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MERLIN LEGEND Communications System Release 6.0
System Manager’s Guide
555-660-118
Issue 1
February 1998
Troubleshooting the System
Page 8-29Secondary Announcements Not Playing as Programmed
8
What to do: Check the number of callers waiting when the alarm goes off, as well
as the delay interval and the length of the secondary announcement.
■ If only a few callers are waiting when an alarm is signalled, increase the
announcement interval or shorten the secondary announcement to solve
the problem (see the second example in Table 8–1
).
■ If more than a few callers are waiting, go to Possible Cause 2.
Possible Cause 2: The primary announcement(s) require adjustment.
What to do: Depending upon your customer needs and current Group Calling
options, do one of the following to decrease the queue for the secondary
announcement:
■ If you are using several primary announcements, decrease the number of
primary announcements.
■ If the primary announcement is very short, increase its length so that
customers are not immediately sent to the secondary announcement
queue.
■ If neither of the above conditions apply, go to Possible Cause 3.
Possible Cause 3: The secondary announcement is set to repeat and too many
callers are waiting to hear the repeated announcement.
What to do: Set the repeat option for the secondary announcement to Off. If the
secondary announcement is not set to repeat, go to Possible Cause 4.
Possible Cause 4: Because the secondary announcement is shared by more
than one calling group, callers are waiting too long to hear it.
What to do: Make the secondary announcement exclusive to the group whose
callers are experiencing the problem. If the announcement is not shared, go to
Possible Cause 5.
Possible Cause 5: The secondary announcement device is also providing the
primary announcement, so that too many callers are waiting for the secondary
announcement.
What to do: Set up a separate secondary announcement. If one announcement
is not serving as both primary and secondary, go to Possible Cause 6.
Possible Cause 6: The calling group is set to use the Prompt-Based Overflow
setting that allows callers to dial # in response to a delay announcement so that
they can be connected to a voice mail system or other overflow receiver.
However, the system lacks sufficient touch-tone receivers (TTRs) to handle the
callers’ requests. If you are not using this setting, go to Possible Cause 7.