Q: My organization uses a Siemens HiPath 4000 phone system.  We have a ProCenter Presenter agent who is unable to log-on to the desktop application.  What could be causing this and is there an easy fix?

A: There are various reasons why an agent may not be able to log-on to the desktop application.  The most common reasons are:

• The agent ID is already in use at another agent station
• The password is incorrect
• The server name may not be correct on the agent log-on screen

To fix the above issues:

Please feel free to give us a call for more details (866) 536-7305.

Siemens Simplified Tech Tips are provided for educational purposes only. Telizent Maintenance Services will not be liable for any errors or inaccuracies, or any actions taken in reliance thereon. Telizent Maintenance Services expressly disclaims all warranties – expressed or implied – as to the accuracy of any of the content provided, or as to the fitness of this information for any purpose.  If you are not trained on the systems you are administering or are not comfortable performing the steps described in the Siemens Simplified Tech Tips you should contact Telizent for trained technical support.

Q: During the last month when I check our company’s Siemens PhoneMail system, the `Percent of Disk Used’ has indicated above 80 percent several times. Our system typically indicates between 65 and 70 percent usage.  I am concerned about running out of storage and am wondering if I should have a new hard drive installed?

A: Adding a new hard drive for storage may help your situation. If you have added large numbers of employees recently who are also PhoneMail users, that could account for your higher percentage usage.

There are a couple of actions you can take to help evaluate your usage situation.  First, you should process a Message Age Report for messages over 30 days old. To run this report enter the following commands once you’ve logged-in to the PhoneMail system:

• Function: Report
• Report Type:  msgage
• Message Age (days):  30
• Scope:  all

Second, you should process a Message Age Report for messages over 60 days old.  To run this report enter the following commands once you’ve logged-in to the PhoneMail system:

Function: Report

Report Type:  msgage

Message Age (days):  60

Scope:  all

From these two reports you can find the `threshold point’ to establish as the maximum days to allow for message retention.

You can manage this `threshold point’ by sending a PhoneMail broadcast message to all users requesting users to delete all messages over 30 days old.  Indicate to your users the need to do this for the following two reasons:

• Decrease the storage space of old messages (the use of PhoneMail as an electronic filing cabinet)
• Increase the amount of storage space for new users

You should process the 30 day Message Age Report periodically to ensure compliance with your message storage policies.

Please feel free to give us a call with any questions at (866) 536-7305.

Siemens Simplified Tech Tips are provided for educational purposes only. Telizent Communications will not be liable for any errors or inaccuracies, or any actions taken in reliance thereon. Telizent Communications expressly disclaims all warranties – expressed or implied – as to the accuracy of any of the content provided, or as to the fitness of this information for any purpose.  If you are not trained on the systems you are administering or are not comfortable performing the steps described in the Siemens Simplified Tech Tips you should contact Telizent for trained technical support.

Q: I am the system administrator of multiple Siemens Hicom 300, HiPath 3000 and HiPath 4000 PBX systems. We recently acquired a new site that has a Hicom 300 (9006.6) system and when I access it using LC-Win I receive the following error message:

“This LC-Win Client application is not compatible with the LC-Win Server (UX-TP2.10.046).  Please install the proper version, and then re-start LC-Win.  Please note:

R6.6 Client versions>(48) does not run with server versions <(48)

R6.5 Client versions>(360) does not run with server versions <(360)

Press <OK> to close this application”

Can you tell me what the issue might be?

A: The various release versions of the Hicom 300, 9006.x software require a specific release version of LC-Win software for use as an administrative tool.

From what I can tell the 9006.6 system you are accessing is down level software and you need to obtain the correct version of LC-Win software for that system; LC-Win 4.0.046. The correct version of the LC-Win software CD should have been included with the system software shipped to the PBX site.

You will need to located this LC-Win software CD from the site you are getting the error message from and then install the software on your PC in its’ own directory. Then, load the new LC-Win software whenever you are accessing the 9006.6 site for software administration.

Please feel free to give us a call with any questions at (866) 536-7305.

Siemens Simplified Tech Tips are provided for educational purposes only. Telizent Communications will not be liable for any errors or inaccuracies, or any actions taken in reliance thereon. Telizent Communications expressly disclaims all warranties – expressed or implied – as to the accuracy of any of the content provided, or as to the fitness of this information for any purpose.  If you are not trained on the systems you are administering or are not comfortable performing the steps described in the Siemens Simplified Tech Tips you should contact Telizent for trained technical support.

Q: Our company uses a HiPath 4000 phone system.  I have a few users with optiPoint 500 advance model phones that need to determine who is calling them while they are on the phone.  Their overflow line rings but they cannot see the calling party number.

Currently, if a call rings their phone while they are idle, the calling party number is displayed without a problem.  Is there a way for these users to see the calling party number while on the phone?

A: The Siemens HiPath 4000 PBX does allow this functionality by configuring a preview key on the user’s phone.  To configure the preview key navigate via your Assistant software to the following screen:

• Configuration-management-station-station

• Search on the desired station number

• Select the Indiv. key layout box and add the preview key via the Key Functions drop down box

Instruct your users to do the following to use the preview key feature you just added:

• As a call arrives on a phone that is in use, press the preview key followed by the line key that is ringing

There is no need to tell the first caller to hold or to wait as the process does not interfere with the call that is already in progress. The user should now be able to place the first party on hold and answer the second line if desired. The above steps will also work on Optiset E phones.

Feel free to give us a call for more details at (866) 536-7305.

Siemens Simplified Tech Tips are provided for educational purposes only. Telizent Communications will not be liable for any errors or inaccuracies, or any actions taken in reliance thereon. Telizent Communications expressly disclaims all warranties – expressed or implied – as to the accuracy of any of the content provided, or as to the fitness of this information for any purpose.  If you are not trained on the systems you are administering or are not comfortable performing the steps described in the Siemens Simplified Tech Tips you should contact Telizent for trained technical support.

Q: I have a HiPath 4000 PBX with a number of users that place conference calls each day. Some of these users have complained that even if they press the DND (Do Not Disturb) key on their phone before they start their conference, the phone rings if called while the conference is in progress. The DND indicator lights but the phone still rings.  How can I prevent this?

A: The HiPath 4000 DND feature only places the prime line in Do Not Disturb. Check to see if the call is arriving on the secondary or overflow line. If a call arrives at the phone on the secondary line or forwards to the secondary line the phone will ring.

To fix this issue replace the DND key with RCOFF (Ringing Cut Off) which will silence the ringer for both lines. You change the DND to RCOFF on the phone via your 4000 Assistant software. You make the change by navigating to the configuration management, station and station screen.  Enter the station extension to be changed. Select the individual key layout (box). Change the DND key to RCOFF.

Note that the line indicator still flashes when rung in this state, and the calling party still hears ring-back tone. Because voicemail is so prevalent, most users are setup for the prime line to forward to the second line under a busy condition which then forwards to voicemail. In this case the calling party would hear ring-back tone for the duration of the typical ring cycle of the secondary line and then be forwarded to voicemail. Also note that pressing the call forward key at any time during the ring cycle immediately sends the call to the configured destination.

Feel free to give us a call for more details at (866) 536-7305.

Siemens Simplified Tech Tips are provided for educational purposes only. Telizent Communications will not be liable for any errors or inaccuracies, or any actions taken in reliance thereon. Telizent Communications expressly disclaims all warranties – expressed or implied – as to the accuracy of any of the content provided, or as to the fitness of this information for any purpose.  If you are not trained on the systems you are administering or are not comfortable performing the steps described in the Siemens Simplified Tech Tips you should contact Telizent for trained technical support.

Q:  Our company uses a Siemens HiPath 3000 phone system with PhoneMail.  Recently we downsized our call-center resulting in an increased number of voicemails being left by our customers and have been receiving numerous reports of busies when customers try to leave PhoneMail messages.  We are also receiving reports of busies when our employees try to access PhoneMail. Our HiPath 3000 PBX indicates all PhoneMail channels are working.  Is there a way to find out why we are frequently getting busies from PhoneMail?

A: The symptoms you describe are indicative of a possible `traffic’ issue with your Siemens PhoneMail system and may be a result of the increase in calls to PhoneMail that you reference above.  The net result of this increase in calls could be that all channels to your PhoneMail system are busy and not available to be accessed to leave or retrieve messages.

There is a useful report in legacy Siemens PhoneMail systems that can help you diagnose or understand your current call `traffic’ patterns to PhoneMail. You access this report via the System Administrator screens.  Using your System Administrator logon and password you will execute the following commands at the `FUNCTION’ prompt:

• Function: reports
• Thu Aug 2, 2012 4:19 PM  (This will come back from PhoneMail)
• Action: list  (enter List at the Action’ prompt)
• Report Type: channel  (enter channel at the `Report Type’ prompt)

Following is an example output for your request entries:

Channel Usage Report

From: Fri Aug 1, 2003 12:00 AM

To:   Thu Aug 2, 2012 12:00 AM

(Incoming)      (Outgoing)     (Total)

Time      % Busy          % Utilization   % Utilization   % Utilization

—-           ——              ————-         ————-         ————-

You will now see time entries for each column above beginning at 1 AM to Midnight and the following summary fields:

• Number of Minutes All Channels Were Busy
• Number of Times All Channels Were Busy
• Average % Incoming Utilization Per Day
• Average % Outgoing Utilization Per Day
• Average % Total Utilization Per Day

This listing will give you an initial status of the traffic on your PhoneMail system for the dates indicated in the output.  You should run this report on a daily basis for a one week period to gain a holistic perspective of when your PhoneMail channels are at their busiest.

When doing a weekly study of traffic you should list this report before your company opens for the business day and then clear the PhoneMail statistics for the last 24 hour period; this will give you a daily report to base your traffic study on.

To clear the previous 24 hour statistics you will need to enter the following command at the FUNCTION prompt:

• Function:  sysstatistics
• Thu Aug 2, 2012 4:21 PM  (this will come back from PhoneMail)
• Action:  Clear  (enter `clear’ at the `action’ prompt)
• Clearing is complete  (this will come back from PhoneMail)

After analyzing this report you may find that you need to rearrange agent schedules to meet peak call demand and prevent further PhoneMail busy signals.

Please feel free to give us a call with any questions at (866) 536-7305.

Siemens Simplified Tech Tips are provided for educational purposes only. Telizent Communications will not be liable for any errors or inaccuracies, or any actions taken in reliance thereon. Telizent Communications expressly disclaims all warranties – expressed or implied – as to the accuracy of any of the content provided, or as to the fitness of this information for any purpose.  If you are not trained on the systems you are administering or are not comfortable performing the steps described in the Siemens Simplified Tech Tips you should contact Telizent for trained technical support.

Q: My company uses a Siemens HiPath 4000 phone system with Xpressions voicemail.  I need to have a message waiting indicator light for a single extension appear on multiple phones.

Specifically, we have a sales line that several users share and they each need to know when a message is left by a customer.  Is this possible and if so how can it be setup?

A: In the HiPath 4000 V1 SMR8 system and higher and the V2 SMR8 system and higher it is possible to have multiple PhoneMail and Xpressions message waiting lights and buttons.  This feature is a great way to set-up a shared voicemail box on multiple phones for multiple users.  Other uses of this feature include:

• Allows a user to have a private mailbox and a work mailbox on the same phone.
• Enables multiple voicemail keys to be used on a phone (i.e. – sales, service, contracts, tech support, engineering, product returns, etc.).  This is only limited by the amount of lines the phone supports.

To configure this feature:

• Within AMO-tapro, setup MBLINE;
• Within AMO zand:reserve, confirm 130 is set to yes;
• Finally, add the ZIELN parameter, enter the prime station number, enter type=MBLINE, the key number of the MBLINE and the STNOMB of the voicemail box you want to add to the KEY.

Feel free to give us a call for more details at (866) 536-7305.

Siemens Simplified Tech Tips are provided for educational purposes only. Telizent Communications will not be liable for any errors or inaccuracies, or any actions taken in reliance thereon. Telizent Communications expressly disclaims all warranties – expressed or implied – as to the accuracy of any of the content provided, or as to the fitness of this information for any purpose.  If you are not trained on the systems you are administering or are not comfortable performing the steps described in the Siemens Simplified Tech Tips you should contact Telizent for trained technical support.

Q:  I recently took over software administration of our legacy Siemens PhoneMail system.  My predecessor gave me a couple of basic training sessions on the administration of the PhoneMail system before he left our company.  I know how to change names, passwords and basic items; however, I think there might be a better way to do a couple of the procedures I was taught to do.

For example, I was taught that if a person left the company, I was to delete their PhoneMail box and create a new one for their replacement.  It was explained that this would clear the messages in the previous user’s mailbox.  I’ve found that it takes a long time to create a new profile with all the entries that need to be checked and modified for use when you do `Profile- ADD’ in the system administrator screen; especially when the user profile I deleted was ready to use except for changing the name, password, and deleting the old messages.

I typically do 5 to 10 of these a day, along with my other duties; is there a way to save time on this process?

A:  Good news! You can save a lot of time by utilizing the PhoneMail `PROFILE-PURGE’ command in the administrator’s command screen when `changing’ who is using an existing PhoneMail box.

From your description above, you have a lot of situations where an existing telephone extension and PhoneMail user box is taken over by a new employee; and could be reused if you did not have to worry about deleting the old messages.

By using the `PROFILE-PURGE’ command first on a PhoneMail user box you are only deleting the messages in that user’s PhoneMail box. You then only have to change the name and password utilizing the `PROFILE – MODIFY’ screen. Below is an example of the `PROFILE- PURGE’ command at the administrator’s screen:

Function:  profile

Thu Jul 19, 2012, 4:16 PM

Action:  purge

Subscriber Name or Extension: (enter the profile extension number and press the enter key)

Follow the PhoneMail prompts to complete.

An added benefit of utilizing the `PROFILE-PURGE’ command structure is that you actually delete any old messages from the hard drive, clearing up storage space.

Please feel free to give us a call with any questions at (866) 536-7305.

Siemens Simplified Tech Tips are provided for educational purposes only. Telizent Communications will not be liable for any errors or inaccuracies, or any actions taken in reliance thereon. Telizent Communications expressly disclaims all warranties – expressed or implied – as to the accuracy of any of the content provided, or as to the fitness of this information for any purpose.  If you are not trained on the systems you are administering or are not comfortable performing the steps described in the Siemens Simplified Tech Tips you should contact Telizent for trained technical support.

Q: I have a request to setup a telephone broadcast call configuration for 2 phones in my HiPath 4000 PBX system. I have created the phantom extension you described in your last post, placed it on the target phones and verified the classmark “vce” is in the phone configuration and the target OptiPoint 500 advanced phones.

I have assigned vc spkrcall, comspk and broadcast in sdat.  I have also verified access code #80 is configured, but the broadcast call fails when I dial it.

Have I missed something?

A: You should also verify that VCP=N is set in the sbcsu configuration on the targeted phones:

• First list the SBCSU records for the targeted phones
• Then verify the VCP=N
• If the VCP does not equal “N” you can change the value of VCP via the del-actda amo in the sbcsu record

The value should now be set on the primary extension of the phones that have the phantom line configured on them and the broadcast call should complete successfully.

Feel free to give us a call for more details at (866) 536-7305.

Siemens Simplified Tech Tips are provided for educational purposes only. Telizent Communications will not be liable for any errors or inaccuracies, or any actions taken in reliance thereon. Telizent Communications expressly disclaims all warranties – expressed or implied – as to the accuracy of any of the content provided, or as to the fitness of this information for any purpose.  If you are not trained on the systems you are administering or are not comfortable performing the steps described in the Siemens Simplified Tech Tips you should contact Telizent for trained technical support.

Q: My organization doesn’t have an overhead paging system and I need to broadcast a message to a group of employees.  Is it possible to use our Siemens HiPath 4000 phone system to broadcast a message?

A:  The HiPath 4000 does have a broadcast feature that can be used in various scenarios when an organization may not have a ‘loud speaker’ to make announcements.  Common uses of the HiPath 4000 broadcast feature include:

• Emergency notifications
• Weather warnings
• Evacuation notices
• Social events
• Etc…

The broadcast feature can open the speaker of up to 40 idle phones at one time.  The maximum number of broadcast groups that can be configured is 10.  Therefore, the maximum amount of broadcast users is 400.

Follow the bullets below to setup a broadcast configuration on your Siemens HiPath 4000 system:

• Create a phantom extension number and add it as a line appearance on those phones that will be used as the ‘broadcast speaker’.  The phantom extension can appear on up to 40 digital phones. (The user performing the ‘broadcast’ does not have to have the phantom extension on their phone.)
• Each primary phone, must have  COMSPK & BROADCAST set as an attribute.  They will also need to have Voice Call Protection (VCP) set to NO.

The designated broadcaster can then make a test broadcast by doing the following:

• Obtain dial tone
• Enter code #80 + the phantom ext#

There will be a single ring and a couple of seconds later the speaker(s) will open and the user may start speaking.

It is recommended that the end users are instructed not to pick up a ringing line while the broadcast message is in progress as this will end the broadcast announcement.

Feel free to give us a call for more details at (866) 536-7305.

Siemens Simplified Tech Tips are provided for educational purposes only. Telizent Communications will not be liable for any errors or inaccuracies, or any actions taken in reliance thereon. Telizent Communications expressly disclaims all warranties – expressed or implied – as to the accuracy of any of the content provided, or as to the fitness of this information for any purpose.  If you are not trained on the systems you are administering or are not comfortable performing the steps described in the Siemens Simplified Tech Tips you should contact Telizent for trained technical support.