Mitel Sx 200 Ml Pabx Lightware 16 Instructions Guide

							Software Troubleshooting Procedures 
Hotel/Motel Feature Package 
6.1 It is assumed that the system has been properly set up to allow data calls using the 
DTRX facility. 
Please note that in most cases if a System or COS option is enabled or 
disabled in CDE while the front desk terminal is displaying the applicable field, the 
terminal will not be updated until the display is re-drawn. This can be accomplished by 
typing control-r or control-w while in the screen or by exiting from the screen and 
re-entering the screen. 
Table 6-2 Hotel/Motel Troubleshooting 
Problem Possible Cause/Solution 
Entering MONITOR HM results in 
l Enable System option 33 %oom Status “. 
“Facility Not Available” message 
being displayed. 
On entry to House Statistics screen 
l COS option 244 ‘Room Status Applies” must be enabled in 
ALL data fields are displayed as all COS’ that have guest room phones. After enabling, press 
dashes (“- “). 
the REFRESH softkey. 
No guest rooms can be found 
l COS option 244 “Room Status Applies” must be enabled in 
search or Audits mode. all COS’ that have guest room phones. After enabling, press 
the REFRESH softkey. 
Data displayed on House Statistics 
l Some guest room phones are not programmed (Form 9) or 
screen is wrong: too few guest are in a COS that does not have “Room Status Applies” 
rooms 
enabled. 
Pressing the YES softkey at the 
l Names will not be stored for vacant guest rooms - check the 
“Save changes to guest room occupancy setting. 
before quitting?” prompt does not 
save the changes. 
Data displayed on House Statistics 
l Non - guest room phones are in a COS that has “Room 
screen is wrong: too many guest Status Applies” enabled. 
rooms 
“Wake up Set” text field on House 
l Enable System option I 1 “Automatic Wake-up” and redraw 
Stats screen is not displayed. the screen. 
“Call Blocking” text field on House 
l Enable System option 9 “Attendant Call Block and redraw 
Stats screen is not displayed. the screen. 
MSG REG AUDIT softkey not 
l Enable System option 24 “Message Register Audit”. 
provided. 
ROOMSTATUSAUDlTsoftkeynot 
l Enable System option 27 “Room Status Audit”. 
provided. 
WAKE UP AUDIT softkey not 
l Enable System option 13 “Automatic wake up print”. 
provided. 
Unable to find any rooms of a 
l The COS associated with the guest room phone(s) in 
particular TYPE in room search question does not have “Room Status Applies” enabled. 
mode (or audit mode). 
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March 1997 Issue 1 Revision 0 6-5  
						

							Troubleshooting 
Table 6-2 Hotel/Motel Troubleshooting (continued) 
Problem Possible Cause/Solution 
Room Type field is displayed as a 
l COS for room type shown does not have name field 
number instead of a NAME. programmed. 
SET MESSAGE softkey is not 
displayed in Room Updates Form 
for non-display set room phones. 
l COS for the guest room phone does not have COS option 
231 or 232 (mes. waiting - BELL OR LAMP) enabled. 
The SET MESSAGE softkey is not 
displayed for any guest room 
telephones. 
l DIAL 0 routing in Form 19 MUST be set to a console or 
console LDN for all settings (DAY, Nl, N2). 
Room has a message but it can’t be 
l Message is not from a console or console LDN (i.e., set to 
cleared by the front desk. set message). 
WAKEUP TIME text is not 
displayed in Room Updates form. 
MESSAGE REGISTER text is not 
displayed in Room Updates form. 
DO NOT DISTURB text not 
displayed in Room Updates form. 
No ENTER key is provided after a 
name has been programmed in 
Room Updates form. 
l Enable System option 11. 
l Enable COS option 703 in guest room class of service. 
l Enable COS option 220 in guest room class of service. 
l Change the room occupancy to something other than 
vacant. 
Unable to find guest names. 
l Search string must be the starting letters of the last name 
of a guest room. 
Non - guest names found when 
l Non guest room phones are in a COS with “Room Status 
searching by name. Applies” enabled. 
Unable to access Room Updates 
l Logged in using the CDE attendant level password. Must 
form. logout and log back in using the CDE supervisor password. 
Attendant level password allows 
l The CDE attendant and Supervisor passwords are identical. 
access to Room Updates form. Change passwords in CDE Form 28 so they are different. 
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6-6 Issue 1 Revision 0 March 1997  
						

							Softvvare Troubleshooting Procedures 
Sub-Attendant (Enhanced Function) 
6.2 This procedure deals with the Sub-attendant - Enhanced Function feature. It does not 
apply to the Sub-attendant - Basic Function feature. 
Table 6-3 Enhanced Function Sub-attendant Troubleshooting 
Problem 
PROGRAMMING: GENERAL Possible Cause/Solution 
TheSUB-ATTsoftkeydoesnothing 
l The maximum number of enhanced-function 
when pressed. sub-attendants has already been programmed. 
PROGRAMMING: LINE KEYS 
The LDN softkey does not appear 
l There are already the maximum number of LDN keys (3) on 
in the expand set form. the set. 
l The LDN key is not programmable on a /WV Module 
associated with a sub-attendant station. 
Cannot alter LDN key information. 
l An LDN may not be altered when it is engaged in an active 
call. 
The RECALL softkey does not 
appear in the expand set form. 
l There are already the maximum number of RECALL keys 
(1) possible on the set. 
l The RECALL key is not programmable on a /WV Module 
associated with a sub-attendant station. 
The HOLD softkey does not appear 
l There are already the maximum number of HOLD keys (3) 
in the expand set form. possible on the set. 
l The HOLD key is not programmable on a fKA4 Module 
associated with a sub-attendant station. 
USING LDN KEYS 
Set is ringing with an LDN key LCD 
l Check that the caller can connect to the sub-attendant 
flashing and I can’t answer the line. where the LDN is programmed. Sub-attendants and 
consoles which share LDNs must be in the same tenant 
group. 
l Check that the prime line is free, since the LDN can only be 
answered if the set prime is available. 
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							Troubleshooting 
Table 6-3 Enhanced Function Sub-attendant Troubleshooting (continued) 
Problem Possible Cause/Solution 
Calls to the LDN are not answered. 
l Check that the calls are being noticed at the sub-attendant 
set. The RING option may be set to no ring for the 
appearance and so new calls may not be noticed. Instruct 
the sub-attendant on the Call Waiting indicator on the 
display or how to use the DISPLAY function on the set to 
see how many calls are waiting on the particular LDN or 
RECALL key. 
l Ensure that the proper LDN key is actually being called. 
Check the OTHER field in MAINT show status for the caller 
and make sure that it is referencing the correct LDN. 
l LDN appearances programmed as NO RING or as DELAY 
RING are considered lower priority calls before the delay 
ring timer has expired. Therefore, other calls to the set on 
ringing lines (other LDN appearances, RECALLS, calls to 
the prime line, etc.) will be answered first. 
USING RECALL KEY 
Recalls go unanswered at the 
sub-attendant set. 
l Check that other recall features are not taking priority over 
the recall to the sub-attendant set. 
0 Check that a RECALL key is programmed at the’set. If not, 
recalls will attempt to ring the sub-attendant prime line which 
must be idle at the time. If it is not idle, the calls will attempt 
to recall again in a short time. 
Recall display is not there - only a 
l A recall feature which uses CDE Form 19 Rerouting has 
normal display is shown. taken precedence -the call is routed to the sub-attendant in 
that manner rather than using the default recall handling. 
These calls will appear at a key other than the RECALL key. 
The RING AGAIN prompt is not 
present. 
l The prompt is only valid if the party that was answered can 
be put on consultation hold (i.e. they don’t have a 
consultation hold, the party can be flashed on, etc.). The 
TRANSKONF prompt is present on the Sub-attendant 
display if this is possible. 
STATIONS SOFTKEY 
No features are available when the 
l Ensure that the extension number is valid (the back arrow 
Stations softkey is pressed and an prompt will be showing still if the number is invalid). 
extension number is dialed. 
l Ensure that the appropriate COS options are enabled in the 
Sub-attendant’s COS (it is not necessary in the extension’s 
COS). 
TIME/DATE SOFTKEY 
The softkeys for these features do 
l Check that COS option 122 (Attendant Setup Time/Date) is 
not appear. enabled. 
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6-8 Issue 1 Revision 0 March 1997  
						

							Software Troubleshooting Procedures 
Table 6-3 Enhanced Function Sub-attendant Troubleshooting (continued) 
Problem 
PAGED HOLD ACCESS Possible Cause/Solution 
Paged Hold Access display doesn’t 
l Check that the Sub-attendant has a caller on hold in a hold 
show up when the Sub-attendant position. 
selects the pager. 
l Check that feature access code 16 (Hold Pickup Access - 
Attendant Hold Slots) is enabled. 
C/W INDICATOR 
The Calls Waiting indicator shows 
l A night bell may be ringing. 
calls waiting, but no LDNs or 
RECALL keys have calls on them. 
Page 3 of 3 
Automatic Call Distribution (ACD) 
6.3 Table 6-4 describes troubleshooting procedures for an ACD system. 
Table 6-4 ACD Troubleshooting 
Problem Possible Cause/Solution 
CALLING A PATH 
Caller gets reorder tone. 
l Check that the correct access code is dialed. 
l Verify that the caller is not interflowing immediately to DROP 
CALL (the path called has Overflow to lntetflowenabled, Inter-flow 
enabled, DROP CALL as the inter-flow point and there are no 
agents available to take the call within the overflow time). 
l If a DISA or CO trunk is calling, the trunk is loop start and the 
trunk’s COS may have the option “Loop Start Trunk to ACD 
Connect” disabled. 
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							Troubleshooting 
Table 6-4 ACD Troubleshooting (continued) 
Probtem 
Interflow produces reorder 
tone. Possible Cause/Solution 
l If the programmed interflow point is DROP CALL, and the caller 
is a display set, the display will indicate that the path has hung 
up on the caller. 
l If the programmed interflow point is a speedcall, keep in mind 
that the interflow is handled in the same way as a call forward to 
a speedcall. First, check that the speedcall number is a valid 
destination and that the caller can connect to that destination. If 
the caller is a display set, the display will indicate an invalid 
number or connection in this case. Next, verify that a receiver is 
available - one is needed to complete the speedcall. If there are 
no receivers immediately available at the time of the inter-flow, 
the ACD caller is dropped. The only indication of this will be a 
receiver unavailable peg in the traffic measurement report. The 
call will still show up in the ACD statistics as an inter-flow. 
Trunk won’t originate to a path. 
l Check the party state of the trunk using SHOW STATUS. If it is 
not able to originate at all due to resource shortage, the state will 
be IDLE. In this case, check traffic measurement for 
junctor/channel usage (most likely a junctor shortage problem in 
an analog bay). If the trunk is denied access to the routing point, 
or it is not programmed, the state will be ERROR. In this case, 
check the routing point in CDE Form 14 for the current night/day 
service. If correct, and it is an ACD path, and the trunk is loop 
start, check if the trunks COS has the option “Loop Start Trunk 
to ACD Connect” enabled. 
Caller runs right though the 
path and drops. 
l Check if interflow is enabled and if overflow to inter-flow is 
enabled. If there is a shortage of agents, the system may be 
predictively overflowing to the inter-flow point. 
Caller gets wrong agents. 
l Check routing in Form 14 for CO trunks. 
l Check that the correct path is actually being dialed. 
l Check to see if the agents are picking up other agent’s calls using 
the CALL PICKUP feature. 
ACD RECORDINGS 
Can’t get recordings. 
l Check path programming. 
l Check RADs in RAD group using MAINT SHOW STATUS or the 
console STATIONS softkey. If all are in the DND state, check the 
programming on the RAD group and in the COS of the RADs 
(see section on recording malfunction) to see if timers are not 
setup properly. 
l Call RAD group directly and check that a RAD answers and gives 
the correct message. 
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6-10 Issue 1 
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							Software Troubleshooting Procedures 
Table 6-4 ACD Troubleshooting (continued) 
Problem 
Can’t get first recording, but 
can get second recording. Possible Cause/Solution 
l The time for the second recording is occurring while waiting for 
the first recording, and the first recording is being abandoned. 
Make more recordings available in first group and increase the 
start time for the second recording (and subsequent recordings). 
Silence between recordings. 
l System music is not programmed. 
l System music not connected properly. 
l System music does not have enough gain, 
ALTERNATE MUSIC SOURCE 
Alternate music source not 
heard. 
l Check path (see previous - Calling a Path). 
l Check the party state of the alternate music source - via SHOW 
STATUS. If state is ALTMUS, the port is plugged in and ready. 
Check the connections on the port. If the party state is not 
ALTMUS, the system has not seen the port go offhook, or the 
port was offhook when programmed as an alternate music 
source. It must be programmed first and then make the transition 
from IDLE to ALTMUS. Simply unplug and plug back in the 
alternate music source and it should go to ALTMUS state. 
l If the alternate music source is functioning, check the recordings. 
Music will not be applied, unless a caller has been given a RAD 
to listen to first. 
KD POSITIONS 
fin ACD position cannot log in. 
l A valid login feature access code and position id code must be 
used (check CDE). The display will indicate an invalid number 
dialed (all of the other errors will cause the display to indicate an 
invalid feature access attempt). 
l The position must not already be logged in. Try dialing the 
position code - do you complete a call to the position? 
l The SUPERSETtelephone cannot have a party on consultation 
hold when the login is attempted. 
l The number of agents logged in must not exceed the maximum 
number. Check the number of agents logged in using the ACD 
MONITORS feature. 
* The position must have an ACD template enabled in its COS. 
Can the position log in at another telephone where another 
position of the same type was able to log in? 
l To log in, the set must not having any appearances of its prime 
line anywhere in the system. To confirm this, do a review on the 
SUPERSET in Form 9. 
l The SUPERSETtelephone must not have a PKA4Module 
associated with it. Check the ASSOC field in Form 09 for the 
circuit. 
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March 1997 Issue 1 Revision 0 6-l 1  
						

							Troubleshooting 
, Table 6-4 ACD Troubleshooting (continued) 
Problem 
An ACD position cannot log 
wt. Possible Cause/Solution 
l Check that the agent is not on an ACD call when this is attempted. 
This includes ACD calls on consultation hold and held on a line 
at the SU/?ERSf3 telephone. 
Agents going make busy 
state. 
l If the SU/?E/XX~is connected to acircuit in an analog bay, check 
traffic measurement report for junctor shortage problems. As 
well, check if the SlJPfRSEl users in the same bay report the 
message “NO DIAL TONE” or ‘SYSTEM BUSY” on their display. 
This indicates a receiver or junctor shortage problem. 
l Check set errors via SHOW ERRORS DEVICE-TYPE xxx 
command. 
l The set will be put into make busy if the set is disconnected, or 
loses communication with the system. 
l Check call forward no answer time in the COS of the set -this 
controls the automatic call failure timing. Increase the time if 
necessary. 
JCD positions are 
JneXpeCtedly logged out. 
l If a telephone is unplugged, and replaced with a different type of 
telephone while an ACD position is logged in at that position, the 
ACD position is automatically logged out by the system. 
=orwarding does not work 
after position logs in. 
l Could be caused by a system reset - check for this. 
l Problems with forwarding to a speedcall key may arise with ACD 
position sets. 
l Forwarding to a speedcall key works by reference to the 
speedcall key number and not to the digits in the speedcall key. 
If a position logs at a set that has forwarding to a speedcall key, 
the forwarding on the set is not altered - the reference to the old 
speedcall key number remains. If the speedcall key is replaced 
by an ACD feature key because of the login, the forwarding will 
be to a key key which is now a feature key -this is illegal. When 
someone calls the set and the forwarding takes place, the 
forwarding will fail and the caller will get reorder tone. A similar 
problem will occur even if the speedcall key is not replaced by a 
feature key - it will be replaced by a blank speedcall key and so 
the forwarding will fail because there are no digits to dial. 
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							Software Troubleshooting Procedures 
Automatic Attendant Overflow (AAO) 
6.4 Table 6-5 describes troubleshooting procedures for an AA0 system, 
Table 6-5 Auto Attendant Overflow Troubleshooting 
Problem 
Possible Cause/Solution 
Calls come in to a 
l 
console/LDN but get the Ensure that the RAD group (see CDE Form 19) for the tenant 
group of the called party is the correct one, and that the called 
wrong message. 
party is in the correct day/night service. 
l Ensure that the RADs programmed for the RAD group in Form 
17 are giving the correct message. Dial them directly to verify this. 
Calls come in to a console but 
l Ensure that caller has COS option 705 Automatic Overflow from 
do not get the recorded Attendant enabled. 
message. 
l Ensure that Day, Night1 and Night2 answer points are 
programmed in Form 19. 
l Ensure that RADs are usable (i.e. not all DND, and have a 
message recorded). This can be done by calling the RAD group 
directly, or by calling them individually. 
l Ensure that time to start recording is small enough. If it is set too 
high, the caller may be answered by the console before hearing 
the message. 
l Ensure that the call is not being dropped (due to the final Ring 
timer) prior to hearing a message (i.e., the final Ring timer may 
be set too low). 
The caller is cut off in the 
l 
middle of a recording. Ensure that the message length timer for the RAD group is long 
enough for the RAD message. 
l Ensure that the call is not being dropped due to the final Ring 
timer, which runs while listening to the recording. It should be at 
least the time to the recording plus the time to hear the recording. 
Ringback followed by silence. 
l Call may have been dropped, due to the final ringback timer. 
l Checkvia MAINTENANCE SHOW STATUS, the OTHER field for 
the caller, to see if it actually gets connected up to the recording. 
l There may not be a properly recorded message on the RAD (the 
recording may be silence), Call the RAD directly to verify this. 
March 1997 Issue 1 Revision 0 6-13  
						

							Troubleshooting 
Automated Attendant 
6.5 Table 6-6 describes troubleshooting procedures for an Automated Attendant system. 
Table 6-6 Automated Attendant Troubleshooting 
Problem Possible Cause/Solution 
Call is never answered by l Ensure that RAD is functioning (not all DND or busied-out). Use 
RAD. The call always routes MAINTENANCE or the attendant console to check the DND 
:o the default destination. status of the device. (Use SHOW STATUS command.) 
. 
Ensure that the RAD message length is not too shot?. If the 
message length for the RAD group is very short, the RAD may 
not even get a chance to play its message. 
. 
Check traffic measurement for skip pegs for the group. This will 
indicate a shortage of RADs or receivers. 
. 
Check the wait-for-resources time for the group. It may be too 
short, resulting in there being not enough recordings for the 
number of callers (given the length of time that the recording 
plays). The time must be at least as long as the turn around time 
for the RADs in the group, since this is the longest time that a 
waiting caller will have to wait if there are receivers available. 
Competition for receiver resources will increase this wait time. 
Call is dropped when caller 
l Ensure that there is a default destination for the group. 
dials no digits. 
Recording does not end when 
l Ensure that the option “Dialjng Over Recording” is ENABLED for 
digits are dialed. that auto-attendant group. 
. 
In the case of an attendant calling, the console must have TONES 
ON in order to perform end-to-end signaling and dial over the 
auto-attendant recording. 
Caller gets the wrong 
message. 
l Ensure that message was recorded correctly. 
. 
Ensure that RAD is programmed in the correct group (use the 
EXT NUM softkey in CDE Form 17 to find the RAD). 
. 
Ensure that RAD is plugged in at correct extension by dialing the 
RAD extension number directly. 
Dialing is slow and 
SUPERSET telephone 
displays SYSTEM BUSY. . 
There may not be enough non-auto-attendant receivers 
allocated. Check traffic measurement for receiver attempt pegs 
and adjust the receiver count for non-auto-attendant features in 
the system options form if necessary. 
6-14 Issue 1 Revision 0 March 1997