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Chapter 4 Troubleshooting 61

CallPilot Unified Messaging Installation and Maintenance Guide

Deleted messages remain in the subscriber’s mailbox

When a subscriber deletes messages using Unified Messaging, the messages are still in the

subscriber’s mailbox when they access the mailbox using the telephone.

If the messages that they delete on the desktop are still in a Deleted Items Folder in the CallPilot

Message Store, the messages remain in the subscriber’s CallPilot mailbox. The subscriber still has

these messages when they access them from the telephone. To remove the messages from both

mailboxes, the subscriber must permanently delete them from the Deleted Items folder.

The subscriber cannot delete messages

The subscriber cannot delete their messages. When the subscriber tries to delete the messages

permanently, the messages remain.

If the subscriber is using Unified Messaging to delete these messages and they are also logged on

to their mailbox from their telephone, they cannot delete messages using Unified Messaging.

Ask the subscriber to end the telephone mailbox session, and then try to delete the messages from

Unified Messaging.

Messages no longer on server

The subscriber receives the error message: “This message could not be found on the server.

Messages must exist on the server in order to be played via the telephone. Use computer to play

this file. Port failed.”

Voice messages that are saved to the subscriber’s computer are no longer in their CallPilot Inbox.

The subscriber cannot play these messages from the telephone. To listen to these messages, the

subscriber must use computer speakers or headphones.

Voice message does not play on telephone

The subscriber plays a voice message from the telephone. The subscriber answers the telephone

when it rings but the message does not play.

1 Ask the subscriber to say something like “hello,” to initiate message playback.

2 Ask the subscriber to check the CallPilot player status bar. If it states Open Pending, hang up

the telephone. Click Computer on the player, and then click telset playback. The phone rings

again.

3 Tell the subscriber that if the Status bar still says Open Pending, hang up again and wait three

to five minutes and try to play the message again. If this problem persists, contact your Nortel

Networks Customer Technical Support.

4 The number of outcalling channels used by the CallPilot telset player is determined by the

number of outcalling channels configured in CallPilot Manager. Ensure that this number is

greater than zero and that the other channels are not currently in use. For information about

configuring outcalling channels refer to the CallPilot Manager Set Up and Operation Guide.

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