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CallPilot 100/150 Desktop Messaging Installation and Maintenance Guide Copyright © 2003 Nortel Networks All rights reserved. 2003. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document.
Contents Chapter 1 Requirements for installing Desktop Messaging . . . . . . . . . . . . . . . . . . . . . 7 About CallPilot Desktop Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Optional hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Software requirements . . . . . . . . . . . . . . .
Contents Configuring Lotus Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Updating the Mail database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Updating the database automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Updating the database manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Configuring Internet Mail clients . . . . . . . .
Contents 5 In sent messages digits or symbols appear instead of language-specific symbols 56 Messages remain in the subscriber’s Outbox . . . . . . . . . . . . . . . . . . . . . . . . . 57 The subscriber cannot send messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 The subscriber cannot send a CallPilot message . . . . . . . . . . . . . . . . . . . . . 57 Non-delivery notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Chapter 1 Requirements for installing Desktop Messaging About CallPilot Desktop Messaging With CallPilot Desktop Messaging from subscribers can access their CallPilot mailbox from their personal computer. Subscribers can manage all their voice messages in one graphical interface. They can still access their mailbox from their telephone at any time.
Chapter 1 Requirements for installing Desktop Messaging Software requirements Integrated clients Integrated clients run with a corporate email server. You can use Desktop Messaging with one or more of these clients: • • • • • Microsoft Outlook 98 in Corporate mode Microsoft Outlook 2000 Microsoft Outlook 2002 (XP) Lotus Notes 5.x, 6.x GroupWise 6.x Note: If you want to use Lotus Notes 6 you must have version 2.0 installed.
Chapter 1 Requirements for installing Desktop Messaging 9 Where to get help USA and Canada Authorized Distributors - ITAS Technical Support Telephone: 1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#. Website: http://www.nortelnetworks.com/itas/ email: naitas@nortelnetworks.
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Chapter 2 Configuring your system for Desktop Messaging Before you install Desktop Messaging Before installing and using Desktop Messaging: • In CallPilot Manager, make sure that the number of Maximum Outcalling Channels is enough to accommodate the expected CallPilot telephone player use. The Outcalling Channels value controls the number of simultaneous channels that can be used for outcalling.
Chapter 2 Configuring your system for Desktop Messaging Configuring IMAP/LDAP/SMTP servers for Desktop Messaging CallPilot supports IMAP/LDAP protocols, which let Desktop Messaging subscribers access their CallPilot mailboxes using Microsoft Outlook, Lotus Notes, Novell GroupWise, and selected third-party Internet mail clients: Microsoft Outlook Express, Netscape Messenger, and Qualcomm Eudora Pro. Each type of desktop client is configured and used slightly differently.
Chapter 2 Configuring your system for Desktop Messaging 13 Configuring environments without a DNS The Domain Name System (DNS) is an Internet service that translates domain names into IP addresses. Because domain names are alphabetic, they are easier for subscribers to remember. The Internet is based on IP addresses. Every time you use a domain name, therefore, a DNS must translate the name into the corresponding IP address. For example, the domain name www.example.com can translate to 198.105.232.4.
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Chapter 3 Installing and configuring Desktop Messaging It takes approximately 10 minutes to install CallPilot Desktop Messaging. Depending on the subscribers’ expertise, you can ask them to install Desktop Messaging on their computer. Installation information Before you install CallPilot Desktop Messaging on a subscriber’s computer: • Make sure the subscriber’s computer has the correct hardware and software requirements. Refer to “Hardware requirements” on page 7 and “Software requirements” on page 8.
Chapter 3 Installing and configuring Desktop Messaging Uninstalling an earlier version of Desktop Messaging If the subscriber has Desktop Messaging 1.06 or earlier on their computer, uninstall it before you do the installation procedure. To uninstall a previous version of Desktop Messaging 1 Quit any open applications, including the Desktop Messaging installation program. If you use Microsoft Outlook, it can take an additional minute or two for the mail services to shut down.
Chapter 3 Installing and configuring Desktop Messaging 17 Installing Desktop Messaging You install Desktop Messaging from the CallPilot 100/150 Documentation and Client Software CD. Be sure to install the version of Desktop Messaging that is right for your system. Refer to: • • • “Choosing which version of Desktop Messaging to install” on page 17. “Installing Desktop Messaging version 2.0” on page 18 “Installing Desktop Messaging version 1.
Chapter 3 Installing and configuring Desktop Messaging Installing Desktop Messaging version 2.0 1 Load the CallPilot 100/150 CD in the CD-ROM drive of your computer. 2 Double-click the CD folder and double-click the Optional Software folder. 3 Double-click the Desktop Messaging folder. 4 Double-click the folder for the 2.0 version of Desktop Messaging. 5 Double-click the setup.exe icon. The setup program starts and the Welcome window appears. 6 Click the Next button.
Chapter 3 Installing and configuring Desktop Messaging 19 8 Click the Next button. The Destination Folder screen appears. 9 Click the Next button to accept the default directory, or click the Browse button if you want to locate other destination folders, and select the folder you want to install Desktop Messaging in. Nortel Networks recommends that you install Desktop Messaging in the default folder. 10 Click the Next button. The E-Mail Client screen appears.
Chapter 3 Installing and configuring Desktop Messaging 11 Select the check boxes for the email clients that you use. Internet Mail clients include Microsoft Outlook Express, Microsoft Outlook in Internet mail mode, Netscape Messenger, and Qualcomm Eudora Pro. Notes: • If you want to install Outlook and GroupWise on the same computer, you must follow the procedure “If you are Installing Desktop Messaging for Outlook and GroupWise” on page 16.
Chapter 3 Installing and configuring Desktop Messaging 21 15 Click the Next button. The CallPilot Mailbox Number screen appears. 16 Enter the subscriber’s mailbox number. The mailbox number is usually the subscriber’s extension number. 17 Click the Next button. The LDAP Server Settings screen appears. 18 In the LDAP server name or TCP/IP address box type the LDAP server name or TCP/IP address of your system. We recommend that you do not change the address book search base.
Chapter 3 Installing and configuring Desktop Messaging 19 Click the Next button. The Ready to Install! window appears. We recommend you leave the Update default mail profile box selected. If you are installing Desktop Messaging for Lotus Notes, you must enter your Lotus Notes password before the installation process continues. The Desktop Messaging installation program tries to detect Lotus Notes by searching for the notes.ini file on the hard drive.
Chapter 3 Installing and configuring Desktop Messaging 23 20 Click the Next button. The installation progress bar appears and indicates that files are being copied. 21 Click the Finish button to complete the installation.
Chapter 3 Installing and configuring Desktop Messaging Installing Desktop Messaging version 1.07 1 Load the CallPilot 100/150 CD in the CD-ROM drive of your computer. 2 Double-click the CD folder and double-click the Optional Software folder. 3 Double-click the Desktop Messaging folder. 4 Double-click the folder for the 1.07 version of Desktop Messaging client. 5 Double-click the setup.exe icon. The setup program starts and the Welcome window appears. 6 Click the Next button.
Chapter 3 Installing and configuring Desktop Messaging 7 25 Select the check boxes for the email clients that you use. Internet Mail clients include Microsoft Outlook Express, Microsoft Outlook in Internet mail mode, Netscape Messenger, and Qualcomm Eudora Pro. Notes: • If you want to install Outlook and GroupWise on the same computer, you must follow the procedure “If you are Installing Desktop Messaging for Outlook and GroupWise” on page 16.
Chapter 3 Installing and configuring Desktop Messaging 10 Click the Next button. The Select Destination Folder screen appears. 11 Click the Next button to accept the default directory, or click the Browse button if you want to locate other destination folders, and select the folder you want to install Desktop Messaging in. Nortel Networks recommends that you install Desktop Messaging in the default folder. 12 Click the Next button. The CallPilot Mailbox Number screen appears.
Chapter 3 Installing and configuring Desktop Messaging 27 14 Click the Next button. The CallPilot Server Settings screen appears. 15 In the Server Name or IP Address box type the FQDN or IP address of the CallPilot 100/150 system. 16 In the SMTP/VPIM prefix box type the SMTP/VPIM prefix of the CallPilot subscriber’s address. If CallPilot Networking is not enabled, leave this box blank, otherwise enter the value from the Local Prefix field of the Digital Networking Properties page in CallPilot Manager.
Chapter 3 Installing and configuring Desktop Messaging If you are installing Desktop Messaging for Lotus Notes, you must enter your Lotus Notes password before the installation process continues. The Desktop Messaging installation program tries to detect Lotus Notes by searching for the notes.ini file on the hard drive. If the file is not found, the Lotus Notes option is disabled during installation. If the notes.
Chapter 3 Installing and configuring Desktop Messaging 29 After you install Desktop Messaging After you install Desktop Messaging: • • • Set the default email client. Configure access to Desktop Messaging on subscribers’ computers Set the Timezone and Daylight Savings Time setting in CallPilot Manager To set the default email client 1 Click the Windows Start button, point to Settings and click Control Panel. The Control Panel window appears. 2 Double click the Internet Options icon.
Chapter 3 Installing and configuring Desktop Messaging Configuring Outlook 2002 Outlook 2002 handles mail accounts differently than previous versions of Outlook. This section describes how to configure the Desktop Messaging options for Outlook 2002. To set Desktop Messaging options 1 In Outlook, on the Tools menu, click E-mail Accounts. The E-mail Accounts wizard appears. 2 Choose View or change existing e-mail accounts, and then click Next.
Chapter 3 Installing and configuring Desktop Messaging • • 31 Do not select the Log on using Secure Password Authentication (SPA) check box. Server Information—Enter the CallPilot fully qualified domain name (FQDN) for both the incoming and outgoing servers. 5 Click Next. A message appears that confirms the changes. 6 Click Finish. To configure access to the CallPilot Address Book 1 In Outlook, on the Tools menu click E-mail Accounts. The E-mail Accounts wizard appears.
Chapter 3 Installing and configuring Desktop Messaging Configuring Novell GroupWise This section is an overview of how GroupWise is integrated with CallPilot. For information on how to use GroupWise to address, compose, open, delete, and perform other CallPilot operations, refer to the CallPilot 100/150 Desktop Messaging Quick Reference Guide or the online Help. Note: If the subscriber uses Novell GroupWise they must have Windows Messaging 4.0 installed on their computer.
Chapter 3 Installing and configuring Desktop Messaging 33 5 In the Mailbox box, enter the subscriber’s mailbox number. 6 At Check for new messages (Automatically/Manually), if the subscriber uses ISDN or dialup, select Manually. This option saves on toll charges by not continuously checking for new messages on CallPilot 100/150. 7 Select Include original message header when forwarding or replying.
Chapter 3 Installing and configuring Desktop Messaging Configuring Lotus Notes Updating the Mail database In Lotus Notes, the Mail database design determines which messages appear in the Notes message list. There are two ways to update the database design for Desktop Messaging: • • automatic update: this updates the database automatically when you install Desktop Messaging (recommended). manual update: you or the subscriber must update the database manually after you install Desktop Messaging.
Chapter 3 Installing and configuring Desktop Messaging 35 4 On the File menu, click Database, and then click Replace Design. The Replace Database Design dialog box appears. 5 Select Template Server. The Template Server window appears. 6 Select Local, and then click OK. 7 Select the Show advanced templates check box. 8 From the list box, select the version of CallPilot Mail for the version of Lotus Notes that you use. 9 Click Replace.
Chapter 3 Installing and configuring Desktop Messaging Configuring Internet Mail clients CallPilot Desktop Messaging supports these Internet mail clients: • • • • Outlook Express Outlook in Internet mail mode Netscape Messenger Eudora Pro Note: You must use at least the minimum supported version of the Internet mail client. In particular, Netscape Messenger versions earlier than 4.5 are incompatible with CallPilot Desktop Messaging.
Chapter 3 Installing and configuring Desktop Messaging 6 37 In the E-mail address box type the subscriber’s CallPilot address in the form @. For example: 14165556003@voiceserver.ca.result.com, where: • • • 1416555 is the SMTP/VPIM prefix. If you use Message Networking, include this prefix. 6003 is the CallPilot mailbox number voiceserver.ca.result.com is the FQDN of the CallPilot 100/150 system.
Chapter 3 Installing and configuring Desktop Messaging Configuring an LDAP directory service for Outlook Express or Outlook 1 Start Outlook. 2 On the Tools menu, click Accounts. The Internet Accounts screen appears. 3 Click the Directory Service tab. 4 Click the Add button and click Directory Service. The Internet Connection Wizard starts. 5 In the Internet directory (LDAP) server box type the FQDN or IP address of the CallPilot 100/150.
Chapter 3 Installing and configuring Desktop Messaging 39 Configuring special settings for Outlook Express or Outlook in Internet Mail mode 1 Select the settings for the type of Outlook the subscriber uses. • • 2 If the subscriber uses Outlook Express: a On the Tools menu, click Options. The Options screen appears. b Click the Send tab. c From Mail sending format, select Plain Text. d Click the Plain Text Settings button. The Plain Text Settings screen appears.
Chapter 3 Installing and configuring Desktop Messaging Configuring Netscape Messenger 4.x If the subscriber uses Netscape Messenger version 4.x as their Internet Mail client, use these procedures. If the subscriber uses Netscape Messenger 6.2, refer to “Configuring Netscape Messenger 6.2” on page 43. Notes: • • • If the subscriber uses Netscape with POP for email, Netscape cannot be configured with IMAP at the same time. You must set up a different Netscape subscriber profile.
Chapter 3 Installing and configuring Desktop Messaging 41 12 From When I delete a message, select Mark it as deleted. 13 Select the Clean up (“Expunge”) Inbox on exit check box. 14 Click the OK button. You return to the Mail Servers screen. 15 In the Outgoing mail (SMTP) server box type the FQDN or IP address of the CallPilot 100/ 150 system. 16 In the Outgoing mail server user name box type the FQDN or IP address of the CallPilot 100/150 system. 17 From the Mail & Newsgroups category, select Addressing.
Chapter 3 Installing and configuring Desktop Messaging Configuring an LDAP directory service for Netscape Messenger 1 Start Netscape Messenger. 2 On the Communicator menu, select Address Book. The Address Book screen appears. 3 On the File menu, select New Directory. The Directory Server Property screen appears. 4 In the Description box, type a descriptive name for the subscriber’s CallPilot directory service. 5 In the LDAP server box, type the FQDN of the CallPilot 100/150 system.
Chapter 3 Installing and configuring Desktop Messaging 43 Configuring Netscape Messenger 6.2 If the subscriber uses Netscape Messenger version 6.2 as their Internet Mail client, use these procedures. If the subscriber uses Netscape Messenger version 4, refer to “Configuring Netscape Messenger 4.x” on page 40. Notes: • • If the subscriber uses Netscape with POP for email, Netscape cannot be configured with IMAP at the same time. You must set up a different Netscape subscriber profile.
Chapter 3 Installing and configuring Desktop Messaging 12 Click the Next button. The Account Name page appears. 13 Type a name for the CallPilot mailbox to help the subscriber to identify it in Netscape Mail. 14 Click the Next button. The Congratulations page appears. 15 Verify your CallPilot mailbox information and click the Finish button. 16 On the Edit menu, select Mail & Newsgroups Account Settings.
Chapter 3 Installing and configuring Desktop Messaging 45 Configuring Eudora Pro To change any part of this configuration after it is complete, on the Tools menu click Options to display the configuration screens. Configuring an IMAP account on Eudora Pro 1 Double click the Eudora Pro icon. The New Account Wizard - Welcome to Eudora Pro! screen appears. 2 Click the Next button. The New Account Wizard - Account Settings screen appears.
Chapter 3 Installing and configuring Desktop Messaging 12 Click the Next button without entering a location prefix. The New Account Wizard - Outgoing E-Mail Server screen appears. 13 Check that the Outgoing Server box contains the FQDN or IP address of the CallPilot 100/ 150 system, and then click the Next button. 14 Click the Finish button. 15 On the menu bar, on the Tools menu click Options. 16 From the Category heading click the Attachments icon. The Options screen appears.
Chapter 3 Installing and configuring Desktop Messaging 47 Configuring an LDAP directory service for Eudora Pro 1 Start Eudora Pro. 2 On the Tools menu click Directory Services. 3 From the Protocols box, select LDAP. 4 Click the New Database button. The Modify Database screen appears. 5 Click the Network tab. 6 In the first box, type a descriptive name for the CallPilot directory service. 7 In the Host Name box, type the FQDN or the IP address of the CallPilot 100/150 system.
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Chapter 4 Troubleshooting This chapter is about: • • • • • • • • Troubleshooting during installation Troubleshooting log on problems Troubleshooting Outlook 2002 problems Troubleshooting Lotus Notes log on problems Troubleshooting after logging on Accessing Desktop Messaging online Help Using Desktop Messaging Support Tools Using CPTrace This chapter discusses problems that subscribers can experience with Desktop Messaging.
Chapter 4 Troubleshooting Microsoft Outlook default mail client You see the error message when you install Desktop Messaging: “Either Outlook is not the default mail client or there is no default mail client to fulfill the current request.” If Outlook is installed on the subscriber’s computer but they do not want Outlook to be their default mail client, they can change to another client after Desktop Messaging is installed.
Chapter 4 Troubleshooting 4 From Update CallPilot Mail databases, select Add CallPilot components or Remove CallPilot components. 5 Click OK. 6 From the Select database(s) dialog box, select one or a group of mail files to update. 7 Click OK.
Chapter 4 Troubleshooting Troubleshooting log on problems Invalid credentials The subscriber sees messages such as “Invalid credentials. Please retry” or “The server could not be located. Please Retry.” 1 On the subscriber’s computer, check that Desktop Messaging is configured with the proper settings.
Chapter 4 Troubleshooting 53 Troubleshooting Outlook 2002 problems These are issues with how Desktop Messaging works with Outlook 2002. These issues should be resolved with a future Outlook service release patch from Microsoft. Sending messages When a subscriber who uses Outlook 2002 creates a CallPilot message in the CallPilot window, Outlook does not automatically send the message when the subscriber clicks the Send button.
Chapter 4 Troubleshooting Troubleshooting Lotus Notes log on problems When Desktop Messaging is installed, Desktop Messaging appears under Folders and Views. In the Personal Name and Address Book on Local database, two new views are created: • • Groups (CallPilot) People (CallPilot) Note: In Lotus Notes 5.0, these views are accessible only from the View menu. In Lotus Notes 5.0 subscribers must log on to CallPilot before they can download the address book. In Lotus Notes 6.
Chapter 4 Troubleshooting 6 55 Make sure that: • • the Inherit future design changes check box is selected Hide formulas and LotusScript is not selected 7 Select CallPilot Mail (R5.0) or (R6.0), depending on which version of Lotus Notes you use. 8 Click Replace. 9 Press F9 to refresh the window and display the names.
Chapter 4 Troubleshooting Troubleshooting after logging on The CallPilot address book is empty Lotus Notes subscribers must log on to CallPilot before they can download the address book. 1 Make sure that your Address Book—People (CallPilot) window is the active window. 2 On the View menu, click Refresh. 3 Make sure the CallPilot Address Book has been downloaded. Outlook and GroupWise clients: 1 Click Download CallPilot Address Book.
Chapter 4 Troubleshooting 57 Messages remain in the subscriber’s Outbox On Microsoft Outlook, messages remain in the mail client outbox (not the CallPilot Message Store outbox). This problem can be caused by the migration from one server to another while maintaining the same Outlook client. Remove the Outlook server, then re-add it to the subscriber’s profile. To fix the Outbox: 1 On the subscriber’s computer, on the Tools menu click Services. The Services dialog box appears.
Chapter 4 Troubleshooting • • • Ask the subscriber to check that their mailbox is not full. If their mailbox is full, they cannot send messages until some messages are deleted. Ask the subscriber to check the format of the message address. If the FQDN after the @ symbol does not match the FQDN of CallPilot 100/150 configured to this mailbox, the message is rejected. Ask the subscriber to verify that no attachment is empty. An empty attachment causes the entire message to be rejected.
Chapter 4 Troubleshooting 59 "Unknown" appears in the Sender field In some messages, the subscriber sees a name or phone number in the Sender field. In other messages, the subscriber sees “Unknown.” If the caller’s phone system has Calling Line ID, CLID information appears in the Sender field for messages that are created when people phone you and you are not available. If CLID information is not provided, it appears as “Unknown.
Chapter 4 Troubleshooting Messages no longer on server The subscriber receives the error message: “This message could not be found on the server. Messages must exist on the server in order to be played via the telephone. Use computer to play this file. Port failed.” Voice messages that are saved to the subscriber’s computer are no longer in their CallPilot Inbox. The subscriber cannot play these messages from the telephone.
Chapter 4 Troubleshooting 61 A subscriber who forwards or replies to a voice message in Outlook Express receives non-delivery notification that the attached message cannot be delivered This occurs because when a subscriber forwards or replies to a voice message, Outlook Express inserts a text comment. Desktop Messaging does not support this type of text comment.
Chapter 4 Troubleshooting Accessing Desktop Messaging online Help Desktop Messaging for Microsoft Outlook, Novell GroupWise, and Lotus Notes provides standard Help. Note: To access Internet Mail client Help, on the Messaging Administration menu click Internet Mail Client Administration. Internet Mail client Help contains Help for the CallPilot interface. Use the manufacturer’s online Help for questions about your Internet Mail client.
Chapter 4 Troubleshooting 63 Using Desktop Messaging Support Tools Resetting the CallPilot message store for Microsoft Outlook This feature is available only for subscribers who use Microsoft Outlook. Resetting the CallPilot message store removes invalid or corrupt messages from the Inbox. Lotus Notes and GroupWise clients can reset their mailboxes by choosing the Refresh CallPilot Message List option. For Microsoft Outlook 98 and 2000 1 Press Ctrl + Shift.
Chapter 4 Troubleshooting Using CPTrace You can use CPTrace to collect information about problems with one of the desktop clients that CallPilot runs on. You save this information to a log file that you can analyze to determine the cause of the problem.
Chapter 4 Troubleshooting 65 CP Trace settings The CPTrace settings are stored in the Windows registry. The existing settings are used each time you run CPTrace. CP Trace settings IMAP/SMTP Logs all IMAP/SMTP traffic Desktop client Logs internal Outlook, Lotus Notes and GroupWise traffic Audio Player Logs Audio player traffic File Writes logs to a file. Check this box and type a file name and extension to maintain the log. You can include a directory path such as c:\my player.
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Index A configuring IMAP account 45 configuring LDAP directory service 47 testing IMAP account 47 Accessing Help 62 C F CallPilot Address Book setting up in Outlook (Internet mail mode) 31 setting up in Outlook Express 31 Fully Qualified Domain Name (FQDN) 52 CallPilot Message Store 32 GroupWise CallPilot Message Store 32 configuring 32 CLAN IP address 36 G Configuring environments without a DNS 13 Eudora Pro 45 GroupWise 32 IMAP account on Outlook/Express 36 Internet mail clients 36 IP addre
Index Lotus Notes configuring 34 error message 50 M Message waiting indicator 60 Microsoft Outlook (Internet mail mode) 8 Outlook Express 8 Microsoft Outlook (Internet mail mode) configuring access to CallPilot Address Book 31 Microsoft Outlook 2002 configuring text formatting options 31 specifying e-mail settings 30 Microsoft Outlook Express configuring access to CallPilot Address Book 31 My LDAP server requires me to log on 38 N Netscape Messenger 8 configuring 40 configuring IMAP account 40 config
