Lucent Technologies Definity Systems Little Instruction Book For Basic Diagnostics

							DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Solving IP and H.323 problems 
55 Basic troubleshooting tools 
Basic troubleshooting tools
This section describes some basic tools that you can use to 
understand better what is going on in your network and with the 
DEFINITY IP hardware and software. 
Using ping
The DEFINITY ping command helps you to determine if 
endpoints on the network are available to place or receive calls, 
and if nodes in the network are active. 
For example to ping an endpoint at 111.122.133.144, complete 
the following steps:
1. At your DEFINITY command line, type
 ping 
111.122.133.144
 and press RETURN.
You can also use 
ping node-name nodename if the 
nodename is defined on the Node Names screen.
The Ping Results report appears.
Ping Results screen
2. Review the report to see if pinging the endpoints failed or 
if the round-trip time was too long.
                              PING RESULTS
End-pt Node-name Port Port Type Result Time (ms) Error code
111.122.133.144 01A011 ETH-PT PASS 60 
						

							Solving IP and H.323 problems 
56 Basic troubleshooting tools 
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Using trace-route
The DEFINITY trace-route command helps you determine the 
path that a call is taking from the PC endpoint, through the 
various nodes in a network. Trace-route can help you see where 
in the network a problem may be occurring.
For example, to determine the path from a PC at 
111.122.133.144, complete the following steps:
1. At your DEFINITY command line, type the command 
trace-route 111.122.133.144 and press RETURN.
Use
 the IP address of the starting PC that placed the call. 
The Trace Route Results screen appears.
Trace Route Results screen
2. Verify that the last listed IP address is the final endpoint in 
the path.
If the system was unable to follow the full path, it lists the 
last address that it could successfully communicate with. 
This information may help you narrow which part of the 
network is experiencing problems.
                              TRACE ROUTE RESULTS
Hop Time (ms) IP Address
0 Start Addr: 111.122.133.144
1 5, 6, 6 111.122.133.111
2 35, 36, 37 111.44.33.111
3 49, 51, 51 111.44.33.144
4 58, 58, 59 111.44.33.222 
						

							DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Solving IP and H.323 problems 
57 Basic troubleshooting tools 
Finding the IP address
In some cases, you will want to know the IP address of a PC so 
that you can ping it or trace the route of a call. To determine the 
IP address, complete the following steps:
1. At the PC, open a DOS window.
Typically you can access the DOS command by selecting 
Start>Programs>MS-DOS Prompt. 
2. At the DOS prompt, type 
ipconfig /all (for Windows NT) 
or 
winipcfg (for Windows 95/98).
3. Record the IP address for the PC.
Verifying the IP softphone registration
Sometimes you will need to know whether or not an IP softphone 
is registered. For example, to determine whether the softphone at 
extension 4455 is registered, complete the following steps:
1. Type 
status station 4455 and press RETU RN.
The General Status screen appears.
2. Verify that the port field is S0nnnn.
If this field displays a standard port address (for example, 
01A0210) or an X, then the extension is not registered.  
						

							Solving IP and H.323 problems 
58 Basic troubleshooting tools 
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Verifying the trunk registration
Sometimes you will need to know whether or not a trunk group is 
registered. For example, to determine whether the trunk member 
01 of trunk group 40 is registered, complete the following steps:
1. Type 
status trunk 40/01 and press RETU RN.
The Trunk Status screen appears.
2. Verify that the port field is T00nnn.
If this field displays a standard port address (for example, 
01A0210), then the trunk is not registered. 
When all else fails
Reboot the PC! When you are experiencing unexpected behavior 
that you cannot easily fix, you may want to close all your 
applications and reboot the machine. 
						

							DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Contacting Lucent 
59 Preparing to contact Lucent 
Contacting Lucent
This section describes what information you should have handy 
when you need to contact the Lucent Technologies Technical 
Service Center (TSC). This section also provides a list of phone 
numbers you can call when you have a problem with your 
system.
Preparing to contact Lucent
Do you need to call Lucent for additional information or help in 
solving a problem?
If you do, please have the following information handy. This 
helps the person taking your call.
nyour name and number (in case we need to call you back)
nyour installation location number (also called your IL)
_______________________________________
(Write your IL number here for easy reference)
nyour company’s main phone number
nthe type of your switch
nthe number of trunks on your system
nthe number of stations on your system 
						

							Contacting Lucent 
60 Preparing to contact Lucent 
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Also, use the information in this book to determine the possible 
source of your problem. It always helps to keep a log of the steps 
you took and the information you gathered while performing your 
diagnosis. This information is extremely helpful when you 
partner with a Lucent representative in solving your switch 
problems. 
Remember, if the problem is with equipment or service outside of 
your own equipment, you need to call your vendor or service 
provider. If you determine that the problem is with your own 
equipment, such as on your own stations, switch, or trunks, give 
Lucent a call. 
If you are not sure where the problem is located, double-check 
your system information. Refer to ‘‘Problem-solving strategies’’ 
on page 5 for more information.
Be ready to talk about:
nthe problem you want to solve
nif the problem is with a new component or feature
nif something that used to work now does not work
nany numbers involved with the problem (for example, 
extensions or phone numbers, trunk group numbers, phone 
types, or report types)
nthe contents of any recorded messages received
nerror messages from the switch
ntype of ringback tones received on phones
nthe names and numbers of your vendors
nany other pertinent information 
						

							DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Contacting Lucent 
61 Contacting Lucent 
Contacting Lucent
The following table lists additional services available to you. If 
you are outside of the +1 800 calling area, contact your local 
Lucent representative.
Technical Service Center for Large-Systems 
Customers and Toll Fraud Crisis Intervention
(for help with repairs)+1 800 242 2121
DEFINITY Helpline
(for administration and software problems, 
including vectors, how features work, 
administration, and interactions)+1 800 225 7585 
						

							Contacting Lucent 
62 Contacting Lucent 
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
Glossary 
63  
GLGlossary
A
Abbreviated Dialing
A feature that allows callers to place calls by dialing just one or two digits.
access code
A dial code used to activate or cancel a feature or access an outgoing trunk.
analog phone
A phone that receives acoustic voice signals and sends analog electrical 
signals along the phone line.
ARS partitioning
A feature that allows you to route calls differently for different groups of 
users.
attendant
A person at a console who provides personalized service for incoming callers 
and voice-services users by performing switching and signaling operations.
attendant console
The workstation used by an attendant. The attendant console allows the 
attendant to originate a call, answer an incoming call, transfer a call to 
another extension or trunk, put a call on hold, and remove a call from hold. 
Attendants using the console can also manage and monitor some system 
operations. 
						

							Glossary 
64  
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Audio Information Exchange (AUDIX)
A fully-integrated voice-mail system. Can be used with a variety of 
communications systems to provide call-history data, such as subscriber 
identification and reason for redirection.
Automatic Alternate Routing (AAR)
A feature that routes calls to alternate routes when facilities are unavailable.
Automatic Call Distribution (ACD) 
A feature that gives users more flexibility in routing calls to hunt group 
agents. ACD also allows external measurement systems such as BCMS and 
CentreVu
® CMS to be used.
Automatic Circuit Assurance (ACA)
A feature that tracks calls of unusual duration to facilitate troubleshooting.
Automatic Route Selection (ARS)
A feature that allows the system to automatically choose the least-cost route 
for toll calls.
B
barrier code
A security code used with Remote Access to prevent unauthorized access.
bridge (bridging)
The appearance of a phone’s extension at one or more other phones.
bridged appearance
A call appearance on a phone that matches a call appearance on another 
phone for the duration of a call.