Troubleshooting Email-by-Phone

The first step when troubleshooting any Email-by-Phone issue is to check the configuration settings in CallPilot Manager. If the configuration is correct and the Email-by-Phone feature still does not function properly, proceed with the next troubleshooting action that is likely to solve the problem.

User cannot connect to the external e-mail server

  1. Ensure that the Email-by-Phone configuration is correct.

  2. Verify the connection to the external e-mail server. To do this, ping from the CallPilot server the external e-mail server to which the user tried to connect. At the DOS command line, type ping <external e-mail server name>; for example, ping ztcfd03.
    The ping command does not show any points of failure between the CallPilot server and the external e-mail server, but indicates if a connection between the CallPilot server and the e-mail server exists through the network.

  3. Depending on the result of the ping command, proceed as follows:
    a. If the ping command shows that a connection is present between the CallPilot server and the external e-mail server, try to log in to the IMAP port of the external e-mail server. In a DOS command window, type telnet <external e-mail server name> 143; for example, telnet ztcfd03 143, where ztcfd03 is the external e-mail server name. If a connection between the CallPilot server and the e-mail server exists, a Telnet window indicating that the e-mail server is ready appears on the screen.  
    If a window indicating that the server is not ready appears on the screen, then a network issue affects the connection to the e-mail server.
    b. If the ping command indicated no connection between the CallPilot server and the external e-mail server, go to step 6.

  4. If the Telnet window indicates that the e-mail server is ready, try to log in to this server by typing the following command:  
    001 login <user ID> <user password>. The following message indicates that the attempt to log in to the e-mail server was successful: 001 OK Login completed.
    If the previous message does not appear, then the user ID or the password is not correct.

  5. Log out from the e-mail server by typing 002 logout.

  6. If the ping command indicated no connection between the CallPilot server and the external e-mail server, use the trace route command to detect subnet type issues. In the DOS command window on the CallPilot server, type tracert <external e-mail server name>.
    The tracert <external e-mail server name> command traces the route to the external e-mail server and identifies any points of failure.

To check the source of an e-mail message in Outlook Express

  1. Open the e-mail message that failed to play.

  2. Choose File › Properties.
    The Properties window is displayed.

  3. Click the Details tab.

  4. Click Message Source.
    The Message Source window appears.

  5. Verify if the character set of the e-mail message is supported by the Email-by-Phone feature. An example would be a  line that provides information about the character set: charset=”iso-8859-1”.