Lucent Technologies Definity Systems Little Instruction Book Basic Diagnostics

							555-233-758
Comcode 108600859
Issue 1
April 2000 
						

							Copyright 
Ó 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.  
						

							 
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DEFINITY System’s Little Instruction Book
for basic diagnostics  
555-233-758  Issue 1
April 2000
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
ZAround-the-clock remote monitoring, proactive diagnosis and resolution delivered in seconds
–  Possible only with Lucent Technologies Expert Systems
ZPriority response times, and the right technical skills & necessary parts on-site
–  Intelligent dispatch possible only with Lucent Technologies Expert Systems
ZFast 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
ZUnprecedented hacker protection to manage the risk of toll fraud related losses
–  System security includes toll fraud security checks and offers toll fraud indemnification
ZProactive 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
ZThe DEFINITY Helpline provides personal assistance from experts to answer questions and 
provide advice
–  Access to support from the National Customer Care Center
ZWeb-based assistance: access to unique features for managing your communications
–  On-line technical information, support, and status at:
http://support.lucent.com
ZAnswers 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 
						

							 
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DEFINITY System’s Little Instruction Book
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Welcome ix
nWhy this new book?ix
nWe wrote this book for you!ix
nWhat information is in this book?x
nHow to use this bookxi
nSecurity concernsxiii
nTrademarks and service marksxiii
nRelated booksxiv
nTell us what you think!xiv
nHow to get this book on the webxv
nHow to order more copiesxv
nHow to get helpxvi
Keeping system information 1
nKeeping baseline information1
nRetrieving baseline information2
nSecuring backups4
Checking system status 5
nProblem-solving strategies5
Viewing the system status6
Viewing general system operations7
Viewing the status of a station8
Viewing the status of your cabinets9
Viewing changes to the system (history report)10
nHow can Lucent help?11 
						

							 
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DEFINITY System’s Little Instruction Book
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April 2000
Solving common problems 13
nDiagnosing a problem13
nSolving common phone problems14
The user cannot dial out15
Incoming calls ring but do not reach the user16
The message lamp on the phone does not go out17
Diagnosing general trunk problems17
Diagnosing tie trunk problems18
Diagnosing modem problems18
Diagnosing printer troubles19
Diagnosing password, login, and terminal 
access problems19
Diagnosing SAT problems19
nSolving call center problems20
Can’t record an announcement on
Integrated Announcement Boards20
Callers don’t hear announcement21
A device in an Auto Answer hunt group 
doesn’t respond22
Too many abandoned calls22
Customers complain they get a busy signal23
Alarms and errors 25
nMaintenance reports25
Alarm logs31
Clearing alarm logs34
Assigning alarm buttons34 
						

							 
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DEFINITY System’s Little Instruction Book
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April 2000
nUnderstanding common error types34
Error type 18 — busied out35
Error type 513 — equipment “missing”36
Error type 1 — circuit pack removed37
nPreventing alarms and errors38
Turn off maintenance38
Remove unused circuit packs39
DS1 administration39
Using features to troubleshoot 41
nUsing features to troubleshoot41
Automatic Circuit Assurance41
Busy Verify43
Facility Busy Indication46
Facility Test Calls47
Trunk Identification49
Solving IP and H.323 problems 51
nSolving softphone problems51
Users cannot login (register) with IP softphone51
User is logged in, but cannot use 
softphone for calls52
Cannot listen to messages with 
INTUITY Message Manager52
Users get message “Action cannot be completed”52
User cannot conference or transfer53 
						

							 
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DEFINITY System’s Little Instruction Book
for basic diagnostics  
555-233-758  Issue 1
April 2000
Users cannot use Directory53
Other tips53
nSound quality problems53
Isolating problems in the LAN or DEFINITY ECS54
Running a mute test54
Other possible causes54
nBasic troubleshooting tools55
Using ping55
Using trace-route56
Finding the IP address57
Verifying the IP softphone registration57
Verifying the trunk registration58
When all else fails58
Contacting Lucent 59
nPreparing to contact Lucent59
nContacting Lucent61
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 
ix 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. 
						

							Welcome 
x What information is in this book? 
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
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.