EC500 Extension to Cellular Release 3 Troubleshooting Guide 210-100-102 Issue 3 Comcode 700211238 January 2002
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.
Document” entitled “Related Resources.” 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 noncertified peripherals is likely to result in interference to radio and television reception.
Contents About This Document ■ ■ ■ ■ ■ Chapter 1: Basic Troubleshooting ■ ■ ■ Chapter 2: Purpose vii Intended Audience vii Reason for Reissue vii How to Use This Document vii Related Documentation viii Introduction 1-1 Error Conditions in the Operation of EC500 1-2 Terminal Error Codes 1-7 What To Do When Users Cannot Receive EC500 Calls ■ ■ 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
About 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.
About This Document Related Documentation 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 (210-100-700) Avaya EC5
Chapter 1: Basic Troubleshooting 1 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.
Chapter 1: Basic Troubleshooting Figure 1-1. Error Conditions in the Operation of EC500 Suggested Action or Resolution Situation Possible Cause(s) Users cannot receive EC500 calls on their cell phones. See the procedures in Chapter 2: What To Do When Users Cannot Receive EC500 Calls for detailed information on possible sources of the problem. See the procedures in Chapter 2: What To Do When Users Cannot Receive EC500 Calls for detailed instructions on troubleshooting this problem.
Introduction Suggested Action or Resolution Situation Possible Cause(s) 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 EC500.
Chapter 1: Basic Troubleshooting Suggested Action or Resolution Situation Possible Cause(s) 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.
Introduction Suggested Action or Resolution Situation Possible Cause(s) 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.
Chapter 1: Basic Troubleshooting Suggested Action or Resolution Situation Possible Cause(s) The EC500 cell phone call into the 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 Cell 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.
Terminal Error Codes Suggested Action or Resolution Situation Possible Cause(s) 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.
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Chapter 2: What To Do When Users Cannot Receive EC500 Calls 2 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.
Chapter 2: What To Do When Users Cannot Receive EC500 Calls 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). 2.
Procedures for Users Who Cannot Receive EC500 Calls on Their Cell Phones ■ Perform Hardware Checks: If using DS1 loop back: ■ If 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. — If the connection is correct, the problem could be a bad cable. Replace the cable.
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