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TECHNICIAN’S HANDBOOK

3100 Hand.bk Page i Monday, August 19, 2002 8:49 PM

Summary of content (230 pages)

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3100 Hand.bk Page ii Monday, August 19, 2002 8:49 PM NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation (MITEL®). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document.
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100 Hand.bk Page iii Monday, August 19, 2002 8:49 PM Table of Contents Chapter 1 : Introduction About this handbook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Purpose of this handbook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Who this handbook is written for . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Where you can find more information . . . . . . . . . . . . . . . . . . . . . . . 3 Symbols used in this handbook . . . . . . . . . . . . . . .
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3100 Hand.bk Page iv Monday, August 19, 2002 8:49 PM Technician’s Handbook Chapter 3 : Programming Programming overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About the programming tools . . . . . . . . . . . . . . . . . . . . . . . . . . Tools are password protected . . . . . . . . . . . . . . . . . . . . . . . . . Enable your options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Programming the system parameters . . . . . . . . . . . . . . . . . . .
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3100 Hand.bk Page v Monday, August 19, 2002 8:49 PM Table of Contents Planning your LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Default controller IP addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 IP programming sequence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Connecting directly to the Internet . . . . . . . . . . . . . . . . . . . . . . 76 Using Static IP addressing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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3100 Hand.bk Page vi Monday, August 19, 2002 8:49 PM Technician’s Handbook Upgrading the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing option modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding an expansion unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Performing a software upgrade . . . . . . . . . . . . . . . . . . . . . . . . . Applying a software patch . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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3100 Hand.bk Page vii Monday, August 19, 2002 8:49 PM Table of Contents Restoring the system with the factory software. . . . . . . . . . . . . . 156 Restoring voice mail data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 Replacing faulty components . . . . . . . . . . . . . . . . . . . . . . . . . 158 Replacing the flash card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 Replacing a faulty hard disk . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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3100 Hand.bk Page 3 Monday, August 19, 2002 8:49 PM Introduction Introduction About this handbook Purpose of this handbook This handbook provides • an overview of the system capabilities • installation steps • programming procedures • maintenance checklists • troubleshooting information Who this handbook is written for This handbook is for a certified technician. Where you can find more information Technical manual and extension guides On the system software CD-ROM 1.
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3100 Hand.bk Page 4 Monday, August 19, 2002 8:49 PM Technician’s Handbook From the internet 1. Go to the following URL: http://www.mitel.com 2. Access Mitel OnLine from the Online Services selection menu. 3. Click Technical Support and then click Customer Documentation (edocs). User Guides through Manual Maker Manual Maker is a web-base application that allows you to generate customized user guides 1. Go to the following URL: http://www.mitel.com 2.
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Introduction Helpful websites For definitions of technical terms • http://www.techweb.com/encyclopedia • http://www.whatis.com For networking information • http://www.practicallynetworked.com • http://www.networktroubleshooting.com Terminology Glossaries are provided in the Technical Manual and in the Installation and Maintenance Course Student Manual. Symbols used in this handbook A stop symbol indicates a hazardous situation which, if not avoided, could result in injury or death.
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3100 Hand.bk Page 6 Monday, August 19, 2002 8:49 PM Technician’s Handbook Important safety instructions Failure to follow all instructions may result in improper equipment operation and/or risk of electrical shock. See the Safety Instructions in the 3100 ICP Technical Manual for complete safety information. Safety Instructions are also provided with the system in paper format.
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3100 Hand.bk Page 7 Monday, August 19, 2002 8:49 PM Introduction Introduction About the 3100 ICP system Description The Mitel Networks™ 3100 Integrated Communications Platform (ICP) provides a complete voice and data solution in one easy-to-manage unit. The 3100 ICP controller contains the call control software, a router, a layer-2 switch, embedded voice mail with an auto attendant, and a hard-drive for storing voice mail messages and the management tool web pages.
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3100 Hand.bk Page 8 Monday, August 19, 2002 8:49 PM Technician’s Handbook A fully expanded system A fully expanded system consists of the controller, fitted with three optional modules, and the expansion unit. It provides • up to 24 Mitel Networks IP (Internet Protocol) phones • up to 10 analog telephones with Calling Line Identification (CLI) capability • up to 8 LS/CLASS lines or 8 ISDN BRI lines (UK only) The system supports a maximum of 8 lines.
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3100 Hand.bk Page 9 Monday, August 19, 2002 8:49 PM Introduction Remote WAN locations supported through Ethernet WAN interface or dial-up Point-to-Point Protocol (PPP) connections. • Built-in modem • IP set powering. What telephone features are supported? Note that the Mitel Networks 5001 and 5005 IP phones are not available in Release 2.3 or earlier.
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3100 Hand.bk Page 15 Monday, August 19, 2002 8:49 PM Introduction 5TPcdaTb $ $ $ $ $ ! $'!! $ # System Hold - place a call on hold which can be retrieved by any extension on the system N Y Y Y Y Y Time and date announcement Y Y Y Y Y N Time and date change N N N Admin Admin Admin only only only Transfer a call N Y Y Y Y Y Visual Voice Mail (VVM) - allows the extension user to visually interact with their voice mailbox.
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3100 Hand.bk Page 21 Monday, August 19, 2002 8:49 PM Installation Identify the required components The system size is determined by the type and number of components. Table 2: System components Controller (basic configuration) 2P_PQX[XcXTb Installation BhbcT\ R^\_^]T]cb 8 Mitel Networks IP Phones 2 ONS analog telephones 1 wide area network Ethernet or xDSL interface 4 LS/CLASS interfaces 100 IP devices.
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3100 Hand.bk Page 22 Monday, August 19, 2002 8:49 PM Technician’s Handbook Installation checklist Tools ã Static strap ã Phillips screwdriver Cables and connectors ã Category 5 (CAT5) cable for all LAN devices (IP phones, computers, servers and so forth) ã CAT3 or CAT5 cable for analog phones connected to the system ã RJ-45 cable and connectors ã RJ-45 crossover (patch) cable. See Cable pinouts (p. 195) ã RS-232 cable for printer.
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00 Hand.bk Page 23 Monday, August 19, 2002 8:49 PM Installation LAN requirements ã Pre-installation questionnaire complete ã Internet Service Provider (ISP) ã Refer to Planning your LAN (p. 73) for additional requirements. ã @_gUb RQb gYdX cebWU `b_dUSdY_^ ã Music on hold source (radio, tape player, or .wav file) ã Call logging printer, call accounting package, or call management application.
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3100 Hand.bk Page 24 Monday, August 19, 2002 8:49 PM Technician’s Handbook Installation overview 24 ã Install system components ã Configure the PC ã Power up the system ã Launch the tools ã Run the quick install tool ã Connect the phones and lines ã Verify the system ã Program the system.
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3100 Hand.bk Page 25 Monday, August 19, 2002 8:49 PM Installation Installing the system components The 3100 ICP system is shipped with the system software installed and includes a default database. Option modules are shipped uninstalled. 2. If your system includes an expansion unit, install the uplink card in the controller. See Adding an expansion unit (p. 120). 3. Wall mount the units, rack mount them, or place them on a desk or shelf.
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3100 Hand.bk Page 26 Monday, August 19, 2002 8:49 PM Technician’s Handbook Configuring the PC Configure your PC to connect to the 3100 ICP system. Windows 95/98 1. From the Start menu, click Settings and then click Control Panel. 2. In the Control Panel window, double click the Network icon. 3. Click Configuration. 4. Click the TCP/IP component and then click Properties. 5. Select “Obtain an IP address automatically”. 6. Click OK. 7. Restart your PC. You are now set up to connect to the 3100 ICP system.
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3100 Hand.bk Page 27 Monday, August 19, 2002 8:49 PM Installation 7. Click Yes and then restart your PC. You are now set up to connect to the 3100 ICP system. Windows 2000 1. Login to the PC with administrator privileges. 3. In the Control Panel window, double click the Network and Dial Up Connections icon. Double click on the Local Area Connection. In the Local Area Connection Status Page, click Properties. 4. Click Obtain an IP address automatically. 5.
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3100 Hand.bk Page 28 Monday, August 19, 2002 8:49 PM Technician’s Handbook Windows XP 1. Login to the PC with administrator privileges. 2. From the Start menu, select the Settings tab and then Control Panel. 3. In the Control Panel window, double click the Network and Internet Connection icon. Double click on the Local Area Connection (LAN or High Speed Internet). 4. Click General in the Local Area Connection Status page and choose Properties. 5.
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3100 Hand.bk Page 29 Monday, August 19, 2002 8:49 PM Installation Launching the tools You can connect a PC or laptop to the 3100 ICP system through a LAN drop • the Ethernet port on the back of the IP Phone • directly to a layer-2 switch port on the Mitel Networks 3100 ICP controller or expansion unit. You must configure the PC to accept an IP address from the 3100 ICP system. See Configuring the PC (p. 26).
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3100 Hand.bk Page 30 Monday, August 19, 2002 8:49 PM Technician’s Handbook Running the quick installation tool About the system quick installation tool Use the system quick installation tool to get the system up and running. All further programming is performed from the group administration tool or system tool. The system quick installation tool automatically discovers the addresses of the IP phones and assigns them extension numbers. After you exit the quick installation tool, auto-discovery is disabled.
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3100 Hand.bk Page 31 Monday, August 19, 2002 8:49 PM Installation Using the system quick installation tool Do not close your browser window during the quick installation wizard. If you do not complete the wizard, the system configuration will be invalid. If you accidently close your browser, restart the quick installation tool and enter your information again. 1. Review the system defaults; see (p. 166). 2. Complete the pre-configuration questionnaire that was shipped with the system. 3.
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3100 Hand.bk Page 32 Monday, August 19, 2002 8:49 PM Technician’s Handbook 6. In the Mitel Networks 3100 ICP login page, enter Login: system (default) Password: mnet (default) DXU \_WY^ ^Q]U Q^T `Qccg_bT Yc SQcU cU^cYdYfU 7. Click OK. The tools page opens.
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3100 Hand.bk Page 33 Monday, August 19, 2002 8:49 PM Installation 8. Click System Quick Installation Tool. The initial page opens. Installation 9. Follow the prompts. When you are prompted to set the management tool accounts, ensure that you change the default password. When you are prompted to connect the phones, refer to Connect the phones and lines (p. 34) for additional information.
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3100 Hand.bk Page 34 Monday, August 19, 2002 8:49 PM Technician’s Handbook Connect the phones and lines When you run the system quick installation script, you will be prompted to connect the IP phones, analog phones and lines to the system. The system will not automatically recognize any IP phone that you connect after the system quick installation tool is finished. 1.
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3100 Hand.bk Page 35 Monday, August 19, 2002 8:49 PM Installation Verify the system Complete the following procedure to verify that the system is working properly. 1. Dial 675 on each IP phone. The extension number appears in the phone display. Record the extension numbers. The 5140 IP Appliances display their extension number automatically. 2. Verify that you can make calls between the IP phones. 3. Connect an analog phone into the first ONS port on the controller. 4.
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3100 Hand.bk Page 36 Monday, August 19, 2002 8:49 PM Technician’s Handbook Installation tips 36 • The first IP phone that you connect to the system is assigned as the administrator extension (1000). • The default extension numbers for the IP phones (1000 to 1023) are assigned in the order that you connect the phones, starting with the administrator extension (1000). • The default extension numbers for the analog phones (1100 to 1109) are assigned to ONS ports (1 to 10).
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3100 Hand.bk Page 39 Monday, August 19, 2002 8:49 PM Programming Programming overview This chapter provides the key procedures for programming the system. Refer to the Technical Manual for complete programming information. Before you begin programming, ensure that you have • completed the pre-configuration questionnaire that was shipped with the system • reviewed the default database settings. See (p. 166).
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3100 Hand.bk Page 40 Monday, August 19, 2002 8:49 PM Technician’s Handbook About the programming tools The 3100 ICP system has the following programming tools: System quick installation tool - Use this tool once during initial system installation. Perform all further programming from the other tools.
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3100 Hand.bk Page 41 Monday, August 19, 2002 8:49 PM Programming Before launching a new tool, you must first exit the current tool and then log in again. If you restart or reboot the system without committing your saved changes to the database first, your changes will be lost. See Commit your changes (p. 67). When using the system tool, always click the Exit button to leave the tool.
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3100 Hand.bk Page 42 Monday, August 19, 2002 8:49 PM Technician’s Handbook Programming the system parameters Set system date and time You can change the system date and time through the system quick installation tool, the administration tool, the administrator extension, or through the system tool. The system tool, however, allows you to set the time using either a 12-hour or 24-hour clock. 1. Launch the system tool. See Launching the tools (p. 113). 2. Choose System, from the Selection menu. 3.
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3100 Hand.bk Page 43 Monday, August 19, 2002 8:49 PM Programming 4. Select the meaning (for example: Attendant/Operator) that you want to assign to the leading digit. 5. Click Save. To change the leading digit of the extension numbers, you must 1. Click Management and then click Number Plan. Set the number plan to allow a different Secondary entry, such as digit 4. The default is leading digit 1. 3.
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3100 Hand.bk Page 44 Monday, August 19, 2002 8:49 PM Technician’s Handbook Create a user login account 1. Choose System, from the Selection menu. 2. Click Login Attributes and then click Add. 3. Enter the login attributes and select the tools access. 4. Click Save. 5. After you have created the user accounts, you need to give the 3100 ICP system users their login information for the desktop tool.
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3100 Hand.bk Page 45 Monday, August 19, 2002 8:49 PM Programming Changing the system-wide settings 1. Choose System from the Selection menu. 2. Click System Wide Setting and then click Change. 3. Set the following: Enable or disable authorization failure lockout – Leave IP set registration enabled (only applies to quick install tool) – Enter the name for the system – Select either internal or external Music On Hold source. 4. Click Save.
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3100 Hand.bk Page 46 Monday, August 19, 2002 8:49 PM Technician’s Handbook Program the online services Users of 5140 IP Appliances can press their Online Services key to display a list of internet bookmarks. You can add, change, or delete bookmarks from this list. 1. Choose System, click Online Services Configuration and then click Add. 2. Enter an Item Number. The Item Number (1 to 9) corresponds to the keys located along the right side of the set display. Key 1 is at the top. 3.
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3100 Hand.bk Page 47 Monday, August 19, 2002 8:49 PM Programming Programming the extensions Program the extensions 1. Launch the group administration tool. See Launching the tools (p. 113). 2. Click I want to Manage Extensions. Click Add to add extension users, or select an extension and then click Edit. 4. Program each extension. Program the extension groups After programming the extensions, add them to extension groups.
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3100 Hand.bk Page 48 Monday, August 19, 2002 8:49 PM Technician’s Handbook 5. Program the Extension Groups. Follow the prompts to configure the extension groups. 6. Click Done. Program the extension voice mailboxes Next, program the voice mailboxes for each extension. 1. Choose I want to Manage Extensions. 2. Select the first extension and click Edit. 3. Click Modify Voice Mailbox settings. 4. Follow the prompts to configure the user’s voice mailbox.
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3100 Hand.bk Page 49 Monday, August 19, 2002 8:49 PM Programming 3. Click Set Up/Edit Desktop. 4. Click a personal key on the phone display. 5. Select a feature from the list. 6. Click Assign to key in the lower right corner of the screen. Follow the prompts to assign the key. 7. After adding all the required features to the personal keys, choose I want to Return to Group Administrator Tool. 8. Repeat step 2 to step 7 for each extension. 10. Go to Programming the voice parameters (p. 50).
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3100 Hand.bk Page 50 Monday, August 19, 2002 8:49 PM Technician’s Handbook Programming the voice parameters For descriptions of the voice parameters, click Help, and then click Programming. Modify the extensions and system directory You set up the extensions from the group administration tool. You can use the system tool to make any required modifications. To modify an extension from the system tool. 1. Launch the system tool. See Launching the tools (p. 113). 2. Choose Voice from the Selection menu. 3.
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3100 Hand.bk Page 51 Monday, August 19, 2002 8:49 PM Programming Program the incoming access (ring maps) After programming the extensions and extension groups through the group administration tool, program the lines from the system tool. Ring maps determine which extensions or extension groups receive the incoming calls from a line. Ring maps are configured on a per-line basis. Every line requires a ring map.
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3100 Hand.bk Page 52 Monday, August 19, 2002 8:49 PM Technician’s Handbook 3. Select either Standard or Cyclic. If you have programmed more than one extension group in the Ring Map form, you should set the Ring Type to Cyclic. 4. Click Save. Program external access (line and hunt groups) To set up the outgoing lines, you need to program • line groups • hunt maps • outgoing line access. Assign lines to groups 1. Click Lines and then click Groups. 2. Select the line and click Change. 3.
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3100 Hand.bk Page 53 Monday, August 19, 2002 8:49 PM Programming 1. Click Extensions and then click Hunt Map. 2. Select the extension and click Change. 3. Select the line groups that you want this extension to have access to.
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3100 Hand.bk Page 54 Monday, August 19, 2002 8:49 PM Technician’s Handbook 2. Select the first extension, click Change and select the required network response to a Direct Dial In (DDI) call. The options are – Queue: camp incoming calls on the extension until answered – Busy: send busy tone to calling party – Redirect (default): redirect caller to attendant 3. Click Save. 4. Repeat the above steps for each extension.
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3100 Hand.bk Page 55 Monday, August 19, 2002 8:49 PM Programming Configure the DDI BRI lines You configure DDI and MSN lines by mapping the incoming digits to any extension or extension group. 1. Click Lines and then click Digital Configuration. 2. Select the line and then click Change. 3. Set the line type to Direct Dial Inwards Line or Multi Subscriber Line. 4. Enter the Terminal Endpoint Identifier and other options as required. 5. Click Save.
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3100 Hand.bk Page 56 Monday, August 19, 2002 8:49 PM Technician’s Handbook 4. Enter the number of the DDI target (maximum of 6 digits). 5. Set the Day and Night Service options. 6. Select Global CLI if you want outgoing calls from a target extension to display the Calling Line Identifier (CLI) number. 7. Click Save. Lastly, set the DDI Digit conversion for outgoing calls 1. Click Management and then click Outgoing DDI Digit Conversion. 2. Select the DDI Digit (index number) of the line. 3. Click Change.
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3100 Hand.bk Page 57 Monday, August 19, 2002 8:49 PM Programming 7. For each BRI line, set the Enable Least Cost Routing option to Yes and click Save. Configuring PR.Net configuration With PrNet the default outgoing line access digit (9) must be set to Secondary in the Number Plan. When a user dials 9, the request is then routed based on the PrNet programming. Any numbers that a user will dial must be in the VPN/PrNet form.
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3100 Hand.bk Page 58 Monday, August 19, 2002 8:49 PM Technician’s Handbook Restrict external access (toll restriction/call barring) You use restriction group levels to restrict the external numbers that extension users can call. Using class of service levels, you can control which extensions have access to external lines, local, national, and international calls. You can also program up to 20 exceptions for each group in the Global Exception form.
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3100 Hand.bk Page 59 Monday, August 19, 2002 8:49 PM Programming 2. Enter the number (digit string) that you want extension users in the restriction group to be able to call. 3. Click Save. Assign class of service (restriction groups) to users 1. Choose Voice from the Selection menu. 2. Click Extensions and then click Class of Service. 3. Select the extension and then click Change. 5. Click Save.
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3100 Hand.bk Page 60 Monday, August 19, 2002 8:49 PM Technician’s Handbook 3. Click Add. 4. Enter the global restriction string. You can enter up to eight digit strings that no extension can dial (for example 1900). 5. Click Save. Set the Toll Restriction Matrix You can either allow or prevent • Line to line routing (default is no) • Line to line transfer (default is no) • Line to line three-party conference (default is yes) 1. Choose Voice from the Selection menu. 2.
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3100 Hand.bk Page 61 Monday, August 19, 2002 8:49 PM Programming Programming the voice mail settings The 3100 ICP system includes an imbedded voice mail system. To set up the voice mail system 1. Choose Voice from the Selection menu 2. Click Voicemail. 3.
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3100 Hand.bk Page 62 Monday, August 19, 2002 8:49 PM Technician’s Handbook Setting up the auto attendant The embedded voice mail system includes an auto attendant. Setting up the auto attendant involves logging in as the administrator and then recording the greetings. Log in to the administrator station You must log in to the system administrator’s mailbox to record system greetings. 1. From any internal telephone, lift the handset and obtain dial tone. 2. Dial the auto attendant number (default 232).
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3100 Hand.bk Page 63 Monday, August 19, 2002 8:49 PM Programming Record the system greetings Greetings are recorded by accessing the administrator’s mailbox from any internal telephone. Access to the mailbox requires a passcode. 1. Log in to the system administrator’s mailbox. 2. Press [4] for the System Greetings menu. 3. Press [1] to set the primary greeting - orJ!L dXb_eWX J(L V_b Q^ Q\dUb^QdU WbUUdY^W cUd Programming 4.
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3100 Hand.bk Page 64 Monday, August 19, 2002 8:49 PM Technician’s Handbook [2] Review [3] Re-record [∗] Cancel 10. If you are recording additional alternate greetings, repeat the above procedure beginning at step 2. Do likewise to record greetings in the other language for bilingual systems. Record the bilingual welcome greeting If you have the bilingual voice mail option enabled, the auto attendant plays a bilingual welcome greeting when it answers an outside call.
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3100 Hand.bk Page 65 Monday, August 19, 2002 8:49 PM Programming 7. After finishing, select one of the following options: [1] Accept [2] Review [3] Re-record [∗] Cancel Configuring call logging (SMDR) You can also save call logs to a file on your PC. See Saving call (SMDR) logs (p. 130). 1. Using an RS-232 cable, connect the printer or PC to the call logging (SMDR) port on the front of the controller (see Figure 6). Refer to Port pinouts (p. 190) for the pinouts.
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3100 Hand.bk Page 66 Monday, August 19, 2002 8:49 PM Technician’s Handbook 4. Click Management, click Call Logging, and then click Change. 5. Set the following parameters: – Set the cost per minute (00 to 999.9). This functionality is not supported in NA systems – Set the minimum call duration to be recorded (00.00.00 to 23:59:59) – Select the type of calls that you want recorded – Set the minimum page length (between 10 and 225 lines) for the report.
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3100 Hand.bk Page 67 Monday, August 19, 2002 8:49 PM Programming Commit your changes You must commit the programming changes that you have made through the system tool to the database. Some of your saved changes (for example, changing extension numbers) are not applied to the system until you commit them. 1. Choose System from the Selection menu. 2. Click Commit Databases. 3. Read the instructions and click Proceed. The system displays “Operation Successful” when the database is updated.
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3100 Hand.bk Page 68 Monday, August 19, 2002 8:49 PM Technician’s Handbook Programming tips 68 • For programming considerations related to phone features, click Help, click Features in the Table of Contents, and then click Feature Descriptions. • At the end your programming session, remember to commit your changes before your exit the system tool. • If you change the extension’s number or set type of an IP phone, you must reset the phone before your change will take effect.
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3100 Hand.bk Page 71 Monday, August 19, 2002 8:49 PM Configuring the IP Network About IP networking The 3100 ICP system provides small and medium-sized businesses with a Local Area Network (LAN) and Internet connectivity.
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3100 Hand.bk Page 74 Monday, August 19, 2002 8:49 PM Technician’s Handbook In configurations where you are using the DHCP services of the 3100 ICP controller and Network Address Translation (NAT) on the WAN port, you should not need to modify the 3100 ICP DHCP settings. The default IP addressing on the 3100 ICP system works for 90% of all installations. Ensure that your DSL service provider does not block the use of other outgoing e-mail services (Simple Mail Transfer Protocol).
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3100 Hand.bk Page 75 Monday, August 19, 2002 8:49 PM Configuring the IP Network IP programming sequence For most installations the default IP networking settings are acceptable for NET3.
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3100 Hand.bk Page 76 Monday, August 19, 2002 8:49 PM Technician’s Handbook Connecting directly to the Internet You can connect the system directly to the Internet through a high-speed cable modem or DSL modem. The modem connects to the WAN port (NET2) on the 3100 ICP controller. For a static IP configuration, obtain the following destination information from the Internet Service Provider (ISP) • IP address • Subnet Mask • Default ISP Gateway address • DNS addresses.
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3100 Hand.bk Page 77 Monday, August 19, 2002 8:49 PM Configuring the IP Network Figure 9: Direct internet connection using WAN port 1. Connect a straight-through CAT 5 cable from the WAN port on the controller to the modem. 2. Launch the system tool. See Launching the tools (p. 113). 3. Choose IP Networking from the Selection menu. 4. Click Router and then click WAN Ethernet. 5. Click Change. 6. Proceed to one of the following procedures – Using Static IP addressing (p. 78) – Using DHCP Client (p.
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3100 Hand.bk Page 78 Monday, August 19, 2002 8:49 PM Technician’s Handbook After you select one of the above connection methods, the “IP Address Source” fields in the other two methods are ignored by the system. Using Static IP addressing The following procedure is continued from page 77. 7. In the WAN Ethernet form, choose Static from the IP Address Source menu. 8. Scroll down to the Static IP section. 9.
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3100 Hand.bk Page 79 Monday, August 19, 2002 8:49 PM Configuring the IP Network 2. Scroll down the screen to the DHCP section. 3. In the Client Name field, enter the Client Name. Note that some ISPs and DHCP servers do not require you to provide a ClientName or ClientID. 4. Click Save. 5. To enable NAT on Net 2 – Click Network Interface and NAT General. – Click the IP address of the Net 2 destination at the top of the page. – Click Change. – Check the Enable NAT box. – Click Save. 6.
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3100 Hand.bk Page 80 Monday, August 19, 2002 8:49 PM Technician’s Handbook – Click the IP address of the Net destination at the top of the page. – Click Change. – Check Enable NAT box. – Click Save. 7. Under Router, click Global PPP. 8. Click Change. 9. Complete the following fields if required. Typically, you do not need to complete these fields for internet access – Primary WINS IP: – Secondary WINS IP: – Negotiate First: 10. Click Save. 11. Configure DNS.
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3100 Hand.bk Page 81 Monday, August 19, 2002 8:49 PM Configuring the IP Network Connecting to the Internet through an existing LAN You can connect to the Internet through an existing LAN by using the WAN port or a layer-2 switch port. Only qualified network engineers should install the 3100 ICP system into an existing LAN. The 3100 ICP must be physically connected to the existing network with the correct type of cable before you begin either of the following procedures.
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3100 Hand.bk Page 82 Monday, August 19, 2002 8:49 PM Technician’s Handbook Figure 10: Internet connection through router (WAN port) 1. Connect a cable from the WAN port on the controller to the port on the router or layer-2 switch of the customer’s existing LAN. 2. Connect your laptop to a layer-2 switch port on the controller. 3. Launch the system tool. See Launching the tools (p. 113). 4. Choose IP Networking from the Selection menu. 5. Click Router and then click WAN Ethernet. 6. Click Change. 7.
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3100 Hand.bk Page 83 Monday, August 19, 2002 8:49 PM Configuring the IP Network 10. Configure the WAN port of the 3100 ICP system with the following static addresses – IP Address: Enter the IP address of the 3100 ICP WAN port – Subnet Mask: Enter subnet mask of 3100 ICP WAN port – Default Gateway Address: Enter IP address of the router that the system goes through to connect to the internet. 11. Click Save.
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3100 Hand.bk Page 84 Monday, August 19, 2002 8:49 PM Technician’s Handbook server. For instruction on how to use the DHCP services of a remote server, see Using a remote DHCP server (p. 85) . Figure 11: Internet connection through router (layer-2 switch port) 1. Connect a crossover cable from a layer-2 port on the controller to a layer-2 switch port on the customer’s LAN. 2. Choose IP Networking from the Selection menu. 3. Click Router and then click IP Routing Table. 4. Click Add. 5.
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3100 Hand.bk Page 85 Monday, August 19, 2002 8:49 PM Configuring the IP Network 6. Click Save. 7. Commit the database. 8. Launch a browser on any PC that is a DHCP client that is connected to the system LAN. Verify that you can access the Internet. 9. Backup the database. See Backing up the software and/or database (p. 128).
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3100 Hand.bk Page 86 Monday, August 19, 2002 8:49 PM Technician’s Handbook 4. Click Change. In the DHCP Server field, choose Disable. 5. From the Advertise as Default Gateway menu, choose Not this system. 6. Click Save. 7. Click Router, click Network Interface, and then select the IP address of the Net 3 destination at the top of the right page. 8. Click Change. 9.
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3100 Hand.bk Page 87 Monday, August 19, 2002 8:49 PM Configuring the IP Network 3. Click DHCP, click DHCP Server and then click DHCP Options. 4.
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3100 Hand.bk Page 88 Monday, August 19, 2002 8:49 PM Technician’s Handbook Changing the assigned DHCP IP address range Use this procedure to program the layer-2 switch (NET 3) of the 3100 ICP system to support a different DHCP IP address range. This procedure changes the default layer-2 switch IP address (192.168.1.2) to match the customer’s required LAN subnet addressing. In this example, the phones and PC’s use the DHCP service on the 3100 ICP system and all devices are plugged into the 3100 ICP system.
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3100 Hand.bk Page 89 Monday, August 19, 2002 8:49 PM Configuring the IP Network 2. Add the Name, IP address, and Bit Mask to fit your existing LAN subnet. 3. Ensure that the Advertise as Default Gateway field is set to This System First. 4. Click Save. Add the DHCP IP Address range 1. Click DHCP IP Address Range. 2. Click Add. 3. Enter a name for the IP Range. 4. Enter valid Start and End addresses of the IP range. 5. Leave the other parameters at the defaults and then click Save.
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3100 Hand.bk Page 90 Monday, August 19, 2002 8:49 PM Technician’s Handbook 4. Click Save. 5. Commit the database. !% cUS d_ ! ]Y^ “Operation Successful” is displayed when the commit database is complete. 6. Connect a crossover cable from a layer-2 switch port on the controller to the existing LAN. 7. Launch a DOS command window and ensure that you can ping computers that are located on the existing LAN. Ping the DNS names of the computers. You must set the PC to use the 3100 ICP system as its DNS server.
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3100 Hand.bk Page 91 Monday, August 19, 2002 8:49 PM Configuring the IP Network Configuring Domain Name Service The 3100 ICP controller includes a Domain Name Service (DNS). You should configure this service to help users resolve local and remote web queries. Users will not be able to browse the Internet unless you have configured DNS to forward user’s requests to the DNS sever of the Internet Service Provider (ISP). 1. Launch the system tool. See Launching the tools (p. 113). 2.
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3100 Hand.bk Page 92 Monday, August 19, 2002 8:49 PM Technician’s Handbook 4. Repeat step 2 and step 3 for each computer and IP phone on the LAN. 5. Choose System from the Selection menu. 6. Click Commit Databases and then click Proceed. !% cUS d_ ! ]Y^ 92 “Operation Successful” is displayed when the commit database is complete.
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3100 Hand.bk Page 93 Monday, August 19, 2002 8:49 PM Configuring the IP Network Assigning a gateway Most configurations have either a gateway server or a DSL router. You can set up the 3100 ICP system to direct all traffic bound for the Internet through a gateway server or through a router instead of going through the system’s WAN port. If your router or firewall is positioned between your DSL modem and the 3100 system, connect the system to the Internet through a layer-2 switch port.
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3100 Hand.bk Page 94 Monday, August 19, 2002 8:49 PM Technician’s Handbook Server IP address if you have one on your network) – Leave the other fields at their defaults. 8. Click Save. 9. Commit your changes.
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3100 Hand.bk Page 95 Monday, August 19, 2002 8:49 PM Configuring the IP Network Programming dial-up access to an ISP To connect a modem to an ISP 1. Launch the system tool. 2. Choose IP Networking from the Selection menu. 3. Click Router, click Destinations and then select an available destination (from Net 5 to Net 13). 4. Click Change and change the destination name to ISP_LINK. 5. Click Save. 6. Click Remote Connection and then click Add. 7. Add a new entry for destination ISP_LINK.
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3100 Hand.bk Page 96 Monday, August 19, 2002 8:49 PM Technician’s Handbook 14. Notice that a default route entry will show up in the routing table (via NextHop 10.122.122.122). When stimulus is received and is forwarded through the default route, either through a browse action or a ping, the ISP will be dialed and a connection will be established.
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3100 Hand.bk Page 97 Monday, August 19, 2002 8:49 PM Configuring the IP Network Restricting LAN access (firewall) You can use Mitel Networks 6000 Small Business Applications Platform (SBAP) or the SonicWALL™ SOHO2 Internet security appliance to create a secure barrier (firewall) between the 3100 ICP local network and the public Internet. A firewall keeps a network secure from external intruders.
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3100 Hand.bk Page 98 Monday, August 19, 2002 8:49 PM Technician’s Handbook Figure 12: Connecting the 6000 SBAP to layer-2 switch port 2. When you install the 6000 SBAP, set the console settings in the following order: Primary domain name: (choose a domain) System name: mitel6000 Local network ethernet adapter: (choose a device) Local IP address: 192.168.1.251 Local subnet mask: 255.255.255.
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3100 Hand.bk Page 99 Monday, August 19, 2002 8:49 PM Configuring the IP Network 4. Enter your username and password User: admin Password: (as set during installation) 5. In the Workgroup pane, set “Workgroup and Domain Controller to “Yes” 6. From the “Servicelink -> Status” panel, enter the Service Account and click Register. 7. From the “Administration ->Blades” panel, install the “IP-Phone-Support” blade. 8. Refresh the browser window to display the “Administration ->IP phone” support panel. 9.
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3100 Hand.bk Page 100 Monday, August 19, 2002 8:49 PM Technician’s Handbook Connecting the 6000 SBAP to the WAN port This configuration is not recommended. Although this configuration does not use up a layer-2 switch port, it prevents some of the 6000 SBAP services from functioning correctly and also impacts the network throughput because the 3100 ICP system will perform Network Address Translation (NAT) on all outbound data traffic. Configuring the 6000 SBAP for connection to WAN port 1.
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3100 Hand.bk Page 101 Monday, August 19, 2002 8:49 PM Configuring the IP Network Local subnet mask: 255.255.255.0 Operation mode: server and gateway External access mode: dedicated Ethernet network ethernet adapter: (choose the other device) External interface configuration: (obtain from ISP) DHCP server configuration: Off Master DNS server: (leave blank) Proxy server: No 3. After installing the 6000 SBAP, log in to the server manager from your browser at the following URL: http://192.168.0.
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3100 Hand.bk Page 102 Monday, August 19, 2002 8:49 PM Technician’s Handbook Appletalk filesharing will not work between the 6000 SBAP and computers that are connected to the 3100 ICP system. The ServiceLink IPSEC VPN service for server-to-server connections will not work with this configuration. Client-to-server VPN connections that use PPTP will, however, operate normally. Configure the 3100 ICP 1. Launch the system tool. 2. Choose IP Networking from the Selection menu. 3.
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3100 Hand.bk Page 103 Monday, August 19, 2002 8:49 PM Configuring the IP Network 3. Configure your PC to use IP address 192.168.168.2, Subnet 255.255.255.0, and Gateway 192.168.168.168. 4. Connect the PC to the LAN port on the SonicWall SOHO2, using either a CAT 5 crossover cable or via a hub or switch. 5. Start Internet Explorer 5.5 and go to the following address 192.168.168.168. 6. If necessary, download new firmware to SonicWall SOHO2 and wait for it to restart.
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3100 Hand.bk Page 104 Monday, August 19, 2002 8:49 PM Technician’s Handbook 21. Click in the Dest Network field in Add Route. 22. Enter address 192.168.1.0 (3100 ICP LAN network). 23. Tab to the Subnet Mask field and enter 255.255.255.0 24. Tab to the Gateway field and enter 192.168.168.2 (address of the 3100 ICP WAN Ethernet interface). 25. Click Update at bottom of window. 26. Restart the SonicWall SOHO2 appliance. 27. Close all browser windows. Configure the 3100 ICP system with the SonicWALL SOHO2 1.
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3100 Hand.bk Page 105 Monday, August 19, 2002 8:49 PM Configuring the IP Network 10. Ensure that the IP Address Source is set to Static and the Bit Mask is defined as 255.255.255.0 and the IP address is 192.168.168.2. 11. Click Save. 12. From the IP Networking list on the left-hand side of the screen, click IP Routing Table and then click Add. 13. In the IP Routing Table dialog box, change the Next Hop Address field to 192.168.168.1 (the address of the SonicWALL firewall).
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3100 Hand.bk Page 106 Monday, August 19, 2002 8:49 PM Technician’s Handbook IP networking tips • After you perform a database restore, the DNS Host name for the system reverts to the default “mn3100”. Therefore, if you have changed the default DNS Host name of the system, you must reprogram it after a database restore. • The WAN Link Idle timeout is set to 5 minutes. You cannot change this setting through the system tool.
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3100 Hand.bk Page 111 Monday, August 19, 2002 8:49 PM Routine maintenance Checking the system 1. Check the controller and expansion unit. Ensure all Light Emitting Diodes (LEDs) are displaying correctly. See Checking the system LEDs (p. 141). 2. Make internal and external calls from the IP phones and analog sets. 3. Call into the system and ensure that incoming calls ring the required extension (attendant) or extensions. 4. Log on to a PC on the network and ensure that you can access the Internet. 5.
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3100 Hand.bk Page 112 Monday, August 19, 2002 8:49 PM Technician’s Handbook 10. Ensure that end users have user guides. See Creating a user guide (p. 136). 11. Ensure that remote system access is set up if you plan to perform remote programming. See Using a remote access session (p. 131). 12. Ensure that you have made recent backups. See Performing backups (p. 128). 13. Ensure that a firewall is in place to protect the network from intruders. See Restricting LAN access (firewall) (p. 97).
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3100 Hand.bk Page 113 Monday, August 19, 2002 8:49 PM Routine maintenance Launching the tools You can connect a PC or laptop to the 3100 ICP system through • a LAN drop • the Ethernet port on the back of the IP Phone • directly to a layer-2 switch port on the Mitel Networks 3100 ICP controller or expansion unit. You must configure the PC to accept an IP address from the 3100 ICP system. See Configuring the PC (p. 26).
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3100 Hand.bk Page 114 Monday, August 19, 2002 8:49 PM Technician’s Handbook Enabling your licensed options Your Mitel Options System Selection (MOSS) passcode determines your licensed system options. It corresponds to a unique System Identification (SYSID) code that is assigned to your system. You must enter your MOSS option code into the system to enable purchased options. Obtain your MOSS option code 1. Launch your browser and go to the following URL: www.mitel.com 2.
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3100 Hand.bk Page 115 Monday, August 19, 2002 8:49 PM Routine maintenance Enable your options 1. Launch the system tool. See Launching the tools (p. 113). 2. Choose System from the Selection menu. 3. Click License and then click Change. 4. Enter your licensed options and license passcode (MOSS code). 5. Click Save. Your system is updated with the new options automatically. You do not need to reboot the system. 6. Commit the database.
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3100 Hand.bk Page 117 Monday, August 19, 2002 8:49 PM Routine maintenance Powering down the system Do not disconnect the system power if the LED is flashing red and amber. 1. Ensure that you have current backups. See Performing backups (p. 128). 2. Ensure that there are no database backups or restores in progress. 3. Ensure that the Power LED on the controller front panel is steady green. 4. Straighten out a paper clip. 5. Using the paper clip, press and release the CONFIG button. 6.
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3100 Hand.bk Page 118 Monday, August 19, 2002 8:49 PM Technician’s Handbook Powering up the system 1. Connect the power cord to the rear panel of the controller unit and plug the power cord into a power bar. 2. Connect the power bar to a power outlet. 3. Check the Power LED.
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3100 Hand.bk Page 119 Monday, August 19, 2002 8:49 PM Routine maintenance Upgrading the system Installing option modules 1. Power down the controller and disconnect all connections to the public telecommunications network. 2. Attach an anti-static strap. 3. Remove the top cover. 4. Locate the option module slots (see Figure 5). Note that BRI modules (UK only) can be installed in option module slots 1 and 2. 5. Remove the four screws from the standoffs. The locations of the screws are shown in Figure 15.
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3100 Hand.bk Page 120 Monday, August 19, 2002 8:49 PM Technician’s Handbook 6. Insert the two standoffs supplied with the options module. Figure 16: Inserting the standoffs (option module 1) 7. Secure the options module with the four screws. 8. Replace the metal plate and top cover. 9. Connect the lines or phones and power up the system. 10. To program additional lines, see Program the incoming access (ring maps) (p. 51). To program new sets, see Modify the extensions and system directory (p. 50).
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3100 Hand.bk Page 121 Monday, August 19, 2002 8:49 PM Routine maintenance 3. Remove the top cover of the controller. 4. Install the Uplink card (see Figure 17) on the two standoffs. 5. Secure the Uplink card with the supplied screws. Figure 17: Installing the expansion unit 7. Power up the system. Performing a software upgrade You perform a software upgrade to install a new software load within the same release.
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3100 Hand.bk Page 122 Monday, August 19, 2002 8:49 PM Technician’s Handbook Not all software upgrades require a voice mail software upgrade. Read the Field Change Instruction (FCI) document first. ONLY upgrade voice mail software when required. If a software upgrade fails, you can restore the previous software version and database (N-1 version) that is stored on the system hard drive. See Restoring the system with the factory software (p. 156).
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3100 Hand.bk Page 123 Monday, August 19, 2002 8:49 PM Routine maintenance $% ]Y^ 12. After you click Reboot the 3100 ICP, the power indicator turns red for about 30 seconds. 13. Restore your database. Restoring the database/software and database (p. 154). Applying a software patch A software patch is used to fix a problem in the software. Software patches are posted on the Mitel Online site. To apply a software patch 1. Download the patch from Mitel Online to a PC on the LAN. 2. Launch the system tool.
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3100 Hand.bk Page 124 Monday, August 19, 2002 8:49 PM Technician’s Handbook To perform a flash upgrade you require • Laptop or PC with Hyperterminal or equivalent communication package • System software CD-ROM (for the voice mail software) • Adapter cable. You can build an adapter cable using a DB9 to RJ45 connector and a straight RJ45 patch cable. See Cable pinouts (p. 195). To perform a flash upgrade 1. Perform backups (including a voice mail data backup). 2.
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3100 Hand.bk Page 125 Monday, August 19, 2002 8:49 PM Routine maintenance 9. Locate dipswitch S1. It’s positioned next to the round SysID module (see Figure 18). Figure 18: Location of dipswitch (S1) 11. Connect the lower DB9 male connector on the front panel of the controller to the female COM port on the laptop using a CAT5 patch cord. 12. Remove the existing flash card and replace it with the new flash card. If the flash card does not install easily, you may have it upside down.
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3100 Hand.bk Page 126 Monday, August 19, 2002 8:49 PM Technician’s Handbook 14. Power up the 3100 ICP system. 15. Diagnostic information will be displayed on the screen. When the following text appears: Recovery Lite Begin Looking for valid software Verifying image /ata0/vxWorks Recovery Lite Success Press any key to stop auto-boot. . 7 6 5 16. Press any key. 17. Hyperterminal displays “MN3100 ICP->”. 18. Type “syshd” and press the Enter key.
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3100 Hand.bk Page 127 Monday, August 19, 2002 8:49 PM Routine maintenance CD-ROM because they are not included on the flash card – Insert the software CD-ROM in the PC CD-ROM drive – In the system tool, choose System from the Selection menu. – Click System, click Install Voicemail and then click Proceed. – Click Browse and navigate to file vmail__.maz and then click Open. – When the software has finished loading, click Reboot the system. 24.
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3100 Hand.bk Page 128 Monday, August 19, 2002 8:49 PM Technician’s Handbook Performing backups During a backup operation, do not navigate off the backup page and do not close your browser until the backup is complete.
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3100 Hand.bk Page 129 Monday, August 19, 2002 8:49 PM Routine maintenance 2. Choose System from the Selection menu. 3. Click Backup/Restore, click Database and Software and then click Backup. 4. Read the instructions and then click Proceed. 5. Check the database option or both the database and software option. 4QdQRQcU !% cUS d_ " ]Y^ 6. Click Save As and navigate to a folder on your PC. 7. Select a file or enter a filename and click Save. It’s good practice to include the date in the filename.
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3100 Hand.bk Page 130 Monday, August 19, 2002 8:49 PM Technician’s Handbook Saving call (SMDR) logs I_e SQ^ cQfU dXU cicdU] SQ\\ \_Wc d_ Q TYbUSd_bi _^ i_eb S_]`edUb Q^T dXU^ UYdXUb fYUg dXU] _^cSbUU^ _b `bY^d dXU] _ed _^ Q `bY^dUb 9^ _bTUb d_ cQfU SQ\\ \_Wc i_e ]ecd VYbcd S_^VYWebU SQ\\ \_WWY^W CUU 3_^VYWebY^W SQ\\ \_WWY^W C=4B ` &% 1. Launch the system tool. Launching the tools (p. 113). 2. Choose System from the Selection menu. 3. Click Save Call Logs. 4.
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3100 Hand.bk Page 131 Monday, August 19, 2002 8:49 PM Routine maintenance Using a remote access session You can access the system tool, group administration tool, and desktop user tools from a remote PC. To set up the 3100 ICP system to support remote access, you must set up remote access on the 3100 ICP system and then set up dial-up access from the remote PC.
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3100 Hand.bk Page 132 Monday, August 19, 2002 8:49 PM Technician’s Handbook 10. In IP Routing Table page, set the following – IP Address: 000.000.000.000 – Bit Mask: 0.0.0.0 – Next Hop Address: enter the IP address of the gateway device (router, gateway, firewall) 11. Click Save. 12. Under Destination, click Remote Security and then click Add. 13.
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3100 Hand.bk Page 133 Monday, August 19, 2002 8:49 PM Routine maintenance 20. Click Save. 21. Commit your changes to the database. Launching the tools from a remote session To connect to the 3100 ICP modem using Windows Client Dialup Networking, you must use the Operator Assisted Dialing option. This option allows you to initiate the call using a standard phone attached to your modem. Setting up Client Dialup Networking 1. In Windows 95/98/2000, open the My Computer folder. 2.
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3100 Hand.bk Page 134 Monday, August 19, 2002 8:49 PM Technician’s Handbook Setting up the remote connection 1. In the Dial-up Connections window, double-click the icon for the 3100 ICP system connection. 2. Place a call to the 3100 ICP system attendant through a standard phone that is connected to the modem. 3. When the voice mail auto attendant answers, transfer your call to extension 1200 (system modem). 4. After your call has been transferred, click Connect. 5.
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3100 Hand.bk Page 135 Monday, August 19, 2002 8:49 PM Routine maintenance Changing extensions or set types Changing an extension number or set type If you change the extension number of an IP phone or change the set type, you must commit the database and then reset the phone for the change to take immediate effect. Otherwise, the system will automatically update the phone with the new extension number or set type within approximately 10 minutes.
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3100 Hand.bk Page 136 Monday, August 19, 2002 8:49 PM Technician’s Handbook Creating a user guide I_e SQ^ SbUQdU Secd_]YjUT ecUb WeYTUc V_b `X_^U ecUbc dXb_eWX =Q^eQ\ =Q[Ub =Q^eQ\ =Q[Ub Yc Q gUR RQcUT Q``\YSQdY_^ _^ =YdU\ ?^\Y^U dXQd i_e SQ^ QSSUcc dXb_eWX dXU Wb_e` QT]Y^YcdbQd_bµc d__\ D_ \Qe^SX =Q^eQ\ =Q[Ub i_e ]ecd XQfU Y^dUb^Ud QSSUcc D_ `bY^d ecUb WeYTUc i_e ^UUT Q `bY^dUb S_^^USdUT d_ dXU <1> To create user guides 1. Launch the group administration tool. See Launching the tools (p. 113).
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3100 Hand.bk Page 137 Monday, August 19, 2002 8:49 PM Routine maintenance Using a database template You can use database templates to reduce the amount of time that it takes to program a system. A database template is simply a copy of an existing database that you can load into a new system through the quick installation tool. If you are installing multiple systems that have similar settings you can program a system with these settings and save it as a template for other systems.
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3100 Hand.bk Page 138 Monday, August 19, 2002 8:49 PM Technician’s Handbook Loading a database template 1. Take the database template to site on your laptop. 2. When you run the quick configuration tool during the installation procedure, choose to replace the existing default database with your template database. 3. Complete programming as required. Maintenance tips 138 • Keep regular backups. • Ensure that you record your SysID module number and your MOSS number. • Record all passwords.
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3100 Hand.bk Page 141 Monday, August 19, 2002 8:49 PM Troubleshooting and Repair Checking the system LEDs Table 4: System LEDs states ;43 Power ONS 2^[^da Green System is powered up and running Running bootrom VX Works On steady Running diagnostics Red On steady Error condition with diagnostics Red and Amber Alternating Red and Amber System is updating the bootrom and MMC firmware and IP expansion unit DO NOT POWER DOWN WHILE POWER LED IS ALTERNATING RED AND AMBER.
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3100 Hand.bk Page 142 Monday, August 19, 2002 8:49 PM Technician’s Handbook Checking the logs You can view maintenance and software logs through the system tool. 1. Launch the system tool. See Launching the tools (p. 113). 2. Choose Diagnostics from the Selection menu. 3. Click Logs and then click All Logs. 4. Go to the very last page to view the most recent log messages. – In the Go to: field, select Page # – In the Value field, enter the last page number – Click Go. 5.
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3100 Hand.bk Page 143 Monday, August 19, 2002 8:49 PM Troubleshooting and Repair Viewing diagnostics Starting a diagnostic session To start up a local diagnostic session, you need • one Male “DB9 to RJ45” connector • one Female “DB9 to RJ45” connector • one CAT5 patch cord • communication application (such as Hyperterminal) • a computer or laptop. Since you are running a local diagnostic session you do not require a modem.
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3100 Hand.bk Page 144 Monday, August 19, 2002 8:49 PM Technician’s Handbook Stop Bits: 1 Flow Control: None 7. Click OK. 8. Type the Enter key to display the Hyperterminal prompt. Checking the bootup script To check the bootup script 1. With the Hyperterminal application connected and running, power down the 3100 ICP system and then power it on again. 2.
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3100 Hand.bk Page 145 Monday, August 19, 2002 8:49 PM Troubleshooting and Repair Line troubleshooting Table 5: Line troubleshooting Bh\_c^\b ?a^QPQ[T RPdbTb 2^aaTRcXeT PRcX^]b Unable to make any external calls or frequently unable to access an external line. Service provider has not connected lines. Unplug the cable that connects the line service to line port on the system. Connect a standard analog phone or telephone test phone and plug it directly into the service providers line socket.
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3100 Hand.bk Page 146 Monday, August 19, 2002 8:49 PM Technician’s Handbook IP phone troubleshooting Table 6: IP phone troubleshooting Bh\_c^\ Unable to place calls from an IP phone. Phone is unresponsive. ?a^QPQ[T RPdbT 2^aaTRcXeT PRcX^] Phone is locked up. If an IP phone appears to be locked up and is displaying “Mitel Networks”, reset the phone by disconnecting it and then reconnecting it. Faulty programming.
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3100 Hand.bk Page 147 Monday, August 19, 2002 8:49 PM Troubleshooting and Repair Analog phone troubleshooting Table 7: Analog phone troubleshooting Bh\_c^\ Unable to place calls from an analog phone. ?a^QPQ[T RPdbT 2^aaTRcXeT PRcX^] Faulty connection at the extension. Ensure that the line cord is properly connected to the wall and phone sockets. Replace the line cord. Faulty programming. Verify that your number plan, extension groups, and secondary number plan are programmed correctly.
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3100 Hand.bk Page 148 Monday, August 19, 2002 8:49 PM Technician’s Handbook System troubleshooting Table 8: System troubleshooting Bh\_c^\ ?a^QPQ[T RPdbT 2^aaTRcXeT PRcX^] You receive Database Error messages while entering data in the system tool. Incorrect version of Internet Explorer. Obtain required version of Internet Explorer. See PC requirements (p. 22). Data that you know you have saved in a page of the system tool disappears. Data in the tools is not appearing correctly.
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3100 Hand.bk Page 149 Monday, August 19, 2002 8:49 PM Troubleshooting and Repair Network troubleshooting Check network connectivity after each corrective action. Table 9: Network troubleshooting Bh\_c^\ Layer-2 switch port LED is off. ?a^QPQ[T RPdbT 2^aaTRcXeT PRcX^] Faulty connection between 3100 ICP layer-2 switch port and the patch panel Check connection Faulty connections between PC and IP phone. Ensure cables are connected correctly.
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3100 Hand.bk Page 150 Monday, August 19, 2002 8:49 PM Technician’s Handbook Using Windows networking commands EcU GY^T_gc ^Udg_b[Y^W S_]]Q^Tc d_ XU\` i_e WQdXUb ^Udg_b[ Y^V_b]QdY_^ Q^T db_eR\UcX__d `b_R\U]c D_ QSSUcc Q 4?C S_]]Q^T gY^T_g Vb_] Q S_]`edUb S\YS[ BcPac S\YS[ ?a^VaP\b Q^T dXU^ S\YS[ 2^\\P]S ?a^\_c _b B ?a^\_c DXU S_]]Q^T gY^T_g _`U^c • IPConfig (WinNT only): Displays the TCP/IP-related configuration of a host.
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3100 Hand.bk Page 151 Monday, August 19, 2002 8:49 PM Troubleshooting and Repair • Tracert: Allows you to view or modify the route table. Tracert uses the IP TTL field and ICMP error messages to determine the route from one host to another through a network. • Route print: Displays a list of current routes known by IP for the host. • Route add: Adds routes to the table. • Route delete: Removes routes from the table. • Netstat: displays protocol statistics and current TCP/IP connections.
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3100 Hand.bk Page 153 Monday, August 19, 2002 8:49 PM Troubleshooting and Repair Fixing database or software corruption Software or database corruption can occur due to user error, hardware failure, or software problems. Use the following procedures to fix database or software corruption. Database restore: If the database is faulty and the information that is programmed in the database is corrupted, restore the database from the latest database backup.
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3100 Hand.bk Page 154 Monday, August 19, 2002 8:49 PM Technician’s Handbook Restoring the database/software and database 1. Launch the system tool. See Launching the tools (p. 113). 2. Choose System from the Selection menu. 3. Click Backup/Restore, click Database and Software, and then click Restore. 4. Read the instructions and click Proceed. 5. Click Browse, navigate to the latest database backup file (.maz) and click Open. 6.
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3100 Hand.bk Page 155 Monday, August 19, 2002 8:49 PM Troubleshooting and Repair 11. Through the system tool, check the corruption has been corrected. Restoring the system with previous software This procedure overwrites the current version of the database and software with a previous software version and database. If you have not performed an upgrade of the system since the initial installation, this procedure will simply reboot the system.
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3100 Hand.bk Page 156 Monday, August 19, 2002 8:49 PM Technician’s Handbook 8. Restore your voice mail database. See Restoring voice mail data (p. 157). Restoring the system with the factory software This procedure overwrites the current version of the database and software with the factory version (Golden image) of the software and database. Before proceeding, ensure that you have recent database backups available. 1.
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3100 Hand.bk Page 157 Monday, August 19, 2002 8:49 PM Troubleshooting and Repair Restoring voice mail data 1. Launch the system tool. See Launching the tools (p. 113). 2. Choose System from the Selection menu. 3. Click Backup/Restore, click Voice Mail, and then click Restore. 4. Read the instructions and click Proceed. 5. Click Browse, navigate to the latest voice mail database backup file (.maz). 6. Select Restore Mitel 3100 Full Voicemail. 7. Click Do Restore.
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3100 Hand.bk Page 158 Monday, August 19, 2002 8:49 PM Technician’s Handbook Replacing faulty components This section covers replacing the flash card and hard disk. Refer to the Technical Manual for instructions on how to replace other components. Replacing the flash card Obtain a replacement flash card from Mitel Networks Corporation. 1. Ensure that you have a flash card backup available. 2. Power down the system. Powering down the system (p. 117). 3. Attach an anti-static strap. 4.
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3100 Hand.bk Page 159 Monday, August 19, 2002 8:49 PM Troubleshooting and Repair Figure 20: Flash card 7. Insert the replacement card. Ensure that the small lip on the edge furthest from the connector faces down towards the rear of the main unit, so that the card mates correctly with the socket. Push it fully into the socket. 8. Replace the controller cover. 9. Reconnect the uplink cable to the expansion unit. 10. Reconnect the power cord and switch the unit on. 11. Restore the database and software.
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3100 Hand.bk Page 160 Monday, August 19, 2002 8:49 PM Technician’s Handbook Replacing a faulty hard disk Obtain a formatted hard disk from Mitel Networks Corporation. 1. Ensure that you have a software and database backup available. 2. Power down the system. Powering down the system (p. 117). 3. Attach an anti-static strap. 4. If your system has an expansion unit, disconnect the up-link cable from the up-link card connector. 5. Remove the retaining screws and lift the cover away from the controller. 6.
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3100 Hand.bk Page 161 Monday, August 19, 2002 8:49 PM Troubleshooting and Repair 7. Carefully lift the up-link card away from the control unit, disconnecting the connectors on the underside, and at the same time guiding the connectors at the rear through the opening in the casing. 8. Disconnect the power supply connector and the ribbon cable from the hard disk. Figure 22: Hard disk 9.
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3100 Hand.bk Page 162 Monday, August 19, 2002 8:49 PM Technician’s Handbook 13. Power up the system and restore your software and database to the hard disk. See Restoring the database/software and database (p. 154).
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3100 Hand.bk Page 163 Monday, August 19, 2002 8:49 PM Troubleshooting and Repair Troubleshooting tips • Always check the physical components, such as the cables, NIC cards, wall jacks, hubs and switches before you begin troubleshooting the network settings (IP addresses, router configuration, gateway settings and so forth). • Ensure that you have a physical connection between the IP phone and/or computer and the layer-2 switch port on the system before you begin troubleshooting the network settings.
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3100 Hand.bk Page 167 Monday, August 19, 2002 8:49 PM Default Database Default Database • Numbering plan • Numbering assignment • Analog set configuration • Analog line configuration • Class of service • Class of restriction • Timers • Feature access codes. Refer to the Programming section of the Technical Manual for descriptions of all the available parameters and their defaults.
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3100 Hand.bk Page 169 Monday, August 19, 2002 8:49 PM Default Database Analog set configuration Device type: Phone • Analog recall type: Calibrated flash • Analog recall event: Hold • External voice mail No • Ext voice mail pre-dial digit No • Door intercom unit No • Line length SHORT (less than 400 m) Default Database • Analog line configuration (NA) • Line protocol: North American • Ring bridge period: 5.
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3100 Hand.bk Page 170 Monday, August 19, 2002 8:49 PM Technician’s Handbook • the default is Class of Service (COS) 6, that is, no restrictions • an extension set at COS 0 cannot make outgoing calls, except for Global Exceptions (for example, emergency numbers). • The system can have five groups each with a maximum of twenty exception strings per COS.
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3100 Hand.bk Page 172 Monday, August 19, 2002 8:49 PM Technician’s Handbook Feature access codes The digit 6 is assigned in the flexible number plan as the leading digit for feature access codes. To modify the leading digit, see Review the numbering plan (p. 42).
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3100 Hand.bk Page 177 Monday, August 19, 2002 8:49 PM Reference Call logging (SMDR) details Table 15: Call logging definitions Heading Definition Displays the record number for each log -- the Sequence Number resets to 0 when record 998 is reached. CODE Displays a four-character code, which identifies the logged event. Refer to Table for a list of these events. EXT NO (Extension Number) The number of the extension, or the line in the case of a tandem-switched calls that originated the call.
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3100 Hand.bk Page 179 Monday, August 19, 2002 8:49 PM Reference Ring Map handling For systems installed in the UK • LS/Class lines are non-DDI only • BRI lines can be DDI or non-DDI. Reference Table 17: Standard ring map operation Standard ringmap operation for DID (NA) and non-DDI only lines (UK) Entry 1 Entry 2 Entry 3 Overflow Ext - - N/A Rings the single extension and never goes to the attendant (backstop).
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3100 Hand.bk Page 180 Monday, August 19, 2002 8:49 PM Technician’s Handbook Table 17: Standard ring map operation (continued) Standard ringmap operation for DID (NA) and non-DDI only lines (UK) Entry 1 Mov Stan Mov 180 Entry 2 - - - Entry 3 - - - Overflow Call progression Stan Rings the first member of the Moving Group Cyclic Ring Timer Expires Call moves to next element in Group. This repeats till reaches the last element in Group. Cyclic Ring Timer Expires; Rings all elements in group.
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3100 Hand.bk Page 181 Monday, August 19, 2002 8:49 PM Reference Table 17: Standard ring map operation (continued) Standard ringmap operation for DID (NA) and non-DDI only lines (UK) Entry 1 Entry 2 Entry 3 Overflow Call progression - - Ext Ext Stan - N/A Call Rings Single Extension and All members of the Standard Group. The Call will never go to the attendant (backstop).
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3100 Hand.bk Page 182 Monday, August 19, 2002 8:49 PM Technician’s Handbook Table 17: Standard ring map operation (continued) Standard ringmap operation for DID (NA) and non-DDI only lines (UK) Entry 1 Ext Mov Mov Mov 182 Entry 2 Mov Ext Stan Mov Entry 3 Ext Mov Mov Mov Overflow Call progression N/A Call rings both Extensions and the first element of the moving group. Cyclic Ring Timer Expires; Both extensions continue to Ring while next element of the moving group starts to ring.
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3100 Hand.bk Page 183 Monday, August 19, 2002 8:49 PM Reference The Overflow Element of a Group will only be activated if it is the only element in the ring map, otherwise it will only ring the normal elements of the group. Moving Groups (MOV) refer to both Cyclic and Moving as the only difference in behavior is the selection of the start point.
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3100 Hand.bk Page 184 Monday, August 19, 2002 8:49 PM Technician’s Handbook Table 18: Cyclic ring map operation (continued) Cyclic ring map operation for DID (NA) and non-DDI only lines (UK) Entry 1 Ext Ext Ext Stan Stan 184 Entry 2 Mov Ext Stan Ext Stan Entry 3 - - Ext Stan Stan Overflow Call progression N/A Call rings the Single Extension Cyclic Ring Timer Expires; Call moves to first element of Moving Group Cyclic Ring Timer Expires; Call moves to Next element in the Group.
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3100 Hand.bk Page 185 Monday, August 19, 2002 8:49 PM Reference Table 18: Cyclic ring map operation (continued) Cyclic ring map operation for DID (NA) and non-DDI only lines (UK) Entry 1 Ext Mov Ext Mov Ext Entry 3 Ext Ext Mov Overflow Call progression N/A Call Rings First Extension Cyclic Ring Timer Expires; Call moves to Second Extension Cyclic Ring Timer Expires; Call moves to Third Extension Cyclic Ring Timer Expires; Call goes to attendant (backstop).
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3100 Hand.bk Page 186 Monday, August 19, 2002 8:49 PM Technician’s Handbook Table 18: Cyclic ring map operation (continued) Cyclic ring map operation for DID (NA) and non-DDI only lines (UK) Entry 1 Mov Mov 186 Entry 2 Stan Mov Entry 3 Mov Mov Overflow Call progression N/A Call rings first element of first moving group Cyclic Ring Timer Expires; Call moves to Next element in the moving group This repeats until the last element in the group is found.
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3100 Hand.bk Page 187 Monday, August 19, 2002 8:49 PM Reference Table 19: DID (NA) and DDI (UK) operation Target Overflow Call progression N/A Stan None Call Presented to All elements in Group. DDI Group Timer Expires Call goes to Extension Group 0.
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3100 Hand.bk Page 188 Monday, August 19, 2002 8:49 PM Technician’s Handbook Table 19: DID (NA) and DDI (UK) operation (continued) Target Mov Overflow Mov Call progression Call rings first element in Group Cyclic Ring Timer Expires; Call moves to next element in Group. This is repeated till the last element in the group is rung.
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3100 Hand.bk Page 190 Monday, August 19, 2002 8:49 PM Technician’s Handbook Port pinouts Table 20: Serial port pinouts Pin number Signal name Abbreviation 1 Data Carrier Detect DCD 2 Receive Data RXD 3 Transmit Data TXD 4 Data Terminal Ready DTR 5 Ground GND 6 Data Set Ready DSR 7 Request to Send RTS 8 Clear to Send CTS 9 Ring Indication RI The upper controller serial port supports call logging (SMDR); the lower serial port supports and diagnostics and maintenance functions.
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3100 Hand.bk Page 193 Monday, August 19, 2002 8:49 PM Reference Table 26: ONS module pinouts Signal Pin number Ring (B-wire) 4 Tip (A-wire) 5 Reference Table 27: LS/CLASS module Pin number Signal 1 to 3 No connection 4 Ring (B-wire) 5 Tip (A-wire) 6 to 8 No connection The Tip (A-wire) and Ring (B-wire) pair carry speech signals at voltages between 0 and -120 V dc.
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3100 Hand.bk Page 194 Monday, August 19, 2002 8:49 PM Technician’s Handbook Line protocols Line protocols have the following behaviors: Unguarded Clear: Similar to a standard home telephone where the person handling the call is expected to either • hang up before the other party does, or • hang up after hearing dial tone or reorder tone (after the other party hangs up). Guarded Clear: Not supported on the current hardware. CTR.
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3100 Hand.bk Page 199 Monday, August 19, 2002 8:49 PM Planning Introduction Photocopy the tables in this chapter and complete them before you program the system. Tables are provided for planning system login attributes • voice parameters (extensions and lines) • toll restriction • voice mailbox programming • network information.
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3100 Hand.bk Page 205 Monday, August 19, 2002 8:49 PM Planning Table 34: Night Service groups Extension Night Service Group 1 Night Service Group 2 (Yes/No) (Yes/No) Planning Table 35: Line groups Line Number Line Group Number Department (e.g.
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3100 Hand.bk Page 207 Monday, August 19, 2002 8:49 PM Planning Table 37: PR.net planning (BRI - UK only) Index Access (Line group or all lines) Digit String (Dialed digits must be 7 digits; pad with ∗ if required; all digits are absorbed) Network (PR.
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3100 Hand.bk Page 216 Monday, August 19, 2002 8:49 PM Technician’s Handbook LEDs, meaning 141 Licensed options, enabling 114 Light bulb, meaning of 5 Lights, on front panel 141 Line groups, planning table 205 Lines BRI, configuring 54 connecting 34 port pinouts 191 PR.
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