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Troubleshooting
PROBLEM: External Alert stays on after all exceptions to which it has been
assigned have been brought below the exception thresholds.
Possible Cause
Heavy call traffic can
cause a delay in the exter-
nal alert turning off.
Alerts are programmed to
monitor too many excep-
tions.
Other Problems
9-26
Corrective Action
Check to be sure all exceptions have stayed
below their thresholds. If they have, simply
wait.
If the alert remains on more than 10 seconds
after all exceptions to which the alert has been
assigned stay below their thresholds, locate
each station where a console is connected.
Agents using consoles should not press the
alert button; supervisors can use the button to
test alert operation.
NOTE:
A console (such as the MERLIN LEGEND
Display Console) shows all the line buttons for
lines assigned to the system, including the
alert line button. The alert line button has
been assigned to the line jack to which the
alert is connected. If agents whose consoles
provide access to the alert line button lift the
handset and press that button, the alert light
goes on.
If all connections and assignments are correct
and all handsets with that alert line button are
hung up, restart CMS.
Decrease the number of exceptions monitored
or change the type of exceptions monitored by
each alert.
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