Monday August 6th, 2012
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.