Troubleshooting Fax; Problems And Solutions - Nortel CallPilot Set Up And Operation Manual

Chapter 4

Troubleshooting Fax

Troubleshooting Fax involves solving problems related to Fax options. For more information
about CallPilot troubleshooting, refer to the CallPilot Manager Set Up and Operation Guide.

Problems and solutions

A caller cannot retrieve a fax from a Fax On Demand mailbox
If a caller cannot retrieve a fax message from a Fax On Demand mailbox:
• verify that the mailbox is a Fax On Demand mailbox
• verify that fax messages are added to this mailbox
• make sure your greeting tells the caller how to retrieve the fax message, including information
about which call method is used
• if you use the two-call method, make sure that you have created a Dialing Translation Table
and set the Dialing Translation parameters. For more information on Dialing Translation, see
the CallPilot Manager Set Up and Operation Guide.
A caller cannot leave a fax in a Personal mailbox
If a caller cannot leave a fax message in a mailbox, ensure that the greeting tells the caller that the
call must be made from a fax machine.
A caller cannot reply or send messages to other mailboxes
A subscriber cannot reply to or send messages to other mailboxes if the subscriber's mailbox is
full. This means that too many voice and fax messages are stored in the mailbox and the subscriber
must delete old messages. If this problem occurs frequently, assign the mailbox a different Class of
Service with more mailbox space.
CallPilot mailboxes are equipped with the Never Full Mailbox Feature, which allows external
callers to leave voice and fax messages in a mailbox, even if the mailbox is full. The message is
stored but cannot be accessed until the mailbox owner deletes at least one saved message. The
Never Full Mailbox Feature is available only to external callers. Internal callers cannot leave
messages if a mailbox is full.
Faxes sent when the fax machine is busy are lost
If fax messages sent when the fax machine is busy are not being received:
• verify that a default fax extension is set up
• verify that a Fax Overflow mailbox is added to CallPilot
• verify that the extension defined in the Fax Overflow mailbox is the extension number of the
fax machine
CallPilot Fax Set Up and Operation Guide
41