Lucent Technologies Definity Audix System Release 4.0 Maintenance Guide

							Maintenance Strategy 
2-1  
2
DEFINITY AUDIX System Maintenance  585-300-121  Issue 1
May 1999
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Maintenance Strategy
This chapter b riefly d iscusses normal step s to take when p rob lems occur with 
the DEFINITY AUDIX System. Feature p rob lems that may b e rep orted  b y the 
sub sc rib er are also listed , with p ossib le solutions. 
!CAUTION:
Many of the rep air ac tions and use of utilities d esc rib ed  in the following 
c hap ters should  not b e p erformed  b y the c ustomer. Certain p roc ed ures 
may b e d estructive to the system.  
						

							DEFINITY AUDIX System Maintenance  585-300-121  Issue 1
May 1999
Maintenance Strategy 
2-2 Begin Troubleshooting 
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Begin Troubleshooting
Refer to Fi g u re  2 -1, Resolving  Alarms, when troub le c alls are p lac ed and  alarms 
will have to b e resolved . 
Figure 2-1. Resolving Alarms
TSC:
You receive
trouble call
Is AUDIX system
out of service?
Log in and
go to display
alarms form
Consider
customer
complaints
See next
sectionMF_BD
ALARM_ORIG
SYS_TIME
MO_DISK
DISK
VOICE_PT
VOI CE_GRP
LINK_PORTS
SWITCH
SWITCHLINK
LANINTF
NET_PORT
MACHINE
STORAGE
M_DATA (master data)
S_DATA (system data)
SOFTWARE
AUDIT
(shutdown codes)
-Reboot
-Test board
-Replace board
-Set time
-Test alarm origination
fcdxalm LJK 030999
Basic repair actions Displayed resource types
See
chapter 3
See
chapter 4
-Reboot
-Test MO disk
-Status disk
-Restore from
backup/generic
-Replace device
-Restart/reboot
-Test port
-Change voice group
-Test switch-link
-Test LAN
See
chapter 5
-Test network port
-Test machine
-Restart/rebootSee
chapter 6
-Decrease file
system size
-Reboot
-Restore file system
from backup
See
chapter 7
-Restart
-Reboot
-Restore generic
file systems
See
chapter 8
-Restart
-Run auditsSee
chapter 9
Is there a problem
with the switch?
Consider:
Power outage,
fluctuation
Improper
translation, port
distribution
Overheating
Circuit, circuit pack
failure !
!
!
! 
						

							DEFINITY AUDIX System Maintenance  585-300-121  Issue 1
May 1999
Maintenance Strategy 
2-3 Feature Problems Reported by Subscriber 
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Feature Problems Reported by 
Subscriber
Are DEFINITY AUDIX sub sc rib ers rep orting feature p rob lems throug h the system 
ad ministrator; AUDIX Sub sc rib er; AUDIX System Ad ministrator, Customer Care 
Center (RSC)? Ta b l e  2 - 1, 
Customer Rep orted Feature Prob lems, lists the most 
c ommon feature p rob lems the c ustomer may rep ort. In c onsid ering  these, 
c ustomer c ontac t may be need ed  to g et more explic it details of the prob lem. 
Table 2-1. Customer Reported Feature Problems 
Feature Problem What to Consider
After d ialing  the AUDIX 
extension (for a Voic e 
Mailb ox c all), a sub sc rib er 
hears ring b ac k tone b ut the 
AUDIX system never 
answers.1. Verify the func tioning  of the switc h? Plac e a test c all:
— Dial the switc h extension related to the AUDIX port.
— Chec k switc h translations for hunt g roup, voic e p orts and  
c overag e paths.
— Listen for ring ing , go off-hook and  verify a dial tone.
— Break the d ial tone to ensure that the switc h port listens.
— If a c all c annot b e plac ed , c hec k the alarm log .
2. Is a voic e p ort out of servic e? (See Chap ter 5.) 
3. Is the system c loc k set? (See Chap ter 3.)
4. Do filesystems exist? (See Chap ter 7.)
5. Is the system hard ware b ad  or imp rop erly seated? (See 
Chap ter 3.)
6. If the p rob lem p ersists and no alarms are present, c hec k for 
errors in the error log .  Comp are these with p ast alarms.
A sub sc rib er dials for a Call 
Answer c all, rec eives a 
ring bac k tone, b ut the 
AUDIX system never 
answers.1. Is the c all-c overag e translation c orrec t? (See Chap ter 5.)
2. Is the subsc riber set up with Call Answer p ermission?  The 
ad ministrator should  c hec k this.
3. Is the switc h port op en?  Plac e a test c all. If the c all c annot 
be p lac ed, c hec k the alarm log.
4. Have the filesystem threshold s b een exc eed ed? Is the voic e 
text filesystem out of sp ac e? (See Chap ter 7.)
5. Is the d isk d rive operating ? (See Chap ter 4.)
6. If the p rob lem p ersists and no alarms are present, c hec k for 
errors in the error log .  Comp are these with p ast alarms.
Continued on next page 
						

							DEFINITY AUDIX System Maintenance  585-300-121  Issue 1
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Maintenance Strategy 
2-4 Feature Problems Reported by Subscriber 
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The sub sc rib er d ials the 
AUDIX system, b ut it 
answers only after many 
ring ing s.1. This is normal d uring  heavy traffic  c ond itions.  The 
sub sc rib er is b eing  p lac ed in a waiting  queue.  Verify heavy 
traffic  ac tivity by c hec king the p ort usage/p eg c ount d ata on 
the LIST MEASUREMENTS LOAD HOUR sc reen.
2. If a port has not b een used for some time, c hec k the STATUS 
VOICE-GROUP sc reen to verify that p orts are in servic e.
3. Chec k the CHANGE/DISPLAY VOICE-GROUP sc reen to see 
if voic e p ort loc ations and  extensions are c orrec t.
4. If the p rob lem persists and no alarms are present, c hec k the 
error log for any voic e-g roup  errors. (See Chap ter 5.)
The sub sc rib er d ials the 
AUDIX system and  hears 
static  or ab normal noise.1. Is the c all internal or external?  If external, the loc al telep hone 
fac ilities need  to d eal with this.
2. Run the TEST BOARD LONG.
When making  a Voic e Mail 
or Call Answer c all, the 
sub sc rib er is c onnec ted  to 
the AUDIX system b ut 
rec eives no system 
announc ements, wrong  
announc ements, garbled  
announc ements, or 
announc ements out of 
ord er.1. If the p roblem oc c urs rarely or oc c asionally, c hec k for a faulty 
AUDIX p ort.
2. If b ad  announc ements oc c ur freq uently or always, the 
system may not b e ab le to ac c ess the Storag e filesystem. 
(See Chap ter 7.)
— Chec k the DISPLAY ANNOUNCEMENT sc reen for ac tive 
announc ements. If this field is emp ty, rec over the filesystem 
from the bac kup MO disk. (See Chapter 7.)
— If the filesystem ap p ears intac t, c hec k the status of the disk 
using  the STATUS DISK sc reen. (See Chap ter 4.)
The sub sc rib er’s message 
waiting  lamp (MWL) may 
not lig ht or exting uish 
properly.
nThe lamp does not light in response to a sent messag e: Plac e 
a test c all to c hec k the switc h voic e p ort. Also c hec k that 
MWL translations are c orrec t. (See 
Installation and  Switc h 
Ad ministration for the DEFINITY AUDIX System Release 4.0
, 
585-300-122.)
nChec k the STATUS SWITCH-LINK sc reen to see that the 
datalink is in-servic e and in d ata-transfer.
nThe lamp d oes not extinguish: Chec k the MWL translations 
for the subsc riber’s p hone.
nCL only. Chec k the ad junc t name field  on the sub sc rib er’s 
switc h station form. The value should  b e the same as the 
ad junc t name on the hunt group  form.
When sc anning  messag es, 
the sub sc rib er may hear 
There is no message to 
play b ac k.  On a Call 
Answer c all, this 
announc ement may b e 
followed  b y a stand ard  
system g reeting instead of 
a p ersonal g reeting .1. Chec k the DISPLAY ALARMS/ERRORS log s for a c orrup ted  
voic e text filesystem (See Chap ter 7) or a b ad d isk. (See 
Chap ter 4.)
2. Chec k the log s for intermittent errors and  alarms (those that 
resolve themselves and  then b ec ome ac tive ag ain).
Ta b l e  2 - 1 .Customer Reported Feature Problems  — Continued
Feature Problem What to Consider
Continued on next page 
						

							DEFINITY AUDIX System Maintenance  585-300-121  Issue 1
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Maintenance Strategy 
2-5 Feature Problems Reported by Subscriber 
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When trying to c reate a 
messag e, the sub sc rib er 
hears There is no room in 
your mailb ox.1. The sub sc rib er should d elete unneeded messag es in 
resp onse to the warning  messag e.
2.If the sub sc rib er’s mailbox is not full, the system 
ad ministrator should  c hec k the sub sc rib er’s maximum 
messag e leng ths.  Also, minimum requirements for 
sub sc rib ers should  b e c hec ked .
3. Chec k for extra voic e data and text files in the Storage 
filesystem. (See Chapter 7.)
The sub sc rib er rec eives a 
reord er tone (fast-busy) 
after dialing  the system.1. Will oc c ur if you were working  on the AUDIX system and  all 
the voic e ports were b usied  out.
2. Will oc c ur if you were not d oing  servic e, b ut the system was 
out of servic e b ec ause of a restart. Chec k the alarm and  error 
logs for restart errors. (See Chap ter 3 for hard ware errors and  
Chap ter 8 for software errors.)
3. Chec k the STATUS SWITCH-LINK sc reen to see that the 
datalink is in-servic e and in d ata-transfer.
4. Chec k the log s for intermittent errors and  alarms.
5. Chec k the hunt g roup  translations.
A CL-mod e system answers 
in stand alone mod e 
(sub sc rib er hears “ Use 
touc htones to reenter the 
numb er you c alled” ).1. Chec k the STATUS SWITCH-LINK sc reen to see that the 
datalink is in-servic e and in d ata-transfer.
2. Chec k the switc h translations, p artic ularly the message 
c enter field  to ensure it is set to 
audix in the hunt g roup.
A sub sc rib er c omplains that 
voic e mail messag es are 
not being  sent to users on a 
remote system.1. Use DISPLAY REMOTE to determine to whic h remote 
mac hine the user is send ing.
2. Use LIST MEASUREMENTS REMOTE MACHINE DAY to 
determine if any messag es are being  sent or rec eived  to or 
from that mac hine.
3. Use TEST MACHINE (NAME) to plac e a test c all to that 
mac hine. If it fails, c hec k the p hone numb er and  switc h 
translations or if ok, the trouble may b e in the remote 
mac hine.
4. Chec k that the Send  to Non-Administered  Rec ipients field  on 
the MACHINE PROFILE sc reen is set to y.
5. Chec k the ac tivity log.
Ta b l e  2 - 1 .Customer Reported Feature Problems  — Continued
Feature Problem What to Consider
Continued on next page 
						

							DEFINITY AUDIX System Maintenance  585-300-121  Issue 1
May 1999
Maintenance Strategy 
2-6 Feature Problems Reported by Subscriber 
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							TN568 Circuit Pack 
3-1 MF_BD Alarms, Repair Procedures and Errors 
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DEFINITY AUDIX System Maintenance  585-300-121  Issue 1
May 1999
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TN568 Circuit Pack
MF_BD Alarms, Repair Procedures 
and Errors 
Tab le 3-1 lists alarms and  rep air p roc ed ures assig ned  to the Multifunc tion Board  
(MF_BD) fault resourc e. Rep air ac tions are p erformed  one at a time until the 
p rob lem is solved . If the p rob lem reoc c urs, refer to Tab le 3-2 to b etter 
und erstand  the errors that may b e trig g ering  the alarms.
 Alarms ap p ear in the 
D I SPL AY AL ARM S sc reen under the resource type:
MF_BD 
						

							DEFINITY AUDIX System Maintenance  585-300-121  Issue 1
May 1999
TN568 Circuit Pack 
3-2 MF_BD Alarms, Repair Procedures and Errors 
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Table 3-1. MF_BD Alarms and Repair Procedures
Fault Code Fault DescriptionAlarm 
LevelError Log 
Resource Repair Action
100
Unab le to p ump  DSP 
Parallel ControllerMAJORDSP_SUBSYS
— In v o ke  RESET SYSTEM 
REBOOT.
If system d oes not return to AUDIX 
state, or error/fault reoc c urs, shut 
d own the system, and  rep lac e the 
TN568. 101
Failed  to c onfigure 
Voic e Buffer driver MAJORDSP_SUBSYS
102
DSP Parallel 
Controller p roc ess 
diedMAJORDSP_SUBSYS
103
Proc ess error No alarmDSP_SUBSYS
Used internally. Alarm is never ac tive
200
Firmware detec ted 
faulty  Dig ital Sig nal 
p roc essorMAJORDSP_VOICE
Replac e TN568.
201
Dig ital Sig nal 
Proc essor failed tone 
testMAJORDSP_VOICE
— Invoke test board  long.
—  Rep lac e TN568.
202
Reac hed maximum 
rep umps allowedMAJORDSP_VOICE
— System resets Dig ital Sig nal 
Proc essor automatic ally.
— Invoke test board  long.
— Invoke reset system reboot.
— If system alarm reoc c urs, 
rep lac e TN568.
203
Dig ital Sig nal 
Proc essor failedMAJORDSP_VOICE
204
Proc ess error 
rep ortedMAJORDSP_VOICE
— System resets Dig ital sig nal 
Proc essor automatic ally.
— If system alarm reoc c urs, 
rep lac e TN568.
205
Dig ital Sig nal 
Proc essor kernel 
fatal errorMAJORDSP_VOICE
— System resets Dig ital Sig nal 
Proc essor automatic ally.
— If system alarm reoc c urs, 
rep lac e TN568.
206
Dig ital Sig nal 
Proc essor kernel 
faultMAJORDSP_VOICE
207
Dig ital Sig nal 
Proc essor insaneMAJORDSP_VOICE
208
Dig ital Sig nal 
Proc essor voic e p ort 
faultMAJORDSP_VOICE
300
Going  to Shutd own 
stateNo alarmEMB_MFB
Used internally. Alarm is never 
ac tive. 
						

							DEFINITY AUDIX System Maintenance  585-300-121  Issue 1
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TN568 Circuit Pack 
3-3 MF_BD Alarms, Repair Procedures and Errors 
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301
Restarting  system MAJOREMB_MFB
— In v o ke  RESET SYSTEM 
REBOOT.
— If system d oes not return to 
AUDIX state, or error/fault 
reoc c urs, shut d own the 
system, and  rep lac e the TN568. 302
Restart w/o ang el 
initializationMAJOREMB_MFB
303
Go to OA&M MAJOREMB_MFB
304
Flashware tests 
failedMAJOREMB_MFB
Shut d own the system, and rep lac e 
the TN568.
305
Cloc k Hard ware 
failedMAJOREMB_MFB
— Run TEST BOARD LONG 
— If the alarm is still ac tive, alert 
the RSC.
306
Initialization ang el 
failedMAJOREMB_MFB
— If system d oes not return to 
AUDIX state, or error/fault 
reoc c urs, shut d own the 
system, and  rep lac e the TN568.
— If system initializes to OA&M 
state, b oot from the MO d isk.
— If system d oes not return to 
AUDIX state, or error/fault 
reoc c urs, shut d own the 
system, and  rep lac e the TN568.
307
Time-Division 
Multiplexing  c loc k 
failedMAJOREMB_MFB
— Verify the TDM c loc k is 
op erational on the switc h.
— If the switc h TDM c loc k is 
op erational, invoke RESET 
SYSTEM RESTART.
— If system d oes not return to 
AUDIX state, or error/fault 
reoc c urs, restore from the MO 
disk.
— If system d oes not return to 
AUDIX state, or error/fault 
reoc c urs, shut d own the 
system, and  rep lac e the TN568.
308
Angel problem in 
KDBMAJOREMB_MFB
System reb oots.
309
Sanity timer upd ate MAJOREMB_MFB
— Restore the g eneric  p artitions.
— If system d oes not return to 
AUDIX state, or error/fault 
reoc c urs, shut d own the 
system, and  rep lac e the TN568. Fault Code Fault DescriptionAlarm 
LevelError Log 
Resource Repair Action 
						

							DEFINITY AUDIX System Maintenance  585-300-121  Issue 1
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TN568 Circuit Pack 
3-4 MF_BD Alarms, Repair Procedures and Errors 
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312
Time Slot Controller 
badMAJOREMB_MFB
— Verify the TDM c loc k is 
op erational on the switc h.
— If the switc h TDM c loc k is 
op erational, shut down the 
system, and  rep lac e the TN568.
— If the prob lem reoc c urs, c hec k 
the switc h TDM c loc k.
313
386 flashware 
rep rog ramming  
ab ortedWARN IN GEMB_MFB
Insp ec t the 
/usr/add-on/audix/lib/pumpware/fw
386/reprog.out 
file. This file will 
c ontain the reason c ode for why 
rep rog ramming  ab orted  or failed .  314
386 flashware 
rep rog ramming  
failedWARN IN GEMB_MFB
317
386 flash PROM 
c hec ksum errorMAJOREMB_MFB
If system d oes not return to AUDIX 
state, or error/fault reoc c urs, shut 
d own the system, and  rep lac e the 
TN568.
600
SCSI protoc ol failure MAJORSCSI_CHIP
— If system is in the AUDIX state, 
i n vo ke  RESET SYSTEM 
REBOOT.
— Shut down the system and  
c hec k the SCSI bus c ab les.
— If system d oes not return to 
AUDIX state, or error/fault 
reoc c urs, shut d own the 
system, and  rep lac e the disk 
drive.
— If system still does not return to 
AUDIX state, or error/fault 
reoc c urs, replac e the TN568. 601
SCSI hard ware 
d iagnosticMAJORSCSI_CHIP
602
SCSI bus reset MINORSCSI_CHIP
This alarm should  automatic ally 
resolve after 24 hours. If it has not:
— Chec k the hard  d isk d rive
— Chec k the MO d isk drive
— Rep lac e the TN568
— Chec k c ab les
800
Loop -b ac k failed MAJORSYNC_PT
— Exe c u t e  TEST SWI TC H -L I N K 
LONG.
— As a last resort, rep lac e the 
TN568.
900
FW d etec ted  DSP 
faultMAJORDSP_NET
— In v o ke  RESET SYSTEM 
REBOOT. If error p ersists, 
rep lac e TN568.
901
DSP failed  tone test MAJORDSP_NET
— If MF_BD alarm 312 ac tive see 
its rep air ac tions. Otherwise run 
test ag ain, and if error persists 
rep lac e the TN568. Fault Code Fault DescriptionAlarm 
LevelError Log 
Resource Repair Action