AT&T 999-501-149 system manual System Errors, What They Mean, What to do

System Errors

	While CMS is managing calls, messages beginning with		SYSERR may appear
	on the error line of a status screen and also on the Events Log screen.
WHAT THEY MEAN	A SYSERR usually indicates that a CMS file has been damaged. (For
	example, a user may have accidentally deleted a CMS file, or a power surge
	may have damaged one. ) A SYSERR does not necessarily mean that CMS
	has stopped managing calls. For example, if the only SYSERR you receive is
		SYSERR—Possible Help File Damage. Reinstall CMS.
	you will not be able to use the Help screens, but CMS is probably still
	managing calls correctly.
WHAT TO DO	If you receive a SYSERR message on a status screen or on the Events Log
	screen, try the following if CMS is still managing calls:
	Study the CMS screens to determine if CMS is still managing calls correctly.
	If you are not sure, call one of your CMS lines.
	●	Does the System Status screen add your call to the Call Waiting column
		soon after you hear ringing?
	●	Is your call answered by an agent in the appropriate	split?
	●	Does the System Status screen show an agent’s status	change from
		Available to ACD?

If CMS is still managing calls correctly, you do not have to shut the system down. You should check CMS periodically, however, just in case other problems develop. If the Events Log screen shows additional system errors, print a copy of the Events Log screen by pressing [ ^ ] - [ Prt Sc ] .

1If CMS has stopped managing calls: Try to view the Events Log screen to see what sequence of error messages was generated.

2Reboot the PC by pressing the reset button below the disk drives on the front of the PC or by turning the PC off and then on again.

3Try to restart CMS.

●If CMS restarts, check to see if it is managing calls correctly.

●If CMS is managing calls correctly, check CMS periodically for a reoccurrence of the problem.

4If CMS does not restart, or if you get the same SYSERR again, you have to reinstall the CMS software. See “Step 3: Installing Your Hardware” and “Step 4: Installing Your Software” in the MERLIN II Communications System Installation and Getting Started Guide.

5If CMS continues to have problems after you reinstall the software, call the CMS Hotline: 1-800-628-2888. Be sure to have handy a list of the system errors generated by the problem.

6See “Managing Calls if CMS is Disabled” at the end of this section of the manual.

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