With the Message Forwarding feature, mailbox owners can send an e-mail message when new or urgent voice messages arrive in their CallPilot mailbox. Message Forwarding can attach the voice or fax message to the forwarded e-mail message so users can play the voice message or view the fax on the destination device.
Mailbox owners can forward messages to any e-mail device including desktop e-mail clients, personal digital assistants (PDA), and wireless devices that support e-mail (including SMS enabled mobile phones that can receive e-mail).
Note: Messages from a fax machine forwarded to a Nokia S60 series device cannot display the fax image attachment.
Note: You apply Messaging Forwarding as a software update. For information about installing software updates, see the BCM50 Administration Guide. This feature is available for subscriber mailboxes and is activated with the Unified Messaging keycode.
There must be as many Unified Messaging keycode seats as there are mailboxes with all Class of Services (COS) with Message Forwarding enabled. The number of mailboxes using a COS with Message Forwarding do not have to be the same mailboxes using CallPilot Unified Messaging.
You can configure Message Forwarding when the BCM is configured with or without DNS. For more information, see the Networking Configuration Guide chapter on Configuring the IP Subsystem for details to configure the IP Settings or DNS configuration. If you use DNS, ensure the BCM's Fully Qualified Domain Name (FQDN, i.e. <BCM System Name>.<Domain Name > ) can be resolved and is reachable by the Outgoing SMTP Mail/Proxy Server. For example: If the BCM System Name is "bcm" and the Domain Name is "example.com" in Element Manager then the Outgoing SMTP Mail/Proxy Server must be able to reach ("ping") bcm.example.com.
Configuring Messaging Forwarding
Message Forwarding is configured in two parts:
1. As an administrator, you configure Message Forwarding in CallPilot Manager. You must activate Message Forwarding so a mailbox owner can set up Message Forwarding in Mailbox Manager:
Enter the IP address or, if the BCM is configured with DNS, the fully qualified domain name for the SMTP mail proxy server.
If required, enter the account name and password for the SMTP mail proxy server. Some Internet Service Providers (ISP) require SMTP authentication for outgoing mail for security purposes. If your ISP requires this security to send e-mails, enter the account name and password in these fields. The SMTP AUTH LOGIN and PLAIN authentication mechanisms are supported. Contact your ISP for more information.
Enable Message Forwarding in the mailbox Class of Service (COS).
Assign the COS to the subscriber mailbox.
You have the option of changing the Enable Message
Forwarding User Administration check box if you do not want subscriber
mailbox owners to enter an e-mail address in the Message Forwarding Email
Address text box in Mailbox Manager.
Caution: If you clear this check box, the e-mail address appears
as read-only instead of a read/write text box in Mailbox Manager.
If you clear this check box, you must enter an e-mail address for the
subscriber mailbox on the Add Mailbox page in CallPilot Manager before
the user can enable Message Forwarding. By default, the Enable Message
Forwarding User Administration check box is selected.
2. The mailbox owner configures Message Forwarding for the mailbox using Mailbox Manager. Mailbox Manager is a Web-based application that mailbox owners use to manage their CallPilot mailbox online. Users can access Mailbox Manager at: https://<BCMIPaddressOrHostName>/MailboxManager.
To configure Message Forwarding
In CallPilot Manager, click the Configuration heading.
Click the System
Properties link.
The System Properties page appears.
To activate the Message Forwarding feature, in
the Outgoing SMTP Mail/Proxy Server
box, type the IP address or, if the BCM is configured with DNS, the fully
qualified domain name for the SMTP mail proxy server.
Not all Outgoing SMTP Mail/Proxy Servers support read receipts or delivery
receipts that are used for the Message Forwarding mailbox Mark Original
setting. If the BCM cannot determine the original message from the SMTP
server then original messages may not be updated based on the Mark Original
setting. Contact your mail server administrator for more information.
Note: You must enter this information to activate the Message
Forwarding feature.
If required in the Account
Name box, type the account name for the SMTP mail proxy server.
Note: Some Internet Service Providers (ISP) require SMTP authentication
for outgoing mail for security purposes. If your ISP requires this security
to send e-mails, enter the account name and password in these fields.
The SMTP AUTH LOGIN and PLAIN authentication mechanisms are supported.
Contact your ISP for more information.
If required in the Password box, type the password for the SMTP mail proxy server account.
You have the option of clearing the Enable Message
Forwarding User Administration check box.
Clear the Enable Message Forwarding
User Administration check box if you do not want subscriber mailbox
owners to enter an e-mail address in the Message Forwarding Email Address
text box in Mailbox Manager.
Caution: If you clear this check box, the e-mail address appears
as read-only instead of a read/write text box in Mailbox Manager. The
mailbox owner will not be able to enter an e-mail address and will not
be able to use Message Forwarding.
If you clear this check box, you must enter an e-mail address for the
subscriber mailbox on the Add Mailbox page in CallPilot Manager. The mailbox
owner cannot use Message Forwarding until you enter the e-mail address.
By default, the Enable Message Forwarding User Administration check box
is selected.
If required, in the Message
Forwarding “From” E-Mail Address box, type the From e-mail address
for sending outgoing mail.
Note: Enter the Message Forwarding “From” E-mail Address only
if you use an Outgoing SMTP Mail/Proxy Server that is provided by Yahoo!
or another provider requiring a specific From e-mail address for outgoing
mail.
Some Internet Service Providers (ISP) e-mail providers, like Yahoo!,
require a specific From e-mail address for outgoing mail for security
purposes. For example, if your ISP e-mail account is company@rogers.yahoo.com
then all Message Forwarding outgoing mail is sent with the From e-mail
address of company@rogers.yahoo.com. When you change the Message Forwarding
“From” E-Mail Address the delivery receipts are not sent back to your
system for the user's Original Message setting to function properly with
the "… when received by the recipient". The user's Original
Message settings will work for read receipts for the "… when opened
by the recipient". Contact your mail server administrator for more
information.
By default, the Message Forwarding “From” E-Mail Address box is blank.
When blank when using DNS, the From e-mail address is <BCM Message
Forwarding voice mailbox id>@<BCM System Name>.<Domain Name>.
For example: If the voice mailbox with Message Forwarding enabled is mailbox
225, the BCM System Name is "bcm" and it's domain name is "example.com"
then the email address is 225@bcm.example.com.
Click Submit.
Click the Mailbox Administration heading.
Click the Class
of Service link.
The Class of Service page appears.
Click the Change
link for the Class of Service you want to change.
The Class of Service page appears for the Class of Service you select.
If you want to enable Message Forwarding for this Class of Service, select the Enable Message Forwarding check box.
Click Submit.
If you did not clear the Enable Message Forwarding
User Administration check box on the System Properties page, go to step
17.
If you cleared the Enable Message Forwarding User Administration check
box on the System Properties page, you must enter an e-mail address for
the mailbox owner. You can either create a new mailbox or change an existing
mailbox and add the e-mail address.
Click the Mailbox Administration
heading.
To add a new mailbox, click the Add
Mailbox link.
OR
To change the an existing mailbox, click the Change
link for the mailbox you want to edit.
In the Email
Address box, type a Message Forwarding e-mail address for the subscriber
mailbox owner.
The Email Address appears only if you did not select the Enable Message
Forwarding User Administration check box on the System Properties page.
The Email Address is the only mailbox Message Forwarding setting that
the administrator can enter on behalf of the mailbox owner. The user must
enable Message Forwarding in Mailbox Manager.
Click Submit.
To assign the Class of Service to a mailbox, you
can either create a new mailbox or change the Class of Service for an
existing mailbox.
To add a new mailbox, click the Add
Mailbox link.
OR
To change the Class of Service for an existing mailbox, click the Change link for the mailbox you want
to edit.
From the Class Of Service list box, select a Class of Service that has Message Forwarding enabled.
Click Submit.
The mailbox owner, using Mailbox Manager, must enable Message Forwarding
and enter the appropriate information to forward the voicemail messages.
For more information, access Mailbox Manager at https://<BCMIPaddressOrHostName>/MailboxManager.
This section contains examples of advanced troubleshooting procedures. You must be a system administrator to perform these procedures. Alarms of minor severity are raised when forwarding a message fails and corrective action may be required by the administrator.
Additional information level logging are in the CallPilot Manager Event Log report. The CallPilot Manager Event Log report is the STLog.out diagnostic log file. The smtp.log diagnostic log file can used to investigate incoming SMTP issues. The STLog.out contains log entries for every failed forwarded message and shows alarms generated.
The ERROR log entry below shows a Message Forwarding alarm:
2008-05-13T09:49:41.674 [ERROR] {STLog} (44013) - VoiceMail - Message Forwarding - Mailbox 300 - The mailbox does not exist.
Note: The user must re-enable Message Forwarding after issues have been resolved (except for network issues).
When forwarding a message fails due to network issues:
The user’s Message Forwarding remains Enabled.
The system will attempt to resend failed message once per hour for 48 hours.
Non Delivery Notification message is sent after 48 hours on non delivery.
This issue will result in alarm 44018 VoiceMail- Message Forwarding- Mailbox <mailbox id>. A connection to the remote host could not be established.
Problem resolution:
Use the Element Manager ping utility to ensure the Outgoing SMTP Mail/Proxy Server is reachable from the BCM.
You can configure Message Forwarding when the BCM is configured with or without DNS. For more information, see the Networking Configuration Guide chapter on Configuring the IP Subsystem for details to configure the IP Settings or DNS configuration. If you use DNS, ensure the BCM's Fully Qualified Domain Name (FQDN, i.e. <BCM System Name>.<Domain Name > ) can be resolved and is reachable by the Outgoing SMTP Mail/Proxy Server. For example: If the BCM System Name is "bcm" and the Domain Name is "example.com" in Element Manager then the Outgoing SMTP Mail/Proxy Server must be able to reach ("ping") bcm.example.com.
To use the Ping utility in Element Manager, click the Administration tab, open the Utilities folder, and then click Ping. In the Address field, enter the host name or IP address of the element you want to ping. Click the Ping button. The results appear in the Results area.
Authentication issues will result in alarm 44010 VoiceMail- Message Forwarding- Mailbox <mailbox id>. A protocol error occurred while delivering the message.
Outgoing SMTP Mail/Proxy Server account password changes must be updated in the CallPilot Manager System Properties page. Authentication on Outgoing SMTP Mail/Proxy Server fails because SMTP AUTH LOGIN or PLAIN authentication is not supported by SMTP server.
CallPilot Manager Event log shows: SMTP: SmtpSendMail SmtpSendCommand AUTH LOGIN not enabled rc=32030(0x7d1e)
Problem resolution:
Ensure the correct Account Name and Password settings are entered on the CallPilot Manager System Properties page if outgoing SMTP AUTH LOGIN or PLAIN authentication is required by SMTP server. Contact your mail server administrator for more information.
This issue will result in alarm 44010 VoiceMail- Message Forwarding- Mailbox <mailbox id>. A protocol error occurred while delivering the message.
The STLog.out contains log entries for all forwarded messages and shows Outgoing SMTP Server SMTP reply codes.
The following is an example of a successful forwarded message:
2008-05-13T09:49:20.711 [INFO ] {STLog} (0) - SMTP: SmtpSendCommand Recv:250 zcarhxm1.corp.nortel.com Hello [47.135.152.193] rc=1(0x1)
2008-05-13T09:49:20.713 [INFO ] {STLog} (0) - SMTP: SmtpSendCommand Recv:250 2.1.0 300@bcmdesk2193.ca.nortel.com....Sender OK rc=1(0x1)
2008-05-13T09:49:20.715 [INFO ] {STLog} (0) - SMTP: SmtpSendCommand Recv:250 2.1.5 johndoe@nortel.com rc=1(0x1)
2008-05-13T09:49:20.717 [INFO ] {STLog} (0) - SMTP: SmtpSendCommand Recv:354 Start mail input; end with <CRLF>.<CRLF> rc=1(0x1)
2008-05-13T09:49:20.781 [INFO ] {STLog} (0) - SMTP: SmtpSendCommand Recv:221 2.0.0 zcarhxm1.corp.nortel.com Service closing transmission channel rc=1(0x1)
Problem resolution:
Contact your mail server administrator for more information about SMTP protocol errors.
Not all e-mail servers support Delivery and Read Receipts needed of the Original Message setting. Contact your administrator for more information. If the system cannot determine the original message then original messages may not be updated based on the Original Message setting.
Problem resolution:
Incoming SMTP connections are logged in the smtp.log diagnostic log file. This is useful to ensure Original Message connections are made for read and delivery receipts. Invalid DNS settings can result in the system not receiving read and delivery receipts used by the Original Message setting.
You can configure Message Forwarding when the BCM is configured with or without DNS. If you use DNS, ensure the BCM's Fully Qualified Domain Name (FQDN, i.e. <BCM System Name>.<Domain Name > ) can be resolved and is reachable by the Outgoing SMTP Mail/Proxy Server. For example: If the BCM System Name is "bcm" and the Domain Name is "example.com" in Element Manager then the Outgoing SMTP Mail/Proxy Server must be able to reach ("ping") bcm.example.com.
The feature supports sending messages to any e-mail address. Certain functionality may not be available depending on the end user device:
Most e-mail addresses support the delivery of voice and fax attachments. Mobile phones that can accept e-mail as SMS text messages do not support voice and fax attachments.
Most device types can play the wav voice e-mail attachments. Older BlackBerry and Windows Mobile devices do not play WAV files.
Most device types can view fax e-mail attachments. Mobile phones and Nokia S60 series devices cannot view the fax attachments.
Most device types can send read and delivery receipts that are used for the Original Message setting. Many Web mail (Yahoo, Hotmail, Gmail) and Internet Service Providers POP3 e-mail accounts do not support delivery and read receipts.
Problem resolution:
Ensure the correct Email Address has been entered correctly. The CallPilot Manager Mailbox Information Report contains all users Message Forwarding settings.
Ensure the Outgoing SMTP Mail/Proxy Server mail provider does not spam filter the forwarded messages. Contact your mail server administrator for more information.
Insufficient Unified Messaging keycode issues will result in alarm 44020 VoiceMail- Message Forwarding- Insufficient Unified Messaging keycodes.
Problem resolution:
There must be as many Unified Messaging authorization codes as there are mailboxes using all Class of Services (COS) with Message Forwarding enabled. The number of mailboxes using a COS with Message Forwarding do not have to be the same mailboxes using Unified Messaging. No Unified Messaging user PC software is required for this feature.