Avaya IR Install and Troubleshooting Guide - Avaya Support

Investigating operations problemsProblems central to voice response functions can affect business operations and may resultin missed calls and caller frustration. Most of the problems described in this section requireprompt attention. To investigate these problems, you should have a good understanding ofthe Requirements for successful operations on page 65.Investigating call handling problemsCall handling problems include issues related to responding to and transferring calls, bothvoice calls and faxes.Voice system not answeringThe voice system will not take calls. The voice system rings but does not answer, or the voicesystem is busy.Note:If host interaction is involved, refer to Host interaction not working right on page75.Investigating the problemTo check on possible causes of the problem:1. Do either of the following:― Enter display card all and press Enter.― Go to the Display Equipment screen to check the status of cards.All NMS cards should be in the in service (INSERV) state.2. If cards are not in service, you may try to restore them or contact your Avaya supportrepresentative.See Restoring cards and channels on page 89 for procedures that may bring cards backinto service.3. Make sure PLAY/CODE, TTS, or both, are assigned to an INSERV NMS card.4. Make sure that the voice response application is properly assigned to the channel orchannels.5. Make sure the voice response application contains an action to answer the phone.Issue 3 March 2003 73