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APPENDIX B. TROUBLESHOOTING B-3
Understanding these different data paths can be important in understanding and troubleshooting
the TeleVantage system. For example, the previous diagram shows that if a user can listen to
voice mail messages using the telephone commands, but cannot do so using ViewPoint,
problems with file sharing or accessing the MSDE database may be the cause. To solve the
problem, you would use Windows Explorer to check the file sharing privileges on the Server
machine.
Troubleshooting telephone problems________________________
This section provides information about the following problems:
Q Calls are rejected. See page B-3.
Q Faint music heard on calls. See page B-3.
Q All incoming calls hear a busy signal but the phones are not busy. See page B-3.
Q Hang up not being detected. See page B-4.
Q Gateway calls between TeleVantage Servers fail. See page B-4.
Q Toshiba Strata DKT-series digital phones do not appear in the Device Monitor. See page
B-4.
Calls are rejected
Possible causes for the error message, “I’m sorry, the other party rejected the call” include the
following:
Q The call is placed on an Internet telephony trunk, and the receiving party does not have
an IP phone.
Q None of the trunks at the receiving end are configured to accept incoming calls.
Q An outbound call is placed on an ISDN line, but the switch sends TeleVantage a
disconnect message before the call is connected to the intended recipient.
Faint music heard on calls
This problem is probably due to radio interference. Installing a Radio Shack RF Filter (Part
Number 43-150) on the user end between the jack and the phone should correct the problem.
All incoming calls hear a busy signal but the phones are not busy
Use the Services icon on the Windows Control Panel to ensure the Dialogic service is running.
When Dialogic boards are powered up and no drivers are present, the reaction to incoming calls
is controlled by the setting of the hook-state switch (SW1) on the boards. This switch may be
set to generate a busy signal.