Voice Processing Issues - Inter-Tel AXXESS Manual

K. VOICE PROCESSING ISSUES
NOTE:
If a Voice Processing applications problem cannot be resolved, Technical Support may instruct the installer
on how to use the diagnostics software. Also, for additional troubleshooting procedures and important diagnostic
information, refer to the new voice processing system diagnostics manual, which will be published at a later date.
Table 7-16.
Voice Processing Troubleshooting Chart
Symptom
Phone system unable to
communicate over voice
channels with Voice Process-
ing PC
System programming PC
unable to communicate with
Voice Processing PC (the
monitor may display a mes-
sage about being unable to
communicate with or losing
its connection with the Voice
Processing PC)
Monitor and keyboard un
able to communicate with
Voice Processing PC
Automated attendant not
responding properly

Voice Processing Issues

®
INTER-TEL
Possible Cause
Programming error
Loose or defective cabling
between the phone system
and the Voice Processing PC
Incorrect strap settings on
the AIC or one or more of the
VPCs
Defective AIC or VPC
Programming error
Loose or defective RS232
cabling between the phone
system and the Voice Pro-
cessing PC
Defective CPC, CPU, MEM,
or Disk Controller Combina-
tion Card
Loose or defective cabling
between the Voice Process-
ing PC and the monitor or
keyboard
Monitor is wrong type for the
Video Card installed in the
PC
Defective monitor or key-
board
Defective Video Card or PC
Motherboard
User error
DTMF tones not being inter-
preted correctly (see NOTE
below)
®
AXXESS MANUAL VERSION 11.0 – May 2008
Corrective Action
Make sure the appropriate time slot group (no. of
Voice Processing voice channels) is assigned to
each Voice Processing application. Voice channels
are used for processing calls between the phone
system and the Voice Processing PC. See PRO-
GRAMMING, page 6-354.
Check the cabling connecting the system to the
PC. The CPC or CPU connection controls ports 1-
8; the OPC connection controls ports 9-40.
Ensure that the AIC and all VPCs have their
jumper straps set in the proper positions. See
page 3-213 in INSTALLATION.
Replace the defective card.
Voice Processing programming cannot be
accessed until a Voice Processing communications
port has been established.
Check the RS232 cabling connecting the system to
COM1 on the PC.
Replace the defective card.
Check the cabling connecting the PC to the moni-
tor or keyboard.
Make sure the monitor is the proper type (generally
VGA) for the Video Card installed in the PC.
Replace the defective monitor or keyboard.
Replace the defective card.
The caller must use a DTMF phone to enter digits.
See VOICE PROCESSING FEATURES,
16.
If numbers appear to be misdialed frequently, due
to trunk noise or other problems, use the digit
translation feature as described on
PROGRAMMING.
Troubleshooting
page 4-
page 6-371 in
Page 7-53
7