Troubleshooting Contacts Issues

To Recognize My Contacts

Symptom: When I say the name of one of my contacts, Evatel says: "I did not understand".

Possible causes and fixes:

(a) Your contacts are not on the server specified in your profile.

Correction: Make sure you specify the correct location for your contacts. Click on the Contacts button in your Web Portal toolbar and verify that the field Keep my Contacts indicates the proper location where your contacts are stored:

• If your mail account is accessed using the Outlook Web Access protocol, then you can either specify that your contacts are stored on your mail server (Microsoft Exchange) or on the Web Portal
• If your mail account is accessed using the POP3 or IMAP protocols, then you should specify that your contacts are stored on the Evatel Server

Ask your mail service provider or system administrator to provide you with the required information to access your mailbox using off-the-shelf products such as a Web browser (Google and Exchange) or Outlook Express (IMAP and POP3). See Mail Access Connection for more details.

(b) The contact you are trying to access has not been imported by Evatel because the maximum number of contacts has been reached.

Make sure that the number of contacts you want to import does not exceed the maximum allowed in your profile. Remove any extra contacts or check with your System Administrator if you can increase the number of contacts allowed in your profile. Only your Company Administrator can change this parameter for you.

(c) The contact type or content is invalid.

Evatel does not import contacts that consist of distribution lists or that contain invalid information. Please review and correct the contact(s) that may cause a problem.

Does Not Send My New Messages and E-Mail Replies

Symptom: My contacts did not receive the messages that I send or forwarded to them.

Possible causes and fixes: The SMTP port of your assistant's server is probably blocked

Ask your service provider or system administrator to make sure that the SMTP port (25) of your Evatel Server has not been closed by an Anti-Virus program such as McAfee or by a firewall.

Evatel Fail

Symptom: When I ask Evatel to dial the number of some of my contacts, the call fails for no reason.

Possible causes and fixes:

(a) The telephone numbers of your contacts are not formatted using the Microsoft TAPI convention.

Make sure that the telephone numbers of your contacts are in the TAPI format and that the country and area codes, and the Country field are properly configured for the telephone numbers of each contact.

(b) The Phone and Modems Options of your Evatel Server are not configured correctly.

Ask your service provider or system administrator to make sure that your Evatel Server's Phone & Modem Options are properly configured for your Country, Area Code and Dialing Rules.