WIN Series Trouble Shooting Guide
2
To make it easier to identify and correct possible problems that might occur, we have taken
some of the malfunctions or mistakes and separated them into the four categories listed
below. In chapter 5, Malfunctions: Symptoms and Corrective Actions, we have listed some
malfunctions that might occur, their symptoms and some corrective actions that should be
taken.
1.
Hardware/PC malfunctions: These are problems that usually affect the
overall performance of the WIN system or one or more voice ports.
2.
Voicemail feature malfunctions: These are problems that may affect one or
more mailboxes and are related to the recording and/or handling of messages,
new message notification, etc.
3.
Auto Attendant feature malfunctions: These are problems that may affect one
or more extensions and are related to call routing, transferring callers,
busy/no answer call progress, etc.
4.
PBX integration malfunctions: These are problems that affect the operation
of the WIN system when it is integrated with a PBX. This includes Serial
integration, Digital In-band and In-band DTMF integration.
In some cases the problem may appear to overlap into more than one category. Try to choose
one that best fits the particular problem.
3. Testing the Voice Line Card Ports
As discussed in the previous chapter, each port on the VLC's acts just like a single line
telephone when performing various functions such as transferring calls, lighting message
waiting lights, etc..
NOTE: When the WIN is connected to SL1, Norstar, NEC and Mitel
PBX's with digital set integration each port functions like a digital set.
With this in
mind, it is a very simple procedure to test the ports by connecting a telephone test set (butt
set) or a standard single line phone directly to the extension that would be connected to the
WIN ports and attempt to perform the functions manually. For instance, if there is a problem
transferring calls, try to transfer a call manually. If you still have a problem, then it is with
the PBX. Using this method, you can virtually eliminate the Voicemail system as the cause
of the problem and concentrate on the PBX side. This is also very useful when setting up the
system with a new PBX that DSSI has not already configured a telephone system type for.
By using a telephone test set in the "Monitor" mode, you can also test the overall
performance of the system and determine if the ports are functioning properly. Connect the
test set to the port you wish to test and leave the set in the monitor only mode. Now you can
call the port and perform various tests while listening to the test set. For example, when the
port is called the test set should ring simultaneously. You should hear the WIN answer and
play the appropriate greeting.
If you dial a valid extension number, you should be able to hear the hook flash, dial tone, the
DTMF digits being dialed, and then the call progress of the PBX (busy, ring, etc.). This
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