Multi-Tech Systems Mvp400, Mvp800 Voice/fax Over Ip Networks User Guide

							Chapter 6 - Warranty, Service and Tech Support 
						

							82 MultiVOIP 400/800 User Guide
Introduction
This chapter starts out with statements about your MultiVOIP 400/800 2-year warranty. The next
section, Tech Support, should be read carefully if you have questions or problems with your
MultiVOIP 400/800. It includes the technical support phone numbers, space for recording your
product information, and an explanation of how to send in your MultiVOIP 400/800 should you require
service. The final section explains how to receive support from the Internet.
Limited Warranty
Multi-Tech Systems, Inc., (hereafter “MTS”) warrants that its products will be free from defects in
material or workmanship for a period of two years from date of purchase, or if proof of purchase is
not provided, two years from date of shipment.
MTS MAKES NO OTHER WARRANTY, EXPRESS 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 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 PRICE FOR DEFECTIVE PRODUCTS.
Addendum for North American Products
In the event that service is required, products may be shipped, freight prepaid, to our Mounds View,
Minnesota, factory (Multi-Tech Systems, Inc., 2205 Woodale Drive, Mounds View, MN 55112,
Attn: Repairs, Serial #_____). A Returned Materials Authorization (RMA) is not required. Return
shipping charges (surface) will be paid by MTS. Please include, inside the shipping box, a description
of the problem, a return shipping address (must have street address, not P.O. Box), a telephone
number, and if the product is out of warranty, a check or purchase order for repair charges.
Extended two-year overnight replacement agreements are available for selected products. Please
refer to our Overnight Replacement Agreement for details on rates and coverages. Please direct your
questions regarding technical matters, product configuration, verification that the product is defective,
etc., to our Technical Support department at 1-800-972-2439.
Please direct your questions regarding repair expediting, receiving, shipping, billing, etc., to our
Repair Accounting department at (800) 328-9717 or (763) 785-3500.
Repairs for damages caused by lightning storms, water, power surges, incorrect installation, physical
abuse, or user-caused damages are billed on a time-plus-materials basis. 
						

							83 Chapter 6 - Warranty, Service and Tech Support
Addendum for International Products
Distributors should contact Amex, Inc., for information about the repairs for your Multi-Tech product.
Amex, Inc.
2724 Summer Street NE Minneapolis, MN 55413
U.S.A. Tel: +(763) 331-3251
Fax: +(763) 331-3180
Please direct your questions regarding technical matters, product configuration, verification that the
product is defective, etc., to our Technical Support department nearest you. When calling the U.S.,
please direct your questions regarding repair expediting, receiving, shipping, billing, etc., to our
Repair Accounting department at +(763) 785-3500 in the U.S.A., or a nearby Multi-Tech office which
is listed on the “Multi-Tech Corporate Offices” sheet in this International Distributor Resource Kit.
Repairs for damages caused by lightning storms, water, power surges, incorrect installation, physical
abuse, or uOut of Warranty Repair Costs
Refer to Multi-Tech Systems  web site at http://www.multitech.com for information about out of
warranty repair costs.ser-caused damages are billed on a time-plus-materials basis.
Service
If your tech support specialist decides that service is required, your MultiVOIP 400/800 may be sent
(freight prepaid) to our factory. Return shipping charges will be paid by Multi-Tech Systems.
Include the following with your MultiVOIP 400/800:
 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 400/800 is out of warranty
(Check with your technical support specialist for the standard repair charge for your
MultiVOIP 400/800)
 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 400/800 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 400/800 on the availability of local service
and/or loaner units in your part of the country. 
						

							84 MultiVOIP 400/800 User Guide
Ordering Accessories
SupplyNet, Inc. supplies replacement transformers, cables and connectors for select Multi-Tech
products. You can place an order with SupplyNet via mail, phone, fax or the Internet at:
Mail:SupplyNet, Inc.
614 Corporate Way
Valley Cottage, NY 10989
Phone:800 826-0279
Fax:914 267-2420
Email:[email protected]
Internet:http://www.thesupplynet.com
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 400/800 information (below), and have it available when you call.
If your MultiVOIP 400/800 requires service, the tech support specialist will guide you on how to send
in your MultiVOIP 400/800 (refer to the next section).
Recording MultiVOIP 400/800 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 400/800.
Please note status of your MultiVOIP 400/800 including LED indicators, screen messages, diagnostic
test results, problems with a specific application, etc. Use the space below to note the MultiVOIP 400/
800 status:
________________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________
______________________________________________________________________________________________________________
______________________________________________________________________________________________________
About the Internet
Multi-Tech’s presence includes a Web site at:
http://www.multitech.com
and an ftp site at:
ftp://ftp.multitech.com 
						

							Appendixes 
						

							86 MultiVOIP 400/800 User Guide
Appendix A - TCP/IP Description
TCP/IP (Transmission Control Protocol/Internet Protocol) 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
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 (TCP) 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.
UDP, 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
response, are better suited to the datagram service of UDP because there is no time lost to virtual 
						

							87 Appendix A - TCP/IP Description
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. 
						

							88 MultiVOIP 400/800 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 features 16-byte addressing,
surpassing the capacities of 32-bit IP.
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. 
						

							89 Appendix B - Cabling Diagrams
Appendix B - Cabling Diagrams
Command Port Cable
13     12     11     10      9     8       7       6      5       4        3      2     1
  25    24      23    22      21   20     19    18     17      16     15    14
PIN NO.
1
2
3
4
5
6
7
8
20
22
25
To
DTE
Device
(Terminal
Device
i.e. ASCII
Terminal)
TRANSMIT DATA (BA)
RECEIVE DATA (BB)
SIGNAL GROUND (AB)
PIN NO.
To COMMAND PORT
Connector
1
2
3
4
5
6
7
8
20
22
25
LAN Cable
!.-&06#
Pin Circuit Signal Name
1 TD+ Data Transmit Positive
2 TD- Data Transmit Negative
3 RD+ Data Receive Positive
6 RD- Data Receive Negative
Voice/Fax Channel Connectors
!.-&06#!.-&!.-&
Pin Connections
E&M Desc. Function FXO Description FXS Description
1 M Input
2 E Output 2 N/C 2 N/C
3 T1 4-Wire Output 3 Ring 3 Tip
4 R 4-Wire Input, 2-Wire 4 Tip 4 Ring
5 T 4-Wire Input, 2-Wire 5 N/C 5 N/C
6 R1 4-Wire Output
7 SG (Signal Ground) Output
8 SB (Signal Battery) Output 
						

							90 MultiVOIP 400/800 User Guide
Remote Configuration Cable
PIN NO.
1
2
3
4
5
6
7
8
20
22
251
2
3
4
5
6
7
8
20
22
25To
DCE
Device
(Communication
Device
i.e. Modem)
FRAME  GROUND
TRANSMIT DATA (TX)
RECEIVE DATA (RX)
REQUEST TO SEND (RTS)
CLEAR TO SEND (CTS)
SIGNAL GROUND
PIN NO.
To
COMMAND PORT
Connector
Male
Male