Lucent Technologies Octel 100 Implementation And Service Manual

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Installation Test Plan24-13
Call Screening Reject
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 reject the call.The system should voice to the caller, 
“Please speak
your name at the tone so I may say who is calling.”
The system should voice to the caller, “That extension
does not answer. To enter another number, press .
To leave a voice or fax mail message, press . If you
need assistance, press .”
If this test fails, see the Call Screening does not work
section of the System Troubleshooting Table for
possible resolutions.
Call Screening Reroute
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, press  at the Call Screening
prompt to transfer the call, then enter the
new destination mailbox number.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 connect to the new destination
mailbox.
If this test fails, see the Call Screening does not work
section of the System Troubleshooting Table for
possible resolutions.
Call HandlingThis section tests to verify that call-handling options are
voiced and work properly for subscriber mailboxes. For
more information on prompt voicing using Call Handling,
see the topic, Prom pts Voiced Under Specific Call
Handling Conditions.
Call Blocking
Test: Expected Outcome:
1.  In a test mailbox, set the No Answer/Call
Blocking feature to Default on the
Subscriber Settings dialog box.
2.  From a non-integrated station set, call into
the messaging system and dial the
mailbox number.The call should be transferred to voice mail and you
hear the personal greeting recorded for the mailbox.
If this test fails, see the Call Handling does not work
section of the System Troubleshooting Table for
possible resolutions. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Installation Test Plan24-14
No Answer
Test: Expected Outcome:
1.  In a test mailbox, set the No Answer/Call
Blocking feature to Default on the
Subscriber Settings dialog box.
2.  From a non-integrated station set, call into
the messaging system and dial the
extension associated with the mailbox.
3.  Do not answer the extension.The system should voice to the caller, 
“That extension
does not answer.”
If this test fails, see the Call Handling does not work
section of the System Troubleshooting Table for
possible resolutions.
If the system uses blind transfers, you may not hear
the prompt unless the phone system provides distinct
busy and no answer codes. These codes must be
entered in the Inband template information.
Busy
Test: Expected Outcome:
1.  In a test mailbox, set the Busy Call
Handling feature to Default.
2.  Make the extension associated with the
test mailbox busy.
3.  From a non-integrated station set, call into
the messaging system and dial the
extension associated with the mailbox.The system should voice to the caller, 
“That extension
is busy.”
If this test fails, see the Call Handling does not work
section of the System Troubleshooting Table for
possible resolutions.
If the messaging system is configured to use blind
transfers, you may not hear the prompt unless the
phone system is able to provide distinct busy and no
answer codes. These codes must be entered in the
Inband template information.
V-TreesThis section tests system V-Trees to verify that they are
accessible and that the options work appropriately.
Automated Attendant V-Tree
Test: Expected Outcome:
1.  From a non-integrated station set, call into
the messaging system and select the
keypress to access the V-Tree.Each option voiced by the V-Tree should be performed
as expected.
If this test fails, see the V-Trees do not work section
of the System Troubleshooting Table for possible
resolutions. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Installation Test Plan24-15
Integrated Station Set V-Tree
Test: Expected Outcome:
1. Set up a mailbox’s Call Handling for busy
and no answer for a V-Tree:
a.  From an integrated station set, dial the
pilot number of the messaging system
and dial the extension for the mailbox.
Do not answer the phone.
b.  Make the extension associated with the
test mailbox busy.
2.  From an integrated station set, dial the
pilot number of the messaging system and
dial the extension for the mailbox.Under both busy and no answer conditions, the call
should be transferred to the V-Tree and the options
should be perform as expected.
If this test fails, see the V-Trees do not work section
of the System Troubleshooting Table for possible
resolutions.
Supervised Transfers V-Tree
Test: Expected Outcome:
1.  Set up a mailbox’s Call Handling for busy
and no answer for a V-Tree:
a.  From an integrated station set, dial the
pilot number of the messaging system
and dial the extension for the mailbox.
Do not answer the phone.
b.   Make the extension associated with the
test mailbox busy.
2.  From an integrated station set, dial the pilot
number of the messaging system and dial
the extension for the mailbox.Verify that under both busy and no answer conditions,
the call is transferred to the V-Tree and that the
options perform as expected.
If this test fails, see the “V-Trees do not work section”
of the System Troubleshooting Table for possible
resolutions.
V-Tree Fax RetrievalThis section tests the V-Tree Fax Retrieval feature to verify
that faxes stored in the V-Tree can be retrieved.
Automated Attendant V-Tree
Test: Expected Outcome:
1.  From a non-integrated station set, call into
the messaging system and select the
keypress to access the V-Tree.Follow the V-Tree prompts that you created to access
Fax Retrieval.
You should receive the fax you requested.
If this test fails, see the Fax features do not work
section of the System Troubleshooting Table for
possible resolutions. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Installation Test Plan24-16
Message Notification (Outcall Notification)This section tests the Message Notification feature to verify
that message notifications are delivered as expected to
phone numbers or beepers.
Message Notification to a Phone
Test: Expected Outcome:
1.  In a test mailbox, set up the Message
Notification feature to call a phone number.
2.  Delete any messages from the test mailbox.
3.  From another extension, call the messaging
system during the day of week and time of
day window specified for Message
Notification and leave a message for the
test mailbox.The messaging system should call the specified phone
number, voice that there are messages, and request
the password. The message should be available for
review.
Debug should display the message TONEOUT
followed by the phone number.
Note that you must press  after you enter the
password.
If this test fails, see the Message Notification does not
work for a phone section of the System
Troubleshooting Table for possible resolutions.
Message Notification to a Beeper
Test: Expected Outcome:
1.  In a test mailbox, set up the Message
Notification feature to call a beeper number.
2.  Delete any messages from the test mailbox.
3.  From another extension, call the messaging
system during the day of week and time of
day window specified for Message
Notification and leave a message for the
test mailbox.The system should call the specified beeper number
and the beeper should display the specified phone
number.
Debug should display the message TONEOUT
followed by the pager phone number.
If this test fails, see the Message Notification does not
work for a beeper section of the System
Troubleshooting Table for possible resolutions.
Auto ForwardingThis section tests the Auto Forwarding feature to verify that
messages left in mailboxes configured for auto forwarding
are actually forwarded to the specified mailbox.
Test: Expected Outcome:
1.  In a test mailbox, set up the Auto
Forwarding feature.
2.  Call into the messaging system and leave a
message for the test mailbox.The message should be forwarded to the appropriate
mailbox according to the specified delay.
If this test fails, see the Auto forwarding does not
work section of the System Troubleshooting Table for
possible resolutions. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Installation Test Plan24-17
Network MessagingThis section tests network messaging to verify that
messages sent to and received from remote voice mail
systems are delivered as expected.
Note that the availability of AMIS and OctelNet features is
controlled by the sentinel.
Send
Test: Expected Outcome:
1.  Log into a subscriber mailbox. At the main
menu, choose to send a message. After
recording the message, choose one of the
following destinations:
· OctelNet node – Dial the node
number, followed by the mailbox
number.
·  Casual AMIS node – Press ,
dial the other voice mail system’s
access number, followed by , and
the mailbox number, followed by .
·  Administered AMIS node – Dial the
AMIS node number, followed by the
mailbox number.The messages should be received at the remote voice
mail systems.
If this test fails, see the OctelNet/AMIS messages are
returned to mailboxes section of the System
Troubleshooting Table for possible resolutions.
Receive
Test: Expected Outcome:
1.  Send messages from other voice mail
systems to mailboxes on the messaging
system.The messages should be received in the expected
mailboxes.
Follow-Me-Forward
Test: Expected Outcome:
1.  In a test mailbox, set up the
Follow-Me-Forward feature.
2.  Call into the messaging system and leave a
message for the test mailbox.The message should be forwarded based on the
dispatch options in the Class of Service.
If this test fails, see the OctelNet/AMIS messages are
returned to mailboxes section of the System
Troubleshooting Table for possible resolutions. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Installation Test Plan24-18
Language SelectionThis section tests the Language Selection feature to verify
that callers can select a preferred language.
Note that the availability of the Language Selection feature
is controlled by the sentinel.
Test: Expected Outcome:
1.  From a non-integrated station set, call the
messaging system.The expected language selection prompt should be
voiced.
The prompts should be voiced in the expected
language for each language option.
If this test fails, see the Greetings do not voice
properly section of the System Troubleshooting Table
for possible resolutions.
Intercom PagingThis section tests the Intercom Paging feature to verify that
callers can page the desired parties.
Note that you can only use this feature if the messaging
system uses supervised transfers or the switch provides a
unique code for busy and no-answer.
Test: Expected Outcome:
1.  In a test mailbox, set up the Intercom
Paging feature.
2.  Call into the messaging system and dial the
mailbox number.
3.  Do not answer the extension.
4.  After the no answer prompt voices, choose
to page the subscriber.The system should voice the page over the station set
or over the external paging system as expected.
The paged subscriber should be able to connect with
the caller who placed the page.
If this test fails, see the Intercom paging does not
work section of the System Troubleshooting Table for
possible resolutions. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-19
System Troubleshooting Table
If you encounter a problem with the messaging system, refer to this table for possible
resolutions before contacting a technical support representativ e. By following the
guidelines in this table, you may be able to solv e the problem independently or if not, at
least gather information the technical support representativ e can use to assist you more
effectively.
For easy reference, this troubleshooting table lists problem areas and their possible
resolutions alphabetically. Note that some problem areas are v ery broad, with subtopics
listed below the main heading. For example, if you encounter a problem where
subscribers cannot log into their mailboxes, look under 
Mailboxes are not functioning
properly
 to locate the subtopic Cannot log into a mailbox.
W hen you encounter a problem with the messaging system, be sure the Activ ate Digit
Grabber (DIGRAB) parameter on the Inband Page 1 tab and the Debug Mode parameter
on the Voice System tab are activ ated in System Setup. These parameters instruct the
system to log system activ ity and incoming digit strings to the system log files. This
information helps technical support representativ es solv e the problems you encounter.
Remember that when certain system errors occur during system operation, an error file
is created and displayed in an OS/2 editor window to prov ide information about the error.
The messaging system then shuts down and immediately restarts. W hen an error file
displays, immediately contact a technical support representativ e. A sample error file
appears below. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-20
Auto forwarding does not work
Resolution Possibilities:
Mailbox Entry dialog box:
·  Verify that the Follow-Me-Forward checkbox is 
not enabled on
the Subscriber Settings dialog box.
·  Verify that the Auto Forwarding checkbox is enabled on the
Auto Forwarding dialog box for the mailbox.
·  Verify that the Delay field on the Auto Forwarding dialog box is
set to the default (three minutes) or greater value. Allow enough
time for the caller to review and/or rerecord the message.
System Setup parameters:
·  Verify that at least one port is enabled for outbound calls on the
Port Parameters tab.
Auto time-date does not work
Resolution Possibilities:
·  Verify that the Class of Service assigned to the mailbox permits
the subscriber to activate the auto time-date feature over the
phone. This feature can also be activated by a system manager
on the Subscriber Settings dialog box.
·  Verify that the correct date and time are set on the PC clock.
Call analysis does not work
Resolution Possibilities:
·  Re-run the Call Analysis utility. Be sure to delete the existing
tone table when you run Call Analysis. For more information on
running the Call Analysis utility, see Chapter 9, “Defining Phone
System Signals.”
·  If you re-run Call Analysis and problems persist, contact a
technical support representative for information on using
Advanced Call Analysis. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-21
Callers are disconnected
Resolution Possibilities:
·  Verify that the method the switch uses for a disconnect. Verify
that the appropriate hang-up detection parameters are
configured. For information on verifying a switch’s disconnect
signal, see the topic, Determining a Switch’s Disconnect
Signal, later in this section.
·  Note under what conditions callers are being disconnected.
·  Verify that call analysis was run and that the messaging system
correctly interprets signals from the switch. If call analysis was
run and the messaging system still cannot correctly interpret
signals from the switch, contact a technical support
representative for information on using Advanced Call Analysis.
System Setup parameters:
·  Turn off all System Setup parameters that cause disconnects to
help determine if the problem is caused by the phone system or
the messaging system:
-  Set Minimum Message Length in Seconds on the
Message Timing tab to 0.
-  Make sure Maximum Silence on the Hangup tab is set to
at least the default, 2000.
-  Set DTONDET on the Hangup tab to 0 if your switch uses
the BellCore tone table.
·  Set HANGUPDLY on the Hangup tab to 0.
Callers cannot transfer
Resolution Possibilities:
·  See the Configuration Note for the switch for the proper transfer
and release codes. If you do not have the Configuration Note for
the switch, you can determine the switch code by replacing the
voice-mail port with a 2500 set—or the proprietary telephone
instrument if using a D/42D NS, D/42D SX, or D/42D SL
integration—and transferring a caller to an extension in a busy
state, then pulling the call back. Do the same for the no-answer
state.
·  Verify that call analysis was run and that the messaging system
correctly interprets signals from the switch. If call analysis was
run and the messaging system still cannot correctly interpret
signals from the switch, contact a technical support
representative for information on using Advanced Call Analysis. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-22
System Setup parameters:
·  Verify that the Custom Transfer Code on the Call Transfer tab is
entered correctly.
·  Verify that the Transfer Release Code for Busy on the Call
Transfer tab is entered correctly.
·  Verify that the Transfer Release Code for No Answer on the Call
Transfer tab is entered correctly.
·  Verify that the FLINTVL parameter on the Call Transfer tab
matches the hook flash time of the switch.
·  Verify that the TONEDLY parameter on the Call Transfer tab is
set high enough for the messaging system to distinguish the
time between DTMFs. If this parameter is set to 8 and callers
still cannot transfer, contact a technical support representative.
·  Verify that the TONELEN on the Call Transfer tab parameter is
high enough so the messaging system can distinguish DTMFs.
If this parameter is set to 8 and callers still cannot transfer,
contact a technical support representative.
Call Forwarding does not work
Resolution Possibilities:
·  Verify that the correct call condition is being satisfied for the call
forwarding option to work properly: busy, no answer, busy or no
answer, or all calls.
System Setup parameters:
·  Verify that the Maximum Number of Forwarded Extensions
parameter on the Subscriber tab is not being exceeded.
Class of Service dialog box:
·  Verify that the Call Handling checkbox is enabled.
Mailbox Entry dialog box:
·  Verify that call forwarding is activated for the mailbox by either
the subscriber over the phone or the system manager through
the Subscriber Settings dialog box.
·  Verify that a valid mailbox number is entered in the Forward
field on the Subscriber Settings dialog box.