Vodavi Starplus Automatic Voice Processing Technical Manual

STARPLUS @ AVP TECHNICAL MANUALMAINTENANCE & TROUBLESHOOTING
lUse the reports option in the maintenance program to print
both the system and error logs. You can send this informa-
tion to a floppy drive if a printer is not connected to the sys-
tem.
lIf there are problems with mailboxes/extensions, it is impor-
tant to find out which mailbox/extension is experiencing
the problem and when the problem occurred. Isolate the
time period in the log to find out what the problem may be.
800.3 COMMON
PROBLEMS...

MAINTENANCE &TROUBLESHOOTINGSTARPLUS @ AVP TECHNICAL MANUAL
C. CALL TRANSFER IS
NOT RELIABLE
D. 
STARPLUS AVP DOES
NOT ANSWER CALLS
E. LONG DELAY BEFORE
ANNOUNCING A CALL
F. UNRELIABLE HANG UP
DETECTION
lMake sure you get the system log on the failed transfer at-,_\tempts.-\
4,’
lIf the log says “no ring back”, this indicates that the Star-plus AVP is not receiving any dial tone or cadence from
the phone system.
lMake sure the feature prefixes in the configuration menu
are set correctly.
lCheck that the...

STARPLUS @ AVP TECHNICAL MANUALMAINTENANCE & TROUBLESHOOTING
Our suggestion is to have the installer call someone in the com-
pany and tell the person to hang up. The installer should listen
and find out what tone, if any is returned. If steady tone or silence
is heard the test need not be run. The hang up detection values of
silence and non-silence should be set to 10 seconds.
If the installer hears re-order tone (tone, silence, tone, silence...)
then the test will need to be run.
G. HANG UPS DURING...

MAINTENANCE & TROUBLESHOOTINGSTARPLUS @ AVP TECHNICAL MANUAL
J. MISSING MAILBOXES
OR EXTENSIONSYou have just added mailboxes or extensions, but you find that
they are missing. It is possible that the extension or mailbox in-
dexes are corrupted. To rebuild, make sure that you are in single
tasking, then go to the utilities/database cleanup/sort data files
item.
K. LOST MESSAGESThe 
Starplus AVP never loses messages. However, you can ver-
ify this by turning on message tracking from...

STARPLUS @ AVP TECHNICAL MANUALSYSTEM LOG MESSAGES
APPENDIX A
SYSTEM LOG MESSAGES
A.1INTRODUCTIONStarplus AVP outputs two kinds of logs: the’error log and a call
log. All logs are in ASCII format which allows them to be printed or
viewed with simple DOS commands.
The Log files are designed to record all system events and pro-
vide an audit trail that allows the administrator to analyze exactly
how the system is being used.
A.2
ERROR LOGThe error log is output to a file named SPAVP.ERR. Each line or...

SYSTEM LOG MESSAGESSTARPLUS @ AVP TECHNICAL MANUAL
A. AUTO ATTENDANT
lH3 - Tone Period Detected
lH4 - Re-order Tone Detected
lH5 - Integration Hangup Detected
If you do not see an H that means that the caller selected to han-
gup by pressing a key, such as 9 from the Voice Messaging main-
tenance. Each of the modules has different log information that
will appear after it. These are described individually with their cor-
responding code information.
The letter R represents the Auto Attendant function....

STARPLUS @ AVP TECHNICAL MANUALSYSTEM LOG MESSAGES
after this indicating the caller found the desired party and
elected to transfer to them.
B. VOICE MESSAGINGVoice Messaging log records are split into two general types. One
type is for general message taking, the other is for mailbox mainte-
nance. General message taking is when a internal or external
caller leaves a message for a mailbox. Mailbox maintenance is
when an internal user is in their mailbox retrieving messages,
changing personal options,...

SYSTEM LOG MESSAGESSTARPLUS @ AVP TECHNICAL MANUAL
module. The menu name will follow the 
6.
lXaYYYY, Indicates that X is the key that was pressed (O-
9,*,#), a indicates that an action was taken by the system,
and YYYY is the action that was taken. YYYY is defined
as:
HgUp - Hang up the line-Oper 
- Transfer-to the operator
lnst 
- Replay instructions
Menu 
- Run a menu
Trou 
- Go to Auto Attendant
Trou TR Start 
- Go to Auto Attendant (start key)
Tbas 
- Go to Voice Messaging
Tbase TB Start 
- Go to...

STARPLUS @ AVP TECHNICAL MANUALERROR LOG MESSAGES
APPENDIX B
ERROR LOG MESSAGESB.lERROR LOG
MESSAGESThe following error messages are for Modules 
~2.16 and later al-
though many will apply to older versions.
Error 
Starplus AVPDrv- Software Controller Not Installed
Memory key is not installed or is installed incorrectly
Error 
Starplus AVPDrv- Cannot find Starplus AVP.RUN (1: not ex-
ist)File does not exist. Must initiate at least one channel.
Error: 
Starplus AVPDrv- Cannot find Starplus AVP.RUN (2:...

ERROR LOG MESSAGESSTARPLUS @ AVP TECHNICAL MANUAL
Error: 
Starplus AVPDrv- Line (LINE-NUM) not supported. Need
Upgrade
The purchased system was set for less lines than are installed.
Error: Mbox Maint- invalid mailbox number (MBOX#).
Mailbox number passed to 
TB-Maint was invalid. Software prob-
lem or user has called 
TB-MAINT.SUB directly with bad parame-
ter.Error: Mbox Maint- Mssg Counts unavailable for mbox (MBOX#)
Internal 
Starplus AVP error. Please call tech-support for assis-
tance.
Error: Mbox...