Nortel CallPilot Administrator's Manual page 167

Exchange 6.5 e-mail server is used as the CallPilot SMTP proxy server,
the Message Forwarding Rule "Opened by Recipient" option will not work
for the users.
Troubleshooting
The administrator can troubleshoot this feature by asking the user to check
their CallPilot mailbox for Read Receipts from the external e-mail server. If a
Message ID is not found, the message is treated as a normal Read Receipt
and deposited into the user's mailbox (without error). If the feature is working
properly, there is no Read Receipts deposited into the user's mailbox; the
Read Receipt is deleted when the associated message is marked as Read.
If the event code 54865 parsing error is present in the Event log, a valid
Read Receipt was received but a corresponding CallPilot message was not
found. This is because the message is deleted.
The Event Log can be accessed in two ways:
1. Click the Windows Start → Programs → Administrative Tools →
Event Viewer.
2. Navigate to the CallPilot Manager: System→ Event Browser.
If Read Receipts are not reliably returned or do not contain the required
information, then the Message Forwarding Rule should be configured to
either mark the message as being Read when the message is forwarded or
clear the Mark original message as Read check box.
Automatic disabling of the user Message Forwarding Rule
The user's Message Forwarding Rule is disabled if the CallPilot server
receives a Regular Non Delivery Notification (NDN) or Text NDN (English
only, Exchange only) for any message forwarded by the rule. Nortel disables
the rule as a way to warn the user that a problem occurred. The user is
informed that the rule is disabled the next time they log in to the mailbox.
After the problem is resolved, the user can re-enable the rule.
An incoming message is considered a Regular NDN, and the user's rule is
disabled, if the message meets both of the following criteria:
•
•
Copyright © 2007, Nortel Networks
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The Regular NDN has a DR (Disaster Recovery) list containing the rule
destination, or the DR list is empty.
The Regular NDN contains the original message header.
Nortel CallPilot
Administrator Guide
NN44200-601 01.11 Standard
5.0 9 November 2007
Message Forwarding Rule 167