Troubleshooting AMIS
7
Introduction
After AMIS is enabled and the operating features are set up, a few problems may occur. When problems do occur they are either a failure to transmit or a failure to connect.
This chapter describes some common problems that may occur while using AMIS.
The most common AMIS problem is a failure to transmit a message to another site.
A failure to connect can be caused by a system problem or a problem with the lines.
This chapter is divided into three parts:
• Transmission problems and solutions
• Connection problems and solutions
• AMIS Error Messages
A failure to transmit means the site sending the message has made a connection to the site receiving the message. AMIS makes the call, and the originating site and the destination site exchange information, but the message cannot be transmitted.
A failure to connect means there is no exchange of information between the originating site and the destination site.
Transmission problems and solutions
A failure to transmit is caused when the originating site connects to the destination site and the message is not delivered to the destination site mailbox. When a message cannot be transmitted to a site, the message is returned to the originating mailbox with a voice prompt stating the message was not delivered.
Transmission errors generating a failure to transmit error message can be caused by:
The destination site is not accepting Network Messages.
This error is caused when the destination site disables the Network Receive Feature.
When this feature is disabled, a site is unable to receive network messages.
• Ensure that the Network Receive Feature is enabled at the destination site. For
instructions about enabling this feature, refer to "Re-enabling the Network
Receive Feature" on page 64.
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The destination site is not accepting network message delivery.
This error is caused when a message is sent to a destination site that is not in the
AMIS network. Network Messaging can only occur between sites that have AMIS enabled.
• Ensure the destination site is included in the AMIS network, and the AMIS software is enabled.
The destination site’s mailbox does not exist.
This error occurs when a message is delivered to a mailbox that does not exist at the destination site.
• Ensure the destination mailbox number is correct.
• Ensure the mailbox at the destination site is initialized.
• Send the message again after you ensure that the mailbox is operating properly.
The destination site's mailbox could not accept messages.
This error occurs when a mailbox is not initialized.
• Ensure the mailbox at the destination site is initialized.
The message was too long for the destination site to accept.
This error occurs when a recorded message exceeds seven minutes and 30 seconds.
• Record a shorter version of the message and send it again.
Connection problems and solutions
A failure to connect is caused when an error occurs on the line while AMIS is trying to connect to the destination site. When a connection cannot be made to a site, the message is returned to the originating mailbox with a voice prompt explaining the message was unable to be delivered.
All messages that generate a “failure to connect error” are sent to the originating mailbox.
Connection errors generating failure to connect errors can be caused by:
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The destination site did not answer the call.
This error is caused when the destination site has disabled the Automated Attendant or the Automated Attendant did not answer the call. It can also be caused by a busy signal received at the destination site. AMIS cannot deliver a Network Message if the destination site does not answer the call using the Norstar Voice Mail
Automated Attendant.
• Ensure the destination site has the Automated Attendant assigned to answer the
Central Office (CO) line designated for network calls. Send the message again.
For instructions about assigning the Automated Attendant to answer lines, refer to the Norstar Voice Mail Set Up and Operation Guide.
The destination site could not be reached because an outside line was not available.
This error occurs when all retry attempts to access a line occur and no line was available or access was denied. This can be caused by a busy line, the line does not exist or there is an unexpected dial tone pause occurring. It can also be caused by an incorrect line or pool number being entered.
• Ensure that the correct line number is assigned and then send the message again.
You can also try assigning a different line for outdialing. If this error occurs frequently because of a busy line, the Norstar Voice Mail channel configuration needs to be upgraded. Contact your customer service representative.
A protocol error occurred while delivering the message.
This error is caused by a DTMF tone signaling the wrong digits.
• Send the message again. If this happens repeatedly, the DTMF setting on
Norstar Voice Mail needs to be adjusted. Contact your customer service representative.
This error can be caused by the line disconnecting during the call before all the
DTMF tones are received or transmitted. A message can still be delivered even though all DTMF tones are not sent. In these cases, the protocol error indicates all
DTMF signaling was not completed.
A data transmission error was detected while attempting to deliver the message
This error is caused by a delay between DTMF tones. The destination site receives the transmit tone and perhaps some other digits, but the pause between the tones is too long.
• Send the message again. If this happens repeatedly, contact your customer service representative.
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Timeout occurred while attempting to deliver the message.
This error is caused when the first digit in the transmission sequence is not received by the destination site. A timeout error occurs when a transmission signal is not received within 10 seconds.
• Send the message again. If this happens repeatedly, the DTMF setting on
Norstar Voice Mail might need to be adjusted. Contact your customer service representative.
Disabling and Re-enablingNorstar Voice Mail Channels
In the course of diagnosing a system problem you may find it necessary to disable a particular NAM Channel. After the problem has been solved, you will need to re-enable the NAM Channel. If you attempt to disable all the Channels, the system will reboot itself.
To disable a Channel:
1. Press
ƒ · ⁄ fi.
2. Enter the default password
¤¤¤‹‡‡¤
(ACCESS2).
3. Press NEXT until you see the display in step 4.
Password:
∫∫∫∫∫∫∫∫∫∫∫RETRY
ACCESS∫Server
BACK∫∫ ∫ADMIN
Chan Status
BACK∫∫NEXT∫∫
Chan Status Menu
QUIT∫∫ALL ∫∫
01-08 > ccc..crr
QUIT NEXT
1: 2225 ***
QUIT DSBL
3: 2227 ***
QUIT NEXT
4. Press
5. Press
6. Press
7. Press
8. Press
SHOW
SHOW
DETAIL
NEXT displayed.
DSBL .
.
.
.
until the Channel you want to disable is
9. Press
® to end this programming session.
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To re-enable the Channel:
1. Press
ƒ · ⁄ fi.
Password:
∫∫∫∫∫∫∫∫∫∫∫RETRY
ACCESS∫Server
BACK∫∫ ∫ADMIN
Chan Status
BACK∫∫NEXT∫∫
Chan Status Menu
QUIT∫∫ALL ∫∫
01-08 >ccx..crr
QUIT NEXT
1: 2225 ***
QUIT DSBL
3: Not in sync
QUIT NEXT
2. Enter the default password
¤¤¤‹‡‡¤
(ACCESS2).
3. Press NEXT until you see the display in step 4.
4. Press
5. Press
6. Press
7. Press
8. Press
SHOW
SHOW
DETAIL
NEXT is displayed.
ENBL .
.
.
.
until the Channel you want to re-enable
9. Press
® to end this programming session.
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AMIS error messages
AMIS error messages appear on the display when an incorrect action is performed.
AMIS Voice Prompt error messages are heard through the receiver or handsfree speaker.
AMIS error messages on the display
Error messages that appear on the display are presented here in alphabetical order:
Invalid code
Appears when an incorrect International, Long Distance, Country, or Area Code is entered.
Invalid mailbox
Appears when an incorrect mailbox number is added.
Invalid name
Appears when a name is not assigned correctly to a Network Delivery Mailbox when the mailbox is created.
Invalid number
Appears when you enter an invalid line number when sending or replying to a
Network Message. Can also appear when assigning an incorrect line when creating or changing a Network Delivery Mailbox.
Mbox exists
Appears when a duplicate Network Delivery Mailbox exists.
Name too long
Appears when adding a Network Delivery Mailbox and the name exceeds the 16 character maximum.
Network denied
Appears when access to the AMIS network is not allowed through a Class of
Service.
Network disabled
Appears when sending a message to a Network Delivery Mailbox and the network is disabled.
Network reply off
Appears when the Network Message Reply parameter is set to NO.
Rec too long
Appears when the Network Message is too long. A Network Message can be a maximum seven minutes and 30 seconds long.
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AMIS voice prompt error messages
You may hear the following AMIS voice prompt error messages through the receiver
1
or handsfree speaker:
A Network Delivery Mailbox could not receive your Broadcast Message.
This message plays when the Message Delivery Feature is disabled at your site, or the receiving site has the Network Receive Feature disabled.
The following message could not be delivered to...[mailbox owner's name or mailbox number].
This message plays when a message cannot be received at a site. This can be caused by:
• The destination site was unable to answer the call.
• The destination site was not accepting Network Messages.
• The destination site was incapable of accepting Network Messages.
• The destination site mailbox does not exist.
• The destination site mailbox was full.
• An outside line was not available.
• A protocol error occurred while the message was being transmitted.
• A data transmission error occurred during transmission.
• A timeout error occurred during transmission.
The destination site could not be reached because an outside line was not available.
This message plays when:
• The outside line selected was not available.
• No dial tone was detected on the selected line.
• An unexpected dial tone was received.
The destination site did not answer the delivery call.
This message occurs when the destination site is not enabled to answer the lines.
Ensure that the destination site is set to answer the line(s).
The destination site’s mailbox could not accept messages.
This message occurs when the Network Receive option is set to NO. Ensure the destination site has the Network Receive option set to YES.
A protocol error occurred while delivering the message.
Try sending the message again.
Data transmission error was detected while attempting to deliver the message.
1.
Try sending the message again.
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Time out occurred while attempting to deliver the message.
Try sending the message again.
The destination site is not accepting Network Delivery Messages.
This message occurs when the destination sites disk is full. Try sending the message again.
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