#Partner Mail: Mailbox login trouble - Unable to login - locked or lost password - PM3

Possible solutions include:

• Not using the correct procedure to log in to the mailbox
• Need to reinitialize the password for the mailbox
• Need to power down the Partner Mail System for 1 minute
• Mail Admin not programmed correctly
• Mailbox needs to match the extension number (Partner Mail R3)
• Need to reinitialize the password for the mailbox
• Need to delete and recreate the mailbox
• Possible bad line(s)/Cellular phone service trouble
• Temporary Mail trouble due to bad sector on the hard drive
• Voice mail ports busy
• Need to program Hunt Group 7 extensions (#505) correctly

Possible causes include:

• Not using the correct procedure to log in to the mailbox
• Need to reinitialize the password for the mailbox
• Need to power down the Partner Mail System for 1 minute
• Mail Admin not programmed correctly
• Mailbox needs to match the extension number (Partner Mail R3)
• Need to delete and recreate the mailbox
• Possible bad line(s)/Cellular phone service trouble
• Temporary Mail trouble due to bad sector on the hard drive
• Voicemail ports busy
• Need to program Hunt Group 7 extensions (#505) correctly

Not using the correct procedure to log in to the mailbox

Things to check:

1. If accessing the mailbox from within the Partner system and dialing manually, verify the user is dialing Intercom777Extension#Password#.
2. If accessing the mailbox from within the Partner system and using an auto dial button, verify it is programmed correctly (withIntercom777 and not voice-signaled).
3. If accessing the mailbox remotely, verify the user is dialing*7 while hearing the main greeting or menu.
4. If the user first gets a Direct Extension Dial (DXD) message, verify they are dialing 777 for the extension number to get to voicemail.
5. If the user hears the Message ' Log In incorrect, please try again', make sure the Mailbox does exist and that they are entering a valid Password.

If the Mailbox does exist, then the Password is incorrect.

Verify the correct procedures are being used to access the mailbox:

1. If on a Partner system phone and dialing manually, verify the user is dialing Intercom777Extension#Password#.
2. If on a Partner system phone and using an auto dial button, verify it is programmed correctly (with Intercom777).
3. If calling in remotely, verify the user is dialing *7 while hearing the main greeting or menu.
4. If the user first gets a DXD message, verify they are dialing 777 for the extension number to get to voicemail.
5. If the user hears the Message ' Log In incorrect, please try again', make sure the Mailbox does exist and that they are entering a valid Password.

If the Mailbox does exist, then the Password is incorrect.

To verify that the Mailbox does exist for Partner Mail VS:

1. Log into Voice Mail Intercom777, 99#Password#9
2. Press 4 for Mailbox and then enter extension and#.

To verify the mailbox exists on Partner Mail R1 and R3:

1. Log into Voice Mail Intercom777, 9997#Password#9.
   
   Partner Mail R3: enter password#.
2. Press 4 for Mailboxes.
3. Press 2 to play a Mailbox Configuration.
4. Enter Mailbox and #.

Partner Voice Messaging PC Card:

1. Log into mail: Intercom7770#
2. Press 1 to review mailbox assignments
3. Enter the 2-digit number of the mailbox (01-04)
4. Press *# to exit without changing the mailbox assignment.

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Need to reinitialize the password for the mailbox

The password has been lost or changed, or possibly the user attempted too many unsuccessful logins to their mailbox. Reinitializing the password would resolve this problem.

Default passwords:

• Partner Mail R1, Partner Mail VS, Partner Voice Messaging: The password will be reset to 1234.
• Partner Mail R3: The password will be reset to #. The user enters #, then is prompted to change the password.

How to reinitialize the password for Partner Mail (Partner Mail R1, Partner Mail R3).

1. Log in to the mail system as the System Administrator.

• Partner Mail R1: Intercom777, System Admin extension or 9997#, password #9
• Partner Mail R3: Intercom777, System Admin extension or 9997#, System Admin mailbox password, #9 System Admin password #

2. Press 4 for Mailbox Administration.
3. Press 6 to modify a mailbox.
4. Enter Mailbox Number + #.
5. Press 3 to initialize the password.

How to reinitialize the password for Partner Mail VS (PVS PV3 PV4 PV5):

1. Press Intercom777, dial 99#, Enter Password and press #, Press 9.
2. Press 4 to program mailboxes.
3. Enter the number of the mailbox and #.
4. Press 3. The password will be re-set to 1234.
5. Press *7 to return to the Programming Main Menu or hang up to quit.

How to reinitialize the password for a mailbox for Partner Voice Messaging PC Card R1, Partner Voice Messaging PC Card R2

1. Press Intercom777.
2. Partner Voice Messaging PC Card R1: Enter 0 and the Password (Default password = 1234).
   
   Partner Voice Messaging PC Card R2, Partner Voice Messaging PC Card R3: Enter 0#, the password and press # (Default password = 1234).
3. On Partner Voice Messaging PC Card R1 press 9
   
   On Partner Voice Messaging PC Card R2 or later press7
4. Enter the Mailbox Number. On Partner Voice Messaging PC Card R1, Partner Voice Messaging PC Card R3 (Small) Mailboxes 1 to 4, on Partner Voice Messaging PC Card R2 Mailboxes 01 to 04, on Partner Voice Messaging PC Card R3 (Large) Mailboxes 1 to 16. If using Partner Voice Messaging PC Card R3 or later you must press # after the mailbox number.
5. Press **9 or hang-up to exit.

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Need to power down the Partner Mail System for 1 minute

Instructions:

To power down the Partner Mail System (Partner Mail R1 and R3), turn the Red Power switch located on the side of the Partner Mail unit off for 1 minute and then turn back on. The Mail unit will take about 2 minutes to reboot and all the programming will be retained (except the Date and Time on PML). The status indicator lights will turn solid Green when the Mail System boot is completed.

Note: If you power down a Partner Mail R1, you will need to reprogram the system Date and Time. If you do not, no one will be able to leave messages in any of the mailboxes (they will hear the message 'Nothing to approve'. Use the attachment for information on how to program the System Date and Time for Partner Mail.

Considerations

A Power down Reset can often correct a Temporary System Failure. There are many possible causes such as Electro-magnetic interference (EMI), Power fluctuations (Brown Outs, Power Surges) etc.

If this is a repeat problem, note the information on our repair ticket so the tech can look for possible problems and correct them.

There was a temporary failure of the Partner Mail System. There are many possible causes such as Electro-Magnetic Interference (EMI), Power Fluctuations (Brown Outs, Power Surges) etc.

To reset a Partner Mail unit (Partner Mail R1 and R3):

Turn the red power switch located on the side of the unit off for 1 minute and then turn it back on. The mail unit will take about 2 minutes to reboot. The Status Indicator lights will turn solid Green when the Mail System Boot is completed. All programming will be saved.

To reset Partner Mail VS:

If you can access the mail, you do a 'System Reset-Save All'.

How to Program:

1. Press Intercom777.
2. Enter Login Press 99#.
3. Enter Password (1234 is default) and press #.
4. Press 9.
5. Press 98973738 (989-RESET).
6. To Exit, press **9.

If you cannot access the Partner Mail VS system:

You can reset the entire Partner system, which will also reset the Partner Mail VS unit. This is not recommended because this will also disconnect all calls on the system. To reset the Partner control unit, unplug the power cord or reset the breaker button for 30 seconds.

Note: If this is a Partner ACS/Endeavor system, look for a battery warning message on extension 10 or 11. If one is displayed, DO NOT power down the system.

If this is a repeat problem, note the information on our Repair ticket so the technician can look for possible problems and correct them.

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Mail Admin not programmed correctly

How to verify mailbox for Partner Mail R1 and R3:

1. Press Intercom777, System Admin extension (default 9997), press #.

• Partner Mail R1: Enter password #9.
• Partner Mail R3: Enter System Admin mailbox password, #9 System Admin password #.

2. Press 4 for Mailbox programming.
3. Press 2 to play the configuration of a Mailbox.
4. Enter the Mailbox (same as the subscriber's extension number) followed by #.
5. Press:

• # to play the configuration of the next Mailbox, or
• *# to play the Mailbox Administration menu.

How to verify mailbox for Partner Mail VS:

1. Press Intercom777, Press 99#, Enter Password and #, Press 9.
2. Press 4 for mailboxes.
3. Enter the number of the Mailbox and press #.

• The system will tell you if the mailbox exists.

4. Repeat Steps 3 for each Mailbox.
5. Press *7 to return to the Programming Main Menu.

How to verify mailbox for Partner Voice Messaging PC Card:

To review the mailboxes that have been assigned to extensions:

1. Press Intercom777, Enter 0 and Password (default is 1234).
2. Press 1 to review the mailbox assignments.
3. Enter the mailbox number (1-4 for Partner Voice Messaging PC Card R1, 01 to 04 for Partner Voice Messaging PC Card R2, 1-16 for Partner Voice Messaging PC Card R3).

• The system plays the current assignment for this mailbox.

4. Press *# to exit without changing the mailbox assignment.
5. Repeat Steps 2 through 4 to review other mailbox assignments.

Note: On Partner Voice Messaging PC Card R1 you will not get a confirmation of the extension number, only that the mailbox isassigned to an extension.

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Mailbox needs to match the extension number (Partner Mail R3)

There is not a mailbox created or assigned for this extension. You will need to create/assign one. Listed below are just the programming steps. If you need information on related features, detailed descriptions, or considerations, click on the appropriateattachment.

How to create a Mailbox for Partner Mail R3:

1. Log in to the Mail System as the system Administrator:

1. Press Intercom777.
2. Enter the System administrators mailbox and #, password and #.
3. Press 9 for System Administration.
4. Enter System Administration Password + #.

2. Press 4 for Mailbox Administration.
3. Press 4 to create a New Mailbox.
4. Enter Mailbox Number and press #.
5. Enter the Class of Service and press #. Refer to the Calss of Service table - below.
6. (Bilingual Mode only) Choose an option:

• Press 1 to select the Primary Language as the Mailbox Language.
• Press 2 to select the Secondary Language as the Mailbox Language.
• Press # to Review the current Mailbox Language.
• Press *# to use the Primary Language as the Mailbox Language.

7. (Bilingual Mode only) Choose an option:

• Press *# to Approve the Language selected
• Press 1 to Re-Enter the Language selected. Return to Step 8.

8. Enter letters for the mailbox name. Refer to the Letter Code table - below.
9. Choose an option:

• Press 9 to confirm the Mailbox Name.
• Press 6 to Cancel the Mailbox Name.

10. Record the Mailbox Name then press 1.
11. Choose an option:

• Press 23 to Play back the Mailbox Name Recording.
• Press 21 to Re-Record the Mailbox Name Return to Step 10.
• Press *3 to Delete the Mailbox Name (The Mailbox Number will be used for the name). Go to Step 12.
• Press *# to Approve the Mailbox Name Recording. Go to Step 12.

12. Choose an option:

• Repeat Steps 6 through 13 to add another Mailbox
• Press *# to Return to the Mailbox Administration Menu.

13. Procedure is complete.

* Only mailboxes 10-57, 71-74 and 771-776 can be assigned a COS with Transfer Permitted (COS 1-4 and 20-23).

** COS 18 is for special purposes, such as dictation, where a long message needs to be recorded.

Letter code table for mailbox names (Partner Mail R1, Partner Mail R3).

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Need to delete and recreate the mailbox

Before you delete a Mailbox, remove all messages or they will be deleted also. Deleting and re-creating the Mailbox moves the Mailbox to a different sector on the hard disk in the voice mail system. There could have been a bad sector on the hard drive.

On Partner Mail R1 and R3, before deleting, you may want to listen to the mailbox configuration to note the Class of Service and Name so you can re-program the new mailbox correctly.

A bad message can be Skipped by dialing # to get to other messages.

A bad message can be Deleted by dialing *3 to get to other messages.

How to Delete and recreate a Mailbox for Partner Mail VS:

1. Press Intercom777 or a programmed button. Press99#. Enter Password and press #. Press 9.
2. Press 4 for Mailboxes.
3. Enter the Mailbox number to be deleted and #.
4. Press *3 to Delete the Mailbox
5. Press 9 to Confirm Mailbox deletion.
6. Enter the number of the Mailbox you want to create followed by#.
7. Press 4 to create this Mailbox.
8. Press *7 to return to the Programming Main Menu.

How to Delete and recreate a Mailbox for Partner Mail R1 and R3:

1. Press Intercom777, System Admin extension (Default: 9997) and press #

• Partner Mail R1: Enter password and press #9.
• Partner Mail R3: Enter System Admin mailbox password, #9 System Admin password #.

2. Press 4 for Mailbox programming.
3. Press *3 to delete the Mailbox.
4. Enter the Mailbox extension number and #.
5. Press 9 to confirm the deletion of the Mailbox.
6. Press *# to return to the Mailbox Administration Menu.
7. Press 4 to create a new Mailbox.
8. Enter the Mailbox extension number and #.
9. Enter the Class Of Service, followed by #.
10. Enter the mailbox name using 2-digit number codes for letters.
11. Choose:

• Press 9 to approve the name.
• Press 6 to cancel the name. Go back to Step 6.

12. Lift the handset and record the employee's name followed by1.
13. Choose:

• Press 21 to Re-record the name.
• Press 23 to Replay the name.
• Press *3 to Delete the name.

14. Press *# to Approve the name.
15. Press *# to Return to the Mailbox Administration Menu. Press **9 to Exit.

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Possible bad line(s)/Cellular phone service trouble

Check with your dial tone provider or Cellular Phone Service provider to see if there is a problem.

• There may be too much noise/static on the lines making communication with the Partner Mail system difficult.
• The touch-tones being supplied by the cellular phone may be configured in such a way that the Partner Mail system doesn't recognize them.

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Temporary Mail trouble due to bad sector on the hard drive

By deleting and re-creating the Mailbox, the Mailbox was moved to a different sector on the Hard Drive Unit.

Considerations:

• Before you delete a Mailbox, remove all messages or they will be deleted also.
• When you re-create the Mailbox, it will have the factory Greeting and factory Password.
• Since extension 10's Mailbox cannot be deleted, try re-initializing the Mailbox.

Note: If you Delete and recreate a Mailbox that has a Line Owner, you must re-Assign Line Ownership in the Mail.

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Voice mail ports busy

Any type of call into or out of the voice mail system requires use of one of the ports. Some things that requires use of the ports are:

• A person getting their messages.
• A person leaving a message.
• The Mail system calling out for Outcalling (Partner Mail R1 and R3, PV5).
• The Mail system sending the code to light a Message light because a message has been left in a mailbox.

One way to check the mail ports to verify if all are busy, is to call each extension assigned to Hunt Group 7. If you get a busy signal on each of the ports, there is no way for mail to answer incoming calls or allow calls to be transferred to mailboxes.

• Partner Mail VS R1 and R3 are 2-port systems.
• Partner Mail VS R4 and R5 can be 2 or 4-port systems.
• Partner Mail R1 can have 2 or 4 ports.
• Partner Mail R3 can have 2, 4, or 6 ports.
• Partner Voice Messaging PC Card has 2-ports.

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Need to program Hunt Group 7 extensions (#505) correctly

It is important to check this programming completely by scanning through all the possible extensions on the system to verify two things:

1. Verify the ports for the voice mail are '1=Assigned'
2. Verify all other ports are '2=Not Assigned'.

Determining the correct extension for Hunt Group 7 assignments:

Partner Mail VS:

The Partner Endeavor R1 only uses 362/362EC Modules which each count as 8. The VS Mail always counts as 6. So just figure out how many Modules are ahead of the Mail when figuring ports. Example: Processor, 2 362EC's, and 4 port VS Mail in that order - Mail ports would be 36, 37, 38, 39.

For Partner Mail Voice Messaging PC card:

The extensions 78 and 79 must be assigned to Hunt Group 7. Make sure there aren't any other extensions assigned to this group.

Large Partner Mail systems (Partner Mail R1 and R3):

The Voice Mail ports are ordinarily connected sequentially by 4-wire DB4U Modular cords to the extension ports on the Control Unit. For example, Partner Mail R3 ports 1 through 4 would be connected sequentially to Extensions 30, 31, 32, and 33. If the mail was not connected in this manner the best way to verify the extensions is to have the customer go to the mail and physically trace the cords from the mail to the Partner system and see what ports they are plugged in to.

How to Program Hunt Group 7 extensions (from extension 10 or 11 with a display phone)

1. Dial Feature00System Program (or Left Intercom) System Program (or Left Intercom).
2. Dial #505.
3. Dial 7 at the Group: prompt
4. Dial extension number.
5. Check the display to see the current setting for this extension.
6. If you need to change it, press:

• 1 = Assigned to group
• 2 = Not Assigned to group

7. Dial Next Item or Prev Item to check or Assign another extension
8. Select another procedure or press Feature00 to exit programming mode.

Hunt Group 7 is used exclusively for extensions that are connected to a Partner Voice Mail System. Do not assign any other extensions to this Hunt Group. Hunt Group 7 Programming automatically sets Auto Line Select to Intercom first and provides Machine Dial tone for the Voice Mail extensions.

How to program Hunt Group extensions:

1. Press Feature00System Program (orLeft Intercom) System Program (or Left Intercom)
2. Dial #505.
3. Dial 7 for the group.
4. Dial extension number.
5. Dial

• 1 = Assigned to Group
• 2 = Not Assigned to Group

6. Dial Next Item or Prev Item to check or Assign another extension.
7. Select another procedure or press Feature00 to exit programming mode.

How to determine the extensions to assign to Hunt Group 7 (the mail ports):

Partner Mail VS:

See the attachments to determine the extensions you need to assign to Hunt Group 7.

The Partner Endeavor R1 only uses 362/362EC Modules which each count as 8. The VS Mail always counts as 6. So just figure out how many Modules are ahead of the Mail when figuring ports. Example: Processor, 2 362EC's, and 4 port VS Mail in that order - Mail ports would be 36, 37, 38, 39.

Endeavor R2 allows use of 206/200/400 modules as well as the 362 modules.

Partner Voice Messaging PC Card:

The only extensions that should be assigned to Hunt Group 7 are 78 and 79.

Large Partner Mail systems (Partner Mail R1 and R3):

The Voice Mail ports are ordinarily connected sequentially by 4-wire DB4U Modular cords to the extension ports on the control unit. For example, on Partner Mail R3 ports 1 through 4 would be connected sequentially to extensions 30, 31, 32, and 33.

Partner Plus, Partner II and Partner ACS:

Partner Mail R1 and R3 should not be connected to the top extension jack of any 206 Module or to Power Failure Transfer extensions 10, 16, 22, 28, 34, 40, 46, or 52.

Partner Endeavor:

Connect only to the bottom two ports of the Processor or 362EC Expansion Module. So if you have more than 2 ports, these will not be connected sequentially because you would have to use 2 on one 362 and 2 on another, and 2 on another if six port. Do not connect to the Top 6 Ports on any 362 Module!

After all of the above solutions have been attempted and the problem still exists, consult with a Specialist for further troubleshooting steps.