Common causes of AMIS Networking problems include the following:
AMIS Networking is disabled.
The status of a remote site prevents it from receiving messages from the local site.
Networking information is not correct or is not complete.
The switch is not configured correctly.
CallPilot is not configured correctly.
There are hardware problems.
You must enable AMIS Networking to receive incoming AMIS messages and to deliver outgoing AMIS messages. To determine if AMIS Networking has been disabled to receive incoming messages or to send outgoing messages, or both, check the settings of the Message Delivery Configuration page.
Getting there CallPilot >Messaging > Message Delivery Configuration
In the AMIS section check the settings of the Outgoing AMIS Networking and Incoming AMIS Networking check boxes. Ensure that these check boxes are selected as required for your system.
Click Save to exit and save any changes that you made.
If Enterprise Networking is properly enabled, you can review the following reports:
Networking Activity report
Network Usage Bill-back report
Failed Networking Sessions alert
OM reports contain detailed information on how the system is functioning. When you attempt to locate problems with AMIS Networking, review these reports. Consider the following:
large number of accesses
the holding time may be too low, or the batch threshold is too small.
excessive “Failed to Send” messages
the remote system may be down, or the dialing translations are incorrectly
configured, or the call maximum number is too small.
high number of NDNs
users are entering incorrect addresses, or mailboxes do not exist on
the remote system.
networking traffic is excessive
an unusual or cyclical event affected the system, or the number of
channels used by AMIS Networking is too small, or the number of channels
available to AMIS Networking is too small.
failures
the remote system does not support the AMIS protocol, or the number
of channels is too small.
Configuration errors may include the following:
incorrect connection DNs
message transfer protocols that do not match between the remote and local sites
incorrect dialing plan information, including ESN prefixes and CDP steering codes
scheduling parameters that need to be modified
A site can be either intentionally disabled or put into error status. A remote site may be put into error status because of unsuccessful attempts by the local site to deliver messages to the remote site. Failed message delivery can happen for the following reasons:
The remote site is experiencing hardware or software problems.
There are site configuration errors.
If you are unable to identify the problem using CallPilot, the error may be switch-related. Perform the call trace test to determine if there is a problem with the switch configuration. Call trace helps you to determine if network calls are being blocked for one or more of the following reasons:
Digit manipulation is performed incorrectly. Either not enough or too many digits are inserted or deleted.
Class of service restrictions are either too stringent or too loose.
Dialing is incorrect. More digits are required
by the trunks or trunk routes.
Note: On the switch, you can perform a call trace on a telephone or
on a trunk and a trunk route.
The information that is required to perform the call trace test varies for each type of switch. However, the following information is usually required:
your customer number
the directory number that will be tested
the type of telephone and key number (for multiline telephones)
the terminal number (loop, shelf, card, unit) of the telephone or trunk that ill be tested
the route type and trunk number of the trunk and trunk route that will be tested
If you cannot identify the cause of the networking problem on the CallPilot server or by performing the call trace test, the problem may not be related to networking. The link diagnostic test determines if the link between the switch and the CallPilot server is working. The link diagnostic must be performed by a switch technician. To perform the link diagnostic test, follow the instructions in your switch documentation.
Hardware problems
If you are unable to locate the problem in the CallPilot networking configuration or in the switch, your system may be experiencing hardware problems that are not related to networking. Perform a basic hardware check. Examine all connections.
For further help with various troubleshooting problems, see the following topics, as required: