atcomsystems.ca/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems Norstar CICS 6.1 with a NAM, Ext 102 MB locked

Ran a service call this morning on a Norstar with the complaint that the user at extension 102 cannot get into her mailbox. Checking the phone, it indicated her mailbox was full, but she could not log in, mailbox locked. F983 using the default allowed me into administration, and I checked mailbox 102. It had the mailbox linked to Ext. 299. Hmm. Went into config and tried to stat Ext. 299, it does not exist. F981, OTHR, log: with 102default. It forced me to change the password, then opened the mailbox which had 16 messages...to the owner of Ext 102. Deleted all the messages, then went back to Ext. 102 and tried a F981 login using new password, mailbox locked. No mailbox full message anymore, however. F983 allows admin access with 102XXXX (new password). Hmmm. Went to maintenace mode and did a port status on DN 299. It is B1 on P0308. Turned off set relocation, and put a phone on the 110 block on port 0308, which came up as Ext. 171. This was the B2 in the Port Status for P0308. Owner of Ext. 102 says she has always been 102 and this used to work. I am the 3rd vendor to come in and try to correct this issue apparently. Attempting to assign mailbox 102 to Ext. 102 only tells me the Extension is already assigned. How do I find out what mailbox Extension 102 is trying to login to at the password prompt?

102 is the system manager mailbox and should not be assigned to a user.

I don't think mailbox 102 is assigned to Ext. 102, but I can't seem to find out what mailbox is. She insists she has been Ext. 102 forever, and it had always worked until the extension moved (using set relocation). I can get into mailbox 102 using F981, and the log: prompt, but a straight F981 from her extension does not open the mailbox using 102's password, so I don't think she is associated with 102, but I don't know what mailbox it is.

If you can get to f983 you can see what mailboxes are assigned and what ext. They are assigned to. Being a CiCs there shouldn't be too many extensions to go through.

You said that they did a move using relocation. This does not always happen but it happens enough times that could be your problem.
After moving a set with relocation the mail box does not always follow the move and gets "lost in space".
Most of the time a reboot of the Voice Mail system will solve the problem.
Try it - it could work. And if not - back to square one.
I have had that problem about 6 times.

The password of Mailbox 102 is the password (XXXX) used to get into F983.
102XXXX

102 has the power to open and close a business, record AA greetings, send broadcast messages and why a normal user should not have this mailbox.

DN 102 most likely has another numbered mailbox wich is associated with DN 102.

Ask the user the name they saw on the display every time they logged in.
If you go into F983 and MBOX/Change press DIR then press Next until you see the name of the user in question then press OK to see the details such as the Ext: XXX

If your voice mail system is bigger than your phone system....you might be a redneck!

Rebooting a NAM.........scary. Ha

User of extension 102 was assigned mailbox 201. But the receptionist was sending callers via F986 to 102, which is why there were 16 msgs in the mailbox. If the call was sent using transfer, it would end up in 201 on a RNA or BNA.

What you can do aside from training reception to use 201 on F986 or F980 is to record a greeting under Alternate Greeting in mailbox 102.
Record the is "Mailbox is Not in use, please press 0" then say "allow message = NO".
This will raise a flag for all should somebody accidentally end up there...best to have that recording heard then have unanswered messages.