NEC UNIVERGE UM8500, Integration Manual

Page: 27 / 352

A
VAYA
D82
17
Troubleshooting
If one of the problems listed below is encountered, try the corrective actions listed
for the problem. If these actions do not correct the problem, or if the problem is
not described here, contact Technical Support.
Problems Corrective actions
Calls to the messaging system do
not connect.
Calls to the messaging system
connect, but no prompts play.
Callers entering an extension are
always answered with the opening
greeting instead of the personal
greeting.
Calls are not integrating with the
phone system.
Easy message access is not
functioning: subscribers access their
mailboxes and hear the opening
greeting instead of personal options.
Calls are forwarded to the opening
greeting instead of a subscriber’s
mailbox. Perform the following for the problems listed:
●
Confirm that expansion boards are firmly seated in the computer
expansion slots, and that each board is properly configured. See “Installing
or reseating voice boards” in the appendix titled “Adding or changing voice
boards” in the
Installation Guide .
●
See the Installation Guide and check the voice board settings. Confirm that
easy message access is set up correctly.
●
Confirm that the PBX station interface cables between the systems are
connected and functioning correctly. Try testing each cable or replacing
each with a different cable.
●
Confirm that the correct phone system model is set up on the messaging
system. On the UM8500 Administrator, select
Switch
and confirm that the
correct phone system manufacturer and model type are displayed.
●
To get stable caller information:
●
In the integration file, modify the value of the “StableDisplayPause” key
in the
Configuration
section. The value is specified in milliseconds.
Initially increase it by 100 ms, then restart
the messaging system
.
●
In the integration file, modify the value of the “CallInfoTimeout” key.
The default value is 5000 ms.
Callers are asked to hold or
complain that they are on hold for
too long when calling an extension
that is using “Do not disturb” mode. Typically this happens because the messaging system is set up to use the
await-answer transfer type and call holding for that extension. Call holding
must be turned off when using the “Do not disturb” mode on the phone.
The phone system cabinet that
contains the voice messaging
station cards sporadically resets
itself. The phone system might be overloaded due to an increase in polling traffic
between the D/82 boards and the system. Spread out the load by distributing
the voice messaging extensions among multiple station cards on the phone
system. For example, distribute three or fewer voice messaging extensions per
station card.
Subscriber’s phones are not
forwarding calls on ring-no-answer
or on busy. Confirm that the subscriber’s phone is set up on the phone system to forward
calls to the voice messaging hunt group pilot number on ring-no-answer and on
busy.
Subscriber message waiting
indication fails.
Message waiting indicators are not
activated after messages are left.
Message waiting indicators are not
turned off after messages are
retrieved. Perform the following for the problems listed:
●
On the UM8500 Administrator, on the Ports page verify that at least one of
the voice messaging ports is set for MWI dialout.
●
On the UM8500 Administrator, confirm that MWI is enabled for the
subscriber.
Await-answer calls are released
before the personal greeting is
played.
See “
To run the Learn Tones utility
”
on page 340
.