Avaya EC500 Telephone User Manual
Contents
1. EC500 Calls 2 2 Check this by making a direct call to the cell phone s published number When making this test call wait until the call rings the cell phone which verifies that there is coverage or until the call goes to the CSP s voice mail which verifies that the service is provided but there may not be good coverage Use the status station command for the principal number that the XMOBILE is bridged to and verify that SAC or Call Forwarding has not been activated on the principal extension Usethe status station lt XMOBILE extension gt command to check the following m The service state is in service idle If not use the release lt XMOBILE extension gt command to put it back in the active state The EC500 state is enabled on the Status Station screen If EC500 is disabled ask the user to enable EC500 for the principal office number On the XMOBILE Station screen verify that the entries in the Mobility Trunk Group Dial Prefix andCell Phone Number fields are correct as specified in the EC500 Release 3 Installation and Administration Guide s Chapter 3 Administration Enter the status trunk lt trunk group number gt command for both the inbound and outbound trunks in the loop back arrangement and verify that the trunk ports are in service and that there are enough ports for the projected EC500 traffic needs that is not all ports are in an active state If all or most ports2. e A call is unanswered e A busy tone is received e A reorder tone is received Industry Canada IC Interference Information This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regula tions of Industry Canada Le Pr sent Appareil Nom rique n met pas de bruits radio lectriques d passant les limites applicables aux appar eils num riques de la class A pr scrites dans le reglement sur le brouillage radio lectrique dict par le Industrie Canada Trademarks All trademarks identified by and SM are registered trademarks trademarks or service marks respectively of Avaya Inc All other trademarks are the properties of their respective owners Ordering Information Call Avaya Publications Center Voice 1 800 457 1235 International Voice 1 317 322 6791 Fax 1 800 457 1764 International Fax 1 317 322 6699 Write Avaya Publications Center 2855 N Franklin Road Indianapolis IN 46219 USA Documents may also be ordered from the Customer Informa tion Centre in Malmesbury England Call 44 1666 83 2900 Fax 44 1666 83 2213 For additional documents refer to the section in About This Document entitled Related Resources You can be placed on a standing order list for this and other documents you may need For more information on standing orders or to be put on a list to receive future issues of this document contact the Avaya Publicati
3. Calls for detailed information on possible sources of the problem When Users Cannot Receive EC500 Calls for detailed instructions on troubleshooting this problem The user reports that all calls go directly to the cellular voice mail but the cell phone is ON and working fine Both XMOBILE extensions may be bridged to the same line appearance on the principal phone Make sure that both XMOBILE extensions are not bridged to the same line appearance on the principal phone When running the list command XMOBILES that you know are administered do not appear The cell phone number has not been administered on the Station screen but in the ARS tables instead Use the list all command or change the Station screen administration to include the cell phone number The number or number plus used to match the cell phone number includes the dial prefix Don t include the dial prefix 1 2 Issue 3 January 2002 Introduction Situation Possible Cause s Suggested Action or Resolution The user reports that voice mail messages are not going to the mailbox of choice Incoming calls to an office number are usually routed to the resident AUDIX voice mail after a pre determined number of rings For cell phone calls the same functionality exists from the Service Provider At this time there is no way to coordinate the two different voice mail systems using E
4. of rings when the phone is in an unreachable state Issue 3 January 2002 1 3 Chapter 1 Basic Troubleshooting Situation Possible Cause s Suggested Action or Resolution The user reports that he or she is missing calls at the office number because the cell phone voice mail is picking up the call instead Continued Both XMOBILEs are bridged to the same line appearance on the principal phone Check that the first XMOBILE is bridged to the first line appearance and the second XMOBILE is bridged to the second line appearance The user reports that the cell phone is not receiving caller identification numbers for calls from the Avaya Communications Server while the office number that the cell phone is bridged to does The Avaya Communications Server has not been administered properly for sending 10 digit caller identification numbers Most Service Providers require a 10 digit number Re check both loopback trunk screens to make sure the send calling number is set to y External trunks serving the cell phone are using a non ISDN trunk Change the routing administration to route over an ISDN trunk The user reports that the person being called is receiving the incorrect caller ID The Configuration Set screen has the Calling Number Style field set to PBX Change the Calling Number Style field on the Configuration Set screen to network There is an incorrec
5. 700 Avaya EC500 Extension to Cellular Release 2 User Guide Issue 1 July 2001 210 100 700 Online documentation for EC500 is provided at the following URLs http www 1 avaya com enterprise who docs ec500 http support avaya com wireless Issue 3 January 2002 Chapter 1 Basic Troubleshooting Introduction This chapter provides a basic troubleshooting chart that covers possible problems that might be encountered with EC500 operation Error conditions displayed on your administrative terminal are also covered If users report that EC500 calls are not being received on their cell phones first see Chapter 2 What To Do When Users Cannot Receive EC500 Calls then refer to the troubleshooting chart in this chapter For test procedures used to verify the connection to the cell phone see Chapter 4 Installation and Administration Test in the EC500 Release 3 Installation and Administration Guide If performing the procedures described in both this chapter and Chapter 2 do not resolve the problem contact your Avaya technician for assistance Issue 3 January 2002 1 1 Chapter 1 Basic Troubleshooting Figure 1 1 Error Conditions in the Operation of EC500 Suggested Action or Situation Possible Cause s Resolution Users cannot receive EC500 calls on their cell phones See the procedures in Chapter 2 What To Do When See the procedures in Chapter 2 What To Do Users Cannot Receive EC500
6. AVAYA EC500 Extension to Cellular Release 3 Troubleshooting Guide 210 100 102 Issue 3 Comcode 700211238 January 2002 AVAYA Copyright and Legal Notices Copyright 2002 Avaya Inc All Rights Reserved Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing However information is subject to change Avaya Web Page The World Wide Web home page for Avaya is http www avaya com Preventing Toll Fraud Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party for example a person who is not a corporate employee agent subcontractor or working on your company s behalf Be aware that there may be a risk of toll fraud associated with your system and that if toll fraud occurs it can result in substantial additional charges for your telecommunica tions services Avaya Fraud Intervention If you suspect you are being victimized by toll fraud and you need technical support or assistance call the appropriate Avaya National Customer Care Center telephone number Users of the MERLIN PARTNER and System 25 products should call 1 800 628 2888 Users of the System 75 System 85 DEFINITY Generic 1 2 and 3 and DEFINITY ECS products should call 1 800 643 2353 Providing Telecommunications Security Telecommunications security of voice data and or video commu nications is the prevention of any type o
7. C500 It is possible to set up the number of rings before coverage answers so that one or the other voice mail systems always answers first The user can contact the Cellular Service Provider to disable the service provider s voice mail system and also increase the number of rings when the phone is in a unreachable state i e an out of coverage area or when the phone is not turned ON However there are coverage options in both the Avaya Communications Server busy active send all calls and the network cell phone unavailable network congested that cause a call to immediately go to the respective voice mail Users should realize that an unanswered call could result in a voice mail message in either mailbox The user reports that he or she is missing calls at the office number because the cell phone voice mail is picking up the call instead The user has turned off the cell phone or the phone is in an out of coverage state When this is the case Service Providers usually have the calls routed to voice mail automatically There is no way to control this with EC500 It is recommended that EC500 be disabled prior to entering an out of coverage area or turning off the cell phone This allows the user to pick up the call on the office number or let the Corporate voice mail answer the calls Or the user can have the Cellular Service Provider disable that voice mail system or increase the number
8. are active you may need to administer more trunk ports If the trunk ports are in an out of service state m Verify that the trunk administration is correct as specified in the EC500 Release 3 Installation and Administration Guide s Chapter 3 Administration Check the yellow LED on the circuit packs used in the loop back arrangement If the yellow LED is ON but the trunk is down do a test board long clear lt ppcss gt for both the trunks in the loop back arrangement If this does not fix the problem continue with the procedures in the next step Perform Hardware Checks Ifthe yellow LED is OFF continue with the procedures in the next step Perform Hardware Checks Issue 3 January 2002 Procedures for Users Who Cannot Receive EC500 Calls on Their Cell Phones m Perform Hardware Checks If using DS1 loop back a f amphenol connector is being used Verify that the loop back cable is properly cross connected as specified in Chapter 2 Installation and Planning of the EC500 Release 3 Installation and Administration Guide lf the connection is correct the problem could be a bad cable Replace the cable m f a D8W connector is being used Verify that it is connected to Slot 8 of the Type 356A connector If the above check is OK the cause of the problem could be a bad cable Replace the cable The cause of the problem could also be that the 356A connector is bad Replac
9. bout This Document Purpose This guide describes suggested troubleshooting actions to resolve problems that may occur during EC500 operation Intended Audience The audience for this guide includes System Administrators Software Specialists and Avaya technical personnel Reason for Reissue This guide has been reissued to provide troubleshooting information for Release 3 of EC500 How to Use This Document This document is organized as follows Chapter 1 Basic Troubleshooting Provides a chart that covers the most common problems users may experience due to interaction between EC500 and their cellular service provider The chart also provides suggested actions resolutions to correct each problem Chapter 2 What To Do When Users Cannot Receive EC500 Calls Provides procedures for correcting situations which result in users not being able to receive EC500 calls on their cell phones Issue 3 January 2002 vii About This Document Related Documentation viii Related documentation Avaya EC500 Release 3 Extension to Cellular Installation and Administration Guide Issue 3 January 2002 210 100 500 Avaya EC500 Release 2 Extension to Cellular Installation and Administration Guide Issue 2 July 2001 210 100 500 Avaya EC500 Extension to Cellular Installation Administration Guide Issue 1 February 8 2001 210 100 500 Avaya EC500 Extension to Cellular Release 3 User Guide Issue 3 January 2002 210 100
10. e the connector If using H 323 IP trunks for the loop back arrangement a Verify that the administration is as specified in the EC500 Release 3 Installation and Administration Guide s Chapter 3 Administration Busy out and release the two signalling groups associated with EC500 loopback m See maintenance documentation that can be obtained from the web site http prodpubs avaya com final definity r9 5 233758_3 pdf 6 Check the COR of the inbound trunk in the loop back arrangement and verify that the trunk does not have calling restrictions that it is not outward restricted and that its Facility Restriction Level FRL is sufficient to access an external ISDN trunk facility If any such problems are found administer the right COR for that trunk 7 Check the ARS Analysis table and make sure that there is an entry to route the cell phone number over an ISDN trunk on the switch If the problem cannot be corrected by following the above procedure s or those listed in Chapter 1 escalate the issue to an Avaya technician In addition to the checks listed above verify with the technician that the EC500 XMOBILE station is not restricted from receiving incoming calls Issue 3 January 2002 2 3 Chapter 2 What To Do When Users Cannot Receive EC500 Calls 2 4 Issue 3 January 2002
11. ers Cannot Receive EC500 Calls Introduction Most problems reported by EC500 users are not likely to be problems with EC500 itself In most cases reported problems are caused by unexpected interaction between the Cellular Service Provider and EC500 features This chapter provides troubleshooting procedures to follow when users cannot receive EC500 calls on their cell phones A basic EC500 troubleshooting chart covering other possible problems that might be encountered with EC500 operation can be found in Chapter 1 Basic Troubleshooting as can information on error codes you may see on your administrative terminal For test procedures used to verify the connection to the cell phone see Chapter 4 Installation and Administration Test in the EC500 Release 3 Installation and Administration Guide Procedures for Users Who Cannot Receive EC500 Calls on Their Cell Phones If an EC500 user is not able to receive EC500 calls on the cell phone follow these procedures in the suggested order to isolate and fix the problem After each step you may want to verify that the problem has been fixed by making an EC500 call to the mapped cell phone 1 Verify that you can call the cell phone from the switch This also verifies that the user s service contract with the Cellular Service Provider CSP is active and that the user gets good coverage in that area Issue 3 January 2002 2 1 Chapter 2 What To Do When Users Cannot Receive
12. f intrusion to that is either unauthorized or malicious access to or use of your com pany s telecommunications equipment by some party Your company s telecommunications equipment includes both this Avaya product and any other voice data video equipment that could be accessed via this Avaya product i e networked equip ment An outside party is anyone who is not a corporate employee agent subcontractor or working on your company s behalf Whereas a malicious party is anyone including someone who may be otherwise authorized who accesses your telecommunica tions equipment with either malicious or mischievous intent Such intrusions may be either to through synchronous time mul tiplexed and or circuit based or asynchronous character mes sage or packet based equipment or interfaces for reasons of e Utilization of capabilities special to the accessed equipment Theft such as of intellectual property financial assets or toll facility access e Eavesdropping privacy invasions to humans e Mischief troubling but apparently innocuous tampering e Harm such as harmful tampering data loss or alteration regardless of motive or intent Be aware that there may be a risk of unauthorized intrusions asso ciated with your system and or its networked equipment Also realize that if such an intrusion should occur it could result in a variety of losses to your company including but not li
13. g at the switch level and the regular call waiting capability provided by the Cellular Service Provider then handles the call waiting feature The EC500 cell phone call into the office switch fails to provide the office caller ID The Cell Phone Number field administered for the EC500 XMOBILE station does not have the required entry Enter the full caller ID number in the Cell Phone Number field External trunks serving the cell phone are using a non ISDN trunk Change the routing administration to route over an ISDN trunk The XMOBILE station is not bridged to the user s desk phone Bridge the XMOBILE station to the user s desk phone The Mapping Mode field administered for the EC500 XMOBILE station does not contain origination or both Enter origination or both in the Mapping Mode field The external inbound call is not entering into the switch over an ISDN trunk Contact the ISDN Service Provider to ensure that inbound calls enter the switch via an ISDN trunk The external inbound call does not enter the switch on which the EC500 Cell Phone s XMOBILE station is administered Create an XMOBILE station for the EC500 Cell Phone with the proper mapping on the switch that the call enters Issue 3 January 2002 1 5 Chapter 1 Basic Troubleshooting Situation Possible Cause s Suggested Action or Resolution The EC500 cell phone call into t
14. he office switch fails to provide the office caller ID Continued The calling number is manipulated on the inbound trunk form Administer the EC500 XMOBILE station s Ce11 Phone Number field to match the modified calling number The Cellular Service Provider does not send the calling number Call the Cellular Service Provider to allow the caller ID to be sent Someone else happened to be on a call at the same time on the user s desk phone and on the same line appearance as the originating EC500 Cell Phone call Move the bridged line appearance to a button unlikely to be used by another phone call The Avaya Communications Server does not allow a default entry of extensions that is instead of entering the extension followed by the key just entering alone The cell phone number is not properly mapped See The EC500 cell phone call into the office switch fails to provide the office caller ID above and on the previous page An intercept tone is received when attempting to Enable Disable EC500 that is enter the Feature Access Code Station Security Code and The user has used the Station Security Code of the XMOBILE extension and it is different from that of the principal The user must enter the code of the principal extension 1 6 Issue 3 January 2002 Terminal Error Codes Situation Possible Cause s Suggested Action or Res
15. iving television or radio antenna where this may be done safely To the extent possible relocate the receiver with respect to the telephone equipment e Where the telephone equipment requires ac power plug the telephone into a different ac outlet so that the telephone equipment and receiver are on different branch circuits Part 15 Personal Computer Statement This equipment has been certified to comply with the limits for a Class B computing device pursuant to Subpart J of Part 15 of FCC Rules Only peripherals computing input output devices terminals printers etc certified to comply with the Class B limits may be attached to this computer Operation with non certified peripherals is likely to result in interference to radio and television reception Part 68 Network Registration Number This equipment is registered with the FCC in accordance with Part 68 of the FCC Rules Part 68 Answer Supervision Signaling Allowing this equipment to be operated in a manner that does not provide proper answer supervision signaling is in violation of Part 68 Rules This equipment returns answer supervision signals to the public switched network when e Answered by the called station e Answered by the attendant e Routed to a recorded announcement that can be administered by the CPE user This equipment returns answer supervision signals on all DID calls forwarded back to the public switched telephone network Permissible exceptions are
16. mited to human data privacy intellectual property material assets finan cial resources labor costs and or legal costs Your Responsibility for Your Company s Telecommunications Security The final responsibility for securing both this system and its net worked equipment rests with you an Avaya customer s system administrator your telecommunications peers and your managers Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to e Installation documents e System administration documents e Security documents e Hardware software based security tools e Shared information between you and your peers e Telecommunications security experts To prevent intrusions to your telecommunications equipment you and your peers should carefully program and configure your e Avaya provided telecommunications systems and their interfaces e Avaya provided software applications as well as their underlying hardware software platforms and interfaces e Any other equipment networked to your Avaya products Avaya does not warrant that this product or any of its networked equipment is either immune from or will prevent either unautho rized or malicious intrusions Avaya will not be responsible for any charges losses or damages that result from such intrusions Federal Communications Commission Statement Part 15 Class A Statement This equipment has been tested a
17. nd found to comply with the limits for a Class A digital device pur suant to Part 15 of the FCC Rules These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instructions may cause harmful interference to radio communications Opera tion of this equipment in a residential area is likely to cause harm ful interference in which case the user will be required to correct the interference at his own expense Part 15 Class B Statement This equipment has been tested and found to comply with the limits for a Class B digital device pursu ant to Part 15 of the FCC Rules These limits are designed to pro vide reasonable protection against harmful interference in a residential installation This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instructions may cause harmful interference to radio communications However there is no guarantee that interference will not occur in a particular installation If this equip ment does cause harmful interference to radio or television recep tion which can be determined by turning the equipment off and on the user is encouraged to try to correct the interference by one or more of the following measures e Reorient the rece
18. olution When attempting to Enable Disable EC500 an intercept tone is received The XMOBILE Type administered on the Station screen for the XMOBILE station is not EC500 Change the XMOBILE Type administered on the Station screen to EC500 The XMOBILE station s XMOBILE Type field is EC500 and Configuration Set is not administered for dtmf Access the associated Configuration Set screen and ensure that the entry in the Post Connect Dialing Option field is dtmf The office caller ID is that of the origination mapped EC500 XMOBILE station and not that of the principal extension The XMOBILE station is not bridged to the principal Bridge the XMOBILE station to the principal extension Terminal Error Codes When the service state of an XMOBILE station changes from In Service to Out of Service error type 18 is logged in the error log against the XMOBILE station and a warning alarm is raised and logged in the alarm log When the service state of an XMOBILE station changes from Out of Service to In Service error type 18 is removed from the error log and the warning alarm is removed from the alarm log See Chapter 5 Maintenance in the EC500 Release 3 Installation and Administration Guide for more information on busy out and release maintenance commands Issue 3 January 2002 1 7 Chapter 1 Basic Troubleshooting 1 8 Issue 3 January 2002 Chapter 2 What To Do When Us
19. ons Center Obtaining Products To learn more about Avaya products and to order products contact Avaya Direct the direct market organization of Avaya Inc Access their web site at www avayadirect com Or call the following numbers customers 1 800 451 2100 account executives 1 888 778 1880 voice or 1 888 778 1881 fax Warranty Avaya provides a limited warranty on this product Refer to the Limited Use Software License Agreement card pro vided with your package European Union Declaration of Conformity The CE mark affixed to the equipment means that it con forms to the above directives Avaya Inc declares that equip ment specified in this document conforms to the referenced European Union EU Directives and Harmonized Standards listed below EMC Directive 89 336 EEC Low Voltage Directive 73 23 EEC Acknowledgment This document was prepared by Avaya Inc Denver CO Contents eee About This Document Purpose vii a Intended Audience vii Reason for Reissue vii a Howto Use This Document vii a Related Documentation viii ee Chapter1 Basic Troubleshooting m Introduction 1 1 Error Conditions in the Operation of EC500 1 2 Terminal Error Codes 1 7 Chapter 2 What To Do When Users Cannot Receive EC500 Calls m Introduction 2 1 Procedures for Users Who Cannot Receive EC500 Calls on Their Cell Phones 2 1 Issue 3 January 2002 v Contents vi Issue 3 January 2002 eee A
20. t entry on the ISDN public unknown numbering screen Verify that the entries on the ISDN public unknown numbering screen are correct The user reports that the cell phone is receiving a switch default caller identification number for calls from the Avaya Communications Server The ISDN Service Provider SP is replacing the caller identification with a fixed caller ID Escalate the issue to your Telecom Manager who may contact your ISDN SP to request that this be fixed or find an alternate ISDN SP that allows the caller identification to pass The switch is blocking the outgoing caller identification and is passing a default caller Change your switch administration to allow caller identification to go outside the switch 1 4 Issue 3 January 2002 Introduction Situation Possible Cause s Suggested Action or Resolution The user hears a beep while on a call originating from the Avaya Communications Server but is not able to use the call waiting feature on the cell phone to switch to the other call Most likely the user is hearing the tone provided by the Avaya Communications Server when call waiting is enabled at the switch You have two possibilities 1 communicate to the user that when a call waiting indication is heard but the user can t switch the call he or she needs to hang up on the first call in order to receive the call OR 2 disable call waitin
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