• operating trouble
• Custom Call Routing (CCR) trouble
• error messages
System trouble
System trouble consists of problems occurring to more than one mailbox owner and to both internal and external callers.
Automated Attendant does not answer any calls
1. Verify that you have assigned the lines to the Greeting Table, and the line is designated as YES. This means that Norstar Voice Mail is set to answer the line.
2. All the Norstar Voice Mail channels may be busy. Try calling back. Your call will be answered when a channel is available.
3. Verify that greetings 1 to 4 have been recorded. These greetings default to the Greeting Tables and must be recorded for the Automated Attendant to operate.
Refer to "Setting up an Automated Attendant" on page 19.
4. If the Norstar Voice Mail channels are frequently busy, it indicates there is too much activity. Contact your advice line or sales representative.
Call display information is lost
The Automated Attendant must be set to answer after two or more rings for Norstar Voice Mail to record call log information related to an incoming call. For
information about setting the number of rings, refer to "Assigning the number of rings before Norstar Voice Mail answers" on page 32.
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184 Norstar Voice Mail Troubleshooting
The Automated Attendant transfers some callers to the General Delivery Mailbox Norstar Voice Mail requires a touch tone phone signal and a minimum voice level.
Norstar Voice Mail waits for a caller to respond. If a response is not received, the caller is transfered to the Receptionist or designated Operator. If they are not available, the caller is automatically transfered to the General Delivery Mailbox.
The caller is also transfered to the General Delivery Mailbox if a DN does not have a mailbox.
For Norstar Voice Mail to transfer calls correctly, each mailbox must have a unique DN. To verify that all mailboxes have a unique DN, print the Directory Report (Report 1).
For instructions on printing Reports, refer to "Connecting a printer to the NAM" on page 180.
Greetings are played at the wrong time of day There are four possible causes for this problem:
1. The Business Open Status is set to NO. Change the Business Open Status to YES. Refer to "Setting the Operator Status" on page 37.
2. The wrong greeting numbers are assigned to the Greeting Table.
3. The business hours are set incorrectly.
4. The Integrated Communication System (ICS) system time and date are incorrect.
Greetings are played on the wrong line
To verify the line information is correct, refer to the Norstar Voice Mail
Programing Record. If you find the information is incorrect, you must reassign lines to the Greeting Table. Refer to "Programing which lines will be answered by Norstar Voice Mail" on page 31.
A telephone cannot be forwarded to Norstar Voice Mail
If you are attempting to forward your incoming calls to Norstar Voice Mail and the display shows: Forward denied you may be forwarding to the wrong DN. Use Feature Code 985 to display the correct DN for Norstar Voice Mail and compare this number to the DN to which your telephone is actually forwarded.
Feature 981 produces a Log prompt on the Norstar display
Whenever the Log prompt appears on the display, it can be caused by the telephone not having an assigned mailbox. If the DN does not have an assigned mailbox, Norstar Voice Mail will request both a mailbox number and a password.
Mailbox owner is unable to reply to an external caller, use Off-premise Message Notification or Outbound Transfer
An Outdial route must be assigned before a Mailbox Owner can reply to an external caller using the Reply feature or use Off-premise Message Notification or
Outbound Transfer. Before a Mailbox Owner can reply to a message from an external caller, an Outdial route must be assigned plus a Dialing Translation Table must be created.
The default for Outdial route is None. Until you assign a line or line pool as the Outdial route for a mailbox, the mailbox owner can use the Reply Feature to reply to calls from internal DNs only, Off-premise Message Notification for internal DNs only and Outbound Transfer for internal DNs only.
Dialing restrictions can be applied to the Norstar Telephone and the DNs connected to Norstar Voice Mail. If you wish to restrict outdialing of certain phone numbers, you must do one of the following:
1. Through Norstar programing, assign the dialing restrictions to the Norstar DNs to which Norstar Voice Mail is connected. This restricts all outdialing calls including external transfers from CCR trees, Off-premise Message Notification and Outbound Transfers. When assigning an Outdial route, all dialing is done by the DN to which Norstar Voice Mail is connected, not by the Norstar telephone. For additional information, refer to your Norstar System documentation.
2. Through Norstar programing, assign the dialing restrictions to the DN of the user. For additional information, refer to your Norstar system documentation.
3. Through Norstar programing, assign the dialing restrictions to the Norstar line(s) being used for outdialing. For additional information, refer to your Norstar System documentation.
4. Through Mailbox Admin, ensure Outdial is set to NONE. This restricts outdialing calls from the mailbox. For more information about defining the Outdial route, refer to "Mailbox Overrides" on page 55.
Norstar DNs and mailbox numbers are different lengths
For Norstar Voice Mail to work properly, the mailbox number length must match the ICS DN length. When the ICS DN length is changed, you must re-initialize and reprogram the Norstar Voice Mail system. Contact your advice line or sales representative.
The date and time are wrong
186 Norstar Voice Mail Troubleshooting