Chapter 4 Troubleshooting
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BCM 4.0 Unified Messaging Configuration Guide
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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.
Verify that you can ping the Business Communications Manager:
1
At the DOS prompt, type:
ping <Business Communications Manager FQDN>
2
If the response is “request timed out,” then type:
ping <Business Communications Manager IP address>
Note:
If there is a reply, then the Business Communications Manager FQDN has not been
properly configured to your Domain Name System (DNS). Contact your DNS administrator
for assistance.
3
If there is no reply, verify that the Business Communications Manager can be reached on your
LAN. Contact your IS administrator for help.
4
Verify that the Business Communications Manager is up and running.
Non-delivery notification
The subscriber receives non-delivery notifications for messages.
1
Ask the subscriber to verify that they have a valid attachment type.
2
Ask the subscriber to
make sure that their mailbox is not full.
3
Ask the subscriber to
make sure that they are addressing the message correctly. See “Address
Formats” in the online Help.
4
Ask the subscriber to
ensure that they are attaching only TIFF-F, VBK, WAV, or TXT files to
their messages. Unified Messaging does not accept any other file types.
5
If the subscriber is sending to a remote location, ask the subscriber to verify that the address is
valid and still exists.
6
For fax machines, ensure that the fax number is valid and the machine is accepting faxes.
7
Ensure that the subscriber has the capability to dial the number. Refer to the
CallPilot
Manager Set Up and Operation Guide.
8
Verify that the remote server is responding by issuing a network command on the Business
Communications Manager. 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 by people using Networking,
if the sender’s name is not provided to the CallPilot system, the Sender field appears as
“Unknown.”
