Digital Speech Systems WIN Series Troubleshooting Manual

WIN Series

TROUBLESHOOTING GUIDE

Software version 2.0

February 14, 2000

DIRECT ALL SALES/PURCHASING INQUIRIES TO:

CHESAPEAKE COMMUNICATIONS

2012 CONAN DOYLE WAY

ELDERSBURG, MD 21784

DAVID R. MICKEL-GOVERNMENT ACCOUNTS REPRESENTATIVE

PH# 410-795-8681

FAX: [phone]

E-MAIL: [e-mail]

DIGITAL SPEECH SYSTEMS, INC.

1735 Analog at Digital

Richardson, Texas 75081

[phone]

WIN Series Trouble Shooting Guide

Reproduction or use of any portion of this manual without the written permission of
DIGITAL SPEECH SYSTEMS, INC. is prohibited. Reasonable efforts have been taken to
insure the accuracy of information in this manual and DIGITAL SPEECH SYSTEMS,
INC. assumes no liability resulting from errors or omissions in this manual or from the use
of the information contained herein.

Copyright 2000, DIGITAL SPEECH SYSTEMS, INC. All rights reserved.
\\Server\docs\WIN Series\Manuals\Trouble Shooting Guide.doc

WIN Series Trouble Shooting Guide

TABLE OF CONTENTS

1. Introduction ..................................................................................................................... 1

2. General Troubleshooting Guidelines.............................................................................. 1

3. Testing the Voice Line Card Ports.................................................................................. 2

4. Using the Line Trace....................................................................................................... 3

5. Malfunctions: Symptoms and Corrective Actions.......................................................... 4

5.1 Hardware/PC Malfunctions ..............................................................................5

5.2 Voice Mail Feature Malfunctions..................................................................... 5

5.3 Automated Attendant Feature Malfunctions..................................................... 9

5.4 PBX Integration Malfunctions........................................................................ 13

6. Technical Support/RMA Procedures........................................................................... 16

WIN Series Trouble Shooting Guide

WIN Series Trouble Shooting Guide

1. Introduction

This section will aid in the troubleshooting of the WIN or UNIVOICE 100 series system
should problems occur. It should be referred to prior to calling DSSI for assistance. In many
cases, you may be able to resolve the problem by following the guidelines specified here.
This section also describes the procedures to be followed when calling DSSI for technical
support or to return or repair defective or damaged hardware.

2. General Troubleshooting Guidelines

Warning! Do not install any additional software without DSSI’s approval!

Troubleshooting of the system, as with most pieces of electronic equipment, involves testing
the system and trying to duplicate the problem consistently. Once the exact scenario in which
the malfunction occurs has been determined, it is simply a process of elimination in order to
identify what is causing the problem and correct it. It is important to remember the
following things when performing tests on the system.

1. The hardware contained in the unit is the same as any other PC with one
addition, the VLC's (Voice Line Cards).

2. When connected to a PBX/Hybrid telephone system, the ports function just
like any other single line telephone in the system. There are two exceptions to
this rule. If the WIN is integrated with a Mitel, SL1, NEC, or Norstar PBX,
then the ports emulate a digital phone.

In order to properly troubleshoot the system you should have the following equipment on
site:

1. Telephone test set (Butt set).

2. Single line telephone (Digital phone if Mitel, SL1, NEC, or Norstar).

3. Digit grabber (optional, but very useful).

4. Digital Multimeter.

5. Breakout box (needed for WIN with serial integration).

6. WIN Installation manual.

Once a problem has been discovered or reported, use the following steps as a guideline to try
and identify the cause and correct the problem:

1. Obtain as much detailed information about the problem as possible.

2. Attempt to duplicate the problem through testing.

3. Define what type of malfunction is occurring and what the symptoms are.

4. Follow the recommended corrective actions to try and fix the problem.

5. Contact DSSI for assistance if there are no symptoms that match yours in the
“Symptoms and Corrective Actions" section of this manual or if the
corrective actions do not work.

1

WIN Series Trouble Shooting Guide

To make it easier to identify and correct possible problems that might occur, we have taken
some of the malfunctions or mistakes and separated them into the four categories listed
below. In chapter 5, Malfunctions: Symptoms and Corrective Actions, we have listed some
malfunctions that might occur, their symptoms and some corrective actions that should be
taken.

1. Hardware/PC malfunctions: These are problems that usually affect the
overall performance of the WIN system or one or more voice ports.

2. Voicemail feature malfunctions: These are problems that may affect one or
more mailboxes and are related to the recording and/or handling of messages,
new message notification, etc.

3. Auto Attendant feature malfunctions: These are problems that may affect one
or more extensions and are related to call routing, transferring callers,
busy/no answer call progress, etc.

4. PBX integration malfunctions: These are problems that affect the operation
of the WIN system when it is integrated with a PBX. This includes Serial
integration, Digital In-band and In-band DTMF integration.

In some cases the problem may appear to overlap into more than one category. Try to choose
one that best fits the particular problem.

3. Testing the Voice Line Card Ports

As discussed in the previous chapter, each port on the VLC's acts just like a single line
telephone when performing various functions such as transferring calls, lighting message
waiting lights, etc.. NOTE: When the WIN is connected to SL1, Norstar, NEC and Mitel
PBX's with digital set integration each port functions like a digital set. With this in
mind, it is a very simple procedure to test the ports by connecting a telephone test set (butt
set) or a standard single line phone directly to the extension that would be connected to the
WIN ports and attempt to perform the functions manually. For instance, if there is a problem
transferring calls, try to transfer a call manually. If you still have a problem, then it is with
the PBX. Using this method, you can virtually eliminate the Voicemail system as the cause
of the problem and concentrate on the PBX side. This is also very useful when setting up the
system with a new PBX that DSSI has not already configured a telephone system type for.

By using a telephone test set in the "Monitor" mode, you can also test the overall
performance of the system and determine if the ports are functioning properly. Connect the
test set to the port you wish to test and leave the set in the monitor only mode. Now you can
call the port and perform various tests while listening to the test set. For example, when the
port is called the test set should ring simultaneously. You should hear the WIN answer and
play the appropriate greeting.

If you dial a valid extension number, you should be able to hear the hook flash, dial tone, the
DTMF digits being dialed, and then the call progress of the PBX (busy, ring, etc.). This

2