Inter-Tel AXXESS - CPC Modem Issues; Feature Issues; Music-On-Hold Issues

Page 7-37
Troubleshooting
INTER-TEL
®
AXXESS
®
MANUAL VERSION 11.0 – May 2008
Music-On-Hold Issues
7
TROUBLE-
SHOOTING
D. MUSIC-ON-HOLD ISSUES
E. CPC MODEM ISSUES
F. FEATURE ISSUES
The customer reports station
caller ID name (and only
name) is not propagating to
an external PBX. The cus-
tomer is using a SIP gateway
to communicate to an exter-
nal PBX.
Two specific conditions
cause this to happen: 1) the
outbound ISDN line is config-
ured as a DMS-100; and 2)
the originating extension is
calling out ARS and ARS is
routing the call to a remote
node.
There is a scenario where station Caller ID For-
warding is used over a networked ARS configura-
tion, and the station user name will not be passed
in the ISDN calling party name field. If the outgoing
ISDN line uses the “display IE” method to transfer
the calling party name, the calling party name will
not use the station's user name. Instead of the user
name, the system uses the calling party name as
the name.
Table 7-8. Caller ID Forwarding Troubleshooting Chart (Continued)
Symptom Possible Cause Corrective Action
Table 7-9. Music-On-Hold Issues
Symptom Possible Cause Corrective Action
No Music-On-Hold (external
music source connected).
The external music source is
turned off or inoperative.
Check the external music source for proper opera-
tion.
There is a programming
error.
Make sure the following fields are programmed
correctly:
• Music-On-Hold settings for CO Trunk Groups
• Music-On-Hold Profiles for CRTs
There is a defective Music-
On-Hold port.
Replace the defective Call Processing Card (CPC)
or the Options Card (OPC).
Table 7-10. CPC Modem Troubleshooting Chart
Symptom Possible Cause Corrective Action
Users cannot connect to the
modem
The Force Minimum Bit Rate
flag is enabled, and the con-
nection speed is below the
specified minimum.
Disable the Force Minimum Bit Rate flag.
Poor line quality or other
external factors are affecting
the connection rate.
Set the Minimum Bit Rate field to 9600 or lower.
An incoming CO call is dis-
connected when the modem
is disabled.
The primary attendant station
is not set.
Make sure the primary attendant station is set in
the Station-Related Information field so that the call
is sent to the attendant when the modem is dis-
abled.
Table 7-11. Feature Troubleshooting Chart
Symptom Possible Cause Corrective Action
Feature does not work prop-
erly
User error See FEATURES for procedures. Also, ensure that
the feature is available on the software package
installed.