ims installation (detailed)

1© 2005 Avaya Inc. All rights reserved.

Tier III Telechat Information

http://avaya.webex.comDate: Thursday, August 18, 2005

Starting time: 10:00 am, Eastern TimeDuration: 1 hour 30 minutes

Meeting number: 921 612 194Meeting Password: ipoffice

Audio Number: (877) 209-9919

© 2005 Avaya Inc. All rights reserved.

IP Office 2.0 IMS TELECHATIP Office 2.0 IMS TELECHAT

Michael Warford

And

Peter Gavin

August 18, 2005


IMS OVERVIEW


Today’s Agenda

• IMS Overview.

• Hardware and Software Requirements

• Mission Critical Equipment

• Domain Environment

• Pre-Installation Steps

• Network Diagram

• IMS Installation Procedures

•New Installation

•Adding IMS after a existing installation

•Upgrading Voicemail Pro and Restoring the IMS Registry

• IMS Tips and Hints


What is Integrated Messaging System (IMS)

Integrated Messaging System (IMS) allows users to view and listen to their IPOffice voicemails through their Microsoft Outlook. Along with a fax server this creates a “Universal Inbox” for voicemails, emails and faxes.

Voicemail Messages will appear in Microsoft Outlooks Inbox along side email messages.

Users can listen to their Voicemail messages through their PC speakers or using the IPOffice telephone.

Voicemails can still be handled conventionally using the telephone.


Hardware and

Software Requirements


Supported Equipment IPOffice 2.1/3.0

Applications Minimum PC Resources

Intel Pentium

Intel Celeron

AMD Notes

VM Lite 256MB RAM Any 1.4GHz Any 1.7GHz

Any 1.4GHz

Attempting to run the applications on lower specification PC’s may cause degradation of operation and will not be supported.

VM Pro 256MB RAM Any 1.4GHz.

Any 1.7GHz.

Any 1.4GHz.

To avoid replacing the server when adding new applications we recommend that a Pentium 4 2.8GHz (or equivalent) is used when possible.

VM Pro+IMS+CAMP MGR

512MB RAM Pentium 4 2.8GHz.

Not tested

Athlon XP 3000+

All Athlon 64 chips.

If the database being queried is located on the VM Pro server the query speed of the database will be affected by the amount of memory available. Please take into account the memory requirements of the database being queried.

VM Pro+IVR+TTS

1024 MB RAM

20 GB HD (2 GB for OS) 7200 RPM

Pentium 4 2.8GHz

Not tested

Athlon XP 3000+

All Athlon 64 chips.

VM Pro+ Contact Store

512MB RAM Pentium 42.8GHz

Not tested

Athlon XP 3000+All Athlon 64 chips .

VM Pro+CCC

512MB RAM10GB free disk space.

Pentium 42.8GHz

Not tested

Athlon XP 3000+All Athlon 64 chips.

VM Pro and CCC can be run on the same server up to a maximum of 25 agents, 8 ports of VM Pro and on Windows server operating systems only.


Supported Operating IPOffice 2.1/3.0

OperatingSystem

VM Lite VM Pro VM Pro IMS

NOTES

Windows XP Professional

YES YESNO

Service Pack 2

Windows 2000 Professional

YES YES NO

Service Pack 4

Windows 2000 Server

YES

YES YES Service Pack 4

Windows 2003 server

YES YES YES

Windows 2003 server SP1

NO NO NO SP1 Currently Under testing will provide support as part of the R3.1 release planned for Nov 2005.

Windows XP Professional

Yes YES NOService Pack 2

Windows Advanced or

Datacenter Server

YES YES YES

Service Pack 4

Windows NT Workstation

NO NO NO No longer Supported By Avaya

Windows NT Server 4.xx

NO NO NO No longer Supported By Avaya

Windows 98 NO NO NO No longer Supported By Avaya

Windows ME NO NO NO No longer Supported By Avaya

IMS and Web Campaigns options within Voicemail Pro are only supported on Windows Servers. Aspects of operation such as Voicemail to E-mail, Integrated Messaging Pro (IMS), Web Campaigns, etc, are subject to further requirements. Please refer to the Voicemail Installation and Administration manual


Windows XP Professional System Requirements• Computer/Processor: PC with 233 MHz clock speed or higher processor

233 is the minimum required (single or dual processor system);* Intel Pentium/Celeron family,

Or AMD K6/Athlon/Duron family, or compatible processor

• Memory (64 MB minimum supported; may limit performance and some features)

Hard Disk 1.5 gigabytes (GB) of available hard disk space

• Display Super VGA (800 x 600) or higher-resolution video adapter and monitor

Windows 2000 Professional System Requirements• Computer/Processor133 MHz or higher Pentium-compatible CPU

• Memory At least 64 megabytes (MB) of RAM; more memory generally improves responsiveness.

• Hard Disk 2 GB with 650 MB free space.

• Drive CD-ROM or DVD drive.

• Display VGA or higher resolution monitor.

Reference: Microsoft.com

* Microsoft Specifications

IMS Client PC Requirements


• Windows 98: Not Supported

• Windows ME: Not Supported

• Windows XP Home Edition: Not supported

• Windows servers:

•Must Meet minimum Hardware and Operating System Requirements*

•Must not be a Domain Controller

* Microsoft Specifications

IMS Client PC Requirements


• Email Program

•Outlook 98,

•Outlook 2000,

•Outlook XP (2002)

•Outlook 2003 (Cache Mode off)

• Microsoft Exchange Version

•5.0

•5.5

•2000

•2003

Email Server Requirements


Mission Critical Equipment


“Mission Critical Equipment” is equipment that the company depends on working in order to operate.

• IPOffice and Voicemail Pro can be considered Mission Critical.

• Meeting Minimum Specifications for Voice Mail Pro and IMS may not meet the demands of the company. (10 users versus 150 user).

• Consideration of dependability and reliability of parts needs to be considered when purchasing PC for Voice Mail Pro.

• Updates on Operating System, patches, fixes needs to done on a regular basis.

• A backup System need to created and maintain on a regular basis.

• The Voicemail Pro needs to be setup up in a secure environment with the proper temperature and humidity to operate computer equipment.

• Prepare a notebook for customer that include Important phone numbers.

•Who to call if there is problem with the IPOffice.

•Who to call if there is a problem with the ISDN. T1 or local Phone service.

•Who to call for Programming support.

Mission Critical Equipment


Domain Environment


The IMS Voicemail Pro PC needs to be a member of the Domain.

• A Domain Environment can use Microsoft Authentication with Active Directory to prevent unauthorized user access to the PC.

• The easiest method for unauthorized PC access is thru physical means

•New USB drives can be plugged and used

•Unauthorized user can use PC for other Programs that can use system resources.

• Some tips to secure the Voice Mail Pro

•When leaving the PC always “Lock” it.

•Keep the PC in a locked room.

•Do not tape or post passwords.

•Rename the administrator login (Domain Administrators).

Domain Environment


Pre-Installation Steps


• Have the Domain Administrator create a domain user with an exchange mailbox. Example: [email protected] where IMS is the user name and wigit.com is the domain name.

• Create a Network Diagram

• Setup the Voicemail Pro PC with a static TCP/IP address.

• Add the Voicemail Pro PC to the Domain. (Domain Administrator required).

• Login to the Voicemail Pro as a local Administrator and add the domain user created for the Voicemail Pro to the local administrator’s group.

• Logout as the local administrator and login as the Domain User for the Voicemail pro.

• Setup outlook using the Voicemail Pro domain account ([email protected]) and test the email by sending a email to that account.

• Have access to the Domain Administrator when installing the Voicemail Pro and IMS software.

Pre-Installation Steps


Basic Network Diagram


Network Diagram

System Requirements

IMS Installation Videos

Pre-installation and Network Design

IMS Installation Video

IMS Tips

IPOffice192.168.42.1

255.255.255.0

Voice Mail Pro192.168.42.254255.255.255.0

PDC192.168.42.253255.255.255.0

Exchange192.168.42.252255.255.255.0

DNS/WINS Server192.168.42.251255.255.255.0

DHCP192.168.42.250255.255.255.0

Client PC2000/XP

DHCP Client


Best Practice Network Design

IPOffice192.168.42.1

255.255.255.0

Voice Mail Pro192.168.42.254255.255.255.0

PDC192.168.42.25

3255.255.255.0

Exchange192.168.42.252255.255.255.0

DNS/WINS Server

192.168.42.251255.255.255.0

DHCP192.168.42.250255.255.255.0

Client PC2000/XP

DHCP Client

INTERNET SERVICE PROVIDER

DNS10.5.5.5

255.255.255.0

ROUTER10.5.5.24

255.255.255.

Best PracticeAll the PC’s should have Their Default Gateways Pointed to the Default Router. The PC’s should have their DNS set to the Internal DNS server. The Internal DNS Server should be configured to forward requests to the ISP Gateway. Do not Set both the Internal DNS and the External ISP DNS on the PC’s TCP/IP Properties


IPOffice Setup


IPOFFICE Set up

Input User in Name Field on user tab

IPO Best PracticeUser name must use only Alpha Numeric Characters (A-Z, a-z, space and 0-9). Do not use characters such as Quotes, dash, hyphens, or #. For ease of administration make the User Name and Full name the Same.First+space+Last (Example: John Rodger)


IPOffice setupUsing the IP Office Manager application or IP Office Wizard, check that the correct licenses for

Voicemail Pro and IMS are installed and show a status of Valid. The licenses required are:

– Voicemail Pro (4 ports) plus Additional Voicemail Pro (X ports) licenses up to the total number of port required or supported by the IP Office control unit.

– • Integrated Messaging - Enables operation of IMS with Voicemail Pro. Unlimited

IPO Best PracticeSet the License Server IP address Field to the IPAddress of the Key Server .

Do not use broadcast IP address of 255 .255 .255 .255 .

For remote IPOffice Systems , or on the back of the IPOffice leave blank unless Key server for Licenses Are installed at that location


IPOffice setupUsing the IP Office Manager application or IP Office Wizard, check that the correct licenses for

Voicemail Pro and IMS are installed and show a status of Valid. The licenses required are:

– Voicemail Pro (4 ports) plus Additional Voicemail Pro (X ports) licenses up to the total number of port required or supported by the IP Office control unit.

– • Integrated Messaging - Enables operation of IMS with Voicemail Pro. Unlimited

IPO Best PracticeSetup the Feature key and get Valid Licenses before installing Voicemail Pro.. Voicemail Pro will check for a Valid IMS License and will not start the IMS services with out it.


IPOffice setupOnly use Voicemail to Email for Alert.

– Copy with IMS will cause two voicemail email to appear in Outlook.

– Forward cause IMS not to work, customer will get voicemail, but no Embedded Interface.

– IMS does not require email address tab to be filled for Operation.

You can copy the voicemail to a different email account other than the Outlook account (Cell Phone, Blue Berry)


IPOffice setupSet up a IP Route for the local network and set the default Router.


Voicemail Pro/IMS ClientOutlook Setup


Outlook Preparation

Prepare Microsoft Outlook on both the Voicemail Pro and the IMS Client before installation of software.

1. Go to “Windows Control Panel”.

2. Select “Mail”.

3. Select Email Accounts.


Outlook Preparation

Select “View or change existing Email accounts” and “Next”


Outlook Preparation

The Email accounts page:

• Type Set to Exchange

• Deliver new emails to the following: <email account>

Select “Change”


Outlook Preparation

The Exchange Server Settings:

• Microsoft Exchange server should have a FQDN underlined. (resolved)

• The User Name should have the email account name underline. (Resolved)

• Use Cached Exchange Mode should unchecked.

Select “More Settings”


Outlook Preparation

The Microsoft Exchange Server General Page

Check Automatically Detect Connection State

Select “Advanced”


Outlook Preparation

The Microsoft Exchange Advanced page:

Cached Exchange Mode Settings

Uncheck Cached Exchange Mode

Select “Security”


Outlook Preparation

The Microsoft Exchange Connection :

Choose “Connect Using my Local Area (LAN)

Select “OK”, “Next”, “Finish” to close Outlook Properties


Outlook Preparation

At the Mail Setup Screen

Choose “Show Profiles”


Outlook Preparation

At the Mail General Setup Screen

Choose “Always user this Profile”

Make sure the Profile is pointed to the email account be used.

Click “OK” to close


Voicemail Pro Setup New Installation Procedures



This should the IMSAdmin Domain account name and not the Administrator account.



Reboot the Voicemail Pro when prompted.


How to Change the Email account

• To Change these settings:

•Window Control Panel, Voicemail Tab

Choose Browse and select the Domain account created for Voicemail (Imsadmin)

Microsoft Outlook Must be installed and set as the Default Mail Client or and error will appear.

Enter name, apply, check and Ok. Voicemail service will restart.

If you don’t click “apply’ before check, the change will not take place.



This is the error that will appear when you browse for the domain account if Outlook has not been installed on Voicemail Pro and set as default mail client.



Enter the Fully Qualified Domain Name (FQDN)

Enter the Port that the Exchange server is using for SMTP

If you don’t click “apply’ before check, the change will not take place.

Enter name and port, apply, check and Ok. Voicemail service will restart.

The SMTP settings do not apply for IMS. It is used for Voicemail to Email, Email Reading, and VPIM.


How to Set the Voicemail server for MAPI


•Start,

•Programs,

•IPOffice,

•Voicemail


Start, Programs, IPOffice, Voicemail

• Enter the Domain user name and password in the Mapi Profile and password fields.

You can choose SMTP or MAPI.

IMS will still use MAPI for either settings.


Adding IMS to Voicemail PRO


How to add IMS to a previous Voicemail Pro Installation

Step to Uninstall and Reinstall VM Pro• Export the Voicemail Call Flow.• Back up the Accounts, Names, Greetings Folders• Back, and Custom wav files in a separate Directory.• Uninstall Voicemail Pro.• Reboot the Voicemail Pro.• Add PC to Domain.• Create and Add Domain user to Local Admin of the PC.• Setup Outlook. Test Email.• Install Voicemail PRO with IMS options.• Import the database, Restore Folders and Wav Files.• Save and make Live.

IF the Voicemail Pro was installed on a Workgroup Model and not a Domain Environment. It is best to Uninstall and reinstall under a Domain Environment.



Go to Windows Control Panel, the Add or remove programs, pick IPOffice Voicemail Pro



You will see Installation Wizard, Choose Modify



You Select the Integrated Messaging Service tab.

You can pick the IMS Client Package program and the Installation program will load the Client Executable in a shared folder. It does not install the Client software.


Upgrading an ExistingVoicemail Pro with IMS


Upgrading an Existing Voicemail Pro with IMS

1. Export the Voicemail Call Flows.

2. Back up the Accounts, Names, Greetings Folders, and Custom wav files in a separate Directory.

3. In C:\Program Files\Avaya\IP Office\Voicemail Pro, Run Backupreg.bat.

This will back up the IMS account information entered in the IMS Admin Tool.

This will create three files in C:\%WINDIR%\temp:

(VMPRO.arf, NETALY.arf, IMSGATEWAY.arf)

Copy these files to a backup directory.

4. Uninstall the Voicemail Pro and Reboot the PC.

5. Install Voicemail PRO with IMS options.

6. Run Restorereg.bat This will back up the IMS account information

7. Restore VM Folders and Custom Wavs.

8. Import the VM Pro database. Save and make Live.


IMS Admin Tool


How to Use the IMS Admin Tool

Go to Start, Run, Program files IMS Admin Tool



Choose Server, Add

Choose Server, Add and then Browse



Select the Domain and begin Scan

When the scan finds the Voicemail Pro server, Select “OK” and “OK”



To Assign an IPOffice User to a Voicemail address, Right click on a user, the choose assign mailbox



Enter in the Email address or choose Change and pick the Domain account


How to Use the IMS Admin ToolThe Account will appear under

permissions tab

The Access tab will give the user Permission to use IMS

The Admin tab will allow users access to the IMS Admin Tool. Users can load the IMS Admin Tool on their PC and change their Users settings.

Click “Apply” and “OK”

If anyone is a listed in Outlook as a user’s Delegate, That user will also have to be added

Users can load the IMS Admin Tool and can manage their own settings.



The user ICON will turn Red when it is associated with a email account.




The user Preference will allow each user to choose to override the system selected Parameters




The system Parameters are configured thru the Settings Tab




The system Parameters are configured thru the Settings Tab

If “Send Wav File” is checked.

The Voicemail Message will be sent as an attachment.

If Send Wav File is unchecked

The voicemail Message will be stored in the Voicemail Pro server

IPO Best PracticeEach Voicemail Message is 1 Meg for every 1 Min of speech.If Send Wav file is selected, the entire message is sent. This could cause performanceIssue with both Voicemail and Exchange.

Best Practice is to set the System to Default and choose user who need the message asAn attachment. If there is great need for attachments, Avaya Contact Store may be a solution.



Three tabs in the menu allow you to Assign, Unassign, and Synchronize the mailbox



Attached Versus Embedded

Embedded will show up as a Telephone ICON

When you double click on the ICON, the embedded Interface will appear.

Attached will show up as an ICON with a Paper Clip

When the message is sent as attached, the user has two options:

1. Left Click twice and the embedded interface will appear

2. Right, Click and Open, the wav file will appear. The User can then save the Wav file.


Attached Versus Embedded

Screen Showing the Voicemail as an Attachment.


IMS Client Installation


IMS Client Installation Overview

1. Prepare Outlook for IMS Software.

2. Install the IMS Client Software.

3. Set the DCOM settings on the IMS Client.

4. Run the AvayaFW.bat program.

5. Add Outlook to the Exceptions List for the Windows Firewall.

6. Reboot


IMS Client Limitations

You cannot playback Voicemail messages to an analogue telephone using the 'Pick up automatically' facility. Since this is on by default, if you have an analog extension refer to User Settings and ensure that 'Pick up automatically‘ is not ticked.

IMS Embedded Interface cannot be used to Save a voicemail message, Compose a new voicemail message, Reply to a voicemail message or add comments to a Forwarded voicemail message.

IMS “Attached” Interface can Open and save the Wav file.

Voicemail Messages should not be placed in Public Folders.


IMS Client Installation Procedures

1. Copy the Voicemail Pro from the shared folder on the Voicemail Pro server. Go to Start, Run, and \\<name of Voicemail server> or \\<IPAddress>



2. Click on the shared folder and copy to the local PC.

IPO Best PracticeFor Best Performance Copy the Wav File from the drive to the local PC. And then run the Install Program from the Local PC.

You can go to any PC that has network access and copy the Installation Program. Access to the Voicemail Pro CD is not needed by doing it in this manner.

Also add the AvayaFW.bat File also for Windows XP SP2 Clients.



3. Choose the Language and then ok. Click on the shared folder and copy to the local PC.



3. Choose Next



3. Choose the Folder to install the IMS program and then Next



3. Enter the User name. This must match the User Name in Manager..

4. Enter the Fully QualifiedDomain name of the Voicemail Server.

5. Press Next



3. Enter the extension that the user will listen to the messages

4. Click “Pick Up Automatically”If the user wants the message to play on the Telephone speaker without answering it.

6. Press Next


IMS Client Installation Proceedures

7. Press Next



8. Select “Yes, I want to restart my computer now”

9. Press “Finish” to Reboot

IPO Best PracticeYou can set the DCOM settings for the Client before rebooting. Set Tech Tip #49 for More details.



10 After the Reboot, have the customer open Outlook and the Options Tab will appear

11. The customer can change:

• Voice Mail box

•Voicemail Message Playback

•Use Handset at Ext Number

•Pick up Automatically

•Connect Options

•Prompt before connecting to server.

•Use OLD date/time Format

(not used in IPOffice)



12. IMS will then synchronize all Outlook Inbox and voicemail box.



13. User will be prompted to connect to the Integrated Messaging server. Click “YES”

13. At this point, the users can start using IMS in their outlook.



To check or change settings in Integrated Messaging, go to Outlook’s Toolbar, Tools and Options.

Avaya added the Integrated Messing Tab



The customer can change:

• Voice Mail box

•Voicemail Message Playback

•Use Handset at Ext Number

•Pick up Automatically

•Connect Options

•Prompt before connecting to server.

•Use OLD date/time Format (not used in IPOffice)



If “Prompt Before connecting to IMS server” is selected, when the user opens Outlook, they will be prompted to connect.

If the user says yes, then IMS will start to scan their email messagesIf the user says no, Outlook will open. The user can then connect to IMS later to sync their mailbox. Thru Outlook Tool bar,Tools, Integrated Messaging, connect.

IMS will then scan all the message in the Inbox.


DCOM for Windows 2000 Server or Professional


To set the DCOM settings for the Client1. Start, Run, CMD. 2. Type: DCOMCNFG



5. On the Default Properties, set the following:

•Enable Distributed Com on this computer.

•Default Authentication Level set to “NONE”

•Default Impersonation Level set to “Impersonate”




Click on the Default Security Tab

There will be three Boxes:

•Default Access Permissions.

•Default Launch Permissions.

•Default Configuration Permission



Click on the Default Access Permissions.

The Everyone Group should have Allow Access. Click “OK”



Click on the Default Launch Permissions.

The Everyone Group should have “Allow Access” Type of Permission. Click “OK.”



Click on the Default Configuration Permission

The Everyone Group should have “Full Control” Type of access. Click “OK”



When the three security Boxes have been configured.

•Click “APPLY”

•Click “OK”

•Reboot the PC


DCOM for IMS Client Windows XP Pro Service Pack 2


DCOM for IMS Client XP Pro Service Pack 2

COM Objects Enhanced Security

•Additional enhancements to the operating system, in the Windows XP Service Pack 2, are within the security of DCOM.

•This gives rise to applications failing to operate, without any clear indication of the failure.

•Within the IP Office application range there are programs, such as the IP Office IMSclient, which utilize DCOM.

•The following information shows how to modify the security level to enable their correct operation. When running the component services icon (from Administration) or ‘dcomcnfg’ from the command line for the first time after the service pack installation, you will receive a security alert.

•Consult Tech Tip #49 for DCOM Settings for Windows XP Service Pack 2.



To set the DCOM settings for the Client1. Start, Run, CMD. 2. Type: DCOMCNFG



3. Windows XP will attempt to block the Microsoft Management Console

Select ‘Unblock’ to continue. Navigate down to ‘My Computer’ and select properties.



4. Component services Admin Box will open. Double click on “Computers”



5. “My Computer” will appear. Right Click and choose properties.



5. The COM security Tab will have two sections with two tabs under each:

• Access Permission •Edit Limits•Edit Defaults

•Launch and Activation Permissions•Edit Limits•Edit Defaults

Note: Windows XP , Windows XP Service Pack 1, and Windows Server 2003 will only have “Edit Defaults”.


DCOM IMS Client XP Pro SP2

6. Now edit the limits for ‘Access Permissions’ and ‘Launch and Activation Permissions’ to allow Remote Access and remote Launch/Activation permissions for anonymous and everyone.

Note: Windows XP, Windows XP Sp1, and Windows 2000 Server grant the “Everyone” all Permissions.


DCOM for IMS Client for Windows XP Pro Service Pack 2

5. On the Default Properties, set the following:

•Enable Distributed Com on this computer.

•Default Authentication Level set to “NONE”

•Default Impersonation Level set to “Impersonate”

6. You Must click “Apply” and “OK” to exit. Close the DOM Windows and Reboot.


Windows XP 2 Firewall

Windows XP Service Pack 2 IMS Clients must run the AvayaFW.bat File.

•This file is included in Avaya Tech Tip 49.

•To Run this file. Save it to the desktop and double click and Press enter. The Program will close when it is done.


Windows Firewall Exceptions

Outlook must be added to the Firewall Exceptions list in order to allow IMS to update the Message Waiting lights on the Telephone.

1. Start, Run, Program,

2. Windows Control Panel

3. Windows Firewall



• Go to the Exceptions tab

• Select “Add Programs”

• Enter the location of the Microsoft Outlook program. One location is:

• C:\Program Files\Microsoft Office\OFFICE11

• The Outlook Executable may be located in a different Directory.

• Click “OK”



• Turn Off the Windows Firewall on the Local LAN Card.

• Go to “Windows Control Panel”

• Select “Local Area Connection” and right click

• Choose “Properties” and “Advanced”



• Uncheck Local Area Connection.

• Check OK.

Message Waiting Lights can be delayed or even stopped from updating if enabled.


IMS Embedded Interface



This error message indicates that there is a problem with communications with the Extension used for playing the message back. Check the Option Tab in Outlook for the extension. Also check the phone for DND.



Click on the required user in the Available Mailboxes list to highlight them, then click on the 'To ->' button to copy the user into the Message Recipients list. Repeat this for each recipient that you want to add. Once all recipients are listed click on OK, this will return you to the message dialogue with the recipients shown in the 'To:' box.


If clients are having problems connecting to the IMS server or synchronizing On the client machine:

•Make sure the Mailbox name you are using is exactly what is in the "Name" section of the user form in Manager. It is case sensitive so John Doe and john doe are not the same.

•Make sure when you installed the client you gave the fully qualified domain name (FQDN) of the VMPro/IMS server and you may need to put an entry in the hosts and lmhosts with the #PRE option in the lmhosts. •Use ping to verify you can resolve the VMPro/IMS server.

•Try removing the client, reboot and reinstall it and verify that these are put in correctly then check the dcomcnfg settings.

IMS Tips and Hints (Cont)


On the VMPro/IMS server:

•Verify that you are using the proper account to start the IMS and VMPro services.

•During the install you will be asked for the name of the user that Voicemail Pro and IMS services will use to start, specify the user the administrator created for you, i.e. In this case “IMSAdmin”. This should be an account with a password that never expires.

•It is not recommended to use Administrator. It must be a domain account with and Exchange Email mailbox not a local account and it must have at least local admin rights on the PC or domain admin rights.

•Check to see if the Outlook account is setup correctly by making sure it can send and receive email.




•After the installation you can check what account is starting the services by viewing the "Log On As" column on the right hand side in services, the IMS and VMPro Services should display your account not localSystem. Example: (Domain\IMSAdmin).

•If you use one account when you install and change to another account later you will have to change this in the services and also in dcomcnfg. The IMS Gateway and IMS Voice Services properties/Identity may have to be changed.

•It is much easier to install Voicemail Pro and IMS choosing this account when prompted by the install script or uninstall and reinstall then going in later and making the changes necessary.




•Check the event viewer and look for any UMServer errors in Application and any errors in the System section that may indicate a general problem. •Stop and start the VMPro and IMS services and see if you get any new errors. •Right click on the Voicemail Pro service and choose restart and answer yes to restarting the IMS Gateway and IMS Voice services.

•Go to Windows Control Panel and run the "IP Office Voicemail Pro" control panel applet and verify the Voicemail Pro/IMS server machine name is correct in the Path Settings and the account is the proper account, i.e. “IMSAdmin” for example. You should be able to browse and find the IMSAdmin email account you are using here.


•NOTE: If at this point you cannot successfully browse for an email account then there is a problem with the MAPI client on your PC and IMS will not work. You may have to uninstall Outlook, reboot and reinstall Outlook.



•Run the IMS Administration Tool and verify that the mailboxes have been setup properly. Un-assign then reassign them and verify that you can browse and find the email and NT login accounts, do not just type them in. A typing error can cause IMS not to function properly.

•Next synchronize the mailbox by right clicking and choosing Synchronize on the Voice Mailbox. Next go into the event viewer and check for new errors.

•Reboot the VMPro/IMS server and make sure it comes up without errors and starts all the services.




•Make sure you have not tried to run the IMS Client installation executable on the VMPro/IMS. This will cause corruption and you will have to uninstall and reinstall VMPro and IMS.

Questions you should ask yourself:

Are any client machines able to connect?

If you have installed only one client try installing the client on more machines.

If none of the clients can connect problem is most likely a problem on the server. If one or more can connect the problem is most likely on the client.



Questions and Feedback

[email protected]

[email protected]

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