Multi-Tech Systems MultiVOIP Model Mvp400/800 Standalone Voice/ip Gateway User Guide

							Chapter 6 - Warranty, Service and Tech Support 
						

							62 MultiVOIP User Guide
Introduction
This chapter starts out with statements about your MultiVOIP 2-year warranty. The next section, Tech
Support, should be read carefully if you have questions or problems with your MultiVOIP. It includes
the technical support telephone numbers, space for recording your product information, and an
explanation of how to send in your MultiVOIP should you require service. The final three sections
explain how to use our bulletin board service (BBS), and get support through CompuServe and the
Internet.
Limited Warranty
Multi-Tech Systems, Inc. (“MTS”) warrants that its products will be free from defects in material or
workmanship for a period of two years from the date of purchase, or if proof of purchase is not
provided, two years from date of shipment. MTS MAKES NO OTHER WARRANTY, EXPRESSED
OR  IMPLIED, AND ALL  IMPLIED  WARRANTIES  OF  MERCHANTABILITY AND  FITNESS  FOR A
PARTICULAR PURPOSE ARE HEREBY DISCLAIMED. This warranty does not apply to any
products which have been damaged by lightning storms, water, or power surges or which have been
neglected, altered, abused, used for a purpose other than the one for which they were manufactured,
repaired by the customer or any party without MTS’s written authorization, or used in any manner
inconsistent with MTS’s instructions.
MTS’s entire obligation under this warranty shall be limited (at MTS’s option) to repair or replacement
of any products which prove to be defective within the warranty period, or, at MTS’s option, issuance
of a refund of the purchase price. Defective products must be returned by Customer to MTS’s factory
transportation prepaid.
MTS WILL NOT BE LIABLE FOR CONSEQUENTIAL DAMAGES AND UNDER NO
CIRCUMSTANCES WILL ITS LIABILITY EXCEED THE PURCHASE PRICE FOR DEFECTIVE
PRODUCTS.
On-line Warranty Registration
To register your MultiVOIP on-line, click on the following link:
http://www.multitech.com/register 
						

							63 Chapter 6 - Warranty, Service and Tech Support
Tech Support
Multi-Tech has an excellent staff of technical support personnel available to help you get the most out
of your Multi-Tech product. If you have any questions about the operation of this unit, call 1-800-972-
2439. Please fill out the MultiVOIP information (below), and have it available when you call. If your
MultiVOIP requires service, the tech support specialist will guide you on how to send in your
MultiVOIP (refer to the next section).
Recording MultiVOIP Information
Please fill in the following information on your Multi-Tech MultiVOIP. This will help tech support in
answering your questions. (The same information is requested on the Warranty Registration Card.)
Model No.: _________________________
Serial No.: _________________________
Software Version: ____________________
The model and serial numbers are on the bottom of your MultiVOIP.
Please note status of your MultiVOIP including LED indicators, screen messages, diagnostic test
results, problems with a specific application, etc. Use the space below to note the MultiVOIP status:
________________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________
______________________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________________
______________________________________________________________________________________________________
Contacting Tech Support via E-mail
If you prefer to receive service on-line, via the internet, you can contact Tech Support via e-mail at
the following address:
http://www.multitech.com/_forms/email_tech_support.htm 
						

							64 MultiVOIP User Guide
Service
If your tech support specialist decides that service is required, your MultiVOIP may be sent (freight
prepaid) to our factory. Return shipping charges will be paid by Multi-Tech Systems.
Include the following with your MultiVOIP:
 a description of the problem.
 return billing and return shipping addresses.
 contact name and phone number.
 check or purchase order number for payment if the MultiVOIP is out of warranty. (Check with
your technical support specialist for the standard repair charge for your MultiVOIP).
 if possible, note the name of the technical support specialist with whom you spoke.
If you need to inquire about the status of the returned product, be prepared to provide the serial
number of the product sent.
Send your MultiVOIP to this address:
MULTI-TECH SYSTEMS, INC.
2205 WOODALE DRIVE
MOUNDS VIEW, MINNESOTA 55112
ATTN: SERVICE OR REPAIRS
You should also check with the supplier of your MultiVOIP on the availability of local service and/or
loaner units in your part of the country.
The Multi-Tech BBS
For customers who do not have Internet access, Multi-Tech maintains a bulletin board system (BBS).
Information available from the BBS includes new product information, product upgrade files, and
problem-solving tips. The phone number for the Multi-Tech BBS is (800) 392-2432 (USA and
Canada) or (612) 785-3702 (international and local).
The BBS can be accessed by any asynchronous modem operating at 1200 bps to 56K bps at a
setting of 8 bits, no parity, and 1 stop bit (8-N-1).
To Log on to the Multi-Tech BBS
1. Set your communications program to 8-N-1.
2. Dial our BBS at (800) 392-2432 (USA and Canada) or (612) 785-3702 (international and
local).
3. At the prompts, type your first name, last name, and password; then press ENTER. If you are
a first time caller, the BBS asks if your name is spelled correctly. If you answer yes, a
questionnaire appears. You must complete the questionnaire to use the BBS on your first
call.
4. Press ENTER until the Main Menu appears. From the Main Menu you have access to two
areas: the Files Menu and News. For help on menu commands, type ?.
To Download a File
If you know the file name
1. From the Main Menu, type F to access the Files Menu, then type D. 
						

							65 Appendix A - TCP/IP Description
2. Enter the name of the file you wish to download from the BBS.
3. If a password is required, enter the password.
4. Answer Y or N to the automatic logoff question.
5. Select a file transfer protocol by typing the indicated letter, such as Z for Zmodem (the
recommended protocol).
6. If you select Zmodem, the transfer will begin automatically. If you select another protocol, you
may have to initiate the transfer yourself. (In most data communications programs, the PAGE
DOWN key initiates the download.)
7. When the download is complete, press ENTER to return to the File Menu.
8. To exit the BBS, type G and press ENTER.
If you don’t know the file name
1. From the Main Menu, type F to access the Files Menu. For a list of file areas, type L, press
ENTER, then type L and press ENTER again. (If you do not type the second L, you will list all
of the files on the BBS.)
2. Mark each file area you would like to examine by typing its list number and pressing ENTER.
3. Enter L to list all the files in the selected file areas. Enter C to go forward in the file list and P
to go back.
4. To mark one or more files for download, type M, press ENTER, type the list numbers of the
files, and press ENTER again.
5. Enter D. You will see a list of the files you have marked. Enter E if you would like to edit the
list; otherwise enter D again to start the download process.
6. Select a file transfer protocol by typing the indicated letter, such as Z for Zmodem (the
recommended protocol).
7. If you select Zmodem, the file will transfer automatically. If you select another protocol, you
may have to initiate the transfer yourself. (In most data communications programs, the PAGE
DOWN key initiates the download.)
8. When the download is complete, press ENTER to return to the File Menu.
9. To exit the BBS, type G and press ENTER.
About the Internet
Multi-Tech is a commercial user on the Internet, and we retrieve messages from our customers on a
periodic basis.  Multi-Tech’s presence includes a Web site at:
http://www.multitech.com
and an ftp site at:
ftp://ftp.multitech.com 
						

							66 MultiVOIP User Guide 
						

							Appendixes 
						

							68 MultiVOIP User Guide
Appendix A - TCP/IP (Transmission Control Protocol/Inter-
net Protocol) Description
TCP/IP is a protocol suite and related applications developed for the U.S. Department of Defense in
the 1970s and 1980s specifically to permit different types of computers to communicate and
exchange information with one another. TCP/IP is currently mandated as an official U.S. Department
of Defense protocol and is also widely used in the UNIX community.
Before you install TCP/IP on your network, you need to establish your Internet addressing strategy.
First, choose a domain name for your company. A domain name is the unique Internet name, usually
the name of your business, that identifies your company. For example, Multi-Tech’s domain name is
multitech.com ( .com indicates this is a commercial organization; .edu denotes educational
organizations, .gov denotes government organizations). Next, determine how many IP addresses
you’ll need. This depends on how many individual network segments you have, and how many
systems on each segment need to be connected to the Internet. You’ll need an IP address for each
network interface on each computer and hardware device.
IP addresses are 32 bits long and come in two types: network and host. Network addresses come in
five classes: A, B, C, D, and E. Each class of network address is allocated a certain number of host
addresses. For example, a class B network can have a maximum of 65,534 hosts, while a class C
network can have only 254. The class A and B addresses have been exhausted, and the class D and
E addresses are reserved for special use. Consequently, companies now seeking an Internet
connection are limited to class C addresses.
Early IP implementations ran on hosts commonly interconnected by Ethernet local area networks
(LAN). Every transmission on the LAN contains the local network, or medium access control (MAC),
address of the source and destination nodes. The MAC address is 48-bits in length and is non-
hierarchical; MAC addresses are never the same as IP addresses.
When a host needs to send a datagram to another host on the same network, the sending application
must know both the IP and MAC addresses of the intended receiver. Unfortunately, the IP process
may not know the MAC address of the receiver. The Address Resolution Protocol (ARP), described
in RFC 826 (located at ftp://ds.internic.net/rfc/rfc826.txt) provides a mechanism for a host to
UDP,determine a receiver’s MAC address from the IP address. In the process, the host sends an
ARP packet in a frame containing the MAC broadcast address; and then the ARP request advertises
the destination IP address and asks for the associated MAC address. The station on the LAN that
recognizes its own IP address will send an ARP response with its own MAC address. An ARP
message is carried directly in an IP datagram.
Other address resolution procedures have also been defined, including those which allow a diskless
processor to determine its IP address from its MAC address (Reverse ARP, or RARP), provides a
mapping between an IP address and a frame relay virtual circuit identifier (Inverse ARP, or InARP),
and provides a mapping between an IP address and ATM virtual path/channel identifiers (ATMARP).
The TCP/IP protocol suite comprises two protocols that correspond roughly to the OSI Transport and
Session Layers; these protocols are called the Transmission Control Protocol and the User Datagram
Protocol (UDP).  Individual applications are referred to by a port identifier in TCP/UDP messages.
The port identifier and IP address together form a “socket”. Well-known port numbers on the server
side of a connection include 20 (FTP data transfer), 21 (FTP control), 23 (Telnet), 25 (SMTP), 43
(whois), 70 (Gopher), 79 (finger), and 80 (HTTP).
TCP, described in RFC 793 ( ftp://ds.internic.net/rfc/rfc793.txt) provides a virtual circuit (connection-
oriented) communication service across the network. TCP includes rules for formatting messages,
establishing and terminating virtual circuits, sequencing, flow control, and error correction. Most of
the applications in the TCP/IP suite operate over the “reliable” transport service provided by TCP.
 described in RFC 768 (ftp://ds.internic.net/rfc/rfc768.txt) provides an end-to-end datagram
(connectionless) service. Some applications, such as those that involve a simple query and 
						

							69 Appendix A - TCP/IP Description
response, are better suited to the datagram service of UDP because there is no time lost to virtual
circuit establishment and termination. UDP’s primary function is to add a port number to the IP
address to provide a socket for the application.
The Application Layer protocols are examples of common TCP/IP applications and utilities, which
include:
 Telnet (Telecommunication Network): a virtual terminal protocol allowing a user logged on to
one TCP/IP host to access other hosts on the network, described in RFC 854 ( ftp://
ds.internic.net/rfc/rfc854.txt).
 FTP: the File Transfer Protocol allows a user to transfer files between local and remote host
computers per IETF RFC 959 ( ftp://ds.internic.net/rfc/rfc959.txt).
 Archie: a utility that allows a user to search all registered anonymous FTP sites for files on a
specified topic.
 Gopher: a tool that allows users to search through data repositories using a menu-driven,
hierarchical interface, with links to other sites, per RFC 1436 ( ftp://ds.internic.net/rfc/
rfc1436.txt).
 SMTP: the Simple Mail Transfer Protocol is the standard protocol for the exchange of
electronic mail over the Internet, per IETF RFC 821 ( ftp://ds.internic.net/rfc/rfc821.txt).
 HTTP: the Hypertext Transfer Protocol is the basis for exchange of information over the
World Wide Web (WWW). Various versions of HTTP are in use over the Internet, with HTTP
version 1.0 (per RFC 1945) ( ftp://ds.internic.net/rfc/rfc1945.txt) being the most current.
 HTML: WWW pages are written in the Hypertext Markup Language (HTML), an ASCII-based,
platform-independent formatting language, per IETF RFC 1866 ( ftp://ds.internic.net/rfc/
rfc1866.txt).
 Finger: used to determine the status of other hosts and/or users, per IETF RFC 1288 ( ftp://
ds.internic.net/rfc/rfc1288.txt).
 POP: the Post Office Protocol defines a simple interface between a user’s mail reader
software and an electronic mail server; the current version is POP3, described in IETF RFC
1460 ( ftp://ds.internic.net/rfc/rfc1460.txt).
 DNS: the Domain Name System defines the structure of Internet names and their association
with IP addresses, as well as the association of mail, name, and other servers with domains.
 SNMP: the Simple Network Management Protocol defines procedures and management
information databases for managing TCP/IP-based network devices. SNMP, defined by RFC
1157 ( ftp://ds.internic.net/rfc/rfc1157.txt) is widely deployed in local and wide area network.
SNMP Version 2 (SNMPv2), per RFC 1441< ftp://ds.internic.net/rfc/rfc1441.txt) adds security
mechanisms that are missing in SNMP, but is also more complex.
 Ping: a utility that allows a user at one system to determine the status of other hosts and the
latency in getting a message to that host. Ping uses ICMP Echo messages.
 Whois/NICNAME: Utilities that search databases for information about Internet domain and
domain contact information, per RFC 954 ( ftp://ds.internic.net/rfc/rfc954.txt).
 Traceroute: a tool that displays the route that packets will take when traveling to a remote
host. 
						

							70 MultiVOIP 200 User Guide
Internet Protocol (IP)
IP is the Internet standard protocol that tracks Internetwork node addresses, routes outgoing
messages and recognizes incoming messages, allowing a message to cross multiple networks on
the way to its final destination. The IPv6 Control Protocol (IPV6CP) is responsible for configuring,
enabling, and disabling the IPv6 protocol modules on both ends of the point-to-point link. IPV6CP
uses the same packet exchange mechanism as the Link Control Protocol (LCP). IPV6CP packets are
not exchanged until PPP has reached the Network-Layer Protocol phase. IPV6CP packets received
before this phase is reached are silently discarded. (See also TCP/IP.)
Before you install TCP/IP on your network, you need to establish your Internet addressing strategy.
You first choose a domain name for your company. A domain name is the unique Internet name,
usually the name of your business, that identifies your company. For example, Multi-Tech’s domain
name is multitech.com (where .com indicates this is a commercial organization; .edu denotes
educational organizations, .gov denotes government organizations). Next, you determine how many
IP addresses you’ll need. This depends on how many individual network segments you have, and
how many systems on each segment need to be connected to the Internet. You need an IP address
for each network interface on each computer and hardware device.
IP addresses are 32 bits long and come in two types: network and host. Network addresses come in
five classes: A, B, C, D, and E. Each class of network address is allocated a certain number of host
addresses. For example, a class B network can have a maximum of 65,534 hosts, while a class C
network can have only 254. The class A and B addresses have been exhausted, and the class D and
E addresses are reserved for special use. Consequently, companies now seeking an Internet
connection are limited to class C addresses.  The current demand for Internet connections will
exhaust the current stock of 32-bit IP addresses. In response, Internet architects have proposed the
next generation of IP addresses, Ipng (IP Next Generation). It will feature 16-byte addressing,
surpassing the capacities of 32-bit IP. Still in its design phase, IPng is not expected to be widely
deployed before late 1997.
An IP address can serve only a single physical network. Therefore, if your organization has multiple
physical networks, you must make them appear as one to external users. This is done via
“subnetting”, a complex procedure best left to ISPs and others experienced in IP addressing. Since
IP addresses and domain names have no inherent connection, they are mapped together in
databases stored on Domain Name Servers (DNS). If you decide to let an Internet Service Provider
(ISP) administer your DNS server, the ISP can assist you with the domain name and IP address
assignment necessary to configure your company’s site-specific system information. Domain names
and IP addresses are granted by the InterNIC. To check the availability of a specific name or to obtain
more information, call the InterNIC at (703)742-4777.