Fixing ShoreTel No Messages May Be Taken For This Mailbox Voicemail Error

Another quick fix today. Occasionally you’ll get a voicemail error message from a user’s voice mail box that says, “No Messages My Be Taken For This Mailbox”. It’s vague and gives no indication why this is happening. The user’s voice mail box might not even be full when this happens.

Unfortunately I’ve seen this happen seemingly at random without the user changing anything and it’s not always obvious what is causing the issue when you look at their settings.

So here’s the Fix.


Server Side Fix

Step 1 – Open the user up in Director under Users -> Individual Users

Step 2 – Click on Personal Options

Step 3 – Edit their Standard Call Handling Mode and Uncheck the box labeled “Enable Voice Mail ‘Greeting Only’ Mode” and click save. You will probably need to check all the other call handling modes and make sure this isn’t checked there.

Server Side Call Handling Mode
Click to Enlarge


At Their Desk Fix

Here’s how to fix the same problem through Communicator at the user’s desk.

Step 1 – Go into the Options menu and select their current call handling mode.

Step 2 – Uncheck the “Enable Voice Mail ‘Greeting Only’ Mode” box and click Apply and OK buttons.

ShoreTel Voicemail - No Messages May Be Taken
Click to enlarge

How to Install the ShoreTel Voicemessage Control Manually

Imagine if you will: You’re in the middle of Canada with a sketchy internet connection and you desperately need to update your ShoreTel auto-attendant for Labor Day. You’ve had the recording needed sent to you and you’ve connected to your work via VPN. You go into the auto-attendant menus to upload the recording and you can’t until you install an ActiveX control. No big deal, you do and Shoreware Director asks you if you want to leave the page. It becomes quickly apparent that no matter what you do, it will just keep looping you back to the Quick View Page and never install the component.

I’ve seen this happen a lot, especially when you’re working remote, or using Internet Explorer. You know because you have to use Internet Explorer to work with Director. Great way to design your software ShoreTel! Restrict what browsers work then make it virtually impossible to actually change prompts because of that browsers security measures!

Fortunately there is a fix and it’s fairly easy.

How To Install ShoreTel Voicemessage Control Manually

Step 1 – Download the following file: http://servername/shorewaredirector/voicemessage.ocx. If you set up ShoreTel to connect with Active Directory using my guide your URL should be http://shoretel/shorewaredirector/voicemessage.ocx and you can just click that to get it. I typically save it to the C:\temp directory for simplicity.

Step 2 – Close Internet Explorer (You might want to write the next couple steps down before proceeding if you don’t have another browser installed).

Step 3 – Open a command prompt in Administrator Mode and type the following “regsvr32 C:\temp\voicemessage.ocx”. If you saved voicemessage.ocx to the C:\temp folder you can just copy and paste that into the command prompt. You should get a message saying it was registered successfully.

Step 4 – Go back into ShoreWare Director into the auto attendant menu you want to change. It will ask you if you want to allow voicemessage.ocx to run. Tell it to Allow. It will give you the leave page dialog again, click leave. Go back to the Auto Attendant menu and you’ll probably get a dialog box about Windows Firewall, allow the plugin to run. You should now be able to import files.

Notes: If you get the error 80040200 when registering the OCX file, that just means you need to run the command prompt as an administrator.
There is also a file called twentyfour7.ocx that allows you to use the scheduler pages. It might be worth registering this control too. Use the same method as above to do so.

Hopefully this has saved you some frustrations. If you know of any more stuff like this please leave the info in the comments as it helps everyone.

How To Use The Soft Phone On ShoreTel Communicator

Yes! You can use the ShoreTel system entirely on your PC! You can make and receive calls and talk to people directly with ShoreTel Communicator. This is a great way to let telecommuters work from home without sending a phone, power brick, router, and a bunch of other stuff with them. It’s also the way a lot of call centers are set up to cut costs (headsets are cheaper than $300+ ShoreTel phones).

You need a couple of things before this will work properly.

The first thing you need is SoftPhone Licenses. If you don’t have these, you can still activate it but your server will lock down after 45 days. You can get a quote for these from your partner.

The second thing you need is some sort of headset. You can use the microphone and speakers on your laptop/desktop but the headset makes it a lot less aggravating.

Setting Up A User to Use The Soft Phone

Step 1 – Go to the user’s account under Shoreware Director.

Step 2 – Enable the soft phone for this user.

Step 3 – Save the changes.


Use the Soft Phone

Now you’ll need to go to the user’s ShoreTel Communicator and set up the SoftPhone.

Step 1 – Select Softphone from the Extension Assignment Menu. Drop it down, it should show up as the second option. If it doesn’t appear, make sure Communicator is up to date. Sometimes it just needs restarted, especially if you are connected over a VPN connection.

Step 2 – Make sure your headset is plugged in. Communicator will typically default to whatever is the current sound output. You can change it in the Options menu under “Smart Phone”.

If everything is set up right, you should now be able to make calls from ShoreTel Communicator and the call will play over your headset. If you need to send digits to the call (like to select menu options) just right click on the call and select the “Send Digits” option.



How to Telnet into a ShoreTel phone

This is one of those ‘probably never’ pieces of information. I’ve had to do this exactly one time to check and see why a phone was screwing up.

When you need to telnet into any ShoreTel device you must be using the ShoreTel server. You’ll need to know the IP address of the phone you need to telnet into. You can find this in the Shoreware Director under IP Phones > Individual IP Phones.

TelNet Shoretel Phone Screen

  1. Remote into the ShoreTel Server
  2. Go to a command prompt and type in “cd \Pro*\Sho*\*ser*” (that’s a fancy wildcard trick to get there faster).
  3. Type “phonectl -pw 1234 -telneton XXX.XXX.XXX.XXX”. The phone password is usually 1234, but you can change it under IP Phones > Options. Of course this will require a phone reboot, and if your phone is having issues you may have to do it manually. The XXX.XXX.XXX.XXX is the IP address of the phone.
  4. Telnet into the phone from your ShoreTel Server. If the telnet fails, you’ll have to do steps 1 through 3 again.

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Note: The full path should be “C:\Program Files\Shoreline Communications\ShoreWare Server”. It could also be “C:\Program Files (x86)\Shoreline Communications\ShoreWare Server”

You could also do a “dir \s phonectl.exe” and try to find the phonectl.exe command that way. You can copy that program and the ipbxctl.exe files to another computer and telnet into the phones and switches without remoting into your ShoreTel server.