Lucent Technologies Octel 100 Implementation And Service Manual

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-23
Call Handling does not work
Resolution Possibilities:
·  Verify that the correct call condition is being satisfied for the
Call Handling option selected: busy, no-answer, busy or no-
answer, or all calls.
·  Verify that the mailbox has Call Handling enabled on the Class
of Service dialog box.
·  Verify that the subscriber enabled the Call Handling option over
the phone or the system manager enabled it on the Subscriber
Settings dialog box.
·  Note that if call paging is active for the mailbox, the subscriber
is paged on a no answer condition before the Call Handling
options are available.
·  For more information on the conditions that affect Call
Handling, see the topic, Prompts Voiced Under Specific Call
Handling Conditions, later in this chapter.
Call Queuing does not work
Resolution Possibilities:
·  Verify that the phone system switch is configured for supervised
transfers.
·  Verify that the PBX does not forward calls back to the
messaging system on a busy condition.
System Setup parameters:
·  Verify that the correct code is entered for the Release Code on
Busy parameter on the Call Transfer tab.
Class of Service dialog box:
·  Verify that the Call Queuing checkbox is enabled.
·  Verify that the Max Rings parameter is set to 3 or greater.
Subscriber Settings dialog box:
·  Verify that the Call Queuing checkbox is enabled under Special
Features.
Call Screening does not work
Resolution Possibilities:
·  Disconnect a line from the messaging system and attach a
single-line phone. Attempt to use Call Screening manually to
verify that the switch supports Call Screening.
·  Verify that call analysis recognizes no answer and busy
conditions properly. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-24
Class of Service dialog box:
·  Verify that the appropriate Call Screening Busy, No Answer,
Transfer, and Reject codes are entered on the Call Screening
tab.
Class of Service dialog box:
·  Verify that Maximum Rings is set to 3 or greater.
·  Verify that the Call Screening checkbox is enabled.
Subscriber Settings dialog box:
·  Verify that Call Screening under Special Features is enabled.
Callers hear, “There is a line
problem. Please try again
later,” when they access a
mailbox
Resolution Possibilities:
·  This prompt indicates a possible file problem. Use the following
procedure:
1.  Exit the messaging system by selecting Exit from the File
menu.
2.  View the PLUS.LOG file for any errors indicating power
failures. For more information on viewing the log file, see
the topic, Viewing the PLUS.LOG File, later in this
chapter.
3.  Run Quick Assist using the Verify Recovery Mode and the
Delete Unattached Messages Recovery Option.
4.  If Quick Assist does not report any errors, restart the
messaging system. If Quick Assist does report errors, it
instructs you as to which recovery options to run. Note
that if Quick Assist recommends using the Update All
option, contact a technical support representative for
assistance.
5.  Reboot the PC and restart the messaging system. If the
problem persists, contact a technical support
representative for information. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-25
Cannot access system fields,
buttons, checkboxes, or
menus on-screen
Resolution Possibilities:
·  Verify that you are logged in at the appropriate security level to
access the feature associated with the fields.
·  Verify that the sentinel permits the features associated with the
fields you want to access. For information on verifying the
features enabled on a sentinel, see the topic, Displaying
Features Enabled on the Sentinel, later in this chapter.
·  Verify that the field you want to access is available. If the field is
dimmed, it cannot be accessed.
·  Log out of supervisor access, then log back in.
·  Use the mouse to place the cursor in a field, button, or
checkbox, then click the left mouse button to select the option.
·  Use  and  to move the cursor through the
options.
·  Note that you can only select one item from a set of radio
buttons. However, in a set of checkboxes, you can select any
number (including all or none) of the options.
·  To select menus, use the mouse or , , or the
right or left arrow keys to move the highlighted bar. Click or
press  to select a highlighted menu.
·  To select menu options, hold down  and type the first
highlighted character of the menu name.
Daylight Savings Time does
not set correctly
Resolution Possibilities:
·  Determine whether another application on the PC has a
Daylight Savings Time feature that may conflict with the
messaging system’s.
System Setup parameters:
·  If the time changes by two hours, disable the Automatic System
Clock Reset for Daylight Savings Time parameter on the
General tab.
·  If the time did not change, enable the Automatic System Clock
Reset for Daylight Savings Time parameter on the General tab.
·  Verify that the PC clock is set to the correct date and time. Note
that there is no timing mechanism in the messaging system. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-26
Disconnects are not
recognized properly
Resolution Possibilities:
·  See the Configuration note for the switch to determine the type
of disconnect supervision the PBX provides. For information on
verifying a switch’s disconnect signal, see the topic,
Determining a Switch’s Disconnect Signal, later in this
chapter.
For Dial Tone detection
·  Verify that the value entered for DTONDET on the Hangup tab
of System Setup is not set too low. If it is, the messaging
system disconnects prematurely. This parameter is set by the
Integrator utility.
·  If the switch does not return dial tone, set this value to 0 to
disable it. If the switch does not use dial tone for disconnect
detection, and you want to keep DTONDET enabled but
inactive, set it to 1200 (12 seconds).
For Hangup String detection
·  Verify that the correct string is entered in the HANGUPSTR
parameter on the Hangup tab of System Setup. It should be
blank if the switch does not use a hangup string.
·  Verify that the HANGUPDLY parameter on the Hangup tab is
correct for the switch. To calculate this value:
1.  Multiply the number of digits in the switch’s hangup string
by 40 milliseconds.
2.  Multiply the number of pauses between digits in the string
by 20 milliseconds.
3.  Add the results from steps 1 and 2 to determine the
minimum amount of delay that should be entered in this
field.
4.  If the messaging system still does not recognize the
hangup string, keep increasing this value by 20
milliseconds until it does.
For Drop in Loop Current Detection
·  If the ports do not disconnect, set LCDTIME on the Hangup tab
in System Setup to 6 and restart the messaging system.
·  If ports drop the call, immediately go back off-hook and
increase the value of LCDTIME on the Hangup tab in System
Setup. If you have an AT&T Legend with the new 012 card, set
this parameter to 75. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-27
For systems using blind transfers
·  Use the following procedure to improve hangup detection for
systems using blind transfers:
a. 
1.  If the messaging system is running, select Exit from the File
menu to shut it down.
2.  To open Call Analysis, double-click the Call Analysis icon in
the program Folder. The Call Analysis for OS/2 dialog box
displays.
3.  If Call Analysis was run previously, clear the previous Call
Analysis results by clicking on Clear CA.
4.  When prompted, click OK to delete the tone table. The Call
analysis for OS/2 dialog box displays.
5.  Click Set Defaults. The Call Analysis Default Parameters
dialog box displays.
6.  Select Load Default Tone Table. Make sure Enable Fastbusy
Testing, Enable Dialtone Selection, and Load Tone Tables
are selected.
7.  To close the dialog box, click OK. The Call Analysis for OS/2
dialog box displays.
8.  Click Continue. The Call Analysis dialog box displays.
9.  To close Call Analysis, click Exit.
10. Shut down OS/2 and reboot the PC.
Distribution lists do not work
Group distribution lists do not
workResolution Possibilities:
·  Verify that Global Distribution List checkbox on the Class of
Service dialog box is enabled. The distribution lists feature
provides access to lists 11 through 20, which can be created by
the mailbox owner for that individual mailbox.
·  Verify that a distribution list is created.
Global distribution lists do not
workResolution Possibilities:
·  Verify that Global Distribution List checkbox on the Class of
Service dialog box is enabled. This feature provides access to
system distribution lists 26 through 35, which can be created by
a system manager, and company-wide and division-wide lists
(98 and 99), which are automatically created by the system.
· Note that system distribution lists (26 – 35) can only be created
using the supervisor’s main menu available through the phone
interface.
·  Note that there must be more than one mailbox with entries in
the Company and Division fields on the Mailbox Entry dialog
box to create company-wide and division-wide distribution lists
(98 and 99).
·  Verify that a system distribution list is created. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-28
DTMFs are not recognized
properly
Resolution Possibilities:
System Setup parameters:
·  Verify that the PLAYDTMF parameter on the Voice System tab
is set to the default.
·  If the system experiences talkoff (when a recording session is
interrupted by the system voicing prompts), increase the
RECDTMF parameter setting on the Voice System tab.
·  Verify that the TONEDLY parameter on the Call Transfer tab is
set high enough for the system to distinguish the time between
DTMFs. If this parameter is set to 8 and DTMFs still are not
recognized, contact a technical support representative.
·  Verify that the TONELEN parameter on the Call Transfer tab is
high enough so the system can distinguish DTMFs. If this
parameter is set to 8 and DTMFs still are not recognized,
contact a technical support representative.
Fax Features do not work
Fax AutoPrint does not workResolution Possibilities:
·  Verify that the wiring to the fax card is set up correctly for the
wiring method used (transfer or non-transfer).
·  Verify that the fax was not deleted. If a fax scheduled for
printing is deleted before it is printed, the messaging system
still attempts to print it. When the fax is not found, the system
logs an error.
·  Verify that Configure utility has been set up properly for
Brooktrout fax boards. If you use this utility, you must shut
down and restart the messaging system for the changes to take
effect. Do not use the Restart option under the Options menu.
Subscriber Settings dialog box:
·  Verify that AutoPrint is enabled under Fax Options.
Class of Service dialog box:
·  Verify that the Send Faxes and Receive Faxes checkboxes are
enabled.
System Setup parameters:
·  Verify that the parameters on the Fax tab are configured
properly.
·  Verify that the parameters on the Fax Extensions tab are
configured properly. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-29
Fax Retrieval does not workResolution Possibilities:
·  Verify that the wiring to the fax card is set up correctly for the
wiring method used (transfer or non-transfer).
·  Verify that faxes have been loaded onto the messaging system
and are ready to be sent.
·  Verify that a V-Tree has been created, includes the fax option,
and is activated.
·  Verify that Configure utility has been set up properly for
Brooktrout fax boards. If you use this utility, you must shut
down and restart the messaging system for the changes to take
effect. Do not use the Restart option under the Options menu.
· 
Class of Service dialog box:
·  Verify that the Send Faxes and Receive Faxes checkboxes are
enabled.
·  Verify that Fax V-Trees checkbox is enabled.
System Setup parameters:
·  Verify that the entries on the Fax Extensions tab in System
Setup are configured properly if using the transfer method.
·  Verify that at least one outbound port is enabled for Fax on the
Port Parameters tab in System Setup.
Folders do not work
Resolution Possibilities:
·  Verify that the Folders checkbox is enabled on the Class of
Service dialog box.
· Verify that folders are created in the subscriber’s mailbox and
that label names are recorded.
·  Verify that messages are being saved to the proper folder.
Class of Service dialog box:
·  Verify that the Save Messages checkbox is enabled.
·  Verify that the Days to Save messages has not been exceeded. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-30
Follow-Me-Forward does not
work
Resolution Possibilities:
·  Verify that other messages sent via OctelNet are sent and
received as expected.
·  Note that the destination must be predefined as an administered
AMIS or OctelNet node.
·  Verify that the sentinel allows analog networking. For
information on verifying the features enabled on a sentinel, see
the topic, Displaying Features Enabled on the Sentinel, later in
this chapter.
·  Verify that the auto forwarding feature is not active on the Auto
Forwarding dialog box accessible from the Mailbox Entry dialog
box.
System Setup parameters:
·  Verify that the messaging system is configured with networking
parameters on the Networking tab.
·  Verify that Dial Plan is properly configured and that the Use Dial
Plan parameter on the Outbound Dialing tab is enabled. Dial
Plan ensures that network node destinations are dialed
properly.
·  Verify that at least one port on the Port Parameters tab is
enabled for outbound analog network events.
Class of Service dialog box:
·  Verify that the Follow-Me-Forward checkbox is enabled and a
Networking Option is selected.
·  Verify that an option other than Not Allowed is enabled under
Highest Outgoing Dispatch.
·  Verify that at least one Network Options checkbox is enabled.
·  Verify that an option other than Not Allowed is enabled under
Delivery Options.
Greeting by port does not work
Resolution Possibilities:
·  Verify that the appropriate trunks are routed to the correct ports.
This allows the system to voice the correct greetings when the
phone number is called.
·  Verify that the port is active for greeting by port on the Greeting
by Port dialog box.
·  Verify that the correct mailboxes are assigned on the Greeting
by Port dialog box and that the Personal Greetings for the
mailboxes are recorded with an appropriate greeting.
Mailbox Entry dialog box:
·  Verify that the correct company and division information is 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-31
entered on the Mailbox Entry dialog box. Note that these fields
are case-sensitive.
·  Verify that the correct Call Handling option is selected for the
mailboxes handling calls for ports active for greeting by port.
Greetings do not voice
properly
Holiday Greetings do not voiceResolution Possibilities:
·  Verify that the date in question is specified as a holiday on the
Holiday dialog box and that a prompt for the holiday has been
recorded and specified on the dialog box, which is accessible
from the Attendant menu, Holidays option.
·  Note that Holiday greetings do not voice if greeting by port is
configured.
·  Verify that the PC clock is set to the correct date and time.
·  If a holiday greeting voices on a non-holiday date, access the
Holiday dialog box and check to see if the Retain field is
selected for the date in question. If so, this date was specified
as a holiday in a previous year and retained for use in the
current year.
Multilingual greetings do not
voiceResolution Possibilities:
·  Verify that the sentinel supports the multiple languages. For
information on verifying the features enabled on a sentinel, see
the topic, Displaying Features Enabled on the Sentinel, later in
this chapter.
·  Verify that the primary and secondary languages are defined on
the Language Selection dialog box, which is accessible from the
Options menu, Language Selection option.
·  Verify that a Language Select prompt is recorded and specified
on the System Prompts dialog box, which is accessible from the
Attendant menu, System Prompts option.
·  Listen to the Attendant Menu prompts and the Message
Notification prompts using SOLVE, or over the supervisor’s
menu phone interface to verify that they are correct.
·  Note that Holiday greetings can only be voiced in one language.
·  Verify that the Attendant Menu and Message Notification
prompts are recorded in each language being used. Specify the
appropriate prompt numbers on the System Prompts dialog box
for each language listed in the Language Select prompt.
·  Verify that the correct language is specified in the Language
field on the Class of Service dialog box. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-32
Integration does not work
Resolution Possibilities:
·  Attach a digit grabber to a line and verify that the switch is
sending the appropriate inband signaling digits.
System Setup parameters:
·  Verify that the following Inband Parameters:
-  The Total Number of Inband Signaling Digits
(DIDCOUNT) is set equal to or higher than the total
number of digits in the inband signaling string.
-  If the switch requires a [
 or # to signify the end of an
inband code, verify that it is entered in the DID
Terminating Character (DIDTERM) parameter.
-  No spacer characters are entered in the DID Terminating
Character (DIDTERM) parameter.
-  Seconds to W ait for DID (DIDTIME) is set to 5.
·  If the beginning of the inband signaling string is missing, verify
that the Offhook Delay parameter is set to 25. If not, change it
to 25, then shut down and restart the messaging system.
·  If the end of the inband signaling string is missing, increase the
value for the Total number of DID digits parameter on the
Inband tab.
·  If changing the Total number of DID digits parameter on the
Inband tab in System Setup did not work, increase the Number
of Milliseconds to W ait parameter on the Inband tab by 500
units.
Intercom paging does not work
Resolution Possibilities:
·  Note that a paging system (external or extension) must be
available on the switch for the intercom paging feature to be
used.
·  Note that there must be at least two ports available on the
system to complete a page cycle.
·  Note that paging works on systems using supervised transfers
or a switch that uses a unique code for busy and no-answer.
·  If there is a problem with intercom redirect, verify that the
sentinel allows intercom redirect feature. For information on
verifying the features enabled on a sentinel, see the topic,
Displaying Features Enabled on the Sentinel, later in this
chapter.
·  Verify that call analysis recognizes ring-no-answer and busy
conditions accurately.