Lucent Technologies Definity Systems Little Instruction Book Basic Diagnostics

DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Solving common problems 
15 Solving common phone problems 
ncheck the station screens for SAC, coverage paths
nlook at printed switch records for discrepancies
ncheck the alarms and errors logs
nclear any alarms and errors
ntest the boards
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...

Solving common problems 
16 Solving common phone problems 
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
nIs this a new phone, or is this a new problem with an 
existing phone (were they able to call out before)
nDo they hear dial tone before they try to call?
nWhat do they hear after they dial? 
—  a tone of some kind
—  a message
—  static
—  nothing
nIf they hear a message after they dial, what is the exact 
message?
If the message says that the call...

DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Solving common problems 
17 Solving common phone problems 
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 
RETU RN.
Diagnosing general trunk problems
The following questions help you determine...

Solving common problems 
18 Solving common phone problems 
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Diagnosing tie trunk problems
nIs the problem on incoming calls only?
nIs the problem on outgoing calls only?
nWhat happens when you try to use this trunk?
nHave you notified the T1 vendor?
nDoes this trunk connect to another location?
If so, try to determine the IL number of that location.
nDo you know the circuit ID of this trunk?
Diagnosing modem...

DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Solving common problems 
19 Solving common phone problems 
Diagnosing printer troubles
nWhat is the problem with the printer?
nWhat is the printer used for?
For example, is it connected to the switch, CMS, CAS, or 
maybe AUDIX?
nWho manufactures the printer?
nWhat is the model number?
Diagnosing password, login, and terminal access problems
If the problem is with remote dial-in access, ask:
nHow do you dial...

Solving common problems 
20 Solving call center problems 
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
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...

DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Solving common problems 
21 Solving call center problems 
 
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.
nCreate a shorter announcement.
nShorten existing announcements.
nRerecord existing announcements at a lower 
compression rate. Be sure the audio quality 
at the...

Solving common problems 
22 Solving call center problems 
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
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...

DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Solving common problems 
23 Solving call center problems 
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...

Solving common problems 
24 Solving call center problems 
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000