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Release Notes for Cisco Unity ViewMail for Microsoft Outlook Release 4.0(4)

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Release Notes for Cisco Unity ViewMail for Microsoft Outlook Release 4.0(4)

Table Of Contents

Release Notes for Cisco Unity ViewMail for Microsoft Outlook Release 4.0(4)

Contents

Requirements

Determining the ViewMail Version

Upgrading from an Earlier Version of ViewMail

Removing a Previously Installed 2.4(6.x) Version of ViewMail

Downloading ViewMail 4.0(4)

Installing ViewMail 4.0(4)

Installing ViewMail 4.0(4) from a DVD or CD, or from a Network Drive

Installation and Upgrade Notes

Microsoft Hot Fix Required for Outdated Versions of Operating System File

Limitations and Restrictions

Authentium Command AntiVirus for Windows Is Not Supported

Some Software on Subscriber Workstations Can Cause ViewMail to Fail

ViewMail Form Will Not Load When Subscriber Has a Full Mailbox

ViewMail Version 3.x Fails to Uninstall Completely

Yamaha Synthesizer Software Is Not Supported

Caveats

Open Caveats—Release 4.0(4)

Resolved Caveats—Release 4.0(4)

Cisco Unity Documentation

Obtaining Documentation

Cisco.com

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco Technical Support Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information


Release Notes for Cisco Unity ViewMail for Microsoft Outlook Release 4.0(4)


Published May 25, 2004

These release notes contain requirements, download and installation instructions, limitations and restrictions, and resolved caveats for Cisco Unity ViewMail for Microsoft Outlook Release 4.0(4).

ViewMail 4.0(4) is available on Cisco Unity 4.0(4) DVD 1 and CD 1. It is also available on the ViewMail for Microsoft Outlook Software Download page at http://www.cisco.com/cgi-bin/tablebuild.pl/unity-vmo. Note that the ViewMail file available for download May 25, 2004, is U.S. English only. The ViewMail file for all other languages will be available June 17, 2004.

ViewMail version 4.0(4) has been qualified for the following version combinations with Cisco Unity with Microsoft Exchange and the software on subscriber workstations that is required with ViewMail.

Table 1 Supported Version Combinations for ViewMail 4.0(4), Cisco Unity with Exchange, and the Software on Subscriber Workstations 

Cisco Unity ViewMail
for Microsoft Outlook
on Workstation
Cisco Unity
Operating System
on Workstation
Messaging Client
on Workstation 1

4.0(4)

4.0(x)

3.1(x)

3.0(x)

2.4(6.x)

Windows 2003

Windows XP

Windows 2000

Windows NT 4.0

Windows ME

Windows 98

Outlook 2003

Outlook 2002 (XP)

Outlook 2000

Outlook 98

1 Subscribers who use Outlook 98 with Windows 2000 or Windows XP must have local administrative rights to their workstations in order to use ViewMail. For more information, refer to caveat CSCeb51411. Bug Toolkit is available at http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl.



Note ViewMail does not support voice messages stored on an IBM Lotus Domino server, even if you use Microsoft Outlook 2002 Connector.


For a current list of all qualified version combinations of ViewMail, Cisco Unity with Exchange, and the software on subscriber workstations—including combinations qualified since the release of ViewMail version 4.0(4), and the support policy for software on subscriber workstations—refer to Compatibility Matrix: Cisco Unity and the Software on Subscriber Workstations at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/cmptblty/clientmx.htm.

For a list of the languages in which ViewMail is available, refer to the "Cisco Unity Languages" section of Cisco Unity 4.0 System Requirements, and Supported Hardware and Software at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/40_sysrq.htm.

Contents

Requirements

Determining the ViewMail Version

Upgrading from an Earlier Version of ViewMail

Downloading ViewMail 4.0(4)

Installing ViewMail 4.0(4)

Installation and Upgrade Notes

Limitations and Restrictions

Caveats

Cisco Unity Documentation

Obtaining Documentation

Documentation Feedback

Obtaining Technical Assistance

Obtaining Additional Publications and Information

Requirements

To install ViewMail, you must have local administrator rights on the subscriber workstation.

The subscriber workstation must have at least 7 MB of hard-disk space available for ViewMail in each language.

Outlook should not be running and virus-scanning services should be disabled on subscriber workstations when ViewMail is installed.

Any previously installed 2.4(6.x) version of ViewMail must be removed from subscriber workstations before ViewMail 4.0(4) is installed. See the "Removing a Previously Installed 2.4(6.x) Version of ViewMail" section.

Determining the ViewMail Version

To Determine the ViewMail Version in Use


Step 1 In Outlook, on the Help menu, click About ViewMail. The ViewMail version is displayed in the Client box.

Step 2 Click OK.


Upgrading from an Earlier Version of ViewMail

If subscribers are using ViewMail 4.0(x), uninstall it at the same time that you install ViewMail 4.0(4). When you install ViewMail 4.0(4), do so in the same directory that was used for the previous version.

It is not necessary or advisable to uninstall ViewMail versions 3.1(x) or 3.0(x). Attempting to do so may result in a Dr. Watson error. (For more information, see the "ViewMail Version 3.x Fails to Uninstall Completely" section under "Limitations and Restrictions.")

If subscribers are using ViewMail 2.4(6.x), see the following section, "Removing a Previously Installed 2.4(6.x) Version of ViewMail," for specific instructions on uninstalling 2.4(6) versions of ViewMail before you install version 4.0(4).

See the applicable sections in these release notes to download and install ViewMail 4.0(4).

Removing a Previously Installed 2.4(6.x) Version of ViewMail

Any previously installed 2.4(6.x) version of ViewMail and the associated LightningFAX registry keys, if applicable, must be removed from subscriber workstations before ViewMail 4.0(4) is installed.

Note that after ViewMail is removed, the first voice message a subscriber receives appears as a voice message with the ViewMail icon. When the subscriber opens the message, Outlook displays an error message indicating that the voice message form is not available. However, the error message does not prevent the subscriber from opening the voice message.

Subsequent voice messages appear as e-mail messages with WAV attachments without the ViewMail icon, and no error message is displayed when subscribers open them.

To Remove ViewMail Version 2.4(6.x) and Associated LightningFAX Registry Keys


Step 1 On each subscriber workstation running ViewMail, on the Windows Start menu, click Settings > Control Panel > Add/Remove Programs.

Step 2 In the Currently Installed Programs list, click ViewMail for Outlook, and click Change/Remove.

Step 3 Follow the on-screen prompts to remove ViewMail for Outlook. If prompted to delete a shared file, such as a DLL, click No to All.

Step 4 If the system was not using LightningFAX, you are finished with this procedure.

If the system was using LightningFAX, start Regedit.


Caution Changing the wrong registry key or entering an incorrect value can cause the workstation to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (Refer to the "Restoring" topics in Registry Editor Help.) If you have any questions about changing registry key settings, contact Cisco TAC.

Step 5 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 6 Remove the following two registry keys:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\
CurrentVersion\App Management\ARPCache\LightningFAX 6.5 - PrintToMail.

HKEY_LOCAL_MACHINE\SYSTEM\ControlSet002\Control\Print\
Monitors\LightningFAX.

Step 7 Exit Regedit.


Downloading ViewMail 4.0(4)

Do the following procedure to download ViewMail from the ViewMail for Microsoft Outlook Software Download page.

(The ViewMail file available May 25, 2004, is U.S. English only. The ViewMail file for all other languages will be available June 17, 2004.)

To Download ViewMail 4.0(4)


Step 1 Confirm that the computer you are using has at least 80 MB of hard-disk space available for the extracted files, in addition to the space required to download the file. (The download file size appears on the download page.)

Step 2 On a computer with a high-speed Internet connection, go to the ViewMail for Microsoft Outlook Software Download page at http://www.cisco.com/cgi-bin/tablebuild.pl/unity-vmo.


Note To access the software download page, you must be logged on to Cisco.com as a registered user.


Step 3 Download the file CiscoUnity.VMO4.0.4.exe to the directory of your choice.

Step 4 Double-click CiscoUnity.VMO4.0.4.exe, and follow the on-screen prompts to extract the files to the directory of your choice on a network drive (or to a writeable compact disc, for copying to the network at a later time).

The executable extracts the files to a CiscoUnity.VMO4.0.4 directory that it creates within your chosen directory.

Step 5 Delete the file CiscoUnity.VMO4.0.4.exe to free hard-disk space.


Installing ViewMail 4.0(4)

ViewMail can be installed on subscriber workstations throughout your organization in a number of ways. Typically, organizations provide network access to the ViewMail setup application so that subscribers can install ViewMail themselves.

Installation and deployment methods include:

Installing ViewMail from a disc or a network drive. See the "Installing ViewMail 4.0(4) from a DVD or CD, or from a Network Drive" section.

Using a software publishing tool—such as Microsoft IntelliMirror or Microsoft Systems Management Server (SMS) version 2.0 or 1.2—to deploy ViewMail to multiple subscriber workstations at one time. For information on using either of the tools, refer to the Microsoft website.

When using IntelliMirror, deploy ViewMail by assigning or publishing it to a computer, rather than to an individual user. You can also use IntelliMirror or SMS for future upgrades of ViewMail.

Deploying ViewMail with Microsoft Office, as part of the Office 2000 or Office XP suites.

By default, ViewMail files are installed in the directory C:\Program Files\ViewMail. You can specify a different directory. As a best practice when upgrading, install ViewMail in the same directory that was used for the previous version.

ViewMail also installs and uses the following files and registry keys:

Files 1

AvResLoaderSvrSL.dll

AvResSvr.dll

AvTrapConnectionHolderSvr.dll

AvTsmSL.dll

AvVox.acm

AvWavSL.dll

SL_g729a.acm

Registry keys

HKEY_CURRENT_USER\Software\Active Voice

HKEY_LOCAL_MACHINE\SOFTWARE\Active Voice

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Exchange\Client\
Extensions\ViewMail Extensions

1 Depending on the Windows version, the files are installed in one of three directories: C:\Windows\System, C:\Winnt\System32, or C:\Windows\System32.


Installing ViewMail 4.0(4) from a DVD or CD, or from a Network Drive

Do the following procedure to install ViewMail from a DVD or CD, or from a network drive on the workstations used by subscribers. You can also install ViewMail for multiple subscribers who share a workstation.

To Install ViewMail 4.04 from a DVD or CD, or from a Network Drive


Step 1 Confirm that ViewMail requirements have been met. See the "Requirements" section.

Step 2 Browse to the ViewMail directory on the DVD or CD, or on the network drive where you downloaded the ViewMail files.

Step 3 In the ViewMail directory, browse to the applicable language folder. (The ViewMail directory contains a separate folder for each supported language of ViewMail.)

Step 4 Double-click the ViewMail.msi file.


Note If your version of Windows NT, Windows ME, or Windows 98 does not support MSI packages, you can download an MSI installer from Microsoft (search the Microsoft website for "Windows Installer downloads"). Also, Windows Installer logging is not on by default. For details on how to turn on logging before installing ViewMail, or afterward for troubleshooting purposes, search the Microsoft website for "MSI Logging" topics.


Step 5 If a previous 4.0(x) version of ViewMail is installed, follow the on-screen prompts to remove it. Once it is uninstalled, double-click the ViewMail.msi file again to install ViewMail 4.0(4).

Step 6 Follow the on-screen prompts to complete the installation.


Installation and Upgrade Notes

Microsoft Hot Fix Required for Outdated Versions of Operating System File

When ViewMail is installed on a subscriber workstation that is running Windows 98 or Windows ME, ViewMail automatically confirms that the operating system file Rpcltscm.dll is version 4.71.3400 or later before completing the installation. Earlier versions of Rpcltscm.dll cause ViewMail to disrupt the Cisco Unity server.

If the Rpcltscm.dll version is outdated, the ViewMail installation stops and displays an error message, directing that a Microsoft hot fix be installed before proceeding. For information and instructions on downloading and installing the hot fix, refer to Knowledge Base article 315575 (DCOM Program Hangs After Server Reboot Creating DCOM Object) on the Microsoft Product Support Services website.

Caveat CSCdz48740 also addresses the hot fix requirement. Bug Toolkit is available at http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl.

Limitations and Restrictions

Authentium Command AntiVirus for Windows Is Not Supported

Authentium Command AntiVirus for Microsoft Windows is not supported on Cisco Unity subscriber workstations.

Some Software on Subscriber Workstations Can Cause ViewMail to Fail

Some security and VPN software installed on subscriber workstations can cause ViewMail to fail when subscribers use the phone as the playback device for the Media Master. In particular, software that offers personal firewalls is problematic.

Disable or remove security and VPN software from subscriber workstations. Alternatively, you can set up the Media Master so subscribers can play messages in ViewMail with computer speakers.

ViewMail Form Will Not Load When Subscriber Has a Full Mailbox

When a subscriber mailbox reaches the Prohibit Send and Receive limit, ViewMail will not load when the subscriber starts Outlook. The ViewMail form cannot be published until the mailbox size is reduced.

ViewMail Version 3.x Fails to Uninstall Completely

When you attempt to uninstall ViewMail versions 3.1(x) or 3.0(x), ViewMail typically fails to uninstall completely: some ViewMail files remain on the subscriber workstation; ViewMail components remain in Outlook; and ViewMail is not removed from the Windows Add/Remove Programs list. In addition, uninstalling ViewMail version 3.x generates a Dr. Watson error log in Windows 2000 or an application violation error in Windows 98.

For more information, refer to caveat CSCdv16845. Bug Toolkit is available at http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl.

Note that the caveat has been resolved in ViewMail 4.0(x) but not in earlier versions. For earlier versions, do the following three procedures in the order listed to manually remove the remaining ViewMail files from a subscriber workstation, the ViewMail components from Outlook, and the ViewMail listing from Windows Add/Remove Programs.

To Remove ViewMail Files from a Subscriber Workstation


Step 1 Delete the directory Program Files\ViewMail and all of its components.

Step 2 Delete the following seven files (if they exist) from either the C:\Windows\System, C:\Winnt\System32, or C:\Windows\System32 directory, depending on the version of Windows:

AvResLoaderSvrSL.dll

AvTrapConnectionHolderSvr.exe

AvTsmSL.dll

AvVox.acm

AvWavSl.dll

AvResSvr.dll

SL_G729A.acm


To Remove ViewMail Components from Outlook


Step 1 In Outlook, on the Tools menu, click Options.

Step 2 Click the Other tab, and click Advanced Options.

Step 3 In the Advanced Options dialog box, click Custom Forms.

Step 4 In the Options dialog box, click Manage Forms.

Step 5 In the Form Manager dialog box, confirm that ViewMail for Outlook is listed under Personal Forms.

Step 6 Select ViewMail for Outlook, and click Delete. When prompted, click Yes to delete the form.

Step 7 Click Close, and click OK.

Step 8 In the Advanced Options dialog box, click Add-In Manager.

Step 9 In the Add-In Manager dialog box, uncheck the ViewMail Extensions check box, and click OK.

Step 10 Click OK to close the remaining dialog boxes.

Step 11 Start Regedit.


Caution Changing the wrong registry key or entering an incorrect value can cause the workstation to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (Refer to the "Restoring" topics in Registry Editor Help.) If you have any questions about changing registry key settings, contact Cisco TAC.

Step 12 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 13 Expand the key
HKEY_LOCAL_MACHINE\Software\Microsoft\Exchange\Client\Exensions.

Step 14 Delete the ViewMail Extensions key.

Step 15 Exit Regedit.

Step 16 Restart Outlook.


To Manually Remove ViewMail from the Windows Add/Remove Programs List


Refer to Knowledge Base article 247501 (How to Manually Remove Programs from the Add/Remove Programs List) on the Microsoft Product Support Services website.


Yamaha Synthesizer Software Is Not Supported

Yamaha sound synthesizer software is not supported on Cisco Unity subscriber workstations with ViewMail.

Caveats

This section describes severity 1, 2, and select severity 3 caveats.

If you have an account with Cisco.com, you can use Bug Toolkit to find more information on the caveats in this section, in addition to caveats of any severity for any release. Bug Toolkit is available at the website http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl.

Note that this section contains caveat information for ViewMail Release 4.0(4) only. For caveat information for earlier versions of ViewMail, refer to the applicable release notes. Release notes for all versions of ViewMail are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_release_notes_list.html.

Open Caveats—Release 4.0(4)

There are no severity 1 or 2 open caveats in ViewMail for Outlook Release 4.0(4).

Resolved Caveats—Release 4.0(4)

Table 2 ViewMail Release 4.0(4) Resolved Caveats 

Caveat Number
Severity
Description

CSCec55872

2

VMO pauses randomly when recording & stops recording after 3 minutes.

CSCec66860

3

When launching Outlook 2003 with ViewMail installed, Outlook displays the following message: "Microsoft Office Outlook has encountered a problem and needs to close. We are sorry for the inconvenience."

The problem occurs on subscriber workstations that have Windows 2000 or Windows XP, Outlook 2003, and ViewMail 3.(x) or a pre-4.0(3b) version of ViewMail installed.

CSCed85780

2

When a voice message is sent to a subscriber whose mailbox resides on an Exchange 2003 server, if that subscriber is using Outlook 2003 (specific configuration - see Conditions), the message will be moved to the Sync Issues -> Server Failures folder in the Exchange mailbox with no indication that it was received. The message waiting indicator (MWI) on the phone will not light, and the message will not be accessible when retrieving messages from Unity using the Telephone User Interface (TUI) or via the Cisco Personal Communications Assistant (PCA) Unity Inbox. Also, no indication will appear in the Outlook Inbox that the message has been received.

If Outlook 2003 has not been running since the message was received, the MWI will light when the message is received, and the message will be available when accessing Unity via the TUI and/or via PCA Unity Inbox. However, once Outlook 2003 is opened, the message will be moved to the Server Failures folder and will no longer be accessible through the other interfaces.

This problem only occurs when the message is sent by another Exchange 2003 subscriber (with the sender identified as a Unity subscriber) using the TUI or by replying or forwarding using VMO and the recipient is using Outlook 2003 with Cached Exchange Mode enabled and the client set to download headers and then download the full message. It happens regardless of whether any version of ViewMail for Outlook (VMO) is installed on the recipient's workstation.

It is specific to the condition where the recipient's Outlook 2003 client is configured to download headers and then full items in Cached Exchange Mode.

CSCee03366

2

TRaP does not work properly with ViewMail when Windows XP Service Pack 2 is installed.

CSCee19234

2

When listening to a message via VMO using Trap Unity hangs. The problem occurs when Unity 4.0.3 with Windows 2000 SP4 Client Machine with Windows 2000 SP2 (is reproducible on SP4 as well).

CSCee53876

3

In some cases, the VMO upgrade process fails to update an executable required for Telephony Record and Playback (TRaP) functionality to work. As a result, users can't use the phone to playback or record their messages when using ViewMail. Users may see various error messages when they try to use this functionality. In some instances, they may be able to record over the phone and not be able to playback or vice-versa.

Condition: This can happen when upgrading to VMO 4.0(4) from any earlier version. It occurs if the AvTrapConnectionHolderSvr.exe process is running when a VMO update is initiated. The file AvTrapConnectionHolderSvr.exe in C:\WINNT\system32 is not updated.

Workaround

1. Open Task Manager on the subscriber workstation and end the AvTrapConnectionHolderSvr process, if it is still running. In some cases, the Task Manager may not display the full name of this process and you may only see "AvTrapConnectio" or a similar partial name.

2. From the C:\WINNT\system32 directory, right-click the AvTrapConnectionHolderSvr.exe file and select Properties.

3. In the AvTrapConnectionHolderSvr Properties dialog box, click the Version tab and click Product Version under "Item name". Then, do one of the following sub-steps, as applicable:

a. If the version number listed is not the same version as the installed VMO version, delete the file and then reinstall VMO.

b. If the version number listed is the same as the installed version of VMO, click OK to close the dialog box. Try using the phone again as a playback and recording device in VMO.


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