Message Forwarding

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:

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

  1. In CallPilot Manager, click the Configuration heading.

  2. Click the System Properties link.
    The System Properties page appears.

  3. 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.

  4. 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.

  5. If required in the Password box, type the password for the SMTP mail proxy server account.

  6. 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.

  7. 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.

  8. Click Submit.

  9. Click the Mailbox Administration heading.

  10. Click the Class of Service link.
    The Class of Service page appears.

  11. 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.

  12. If you want to enable Message Forwarding for this Class of Service, select the Enable Message Forwarding check box.

  13. Click Submit.

  14. 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.

  15. 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.

  16. 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.

  17. Click Submit.

  18. 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.

  19. From the Class Of Service list box, select a Class of Service that has Message Forwarding enabled.

  20. 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.

Troubleshooting Message Forwarding

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).

 

Example 1: A connection to the Outgoing SMTP Mail/Proxy Server could not be established.

When forwarding a message fails due to network issues:

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:

Example 2: Authentication issues

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.  

 

Example 3: A protocol error occurred while delivering the message.

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.

 

Example 4: The message in the voice mailbox is not updated according to the user's Original Message setting.

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.

 

Example 5: The forwarded message does not appear at the users Message Forwarding e-mail address.

The feature supports sending messages to any e-mail address. Certain functionality may not be available depending on the end user device:

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.

 

Example 6: Insufficient Unified Messaging keycodes

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.