Lucent Technologies Octel 100 Implementation And Service Manual

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Installation Test Plan24-3
4.  Activ ate the Debug Mode parameter on the Voice System tab in System Setup.
To troubleshoot certain integration problems you may uncov er, you will need to consult
the Configuration Note for the switch and possibly the switch documentation.
Part 1—Integration, Greeting, and Messaging Testing
Test Voice Mail PortsThis section tests the ports to verify that they are initialized
properly.
Test Port Initialization
Test: Expected Outcome:
1.  Verify the correct status message for each
port displayed in the Channel Status
window.The Channel Status window should display one of the
following messages for each channel:
· For SMDI integration – W aiting for Data
·  For Inband integration – W aiting for Ring
·  For DID integration – W aiting for DID
If this test fails, see the appropriate integration section
of the System Troubleshooting Table for possible
resolutions.
Test Voice Mail Extensions
Test: Expected Outcome:
1.  From any station set, dial each extension
number connected to a port.Each should port go off hook as it is dialed. The
Channel Status window should display the following
status for each port as it goes off hook:
·  For SMDI integration – Querying Integration
Server
·  For Inband integration – Answering
·  For DID integration – Answering
If this test fails, see the appropriate integration section
of the System Troubleshooting Table for possible
resolutions. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Installation Test Plan24-4
Pilot Number (Hunt Group)This section tests the pilot number to verify the ports
answer as expected when the pilot number is dialed.
Serial Integrations (SMDI, Voicebridge,
DMID)
Test: Expected Outcome:
1.  Call into the messaging system using the
internal pilot number.
2.  Note the hunt group method, linear or
circular (rotary), used. Test all messaging
system ports to verify that ports answer
calls in order.
3.  For a linear hunt group, test channel 1 then
disable it; test channel 2 then disable it; and
so on until all ports are verified. W hen you
are finished, enable all the ports.
4.  Repeat the steps using the external pilot
number.The ports should answer as expected and the Channel
Status window should display the status Querying
Integration Server for the port.
If this test fails, see the Serial Integration (SMDI) does
not work section of the System Troubleshooting Table
for possible resolutions.
Inband/DID Integrations
Test: Expected Outcome:
1.  Call into the messaging system using the
internal pilot number.
2.  Note which hunt group method, linear or
circular (rotary), is used. Test all the ports
on the messaging system to verify each port
answers calls in order.
3.  For a linear hunt group, test channel 1 then
disable it, test channel 2 then disable it, and
so on until all ports are verified. W hen you
are finished, enable all ports.
4.  Repeat the steps using the external pilot
number.Verify that the ports answer as expected and the
Channel Status window displays the status Answering
for the port.
If this test fails, see the “Integration does not work”
section of the System Troubleshooting Table for
possible resolutions. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Installation Test Plan24-5
Call Analysis (Supervised)This section tests call analysis/supervised transfers to verify
the messaging system correctly recognizes ring-no-answer
and busy conditions.
Ring-No-Answer
Test: Expected Outcome:
1.  Turn off the station forwarding features on a
phone set used for testing.
2.  In a test mailbox, set the No Answer/Call
Blocking feature to Default on the
Subscriber Settings dialog box.
3.  In the same test mailbox, set the Max Rings
on the Class of Service dialog box to 3 or
greater.
4.  Call into the messaging system and dial the
mailbox number. Do not answer the phone.The system should voice,
 “That extension does not
answer.”
The Channel Status window should display the status
Ring/No Answer for the port.
If this test fails, see the Call analysis does not work
section of the System Troubleshooting Table for
possible resolutions.
Busy
Test: Expected Outcome:
1.  Turn off the station forwarding features on a
phone set used for testing.
2.  In a test mailbox, set the Busy feature to
Default on the Subscriber Settings dialog
box.
3.  In the same test mailbox, set the Max Rings
on the Class of Service dialog box to 3 or
greater.
4.  Make the extension associated with the test
mailbox busy.
5.  Call into the messaging system and dial the
mailbox number.Verify the system voices, 
“That extension is busy.”
Verify the Channel Status window displays the status
Extension Busy for the port.
If this test fails, see the ”Call analysis does not work”
section of the System Troubleshooting Table for
possible resolutions.
Connect
Test: Expected Outcome:
1.  Call into the messaging system and dial a
mailbox number. Answer the extension
when it rings.The Channel Status window should display the status
Connected for the port.
If this test fails, see the Call analysis does not work
section of the System Troubleshooting Table for
possible resolutions. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Installation Test Plan24-6
Integrated/Serial SMDI (Unsupervised)This section tests serial integration to verify the messaging
system correctly recognizes ring-no-answer and busy
conditions.
Blind Transfer
Test: Expected Outcome:
1.  For a test mailbox, set the Max Rings field
in the Class of Service dialog box to 0.
2.  Call the messaging systems pilot number.
3.  If the messaging system is set up for
automatic station login, press  to go to
the Attendant menu.
4.  At the Attendant menu prompt, dial the
mailbox number.The Channel Status window should display the
following messages:
·  Transfer 
· Dialing 
·  W aiting for Ring (or Data, or DID, depending
on integration)
Note that ,if station set forwarding is on, the call will be
returned to the messaging system in a busy or no
answer situation.
If this test fails, see the Serial Integration (SMDI) does
not work section of the System Troubleshooting Table
for possible resolutions.
Ring-No-Answer
Test: Expected Outcome:
1.  Set the phone to forward to the messaging
system in ring and no-answer conditions.
2.  In a test mailbox, set the No Answer/Call
Blocking feature to Default on the
Subscriber Settings dialog box.
3.  For the same mailbox, set the Maximum
Rings on the Class of Service dialog box
to 0.
4.  Call into the messaging system and dial the
mailbox number.
5.  Do not answer the extension.The system should voice,
 “That extension does not
answer.”
The Channel Status window should display the status
Ring/No Answer for the port.
If this test fails, see the Serial Integration (SMDI) does
not work section of the System Troubleshooting Table
for possible resolutions. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Installation Test Plan24-7
Busy
Test: Expected Outcome:
1.  Set the phone to forward to the messaging
system in ring-no-answer conditions.
2.  In a test mailbox, set the Busy feature to
Default on the Subscriber Settings dialog
box.
3.  For the same mailbox, set the Maximum
Rings on the Class of Service dialog box
to 0.
4.  Make the extension associated with the test
mailbox busy.
5.  Call into the messaging system and dial the
mailbox number.The system should voice, 
“That extension is busy.”
The Channel Status window should display the status
Extension Busy for the port.
If this test fails, see the Serial Integration (SMDI) does
not work section of the System Troubleshooting Table
for possible resolutions.
Automatic station Login (Direct Dial)
Test: Expected Outcome:
1.  From an integrated set, dial the messaging
systems pilot number.The system should voice the mailbox owner’s name
prompt or default mailbox number prompt followed by,
“Please enter your password.”
Note that this feature is switch-dependent.
If this test fails, see the Serial Integration (SMDI) does
not work section of the System Troubleshooting Table
for possible resolutions.
Message IndicatorsThis section tests the message indicator feature to verify
that Message Indicators turn on to signal new messages,
then off, as expected. Be sure to note the method the phone
set uses to indicate messages.
Turn Message Indicator On
Test: Expected Outcome:
1.  Clear all messages from a test mailbox by
logging in over the phone and deleting the
messages. Exit the mailbox by pressing
 until you hear, 
“Thank you. Good-bye.”
2.  Close the Mailbox status screen so the
debug information displays.
3.  From a phone other than the one for which
you want to test the message indicator, call
into the messaging system and leave a
message for the test mailbox.The message indicator for the phone set associated
with the mailbox should turn on.
Debug should display the following lines:
AP2:MWL EVENT
MWL ON
TONEOUT 
AP2:TERMINATED
If this test fails, see the Message Indicators do not
work section of the System Troubleshooting Table for
possible resolutions. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Installation Test Plan24-8
Turn Message Indicator Off
Test: Expected Outcome:
1.  Call into the messaging system and log into
a test mailbox with the message indicator
on and select to listen to new messages.
Save or delete the message.
2.  Exit the mailbox by pressing  until you
hear, 
“Thank you. Good-bye.”
The message indicator for the phone set associated
with the mailbox should turn off when you exit the
mailbox.
Debug should display the following lines:
AP2:MWL EVENT
MWL OFF
TONEOUT 
AP2:TERMINATED
If this test fails, see the Message Indicators do not
work section of the System Troubleshooting Table for
possible resolutions.
Hang-Up DetectionThis section tests the messaging system’s ability to
recognize the hang-up signal from the switch.
Test: Expected Outcome:
1.  From an internal line, call into the
messaging system.
2.  Hang up at the greeting.
3.  Repeat the test using an external line.In the Channel Status window, the port should
disconnect in less than three seconds and display one
of the following status messages:
·  For SMDI integration – W aiting for Data
·  For Inband integration – W aiting for Ring
·  For DID integration – W aiting for DID
If this test fails, see the Disconnects are not
recognized properly section of the System
Troubleshooting Table for possible resolutions.
GreetingsThis section tests the greetings to verify that the messaging
system voices the appropriate greetings at various times.
Note that the Time/Greeting parameters in System Setup
and Business Hours settings under the Attendant menu
determine when greetings are voiced. To efficiently test the
system greetings, change the time on the computer running
the system to morning, afternoon, evening, and after hours,
as needed.
If these tests fail, see the Greetings do not voice properly
section of the System Troubleshooting Table for possible
resolutions.
Morning Greeting
Test: Expected Outcome:
1.  From an external line, dial into the
messaging system during morning hours.The system should voice the morning greeting. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Installation Test Plan24-9
Afternoon Greeting
Test: Expected Outcome:
1.  From an external line, dial into the
messaging system during afternoon hours.The system should voice the afternoon greeting.
Evening Greeting
Test: Expected Outcome:
1.  From an external line, dial into the
messaging system during evening hours.The system should voice the evening greeting.
Closed Greeting
Test: Expected Outcome:
1.  From an external line, dial into the
messaging system during hours the office is
closed.The system should voice the after hours greeting.
Attendant Menu Prompt
Test: Expected Outcome:
1.  From a non-integrated station set, dial into
the messaging system. The Attendant Menu
prompt voices after the system greeting
prompt.
2.  Test each option voiced in the Attendant
Menu prompt.Each option voiced by the Attendant Menu prompt
should route the call as expected.
Note that this prompt does not play during days
specified as holidays or after office hours.
Holiday Greetings
Test: Expected Outcome:
1.  From a non-integrated station set, dial into
the messaging system during a holiday
date.The holiday greeting should voice. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Installation Test Plan24-10
MessagingThis section tests the messaging feature to verify that
messages can be sent and reviewed as expected.
See the Special Features Testing section in this table to
test the destinations for messages sent using the Auto
Forwarding, OctelNet/AMIS, Follow-Me-Forward, and
V-Tree features.
Send Messages
Test: Expected Outcome:
1.  Verify that test mailboxes have Send
Message enabled on the Class of Service
dialog box.
2.  Log into a test mailbox and send messages
to other mailboxes.
3.  From an outside line, call into the
messaging system and leave a message for
a test mailbox.View the Mailbox Status screen to verify the messages
are sent to the expected m ailboxes.
Receive Messages
Test: Expected Outcome:
1.  Verify that a test mailbox has Receive
Message enabled on the Class of Service
dialog box.
2.  Log into a test mailbox that contains
messages and review them.The messages from both internal and external callers
can be reviewed as expected.
Distribution ListsThis section tests the Distribution List features to verify that
messages are received in all mailboxes included in
distribution lists.
Personal Distribution Lists
Test: Expected Outcome:
1.  Using the distribution list feature in a test
mailbox, create a distribution list.
2.  Send messages to the distribution list.All the mailboxes included in the list should receive the
messages.
If this test fails, see the Distribution lists do not work
section of the System Troubleshooting Table for
possible resolutions. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Installation Test Plan24-11
Company-Wide and Division-Wide (Global)
Distribution Lists
Test: Expected Outcome:
1.  For several test mailboxes, enter matching
company and division names on the
Mailbox Entry dialog box.
2.  Log into one of these mailboxes and send
messages to company-wide and division-
wide distribution lists (98 and 99).All the mailboxes with the same company and/or
division as the sending mailbox should receive the
messages.
If this test fails, see the Distribution lists do not work
section of the System Troubleshooting Table for
possible resolutions.
Group Distribution Lists
Test: Expected Outcome:
1.  Using the supervisor menu functions over
the phone interface, create a system
distribution list.
2.  Log into a mailbox and send messages to
the system distribution list.All the mailboxes included in the lists should receive
the messages.
If this test fails, see the Distribution lists do not work
section of the System Troubleshooting Table for
possible resolutions. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Installation Test Plan24-12
Part 2—Special Feature Testing
Greeting by PortThis section tests the greeting by port feature to verify that
the messaging system answers calls to different ports with
the appropriate greetings.
Test: Expected Outcome:
1.  From an external line, dial the phone
number for each port set up for greeting by
port.Each call should be answered with the expected
greeting.
If this test fails, see the Greeting by port does not
work” section of the System Troubleshooting Table for
possible resolutions.
Call QueuingThis section tests the Call Queuing feature to verify that the
appropriate prompts are voiced to callers waiting on hold in
a call queue.
Test: Expected Outcome:
1.  Make an extension busy.
2.  From an external line, call into the
messaging system and dial the busy
extension.
3.  Listen to the prompts voiced for the first
call position, then remain on the line.
4.  Using a second line, call into the
messaging system and dial the busy
mailbox.
5.  Listen to the prompts voiced for the second
call position.The prompts specified on the Call Queuing tab in
System Setup should be voiced for the first and second
call queue positions, as appropriate.
Custom Call Queuing prompts should be voiced, if
they are recorded.
If this test fails, see the Call Queuing does not work
section of the System Troubleshooting Table for
possible resolutions.
Call ScreeningThis section tests the Call Screening feature to verify that
subscribers can accept, reject, and reroute callers.
Call Screening Accept
Test: Expected Outcome:
1.  In a test mailbox, activate the Call
Screening feature. Call the messaging
system and dial the mailbox number.
2.  Answer the mailbox’s extension when it
rings and press  at the call-screening
prompt to accept the call.The system should voice to the caller, 
“Please speak
your name at the tone, so I may say who is calling.”
The caller should be transferred and connected to the
extension.
If this test fails, see the Call Screening does not work
section of the System Troubleshooting Table for
possible resolutions.