P0911621 Issue 02 Enterprise Edge 2.0 Voice Messaging Reference Guide
Troubleshooting
Introduction
This chapter describes some problems that can occur when you use Enterprise Edge
Voice Messaging. This chapter includes a list of typical problems and what to do if
they occur.
The problems you encounter while using Enterprise Edge Voice Messaging are
usually operating problems. Sometimes a difficulty occurs that indicates a system
problem with the Enterprise Edge server. If events occur that are not covered in this
chapter, report them to your System Administrator immediately.
The Automated Attendant transfers some callers to the General Delivery Mailbox.
Enterprise Edge Voice Messaging requires a tone signal and a minimum voice
level. If a response is not received, the caller is automatically transferred by the
Automated Attendant to the Enterprise Edge Voice Messaging operator. If the
operator is not available, the call transfers to the General Delivery mailbox.
Possibly the extension called does not have a mailbox assigned to it. Ask your
System Administrator to verify that the mailbox is assigned to the extension
Feature 981 produces a LOG prompt on my Enterprise Edge display.
The Log: prompt can be caused by:
• Possibly the extension you are using does not have an operating mailbox. If the
extension does not have a mailbox, Enterprise Edge Voice Messaging requests
both a mailbox number and a password.
• A Guest mailbox that normally does not have an assigned extension. Ask your
System Administrator to verify that your extension is properly assigned to your
mailbox.
My telephone cannot be forwarded to Enterprise Edge Voice Messaging.
If you attempt to forward your extension to Enterprise Edge Voice Messaging and
the display shows Not in service you can be forwarding to the wrong extension
number. Use Feature 985 to verify you are calling the correct Enterprise Edge Voice
Messaging extension number.
My mailbox is not accepting messages.
A mailbox accepts messages only after the mailbox is initialized. A mailbox cannot
receive messages until it is initialized by the mailbox owner. Initialize your
mailbox. Refer to the Enterprise Edge 2.0 Voice Messaging Quick Reference Guide
or to Chapter 3 of this guide.
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