Nortel BCM 4.0 Manual page 74

74 Chapter 4 Troubleshooting
The subscriber has problems with faxing
• If the error message states that the message cannot be sent because part of the media cannot be
converted, or because the media is not supported at the recipient's system, ensure that the
subscriber only sends attachments that are TIFF-F, WAV, VBK, or text files.
• Ensure that the subscriber and the recipients can send and receive fax (TIFF-F) messages.
Also, ensure that all TIFF files are TIFF-F files created using the Nortel Fax Printer. Not all
TIFF files are class F.
• Ask the subscriber to check that their mailbox is not full. If, when they log on to Unified
Messaging or the telephone, they receive a message that their mailbox is full, they cannot send
any messages until they delete some messages to create space in their mailbox.
The subscriber has problems with fax reception
People do not receive faxes sent by the subscriber, or the subscriber does not receive faxes sent to
them.
• Verify that the subscriber has a mailbox Class of Service with fax capability.
• Make sure that the people the subscriber is sending faxes to can receive faxes. For more
information, refer to the Unified Messaging Quick Reference Guide.
The subscriber has problems receiving replies
People receive the subscriber's CallPilot messages, but the subscriber does not receive their
replies.
1 On the Actions menu, select CallPilot Configuration.
2 Click Properties.
3
Ensure that the SMTP/VPIM prefix is specified correctly.
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 deleted messages are still in a Deleted Items folder in the CallPilot Message Store, the
messages remain in the subscriber's CallPilot mailbox. To remove the messages from both
mailboxes, the subscriber must permanently delete them from the Deleted Items folder.
The subscriber cannot delete messages
When the subscriber tries to delete the messages permanently, the messages remain.
Subscribers cannot delete messages using Unified Messaging while they are logged on to their
mailbox from their telephone.
Ask the subscriber to end the telephone mailbox session and then try to delete the messages from
Unified Messaging.
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