Nortel Call Pilot Mini 150 Instructions Manual
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Chapter 4 Troubleshooting 51 CallPilot Desktop Messaging Installation and Maintenance Guide To fix the Outbox: 1On the subscriber’s computer, on the Tools menu click Services. The Services dialog box appears. 2Select CallPilot Desktop Messaging. 3Press the Ctrl + Shift keys, and click Properties. The CallPilot Outbox Fix dialog box appears. 4Click the Fix outbox button. The subscriber cannot send messages The subscriber cannot send messages to AMIS or digital networking subscribers. 1Make sure that the subscriber is addressing the message correctly. Refer the subscriber to “Address Formats” in their online Help. 2Ensure the subscriber has the capability to send messages to AMIS and digital networking subscribers. Security concerns can restrict subscribers from composing messages to these types of subscribers. The subscriber cannot send a CallPilot message The subscriber cannot send a CallPilot message. When the subscriber clicks Send, an error message appears that says, “Error. Failed to send message.” Ask the subscriber to check that their mailbox is not full. If their mailbox is full, they cannot send messages until some messages are deleted. Ask the subscriber to check the format of the message address. If the FQDN after the @ symbol does not match the FQDN of CallPilot 150 or CallPilot Mini configured to this mailbox, the message is rejected. Ask the subscriber to verify that no attachment is empty. An empty attachment causes the entire message to be rejected. Delete the empty attachment and try sending the message again.
52 Chapter 4 Troubleshooting P0991509 04 Test whether you can ping CallPilot 150 or CallPilot Mini: 1At the DOS prompt, type: ping 2If the response is “request timed out,” then type: ping Note: If there is a reply, then the CallPilot 150 or CallPilot Mini FQDN has not been properly configured to your Domain Name System (DNS). Contact your DNS administrator for assistance. 3If there is no reply, verify that CallPilot 150 or CallPilot Mini can be reached on your LAN. Contact your IS administrator for help. 4Verify that CallPilot 150 or CallPilot Mini is up and running. Non-delivery notification The subscriber receives non-delivery notifications for messages. 1Ask the subscriber to verify that they have a valid attachment type. 2Ask the subscriber to make sure that their mailbox is not full. 3Ask the subscriber to make sure that they are addressing the message correctly. See “Address Formats” in the online Help. 4Ask the subscriber to ensure that they are attaching only VBK or WAV files to your messages. Desktop Messaging does not accept any other file types. 5If the subscriber is sending to a remote location, ask the subscriber to verify that the address is valid and still exists. 6Ensure that the subscriber has the capability to dial the number. Refer to the CallPilot Manager Set Up and Operation Guide. 7Verify that the remote server is responding by issuing a network command on CallPilot 150 or CallPilot Mini. Internet Mail clients cannot send or receive WAV files. Unknown appears in the Sender field In some messages, the subscriber sees a name or phone number in the Sender field. In other messages, the subscriber sees “Unknown.” If the caller’s phone system has Calling Line ID, CLID information appears in the Sender field for messages that are created when people phone you and you are not available. If CLID information is not provided, it appears as “Unknown.” For messages that are sent from people using Networking, if the sender’s name is not provided to the CallPilot system, the Sender field appears as “Unknown.”
Chapter 4 Troubleshooting 53 CallPilot Desktop Messaging Installation and Maintenance Guide The subscriber has problems with receiving replies Recipients can see the subscriber’s CallPilot messages and people receive the messages that the subscriber sends, but the subscriber does not receive replies to their messages. 1On the Actions menu, select CallPilot Configuration. 2Click Properties. 3Ensure that the SMTP/VPIM prefix is specified correctly. Deleted messages remain in the subscriber’s mailbox When a subscriber deletes messages using Desktop 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 Desktop Messaging to delete these messages and they are also logged on to their mailbox from their telephone, they cannot delete messages using Desktop Messaging. Ask the subscriber to end the telephone mailbox session, and then try to delete the messages from Desktop 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. 1Ask the subscriber to say something like “hello,” to initiate message playback.
54 Chapter 4 Troubleshooting P0991509 04 2Ask 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. 3Tell 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 continues, contact your Nortel Networks Customer Technical Support. The Message Waiting Indicator is active but there is no new message The subscriber’s telephone message waiting indicator is activated but there is no new message in the subscriber’s Desktop Inbox. Messages are downloaded from CallPilot 150 and CallPilot Mini with the same frequency as email messages (this applies only to Lotus Notes subscribers). 1To adjust the frequency, on the File menu, select Tools. 2Click User Preferences. 3Click Mail. 4Change the Check for mail every __ minutes setting. 5If you want to check for mail immediately, on the Actions menu, select Refresh CallPilot Message List.
Chapter 4 Troubleshooting 55 CallPilot Desktop Messaging Installation and Maintenance Guide Accessing Desktop Messaging online Help Desktop Messaging for Microsoft Outlook, Novell GroupWise, and Lotus Notes provides stan- dard Help. To access online Help From Microsoft Outlook: From your Inbox, on the Help menu, select CallPilot Desktop Messaging Help. From Novell GroupWise: From your Inbox, on the Help menu, select CallPilot Desktop Messaging Help. From Lotus Notes: From your Inbox, on the Actions menu, select CallPilot Help Topics. Note: To access Internet Mail client Help, on the Messaging Administration menu click Internet Mail Client Administration. Internet Mail client Help contains Help for the CallPilot interface. Use the manufacturer’s online Help for questions about your Internet Mail client.
56 Chapter 4 Troubleshooting P0991509 04 Using Desktop Messaging Support Tools Resetting the CallPilot message store for Microsoft Outlook This feature is available only for subscribers who use Microsoft Outlook. Resetting the CallPilot message store removes invalid or corrupt messages from the Inbox. Lotus Notes and GroupWise clients can reset their mailboxes by choosing the Refresh CallPilot Message List option. For Microsoft Outlook 98 and 2000 1Press Ctrl + Shift. 2On the Tools menu, click Send and Receive, and then click CallPilot Transport. 3Press Ctrl + Shift until the CallPilot Reset Mailbox dialog box appears. 4Select the Reset Mailbox button. All CallPilot messages are purged from the subscribers mailbox, and the CallPilot message headers that are stored for the subscriber are downloaded again. The messages disappear and then reappear one by one. All message caching is lost. Note: The messages are not deleted from CallPilot. The messages are removed from the client computer cache. Messages are downloaded again from CallPilot 150 and CallPilot Mini to the client computer. This feature is intended for system administrators and CallPilot product support.
Chapter 4 Troubleshooting 57 CallPilot Desktop Messaging Installation and Maintenance Guide Using CPTrace You can use CPTrace to collect information about problems with one of the desktop clients that CallPilot runs on. You save this information to a log file that you can analyze to determine the cause of the problem. Problems you can look for include: trouble connecting to CallPilot 150 or CallPilot Mini CallPilot player problems address book problems problems with message compose, reply, forward, delete and notification To use CPTrace, you must understand Desktop Messaging functionality and the corresponding components on the IMAP server. CPTrace.exe is installed with each desktop client in the \Program Files\Nortel\: for Microsoft Outlook, in nmdc for Lotus Notes in nmin for GroupWise in nmgw Using CPTrace To use CPTrace, double-click the CPTrace.exe in the corresponding desktop client directory. Note: Running CPTrace affects how CallPilot works. It is possible that you will not be able to reproduce problems while CPTrace is running.
58 Chapter 4 Troubleshooting P0991509 04 CP Trace settings The CPTrace settings are stored in the Windows registry. The existing settings are used each time you run CPTrace. CP Trace settings IMAP/SMTPLogs all IMAP/SMTP traffic Desktop clientLogs internal Outlook, Lotus Notes and GroupWise traffic Audio PlayerLogs Audio player traffic FileWrites logs to a file. Check this box and type a file name and extension to maintain the log. You can include a directory path such as c:\my player. When you close CPTrace with the File check box selected, the Desktop client continues to write information to the file selected. This slows down the Desktop operation slightly. The log file never gets larger than 1Mbyte. When the file size reaches 1Mbyte, 10 percent of the file is purged, star ting with the oldest data. If you select the File check box and close CPTrace, you receive a warning that File tracing is still enabled and asking if you want to turn off tracing. Click Yes to leave file tracing enabled. WindowWrites logs to the display window. EraseDeletes the log file from the directory you defined for it. A message appears that asks you to confirm the deletion. ClearClears the display window SaveA Save As dialog box appears that you can use to save the trace to a text file. The default file name is CPTrace.txt. This file is stored in a temporary directory. Always on topCheck this box to keep the CPTrace tool on top of other windows.
CallPilot Desktop Messaging Installation and Maintenance Guide 59 Index A Accessing Help 55 C CallPilot Message Store 25 CallPilot Address Book setting up in Outlook (Internet mail mode) 24 setting up in Outlook Express 24 CLAN IP address 31 Configuring environments without a DNS 13 Eudora Pro 40 GroupWise 25 IMAP account on Outlook/Express 31 Internet mail clients 31 IP address only 13 LDAP directory service for Outlook/Express 33 Lotus Notes 27 Netscape Messenger 35 Outlook 2000 in Corporate mode 16 Outlook Express or Outlook (Internet Mail mode) 31 special settings for Outlook Express or Outlook (Internet Mail mode) 34 Corporate mode 8, 16 D Desktop Messaging about 7 data network security 11 hardware requirements 7 installation time 15 online Help 55 optional hardware requirements 7 related documents 8 software requirements 8 supported IMAP Internet clients 8 Desktop Messaging support tools 56 Desktop Messaging version number 43 Domain Name System (DNS) 52 configuring environments without a DNS 13 E Error message, No authorization to perform this operation 44 Eudora Pro 8configuring 40 configuring IMAP account 40 configuring LDAP directory service 42 testing IMAP account 42 F Fully Qualified Domain Name (FQDN) 46 G GroupWise CallPilot Message Store 25 configuring 25 H Help, accessing 55 I IMAP configuration 35 configure settings 12 server 12 server name 32 testing Outlook Express or Outlook (Internet Mail mode) IMAP account 34 Installation requirements 15 Installation time 15 Installing Desktop Messaging 17 Integrated clients 8 Internet mail configuring clients 31 configuring Outlook Express or Outlook (Internet Mail mode) 31 configuring special settings for Outlook Express or Outlook (Internet Mail mode) 34 testing Outlook Express or Outlook (Internet Mail mode) IMAP account 34 Internet Message Access Protocol. See IMAP 12 IP addresses 13 L LDAP configure settings 12 configuring directory services 33 directory name 33 directory services 33 server 12 Lightweight Directory Access Protocol. See LDAP 12
60Index P0991509 04 Lotus Notes configuring 27 workspace 28 M Message waiting indicator 54 Microsoft Outlook (Internet mail mode) 8 Outlook Express 8 Microsoft Outlook (Internet mail mode) configuring access to CallPilot Address Book 24 Microsoft Outlook 2002 configuring text formatting options 24 specifying e-mail settings 23 Microsoft Outlook Express configuring access to CallPilot Address Book 24 My LDAP server requires me to log on 33 N Netscape Messenger 8 configuring 35 configuring IMAP account 35 configuring LDAP directory service 37 Return Receipts 36 testing IMAP account 39 O Online Help Address formats 51 Outlook 2000 16 Outlook 98 16 Outlook Express or Outlook (Internet Mail mode) configuring 31 R Related documents 8 S Servers IMAP 12 LDAP 12 SMTP 12 Simple Mail Transfer Protocol. See SMTP 12 SMTP server 12 server name 32 SMTP/VPIM 46 SMTP/VPIM prefix 15, 25, 31, 35, 43 Support toolCPTrace 57 reset CallPilot message store for Microsoft Outlook 98, 2000 56 T Timeout 33 timeout Search timeout 42 Troubleshooting after logging on 50 Outlook 50 Outlook and GroupWise 50 Desktop Messaging support tools 56 during installation 43 obtaining the Desktop Messaging version number 43 update CallPilot user Mail database (for administrator) 44 troubleshooting logon failures 46 U Uninstalling earlier version of Desktop Messaging 16 V VPIM 12 Networking 12 W Windows Messaging 4.0 15, 25