Instruction manual

Troubleshooting
.
System Errors
While CMS is managing calls, messages beginning with SYSERR may appear
on the error line of a status screen and also on the Events Log screen.
What They Mean
A SYSERR message usually indicates that a CMS file has been damaged.
For example, you may have accidentally deleted a CMS file, or a power surge
may have damaged one. A SYSERR message does not necessarily mean
that CMS has stopped managing calls. For example, if the only
SYSERR
message you receive is:
SYSERR--Possible Help File Damage. Reinstall CMS.
you cannot use the Help screens, but CMS is probably still managing calls.
What to Do
If you receive a SYSERR message on a status screen or on the Events Log
screen, study the CMS screens to determine if CMS is still managing calls
correctly. If you are not sure, call one of your CMS lines and answer the fol-
lowing diagnostic questions.
■ Does the System Status screen add your call to the Call Waiting
column soon after you hear ringing?
■ Is your call answered by an agent in the appropriate split?
■ Does the System Status screen show an agent’s status change from
Available to ACD?
If CMS is Managing Calls Correctly
If CMS is managing calls correctly, you do not have to shut down the system.
You should check CMS periodically, however, in case other problems
develop. If the Events Log screen shows additional system errors, print a
copy of the Events Log screen by pressing
[ ] + [PrtSc] .
9-14 System Errors