Lucent Technologies DEFINITY PC Console Release 2.5 Users Manual

							  Troubleshooting
   Issue 2.5   October 1999  9-21   If the Alarm indicator is displayed, and the Major Alarm feature button is
displayed in white, this indicates a major alarm.  If only the Alarm indicator is
displayed, this indicates a minor alarm.
  Other feature buttons can be administered as trouble indicators for links between
the system and peripheral support equipment, or to indicate problem at other
sites.  A Link Failure feature button is displayed in white to indicate major,
minor, and warning alarms.  (In systems with the Hospitality Services package, a
PMS Link Failure feature button is displayed in white to indicate trouble in the
link between the system and the customer-supplied Property Management
System.)
  You can cause white Major Alarm feature button to go gray by clicking that
button.  If the trouble is cleared before system maintenance detects it again, the
feature button will remain gray.
  Feature buttons administered for the Facility Busy Indication feature remain
white as long as the links are active, but go gray if a link fails.
  The system does not report link failures to the remote maintenance organization.
You must notify the System Manager immediately of any indication of link
trouble.
  Four feature buttons can be administered to function as hardware alarm
indicators for users associated with system maintenance, or for users who
monitor system performance.  A PMS Printer Alarm feature button is displayed
in white when the PMS printer interface has a problem, and an Auto Wakeup
Alarm feature button is displayed in white when the interface to the PMS Auto
Wakeup printer has a problem.  A CDR 1 Failure-In feature button is displayed
in white when its interfaces to the primary SMDR output devices have a
problem, and a CDR 2 Failure-In feature button is displayed in white when its
interfaces to the secondary SMDR output devices have a problem.
  The Features You Can Use to Troubleshoot
Problems at the Switch  You can use the following features to perform simple trouble isolation and
analysis of problems at the switch.
n Automatic Circuit Assurance — Used for monitoring possible trunk failures.
n Busy Verification of Telephones and Trunks — Used for placing test
calls.
n DCS Busy Verification of Telephones and Remote Trunks — Used for
placing test calls to remote telephones and trunks on the DCS link.
n Trunk Group Busy/Warning Indicators to Attendant — Used to provide
an indication of trunk usage.
n Trunk Identification — Used to specifically identify the trunk where a
problem is occurring. 
						

							  Troubleshooting
   9-22   Issue 2.5   October 1999 Automatic Circuit Assurance (ACA)
This feature helps the attendant to identify trunks that may be faulty.  The
system maintains a record of individual trunk activity, relative to short- and long-
long time calls.  The system automatically initiates a referral call when it detects
a possible failure.  The attendant group, or an individual attendant, can be
assigned as the referral call destination.
A referral call will arrive on an available call bar.  When you select that call bar,
its display will identify the call as an ACA call, identify the trunk group access
code and trunk group member number, and show the reason for referral —
either a short- or long-holding time.  This information remains on the call bar
until you release the call.  You can then use the Busy Verification of Telephones
and Trunks feature to check the trunk.
The ACA feature provides better service through early detection of faulty trunks,
and consequently, reduces out-of-service time.  Some types of trunk failures
cause people to shorten their calls.  For example, an excessive number of short
calls may indicate a noisy trunk.  Similarly, a trunk that remains busy for an
abnormally long time may be permanently busy due to a trunk fault.  The ACA
feature takes advantage of these characteristics to identify those trunks that may
be defective.
The ACA must be enabled by the System Manager.  Once this is done, a single
attendant console (per system) can be assigned an ACA feature button to
activate and deactivate the ACA referrals.  ACA should remain activated at all
times, if it is enabled at your system.
To activate ACA referrals:
1. Click the ACA feature button.
n The ACA feature button is displayed in white.
n ACA is activated.
To deactivate ACA referrals:
1. Click the ACA feature button.
n The ACA feature button is displayed in gray.
n ACA is deactivated.
Busy Verification of Telephones and Trunks
This feature allows the attendant to place test calls to trunks, telephones, and
hunt groups (DDC and UCD groups).  Busy Verification provides an easy
method of checking the condition of these facilities.  When the feature is
activated, you can distinguish between a telephone or trunk that is truly busy,
and one that only appears busy because of some trouble condition, or because it
was administered without hardware. 
						

							  Troubleshooting
   Issue 2.5   October 1999  9-23 The result of a busy verification test may be a display, a tone, or a conversation
with the called facility.
In the following procedures, a successful verification tells you that the facility is
probably working correctly; a failure tells you that the facility should be reported
for maintenance.
To busy verify a telephone:
1. Click the Busy Verify feature button.
n The Busy Verify feature button is displayed in white.
2. Click a Call icon , or highlight an empty call bar and press F6.
n A Release icon  is displayed on the call bar.
n You hear dial tone.
n The background of the call bar changes to white.
n The call bar assigns a letter identification (such as c= ) to the call.
3. Using your keyboard, telephone keypad, or Hundreds Group button
and Busy Lamp Field, dial the desired extension.
n The call bar displays the called party’s telephone number.
n The number is dialed.
n The Transfer , Hold , Release  and
Conference  icons are displayed on the call bar that is
associated with this call.
¾ If the call bar shows “INVALID,” and intercept tone is heard,
this indicates an invalid extension.  Click the Release icon or press F8 to release from the call, then try again.
¾ If the call bar shows “TERMINATED,” and ringback tone is
heard, this indicates the called extension is idle and ringing.
Verification was successful.  Talk to the called party, or click
the Release icon  or press F8 to release from the call.
¾ If the call bar shows “BRIDGED,” this indicates your call was
bridged onto an active call, and initial warning tone was applied
to the call.  Verification was successful.  Talk to the bridged
parties, or click the Release icon  or press F8 to release
from the call. 
						

							  Troubleshooting
   9-24   Issue 2.5   October 1999¾ If the call bar shows “OUT OF SERVICE” and reorder tone is
heard, this indicates either a trouble condition at the telephone,
or a telephone that was administered without hardware (not a
trouble condition).  Click the Release icon  or press F8
to release from the call, then report the out-of-service condition
to the appropriate personnel.
To busy verify a hunt group:
1. Click the Busy Verify feature button.
n The Busy Verify feature button is displayed in white.
2. Click a Call icon , or highlight an empty call bar and press F6.
n A Release icon  is displayed on the call bar.
n You hear dial tone.
n The background of the call bar changes to white.
n The call bar assigns a letter identification (such as c= ) to the call.
3. Using your keyboard, telephone keypad, Hundreds Group button and
Busy Lamp Field, dial the desired trunk group extension.
n The call bar displays the trunk group extension.
n The number is dialed.
n The Transfer , Hold , Release  and
Conference  icons are displayed on the call bar that is
associated with this call.
¾ If the call bar shows “INVALID,” and intercept tone is heard,
this indicates an invalid extension.  Click the Release icon or press F8 to release from the call, then try again.
¾ If the call bar shows “TERMINATED,” and ringback tone is
heard, this indicates the called extension is idle and ringing.
Verification was successful.  Talk to the called party, or click
the Release icon  or press F8 to release from the call.
¾ If the call bar shows “ALL MADE BUSY” and reorder tone is
heard, this indicates that all hunt groups members have
activated the Make Busy feature.  Click the Release icon or press F8 to release from the call, then try again
later. 
						

							  Troubleshooting
   Issue 2.5   October 1999  9-25 ¾ If the call bar shows “DENIED” and reorder tone is heard, this
indicates that all hunt group members are active on a call.
Click the Release icon  or press F8 to release from the
call, then try again later.
¾ If the call bar shows “OUT OF SERVICE” and reorder tone is
heard, this indicates a trouble condition at the hunt group.
Click the Release icon  or press F8 to release from the
call, then report the out-of-service condition to the appropriate
personnel.
To busy verify a trunk:
1. Click the Busy Verify feature button.
n The Busy Verify feature button is displayed in white.
2. Click a Call icon , or highlight an empty call bar and press F6.
n A Release icon  is displayed on the call bar.
n You hear dial tone.
n The background of the call bar changes to white.
n The call bar assigns a letter identification (such as c= ) to the call.
3. Using your keyboard or the telephone keypad, dial the desired trunk
access code, or click the desired Trunk Group button.
n The call bar displays the number being dialed.
n The number is dialed.
n The Transfer , Hold , Release  and
Conference  icons are displayed on the call bar that is
associated with this call.
n If dial tone is heard, go to Step 4.
¾ If the call bar shows “DENIED,” and intercept tone is heard,
this indicates an invalid trunk access code or Personal Central
Office Line (PCOL) trunk group.  Click the Release icon or press F8 to release from the call, then try again. 
						

							  Troubleshooting
   9-26   Issue 2.5   October 19994. Use your keyboard, telephone keypad, or Hundreds Group button and
Busy Lamp Field, to dial the desired trunk group member number.
¾ If the call bar shows “INVALID,” and intercept tone is heard,
this indicates an invalid group member number.  Click the
Release icon  or press F8 to release from the call, then
try again.
¾ If the call bar shows “VERIFIED,” and confirmation tone is
heard, this indicates an idle one-way incoming trunk.
Verification was successful.  Click the Release icon  or
press F8 to release from the call.
¾ If ringback is heard, this indicates an idle automatic tie trunk or
idle release link trunk.  Verification was successful.  Click the
Release icon  or press F8 to release from the call.
¾ If dial tone is heard, this indicates the trunk is idle and can be
used to place a test call.  Verification was successful.  Place a
test call, or click the Release icon  or press F8 to
release from the call.
¾ If the call bar shows “BRIDGED,” this indicates you have been
bridged onto an active call, and initial warning tone has been
applied to the call.  Verification was successful.  Talk to the
bridged parties, or click the Release icon  or press F8 to
release from the call.
¾ If the call bar shows “OUT OF SERVICE,” and reorder tone is
heard, this indicates a trouble condition exists on the trunk.
Click the Release icon  or press F8 to release from the
call, then report the out-of-service condition to the appropriate
personnel.
DCS Busy Verification of Telephones and
Remote Trunks
This feature allows the attendant to place test calls to trunks and telephones at a
remote location within the same DCS network.  Busy Verification provides an
easy way to check the condition of these facilities.  When the feature is
activated, you can distinguish between a telephone or trunk that is truly busy,
and one that only appears busy because of some trouble condition.
The result of a busy verification test may be an intercept tone, a display, or a
conversation with the called facility.  In the following procedures, a successful
verification tells you that the facility is probably working correctly; a failure tells
you that the facility should be reported for maintenance. 
						

							  Troubleshooting
   Issue 2.5   October 1999  9-27 To busy verify a telephone in a DCS environment:
1. Click the Busy Verify feature button.
n The Busy Verify feature button is displayed in white.
2. Click a Call icon , or highlight an empty call bar and press F6.
n A Release icon  is displayed on the call bar.
n You hear dial tone.
n The background of the call bar changes to white.
n The call bar assigns a letter identification (such as c= ) to the call.
3. Using your keyboard, telephone keypad, or Hundreds Group button
and Busy Lamp Field, dial the desired extension.
n The call bar displays the number being dialed.
n The number is dialed.
n The Transfer , Hold , Release  and
Conference  icons are displayed on the call bar that is
associated with this call.
¾ If intercept tone is heard, this indicates an invalid extension.
Click the Release icon  or press F8 to release from the
call, then try again.
¾ If the call bar shows “DENIED,” and reorder tone is heard, this
indicates a trouble condition that exists on the DCS link.  Click
the Release icon  or press F8 to release from the call,
then report the out-of-service condition to the appropriate
personnel.
¾ If ringback tone is heard, this indicates that the called
extension is idle and ringing.  Verification was successful.  Talk
to the called party, or click the Release icon  or press
F8 to release from the call.
¾ If the call is bridged onto an active call, and initial warning tone
was applied to the call, this indicates verification was
successful.  Talk to the bridged parties, or click the Release
icon  or press F8 to release from the call. 
						

							  Troubleshooting
   9-28   Issue 2.5   October 1999¾ If reorder tone is heard, this indicates either a trouble condition
at the telephone, or a terminal that was administered without
hardware (not an error condition).  Click the Release icon or press F8 to release from the call, then report the out-
of-service condition to the appropriate personnel.
To busy verify a remote trunk in a DCS environment (simple verification
method):
1. Click the Busy Verify feature button.
n The Busy Verify feature button is displayed in white.
2. Click a Call icon , or highlight an empty call bar and press F6.
n A Release icon  is displayed on the call bar.
n You hear dial tone.
n The background of the call bar changes to white.
n The call bar assigns a letter identification (such as c= ) to the call.
3. Click the desired Trunk Group button.
n The call bar displays the number being dialed.
n The number is dialed.
n The Transfer , Hold , Release  and
Conference  icons are displayed on the call bar that is
associated with this call.
n If dial tone is heard, go to Step 4.
¾ If intercept tone is heard, this indicates an invalid trunk access
code or Personal Central Office Line (PCOL) trunk group.
Click the Release icon  or press F8 to release from the
call, then try again.
4. Using your keyboard, telephone keypad, or Hundreds Group button
and Busy Lamp Field, dial the desired trunk group member number.
¾ If the call bar shows “DENIED,” and reorder tone is heard, this
indicates a trouble condition that exists on the DCS link.  Click
the Release icon  or press F8 to release from the call,
then report the out-of-service condition to the appropriate
personnel. 
						

							  Troubleshooting
   Issue 2.5   October 1999  9-29 ¾ If confirmation tone is heard, this indicates an idle one-way
incoming trunk.  Verification was successful.  Click the Release
icon  or press F8 to release from the call.
¾ If ringback is heard, this indicates the trunk is an idle automatic
tie trunk or release link trunk.  Verification was successful.
Click the Release icon  or press F8 to release from the
call.
¾ If dial tone is heard, this indicates the trunk is idle and can be
used to place a test call.  Verification was successful.  Place a
test call, or click the Release icon  or press F8 to
release from the call.
¾ If the call is bridged onto an active call, and initial warning tone
was applied to the call, this indicates verification was
successful.  Talk to the bridged parties, or click the Release
icon  or press F8 to release from the call.
¾ If reorder tone is heard, this indicates a trouble condition on the
trunk.  Click the Release icon  or press F8 to release
from the call, then report the out-of-service condition to the
appropriate personnel.
To busy verify a remote trunk in a DCS environment (two-button push
verification method):
1. Click the Busy Verify feature button.
n The Busy Verify feature button is displayed in white.
2. Click a Call icon , or highlight an empty call bar and press F6.
n A Release icon  is displayed on the call bar.
n You hear dial tone.
n The background of the call bar changes to white.
n The call bar assigns a letter identification (such as c= ) to the call.
3. Use your keyboard or the telephone keypad to dial the desired trunk
access code.
n The call bar displays the number being dialed.
n The number is dialed.
4. Click the Busy Verify feature button.
n The Busy Verify feature button is displayed in white. 
						

							  Troubleshooting
   9-30   Issue 2.5   October 1999n If dial tone is heard, go to Step 5.
¾ If intercept tone is heard, this indicates an invalid trunk access
code or Personal Central Office Line (PCOL) trunk group.
Click the Release icon  or press F8 to release from the
call, then try again.
5. Use your keyboard or the telephone keypad to dial the desired trunk
access member number.
¾ If the call bar shows “DENIED,” and intercept tone is heard,
this indicates an invalid trunk access code.  Click the Release
icon  or press F8 to release from the call, then try again.
¾ If the call bar shows “DENIED,” and reorder tone is heard, this
indicates a trouble condition that exists on the DCS link.  Click
the Release icon  or press F8 to release from the call,
then report the out-of-service condition to the appropriate
personnel.
6. Use your keyboard or the telephone keypad to dial a trunk access
member number pair.
¾ If confirmation tone is heard, this indicates an idle one-way
incoming trunk.  Verification was successful.  Click the Release
icon  or press F8 to release from the call.
¾ If ringback is heard, this indicates the trunk is an idle automatic
tie trunk or release link trunk.  Verification was successful.
Click the Release icon  or press F8 to release from the
call.
¾ If dial tone is heard, this indicates the trunk is idle and can be
used to place a test call.  Verification was successful.  Place a
test call, or click the Release icon  or press F8 to
release from the call.
¾ If the call is bridged onto an active call, and initial warning tone
was applied to the call, this indicates verification was
successful.  Talk to the bridged parties, or click the Release
icon  or press F8 to release from the call.
¾ If reorder tone is heard, this indicates a trouble condition on the
trunk.  Click the Release icon  or press F8 to release
from the call, then report the out-of-service condition to the
appropriate personnel.