Nortel Networks CallPilot 100 - Manual (Page 59)

Chapter 4 Troubleshooting 59
CallPilot Desktop Messaging Installation and Maintenance Guide
"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.”
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.
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 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.