Resolving a user reported problem

Last Updated : Apr 29, 2014 |
Use this procedure to resolve a reported problem of a user within the system.
  1. After you have collected the required information about the reported problem. Look up connection/configuration information (status station) as shown in the figure through the figure.
    ADDITIONAL INFORMATION:
    Note:
    Different fields might appear on this screen, and some fields might appear on different pages depending on your system configuration. The figure is an example only.
    Figure: Status station form, page 1
  2. Perform the following to resolve the issue:
    1. Ensure that the value in Service State field is in-service.
    2. Check the extension number in the Extension field.
    3. Write down the Port assignment.
    4. Scroll to the GENERAL STATUS section of the form.
      ADDITIONAL INFORMATION:
      Figure: Status station form, page 2
    5. If the user-report is that the station cannot be called or does not ring, ensure the following:
      ADDITIONAL INFORMATION:
      • Ensure that the CF Destination Ext field is blank.
      • Ensure that the SAC Activated field is set to no.
      • Ensure that the Ring Cut Off Act field is set to no.
      • Ensure that theUser Cntrl Restr and Group Cntrl Restr fields are set to none. This controlled station restriction can render the station outgoing- or incoming-restricted, or completely disabled (both outgoing- and incoming-restricted).
      • Ensure that the User DND and Group DND options are not activate.
    6. Is the Station Lock Active field no? If yes, proceed; if no, unlock the extension (change the field to no) and try a call from it.
    7. Scroll to UNICODE DISPLAY INFORMATION section of the form.
      ADDITIONAL INFORMATION:
      Figure: Status station form, page 3
    8. Scroll to ATM VPI.VCI DATA section of the form.
      ADDITIONAL INFORMATION:
      Figure: Status station form, page 4
    9. Scroll to CALL CONTROL SIGNALING section of the form.
      ADDITIONAL INFORMATION:
      Figure: Status station form, page 5
    10. If this is an IP endpoint, note down Switch Port, Switch-End IP Address:Port, and Set-end IP Address:Port fields information.
    11. Scroll to Audio section of the form.
      ADDITIONAL INFORMATION:
      Figure: Status station form, page 6
    12. Check the Audio Connection Type field (ip-tdm).
    13. Scroll to IP ENDPOINT DATA section of the form.
      ADDITIONAL INFORMATION:
      Figure: Status station form, page 7
    14. Check the Registration Status field (registered-authenticated).
    15. Scroll to ACD STATUS section of the form.
      ADDITIONAL INFORMATION:
      Figure: Status station form, page 8
  3. Through your understanding of your system’s configuration, try to determine what part(s) of the system might be affected.