CallPilot voicemail box says password is incorrect, even after a reset

[dsprague42]

I actually have 2 problems, but I think once I find the answer to one, it will fix the other.

We have an old Nortel Norstar Meridian Modular ICS phone system with PRI connetion and DIDs, plus CallPilot voicemail.

We previously had two people with two different phones and two different extensions and two different voicemail boxes. Now both are sharing the same phone.

For one extension (the main one on the phone), everything works.
For the second extension:
If you call internally, it rings to the phone.
If no one picks up, it goes to the correct voicemail.
If you call on his DID from the outside, it rings the phone.
If no one picks up, it goes to the correct voicemail.
That's all correct.
Here's the problem:
When you try to pick up voicemail for that secondary extension on the phone it actually rings on, you get a fast busy.
If you go to any other phone and dial the extension or dial from the outside and press ** during the greeting, it will prompt for a password, but no password works. I've even reset the password and it won't accept it. It always says that the password is incorrect.
I can't blow the mailbox away and start over because there are messages there that need to be retrieved.
Can anyone help me with this issue?
I know it's an old system, but I could use the assistance.

 

[exsmogger]

When trying to access the mailbox from the extension does the display show Log or Pswd? If Log, you must enter the mailbox number and password. If Pswd, enter just the password.

When pressing ** it should prompt for the mailbox and password. So if the mailbox number is 250 you would enter 2500000 since you reset the password to 0000. It should then prompt you to change the password.



Brian Cox
Oregon Phone

http://www.OregonPhone.com

http://www.linkedin.com/in/briancox1952

 

[dsprague42]

The log function is turned off on our system.

If you try to login to voicemail from that phone (using Feature 981), you can only login to the voicemail of the original extension. If you try to call the secondary extension on that phone in an attempt to check the voicemail or leave a message, you only get a fast busy. It should be giving you the voicemail box, not a fast busy.

As I said before, if you try calling the extension and no one picks up, you get the right voicemail box, and if you then press ** when the greeting plays, it asks for a password, but no matter what you put in, and no matter how many times I've reset the password, it gives 'invalid password'.

 

[dsprague42]

To use a bad analogy, it's as if the mailbox can only be 'written' to and not 'read'.

If helpful, I can send the settings for both extensions.

 

[pccal]

Not possible to turn off login feature. Read what exmogger is trying to tell you in his post.

 

[exsmogger]

When checking from the phone press the * key at the Pswd prompt to get a Log prompt. Then enter the mailbox number and password.

Brian Cox
Oregon Phone

http://www.OregonPhone.com

http://www.linkedin.com/in/briancox1952

 

[dsprague42]

This is on the phone that both extensions are on.

Apparently it is possible to turn the log off because when I check log, it says 'inactive feature'. I've already been through that.

When I press feature 981 on the phone that both extensions are on (like every other phone on our system), I get a prompt for a password. No mention of Log. The only password that works for this particular phone is the one for the voicemail of the primary extension and not the secondary extension.

Again, you can call the secondary extension or the DID you can leave leave a message, but there is nowhere where you can retrieve the messages.

 

[allworxguy]

You can't log into a reset mailbox using ** until the password has been changed.

To log into a phantom box, Go to any phone > F981 > OTHER > enter mailbox and password (xxx0000) > you should now be prompted to change the password. Once you change the password ** will function.

Marv

http://www.telemarv.ca

 

[dsprague42]

System version is SP:30COE06 NAT.
Maybe that will help.

I don't know how else to tell you that the 'log' funtion never appears on any of our phones. If you press the * key, it just goes right to password.

 

[dsprague42]

We have tried F981 and Other and reset the password, but when we try to check it from somewhere else, we get 'invalid password'.

 

[cook1082]

What you are being told is when you use F981 either press the star key or on the soft key press other. You will see LOG enter the mailbox with the password and press # or OK.

 

[ironhorse17]

It has to be re-initializied by changing password from default to something else.

 

[dsprague42]

Maybe I didn't describe the voicemail issue accurately.
When the user tries to access voicemail on the phone is extension rings to, he gets the main extension's mailbox.
If he calls his extension from that extension in order to get to his voicemail box and listen to his messages, he gets a fast busy and is unable to reach his mailbox.
If he goes to any other phone, even external phones, and calls his extension in order to pick up his voicemail messages, it asks for a password and then, no matter what we have set it to, it tells him the password is invalid.
When we have tried resetting from feature 983, we are able to get log, but when I reset it, and then go back into it with that reset password using Feature 981, I get invalid password.

 

[ironhorse17]

Make sure the extension matches the voice mailbox number. It does not have to.

 

[curlycord]

This is what you get when trying to have 2 people share a phone but do not understand how it all works.

1 person who is X222 with mailbox 222 enters F981 and inputs password.
2nd person who is mailbox 333 but at the same phone should press F981, #, 333 and 2nd persons password.

As for calling 333 you will get a busy because the phone is not in service.....unplugged or who knows what you did to make them share a phone.
You can only get to the 2nd person by dialing 222, problem is it will go to 222's mailbox after so many rings.

Try using Answer DN key on 222 to answer 333.
Set Forward No Answer to 4 rings at 222 and 3 rings on 333 so there is no conflict.







=----(((((((((()----=
curlycord

http://www.curlycord.com

 

[allworxguy]

To elaborate on Curly's post:

One mailbox per phone period. You can have multiple phones on one box but not the other way around.

In curly's example 333 is known as a guest mailbox (look that up in the manual). There can be no phone ext associated with this box. It is merely for leaving messages.

A phone can not dial 333 directly as it does not exist as a phone but only as a mailbox. Calls must be transferred to this box via the auto-attendant or manually use F986 - 333.

If you want to speak to the other person sitting at the desk of 222 you must dial 222 even though his mailbox is 333. However, calls will never get to mailbox 333 in this manner.

Messages can be retrieved from this box 2 ways
1) From any phone F981
> Press OTHER (or #) if the screen says PSWD: screen will change to LOG: (skip this step if the screen already says LOG
> enter mailbox plus password OK (or #).

2)From the outside by calling to the office via the auto-attendant and pressing **. When prompted enter the mailbox plus the password then #.

I would suggest that the mailbox for 222 greeting include instructions for the caller for leaving a message the other person (John Doe) something like: "This is Jack Smith, press **333 to leave a message for John Doe"

Marv

http://www.telemarv.ca