Troubleshooting guide

Introduction
17
Maintenance and software logs Collect the logs associated with the problem. For example, collect
errors on the maintenance port of the NSU.
Collect the Alarm log details.
On 3300 ICP systems, generate the system diagnostic report. (The
PSTSWLOG and XRTC logs are included.)
See MKB article 04-1000-00011 for instructions. The Mitel
Knowledge Base article explains how to collect specific logs if ESM
cannot be accessed.
Phone types What type of phones are on the system? Is there a specific phone
type that is exhibiting the problem? What is the firmware version?
Trunking
What types of trunks (PRI, BRI, LS, DID, XNET/IP, and so forth) are
on the system?
How are trunk groups set up?
How are the LS trunk descriptors programmed?
FAX Support What type of fax machines are installed? What is their make and
model number?
Are you using T.38 for faxing? Do the fax calls go over any IP
connection, IP trunks or SIP?
Contact telephone number and e-mail
address
Be prepared to provide the Mitel Technical Support technician with a
telephone number and e-mail address so that the technician can
contact you or provide your contact number to other support
specialists. If your call concerns an emergency problem, ensure that
you can be reached at the telephone number at any time. Don’t
provide a number that will forward the technician to voice mail. Don’t
provide a cell phone number that is likely to be unreachable
(out-of-range).
Table 2: Problem Details (continued)
Required Information Details
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