Lucent Technologies 107970212 Troubleshooting 6

Troubleshooting 6

When You Need Help

If you have a problem with your system, you may be able to solve it yourself by

following the appropriate troubleshooting procedures described in this chapter.

If not, you can call for help: in the continental U.S., call the Technical Service

Center at 1 800 628-2888; outside the continental U.S., call your Lucent

Technologies Representative or local Authorized Dealer.

The following sections describe various difficulties that might occur, possible

causes for the difficulty, and procedures you can follow to try to solve the

problem.

6-1

Contents

Main Copyright 1997 Lucent Technologies 585-322-521 All Rights Reserved Comcode 107970212 Printed in USA Issue 1 March 1997 Notice Your Responsibility for Your Systems Security Federal Communications Commission Statement Important Safety Instructions SAVE THESE INSTRUCTIONS About This Guide 1 2 4 3 5 System Management C 6 Specifications Page Figures 1 2 3 5 About This Guide Purpose Terminology Key Sequences How to Use This Guide Product Safety Statements How to Comment on This Guide Reference Materials Overview Tutor Feature Languages Voice Messaging Services Security Overview Page Tutor Feature Languages Voice Messaging Services Overview PARTNER MAIL VS Voice Messaging System 1-5 VMS Coverage Manual Coverage opens. Page Communications System Features Affecting Page Transfer Return Extension Automated Attendant Service Scenarios Music On Hold Communications System Features Affecting Call Answer Service VMS Extension Coverage Page Mailboxes Guest Mailboxes Security System Security Guidelines Security Policy and User Education Page Page Installation 2 Before You Start Installing the PARTNER MAIL VS Module Page Installation 5-Slot Carrier 2-4 2-port 4-port Page Page Understanding Programming 3 Communications System Programming Voice Messaging System Programming Understanding Programming 3 Communications System Planning Forms Using System Programming The Programming Overlays Programming Mode Voice Messaging System Planning Forms Using System Programming The Programming Main Menu Accessing the Programming Main Menu Programming Guidelines Initial Programming 4 Voice Mail System Configurations Initial Communications System Setup Voice Messaging System Programming Communications System Programming Verifying System Operation Initial Programming 4 Overview Voice Mail System Configurations Upgrading Your Voice Mail System Initial Communications System Setup VMS Hunt Group Extensions Transfer Return Extensions Outgoing Call Restriction Page Voice Messaging System Page Menu Definition, Day Menu Prompt, and Announcements Page Night Menu Prompt Menu Definition, Day Menu Prompts, and Announcements Page Night Menu Prompt Page Deleting a Mailbox Creating a Mailbox Modifying a Mailboxs Language Assigning Outcalling Privileges Line Ownership Assigning Line Ownership Communications System Automatic Extension Privacy Night Service Music On Hold Disallowed Phone Numbers Creating a Disallowed Phone Number List Assigning the Disallowed Phone Number List Allowed Phone Numbers Creating an Allowed Phone Number List Assigning the Allowed Phone Number List Page Line Coverage Extension Automatic VMS Cover VMS Cover Rings Telephone Button Programming VMS Cover Page Voice Mail Messages Verifying System Operation Day Menu Night Menu VMS Extension Coverage Line Coverage Extension System Management General Information Modifying Mailboxes Telephone Button Programming System Management 5 General Information Changing Your Password Training Co-Workers Outcalling Page Using the Tutor Feature Receptionists Responsibilities Group Calling Tips Language Modifying the Language Mode Playing the System Language Modifying the System Language Page Playing the Primary Language Modifying the Primary Language Playing the Secondary Language Modifying the Secondary Language Page Automated Attendant Service System Management Programming Main Menu (Press 9) Automated Attendant (Press 3) Figure 5-2 Automated Attendant Service Menu 5-19 Menu Definition, Prompt, and Announcements Page Other Options Playing the Menu Definition and Announcements Playing the Day or Night Menu Prompt Modifying the Menu Definition, Day Menu Prompt, and Announcements Page Modifying the Night Menu Prompt Playing the Menu Definition and Announcements Playing the Day and Night Menu Prompts in the Primary and Secondary Languages Page Modifying the Menu Definition, Day Menu Prompts, and Announcements Page Modifying the Night Menu Prompts Page Page Automatic Extension Privacy Modifying Mailboxes Page Page Hardware Considerations Guest Mailboxes Page Checking a Mailboxs Status Deleting a Mailbox Page Creating a Mailbox Reinitializing a Password Reinitializing a Mailbox Playing a Mailboxs Language Modifying a Mailboxs Language Administering Outcalling for a Mailbox Page Automatic VMS Cover VMS Cover Rings Line Coverage Page Scanning Line Ownership Assigning Line Ownership Modifying Line Ownership Deleting Line Ownership Page Extension Line Coverage Telephone Button Programming VMS Cover Page Voice Mail Messages Troubleshooting When You Need Help 6-i Troubleshooting 6 When You Need Help Automated Attendant Service Outside Callers Hear Ringing, but System Does Not Answer Page System Does Not Transfer Calls Properly System Does Not Respond to Entered Digits Unanswered Transferred Calls Ring Continually Call Answer Service Voice Mail Service Subscriber Unable to Log In to Voice Mail Date or Time in Message Headers Is Incorrect Subscriber Cannot Forward Messages to Another Subscriber Subscribers Hear Busy Signal When Calling In to Voice Mail Message Light Does Not Turn Off Outcalling Is Delayed Outcalling to a Digital Pager Is Not Working Outcalling to a Telephone Is Not Working Language Cannot Switch Between Primary and Secondary Languages Cannot Understand Language Prompts Specifications A Page Page Page FCC Information B Federal Communications Commission (FCC) Interference Information FCC Notification and Repair Information IC Notification and Repair Information Renseignements sur la notification du ministre des Communications du Canada et la rparation Warranty Information C Repair Information In-Warranty Repairs Post-Warranty Repairs Lucent Technologies Warranty and Limitation of Liability Limitation of Liability Voice Messaging System Planning Forms D How To Use the Forms Form 1: Language Page or Announcement # Programming the Menu Form 3A: Automated Attendant Announcement Form 3B: Automated Attendant AnnouncementSecondary Language Page Form 4A: Day Menu PromptSecondary Language Required for Bilingual Mode only if VMS Hunt Schedule is set to Day Only or Always Page Form 5A: Night Menu PromptSecondary Language Required for Bilingual Mode only if VMS Hunt Schedule is set to Night Only or Always Form 6: Line Ownership Required if VMS Line Coverage exists for one or more lines Line # Line Owner (Subscriber Name) Telephone Number Programming Line Ownership E How To Use the Forms Page For additional instructions, see pages 3 and 4. 1 of 3 Identify Telephone 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 Identify Auxiliary Equipment ldentify Telephone Identify Auxiliary Equipment 28 29 30 31 32 33 34 35 36 37 38 39 40 41 Page 1 of 2 34 35 36 37 38 39 40 41 Intercom Intercom Ext. Form C2: Intercom Autodialer Page Form C4: PARTNER-6 Phone 4 of 8 IntercomIntercom Form C5: MLS-34D Phone 5 of 8 6 of 8 Form C6: MLS-18D Phone Form C7: MLS-12/12D Phone 7 of 8 Form C8: MLS-6 Phone 8 of 8 Disallowed Phone Number Lists {#404} Allowed Phone Number Lists {#407} Emergency Phone Number List {#406} External Hotline {#311} Forced Account Code List {#409} Form E: System Speed Dial Numbers 1 of 1 # ] + 3-digit code. On standard phones, press [ Feature Page For additional instructions, see page 3. 3 of 3 For additional instructions, see page 4. 1 of 4 For-additional instructions, see page 5. 2 of 4 Required for PARTNER II System extensions 34 through 57. Identify Auxiliary Equipment Identify Telephone 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 Page Page 1 of 2 Form B2: Customized Extension Setting Intercom Ext. Form C2: Intercom Autodialer Form C3: PARTNER-18 Phone Form C4: PARTNER-6 Phone 4 of 8 Form C5: MLS-34D Phone 5 of 8 Form C6: MLS-18 Phone 6 of 8 IntercomIntercom Form C7: MLS-12 Phone 7 of 8 Form C8: MLS-6 Phone 8 of 8 Disallowed Phone Number Lists {#404} Allowed Phone Number Lists {#407} Emergency Phone Number List {#406} External Hotline {#311} Forced Account Code List {#409} Form E: System Speed Dial Number 1 of 1 # ] + 3-digit code. On standard phones, press [ Feat Case Studies F Purpose Case Study #1 About the Customer Page Filling Out the Planning Forms CS Form A, Page 1 of 2 CS Form A, Page 2 of 2 CS Form B1, Page 1 of 3 CS Form B2, Page 1 of 2 CS Form C3, PARTNER-18 Phone CS Form C7, MLS-12 Phone VMS Form 1 VMS Form 2 VMS Form 3 VMS Form 3A VMS Form 4 VMS Form 5 Post-Installation Recommendations Page Form A: System Configuration Form A: System Configuration For additional instructions, see pages 3 and 4. 1 of 3 Page Page Page Form C7: MLS-12/12D Phone 7 or 8 Outcalling Page Form 3A: Automated Attendant Announcement Page Page Case Study #2 About the Customer Filling Out the Planning Forms CS Form A, Page 1 of 3 CS Form A, Page 2 of 3 CS Form B1, Page 1 of 3 CS Form B2, Page 1 of 2 CS Form C1, PARTNER-34D Phone CS Form C3, PARTNER-18 Phone VMS Form 1 VMS Form 2 VMS Form 3 VMS Form 4 VMS Form 4A VMS Form 5 VMS Form 5A Post-Installation Recommendations Page Page Form A: System Configuration For additional instructions, see page 3. Page Page Intercom Intercom Ext. Page Page Form 1: Language Language Assigned Mailbox Subscriber Name Outcalling Page Page Form 4A: Day Menu PromptSecondary Language Required for Bilingual Mode only if VMS Hunt Schedule is set to Day Only or Always Page Form 5A: Night Menu PromptSecondary Language Required for Bilingual Mode only if VMS Hunt Schedule is set to Night Only or Always Glossary B GL-1 C G H GL-2 I L M N GL-3 O P T V GL-4 Index B IN-1 C F G IN-2 H I K P IN-3 R S T Call Voice Mail Service (Press 7 7 7 ) Enter Login (Press 9 9 # ) Enter Mailbox Password (Press 1 2 3 4 for factory default and #) Select Programming Main Menu (Press 9) C2V3 BC V4V17 V5 V18 V11 V21 V4V22 V5 C3 Page PARTNER MAIL VS System Programming Reference To Program the PARTNER MAIL VS System V14 Language Automated Attendant Automated Attendant V1 To Program the PARTNER MAIL VS System Automated Attendant Automated Attendant Automated Attendant V11 V5 V15 PARTNER MAIL VS System Programming Reference To Program The PARTNER MAIL VS System Automated Attendant Mailboxes Line Ownership V16 V23 V17 V24 V7V18 C7 C1 C3 C8 C2 C4 C13 C11 C14 C12