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

							Troubleshooting
4-14 Conferencing Calls with Telephony Manager
This section presents some common problems that you might encounter when
setting up and managing conference calls with Telephony Manager.
Problem 1: During a conference call started by another caller, you are
unable to drop/hang up from the call while using the telephone handset.
If you are participating in a conference call that was started by another caller
(that is, you did not start the conference) and you are not using your
speakerphone, you will be unable to use Telephony Manager to hang up from
the conference. To hang up, you must place the handset back in the cradle.
Problem 2: The Drop Last button does not function properly in the
Conference Manager.
If you use the Conference Manager, it is possible that you may encounter a
problem using the Drop Last feature in the Conference Manager window. You
can only use the Drop Last button if the last call that was added to the
conference was an outside call. You cannot use the Drop Last button if the
last call that was added to the conference call was an intercom call.
After a conference is established and intercom parties drop off of the
conference (that is, the far end party leaves the conference), the Telephony
Manager Conference Manager will not update to reflect just the parties that
remain on the conference.  Additionally, if all but one of the parties drop from
the conference, you are no longer in a conference.  However, the Conference
Manager is still not updated.  The problem that exists here is that pressing the
Drop Last button will act peculiarly if you are using the speakerphone.  It will
drop the party to whom you are talking and then go back off-hook. 
						

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Problem 3: Starting conferences from your telephone.
The conference will be tracked by the Telephony Manager except Drop Last
in the Conference Manager may not work properly. To ensure that Telephony
Manager handles conference calls properly, you should establish the
conference using Telephony Manager.
Problem 4:  When you conference an outgoing, ringing call via
Telephony Manager, the outgoing call is dropped, but Telephony
Manager indicates that the conference exists.
You should not conference outgoing, ringing calls. The PassageWay Service
Provider will disconnect these calls. Even though the call was dropped, your
application may incorrectly indicate that the call is part of the conference.
Problem 5:  You receive a failure message after a completing a
conference.
If you have successfully completed a conference and then receive a failure
message about the conference, 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. 
						

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4-16
Problem 6:  Telephony Manager completes a conference without a real
conference existing.
If you drop the consultation call or if the party on the other end of the
consultation call hangs-up in midst of setting up a conference, the application
may incorrectly show that the conference was completed. Meanwhile, there is
only one call active on the phone. This is a known problem that will be
addressed in a later release of the PassageWay Service Provider.
If you are experiencing this problem, 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.
Problem 7:  You have problems placing calls on hold using a standard
phone.
If you are using a standard phone with your PARTNER system and you place
a call on hold, you should not place the handset in the cradle. If you do so,
you will not be able to answer another incoming call. If left out of the cradle,
you will be able to answer incoming calls in addition to reconnecting to the
held call. This problem will be addressed in a later release of the
PassageWay Service Provider.
Problem 8:  You are unable to remove intercom calls from a conference.
If you are on a conference that includes internal (intercom) calls, you will find
that you cannot remove the internal calls using the application. You will have
to remove them manually from the phone. This problem will be addressed in a
later release of the PassageWay Service Provider. 
						

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Problem 9:  You are unable to add more parties to a conference.
If you have established a conference, there are times that you will not be able
to add more parties to the conference. If parties that are currently on the
conference drop from the conference, this information may not be properly
reflected in the application. Once this occurs, it may not be possible to add
more parties to the conference.
At this point, you will have to add more parties using the phone. After the
conference is completed, you should restart the application to resync the
application with your phone. This problem will be addressed in a later release
of the PassageWay Service Provider.
Problem 10:  You are unable to conference a bridged call.
You can only answer and disconnect bridged calls. 
						

							Troubleshooting
4-18 Using Phonebook and Log Manager
This section presents some common problems that you might encounter when
using the Phonebook and Log Manager.
Problem 1: When you start Phonebook or Log Manager, you receive the
following message: 
Run-Time Error 7 - Out of Memory.
If you are using Windows 95, there is either not enough memory or not
enough hard disk space available to start Phonebook or Log Manager. Close
some other applications that are running and then try to start Phonebook or
Log Manager. If Phonebook or Log Manager still does not run, free up some
disk space and then try to start the application.
If you are using Windows NT 4.0 or later, there is not enough memory
available to start Phonebook or Log Manager. Close some applications that
are running and then try to start Phonebook or Log Manager.
Problem 2: When you start Phonebook or Log Manager, you receive the
following message: 
Memory could not be read.
There is not enough hard disk space available on your Windows NT system to
start Phonebook or Log Manager. Free up some disk space and then try to
start Phonebook or Log Manager.
Problem 3: Phonebook is using an old database file.
When you remove (uninstall) the Telephony Manager software, not all of the
files are removed (see Removing Telephony Manager).  The database files
you may have created will remain.  The configuration files used by the
software will also remain.  If you then install the software again, you will find
that the Phonebook application will open the old database file.  This may be
disconcerting if the second installation of the software is in a different
directory.  If you do not want to use this database, you should create a new
database in the desired directory. 
						

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Problem 4: When you start Log Manager, an error message appears
indicating that a database is corrupted.
Call the Lucent Technologies Customer Care Center at 1 800 628-2888.
Using Script Editor
This section presents some common problems that you might encounter when
using Script Editor.
Problem 1: Scripts you created with Script Editor are not working
properly.
If your script is not working properly, try to identify where the script is failing,
and insert a delay at those points in the script. If this does not solve your
problem, try recreating the script without using your mouse (that is, use
keystrokes and commands). Scripts that consist of keystrokes and
commands are more reliable than scripts that contain recorded mouse
movements.
Also, open your applications before you start recording. Using desktop short
cuts and the Start menu during recording may cause problems with your
script. 
						

							Troubleshooting
4-20 Using the PassageWay Configurator
This section presents some common problems that you might encounter when
using the PassageWay Configurator.
Problem 1:  When you start the PassageWay Configurator and use the
Auto Detect feature (that is, the Find PassageWay Link dialog box), the
PassageWay Link Not Found message box appears.
This message box appears there is a problem with the connection between
your PC and your PassageWay adapter.
Perform the following steps:
  1.  Choose the OK button to close the message box.
   The PassageWay Configurator - COM Port dialog box appears.
  2.  Verify that the PassageWay adapter is installed properly. Refer to
“Installing the PassageWay Adapter” in Chapter 2.
  3.  Look at the back of your PC and verify the COM port to which the
PassageWay adapter is connected.
  4.  In the PassageWay Configurator - COM Port dialog box, select the
option button of the COM port to which your adapter is connected,
and then choose the Auto Detect button.
   If the PassageWay Configurator found the COM port to which your
PassageWay adapter is connected, a message box appears, stating
that the PassageWay link was found and providing the number of the
COM port. Choose the OK button and finish configuring the
PassageWay Service Provider.
   If the PassageWay Configurator could not find the COM port to which
your PassageWay adapter is connected, the PassageWay Link Not
Found message box appears. Choose the OK button, and then
proceed to Step 5. 
						

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  5.  Choose the Continue button in the PassageWay Configurator - COM
Port dialog box and finish configuring the PassageWay Service
Provider.
  6.  If you are using Windows NT 4.0 or later, proceed to Step 8.
   If you are using Windows 95, select PassageWay Connect from the
application folder that contains the PassageWay Service Provider
after the PassageWay Service Provider is configured. (The default
application folder is PassageWay for PARTNER.)
   The Connect - Communications Error dialog box appears.
  7.  Choose the Test button 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 you still cannot
solve the problem, proceed to Step 8.
   If all tests pass successfully, run Telephony Manager.
  8.  Look at the bottom of your PassageWay adapter and check if there is
a bar code label.
  9.  Contact the Lucent Technologies National Customer Care Center
at 1-800-628-2888.
Problem 2:  When you start the PassageWay Configurator and use the
Auto Detect feature, you receive the message “Device Not Present.”
In configuring the service provider, you may choose to let the Configurator
search for the COM port to which the PassageWay link is connected. All of the
COM ports known to the system will be searched. If the Windows system
comes across a PCMCIA COM port that is not physically there, but is
available to Windows, you will receive the following error message (“Device
Not Present”). The following example is for COM4.
“A PCMCIA Card for the COM4 port is not present in a slot. Insert a card for
the port and select the OK button. You may have to reconfigure the COM
port.” 
						

							Troubleshooting
4-22
Problem 3:  The PassageWay Setup screen does not display properly.
On some PCs, depending on the type of video display adapter that is
installed, some of the Setup screens may not display properly. That is, the
background image for Setup may not be totally clear. This is an interaction
with the video adapter and how the adapter switches from one resolution to
another. This does not last throughout the entire Setup session.
Additionally, on some systems, if you move the current dialogue box
displayed during Setup, it is possible that the painting of the dialogue box in
its new position might also be accompanied with a residual image of the
dialogue box in its old position. This phenomenon does not last and is cleared
once the current dialogue is dismissed. Again, this problem is a result of the
interaction with the video display adapter.
Problem 4:  Your PassageWay adapter is not functioning with a standard
phone.
If you are using a standard phone (that is, analog phone) and find that the link
to the PC goes down when you go off-hook on the phone, you most likely are
not using the proper phone cable. To ensure that your standard phone works,
you should use a 2-conductor wire phone cable. The use of a 4-conductor
wire phone cable may temporarily disable the adapter from working (until you
place the standard phone on-hook again) or permanently disable the adapter
from working (until you disconnect the phone line from the extension jack on
the PARTNER system module).
  NOTE:
Even though the adapter is not functioning (that is, the link to the PC is
gone), you can still make and receive calls from your telephone. 
						

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4-23
Problem 5:  The PassageWay Link is not always detected.
During the installation, you will be asked if you would like the system to search
for your PassageWay link/adapter. If you choose to have this done for you, it
is possible that the link will not be found. Assuming that you know the proper
serial port, you can use the Auto Detect button on the PassageWay
Configurator - COM Port dialog box to verify that the system can find the
PassageWay adapter. Even though the automatic search did not find the link,
assuming that you are properly connected and there isnt a conflict in the
system, the adapter should be found. This problem will be addressed in a
later release of the PassageWay Service Provider.
Problem 6:  Your COM (serial) port is not recognized.
If all of the COM Ports that are listed in the PassageWay Configurator - COM
Port dialog box are disabled, then you may have a newer PC that supports
Plug-n-Play (PnP) for the serial ports. The PassageWay software is trying to
identify the location of the COM ports through the System BIOS. If that
information is not there, as seen in PnP systems, then PassageWay does not
know of the existence of the COM ports. If you have PnP, you will have to
access the PC BIOS information to turn off Plug-n-Play for the serial ports.
This problem will be addressed in a later release of the PassageWay Service
Provider. Also, refer to Problem 1 in this section.
Problem 7:  You experience problems while uninstalling the PassageWay
service provider.
If you choose the Cancel button while running the UnInstaller, you may not be
able to run UnInstaller again. You may also find pieces of the PassageWay
software still installed. Your best bet at this point is to install the software
again, run the UnInstaller, and allow the UnInstaller to complete its operation.
When the UnInstaller has completed its operation, the PassageWay software
will have removed itself.