Trouble Shooting Guide Partner Messaging

PROBLEM:

The caller cannot switch between Primary and Secondary Languages.

Possible Cause

Corrective Action

The system is set for Monolingual Mode.

Refer to Programming the System Language Mode to determine the system’s Language Mode and change the mode to Bilingual, if not already
set for that mode.

PROBLEM:

Cannot understand language prompts.

Possible Cause

Corrective Action

Either a language you do not understand was inadvertently chosen while programming, or you do not understand the factory-set language. Note that the language for the programming prompts can determine if the System differ from the System (or Primary) Language.

Change the language to one you understand.

• See Selecting System Administration Prompt Language to determine if the System Administration Prompt Language needs to be changed.

• See Programming the System Language Mode if the system is set for Monolingual Mode and the System
Language needs to be changed.
• SeeProgramming the System Language Mode if the system is set for Bilingual
Mode and the Primary Language needs to be changed.

The message has been forwarded the maximum of 13 times.

Verify the number of times the message has been forwarded.

PROBLEM:

Outside callers who should receive Automated Attendant Service hear ringing, but the system does not answer.

Possible Cause

Corrective Action

All PARTNER Messaging ports are in use. (This is normal operation when all ports are in use.)

If you have a 2-port or 4-port system, you can upgrade the system with more ports by replacing the Port Card with a 4-port or 6-port card, as appropriate.
If the systems’ users are using the Record-a-Call feature, each call being recorded uses one PARTNER Messaging port while the message is being recorded or listened to. If your system has four ports, you may want to
upgrade the system to six ports.

The Port Card is not installed, is not installed correctly, or is defective.

• If the Port Card is not installed, install it.
• Check that the Port Card is installed in Card Slot 1, the left-most PCMCIA card slot in the PARTNER Messaging
module. If the Port Card is in the incorrect slot, remove it, and install it in the correct slot.
• If a Port Card is installed in Card Slot 1, the left-most PCMCIA card slot, remove it from the PARTNER Messaging module and reinstall it in Card Slot 1, making sure it is connected
securely.
• If the Port Card is defective, it must be replaced. Call your authorized dealer or call the helpline at 732-751-0101.

The PARTNER Messaging module is not seated correctly in the communications system carrier, or the module is defective.

• If the System Status LED is not lit, power down the communications system, remove the PARTNER Messaging module and reseat the module in the communications system's
carrier. Make sure the Port Card is securely connected in Card Slot 1, then power on the communications system.
If the System Status LED does not light then the module may be defective. Call the helpline at 732-751-0101 for
help.
• If the System Status LED is red (other than for the instant in which the system is starting up), power down the communications system, remove the PARTNER Messaging module and reseat the module in the communications system’s carrier. Make sure the Port
Card is securely connected in Card Slot 1, then power on the communications system.
• If the System Status LED stays red for more than just an instant, then the module may be defective. Contact your
authorized Avaya dealer at 732-751-0101..

PARTNER Messaging or the communications system may not be programmed properly.

• Verify in the communications system programming that the PARTNER Messaging port extensions are correctly
assigned to Hunt Group 7.
– Refer to the appropriate planning form for your communications system to
determine the correct extension numbers for the PARTNER Messaging ports. Then, on the communications system,
use Hunt Group Extensions (#505) programming to verify that the port
extensions are assigned to Hunt Group 7.
• Verify that the lines to be answered by the Automated Attendants have been
correctly assigned to Hunt Group 7; on the communications system, use
the Group Call Distribution procedure (#206, Option 1 = Assigned).
• If you are using the communications system’s VMS Line Cover feature to
assign lines for Automated Attendant Service, verify that the lines have been correctly assigned using the VMS Line
Cover programming procedure (#206, Option 3 = VMS Line Cover).

Avaya Partner Phone Equipment

Avaya Partner Telephone Systems
Partner Phones
Partner Expansion Modules
Programming Partner Messaging

Trouble Shooting Guide Partner Messaging

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