Troubleshooting - NEC UNIVERGE UM8500 Integration Manual

Troubleshooting

Problems
Calls to the messaging system do
not connect.
Calls to the voice messaging
system connect, but no prompts
play.
Callers entering an extension are
always answered with the opening
greeting instead of the personal
greeting.
Calls are not integrating with the
phone system.
Easy message access is not
functioning: subscribers access
their voice mailboxes and hear the
opening greeting instead of
personal options.
Calls are forwarded to the opening
greeting instead of a subscriber's
mailbox.
Callers are asked to hold or
complain that they are on hold for
too long when calling an extension
that is using "Do not disturb"
mode.
The phone system cabinet that
contains the voice messaging
station cards sporadically resets
itself.
Subscriber's phones are not
forwarding calls on ring-no-answer
or on busy.
Subscriber message waiting
indication fails.
Message waiting indicators are not
activated after messages are left.
Message waiting indicators are not
turned off after messages are
retrieved.
Await-answer calls release before
the personal greeting is played.
If one of these problems is encountered, try the corrective actions listed for the
problem. If these actions do not correct the problem, or if the problem is not
described here, contact Technical Support.
Corrective actions
Perform the following for the problems listed:
Confirm that expansion boards are firmly seated in the computer
●
expansion slots, and that each board is properly configured.
See the Installation Guide to check the voice board settings.
●
Confirm that the PBX station interface cables between the systems
●
are connected and functioning correctly. Try testing each cable or
replacing each with a different cable.
Confirm that the correct phone system model is set up on the voice
●
messaging system. On the UM8500 Administrator, go to
Switch Information
manufacturer and model type are displayed.
Typically this happens because the voice messaging system is set up to
use the await-answer transfer type and call holding for that extension.
Call holding must be turned off when using the "Do not disturb" mode on
the phone.
The phone system might be overloaded due to an increase in polling
traffic between the D82 boards and the system. Spread out the load by
distributing the voice messaging extensions among multiple station cards
on the phone system. For example, distribute three or fewer voice
messaging extensions per station card.
Confirm that the subscriber's phone is set up on the phone system to
forward calls to the voice messaging hunt group pilot number on ring-no-
answer and on busy.
Perform the following for the problems listed:
On the UM8500 Administrator, on the Ports page verify that at least
●
one of the voice messaging ports is set for MWI dialout.
On the UM8500 Administrator, confirm that MWI is enabled for the
●
subscriber.
See "
Learning phone system tones
and check that the correct phone system
"
on page 340
N M -1
ORTEL ERIDIAN WITH
Switch>
.
D82
291