Troubleshooting - NEC UNIVERGE UM8500 Integration Manual

Troubleshooting

Problems
Calls to the voice 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.
The voice messaging system takes
a long time detecting disconnected
calls.
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.
Subscribers are not being identified
by the system, using identified
subscriber messaging, when
leaving messages for other
subscribers.
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.
UNIVERGE UM8500 I
68
If one of these problems listed below 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
"Installing or reseating voice boards" in the appendix titled "Adding or
changing the voice boards" in the Installation Guide.
See the Installation Guide and 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 and check that the correct phone system
manufacturer and model type are displayed.
Confirm that the Last Party Clear Dial option is set up on the phone system.
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.
Confirm that identified subscriber messaging is set up correctly on the voice
messaging system.
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
G
NTEGRATION UIDE
" .
on page 340
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