MITEL

5000 COMMUNICATIONS
PLATFORM (CP)

UNIFIED VOICE MESSAGING E-MAIL SYNCHRONIZATION

ADMINSTRATION GUIDE
RELEASE 6.0
 NOTICE
The information contained in this document is believed to be accurate in all respects but is not warranted
by Mitel Networks™ Corporation (MITEL®). The information is subject to change without notice and should
not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its
affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions
of this document or new editions of it may be issued to incorporate such changes.
No part of this document can be reproduced or transmitted in any form or by any means - electronic or
mechanical - for any purpose without written permission from Mitel Networks Corporation.

For additional information and/or technical assistance in North America, certified technicians may contact:
Mitel Networks Corporation
Technical Support Department (USA)
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1-888-777-EASY (3279)

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Mitel, 5000 CP, Inter-tel Axxess, SX-200, and SUPERSET are trademarks of Mitel Networks Corporation.
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All other trademarks mentioned in this document are the property of their respective owners, including Mitel
Networks Corporation and Inter-Tel (Delaware), Incorporated. All rights reserved.

Mitel 5000 CP Unified Voice Messaging E-mail Sychronization Administration Guide

Release 6.0
September 2013

®,™ Trademark of Mitel Networks Corporation

© Copyright 2013, Mitel Networks Corporation
All rights reserved

ii
 Contents

Contents
Overview 1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
E-Mail Synchronization Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
User Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Software Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Features 7

Feature Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
E-Mail Client Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Configuring E-Mail Synchronization with Microsoft Office 365 . . . . . . . . . . . . . . . . . . . . . . . . . . 8
E-Mail Synchronization E-mail Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Welcome Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
New Voice Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Error Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Voice Message Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Voice Message Synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Synchronize MWI with E-Mail Client Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Programming 15

Programming E-Mail Synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Programming Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Programming System Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Diagnostics 21

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Troubleshooting 23

Troubleshooting Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
E-mail Client Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

UVM E-Mail Synchronization Administrator Guide – Release 6.0, September 2013 Page v
Contents

Page vi UVM E-Mail Synchronization Administrator Guide – Release 6.0, September 2013
 Overview

Overview
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
E-Mail Synchronization Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
User Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Software Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Capacities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

UVM E-Mail Synchronization Administrator Guide – Release 6.0, September 2013 Page 1
Overview
Introduction

Introduction
E-Mail Synchronization for Unified Voice Messaging (UVM) is a software application that
integrates the Mitel® 5000 Communications Platform (CP) embedded voice mail function with a
specified external e-mail server. This gives E-Mail Synchronization users the option to access,
play, and manage their voice mail messages directly from their computer or Blackberry® e-mail
client application. Each UVM voice mail message received by the user can also be delivered as
an audio file attachment within an e-mail message sent to the user. For more information about
e-mail client integration, see page 8.

E-Mail Synchronization Levels

In addition to the basic Forward Only and Forward and Copy levels available in earlier releases,
UVM now provides two additional levels. These levels are programmed per voice mailbox in DB
Programming (see page 16). The level that is configured for the voice mailbox determines the
following:
• Which synchronization features are available (see Table 1 on page 3).
• How voice messages are integrated into the e-mail client (see page 8).
• Whether UVM and the e-mail server are synchronized or not (see page 13).
The four available levels are:
• Forward Only: Delivers a voice message to the user’s e-mail address when they receive
a new voice message in their voice mailbox. After the message is sent, the original
message is deleted from the voice mailbox. This level does not provide integration
between the user’s e-mail client and voice mailbox.
• Forward and Copy: Delivers a copy of a voice message to the user’s e-mail address
when they receive a new voice message in their voice mailbox. The original message can
still be retrieved from the voice mailbox. This level does not provide integration between
the user’s e-mail client and voice mailbox.
• Enhanced Integration: Delivers new voice messages to the user’s e-mail address and
voice mailbox, and synchronizes those messages. For example, if the user deletes a voice
message from their e-mail client, the message is also deleted in their voice mailbox. In
addition, users receive a Welcome e-mail, and error notification e-mail messages, if an
error occurs. This level does provide integration between the user’s e-mail client and
voice mailbox.
• BlackBerry® Enhanced Integration: Similar to the Enhanced Integration level, the
BlackBerry Enhanced Integration level delivers new voice messages to the BlackBerry
user’s e-mail address and voice mailbox, and synchronizes those messages.
Keep the following considerations in mind:
o The devices must be running BlackBerry enterprise server software integrated with the
site’s e-mail server.
o When a user is configured to have WAV attachments, BlackBerry Enhanced
Integration does not currently detect size restrictions. When the remote store rejects a
message that is too large, the user will not receive notification of that message.
o BlackBerry Enhanced Integration does not automatically synchronize messages into
folders other than the “Inbox” folder. If you attempt to change the e-mail account folder
to anything other than “Inbox” in the E-mail Account Folder for Synchronization field
(see page 18), a warning appears indicating that messages may be deleted unless
certain actions are taken. To support integration into folders other than the “Inbox”
folder, you must set up message routing rules at the e-mail server (server-based rules)
so that voice mail messages that are sent using BlackBerry Enhanced Integration will
be routed into the expected folder.

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 Overview
E-Mail Synchronization Levels

o Messages added to a user’s email account using Blackberry Enhanced Integration

have the timestamp of the time in which the message was added. This is different from
Enhanced Integration. Enhanced Integration creates a message with the timestamp in
which the message was actually received on the voice mail side.
Table 1 provides a summary of the supported features for the UVM E-Mail Synchronization
levels.

Table 1. UVM E-Mail Synchronization Levels

BlackBerry
Forward Forward Enhanced
Feature Enhanced
Only and Copy Integration
Integration

Voice mailbox and e-mail client integrated  

(see page 13)
Welcome and error e-mail messages  
provided (see page 11)

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Overview
Requirements

Requirements
The E-Mail Synchronization system and user requirements are described below.

System Requirements
The following are system requirements for the “enhanced” E-Mail Synchronization levels:
• Mitel® 5000 Communications Platform (CP) v6.0 or later.
• An IMAP-compliant, version 4 e-mail server.
• The appropriate software licenses (see page 5).

User Requirements
To access all E-Mail Synchronization features and functionality, users must have an e-mail
account with the company’s e-mail system and a voice mailbox on UVM.
The user requires one of the following hardware devices (and associated software applications)
to access E-Mail Synchronization features and functionality:
• A computer with:
o Network access.
o A compatible e-mail client.
o 20 MB available hard disk space.
o A monitor, mouse, and keyboard.
o A sound card and speakers (or headset/headphones).
o A media player that can play WAV files encoded as 8-bit, 8 kHz, mono, and mu-law or
MPEG-1 Audio Layer 3 (MP3) files.
• A mobile device with:
o Network access.
o A compatible e-mail client.
o A media player that can play WAV or MP3 files.
See page 5 for the e-mail servers that have been validated to interoperate with E-Mail
Synchronization.
To ensure that users have the information they need to use E-Mail Synchronization features,
refer to Table 2 when you add E-Mail Synchronization users to the system.

Table 2. E-Mail Synchronization Required User Information

E-Mail Synchronization
Required Information.
Feature
E-Mail Synchronization Inform users which E-Mail Synchronization level they are configured for (see page 2):
Level • Forward Only and Forward and Copy: Users do not receive a Welcome
message.
• Enhanced Integration and BlackBerry Enhanced Integration: Users receive a
Welcome e-mail message that includes the synchronization type (level).

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 Overview
Software Compatibility

Software Compatibility
The “enhanced” levels of E-Mail Synchronization for UVM have been validated to work with the
following IMAP-compliant e-mail servers:
• Microsoft® Exchange 2003, 2007, or 2010
• IBM® Lotus® Domino® v8.5
• Novell® GroupWise® v7.0
• Google Gmail
• Microsoft® Office 365

Consult with your e-mail system administrator about message size limitations
IMPORTANT and e-mail policies to determine the possible impact to E-Mail
Synchronization users.

Specific Lotus Compatibility Requirements

If using Lotus Domino as the e-mail server, each Lotus account configured for E-Mail
Synchronization must be configured for Full-Text Indexing, and the update frequency needs to
be changed to Immediate. Instructions for configuring a Lotus account for full-text indexing can
be found at:
http://publib.boulder.ibm.com/infocenter/domhelp/v8r0/index.jsp?topic=/
com.ibm.help.domino.admin.doc/DOC/H_SEARCH_INDEXES_OVERVIEW.html
In addition to full-text indexing, each Lotus account must have Read/Unread Replication
enabled. Instructions for configuring a Lotus account for read/unread replication can be found
at:
http://publib.boulder.ibm.com/infocenter/domhelp/v8r0/index.jsp?topic=/
com.ibm.help.domino.admin85.doc/H_REPLICATING_UNREAD_MARKS_OVER.html
Specific Microsoft Office 365 Compatibility Requirements
It will be necessary to configure the Microsoft Office 365 Server so that all of the users within an
organization are sent the welcome email. In additon, the email synchronization setting for these
users will need to be programmed in Database Programming.

Capacities
E-Mail Synchronization for UVM supports up to 100 enhanced integration voice mailboxes on
5000 CP systems that are not equipped with a PS-1 and up to 250 enhanced integration voice
mailboxes on systems equipped with a PS-1.

Licensing
To use the Enhanced Integration and/or Blackberry Enhanced Integration E-Mail
Synchronization levels, the 5000 CP must be equipped with the appropriate system license(s),
as listed in Table 3.

Table 3. E-Mail Synchronization Software Licenses

E-Mail Synchronization License Part Number

Enhanced Integration 54005357

Blackberry Enhanced Integration 54005358

Note that the Enhanced Integration license allows the MP3 file attachment option to be used

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Overview
Licensing

with all of the applicable E-Mail Synchronization levels.

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 Features

Features
Feature Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
E-Mail Client Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Configuring E-Mail Synchronization with Microsoft Office 365 . . . . . . . . . . . . . . . . . . . . . . . . . . 8
E-Mail Synchronization E-mail Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Welcome Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
New Voice Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Error Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Voice Message Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Voice Message Synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Synchronize MWI with E-Mail Client Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

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Features
Feature Summary

Feature Summary
E-Mail Synchronization provides access to voice mail messages through the user’s e-mail client
(see page 8). For detailed information about how to use this feature, refer to the UVM E-Mail
Synchronization User Guide (part no. 835.3287). For detailed information on programming E-
Mail Synchronization, see page 16.

E-Mail Client Configuration

The enhanced E-Mail Synchronization levels require an IMAP-compliant version 4 RFC 3501
compatible e-mail client.
Beyond that, users do not need to configure
their e-mail client after you complete all of
the required configuration in DB
Programming (see page 16). The system
delivers new voice messages to the
specified folder in the user’s e-mail client.
By default, this is the Inbox folder in the e-
mail client.

Voice Messages

Configuring E-Mail Synchronization with Microsoft Office 365

The procedure below describes how to configure the Microsoft Office 365 Server for Email
Synchronization levels. Once the Office 365 Server has been configured, Database
Programming will also need to be configured accordingly (which has been included at the end
of the procedure).
1. Log in to the Office 365 Server as an administrator.
2. Go to Options, then select See all options.

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 Features
Configuring E-Mail Synchronization with Microsoft Office 365

3. Change the Manage Myself option to My Organization.

4. In the left-side navigation pane click Users&Groups, and then click Distribution Group.

5. Click New. . ..
The New Group dialog box displays.

6. In the Display name field enter NoReplyWelcome@<domainName> where

<domainName> is the domain name of the email address, for example mitel.com.
In the Alias field enter NoReplyWelcome.
The administrator’s name appears in the Owners field.
Click Save.
7. Launch Power Shell as an administrator. It is standard program within the Windows 7
operating system.
8. Run the following command:
Get-ExecutionPolicy
If the value returned is anything other than RemoteSigned, you need to change the
value to RemoteSigned, by typing Set-ExecutionPolicy RemoteSigned).
Run the following commands:
net start winrm
winrm get winrm/config/client/auth

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Features
Configuring E-Mail Synchronization with Microsoft Office 365

If the WinRM service is already running, you don't have to start it. You can check
the status of the WinRM service by running the command sc query winrm.
In the results, look for the value Basic = . If the value is Basic = false, you
NOTE
must change the value to Basic = true as follows:
winrm set winrm/config/client/auth @{Basic="true"}
In the command output, verify the value Basic = true.

9. Run the following command and login as administrator:

$LiveCred = Get-Credential
10. Run the following commands:
$Session = New-PSSession -ConfigurationName Microsoft.Exchange -
ConnectionUri https://ps.outlook.com/powershell/ -Credential
$LiveCred -Authentication Basic -AllowRedirection

Import-PSSession $Session
11. Run the following command:
Add-RecipientPermission <identity> -AccessRights SendAs -Trustee
<user>
Where <user> is the administrator name as displayed in Step 6, <identity> is the alias
name ("NoReplyWelcome" in the example above).
12. Switch back to the Office 365 Server configuration window (or log back in if necessary).
13. In the left-side navigation pane click Settings, the click Mail.

14. Select the Always show From check box.

Click Save and log out.
15. Program the following in Database Programming:
a. Navigate to the System/Email Gateway folder.
Make sure that theemail addresses listed are for the administrator account set up
earlier on the Office 365 Server.
b. Navigate to System/IP Settings/Domain Name.
Set the Domain Name as configured on the Office 365 Server.
c. Navigate to Voice Processor/Devices/Mailboxes/Local/<mailbox>/Email
Synchronization.
Select the settings as necessay for the users.

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 Features
E-Mail Synchronization E-mail Messages

E-Mail Synchronization E-mail Messages

The E-Mail Synchronization levels include several types of e-mail messages as described in this
section. The messages are presented in the language defined for the user’s voice mailbox.

Welcome Message
After you configure the user’s account for Enhanced Integration or BlackBerry Enhanced
Integration, they receive a Welcome e-mail message. Welcome e-mail messages contain the
following information:
• From: The “From” address is NoReplyWelcome@<server name>.com, where server
name is the name of your voice mail server.
• Sent: Includes the day, date, and time the message was sent by UVM.
• To: The “To” address is the user’s e-mail address for voice messages as configured in DB
Programming. For example, John_Doe@mitel.com.
• Subject: The subject of this message is Welcome to Mitel’s E-Mail Synchronization.
The Welcome e-mail contains basic account information and indicates the user’s
synchronization type, which corresponds to the E-Mail Synchronization level the account is
configured for (see page 2).
Options include:
• Enhanced Integration
• BlackBerry Enhanced Integration

New Voice Message

When a caller leaves a new voice message in a user’s voice mailbox, the system sends the
user an e-mail notification message. New voice message notification messages include the
following:
• From: The “From” address is NoReplyDelivery@<server name>.com, where server
name is the name of your voice mail server.
• Sent: Includes the day, date, and time the message was sent by UVM.
• To: The “To” address is the user’s e-mail address for voice messages as configured in DB
Programming. For example, John_Doe@mitel.com.
• Subject: The subject of this message is <length of message in minutes:seconds>
Message for MB <user’s voice mailbox extension> from <sender>.
• Attachments or Retrieval Information: Depending on the configuration, the message
contains an audio file attachment or information on retrieving the voice mail message (for
example, a callback number). If an attachment is included, the user can play the audio file
using the media player installed on his or her computer or mobile device.

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Features
Error Message

Error Message
Error messages indicate that E-Mail Synchronization encountered a problem delivering a voice
message. Error messages contain the following:
• From: The “From” address is NoReplyError@<server name>.com, where server name
is the name of your voice mail server.
• Sent: Includes the day, date, and time the message was sent by UVM.
• To: The “To” address is the user’s e-mail address for voice messages as configured in DB
Programming. For example, John_Doe@mitel.com.
• Subject: The subject of this message is Error Synchronizing UVM Mailbox. Additional
error text is available in the body of the message.
See page 24 for a troubleshooting table that provides a list of error messages, the possible
causes, and corrective actions.

Voice Message Access

When a user receives a new voice mail message, the system sends an e-mail notification
message to the user’s e-mail client.

Consult with your e-mail system administrator about message size limitations
IMPORTANT and e-mail policies to determine the possible impact to E-Mail
Synchronization users.

To access a voice message from the e-mail client:

1. Locate and open the e-mail notification message. This message contains the following
text in the subject line:
<length of message in minutes:seconds> Message for MB <user’s voice mailbox
extension> from <sender>
The e-mail message contains an audio file attachment (WAV or MP3) or message
retrieval information (for example, a callback number).
2. If an audio file is attached, double-click the audio file attachment. The default media
player automatically plays the voice mail message.

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 Features
Voice Message Synchronization

Voice Message Synchronization

Depending on which E-Mail Synchronization level you configure for the voice mailbox, voice
messages in the UVM user’s voice mailbox may or may not be synchronized with the user’s e-
mail client.
Voice message synchronization for the various E-Mail Synchronization levels is described
below:
• Forward and Forward and Copy: UVM and the e-mail server are not synchronized for
these levels. Therefore, when the user makes changes to voice messages in the e-mail
client they are not reflected in the user’s voice mailbox. For example, if the user deletes a
voice message from the e-mail client, the message is not deleted from the voice mailbox.
• Enhanced Integration (Default) or BlackBerry Enhanced Integration: UVM and the e-
mail server are synchronized for this level. Therefore, when the user makes changes to
voice messages in the e-mail client they are reflected in the user’s voice mailbox. For
example, if the user deletes a voice message from the e-mail client, the message is
deleted from the voice mailbox, and vice versa.
In addition, moving the voice message from the folder specified for voice messages to
another folder in the e-mail client deletes the voice message from the user’s voice
mailbox.

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Features
Synchronize MWI with E-Mail Client Option

Synchronize MWI with E-Mail Client Option

The Message Waiting Indication (MWI) feature provides a flashing message lamp on the user’s
phone to indicate that a new voice message is in the user’s voice mailbox.
When the user receives a new voice mail message in the e-mail client, the status of the
message is UNREAD on the e-mail server, and NEW on UVM. The message lamp on the user’s
phone flashes to indicate that a new message is available.
Enabling the Synchronize MWI with E-Mail Client option provides synchronization between
the MWI feature and the user’s e-mail client for users configured with the Enhanced Integration
or BlackBerry Enhanced Integration level. You can enable and disable this option for the user in
DB Programming (see page 18).
The following describes what occurs when the user accesses the message from his or her e-
mail client when the Synchronize MWI with E-Mail Client is enabled and disabled.
• Synchronize MWI with E-mail Client Enabled:
When the user accesses the message in the e- New Message =UNREAD= NEW
mail client, the message is marked as READ by Message Lamp Flashes
the e-mail server, the status of the message
changes to SAVED on UVM, and the message
lamp on the phone ceases to flash.
Accessed Message =READ= SAVED
Message Lamp Ceases to Flash

• Synchronize MWI with E-mail Client Disabled:

New Message =UNREAD= NEW
When the user accesses the message in the e-
mail client, the message is marked as READ by Message Lamp Flashes
the e-mail server, the status of the message
remains NEW on UVM, and the message lamp
on the phone continues to flash.
Accessed Message =READ= NEW
Message Lamp Flashes

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 Programming

Programming
Programming E-Mail Synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Programming Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Programming System Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

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Programming
Programming E-Mail Synchronization

Programming E-Mail Synchronization

This section provides programming instructions for setting up users with the appropriate E-Mail
Synchronization settings. It also provides important system programming information.

Programming Users
To program users for E-Mail Synchronization, in 5000 DB Programming go to Voice Processor –
Devices – Mailboxes – <mailbox>.
The first field in the E-Mail Synchronization folder is the E-Mail Synchronization Level. The level
that is programmed in this field specifies the E-Mail Synchronization level of integration. Note
that prior to the 5000 CP v5.0 release, UVM only supported the Forward Only and Forward and
Copy levels. To enable the other levels for UVM, the system must be equipped with v5.0 or later
software.
The E-Mail Synchronization level you select determines which additional fields in the E-Mail
Synchronization folder are programmable. See page 17 for programming instructions and field
descriptions.
Table 4 indicates which fields in the E-Mail Synchronization folder must be programmed for
each E-Mail Synchronization level. The field appears with a red “X” if it is not supported by a
specific level.

Table 4. Programmable Fields for the E-Mail Synchronization Folder

E-Mail Synchronization Level
Programmable Fields BlackBerry
Forward Forward Enhanced
Disabled Enhanced
Only and Copy Integration
Integration

E-Mail Synchronization Level     

Enable SSL for E-mail Server Connection  
E-mail Account Folder for Synchronization  
E-mail Server  
E-mail Account Password  
E-mail Account Username  
E-mail Address for Voice Messages    
E-mail Client Message Format    
Synchronize MWI with E-mail Client  

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 Programming
Programming Users

To configure the fields in the E-Mail Synchronization folder:

1. Go to Voice Processor – Devices – Mailboxes – <mailbox> – E-Mail Synchronization.

2. Configure the following fields:

• E-Mail Synchronization Level: Specifies the level of integration for E-Mail
Synchronization. It is set to Disabled by default. Options for this field vary
depending on the Voice Processor type. For UVM they include:
o Disabled
o Forward Only
o Forward and Copy
o Enhanced Integration
o BlackBerry Enhanced Integration
To synchronize the user’s voice mailbox and e-mail client, select Enhanced
Integration or BlackBerry Enhanced Integration. See “E-Mail Synchronization
Levels” on page 2 for descriptions of the options above.
• Enable SSL for E-mail Server Connection: Indicates whether the integration
connection is made using Secure Socket Layer (SSL). It is set to Yes by default.
Note that the system uses TCP port 143 for non-encrypted connections (non-SSL
IMAP) and TCP port 993 for encrypted connections (SSL IMAP).

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Programming
Programming Users

• E-mail Account Folder for Synchronization: Indicates the path to the account
folder (such as Inbox, Voice Mail, etc.) on the e-mail server to use for message
synchronization. The folder name can be up to 127 characters. For example, to
synchronize messages to the folder named “Voice Mail” in the user’s e-mail client
account, type Voice Mail in the text box. To synchronize messages to the subfolder
named “VM” under the “Inbox” main folder, type Inbox/VM in the text box. This
field is set to Inbox by default.
If you are configuring multiple voice mailboxes to synchronize with a single e-mail
account, only one voice mailbox can synchronize with the default Inbox folder.
Users must create separate folders in their e-mail client for each voice mailbox they
want to synchronize.

NOTICE
Possible Data Loss. Changing the E-mail Account Folder for Synchronization to
anything other than “Inbox” when the account is setup for BlackBerry Enhanced
Integration may result in the deletion of messages. To support integration into
folders other than the “Inbox” folder, the user must set up message routing rules
at the e-mail server (server-based rules) so that voice mail messages that are
sent using BlackBerry Enhanced Integration will be routed into the expected
folder. For information about setting up server-based rules, refer to the
appropriate e-mail server’s guide or Help.

• E-mail Server: Indicates the name of the e-mail server for the account
synchronization. The server name can be up to 127 characters. This field is blank
by default.
• E-mail Account Password: Indicates the password of the account to use for
message synchronization. This is the user’s network password. The password can
be up to 40 characters.

If network policies require users to change their passwords periodically,

NOTE
change the password in this field to match the user’s current password.

• E-mail Account Username: Indicates the user name of the account to use for
message synchronization. This is the user’s network username. The username can
be up to 127 characters. This field is blank by default.
• E-mail Address for Voice Messages: Specifies the e-mail address to which the
voice mail messages will be forwarded. This is also the e-mail address where
welcome and error e-mails are sent for the Enhanced Integration and BlackBerry
Enhanced Integration E-Mail Synchronization levels. The content and format of the
field depends on the e-mail system being used. The address can be up to 127
characters. If you enter an invalid character (: ; “ \ | ( ) , < > ‘), an error tone occurs.
For example, when using Lotus Notes, this field could be set to John Doe/
Chandler/Mitel, and when using e-mail, it would be john_doe@mitel.com.
• E-mail Client Message Format: Specifies the format (WAV, MP3, or NONE) of the
file attached to the e-mail message. It is set to WAV by default. If set to NONE, the
user receives an e-mail message with the callback information from the system’s
programmed Message Notification/Retrieval Application and must call into the
system to retrieve the voice mail message.

Unless the user’s client application supports only MP3 files, Mitel
NOTE
recommends using the WAV file setting only.

• Synchronize MWI with E-mail Client: Synchronizes message waiting indicator

(MWI) support with the e-mail client. If set to “Yes” (default), the message lamp is
turned off when the e-mail message is read. See page 14 for additional information
about this feature.
3. Press Enter or click another field to save the change.

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 Programming
Programming System Settings

Programming System Settings

In order for E-Mail Synchronization to work properly, the following items need to be properly
configured in the Mitel 5000 CP DB Programming application:
• E-Mail Gateway (E-Mail System must be set to SMTP and E-Mail SMTP Server must be a
fully-qualified domain name)
• IP Settings (Base Server Hostname and Domain Name must be configured)
To configure the E-Mail Gateway folder:
1. Go to System – E-Mail Gateway.
2. Change the E-mail System setting to SMTP.
3. Configure all of the available fields within the E-Mail Gateway folder. For details about
the fields, refer to the Mitel 5000 CP DB Programming Help.

The E-Mail SMTP Server field must use a fully-qualified domain name
NOTE
(FQDN) and not an IP address.

To configure the IP Settings folder:

1. Go to System – IP Settings.
2. Make sure that the Base Server Hostname and Domain Name fields are properly
configured.

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Programming
Programming System Settings

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 Diagnostics

Diagnostics
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

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Diagnostics
Introduction

Introduction
For field technicians and system administrators who already trained on and familiar with using
the AvdapMon utility described in the Voice Processing Diagnostics Manual (document part no.
550.8019), this section describes additional diagnostic commands and logging options available
for the UVM E-Mail Synchronization application.

Commands
There is a new “U” character command. When “U” is entered at the AVDAPMON command line,
you are prompted with: UM Command?. The valid Unified Messaging (UM) Commands are:
• stop=xyz or stop=*
• start=xyz or start=*
• enable_error_msgs=xyz or enable_error_msgs=*
• disable_error_msgs=xyz or disable_error_msgs=*
• debug_level=xyz or debug_level=*
Where “xyz” is a specific mailbox number and “*” is a wildcard that includes all mailboxes.
The stop= command stops the account(s) from actively synchronizing voice mail messages.
The start= command starts or re-starts the account(s) that has (have) stopped synchronizing.
The enable_error_msgs= command enables the account(s) to receive error messages as e-mail
messages when something fails in the synchronization process. For example, if the
synchronization process cannot log on to the configured e-mail account, an error message is
sent to the e-mail account.
The disable_error_msgs= command disables the ability to receive error messages. (By default,
error messages are enabled.)
The debug_level= command changes the type of debug information that is displayed for the
account(s). After entering this command, you are prompted with: DebugLevel (0, 1, 2, or 3)?.
Enter:
• 0 to turn off logging
• 3 to turn on logging (logs all of the IMAP interaction between UVM and the remote IMAP
server)
Levels 2 and 3 are not currently used.

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 Troubleshooting

Troubleshooting
Troubleshooting Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
E-mail Client Issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

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Troubleshooting
Troubleshooting Summary

Troubleshooting Summary
This section describes troubleshooting issues for E-Mail Synchronization. If you cannot resolve
an issue after reviewing this information, contact your local authorized Mitel provider for
assistance.

E-mail Client Issues

Table 5 includes troubleshooting issues related to e-mail clients and error e-mail message text.
The From address for error e-mail messages is NoReplyError@<server name>.com, where
server name is the voice mail server hostname or IP address.

Instruct users to not move voice messages from the specified folder in their e-mail
NOTES clients (see page 18). If users move voice messages from this folder, the
messages may be deleted from UVM.

Table 5. E-mail Client Troubleshooting Issues

Symptom/
Possible Cause Correction Action
Error Message
The user receives a The e-mail Large messages can be rejected due to
voice message with the attachment is larger limitations imposed by the e-mail server
following note: than the file size configuration.
“There was an error limitation set for the
appending this user’s e-mail
message. Check account on the e-
message size to see if mail server.
it exceeds your e-mail
server's configured
limit.”
The user receives an The user’s e-mail Verify that the proper e-mail user name and
error synchronizing credentials are password are programmed for the user (see
mailbox account incorrect. Or, the page 18). Ensure that the IMAP server is on
message with the IMAP server is off line.
following text: line or in the
“Error logging into: process of a
<user name>.” reboot.
The user receives an Not all of the Verify that the following fields are
error message with the required fields are programmed properly in DB Programming:
following text: configured for the • E-mail Server (page 18)
“Not all required e-mail server.
attributes for remote • E-mail Account Username (page 18)
server are populated • E-mail Account Password (page 18)
for: MB<xxxx>.”
• E-mail Account Folder for
Synchronization (see page 18)
The user receives an The E-mail Account Program this field with the proper folder
error message with the Folder for name.
following text: Synchronization
“Error selecting folder: field is not
Inbox/<folder name>.” programmed with
the proper folder
name.

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