ADMINISTRATION GUIDE - Mitel

1 ADMINISTRATION GUIDE Contents NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation. 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. Nothing in this document may be reproduced in any manner, whether wholly or in part for any use whatsoever, without written permission from Mitel Networks Corporation. Mitel is a registered trademark of Mitel Networks Corporation. Outlook is a trademark of Microsoft; Lotus Notes is a trademark of IBM. Other product names mentioned in this document may be trademarks of their respective companies and are hereby acknowledged.

2 Revision September 2005 , Trademark of Mitel Networks Corporation Copyright 2005, Mitel Networks Corporation All rights reserved Contents Contents About Your 1 About This 1 1 1 About Your 2 About the Softphone 3 3 Emergency Call Services 4 Emergency Call Services Support Legal Disclaimer 4 Deploying Your 5 Overview of Your Assistant 5 Your Assistant Component 5 The Your Assistant Deployment 6 Planning for Your Assistant Clients 7 Determining Operating System and Software 7 Determining Hardware 7 Planning Client 8 Planning for Your Assistant Servers 8 Assessing Your Hardware and 8 Designing for Performance and 9 Performing Capacity 9 Designing Your Assistant Active Directory 10 Deploying and Managing Your 12 Network 12 Integrated communications platform 13 Installing and Configuring the Your Assistant 25 Your Assistant 27 Adding and Editing Switch 28 Managing 30 Managing Client 36 Choosing a 39

3 Configuring Automatic Call Distribution (ACD).. 40 Installing Your Assistant 41 Logging on to Your Assistant 45 Appendix A Your Assistant with Softphone Module Network 46 46 Network 46 Setting Priority 46 Bandwidth 47 48 Appendix B VPN 50 VPN Configuration 50 Teleworker 50 Remote Office 51 i Contents Mobile 51 52 VPN 52 Recommended 52 Network 52 Bandwidth 53 About Quality of 54 Firewall 55 Corporate Firewall 55 Remote Firewall 55 VPN with Built-in 56 Appendix C Emergency Call Services Support 57 Emergency Call Services Support Legal Disclaimer French (Canada).. 57 Emergency Call Services Support Legal Disclaimer French (Europe).. 57 Emergency Call Services Support Legal Disclaimer 58 Emergency Call Services Support Legal Disclaimer 58 Emergency Call Services Support Legal Disclaimer Portuguese (Brazil).. 58 Emergency Call Services Support Legal Disclaimer Portuguese (Europe).

4 59 Emergency Call Services Support Legal Disclaimer Spanish (Latin America).. 59 Emergency Call Services Support Legal Disclaimer Spanish (Europe).. 60 Emergency Call Services Support Legal Disclaimer 60 Revision ii About Your Assistant About Your Assistant Mitel Your Assistant is an intuitive PC-based application that converges the call control capabilities of the Mitel 3300 Integrated communications platform (ICP) or the Mitel SX-200 ICP with contact management and collaboration applications to simplify and enhance real-time communications. Your Assistant with the Softphone Module also offers an embedded IP-based software phone.

5 When remotely connected to the 3300 ICP via a secure network connection, mobile users can make and receive calls as though they were inside the corporate network. Your Assistant with the Softphone Module also lets users record calls on their computer. Note: The Softphone Module is not supported on the SX-200 ICP or in YA Lite mode. About This GUIDE This administrator GUIDE contains information about installing and configuring Your Assistant on a 3300 ICP or SX-200 ICP, and is organized as follows: About Your Assistant (this section) Deploying Your Assistant (page 5) Appendix A Your Assistant with Softphone Module Network Guidelines (page 46) Appendix B VPN Guidelines (page 50) Appendix C Emergency Call Services Support (page 57) Note: This Administrator GUIDE assumes that you are familiar with the System ADMINISTRATION Tools for your respective Mitel ICP, and that you have already purchased Your Assistant and the necessary ICP licenses.

6 You should always review the Field Change Instructions (FCI) before installing Your Assistant. Audience This document is intended for IT managers/system administrators. Conventions The term PIM (Personal Information Manager) refers to a supported PIM application (for example, Outlook or Lotus Notes). See Determining Operating System and Software Support on page 7 for a list of the supported PIMs. The term Softphone refers to the software-based IP phone that is included with the Softphone Module. The term desk phone refers to the physical IP phone set sitting on the user s desk. Revision 1 About Your Assistant About Your Assistant Your Assistant Main Screen Your Assistant is a desktop application that lets users control their Mitel IP desk phone from their computer.

7 With Your Assistant s intuitive interface, users can: make and receive calls forward incoming calls set up various call forwarding profiles create speed dial/favorites use drag-and-drop to manage conference calls securely instant message other Your Assistant users monitor presence availability of other Your Assistant users As well, Your Assistant provides: call timer and annotation tools detailed call history integration with MSN Instant Messenger fully configurable user interface call interface when using your PIM s dialing application (if any) Some Your Assistant features that are supported on the 3300 ICP are not supported on the SX-200 ICP. However, this functionality may be available through the desk phone. Feature 3300 ICP SX-200 ICP YA Lite ( 3300 and SX-200) Softphone Module X - - Call Forwarding X - - Auto Answer X - - Do Not Disturb X - - Revision 2 About Your Assistant Voice Mail Notification X - - Your Assistant Chat X X - Windows or MSN Messenger X X - Presence X X - About the Softphone Module Your Assistant with the Softphone Module provides all the features of Your Assistant, plus.

8 Embedded IP-based software telephone (Softphone Module) call recording (calls are recorded as .wav files on the user s computer) Your Assistant Softphone Module can be used in two ways: Desk phone mode: in this mode, the Softphone Module is used as an interface to the user s desk phone. Softphone mode: in this mode, the Softphone Module is used as a stand-alone phone. All calls to the desk phone are automatically forwarded to the Softphone Module (when you close Your Assistant, this call forwarding is automatically cancelled). Users select which mode they want when they start up Your Assistant. Users can also change modes when Your Assistant is running (they will have to exit and restart). The Softphone Module and the desk phone each have different extension numbers. When Your Assistant is run in Softphone mode, calls to the desk phone are forwarded to the Softphone Module.

9 When run in desk phone mode, calls to the Softphone Module extension number are forwarded to the desk phone. Note: We recommend that users not publish their Softphone Module extension number unless the user does not ever use a desk phone. All missed calls to the desk phone extension will be forwarded to the Softphone Module when working in Softphone mode. Documentation The following documentation is available for Your Assistant: Release Notes. Distributed with the application. You can also download it from Mitel Online. Administrator GUIDE (this document). You can download additional PDF copies from (you need a Mitel Online account to access this document). Online Help. Embedded with the application. User GUIDE . You can download PDF copies from To send us feedback If you have suggestions on how to improve this documentation, please contact us at Revision 3 About Your Assistant Emergency Call Services Support When used in a remote location, Your Assistant with the Softphone Module is not suitable for providing reliable access to call for emergency services (for example, 911, 999 or 112).

10 See the following legal disclaimer. Emergency Call Services Support Legal Disclaimer English WARNING: Mitel DISCLAIMS ANY EXPRESS OR IMPLIED WARRANTY OR REPRESENTATION THAT THE SOFTWARE WILL PERMIT OR ALLOW YOU ACCESS TO EMERGENCY CALL SERVICES, SUCH AS 911/999/112 OR SIMILAR EMERGENCY CALL SERVICES (IN THE APPLICABLE TERRITORY WHERE THE SOFTWARE IS USED). Mitel FURTHER DISCLAIMS ANY EXPRESS OR IMPLIED WARRANTY OR REPRESENTATION THAT, IN THE EVENT SUCH ACCESS IS AVAILABLE, THE SOFTWARE WILL RELAY ACCURATELY OR AT ALL, THE DEVICE IDENTIFICATION NUMBER OR PHONE NUMBER (ALSO KNOWN AS AN AUTOMATIC NUMBER IDENTIFICATION (ANI) OR CALLBACK) OR THE LOCATION (ALSO KNOWN AS AUTOMATIC LOCATION INFORMATION (ALI)) YOU ARE CALLING FROM, TO THE APPROPRIATE EMERGENCY RESPONSE CENTER (ALSO KNOWN AS A PUBLIC SAFETY ANSWERING POINT (PSAP)). Mitel RECOMMENDS THAT THE SOFTWARE NOT BE USED IN CONNECTION WITH OR TO UTILIZE EMERGENCY CALL SERVICES, SUCH AS 911/999/112 OR SIMILAR EMERGENCY CALL SERVICES.