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EC500
Extension to Cellular
Release 3
Troubleshooting Guide
210-100-102
Issue 3
Comcode 700211238
January 2002
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variety of losses to your company including, but not limited to, Copyright and Legal Notices human/data privacy, intellectual property, material assets, finan- cial resources, labor costs, and/or legal costs. Copyright 2002, Avaya, Inc. All Rights Reserved Your Responsibility for Your Company’s Telecommunications Security Notice The final responsibility for securing both this system and its net- Every effort was made to ensure that the information in this book worked equipment rests with yo
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Document” entitled “Related Resources.” Part 15: Personal Computer Statement. This equipment has been certified to comply with the limits for a Class B You can be placed on a standing order list for this and other computing device, pursuant to Subpart J of Part 15 of FCC documents you may need. For more information on standing Rules. Only peripherals (computing input/output devices, orders, or to be put on a list to receive future issues of this terminals, printers, etc.) certified to compl
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Contents About This Document Purpose vii Intended Audience vii Reason for Reissue vii How to Use This Document vii Related Documentation viii Chapter 1: Basic Troubleshooting 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 Introduction 2-1 Procedures for Users Who Cannot Receive EC500 Calls on Their Cell Phones 2-1 v Issue 3 January 2002
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Contents vi Issue 3 January 2002
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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. How to Use This Document This document is organized as follows: Chapter 1, Basic Troubleshooting - Provides a cha
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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
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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. For test procedures used to verify
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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 See the procedures in See the procedures in EC500 calls on their cell Chapter 2: What To Do When Chapter 2: What To Do phones. Users Cannot Receive When Users Cannot EC500 Calls for detailed Receive EC500 Calls for information on possible detailed instructions on sources of the problem. troubleshooting this problem. The use
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Introduction Suggested Action or Situation Possible Cause(s) Resolution The user reports that Incoming calls to an office It is possible to set up the voice mail messages are number are usually routed to number of rings before not going to the mailbox the resident AUDIX voice mail coverage answers so that of choice. after a pre-determined one or the other voice mail number of rings. For cell systems always answers phone calls, the same first. (The user can contact functionality exists fro
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Chapter 1: Basic Troubleshooting Suggested Action or Situation Possible Cause(s) Resolution The user reports that he Both XMOBILEs are bridged Check that the first or she is missing calls at to the same line appearance XMOBILE is bridged to the the office number on the principal phone. first line appearance and the because the cell phone second XMOBILE is bridged voice mail is picking up to the second line the call instead. appearance. (Continued...) The user reports that the The Avaya Com
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Introduction Suggested Action or Situation Possible Cause(s) Resolution The user hears a beep Most likely the user is hearing You have two possibilities: while on a call originating the tone provided by the 1) communicate to the user from the Avaya Avaya Communications that when a call waiting Communications Server, Server when call waiting is indication is heard, but the but is not able to use the enabled at the switch. user can’t switch the call, he call waiting feature on the or she nee
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Chapter 1: Basic Troubleshooting Suggested Action or Situation Possible Cause(s) Resolution The EC500 cell phone The calling number is Administer the EC500 call into the office switch manipulated on the inbound XMOBILE station’s Cell fails to provide the office trunk form. Phone Number field to caller ID. (Continued...) match the modified calling number. The Cellular Service Provider Call the Cellular Service does not send the calling Provider to allow the caller number. ID to be sent. So
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Terminal Error Codes Suggested Action or Situation Possible Cause(s) Resolution When attempting to The XMOBILE Type Change the XMOBILE Type Enable/Disable EC500, administered on the Station administered on the Station an intercept tone is screen for the XMOBILE screen to EC500. received. station is not EC500. The XMOBILE station’s Access the associated XMOBILE Type field is Configuration Set screen EC500 and Configuration and ensure that the entry in Set is not administered for the Post Co
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Chapter 1: Basic Troubleshooting 1-8 Issue 3 January 2002
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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. A basic EC500 troubleshooting chart covering other possible problems that might be e
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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. Use the status station command for the principal number that the XMOBILE is bridged to and verify that SAC or Call Forw
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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. If a D8W connector is being used: — Verify that it is connected t
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Chapter 2: What To Do When Users Cannot Receive EC500 Calls 2-4 Issue 3 January 2002
