Resolving a user reported problem

Last Updated : Apr 29, 2014 |

About this task

Use this procedure to resolve a reported problem of a user within the system.

Procedure

  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.
    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 : 1. 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.
      Figure : 2. Status station form, page 2




    5. If the user-report is that the station cannot be called or does not ring, ensure the following:

      • 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.
      Figure : 3. Status station form, page 3




    8. Scroll to ATM VPI.VCI DATA section of the form.
      Figure : 4. Status station form, page 4




    9. Scroll to CALL CONTROL SIGNALING section of the form.
      Figure : 5. 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.
      Figure : 6. Status station form, page 6




    12. Check the Audio Connection Type field (ip-tdm).
    13. Scroll to IP ENDPOINT DATA section of the form.
      Figure : 7. Status station form, page 7




    14. Check the Registration Status field (registered-authenticated).
    15. Scroll to ACD STATUS section of the form.
      Figure : 8. 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.