ATT System 25 Call Management System Manual

							
Status Indicator: NoStorage
Effect on Data Collection:CMS continues to manage calls, but all data
collection stops until the problem is corrected.
Possible CauseCorrective Action
There’s no room on1 Exit to MS-DOS by pressing [F8]
the hard disk for new(labeled “Exit to DOS”) on the
data.CMS Menu.
2 Access the cmsrept directory by
typing
cd  cms  cmsrept
then press [Enter]
3 Type dir then press [Enter] to
display the names of all the files in
the directory.
Data files are in the form
dyymmdd.cms (where yymmdd
represents a year, a month, and a
day.
4 If you plan to delete files, but want
to transfer (save) data from these
files onto a floppy diskette before
deleting them, see Section 8,
“Archiving Data” in this manual.
5 Delete files by typing
erase c:dyymmdd.cms
(where yymmdd represents the
year, month and day of the file);
then press [Enter].
6 Repeat Step 5 for each file you
want to delete.
Startup Problems 
9-15 
						

							• WARNING--Printer Not Ready. Using Prt Sc Key Will Halt CMS.
Status Indicator: Don’t PrtSc
Effect on Call Management: If you press [Shift] + [Print Scrn] when this message is
displayed, CMS stops managing calls.
Effect on Data Collection: If you press [Shift] + [Print Scrn] when this message is
displayed, all data collection stops, but resumes normally when the problem
is corrected. Statistics for time logged in are not affected.
Possible CauseCorrective Action
The printer is not
Make sure the printer is plugged in
receiving power.and turned on, and that the Ready
light is on.
There’s no paper in the1 Make sure there’s paper in the
printer, or the paper is
printer and the paper isn’t
jammed.
jammed.
2 Make sure the paper is aligned
properly.
3 Press the Form Feed button on the
printer to make sure the paper
feeds properly.
There’s a loose cableMake sure the connections are secure
connection betweenat both ends of the cable running
the printer and the PC.between the printer and the PC.
If the problem is corrected, you will
see the message Printer Now Ready on
the error line. If you do not see this
message, try correcting the problem
again. If you still do not see the
message, turn the PC off, then on, and
restart CMS call management from the
CMS Menu.
The printer is notMake sure the printer’s Ready light is
ready.on. If not, press the button next to
the Ready light.
9-16 Startup Problems 
						

							(N
represents the announcement unit number and XXXXXXX is the
Announcement ID.)
Status Indicator: ANNC
Effect on Call Management: Until the problem is corrected, CMS cannot connect
calls to the designated announcement unit. The Announcement Unit Status
field on the System Status screen displays 
BRKN and the Annc Condtn field
on the Select Announcement and Assign Announcement screens also shows
BROKN.
Possible Cause
Corrective Action
The announcementTurn off the Continuous Play switch.
unit is in theBring the unit back into service
Continuous Play mode.following the directions in “Voice
Announcement Unit Problems,” later
in this section.
Startup Problems 9-17 
						

							Call Management Problems
The following pages identify and suggest corrective action for problems that
may occur while CMS is managing calls. Scan the pages to locate the error
message or problem description that identifies your problem. Then take the
recommended corrective action.
IMPORTANT: All the problems identified here bring call management
to a halt. In most cases, CMS resumes managing calls as soon as the
problem is corrected. Meanwhile, you have to manage incoming calls
on CMS lines according to the instructions in “Managing Calls When
CMS is Not Running” at the end of this section of the manual.

Status Indicator: CU1 (flashing) and CU2 (flashing)
Audible Signal: A 30-second beep from the PC
Effect on Call Management: Until this problem is corrected, CMS cannot
manage calls.See “Managing Calls When CMS is Not Running” at the end
of this section of the manual..
Effect on Data Collection:When this problem occurs, data collection stops.
Data on calls completed within the hour are saved if the problem is corrected
within the same hour in which CMS became disabled. Data on calls in
progress when CMS became disabled are lost. When the problem is
corrected, data collection resumes.
Possible CauseCorrective Action
The CMS PC Interface1 Exit to MS-DOS bv pressing [F8]
Card has become(labeled “Exit to DOS”) on the
loose.CMS Menu.
2 Turn off the PC and unplug it from
the power source.
3 Make sure the CMS PC Interface
Card is installed as described in the
AT&T System 25 Call Management
System Installation and Startup Guide.
4 Reconnect and turn on the PC.
5 Restart CMS call management.
The CMS PC InterfaceIf the same message appears on the
Card is faulty.screen when you try to restart CMS,
contact your equipment supplier for
assistance.
9-18 Call Management Problems 
						

							The PC stops functioning, and call management stops, but
no message appears on the screen.
Audible Signal: The alarm on the CMS PC Interface Card comes on and stays
on.
Effect on Call Management: Until this problem is corrected, CMS cannot
manage calls.See “Managing Calls When CMS is Not Running” at the end
of this section of the manual.
Effect on Data Collection:When this problem occurs, data collection stops, and
all data from the current hour are lost.
Possible Cause
Corrective Action
The PC has failed.
Press the reset button below the disk
drives on the front of the PC, and
restart CMS call management from the
CMS Menu.
If you cannot restart the PC , see the
user’s guide that came with your PC.
The PC stops, restarts, and displays the MS-DOS
C> prompt, or the CMS Menu.
Effect on Call Management: Call management stops, but should resume shortly
after you restart call management.
Effect on Data Collection:Data for the current hour are lost.
Possible Cause
Corrective Action
Electrical power to theRestart call management from the
PC was interrupted, or
CMS Menu. (Refer to “Startup
someone pressed theProcedures” in Section 5 for details.)
reset button on the PC.
Call Management Problems 9-19 
						

							
(X refers to either PC jack CU1 or PC jack CU2).
Status Indicator: CU1 or CU2 (flashing)
Audible Signal: A single short beep from the PC and a longer beep from the
CMS PC Interface Card
Effect on Call Management: Until this problem is corrected, CMS cannot
manage calls. See “Managing Calls When CMS is Not Running” at the end
of this section of the manual.
Effect on Data Collection:When this message appears, data collection stops.
Data on completed calls are saved, but data on calls in progress when the
problem occurred are lost. When the problem is corrected, data collection
resumes.
Possible Cause
Corrective Action
There’s a loose cable
Make sure one end of the cable is
connection betweenplugged securely into the CU1 (or
the CU1 and/or CU2CU2) jack at the back of the PC and
jack and the System 25
the other end is plugged securely into
wall jack.the wall jack assigned to CU1 (or
CU2).
If this does not work, have the System
25 Administrator check that the station
interconnect panel (SIP) connections to
the System 25 cabinet for the CU1
and/or CU2 are in place.
The cable is faulty.Try switching the cables around
(unplug the cable from CU1 and plug
it into CU2, and vice versa). If the
CU1 indicator on the screen stops
flashing and the CU2 indicator appears
on the screen (or vice versa), you
know the problem is either a faulty
cable or a faulty System 25
component.
The ATL port(s)
Have the System 25 Administrator
assigned to CU1 and/or
check the ATL Line Circuit Pack to
CU2 is faulty.which CU1 and CU2 are connected.
The wrong cable is
The cable must be a 4-pair modular
being used.
cable, D8W-87, the type of cable that
came with your CMS PC Interface
Card.
The CU1 and/or CU2If none of the above actions corrects
jacks on the CMS PC
the problem, contact your equipment
Interface Card are
supplier for assistance.
faulty.
9-20 Call Management Problems 
						

							CMS stops managing calls. No error message appears on
the screen, and the function keys don’t work.
Effect on Call Management: No calls are processed.
Effect on Data Collection:Only statistics for time logged in are collected.
Possible Cause
Corrective Action
You pressed
[Shift] + {Print Scrn]under the heading, “Printer
when the printer was
Problems” later in this section for a
not ready.
list of corrective actions.
When the printer is fixed, CMS
resumes call management. If it does
not, reboot the PC (by pressing the
reset button on the front of the PC or
by turning the PC off and then on
again), and then restart CMS call
management from the CMS Menu.
Call Management Problems 9-21 
						

							Voice Announcement Unit Problems
After correcting a voice announcement unit problem, bring the unit back into
service as follows:
1 From the System Status screen, press [F2] (labeled “Select Anncs” ).
2 Press [F1] (labeled “Select Annc”).
3 Enter the number of the announcement unit; then press [F8] (labeled
“Enter Data”).
4 Press [F3] (labeled “Change Condtn” ) once to change the announcement
unit condition from 
BROKN to REMVD.
5 Press [F3] again to change the condition to AVAIL .
CMS immediately attempts to test the unit.
9-22 Voice Announcement Unit Problems 
						

							(PDC = YYYY) Not Responding. Check
Unit 
(where N represents the announcement unit number, XXXXXXX is
the Announcement ID, and YYYY is the announcement unit’s PDC).
Status Indicator: ANNC
Effect on Call Management: The voice announcement unit has failed the
startup/back-in-service test. Until the problem is corrected, CMS cannot
connect calls to the designated announcement unit. The Announcement Unit
Status field on the System Status screen is updated to 
BRKN and the Annc
Condtn field on the Select Announcement and Assign Announcement screens
is updated to BROKN.
Possible CauseCorrective Action
The voice
announcement unit is
not receiving power.Make sure the voice announcement
unit is plugged in and turned on.
Using the Assign Announcement
screen, bring the unit back into
service.
There is a loose cable
connection between
the voice
announcement unit
and the System 25 wall
jack.Make sure the modular cable is
plugged into the voice announcement
unit and the System 25 wall jack.
Using the Assign Announcement
screen, bring the unit back into
service.
There is no message
recorded on the voice
announcement unit.
Record a message. Using the Assign
Announcement screen, bring the unit
back into service.
System 25 and CMS
administration do not
match for the
announcement unit.Have the System 25 Administrator
check System 25 administration for the
PDC and port numbers associated with
the announcement unit. The System
25 Administrator should also check the
System 25 administration of the DSS
button representing the announcement
unit on PC jack CU1.. Using the
Assign Announcement screen, bring
the unit back into service.
Voice Announcement Unit Problems9-23 
						

							
(N represents the announcement unit number and XXXXXXX is the
Announcement ID.)
Status Indicator: ANNC
Effect on Call Management: Until the problem is corrected, CMS cannot
connect calls to the designated announcement unit. The Announcement
Unit Status field on the System Status screen is updated to BRKN and the
Annc Condtn field on the Select Announcement and Assign Announcement
screens are updated to 
BROKN.
Possible Cause
The delay message is
longer than the
number of seconds
specified in the
Maximum Message
Length field on the
Assign Announcement
screen.
The announcement
unit is in Continuous
Play mode.
Corrective Action
Listen to and time the delay message.
Enter the correct number of seconds in
the Maximum Message Length field on
the Assign Announcement screen.
Bring the unit back into service.
Turn off the Continuous Play switch.
Using the Assign Announcement
screen, bring the unit back into
service.
9-24 Voice Announcement Unit Problems