Mitel Communications Director for 3300 ICP

Transcription

1 MITEL Mitel Communications Director for 3300 ICP Basic Installation and Maintenance Training Course Student Manual Volume 2 Issue 4.1_2

2 NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Corporation (MITEL). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes Inter-Tel is a registered trademark of Inter-Tel (Delaware), Incorporated. Mitel is a registered trademark of Mitel Networks Corporation. All other trademarks mentioned in this document are the property of their respective owners, including Mitel Networks Corporation and Inter-Tel (Delaware), Incorporated. All rights reserved Mitel Networks Corporation Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse any copy righted component of this work in other works must be obtained from Mitel Networks Corporation.

3 Table of Contents Volume 1 1. How to Use This Student Manual 2. Additional Resources for This Course 3. Installing the Hardware 4. Establishing Communications with the Controller 5. Configuring the Hardware 6. Assigning Access Privileges 7. Healthy System Checklist 8. Upgrading or Reloading Software 9. Programming and Registering the Sets 10. Controlling Phone Features With Classes of Service 11. Programming the Lines and Features of the Sets 12. Telephone Directory 13. Attendant Consoles Volume Move/Add/Change Users 15. Troubleshooting the System and the Sets i

4 16. Hunt/Pickup/Ring Groups 17. Analog Trunks 18. SMDR, Printers, and System Ports 19. Automatic Route Selection (ARS) 20. Digital Trunks 21. Call Rerouting 22. Hot Desking 23. Voice Mail 24. Music On Hold and Paging Appendices A. Interconnect Restrictions B. Tenanting C. Intercept Handling D. Traffic Reporting E. Account Codes F. Speed Calls G. Scheduler H. Configuration Wizard ii MCD for 3300 ICP Basic I&M TOC_rev4.doc

5 Move/Add/Change Users 14 Objectives When you finish this module, you will: Understand how to import and manage user data. Use the User and Device Configuration form to add, copy, change, or delete user and device data. Use the User and Device Attributes form to control any telephone s attributes. Learn how to use the Move maintenance command to change directory information.

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7 Move/Add/Change Users Importing and Managing User Data The User and Device Configuration form displays a list of the users and devices, including Hot Desk users and Hot Desk ACD Agents that are currently programmed in the system. The User and Device Configuration form does not display entries for consoles, Hunt Groups, remote directory numbers, and telephone directory-only entries. Use this form to: Search for a user based on specific criteria. For example, search for entries with a specific Directory Number or name. Quickly add, copy, change, or delete user and device data using a single form. Import user configuration information into the database. Using the import functionality, you can quickly import large amounts of user configuration data. The User and Device Configuration form is data from a number of other system forms, but it does not replace those forms. For example, to create user authorization profiles, you can choose to use either the User Authorization Profiles form or the User and Device Configuration form. The advantage of using the User and Device Configuration form to manage user data is that you can modify a wide range of user data, such as Telephone Directory, Department, or Personal Speed Call assignments, without having to navigate through a large number of forms. It is possible to add an unlicensed device by designating its Service Type as IP Device Only on the User and Device Configuration form. Unlicensed devices can be used for basic functions, such as emergency and attendant calls, and for hot desking login. You can obtain the directory numbers of unlicensed devices and pending Hot Desk ACD agents by running the Locate IP License command. 14-3

8 Selecting the Add or Change buttons will cause the form to display the following tabs: Profile personal information, telephone directory, and service profile Device Details PKM selection, MAC address, and PLID information Service Details COS, Class of Restriction (COR), personal speed call allocations, and SIP device programming Voice Mail enable and program voice mailbox information, message notification type, message management, and forwarding to Access and Authorization user PN, wireless PIN, and authorize Desktop Tool access Phone Applications set application programming Keys device key programming 14-4 Move_Add_Change Users_rev6.doc

9 Move/Add/Change Users 14-5

10 Keys tab appears after Profile programming and selecting Apply Move_Add_Change Users_rev6.doc

11 Move/Add/Change Users Importing User and Device Configuration There is a tool that allows you to import a large number of new users and devices by importing configuration data from a Comma Separated Value (CSV) formatted file. The 3300 Import Spreadsheet tool can only be used to add new users to the database. The.csv format for importing files is different than the.csv format used to export files. When importing, use the.csv format described in the 3300 Import Spreadsheet form. You need Microsoft Excel 97 or higher installed on your programming PC to download and read the 3300 Import Spreadsheet form and import data into the system database. You need a Zip archive application like WinZip installed on your programming PC in order to open the 3300 Import Spreadsheet form after downloading it. Note If you have a multi-system site, you must complete a separate Import Spreadsheet for each system. Do not create one spreadsheet containing all new configuration data for the entire multi-system site. Download the 3300 Import Spreadsheet from the 3300 ICP by selecting the User and Device Configuration form and then selecting the Import button. Importing was discussed in the COS module, and was used to import the recommended feature codes that are used in this class. 14-7

12 Lab 1 - Change a Phone s Location In this lab, you will be using the: Users and Devices > User and Device Configuration form. Users and Devices > Telephone Directory Management > Telephone Directory form. Note This lab changes only the location of the extension as listed in the telephone directory. The name and COS remain the same. Step Task Expected Result 1 Navigate to the Users and Devices > User and Device Configuration form. 2 Select any lab extension and make note of its current extension number, COS, and COR. The User and Device Configuration form is displayed. The extension is selected. 3 Select Change. The User Profile tab is displayed Move_Add_Change Users_rev6.doc

13 Move/Add/Change Users Step Task Expected Result 4 In the Profile tab, change the Location field to something else. A new Location is entered. 5 Select Save. The data is saved, but no change is indicated in the User and Device Configuration form

14 Step Task Expected Result 6 Navigate to the Users and Devices > Telephone Directory Management > Telephone Directory form. The Telephone Directory form is displayed. 7 Verify that the change was made, The new Location is displayed for the extension Move_Add_Change Users_rev6.doc

15 Move/Add/Change Users Lab 2 - Add a New User to the Database In this lab, you will be using the: Users and Devices > User and Device Configuration form. Users and Devices > Telephone Directory Management > Telephone Directory form. System Properties > System Administration > User Authorization Profiles form. Users and Devices > Advanced Configuration > Station Attributes form. Users and Devices > Advanced Configuration > IP Telephones > Multiline IP Sets form. Step Task Expected Result 1 Navigate to the Users and Devices > User and Device Configuration form. 2 Select User and Device from the Add drop-down menu. You will be programming only, no hardware is required. 3 In the Profile tab, make up and enter: Last Name First Name Department Location Extension Number Device Type In the Device Details tab, make up and enter: PKM selection MAC Address PLID (if applicable) In the Service Details tab, make up and enter: COS COR Number of personal Speed Calls allowed. In the Access and Authentication tab: Enter and confirm a user PIN. If Desktop Admin is checked, enter a Password If Desktop Admin is checked, Confirm the Password The User and Devices Configuration form is displayed. The Profile tab is displayed. The data is entered. Some options are unavailable because they are read-only or other programming is required. 4 Select Save. The data is saved and displayed in the User and Device Configuration form

16 Step Task Expected Result 5 Navigate to the following forms and verify the new user has been added. Telephone Directory form. User Authorization Profiles form. Station Attributes form. Multiline IP Sets form, if it was a multiline set that was added. If not, go to the appropriate form. The appropriate forms are displayed Move_Add_Change Users_rev6.doc

17 Move/Add/Change Users Lab 3 Importing Multiple Users Into the Database In this lab, you will be using the Users and Devices > User and Device Configuration form. Step Task Expected Result 1 Locate and open the Import Spreadsheet that was used in the COS module. The Import Spreadsheet is located and opened. 2 Select the User and Device Configuration tab. The User and Device Configuration spreadsheet is displayed. 3 Enter some users and their user-related options. New users and their options are entered into the User and Device Configuration spreadsheet. 4 Select the Check Data Format button and change any formatting errors. 5 When the formatting is correct, select the Save for Import button. The formatting is checked and either the errors are outlined in red or, if nothing happens, the formatting is correct. Although it seems like nothing happened, look for a file similar to User and Device Configuration csv in the same folder as the Import Spreadsheet. Part 1 of User and Device Configuration Import Spreadsheet Part 2 of User and Device Configuration Import Spreadsheet

18 Step Task Expected Result 6 Navigate to the Users and Devices > User and Device Configuration form. The User and Device Configuration form is displayed. 7 Select Import. The Import User and Device Configuration window opens. 8 In the Import User and Device Configuration window, browse to and select the.csv file that was just created. The.csv file is displayed in the Import User and Device Configuration window. 9 Select Next. The data is uploaded to the system and a confirmation window opens Move_Add_Change Users_rev6.doc

19 Move/Add/Change Users Step Task Expected Result 10 In the confirmation window, review the data to be imported and select Import. The data is imported into the User and Device Configuration form. 10 Step Task Expected Result 11 Select Finish. The data is displayed in the User and Device Configuration form

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21 Move/Add/Change Users Changing a Phone s Attributes Like the User and Device Configuration form, the User and Device Attributes form collects a single phone s attributes from many different database forms and presents them in a single form. The User and Device Attributes form provides the system manager with a facility to make changes to an operational database for multiline and industry-standard telephones. Use this form to change a telephone's attributes. Fields shown as fixed text are read-only, but fields in text boxes are programmable

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23 Move/Add/Change Users The Move Maintenance Commands Another way to quickly change Telephone Directory information for a specific device is to use the Move maintenance commands. Note The commands only apply to ONS and DNIC sets connected to a peripheral cabinet, and to ONS sets on an ASU or Universal ASU. They do not apply to IP devices. Move Add This command attaches a new user name to an existing extension number and adds the result to the telephone directory. The name must be enclosed in double quotation marks. One comma separating first and last names is permitted. For example, MOV ADD Donne, John TO 4001 Move Delete and Move Renumber These commands act on the information in the telephone directory similar to the Move Add command. For example, MOV DEL Donne,John FROM 4001 MOV REN 3000 TO 3001 Move User With the Move User command, attributes of one telephone are moved to another. The attributes of the first telephone do not change, with the exception of the name, department, and location, which are deleted. The following are transferred from the first to the second telephone: Name, department, and location COS information Class of Restriction (COR) information. COR is discussed later. Personal speed call information Interconnect type Default account code

24 Move Swap The following attributes are swapped with the Move Swap command: Name, department, and location Directory number Interconnect number Default account code COS information COR information Personal Speed Call information Hunt group pilot number Button Speed Calls Call Forward settings Do Not Disturb Auto Answer. Note The MOVE SWAP command does not move Message Waiting indications. Before using the command, you should delete any messages from the set. Always use the LOC FEAT EXT to determine which features are active on the set before using the Move command. You cannot use the MOVE SWAP command on: ONS devices programmed as Night Bells SUPERCONSOLE 1000 SUPERSET telephones programmed as ACD agents ONS/OPS devices assigned as Recorded Announcement Devices (RADS) Telephones programmed as Hotel Extensions. You cannot use the MOVE SWAP command unless the device types are the same on both ports. For example, a multiline set telephone can only be swapped with another multiline set Move_Add_Change Users_rev6.doc

25 Move/Add/Change Users Questions 1. Which of these can be changed in the User and Device Attributes form? a. Directory number b. Directory name c. Key Assignment d. Device Type e. Hunt group membership f. Department name g. Page group membership h. None of the above 2. You can change an attendant console attributes in the User and Device Configuration form. a. True b. False 3. Which command could you use to delete one of 5 non-prime names from an extension? 14-21

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27 Troubleshooting the System and the Sets 15 Objectives When you finish this module, you will: Identify alarms. Use location IDs. Use maintenance commands to troubleshoot problems. Display maintenance logs. Change alarm thresholds. Use login/logout logs. Understand how to use the debug diagnostic button. Troubleshoot peripheral devices. Use system commands and IP commands. Isolate system or LAN faults affecting analog or IP set devices.

28 Reference Technician s Handbook > Maintenance Troubleshooting Guide on Student CD or MOL Troubleshooting the System and the Sets_rev6.doc

29 Troubleshooting the System and the Sets System Alarms The system monitors its own performance by comparing the actual status of a device to the preprogrammed alarm threshold levels. When a threshold level is exceeded, the system raises an alarm which you can see on the: Attendant Consoles Controller Unit. You can also query the system for alarm status. Your ability to recognize an alarm condition, determine its severity, and correct its cause are all skills necessary to ensure the system is operating properly. Note It is important to always check the Alarm Details form and to view alarms by using the Maintenance Commands. Not all alarms will appear in both locations. Minor, Major, and Critical alarm indicators are displayed in these areas. Use the Alarm Details and maintenance commands to query system alarms. 15-3

30 Alarm Status Levels There are four classes of alarms: CRITICAL, MAJOR, MINOR and NONE. Some of the alarm threshold levels are programmable. The following describes the various alarm classes. Critical LED Red when there is a total loss of service, which demands immediate attention. A critical alarm invokes system-fail transfer. This LED is on when there is a critical alarm, during power up, during a reset, or during initialization. Major LED Orange when there is a fault which affects service to many users. This may result in a major degradation in service and needs attention to minimize customer complaints. This LED is on when there is a major alarm, during power up, or during a reset. Minor LED Yellow when there is any fault which does not fall in either of the above two classes. Whenever the system is not 100% operational, a minor alarm is raised. This may require the attention of a crafts person but is not urgent. Examples of a minor alarm include the loss of a single line or trunk circuit or the loss of one circuit switch link. This LED is on when there is a minor alarm, during power up, or during a reset. Off There is no active alarm. Notification If the system detects an alarm, it can send an message containing details about the alarm to as many as ten different addresses. The alarms can be filtered by level so that s are sent for any or all alarms, such as for Major and Critical alarms or on Critical alarms only. The subject line contains the system name if it exists, the system IP address and the system alarm status. For example: System Name: ipbx182 System IP: System Alarm Status: Critical The alarm details are in the body of the and consist of: Category name Total alarms in the system Unavailable percentage Alarm level Threshold information Note The system always displays the sending time zone of GMT-5, so some servers may display an incorrect arrival time Troubleshooting the System and the Sets_rev6.doc

31 Troubleshooting the System and the Sets To configure alarm notification by Enable Remote Management in the License and Options Selection form. Enter the server IP address and the sender's address in the System Options form. Enter the system name you want to appear in the subject line of the notification in the Network Elements form. In the Alarm Notification form, set the Alarm Feature Enabled to yes, enter addresses of the recipients, and specify the system alarm levels that will trigger the system to send an . s are triggered by alarm level changes at the system level, not at the category level. For example, suppose the System Alarm Status in the Alarm Notification form is set to major, but the alarm status is at critical. If a category alarm at the major level occurs, no will be sent, since the overall system alarm level is at critical. To ensure an is sent for all alarm events, enable all the System Alarm Status levels <Clear, Minor, Major and Critical>. If the sender's address is omitted, the messages will display systemname@domain as the sender in the header, where systemname is the name from the Network Elements form and domain is the host name from the System IP Properties form. If the address and system name are both omitted, the sender displays as ipaddress@domain, where ipaddress is the IP Address from the System IP Properties form. If the domain name is blank, no is sent and an error log is posted. 15-5

32 Maintenance Commands In most cases the system identifies the cause of the alarm and keeps a record of it. Here are some simple maintenance commands that you can use to troubleshoot problems if your system raises an alarm. Use them systematically in the order that they are listed. However, these commands do not display the status of all system devices, such as an E2T failure. BUSY (BU) <PLID> SHOW STATUS ALARMS (SHO ST AL) SHOW FAULTS (SHO FA) <alarm category> STATE (ST) <PLID> RTS <PLID> Busies the designated PLID. Shows alarm categories with raised alarms. Lists the faults and PLIDs causing the alarms in the specific alarm categories. Gives the state of the circuits at the specified PLID. Return To Service command returns the designated PLID to normal service. The Maintenance Command dialog provides Auto-fill, History and Favorites functions. Auto-Complete Function Use the Enable AutoComplete checkbox, and as you type, the system presents possible variations of the command and valid qualifiers in a drop-down list. History Function Favorites Function Use the History button to display a list of most recently entered commands. Use the Favorites button to create a list of frequently used commands Troubleshooting the System and the Sets_rev6.doc

33 Troubleshooting the System and the Sets Lab 1- Using Standard Troubleshooting Procedures In this lab, you will be using the: Maintenance and Diagnostics > Maintenance Commands form. Users and Devices > Advanced Configuration > Analog Telephones > Analog Sets form. Step Task Expected Result/Observations 1 Navigate to the Users and Devices > Advanced Configuration > Analog Telephones > Analog Sets form. 2 What is your Analog phone s PLID? 3 Navigate to the Maintenance and Diagnostics > Maintenance Commands form. 4 Type BUSY X X X X, where X X X X is the Analog phone s PLID. There must be spaces between the Xs. 5 Select Submit. 6 Does your analog phone have dial tone? The Analog Sets form is displayed. The Command/Response form is displayed. The command is entered. The Response field is shown in the figure below. A minor alarm is indicated in the ESM window and in the LED on the front of the system

34 Step Task Expected Result/Observations 7 Type SHOW STATUS ALARMS in the command field. The command is entered. 8 Select Submit. The Response field is shown in the figure below. 9 Which Category is causing the alarm? 7 8 Step Task Expected Result/Observations 10 Type SHOW FAULTS <Category> in the command field. The command is entered. 11 Select Submit. The Response field is shown in the figure below. 12 What is the location of the faulty card? Troubleshooting the System and the Sets_rev6.doc

35 Troubleshooting the System and the Sets Step Task Expected Result/Observations 13 Type STATE <PLID> in the command field. The command is entered. 14 Select Submit. The Response field is shown in the figure below. 15 What is the state of the ONS circuit? Step Task Expected Result 16 Type RTS <PLID> in the command field. The command is entered. 17 Select Submit. A confirmation window opens. 18 In the confirmation window, select OK. The Response field is shown in the figure below. All alarm indicators are cleared

36 Step Task Expected Result/Observations 19 If your lab system is using a CIM port, disconnect the cable. 20 Type SHOW STATUS ALARMS in the command field. The cable is disconnected. The command is entered. 21 Select Submit. The Response field displays the results. 22 What alarm level and category do you get? 23 Type SHOW FAULTS <Category> in the command field. The command is entered. 24 Select Submit. The Response field displays the results. 25 What is the location of the faulty unit? 26 Type STATE <PLID> in the command field. The command is entered. 27 Select Submit. The Response field displays the results. 28 What is the state of the device? 29 Reconnect the cable. The cable is connected and communication is reestablished. 30 How long does it take for the alarm to clear? Troubleshooting the System and the Sets_rev6.doc

37 Troubleshooting the System and the Sets Lab 2 Changing Alarm Thresholds In this lab, you will be using the Maintenance and Diagnostics > Maintenance Commands form. Caution Changing thresholds should only be performed when advised by Mitel Technical Support. Masking alarms should not be performed unless instructed to do so. Step Task Expected Result 1 To view the default alarm threshold settings for the Lines category, type SHOW STATUS LINES and select Submit. The alarm thresholds are displayed. 1 Step Task Expected Result 2 To change the threshold settings for the Lines category, type SET THRESHOLDS LINES <MINOR> <MAJOR> <CRITICAL> The Response field is shown in the figure below

38 Step Task Expected Result 3 Type SHOW STATUS LINES and select Submit. The new alarm thresholds are displayed. 3 Note To mask an alarm, change all threshold percentages to Nil Troubleshooting the System and the Sets_rev6.doc

39 Troubleshooting the System and the Sets Maintenance Logs Maintenance Logs are used to record all maintenance-related information, including anything that affects the functioning or capacity of the system. Examples of typical Maintenance Log entries are those reporting the busying of circuits or those listing circuits that failed diagnostic tests. Software Logs are used to record unusual activities within the system. Each log has a date and time stamp to indicate the time at which the recorded event occurred. Use the LOGSYS READ maintenance command to filter and display maintenance logs entries, or the LOGS browser page

40 Details of occurrence. Search logs by date of occurrence Troubleshooting the System and the Sets_rev6.doc

41 Troubleshooting the System and the Sets Lab 3 Using Maintenance Logs In this lab, you will be using the: Maintenance and Diagnostics > Logs > Maintenance > All Maintenance Logs form. Maintenance and Diagnostics > Maintenance Commands form. Step Task Expected Result/Observation 1 Navigate to the Maintenance and Diagnostics > Logs > Maintenance > All Maintenance Logs form. 2 What is the date and time in the three most recent log entries? 3 Use the log s search function to find the logs for yesterday s activities. 4 Navigate to the Maintenance and Diagnostics > Maintenance Commands form. 5 Type LOGSYS READ MAINT ALL MATCH DBMS in the command field and select Submit. The All Maintenance Logs form is displayed. The Command/Response form is displayed. The DBMS Check log is displayed 15-15

42 Additional Types of Logs In addition to the maintenance logs, the 3300 ICP provides: Station Message Detail Recording (SMDR) logs that contain information about call times, duration, digits dialed, etc. Software logs that contain information about software events, mostly used by Mitel support personnel. Hotel logs that identify events relevant to the hotel environment. ACD logs that identify events related to ACD. These are not maintenance logs, and output is not viewable via the maintenance screen. Login/Logout audit logs that identify who has accessed the system. Caller Emergency Service Identification (CESID) logs that enable you to monitor and troubleshoot IP device moves and automatic CESID updates. Login/Logout Audit Logs Login/logout audit logs identify who has accessed the system. If there is an unexplained programming change or an unexpected system activity, such as an unscheduled database backup, another administrator could be responsible. Check the login/logout logs to identify the: Current number of administrators that are accessing system tools. Date and time of each login and logout. Duration of each session. User name of the account that performed the login or logout. IP address of the computer from which the session was initiated. Applications that were used to access the system. Successful logins and failed login attempts Reason for login failures. To view the login/logout logs, navigate to Maintenance and Diagnostics > Logs > Login/Logout Audit Logs. Use the Session ID number and the Login Type field to identify the login/logout events for a particular user. Use the Audit Log ID to uniquely identify each log. Separate logs are generated for each login/logout event. The logs are ordered from newest to oldest. The audit log is not saved during a database backup. The logs, starting with the oldest, are overwritten when the maximum file size of 2000 records is reached. Login/logout logs are also displayed in the All Logs view as Maintenance Log Type and Login/Logout Security Audit Source. Successful logins and logouts are recorded as Info maintenance logs. Failed login attempts due to incorrect passwords are recorded as Warning maintenance logs Troubleshooting the System and the Sets_rev6.doc

43 Troubleshooting the System and the Sets Details of occurrence 15-17

44 Lab 4 Using Login/Logout Audit Logs In this lab, you will be using the Maintenance and Diagnostics > Logs > Login/Logout Audit Logs form. Step Task Expected Result/Observation 1 Log out of ESM and then log back in. A logout/login record is created in the Login/Logout Audit Log. 2 Navigate to the Maintenance and Diagnostics > Logs > Login/Logout Audit Logs form. 3 View the logout and login records. The Login/Logout Audit Logs form is displayed Troubleshooting the System and the Sets_rev6.doc

45 Troubleshooting the System and the Sets System Diagnostics If the system fails, diagnostic information about the failure is written to a series of files. After you reboot the system, you can export this information to a compressed.tar file. The information includes xrtc, pstswlog.db, hdrwswlog.db logs, call control statistics, and other information that can be used to diagnose system problems. The form allows you to send the information to Mitel for analysis to determine problems and investigate system performance. Caution Use this only under the direction of Mitel Product Support. Collect the information after a system lockout or unscheduled system reset. Diagnostics information is kept through system reboots. Use the following form to collect and send system diagnostics information. The files are collected as a.tar file then compressed in gzip format. The filename is SD_<system name or ID>_<ISO date and time>.tar.gz. The system diagnostics file can be downloaded to your computer or sent via FTP or . You can program automatic of the diagnostics files if needed, up to 10 times

46 While the System Administration Tool is compiling and sending the information, no other users can access any of the web-based tools. To avoid blocking other users, it is recommended that you gather system diagnostic information outside of business hours. These tools include the: Desktop Tool Group Administration Tool System Administration Tool PC Companion Tool The IP Appliance keys, such as Online Services, Personal Directory, Call Logs, and Visual Voice Mail, will also be unavailable. Depending on the amount and type of data being exported, there could be a delay of a few minutes while data is being retrieved from the system database and sent. Before ing the file, make sure your server and source address are programmed in the System Options form. The file is sent as an attachment to an empty . The subject line reads System Diagnostics info from <system name>. You can program the system to the diagnostics information file once or automatically at a regular interval, from one to seven days, up to a maximum of ten times. The file will be sent every day at midnight for the specified number of times Troubleshooting the System and the Sets_rev6.doc

47 Troubleshooting the System and the Sets Debug Diagnostic Button If a system locks up in the field, the logging system is probably not going to work. Being able to run diagnostic tests is very beneficial in determining what has happened. You can use the Remote On/Off button to force a diagnostic test that is followed with a controlled system restart. When the button is pressed, it will continue to toggle the Remote Alarms relay to an On or Off condition. If you press and hold the Remote On/Off button for 3 seconds, a special set of diagnostics will run and be followed by a restart. All of the alarm lights on the switch will light to indicate that the procedure has been invoked. This feature is available on the: MXe controller AX controller Once the system is restarted, you can use System Diagnostics to send system diagnostic information for analysis to determine problems and investigate system performance

48 Troubleshooting Peripheral Devices The system supports analog ONS devices, proprietary DNI sets, IP proprietary phones, consoles, and other devices. You can use the following tools to isolate and correct a fault: Troubleshooting Guide Telephony tools, such as a test set, toners, etc. System maintenance tools: Alarm indicators ASU & NSU front panel LEDs Maintenance logs Maintenance commands IP set diagnostics PC connected to the network To issue network commands, such as Ping, Arp, etc. To run traffic diagnostics tools, such as Wireshark The IP device/set itself, to ping other network devices. Fault Locations All set problems fall into one of three categories: External Faults isolated to system or network wiring, or to faulty peripheral equipment For IP devices, Network Faults isolated to LAN/WAN issues such as network traffic, network routing, and DHCP handling Internal Faults isolated to the system hardware components and ESM programming Troubleshooting the System and the Sets_rev6.doc

49 Troubleshooting the System and the Sets Peripheral Devices Peripheral devices include: IP Phones, IP Consoles, and IP Conference Units. Analog ONS phones and other devices, such as Faxes and Modems. Proprietary DNI sets. Identifying System and Network Device Faults Using the maintenance commands, you can isolate most system and peripheral faults, whether they are for analog or IP set devices. On a PC, using network DOS commands, such as ping or arp, and network diagnostics tools, you can isolate system or LAN faults affecting IP set devices. An additional tool is the Remote Ping capacity of the IP Telephones maintenance page. Use this tool to direct an IP set to ping an alternate IP device. Using troubleshooting tools available on the IP sets, you can isolate LAN faults affecting the IP devices

50 Using Ping in ESM To use the PING test within ESM, navigate to the Maintenance and Diagnostics > IP Telephone Inventory > All IP Telephones form. When a target device is identified and the PING activity is issued, the reply is shown in the following figure. Pinging extension 1003 from Troubleshooting the System and the Sets_rev6.doc

51 Troubleshooting the System and the Sets When troubleshooting peripherals, consider these simple questions: What type of alarms and indicators does your system display? What do they mean? What other observations could lead you to the possible fault? Are other similar devices faulted in the same way? Does rebooting the set have any affect? Does the set operate when connected elsewhere in the network? 15-25

52 Lab 5 IP Set Troubleshooting Step Task Expected Result/Observation 1 Power down and then power up an IP phone that has an LCD display. 2 Watch the LCD display of the IP set to identify the sequence of events that occur when the IP set boots. 3 To access your phone s debug menu, perform the following: Press and hold Volume Up Press and hold Volume Down Release Volume Up With Volume Down still pressed, dial 234 (CFG) on the keypad of newer phones or (DEBUG) on older phones. Release Volume Down 4 Enter into the Network Parameters option and record: MAC Address Set IP Address Default Gateway Subnet Mask Current Controller IP TFTP Server VLAN ID VLAN Priority DNS Server DHCP Server (another menu) The phone enters Debug mode, and displays Network Parameters? * = Yes # = No The settings are: MAC Address= Set IP Address= Default Gateway= Subnet Mask= Current Controller IP= TFTP Server= VLAN ID= VLAN Priority= DNS Server= DHCP Server= Troubleshooting the System and the Sets_rev6.doc

53 Troubleshooting the System and the Sets Step Task Expected Result/Observation 5 Put a set into debug mode by going to Tools and Features > Ping Test 6 Using the keypad, enter the 12 target IP numbers. PING IP ADDRESS: XXX.XXX.XXX.XXX is displayed on the phone. The IP numbers are entered. 7 Press the Volume Up or Volume Down key. The set pings the IP address five times and displays successful and unsuccessful ping counts. Note If the set displays SET LOCKED OUT or if you are experiencing difficulty registering the set with the 3300 ICP, access the Debug Option > Tools and Features and select ERASE PIN?. You will be prompted to confirm and save changes then to reboot the IP set. Possible reasons for set lock out: The set remembers a PIN from a previous use The registration code and DN have been entered, but the DN is assigned to a different set type

54 Lab 6 Recognizing IP Peripheral Faults In this lab, you will be using the LAN/WAN Configuration > DHCP > DHCP Options form. Maintenance and Diagnostics > Maintenance Commands form. Step Task Expected Result/Observation 1 In the DHCP Options form, select DHCP Option 125: sw_tftp and change the value to any other IP address. 2 Use the LOAD IPDEVICE to reboot all of your IP phones. 3 What happens? DHCP Option 125 s TFTP server s IP address is changed. The phones begin rebooting. 4 Return Option 125 s TFTP IP address to the correct one. 5 Reboot the IP phones using the LOAD IPDEVICE command. What happens? DHCP Option 125 s TFTP server s IP address is restored Troubleshooting the System and the Sets_rev6.doc

55 Troubleshooting the System and the Sets Lab 7 Troubleshooting Analog Peripheral Faults (Optional) If your classroom does not have the appropriate equipment, skip this lab. Step Task Expected Result/Observation 1 Remove the Amphenol cable from the ASU. The Amphenol cable is disconnected. 2 Use maintenance commands to determine the alarm category and PLID in alarm state. 3 Reconnect the Amphenol cable. The Amphenol cable is connected. 4 Disconnect the CIM cable linking the ASU to the controller. 5 Use maintenance commands to determine the alarm category and PLID in alarm state. The CIM cable is disconnected. 6 Reconnect the CIM cable. The CIM cable is connected

56 Questions 1. What are alarm thresholds? 2. Are they programmable? 3. What is the default threshold level that trips a Major Alarm for Trunks? Troubleshooting the System and the Sets_rev6.doc

57 Hunt/Pickup/Ring Groups 16 Objectives When you finish this module, you will: Recognize the different types of groups. Understand how to program Group Presence and how it is used. Program and use Pickup Groups. Program and use Circular Hunt Groups. Program and use Terminal Hunt Groups. Program and use All Ring Ring Groups. Program and use Cascading Ring Groups. Program and use Personal Ring Groups. Be able to use Group Park.

58 Note Automatic Call Distribution (ACD) is another type of group and is referenced in this module. ACD may be covered in another course Hunt_Pickup_Ring Groups_rev7.doc

59 Hunt/Pickup/Ring Groups Calling a Group of Phones To provide better customer service, several phones can be programmed into a single group. A call directed to a group is more likely to be answered than a call directed to one phone. The system supports three types of groups used to alert called parties: Call Pickup Groups Hunt Groups Terminal Circular Ring Groups Ring All Cascade Personal 16-3

60 Group Presence Group Presence allows members of call groups to make themselves absent or present in a group. Only members who are present in a group are offered calls to that group. With Personal Ring Groups (PRGs), Group Presence lets users choose which of their personal answer points they want to receive their calls at by making it Present and the others Absent. Users can also be permitted to change the presence status of other users, allowing ACD supervisors, for example, to control which agents are available to take calls to a particular ACD group. Users belonging to multiple groups can control their presence in each group separately through the use of feature keys, with one for each group, or by dialing a FAC followed by the group pilot number. ACD agents can join or leave all the ACD groups they belong to by dialing a single FAC Hunt_Pickup_Ring Groups_rev7.doc

61 Hunt/Pickup/Ring Groups Class of Service Programming In the COS Options form: Enable Group Presence Control to permit users to change their status. Enable Group Presence Third Party Control to permit a user to control the status of other users. Feature Access Codes The following FACs are used to change the member s status: Group Presence Join Group Group Presence Leave Group Group Presence Join Group Third Party Group Presence Leave Group Third Party Group Presence Join All ACD Groups Group Presence Leave All ACD Groups Multiline Set Keys Form Group Presence and Personal Presence keys can also be programmed. The DN assigned is: For Group Presence, the group number, or pilot number, of the group that the set is in. For Personal Presence, the same PRG as the set is in. The ring type must be blank for both types of keys. 16-5

62 Pickup Groups Members of a pickup group can answer each other s calls. Callers are routed to the extension number they dialed, but any member of the pickup group is authorized to answer. If the Auto Pickup feature is enabled, the system automatically directs the call to the first member of the pickup group to go off hook. If Auto Pickup is disabled, another member of the pickup group may answer the call by pressing a Call Pickup key or by entering the Dialed Call Pickup Feature Access Code. If the Call Pickup - Directed feature is enabled, any user, regardless of pickup group membership, can answer calls by dialing the Call Pickup - Directed Feature Access Code followed by a ringing phone s DN Hunt_Pickup_Ring Groups_rev7.doc

63 Hunt/Pickup/Ring Groups Hunt Groups A Hunt Group is a collection of devices that share a common directory number, also called a pilot number. Callers are routed to the pilot number or they can dial the pilot number directly. Calls are routed to the first available extension in the hunt group. Extensions programmed in a hunt group may be accessed directly by dialing the extension number. There are two types of hunt groups: Terminal Circular Terminal Hunt Groups Terminal hunting is a top down selection method. Hunting always starts at the first extension programmed in the hunt group. The call is connected to the first idle extension found. The search progresses through all stations in the hunt group in a programmed sequence. 16-7

64 Circular Hunt Groups Circular hunting is a uniformly distributed selection method. The search for an idle station begins at the station programmed after the last one to receive a call. The search progresses through all stations in the hunt group in a programmed sequence Hunt_Pickup_Ring Groups_rev7.doc

65 Hunt/Pickup/Ring Groups Pickup Group Programming To program a pickup group, navigate to the Users and Devices > Group Programming > Pickup Groups form and: Select a Pickup Group Add existing users to the Pickup Group Auto Pickup automatically directs calls to the first member of a pickup group to go off-hook. Pickup Group Class of Service In the Class of Service Options form, set the Call Pickup Dialed Accept field to Yes for all phones in the pickup group. This field allows other members of the pickup group to answer calls that are ringing on the set. To allow any user, regardless of pickup group membership, to answer a call, set the Call Pickup Directed Accept field to Yes. 16-9

66 Pickup Group Feature Access Codes Assign an access code for: Call Pickup Dialed Call Pickup Directed. This is optional Hunt_Pickup_Ring Groups_rev7.doc

67 Hunt/Pickup/Ring Groups Lab 1 Creating a Pickup Group Use this planning form to plan your programming. Pickup Group Number: Comments: Auto Pickup Enabled: Call Pickup Dialed FAC: Call Pickup Directed FAC: Member Index Directory Number Member Name In this lab, you will be using the: Users and Devices > Group Programming > Pickup Groups form. Users and Devices > Advanced Configuration > User and Device Attributes form. Reference Online Help > Contents > Forms Reference > Forms N to R > Pickup Groups Note Program the COS options and Feature Access Codes

68 Step Task Expected Result 1 Navigate to the System Users and Devices > Group Programming > Pickup Groups form. The Pickup Groups form is displayed. 2 Select Add. The Pickup Groups add window opens Hunt_Pickup_Ring Groups_rev7.doc

69 Hunt/Pickup/Ring Groups Step Task Expected Result 3 In the Pickup Groups add window, enter the Pickup Group number in the Pickup Group value field. Leave the remaining values at default. The Pickup Group number is entered. 4 Select Save. The data is saved and displayed in the Pickup Groups form. 5 In the Pickups Groups form, select the new Pickup Group. The new pickup group is selected. 6 Select Add Member. The Pickup Groups add member window opens

70 Step Task Expected Result 7 In the Pickup Groups add member window, enter the first member s extension number in the Number field. The first member s extension number is entered in the Number field. 8 Select Save. The data is saved and displayed in the Pickup Groups Members section of the Pickup Groups form. 9 Repeat steps five through eight for two more pickup group members. The data is saved and displayed in the Pickup Groups Members section of the Pickup Groups form Step Task Expected Result/Observation 10 Ensure that the Feature Access Code for Call Pickup Dialed has been programmed and note what that code is. 11 Ensure that the COS for the phones in the pickup group has Call Pickup Dialed Accept and Call Pickup Directed Accept enabled. The COS options are enabled Hunt_Pickup_Ring Groups_rev7.doc

71 Hunt/Pickup/Ring Groups Step Task Expected Result 12 Call one of the phones in the pickup group. The called phone rings. 13 Enter the access code for Call Pickup Dialed on another phone in the pickup group. 14 Enable Auto Pickup and make the call again. Answer without using the Feature Access Code. Disable Auto Pickup again. 15 Navigate to the Users and Devices > Advanced Configuration > User and Device Attributes form. The call is answered and two-way voice is established between the calling phone and the phone that entered the access code. The call is connected on pickup. The User and Device Attributes form is displayed. 16 Select one of your group members. The group member is selected. 17 Select Change. The User and Device Attributes change window opens. The pickup group number is displayed. Note that hunt group numbers are also displayed here. 18 Select Cancel. The User and Device Attributes change window closes. 19 Delete the group. The group is deleted

72 Hunt_Pickup_Ring Groups_rev7.doc

73 Hunt/Pickup/Ring Groups Hunt Group Programming To program a hunt group, navigate to the Users and Devices > Group Programming > Hunt Groups form and: Create a Hunt Group by: Adding a pilot number, which is he number that will ring the group Select a mode, either terminal or circular Add existing users to the Hunt Group. In this example, the three-member hunt group can be reached by dialing If extension 1003 received the last call, the circular hunt will begin with extension 1004 for the next call. The system will ring the first of the three phones that it finds idle. The names are assigned in the Telephone Directory form

74 Hunt Group Class of Service You can specify the COS for a hunt group in the Hunt Groups form. The hunt group COS is used for the following COS options: Call Reroute after Call Forward Follow Me (CFFM) to busy destination ONS/OPS Internal Ring Cadence for External Callers, only if the first member is ONS/OPS ANSWER PLUS - Delay To Message Timer ANSWER PLUS - System Reroute Timer Call Forward - No Answer Timer Note If no hunt group COS is programmed, the COS of the first member of the hunt group is used Hunt_Pickup_Ring Groups_rev7.doc

75 Hunt/Pickup/Ring Groups Large Hunt Groups When the Extended Hunt Group option is selected in the License and Option Selection form, the system supports up to 16 hunt groups with a maximum of 240 members per group. This large voice mail hunt group can be resilient, and is only supported for use with NuPoint Messenger Release 10 or later voice mail systems. There can be 16 large hunt groups, but only one 240-member voice mail hunt group should be programmed on a switch. A 240-member recorder hunt group can also be programmed. Do not program any additional large groups of more than 64 members

76 Lab 2 Creating a Circular Hunt Group Use this planning form to plan your programming. Hunt Group Number: Comments: Hunt Mode: Name: DND FAC: DND Cancel FAC: Make Busy Setup FAC: Make Busy Cancel FAC: Member Index Directory Number Member Name In this lab, you will be using the: Users and Devices > Group programming > Hunt Groups form. Users and Devices > Telephone Directory Management > Telephone Directory form. Reference Online Help > Contents > Forms Reference > Forms H to M > Hunt Groups Hunt_Pickup_Ring Groups_rev7.doc

77 Hunt/Pickup/Ring Groups Step Task Expected Result 1 Navigate to the Users and Devices > Group programming > Hunt Groups form. The Hunt Groups form is displayed. 2 Select Add. The Hunt Groups add window opens

78 Step Task Expected Result 3 In the Hunt Groups add window, choose and enter the Hunt Group pilot number in the Hunt Group field. 4 Select the Hunt Group Mode s Circular radio button. 5 Enter an appropriate COS for Day, Night 1, and Night 2. Leave the remaining values at default, they will be discussed later. The Hunt Group pilot number is entered. The Hunt Group Mode s Circular radio button is selected. The COSs are entered. 6 Select Save. The data is saved and displayed in the Hunt Groups form Hunt_Pickup_Ring Groups_rev7.doc