Lodging Troubleshooting Procedures

The following sections describe problems that may occur during installation and the recommended troubleshooting and repair procedures.

This sections includes procedures to follow if the:

• System does not display the INTUITY Lodging screens
• System does not answer
• System answers with a prompt from the wrong application
• System plays out an error message
• Call cannot be transferred to the attendant
• Message waiting indicator does not operate
• Message cannot be retrieved through the attendant

System Does Not Display the INTUITY AUDIX Lodging Screens

If the INTUITY AUDIX system does not display the INTUITY Lodging screens:

1. Log out and then log back in to the system. The INTUITY AUDIX Administration screen displays the INTUITY Lodging option.
2. Select:

INTUITY Lodging

If the system does not display the screens, continue with Step 3.

3. Reload the INTUITY Lodging software. After you have reloaded the software, continue with Administering INTUITY AUDIX Lodging Parameters and Basic Features.
    
   

   Note: You do not need to remove any software to reinstall the INTUITY Lodging software.

System Does Not Answer

If the INTUITY AUDIX system does not answer:

1. Verify that you are calling the correct extension.
2. Inspect the cabling between the switch and the INTUITY AUDIX system. Be sure that all cables are firmly connected into the ports. Also check the link from the switch to the INTUITY AUDIX system.
3. Attempt the call again. If the system fails to answer, continue with Step 4.
4. Verify that the voice system is running. The INTUITY AUDIX system will not answer telephone calls if the voice system is not operating:
1. Start at the INTUITY Main Menu and select:

	Customer/Services Administration
		System Verification
			Verify System Status

The system displays the Verify System Status screen.

2. Use the UP ARROW key and the DOWN ARROW key to locate the System status of vs: field.
3. Verify that the field reads: Voice System is Up.
5. Determine your next step:
• If the voice system is up press F6 (Cancel) three times to return to the INTUITY Main Menu. Continue with Step�6.
• If the voice system is not up:
1. Press F6 (Cancel) two times to return to the Customer/Services Administration screen.
2. Select:

		System Management
			System Control
				Start Voice System

The system displays a series of auditing messages. After the voice system is up, the system displays the following message: Press Enter to continue....

3. Press ENTER to return to the system screens when you see this message.
4. Wait a few minutes and try the call again. If the system does not answer, press F6 (Cancel) three times to return to the INTUITY Main Menu. Continue with Step 6.
6. Start at the INTUITY Main Menu and select:

Voice System Administration
		Voice Equipment

The system displays the Display Voice Equipment Window.

7. Verify that the STATE: field for all channels is Inserv, that each channel has a SERVICE-NAME, and that each channel has the correct telephone number.
    
   

   Important! The SERVICE-NAME for each channel should be *DNIS_SVC.

8. Determine your next step:
• If the STATE: field displays any state other than Inserv, perform tip/ring circuit card diagnostics.

Contact your remote support center if a tip/ring circuit card fails diagnostics.

• If the SERVICE-NAME: field for each channel is not *DNIS_SVC, assign services to called numbers, and map services to channels for operation.
• If the telephone number is incorrectly mapped to the channel, enter the correct telephone number for the channel.
• If the STATE: field, SERVICE-NAME: field, and PHONE: field are correct, continue with Step 9.
9. Verify that the correct services are assigned to the called numbers. Display the "Assign Services to Called Numbers" window to verify the service names and associated numbers.
    
   

   Note: Each service name must have an associated called number or show the word ANY. ANY allows the system to answer the call for "any" called number as long as the call comes to the INTUITY AUDIX system.

10. Try the call again. If the call fails, continue with Step 11.
11. The switch link, the channels, or the call coverage path may not be administered correctly.

If the contract specifies that you are to perform the switch administration, see the switch document for the integration that you are installing and verify your administration.

If you are not to perform the switch administration, contact the remote support center and install the remote maintenance modem. Remote support can then dial in and inspect the system. They may also instruct you to contact the customer system administrator and ask that the switch administration be verified.

System Answers with a Message from the Wrong Application

If the system answers with a message from another application:

1. Verify that you dialed the correct extension or message retrieval number.
    
   

   Note: On co-resident systems, that is, systems that are operating both voice messaging applications, INTUITY Lodging requires a dummy number that covers to the INTUITY AUDIX system hunt group. Calling the INTUITY AUDIX system hunt group number causes the INTUITY AUDIX application to answer.

2. Try the call again. If you still obtain an incorrect prompt, continue with Step 3.
3. If you are calling an extension to go to coverage, verify that the extension you are calling is a checked-in guest for the INTUITY Lodging application.
    
   

   Note: Extensions should not be administered for both the INTUITY AUDIX and the INTUITY Lodging applications. If an extension is administered for both, the covered calls will be directed to the INTUITY Lodging application.

4. Try the call again. If you still obtain an incorrect prompt, continue with Step�5.
5. Verify that the correct services are assigned to the called numbers. See Assigning Services to Called Numbers and Assigning LGfax Service to an Extension for procedures to verify the service names and associated numbers.
    
   

   Note: Each service name must have an associated called number or show the word ANY. ANY allows the system to answer the call for "any" called number as long as the call comes to the INTUITY AUDIX system.

6. Try the call again. If you still obtain an incorrect prompt, contact your remote support center.

The System Plays an Error Message

The table below lists the error messages, possible causes, and possible remedies.
 

Table: Telephone Interface Error Messages, Possible Causes, and Solutions

Error Message	Possible Cause	Possible Remedy
Login incorrect.	Wrong extension or password entered through the telephone interface.	Verify the extension number and password, if one is in use, and attempt the call again.
	Wrong extension or password entered for the test guest during the check-in procedures.	Display the test guest mailbox administration. (Start at the INTUITY Main Menu and select: Lodging Administration, Guests Mailbox Administration, Mailbox, and then enter the extension number). Verify your entries. If the system does not display guest administration for the extension, the test guest was assigned to the wrong extension.
	Too many digits for the extension.	Verify the Maximum Extension Length parameter setting on the INTUITY Lodging System Parameter Administration screen. See Administering INTUITY AUDIX Lodging Parameters and Basic Features for information on how to access the screen.
	Attempting to retrieve messages from a lobby or other telephone and entering too may digits for the extension.	Verify the Maximum Extension Length parameter setting under the INTUITY Lodging System Parameter Administration screen. See Administering INTUITY AUDIX Lodging Parameters and Basic Features for information on how to access the screen. Contact the project manager if there is a discrepancy between the number of digits planned for and the number of digits required. Modify the parameter.
Invalid extension or Invalid password.	Wrong extension or password entered through the telephone interface.	Verify the extension number and password and try the call again.
No default guest interface language has been specified.	No default language is assigned for the INTUITY Lodging application.	Assign a default guest interface language on the INTUITY Lodging System Parameter Administration screen.
Transfer failed.	Switch failed to make a successful transfer.	Try the call again. The attendant hunt group or the attendant queue may be misadministered. If the call fails a second time, and the contract includes switch administration, see the switch document. If the contract does not include switch administration, contact your project manager.
	No Primary Attendant or hunt group is administered on the INTUITY Lodging System Parameters Administration screen.	Verify that the Attendant Extension and Hunt Group Or Primary Attendant parameters contain the correct extensions on the INTUITY Lodging System Parameter Administration screen. See Administering INTUITY AUDIX Lodging Parameters and Basic Features for information on how to access the screen.
No one is checked in to the room you dialed.	The attendant transferred the caller to the wrong extension.	Contact the attendant, review the extension number, and try the call again.
	The test guest is not checked in.	Display the test guest mailbox administration. (Start at the INTUITY Main Menu and select: Lodging Administration, Guests Mailbox Administration, Mailbox, and then enter the extension number). Verify your entries. If the system does not display guest administration for the extension, the test guest was assigned to the wrong extension.
	The wrong extension was used to check in the guest.	Check out the test guest associated with the wrong extension number and check in the test guest with the correct information.
	The number of digits in the guest's extension exceeds the Maximum Extension Length system parameter.	Verify the Maximum Extension Length parameter setting on the INTUITY Lodging System Parameter Administration screen. See Administering INTUITY AUDIX Lodging Parameters and Basic Features for information on how to access the screen. Contact the project manager if there is a discrepancy between the number of digits planned for and the number of digits required. Modify the parameter.
No one is available to receive your call.	No attendant extension was entered in to the Hunt Group or Primary Attendant parameter on the INTUITY Lodging System Parameter Administration screen.	Verify that the Attendant Extension and Hunt Group Or Primary Attendant parameters contain the correct extensions on the INTUITY Lodging System Parameter Administration screen. See Administering INTUITY AUDIX Lodging Parameters and Basic Features for information on how to access the screen.
	All of the attendant extensions are busy and the queue is full.	Try the call again.
This call is experiencing technical difficulties.	The switch link is not operating.	See Chapter 7, "Subscriber Deletion and Alarm Origination/Remote Maintenance", in INTUITY AUDIX Lodging Administration and Feature Operations for how to display the alarm log and check for switch link alarms.
	The phone to channel mapping may be incorrect.	See the System Does Not Answer.
	The PMS link is down. When the PMS link is down, the Calls For Guests Handled By: parameter is set to attendant.
Message is terminated by transfer to the operator	The touchtone 0 was pressed while recording, causing transfer to the operator.	Re-record the message. Be careful not to enter any touchtones. Note: Occasionally the human voice may simulate touchtones, causing the system to react. Re-record the message.

Call Cannot Be Transferred to the Attendant

If you cannot transfer to the attendant, verify that the number is correct in the Hunt Group: field or Primary Attendant: field on the INTUITY Lodging System Parameter Administration screen.

See Administering INTUITY AUDIX Lodging Parameters and Basic Features to make any corrections.

MWI Does Not Operate

If the message waiting indicator (MWI) does not operate:

1. Verify that the test guest telephone is properly connected:
1. Check the telephone set connection. When you insert the telephone line into the telephone set, it will click when properly in place.
2. Test the bulb manually by sending a message-waiting call from the attendant console. If the bulb does not light, ask for a replacement telephone.
2. Verify that the Message Lamp Controlled By: parameter on the System Parameter Administration screen is LDG. If this parameter is PMS, the switch is waiting for a signal from the PMS to activate the MWI. For these tests, change the parameter to LDG if it is set to PMS.
3. Verify that the MWI for the extension is enabled and that the appropriate type is set on the switch.

If the contract specifies that you are to perform the switch administration, see the switch document for the integration that you are installing and verify the administration.

If you are not to provide switch administration, contact the customer system administrator and ask that the switch administration be verified.

4. Verify that the switch link is operating.

If the contract specifies that you are to perform the switch administration, see the switch document for the integration that you are installing and verify the link.

If you are not to provide switch administration, contact the customer system administrator and ask that link operation be verified.

Message Cannot Be Retrieved Through the Attendant

If the test message cannot be retrieved through the attendant:

1. Verify that the attendant's extension is correctly entered into the INTUITY Lodging's System Parameter Administration screen. See Administering INTUITY AUDIX Lodging Parameters and Basic Features to display the System Parameter Administration screen.
2. Verify the procedures that the attendant used, including the password.
3. Try the call again.

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