Troubleshooting Guide
Contents
1. Link TYpe Single Call Bandwidth G711 High G729a Low VoIP on Ethernet most common 96 8 40 8 VoIP on AAL5 106 42 4 VoIP on Frame Relay 82 4 26 4 VoIP on PPP 82 8 26 8 Assumes Voice Frame Size of 20ms Full Duplex connections IP Port Usage Table 8 IP Port Usage Protocol Transport Port SIP UDP 5060 RTP UDP 20000 40000 Music on Hold Multicast 24430 Paging Multicast 24400 P2P UDP 5071 Compatible L2 switches The list of compatible switches can be found at http support avaya com QuickEdition If you find the Quick Edition is not working properly with your switch ensure that the switch and network follow the network recommendations in this Appendix Specifically make sure the switch ports are configured to be on the same VLAN If they are on the same VLAN yet the telephones display the message No peers available then try disabling IGMP snooping on the L2 switch 20 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 Chapter 3 PSTN Considerations This appendix provides an introduction to analog trunks required to connect a Quick Edition network to the Public Switched Telephone Network PSTN in North America Contact your local service provider for information Analog trunks connect to the G10 11 PSTN gateway to provide a link between the traditional telephone network and Avaya one X Quick Edition network What is an analog trunk The an2. No lines are available You hear a fast busy tone The line LED associated with a connected PSTN line is off Music on Hold When a calling party is placed on hold the Music on Hold feature does not seem to work The audio input associated with the Music on Hold fea ture sounds distorted or cannot be heard The gain setting loop length on connected PSTN lines may need to be adjusted Refer to the System Administration Guide All lines may be in use When you forward an incoming outside call to a PSTN number the call will consume two PSTN lines one incoming and one outgoing on the analog gateway while the call is active Verify that the associated PSTN line is securely connected to the FXO port through a customer provided working telephone cord At the demarcation point of the associated PSTN line listen for a dial tone from your CO by connecting an analog POTS tele phone If there is no dial tone contact your phone company If there is a dial tone the global analog gateway has a hardware problem Verify that the feature is enabled Refer to the System Adminis tration Guide Ensure that an audio source is plugged into the Music on Hold port of the global analog gateway Verify that the audio source is working by connecting a headset to the source s output and listening to the audio output through the headset Due to their remote locations Teleworker client telephones can not play audio input through
3. Release 3 2 0 Troubleshooting Guide August2007 7 Chapter 1 Troubleshooting Table 2 Avaya one X Quick Edition System Problems and Solutions continued Problem Symptom Suggested Solution s ISDN Incoming calls do not connect Auto Attendant The Auto Attendant feature does not answer incoming calls or an incorrect greeting Is played Paging Not all of the telephones in a paging zone are receiving announcements Voicemail Callers cannot leave voicemail because the storage area is full If the Called Party TON type of number is National or International prefix with O or 00 respectively If the Called Party TON is subscriber or unknown include no prefix SIP Proxy Identities dialog Service Provider Prefix Identity Entry Example Number to Dial Called Party TON International foo 0001707118118 ELI 707118118 Access the Auto Attendant menu under System Options and verify that the Auto Attendant configuration that you want to use has been created Refer to the System Administration Guide If you have a PSTN gateway verify that an Auto Attendant configuration has been assigned to the gateway refer to the System Administration Guide Verify that the greeting you want to use has been recorded and assigned to the associated Auto Attendant configuration refer to the System Administration Guide If your one X Quick Edition system interoperates with a SIP network you can assign an Auto Attendan
4. WITHIN TEN 10 DAYS OF DELIVERY FOR A REFUND OR CREDIT Avaya grants End User a license within the scope of the license types described below The applicable number of licenses and units of capacity for which the license is granted will be one 1 unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User For purposes of this Software License the following capitalized terms shall have the meanings set forth herein Designated Processor means a single stand alone computing device Software means the computer programs in object code originally licensed by Avaya and ultimately utilized by End User whether as stand alone Products or pre installed on hardware Product s means the combination of hardware and Software comprising the Avaya one X Quick Edition product line License Type s a Designated System s License DS End User may install and use each copy of the Software on only one Designated Processor unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User Avaya may require the Designated Processor s to be identified by type serial number feature key location or other specific designation or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose b Shrinkwrap License SR With respect to Software that contains
5. act as a teleworker server The teleworker server host IP address must belong to a telephone or PSTN gateway on the one X Quick Edition network No Server message specify the teleworker server host IP address Not Authorized message the teleworker server host IP does not recognize the client Verify the Add Extension programming The teleworker server host has uploaded new software to the client telephone The configuration will take effect when the client telephone is restarted Press the OK softkey to restart If someone unplugs a Quick Edition IP telephone that is acting as the teleworker server for the connected teleworker client telephone the call will be dropped 5of5 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 5 Chapter 1 Troubleshooting System Table 2 Avaya one X Quick Edition System Problems and Solutions Problem Symptom Suggested Solution s Web based interface Cannot access the web based interface System password lost or forgotten Compare the IP address of the telephone and its P2P peers to the IP address of the PC on which the web browser is installed To determine the IP address of a PC refer to the System Administration Guide If the telephone uses a different network address space compared to the address space used by its P2P peers change the IP address of the telephone to match the network address space used by its peers refer to the System Admi
6. supports 802 3af PoE If all other connected Quick Edition IP telephones exhibit the same problem the switch or router may need to be replaced e If the LAN is not 802 3af PoE enabled it is your responsibility to provide a suitable inline power supply You can order an Avaya PoE injector to power the telephone e Check the Ethernet LAN connection to the telephone to ensure that it is properly connected If required swap the cable to determine whether the cable is defective If you can determine that power is being supplied to the telephone the display area or any of the indicators on the front panel of the telephone are lit but the telephone still does not become operational report the problem to your technical support representative When a telephone is connected to the LAN for the first time it searches for P2P peers If the existing P2P devices do not use IP addresses in the same network address space for example static IP addresses may have been assigned a newly connected telephone will not be able to detect peers connected to the same subnet As a result the telephone will prompt you to create a new network For more information see IP Addresses on page 15 To resolve the problem see To re assign a telephone to a different network address space and or network on page 16 Press SPEAKER Use the Volume Control buttons to set the volume to an audible level If you do not hear a dial tone contact your sales represent
7. AVAYA Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide 16 602443 Release 3 2 0 August 2007 Issue 1 2007 Avaya Inc All Rights Reserved Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing Avaya Inc can assume no liability for any errors Changes and corrections to the information in this document may be incorporated in future releases For full legal page information please see the complete document Avaya Legal Page for Software Documentation Document number 03 600758 To locate this document on the website simply go to http support avaya com and search for the document number in the search box Documentation disclaimer Avaya Inc is not responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya Customer and or End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by the Customer or End User Link disclaimer Avaya Inc is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation and Avaya does not necessar
8. Not Disturb Feature in the Avaya one X Quick Edition Telephone User Guide If required contact your LAN administrator to determine whether there is a problem with the Ethernet LAN Verify the dial tone see No dial tone on a Quick Edition IP telephone above If your network includes a PSTN gateway and all PSTN lines are busy you will hear a low pitched rapid busy tone repeated 60 times per minute Wait for a few minutes until a PSTN line becomes free and then try your call again To place a call to the PSTN dial the prefix followed by the number To call a SIP network dial the prefix followed by the number If the problem persists verify that the PSTN gateway is connected and accessible and that at least one PSTN line is connected to line port L1 on the rear panel of the gateway A PSTN line must be connected to port L1 using a customer provided telephone cord Before you call your technical support representative contact your service provider to verify that the PSTN lines are working as expected for example loop start signaling is required Network problems are the most likely cause Contact your LAN administrator and provide a complete description of the problem If you are the LAN administrator refer to the System Administration Guide for a list of recommendations Vv 4 Tip You can specify an audio quality setting for the entire network refer to the System Administration Guide 4 of 5 4 Avaya one X
9. PoE injector to power the telephone Table 6 Power Consumption Adding a Zeroconf Route In some cases without a DHCP server on the network a static Zeroconf route will have to be Device Device Power Usage Peak Nominal 4610 ew 4W 4621 6 45W 4 9W G10 9W 6W G11 6W 4W G20 5W 3W A10 8W 5W added to the PC in order to remotely access the Quick Edition system 1 Open a command line with start gt run 2 Type cmd to open a command lane prompt 3 Type route ADD 169 254 0 0 MASK 255 255 0 0 x x x x The x x x x represents the customer s real IP address bound to their NIC The static route will now be added to the PC to provide network access to the Quick Edition system with Zeroconf addresses Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August2007 17 Chapter 2 Data Network VLAN and QoS tagging VLAN tagging or QoS methods are not required The network element switch router used to connect Quick Edition can be a simple unmanaged device which supports IP multicast traffic Certain networks will not require a QoS strategy for example if bandwidth usage is low Avaya one X Quick Edition devices support IEEE 802 1p priority value tagging within the framework of the IEEE 802 1Q Virtual Bridged Local Area Networks standard You can assign priority levels to one X Quick Edition voice and data traffic to ensure QoS at OSI Layer 2 Specifying a priority such as 5 for voice traffic and 3 fo
10. Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 Telephones Table 1 Basic Troubleshooting Procedures for Quick Edition IP Telephones continued Problem Symptom Suggested Solution s An application or feature does not work as described in the product documentation Teleworker Teleworker client telephone cannot connect to the remote company network Restart Required message Connection is successful but the call was dropped during a conversation Verify the procedure and retry If this action does not produce the desired result the one X Quick Edition system might need additional programming to enable certain features Consult the product documentation for additional configuration instructions refer to the System Administration Guide If you would like to report a documentation error or omission contact your technical support representative Determine the connection status of the teleworker client telephone refer to the System Administration Guide Verify that the VPN tunnel is operational If the IP address of the company LAN has changed recently and the VPN configuration has not been updated the teleworker client telephone may be unable to connect e Update the private IP address of the company office network in the VPN configuration e lf ahost IP address is specified for the teleworker server change the IP address specification if required A teleworker client telephone cannot
11. Quick Edition System Yes this is configured on the G10 11 PSTN gateway by assigning a Direct Inward Line DIL to a specific user or group without accessing the Auto Attendant When creating a single DIL for a user we recommend that the PSTN line not be part of a hunt group DIL relationships are assigned to the extension or ring group on a per line basis 22 Avayaone X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 In what order are lines seized when placing outbound calls When outbound calls are placed from the Avaya one X Quick Edition network they capture lines on the G10 11 gateway polling from L4 to L1 If one of the lines is in use or disconnected it looks to the next available line For configuration purposes note that the PSTN line connected closest to L4 will be used the most for outbound calls How do assign a line on the G10 11 gateway so only certain users have access to that resource for outbound calls Programming is performed using Quick Edition web system interface Lines L1 through L4 on the G10 11 gateway can be assigned as Private Lines PL to reserve the PSTN resource on that gateway port for the assigned telephone or group This ensures that only the specific users will capture this line for outbound calls The extensions will still have access to the other lines however the PL assigned ensures they are given exclusivity to that line Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide Aug
12. a 15 call waiting lene 22 IP addresses ooo 18 connect G10 11 to ATA 2 ew eee 21 IP multicast address 2 2 lll 19 connecting a FAX ooo 22 IP voice bandwidth o ooo aa 20 connecting G10 11 2 lee 21 ISDN one number and several trunks 21 calls not connecting 8 order of line seizure 2 lee 23 gt restrict access to G10 11 line 23 trunk supported ll sns 21 L trunks number required 22 voicemail o 22 Te C procu SS a PSTN gateway See Global analog gateway Line LED off G10 G11 11 Lines Direct Inward DIL 22 Q Lines number required 22 m QoS tagging a sk ee ER Ge ae RE 18 M l R MOH music on hold audio file size cios 15 REDIAL Multicast address o o oo a 19 fails leer rne 2 Music on hold Redial audio file rejected ls fails from call log T distorted G10 G11 sen Replace al Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 26 ATO e a ARA AA 14 restart message 5 Q20 s o2 lex e a aa xe LEUR Mx Ee 14 Troubleshooting Restart SYSTEM x uy lod Pa we DA a a e ape RA 6 teleworker Message 5 Troubleshooting telephones Ring OVeIVIGW ca abo ose a Sk ea etii a 1 telephone noringtone 3 Trunk analog d
13. alog trunk is a traditional analog telephone line that is delivered to your home or business In North America the trunk provides a 10 digit number and connects to your G10 11 gateway to provide access outside of the local Avaya one X Quick Edition network What type of trunk is supported by the G10 11 PSTN gateway The G10 11 supports loop start LS analog trunks from the PSTN that connect to the FXO port on the gateway We do not recommend the use of other trunk types for example ground start Centrex or digital lines Can connect my G10 11 PSTN gateway to an IP service provider s Analog Terminal Adaptor ATA Yes this is an acceptable configuration The RJ 11 connector from the back of the ATA will connect to one of the L1 L4 connectors on the G10 11 gateway The loop length setting for any lines connected to the ATA should be configured as short This configuration is performed using system web administration in the Avaya one X Quick Edition network How do connect a G10 11 PSTN gateway to the PSTN The RJ 11 connector is used to terminate a single PSTN trunk at your location RJ 11 connectors are also used to connect to fax machines or analog telephones Multiple connections will exist for multiple lines at a single location The connections to the G10 11 PSTN gateway to provide access to the PSTN to place calls outside the local Avaya one X Quick Edition network Can callers use a single telephone number to reach my bus
14. at an amplifier with speaker is plugged into the Paging port of the global analog gateway Select General Page on the Select Paging Zone menu to make the announcement See Broadcasting Announcements through Paging the Avaya one X Quick Edition Telephone User Guide Document No 16 601411 Select General Page on the Select Paging Zone menu and make an announcement See Broadcasting Announcements through Paging the Avaya one X Quick Edition Telephone User Guide During the announcement adjust the volume control on the customer supplied amplifier Verify that the amplifier is receiving power and that a customer supplied speaker is con nected to the amplifier Connect the external amplifier with speaker to a different audio source and test the equipment off line If the Quick Edition IP Telephone that you are using to make the announcement is too close to another Quick Edition IP Tele phone that is the Telephones are side by side feedback will occur Move the Telephones away from each other and try again You can place or receive calls using an analog telephone con nected to the analog telephone bypass port only when the Quick Edition IP is not receiving power To place or receive calls using the analog telephone a PSTN line must be connected to port Line 1 on the rear panel of the global analog gateway using a customer provided telephone cord For more information refer to the System Administration Guide If your ne
15. ative You can have a maximum of nine Speed Dial button assignments If all assignments are in use delete at least one entry before attempting to add a new entry Check the year in the system date and time setting refer to the System Administration Guide If the factory set year is different compared to the current year the year setting will be incorrect after the Quick Edition IP telephone goes through a power cycle Calls in the Call Log Outgoing list are sorted according to date and the redial function dials number at the top of the list If the system date is incorrect the redial function may not be dialing the most recent outgoing call 2 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide 20f5 August 2007 Telephones Table 1 Basic Troubleshooting Procedures for Quick Edition IP Telephones continued Problem Symptom Suggested Solution s Telephone no longer communicates with peers Cannot dial an external number using any Speed Dial button or the Call Log No dial tone on a Quick Edition IP telephone Telephone does not ring on an incoming call Information is not displayed in the display area Verify the telephone connection to the LAN Review the network performance recommendations to ensure that the network adheres to minimum requirements refer to the System Administration Guide When previously configured and reconnected to the network a telephone needs a few minutes to
16. ed by other P2P devices change the IP address of the telephone to an unused IP address in the required network address space To determine the IP address of a telephone press the PAGE RIGHT t button To change the IP address refer to the System Administration Guide 2 Remove the extension number of the telephone from the network refer to the System Administration Guide but do not disconnect the telephone from the network When the telephone initializes have the telephone join the target network The procedure does not change the manually assigned static IP address Viv LL A Tip To enable telephones or PSTN gateways with manually configured static IP addresses to go back to requesting IP addresses from a DHCP server or assigning themselves Zeroconf addresses automatically at boot time you must change the static IP address of the telephone or gateway to 0 0 0 0 Y 16 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 Chapter 2 Data Network To ensure optimum performance we recommend the following LAN operating parameters Cabling Supply RJ 45 Category 5 CAT5 or better for example CAT5e Ethernet cabling to connect equipment such as Quick Edition IP Telephones and G10 11 PSTN Gateways to the LAN Power Quick Edition Telephones and G10 11 PSTN Gateways support 802 3af PoE Power over Ethernet To connect Quick Edition equipment to a switch that does not support 802 3af use an Avaya
17. elements provided by third party suppliers End user may install and use the Software in accordance with the terms and conditions of the applicable license agreements such as shrinkwrap or clickwrap license accompanying or applicable to the Software Shrinkwrap License The text of the Shrinkwrap License will be available from Avaya upon End User s request Third party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya s web site at http support avaya com ThirdPartyLicense The executable installer program described in the Upgrading Telephone Software chapter uses the nullsoft scriptable install system nsis sourceforge net by Nullsoft Inc Chapter 1 Troubleshooting Contacting Technical Support TEIGHNONGS lt lt cc eee ease es ne Ke Se 3 kw MVS 6 2306 QES oh 4G FR SES SS O45 HH G10 G11 Global Analog Gateway G20 ISDN BRI Gateway or A10 Analog Telephone Adapter Embedded Music on Hold IP Addresses 2 6 ss se eee eee ooo Assigning a Static IP Address Adding a Zeroco
18. fault subnet mask of the device for example 255 255 255 0 e Click OK Troubleshoot the G20 or A10 e On your computer telnet 192 168 123 10 and press Enter User nimdbg Password 54321 192 168 123 10 gt enable 192 168 123 10 gt configure 192 168 123 10 cfg tcontext ip router 192 168 123 10 lt ctx ip gt router tinterface ethO 192 168 123 10 lt if ip gt 0 tipaddress lt static ip gt subnet mask 192 168 123 10 lt if ip gt 0 copy running config statup config 192 168 123 10 lt if ip gt eth1 treload Press yes to restart no to cancel yes Reset the IP address assigned to your PC to its previous setting On the Device Management page click the G20 or A10 On the Edit Gateway Details screen clear the DHCP Address check box Enter the static IP Address and Netmask of the G20 or A10 for A10 we recommend that you enter the gateway IP address Click Submit 1 of 2 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 13 Chapter 1 Troubleshooting Table 4 G20 and A10 Problems and Solutions continued Problem Symptom Suggested Solution s Replace defective device From the System Options web interface The G20 or A10 must be replaced in the system Record the IP address of any active telephone on the network Get the MAC address of the G20 or A10 to be removed e Click the gateway in the Name list e Record the MAC address Record the Ident
19. following information at hand Firmware version of the devices in the system Duration since the reset key was gathered The Reset Key double check to ensure it is correct 2 Avaya Support provides you with a password reset string The password reset string is 16 digits long This string is entered as the system password without spaces The login will then be complete and the administrator will be prompted to update the system password 1 of 4 6 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 System Table 2 Avaya one X Quick Edition System Problems and Solutions continued Problem Symptom Suggested Solution s System Password You can reset an entire system to factory default if the system password is not is not recoverable recoverable This procedure must be performed on all devices to remove the Site ID information If there is even a single active Site ID on the network devices will join it and assume the password associated with that Site ID We strongly recommended that you use the procedure refer to the System Administration Guide to reset and remove devices from the system when access to system admin is available This procedure should only be used after all other options have been explored Reset a Quick Edition Telephone 1 Remove power from the device 2 Apply power to the device and press and hold the OPTIONS button The device will reboot 3 Continue to press a
20. h 20 Zeroconfroute 2 2 22 00 17 DHOP un owe Bee ee e a Oe Ron 18 DHCP server usingonLAN 15 Dial tone ADSEM ka PE ae a a we a 4 not on bypass port G10 G11 12 not on telephone o 3 Direct Inward Line DIL 22 Display telephone frozen 2 2 4 Dropped call e s nox ee td ee os 5 Dynamic Host Configuration Protocol 18 E Echo PSTN lines ccr jt Email notification fails 9 Embedded audio file rejected ls 18 music download fails 1 music on hold fails 15 External call WANS 2st d coru rcs Gta O Medo Gir La fe ege Lai Fa 4 F Fast busy forwarding fails G10 611 12 PSTNlines o 11 FAX connect to gateway 22 Feature does not work as documented 5 Forwarding fails fast busy G10 G611 12 G G10 11 connect to ATA 21 G10 11 connect to PSTN 21 G20 ISDN BRI gateway cannotaccess a a a 13 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August2007 25 replace defective 24 14 download fails 15 Global analog gateway 10 fails embedded a a 15 bypass port no dial tone 12 fails G10 G11 a Tt fast bus
21. h with no IGMP querier present on the network four options can be implemented to resolved the issue e Disable IGMP snooping e Statically program the membership of the ports that have a Quick Edition device to be part of the multicast group 239 192 228 123 e Add an IGMP querier either configure the switch to do it or a router Disabling IGMP snooping on a switch means that the switch will no longer snoop the IP packets to see what ports are part of a particular multicast group This has the affect of broadcasting IP multicast packets out to every port This is the recommended solution because of its simplicity Statically programming the membership of the ports to a particular IP multicast group is an alternative that requires more administration Changing the query interval timer is yet another alternative but remember that when the timer expires the Quick Edition system will no longer see each other Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 19 Chapter 2 Data Network Adding an IGMP querier is an alternative to disabling IGMP snooping if the broadcast of the Quick Edition IP multicast packets poses a problem As mentioned above there are two methods to implement this configuring the L2 switch to be the IGMP querier if supported by the switch or add a router L3 and configure it appropriately IP Voice Bandwidth Table 7 RTP audio codec bandwidth usage
22. ily endorse the products services or information described or offered within them We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages Warranty Avaya Inc provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available through the following Web site http support avaya com Copyright Except where expressly stated otherwise the Product is protected by copyright and other laws respecting proprietary rights Unauthorized reproduction transfer and or use can be a criminal as well as a civil offense under the applicable law Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http support avaya com Software License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT http support avaya com Licenselnfo GENERAL LICENSE TERMS IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS YOU MUST RETURN THE PRODUCT S TO THE POINT OF PURCHASE
23. iness when I have multiple trunks Yes a hunt group associates a single number with multiple analog PSTN trunks and hunts for available lines in that group Hunt groups may contain as few as 2 lines Your service provider can provide multiple hunt groups if required Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 21 Chapter 3 PSTN Considerations How would share a fax machine with the G10 11 gateway This would require a line splitter on the local PSTN trunk at the location The PSTN gateway has to be configured not to answer the line that is being shared with the fax machine programming is performed using Quick Edition web system interface In this way the fax machine will answer incoming calls that are placed to that number The line can also be used for placing outgoing calls however the line is only available to one device at a time Do need to subscribe to a voicemail service from my service provider Each telephone on the Avaya one X Quick Edition network contains a voice mailbox An external mailbox from the service provider would only be accessed by incoming callers when all PSTN analog trunks are in use The Avaya one X Quick Edition system does not provide a message waiting tone or indicator when there are new messages on a service provider voicemail Some businesses may wish to subscribe to this service in order to provide additional call handling when all lines from the service provider are in u
24. initialize and become operational During this time the telephone attempts to communicate with all other one X Quick Edition devices in the same network address space Verify the following items by viewing Set Details on the Main menu e Are all one X Quick Edition devices running the same or compatible software versions e Do all devices belong to the same network address space If required see To re assign a telephone to a different network address space and or network on page 16 e Do all peers belong to the same one X Quick Edition site When you install a Quick Edition IP telephone you can choose to have the telephone join an existing network or create a new network Unless the telephone is the first telephone to be installed you should have the telephone join the existing network To determine to which network a Quick Edition IP telephone belongs look up the site identifier which is displayed in the Site field under Set Details All peers making up the same network have the same site identifier and name If required see To re assign a telephone to a different network address space and or network on page 16 to enable the telephone to communicate with existing peers See Cannot make an external call below Verify that the handset is securely connected Use the Volume Control buttons to set the volume to an audible level Use the Volume Control buttons set the ringer volume to an audible level From another tele
25. irectly to an extension 22 S one dialable number for several 21 Site order of seizure for outgoing calls 23 no telephone option to join 2 requirednumber 2 2 2 22 22 Spanning tree protocol 18 restrict access ee 23 Speaker E supported types lens 21 telephone failure 2 Speed dial V telephone cannot addentry 2 SIP ua hope RO 9o ge a AR 18 VLAN tagging ln 18 System Voicemail auto attendant does notanswer 8 email notification fails 9 cannot access G20 A10 13 Storage full 22cm a ee a 8 cannot redial fromcalllog 7 Voicemail from service provider 22 email notification fails g incorrect greeting played 8 ISDN calls not connecting 8 W paging problem 8 Wav file password lost or forgotten 6 download fails e eee 15 password not recoverable T music on hold fails 15 voicemail storage full 8 rejected fordownload 15 web interface no access 6 Web interface E nO ACCESS 2 ll e e les 6 T Telephone Z application problem sss 5 Zeroconf ad a sss s RR 15 16 audio quality poor 4 addaroutle ee ee 47 call dropped lll l n 5 cannot make exte
26. ity for each port up to four identities for the A10 and 20 for the G20 Set the Identity for each port to Unassigned Click Submit and then click Confirm Telnet to the QE telephone IP address 1 ge At the VxWorks login prompt type nimdbg At Password type the system password At the gt prompt type nx and press Enter At nimcat gt tyoe misc and press Enter At misc gt type deletedevice and the MAC address of the A10 G20 without separators and then press Enter for example type deletedevice 0050C233505F Install the replacement G20 or A10 le Note Create the identities that you recorded and removed from the failed device Associate the identities with the physical port on the new G20 or A10 Refer to the System Administration Guide for additional details 2 of 2 14 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 Embedded Music on Hold Embedded Music on Hold Table 5 System Music on Hold Problems and Solutions Problem Symptom Suggested Solution s Music on Hold a Not supported default for G20 ISDN BRI Gateway and A10 Analog Description of device Telephone Adapter music status b Supported but no source available default for a telephone c Source available but not enabled default for a G10 or G11 Global Analog Gateway Enabled but not providing the MOH Active providing the MOH Source invalid format does not match regi
27. nd hold the OPTIONS button 4 The telephone will prompt with the option to reset to factory default 5 Select the factory default option The device will indicate when the reset process is complete 6 Remove power from the device Reset a G10 11 PSTN Gateway when the Power LED is Green 1 Press and hold the Reset button on the back of the G10 11 gateway The power LED turns from Green to Red approximately 10s 2 Release the Reset button when L1 turns Green 3 Wait for L3 and L4 to turn solid Green 4 Remove power from the device Reset a G10 11 PSTN Gateway when the Power LED is Red 1 Cycle power on the G10 11 gateway 2 Immediately press and hold the Reset button on the back of the G10 11 gateway 3 Release the Reset button when L1 turns Green 4 Wait for L3 and L4 to turn solid Green 5 Remove power from the device Cannot redial from If you cannot use the call log to redial from G20 BRI call log Depending on the Called Party OTN provided by your service provider you may not be able to use the call log or voice mail functionality to return calls If your service provider uses National or International Called Party TON and your region does not use 0 or 00 you may be impacted For example an incoming number shows the calling party number as 001707118118 and TON national When redialed the G20 inserts a 0 which is not needed and so the call fails See the examples table below 20f4 Avaya one X Quick Edition
28. nf Route VLAN and QoS tagging IGMP AAA IP4Mullicast ioscorrs wR OE S IP Voice Bandwidth IP Port Usage ido cb SSeS Compatible L2 switches Chapter 3 PSTN Considerations Ide i Cc eo ee oboboheRod do Se wm BR a UO Red Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 CP ox 1k 10 13 15 15 16 17 17 17 17 18 18 18 18 19 20 20 20 21 25 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 Il Chapter 1 Troubleshooting Avaya Quick Edition IP telephones are relatively trouble free This chapter provides helpful troubleshooting information and basic troubleshooting charts that walk you through resolving problems This guide also includes recommended LAN operating parameters and an introduction to analog trunks Contacting Technical Support If you are unable to resolve the problem using the troubleshooting guidelines provided in this chapter contact your technical support representative If required you may contact Avaya Technical Support by using one of the methods available through the Avaya Technical Support web site http support avaya com QuickEdition a ur Tip If you have an Avaya support plan call the number associated with that plan to obtain service according to the terms of your agreement Y Telephones If you cannot resolve a problem on your
29. nistration Guide If the network address space used by the telephones does not match the network address space used by the PC ask your LAN administrator to add a route to the one X Quick Edition network from the PC Verify that you can access user options and or system options using the Options button on the telephone If you cannot access these options using telephone buttons the telephone is not working properly Troubleshoot the problem using the guidelines given in Table 1 Basic Troubleshooting Procedures for Quick Edition IP Telephones on page 1 Check the LAN settings in your web browser Proxy server settings could be preventing you from accessing the web based interface In Internet Explorer select Tools Internet Options and then click the Connections tab Click the LAN Settings button to view the proxy server settings Contact your LAN administrator for more information and help if required Obtain the Password Reset Key 1 On a telephone in the system that requires the password reset press OPTIONS gt Options gt System Options press the unlabeled soft key 3rd from the left between Bksp and Done 2 The set displays an alpha numeric case sensitive 19 character key Record the string to provide to Avaya Support Note You have only 15 minutes in which to reset your password before the password key changes Provide the Password Reset key to Avaya Support 1 Contact Avaya support with the
30. on Teleworker Unavailable the telephone is down TO 00 Download fails There may be insufficient storage on the device Free some storage by for example deleting unneeded voicemail messages The voicemail storage limit of 20 minutes is reduced by the MOH source file audio file of lt 30 seconds limits voicemail to 15 minutes audio file between 30 seconds and 1 minute limits voicemail to 10 minutes audio file between 1 minute and 2 minutes limits voicemail to O minutes Audio file is An audio file larger than 2 minutes will be rejected rejected An audio file smaller than 3 seconds will be rejected IP Addresses Every telephone has an IP address If a DHCP Dynamic Host Configuration Protocol server resides on the Ethernet LAN the telephones and any PSTN gateways that you connect to the LAN will request network addresses from the DHCP server On networks without a DHCP server telephones and PSTN gateways assign themselves unique addresses in the 169 254 16 Zeroconf network address space with a network mask of 255 255 0 0 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 15 Chapter 1 Troubleshooting If a telephone shares a network connection with a PC and the network does not have a DHCP server it is possible that the telephone and PC will have IP addresses in different network address spaces As a result the browser on the PC will be unable to connect to the telephone th
31. own contact your technical support representative see Contacting Technical Support on page 1 VA AX Tip If the suggestions given below do not resolve the problem power cycle the telephone by disconnecting the PoE LAN connection or switching off local power to the telephone and then reconnecting the telephone or power source There will be a slight operational delay when you power cycle the telephone Table 1 Basic Troubleshooting Procedures for Quick Edition IP Telephones Problem Symptom Suggested Solution s Telephone does not Allow a few minutes for the telephone to initialize if the telephone become active immediately became unplugged from the LAN or experienced a power after a power interruption interruption 1 of 5 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 1 Chapter 1 Troubleshooting Table 1 Basic Troubleshooting Procedures for Quick Edition IP Telephones continued Problem Symptom Suggested Solution s Telephone does not power on after connecting it to the LAN Telephone does not display the option to join an existing site when connected to an existing network Speaker does not seem to work Cannot add an entry to the Speed Dial list REDIAL gt button does not dial the last number called Verify that the telephone is receiving power through the Ethernet LAN connection e Verify that the switch or router to which the telephone is connected
32. phone place a call to your extension to test the ringer volume after adjustment See Telephone does not power on after connecting it to the LAN above Check all connections to the telephone to ensure that it is properly connected and receiving power 3of5 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 3 Chapter 1 Troubleshooting Table 1 Basic Troubleshooting Procedures for Quick Edition IP Telephones continued Problem Symptom Suggested Solution s The display area appears to be frozen and there is no dial tone Cannot reach the party at a known extension through the Corporate directory Cannot make an external call Audio quality is poor specifically you hear e sudden silences or gaps in speech and or e clipped or garbled speech When a menu is not being accessed labels for the SDial Log Dir and Vmail softkeys are displayed at the bottom of the display area If a Back Exit or Done softkey is displayed instead select the softkey Alternatively press the PHONE EXIT button to restore the display area Verify the dial tone see No dial tone on a Quick Edition IP telephone above Next verify that the party you are trying to call has not enabled e call forwarding see Redirecting Calls through Call Forwarding in the Avaya one X Quick Edition Telephone User Guide and or e the do not disturb feature see Enabling Disabling the Do
33. pplied to the global analog gateway but the gateway is not operational report the problem to your technical support representative If you connected the global analog gateway to the LAN for the first time without having previously installed Quick Edition IP Telephones the Power LED will stay red If the devices on the network are running incompatible software versions the Power LED will stay red If Telephones were already installed when you connected the global analog gateway the Power LED should turn green in two to three minutes To remedy the situation reset the global analog gateway to fac tory settings Refer to the System Administration Guide After ward disconnect the global analog gateway from the network install your Quick Edition IP Telephones and then install the glo bal analog gateway The global analog gateway is off line To remedy the situation reset the global analog gateway to factory settings Refer to the System Administration Guide Afterward connect the global analog gateway to the network The Power LED will turn red initially and then turn green when the global analog gateway is ready 1 of 3 10 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 G10 G11 Global Analog Gateway Table 3 Global Analog Gateway Problems and Solutions continued Problem Symptom Suggested Solution s PSTN Lines All calls to and from the PSTN have a loud hum or an echo
34. r data ensures that voice traffic has priority over data Your LAN administrator must determine the required settings If your network has VLANs include all Quick Edition devices in the same VLAN If you experience performance degradation with the Avaya one X Quick Edition System due to the traffic load on your network you can physically segment the voice network from the data network or configure QoS on the network switches routers etc Do not connect a network server PC for example a web server file server or database server or a network printer to the PC port on an Avaya one X Quick Edition Telephone IGMP The one X Quick Edition system supports IGMP v2 A number of Layer 2 switches support IGMP snooping by default If the Quick Edition devices in the network cannot communicate with each other turning off IGMP snooping on the switch may resolve the problem if the switch requires an IGMP querier to be present on the network but an IGMP querier is not available STP If any Quick Edition devices are connected to a switch that runs the Spanning Tree Protocol STP configure the communications switch connections with Portfast also known as spantree start forwarding on a Cisco 1900XL Portfast enables the switch to go into a forwarding state almost immediately after it is powered on About IP Addresses If a DHCP Dynamic Host Configuration Protocol server is connected to the Quick Edition network the Quick Edition telephone
35. rnalcall 4 dial from corporate directory fails 4 display frozen 4 does not become active s 1 does not power ON o 2 doesnotring lens 3 feature problem ls 5 no dial tone llle 3 4 no option to join site 2 nospeaker o 2 REDIAL button fails s 2 speed dial entry fails 2 teleworker client cannot connect 5 teleworker restart message 5 Telephone troubleshooting 1 Telephones lost communication to peers 3 Teleworker clientcannotconnect 5 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August2007 27 Index 28 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007
36. rough the web based interface To resolve the problem ensure that the one X Quick Edition network and the PC network share the same network address space Make sure that you use unused IP addresses for the telephones and PSTN gateways For more information see Assigning a Static IP Address below Assigning a Static IP Address If required you may assign fixed network addresses to telephones or PSTN gateways through network options refer to the System Administration Guide Once assigned a static IP address persists until it is changed manually or another device having the same IP address is detected at boot time If the network does not have a DHCP server and you add a telephone or PSTN gateway the device will assign itself a unique address in the Zeroconf network address space If the self assigned network address does not match the network address space being used by other P2P devices the newly added device may not be able to communicate with those P2P devices e A device will find no P2P peers and will create a new network when connected to the LAN e You will be unable to access the web based interface of the telephone using a PC connected to the LAN even when the telephone and PC share the connection to the LAN To resolve this type of issue see re assign the device To re assign a telephone to a different network address space and or network 1 If the IP address of the telephone does not match the IP address space being us
37. s and G10 11 PSTN gateways will request network addresses from the DHCP server On networks without a DHCP server Quick Edition telephones and G10 11 PSTN gateways assign themselves unique addresses in the 169 254 16 Zeroconf network address space with a network mask of 255 255 255 0 You may assign fixed network addresses to Quick Edition telephones or G10 11 gateways through Network Options settings Once assigned the settings persist until they are either changed manually or another device having the same IP address is detected at boot time To re enable automatic IP Address assignment for telephones or G10 11 PSTN gateways which previously had manually assigned IP addresses you must reset the telephone or G10 11 PSTN Gateway IP address to 0 0 0 0 18 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 IP Multicast Multicast IP traffic must be permitted on the LAN The default multicast address used by the Avaya one X Quick Edition System is 239 192 228 123 This is a limited scope address that is not routable over the public network Internet Connecting all Quick Edition devices to the same network segment their IP addresses must belong to the same network address space will help to ensure that IP multicast can be passed between the devices However certain high end network devices do provide the ability to pass multicast traffic between IP segments if configured to do so The Quick Edition system telephone
38. s sets and G10 11 PSTN gateway use IP multicast to discover each other and detect when a peer is down The multicast IP address that the Quick Edition uses is 239 192 228 123 Each peer multicast s a hello message to the rest of the system saying they are alive If the system detects that a peer has not sent 3 of the hello messages in a row it will flag that peer as being down The Quick Edition also uses IP multicast to stream MOH Music On Hold and when paging a group of sets The handling of IP multicast packets is not identical between all of the Layer 2 switch vendors Most unmanaged switches simply broadcast IP multicast packet out every port and that is not a problem for the Quick Edition The problem arises when a managed switch requires an IGMP querier to be present on the network to forward IP multicast packets to other ports but one is not present Symptoms of this are that the Quick Edition sets will display No Peers Available and that set to set calls or set to G10 11 calls will fail with an audible fast busy The IGMP querier would typically be a router which has an interface in the same subnet as that of the Quick Edition The router needs to be configured to also route IP multicast Because not all IP multicast implementations require that they be routed across multiple subnets some vendors have added the option to have their managed L2 switch do the querying When the Quick Edition is installed on such a switc
39. se Should subscribe to call waiting on my trunks from the service provider The G10 11 PSTN gateway does not support call waiting functionality from the PSTN The Quick Edition telephones provide multiple call appearances that are not directly associated with the PSTN lines connected to the network These call appearances are associated with multiple physical PSTN lines and more lines will not be available to the Avaya one X Quick Edition by subscribing to call waiting from the service provider How do determine how many lines need to support my office A ratio one PSTN analog trunk for three to five Quick Edition Telephones would be typical An environment where users are placing many external calls will required a higher ratio of PSTN analog trunks to Quick Edition Telephones The Avaya one X Quick Edition network is scalable and by adding more gateways and subscribing to additional analog trunks from the service provider it is possible to provide more than one line per Quick Edition telephone Each trunk provides a connection back to the Central Office CO of your service provider to support a single conversation at a time If your business requires multiple conversations simultaneously you will require multiple lines from the service provider How many lines will depend on the number of simultaneous external calls you expect Can l associate a single specific number from the PSTN to an internal extension or internal ring group on my
40. ssages Administration Guide are not being Using the web based User Options interface refer to the System forwarded to an Administration Guide select Voice Mail and verify that To and From e mail account addresses have been specified and that notification status has been enabled 4 of 4 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 9 Chapter 1 Troubleshooting G10 G11 Global Analog Gateway Table 3 Global Analog Gateway Problems and Solutions Problem Symptom Power The power LED on the glo bal analog gateway is not lit The power LED on the glo bal analog gateway stays red The power LED flashes red and green five times fol lowed by a pause Suggested Solution s When first plugged into the LAN the Quick Edition IP needs a few minutes to initialize and become operational During this period the Power LED will be red If this is not the case verify that the global analog gateway is receiving power e Verify whether the IP switch or router to which the Quick Edition IP is connected supports 802 3af PoE If all connected Quick Edition IP Telephones are not receiving power the switch or router may need to be replaced e f applicable check the PoE LAN connection to the global analog gateway to ensure that it is properly connected If required swap your CAT5 Ethernet cable to determine whether the cable is defective If you can determine that power is being su
41. t configuration to each SIP identity through the web based administration interface Ensure that the Auto Attendant feature has been enabled for the identity refer to the System Administration Guide If the telephone in question is in use while you make the announcement the announcement is suppressed on that telephone this is normal Verify that the telephone in question has been added to the paging zone refer to the System Administration Guide Verify that the telephone in question is on hook and that the do not disturb feature is disabled see Enabling Disabling the Do Not Disturb Feature in the Avaya one X Quick Edition Telephone User Guide When a Voicemail inbox is full callers hear a message indicating that Voicemail storage has been filled and no more messages can be saved To avoid this situation users are encouraged to delete voicemail messages on a regular basis A telephone that is a music on hold wav file host has reduced voicemail storage capacity If necessary remove the wav file to another telephone 3 of 4 8 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 System Table 2 Avaya one X Quick Edition System Problems and Solutions continued Problem Symptom Suggested Solution s Email Notification Access the Network Options menu under System Options to verify that the of Voicemail IP address of an SMTP server has been specified refer to the System Voicemail me
42. the Music on Hold feature to a caller should the remote user put the call on hold When the remote user puts a call that originates from the company one X Quick Edition system on hold the caller hears silence If the remote user calls a company extension and the user at the com pany office puts the call on hold audio input is played to the remote user For more information about the Teleworker feature cm the Avaya one X Quick Edition System Administration uide Verify that the audio source is located on a stable platform If the audio source is shaken or bumped the audio signal may be dis rupted If you are using a radio as the audio source verify that the tuner is dialed to a radio station properly Ensure that the volume control on the audio source is set to an audible volume 2of3 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 11 Chapter 1 Troubleshooting Table 3 Global Analog Gateway Problems and Solutions continued Problem Symptom Suggested Solution s Paging External paging is not working during an announcement The audio output associ ated with an external page cannot be heard The audio output associ ated with an external page sounds distorted Feedback occurs during an external page Bypass Port No dial tone on the tele phone that is connected to the global analog gateway Forwarding fails Cannot forward a call fast busy Ensure th
43. twork has a PSTN gateway and you forward an incom ing outside call to a PSTN number the call will consume two PSTN lines one incoming and one outgoing on the analog gateway while the call is active 3 of 3 12 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 G20 ISDN BRI Gateway or A10 Analog Telephone Adapter G20 ISDN BRI Gateway or A10 Analog Telephone Adapter Table 4 G20 and A10 Problems and Solutions Problem Symptom Web based interface Cannot access the G20 ISDN BRI Gateway or A10 Analog Telephone Adapter Suggested Solution s 1 2 3 4 5 6 7 8 Using the included Ethernet cable connect the G20 or A10 RJ 45 LAN port directly to the Ethernet port on your PC Configure the PC with a static IP address Note The procedures below are for Microsoft Windows For another operating system refer to the documents that came with your computer e On the PC go to My Network Places gt View Network Connections e Right click Local Area Connection or the designated connection used for the Ethernet port to connect to the device then select Properties e Select Internet Protocol TCP IP and click Properties note the current settings e Select Use the following IP address IP address enter an IP address that conforms to the default IP address 192 168 123 10 of the device for example 192 168 123 11 Subnet mask enter a value that conforms to the de
44. ust 2007 23 Chapter 3 PSTN Considerations 24 Avaya one X Quick Edition Release 3 2 0 Troubleshooting Guide August 2007 Index Public Switched Telephone Network see PSTN considerations A A10 analog telephone adapter replace defective 14 Analog trunk Application does not work as documented 5 Audio poor quality o 4 Audio codec bandwidth 20 Auto attendant calls not answered 1 2 ee ee ees 8 B Bandwidth audio codec l l ns 20 Bypass port no dial tone G10 G11 12 C Cabling datanetwork 1 2 ee eee ura Calldropped s a s e a maos toa eee a a ee 5 Call log cannot redial from ooo 7 Call waiting from service provider 22 Corporate directory cannot dial from 4 D Data network cablingz i sx s s oko oon Ron 17 DHGOP iuge E Ere cesa fes 18 Dynamic Host Configuration Protocol 18 IEEE 802 1p llle 18 IGMP ELLE 18 IP addresses ss 18 IP MUCAS uds sure xs xU 9 IP port usage 20 IP voice bandwidth 20 L2 switches ll rns 20 multicast address 19 Index power 2 lll lll 17 priority tagging 2 2 ee rns 18 QoS tagging 18 spanning tree protocol 18 IR ADEL NE 18 VLAN tagging lens 18 voice bandwidt
45. y PSTN lines 11 forward fails fas busy 18 line LEDO 11 P music onholddistorted 11 Paging music on hold fails ul distorted G10 G11 0 12 paging distorted o eee 12 feedback G10 G11 o 12 paging feedback o 1 12 not all phones receiving 8 power LED flashed red 10 Password powerLEDoff ooo 10 system lost or forgotten 6 power LED on red 10 system notrecoverable Fi PSTN lines hum or echo 11 Peer Greeting telephone does not communicate 3 incorrect one played css 8 Port usage ss 20 Power H data network wa 17 device consumption ss 17 Hum PSTN lines 11 LED flashed red G10 G11 10 Hunt group LED off G10 G11 o 10 one number for several trunks 21 LEDonred G10 G11 0 10 telephone problem A Priority tagging a 18 l Private lines G10 11 aaa 23 IEEE 8021p PP 18 PSTN IGMP gt lines humorecho 2 208 11 QUE uu uen un UR ES E P E 18 lines fast busy tmm omo e momo e rh n n n n n Ti snoopng 2l 18 PSTN considerations IP address a number to an extension 22 assigning through DHCP 15 analog trunk automatic assignment
Download Pdf Manuals
Related Search