Lucent Technologies Octel 100 Implementation And Service Manual

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-43
Ports come off hook when
there are no calls
Resolution Possibilities:
System Setup parameters:
·  Verify that all ports enabled for outbound calls on the Port
Parameters tab have a dial tone. If the messaging system does
not detect a dial tone, it assumes there is an incoming call and
attempts to answer it.
·  Verify that DTONDET on the Hangup tab and DTONW AIT on
the Message Delivery tab are set to values at least 400 units
apart, unless DTONDET is set to 0.
·  Verify that the value for DTONDET is greater than the value for
DTONWAIT, unless DTONDET is set to 0.
Reports are not functioning
properly
Reports menu options are
dimmedResolution Possibilities:
·  A report window may be minimized instead of closed. Use this
procedure to access the Reports menu:
1.  Press . The OS/2 W indow List displays.
2.  Select Lister and press . A report window
displays.
3.  Close the report window by double-clicking on the
upper-left-hand corner of the window.
Cannot save reports to diskResolution Possibilities:
·  Verify that you are selecting to save the report to a disk on the
Reports dialog box.
·  Verify that the drive name and directory is specified and a
filename is entered in the Report Filename dialog box.
·  Verify that a formatted diskette is in a valid PC diskette drive
and that the drive door is closed properly.
·  Attempt to save a file from another to determine if there is a
problem with the diskette drive.
·  Verify that the correct LPT port is selected for the printer. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-44
Cannot print reportsResolution Possibilities:
·  Verify that the user is selecting to print the report to a printer
(not to a disk or screen) on the Reports dialog box.
·  Verify that the printer was plugged in and turned on when the
messaging system was started.
·  Attempt to print a document from another application on the PC
to isolate the problem to the messaging system or OS/2.
·  Verify that the printer is ready to print (power is on, printer is on-
line, printer contains paper).
·  Verify that the printer is attached to the PC or accessible
through the network.
Cannot delete statistical
information from reportsResolution Possibilities:
·  Use the Clear Mailbox/Statistics option on the Mailbox menu to
clear a specific mailbox or a range of mailboxes.
·  Reset the Mailbox by using the supervisor main menu functions
over the phone. After logging in, press  from the supervisor
menu for mailbox functions and select  to reset a mailbox.
·  Note that when you use the clear statistics option, the statistics
are deleted permanently.
Some mailboxes are not
included in reportsResolution Possibilities:
· The entry in mailbox’s Company or Division field is incorrect or
missing. Check the field for spelling errors or extra spaces. Note
that this field is case-sensitive.
·  Use the Mailbox Quick List report to display the information
entered in the Company and Division fields for the mailboxes.
·  Verify that the mailbox owner’s name was specified on the
Mailbox Entry dialog box during mailbox creation. Select the
Edit option from the Mailbox menu. Enter the mailbox number
when prompted, then type an entry in the First and Last Name
fields of the dialog box. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-45
Serial Integration (SMDI) does
not work
Resolution Possibilities:
·  Verify that incoming data packets use the appropriate protocol,
and the data being sent contains the proper codes for the
integration device.
·  Verify that the sentinel allows Serial Integration. For information
on verifying the features enabled on a sentinel, see the topic,
Displaying Features Enabled on the Sentinel, later in this
section.
·  Double-click the ICONFIG icon in the program folder to open
the ICONFIG dialog box. Verify that the baud rate entered on
the ICONFIG dialog box for the Serial Integration utility is the
correct value for the serial integration device.
·  Verify that the PARITY value selected on the ICONFIG dialog
box in the Serial Integration utility is the correct value for the
serial integration device.
·  Verify that the STOPBITS value selected on the ICONFIG
dialog box for the Serial Integration utility is the correct value for
the serial integration device.
·  Verify the DESKID number entered on the ICONFIG Port ID
dialog box for the Serial Integration utility is the correct number.
Verify this number with the central office.
·  Verify that the port numbers are entered on the ICONFIG Port
ID dialog box.
System Setup parameters:
·  Verify that Use SMDI is enabled on the Simplified Message
Desk Interface Parameters tab.
·  Verify that Init Mode on the Port Parameters tab is set to C for
all serial integrations ports.
·  Verify that the Inband Templates on the Inband Parameters
Page 2 tab are correct.
Supervised transfers do not
work
Resolution Possibilities:
·  Run Call Analysis again and delete the tone table by clicking on
Clear CA. For more information on running Call Analysis, see
Chapter 9, “Defining Phone System Signals.” 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  System Troubleshooting Table24-46
Visual Architect V-Trees do not
print
Resolution Possibilities:
·  Verify that the printer was plugged in and turned on when the
messaging system was started.
·  Verify that the correct LPT port is specified for the printer.
·  Attempt to print a document from another application to isolate
the problem to the messaging system or OS/2.
·  Verify that the printer is ready to print (power is on, printer is on-
line, printer contains paper).
·  Verify that the printer is attached to the PC or accessible
through the network.
V-Trees do not work
Resolution Possibilities:
·  Verify that V-Trees are permitted in the mailbox’s class of
service.
·  Verify that the V-Tree is created and has been activated through
Call Handling.
·  Verify that the correct Call Handling condition is being satisfied:
busy, no-answer, busy or no-answer, or all calls.
·  Listen to the V-Tree over the phone interface to verify that the
V-Tree is complete. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Determining a Switch’s Disconnect Signal24-47
Determining a Switch’s Disconnect Signal
W hen you are troubleshooting certain integration issues, you are instructed to confirm
that the messaging system is configured to detect the appropriate disconnect signal from
the switch. W hen possible, consult the Configuration Note and the switch documentation
for this information. If you do not hav e access to this information, you can use the
procedure below to determine the switch’s disconnect signal.
To determine a switch’s disconnect signal:
1.  Disconnect a v oice-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) and a digit
grabber.
2.  Call the port, from another phone.
3.  Answer the phone connected to the port and listen ov er the handset.
4.  Hang up the calling phone.
5.  Use the following table to determine the disconnect signal:
Volt Meter Reading Audible Signals Disconnect Signal
drops to 0 V silence loop current drop
no change DTMF tones hangup string
no change dial tone dial tone
no change silence silence
Displaying Features Enabled on the Sentinel
An improperly programmed sentinel can inhibit the functionality of certain system
features. To confirm the sentinel is programmed appropriately, you can use the View
Sentinel program to display a list of enabled features.
To display features enabled on the Sentinel:
1.  Open an OS/2 window.
2.  At the command prompt, type VIEWSENT 
and press . The sentinel
information displays.
Interpreting the View Sentinel Information
The following information displays when you run the View Sentinel program:
· Serial Number – Identifies the sentinel unit’s serial number. You may be asked
to prov ide this number when you contact a technical support representativ e.
· Product Code – Indicates the product the sentinel is programmed to run.
· Max Ports – Indicates the maximum number of channels the messaging system
is allowed to use.
· Max Mailboxes – This feature is not used for products running under OS/2. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Viewing the PLUS.LOG File24-48
· Revision – Identifies the software v ersion number the sentinel is programmed to
use.
· Max Visual Mailboxes – Identifies the maximum number of Visual Mailbox
logins allowed on the messaging system at one time.
· Max Languages – Identifies the maximum number of languages allowed on the
messaging system.
· Fax Retrieval – Indicates whether the Fax Retriev al feature is enabled.
· Fax Mail – Indicates whether the fax mail feature is enabled.
· SMDI – Indicates whether SMDI Integration is allowed on the messaging system.
· AMIS – Indicates whether the AMIS analog protocol for networking is enabled.
· ONet – Indicates whether the OctelNet protocol for networking is enabled.
· Intercom Redirect – Indicates whether the intercom redirect feature is enabled.
· Octel Board Required – Indicates whether the messaging system must use
v oice and fax boards with the proper signature.
· Visual Architect Version – Identifies whether the sentinel is programmed to run
Visual Architect or Visual V-Tree.
Viewing the PLUS.LOG File
System ev ents and errors are recorded in the PLUS.LOG file located in the \CVR
directory. W hen troubleshooting an issue, it helps to v iew the log file to determine any
error messages recorded during a failure. Be prepared to prov ide these error messages
to a technical support representativ e.
To view the PLUS.LOG file:
1.  Log into the messaging system as a Lev el 2 or 3 superv isor.
2.  From the File menu, select View Log File. A window containing log file information
displays.
 
3.  To close the PLUS.LOG file, double-click the upper-left-hand corner of the window. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Prompts Voiced Under Specific Call Handling Conditions24-49
Prompts Voiced Under Specific Call Handling Conditions
W hen the messaging system transfers a call to a mailbox, the prompt the caller hears
and the associated options offered to the caller depend on:
·  The combination of Call Handling settings defined in the Subscriber Settings
dialog box for the particular mailbox.
·  Specific interface and integration factors, such as whether the call is superv ised
and the functions set up in inband templates.
By manipulating Call Handling settings, which include the settings indicated in the Call
Blocking field, the No Answer/Call Blocking area, and the Busy area, and by considering
interface and integration factors, you can set up the messaging system to v oice different
prompts and prov ide callers with different options when they reach a specific mailbox.
The Call Handling tables define what prompts callers hear and what options are
av ailable to them when subscriber settings are activ ated in certain ways under certain
conditions. The first table identifies prompts v oiced to calls that are superv ised transfers.
(A call is a superv ised transfer if the Max Rings setting in the mailbox’s class of serv ice
is 1 or abov e. A call is a blind transfer if the Max Rings setting is 0.)
The next three tables identify prompts v oiced to calls on systems that are integrated
using inband templates defined in System Setup. Each of the three tables identify
system responses for each function defined by a template.
Use this information to set up a mailbox to respond to transferred callers in the manner
best suited to your needs. Begin by selecting the prompt(s) you want the system to v oice
and the associated options you want callers to hav e when a call reaches a mailbox. Scan
the av ailable combinations in the Prompt Played and Caller’s Av ailable DTMF Options
columns of the appropriate table. Next, follow the table to the right to identify whether
Call Blocking must be activ ated and to see which options should be selected in the No
Answer/Call Blocking area (N/CB columns) and the Busy area (Busy columns) on the
Subscriber Settings dialog box. 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Prompts Voiced Under Specific Call Handling Conditions24-50
Interpreting the Call Handling Tables
Use the following key to interpret information prov ided in the Call Handling tables:
RNA = Ring No Answer condition (the extension rang, but was not answered).
Busy = Busy condition (the extension was in use).
N/CB columns = No Answer/Call Blocking area of Subscriber Settings dialog box.
Busy columns = Busy area of Subscriber Settings dialog box.
Def. = Default.
Opt. 1 = Optional Prompt 1.
Opt. 2 = Optional Prompt 2.
RNA/Busy Menu = The following options are v oiced to callers by system prompts:
Caller can press... To...
 Enter  another  extens ion.
 Leave a voic e or  fax mail mes s age ( fax mail is  available
only if the system is equipped with fax boards).
 Tr ans fer  to the per s onal oper ator  ( or  s ys tem oper ator  if
a per s onal oper ator  is  not defined) .
Optional Set 1 = The following options are prov ided to callers. Note that these
options are not v oiced by system prompts and should be v oiced by subscribers in the
Personal Greeting prompt:
Caller can press... To...
Disconnect.
,  Leave a voic e-  or  fax- mail mes s age ( fax mail is  available
only if the system is equipped with fax boards).
 Enter  another  extens ion.
 Tr ans fer  to the per s onal oper ator  ( or  s ys tem oper ator  if
a per s onal oper ator  is  not defined) .
Optional Set 2 = The following options are prov ided to callers. Note that these
options are not v oiced by system prompts and should be v oiced by subscribers in the
Personal Greeting prompt:
Caller can press... To...
, , Leave a voic e-  or  fax- mail mes s age ( fax mail is  available
only if the system is equipped with fax boards).
 Tr ans fer  to the per s onal oper ator  ( or  s ys tem oper ator  if
a per s onal oper ator  is  not defined) .
Optional Set 3 = The following options are prov ided to callers. Note that these
options are not v oiced by system prompts and should be v oiced by subscribers in the
Personal Greeting prompt:
Caller can press... To...
Initiate mailbox login (caller is prompted to enter the
mailbox pas s wor d) .
,  Leave a voic e-  or  fax- mail mes s age ( fax mail is  available
only if the system is equipped with fax boards).
 Enter  another  extens ion.
 Tr ans fer  to the per s onal oper ator  ( or  s ys tem oper ator  if
a per s onal oper ator  is  not defined) . 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Prompts Voiced Under Specific Call Handling Conditions24-51
Supervised Call Handling Table
Call
BlockingN/CB
Def.N/CB
Opt. 1N/CB
Opt. 2Busy
Def.Busy
Opt. 1Busy
Opt. 2Prompt PlayedCaller’s Available
DTMF Options
x x x Personal Greeting Option Set 2
x x x Optional Prompt 1 Option Set 1
x x x Optional Prompt 2 Option Set 1
x x x Personal Greeting Option Set 2
x x x Personal Greeting Option Set 2
x x x Personal Greeting Option Set 2
xxRNA = RNA/Busy MenuBusy = RNA/Busy MenuRNA = Option Set 2Busy = Option Set 2
x x RNA = Optional Prompt 1
Busy = RNA/Busy MenuRNA = Option Set 1
Busy = Option Set 2
x x RNA = Optional Prompt 2
Busy = RNA/Busy MenuRNA = Option Set 1
Busy = Option Set 2
x x RNA = RNA/Busy Menu
Busy = Optional Prompt 1RNA = Option Set 2
Busy = Option Set 1
x x RNA = RNA/Busy Menu
Busy = Optional Prompt 2RNA = Option Set 2
Busy = Option Set 1
x x RNA = Optional Prompt 1
Busy = Optional Prompt 1Option Set 1
x x RNA = Optional Prompt 2
Busy = Optional Prompt 2Option Set 1
 x x RNA = Optional Prompt 1
Busy = Optional Prompt 2Option Set 1
x x RNA = Optional Prompt 2
Busy = Optional Prompt 1Option Set 1
The shaded row is the default for new mailboxes. Call Handling settings can be modified on a per-
mailbox basis on the Subscriber Settings dialog box). 
						

							24. Testing and Troubleshooting the System
Implementation and Service Manual  Prompts Voiced Under Specific Call Handling Conditions24-52
Integrations with Inband Templates Call Handling Tables
Go to Voice Mail (Call Forward to Personal Greeting) Function Table
Call
BlockingN/CB
Def.N/CB
Opt. 1N/CB
Opt. 2Busy
Def.Busy
Opt. 1Busy
Opt. 2Prompt PlayedCaller’s Available
DTMF Options
x x x Personal Greeting Option Set 3
x x x Optional Prompt 1 Option Set 3
x x x Optional Prompt 2 Option Set 3
x x x Personal Greeting Option Set 3
x x x Personal Greeting Option Set 3
x x x Personal Greeting Option Set 3
xxRNA = Personal GreetingBusy = Personal GreetingOption Set 3
x x RNA = Personal Greeting
Busy = Personal GreetingOption Set 3
x x RNA = Personal Greeting
Busy = Personal GreetingOption Set 3
x x RNA = Personal Greeting
Busy = Personal GreetingOption Set 3
x x RNA = Personal Greeting
Busy = Personal GreetingOption Set 3
x x RNA = Optional Prompt 1
Busy = Optional Prompt 1Option Set 3
x x RNA = Optional Prompt 2
Busy = Optional Prompt 2Option Set 3
 x x RNA = Personal Greeting
Busy = Personal GreetingOption Set 3
x x RNA = Personal Greeting
Busy = Personal GreetingOption Set 3
Go to Voice Mail Function Table Notes:
This table is used when a mailbox is accessed through call cov erage (call forward to personal greeting).
The shaded row is the default for new mailboxes. Call Handling settings can be modified on a per-
mailbox basis on the Subscriber Settings dialog box).
If the Call Blocking checkbox is inactiv e (an “x” does not display in the Call Blocking column), and the
options selected in the No Answer/Call Blocking area (N/CB columns) and the Busy area (Busy columns)
are the same, the option selected (Optional Prompt, V-Tree, Call Forward, etc.) automatically executes.
If, howev er, the options selected are different, the caller hears the personal greeting recorded for the
mailbox.
If the Call Blocking checkbox is activ e (an “x” displays in the Call Blocking column), and Default is
selected in the No Answer/Call Blocking area on the Subscriber Settings dialog box (an “x” displays in
the N/CB Def. column), the system v oices the personal greeting when it receiv es a Go to Voice Mail
code.