Lucent Technologies PassageWay Telephony Manager R2.0 For PARTNER Communications System Getting Started Manual

							Troubleshooting
4-4
If the service provider that Telephony Manager was using is not installed (that
is, you uninstalled the service provider), perform the following steps:
  1.  Choose the OK button to close the message box.
  2.  Reinstall the service provider.
  3.  Restart Telephony Manager.
  4.  Select the new service provider using the Change Telephony
Provider option in the View menu.
If the service provider is already installed, choose the OK button in the
message box.
Problem 4: When you start Telephony Manager, a message box appears
displaying the message: 
Cannot initialize the service
provider.
The service provider is not working properly. If you are using the PassageWay
Service Provider, uninstall the PassageWay Service Provider, restart the
system, and then re-install the PassageWay Service Provider. (Refer to
Chapter 2 to uninstall and install the PassageWay Service Provider.)
Problem 5: When you start Telephony Manager, a message box appears
displaying the message: 
Service Provider not started.
No service provider is configured. Choose the OK button to close the
message box, and then configure the service provider.
Problem 6: When you start Telephony Manager, a message box appears
displaying the message: 
There is not enough memory available
to run this application. Please close some other
applications or restart Windows and try again.
Close any other applications that may be running and then restart Telephony
Manager. 
						

							Troubleshooting
4-5
Problem 7: Telephony Manager starts successfully, but the following
message is displayed in the Call Status area at the bottom of the
Telephony Manager window: 
Telephony is not available.
If you are using the PassageWay Service Provider, there may be a problem
with your telephone, the connection between your telephone and your PC, or
your companys PARTNER system. Perform the following steps:
  1.  Check the connection between your PC and your PassageWay
adapter.
  2.  Check the connection between the wall jack and your PassageWay
adapter.
  3.  Restart Telephony Manager.
If this message still appears, contact your PARTNER System Manager.
If you are not using the PassageWay Service Provider, there may be a
problem with your modem, the connection between your modem and your PC
or your telephone line. Perform the following steps:
  1.  Check the connection between your PC and your modem.
  2.  Check the connection between the wall jack and your modem.
  3.  If you have an external modem, check that it is plugged in.
  4.  Restart Telephony Manager
Problem 8:  A message box appears displaying the message:
A required component of the PARTNER Service Provider is
corrupt. The registry does not contain a SwitchType
setting. Re-installing the PARTNER software may fix this
problem.
Uninstall and reinstall the PassageWay Service Provider. 
						

							Troubleshooting
4-6
Problem 9:  A message box appears displaying the message:
A required component of the PARTNER Service Provider is
corrupt.  The registry contains an inconsistent
SwitchType.  Re-installing the PARTNER software may fix
this problem.
Uninstall and reinstall the PassageWay Service Provider.
Problem 10:  A message box appears displaying the message:
A required component of the PARTNER Service Provider is
corrupt. The registry does not contain a valid
PassageWayPath setting.  Re-installing the PARTNER
software may fix this problem.
Uninstall and reinstall the PassageWay Service Provider.
Problem 11:  A message box appears displaying the message:
A required component of the PARTNER driver (file name) is
missing. Re-installing the PARTNER software may fix this
problem.
Uninstall and reinstall the PassageWay Service Provider.
Problem 12:  A message box appears displaying the message:
A required component of the PARTNER driver (file name) is
corrupt. Re-installing the PARTNER software may fix this
problem.
Uninstall and reinstall the PassageWay Service Provider.
Problem 13:  A message box appears displaying the message:
A required component of the PARTNER driver (file name)
could not initialize properly. Check your COM port
setting.
Uninstall and reinstall the PassageWay Service Provider. 
						

							Troubleshooting
4-7
Problem 14:  A message box appears displaying the message:
A required component of the PARTNER driver (file name)
could not initialize properly. Re-installing the PARTNER
software may fix this problem.
Uninstall and reinstall the PassageWay Service Provider.
Problem 15:  A message box appears displaying the message:
A required registry entry of the PARTNER Service Provider
is missing (PARTNER). Re-installing the PARTNER software
may fix this problem.
Uninstall and reinstall the PassageWay Service Provider. 
						

							Troubleshooting
4-8 Answering Calls with Telephony Manager
This section presents some common problems that you might encounter when
answering calls with Telephony Manager.
Problem 1:  You cannot answer calls via Telephony Manager.
If you are trying to use Telephony Manager and find that an incoming call is
not seen by the application, it is possible that the PC link to the PARTNER
adapter has not been properly established. To verify whether this is the cause
of the failure, you should restart all of your telephony applications and try the
application again.
Please keep in mind that there are many types of applications that classify as
telephony applications. For example, Microsoft Exchange and Microsoft
Schedule+ are both telephony applications. If either are running, they will
have to be shutdown and restarted.
Problem 2: The Mute button is disabled.
The Mute button is not supported.
Problem 3:  Telephony Manager does not display caller ID information
for incoming intercom calls.
The PassageWay Service Provider does not provide caller ID information for
incoming intercom calls. 
						

							Troubleshooting
4-9
Problem 4:  When you drop/hang up a consultation call, all other calls
are disconnected.
If you are creating a conference call, have a consultation call, and then drop
the consultation call (possibly to make a different consultation call), and find
that calls on the conference go to the Idle state, you most likely have an older
PARTNER adapter and need to upgrade to the latest version of the PARTNER
adapter. To verify whether you have the older adapter, see Problem 1 in the
section “Using the PassageWay Configurator” on page 4-20 and perform
Steps 6 to 9.
Problem 5:  Telephony Manager does not properly reflect the status of
your phone.
During the use of your application, it is possible that the application may get
out of sync with the phone. There are many reasons why this may occur.
Some of these reasons may be attributed to some of the issues documented
in the above items.
If you are experiencing these problems, such as “phantom calls,” where there
are calls displayed on the application without a corresponding call on the
phone, or the opposite, where there are calls on the phone that are not
displayed on the application, then you should restart the application and any
other telephony application that you have running on your system.
Please keep in mind that there are many types of applications that classify as
telephony applications. For example, Microsoft Exchange and Microsoft
Schedule+ are both telephony applications. If either are running, they will
have to be shutdown and restarted. 
						

							Troubleshooting
4-10 Placing Calls on Hold with Telephony
Manager
This section presents some common problems that you might encounter when
placing calls on hold with Telephony Manager.
Problem 1: There is a long delay before you are able to place a call on
hold.
Due to a limitation with the PassageWay hardware, you may experience a
long delay (around six or more seconds) before you can place a call on hold.
This problem is most often seen when trying to place a call after answering an
incoming call.
Problem 2:  When you place an outgoing, ringing call on hold via
Telephony Manager, the call is dropped (that is, disconnected).
You should not place outgoing, ringing calls on hold. The PassageWay
Service Provider will disconnect these calls.
Problem 3:  You cannot place a consultation call on hold during a
transfer.
If you are in the middle of a transfer, have an established consultation call that
you then decide to place on hold, you will find that you are not able to place
the consultation call on hold. This is a limitation of the service provider that
may be addressed in a future release.
Problem 4:  You are unable to place a bridged call on hold.
You can only answer and disconnect bridged calls. 
						

							Troubleshooting
4-11 Transferring or Forwarding Calls with
Telephony Manager
This section presents some common problems that you might encounter when
transferring or forwarding calls with Telephony Manager.
Problem 1: You are unable to forward calls.
Due to a limitation with the Service Provider, call forwarding is not supported
on telephones that do not have speakerphones.  This is true even if you go
off-hook on such a telephone.
Additionally, the Do Not Disturb (DND) feature is not supported on these
telephones unless a feature button is administered.
Problem 2: You are unable to transfer calls with Telephony Manager
when other TAPI applications are also running.
If you are running Telephony Manager and other TAPI applications (such as
Snap Connection) at the same time, and you did not start Telephony Manager
first, you will be unable to transfer calls using Telephony Manager. If you are
going to use Telephony Manager with other TAPI applications, make sure you
start Telephony Manager before the other TAPI applications.
Problem 3:  You are unable to transfer a bridged call.
You can only answer and disconnect bridged calls. 
						

							Troubleshooting
4-12 Making Calls with Telephony Manager
This section presents some common problems that you might encounter when
making calls with Telephony Manager.
Problem 1: Calls are not being completed.
Telephony Manager dials the call, but the call fails (that is, you hear a “fast-
busy” signal or an announcement that the call could not be completed). Insert
a ^ in front of the number you are dialing and then dial the number. The ^
character disables TAPI from prepending digits for that particular call.
Problem 2:  You cannot make calls via Telephony Manager.
If you are trying to use Telephony Manager and find that it is unable to initiate
a call, it is possible that the PC link to the PARTNER adapter has not been
properly established. To verify whether this is the cause of the failure, you
should restart all of your telephony applications and try the application again.
Please keep in mind that there are many types of applications that classify as
telephony applications. For example, Microsoft Exchange and Microsoft
Schedule+ are both telephony applications. If either are running, they will
have to be shutdown and restarted.
Problem 3: You cannot access the Dialpad window when any dialog box
is open.
To use the Dialpad window, you must first close the open dialog box(es). 
						

							Troubleshooting
4-13
Problem 4:  You are unable to dial from Telephony Manager.
Perform the following steps:
  1.  Verify that the PassageWay Service Provider was installed and
configured properly.
  2.  If you are using Windows 95, close all telephony applications, and
then run Connect.
  3.  From the Setup menu in Connect, select Test Adapter, and follow
the instructions on the screen.
   If the PassageWay Adapter Test fails, note the error number and refer
to the next section, “Troubleshooting Connect.”
   If all tests pass successfully, run Telephony Manager.
Problem 5:  You cannot make a call with the speakerphone.
If you are using a TAPI application, like Microsoft Dialer (Dialer is provided
with Windows 95 and Windows NT 4.x) to operate your PARTNER set, you
may encounter a problem. You can make calls on the phone using the TAPI
application. However, if the TAPI application is running and you try to make a
call on the speakerphone manually, the line will be disconnected. This
problem is the result of a problem with Microsoft TAPI. To correct this
problem, you should close the offending TAPI application. Or, as a
workaround, you should lift the hand-set first and then turn on the
speakerphone.
  NOTE:
This problem will exist with some TAPI applications. One application
that does not exhibit this problem is Microsoft Phone (only available for
Windows 95).