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Lucent Technologies Definity Systems Little Instruction Book Basic Diagnostics
Lucent Technologies Definity Systems Little Instruction Book Basic Diagnostics
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DEFINITY System’s Little Instruction Book for basic diagnostics 555-233-758 Issue 1 April 2000 Checking system status 5 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. nUse the status command to check on the operation of your system. See ‘‘Viewing the system status’’ on page 6 for more information. nUse 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.
Checking system status 6 Problem-solving strategies DEFINITY System’s Little Instruction Book for basic diagnostics 555-233-758 Issue 1 April 2000 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. Help screen for status command Let’s look at a few example status screens. 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
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758 Issue 1
April 2000
Checking system status
7 Problem-solving strategies
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.
Status health screen
ALARM SUMMARY CABINET STATUS
Major: 0 Emerg Alarms
Minor: 5 Cab Trans Mj Mn Wn PNC
Warning: 34 1 a-/on 0| 4| 32 up
BUSY-OUT SUMMARY 2 auto- 0| 1| 2 up
Trunks: 0 3 n.a. 0| 0| 0 dn
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
13:46 FRI MAR 27 1998
Checking system status
8 Problem-solving strategies
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758 Issue 1
April 2000
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 RETU RN.
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.
General Status screen
GENERAL STATUS
Type: 7406+ Service State: in-service/on-hook
Extension: 7236 Download Status: not-applicable
Port: 02A0306 SAC Activated? yes
Call Parked? no User Cntrl Restr: none
Ring Cut Off Act? no Group Cntrl Restr: none
Active Coverage Option: 1 CF Destination Ext:
Message Waiting:
Connected Ports:
ACD STATUS HOSPITALITY STATUS
Grp/Mod Grp/Mod Grp/Mod Grp/Mod Grp/Mod Awaken At:
/ / / / / User DND: not activated
/ / / / / Group DND: not activated
/ / / / / Room Status: non-guest room
On ACD Call? no Occupancy: 0.0
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758 Issue 1
April 2000
Checking system status
9 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.
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.
SYSTEM STATUS CABINET 1
SELECT SPE ALARMS TONE/ SERVICE SYSTEM SYSTEM
SPE MODE SWITCH MAJOR MINOR CLOCK STATE CLOCK TONE
1A standby auto 0 0 1A in standby standby
1B active spe b 0 0 1B in active active
SERVICE CONTROL DEDICATED SERVICE BUS ALARMS BUS OPEN BUS
TDM STATE CHANNEL TONES PKT STATE MAJOR MINOR FAULTS LEADS
1B in n n
1A in y y 1 in n n 0 0
EMERGENCY SELECT SERVICE CABINET
TRANSFER SWITCH EXP-LINK STATE MODE TYPE
1A on 01A01-02A01 in active MCC
1B auto-off 01B01-02B02 in standby
Checking system status
10 Problem-solving strategies
DEFINITY System’s Little Instruction Book
for basic diagnostics 555-233-758 Issue 1
April 2000
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.
History screen
HISTORY
Date of Loaded Translation: 2:48pm Sat Jul 26, 1997
Date Time Port Login Actn Object Qualifier
3/16 2:33 INADS inads logn
3/16 1:16 INADS inads logf
3/16 1:16 MGR1 craft logf
3/16 0:39 INADS inads logn
3/15 7:17 MGR1 craft cha hunt-group 2
3/15 7:05 MGR1 craft cha system-param features
3/15 7:04 INADS inads logf
3/15 7:04 MGR1 craft cha system-param features
3/15 7:04 MGR1 craft cha coverage path 1
3/15 7:03 MGR1 craft cha system-param features
3/15 6:09 MGR1 craft cha console-para
3/15 6:06 MGR1 craft add station next
3/15 6:06 MGR1 craft add station next
3/15 5:35 MGR1 craft cha console-para
DEFINITY System’s Little Instruction Book for basic diagnostics 555-233-758 Issue 1 April 2000 Checking system status 11 How can Lucent help? 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.
Checking system status 12 How can Lucent help? DEFINITY System’s Little Instruction Book for basic diagnostics 555-233-758 Issue 1 April 2000
DEFINITY System’s Little Instruction Book for basic diagnostics 555-233-758 Issue 1 April 2000 Solving common problems 13 Diagnosing a problem 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: nthe equipment or process has worked before and is now broken, or if this is a new set-up that you need to correct nthe problem comes from your company’s own equipment, or if the problem comes from your vendor nthe problem originates within your switch, or if the source of the problem is outside of your own facility
Solving common problems 14 Solving common phone problems DEFINITY System’s Little Instruction Book for basic diagnostics 555-233-758 Issue 1 April 2000 Ask the following basic questions of yourself, your users, and other switch administrators who work with you: nIs this a new feature or piece of equipment, or did it work before but does not work now? nDoes the trouble arise when dialing outside the switch, dialing into the switch, or dialing inside the switch? nCan 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. nask for the exact symptoms ntry to duplicate the problem or have the user show you the problem nlook at the phone nfind out if the phone was swapped out ncheck the physical connections (for example, see if the phone is plugged in) ncheck that the phone is where it is supposed to be ntry the phone at another location nask if the cord or handset was changed ncheck status station nuse display station to look at the station screens page-by-page