User`s guide

System Errors
WHAT THEY MEAN
WHAT TO DO
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.
A
SYSERR usually indicates that a CMS file has been damaged. (For
example, a user may have accidentally deleted a CMS file, or a power surge
may have damaged one.) A
SYSERR does not necessarily mean that CMS
has stopped managing calls. For example, if the only
SYSERR you receive is
SYSERR-Possible Help File Damage. Reinstall CMS.
you will not be able to use the Help screens, but CMS is probably still
managing calls correctly.
If you receive a SYSERR message on a status screen or on the Events Log
screen, try the following:
1 Study the CMS screens to determine if CMS is still managing calls
correctly. If you are not sure, call one of your CMS lines.
— 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 stall managing calls correctly, you do not have to shut the
system down. You should check CMS periodically, however, just in case
other problems develop. If the Events Log screen shows additional
system errors, make sure your printer is on (and the Ready light is lit),
then print a copy of the Events-Log screen by pressing [Shift] + [Print Scrn].
2 If CMS has stopped managing calls, print the Events Log Report to see
what sequence of error messages was generated.
3 Reboot the PC by pressing the reset button located below the disk drives
on the front of the PC or by turning the PC off and then on again.
4 Try to restart CMS Call Management.
— If CMS restarts, check to see if it is managing calls correctly.
— If CMS is managing calls correctly, check CMS periodically for a
recurrence of the problem.
5 If CMS does not restart, or if you get the same SYSERR again, you have
to reinstall the CMS software. See “Installing the CMS Software” in
Section 3 of this manual.
6 If CMS continues to have problems after you reinstall the software, call
the CMS Hotline: [phone]
NOTE: Be sure to have a list of the system errors generated by the
problem handy.
7 See “Managing Calls When CMS is Not Running” at the end of this
section.
System Errors 9-33