Lucent Technologies Octel 100 Implementation And Service Manual

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-33
System Setup parameters:
·  Verify that an Intercom Paging Code is specified on the
Intercom Paging tab in System Setup.
·  Verify that the Release Code for Intercom Paging is specified on
the Intercom Paging tab.
Class of Service dialog box:
·  Verify that the Intercom Paging checkbox is enabled.
Subscriber Settings dialog box:
·  If intercom paging was activated by the subscriber over the
phone, verify that the system manager did not override the
setting on the Subscriber Settings dialog box.
·  Verify that No Answer/Call Blocking is set to Default.
Mailboxes are not functioning
properly
Cannot edit a mailboxResolution Possibilities:
·  Verify that you have logged in at the necessary level of security.
To access all functions except a few on the Options menu, enter
the Level 2 security password (default = 12345). To access all
functions, including all those on the Options menu, enter the
Level 3 security password (default = 67890).
·  Note that a guest mailbox cannot be edited, nor can a mailbox
that is in use.
·  Note that when using greeting by port, the supervisor mailbox
must have either the same company entry as the subscriber’s
mailbox or no company entry to edit the mailbox using the
supervisor main menu functions over the phone.
Cannot change class of serviceResolution Possibilities:
·  Verify that you have logged in at a Level 3 security level.
·  Note that a security Level 3 supervisor can change a class of
service for an individual mailbox by 1) selecting the View/Edit
push button on the Mailbox Entry dialog box, 2) adjusting (if
necessary) and applying a default class of service, or 3)
designing and applying a custom class of service. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-34
Cannot access mailbox featuresResolution Possibilities:
·  Verify that the feature in question is enabled on the Class of
Service dialog box.
·  Verify that the sentinel permits the feature. For information on
verifying the features enabled on a sentinel, see the topic,
Displaying Features Enabled on the Sentinel, later in this
section.
·  Verify that the feature in question is permitted in the class of
service assigned to the mailbox.
·  Verify that the feature is active in the Subscriber Settings dialog
box.
·  Note that a guest mailbox can only send and receive messages.
Cannot log into a mailboxResolution Possibilities:
· Dial the messaging system’s extension or phone number and
press  after the system greeting. Enter the mailbox number
and, when prompted, the mailbox’s password.
·  Do not log in using a speakerphone.
·  If the messaging system is on an integrated system using
automatic station login, verify that the Inband Signaling code is
correct.
·  Note that you must enter  after the password if the extended
security feature is active. Otherwise, the system pauses after
you finish entering the password before accessing the mailbox.
·  Attempt to log in again. You may have entered an invalid
password.
·  Verify that the password contains the minimum number of digits
specified in the Minimum Length of Password field on the
Subscriber tab in System Setup.
·  Note that a guest mailbox is deleted with its sponsor mailbox.
·  Note that the system manager can assign a new password
either through the Edit Mailbox dialog box or over the phone if
the subscriber cannot remember the password.
·  Run Quick Assist using the Update Partial option. For
information on running the Quick Assist utility, see Chapter 23,
“Maintaining the System.”
Cannot record mailbox promptsResolution Possibilities:
·  Verify that the class of service assigned to the mailbox permits
recording prompts.
·  Verify that the Maximum Time to Record Mailbox Prompts
parameter is not set to zero on the Message Timing tab in
System Setup. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-35
Mailbox is fullResolution Possibilities:
·  The value specified in the Max Messages field in the class of
service assigned to the mailbox has been reached. Delete
messages to allow for more recording time in the mailbox or
increase the limits.
·  Assign a new class of service to the mailbox.
·  Run Quick Assist using the Update Partial option. For
information on running the Quick Assist utility, see Chapter 23,
“Maintaining the System.”
Messages
Cannot edit a sent messageResolution Possibilities:
·  Verify that the Locate Messages Sent checkbox is enabled on
the Class of Service dialog box.
·  Note that a sent message cannot be edited if it does not reside
in the recipient’s new message queue.
·  Note that a message that is in the new message queue cannot
be edited if it has been reviewed or skipped.
·  Note that messages scheduled for dispatch over a network
(OctelNet and AMIS) cannot be edited.
Cannot save messagesResolution Possibilities:
·  Verify that the Save Messages checkbox is enabled on the
Class of Service dialog box.
·  Note that listen-only messages cannot be saved.
Messages include a clicking
noise at the endResolution Possibilities:
·  By setting the environment variable DIALTONETRIM to the
number of seconds the clicking is typically recorded, you can
prevent the clicking from being included in messages. To set
the DIALTONETRIM variable, type the following line at the end
of the CONFIG.SYS file on the PC:
SET DIALTONETRIM=#
where # is the number of seconds of clicking that is typically
heard. The DIALTONETRIM variable removes the last number
of seconds (specified as #) from the message when the
message is not terminated by a DTMF. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-36
Messages vanishing from
mailboxesResolution Possibilities:
·  Verify that the correct date and time are set on the PC clock.
Mailbox Entry dialog box:
·  Deactivate the Auto Forwarding feature if is active.
·  Note that the number of days to save messages can be set to
99, allowing saved messages to remain on the messaging
system indefinitely.
Class of Service dialog box:
·  Note that a message will be removed from the saved message
queue when its age is equal to the days to save saved
messages value in the Class of Service. The age is calculated
from the time a message was first received in a mailbox.
System Setup parameters:
·  W hen the number of days to save messages has expired,
messages are automatically deleted. To warn subscribers of
deleted messages, activate the Voice W arning W hen Messages
Expire parameter on the Subscriber tab.
Message confirmation does
not work
Resolution Possibilities:
·  Verify that the Message Confirmation checkbox is enabled on
the Class of Service dialog box.
·  Note that OctelNet confirmations are dispatched during the next
connection after the message is initially delivered. Therefore, if
no messages have been sent to that node since the original
message was sent, the confirmation has not had a chance to be
delivered to the sender.
·  Note that confirmations are only generated for messages
tagged for confirmation when they are sent.
·  Note that subscribers must check message confirmations
through the message locator feature.
·  Note that messages dispatched to remote sites using AMIS
cannot be sent with message confirmation activated. This
includes messages to mailboxes active for Follow-Me-Forward.
Message Indicators do not
work
Message Indicators do not work
for InbandResolution Possibilities:
·  Disconnect a voice-mail port and attach a 2500 set or the
proprietary telephone instrument if using a D/42D NS, D/42D
SX, or D/42D SL integration. Go off hook and manually test the
message indicator by entering the codes specified on the MI tab
in System Setup. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-37
System Setup parameters:
·  Verify that the Port Parameters tab has at least one port
enabled for outbound and that the same port is also enabled for
Message Indicators.
·  Verify that the Permit Message Indicators parameter on the MI
tab is enabled.
·  Verify that the MI prefix and suffix on and off codes are entered
in the fields on the MI tab. If using the Dialogic SX or SL
integration, see the appropriate Configuration Note for the
correct codes to enter in these fields.
·  Some PBXs require the messaging system to wait for a
confirmation tone to complete the message indicator event. For
these systems, enter a comma (,) at the end of the MI Suffix
OFF or ON code.
·  Verify that the value for DTONDET is greater than the value for
DTONWAIT, unless DTONDET is set to 0.
·  Verify that the values for DTONW AIT and DTONDET are at
least 400 units apart, unless DTONDET is set to 0.
Class of Service dialog box:
·  Verify that the Message Indicator checkbox is enabled.
Message Indicators do not work
for SMDIResolution Possibilities:
·  Place a breakout box on the line and verify that message
indicator information is being sent over the SMDI link.
System Setup parameters:
·  Verify that COMMW L is enabled on the SMDI tab.
·  Verify that the Port Parameters tab has at least one port
enabled for outbound and that the same port is also enabled for
Message Indicators.
·  Verify that the Permit Message Indicators parameter on the MI
tab is enabled.
·  Verify that the value for DTONDET is greater than the value for
DTONWAIT, unless DTONDET is set to 0.
·  Verify that the values for DTONW AIT and DTONDET are at
least 400 units apart, unless DTONDET is set to 0.
Class of Service dialog box:
·  Verify that the Message Indicator checkbox is enabled.
Message Indicators do not work
for CentrexResolution Possibilities:
·  Verify that the codes in the SMDI.PFX file in the \CVR directory
are correct. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-38
System Setup parameters:
·  Verify that the message indicator prefix is entered correctly on
the MI tab.
·  Verify that the Permit Message Indicators parameter on the MI
tab is enabled.
·  Verify that COMMMW L is enabled on the Simplified Message
Desk Interface tab.
·  Verify that the Port Parameters tab has at least one port
enabled for outbound and that the same port is also enabled for
Message Indicators.
·  Verify that the value for DTONDET is greater than the value for
DTONWAIT, unless DTONDET is set to 0.
·  Verify that the values for DTONW AIT and DTONDET are at
least 400 units apart, unless DTONDET is set to 0.
Class of Service dialog box:
·  Verify that the Message Indicator checkbox is enabled.
Message Indicators do not work
for DIDResolution Possibilities:
·  Unplug the port from the voice board and attach an analog
phone to the port. Verify that the message indicator can be lit.
System Setup parameters:
·  Verify that the Port Parameters tab has at least one port
enabled for outbound.
·  Verify that the MI tab allows Message Indicators and the correct
codes are entered in the fields.
Class of Service dialog box:
·  Verify that the Message Indicator checkbox is enabled.
Message Notification does not
work for a phone
Resolution Possibilities:
·  Attach a digit grabber to monitor a line. Verify that the
messaging system can access the line and connect to the
phone number.
· If Debug displays the error, “W ARNING 18 No Dial tone
Detected,” all outbound ports were busy when notification was
attempted. You may want to enable more outbound ports on the
messaging system.
System Setup parameters:
·  Verify that at least one port is enabled for Outbound and
Message Notification in the Port Parameters tab.
·  Verify that the values entered for DTONWAIT on the Message
Delivery tab and DTONDET on the Hangup tab are set at least
400 units apart, unless DTONDET is set to 0.
·  Verify that the value for DTONDET is greater than the value for 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-39
DTONWAIT, unless DTONDET is set to 0.
·  The value for DTONDET may be set too low. If it is, the
messaging system may hang up prematurely. Adjust this
parameter only if instructed to by a technical support
representative.
·  The value for SCHDW AIT on the Outbound Calls tab may be
set too low. If it is, the messaging system may not detect a dial
tone on an outbound line and must reschedule the event. Adjust
this parameter only if instructed to by a technical support
representative.
Subscriber Settings dialog box:
·  Verify that the Message Notification feature is enabled.
Message Notification dialog box:
·  Verify that the time blocks are configured
·  Verify that PHONE is entered in the Call Back field.
Class of Service dialog box:
·  Verify that the Message Notification checkbox is enabled.
·  Verify that the Local or Long Distance option under Delivery
Options is selected.
Message Notification does not
work for a beeper
Resolution Possibilities:
·  Attach a digit grabber to monitor a line. Verify that the
messaging system can access the line and connect to the
phone number.
· If Debug displays the error “W ARNING 18 No Dial tone
Detected,” all outbound ports were busy when notification was
attempted. You may want to enable more outbound ports on the
messaging system.
·  Some pager companies use three beep tones to indicate a
connect. If the messaging system does not recognize this
connect signal, configure notification with no call progress:
1.  Call the paging company and determine the number of
seconds after the digits are dialed and the call is
connected. W rite this number down for use in step 3.
2.  Remove all data from the call back field on the Mailbox
Entry/Message Notification dialog box.
3.  In the Phone # field, enter an N followed by a 1, if
required, followed by the area code and pager company’s
phone number. Insert a comma for every two seconds of
time it took to connect that you found in step 1, then enter
the call back number. For a company that took ten
seconds to connect, a phone number would look like:
 N+1+Area Code+Pager Company’s #+,,,,,+Callback #
4.  Verify the entire callback number displays on the pager. If
not, adjust the number of commas in the Phone # field. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-40
System Setup Parameters:
·  Verify that at least one port is enabled for Outbound and
Message Notification in the Port Parameters tab.
·  Verify that the values entered for DTONWAIT on the Message
Delivery tab and DTONDET on the Hangup tab are set at least
400 units apart, unless DTONDET is 0.
·  Verify that the value for DTONDET is greater than the value for
DTONWAIT, unless DTONDET is 0.
·  The value for DTONDET on the Hangup Detection tab may be
set too low. If it is, the messaging system may hang up
prematurely. Adjust this parameter only if instructed to by a
technical support representative.
·  The value for SCHDW AIT on the Outbound Calls tab may be
set too low. If it is, the messaging system may not detect dial
tone on an outbound line and must reschedule the event.
Subscriber Settings dialog box:
·  Verify that the Message Notification feature is enabled.
Message Notification dialog box:
·  Verify that the time blocks are configured.
·  Verify that the proper phone number for the subscriber to return
the call in the Call Back field.
· Verify that the Phone # field contains the pager company’s
phone number. If it is a long-distance call, verify that a 1
precedes the area code.
Class of Service dialog box:
·  Verify that the Message Notification checkbox is enabled.
·  Verify that the Long Distance option under Delivery Options is
selected.
NameNet information is not
voiced
Resolution Possibilities:
·  The system may not yet have retrieved the NameNet
information from the remote site.
·  Verify that the node exists on the messaging system.
System Setup parameters:
·  Increase the value for the Maximum Number of Idle Days for
Nam eNet Records param eter. Records that have exceeded this
value are automatically purged.
·  Increase the value for the Maximum Number of NameNet
Entries parameter on the NameNet tab. NameNet does not
retrieve information for new entries if the NameNet list is full. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-41
OctelNet/AMIS messages are
returned to mailboxes
Resolution Possibilities:
·  Verify that OctelNet is enabled on the sentinel. 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 access number on the Network Maintenance
dialog box is correct.
·  If using Dial Plan, verify that the Dial Plan database is set up
correctly.
·  Dedicate a line for testing the networking feature and attach a
digit grabber. Verify that the messaging system can access the
line and connect to the remote site.
·  If the switch requires a suffix code to access an outside line,
add the suffix code to the SET_UP.CFG A-69 bucket.
·  Note that OctelNet does not work if the greeting by port feature
is used.
Class of Service dialog box:
·  Verify that the Networking Options are set to access the
appropriate nodes.
·  Verify that Dispatch Options are not set to Not Allowed.
System Setup parameters:
·  Verify that the Outbound parameter on the Networking tab is
enabled.
Operator or subscriber gets
blank messages
Resolution Possibilities:
·  Verify that the method the switch uses for a disconnect and
verify that the appropriate parameters are configured properly.
For more information, see the topic, Determining a Switch’s
Disconnect Signal, later in this section.
·  If the blank messages are recorded noise, check the phone
system for the following problems:
-  Noisy phone lines.
-  RF interference.
- Ground problems.
-  Cross talk/wiring problems.
-  Tip and ring reversed. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-42
System Setup parameters:
·  Verify that the Minimum Message Length parameter on the
Message Timing tab is set to the recommended setting, 2
seconds. Note that any message shorter in length than two
seconds is automatically deleted.
·  If setting the Minimum Message Length parameter on the
Message Timing tab to 2 seconds does not correct the problem,
set the parameter to 4 seconds and set the Maximum Silence
parameter on the Hangup Detection tab to 350.
PC is locked up
Resolution Possibilities:
·  Press  and hold them down for a few seconds.
OS/2 may indicate that an executable file is not responding and
prompt you to end it. End the file. If this does not work the first
time, hold down  again for a longer period of
time.
·  Press . The PC will restart, and you can
restart the messaging system.
·  If the previous two procedures do not work, the last resort is to
turn off power to the PC. If you must turn off the PC, use the
following procedure:
1.  Turn off the power to the PC. W ait 30 seconds, then turn
power back on.
2.  After the messaging system has restarted, view the
PLUS.LOG file for an error that might have caused the
lockup. Report this error to a technical support
representative. For more information on viewing the log
file, see the topic, Viewing the PLUS.LOG File, later in
this chapter.
3.  Log in as a Level 2 or Level 3 supervisor and select Exit
from the File menu.
4.  Run the Quick Assist utility using the Verify option.
5.  If Quick Assist does not report any errors, restart the
messaging system. If Quick Assist detects errors, it
instructs you on which recovery options to run. Contact a
technical support representative if Quick Assist
recommends you use the Update All or Rebuild All
options.