User guide

Troubleshooting
Page 86 Mitel
®
Attendant Console User Guide – Issue 3.2, September 2009
Frequently Asked Questions
Following are answers to commonly asked questions about Attendant Console operation. They
are divided into general topics to help you locate the information quickly.
If you cannot locate the answer to your question in the following list, call your Attendant Con-
sole dealer for assistance.
Attendant Console Setup Options
Q: HOW CAN I GET MY ATTENDANT CONSOLE SCREEN TO POP UP FROM AN ICON WHEN I RECEIVE A
CALL
OR MESSAGE?
A: Enable “Restore Program When Call Rings” from the User tab on the Options dialog.
Screen Will Not Pop-Up
Q: EVEN THOUGH I SET RESTORE PROGRAM WHEN CALL RINGS IN, WHY DOESN’T THE ATTENDANT
CONSOLE COME TO THE FRONT WHEN A CALL RINGS IN?
A: Microsoft added a feature to Windows XP/Vista to prevent an application from popping in
front of the application you're currently using. If another application has received input from
the user within a short, but undocumented, amount of time, Windows XP/Vista prevents
any other program from putting itself in the foreground. Instead, the program can only flash
it's icon in the start bar.
Therefore, if you are using another program, like Microsoft Word, and a call rings in, Win-
dows XP/Vista may prevent the Attendant Console from popping in front of Word, but will
instead force the Attendant Console to blink in the task bar.
The OAI Server is
unable to communicate
with the telephone
system (Continued)
In an Axxess system,
the Axel Office Server's
bit rate is configured
incorrectly
The bit rate configured in the Axel Office Server must match the
bit rate of the telephone system CPU serial port. Ensure these
bit rates match. Also, ensure Autobaud is disabled on the
telephone system serial port.
Wrong TCP port In an Axxess system, the Axel Office Server provides four serial
ports. Ensure the Attendant Console TCP port matches the
serial port that is connected to the telephone system.
In an Axxess system,
the system serial port
not programmed
Ensure the telephone system serial port is configured for
System OAI level 2 (no EFP) and both System OAI Events and
System OAI Third Party Call Control premium features are
enabled.
The OAI Server
unexpectedly closed the
connection
In an Axxess system,
the Axel Office Server is
already in use by
another application
Only one application can use a serial port. Verify the console is
connecting to the correct TCP port To do so, select Options
from the Console drop-down menu. The Connection tab shows
the TCP port.If the TCP port is correct, determine what IP
address is already using the Axel Office Server. To do this,
telnet to the Axel Office Server's configuration port: “telnet
<axel_ip_addr> 4096". Select Connections from the Tools
Setup menu.
Switch Transceiver,
CPC, or Call Processing
Server in an Axxess
system or a CS-5200/
5400/5600 in an 5000
CP not responding
Verify the Attendant Console is using the correct OAI
password. To do so, select Options from the Console drop-
down menu. On the Connection tab, select the OAI Server and
click Edit. This password must match the password required by
the OAI Server.
This password is case sensitive.
Error/Warning Problem Fix