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
Using features to troubleshoot 
45 Using features to troubleshoot 
To busy-verify a trunk
1. Press the Busy Verify button on your phone. 
The busy verify light turns green.
2. Dial the trunk access code for the trunk you want to test.
Your display should be blank and you should hear dial 
tone. If your display shows “DENIED” and you hear 
intercept tone, repeat steps 1 and 2.
If you have trunk group select buttons on your phone, you 
can also press the 
Busy Verify button and then press the Tr u n k  
Group  Selec t
 button for the appropriate trunk.
3. Dial the trunk-group member number you want to verify.
display tone frequencypattern
(seconds)  status of extension next step
Invalid intercept 440 Hz
alternating
620 Hz.25 on
.25 on
repeatedinvalid number cancel and try again
Terminated ringback combined
440 Hz +
480 Hz1 on
3 off
repeatedidle and ringing release the call
All made busy reorder combined
480 Hz +
620 Hz.25 on
.25 off
repeatedmade busy is active release the call and
try again later
Denied reorder same as
abovesame as
aboveactive on a call release the call and 
try again later
Out of 
servicereorder same as
abovesame as
abovetrouble condition
or
station administered 
without hardwarecancel
report an 
out-of-service 
condition 
						

							Using features to troubleshoot 
46 Using features to troubleshoot 
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
You hear a tone and see a display. The following table 
describes what the tone and display indicate and how to 
respond.
Facility Busy Indication 
You can use Facility Busy Indication to display the idle or busy 
condition of phones, trunks, or paging zones.
To use this feature you need to add facility busy indication 
buttons to your phone. Label the facility busy buttons as “Busy” 
followed by the number or name of the facility being monitored. 
If the green light associated with the Facility Busy Indication 
button stays lit for a long time, the facility may have a problem.
display tone frequencypattern
(seconds)  status of extension next step
Invalid intercept 440 Hz
alternating
620 Hz.25 on
.25 on
repeatedinvalid cancel and try again
Verified confirmation idle and ringing
(working properly)release the call
none ringback combined
440 Hz +
480 Hz1 s on
3 s off
repeatedidle automatic or
release link
(working properly)release the call
none dial tone combined
350 Hz +
440 Hzcontinuous idle (working properly) release the call
Bridged none bridged onto active call
(working properly)release the call
Out of
Servicereorder combined
480 Hz +
620 Hz.25 on
.25 off
repeatedtrouble condition cancel;
report an 
out-of-service 
condition 
						

							DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Using features to troubleshoot 
47 Using features to troubleshoot 
Facility Test Calls 
You can use Facility Test Calls to place test calls to specific 
trunks or phones. Because this feature bypasses the regular 
system traffic, it is very helpful in finding noisy lines and other 
problems. However, this feature can be easily misused by outside 
parties. Disable this feature when you are not using it.
!SECURITY ALERT:
Whenever you use this feature, enable the feature access 
code only for the tests you want to make. Be sure to 
immediately remove the access code when you are through 
testing because leaving this feature enabled can leave you 
open to security breaches.
To place a test call to a trunk or touch-tone phone
1. At the system terminal, enable a feature access code for 
Facility Test Call.
2. At your phone, dial the feature access code for Facility 
Test Call. Listen for dial tone.
3. Dial the 6- or 7-digit port address in 
UUCSSss format, 
where:
UU = cabinet number (01, 02, etc.)
C = carrier number (A=1, B=2, C=3, D=4, E=5)
SS = slot number (depends on system)
ss = port number (depends on circuit pack)
Tip:
If you have problems with this step, try dialing the port 
address without the first zero in the cabinet number. 
						

							Using features to troubleshoot 
48 Using features to troubleshoot 
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
You hear a tone and see a display. The following table 
describes what the tone and display indicate and how to 
respond.
4. If you are testing a trunk, place the call.
or
If you are testing a touch-tone receiver, dial the number.
5. If you receive a dial tone, the test passed.
or
If you receive an intercept tone, the test failed.
!SECURITY ALERT:
At the system terminal, BE SURE to disable the Facility Test 
Call feature access code.
tone frequencypattern
(seconds) status next step
dial combined
350 Hz +
440 Hzcontinuous connected go to step 4
reorder combined
480 Hz +
620 Hz.25 on
.25 off
repeatedbusy release the call
intercept 440 Hz
alternating
620 Hz.25 on
.25 on
repeatedno access release the call 
						

							DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Using features to troubleshoot 
49 Using features to troubleshoot 
Trunk Identification
You can identify a faulty or noisy trunk with Trunk Identification. 
You can use Trunk Identification:
non an active call
nwhile accessing a trunk
To identify the specific trunk used on a call:
1. Press the 
Trunk ID button. 
Trunk access code and trunk group member number 
appears on the display.
If 2 trunks are used on the call, the identification of the last 
trunk added to the call displays. If more than 2 trunks are 
on a call, Trunk Identification is denied.
2. See if there are any on-board alarms against a trunk circuit 
pack.
If no, report the trunk problem to the appropriate vendor.
If yes, report the trunk problem and the identification 
information to Lucent. 
						

							Using features to troubleshoot 
50 Using features to troubleshoot 
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 IP and H.323 problems 
51 Solving softphone problems 
Solving IP and H.323 problems
This section describes some basic troubleshooting tips and tools 
that may help you solve problems with IP (internet protocol) 
softphones, and IP and H.323 trunk issues. 
In addition to using this section, you may want to refer to the 
Lucent Technologies Online Expert for DEFINITY Systems at 
http://support.lucent.com
Solving softphone problems
This section discusses some common problems you or your users 
may encounter while using IP softphones (telecommuter or road 
warrior types). 
Users cannot login (register) with IP 
softphone
The user’s password needs to be the same as the administered 
station security code. So, the first thing to verify is whether or not 
the user is using the correct password. If they are using the 
correct password, then you should determine if the problem is 
with their PC.  
						

							Solving IP and H.323 problems 
52 Solving softphone problems 
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
To determine if the problem is related to the user’s PC, try to 
register (login) this extension from another PC. If you can 
successfully register, then the problem is within the user’s PC. If 
you cannot register, then the extension may not be administered 
correctly or you may have a network problem.
User is logged in, but cannot use
softphone for calls
If you see the message “Telephony is not available” in the call 
status area, then you may have COR to COR restrictions between 
the IP softphone and the actual hard phone used to make calls.
If you do not have restrictions, then try logging off and back in 
again. If that fails, reboot the PC.
Cannot listen to messages with
INTUITY Message Manager 
When a user is logged in to IP softphone in the roadwarrior 
application, the softphone has control of the PC sound card. Since 
only one application can control the PC sound card at a time, the 
sound card will not be available to Message Manager.
Users get message “Action cannot be 
completed”
The user may have a button on the IP softphone that is not 
actually administered on the Station screen for the extension. Or 
the user is trying to dial a feature access code that is not 
administered in the system. 
						

							DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Solving IP and H.323 problems 
53 Sound quality problems 
User cannot conference or transfer
Both the conference and the transfer operations require at least 
two lines. Make sure the user has more than one line available to 
place calls. To determine if the user has more than one line 
appearance, complete the following steps:
1. At the IP softphone, select Number of Calls from the 
Options menu. 
2. Verify that the Minimum or Default number of lines to be 
displayed is more than one. 
Users cannot use Directory
In order to use the directory, users must have a Directory, Normal 
and Next button available. 
Other tips
If your users get the message “Communication to the server has 
been lost. You will be logged off by the server,” the only option is 
to click OK. However, if the user is active on a call, they can 
finish the call before they click OK. 
Sound quality problems
Because of the myriad of networks and equipment involved in an 
IP call, there are a lot of factors that may contribute to sound 
quality problems. This section contains tips for how to determine 
the source of the problem, and some things you can do that may 
help.  
						

							Solving IP and H.323 problems 
54 Sound quality problems 
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Isolating problems in the LAN or 
DEFINITY ECS
There are a few easy things you can do to determine if a voice 
quality problem is in the DEFINITY ECS or in your LAN or PC. 
To check the PC sound quality, create and play back a sound file 
using the PC sound recorder. If the sound quality is unacceptable, 
the problem is somewhere in your headset or sound card. 
To check sound quality over the LAN, shut down IP softphone. 
Now start up NetMeeting and initiate a call. This completely 
bypasses the DEFINITY ECS. Therefore, if you are still 
experiencing sound quality problems, the source must be 
somewhere within the LAN. If this resolves the sound quality 
problem, the issue is with the DEFINITY ECS. 
Running a mute test
The mute test can also help determine the source of a sound 
quality problem. To run this test, set up an IP softphone test call 
between two users who are experiencing voice quality problems. 
Have one user mute their phone and have the other user count 
aloud to 10. If the sound quality improves, then the problem is in 
the sound card, microphone, or headset of the muted phone. If the 
sound quality does not improve, try the test again, but this time 
mute the other phone.
Other possible causes
If a user is browsing the web while using softphone and they are 
accessing web sites with large graphics, they may experience an 
interruption in voice transmission.