Nortel Networks 150 manual Verify the correct extension is assigned to the mailbox

Chapter 11 Troubleshooting CallPilot 115

Mailboxes do not accept messages

A mailbox does not accept messages if:

•it is not initialized

•CallPilot message storage capacity is full

Messages are removed from a mailbox

If messages are removed, check the message retention period in the mailbox Class of Service. You can assign a class of service with a longer message retention period. Refer to “Class of Service values” on page 20 for the Class of Service values for message retention. To change the Class of Service to a Class of Service with a longer message retention period, refer to “Changing a mailbox” on page 32.

A subscriber lost the mailbox password

A forgotten password cannot be recovered. The password associated with the mailbox must be reset to the default password 0000. After a password has been reset to the default, the mailbox owner must change it in order to use the mailbox. To reset a password, refer to “Changing a mailbox” on page 32. A mailbox owner cannot access their mailbox

A subscriber cannot access their mailbox

Each mailbox is assigned a maximum number of incorrect password attempts in its Class of Service. CallPilot records the number of incorrect attempts from the last time the mailbox was successfully accessed. If the number is exceeded the mailbox owner is “locked-out” and hears the message “This mailbox is locked to prevent unauthorized access. Contact your administrator for assistance.” The mailbox cannot be opened again until the you reset the password. To reset a password, refer to “Changing a mailbox” on page 32.

A mailbox is not in the Company Directory

Verify the mailbox is initialized. If the mailbox is not initialized, it does not appear in the Company Directory. Verify the Company Directory setting for the mailbox is set to Yes. Refer to “Changing a mailbox” on page 32.

Calls are directed to the wrong mailbox

Verify the correct extension is assigned to the mailbox.

A mailbox cannot be added to CallPilot

Ensure the mailbox is not already added. Mailbox numbers must be unique. Check that the number of mailboxes on your system has not been exceeded. CallPilot 150 can store up to 200 subscriber mailboxes.

You cannot enter a name for a mailbox

You must enter names as last name, then first name or initial. All names must include a comma (,) that separates the last name from the first name or initial. The maximum length of the name, including the comma, is 16 characters. Refer to “Changing a mailbox” on page 32.

CallPilot 150 Telephone Administration Guide