Troubleshooting guide

Tools and Embedded Applications
135
Automatic Call Distribution
Unable to complete a Form Print
and or complete a Logs Capture
from the System Diagnostics
Reporting form
.
System Name is unknown. If the
System Name is programmed
properly, it appears in the left
corner of the System
Administration Tool window.
Enter the System Name properly in the
Network Elements form.
ISDN Maintenance & Administration Tool (IMAT)
Receive a “missing DLL file” error
while loading IMAT software on
PC running Windows 98.
Missing required DLL file. Obtain and install required DLL file. Refer
to Mitel Knowledge Base article
05-3849-01044. The required DLL file is
attached to this article.
When you use IMAT to retrieve
the database from the Universal
NSU, the database files do not
appear to have been downloaded
NSU is running as ISDN node. Refer to Mitel Knowledge Base article
06-5104-00038.
Table 40: ACD Troubleshooting
Symptom Probable Cause Corrective Action
Calls stay in Queue and are
not
rerouted to path unavailable point.
Programming error. Refer to Mitel Knowledge Base
article 06-5163-00009
ACD RAD ports don’t play for incoming
calls on SIP Trunks
Programming error. In the SIP peer profile, make sure
that “Suppress Use of SDP
Inactive Media Streams” is set to
NO.
Refer to Mitel Knowledge Base
article 07-5157-00018 for more
information.
The “Generic Group Alert” key does
not work.
The Generic Group Alert function
is intended to display single queue
status when an agent logs in. If the
agent belongs to multiple groups,
the function does not know which
group to display and will not work.
To display the queue status for
each group that includes that
particular agent, program a
“Specific Group Alert” key for each
group.
Table 39: System Administration Tool Troubleshooting
Symptom Probable Cause Corrective Action
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