User`s guide

A-16 Preliminary November 23, 1998 MultiVoice Gateway for the MAX— User’s Guide
Troubleshooting
Common problems and their solutions
Four-digit dialing involves the last four digits of your phone number. For example, if your
phone number is [phone], four-digit dialing requires that you type only the last
four digits—9015. Seven-digit dialing specifies that you dial the digits 5559015, and
ten-digit dialing requires 4155559015.
If you are sending the incorrect number of digits, the MultiVoice Gateway cannot route the
call. Ask your carrier representative for the correct dialing plan, or simply try all of the
possibilities.
3 Ask your carrier representative to verify that the line is capable of supporting the call
types you are requesting.
Callers dial destination correctly, but nothing happens
If callers dial a MultiVoice Gateway, hear a dial-tone, and dial the destination phone number,
but nothing more happens:
• Make sure that the destination MultiVoice Gateway is registered and that the MultiVoice
Access Manager (MVAM) is on and operating correctly. Attempt to ping both the
MultiVoice Gateway and the Gatekeeper running MVAM from a remote system.
• Also check for IP-network congestion, which might cause packet loss between MultiVoice
Gateways. Because IP-network congestion can occur in bursts, you might advise the caller
to wait a few seconds, then try the call again.
• Check the MultiVoice Gateway to verify whether an IP address is entered for the 2nd GK
IP parameter. Make sure the settings for the Pri GK Retries, Reg Retry Timer,
and Keepalive Timer parameters are appropriate for the operating conditions on you
network.
• If ANI authentication is used, verify that the Collect CLID/ANI parameters is
enabled, and make sure the proper settings for the Net/T1 or Net/E1 parameters are
enabled for ANI collection.
Callers dial destination, hear tick-tock sound, but nothing happens
In a PRI environment, callers should hear the ringing tone after dialing the destination phone
number. In the absence of a ringing tone, the MultiVoice Gateway generates a tick-tock sound.
If callers dial into the local MultiVoice Gateway, hear a dial-tone, dial the destination phone
number, and hear a tick-tock sound in phone, but nothing more happens, make sure the
destination MultiVoice Gateway is available and operating correctly. Also check for
IP-network congestion, which might cause packet loss between MultiVoice Gateways.
Because IP-network congestion can occur in bursts, you might advise the caller to wait a few
seconds, then try the call again. If necessary, reboot the destination MultiVoice Gateway.
Callers hear a fast busy tone after dialing, using single-stage dialing
If callers dial into the local MultiVoice Gateway, using single-stage dialing, and hears silence,
then a fast busy signal, the Destination Number Identification String (DNIS) was not passed to
the Gateway. In this case:
• Make sure the user entered both the access number for the Gateway and destination
number when they dialed.