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 AND
SOLUTIONS
A. CALL TRANSFER NOT
WORKING
B. AUTO ATTENDANT
TRANSFER NOT
WORKINGCheck that the transfer is working using a single line tele-
phone on the port attached to the 
Starplus AVP. If this
does not work the problem is in the phone system.
Check to make sure that you have the correct feature pre-
fix settings for a transfer under the feature prefixes menu
in programming. Make sure that transfer start and transfer
abort are set correctly.
Check your flash hook interval to see if conforms with the
manufacturer’s specifications. This is usually set to 500
msec.
If you can detect a flash hook using a butt set and still hear
the AVP dialing DTMF tones, it is possible that the AVP
system is dialing DTMF tones too fast for the phone sys-
tem. This can be corrected by increasing tone dialing 
inter-digit delay in the low level menu of programming. This
parameter is under the dialogic control item.
On some phone systems if the extension is dialed too fast
after a flash hook, the tones may be lost or misinterpreted.
You may need a comma (pause) after the flash hook char-
acter.If a caller hears “extension does not exist” when transfer-
ring either through Auto Attendant or Menu Routing, make
sure the extension that the transfer is supposed to be
made to does exist and its extension length is correct.
If using Menu Routing to do the transfers, make sure the
key initiating the transfer is defined properly.
When the 
Starplus AVP transfers a call, it dials the transfer
start parameter, dials the extension, and dials the after dial
sequence. If the caller hears the message “please hold
while your call is being transferred”, but then hears the
DTMF digits being dialed, then the phone system is not de-
tecting the transfer start sequence. Usually this means that
the flack duration is set too short and should be increased.
Typical values are 500 msec. to 800 msec.
Issue 1, April 1992800-7 
						

							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 transfer is working using a single line
phone on the port attached to the 
Starplus AVP. Make
sure after dialing an extension you receive a distinct tone.
Whenever you are utilizing the screened transfer method,
you should run CPC first. If you are using the blind transfer
method CPC need not be run.
oSlow transfers can also be caused by an improper setting
in the CPC program. CPC is a program that measures the
phone system busy and ring cadences so that it can better
detect busies, no answers, and answers. Again, anytime
you are using the screened (call with analysis) method in
Auto Attendant or Menu Routing, you should run the CPC
program and load the results.
lMake sure that the calls are coming from the phone sys-
tem by replacing the 
Starplus AVP with a single line tele-
phone. If the phone does not ring, check your phone
system for the correct programming entries.
lIf the line rings, try the next port on the voice board. Make
sure the problem is not isolated to one port. If it is, replace
the voice board.
lCheck the rings before answer setting in configuration
menu. It should be set to a number between 
l-3. If the
number is too high, it may give the impression that the
Starplus AVP is not answering calls.
lIf you are 100% sure that the phone system is okay, and
the system is not answering and you are trying to have the
system answer on the first ring, then change the ring count
reset delay to 1. This parameter is in the low level menu of
the configuration menu. The default value is 80 and should
be changed to 
1.
lRun the CPC program for correct transfer settings.
lCheck the transfer start and transfer connect in the feature
prefixes menu for any unnecessary pauses.
the hang up detection test in the maintenance program is used to
monitor how the phone system responds to the 
Starplus AVP
when a caller hangs up. 
Starplus AVP needs to know this so that
it knows when to disconnect the caller. On phone systems that
support a drop in loop current running this test is not necessary..->_’./800-8Issue 1, April 1992 
						

							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
MESSAGE RECORDING
lCheck to see if the caller hears a prompt after the record-ing stops while leaving a message. If so, check the max
message length in the class of service associated with the
mailbox.
lIf this occurs on all mailboxes and the class of service is
set properly, make sure that the disk is not at its capacity
and there is room available for all messages. The capacity
can be checked at the top left hand corner of the 
runtime
screen.H. PREMATURE HANG
UPS
lIf the problem occurs randomly, check the log for the
method of hang up detected by the 
Starplus AVP system.
lCheck the system log and find out what type of hang up was
detected by the 
Starplus AVP.
lH-l indicates a droop in the loop current. It is possible, oc-
casionally, to get an erroneous drop in the loop current.
However, if this is excessive, you need to check with the
telephone company if the lines are coming direct from the
central office. If you do not have loop current and are still
getting H-l, you can turn loop current detection off. This is
done in the low level menu dialogic control block, item #
19, minimum time loop current off.
lH-2 indicates that a silence period was detected equal to
or more than the silence interval set in the hang up detec-
tion item of the configuration menu. You may have to in-
crease this value.
lH-3 indicates that a tone interval was detected indicating
hang up. This could occur if the tone interval is set to a
small amount or the caller is calling from a noisy environ-
ment. Please note, this can be completely turned off, how-
ever, make sure that you have other methods of detection
enabled.
lH-4 indicates that re-order tone was detected. If your
phone system does not have re-order tone detection, this
parameter must be turned off in the hang up detection
menu item.
I. MAILBOX BUSYIf mailboxes are accidentally turned off, this could indicate either
that the maximum number of messages set for the mailbox is
reached, or that the mailbox has been turned off by the user. In-
crease the maximum count for the class of service belonging to
the mailbox. A message is recorded in the error log whenever a
mailbox is turned off.
Issue 1, April 1992
800-9 
						

							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 
the’configuration/lowlevel/other parameters/message tracking item. With this parame-
ter set, every message that is recorded or deleted sends a log in-
formation to the system.
L. MESSAGE WAITING
LAMPS ERRATICConfirm the setting in configuration/system/call out lines tliat the
proper lines are enabled. Also note that on some phone systems,
message waiting lamps can only be turned off from the extension
that it was turned on from, in these instances, it is better to use
only one call out line.
M. SYSTEM FREEZES IN
lYou may not have enough memory. Check the configura-
MULTI TASK MODEtion against XXXXXXXX.
N. RECORDING STUDIO
PROBLEMS
0. HIGH PITCHED TONE
WHEN LISTENING TO
RECORDINGS
P. NAMES MISSING FROM
COMPANY DIRECTORY
lMake sure the partition size for the Starplus AVP is as
large as you can make it, preferably 500 K or higher.
lMake sure that the partition size for the Starplus AVP is at
least 16K larger than the Maintenance program.
lMake sure that the priority number given to the StarplusAVP is at least 2 and all other programs are 3. This is
done in the Multi Tasker menu item in programming.
After recording a prompt with the studio when the user selects the
studio again it may not allow a call into the system. When record-
ing your first prompt with the studio you will always have to call
into the system. However, after that you can just stay on line with
the studio by leaving your phone off hook and just pressing [ESC]
to exit the studio. If you press [ESC] to exit but accidentally hang
up your phone, you will need to select exit studio form the menu
and call back in.
lRun D40CHK from the SPAVP directory to check the voice
board.
lCheck all IRQ settings for any conflicts.
lIf the problem persists, replace the voice board.
lEvery time you add an extension with a name, you need to
rebuild the company directory.
800-l 0Issue 1, April 1992 
						

							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
record in this file contains four fields. The first field is the date that
the message was output. The second field is the time. The third
field is the channel (or line) number. If the channel number is zero
then the message is not linked to any one channel. The rest of the
log is text that describes the problem or error.
There are three messages that appear in the error log that do not
indicate errors. These lines are:
04/28/89 13:51:21 00 RESET 04/28/89 13:51:21 00 010 Sys: Star-plus AVP 
~1.982 system reset (F=4). 04/28/89 13:52:28 00 010
Sys: 
Starplus AVP ~1.982 system terminated (F=4).The first two lines indicate that 
Starplus AVP was brought up. The
third line shows that 
Starplus AVP was brought down.
The call logs are output in files; one for each day. The file names
are MMDDW.Log where MM, DD, and W represent the month,
day and year, respectively. If today’s date is May 6, 1989, then the
log file would be called 
SPO50689.Log.A.3CALL LOGSCall log records are also split into four fields. The first field is the
time the call was completed. The second field is the line number.
The third field is the time the call was begun. The fourth field is a
list of actions. The action field is read left to right. The actions are
split with commas that represent a change in modules. Each mod-
ule (ie Voice Messaging . ..) has a letter code associated to it.
Listed below are the current modules and the codes:
l Auto Attendant: [R]
l Voice Messaging: [M]
l Menu Routing: [B]
At the end of each log line you may see the letter H followed by a
number. This means that 
Starplus AVP detected that the caller
had hangup. The number indicates the type of hangup:
lHI - Drop in Loop Current
lH2 - Silence Period Detected
Issue 1, April 1992Appendix A-l 
						

							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. After the R
you will see the extension the person dialed. If it was invalid then
you will see the # sign in front of it. Following the extension will be
where 
Starplus AVP sent the caller. In most cases this will be a
call to an extension.
For those extensions with supervised transfer you will sa caXXX=,
where XXX is the extension number. The ca stands for Call Analy-
sis. The value after the equal sign represents what happened to
the call.
Possible values are:
. 7 
- Busy
l8 - No Answer
l9 - No Ringback (bad extension)
lIO - Call Answered
If the call was answered then that will end the transaction. If there
was no answer then the call was most likely sent to the person’s
mailbox (see Voice Messaging below). In the case of busy the
caller may elect to retry the extension, therefore the call repeats.
If the extension is unsupervised then you will see the code
blXXXX, which stands for blind transfer followed by the extension
number. Since 
Starplus AVP hangs-up automatically after a blind
transfer, that should be the end of the log line.
Other codes associated with the Auto Attendant module are:
lfwm, This extension was forwarded to a mailbox. An Mi fol-
lowed by the mailbox number will appear next.
lfw, This extension was forwarded to a menu. The B
XXXXX indicates Menu Routing, followed by the menu
name.
lfw oXXXX, This extension is forwarded to an outside num-
ber. The number follows the o.
lfwe XXXX, This extension is forwarded to another exten-
sion. The forward to extension appears after the code.
lclac, This indicates the extension screened the call and ac-
cepted it.
0clrj, This indicates the extension screened the call and re-
jected it. The remaining log line will indicate where the
caller went after being rejected.
lDi, This indicates theat the caller entered the Company Di-
rectory feature. A normal call transfer line should appear
Appendix A-2Issue 1, April 1992 
						

							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, etc.
The general message taker is indicated in the log with the Mi
code. After the Mi code you will see the mailbox number the caller
is being sent to. Like Auto Attendant, invalid mailbox numbers are
preceded with a # sign. (Unless the person is going to do mailbox
maintenance then the caller will probably leave a message. This
is indicated by the nm code followed by the message length in
HH:MM:SS. nm stands for new message.)
The mailbox maintenance is indicated in the log with the Mm
code. After the Mm code you will see the mailbox number of the
person in the maintenance mode.
Other codes associated with Voice Messaging are:
0nm, indicates a new message was left for the mailbox.
This is usually preceded by a 1 or 2 digit code that indi-
cates why Voice Messaging stopped recording. After the
nm, the length of the message in H:MM:SS format.
lm, This message was too short so it was not recorded.
This is a programmable feature and the default is 2 sec-
onds.
lkX, where X is O-9,*$. This indicates that Voice Messag-
ing detected a DTMF key while it was recording and that is
why it stopped. The actual key that was detected is after
the k.C. MENU ROUTING
lx, Indicates that the time out was expired. While recording
this message for a mailbox, the maximum length for a mes-
sage was reached.
lfm, This mailbox was forwarded to another mailbox.
lfmn, This mailbox was forwarded to a menu. The menu
name will appear after the fmn.
lfe, This indicates that the mailbox was forwarded to an ex-
tension. The extension number will appear after the fe.
0L, Indicates that the event handler used message wait
lamps to notify the mailbox owner of a new message.
0N, Indicates that the event handler utilized notification to
notify the mailbox owner of a new message.
aV, This indicates that the event handler was used. The
event handler is used for notification, message waiting
lamps, and outside calls.
Menu Routing uses two basic log lines with descriptive names af-
ter the initial code. The log information is as follows:
lB XXXX, Indicates that a caller reached Menu Routing
Issue 1, April 1992Appendix A-3 
						

							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 Voice Messaging (start key)
Disb 
- Disable key
lnvd 
- Invalid key
Appendix A-4Issue 1, April 1992 
						

							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: bad
handle)FILES parameter in 
Conflg.sys is set to low, increase to 30.
Error: 
Starplus AVPDrv- Cannot find Starplus AVP.RUN (3: no de-
fault)A 
Starplus AVP.Run file has not been specified under Initiate
Channels in Maint or the line has not been assigned and there is
no default.Error: 
Starplus AVPDrv- Message data unknown (&mssg-data&)from 
(&mssg-from&)Internal 
Starplus AVP error. Please call tech-support for assis-
tance.Error: 
Starplus AVPDrv- Message source unknown
(&mssg-from&)Internal 
Starplus AVP error. Please call tech support for assis-
tance.
Error: 
Starplus AVPDrv- Bad message return after Answer=2
Internal 
Starplus AVP error. Please call tech-support for assis-
tance.
Error: 
Starplus AVPDrv- Message source unknown
(&mssg-from&)Internal 
Starplus AVP error. Please call tech-support for assis-
tance.
Error: 
Starplus AVPDrv- Message data unknown (&mssg-data&)from 
(&mssg-from&) - Above messages relate to systems with In-
tegration.
Internal 
Starplus AVP error. Please call tech support for
assistance.
Error: 
Starplus AVPDrv- AutoLoad Menu (MENU-NAME) does
not exist.
The menu specified to run on this line was not found. Also make
sure Config.Sys files is large enough.
Issue 1, April 1992Appendix B-l 
						

							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 Maint sending mssg to PBXcontrol‘
Error sending to the PBXcontrol partition
Error: Mbox Maint- opening F file (FILENAME).
The above message occurs when mbox owner is retrieving mssgs
and 
Starplus AVP could not open the files. Probably FILES in Con-fig.sys not big enough.
Error: Mbox Maint- opening receipt file &receipt-file&
The above message occurs when mbox owner is retrieving mssgs
and 
Starplus AVP could not open the files. Probably FILES in Con-figsys not big enough.
Error: Mbox Maint- opening scratch file for receipt.
The above message occurs when mbox owner is retrieving mssgs
and 
Starplus AVP could not open the files. Probably FILES in Con-
figsys not big enough.
Error: Fax- file handle (HANDLE) when creating print job
Mailbox maint could not create a fax job for printing. Either 
Con-
fig.Sys problem or file name already exist.
Error: Mbox Maint- (MBOX#) not opened to send to list
This mailbox is already in use.
Error: 
Fnc-Lib- error sending mssg to PBXcontrol
Could not send to partition PBXcontrol. That partition may be
closed down.
Error: 
Fnc-Lib- Bad fhandle when opening(DL-NUM).Could not open file; Config.sys or disk error.
ERROR STATEMENTS FOR 
STARPLUS AVP MODULES
Error: Menu Routing- cannot find menu (MENU-NAME).
Starplus AVP tried to load a menu that does not exist. This is
either because an Initiate Channel was set to load a menu and
the menu was erased or a 
mbox/ext was forwarded to an nonex-
istent menu.
Error: Voice Messaging- Mailbox (MBOX#) full with 
(MSG-NUM).Not really an error. Means the mailbox is full of messages.
Appendix B-2Issue 1, April 1992