ATT AUDIX Voice Power Release 2.1.1 Guide

							Generating Reports
Event Log Print Option
To obtain a complete printout of the Event Log Report:
n     Make sure that the system has all the proper printer connections.
(Refer to the AT&T FACE documentation for additional information
on how to establish printer operations.)
F8qn   Press        (CHG-KEYS) to display the alternate key labels.
F6qn   Then press         (PRINT). The version that is printed will be based
on the current set of options specified for the Event Log Report.
6-13 
						

							Troubleshooting
7
Troubleshooting is limited to two areas:
n  Hardware verification
Hardware tests are limited to the Power-On Self Test (POST), the
system diagnostics provided on the Customer Test disk, and
diagnostics for additional boards that have been installed as part of
the software packages.
You cannot fix hardware problems yourself, but identifying them
may be helpful so that the service personnel can bring appropriate
materials.
n   Application operation problems
When the system does not operate as anticipated, there maybe
problems in the administration of the application or in the
administration of the switch.
If the application problem is described in the troubleshooting tables,
you may be able to fix the problem by taking the action indicated.
.
7-1 
						

							Troubleshooting
Hardware Verification
System Module Verification
When the POST is initiated upon booting the system, two columns of
information appear on the screen. The left-hand column identifies the item
being tested; the right-hand column indicates 
PASS, FAIL, or the amount
of memory allocated.
If any item has 
FAIL in the right-hand column, report this information
when making a service call.
Use the Customer Test disk that is provided with the system to fully
diagnose any problems. To run the Customer Test diagnostics, follow
these steps:
1.Insert the Customer Test disk supplied with the system into disk
drive A.
2.Boot the system by turning power ON or by pressing {Reset}.
— The system boots from the Customer Test disk and displays
the Customer Test introduction screen.
3.Press (Enter} to continue.
— The Customer Test main menu appears.
4.Depending on the processor you are using, select either System
Checkout or Test All Modules by using      .
NOTE:
If Test All Modules appears on the main menu, the
Customization Screen will also appear. The interactive mode
must be set to on on the Customization Screen before you
select Test All Modules for the speaker test, floppy disk
drive test, keystrokes and typematic tests, and mouse tests
to be performed. If the interactive mode is off, these tests
will not be performed.
7-2 
						

							Troubleshooting
5.Press {Enter}.
6.Follow the directions on the screen to run the diagnostics.
Circuit Board Diagnostics
Diagnostics for the IVP4 boards can be run to determine whether
everything is connected properly and that there is a dial tone. To run the
IVP4 board diagnostics, follow these steps:
1.
2.
3.
4.
5.
Log into the system and proceed to the Configuration
Management window. (See Chapter 5, System Operations, if you
need instructions.)
Move the cursor to System Control and press {Enter}.
— The System Control menu is displayed.
Move the cursor to Diagnose Equipment and press {Enter}.
— The Diagnose Equipment form is displayed.
Fill in the fields as follows:
— Equipment:  card
— Equipment Number: all
— Diagnose Immediately? yes
F3qPress        (SAVE) to begin execution.
The system searches for dial tones and loop current on the boards
and then informs you if each IVP4 board passes the test. If any
IVP4 board fails, check to see if it is seated properly. If that does
not fix the problem, you will have to replace the board. If dial tones
or loop current are not found, check the phone line connections.
The diagnostic checks for up to eight boards (0-7).
When a board passes, the system responds:
Diag TR x, Passed.
7-3 
						

							Troubleshooting
Application Operation Problems
This section assists you in identifying and locating problems that occur
with the application rather than with the hardware. If a symptom in the
Trouble Indication column occurs, check the solution given in the User
Response column.
If problems continue, contact a field service representative for assistance.
Trouble IndicationUser Response
During installation of
AUDIX Voice Power,
you are prompted for
a login for the Voice
Administrator; however,
one has not been created.Stop the installation process by pressing
(Delete) and create a login for the Voice
Administrator.
Message Waiting Lamp
does not turn on or off.Check the PBX administration of the
Message Waiting Lamp for that extension
to verify that it was enabled. Also, make
sure the Message Waiting Lamp fields in
the System Parameter Administration
window are correctly filled in.
For telephone systems that use DCP, also
check that Call Answer, Voice Mail, or
Automated Attendant service has been
assigned to channel O and that channel O
is in an “in service” state.
Messages cannot be left
because mailboxes are
full.Message Space Usage reports should be
performed regularly. Check for subscribers
who are approaching or exceeding the
message space limit. Have subscribers
delete old messages regularly. Also, make
sure the Message Drop Service is checked
and cleared on a reqular basis.
(continued)
7-4 
						

							Troubleshooting
Trouble IndicationUser Response
Incoming Fax calls are
not being transferred to
the Fax extension.Check to see if the Fax number is defined.
Check to see if the calling machine is an
autodial model that generates the CNG tone.
Caller hears a ring, but
receives no answer.Check to see if each telephone line is properly
connected to each channel.
In addition, make sure the correct service has
been assigned to each channel and that each
channel is in the INSERV state. If any channel
is in the FOOS (Facility Out Of Service) state,
change it to the MANOOS (Manually Out Of
Service) state. Diagnose the IVP4 card and
then change the channel’s status to the
INSERV state.
Also, check the PBX administration of each
channel.
For telephone systems that require
channel-to-phone mapping, make sure that
channel-to-phone mapping has been done
correctly. (See the Switch Notes for your
telephone system to determine if channel-to-
phone mapping is required for your system.)
For telephone systems that allow ambiguous
extensions, check to make sure that no
ambiguous extensions have been assigned to
the AUDIX Voice Power channels. (See the
Switch Notes for your telephone system to
determine if your system allows ambiguous
extensions.)
(continued)
7-5 
						

							Troubleshooting
Trouble Indication
User messages appear to
be truncated. System
terminates recording of
name or greeting and
message before user is
finished.
Unable to log into the
Voice Mail Service.
Unable to leave messages.
Occasional busy signals
received when attempting to
call into the Voice Mail
Service.
User Response
A portion of the speech in the message
being spoken by the user is simulating a
touch tone. The false touch tone stops the
recording which is in progress.
If recording of a name or greeting still
causes a problem after several attempts,
try using a different telephone or have
someone else record your name or
greeting.
Verify that the individual logging in is
registered on the system.
Check to see if the password being used
is correct. If the password is incorrect,
determine whether the user has been
denied access (System Manager changed
password) before allowing access.
Check to see if there is space available in
the user’s mailbox. If not, have the user
clean up the mailbox.
Also check to see if there is space
available on the disk. Run the Space
Usage Report and page down to the last
page to determine the space left on the
disk.
Maintenance is in the process of
diagnosing equipment or all lines are
currently in use. Please wait.
(continued)
7-6 
						

							Troubleshooting
Trouble IndicationUser Response
Problems with Touch-Tone
recognition.Change all switches on SW1.1 on IVP4
boards to the opposite state. (See Chapter
2 of the AT&T AUDIX™ Voice Power
Installation and Maintenance Guide.)
Constantly receiving a busy
signal when attempting to
call into the Voice Mail
Service.The switch interface software is not loaded
or is incorrectly loaded.
The second serial port is not disabled.
For systems that use DCP, the DCP board
in the system module or the digital ports
board in the switch maybe bad.
Service hour administration
does not work properly.The system date or time has been
changed.
Use the date command to verify and if
necessary correct the system date and
time. Then reset the voice system by
stopping and restarting it.
Outcalls not being made
reliably.The system date or time has been
changed.
Outcalls will work properly for messages
left after the date or time change. Outcalls
for messages left before the date or time
change have the previous time stamp and
may not work properly.
(continued)
7-7 
						

							Troubleshooting
Trouble IndicationUser Response
Indication that maximum
simultaneous ports exceed
the number of ports
available when changing
the outcalling parameters.Check that the total number of Voice Mail,
Call Answer, and Automated Attendant
ports is greater than or equal to the
number of simultaneous ports requested.
If not, lower the number of simultaneous
ports.
During system startup, this may occur if
ports are still being initialized. Wait a few
minutes and try again.
Many subscribers get
messages about multiple
Iogins to their mailboxes.Stop and restart the voice system.
System is not performing
call transfers properly.Check to see if the user is transferring to
a valid extension. Make sure the person
being transferred to is registered on the
system. If not, check to see whether the
system is administered to allow transfers
to nonregistered numbers.
If the problem involves transferring a call to
an operator, check to see if an operator
has been defined on the system.
7-8 
						

							User Interface Information
Accessing Windows
Windows are the medium through which you exchange information with
AUDIX Voice Power. This involves activities such as filling out forms or
selecting items from a menu.
Since the work area may contain more than one window at the same time,
each window is boxed, so that it is clear as to what information each
window contains. At any given time, only one of the windows in the work
area is designated the active window. It is usually the most recently
opened window.
Also, a scroll bar exists in most windows. Located on the right side of the
window, the scroll bar may contain an upward pointing arrowhead and a
downward pointing arrowhead. These characters indicate whether there is
additional data below or above that which is currently displayed.
The downward pointing arrowhead means you can use the cursor
movement keys to view information below the present screen display. The
upward pointing arrowhead means the cursor movement keys can be
used to view information above the current screen display.
A-1