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 calls to report that his phone “does not work.” Strangely 
enough, this seems to be the most commonly reported problem! 
Ask questions to find out what is really wrong and how to fix it.
To find out why a phone “does not work,” ask these questions:
nHow does the phone “not work?” Does the problem occur 
when:
—  they try to answer a ringing incoming call
—  they try to make a call
nIf the problem occurs when they try to make a call, is the 
call 
—  internal, station to station
—  external, to an outside phone
nIs the problem with just one number, or are they unable to 
place any outgoing calls? 
						

							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 cannot be completed as 
dialed, the problem is likely your ARS programming. See 
DEFINITY System’s Little Instruction Book for basic 
administration for more information on changing your 
outbound routing. 
Incoming calls ring but do not reach 
the user 
Another user calls to report that his phone “does not work.” Ask 
questions similar to the ones listed above. You determine that the 
user can call out, and that the phone rings but there is no call on 
the line when the user picks up. 
Ty p e  
status station to see if send all calls is activated.  
						

							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 a problem with a 
trunk. 
nIs the trouble on every call or is the trouble intermittent?
nAre you getting any sort of recordings when you try to dial 
out on this trunk?
nCan you identify the trunk in question? 
Use a trunk access code (tac) to identify the trunk, 
especially if the console has a trunk ID button.
nIs there static on the call?
This is likely a problem with the trunk external to the 
switch.
nHave you notified your vendor of this problem? 
						

							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 problems
nWhat is the extension of the modem?
nIs the modem connected through the switch?
nWhat is the modem connected to?
For example, computer, fax, or CMS?
nHave the setup options been changed or checked recently?
nWhat company manufactures the modem?
nWhat is the model number? 
						

							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 in?
nWhat type of software or dialing program do you use?
nWhat error messages do you see when you try to dial in?
If your password expired, is not working, or is incorrect, call 
Lucent for assistance in getting the issue resolved.
Diagnosing SAT problems
nWhat type of terminal is it?
nWhat type of trouble are you having? 
						

							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 Solutions
You do not get port 0 when 
you start to record an 
announcement. If port 0 is in use when you start to record an 
announcement, you hear a reorder (or fast-busy) 
tone followed by silence. Redial the 
announcement access code and extension every 
45 seconds until your recording session is 
successful.
The phone you are using to 
record the announcement 
does not have a COS with 
console permission.Use the station screen to change the COS for that 
phone to a different COS that has console 
permissions.
The Pro (protected) field on 
the Recorded Announcements 
screen is y
.Set this field to n
 to allow changes from a phone 
with console permissions.
The proper procedure was not 
used.Try again. Verify the Feature Access Code 
(FAC) you’re using. 
The extension you want to 
use is not assigned to an 
announcement.Check the number you’re dialing, or assign the 
extension to an announcement on the Recorded 
Announcements screen. 
						

							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 lower compression rate is acceptable.
nDelete some announcements. 
nAdd an additional announcement board.
Callers don’t hear announcement
Possible Causes Solutions
All announcement 
ports are frequently 
busy and no queue is 
administered for the 
announcement.Set the Q field on the Recorded Announcements 
screen to y
. (Set this field to y 
for every extension 
assigned to an integrated announcement board.) If the 
problem continues, add another announcement board.
No announcement is 
recorded.Dial the announcement extension. If you hear a fast 
busy signal, there is no announcement. Record one.
The announcement 
board malfunctioned.Re-record the announcement. 
Can’t record an announcement on
Integrated Announcement Boards
Possible Causes Solutions 
						

							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 device, or remove its extension 
number from the Hunt Group screen until the 
device can be fixed.
Too many abandoned calls
Possible Causes Solutions
There is no coverage path. Assign a coverage point in the Coverage Path 
field on the Hunt Group screen.
Announcements are not 
being used or need to be 
changed. Create announcements that encourage callers to 
wait. Tell callers their call is very important and 
ask them to stay on the line. 
Customers aren’t willing to 
wait until the call is 
answered. Add agents to reduce average speed of answer. 
						

							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 consistently high for ONE-WAY incoming 
trunks, calls are probably being blocked. Add 
trunks. 
If ARS is being used on a two-way trunk, it may 
need further investigation.
DEFINITY ECS can’t tell you if calls are being 
blocked in the central office. Ask your network 
provider to do a traffic study on incoming calls
The administered queue 
length is too short.Set the Queue Length field on the Hunt Group 
screen to a value equal to or greater than the 
number of hunt group agents. Add more agents.
There’s no coverage path. Assign a coverage point in the Coverage Path 
field on the Hunt Group screen. 
						

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