Confirm that the messaging software is polling the mailbox for which you are not receiving messages.

You can check polling through one or both of the following methods:

• Examine the Mail Manager error log (mungerror.log). At the start of each polling cycle, the Mail Manager creates an entry for each mailbox polled and the number of messages found.

  For example, 1/7 7:25:33 � Polling mailbox EXCHANGE-UT3MM2 and 1/7 7:25:33 � Found 57 messages in mailbox EXCHANGE-UT3MM2. If there is a polling entry for the mailbox in which you are not receiving messages, then the messaging software is polling the mailbox.

• Ensure polling for the mailbox was administered to enable polling. Go to the Mailbox Administration Web page for the mailbox and make sure that the Enable Polling field is set to Yes.

If mailbox administration looks correct (that is polling is enabled), but the Mail Manager error log doesn't indicate polling, go to Step 2.

Stop and then restart the Mail Manager through the Work Flow Manager interface to ensure the database is picking up the correct administration data.

If you are still experiencing the problem after stopping and starting the Mail Manager, go to Step 3.

Ensure that the messaging software is adding the received messages to the database. To do this, view the Mail Manager error log (mungerror.log) for an entry that indicates messages are being added to the database. For example, 1/7 7:25:34 - Message added as ID 6700.

If Message Care is adding messages to the database, then go to Step 4.

If the messaging software is polling the mailbox and adding messages from that mailbox to the database, then messages are most likely not being delivered to the agent(s).

From the Mailbox Administration Web page, identify the VDN that is administered for the mailbox in which you are having trouble.

Create a Snapshot report for the mailbox. If there are many calls in queue but agents are idle, check your vector programming. Go to Step 5.