Definity ECS Little Instruction Book

Definity ECS Little Instruction Book
555-233-758
Comcode 108600859
Issue 1
April 2000
Copyright  2000, Lucent Technologies
All Rights Reserved
Printed in U.S.A.
Notice
Every effort was made to ensure that the information
in this book was complete and accurate at the time
of printing. However, information is subject to
change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your
telecommunications system by an unauthorized
party, for example, persons other than your
company’s employees, agents, subcontractors, or
persons working on your company’s behalf. Note
that there may be a risk of toll fraud associated with
your telecommunications system and, if toll fraud
occurs, it can result in substantial additional charges
for your telecommunications services.
You and your system manager are responsible for
the security of your system, such as programming
and configuring your equipment to prevent
unauthorized use. The system manager is also
responsible for reading all installation, instruction,
and system administration documents provided with
this product in order to fully understand the features
that can introduce risk of toll fraud and the steps that
can be taken to reduce that risk. Lucent
Technologies does not warrant that this product is
immune from or will prevent unauthorized use of
common-carrier telecommunication services or
facilities accessed through or connected to it. Lucent
Technologies will not be responsible for any charges
that result from such unauthorized use.
Lucent Technologies Fraud Intervention
If you suspect that you are being victimized by toll
fraud and you need technical support or assistance,
call Technical Service Center Toll Fraud
Intervention Hotline at +1 800 643 2353.
Federal Communications Commission Statement
Part 15: Class A Statement. This equipment has
been tested and found to comply with the limits for a
Class A digital device, pursuant to Part 15 of the
FCC Rules. These limits are designed to provide
reasonable protection against harmful interference
when the equipment is operated in a commercial
environment. This equipment generates, uses, and
can radiate radio frequency energy and, if not
installed and used in accordance with the instruction
manual, may cause harmful interference to radio
communications. Operation of this equipment in a
residential area is likely to cause harmful
interference, in which case the user will be required
to correct the interference at his own expense.
Ordering Information
Call: Lucent Technologies Publications Center
Voice +1 888 582 3688
Fax +1 800 566 9568
International Voice +317 322 6416
International Fax +317 322 6699
Write: 2855 N. Franklin Rd.
Indianapolis, IN 46219 USA
Order: Document No. 555-233-758, Issue 1
Comcode 108600859, April 2000
You can be placed on a Standing Order list for this
and other documents you may need. Standing Order
will enable you to automatically receive updated
versions of individual documents or document sets,
billed to account information that you provide. For
more information on Standing Orders, or to be put
on a list to receive future issues of this document,
please contact the Lucent Technologies Publications
Center.
European Union Declaration of Conformity
Lucent Technologies Business Communications
Systems declares that DEFINITY equipment
specified in this document conforms to the
referenced European Union (EU) Directives and
Harmonized Standards listed below:
EMC Directive89/336/EEC
Low Voltage Directive73/23/EEC
The “CE” mark affixed to the
equipment means that it
conforms to the above Directives.
Acknowledgment
This document was prepared by the Product
Documentation Development group, Lucent
Technologies, Denver, CO USA.
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
iii
A relationship that’s responsive to you
Lucent Technologies Service Agreement
Helping you serve your company’s customers better
Three Ways the Service Agreement Relationship Delivers Real Value to Your Company
I — Additional support to maximize uptime
✺
Around-the-clock remote monitoring, proactive diagnosis and resolution delivered in seconds
– Possible only with Lucent Technologies Expert Systems
✺
Priority response times, and the right technical skills & necessary parts on-site
– Intelligent dispatch possible only with Lucent Technologies Expert Systems
✺
Fast and effective mobilization of resources and equipment in the event of an emergency
– Emergency Service Plan restores phone service with interim systems
II — Proactive response to your company’s needs
✺
Unprecedented hacker protection to manage the risk of toll fraud related losses
– System security includes toll fraud security checks and offers toll fraud indemnification
✺
Proactive notice of new developments that enhance your system’s quality and reliability
– Quality Protection Plan includes hardware, software, and labor scheduled proactively with
you
III — The help that your company expects and deserves
✺
The DEFINITY Helpline provides personal assistance from experts to answer questions and
provide advice
– Access to support from the National Customer Care Center
✺
Web-based assistance: access to unique features for managing your communications
– On-line technical information, support, and status at:
http://support.lucent.com
✺
Answers that maximize your company’s communications, quickly and consistently
– Ready access to service professionals and to Bell Laboratories Expertise
Value Available Only Through a Lucent Service Agreement
Available through Lucent Authorized Dealers subscribing to ServiceSpan II
Please contact your account representative for more information on Lucent Service Agreement Support
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
iv
Credits
Patrons
Curtis Weeks
Supporters
Ed Cote, Randy Fox, Jerry Peel,
Pam McDonnell
Writers
Renee Getter, Cindy Bittner, Larry Brown,
Kim Livingston, Bob Sisterhen
Graphics
Laurie King, Karen Consigny
Production
Meg Harrington
Contributors
Cathi Schramm, Robert Plant,
John O’Keefe
Web/CD Production Ellen Heffington, Jacki Rosellen
Special Thanks to
Kim Santich — Customer Champion; Steven Gaipa —
Marketing; Rick Thompson — DEFINITY User Group; Doug
Schneider, Marcia Bubeck, Barry Bunch, Dan Selvig, and Pat
Dolphin — DEFINITY Helpline; Dave Bancroft, Pam Terry,
and R. D. Wood — Technical Service Center; Sherilyn
McDaniel, Norma Kugler, and Dorothy Quintana — Lucent
Switch Administrators
Issue 1
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DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
v
Welcome
ix
■
Why this new book?
ix
■
We wrote this book for you!
ix
■
What information is in this book?
x
■
How to use this book
xi
■
Security concerns
xiii
■
Trademarks and service marks
xiii
■
Related books
xiv
■
Tell us what you think!
xiv
■
How to get this book on the web
xv
■
How to order more copies
xv
■
How to get help
xvi
Keeping system information
1
■
Keeping baseline information
1
■
Retrieving baseline information
2
■
Securing backups
4
Checking system status
5
■
■
Problem-solving strategies
5
Viewing the system status
6
Viewing general system operations
7
Viewing the status of a station
8
Viewing the status of your cabinets
9
Viewing changes to the system (history report)
10
How can Lucent help?
11
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DEFINITY System’s Little Instruction Book
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vi
Solving common problems
13
■
Diagnosing a problem
13
■
Solving common phone problems
14
■
The user cannot dial out
15
Incoming calls ring but do not reach the user
16
The message lamp on the phone does not go out
17
Diagnosing general trunk problems
17
Diagnosing tie trunk problems
18
Diagnosing modem problems
18
Diagnosing printer troubles
19
Diagnosing password, login, and terminal
access problems
19
Diagnosing SAT problems
19
Solving call center problems
Can’t record an announcement on
Integrated Announcement Boards
20
Callers don’t hear announcement
21
A device in an Auto Answer hunt group
doesn’t respond
22
Too many abandoned calls
22
Customers complain they get a busy signal
23
Alarms and errors
■
20
Maintenance reports
25
25
Alarm logs
31
Clearing alarm logs
34
Assigning alarm buttons
34
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DEFINITY System’s Little Instruction Book
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vii
■
Understanding common error types
34
Error type 18 — busied out
35
Error type 513 — equipment “missing”
36
Error type 1 — circuit pack removed
37
Preventing alarms and errors
38
Turn off maintenance
38
Remove unused circuit packs
39
DS1 administration
39
Using features to troubleshoot
41
Using features to troubleshoot
41
■
■
Automatic Circuit Assurance
41
Busy Verify
43
Facility Busy Indication
46
Facility Test Calls
47
Trunk Identification
49
Solving IP and H.323 problems
51
■
Solving softphone problems
51
Users cannot login (register) with IP softphone
51
User is logged in, but cannot use
softphone for calls
52
Cannot listen to messages with
INTUITY Message Manager
52
Users get message “Action cannot be completed”
52
User cannot conference or transfer
53
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DEFINITY System’s Little Instruction Book
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viii
■
■
Users cannot use Directory
53
Other tips
53
Sound quality problems
53
Isolating problems in the LAN or DEFINITY ECS
54
Running a mute test
54
Other possible causes
54
Basic troubleshooting tools
55
Using ping
55
Using trace-route
56
Finding the IP address
57
Verifying the IP softphone registration
57
Verifying the trunk registration
58
When all else fails
58
Contacting Lucent
59
■
Preparing to contact Lucent
59
■
Contacting Lucent
61
Glossary
63
Index
71
Customer Self-Service Center web site
inside back cover
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Welcome
Why this new book?
Welcome
Why this new book?
You’ve told us that you want more information on how to keep
your DEFINITY system up and running, and we’ve been
listening. This book contains the basic technical knowledge you
need to understand your telephone system. There are some
differences between the different versions of DEFINITY, but the
information provided will help you with the most basic
operations.
We wrote this book for you!
Use this book if you are a DEFINITY system administrator. Mark
it up, make notes in it. If you are a new administrator taking over
the position from someone else or if you simply want to refresh
your memory, this book is for you.
ix
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Welcome
What information is in this book?
What information is in this book?
The Little Instruction Book for basic diagnostics is divided into
sections to guide you through your day-to-day operations.
Keeping system information explains what kind of baseline
information you should keep and how to retrieve the information
from your switch. It also shows you how to verify that your
backups are successful.
Checking system status explains different problem-solving
strategies. It also tells you how to view the status of your system
and any changes that have been made.
Solving common problems tells you what questions to ask to
solve common problems. It walks you through examples of
diagnosing and correcting typical problems, and explains how to
solve basic call center problems.
Alarms and errors provides information on maintenance
reports, frequently-encountered error types, and how to prevent
some alarms and errors.
Using features to troubleshoot explains how to use specific
features to determine the status of phones, trunk lines, and
facilities.
Solving IP and H.323 problems tells you how to solve basic IP
softphone and IP trunk and H.323 trunk problems.
Contacting Lucent explains how to escalate problems to Lucent
and lists what information you should gather before you call.
x
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
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Welcome
How to use this book
xi
How to use this book
Become familiar with the following terms, procedures, and
conventions. They help you use this book with your telephone
system and its software.
■
To “move” to a certain field, you can use the TAB key,
arrows, or the RETURN key.
■
A “screen” is a screen form displayed on the terminal
monitor.
■
In this book we always use the term phone; other Lucent
books may refer to phones as voice terminals.
■
If you use terminal emulation software, you need to
determine which keys correspond to ENTER, RETURN,
CANCEL, HELP, NEXT PAGE, etc.
■
Commands are printed in bold face as follows: command.
■
Keys and buttons are printed as follows: KEY.
■
Screen displays are printed in constant width as follows:
screen display.
■
Variables are printed in italics as follows: variable.
■
We show complete commands in this book, but you can
always use an abbreviated version of the command. For
example, list configuration station can be entered as list
config sta.
■
We show commands and screens from the newest
DEFINITY system and refer to the most recently released
books. Please substitute the appropriate commands for
your system (if necessary) and refer to the manuals you
have on hand.
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
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Welcome
How to use this book
xii
■
If you need help constructing a command or completing a
field entry, remember to use HELP.
— When you press HELP at any point on the command line,
a list of available commands appears.
— When you press HELP with your cursor in a field on a
screen, a list of valid entries for that field appears.
■
The status line or message line can be found near the
bottom of your monitor display. This is where the system
displays messages for you. Check the message line to see
how the system responds to your input. Write down the
message if you need to call our helpline.
■
When a procedure requires you to press ENTER to save your
changes, the screen you were working on clears and the
cursor returns to the command prompt. The message line
shows “command successfully completed” to
indicate that the system accepted your changes.
You may see the following icons in this book:
Tip:
Draws attention to information that you may find helpful.
NOTE:
Draws attention to information.
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DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Welcome
Security concerns
xiii
! CAUTION:
Denotes possible harm to software, possible loss of data, or
possible service interruptions.
! SECURITY ALERT:
Indicates when system administration may leave your
system open to toll fraud.
Security concerns
Toll fraud is the theft of long distance service. When toll fraud
occurs, your company is responsible for charges.
Call the Lucent Technologies Security Hotline at
+1 800 643 2353 or contact your Lucent representative for more
information. Refer to the BCS Products Security Handbook for
tips on how to prevent toll fraud.
Trademarks and service marks
The following are registered trademarks of Lucent Technologies:
■
AUDIX®
■
DEFINITY®
■
Callmaster®
■
Intuity®
■
CONVERSANT®
Acrobat® is a registered trademark of Adobe Systems
Incorporated.
Windows®, WindowsNT®, NetMeeting® are registered
trademarks of Microsoft Corporation.
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Welcome
Related books
xiv
Related books
DEFINITY System’s Little Instruction Book for basic
administration and DEFINITY System’s Little Instruction Book
for advanced administration are companions of this book. We
suggest you use them often.
The DEFINITY ECS Administrator’s Guide explains system
features and interactions in detail. It provides a reference for
planning, operating, and administering your system, and we refer
to it often. Please note that prior to April 1997, this same
information was in two separate books: the DEFINITY
Implementation and the DEFINITY Feature Description books.
We also refer to DEFINITY ECS Overview and BCS Products
Security Handbook.
Tell us what you think!
Let us know what you like or don’t like about this book. Although
we can’t respond personally to all your feedback, we promise we
will read each response we receive.
Write to us at: Lucent Technologies
Product Documentation Group
Room 22-2G12
11900 North Pecos Street
Denver, CO 80234 USA
Fax to:
DEFINITY documentation team
+1 303 538 1741
Send email to: document@drmail.lucent.com
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Welcome
How to get this book on the web
xv
How to get this book on the web
If you have internet access, you can view and download the latest
version of DEFINITY System’s Little Instruction Book
for basic diagnostics. To view the book, you must have a copy of
Acrobat Reader.
To access the latest version:
1. Access the Customer Self-Service Center web site at
http://support.lucent.com
2. Click Information Resources.
3. Click ELMO.
4. Enter your IL (installation location) to access the library.
5. Enter 555-233-758 (the document number) to view the
latest version of the book.
How to order more copies
Call: Lucent Technologies Publications Center
Voice +1 888 582 3688
Fax +1 800 566 9568
International Voice +317 322 6416
International Fax +317 322 6699
Online: http://www.lucentdocs.com
Write: 2855 N. Franklin Road, Indianapolis, IN 46219 USA
Order: Document No. 555-233-758
Comcode 108600859, Issue 1, April 2000
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Welcome
How to get help
xvi
We can place you on a standing order list so that you will
automatically receive updated versions of this book. For more
information on standing orders, or to be put on a list to receive
future issues of this book, please contact the Lucent Technologies
Publications Center.
How to get help
If you need additional help, the following services are available.
You may need to purchase an extended service agreement to use
some of these services. See your Lucent representative for more
information
DEFINITY Helpline (for help with feature
administration and system applications)
+1 800 225 7585
Lucent Technologies National Customer
Care Center Support Line (for help with
maintenance and repair)
+1 800 242 2121
Lucent Technologies Toll Fraud Intervention
+1 800 643 2353
Lucent Technologies Corporate Security
+1 800 822 9009
Lucent Technologies Centers of Excellence
— Asia/Pacific
+65 872 8686
— Western Europe/Middle East/South
Africa
+44 1252 77 4800
— Central/Eastern Europe
+361 645 4334
— Central/Latin America Caribbean
+1 303 804 3778
— Australia
61-2-9352-9090
— North America
+1 800 248 1111
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Keeping system information
Keeping baseline information
Keeping system information
This section explains what kind of system records to keep and
how to collect the data. It also tells you how to make sure your
backups are successful.
Keeping baseline information
Baseline information consists of:
■
the original switch configuration
■
any upgrades and changes
■
switch capabilities (for example, if your company uses a
call center or telecommuting)
The very best set of records starts with information on the
original set up of your switch. Most companies keep at least one
paper copy of baseline information, with duplicate paper or
electronic copies kept off site. Update this information any time
you make changes to your switch.
1
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Keeping system information
Retrieving baseline information
Use baseline information to help you diagnose problems with
your phone system. Also, this information is crucial in the event
you need to reconstruct the information on your switch, such as in
a disaster recovery.
Tip:
Lucent Technologies Warranty and Service Agreement customers
are automatically enrolled in the Emergency Service Plan. The
plan provides coverage for disasters such as fire, flood, and
storms. Under this plan, Lucent restores basic telephone service
on a priority basis. We can also lease a DEFINITY system to
Warranty and Service Agreement customers or can ship a
replacement DEFINITY system, if necessary.
Retrieving baseline information
You can retrieve much of the hardware and configuration
information you need right from your system administration
terminal (SAT).
■
Use display commands to see individual records.
■
Use list commands to view a group of records.
■
Add print to display or list commands to create paper
copies of the records from your switch.
Tip:
Be sure your printer is set up to print from the SAT. See
DEFINITY System’s Little Instruction Book for basic
administration for more information.
Keep track of the equipment and settings listed in the following
table. Use the commands in this table to access the appropriate
screens.
2
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DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Keeping system information
Retrieving baseline information
3
switch component
information
group records
switch
configuration
the features your
company purchased
display system parameters
customer
switch capacity
capacities enabled on
your switch
display capacity
cabinets and
carriers
number of cabinets and
carriers
list cabinet
circuit packs
board type and vintage
list configuration all
display circuit-packs
trunks
type of service
list trunk-group
display trunk-group n
phones
model number, extension
number, name, location,
cable, and jack
list station
list extension-type
display station n
display extension n
class of restriction
(COR)
calling privileges
list cor
display cor n
class of service
(COS)
display cos
feature access
codes
display
feature-access-codes
feature parameters
display system-parameters
features
dial plan
display dial plan
coverage paths
list coverage path
individual records
display coverage path n
announcements
extension, type, name,
port
display announcements
vectors
Vector Directory Number
(VDN), vector number
list vector
list VDN
display vector n
display VDN n
list hunt-group
display hunt-group n
hunt groups
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
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Keeping system information
Securing backups
Securing backups
Backup your system regularly to keep your records up to date.
■
Use save translations to backup changes to your switch.
■
Use save announcements to backup changes to
announcements.
To verify that a backup was successful, review the Command
Completion Status field.
■
If the status field says Success, then the backup of the
translations or the announcements was successful.
■
If the status field does not say Success, record the Error
Code and use the following list to determine what
happened:
— 1 = unable to save to active-spe device
— 2 = unable to save to standby-spe device
Tip:
See DEFINITY System’s Little Instruction Book for basic
administration for more information on performing backups.
4
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
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Checking system status
Problem-solving strategies
Checking system status
This section explains how to use switch information to keep track
of the general health and status of your system. It tells you how to
access system-wide and individual information, and describes
how to check when changes are made to your system.
Problem-solving strategies
As an administrator, one of your responsibilities is to check the
status of your switch to determine whether it is performing
properly. This is a proactive approach to system diagnostics.
■
Use the status command to check on the operation of your
system. See ‘‘Viewing the system status’’ on page 6 for
more information.
■
Use display alarms and display errors to closely monitor
your switch. See ‘‘Alarms and errors’’ on page 25 for more
information.
Another of your responsibilities is to respond to reports of phone
problems from your users. You generally have to use a reactive
approach to system diagnostics to perform this important
function. See ‘‘Solving common problems’’ on page 13 for more
information.
5
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Checking system status
Problem-solving strategies
Viewing the system status
Use system status screens to monitor various parts of your
system. To be prepared for problems, you’ll want to become
familiar with what these reports look like when your system is
operating well.
To view a list of the types of status reports you can run:
1. Type status and press HELP.
The Help screen appears.
This screen lists all the possible items for which you can
request status.
Please enter one of the following object command words:
access-endpoint
hardware-group
psa
administered-connection health
processor-channels
attendant
interface
remote-access
bri-port
journal-link
signaling-group
card-mem
link
sp-link
cdr-link
logins
station
clan-ip
mst
synchronization
clan-port
packet-interface
sys-link
cleared-alarm-notif
periodic-scheduled
system
conference
pms-link
trunk
data-module
pri-endpoint
tti
esm
Help screen for status command
Let’s look at a few example status screens.
6
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DEFINITY System’s Little Instruction Book
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Checking system status
Problem-solving strategies
7
Viewing general system operations
Use the status health screen to determine whether everything is
operating smoothly and to see a summary of your system status.
You can use this report to look at alarms, see if anything is busied
out, or check for any major problems.
To view the status health screen:
1. Type status health and press RETURN.
The Status Health screen appears.
ALARM SUMMARY
Major:
0
Minor:
5
Warning:
34
BUSY-OUT SUMMARY
Trunks:
0
Stations:
1
Others:
0
PROCESSOR OCCUPANCY STATUS
Static:
0%
SM:
1%
CP:
0%
Idle: 99%
CRITICAL SYSTEM STATUS
Active SPE: B/auto
Duplicated? SPE:y
SPE Power: commercial
Time Source: primary
# Logins: 2
CABINET STATUS
Emerg Alarms
Cab Trans Mj Mn Wn PNC
1 a-/on 0| 4| 32 up
2 auto- 0| 1| 2 up
3 n.a. 0| 0| 0 dn
13:46 FRI MAR 27 1998
Status health screen
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DEFINITY System’s Little Instruction Book
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Checking system status
Problem-solving strategies
8
Viewing the status of a station
Use status station to view the setup of each individual station.
This command is often the first place to gather information when
a user reports a problem with a phone.
For example, if a user tells you that the phone rings a short ring
and the call goes directly to coverage, use status station to see if
SAC is activated on the user’s extension.
To view the status of extension 7236:
1. Type status station 7236 and press RETURN.
The General Status screen appears. In our example, you
can see that this 7406+ phone is working properly
(in-service/on-hook), but send all calls (SAC) is active.
This would explain why they cannot answer their calls
before they go to coverage.
Type:
Extension:
Port:
Call Parked?
Ring Cut Off Act?
Active Coverage Option:
Message Waiting:
Connected Ports:
GENERAL STATUS
7406+
Service State:
7236
Download Status:
02A0306
SAC Activated?
no
User Cntrl Restr:
no
Group Cntrl Restr:
1
CF Destination Ext:
ACD STATUS
Grp/Mod Grp/Mod Grp/Mod Grp/Mod Grp/Mod
/
/
/
/
/
/
/
/
/
/
/
/
/
/
/
On ACD Call? no
Occupancy: 0.0
General Status screen
in-service/on-hook
not-applicable
yes
none
none
HOSPITALITY STATUS
Awaken At:
User DND: not activated
Group DND: not activated
Room Status: non-guest room
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
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Checking system status
Problem-solving strategies
Viewing the status of your cabinets
Use the system status cabinet screen to become familiar with the
service state of your individual cabinets. This screen also reports
any alarms against your cabinets.
To view the status of your system cabinets:
1. Type status system all-cabinets and press RETURN.
The System Status Cabinet screen appears.
SPE
1A
1B
MODE
standby
active
SERVICE
TDM STATE
1B
in
1A
in
EMERGENCY
TRANSFER
1A
1B
SYSTEM STATUS CABINET 1
SELECT SPE ALARMS
TONE/ SERVICE SYSTEM SYSTEM
SWITCH MAJOR MINOR
CLOCK STATE
CLOCK
TONE
auto
0
0
1A
in
standby standby
spe b
0
0
1B
in
active active
CONTROL DEDICATED
SERVICE BUS ALARMS
BUS
OPEN BUS
CHANNEL
TONES
PKT
STATE MAJOR MINOR
FAULTS LEADS
n
n
y
y
1
in
n
n
0
0
SELECT
SERVICE
CABINET
SWITCH
EXP-LINK
STATE
MODE
TYPE
on
01A01-02A01
in
active
MCC
auto-off
01B01-02B02
in
standby
System Status Cabinet screen
Using a number of the status commands can go a long way in
helping you know if your system is running OK.
9
Issue 1
April 2000
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Checking system status
Problem-solving strategies
10
Viewing changes to the system (history report)
Use the history report to see what kind of changes have been
made to your system. For example, if users report that the
coverage on their phones is not working, check the history report
to see if any changes have been made to a coverage path.
The history report lists the date, time, login level, action taken,
and the screen for any change to your system. The history report
does not show you exactly what data or field was changed.
To view the history report and review the recent changes to your
system:
1. Type list history and press RETURN.
The History screen appears.
Date
3/16
3/16
3/16
3/16
3/15
3/15
3/15
3/15
3/15
3/15
3/15
3/15
3/15
3/15
HISTORY
Date of Loaded Translation: 2:48pm Sat
Time Port
Login
Actn Object
2:33 INADS
inads
logn
1:16 INADS
inads
logf
1:16 MGR1
craft
logf
0:39 INADS
inads
logn
7:17 MGR1
craft
cha
hunt-group
7:05 MGR1
craft
cha
system-param
7:04 INADS
inads
logf
7:04 MGR1
craft
cha
system-param
7:04 MGR1
craft
cha
coverage
7:03 MGR1
craft
cha
system-param
6:09 MGR1
craft
cha
console-para
6:06 MGR1
craft
add
station
6:06 MGR1
craft
add
station
5:35 MGR1
craft
cha
console-para
History screen
Jul 26, 1997
Qualifier
2
features
features
path 1
features
next
next
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Checking system status
How can Lucent help?
Issue 1
April 2000
11
How can Lucent help?
With a Lucent Technologies Service Agreement or warranty
coverage, your DEFINITY system is linked to Lucent
Technologies Expert Systems for constant remote monitoring,
proactive diagnosis and trouble resolution. This electronic
monitoring is so effective that 70% of all troubles are remotely
identified, diagnosed, and resolved. This round-the-clock
coverage is the best in the industry, helping to provide maximum
up-time for your voice communication system.
Also, Lucent Technologies is the first in the industry to provide
Power Surge Protection, completely covering the costs of product
damage due to power surges. You are automatically covered if
your system is under Warranty or Service Agreement, and power
protection has been installed, all local and national electrical
codes have been followed, and Lucent site requirements have
been met. Service Agreement and warranty customers will
receive first priority toward resolution of these problems.
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Checking system status
How can Lucent help?
Issue 1
April 2000
12
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Solving common problems
Diagnosing a problem
13
Solving common problems
This section tells you the questions to ask and the information to
gather to solve some of the most basic phone problems. It also
describes how to solve common call-center problems.
Diagnosing a problem
As a system administrator, an important part of your job is to
respond to trouble calls from users. You can identify some of the
most common of these problems by following a few simple steps,
asking the right questions, and trying to recreate the problem.
Use a set of questions to determine if:
■
the equipment or process has worked before and is now
broken, or if this is a new set-up that you need to correct
■
the problem comes from your company’s own equipment,
or if the problem comes from your vendor
■
the problem originates within your switch, or if the source
of the problem is outside of your own facility
DEFINITY System’s Little Instruction Book
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April 2000
Solving common problems
Solving common phone problems
14
Ask the following basic questions of yourself, your users, and
other switch administrators who work with you:
■
Is this a new feature or piece of equipment, or did it work
before but does not work now?
■
Does the trouble arise when dialing outside the switch,
dialing into the switch, or dialing inside the switch?
■
Can we duplicate the problem?
Solving common phone problems
This section describes the approach that many administrators take
to diagnose and correct common problems. Following is a list of
suggested actions you can take if you have a problem.
■
ask for the exact symptoms
■
try to duplicate the problem or have the user show you the
problem
■
look at the phone
■
find out if the phone was swapped out
■
check the physical connections (for example, see if the
phone is plugged in)
■
check that the phone is where it is supposed to be
■
try the phone at another location
■
ask if the cord or handset was changed
■
check status station
■
use display station to look at the station screens
page-by-page
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Solving common problems
Solving common phone problems
■
check the station screens for SAC, coverage paths
■
look at printed switch records for discrepancies
■
check the alarms and errors logs
■
clear any alarms and errors
■
test the boards
15
Let’s take a look at the types of problems users report to their
system administrators, and see how to diagnose and correct the
problem.
The user cannot dial out
A user calls to report that his phone “does not work.” Strangely
enough, this seems to be the most commonly reported problem!
Ask questions to find out what is really wrong and how to fix it.
To find out why a phone “does not work,” ask these questions:
■
How does the phone “not work?” Does the problem occur
when:
— they try to answer a ringing incoming call
— they try to make a call
■
If the problem occurs when they try to make a call, is the
call
— internal, station to station
— external, to an outside phone
■
Is the problem with just one number, or are they unable to
place any outgoing calls?
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Solving common problems
Solving common phone problems
■
Is this a new phone, or is this a new problem with an
existing phone (were they able to call out before)
■
Do they hear dial tone before they try to call?
■
What do they hear after they dial?
16
— a tone of some kind
— a message
— static
— nothing
■
If they hear a message after they dial, what is the exact
message?
If the message says that the call cannot be completed as
dialed, the problem is likely your ARS programming. See
DEFINITY System’s Little Instruction Book for basic
administration for more information on changing your
outbound routing.
Incoming calls ring but do not reach
the user
Another user calls to report that his phone “does not work.” Ask
questions similar to the ones listed above. You determine that the
user can call out, and that the phone rings but there is no call on
the line when the user picks up.
Type status station to see if send all calls is activated.
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Solving common problems
Solving common phone problems
17
The message lamp on the phone does not go out
This problem often occurs even when the messages associated
with the phone have been cleared.
To clear a message waiting light:
1. At the command prompt, type clear amw all nnnn where
nnnn is the extension, and press RETURN.
Diagnosing general trunk problems
The following questions help you determine a problem with a
trunk.
■
Is the trouble on every call or is the trouble intermittent?
■
Are you getting any sort of recordings when you try to dial
out on this trunk?
■
Can you identify the trunk in question?
Use a trunk access code (tac) to identify the trunk,
especially if the console has a trunk ID button.
■
Is there static on the call?
This is likely a problem with the trunk external to the
switch.
■
Have you notified your vendor of this problem?
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Solving common problems
Solving common phone problems
18
Diagnosing tie trunk problems
■
Is the problem on incoming calls only?
■
Is the problem on outgoing calls only?
■
What happens when you try to use this trunk?
■
Have you notified the T1 vendor?
■
Does this trunk connect to another location?
If so, try to determine the IL number of that location.
■
Do you know the circuit ID of this trunk?
Diagnosing modem problems
■
What is the extension of the modem?
■
Is the modem connected through the switch?
■
What is the modem connected to?
For example, computer, fax, or CMS?
■
Have the setup options been changed or checked recently?
■
What company manufactures the modem?
■
What is the model number?
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Solving common problems
Solving common phone problems
19
Diagnosing printer troubles
■
What is the problem with the printer?
■
What is the printer used for?
For example, is it connected to the switch, CMS, CAS, or
maybe AUDIX?
■
Who manufactures the printer?
■
What is the model number?
Diagnosing password, login, and terminal access problems
If the problem is with remote dial-in access, ask:
■
How do you dial in?
■
What type of software or dialing program do you use?
■
What error messages do you see when you try to dial in?
If your password expired, is not working, or is incorrect, call
Lucent for assistance in getting the issue resolved.
Diagnosing SAT problems
■
What type of terminal is it?
■
What type of trouble are you having?
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Solving common problems
Solving call center problems
20
Solving call center problems
This section helps you identify and solve common problems
affecting hunt groups, splits, announcements, and caller access.
The tables below describe symptoms and solutions for common
problems in call centers not using ACD or call vectoring.
Can’t record an announcement on
Integrated Announcement Boards
Possible Causes
Solutions
You do not get port 0 when
you start to record an
announcement.
If port 0 is in use when you start to record an
announcement, you hear a reorder (or fast-busy)
tone followed by silence. Redial the
announcement access code and extension every
45 seconds until your recording session is
successful.
The phone you are using to
record the announcement
does not have a COS with
console permission.
Use the station screen to change the COS for that
phone to a different COS that has console
permissions.
The Pro (protected) field on
the Recorded Announcements
screen is y.
Set this field to n to allow changes from a phone
with console permissions.
The proper procedure was not
used.
Try again. Verify the Feature Access Code
(FAC) you’re using.
The extension you want to
use is not assigned to an
announcement.
Check the number you’re dialing, or assign the
extension to an announcement on the Recorded
Announcements screen.
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Solving common problems
Solving call center problems
21
Can’t record an announcement on
Integrated Announcement Boards
Possible Causes
Solutions
There is insufficient time left
on the announcement board.
Use list integrated-annc-boards to display
the Integrated Announcement Board screen to
show the time remaining on each board.
■
Create a shorter announcement.
■
Shorten existing announcements.
■
Rerecord existing announcements at a lower
compression rate. Be sure the audio quality
at the lower compression rate is acceptable.
■
Delete some announcements.
■
Add an additional announcement board.
Callers don’t hear announcement
Possible Causes
Solutions
All announcement
ports are frequently
busy and no queue is
administered for the
announcement.
Set the Q field on the Recorded Announcements
screen to y. (Set this field to y for every extension
assigned to an integrated announcement board.) If the
problem continues, add another announcement board.
No announcement is
recorded.
Dial the announcement extension. If you hear a fast
busy signal, there is no announcement. Record one.
The announcement
board malfunctioned.
Re-record the announcement.
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Solving common problems
Solving call center problems
22
A device in an Auto Answer hunt group doesn’t respond
Possible Causes
Solutions
The device is off or
malfunctioning.
With UCD-MIA, since a malfunctioning unit will be
the most idle port all calls to the hunt group may begin
to go to the malfunctioning device.
1. Dial each modem’s extension until you find the
one that isn’t answering.
2. Busy out that device, or remove its extension
number from the Hunt Group screen until the
device can be fixed.
Too many abandoned calls
Possible Causes
Solutions
There is no coverage path.
Assign a coverage point in the Coverage Path
field on the Hunt Group screen.
Announcements are not
being used or need to be
changed.
Create announcements that encourage callers to
wait. Tell callers their call is very important and
ask them to stay on the line.
Customers aren’t willing to
wait until the call is
answered.
Add agents to reduce average speed of answer.
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Solving common problems
Solving call center problems
23
l
Customers complain they get a busy signal
Possible Causes
Solutions
Trunk capacity is
insufficient.
Check the system Trunk Summary report,
including yesterday-peak, today-peak and last
hour. Print last-hour once an hour during business
hours.
Check the % ATB (All Trunks Busy) field for
both incoming and two-way trunks. If this figure
is consistently high for ONE-WAY incoming
trunks, calls are probably being blocked. Add
trunks.
If ARS is being used on a two-way trunk, it may
need further investigation.
DEFINITY ECS can’t tell you if calls are being
blocked in the central office. Ask your network
provider to do a traffic study on incoming calls
The administered queue
length is too short.
Set the Queue Length field on the Hunt Group
screen to a value equal to or greater than the
number of hunt group agents. Add more agents.
There’s no coverage path.
Assign a coverage point in the Coverage Path
field on the Hunt Group screen.
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Solving common problems
Solving call center problems
Issue 1
April 2000
24
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Alarms and errors
Maintenance reports
25
Alarms and errors
This section is for adventurous administrators who are curious
about how to diagnose and fix common problems. The
information here will help you understand how to read and
interpret:
■
error logs
■
alarm logs
Maintenance reports
Your DEFINITY system monitors many switch components.
When a component fails or performs unacceptably, the subsystem
generates two kinds of reports:
■
detailed reports in the error log
■
general reports in the alarm log
The system detects error conditions in its components through
maintenance objects (MO). MOs are the software modules that
monitor, test, and report possible fault conditions.
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Alarms and errors
Maintenance reports
26
Viewing error logs
It is a good idea to run and inspect error logs on a regular basis.
You can view all active system errors on the error log. You can
also specify a particular component of your system or a certain
time period to be reported on the error log.
To view the error log:
1. Type display errors and press RETURN.
The Error Report screen appears.
ERROR REPORT
The following options control which errors will be displayed.
ERROR TYPES
Error Type:
Error List: active-alarms
REPORT PERIOD
Interval: a
From:
/ / :
To:
/ / :
EQUIPMENT TYPE ( Choose only one, if any, of the following )
Cabinet:
Port Network:
Board Number:
Port:
Category:
Extension:
Trunk ( group/member ):
/
Error Report screen
2. To see all current errors, press RETURN
OR
Indicate the errors that you want to see by entering the
information requested in each field. See the field
descriptions listed in the following section.
3. Press ENTER to view the report.
Issue 1
April 2000
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Alarms and errors
Maintenance reports
27
Error report field descriptions
Field
What to enter
Error Type
error type
Error List
active-alarms, errors, or cleared-errors
Interval
h(our), d(ay), w(eek), m(onth), a(ll)
From/To
time interval by date and time
Cabinet
cabinet number (1 - 44)
Port Network
port network number (1 - 44)
Board Number
5-character board number in UUCSS format:
UU = cabinet (1-44), C = carrier (A-E), SS = slot (0-20)
Port
7-character port address in UUCSSss format:
UU = cabinet (1-44), C = carrier (A-E), SS = slot (0-20), ss = circuit
Category
category name (choose from the list below):
adm-conn
announce
bri/asai
cdr
data-mod
detector
dup-spe
environ
exp-intf
ext-dev
generatr
inads-link
infc
maint
mass-st
mbus
memory
misc
mmi
mnt-test
modem
mssnet
pkt
pms/jrnl
pnc
pncmaint
pnc-peer
procr
quick-st
s-syn
spe
stabd
stacrk
stations
sys-link
sys-prnt
tape
tdm
tone
trkbd
trkcrk
trunks
vc
vsp
wideband
wireless
Extension
assigned extension, or blank
Trunk Group
group number between 1-666
Member
group member between 1-255, or blank
Issue 1
April 2000
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Alarms and errors
Maintenance reports
Port
01AXX1
01AXX1
01AXX1
01A0101
01A0101
28
Mtce
Name
PI-LINK
PI-LINK
PI-LINK
DIG-LINE
DIG-LINE
HARDWARE ERROR REPORT - ACTIVE ALARMS
Alt
Err
Aux
First
Last
Err Err
Name
Type Data
Occur
Occur
Cnt Rt
257
25
05/02/08:07 05/04/08:38 255 5
2049 1
05/02/12:03 05/02/12:03 1
0
257
25
05/02/18:48 05/03/13:57 2
0
Attd1
1537 40968 05/02/12:29 05/02/12:29 1
0
Attd1
513
0
05/02/12:29 05/02/12:29 3
0
Rt/
Hr
13
0
0
0
0
Al Ac
St
a
n
a
n
a
n
a
n
a
n
Hardware Error Report
Use the print command to print the report. Make special note of
the information in these fields:
■
The Port field contains information in several formats:
■
circuit pack address (UUCSS)
■
port address (UUCSSss)
■
2-digit signaling number
■
administered port network number
■
Mtce Name (the name of the Maintenance Object)
■
Alt Name (the extension with the error)
In this example, Attd1 is the digital port with the errors.
■
Error Type (represents the error condition category)
■
Aux Data (represents a detail of the Error Type)
■
First Occur (indicates the date/time of the first occurrence)
■
Err Cnt (lists how many occurrences since the first one)
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Alarms and errors
Maintenance reports
29
Interpreting the error log
The Hardware Error Report above shows five error entries. The
switch detected an unplugged digital phone. Here is how to
interpret the report:
■
PI-LINK is the MO monitoring the processor interface
links to digital equipment, including adjuncts. You can see
that over 2 days (May 2 to May 4) it incurred 255 type-257
errors, 1 type-2049 error, and 2 type-1 errors.
■
The DIG-LINE errors indicate that the system can’t find
the phone administered to port 01A0101. According to the
switch, that is supposed to be attendant 1 (Alt Name).
Notice that the error type and aux data fields for both MOs
contain many different numbers. The numbers are software codes
that represent a specific error condition.
Clearing the error
If an important component in your system fails, the software
records that “event” with code numbers in the error or alarm log.
To interpret the error codes and clear the error:
1. Look up the MO (for example, DIG-LINE or PI-LINK) in
the DEFINITY ECS Maintenance books for your switch.
2. Find the error type in the Hardware Error Type table for
that MO.
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Alarms and errors
Maintenance reports
30
3. Find the note associated with that error type for an
explanation of the conditions that generated the error.
4. Perform the recommended procedure to clear the error.
The recommended procedure may require you to test
alarmed components. Be sure to have test permissions
enabled.
If any tests fail or abort, you will get an error code for the
test.
5. Look up the test error code by MO in your DEFINITY ECS
Maintenance books.
6. Find the numbered test listed in the test results.
7. Look for the correct combination of error code and test
result in the numbered-test tables.
Issue 1
April 2000
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Alarms and errors
Maintenance reports
31
Alarm logs
Alarms are classified as major, minor, or warning, depending the
degree of severity and the effect on the system.
reported to
INADS?
reported
to console?
major
Critical service degradation
Y
Y
(occurs after 4
attempts to
call INADS)
Immediate
attention
minor
Some service degradation, but system
is operable, usually limited to a few
trunks or stations or a single feature.
Y
Y
(occurs after 4
attempts to
call INADS)
Check to see
what service is
affected
warning
Failure that causes no significant
service degradation
Note: DS1 off board faults (error type
138) generate warning alarms only,
indicating a customer network
problem. In this case, warning alarms
can cause critical service degradation.
N
(INADS can
receive
some
downgraded
warning
alarms)
N
Monitor the
situation; check
for service or
equipment
interruption or
failure outside
the switch.
warning level and description
take this action
Alarms are further classified as:
■
on-board problems originate within the circuitry of the
alarmed circuit pack
■
off-board problems originate in a process or component
that is external to the circuit pack
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Alarms and errors
Maintenance reports
32
Reading the alarm log
Let’s look at an alarm log that results from an unplugged digital
phone.
To the view the alarm log:
1. Type display alarms and press RETURN.
The Alarm Report screen appears.
ALARM REPORT
The following options control which alarms will be displayed.
ALARM TYPES
Active? y
Resolved? n
Major? y
Minor? y
Warning? y
REPORT PERIOD
Interval: m
From:
/ / :
To:
/ / :
EQUIPMENT TYPE ( Choose only one, if any, of the following )
Cabinet:
Port Network:
Board Number:
Port:
Category:
Extension:
Trunk ( group/member ):
/
Alarm Report screen
2. Indicate which alarms you want to view by entering y and
ENTER after each alarm type.
Tip:
Unless you can restrict the trouble to a particular time
period, press ENTER to see all active alarms.
If you choose n for major alarms and y for minor and
warning alarms, you will not see the high-level
information that you may need to determine what is wrong
with your system.
Issue 1
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DEFINITY System’s Little Instruction Book
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Alarms and errors
Maintenance reports
33
3. Press ENTER to view the alarm report.
4. The alarm report screen appears.
Port
01AXX1
01AXX1
01A0101
01A0101
01AXX1
Maintenance On
Alt
Name
Brd? Name
PI-LINK
n
PI-LINK
n
DIG-LINE
n
Attd1
DIG-LINE
n
Attd1
PI-LINK
n
ALARM REPORT
Alarm
Svc
Type
State
WARNING
WARNING
WARNING RDY
WARNING RDY
WARNING
Ack? Date
1 2
Alarmed
05/02/09:48
05/02/09:48
05/02/12:29
05/02/12:29
05/02/18:49
Date
Resolved
00/00/00:00
00/00/00:00
00/00/00:00
00/00/00:00
00/00/00:00
Alarm Report screen
Interpreting alarm logs
The Alarm Report lists the major alarms first, followed by the
minor and warning alarms.
The alarm log in the example above shows:
■
a processor interface link (PI-LINK) at address 01AXX1
has alarmed three times on May 2 with off-board
(On Brd? = n) warnings.
■
the same port (01A0101) on a digital line (DIG-LINE)
circuit pack has alarmed twice on May 2 in response to
two different error counters (refer to the error log
example).
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758
Issue 1
April 2000
Alarms and errors
Understanding common error types
34
Clearing alarm logs
To clear an alarm log:
1. Investigate or fix the first major alarm in the log.
2. See if other alarms are retired by fixing the most severe
problem first.
Assigning alarm buttons
You can administer feature button lamps on any phone to act as
alarm indicators, similar to the alarm lamp on the attendant
console. The following table describes the meaning of the green
light associated with an alarm button.
status of light
meaning
flashing green
an alarm occurs
steady green
INADS notified and acknowledges alarm
light goes off
an alarm is resolved
Press the alarm button to turn off the light. The light flashes again
if the alarm is still active when the next maintenance routine runs.
Understanding common error types
This section discusses frequently-encountered error types, and
explains why they occur.
Issue 1
April 2000
DEFINITY System’s Little Instruction Book
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Alarms and errors
Understanding common error types
35
Error type 18 — busied out
Error type 18 is a reminder from the switch that a component has
been busied out. The busyout command is used to temporarily
disable a component and is usually used before you test or replace
a component.
Use the release command (permissions enabled) to restore a
component to its normal operating mode.
For example, you receive a complaint that a phone does not work.
As part of your diagnosis, you:
■
use status station
OR
■
view the hardware error report for error 18
To view a hardware error report for error 18:
1. Type display errors and press RETURN.
The Hardware Error Report screen appears.
2. Fill in the Error Type field and press RETURN.
In our example, type 18.
The Hardware Error Report for error 18 appears.
Port
Mtce
Name
HARDWARE ERROR REPORT - ACTIVE ALARMS
Alt
Err
Aux
First
Last
Err Err Rt/ Al Ac
Name
Type Data
Occur
Occur
Cnt Rt Hr St
01A0901 DIG-LINE 1234
18
03/09/00:30 03/09/00:30
Hardware Error Report (error type 18)
1
0
0
a
n
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Alarms and errors
Understanding common error types
The log entry indicates that extension 1234, a digital line, is
busied out (Err Type 18).
Use the release command (permissions enabled) to remove the
busyout status from the station. In our example:
1. Type release port 01A0901 (permissions enabled) and
press RETURN.
The station is no longer busied-out.
Error type 513 — equipment “missing”
Error type 513 notifies you that equipment such as phones, data
modules, or circuit packs, are administered but not physically
connected to the switch.
For example, view a hardware error report for error 513:
1. Type display errors and press RETURN.
The Hardware Error Report screen appears.
2. Fill in the Error Type field and press RETURN.
In our example, type 513.
The Hardware Error Report for error 513 appears.
Port
01C0507
HARDWARE ERROR REPORT - ACTIVE ALARMS
Mtce
Alt
Err
Aux
First
Last
Err Err Rt/ Al Ac
Name
Name
Type Data
Occur
Occur
Cnt Rt Hr St
DIG-LINE 7157
513
0
03/09/00:30 03/09/00:30 1
0
0
a n
Hardware Error Report (error type 513)
36
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Alarms and errors
Understanding common error types
37
In this example, a digital phone is missing. A port on the digital
line circuit pack (DIG-LINE) at cabinet 1, carrier C, slot 05,
port 07 does not have its administered equipment physically
present (Error Type 513).
To fix error 513 in our example:
1. Plug the phone into the jack assigned to port 01C0507.
2. Type test station 7157 (permissions enabled) and press
RETURN to test the phone.
The system will clear the error only after the system runs
its administered checks and diagnostics.
Error type 1 — circuit pack removed
Error Type 1 often indicates that an administered circuit pack has
been removed.
To correct the problem and clear Error type 1:
1. Replace and latch the circuit pack in its administered slot.
The next time the system runs its routine maintenance
program, it should be able to “see” the circuit pack and the
error will not appear.
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Alarms and errors
Preventing alarms and errors
38
Preventing alarms and errors
This section lists a few common causes of unnecessary alarms.
Turn off maintenance
The Remote Loop-Around Test sends a burst of current to
activate a phone’s ringer. If the ringer responds, the test detects
the return. Data modules, fax machines and modems do not have
ringers and do not respond to this test. This generates an error on
that port.
You should turn off this test for data modules, fax machines and
modems. Turning off the test does not affect the performance of
any of these devices.
To turn off the maintenance test:
1. Type change data-module extension and press RETURN.
The following screen appears:
DATA MODULE
Data Extension: 3151
Name: joes r2cms pdm
BCC: 2
Type: pdm
COS: 1
Remote Loop-Around Test? n
Port: 01C0501
COR: 1
Secondary data module? n
ITC: restricted
TN: 1
Connected to: dte
ABBREVIATED DIALING
List1:
SPECIAL DIALING OPTION:
ASSIGNED MEMBER ( Station with a data extension button for this data module )
Ext
Name
1:
Data module screen
2. Change the Remote Loop-Around Test field to n.
3. Press ENTER to save your changes.
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Alarms and errors
Preventing alarms and errors
39
Remove unused circuit packs
Occasionally, a company upgrades phones from the 7000-series
analog model to the 8400-series digital phones. The upgrade
process is to:
1. Remove the analog line and trunk administration
2. Remove the old analog equipment
3. Rewire the workplace for the new digital phones and jacks
4. Administer the new digital phones and circuit packs
If the analog circuit packs remain physically plugged into the
system and are still administered as circuit packs (even though
the administration is removed in Step 1 above), the system
generates errors. This stops when you remove the administration
(change circuit-pack UUCSS) for this unused circuit pack.
DS1 administration
Depending on whether a DS1 circuit pack is present and whether
its ports are assigned or not, the system reports faults according to
the following table:
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Alarms and errors
Preventing alarms and errors
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circuit
pack
present?
circuit
pack
administered?
ports
administered?
alarm
level
N
Y
N
warning
action
1. Replace and latch the board in its
assigned slot.
2. Remove the trunk and DS1
administration (change
circuit-pack UUCSS), leaving the
circuit pack in its assigned slot.
N
Y
Y
minor
1. Replace and latch the board in its
assigned slot.
2. Administer one or more ports
(change circuit-pack UUCSS),
leaving the circuit pack in its assigned
slot.
Y
N
N
varies
1. Remove the circuit pack from the
carrier.
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Using features to troubleshoot
Using features to troubleshoot
41
Using features to troubleshoot
Using features to troubleshoot
You can use some DEFINITY features to help you identify if
your system is having problems or to help you diagnose problems
you know are occurring. The table below shows you which
features to use for various kinds of system problems.
problem area
feature
trunks
phones
hunt
groups
X
Automatic Circuit Assurance
X
Busy Verify
X
X
Facility Busy Indication
X
X
Facility Test Calls
X
X
Trunk Identification
X
paging
groups
X
Automatic Circuit Assurance
You can use Automatic Circuit Assurance (ACA) to help identify
faulty trunks. If activated (change system-parameters
features), your system notifies you with a referral call when it
detects unusual trunk usage like very short or very long calls. It
needs to be turned on for each individual trunk group.
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Using features to troubleshoot
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The referral call arrives on an idle call appearance. If you answer
the call, your display shows:
■
that the call is an ACA call
■
the trunk-group access code
■
the trunk-group member number
■
the reason for the call (short or long holding time)
To use ACA on a G3V2 or older switch
1. Assign an ACA button to your phone.
2. Press the ACA button to activate your phone for referrals.
3. When you receive an ACA referral call, answer the call.
4. Record the information listed on your display to use for
further troubleshooting.
To use ACA on a G3V3 or newer switch
1. Assign an ACA-Halt button to your phone.
2. Leave the ACA-Halt button OFF to keep your phone
active for referrals.
3. When you receive an ACA referral call, answer the call.
4. Record the information listed on your display to use for
further troubleshooting.
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Using features to troubleshoot
Busy Verify
You can use Busy Verify to place test calls to check the busy
condition of trunks, phones, or hunt groups. This test helps you
determine if the trunk, phone, or hunt group is busy because of
heavy use or appears busy because of a problem.
To use Busy Verify, you should administer a Busy Verify button
on your phone.
To busy-verify a phone
1. Press the Busy Verify button on your phone.
The busy verify light turns green.
2. Dial the extension of the phone you want to test.
43
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Using features to troubleshoot
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You hear a tone and see a display. The following table
describes what the tone and display indicate and how to
respond.
pattern
(seconds)
status of extension
next step
440 Hz
alternating
620 Hz
.25 on
invalid number
cancel and try again
combined
440 Hz +
480 Hz
1 on
3 off
repeated
idle and ringing
(working properly)
release the call
bridged onto active call
(working properly)
release the call
trouble condition
or
station administered
without hardware and
no coverage path
cancel;
use status station
extension
command for more
information
display
tone
frequency
Invalid
intercept
Terminated
ringback
Bridged
none
Out of
service
reorder
combined
480 Hz +
620 Hz
.25 on
repeated
.25 on
.25 off
repeated
To busy-verify a hunt group
1. Press the Busy Verify button on your phone.
The busy verify light turns green.
2. Dial the extension for the hunt group you want to test.
You hear a tone and see a display. The following table
describes what the tone and display indicate and how to
respond.
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Using features to troubleshoot
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pattern
(seconds)
status of extension
next step
440 Hz
alternating
620 Hz
.25 on
invalid number
cancel and try again
display
tone
frequency
Invalid
intercept
.25 on
repeated
Terminated
ringback
combined
440 Hz +
480 Hz
1 on
3 off
repeated
idle and ringing
release the call
All made busy
reorder
combined
480 Hz +
620 Hz
.25 on
.25 off
repeated
made busy is active
release the call and
try again later
Denied
reorder
same as
above
same as
above
active on a call
release the call and
try again later
Out of
service
reorder
same as
above
same as
above
trouble condition
or
station administered
without hardware
cancel
report an
out-of-service
condition
To busy-verify a trunk
1. Press the Busy Verify button on your phone.
The busy verify light turns green.
2. Dial the trunk access code for the trunk you want to test.
Your display should be blank and you should hear dial
tone. If your display shows “DENIED” and you hear
intercept tone, repeat steps 1 and 2.
If you have trunk group select buttons on your phone, you
can also press the Busy Verify button and then press the Trunk
Group Select button for the appropriate trunk.
3. Dial the trunk-group member number you want to verify.
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Using features to troubleshoot
46
You hear a tone and see a display. The following table
describes what the tone and display indicate and how to
respond.
display
tone
frequency
Invalid
intercept
440 Hz
alternating
620 Hz
pattern
(seconds)
status of extension
next step
.25 on
invalid
cancel and try again
idle and ringing
(working properly)
release the call
.25 on
repeated
Verified
confirmation
none
ringback
combined
440 Hz +
480 Hz
1 s on
3 s off
repeated
idle automatic or
release link
(working properly)
release the call
none
dial tone
combined
350 Hz +
440 Hz
continuous
idle (working properly)
release the call
Bridged
none
bridged onto active call
(working properly)
release the call
Out of
Service
reorder
trouble condition
cancel;
report an
out-of-service
condition
combined
480 Hz +
620 Hz
.25 on
.25 off
repeated
Facility Busy Indication
You can use Facility Busy Indication to display the idle or busy
condition of phones, trunks, or paging zones.
To use this feature you need to add facility busy indication
buttons to your phone. Label the facility busy buttons as “Busy”
followed by the number or name of the facility being monitored.
If the green light associated with the Facility Busy Indication
button stays lit for a long time, the facility may have a problem.
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Using features to troubleshoot
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Facility Test Calls
You can use Facility Test Calls to place test calls to specific
trunks or phones. Because this feature bypasses the regular
system traffic, it is very helpful in finding noisy lines and other
problems. However, this feature can be easily misused by outside
parties. Disable this feature when you are not using it.
! SECURITY ALERT:
Whenever you use this feature, enable the feature access
code only for the tests you want to make. Be sure to
immediately remove the access code when you are through
testing because leaving this feature enabled can leave you
open to security breaches.
To place a test call to a trunk or touch-tone phone
1. At the system terminal, enable a feature access code for
Facility Test Call.
2. At your phone, dial the feature access code for Facility
Test Call. Listen for dial tone.
3. Dial the 6- or 7-digit port address in UUCSSss format,
where:
UU = cabinet number (01, 02, etc.)
C = carrier number (A=1, B=2, C=3, D=4, E=5)
SS = slot number (depends on system)
ss = port number (depends on circuit pack)
Tip:
If you have problems with this step, try dialing the port
address without the first zero in the cabinet number.
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Using features to troubleshoot
48
You hear a tone and see a display. The following table
describes what the tone and display indicate and how to
respond.
pattern
(seconds)
status
next step
combined
350 Hz +
440 Hz
continuous
connected
go to step 4
reorder
combined
480 Hz +
620 Hz
.25 on
.25 off
repeated
busy
release the call
intercept
440 Hz
alternating
620 Hz
.25 on
no access
release the call
tone
frequency
dial
.25 on
repeated
4. If you are testing a trunk, place the call.
or
If you are testing a touch-tone receiver, dial the number.
5. If you receive a dial tone, the test passed.
or
If you receive an intercept tone, the test failed.
! SECURITY ALERT:
At the system terminal, BE SURE to disable the Facility Test
Call feature access code.
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Trunk Identification
You can identify a faulty or noisy trunk with Trunk Identification.
You can use Trunk Identification:
■
on an active call
■
while accessing a trunk
To identify the specific trunk used on a call:
1. Press the Trunk ID button.
Trunk access code and trunk group member number
appears on the display.
If 2 trunks are used on the call, the identification of the last
trunk added to the call displays. If more than 2 trunks are
on a call, Trunk Identification is denied.
2. See if there are any on-board alarms against a trunk circuit
pack.
If no, report the trunk problem to the appropriate vendor.
If yes, report the trunk problem and the identification
information to Lucent.
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Using features to troubleshoot
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Solving IP and H.323 problems
Solving softphone problems
51
Solving IP and H.323 problems
This section describes some basic troubleshooting tips and tools
that may help you solve problems with IP (internet protocol)
softphones, and IP and H.323 trunk issues.
In addition to using this section, you may want to refer to the
Lucent Technologies Online Expert for DEFINITY Systems at
http://support.lucent.com
Solving softphone problems
This section discusses some common problems you or your users
may encounter while using IP softphones (telecommuter or road
warrior types).
Users cannot login (register) with IP
softphone
The user’s password needs to be the same as the administered
station security code. So, the first thing to verify is whether or not
the user is using the correct password. If they are using the
correct password, then you should determine if the problem is
with their PC.
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Solving softphone problems
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To determine if the problem is related to the user’s PC, try to
register (login) this extension from another PC. If you can
successfully register, then the problem is within the user’s PC. If
you cannot register, then the extension may not be administered
correctly or you may have a network problem.
User is logged in, but cannot use
softphone for calls
If you see the message “Telephony is not available” in the call
status area, then you may have COR to COR restrictions between
the IP softphone and the actual hard phone used to make calls.
If you do not have restrictions, then try logging off and back in
again. If that fails, reboot the PC.
Cannot listen to messages with
INTUITY Message Manager
When a user is logged in to IP softphone in the roadwarrior
application, the softphone has control of the PC sound card. Since
only one application can control the PC sound card at a time, the
sound card will not be available to Message Manager.
Users get message “Action cannot be
completed”
The user may have a button on the IP softphone that is not
actually administered on the Station screen for the extension. Or
the user is trying to dial a feature access code that is not
administered in the system.
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Sound quality problems
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User cannot conference or transfer
Both the conference and the transfer operations require at least
two lines. Make sure the user has more than one line available to
place calls. To determine if the user has more than one line
appearance, complete the following steps:
1. At the IP softphone, select Number of Calls from the
Options menu.
2. Verify that the Minimum or Default number of lines to be
displayed is more than one.
Users cannot use Directory
In order to use the directory, users must have a Directory, Normal
and Next button available.
Other tips
If your users get the message “Communication to the server has
been lost. You will be logged off by the server,” the only option is
to click OK. However, if the user is active on a call, they can
finish the call before they click OK.
Sound quality problems
Because of the myriad of networks and equipment involved in an
IP call, there are a lot of factors that may contribute to sound
quality problems. This section contains tips for how to determine
the source of the problem, and some things you can do that may
help.
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Sound quality problems
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Isolating problems in the LAN or
DEFINITY ECS
There are a few easy things you can do to determine if a voice
quality problem is in the DEFINITY ECS or in your LAN or PC.
To check the PC sound quality, create and play back a sound file
using the PC sound recorder. If the sound quality is unacceptable,
the problem is somewhere in your headset or sound card.
To check sound quality over the LAN, shut down IP softphone.
Now start up NetMeeting and initiate a call. This completely
bypasses the DEFINITY ECS. Therefore, if you are still
experiencing sound quality problems, the source must be
somewhere within the LAN. If this resolves the sound quality
problem, the issue is with the DEFINITY ECS.
Running a mute test
The mute test can also help determine the source of a sound
quality problem. To run this test, set up an IP softphone test call
between two users who are experiencing voice quality problems.
Have one user mute their phone and have the other user count
aloud to 10. If the sound quality improves, then the problem is in
the sound card, microphone, or headset of the muted phone. If the
sound quality does not improve, try the test again, but this time
mute the other phone.
Other possible causes
If a user is browsing the web while using softphone and they are
accessing web sites with large graphics, they may experience an
interruption in voice transmission.
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Solving IP and H.323 problems
Basic troubleshooting tools
55
Basic troubleshooting tools
This section describes some basic tools that you can use to
understand better what is going on in your network and with the
DEFINITY IP hardware and software.
Using ping
The DEFINITY ping command helps you to determine if
endpoints on the network are available to place or receive calls,
and if nodes in the network are active.
For example to ping an endpoint at 111.122.133.144, complete
the following steps:
1. At your DEFINITY command line, type ping
111.122.133.144 and press RETURN.
You can also use ping node-name nodename if the
nodename is defined on the Node Names screen.
The Ping Results report appears.
PING RESULTS
End-pt Node-name
111.122.133.144
Port
01A011
Port Type
ETH-PT
Result
PASS
Time (ms)
60
Error code
Ping Results screen
2. Review the report to see if pinging the endpoints failed or
if the round-trip time was too long.
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Basic troubleshooting tools
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Using trace-route
The DEFINITY trace-route command helps you determine the
path that a call is taking from the PC endpoint, through the
various nodes in a network. Trace-route can help you see where
in the network a problem may be occurring.
For example, to determine the path from a PC at
111.122.133.144, complete the following steps:
1. At your DEFINITY command line, type the command
trace-route 111.122.133.144 and press RETURN.
Use the IP address of the starting PC that placed the call.
The Trace Route Results screen appears.
TRACE ROUTE RESULTS
Hop
0
1
2
3
4
Time (ms)
Start Addr:
5, 6, 6
35, 36, 37
49, 51, 51
58, 58, 59
IP Address
111.122.133.144
111.122.133.111
111.44.33.111
111.44.33.144
111.44.33.222
Trace Route Results screen
2. Verify that the last listed IP address is the final endpoint in
the path.
If the system was unable to follow the full path, it lists the
last address that it could successfully communicate with.
This information may help you narrow which part of the
network is experiencing problems.
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Basic troubleshooting tools
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Finding the IP address
In some cases, you will want to know the IP address of a PC so
that you can ping it or trace the route of a call. To determine the
IP address, complete the following steps:
1. At the PC, open a DOS window.
Typically you can access the DOS command by selecting
Start>Programs>MS-DOS Prompt.
2. At the DOS prompt, type ipconfig /all (for Windows NT)
or winipcfg (for Windows 95/98).
3. Record the IP address for the PC.
Verifying the IP softphone registration
Sometimes you will need to know whether or not an IP softphone
is registered. For example, to determine whether the softphone at
extension 4455 is registered, complete the following steps:
1. Type status station 4455 and press RETURN.
The General Status screen appears.
2. Verify that the port field is S0nnnn.
If this field displays a standard port address (for example,
01A0210) or an X, then the extension is not registered.
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Basic troubleshooting tools
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Verifying the trunk registration
Sometimes you will need to know whether or not a trunk group is
registered. For example, to determine whether the trunk member
01 of trunk group 40 is registered, complete the following steps:
1. Type status trunk 40/01 and press RETURN.
The Trunk Status screen appears.
2. Verify that the port field is T00nnn.
If this field displays a standard port address (for example,
01A0210), then the trunk is not registered.
When all else fails
Reboot the PC! When you are experiencing unexpected behavior
that you cannot easily fix, you may want to close all your
applications and reboot the machine.
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Contacting Lucent
Preparing to contact Lucent
59
Contacting Lucent
This section describes what information you should have handy
when you need to contact the Lucent Technologies Technical
Service Center (TSC). This section also provides a list of phone
numbers you can call when you have a problem with your
system.
Preparing to contact Lucent
Do you need to call Lucent for additional information or help in
solving a problem?
If you do, please have the following information handy. This
helps the person taking your call.
■
your name and number (in case we need to call you back)
■
your installation location number (also called your IL)
_______________________________________
(Write your IL number here for easy reference)
■
your company’s main phone number
■
the type of your switch
■
the number of trunks on your system
■
the number of stations on your system
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60
Also, use the information in this book to determine the possible
source of your problem. It always helps to keep a log of the steps
you took and the information you gathered while performing your
diagnosis. This information is extremely helpful when you
partner with a Lucent representative in solving your switch
problems.
Remember, if the problem is with equipment or service outside of
your own equipment, you need to call your vendor or service
provider. If you determine that the problem is with your own
equipment, such as on your own stations, switch, or trunks, give
Lucent a call.
If you are not sure where the problem is located, double-check
your system information. Refer to ‘‘Problem-solving strategies’’
on page 5 for more information.
Be ready to talk about:
■
the problem you want to solve
■
if the problem is with a new component or feature
■
if something that used to work now does not work
■
any numbers involved with the problem (for example,
extensions or phone numbers, trunk group numbers, phone
types, or report types)
■
the contents of any recorded messages received
■
error messages from the switch
■
type of ringback tones received on phones
■
the names and numbers of your vendors
■
any other pertinent information
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Contacting Lucent
Contacting Lucent
61
Contacting Lucent
The following table lists additional services available to you. If
you are outside of the +1 800 calling area, contact your local
Lucent representative.
Technical Service Center for Large-Systems
Customers and Toll Fraud Crisis Intervention
(for help with repairs)
+1 800 242 2121
DEFINITY Helpline
(for administration and software problems,
including vectors, how features work,
administration, and interactions)
+1 800 225 7585
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Contacting Lucent
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Glossary
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Glossary
GL
A
Abbreviated Dialing
A feature that allows callers to place calls by dialing just one or two digits.
access code
A dial code used to activate or cancel a feature or access an outgoing trunk.
analog phone
A phone that receives acoustic voice signals and sends analog electrical
signals along the phone line.
ARS partitioning
A feature that allows you to route calls differently for different groups of
users.
attendant
A person at a console who provides personalized service for incoming callers
and voice-services users by performing switching and signaling operations.
attendant console
The workstation used by an attendant. The attendant console allows the
attendant to originate a call, answer an incoming call, transfer a call to
another extension or trunk, put a call on hold, and remove a call from hold.
Attendants using the console can also manage and monitor some system
operations.
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Audio Information Exchange (AUDIX)
A fully-integrated voice-mail system. Can be used with a variety of
communications systems to provide call-history data, such as subscriber
identification and reason for redirection.
Automatic Alternate Routing (AAR)
A feature that routes calls to alternate routes when facilities are unavailable.
Automatic Call Distribution (ACD)
A feature that gives users more flexibility in routing calls to hunt group
agents. ACD also allows external measurement systems such as BCMS and
CentreVu® CMS to be used.
Automatic Circuit Assurance (ACA)
A feature that tracks calls of unusual duration to facilitate troubleshooting.
Automatic Route Selection (ARS)
A feature that allows the system to automatically choose the least-cost route
for toll calls.
B
barrier code
A security code used with Remote Access to prevent unauthorized access.
bridge (bridging)
The appearance of a phone’s extension at one or more other phones.
bridged appearance
A call appearance on a phone that matches a call appearance on another
phone for the duration of a call.
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C
call appearance
For the phone or attendant console, a button labeled with an extension and
used to place outgoing calls, receive incoming calls, or hold calls. Lights
next to the button show the status of the call appearance.
Call Detail Recording (CDR)
A feature that records call data.
Call Vectoring
A feature that allows users to provide flexible, customized call handling by
writing a series of instructions in a simple programming language.
carrier
An enclosed shelf containing vertical slots that hold circuit packs.
centum call seconds (CCS)
CCS is a unit for measuring call traffic. One CCS equals 100 seconds. Call
traffic for a facility, such as a hunt group or phone, is scanned every 100
seconds. If the facility is busy, it is assumed to have been busy for the entire
scan interval. There are 3600 seconds per hour, so a facility that is busy for
an entire hour will be measured as being busy for 36 CCS.
central office (CO)
The location of phone switching equipment that provides local phone service
and access to toll facilities for long-distance calling.
circuit
A channel or transmission path between two or more points.
Class of Restriction (COR)
A feature that defines call-origination and call-termination restrictions.
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Class of Service (COS)
A feature that determines whether users can activate certain features.
coverage answer group
A group of phones that ring simultaneously when a call is redirected to it.
coverage path
The order in which calls are redirected to alternate phones.
coverage point
An extension designated as an alternate phone in a coverage path.
D
data module
A digital interface device between the switch and data equipment.
Direct Department Calling (DDC)
A method for distributing hunt group calls to agents. The switch searches
through all the hunt group extensions in order, starting with the first
extension. As soon as the switch finds an available extension, it connects the
call. Compare to Uniform Call Distribution (UCD).
E
Expert Agent Selection (EAS)
A feature allowing incoming calls to be routed to specialized groups of
agents within a larger pool of agents.
extension
A number by which calls are routed through a communications system.
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external call
A connection between a communications system user and a party on the
public network or on another communications system in a private network.
F
facility
A telecommunications transmission pathway and associated equipment.
feature access code (FAC)
A code users dial to access a system feature.
feature button
A button on a phone or attendant console used to access a specific feature.
H
hunt group
A group of extensions that all can receive calls directed to a single phone
number. When a call arrives at the group number, the switch searches
(“hunts”) for an available extension in the group and connects the call to that
extension.
I
internal call
A connection between two users on the same phone system.
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M
major alarm
An indication of a component failure that requires immediate attention.
minor alarm
An indication of a component failure that could affect customer service.
multiappearance phone
A phone equipped with several call-appearance buttons allowing the user to
handle more than one call on that same extension at the same time.
P
pickup group
A group of individuals authorized to answer any call directed to an extension
within the group.
port carrier
A carrier in a cabinet containing port circuit packs, power units, and service
circuits. Also called a port cabinet.
primary extension
The main extension associated with the physical phone or data terminal.
principal
A phone that has its primary extension bridged on one or more other phones.
public network
The network that can be openly accessed by all customers for local and
long-distance calling.
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R
redirection criteria
Information administered for each phone’s coverage path that determines
when an incoming call is redirected to coverage.
S
skill
An attribute assigned to an agent in a system using Expert Agent Selection.
An agent’s skill indicates a specialty in which the agent is proficient.
split
An ACD hunt group.
system administrator
The person who maintains overall customer responsibility for system
administration.
system printer
An optional printer that may be used to print scheduled reports via the report
scheduler.
system report
A report that provides historical traffic information for internally measured
splits.
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T
trunk
A dedicated telecommunications channel between 2 phone systems or COs.
trunk group
Telecommunications channels assigned as a group for certain functions that
can be used interchangeably between two communications systems or COs.
U
Uniform Call Distribution (UCD)
A method for distributing hunt group calls to agents by comparing agents’
workloads. DEFINITY ECS can deliver each new call to the most idle agent
(the available agent who has been idle the longest since their last hunt group
call) or to the least occupied agent (the agent who has spent the least amount
of time on hunt group calls in their current shift). Compare to Direct
Department Calling (DDC).
Uniform Dial Plan (UDP)
A feature that allows a unique 4- or 5-digit number assignment for each point
in a multiswitch system.
V
Vector
A set of call handling instructions for DEFINITY ECS, that can direct the
switch to queue calls, play announcments, play music, route calls to voice
messaging, as well as many other things.
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Index
71
Index
A
alarm buttons, 34
alarm logs, 31
alarms
clearing, 34
DS1, 39
levels, 31
off-board, 31
on-board, 31
preventing, 38
Automatic Circuit Assurance (ACA), 41
B
backups, 4
baselining
definition, 1
retrieving information, 2
books
how to order more copies, xv
online, xv
busy-verify
hunt groups, 44
trunks, 45
buttons
Alarm, 34
Busy Verify, 43
help, xii
Trunk ID, 49
C
cabinet status, viewing, 9
call center, problems, 20
calling Lucent, 59
circuit packs, removing, 39
clearing alarms, 34
clearing errors, 29
commands
change circuit-pack, 40
change data-module extension, 38
display alarms, 5, 32
display errors, 5, 26
list history, 10
ping, 55
save announcements, 4
save translations, 4
status, 5
status health, 7
status station, 8
status station extension, 8
status system all-cabinets, 9
test station extension, 37
trace-route, 56
D
diagnosing problems, 13
dialing out, problems, 15
DS1, alarms, 39
E
error logs
interpreting, 29
viewing, 26
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error types, common, 34
errors
18-busied out, 35
1-circuit pack removed, 37
513-equipment missing, 36
clearing, 29
frequently-encountered, 34
preventing, 38
extended service agreement, xvi
L
login, problems, 19
logs
alarms, 31
clearing alarms, 34
error, 26
M
F
Facility Busy Indication, 46
Facility Test Calls, 47
maintaining records, 2
Maintenance Objects (MOs), 25
message lamp problems, 17
message line, xii
modem problems, 18
H
H.323 trunk, 51
help
buttons, xii
numbers to call, xvi
history, viewing, 10
hunt groups, busy-verify, 44
O
online books, xv
Online Expert, 51
P
I
incoming calls, problems, 16
internet protocol (IP), 51
IP address, 57
IP softphone, 51
password, problems, 19
phone problems, solving, 14
phones, busy-verify, 43
printer problems, 19
problems
call center, 20
diagnosing, 13
dialing out, 15
incoming calls, 16
login, 19
message lamp, 17
modem, 18
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problems, (continued)
password, 19
phone, 14
printer, 19
SAT, 19
softphone, 51
sound quality, 53
terminal access, 19
tie trunks, 18
trunks, 17
problem-solving, strategies, 5
R
records, maintaining, 2
removing circuit packs, 39
reports
error, 26
history, 10
S
SAT problems, 19
screens, xi
Alarm Report, 32, 33
Data Module, 38
Error Report, 26
General Status, 8
Hardware Error Report, 28, 36
Help, 6
History, 10
Status Health, 7
System Status Cabinet, 9
security
access codes, 47
concerns, xiii
service agreement, extended, xvi
softphone, 51
station status, viewing, 8
status
cabinet, 9
station, 8
system health, 7
status line, xii
strategies, problem-solving, 5
system backups, 4
system changes, viewing, 10
system health, viewing, 7
system logs
alarms, 25
errors, 25
system status, viewing, 6
T
terminal access, problems, 19
Terminal Alarm Notification, 34
testing
phones, 47
trunks, 47
testing, busy phones, 43
tests, 38
tie trunk problems, 18
toll fraud, xiii
troubleshooting
phone problems, 14
trunks, 49
using features, 41
Trunk Identification, 49
trunks
busy-verify, 45
identifying problems, 17
troubleshooting, 49
turning off tests, 38
turning-off, 38
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V
viewing
error logs, 26
station status, 8
system changes, 10
system status, 6
voice terminals, see phones
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DEFINITY System’s Little Instruction Book
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Customer Self-Service Center web site
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Customer Self-Service Center web site
This web site allows you to find answers to questions, review
maintenance tickets, or get the latest version of this book.
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Access this interactive site to find out how to administer your
DEFINITY system or to get help with solving basic problems.
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Create and submit a service request for specific location. We will
provide you with both a case number and a commitment time.
Case status
Review the status of your maintenance requests by entering your
case (ticket) number. You can get the status for any open case or
for a case closed within the last 60 days.
Replacement equipment
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