ADMINISTRATION GUIDE

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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.

Revision 3.0.7 September 2005

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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. 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. 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.

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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. 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 - -

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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: • 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. 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 edocs.mitel.com (you need a Mitel Online account to access this document).

• Online Help. Embedded with the application.

• User Guide. You can download PDF copies from edocs.mitel.com/ug/index.html.

To send us feedback

If you have suggestions on how to improve this documentation, please contact us at [email protected].

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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). 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.

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Deploying Your Assistant

Overview of Your Assistant Deployment

Deployment of Your Assistant Server requires Windows 2000 Server or Windows 2003 Server, the Microsoft .Net Framework 1.1, and Microsoft Data Access Components (MDAC) 2.7. Also, Your Assistant requires at least one Mitel ICP (3300 or SX-200).

Your Assistant Component Architecture

Before beginning the design and deployment of Your Assistant, you should understand the various components involved. The following tables summarize the most visible components of Your Assistant. The components are listed in the tables as two groups: those that are required and those components that are optional. Table 1 lists the components that are required in all scenarios.

Table 1 Your Assistant Components Required

Components Function

Your Assistant Clients Your Assistant provides all the functionality of a Mitel desk set. Additionally, Your Assistant presents a much easier interface to the desk set functions and can optionally provide secure chat, MSN integration, PIM integration, and call recording. Call logging and call annotation are also included in the base configuration. Mitel Desk Phone (optional if configured with

the Softphone Module)

Your Assistant controls and complements the Mitel phone. Supported sets are:

Supersets 4015, 4025, 4150

IP Phones: 5010, 5215, 5020, 5220. IP Appliances: 5140, 5230, 5240

Mitel 3300 ICP or SX-200 ICP The IP PBX does all call control for desk phones and Your Assistant Softphone Modules (3300 only).

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Table 2 lists the components that are optional. Table 2--Optional Your Assistant Components

Components Function

Personal Information Manager (PIM) Your Assistant can retrieve caller information directly from the PIM so that callers are identified before being answered and also so that the call can be correctly logged.

Supported PIMs include:

• Act! 2000 (Best Software) • Lotus Notes R5 or R6 (IBM) • Outlook 97 or greater (Microsoft) Windows or MSN Messenger Your Assistant can monitor messenger

presence and availability and send instant messages.

You Assistant Softphone Module A Your Assistant integrated full-featured IP-Phone implemented in software.

Microsoft Live Communications Server 2003* Secure real-time communications server. * There is no explicit integration between Your Assistant and Microsoft Live Communications Server (LCS). The integration is implemented through Windows Messenger which Your Assistant and Microsoft LCS support.

The Your Assistant Deployment Process

• Planning for Your Assistant Clients Deployment • Planning for Your Assistant Servers Deployment • Designing for Performance and Availability

• Integrated Communications Platform Configuration SX-200 ICP Configuration

3300 ICP Configuration

• Installing and Configuring the Your Assistant Server • Your Assistant Licensing

• Adding and Editing Switch Information • Managing Users

• Managing Client Licenses • Installing Your Assistant Clients • Logging on to Your Assistant Server

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Planning for Your Assistant Clients Deployment

Determining Operating System and Software Support

Table 3 OS and Software Support

Software Minimum Version/Service Pack Supported Windows 2000 Server SP3 Windows 2000 Pro SP3 Windows XP SP1a, SP2 Operating System Windows XP Tablet Edition SP1a, SP2

Microsoft .Net Framework 1.1

Microsoft Data Access Components 2.7 (included with Windows XP)

Windows Installer Service 2.0 (included with all supported Windows operating systems)

Instant Messenger* Windows Messenger 5.0 MSN Messenger 6.0 PIMs* Act! 2000 (Best Software)

Lotus Notes R5 (IBM) Outlook 97 (Microsoft)

*Neither a PIM nor an instant messenger is required to run Your Assistant.

Determining Hardware Support

Table 4 Hardware Requirements

Hardware (minimum) Your Assistant Your Assistant with Softphone Module

CPU Pentium II (266 MHz) Pentium II (266 MHz)

RAM 128 MB 256 MB

Free disk space 40 MB 40 MB Network Interface Card Full duplex 10/100 Mbps (100

Mbps full duplex recommended)

Full duplex 10/100 Mbps (100 Mbps full duplex recommended)

Sound Card n/a Full Duplex

Headsets n/a USB headset

Desk Phone Supersets 4015, 4025, 4150 IP Phones: 5010, 5215, 5020, 5220

IP Appliances: 5140, 5230, 5240

A desk phone is not required when Your Assistant is configured with the Softphone Module. However, Your Assistant with Softphone Module can be operated in desk phone mode where any of the phones supported for Your Assistant can be monitored and controlled.

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Planning Client Deployment

Software Distribution Point

You can use a file server on your network as a software distribution point for the Your Assistant client. When you rollout, send an email to users explaining the pending rollout and providing a link to the distribution point and any configuration details required by the installation wizard.

IntelliMirror

The Microsoft® IntelliMirror® management technologies can be used with Windows Installer to deploy and manage the installation of Your Assistant client. For more information, please see Step-by-Step Guide to Software Installation and Maintenance

(http://www.microsoft.com/windows2000/techinfo/planning/management/swinstall.asp).

Logon Script

The Windows Script Host can also be used to create a logon script for deploying Your Assistant. See the Windows Script Host site (http://msdn.microsoft.com/library/default.asp?url=/library/en-us/script56/html/wsoriWindowsScriptHost.asp) or the Windows Management Instrumentation site

(http://msdn.microsoft.com/library/default.asp?url=/library/en-us/dnanchor/html/anch_wmi.asp).

SMS

Where scheduling, inventory, status, reporting, and support for deployment across a wide area network, Microsoft recommends using Systems Management Server 2003 (SMS). For more information, see the Systems Management Server Home web site.

Group Policy

You can create a Group Policy object to deploy Your Assistant clients. For more information, see

Deploying and upgrading software in Help and Support Center for Windows Server 2003.

Planning for Your Assistant Servers Deployment

Note: A Your Assistant Server is not required for Your Assistant clients running in YA Lite mode.

Assessing Your Hardware and Software

Your Assistant Server Hardware Requirements

Table 5 Your Assistant Server Hardware Requirements Hardware (minimum) Your Assistant

CPU Pentium III 600 MHz

RAM 128 MB

Free disk space 5 GB

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Your Assistant Server Software Requirements

Table 6 Your Assistant Server Software Requirements

Software Minimum Version/Service Pack Supported Windows 2000 Server SP3 Windows 2000 Professional SP3 Windows 2003 Server Operating System Windows XP SP1A, SP2 Windows Update Microsoft .Net

Framework

Microsoft .Net Framework 1.1

Telephony Library Mitel MiAudio Desktop Edition

MiSN Universal SDK v1.0.0.12

Data Access Library Microsoft Data Access Components (MDAC)

2.7 (included with Windows XP and 2003 Server)

Installer Library Windows Installer Service

2.0 (included with all supported Windows operating systems)

Designing for Performance and Availability

Performing Capacity Planning

Determining How Many ICPs to Deploy

3300 ICP

For 3300 ICP software versions prior to 5.0, the 3300 ICP will support no more than 150 Your Assistant clients. However, the 3300 has a limit of 500 lines it can monitor with Your Assistant. Therefore, these lines must be apportioned among the clients so that this limit is not exceeded. For example, if 150 Your Assistant clients are deployed with one 3300, each client can monitor three lines (3 x 150 = 450). Or 100 clients could monitor 4 lines each and the remaining 50 could monitor 2 lines (4 x 100 + 2 x 50 = 500).

For 3300 ICP software versions 5.0 and later, the number of supported clients has increased to 400 and the number of supported devices has increased to 1000. Therefore, the above examples change accordingly. If 400 Your Assistant clients are deployed on one 3300, 300 of them could monitor three lines, and the remaining 100 could monitor one line (3 x 300 + 1 x 100). Or 200 could monitor three lines and 200 could monitor two lines (3 x 200 + 2 x 200).

SX-200 ICP

The SX-200 ICP will support no more than 75 Your Assistant clients. However, the SX-200 ICP has a limit of 150 lines that can be monitored. These must be apportioned among the Your Assistant clients. If 75 Your Assistant clients are deployed, each could be configured with two lines (2 x 75). Or 50 could monitor one line and 25 could monitor four lines (1 x 50 + 4 x 25).

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Determining How Many Your Assistant Servers to Deploy

Table 7 describes how many users a given hardware configuration will support. However, presence information cannot be passed between Your Assistant servers. Therefore, rather than install another server when the user limit is exceeded, it is required that the single server hardware be upgraded if presence information and secure chat between all users is needed. The Your Assistant server has no limit on the number of 3300 ICPs.

The Your Assistant server will operate on any one of the following Windows operating systems: • Windows 2000 Professional SP3

• Windows 2000 Server SP3 • Windows XP Professional • Windows 2003 Server Table 7 Number of users

Number of Users CPU RAM

10 600 MHz 128 MB 25 600 MHz 128 MB 50 1 GHz 256 MB 100 1.5 GHz 256 MB 500 2 GHz 512 MB 1000 2 GHz 1 GB

Note: Table 7 contains guidelines only. Requirements may very depending on Your Assistant usage and other network conditions. Further, these guidelines apply to a server dedicated to running only the Your Assistant server. Requirements may vary if other software is running on the server PC.

Note: With the exception of Your Assistant clients running in YA Lite mode, the Your Assistant server must be running at all times for Your Assistant clients to launch and receive a license to operate..

Note: Your Assistant client should not be installed on the Your Assistant server. The client and server will operate correctly on the same PC, but if one is uninstalled, the other will no longer function.

Designing Your Assistant Active Directory Topologies

Your Assistant Server Design Considerations

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Single-Forest Topology

The topology for a single domain is shown in Figure 1. This is the simplest configuration where Active Directory synchronization can be enabled.

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Figure 2 illustrates the interaction of network components in a single-forest topology. Figure 2 Component interaction in a single-forest Your Assistant deployment

Multi-Forest Topology

Multi-Forest topologies are not supported in this release of Your Assistant.

Deploying and Managing Your Assistant

Network Guidelines

The first step is to do a site survey.

• Your Assistant Client PC’s must meet minimum requirements (see page 7); • Confirm that client phones are supported (see page 7);

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• Maintain Mitel prescribed LAN architecture (see Mitel Online document LANDesignGuidelinesMay2102.pdf).

For a detailed explanation of how the network should be configured for the 3300 ICP, see the document LAN Design Guidelines for the Implementation of MN3300 Platforms.

Your Assistant with the Softphone Module is directly affected by the design of the network topology. In configurations where the 3300 is on a VLAN different than the VLAN for Your Assistant client PCs, these VLANs must be routable.

Integrated Communications Platform Configuration

SX-200 ICP Configuration

This section contains information on configuring your SX-200 ICP to support Your Assistant. You need to complete the following steps in order to configure Your Assistant users on the SX-200 ICP.

Enable Application Interface for Your Assistant 1. Log into the CDE;

2. In form 4, enable option 105, Mitel Application Interface. When prompted, enter the Mitel Options Password;

3. In form 12, set the entry where Bay = 1, SLT = 13, and CCT = 19 with the settings: • Type = SOCKET,

• TEN = 1,

• EXT NUM is an extension that will otherwise be unused, • COS = 1,

• COR = 1, • CDN = 1;

4. In form 34, configure the unused extension from step 3. The settings should be: • PRINTOUT = MAI (select ESC 5 for more options, then ESC 9 for MAI) • PRINTOUT TYPE = Autoprint

• GUARANTEED = NO

Set Up Voice Mail for Your Assistant Users

If you are using the pre-configured extensions, voice mailboxes are already configured. The user merely needs to call the default voice mail extension 300 and set up their voice mailbox using the interactive attendant. If new extensions were configured, new mailboxes can be setup in form 50, Mailboxes.

(See your SX-200 ICP technical documentation for more details on any of these steps.)

3300 ICP Configuration

This section contains information on configuring your 3300 ICP to support Your Assistant. IMPORTANT: Only Mitel-certified 3300 technicians can configure the ICP.

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You need to complete the following steps in order to configure Your Assistant users on the 3300 ICP.

Note: Step 1 requires a system reboot, and should be done during off-peak hours.

1. Add the Required Licenses to the 3300 ICP (page 14).

1. Create Extension Numbers for Your Assistant Users (page 15).

2. Create Class of Service and Zone Compression for Your Assistant (page 16). 3. Update the Telephone Directory (page 19) (page 20).

4. Configure Multiple Incoming Call Support (Optional) (page 21). 5. Create User Authorization Profiles for Desktop Tool Access (page 23) Add the Required Licenses to the 3300 ICP

Note: We recommend that you perform a system backup before you add licenses to the 3300 ICP, and a data restore once you are done (see the 3300 Technician’s Handbook for more information).

Note: Adding licenses to a 3300 ICP is service-affecting, and should be done during off-peak hours.

To add licenses to the 3300 ICP

1. Log on to the 3300 System Administration Tool.

2. In the Selection drop-down menu, select System Configuration.

3. Open the System Configuration folder, the System Capacity folder, and then select the License and Option Selection form.

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5. Update the total number of IP user and device licenses you now have. 6. Ensure that Mitai/Tapi Computer Integration is set to Yes.

7. Enter your System Options Password in the Password field, and then click Save. 8. Reboot the 3300 ICP controller.

Create Extension Numbers for Your Assistant Users

Note: If a user has both a desk phone and a Softphone Module, create a separate extension number for each.

To create extension numbers for Your Assistant users

1. Open the Devices folder, the IP Telephones folder, the Multiline IP Sets folder, and then select the Multiline IP Set Configuration form.

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3. Enter the information for the user (click Help for more information).

• For a desk phone, set Device Type to the name of the device (5020 IP in the example above).

• For a Your Assistant Softphone Module, set Device Type to 6600 YA PRO. Create Class of Service and Zone Compression for Your Assistant

For Your Assistant to function properly, you must group all Your Assistant desk phones and Your Assistant Softphone Modules in a separate Class of Service (COS), and ensure that the following options are properly set for that Class of Service:

Required Setting for COS Option

Your Assistant Softphone Module

HCI/CTI/TAPI Call Control Allowed Yes Yes HCI/CTI/TAPI Monitor Allowed Yes Yes

Voice Mail Softkey Alloweda No No Call Forwarding (External Destination) (as desired) No

a. If set to Yes, users will not be able to hang up from their voice mailbox when using Your Assistant.

To set Class of Service and zone compression

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2. Select an unused Class of Service number (4 in the example above), and then click Change to edit that Class of Service.

3. Enter a name for the Class of Service in the Comment field.

4. Ensure that the required Class of Service (COS) options are set properly (see table on page 16).

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6. Verify that all Your Assistant extensions:

• Have the same Class of Service (COS 4 in the example above).

• Verify that the Your Assistant Softphone Modules are not in the default compression zone (you may need to scroll horizontally to see the Compression Zone field). 7. To change an extension’s Class of Service or compression zone:

(a) Select the extension number.

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(c) Enter the new Class of Service and/or Compression Zone ID (for Class of Service, make sure that the Day, Night 1 and Night 2 COS conform to the information in step 5 on page 17).

(d) Click Save.

8. If you have more than one Your Assistant Softphone Module in a compression zone: (a) Open the IP Telephones folder, then select the Compression Zone Assignment

form.

(b) Verify that intra-zone compression is enabled for the compression zones with more than one Softphone Module.

9. To enable intra-zone compression:

(a) Select the desired Compression Zone ID, and click Change. The Change Compression Zone window opens.

(b) Set Intra-Zone Compression to Yes, and click Save. Update the Telephone Directory

You need to add a directory entry for each user device.

Note: When a Your Assistant user with the Softphone Module has BOTH a desk phone and a Softphone Module, we recommend that you make the Softphone Module extension private (see step 3 below).

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To add users to the Telephone Directory

1. In the Selection drop-down menu, select System Administration.

2. Open the Telephony Directory Management folder, and then select the Telephony Directory Assignment form.

3. For each user device:

(a) Click Add to edit the 3300 ICP Telephone Directory.

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Set Up Voice Mail for Your Assistant Users

Note: For Your Assistant users with BOTH a Softphone Module and desk phone, you do not

need to create a voice mail account for the Softphone Module.

To add a voice mailbox extension

1. In the Voice Mail folder, select the Voice Mailbox Configuration form.

2. For each user:

(a) Click Add to create a new voice mailbox.

(b) Enter the user information, and click Save.

Configure Multiple Incoming Call Support (Optional)

Use this procedure to set up a monitored extension so that a Your Assistant user can manage up to two incoming calls at once (that is, a user can have two appearances of the same line).

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To configure multiple incoming call support

1. In the Selection drop-down menu, select System Configuration.

2. Open the Devices folder, the IP Telephones folder, the Multiline IP Sets folder, and then select the Multiline Set Key Assignment form.

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3. For each user requiring multiline incoming call support:

(a) Select the user’s extension number in the Multiline Set Key Assignment section (6601 in the example above).

(b) Select button number 2 in the Softkeys section, and then click Change Member to edit that softkey.

(c) Enter the user information, and then click Save. Make sure that: − Line Type is set to Multicall.

− Ring Type is set to Ring.

− Button Directory Number is set to the directory number to monitor (enter the user’s extension if you want the user to answer multiple calls on the same line). Create User Authorization Profiles for Desktop Tool Access

For users with desk phones, you should create authorization profiles so they can use the Desktop Tool to change their set language, manage their Speech Enabled Application profile, etc.

Note: To prevent conflicts when using Your Assistant with a Mitel IP Phone, users should use Your Assistant rather than the Desktop Tool to set their call forward profiles.

To create authorization profiles

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2. Select the User Authorization Profiles form.

3. For each user:

(a) Select the user, and click Change.

(b) Enter the desired username in the User Profile Login ID field.

(c) Enter the desired password in the User Profile Password and Confirm Password fields.

(d) Make sure only Desktop Admin is selected under Access. (e) Click Save.

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Automatic Call Distribution (ACD) See the documentation for the SX2000.

Installing and Configuring the Your Assistant Server

To Install Your Assistant Server

Run the installer YourAssistantServer.exe on the target server PC. The server application files will be installed in the Program Files directory on the PC. When the installer completes, it will launch the following services:

• YALicensingServer • YAServer

• Your Assistant Collaboration Server

Confirm that these services are Started and that the startup type is set to Automatic. From the YAServer service entry context-menu, select Properties. Click the Log On tab and choose This account: and enter a domain user and password. The user should have the credentials to read the Active Directory deleted objects container; by default a domain administrator has these credentials. Restart the YAServer service.

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Active Directory Accounts

When integrated with Active Directory, those user objects that have a 3300 switch IP specified (see pages 28 and 34).

Toolbar

The toolbar provides shortcuts to the Account Info, Licensing Info, and Switch Info screens. Your Assistant Accounts

This list contains users that have been imported from Active Directory and users that have been manually added.

The Your Assistant Administration Tool (YA Admin Tool) is installed with the Your Assistant Server and is accessible from the Windows Start menu. The tool enables enterprise system administrators to create, read, and update user information, or delete users from the Your Assistant system. It assigns license features to users and removes them, and configures integration with Active Directory.

The administrator uses the YA Admin Tool to manage the following Your Assistant user licenses: • Your Assistant

• Your Assistant Softphone Module • Your Assistant Chat

• MSN Messenger integration Information about users in YA Admin Tool:

• Windows Login identifier

• First name, middle name, last name

• Organizational unit (e.g. accounting, administration, etc.) • Desk phone extension

• Softphone Module extension (if feature enabled) • PBX IP Address

• Phone Model • Language

• Configured 3300 features (auto answer, do not disturb, call forwarding) YA Admin Tool -- PBX information:

• PBX IP address

• Maximum internal extension length • Dial prefix for external calls

• Country/Region • Set registration code

Your Assistant Administration Tool works with or without Active Directory. See the section To add accounts using Active Directory integration on page 33 for details about integrating with Active Directory accounts.

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Your Assistant Licensing

Your Assistant client and its features must be licensed for each user that will be using Your Assistant. Activating a license can be accomplished easily where the Your Assistant has access to the Internet. However, a license can be activated or updated offline as well. This requires a PC with access to the Internet.

To activate or update a license

Select View > Licensing Info… (or choose “Licensing Info” from the Administration Bar). Click the Activate License button.

If the YA Server PC has Internet access, an online activation can be performed. Click the Online Activation tab and enter the Application Record ID, then click the Activate button.

If you already have a newly activated license file or the YA Server does not have access to the Internet, offline activation may be performed. Click the Offline Activation tab and enter your service account number.

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Click the Save button and choose a name and place to save the generated file. This file contains particulars specific to the YA Server configuration. Deliver this file to your Mitel product

representative. When the representative returns a license file, click the Load button and choose the license file. The server license will then be activated and you may allocate Your Assistant and Your Assistant features to users.

Adding and Editing Switch Information

To add a switch

1. With the Properties dialog box open, select Tools > Options > Default Settings. 2. Right-click in the Switch Configurations area and choose Add Switch.

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3. Add the properties in the Switch Details dialog box and click OK.

Table 8 Switch Details Fields

Property Description

Internal Extension Length The maximum number of digits of the internal phone extensions;

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Switch IP The IP address of the 3300 switch; Voicemail Extension The extension number for voice mail;

Outgoing Dial Prefix The number users must dial to get an outside line.

To edit a switch

1. With the Properties dialog box open, select View -> Switch Info (or select the Switch Info icon in the toolbar).

2. With a switch selected in the Switch Configurations area, right-click and choose Update Switch(s).

3. Edit the properties in the Switch Details dialog box and click OK.

Managing Users

Once a user has been added to the system using Your Assistant Administration Tool, they will automatically log onto the Your Assistant Server when they start their Your Assistant Client. The Client receives all relevant settings information from the Your Assistant Server at login, allowing the user to receive the same settings information for their Your Assistant Client where ever they log in.

There are two ways to add users, manually and through Active Directory integration. A deployment can use both methods, however if many users are being added, Active Directory integration is faster and more convenient.

To manually add a user

1. Right-click in the Your Assistant Users list and choose Add New Account from the context menu.

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Table 9 Account Property Fields

Property Description

UserID The user ID YA uses to login into the YA server. This must be in one of the following two formats: With AD network: <Domain Name>\<Domain Login>

Without AD network: <PC Name>\<Windows Login>

Note: this format must be followed whether you are using AD integration or not;

First Name, Middle name, Last Name User details;

DP Extension Desk phone extension;

SP Extension Softphone Module extension (if applicable…see licensing);

Phone Model The model of the desk phone; Country The country where the user is; Language The user’s language;

AutoAnswer Whether Auto Answer is available for this user (see 3300 configuration);

Do Not Disturb Whether or not DND is available for this user (see 3300 configuration);

Call Forwarding Whether Call Forwarding is available for this user (see 3300 configuration);

Chat Whether this user is licensed for YA Chat; MSN Whether MSN is available for this user; Soft phone Whether this user is licensed for the Softphone

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Default Account Fields

The default values for Switch IP, Phone Model Country, Language, Auto Answer, DND, Call Forwarding, Chat, MSN, Softphone Module can be set using Tools > Options > Default Settings.

To modify account information

With one or several user accounts selected, right-click and choose Edit Properties. Select Edit Property to select from a property submenu.

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If you select several or all user accounts, you can update the properties common to the set selected. Choose Edit Property to select from the list of properties in common.

To remove one or more users

With one or several user accounts selected, right-click and choose Remove User(s).

Each feature licensed to the user being removed will be “unlicensed” and be considered unused. These unused licenses can again be reallocated (see "Managing Client Licenses" on page 36).

To add accounts using Active Directory integration

Your Assistant Admin can be used with Active Directory: • Active Directory for Windows 2000 Server • Active Directory for Windows 2003 Server

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To integrate with Active Directory

1. Choose Tools > Options > Active Directory. 2. Set the options and click OK.

Settings

• Active Directory Path: the LDAP URI of the Active Directory Domain Controller. • Domain: The name of the domain.

Click Connect to confirm that the settings are correct and to populate the Configuration drop down lists.

Configuration

The Configuration options allow the Your Assistant Server fields to be mapped to Active Directory fields. Active Directory user objects already contain two fields for IP phones (ipPhone and

otherIpPhone), and it is recommended that the Desk Phone Ext Property and the Soft Phone Ext Property be mapped to these respectively. However, the Switch IP property is not present in a field in Active Directory. It is recommended that the schema be extended to accommodate the Switch IP property. More information on extending the Active Directory schema can be found at

Extending the Schema. However, you may map the Switch IP property to another field that is not otherwise used.

Note: otherIpPhone is a multi-value field. YA Admin Tool can only map to the first value.

Therefore, if there are already values in this field, make the Softphone Module extension the first value.

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Note: The Your Assistant Administration Tool will not display Active Directory user objects

that do not have a known switch IP specified. This will prevent these user accounts from being added as Your Assistant accounts.

Updating Active Directory

Before importing users from Active Directory, the user accounts must be updated with the desk phone extension number, the switch IP and, if applicable, the Softphone Module extension number. User accounts without this information will not import into the your Assistant server. Synchronizing with Active Directory

You can set the information in Your Assistant to be updated from Active Directory automatically when changes in Active Directory occur. The synchronization updates users already in the Your Assistant Users list with any new information and removes users no longer present in the Active Directory.

By enabling Active Directory Synchronization, property changes are done entirely in the Active Directory configuration program and are synchronized automatically. This operation is event-based; therefore it occurs only when changes are made.

To synchronize with Active Directory

Enter the LDAP path in the Active Directory Path field, the domain name in the Domain field and put a check in the Enable Active Directory Synchronization checkbox.

Note: Accounts that are not present in the Active Directory but were added manually to the

Your Assistant server will not be affected by Active Directory synchronization.

To populate the Active Directory list

• Select Tools-> Refresh Active Directory Accounts.

When prompted, enter an account with Active Directory read- privileges. Most user accounts will have this privilege.

To create Your Assistant accounts from Active Directory

Select any subset of users from the Active Directory list and copy them into the Your Assistant list.

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Drag and Drop

Right-click

Note:Properties for users imported from Active Directory cannot be edited from the YA Admin Tool. Edit the AD properties directly and then resynchronize (unless the Administration Tool is set to auto-synchronize).

Note:If any users are already listed in Your Assistant Users list, their information is updated with any new settings information from the Active Directory.

User properties can also be edited by editing the user properties in Active Directory and then re-copying the user from Active Directory, using drag and drop or create Your Assistant Account (above) or selecting Update All with Active Directory Attributes from the Your Assistant Accounts (right panel) context menu.

Active Directory Organizational Units

When users are imported in the Your Assistant Administration Tool, the organizational units they belong to get imported as “groups”. These groups can be viewed in the Your Assistant client Corporate Contact list. The groups are unchangeable (except in Active Directory), however, corporate users that have been imported to the Personal Contact list in a Your Assistant client can be re-arranged in new or different groups as desired.

Managing Client Licenses

The licensing model is a “fixed seat” model. Each client product license (feature) is explicitly assigned to a user. The server key is used by the License Server to determine the number of licenses per product that can be assigned to users.

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To view licensable features

Select View > Licensing Info… (or choose “Licensing Info” from the Administration Bar). Features that can be licensed to users will appear in the License Info area (top list) and the licensed users are in the Licensed Accounts are (bottom list).

The top list contains the features that are licensed, the number of seats licensed per feature, the number of seats that have not been allocated, and a short description of the feature.

The bottom list lists the users and the features assigned to each.

Assignable Features

The following table lists the features that may be in a deployment license. Feature Description

YABase The base functionality of Your Assistant. This is the minimum licensed feature a user must have to run YA. Softphone The embedded software phone. Needed as well for

call recording. This feature is only available with the 3300 ICP.

Chat Secure instant messenger. MSN Integration with Microsoft MSN Messenger and

Windows Messenger. With Windows Messenger, integration with Microsoft Live Communication Server

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AutoAnswer Allow user to set the auto answer 3300 feature. DoNotDisturb Allow user to set the do not disturb 3300 feature. CallForwarding Allow user to set call forwarding 3300 feature. WebWindow The web window feature.

ACD This feature integrates Your Assistant with the Automatic Call Distributor (ACD) application on the 3300 ICP and provides a convenient interface to those features. This feature is only available on the 3300 ICP.

Presence This feature allows Your Assistant to monitor chat (if enabled) and telephony presence.

Voicemail With this feature enabled, Your Assistant will be notified when voicemail exists on the 3000 or SX-200 ICP. Also, incoming calls can be sent to voicemail from the incoming popup.

To assign a feature

1. Select user or users in the list. 2. Right-click and choose Add Feature. 3. Choose the feature from the submenu.

To unassign a feature

1. Select user or users in the list.

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3. Choose the feature from the submenu.

Choosing a Database

The Your Assistant Server keeps user data in a database. Your Assistant ships with a Microsoft Access database, but for better scalability, replication, and maintenance, a site may optionally choose to use Microsoft SQL Server 2000 (not included).

For a SQL Server configuration, create an empty database on the SQL Server. Then, using the Your Assistant Admin tool, configure the server to point to that database.

To configure Your Assistant to use Microsoft SQL Server

4. Choose Tools > Options > Database Options. 5. Click the Use Microsoft SQL Server option.

6. Add the Database (the name of the empty database created in SQL Server) and SQL Server (the name of the machine where the database resides).

7. Choose the authentication type suitable for your needs (see the Microsoft SQL Server documentation).

• If SQL Server Authentication is chosen, the Test button can be used to test the connection.

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When the Your Assistant Server starts, it will create the tables and relationships.

Configuring Automatic Call Distribution (ACD)

Note:ACD is not available for Your Assistant operating with the SX-200 ICP.

Your Assistant clients must be licensed in the Administration Tool before ACD is enabled. See Managing Client Licenses.

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The Your Assistant Administration Tool provides a tool to configure labels for busy reasons and account codes. To edit the labels and account codes (Busy Codes cannot be edited) right-click the relevant list. For account codes, entries can be added, edited, or removed. Because busy codes are limited to twelve, you may only edit busy labels. The first busy code is always “No Reason” so its label is not editable.

When a Your Assistant client that has been licensed for ACD starts, these settings are sent to the client and used to populate the associated ACD shutter combo lists.

Installing Your Assistant Clients

You need to install Your Assistant client to test and verify the implementation of the Your Assistant server. Each client PC must have the .Net Framework and the MDAC installed before installing Your Assistant.

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The Your Assistant client installer ships as a Windows Installer package. There is one property that must be set when installing: the IP of the Your Assistant server. Depending on how Your Assistant is installed will dictate how this property is set. See To install Your Assistant client on page 43 or Transforms on page 42 for each install method and how to set this property.

Downloading Your Assistant

Your Assistant can be downloaded from the Your Assistant product portal on Mitel Online. The zipped file you download contains the following items:

• The Client Installer (Mitel Your Assistant 3.0.msi) • The Server Installer (YourAssistantServer.exe) • The FCI (Field Change Instructions)

• The Administrator Guide • The User Guide

Microsoft .NET Framework Version 1.1

Your Assistant requires the Microsoft .Net Framework. To obtain the .NET Framework:

• Download the .NET Framework from

http://www.microsoft.com/downloads/details.aspx?familyid=262D25E3-F589-4842-8157-034D1E7CF3A3&displaylang=en.

Microsoft Data Access Components (MDAC) 2.7

Your Assistant requires the Microsoft Data Access Components. To obtain the MDAC

• Download the MDAC 2.7 from

http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=B41304CA-874F-421D-8820-182F179779A4.

Upgrading Your Assistant

Your Assistant will safely upgrade previous versions. Simply install Your Assistant. All client call logs, personal contacts and settings will be migrated to the upgraded version. Favourites are also retained except when upgrading from Your Assistant 2.x.

Transforms

Windows Installer packages can be customized with installer transforms, a file that when run with the installer package modifies certain installation properties and application features. The Your Assistant installer package requires that Your Assistant server IP property be set at install time. If the installer package is executed without any command-line parameters setting this property, the installer package prompts the user for it. Alternatively, a transform can be created that will set this property. The transform can be specified in the command string used to install Your Assistant or can be specified when installing software using an Active Directory Group Policy.

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Creating a transform

There exist third-party tools that will create transforms. These tools are usually bundled with MSI authoring tools. However, the transform is simple and can be created with tools bundled with the Microsoft Installer SDK. Three scripts bundled with the SDK will do everything needed to create a transform: WiRunSQL.vbs, WiGenXfm.vbs and WiSumInf.vbs. The procedure is to make a copy of the base client installer and modify the copy with the WiRunSQL.vbs script, then create a transform from the differences between the two files. Finally, the summary information stream of the transform is updated. The syntax for updating the copy is:

%>cscript WiRunSQL.vbs ModYourAssistant.msi "INSERT INTO `Property` (`Property`.`Property`,`Property`.`Value`) VALUES

('YOUR_ASSISTANT_SERVER_IP','192.168.1.55')"

where ModYourAssistant.msi is the copy and 192.168.1.55 is the IP of the YA Server to create the transform for. ModYourAssistant.msi is now modified such that it contains the IP property for the YA Server.

Next, to generate the transform use the WiGenXfm.vbs script as follows:

%>cscript WiGenXfm.vbs YourAssistant.msi ModYourAssistant.msi transform.mst

where YourAssistant.msi is the original, ModYourAssistant.msi is the modified copy and transform.mst is the transform file containing the YA Server property set to 192.168.1.55.

The last step is to update the transform summary information stream with the minimum version of the Windows Installer service required. This is done with the WiSumInf.vbs by invoking it as:

%>cscript WiSumInf.vbs transform.mst Pages=200

These steps can be encapsulated in the following DOS batch file passing the base installer and IP as arguments:

set basefile=%1 set modfile=temp.msi

set property=YOUR_ASSISTANT_SERVER_IP

set sql="INSERT INTO `Property` (`Property`.`Property`, `Property`.`Value`) VALUES ('%property%', '%2')"

copy %1 %modfile%

cscript WiRunSQL.vbs %modfile% %sql%

cscript WiGenXfm.vbs %basefile% %modfile% transform.mst cscript WiSumInf.vbs transform.mst Pages=200

del %modfile%

The transform transform.mst is now ready for deployment with the base installer.

To install Your Assistant client

Note:The Your Assistant installer (Mitel Your Assistant 3.0.msi) requires elevated privileges to install Your Assistant correctly. For this reason, the installer must be run from an

administrative account when using the software distribution point and the logon script deployment methods.

Software Distribution Point

Installing Your Assistant using a distribution point is done with an administrative install of the installer package to a network share. The share point must accessible to all users that will install Your Assistant. The command for the administrative installation is:

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The administrative install wizard will prompt for a folder to put the administrative image. Users can be instructed to install Your Assistant from this folder via the network share. The users can run the installation wizard by clicking the file and entering the Your Assistant server IP when prompted. Alternatively, an explorer shortcut could be provided that included the IP property in the command parameters or a transform file (see Error! Reference source not found.).

%>msiexec /i “Mitel Your Assistant 3.0.msi” YOUR_ASSISTANT_SERVER_IP=”192.168.1.66”

Where YOUR_ASSISTANT_SERVER_IP property set to the IP of the Your Assistant server. Suppressing the installation wizard dialogs can further customize the installation by using the /qn flag. More customization options can be found in the Windows Installer SDK documentation here

(

http://msdn.microsoft.com/library/default.asp?url=/library/en-us/msi/setup/command_line_options.asp). If installing for all users that may logon to the target

computer, add the argument ALLUSERS=”1” to the command. If this argument is not added, the installer will only install for the currently logged in user.

IntelliMirror

There are two policies that must be addressed when deploying Your Assistant for IntelliMirror • User Data Management; and

• Software Installation and Maintenance.

Your Assistant persists user settings such as window settings, call logs, history, personal contacts, and favourites. This data is saved in the users Local Settings folder. With IntelliMirror, this data will follow the user to whatever computer is used in the domain.

For deployment, Your Assistant should be assigned to users such that when a Your Assistant user logs into a PC that does not have Your Assistant installed, Your Assistant gets installed. The Your Assistant IP property should be set using an installer transform (see Error! Reference source not found. on page Error! Bookmark not defined.).

For more information see Step-by-Step Guide to Software Installation and Maintenance. Logon Script

A logon scripts uses the same installation techniques as the software distribution point except the mechanism used to run the installer is a script rather than an Explorer shortcut. The logon script is set through a Active Directory Group Policy. An example of a logon script that will install Your Assistant might be

oShell = CreateObject(“Wscript.Shell”)

oShell.Run “msiexec /i /q “Mitel Your Assistant 3.0.msi”

See the Windows Script Host (http://msdn.microsoft.com/library/default.asp?url=/library/en-us/script56/html/wsoriwindowsscripthost.asp) site for more information on scripting. SMS

Again, refer to the syntax shown for Software Distribution Point to create the installer command that SMS will run to install Your Assistant on the client computer. See Systems Management

Server Home for more information on SMS.

Group Policy

For a network install, the installer can be assigned to users with a Group Policy object (GPO). The GPO should install the software from an administrative image installed on a network share. For a detailed explanation on how to install software using an Active Directory Group Policy, see

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Logging on to Your Assistant Server

Start Your Assistant client from the desktop shortcut. If the client was configured correctly, the client will automatically be logged into the Your Assistant server. If the server recognizes the user login Id, it will send the client configuration settings and the client will start up. If the user is unrecognized, or the server doesn’t respond, a dialog will display the error and the client will start in offline mode.

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Appendix A—Your Assistant with Softphone

Module Network Guidelines

This section provides networking guidelines when using the Your Assistant Softphone Module to ensure timely delivery of voice packets ahead of any data through bottlenecks.

Assumptions

These network guidelines assume the following. See “Network Guidelines” below for more information:

• The user’s computer has only one NIC card. • The user’s computer has only one IP address.

• Voice and data devices are segmented on separate VLANs (Voice and Data). − The user’s computer resides on the Data or Default VLAN.

− The 3300 ICP controller and the IP sets are on the Voice VLAN.

− A router or Layer 3 switch provides connectivity between the Voice and Data VLANs. • For best performance, the Layer 2 switches are configured to provide TOS (Type of

Service) to Priority/COS (Class of Service) conversion. Some routers will also provide this function.

• Bandwidth provisioning in the LAN ensures bottlenecks don't occur.

Network Guidelines

Setting Priority Conversion

When a computer is connected to the network through a Mitel IP Phone, there are two distinct data streams (voice and data) through the one connection between the phone and the network. Both streams go through a single LAN connection, but are handled by separate Virtual Local Area (VLANs). The voice data is handled by the voice VLAN, and the computer data by the data (default) VLAN, as determined by the phone and computer’s IP addresses.

Under normal conditions, the priority assigned to the data VLAN on the Layer 2 switch port is low. But since the Your Assistant Softphone Module also uses the computer’s IP address, and thus is handled by the data VLAN, a different priority must be assigned using the TOS information to support the voice streaming data from the Softphone Module. The VLAN and priority information must be added by the Layer 2 switch port since the computer’s NIC is not VLAN-aware.

To assign a higher priority to computers with a Your Assistant Softphone Module, set the TOS field (or COS) to a priority of 6, minimum delay, for each corresponding layer 2 switch port (the priority in the voice VLAN is normally assigned a 6).

It is important that the Layer 2 switches in the network support this feature to get performance from Your Assistant. Some routers, especially those using virtual ports, will also provide this function.

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Priority is needed where there are potential bottlenecks and the network is busy. In a network where there is a low level of traffic, or where bandwidth is not an issue, it is not likely that congestion will occur and priority will give little benefit. However, we recommend that you use TOS to set priority wherever possible to offset any future network congestion.

Bandwidth Provisioning

Since each Your Assistant computer is connected to the data VLAN, and the 3300 ICP controller is connected to the voice VLAN, you need a Layer 3 switch or router to communicate between these 2 subnets (voice and data VLANs). Since, all communication between Your Assistant and the 3300 ICP controller is through the Layer 3 switch or router, some allowance should be made when the connection is over a WAN link. As a simple rule of thumb, about 2 kbits/s should be allocated for each Your Assistant session when idle. This will allow for simple events such as display updates.

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Example

The diagram below shows an example of a network following the guidelines identified in this section.

Equipment Settings

3300 ICP Controller (100 Base-T, full

duplex connection) Voice VLAN

Layer 3 switch/router : VLAN 2 inbound, untagged outbound. : VLAN 1 inbound, untagged outbound. Layer 2 (Ethernet) switch/router —

IP Phone Voice VLAN (134.199.62.x) Priority = 6

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Dual-port IP Phone (100 Mbps connection)

Voice (134.199.61.x) Priority = 6

Computer with Your Assistant Untagged Data (134.199.61.x) Priority = 0

Computer with Your Assistant and Softphone Module

Untagged Data VLAN (134.199.61.x) Priority = 0

YA Server

YA Collaboration Server YA License Server

Untagged Data VLAN (134.199.61.x) Priority = 0

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Appendix B—VPN Guidelines

This section provides guidelines when using Your Assistant in a remote configuration, such as Mitel Network’s Teleworker. For more information, refer to the FAQ and the product-specific VPN configuration guidelines available on the Your Assistant product portal on Mitel Online.

This appendix contains the following information: • VPN Configuration Overview (below) • Requirements (page 52)

• Firewall Configurations (page 55)

For instructions on using Your Assistant with a VPN client, see the User Guide.

VPN Configuration Overview

Your Assistant can be used in the following remote configurations:

• Teleworker: The user works from home or a remote office, and is connected to the corporate LAN directly through the Internet.

• Remote Office: The user works from a remote office, which is connected to the corporate LAN via a tunnel over the Internet.

• Mobile Worker (“Road Warrior”): The user is mobile, and has no dedicated connection to the corporate LAN.

Teleworker Configuration

Computer with Your Assistant 3300 ICP

Teleworker IP Phone (dual port) 6010 Teleworker Gateway Modem/router Data routing (call control, etc.)

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VPN Gateway Voice Routing

In this configuration, we recommend that the computer with Your Assistant is always connected to the second port of the Teleworker IP Phone. The IP Phone handles QoS (Quality of Service), and automatically controls the voice and data bandwidths, and ensures that the voice channel receives priority. If you connect the computer and phone in parallel to the network switch, voice quality may degrade due to bandwidth competition.

Remote Office Configuration

Computer with Your Assistant Firewall

IP Phone ICP

VPN gateway/router

In this configuration, the remote office typically has a dedicated VPN connection to the corporate LAN, and the 3300 ICP resides at the corporate site.

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Computer with Your Assistant Softphone Module

VPN gateway and router

Modem/router 3300 ICP Firewall

In this configuration, the mobile user has only a laptop (no physical IP set), and does not use any specialized communication hardware. For example, the user may call from a hotel room or a client’s location using a high-speed internet connection.

Requirements

VPN Requirements

Your Assistant should work on any standards-compliant IPSec or PPTP VPN meeting the following criteria:

• Must be able to acquire the IP address of the VPN tunnel on the client. • Both voice and data paths travel over the VPN.

• VPN must be able to traverse a corporate firewall. • VPN must be able to traverse a NAT device.

• VPN must be able to traverse a side firewall. In particular, the VPN client (or client-side firewall built into the VPN) must not block outbound or inbound UDP packets. • The VPN gateway must be routable from the 3300 ICP controller E2T (Ethernet to

TDM). If it is not, you may experience one-way audio.

Recommended VPNs

• Mitel 6000 Managed Application Server (PPTP)

• Mitel 6010 Teleworker Gateway (Your Assistant Softphone Module not supported) • AT&T managed VPN • Cisco • SonicWall • OpenBSD • CheckPoint • Shiva

Note: Some VPNs will not register themselves in Windows as network connections when

they launch. As a result, the local IP address of the VPN does not show up in the Mitel IP Phone Emulation control panel. You cannot use such VPNs with Your Assistant.

Network Requirements

To support Your Assistant with the Softphone Module, the network must be configured as follows: • For optimum bandwidth and voice quality, G.729 compression should be used for all

remote connections.

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• No client-side hubs (switches or cable/DSL routers only).

Bandwidth Requirements

All bandwidth requirements are bidirectional. If your connection does not have symmetrical upload/download speeds, use the lowest value for your calculations.

Corporate Bandwidth

Apart from other data applications, the corporate data connection from the VPN concentrator to the internet must have at least:

• 40 kbits/s of available bandwidth per simultaneous G.729 full-duplex call. • a connection speed of 256 kbits/s for quality audio.

Additionally, the connection should not be used at more than 40% of maximum capacity to achieve high voice quality, assuming no QoS is available across the Internet.

For example, on a 1 Mbit/s connection, you can expect (40% ¥ 1024) ³ 40 = 10 simultaneous G.729 full-duplex phone conversations.

Note: This does not take into account the overhead of the VPN itself, which may add

considerable bandwidth to each call.

Remote Bandwidth

Each remote site must have a minimum bidirectional bandwidth of 256 kbits/s.

For example, for a typical high-speed DSL connection with 1 mb/s download speed and 256 kbits/s upload speed, and assuming no other data traffic, this gives a maximum of (40% ¥ 256) ³ 40 = 2 simultaneous G.729 calls. With only one call active, this leaves 60 kbits/s bandwidth for your other data applications.

Again, these figures do not take into account the overhead for the VPN connection, or of other data traffic on the connection. Lack of sufficient bandwidth may cause degraded voice quality, slow response, or loss of service.

Remote ISP Bandwidth Quotas

Some ISPs place a quota on the monthly bandwidth available for upload and/or download by a user. Your Assistant with the Softphone Module operating with G.729a will use approximately 10 MB of data per hour (in each direction). Your Assistant also uses approximately 1 kB per minute for signaling, when idle (or 43 MB per month if Your Assistant is always on). Use your ISP quota to determine your available talk-time.

ADMINISTRATION GUIDE

Contents

About Your Assistant

About This Guide

Audience

Conventions

About Your Assistant

About the Softphone Module

Documentation

Emergency Call Services Support

Emergency Call Services Support Legal Disclaimer—English

Deploying Your Assistant

Overview of Your Assistant Deployment

Your Assistant Component Architecture

The Your Assistant Deployment Process

Planning for Your Assistant Clients Deployment

Determining Operating System and Software Support

Determining Hardware Support

Planning Client Deployment

Planning for Your Assistant Servers Deployment

Assessing Your Hardware and Software

Designing for Performance and Availability

Performing Capacity Planning

Designing Your Assistant Active Directory Topologies

Deploying and Managing Your Assistant

Network Guidelines

Integrated Communications Platform Configuration

Installing and Configuring the Your Assistant Server

Your Assistant Licensing

Adding and Editing Switch Information

Managing Users

Managing Client Licenses

Choosing a Database

Configuring Automatic Call Distribution (ACD)

Installing Your Assistant Clients

Logging on to Your Assistant Server

Appendix A—Your Assistant with Softphone

Module Network Guidelines

Assumptions

Network Guidelines

Setting Priority Conversion

Bandwidth Provisioning

Example

Appendix B—VPN Guidelines

VPN Configuration Overview

Teleworker Configuration

Remote Office Configuration

Requirements

VPN Requirements

Recommended VPNs

Network Requirements

Bandwidth Requirements