Troubleshooting Tests

These tests are meant to be done by users to better diagnose their system in case functionality is not working

If there are any issues with the tests for the telephony integration. Then there is most likely a fault between the DuVoice server, and the PBX phone system.

• The test-helper will:
  1. Call from a secondary-extension to the test-extension.
  2. Let the phone ring, and wait for DuVoice system to pick up the call.
  3. The DuVoice system will prompt to leave a message.
  4. Record a test message.
  5. Hang up.

• The test-helper will:
  1. Be ready at the test-extension.
  2. The message waiting indicator on the test-extension will be illuminated (if applicable).
  3. Dial from test-extension to the DuVoice system using the programmed voicemail button or by dialing the DuVoice system’s number.
  4. The DuVoice system will prompt that there is a message.
  5. Listen to the message.
  6. Delete the message.
  7. Hang up.
  8. The message waiting indicator on the test-extension will turn off within a few seconds (if applicable).

• The test-helper will:
  1. Dial from test-extension to the DuVoice system using the programmed voicemail button or by dialing the DuVoice system’s number.
  2. The DuVoice system will prompt that there are no new messages.
  3. Press ‘3’ to schedule a wake-up call.
  4. The DuVoice system will prompt the test-helper through the process of creating the wake-up call.
  5. Create a wake-up call for three minutes ahead of the current time.
  6. The test-extension will ring (within roughly three minutes).
  7. Answer the phone.
  8. The DuVoice system play the automated wake-up call message.
  9. Hang up.

If there are any issues with the tests for the hospitality integration.

Then there is most likely a fault between the DuVoice server, and the PMS hospitality system.

There is a seperate connection between DuVoice and the PBX phone system, that doesn't rely on anything telephony related, called the PBX link.

Occasionally, this link could have errors, resulting and guest caller-id being outdated.

(Rather than this resulting of a fault in the link between DuVoice and the PMS).

• Front desk staff will:
  1. Create a check-in for the test-extension under a fake name.
  2. Please wait a few seconds for the systems to process this.

• The test-helper will:
  1. Call from the secondary-extension to the test-extension.
  2. Will see the test-guest-name on the caller-id.
  3. Hang up.

• Front desk staff will:
  1. Do a check-out for the test-extension.
  2. Please wait a few seconds for the systems to process this.

• The test-helper will:
  1. Call from the secondary-extension to the test-extension.
  2. See that the test-guest-name is no longer on the caller-id.
  3. Hang up.

If the calls don't connect, then instead of a DuVoice to PMS connection issue, we most likely have a DuVoice to PBX connection issue.

If the housekeeping staff use a different method than what is listed below, please try the test below.

There are some sites where the codes are programmed on the PBX phone system rather than DuVoice.

So we will want to narrow down whether that is a PBX or DuVoice issue.

• The test-helper will:
  1. Dial from test-extension to the DuVoice system using the programmed voicemail button or by dialing the DuVoice system’s number.
  2. The DuVoice system will prompt that there are no new messages.
  3. Dial the desired maid code (611, 612, 613, etc).
  4. The DuVoice system will prompt ‘this option is complete’. (If this prompt doesn't play, hang up, and try dialing the code a little slower or faster).
  5. Hang up.
• Front desk staff will:
  1. Confirm they saw the code update on their end.