Inter-Tel AXXESS Manual page 1334

Troubleshooting
® ®
INTER-TEL AXXESS
Table 7-16. Voice Processing Troubleshooting Chart (Continued)
Symptom
(Continued) Automated atten-
dant not responding properly
Automated attendant not
receiving incoming calls; call-
ers routed to primary atten-
dant instead
Automated attendant indi-
cates that an extension num-
ber is invalid even though it
exists on the system
Automated attendant trans-
fers calls directly to voice
mail without trying the exten-
sion number first
Unable to access desired
Voice Processing application
(intercom callers hear reorder
tones and see a CALL CAN-
NOT BE COMPLETED dis-
play; outside callers are
rerouted to the primary atten-
dant)
Unable to access desired
Voice Processing application
(intercom callers see a
XXXXX IS BUSY display and
camp on until a voice chan-
nel is available; outside call-
ers hear ringing until a voice
channel is available)
Page 7-54
MANUAL VERSION 11.0 – May 2008
Possible Cause
Programming error
Defective AIC, VPC, or hard
disk
NOTE:
Due to the natural characteristics of the CO trunk, the volume level of DTMF
tones transmitted over the trunk may be substantially reduced before reaching the
Inter-Tel phone system. This natural degradation in tone volume may adversely affect
the reliability of the automated attendant feature. Other factors which can affect auto-
mated attendant performance are CO trunk noise, the quality of the recording device,
and the quality and strength of the DTMF tones generated by the calling phone itself.
Programming error
Loose or defective cabling
between the phone system
and Voice Processing PC
Defective AIC or VPC
The extension does not have
an assigned mailbox or an
extension ID number
Programming error
The number of call attempts
exceed the ports available
through the VPCs
Loss of RS232 connection
between the phone system
and the Voice Processing PC
Voice Processing has slowed
down and call processing
has timed out
All programmed voice chan-
nels are currently busy
Corrective Action
Automated attendant station(s) must be designated
in the database. See PROGRAMMING,
303.
Replace the defective PC component.
Ensure that the desired trunks (in day and/or night
mode) are programmed to ring in directly to the
proper automated attendant extension number.
See PROGRAMMING, page
Check the cabling connecting the system to the
PC.
Replace the defective card.
Extension ID numbers provide the automated
attendant application a means for transferring calls
to extensions which do not have mailboxes. See
PROGRAMMING, page 6-373.
Make sure the mailbox is associated with a corre-
sponding extension number. See PROGRAMMING,
page 6-376.
If the problem persists, it may be necessary to pur-
chase and install additional VPCs.
Check the RS232 cabling connecting the system to
COM1 on the PC.
If the problem continues to occur, even during peri-
ods of low activity, reboot the Voice Processing PC.
Make sure the appropriate time slot group (number
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.
Voice Processing Issues
page 6-
6-244.