LIB3.

book Page i Wednesday, May 20, 1998 12:37 PM

555-233-713
Comcode 108257783
Issue 1
June 1998
 [Link] Page ii Wednesday, May 20, 1998 12:37 PM

A relationship that’s responsive to you

Lucent Technologies Service Agreement

Helping you serve your company’s customers better

Three Ways the Service Agreement Relationship Delivers Real Value to Your Company

I — Additional support to maximize uptime

✺ Around-the-clock remote monitoring, proactive diagnosis and resolution delivered
in seconds
– Possible only with Lucent Technologies Expert Systems
✺ Priority response times, and the right technical skills & necessary parts on-site
– Intelligent dispatch possible only with Lucent Technologies Expert Systems
✺ Fast and effective mobilization of resources and equipment in the event of an
emergency
– Emergency Service Plan restores phone service with interim systems

II — Proactive response to your company’s needs

✺ Unprecedented hacker protection to manage the risk of toll fraud related losses
– System security includes toll fraud security checks and offers toll fraud
indemnification
✺ Proactive notice of new developments that enhance your system’s quality and
reliability
– Quality Protection Plan includes hardware, software, and labor scheduled
proactively with you

III — The help that your company expects and deserves

✺ The DEFINITY Helpline provides personal assistance from experts to answer
questions and provide advice
– Access to support from the National Customer Care Center
✺ Web-based assistance: access to unique features for managing your communications
– On-line technical information, support, and status at:
[Link]

✺ Answers that maximize your company’s communications, quickly and consistently

– Ready access to service professionals and to Bell Laboratories Expertise
Value Available Only Through a Lucent Service Agreement
Available through Lucent Authorized Dealers subscribing to ServiceSpan II
Please contact your account representative for more information on Lucent Service Agreement Support
 [Link] Page iii Wednesday, May 20, 1998 12:37 PM

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Page iii

Credits

Patrons Curtis Weeks

Supporters Ed Cote, Randy Fox, Jerry Peel,

Pam McDonnell

Writers Renee Getter, Cindy Bittner, Larry Brown,

Kim Livingston, Bob Sisterhen

Graphics Laurie King, Karen Consigny

Production Jacki Rosellen, LeRoy Schug, Kevin Evert

Kimberly King

Contributors Cathi Schramm, Robert Plant,

John O’Keefe

Web/CD Production Ellen Heffington, Brian Felder

Special Thanks to

Kim Santich — Customer Champion; Steven Gaipa —

Marketing; Rick Thompson — DEFINITY User Group; Doug
Schneider, Marcia Bubeck, Barry Bunch, Dan Selvig, and Pat
Dolphin — DEFINITY Helpline; Dave Bancroft, Pam Terry,
and R. D. Wood — Technical Service Center; Sherilyn
McDaniel, Norma Kugler, and Dorothy Quintana — Lucent
Switch Administrators
 [Link] Page iv Wednesday, May 20, 1998 12:37 PM

Copyright  1998, Lucent Technologies This equipment generates, uses, and can radiate radio
All Rights Reserved frequency energy and, if not installed and used in
Printed in U.S.A. accordance with the instruction manual, may cause
harmful interference to radio communications.
Notice Operation of this equipment in a residential area is
Every effort was made to ensure that the information in likely to cause harmful interference, in which case the
this book was complete and accurate at the time of user will be required to correct the interference at his
printing. However, information is subject to change. own expense.

Your Responsibility for Your System’s Security Ordering Information

Toll fraud is the unauthorized use of your Call: Lucent Technologies Publications Center
telecommunications system by an unauthorized party, International Voice 317 322-6416
for example, persons other than your company’s Fax 1 800 457-1764
employees, agents, subcontractors, or persons working International Fax 317 322-6699
on your company’s behalf. Note that there may be a Write: Lucent Technologies Publications Center
risk of toll fraud associated with your 2855 N. Franklin Rd.
telecommunications system and, if toll fraud occurs, it Indianapolis, IN 46219
can result in substantial additional charges for your Order: Document No.555-233-713, Issue 1
telecommunications services. Comcode 108257783, June 1998

You and your system manager are responsible for the You can be placed on a Standing Order list for this and
security of your system, such as programming and other documents you may need. Standing Order will
configuring your equipment to prevent unauthorized enable you to automatically receive updated versions
use. The system manager is also responsible for of individual documents or document sets, billed to
reading all installation, instruction, and system account information that you provide. For more
administration documents provided with this product in information on Standing Orders, or to be put on a list to
order to fully understand the features that can introduce receive future issues of this document, please contact
risk of toll fraud and the steps that can be taken to the Lucent Technologies Publications Center.
reduce that risk. Lucent Technologies does not warrant
that this product is immune from or will prevent European Union Declaration of Conformity
unauthorized use of common-carrier Lucent Technologies Business Communications
telecommunication services or facilities accessed Systems declares that DEFINITY equipment specified
through or connected to it. Lucent Technologies will in this document conforms to the referenced European
not be responsible for any charges that result from such Union (EU) Directives and Harmonized Standards
unauthorized use. listed below:
EMC Directive89/336/EEC
Lucent Technologies Fraud Intervention Low Voltage Directive73/23/EEC
If you suspect that you are being victimized by toll The “CE” mark affixed to the
fraud and you need technical support or assistance, call equipment means that it
Technical Service Center Toll Fraud Intervention conforms to the above Directives.
Hotline at 1 800 643-2353.
Acknowledgment
Federal Communications Commission Statement This document was prepared by the Product
Part 15: Class A Statement. This equipment has been Publications group, Lucent Technologies, Denver, CO.
tested and found to comply with the limits for a Class
A digital device, pursuant 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.
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Page v

Contents
Lucent Technologies Service Agreement ii
Contents v
Welcome viii
■ Why this new book? viii
■ We wrote this book for you! viii
■ What information is in this book? ix
■ How to use this book x
■ Security concerns xii
■ Trademarks and service marks xii
■ Related books xiii
■ Tell us what you think! xiii
■ How to get this book on the web xiv
■ How to order more copies xiv
■ How to get help xv
Keeping system information 1
■ Keeping baseline information 1
■ Retrieving baseline information 2
■ Securing backups 4
Checking system status 5
■ Problem-solving strategies 5
Viewing the system status 6
Viewing general system operations 7
Viewing the status of a station 8
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Viewing the status of your cabinets 9

Viewing changes to the system (history report) 10
■ How can Lucent help? 11
Solving common problems 13
■ Diagnosing a problem 13
■ Solving common phone problems 14
The user cannot dial out 15
Incoming calls ring but do not reach the user 16
The message lamp on the phone does not go out 17
Diagnosing general trunk problems 17
Diagnosing tie trunk problems 17
Diagnosing modem problems 18
Diagnosing printer troubles 18
Diagnosing password, login, and
terminal access problems 19
Diagnosing SAT problems 19
■ Solving call center problems 19
Can’t record an announcement on
Integrated Announcement Boards 20
Callers don’t hear announcement 21
A device in an Auto Answer hunt group
doesn’t respond 22
Too many abandoned calls 22
Customers complain they get a busy signal 23
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Alarms and errors 25

■ Maintenance reports 25
Alarm logs 31
Clearing alarm logs 34
Assigning alarm buttons 34
■ Understanding common error types 34
Error type 18 — busied out 35
Error type 513 — equipment “missing” 36
Error type 1 — circuit pack removed 37
■ Preventing alarms and errors 37
Turn off maintenance 38
Remove unused circuit packs 39
DS1 administration 39
Using features to troubleshoot 41
■ Using features to troubleshoot 41
Automatic Circuit Assurance 41
Busy Verify 43
Facility Busy Indication 46
Facility Test Calls 47
Trunk Identification 49
Contacting Lucent 51
■ Preparing to contact Lucent 51
■ Contacting Lucent 53
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Page viii

Glossary 55
Index 63

Customer Self-Service Center web site 71

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Welcome
Why this new book? Page ix

Welcome

Why this new book?

You’ve told us that you want more information on how to keep
your DEFINITY system up and running, and we’ve been
listening. This book contains the basic technical knowledge you
need to understand your telephone system. There are some
differences between the different versions of DEFINITY, but the
information provided will help you with the most basic
operations.

We wrote this book for you!

Use this book if you are a DEFINITY system administrator. Mark
it up, make notes in it. If you are a new administrator taking over
the position from someone else or if you simply want to refresh
your memory, this book is for you.
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Welcome
What information is in this book? Page x

What information is in this book?

The Little Instruction Book for basic diagnostics is divided into
sections to guide you through your day-to-day operations.

Keeping system information explains what kind of baseline

information you should keep and how to retrieve the information
from your switch. It also shows you how to verify that your
backups are successful.

Checking system status explains different problem-solving

strategies. It also tells you how to view the status of your system
and any changes that have been made.

Solving common problems tells you what questions to ask to

solve common problems. It walks you through examples of
diagnosing and correcting typical problems, and explains how to
solve basic call center problems.

Alarms and errors provides information on maintenance

reports, frequently-encountered error types, and how to prevent
some alarms and errors.

Using features to troubleshoot explains how to use specific

features to determine the status of phones, trunk lines, and
facilities.

Contacting Lucent explains how to escalate problems to Lucent

and lists what information you should gather before you call.
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Welcome
How to use this book Page xi

How to use this book

Become familiar with the following terms, procedures, and
conventions. They help you use this book with your telephone
system and its software.
■ To “move” to a certain field, you can use the TAB key,
arrows, or the RETURN key.
■ A “screen” is a screen form displayed on the terminal
monitor.
■ In this book we always use the term phone; other Lucent
books may refer to phones as voice terminals.
■ If you use terminal emulation software, you need to
determine which keys correspond to ENTER, RETURN,
CANCEL, HELP, NEXT PAGE, etc.

■ Commands are printed in bold face as follows: command.

■ Keys and buttons are printed as follows: KEY.
■ Screen displays are printed in constant width as follows:
screen display.
■ Variables are printed in italics as follows: variable.
■ We show complete commands in this book, but you can
always use an abbreviated version of the command. For
example, list configuration station can be entered as list
config sta.

■ We show commands and screens from the newest

DEFINITY telephone system and refer to the most
recently released books. Please substitute the appropriate
commands for your system (if necessary) and refer to the
manuals you have on hand.
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Welcome
How to use this book Page xii

■ If you need help constructing a command or completing a

field entry, remember to use HELP.
— When you press HELP at any point on the command line,
a list of available commands appears.
— When you press HELP with your cursor in a field on a
screen, a list of valid entries for that field appears.
■ The status line or message line can be found near the
bottom of your monitor display. This is where the system
displays messages for you. Check the message line to see
how the system responds to your input. Write down the
message if you need to call our helpline.
■ When a procedure requires you to press ENTER to save your
changes, the screen you were working on clears and the
cursor returns to the command prompt. The message line
shows “command successfully completed” to
indicate that the system accepted your changes.

You may see the following icons in this book:

Tip:
Draws attention to information that you may find helpful.

NOTE:
Draws attention to information.
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Welcome
Security concerns Page xiii

! CAUTION:
Denotes possible harm to software, possible loss of data, or
possible service interruptions.

! SECURITY ALERT:
Indicates when system administration may leave your
system open to toll fraud.

Security concerns
Toll fraud is the theft of long distance service. When toll fraud
occurs, your company is responsible for charges. However,
Lucent will indemnify your organization for toll fraud charges
when your company completes our Service Agreement Indemnity
Enhancement Certification.

Call the Lucent Technologies Security Hotline at 1-800-643-2353

or contact your Lucent account representative for more
information. Refer to the BCS Products Security Handbook for
tips on how to prevent toll fraud.

Trademarks and service marks

The following are registered trademarks of Lucent Technologies:

■ AUDIX® ■ DEFINITY®
■ Callmaster® ■ Intuity®
■ CONVERSANT®

Acrobat® is a registered trademark of Adobe Systems

Incorporated.
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Welcome
Related books Page xiv

Related books
DEFINITY System’s Little Instruction Book for basic
administration and DEFINITY System’s Little Instruction Book
for advanced administration are companions of this book. We
suggest you use them often.

The DEFINITY ECS Administration and Feature Description

explains system features and interactions in detail. It provides a
reference for planning, operating, and administering your system,
and we refer to it often. Please note that prior to April 1997, this
same information was in two separate books: the DEFINITY
Implementation and the DEFINITY Feature Description books.

We also refer to DEFINITY ECS Overview and BCS Products

Security Handbook.

Tell us what you think!

Let us know what you like or don’t like about this book. Although
we can’t respond personally to all your feedback, we promise we
will read each response we receive.

Write to us at: Lucent Technologies

Product Documentation Group
Room 22-2H15
11900 North Pecos Street
Denver, CO 80234 USA

Fax to: DEFINITY documentation team

303-538-1741

Send email to: document@[Link]

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Welcome
How to get this book on the web Page xv

How to get this book on the web

If you have internet access, you can view and download the latest
version of DEFINITY System’s Little Instruction Book
for basic diagnostics. To view the book, you must have a copy of
Acrobat Reader.

To access the latest version:

1. Access the Customer Self-Service Center web site at
[Link]
2. Click Enhanced Services.
3. Click ELMO.
4. Enter your IL to access the library.
5. Enter 555-233-713 (the document number) to view the
latest version of the book.

How to order more copies

Call: Lucent Technologies Publications Center
Voice 1 800 457-1235
Fax 1 800 457-1764
International Voice 317 322-6416
International Fax 317 322-6699

Write: Lucent Technologies Publications Center

2855 N. Franklin Rd., Indianapolis, IN 46219

Order: Document No. 555-233-713

Comcode 108257783, Issue 1, June 1998
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Welcome
How to get help Page xvi

We can place you on a standing order list so that you will

automatically receive updated versions of this book. For more
information on standing orders, or to be put on a list to receive
future issues of this book, please contact the Lucent Technologies
Publications Center.

How to get help

If you need additional help, the following services are available.
You may need to purchase an extended service agreement to use
some of these services. See your Lucent Technologies
representative for more information.

DEFINITY Helpline (for help with feature 1-800-225-7585

administration and system applications)
Lucent Technologies National Customer 1-800-242-2121
Care Center Support Line (for help with
maintenance and repair)
Lucent Technologies Toll Fraud Intervention 1-800-643-2353
Lucent Technologies Corporate Security 1-800-822-9009
Lucent Technologies Centers of Excellence
— Asia/Pacific 65-872-8686
— Western Europe/Middle East/South 441-252-391-889
Africa
— Central/Eastern Europe 361-270-5160
— Central/Latin America Caribbean 1-303-538-4666
— North America 1-800-248-1111
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Keeping system information
Keeping baseline information Page 1

Keeping system information

This section explains what kind of system records to keep and

how to collect the data. It also tells you how to make sure your
backups are successful.

Keeping baseline information

Baseline information consists of:
■ the original switch configuration
■ any upgrades and changes
■ switch capabilities (for example, if your company uses a
call center or telecommuting)

The very best set of records starts with information on the

original set up of your switch. Most companies keep at least one
paper copy of baseline information, with duplicate paper or
electronic copies kept off site. Update this information any time
you make changes to your switch.

Use baseline information to help you diagnose problems with

your phone system. Also, this information is crucial in the event
you need to reconstruct the information on your switch, such as in
a disaster recovery.
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Keeping system information
Retrieving baseline information Page 2

Tip:
Lucent Technologies Warranty and Service Agreement customers
are automatically enrolled in the Emergency Service Plan. The
plan provides coverage for disasters such as fire, flood, and
storms. Under this plan, Lucent restores basic telephone service
on a priority basis. We can also lease a DEFINITY system to
Warranty and Service Agreement customers or can ship a
replacement DEFINITY system, if necessary.

Retrieving baseline information

You can retrieve much of the hardware and configuration
information you need right from your system administration
terminal (SAT).
■ Use display commands to see individual records.
■ Use list commands to view a group of records.
■ Add print to display or list commands to create paper
copies of the records from your switch.

Tip:
Be sure your printer is set up to print from the SAT. See
DEFINITY System’s Little Instruction Book for basic
administration for more information.

Keep track of the equipment and settings listed in the following

table. Use the commands in this table to access the appropriate
screens.
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Keeping system information
Retrieving baseline information Page 3

switch component information group records individual records

switch the features your display system parameters

configuration company purchased customer

switch capacity capacities enabled on display capacity

your switch

cabinets and number of cabinets and list cabinet

carriers carriers

circuit packs board type and vintage list configuration all display circuit-packs

trunks type of service list trunk-group display trunk-group n

phones model number, extension list station display station n

number, name, location, list extension-type display extension n
cable, and jack

class of restriction calling privileges list cor display cor n

(COR)

class of service display cos

(COS)

feature access display

codes feature-access-codes

feature parameters display system-parameters

features

dial plan display dial plan

coverage paths list coverage path display coverage path

n

announcements extension, type, name, display announcements

port

vectors Vector Directory Number list vector display vector n

(VDN), vector number list VDN display VDN n

hunt groups list hunt-group display hunt-group n

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Keeping system information
Securing backups Page 4

Securing backups
Backup your system regularly to keep your records up to date.
■ Use save translations to backup changes to your switch.
■ Use save announcements to backup changes to
announcements.

To verify that a backup was successful, review the Command

Completion Status field.
■ If the status field says Success, then the backup of the
translations or the announcements was successful.
■ If the status field does not say Success, record the Error
Code and use the following list to determine what
happened:
— 1 = unable to save to active-spe device
— 2 = unable to save to standby-spe device

Tip:
See DEFINITY System’s Little Instruction Book for basic
administration for more information on performing backups.
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Checking system status
Problem-solving strategies Page 5

Checking system status

This section explains how to use switch information to keep track

of the general health and status of your system. It tells you how to
access system-wide and individual information, and describes
how to check when changes are made to your system.

Problem-solving strategies
As an administrator, one of your responsibilities is to check the
status of your switch to determine whether it is performing
properly. This is a proactive approach to system diagnostics.
■ Use the status command to check on the operation of your
system. See ‘‘Viewing the system status’’ on page 6 for
more information.
■ Use display alarms and display errors to closely monitor
your switch. See ‘‘Alarms and errors’’ on page 25 for more
information.

Another of your responsibilities is to respond to reports of phone

problems from your users. You generally have to use a reactive
approach to system diagnostics to perform this important
function. See ‘‘Solving common problems’’ on page 13 for more
information.
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Checking system status
Problem-solving strategies Page 6

Viewing the system status

Use system status screens to monitor various parts of your
system. To be prepared for problems, you’ll want to become
familiar with what these reports look like when your system is
operating well.

To view a list of the types of status reports you can run:

1. Type status and press HELP.
The Help screen appears.
This screen lists all the possible items for which you can
request status.

Please enter one of the following object command words:

access-endpoint interface radio-controller
administered-connection isdn-testcall remote-access
attendant journal-link sp-link
audits link signaling-group
bri-port logins station
card-mem mst synchronization
cdr-link packet-control system
cleared-alarm-notif periodic-scheduled trunk
conference pms-link tsc-administered
data-module pri-endpoint tti
hardware-group processor-channels wt-upgrade
health

Help screen for status command

Let’s look at a few example status screens.

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Checking system status
Problem-solving strategies Page 7

Viewing general system operations

Use the status health screen to determine whether everything is
operating smoothly and to see a summary of your system status.
You can use this report to look at alarms, see if anything is busied
out, or check for any major problems.

To view the status health screen:

1. Type status health and press RETURN.
The Status Health screen appears.

ALARM SUMMARY CABINET STATUS

Major: 0 Emerg Alarms
Minor: 5 Cab Trans Mj Mn Wn PNC
Warning: 34 1 a-/on 0| 4| 32 up
BUSY-OUT SUMMARY 2 auto- 0| 1| 2 up
Trunks: 0 3 n.a. 0| 0| 0 dn
Stations: 1
Others: 0
PROCESSOR OCCUPANCY STATUS
Static: 0% SM: 1%
CP: 0% Idle: 99%
CRITICAL SYSTEM STATUS
Active SPE: B/auto
Duplicated? SPE:y
SPE Power: commercial
Time Source: primary
# Logins: 2
13:46 FRI MAR 27 1998

Status health screen

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Problem-solving strategies Page 8

Viewing the status of a station

Use status station to view the setup of each individual station.
This command is often the first place to gather information when
a user reports a problem with a phone.

For example, if a user tells you that the phone rings a short ring
and the call goes directly to coverage, use status station to see if
SAC is activated on the user’s extension.

To view the status of extension 7236:

1. Type status station 7236 and press RETURN.
The General Status screen appears. In our example, you
can see that this 7406+ phone is working properly
(in-service/on-hook), but send all calls (SAC) is active.
This would explain why they cannot answer their calls
before they go to coverage.

GENERAL STATUS
Type: 7406+ Service State: in-service/on-hook
Extension: 7236 Download Status: not-applicable
Port: 02A0306 SAC Activated? yes
Call Parked? no
Ring Cut Off Act? no
Call Parked? no User Cntrl Restr: none
Ring Cut Off Act? no Group Cntrl Restr: none
Active Coverage Option: 1 CF Destination Ext:

Message Waiting:
Connected Ports:

ACD STATUS HOSPITALITY STATUS

Grp/Mod Grp/Mod Grp/Mod Grp/Mod Grp/Mod AWU Call At:
/ / / / / User DND: not activated
/ / / / / Group DND: not activated
/ / / / / Room Status: non-guest room
On ACD Call? no

General Status screen

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Checking system status
Problem-solving strategies Page 9

Viewing the status of your cabinets

Use the system status cabinet screen to become familiar with the
service state of your individual cabinets. This screen also reports
any alarms against your cabinets.

To view the status of your system cabinets:

1. Type status system all-cabinets and press RETURN.
The System Status Cabinet screen appears.

SYSTEM STATUS CABINET 1

SELECT SPE ALARMS TONE/ SERVICE SYSTEM SYSTEM
SPE MODE SWITCH MAJOR MINOR CLOCK STATE CLOCK TONE
1A standby auto 0 0 1A in standby standby
1B active spe b 0 0 1B in active active
SERVICE CONTROL DEDICATED SERVICE BUS ALARMS BUS OPEN BUS
TDM STATE CHANNEL TONES PKT STATE MAJOR MINOR FAULTS LEADS
1B in n n
1A in y y 1 in n n 0 0
EMERGENCY SELECT SERVICE CABINET
TRANSFER SWITCH EXP-LINK STATE MODE TYPE
1A on 01A01-02A01 in active MCC
1B auto-off 01B01-02B02 in standby

System Status Cabinet screen

Using a number of the status commands can go a long way in

helping you know if your system is running OK.
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Problem-solving strategies Page 10

Viewing changes to the system (history report)

Use the history report to see what kind of changes have been
made to your system. For example, if users report that the
coverage on their phones is not working, check the history report
to see if any changes have been made to a coverage path.
The history report lists the date, time, login level, action taken,
and the screen for any change to your system. The history report
does not show you exactly what data or field was changed.

To view the history report and review the recent changes to your
system:
1. Type list history and press RETURN.
The History screen appears.

HISTORY
Date of Loaded Translation: 2:48pm Sat Jul 26, 1997
Date Time Port Login Actn Object Qualifier
3/16 2:33 INADS inads logn
3/16 1:16 INADS inads logf
3/16 1:16 MGR1 craft logf
3/16 0:39 INADS inads logn
3/15 7:17 MGR1 craft cha hunt-group 2
3/15 7:05 MGR1 craft cha system-param features
3/15 7:04 INADS inads logf
3/15 7:04 MGR1 craft cha system-param features
3/15 7:04 MGR1 craft cha coverage path 1
3/15 7:03 MGR1 craft cha system-param features
3/15 6:09 MGR1 craft cha console-para
3/15 6:06 MGR1 craft add station next
3/15 6:06 MGR1 craft add station next
3/15 5:35 MGR1 craft cha console-para

History screen
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How can Lucent help? Page 11

How can Lucent help?

With a Lucent Technologies Service Agreement or warranty
coverage, your DEFINITY system is linked to Lucent
Technologies Expert Systems for constant remote monitoring,
proactive diagnosis and trouble resolution. This electronic
monitoring is so effective that 70% of all troubles are remotely
identified, diagnosed, and resolved. This round-the-clock
coverage is the best in the industry, helping to provide maximum
up-time for your voice communication system.

Also, Lucent Technologies is the first in the industry to provide

Power Surge Protection, completely covering the costs of product
damage due to power surges. You are automatically covered if
your system is under Warranty or Service Agreement, and power
protection has been installed, all local and national electrical
codes have been followed, and Lucent site requirements have
been met. Service Agreement and warranty customers will
receive first priority toward resolution of these problems.
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Diagnosing a problem Page 13

Solving common problems

This section tells you the questions to ask and the information to
gather to solve some of the most basic phone problems. It also
describes how to solve common call-center problems.

Diagnosing a problem
As a system administrator, an important part of your job is to
respond to trouble calls from users. You can identify some of the
most common of these problems by following a few simple steps,
asking the right questions, and trying to recreate the problem.

Use a set of questions to determine if:

■ the equipment or process has worked before and is now
broken, or if this is a new set-up that you need to correct
■ the problem comes from your company’s own equipment,
or if the problem comes from your vendor
■ the problem originates within your switch, or if the source
of the problem is outside of your own facility
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Ask the following basic questions of yourself, your users, and

other switch administrators who work with you:
■ Is this a new feature or piece of equipment, or did it work
before but does not work now?
■ Does the trouble arise when dialing outside the switch,
dialing into the switch, or dialing inside the switch?
■ Can we duplicate the problem?

Solving common phone problems

This section describes the approach that many administrators take
to diagnose and correct common problems. Following is a list of
suggested actions you can take if you have a problem.
■ ask for the exact symptoms
■ try to duplicate the problem or have the user show you the
problem
■ look at the phone
■ find out if the phone was swapped out
■ check the physical connections (for example, see if the
phone is plugged in)
■ check that the phone is where it is supposed to be
■ try the phone at another location
■ ask if the cord or handset was changed
■ check status station
■ use display station to look at the station forms
page-by-page
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■ check the station forms for SAC, coverage paths

■ look at printed switch records for discrepancies
■ check the alarms and errors logs
■ clear any alarms and errors
■ test the boards

Let’s take a look at the types of problems users report to their

system administrators, and see how to diagnose and correct the
problem.

The user cannot dial out

A user calls to report that his phone “does not work.” Strangely
enough, this seems to be the most commonly reported problem!
Ask questions to find out what is really wrong and how to fix it.

To find out why a phone “does not work,” ask these questions:
■ How does the phone “not work?” Does the problem occur
when:
—they try to answer a ringing incoming call
—they try to make a call
■ If the problem occurs when they try to make a call, is the
call
—internal, station to station
—external, to an outside phone
■ Is the problem with just one number, or are they unable to
place any outgoing calls?
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■ Is this a new phone, or is this a new problem with an

existing phone (were they able to call out before)
■ Do they hear dial tone before they try to call?
■ What do they hear after they dial?
—a tone of some kind
—a message
—static
—nothing
■ If they hear a message after they dial, what is the exact
message?
If the message says that the call cannot be completed as
dialed, the problem is likely your ARS programming. See
DEFINITY System’s Little Instruction Book for basic
administration for more information on changing your
outbound routing.

Incoming calls ring but do not reach

the user
Another user calls to report that his phone “does not work.” Ask
questions similar to the ones listed above. You determine that the
user can call out, and that the phone rings but there is no call on
the line when the user picks up.

Type status station to see if send all calls is activated.

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The message lamp on the phone does not go out

This problem often occurs even when the messages associated
with the phone have been cleared.

Busyout and release the station to turn off the message lamp. See
‘‘Error type 18 — busied out’’ on page 35 for more information.

Diagnosing general trunk problems

The following questions help you determine a problem with a
trunk.
■ Is the trouble on every call or is the trouble intermittent?
■ Are you getting any sort of recordings when you try to dial
out on this trunk?
■ Can you identify the trunk in question?
Use a trunk access code (tac) to identify the trunk,
especially if the console has a trunk ID button.
■ Is there static on the call?
This is likely a problem with the trunk external to the
switch.
■ Have you notified your vendor of this problem?

Diagnosing tie trunk problems

■ Is the problem on incoming calls only?
■ Is the problem on outgoing calls only?
■ What happens when you try to use this trunk?
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■ Have you notified the T1 vendor?

■ Does this trunk connect to another location?
If so, try to determine the IL number of that location.
■ Do you know the circuit ID of this trunk?

Diagnosing modem problems

■ What is the extension of the modem?
■ Is the modem connected through the switch?
■ What is the modem connected to?
For example, computer, fax, or CMS?
■ Have the setup options been changed or checked recently?
■ What company manufactures the modem?
■ What is the model number?

Diagnosing printer troubles

■ What is the problem with the printer?
■ What is the printer used for?
For example, is it connected to the switch, CMS, CAS, or
maybe AUDIX?
■ Who manufactures the printer?
■ What is the model number?
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Diagnosing password, login, and

terminal access problems
If the problem is with remote dial-in access, ask:
■ How do you dial in?
■ What type of software or dialing program do you use?
■ What error messages do you see when you try to dial in?

If your password expired, is not working, or is incorrect, call

Lucent for assistance in getting the issue resolved.

Diagnosing SAT problems

■ What type of terminal is it?
■ What type of trouble are you having?

Solving call center problems

This section helps you identify and solve common problems
affecting hunt groups, splits, announcements, and caller access.

The tables below describe symptoms and solutions for common

problems in call centers not using ACD or call vectoring.
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Can’t record an announcement on

Integrated Announcement Boards
Possible Causes Solutions
You do not get port 0 when If port 0 is in use when you start to record an
you start to record an announcement, you hear a reorder (or fast-busy)
announcement. tone followed by silence. Redial the
announcement access code and extension every
45 seconds until your recording session is
successful.
The phone you are using to Use the station screen to change the COS for that
record the announcement phone to a different COS that has console
does not have a COS with permissions.
console permission.
The Pro (protected) field on Set this field to n to allow changes from a phone
the Recorded Announcements with console permissions.
screen is y.
The proper procedure was not Try again. Verify the Feature Access Code
used. (FAC) you’re using.
The extension you want to Check the number you’re dialing, or assign the
use is not assigned to an extension to an announcement on the Recorded
announcement. Announcements screen.
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Can’t record an announcement on

Integrated Announcement Boards
Possible Causes Solutions
There is insufficient time left Use list integrated-annc-boards to display
on the announcement board. the Integrated Announcement Board screen to
show the time remaining on each board.
■ Create a shorter announcement.
■ Shorten existing announcements.
■ Rerecord existing announcements at a lower
compression rate. Be sure the audio quality
at the lower compression rate is acceptable.
■ Delete some announcements.
■ Add an additional announcement board.

Callers don’t hear announcement

Possible Causes Solutions
All announcement Set the Q field on the Recorded Announcements
ports are frequently screen to y. (Set this field to y for every extension
busy and no queue is assigned to an integrated announcement board.) If the
administered for the problem continues, add another announcement board.
announcement.
No announcement is Dial the announcement extension. If you hear a fast
recorded. busy signal, there is no announcement. Record one.
The announcement Re-record the announcement.
board malfunctioned.
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A device in an Auto Answer hunt group

doesn’t respond
Possible Causes Solutions
The device is off or With UCD-MIA, since a malfunctioning unit will be
malfunctioning. the most idle port all calls to the hunt group may begin
to go to the malfunctioning device.
1. Dial each modem’s extension until you find the
one that isn’t answering.
2. Busy out that device, or remove its extension
number from the Hunt Group screen until the
device can be fixed.

Too many abandoned calls

Possible Causes Solutions
There is no coverage path. Assign a coverage point in the Coverage Path
field on the Hunt Group screen.
Announcements are not Create announcements that encourage callers to
being used or need to be wait. Tell callers their call is very important and
changed. ask them to stay on the line.
Customers aren’t willing to Add agents to reduce average speed of answer.
wait until the call is
answered.
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Customers complain they get a busy signal

Possible Causes Solutions
Trunk capacity is Check the system Trunk Summary report,
insufficient. including yesterday-peak, today-peak and last
hour. Print last-hour once an hour during business
hours.
Check the % ATB (All Trunks Busy) field for
both incoming and two-way trunks. If this figure
is consistently high for ONE-WAY incoming
trunks, calls are probably being blocked. Add
trunks.
If ARS is being used on a two-way trunk, it may
need further investigation.
DEFINITY ECS can’t tell you if calls are being
blocked in the central office. Ask your network
provider to do a traffic study on incoming calls
The administered queue Set the Queue Length field on the Hunt Group
length is too short. screen to a value equal to or greater than the
number of hunt group agents. Add more agents.
There’s no coverage path. Assign a coverage point in the Coverage Path
field on the Hunt Group screen.
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Maintenance reports Page 25

Alarms and errors

This section is for adventurous administrators who are curious

about how to diagnose and fix common problems. The
information here will help you understand how to read and
interpret:
■ error logs
■ alarm logs

Maintenance reports
Your DEFINITY system monitors many switch components.
When a component fails or performs unacceptably, the subsystem
generates two kinds of reports:
■ detailed reports in the error log
■ general reports in the alarm log
The system detects error conditions in its components through
maintenance objects (MO). MOs are the software modules that
monitor, test, and report possible fault conditions.
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Viewing error logs

It is a good idea to run and inspect error logs on a regular basis.
You can view all active system errors on the error log. You can
also specify a particular component of your system or a certain
time period to be reported on the error log.
To view the error log:
1. Type display errors and press RETURN.
The Error Report screen appears.

ERROR REPORT
The following options control which errors will be displayed.
ERROR TYPES
Error Type: Error List: active-alarms
REPORT PERIOD
Interval: a From: / / : To: / / :
EQUIPMENT TYPE ( Choose only one, if any, of the following )
Cabinet:
Port Network:
Board Number:
Port:
Category:
Extension:
Trunk ( group/member ): /

Error Report screen

2. To see all current errors, press RETURN

OR
Indicate the errors that you want to see by entering the
information requested in each field. See the field
descriptions listed in the following section.
3. Press ENTER to view the report.
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Error report field descriptions

Field What to enter

Error Type error type
Error List active-alarms, errors, or cleared-errors
Interval h(our), d(ay), w(eek), m(onth), a(ll)
From/To time interval by date and time
Cabinet cabinet number (1 - 44)
Port Network port network number (1 - 44)
Board Number 5-character board number in UUCSS format:
UU = cabinet (1-44), C = carrier (A-E), SS = slot (0-20)
Port 7-character port address in UUCSSss format:
UU = cabinet (1-44), C = carrier (A-E), SS = slot (0-20), ss = circuit
Category category name (choose from the list below):

adm-conn announce bri/asai cdr data-mod

detector dup-spe environ exp-intf ext-dev
generatr inads-link infc maint mass-st
mbus memory misc mmi mnt-test
modem mssnet pkt pms/jrnl pnc
pncmaint pnc-peer procr quick-st s-syn
spe stabd stacrk stations sys-link
sys-prnt tape tdm tone trkbd
trkcrk trunks vc vsp wideband
wireless

Extension assigned extension, or blank

Trunk Group group number between 1-666
Member group member between 1-255, or blank
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HARDWARE ERROR REPORT - ACTIVE ALARMS

Port Mtce Alt Err Aux First Last Err Err Rt/ Al Ac
Name Name Type Data Occur Occur Cnt Rt Hr St
01AXX1 PI-LINK 257 25 05/02/08:07 05/04/08:38 255 5 13 a n
01AXX1 PI-LINK 2049 1 05/02/12:03 05/02/12:03 1 0 0 a n
01AXX1 PI-LINK 257 25 05/02/18:48 05/03/13:57 2 0 0 a n
01A0101 DIG-LINE Attd1 1537 40968 05/02/12:29 05/02/12:29 1 0 0 a n
01A0101 DIG-LINE Attd1 513 0 05/02/12:29 05/02/12:29 3 0 0 a n

Hardware Error Report

Use the print command to print the report. Make special note of
the information in these fields:
■ The Port field contains information in several formats:
■ circuit pack address (UUCSS)
■ port address (UUCSSss)
■ 2-digit signaling number
■ administered port network number
■ Mtce Name (the name of the Maintenance Object)
■ Alt Name (the extension with the error)
In this example, Attd1 is the digital port with the errors.
■ Error Type (represents the error condition category)
■ Aux Data (represents a detail of the Error Type)
■ First Occur (indicates the date/time of the first occurrence)
■ Err Cnt (lists how many occurrences since the first one)
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Interpreting the error log

The Hardware Error Report above shows five error entries. The
switch detected an unplugged digital phone. Here is how to
interpret the report:
■ PI-LINK is the MO monitoring the processor interface
links to digital equipment, including adjuncts. You can see
that over 2 days (May 2-4) it incurred 255 type-257 errors,
1 type-2049 error, and 2 type-1 errors.
■ The DIG-LINE errors indicate that the system can’t find
the phone administered to port 01A0101. According to the
switch, that is supposed to be attendant 1 (Alt Name).

Notice that the error type and aux data fields for both MOs
contain many different numbers. The numbers are software codes
that represent a specific error condition.

Clearing the error

If an important component in your system fails, the software
records that “event” with code numbers in the error or alarm log.

To interpret the error codes and clear the error:

1. Look up the MO (for example, DIG-LINE or PI-LINK) in
the DEFINITY ECS Maintenance books for your switch.
2. Find the error type in the Hardware Error Type table for
that MO.
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3. Find the note associated with that error type for an

explanation of the conditions that generated the error.
4. Perform the recommended procedure to clear the error.
The recommended procedure may require you to test
alarmed components. Be sure to have test permissions
enabled.
If any tests fail or abort, you will get an error code for the
test.
5. Look up the test error code by MO in your DEFINITY ECS
Maintenance books.
6. Find the numbered test listed in the test results.
7. Look for the correct combination of error code and test
result in the numbered-test tables.
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Alarm logs
Alarms are classified as major, minor, or warning, depending the
degree of severity and the effect on the system.

reported to reported
warning level and description INADS? to console? take this action
major Y Y Immediate
Critical service degradation (occurs after 4 attention
attempts to
call INADS)
minor Y Y Check to see
Some service degradation, but system (occurs after 4 what service is
is operable, usually limited to a few attempts to affected
trunks or stations or a single feature. call INADS)
warning N N Monitor the
Failure that causes no significant (INADS can situation; check
service degradation receive for service or
Note: DS1 off board faults (error type some equipment
138) generate warning alarms only, downgraded interruption or
indicating a customer network warning failure outside
problem. In this case, warning alarms alarms) the switch.
can cause critical service degradation.

Alarms are further classified as:

■ on-board problems originate within the circuitry of the
alarmed circuit pack
■ off-board problems originate in a process or component
that is external to the circuit pack
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Reading the alarm log

Let’s look at an alarm log that results from an unplugged digital
phone.

To the view the alarm log:

1. Type display alarms and press RETURN.
The Alarm Report screen appears.

ALARM REPORT
The following options control which alarms will be displayed.
ALARM TYPES
Active? y Resolved? n
Major? y Minor? y Warning? y
REPORT PERIOD
Interval: m From: / / : To: / / :
EQUIPMENT TYPE ( Choose only one, if any, of the following )
Cabinet:
Port Network:
Board Number:
Port:
Category:
Extension:
Trunk ( group/member ): /

Alarm Report screen

2. Indicate which alarms you want to view by entering y and

ENTER after each alarm type.

Tip:
Unless you can restrict the trouble to a particular time
period, press ENTER to see all active alarms.

If you choose n for major alarms and y for minor and

warning alarms, you will not see the high-level
information that you may need to determine what is wrong
with your system.
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3. Press ENTER to view the alarm report.

4. The alarm report screen appears.

ALARM REPORT
Port Maintenance On Alt Alarm Svc Ack? Date Date
Name Brd? Name Type State 1 2 Alarmed Resolved
01AXX1 PI-LINK n WARNING 05/02/09:48 00/00/00:00
01AXX1 PI-LINK n WARNING 05/02/09:48 00/00/00:00
01A0101 DIG-LINE n Attd1 WARNING RDY 05/02/12:29 00/00/00:00
01A0101 DIG-LINE n Attd1 WARNING RDY 05/02/12:29 00/00/00:00
01AXX1 PI-LINK n WARNING 05/02/18:49 00/00/00:00

Alarm Report screen

Interpreting alarm logs

The Alarm Report lists the major alarms first, followed by the
minor and warning alarms.

The alarm log in the example above shows:

■ a processor interface link (PI-LINK) at address 01AXX1
has alarmed three times on May 2 with off-board
(On Brd? = n) warnings.
■ the same port (01A0101) on a digital line (DIG-LINE)
circuit pack has alarmed twice on May 2 in response to
two different error counters (refer to the error log
example).
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Clearing alarm logs

To clear an alarm log:
1. Investigate or fix the first major alarm in the log.
2. See if other alarms are retired by fixing the most severe
problem first.

Assigning alarm buttons

You can administer feature button lamps on any phone to act as
alarm indicators, similar to the alarm lamp on the attendant
console. The following table describes the meaning of the green
light associated with an alarm button.

status of light meaning

flashing green an alarm occurs
steady green INADS notified and acknowledges alarm
light goes off an alarm is resolved

Press the alarm button to turn off the light. The light flashes again
if the alarm is still active when the next maintenance routine runs.

Understanding common error types

This section discusses frequently-encountered error types, and
explains why they occur.
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Error type 18 — busied out

Error type 18 is a reminder from the switch that a component has
been busied out. The busyout command is used to temporarily
disable a component and is usually used before you test or replace
a component.

Use the release command (permissions enabled) to restore a

component to its normal operating mode.

For example, you receive a complaint that a phone does not work.
As part of your diagnosis, you:
■ use status station
OR
■ view the hardware error report for error 18

To view a hardware error report for error 18:

1. Type display errors.
The Hardware Error Report screen appears.
2. Fill in the Error Type field.
In our example, type 18.
The Hardware Error Report for error 18 appears.

HARDWARE ERROR REPORT - ACTIVE ALARMS

Port Mtce Alt Err Aux First Last Err Err Rt/ Al Ac
Name Name Type Data Occur Occur Cnt Rt Hr St

01A0901 DIG-LINE 1234 18 03/09/00:30 03/09/00:30 1 0 0 a n

Hardware Error Report (error type 18)

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The log entry indicates that extension 1234, a digital line, is

busied out (Err Type 18).

Use the release command (permissions enabled) to remove the

busyout status from the station. In our example:
1. Type release port 01A0901 (permissions enabled) and
press RETURN.
The station is no longer busied-out.

Error type 513 — equipment “missing”

Error type 513 notifies you that equipment such as phones, data
modules, or circuit packs, are administered but not physically
connected to the switch.

For example, view a hardware error report for error 513:

1. Type display errors.
The Hardware Error Report screen appears.
2. Fill in the Error Type field.
In our example, type 513.
The Hardware Error Report for error 513 appears.

HARDWARE ERROR REPORT - ACTIVE ALARMS

Port Mtce Alt Err Aux First Last Err Err Rt/ Al Ac
Name Name Type Data Occur Occur Cnt Rt Hr St
01C0507 DIG-LINE 7157 513 0 03/09/00:30 03/09/00:30 1 0 0 a n

Hardware Error Report (Error type 513)

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In this example, a digital phone is missing. A port on the digital

line circuit pack (DIG-LINE) at cabinet 1, carrier C, slot 05,
port 07 does not have its administered equipment physically
present (Error Type 513).

To fix error 513 in our example:

1. Plug the phone into the jack assigned to port 01C0507.
2. Type test station 7157 (permissions enabled) and press
RETURN to test the phone.

The system will clear the error only after the system runs
its administered checks and diagnostics.

Error type 1 — circuit pack removed

Error Type 1 often indicates that an administered circuit pack has
been removed.

To correct the problem and clear Error type 1:

1. Replace and latch the circuit pack in its administered slot.
The next time the system runs its routine maintenance
program, it should be able to “see” the circuit pack and the
error will not appear.

Preventing alarms and errors

This section lists a few common causes of unnecessary alarms.
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Turn off maintenance

The Remote Loop-Around Test sends a burst of current to
activate a phone’s ringer. If the ringer responds, the test detects
the return. Data modules, fax machines and modems do not have
ringers and do not respond to this test. This generates an error on
that port.
You should turn off this test for data modules, fax machines and
modems. Turning off the test does not affect the performance of
any of these devices.

To turn off the maintenance test:

1. Type change data-module extension and press RETURN.
The following screen appears:

DATA MODULE
Data Extension: 3151 Name: joes r2cms pdm BCC: 2
Type: pdm COS: 1 Remote Loop-Around Test? n
Port: 01C0501 COR: 1 Secondary data module? n
ITC: restricted TN: 1 Connected to: dte
ABBREVIATED DIALING
List1:
SPECIAL DIALING OPTION:
ASSIGNED MEMBER ( Station with a data extension button for this data module )
Ext Name
1:

Data module screen

2. Change the Remote Loop-Around Test field to n.

3. Press ENTER to save your changes.
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Alarms and errors
Preventing alarms and errors Page 39

Remove unused circuit packs

Occasionally, a company upgrades phones from the 7000-series
analog model to the 8400-series digital phones. The upgrade
process is to:
1. Remove the analog line and trunk administration
2. Remove the old analog equipment
3. Rewire the workplace for the new digital phones and jacks
4. Administer the new digital phones and circuit packs

If the analog circuit packs remain physically plugged into the

system and are still administered as circuit packs (even though
the administration is removed in Step 1above), the system
generates errors. This stops when you remove the administration
(change circuit-pack UUCSS) for this unused circuit pack.

DS1 administration
Depending on whether a DS1 circuit pack is present and whether
its ports are assigned or not, the system reports faults according to
the following table:
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Preventing alarms and errors Page 40

circuit circuit
pack pack ports alarm
present? administered? administered? level action

N Y N warning 1. Replace and latch the board in its

assigned slot.
2. Remove the trunk and DS1
administration (change
circuit-pack UUCSS), leaving the
circuit pack in its assigned slot.

N Y Y minor 1. Replace and latch the board in its

assigned slot.
2. Administer one or more ports
(change circuit-pack UUCSS),
leaving the circuit pack in its assigned
slot.

Y N N varies 1. Remove the circuit pack from the

carrier.
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Using features to troubleshoot Page 41

Using features to troubleshoot

Using features to troubleshoot

You can use some DEFINITY features to help you identify if
your system is having problems or to help you diagnose problems
you know are occurring. The table below shows you which
features to use for various kinds of system problems.

problem area
feature hunt paging
trunks phones groups groups
Automatic Circuit Assurance X
Busy Verify X X X
Facility Busy Indication X X X
Facility Test Calls X X
Trunk Identification X

Automatic Circuit Assurance

You can use Automatic Circuit Assurance (ACA) to help identify
faulty trunks. If activated (change system-parameters
features), your system notifies you with a referral call when it
detects unusual trunk usage like very short or very long calls. It
needs to be turned on for each individual trunk group.
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The referral call arrives on an idle call appearance. If you answer

the call, your display shows:
■ that the call is an ACA call
■ the trunk-group access code
■ the trunk-group member number
■ the reason for the call (short or long holding time)

To use ACA on a G3V2 or older switch

1. Assign an ACA button to your phone.
2. Press the ACA button to activate your phone for referrals.
3. When you receive an ACA referral call, answer the call.
4. Record the information listed on your display to use for
further troubleshooting.

To use ACA on a G3V3 or newer switch

1. Assign an ACA-Halt button to your phone.
2. Leave the ACA-Halt button OFF to keep your phone
active for referrals.
3. When you receive an ACA referral call, answer the call.
4. Record the information listed on your display to use for
further troubleshooting.
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Busy Verify
You can use Busy Verify to place test calls to check the busy
condition of trunks, phones, or hunt groups. This test helps you
determine if the trunk, phone, or hunt group is busy because of
heavy use or appears busy because of a problem.

To use Busy Verify, you should administer a Busy Verify button

on your phone.

To busy-verify a phone
1. Press the Busy Verify button on your phone.
The busy verify light turns green.
2. Dial the extension of the phone you want to test.
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You hear a tone and see a display. The following table

describes what the tone and display indicate and how to
respond.

pattern
display tone frequency (seconds) status of extension next step

Invalid intercept 440 Hz .25 on invalid number cancel and try again
alternating
620 Hz .25 on
repeated

Terminated ringback combined 1 on idle and ringing release the call

440 Hz + 3 off (working properly)
480 Hz repeated

Bridged none bridged onto active call release the call

(working properly)

Out of reorder combined .25 on trouble condition cancel;

service 480 Hz + .25 off or use status station
620 Hz repeated station administered extension
without hardware and command for more
no coverage path information

To busy-verify a hunt group

1. Press the Busy Verify button on your phone.
The busy verify light turns green.
2. Dial the extension for the hunt group you want to test.
You hear a tone and see a display. The following table
describes what the tone and display indicate and how to
respond.
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pattern
display tone frequency (seconds) status of extension next step

Invalid intercept 440 Hz .25 on invalid number cancel and try again
alternating
620 Hz .25 on
repeated

Terminated ringback combined 1 on idle and ringing release the call

440 Hz + 3 off
480 Hz repeated

All made busy reorder combined .25 on made busy is active release the call and
480 Hz + .25 off try again later
620 Hz repeated

Denied reorder same as same as active on a call release the call and
above above try again later

Out of reorder same as same as trouble condition cancel

service above above or report an
station administered out-of-service
without hardware condition

To busy-verify a trunk
1. Press the Busy Verify button on your phone.
The busy verify light turns green.
2. Dial the trunk access code for the trunk you want to test.
Your display should be blank and you should hear dial
tone. If your display shows “DENIED” and you hear
intercept tone, repeat steps 1 and 2.
If you have trunk group select buttons on your phone, you
can also press the Busy Verify button and then press the Trunk
Group Select button for the appropriate trunk.

3. Dial the trunk-group member number you want to verify.

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You hear a tone and see a display. The following table

describes what the tone and display indicate and how to
respond.

pattern
display tone frequency (seconds) status of extension next step

Invalid intercept 440 Hz .25 on invalid cancel and try again

alternating
620 Hz .25 on
repeated

Verified confirmation idle and ringing release the call

(working properly)

none ringback combined 1 s on idle automatic or release the call

440 Hz + 3 s off release link
480 Hz repeated (working properly)

none dial tone combined continuous idle (working properly) release the call
350 Hz +
440 Hz

Bridged none bridged onto active call release the call

(working properly)

Out of reorder combined .25 on trouble condition cancel;

Service 480 Hz + .25 off report an
620 Hz repeated out-of-service
condition

Facility Busy Indication

You can use Facility Busy Indication to display the idle or busy
condition of phones, trunks, or paging zones.

To use this feature you need to add facility busy indication

buttons to your phone. Label the facility busy buttons as “Busy”
followed by the number or name of the facility being monitored.
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If the green light associated with the Facility Busy Indication

button stays lit for a long time, the facility may have a problem.

Facility Test Calls

You can use Facility Test Calls to place test calls to specific
trunks or phones. Because this feature bypasses the regular
system traffic, it is very helpful in finding noisy lines and other
problems. However, this feature can be easily misused by outside
parties. Disable this feature when you are not using it.

! SECURITY ALERT:
Whenever you use this feature, enable the feature access
code only for the tests you want to make. Be sure to
immediately remove the access code when you are through
testing because leaving this feature enabled can leave you
open to security breaches.

To place a test call to a trunk or touch-tone phone

1. At the system terminal, enable a feature access code for
Facility Test Call.
2. At your phone, dial the feature access code for Facility
Test Call. Listen for dial tone.
3. Dial the 6- or 7-digit port address in UUCSSss format,
where:
UU = cabinet number (01, 02, etc.)
C = carrier number (A=1, B=2, C=3, D=4, E=5)
SS = slot number (depends on system)
ss = port number (depends on circuit pack)
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Tip:
If you have problems with this step, try dialing the port
address without the first zero in the cabinet number.

You hear a tone and see a display. The following table

describes what the tone and display indicate and how to
respond.

pattern
tone frequency (seconds) status next step
dial combined continuous connected go to step 4
350 Hz +
440 Hz
reorder combined .25 on busy release the call
480 Hz + .25 off
620 Hz repeated
intercept 440 Hz .25 on no access release the call
alternating
620 Hz .25 on
repeated

4. If you are testing a trunk, place the call.

or
If you are testing a touch-tone receiver, dial the number.
5. If you receive a dial tone, the test passed.
or
If you receive an intercept tone, the test failed.

! SECURITY ALERT:
At the system terminal, BE SURE to disable the Facility Test
Call feature access code.
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Trunk Identification
You can identify a faulty or noisy trunk with Trunk Identification.
You can use Trunk Identification:
■ on an active call
■ while accessing a trunk

To identify the specific trunk used on a call:

1. Press the Trunk ID button.
Trunk access code and trunk group member number
appears on the display.
If 2 trunks are used on the call, the identification of the last
trunk added to the call displays. If more than 2 trunks are
on a call, Trunk Identification is denied.
2. See if there are any on-board alarms against a trunk circuit
pack.
If no, report the trunk problem to the appropriate vendor.
If yes, report the trunk problem and the identification
information to Lucent.
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Contacting Lucent

This section describes what information you should have handy

when you need to contact the Lucent Technologies Technical
Service Center (TSC). This section also provides a list of phone
numbers you can call when you have a problem with your
system.

Preparing to contact Lucent

Do you need to call Lucent for additional information or help in
solving a problem?

If you do, please have the following information handy. This

helps the person taking your call.
■ your name and number (in case we need to call you back)
■ your installation location number (also called your IL)
_______________________________________
(Write your IL number here for easy reference)
■ your company’s main phone number
■ the type of your switch
■ the number of trunks on your system
■ the number of stations on your system
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Preparing to contact Lucent Page 52

Also, use the information in this book to determine the possible

source of your problem. It always helps to keep a log of the steps
you took and the information you gathered while performing your
diagnosis. This information is extremely helpful when you
partner with a Lucent representative in solving your switch
problems.

Remember, if the problem is with equipment or service outside of

your own equipment, you need to call your vendor or service
provider. If you determine that the problem is with your own
equipment, such as on your own stations, switch, or trunks, give
Lucent a call.

If you are not sure where the problem is located, double-check

your system information. Refer to ‘‘Problem-solving strategies’’
on page 5 for more information.

Be ready to talk about:

■ the problem you want to solve
■ if the problem is with a new component or feature
■ if something that used to work now does not work
■ any numbers involved with the problem (for example,
extensions or phone numbers, trunk group numbers, phone
types, or report types)
■ the contents of any recorded messages received
■ error messages from the switch
■ type of ringback tones received on phones
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■ the names and numbers of your vendors

■ any other pertinent information

Contacting Lucent
The following table lists additional services available to you. If
you are outside of the 1-800 calling area, contact your local
Lucent representative.

Technical Service Center for Large-Systems 1-800-242-2121

Customers and Toll Fraud Crisis Intervention
(for help with repairs)
DEFINITY Helpline 1-800-225-7585
(for administration and software problems,
including vectors, how features work,
administration, and interactions)
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Glossary
GL

A
Abbreviated Dialing
A feature that allows callers to place calls by dialing just one or two digits.

access code
A dial code used to activate or cancel a feature or access an outgoing trunk.

analog phone
A phone that receives acoustic voice signals and sends analog electrical
signals along the phone line.

ARS partitioning
A feature that allows you to route calls differently for different groups of
users.

attendant
A person at a console who provides personalized service for incoming callers
and voice-services users by performing switching and signaling operations.

attendant console
The workstation used by an attendant. The attendant console allows the
attendant to originate a call, answer an incoming call, transfer a call to
another extension or trunk, put a call on hold, and remove a call from hold.
Attendants using the console can also manage and monitor some system
operations.
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Audio Information Exchange (AUDIX)

A fully-integrated voice-mail system. Can be used with a variety of
communications systems to provide call-history data, such as subscriber
identification and reason for redirection.

Automatic Alternate Routing (AAR)

A feature that routes calls to alternate routes when facilities are unavailable.

Automatic Call Distribution (ACD)

A feature that gives users more flexibility in routing calls to hunt group
agents. ACD also allows external measurement systems such as BCMS and
CentreVu® CMS to be used.

Automatic Circuit Assurance (ACA)

A feature that tracks calls of unusual duration to facilitate troubleshooting.

Automatic Route Selection (ARS)

A feature that allows the system to automatically choose the least-cost route
for toll calls.

B
barrier code
A security code used with Remote Access to prevent unauthorized access.

bridge (bridging)
The appearance of a phone’s extension at one or more other phones.

bridged appearance
A call appearance on a phone that matches a call appearance on another
phone for the duration of a call.
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C
call appearance
For the phone or attendant console, a button labeled with an extension and
used to place outgoing calls, receive incoming calls, or hold calls. Lights
next to the button show the status of the call appearance.

Call Detail Recording (CDR)

A feature that records call data.

Call Vectoring
A feature that allows users to provide flexible, customized call handling by
writing a series of instructions in a simple programming language.

carrier
An enclosed shelf containing vertical slots that hold circuit packs.

centum call seconds (CCS)

CCS is a unit for measuring call traffic. One CCS equals 100 seconds. Call
traffic for a facility, such as a hunt group or phone, is scanned every 100
seconds. If the facility is busy, it is assumed to have been busy for the entire
scan interval. There are 3600 seconds per hour, so a facility that is busy for
an entire hour will be measured as being busy for 36 CCS.

central office (CO)

The location of phone switching equipment that provides local phone service
and access to toll facilities for long-distance calling.

circuit
A channel or transmission path between two or more points.

Class of Restriction (COR)

A feature that defines call-origination and call-termination restrictions.
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Class of Service (COS)

A feature that determines whether users can activate certain features.

coverage answer group

A group of phones that ring simultaneously when a call is redirected to it.

coverage path
The order in which calls are redirected to alternate phones.

coverage point
An extension designated as an alternate phone in a coverage path.

D
data module
A digital interface device between the switch and data equipment.

Direct Department Calling (DDC)

A method for distributing hunt group calls to agents. The switch searches
through all the hunt group extensions in order, starting with the first
extension. As soon as the switch finds an available extension, it connects the
call. Compare to Uniform Call Distribution (UCD).

E
Expert Agent Selection (EAS)
A feature allowing incoming calls to be routed to specialized groups of
agents within a larger pool of agents.

extension
A number by which calls are routed through a communications system.
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external call
A connection between a communications system user and a party on the
public network or on another communications system in a private network.

F
facility
A telecommunications transmission pathway and associated equipment.

feature access code (FAC)

A code users dial to access a system feature.

feature button
A button on a phone or attendant console used to access a specific feature.

H
hunt group
A group of extensions that all can receive calls directed to a single phone
number. When a call arrives at the group number, the switch searches
(“hunts”) for an available extension in the group and connects the call to that
extension.

I
internal call
A connection between two users on the same phone system.
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M
major alarm
An indication of a component failure that requires immediate attention.

minor alarm
An indication of a component failure that could affect customer service.

multiappearance phone
A phone equipped with several call-appearance buttons allowing the user to
handle more than one call on that same extension at the same time.

P
pickup group
A group of individuals authorized to answer any call directed to an extension
within the group.

port carrier
A carrier in a cabinet containing port circuit packs, power units, and service
circuits. Also called a port cabinet.

primary extension
The main extension associated with the physical phone or data terminal.

principal
A phone that has its primary extension bridged on one or more other phones.

public network
The network that can be openly accessed by all customers for local and
long-distance calling.
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R
redirection criteria
Information administered for each phone’s coverage path that determines
when an incoming call is redirected to coverage.

S
skill
An attribute assigned to an agent in a system using Expert Agent Selection.
An agent’s skill indicates a specialty in which the agent is proficient.

split
An ACD hunt group.

system administrator
The person who maintains overall customer responsibility for system
administration.

system printer
An optional printer that may be used to print scheduled reports via the report
scheduler.

system report
A report that provides historical traffic information for internally measured
splits.

T
trunk
A dedicated telecommunications channel between 2 phone systems or COs.
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trunk group
Telecommunications channels assigned as a group for certain functions that
can be used interchangeably between two communications systems or COs.

U
Uniform Call Distribution (UCD)
A method for distributing hunt group calls to agents by comparing agents’
workloads. DEFINITY ECS can deliver each new call to the most idle agent
(the available agent who has been idle the longest since their last hunt group
call) or to the least occupied agent (the agent who has spent the least amount
of time on hunt group calls in their current shift). Compare to Direct
Department Calling (DDC).

Uniform Dial Plan (UDP)

A feature that allows a unique 4- or 5-digit number assignment for each point
in a multiswitch system.

V
Vector
A set of call handling instructions for DEFINITY ECS, that can direct the
switch to queue calls, play announcments, play music, route calls to voice
messaging, as well as many other things.
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Index

A IN
alarm buttons, 34
alarm logs, 31
alarms
clearing , 34
DS1, 39
levels, 31
off-board , 31
on-board , 31
preventing , 37
Automatic Circuit Assurance (ACA), 41

backups, 4
baselining
definition, 1
retrieving information, 2
books
how to order more copies, xiv
online, xiv
busy-verify
hunt groups, 44
trunks, 45
buttons
Alarm, 34
Busy Verify, 43
help , xi
Trunk ID, 49

cabinet status, viewing , 9

call center, problems, 19
calling Lucent, 51
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circuit packs, removing , 39

clearing alarms, 34
clearing errors, 29
commands
change circuit-pack, 40
change data-module extension, 38
display alarms, 5, 32
display errors, 5, 26
list history, 10
save announcements, 4
save translations, 4
status, 5
status health, 7
status station, 8
status station extension, 8
status system all-cabinets, 9
test station extension, 37

diagnosing problems, 13
dialing out, problems, 15
DS1, alarms, 39

error logs
interpreting , 29
viewing , 26
error types, common, 34
errors
18-busied out, 35
1-circuit pack removed , 37
513-equipment missing , 36
clearing , 29
frequently-encountered , 34
preventing , 37
extended service agreement, xv
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Facility Busy Indication, 46

Facility Test Calls, 47

help
buttons, xi
numbers to call, xv
history, viewing , 10
hunt groups, busy-verify, 44

incoming calls, problems, 16

login, problems, 19
logs
alarms, 31
clearing alarms, 34
error, 26

maintaining records, 2
Maintenance Objects (MOs), 25
message lamp problems, 17
message line, xi
modem problems, 18
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online books, xiv

password, problems, 19
phone problems, solving , 14
phones, busy-verify, 43
printer problems, 18
problems
call center, 19
diagnosing , 13
dialing out, 15
incoming calls, 16
login, 19
message lamp , 17
modem, 18
password , 19
phone, 14
printer, 18
SAT, 19
terminal access, 19
tie trunks, 17
trunks, 17
problem-solving, strategies, 5

R
records, maintaining , 2
removing circuit packs, 39
reports
error, 26
history, 10
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SAT problems, 19
screens, x
Alarm Report, 32, 33
Data Module, 38
Error Report, 26
General Status, 8
Hardware Error Report, 28, 36
Help , 6
History, 10
Status Health, 7
System Status Cabinet, 9
security
access codes, 47
concerns, xii
service agreement, extended , xv
station status, viewing , 8
status
cabinet, 9
station, 8
system health, 7
status line, xi
strategies, problem-solving , 5
system backups, 4
system changes, viewing , 10
system health, viewing , 7
system logs
alarms, 25
errors, 25
system status, viewing , 6

terminal access, problems, 19

Terminal Alarm Notification, 34
testing
phones, 47
trunks, 47
testing, busy phones, 43
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tests, 38
tie trunk problems, 17
toll fraud , xii
troubleshooting
phone problems, 14
trunks, 49
using features, 41
Trunk Identification, 49
trunks
busy-verify, 45
identifying problems, 17
troubleshooting , 49
turning off tests, 38
turning-off, 38

viewing
error logs, 26
station status, 8
system changes, 10
system status, 6
voice terminals, see phones
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Page 69

We’d like your opinion.

We welcome your feedback! Please let us know what you think about this book.

DEFINITY System’s Little Instruction Book

for basic diagnostics
555-233-713, Issue 1, June 1998, Comcode 108257783

1. Please check the ways you feel we could improve this book:

❒ Improve the overview ❒ Add more examples

❒ Improve the table of contents ❒ Add more detail
❒ Improve the organization ❒ Make it more concise
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 [Link] Page 70 Wednesday, May 20, 1998 12:37 PM

DEFINITY System’s Little Instruction Book Issue 1

for basic diagnostics 555-233-713 June 1998

Page 70
 [Link] Page 71 Wednesday, May 20, 1998 12:37 PM

DEFINITY System’s Little Instruction Book Issue 1

for basic diagnostics 555-233-713 June 1998
Customer Self-Service Center web site
Page 71

Customer Self-Service Center web site

This web site allows you to find answers to questions, review
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[Link]

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[Link] Page 72 Wednesday, May 20, 1998 12:37 PM

TELL US WHAT YOU THINK

email: document@[Link]
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write: Lucent Technologies Product Documentation
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Why this new book?

You’ve told us that you want step-by-step instructions on diagnosing your
DEFINITY system, and we’ve been listening. This book contains information
on checking system status, solving common problems, alarms and errors, and
using features to troubleshoot problems.