How-To Guide Chapter 9

CG 2400 User Guide
184
Software
Situation
Description
CyberGenie@Work
always uses
nonbusiness hours
welcome message
Cause Incorrect configuration.
Actions Verify that the ALWAYS USE NONBUSINESS
HOURS on the Set Business Hours tab for External
Line(s) configuration is unchecked.
Check the PC system time.
Incorrect
on-hold music
is played
Cause Incorrect configuration
Action Verify the filename on the CyberGenie
configuration window. The default file is
musichld.wav.
The prompt for
system configuration
password never
shows up
Cause Incorrect configuration.
Action Enable the password check on the
CyberGenie configuration by checking System
PIN required, then entering PIN.
CyberGenie
doesn’t use correct
voice (male/female)
Cause Incorrect configuration.
Action Verify that the correct voice is selected on
the CyberGenie configuration window.
An incorrect
announcement or
no announcement
is being played
Cause Incorrect configuration.
Actions Verify that the announcement files have not
been deleted, damaged, or replaced. Do this by
playing back the announcement through
CyberGenie configuration. If the file does not
play, re-record the announcement. If the problem
persists, reinstall software to replace the default
files.
Calls are
being routed to
an incorrect
destination
Cause Incorrect or incomplete configuration.
Actions Verify routing information under the
External Lines configuration for both business and
nonbusiness hours. Also, check Users configuration
to ensure calls are routed to handsets.
Verify that handsets are subscribed and assigned to
users.
Check the call forwarding properties for the handset
users.
Appendices
185
There is an error
in call forwarding or
message notification
Cause Incorrect or incomplete configuration.
Action Check Call Forwarding and Messaging
boxes on Users configuration.
The call log is empty Cause Incorrect or incomplete configuration.
Action Check call log configuration on Call Log
configuration window.
I cannot make a call
by saying a
caller’s name
Cause Speech recognition disabled in Contacts.
Action Make sure that contact entry has speech
recognition enabled.
Line lock out
Cause Software is unable to detect remote on-hook
message.
Action Wait for 20 seconds or reset the base
station.
PC displays
an unknown device
message
Cause Driver was not copied from CD (during
installation process) before plugging in the base
station’s USB cable to PC.
Action Uninstall software. Disconnect base station
from power outlet. Reinstall software, making sure
you do not reconnect base station to power supply
until prompted by system to connect base station.
Handset
Situation
Description
My handset
is not working
Actions Reset the handset.
Reset the base station power.
Replace the handset battery
Refer to the handset manual for additional
information.
My handset
gives a busy tone or
constant dial tone
Cause Attempting to make internal call while
system is in standalone mode, or inconsistent state
of base station, handset, or software.
Actions Ensure that handset is subscribed to base
station.
Verify that handset is fully charged.