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Lucent Technologies 5 manual Callers Getting Incorrect Response From Voice Mail

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MERLIN LEGEND Communications System Release 5.0	Issue 1
System Manager’s Guide 555-650-118	June 1997
8 Troubleshooting the System
Callers Getting Incorrect Response from Voice Mail	Page 8-19

■If the power light is on and voice mail works for other extensions, call the Lucent Technologies Helpline at 1 800 628-2888 (consultation charges may apply).

Callers Getting Incorrect Response	8
from Voice Mail

Outside callers who reach the system may get the wrong response when the voice mail system answers calls. They may hear an off-hours message during business hours, for example.

NOTE:

Be sure to change the system time appropriately when Daylight Savings Time starts and when it ends. System time affects the functioning of several system features, including Automatic Backup, Night Service, Station Message Detail Recording (SMDR) reports, standalone auto attendant systems, voice mail, and Reminder Service.

Possible Cause 1: The system time may be set incorrectly.

What to do: Check the time at the system programming console or another MLX display telephone. If the time is correct, go to Possible Cause 2.

Possible Cause 2: If the system uses the Night Service feature and has more than one operator console, one of the consoles may not have the Night Service button activated.

What to do: Check that the green light next to the Night Service button at each operator’s console is on.

■If a green light is off, then Night Service is not activated; press the button to activate Night Service. Make a call to see if you get the correct voice mail greeting. If you do, you have solved the problem.

■If each green light is on, then Night Service is activated for that operator’s console. Go to Possible Cause 3.

Possible Cause 3: The time settings for the voice mail system do not match the system date and time.

What to do: Follow the instructions in your voice mail system documentation to check that the settings match the system. If the settings are correct or if it is a Lucent Technologies voice mail system, call the Lucent Technologies Helpline at 1 800 628-2888 (consultation charges may apply).

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Lucent Technologies 5 manual Callers Getting Incorrect Response From Voice Mail

Contents

Merlin Legend Your Responsibility for Your System’s Security Contents System Components Learning More About Telecommunications Index June Important Safety Instructions Issue Coverage Timers Programmed for Individual Extensions Night Service with Coverage ControlRelease 4.1 Enhancements Forward on Busy Night Service Group Line AssignmentRelease 4.2 Enhancements Merlin Legend Reporter Computer Telephony Integration CTI Maintenance Enhancements Change to Permanent Error AlarmRelease 5.0 Enhancements Enhanced Extension Information ReportScreen Pop Basic Call ControlHotLine Feature Delay Announcement Devices Group Calling EnhancementsMost Idle Hunt Type Enhanced Calls-in-Queue Alarm Thresholds MLX-5 and MLX-5D Telephones Release 3.1 Enhancements Call Restriction Checking for Star CodesTrunk-to-Trunk Transfer Set for Each Extension Default Facility Restriction Level FRL for VMI Ports Programmable Second Dial Tone TimerDefault Pool Dial-Out Code Restriction for All Extensions Default Outward Restrictions for VMI PortsRelease 4.0 Enhancements Default for the Default Local TableDownloadable Firmware for NI-BRI Modules Support for T1 Switched Digital Data TransmissionForwarding Delay Option 016 Tip/Ring ModuleSingle-Line Telephone Enhancements Seven-Digit Password for SPMVoice Announce on Queued Call Console QCC Time-Based Option for Overflow on Calling GroupMerlin Legend Communications System Release Intended Audience How to Use This BookTerms and Conventions Used Lines, Trunks, and FacilitiesOld New Example Purpose Product Safety LabelsSecurity Typographical ConventionsTelephone User Support Related DocumentsDocument No Title System DocumentsHow to Comment on This Book Miscellaneous User SupportDocumentation for Qualified Technicians Overview Read This FirstUsing This Guide Related Guides Your Role as System ManagerSystem Manager Responsibilities System Planning FormsProgramming as described in ‘Backing‘ Up the System’’ on Upgrading the SystemEnvironmental Requirements About the System Background Local Loop Telephone Company Central Office Customer PremisesTelephone Network Telephone EquipmentIssue Evolution of Switches Switching EquipmentEvolution of Switches Switching Office Hierarchy Switching MethodsSystem Overview Issue System Overview Incoming Trunks Incoming Trunks Issue Modes of Operation About the System Modes of Operation On next Components2 Key Mode Hybrid/PBX Mode Behind Switch ModeIssue System Components GS/LS-MLX Module Line/Trunk and Extension ModulesApplications2 FeaturesApplications Applications System Capacities Programming the SystemAuxiliary Components June 10. Auxiliary System Components Data Communications Capabilities Merlin Legend Communications System Release Carriers Control UnitProcessor Module Processor Module Pcmcia Memory CardPower Supply Module Power Supply ModuleExtension Jacks Modules Supporting Extensions016, 012, and 008 OPT Modules Touch-Tone ReceiversPower-Failure Transfer Telephones Modules Supporting Lines/Trunks100D Module Issue Issue Summary Line/Trunk and Extension Modules Supports See ‘100D ‘ BRI MLX Telephones TelephonesIssue MLX-28D Telephone MLX-28DMLX-20L Telephone MLX-16DP MLX-10D Telephone MLX-10DMLX-10 Volume Control Fixed-Feature Buttons User Cards and TrayMLX-5 Direct Station Selector 10. Direct Station Selector Telephone Requires two analog multiline extension jacks Analog Multiline TelephonesAnalog Multiline Telephones Model Description Analog multiline phone, fax machine, and copierSingle-Line Telephones Line Buttons on Multiline TelephonesSingle-Line Telephones Model Description Key Mode Line Buttons Line Buttons in Hybrid/PBX Mode Switch Mode, see ‘Modes‘ of Operation’’ on Line Buttons and Special Considerations Behind Switch ModeOperator Consoles Maximum Queued Call ConsolesQCC Buttons Maximum Number of System Operator PositionsIssue MLX DLC Direct-Line ConsolesSystem Adapters AdaptersTelephone Adapters Multi-Function ModuleAdapters described below connect adjuncts to telephones Adjuncts General Purpose AdapterSystem Adjuncts Date Time Called Number Station Message Detail Recording PrinterFax Machines System Programming and Maintenance PCLoudspeaker Paging Systems Dial DictationTelephone Adjuncts Delay AnnouncementsHeadsets Door PhoneOne-Touch Operation MLX and Analog Multiline Telephones Message-Waiting IndicatorHeadpieces Manual Operation Analog Multiline Telephones OnlyData Communications Adjuncts Additional Telephone AdjunctsPassive Bus Videoconferencing SystemsIs a summary of the adjuncts Ascend Pipeline 25-Px Access DeviceAscend Pipeline 25-Px Alerts ACAlerts DC Answer/Record MachineDirect Station Selector DSS Group Calling DelayHeadsets and Adapters Dial DictationPower Accessories Power-Related HardwareProtection Accessories System Auxiliary PowerBattery Backup Power Telephone Power Units146A and 147A Surge Protectors System AlarmsIn-Range Out-of-Building Protection Off-Premises Range ExtenderPower-Failure Transfer Telephone Trouble AlarmPower-Failure Alarm Power-Failure did Busy-OutJune Features Features and ApplicationsFeature Finders Issue Basic Calling and Answering Feature Finder Basic Calling and Answering Type Considerations Feature Name AnsweringAnswering calls Conferencing and joining Calls Basic Calling TypeDialing and calling T1 Switched Service Automatic Route Selection Night ServiceAuthorization Codes Long-distance service Primary Rate InterfacePutting a call on hold PagingTransferring calls Using the system from an Outside phoneFor more information, see ‘Covering‘ Calls’’ on Covering Calls and Having Calls CoveredCovering others’ calls Feature Finder Covering Calls and Having Calls CoveredConsiderations Feature Name Calls Covered Covering Calls and Having TypeHave all your calls covered By a co-worker Have your calls ring UserCNT used for Coverage Immediately at your Reference Calling Privileges and RestrictionsSee System Feature Finder Calling Privileges and Restrictions TypeConsiderations Feature Name Restrictions Preventing people from Making callsAllow people to use their General Night Service Calls outside normal Business hoursCalling Privileges Type Allowing callsCustomizing Phones Considerations Feature Name Feature Finder Customizing Phones TypeMessaging Feature Finder Messaging Type Leaving messagesReceiving messages Labeling Messaging Type Prog Considerations Feature NameSetting up messaging Change the posted GenerTimekeeping System Manager’s Functions and FeaturesFeature Finder Timekeeping Type Considerations FeatureGroup activities Feature Finder System Manager’s Functions and FeaturesConsiderations Feature Name Functions and Features System Manager’s TypeSpeaker button Lines, line buttons Fixed-feature buttonsLines, line buttons, fixed-feature butto MaintenanceConference buttons to Numbering lines and extensions See also SYS items in -1 on System Manager’s Functions and Features TypeSwitchhook, Recall, or Flash button For noisy places turn off UserPrevent DLC operators Opera ReportsSecurity Change voice messaging User Often Mgr Detail Recording See that the systemProgramming is backed up Mgr Special Operator and Supervisor Features Set others’ phones to ring at Operator Considerations Feature Name Supervisor FeaturesDLC operators only Reminder Service Certain time as a Calls-In-Queue AlarmSpecial Operator Type Covering Calls Feature DescriptionsForward and Follow Me Sharing LinesCoverage PickupOptions, see ‘Changing‘ Coverage Delay Options’’ on Coverage Inside off, only Selective Coverage Features Description CommentsDirect Voice Mail Summarizes coverage control options for sendersIssue 10 illustrates the various ways that calls can be covered Feature Covered by Description Example Calling Restrictions Information, see ‘Authorization‘Codes’’ on Outward and Toll Restrictions Allowed/Disallowed Lists, see , ‘Managing‘ the System’’ Allowed/Disallowed ListsNight Service with Outward Restriction Pool Dial-Out Code RestrictionFacility Restriction Levels FRLs Only Yes Authorization Codes Security Dialing Features Calling Groups Group FeaturesNight Service Groups See ‘Night‘ Service with Outward Restriction’’ on Data Communications Other GroupsRemote Access Account Codes Automatic Route Selection ARSBarrier codes Applications4 System Management Features‘Modules‘ Supporting Lines/Trunks’’ on Summary of ApplicationsApplications Link Standalone Call Answering and Voice Mail Packages Category and Name Key H/PBX BS DescriptionStandalone Programming Standalone Call Accounting and Management ApplicationsTelephone Company Services Integrated PackageMulti-use Telephone See ‘Calling‘ Restrictions’’ on Voice Messaging SystemsService or 13. Voice Messaging SystemsApplication Description Power Fax Issue Issue Putting the System to Work Scenario 1 a Small Office Staff NeedsMedical Office Needs Staff Member Staff Member Needs Medical Office Floor Plan System DescriptionIssue Scenario 2 a Professional Office Merlin Legend Communications System Release Law Firm Floor Plan Executive Staff Describes the needs of the executive staffExecutive Staff Needs Staff Member Secretarial Staff Describes the needs of the secretarial staffSecretarial Staff Needs Staff Member Administrative/Support Staff Describes the needs of the administrative/support staffAdministrative/Support Staff Needs Staff Member Other Needs Describes some of the miscellaneous needs of the officeOther Needs Extension Partners use the Authorization Codes feature see the section Equipment Illustrates the equipment Law Firm Equipment Call Coverage and Call-HandlingLaw Firm Call Coverage and Call-Handling Staff Member Needs Feature/ApplicationStaff Member Needs Feature/Application Staff Member Needs Feature/Application Law Firm Call Coverage Calling Restrictions Illustrates the locations and staffing Scenario 3 a Dual-Location CompanyDual-Location Company Floor Plans General Needs ConnectivityCost-Effective Calling Customer Service Toll Fraud and Calling RestrictionsWork Group Needs Work Group Needs Individual Needs Describes the individual needs of certain staff membersIndividual Needs Staff Members General Merlin Legend Communications System Release Work Groups Merlin Legend Communications System Release Individuals Optimizing Your System Desktop VideoconferencingGroup Videoconferencing CTI Computer Telephony Integration Link CTI Link Overview Intuity Conversant System RequirementsCaller ID PassageWay Direct Connection SolutionIssue Managing the System Using the Task Descriptions Select Start Using the Programming ProceduresUsing Detailed Procedures Additional InformationConsole/Display Instructions Additional Information Using Summary Programming ProceduresTypes of Programming Introduction to System ProgrammingInformation Screens Programming ScreensYour system information appears in place Screen title and More indicator Prompt OptionsMenu Selection Screens Data Entry ScreensSelected Option Prompt Extension entered System Programming MenuSystem Programming Menu Options Description Saving Entries and Moving among ScreensScreen Keys Display/Key Function Display/Key Function Idle StatesHear a dial tone Idle States Description ProceduresIdentify extensions with voice signal Single-line telephone users do notProgramming from the Console Forced Idle Reminder TonesSystem Programming Console There are two types of console buttons Console ButtonsConsole Overlay DSS Lights Access to System ProgrammingConsole and DSS Lights Console LightsDisplay the System Programming menu Display the Menu Mode main menu screenExiting System Programming Select System ProgrammingProgramming from a PC with SPM MenuHome See of System Programming If you installed SPM on the hard disk of the PC, go to StepTypes of PC Connections With a Direct Local ConnectionPress any key to display the SPM Main Menu shown below Appears on the screenTo display the SPM Welcome screen shown below XX = current version of SPMModem Connections With a Local or Remote Modem ConnectionPassword does not display when you type it Starting Centralized Telephone Programming Centralized Telephone ProgrammingGo to the second screen of the System Programming menu Press MoreSelect Centralized Programming Guidelines for Programming Extensions Select Program Extension Xxxx = extension entered in Step Select the line button where you want to assign the featureSpecify the extension you want to program Save your entry Select EnterProgram the features Copying Feature and SA/ICOM ButtonsTelephones Feature Only Features That Can Be Copied All Telephones AnalogFeatures That Can Be Copied Direct-Line Consoles Only Xxxx = extension entered in Step Dial or type nnnn Select Copy ExtensionSave your entry Select Enter Dial or type nnnnSelect Enter Copying Line/Trunk Button AssignmentsReturn to the Centralized Programming menu Select ExitUsing Reports Did Printing System Programming Reports Printing Smdr ReportsMore → Print →Select report → Exit PC Procedures To print trunk informationTo print extension information To print all other reportsValid Entries Setting System Date and/or TimeTask List Setting System Date and/or Time Planning GuidelinesPC Procedure Backing Up the SystemProgramming Instructions Adding an Extension Use this procedure to add an extension to the systemTask List Adding an Extension Moving an Extension Use this procedure to move an extension in your systemUse this procedure to remove an extension Removing an ExtensionTask List Moving an Extension Task List Removing an Extension Programming Instructions Assigning a HotLine Extension Console Procedure Extensions→More→More→HotLine→Dial ext Changing Calling RestrictionsTask List Assigning a HotLine Extension Unrestricted, Outward-restricted, Toll-restricted Select restriction → Enter → Exit Console ProcedureChanging Trunk-to-Trunk Transfer StatusLED On/Off or Dial ext. no. → Enter → Exit → Exit Task List Changing Trunk-to-Trunk Transfer StatusoChanging Coverage Delay Options Factory Timer Setting Range Description Ring Delays Affecting CoverageFactory Timer Setting Range Description QCC queue Unassigned Unavailable or Immediate Available Group Cover AvailableButtons only or Unavailable or Group Cover Unassigned Buttons Unavailable or AvailablePlanning Guidelines Task List Changing Coverage Ring DelaysProgrammed for Delay Ring Change the delay for Primary Cover buttonsProgrammed for Delay Ring change the additional delay Change the delay for Secondary Cover buttonsAdding/Removing a Line MLX-20L Adding a DLC Operator PositionTask List Adding a DLC Operator Position Merlin Legend Communications System Release Adding a QCC Operator Position Operator Features, and 5d, Queued Call Console QCC Task List Adding a QCC Operator Position11. Maximum Number of Operator Positions Programming Instructions Adding Operator Features Task List Adding Operator Features For Music On Hold Connecting Auxiliary EquipmentFor the number of seconds 0 to 30 seconds For Maintenance AlarmsFor Loudspeaker Paging For Fax MachinesTask List Connecting Auxiliary Equipment Voice Messaging System and Automated AttendantFor fax machines For a voice messaging system and auto attendant Changing Calling Group AssignmentsTask List Changing Calling Group Assignments Revising Allowed ListsPlanning Guidelines Task List Revising Allowed Lists Assigning Allowed Lists to ExtensionsTask List Assigning Allowed Lists to Telephones6 Revising Disallowed ListsMerlin Legend Communications System Release Valid Entries Task List Changing Disallowed Lists Assigning Disallowed Lists to ExtensionsTask List Assigning Disallowed Lists to Extensions Changing Group Coverage AssignmentsPlanning Guidelines Task List Changing Group Coverage Assignments Revising Night Service With Group AssignmentExtension numbers Line/trunk numbers Task List Revising Night Service with Group AssignmentRevising Night Service with Coverage Control Task List Revising Night Service with Coverage Control To program with SPM Changing Extension Directory LabelsProgramming Instructions To program on the system programming consoleChanging Trunk Labels Task List Changing Extension Directory LabelsEach label can have a maximum of seven characters Console Procedure More→Labeling→LinesTrunks→Dial ext. no.→ Changing Posted Message LabelsTask List Changing Trunk Labels Task List Changing Posted Message Labels Task List Changing Calling Group Labels Changing Calling Group LabelsTask List Changing System Directory Labels Changing System Directory LabelsTelephony Services Network Manager’s Guide Adding a CTI LinkNo. → Issue PC Procedures To print system information Busying-Out and Restoring the MLX ModuleTo save report on disk One, see ‘Removing‘ a CTI Link’’ on Task List Adding a CTI LinkTask List Removing a CTI Link Removing a CTI LinkConsole Procedure AuxEquip→CTI Link→Extension→Delete→ Exit→ Issue Guides Learning MoreSystem Reference Guides Ordering and AvailabilityUsing System Programming Common ElementsAspects of the system Feature Reference Entries Contents and OrganizationSpecial Tools AppendixesSystem Programming Appendixes User and Operator Guides Common Elements Calling Supervisor’s Guide Data/Video Reference System Guides Information Finder Information Finder Features To learn about Check this guide Display Features LabelingBasics Planning and Programming Features Maintenance and TroubleshootingTo learn about Check this guide Programming, , and Feature System ManagementSystem Programming, Extension Features and Buttons Systemwide BasicsSystem Programming, Chapters 3 System Programming, Appendix H Group Features and ButtonsChanging the hold timer when operators are Changing the delay before a call coming to aFeature Setting up or changing the following calling Setting up operator positionsAllowing QCC operators to make Changing the types of calls assigned to ringAutomatically Assigning a QCC to act as a message center Chapter Feature Reference. See AutomaticFeature Reference. See Pools Lines and TrunksTroubleshooting the System All Phones Are Dead No Dial Tone or Lights Some Phones Are Dead No Dial Tone or Lights Possible Cause 1 The telephones are not receiving powerPossible Cause 5 The telephones may be defective Difficulty Making Outside Calls SECURITYlALERT SECURITYlALERT Possible Cause 8 The telephone may be defective Possible Cause 2 The Do Not Disturb feature is turned onPossible Cause 3 The Forward feature is turned on Phone Does Not RingIssue Possible Cause 5 The telephone may be defective Possible Cause 1 The Do Not Disturb feature is turned on DLC Console Not Ringing for Incoming CallsPossible Cause 3 The telephone may be defective QCC Console Not Ringing For Incoming Calls Possible Cause 2 The Position Busy feature is turned onSingle-Line Phones Ring Back after Completed Call Possible Cause 2 The telephone may be defective Cannot Transfer Call after Answer on an Outside LineNight Service Not Working Issue Calls Not Going to Voice Mail Possible Cause 5 The voice mail system may not be working Expect it to be on, see ‘Night‘ Service Not Working’’ onPossible Cause 1 The system time may be set incorrectly Callers Getting Incorrect Response From Voice MailCalls Not Going to Coverage Trouble Hearing Called Party Programmed Button FailsPossible Cause 2 The telephone handset may be defective Possible Cause The system time may be set incorrectly Reminder Messages Received with the Wrong TimePossible Cause 1 The Recall timer may be set incorrectly Recall/Switchhook Does Not WorkCalling Group Members Not Receiving Calls Calls Not Receiving Screen Pop Possible Cause 1 The call was not delivered to an SA button Calling Group Overflow Calls Not Receiving Screen PopPossible Cause 5 The CTI link is not working What to do Check the CTI linkSecondary Announcements Not Playing as Programmed 150 Other or Unresolved Problems Merlin Legend Communications System Release Support Telephone Number Customer Support InformationAFCC Notification Repair Information Installation Operational Procedures Merlin Legend Communications System Release DOC Certification No 4095A CSA Certification No. LR Load No DOC Notification Repair InformationMerlin Legend Communications System Release Ne dépasse 56260Security of Your System Preventing Toll Fraud Toll Fraud Prevention Preventive Measures A-11 A-12 A-13 Security Risks Associated with the Remote Access Feature Educating Users Other Security HintsEducating Operators Detecting Toll FraudEstablishing a Policy Other Security Hints Choosing Passwords Physical SecurityLimiting Outcalling Limited Warranty Limitation of Liability Limitation of Liability Remote Administration MaintenanceA-21 A-22 Telephone Extension Equipment About TelecommunicationsBAbout Telecommunications Telephone Extension Equipment B-2 Transmission Facilities B-4 Switching Equipment Telephone service see -3 in , ‘About‘ the System’’ Evolution of Switching OfficesB-7 Signal Transmission SignalingTelephone Numbering Plans B-10 System Capacities Limit Constraining Factor Table C-1. Hardware and Software CapacitiesMLX Table C-1 Limit Constraining FactorSystem Capacities C-4 System Capacities C-5 Constraining Factors Table C-1Calling Groups Ports not achievable simultaneously Coverage GroupsFax Machines with Message Waiting System Operator ConsolesTelephones not achievable simultaneously Two-Party ConversationsTime slots System Planning Forms Table D-1 Used for Planning Form No Form Title D-3 To remove the control unit housing, see Figure E-1 Removing the Control Unit HousingInstalling the Top Cover Installing the Control Unit HousingTop cover Empty module Figure E-2. Installing the Top CoverFigure E-3. Installing the Front Cover Installing the Front CoverStar codes, 6-70 to 6-71, 6-73 to 6-74 Analog facilities IndexIN-2 Index IN-3 Star codes, 6-70 to 6-71, 6-73 to 6-74 Calling supervisorIN-4 Merlin Legend Communications System Release IN-6 Index IN-7 Operator, 4-26 to 4-27, 4-29 to 4-31 overviewIN-8 IN-9 Types, 3-26 to 3-27, 3-28 to 3-29 Idle statesOverview, 2-21,3-5 to Index IN-12 Prime lines, 2-17,3-28 to 3-29,4-33 Types, 6-5 toTypes, 3-27 to 3-28 Security Features, 3-30 to 3-31, 8-12 to 8-13 overviewApplications, 2-22 to 2-24,4-55 to Role, 1-3 to Forms, 1-4 to Using, 7-7 toIN-18 IN-19 IN-20