TECHNICIAN’S HANDBOOK Release 4.
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.
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. . . . . . . . . . . . . . . . . . . . . . . . . 5 Important safety instructions . . . . . . . . . . . .
Technician’s Handbook Verify the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Installation tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Chapter 3 : Programming Programming overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About the programming tools . . . . . . . . . . . . . . . . . . . . . . . . . . Tools are password protected . . . . . . . . . . . . . . . . . . . . . . . . . Enable your options . . . . . .
Table of Contents Committing your changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Performing a database backup . . . . . . . . . . . . . . . . . . . . . . . . 79 Programming tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Chapter 4 : Configuring the IP network About IP networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Network capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Planning your LAN . .
Technician’s Handbook Checking the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Launching the tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Enabling your licensed options . . . . . . . . . . . . . . . . . . . . . . . Obtain your MOSS option code . . . . . . . . . . . . . . . . . . . . . . . Rebooting the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Powering down the system . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Networking commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Digital trunk commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Windows networking commands . . . . . . . . . . . . . . . . Line troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IP port troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IP phone troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . .
Technician’s Handbook Appendix C: Planning Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Voice parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Emergency numbers (ELINs) . . . . . . . . . . . . . . . . . . . . . . . . . Toll restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Voice mail . . . . . . . . . . . . . .
Chapter 1 Introduction
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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 qualified technician who has successfully completed the 3100 ICP system technical training. Where you can find more information Technical documentation On the system software CD-ROM 1.
Technician’s Handbook From the tools 1. After initial installation, launch your browser and go to the following URL: http://192.168.1.2 2. Click Help. From the internet 1. Go to the following URL: http://www.mitel.com 2. Access Mitel OnLine from the Partners and Resellers selection menu. 3. Click Technical and then click Product Documentation. User Guides through Manual Maker Manual Maker is a web-based application that allows you to generate customized user guides 1. Go to the following URL: http://www.
Introduction Technical Service Bulletins Technical Service Bulletins (TSBs) are issued by Mitel Technical Support to address frequently asked questions regarding software and hardware problems. Obtain the latest TSBs from Mitel OnLine. 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.
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 system Safety Instructions that are shipped with the system for complete safety information.
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.
Technician’s Handbook Expansion units You can connect up to two expansion units: • 16-port expansion unit • 24-port expansion unit There are two hardware versions of the 16-port expansion unit. On Release 4.0 versions and later, the ports are located on the front panel starting from the left side of unit. On previous hardware versions of the 16-port expansion units the ports start from the right side of the unit. The 24-port expansion unit and the Release 4.
Introduction • 10 analog telephones with Calling Line Identification (CLI) capability. • Depending upon the type of controller the following lines are supported - A North American controller can support a maximum of 12 analog lines, 24 digital lines, or a combination of up to 30 voice lines.
Technician’s Handbook • T1/D4 protocol for North America • Primary Rate Interface (PRI) with support for the following protocols: 4ESS, NI2, DMS100, DMS250, and Euro-ISDN. Licensing IP phones For Release 4.0 systems and later, IP phones are not licensed on a port basis. Instead, all the available ports on a controller or expansion unit will support IP phones.
Introduction Table 1: Functions and features available on sets Features 5001 5005 5010 5020 5201 5205 5215 5220 5822 5140 5240 Number of fixed function/application/telephony keys 3 2 6 8 8 13 Number of personal/quick keys -- 20 7 14 14 9 Number of pre-assigned personal/quick keys -- 3 1 1 1 1 Dual or single-colored personal keys -- single dual dual dual -- Number of soft command keys -- -- -- 3 3 6 Number of system speed call numbers (short codes) available 10
Technician’s Handbook Table 1: Functions and features available on sets (continued) Features 5001 5005 5010 5020 5201 5205 5215 5220 5822 5140 5240 Auto attendant access Y Y Y Y Y Y Automatically answer incoming external calls (auto answer) N N N Y Y Y Automatically answer a call and define the type of response to give N N N N Y N Automatic hold Y Y Y Y Y Y Bookmarks - enables the extension user to access a list of user-defined URLs.
Introduction Table 1: Functions and features available on sets (continued) Features 5001 5005 5010 5020 5201 5205 5215 5220 5822 5140 5240 Exclusive Hold - place a call on hold N which can only be retrieved by the extension that placed the call on hold Y Y Y Y Y Extension Groups - extension can be associated with a group Y Y Y Y Y Y Extension Paging - broadcast a message to a single, group or all extensions on the system N Y Y Y Y Y Extension-to-extension dialing - user can di
Technician’s Handbook Table 1: Functions and features available on sets (continued) Features 5001 5005 5010 5020 5201 5205 5215 5220 5822 5140 5240 Handsfree operation (full) - enables extension users to make and answer calls, and listen and respond to broadcast messages without lifting the handset N N N Y Y Y Handsfree operation (partial) enables extension users to make calls and listen to broadcast messages without lifting handset N Y Y Y Y Y Hotline Y Y Y Y Y Y Identify Ne
Introduction Table 1: Functions and features available on sets (continued) Features 5001 5005 5010 5020 5201 5205 5215 5220 5822 5140 5240 Online Services - enables the extension user to access a list of URLs programmed by the administrator.
Technician’s Handbook Table 1: Functions and features available on sets (continued) Features 5001 5005 5010 5020 5201 5205 5215 5220 5822 5140 5240 Revert on internal calls - transferred internal calls that are unaswered recall/revert to the user who initiated the transfer Y Y Y Y Y Y Recall on lines N Y Y Y Y Y Redial List - enables an extension user to save and prioritize ten externally-dialled numbers N Y Y Y Y Y Re-establish a reverted call - attempts N to re-connect the
Introduction Table 1: Functions and features available on sets (continued) Features 5001 5005 5010 5020 5201 5205 5215 5220 5822 5140 5240 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 N extension user to visually interact with their voice mailbox.
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Chapter 2 Installation
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Installation Before you begin Hardware ports and connectors Figure 2: Controller front panel ➊ Power LED ➋ Configure switch ➌ ONS ports (two) ➍ Music on hold socket ➎ Reset switch ➏ Expansion slots for optional modules (three) ➐ LS/CLASS modules (four) ➑ WAN Ethernet port ➒ RS-232 connectors: Top connector is for call logging (SMDR) Bottom connector is for diagnostics ➓ Powered Layer-2 Switch ports (eight) 21
Technician’s Handbook Figure 3: Controller rear panel ➊ POWER INDICATOR ➋ LAYER-2 SWITCH PORTS 16-PORT EXPANSION UNIT (POWER OUTPUT OF PORTS NOT MONITORED) 16-PORT EXPANSION UNIT (POWER OUTPUT OF PORTS MONITORED) 24-PORT EXPANSION UNIT (POWER OUTPUT OF PORTS MONITORED) Figure 4: Expansion unit front panels 22
Installation Controller components Figure 5: Controller components 23
Technician’s Handbook Identify the required components The system size is determined by the type and number of components.
Installation System components Capabilities Plus any two of the following 16-port expansion unit Provides an additional 16 layer-2 switch ports 24-port expansion unit Provides an additional 24 layer-2 switch ports (Page 2 of 2) See Expansion units (p. 8) for system maximums. Refer to the System Tool online help for examples of system configurations.
Technician’s Handbook ; Internet Explorer version 5.5 with service pack 2, or version 6 (recommended) for client-side rendering and 128 bit encryption. ; Administrator login privileges for Windows operating system. Line requirements ; LS/CLASS lines ; T1/D4 lines (T1/E1 Plus MMC required) ; PRI-T1 lines (T1/E1 Plus MMC required) LAN requirements ; Pre-installation questionnaire complete ; Internet Service Provider (ISP) ; Refer to Planning your LAN (p. 85) for additional requirements.
Installation Installation overview ; Install system components ; Configure the PC ; Power up the system ; Launch the tools ; Run the quick install tool ; Connect the phones and lines ; Verify the system ; Program the system.
Technician’s Handbook 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. If you are upgrading the system with a 24-port expansion unit, T1/E1 Plus module or 5200 series IP phones, you must first upgrade the system to Release 4.0 version software or higher. See Upgrading the system (p. 133).
Installation 6. Connect a PC to a layer-2 switch port on the controller. Do not connect the sets to the controller at this time. 7. Power up the system. See Powering up the system (p. 132). 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.
Technician’s Handbook 4. Click TCP/IP Protocols and then click Properties. 5. From the Adapter drop down list, highlight the device that is being used to connect to the 3100 ICP system, then click Obtain an IP address from a DHCP server. 6. Click OK. 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. 2. In the Control Panel window, double click the Network icon. 3.
Installation 3. Select the Configuration tab in the Network window. This window displays a list of installed network components. Highlight the TCP/IP component and click Properties. 4. Select the radio button marked Obtain an IP address automatically. 5. Click OK then restart your PC. You are now set up to connect to the 3100 ICP system. Windows XP 1. Login to the PC with administrator privileges. 2. From the Start menu, select the Settings tab and then Control Panel. 3.
Technician’s Handbook 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. 29).
Installation Running the quick installation tool About the system quick installation tool Use the system quick installation tool to configure the basic system parameters and to restore templates. Perform all further programming from the group administration tool or system tool. The 3100 system automatically discovers the addresses of the IP phones and assigns them extension numbers. After you exit the quick installation tool, auto-discovery is disabled.
Technician’s Handbook 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. You should only use the system quick installation tool once during initial installation. Note that the system quick installation tool does not allow you to program T1 or PRI lines. 1.
Installation 6. In the Mitel Networks 3100 ICP login page, enter Login: system (default) Password: mnet (default) The login name and password is case sensitive. 7. Click OK. The tools page opens.
Technician’s Handbook 8. Click System Quick Installation Tool. The initial page opens. 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. 37) for additional information.
Installation 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. Plug the RJ-45 connectors from the IP phones into the layer-2 switch ports on the controller (see Figure 2 (page 21)) and expansion unit (see Figure 4 (page 22)).
Technician’s Handbook would connect the cable to port 1). Note that the layer-2 switch port must be on the controller. If the T1/E1 line is provided from the central office on coaxial cable, you must install an adaptor cable to change it to a CAT 5 cable with an RJ-45 connector. The line must be configured for an impedance of 75 ohms. Verify the system Complete the following procedure to verify that the system is working properly. The system is shipped from the factory with the default options enabled. 1.
Installation 8. If you cannot perform all of the above tasks, check your cable connections. If the problem persists, see Checking the system LEDs (p. 155) 9. Proceed to Programming (p. 41). Installation tips • 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 1056) are assigned in the order that you connect the phones, starting with the administrator extension (1000).
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Chapter 3 Programming
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Programming Programming overview This chapter provides the key procedures for programming the system. Refer to the System Tool online help 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 Default Database (p. 195). If this is a new installation, typically you will run the quick installation tool first.
Technician’s Handbook About the programming tools The 3100 ICP system has the following programming tools: System quick installation tool - Allows technicians to configure basic installation parameters. Use this tool once during initial system installation. Perform all further programming from the other tools.
Programming To use the tools, you need a Windows-based computer with Internet Explorer. See PC requirements (p. 25) for specific requirements. 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 Committing your changes (p. 79). When using the system tool, always click the Exit button to leave the tool.
Technician’s Handbook Programming the system parameters Set system date and time You can change the system date and time through the administration tool, the administrator extension (using feature code), 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. 127). 2. Choose System, from the Selection menu. 3. Click Date and Time and then click Change. 4.
Programming 4. Select the meaning (for example: Attendant) 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. 2. Choose Voice from the Selection menu, click Extensions and then click Number Assignment. 3.
Technician’s Handbook 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. Send an e-mail to each user which - provides the URL to the tools login page - identifies the desktop user tool login username and default password - instructs the user to change the default password. The defaults are URL: http://192.168.1.
Programming - 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. Identify the power source of the IP phones IP phones receive their power from the controller power supply. For any system configuration, only eight of the following devices can receive their power from the controller power supply: • 5140 or 5240 IP Appliances • IP phones that have an IRDA module or PKM attached.
Technician’s Handbook I5140 and 5240 IP Appliances are only LAN powered via the 8-port controller. Any 5140 and 5240 IP Appliances that are connected to an expansion unit (8, 16, or 24) must be powered by an external AC adapter. 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.
Programming Programming the extensions Program the extensions 1. Launch the group administration tool. See Launching the tools (p. 127). 2. Select I want to Manage Extensions. 3. Click View Extension List. 4. Click Add to add extension users, or select an extension and then click Edit. 5. Follow the prompts to complete the programming for an extension. Help on the fields is provided in the lower right bubble. 6. Program each extension. If required, enable a voice mailbox for the extension.
Technician’s Handbook 3. Click OK. Repeat the above step for each pickup group. 4. Program the Night Service Groups. Follow the prompts to configure the night service groups. 5. Program the Extension Groups. Follow the prompts to configure the extension groups. 6. Click Done. Modify the extension voice mailboxes Next, modify the voice mailbox settings for each extension. 1. Choose I want to Manage Extensions. 2. Click View Extension List. 3. Select the first extension and click Edit. 4.
Programming On the 5140 IP Appliance, this feature also assigns labels to the personal keys. The labels appear in the display next to the personal key. To program a feature on a personal key 1. In the group administration tool, choose I want to Manage Extensions. 2. Click an extension and then click Edit. 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.
Technician’s Handbook Programming the voice parameters To obtain descriptions of the fields in a form, click Help. 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. 127). 2. Choose Voice from the Selection menu. 3. Click Extensions. 4.
Programming Program the terminal emergency numbers (ELINs) The Emergency Location Identification Number (ELIN) is a digit string (maximum of 6 digits in length) that identifies the location of an extension when an emergency call is placed from the phone at that extension. ELINs are only supported for emergency calls placed on ISDN (PRI) lines. If an emergency call is placed on an analog line or T1/E1 line, the ELIN information is not sent to the PSAP.
Technician’s Handbook About the default line numbers North America Line numbersLine Type 1 to 16Analog 37 to 59T1/D4 or T1/PRI Program the general line parameters After programming the extensions and extension groups through the group administration tool, program the lines from the system tool. Assign lines to groups 1. Click Lines and Trunks, click Lines and Trunk Management and then click Groups. 2. Select the line and click Change. 3. Select the line access type.
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. If the outgoing access digit is set to Any Line, when the user at this extension dials the outgoing access digit, the system hunts for a free line in the line group that you assigned against Entry 1. If a line is not available, it will hunt for a line in the line group against Entry 2.
Technician’s Handbook Configure the analog line parameters 1. Choose Voice from the Selection menu. 2. Click Lines and Trunks, click Analog Lines and then click Analog Line Parameters. 3. Select the line and click Change. 4. Set the required line parameters. 5. Click Save. Configure the ring maps 1. Click Lines and Trunks, click Line and Trunk Management, and then click Ring Map. 2. Select the line and click Change. 3. Configure the Day and Night Entries for the line. 4. Click Save.
Programming If you change the digital protocol for a trunk in the Digital Link Assignment form, you must reboot the system for the change to take effect. Before you install the T1/E1 MMC Plus, you must first upgrade the system to Release 4.0 software. Ensure that you connect the LAN port on the module to a layer-2 switch port on the system controller.
Technician’s Handbook Program the Digital Card Configuration You must program the option modules that support the digital lines into the system. 1. In the system tool, choose Voice from the Selection menu. 2. Click Lines and Trunks, click Digital Line and Trunking, and then click Card Configuration. 3. Select the installed module (for example T1/E1 Plus module) and then click Change. 4. Select the Programmed Card Type (for example, T1/E1 Plus module). 5. Click Save. Configure the links 1.
Programming 4. Select the Link Descriptor number and then click Change. 5. Modify the fields as required. Click Help for a description of the fields. Click Save. 6. Click Digital Link Assignment, click a link number, and then click Change. Select the required digital link descriptor name. Enter a description of the link usage in the comment field and click Save. - The selected link descriptor type must be compatible with the programmed card type.
Technician’s Handbook or a timing loop could result. The Stratum 4 clock on the 3100 ICP system can only synchronize off of a Stratum 4 clock or higher (one clock in freerun mode and the other in synchronization mode). 8. Commit your digital programming to the database. See Committing your changes (p. 79). Program the PRI specific parameters This section applies to systems that support PRI lines.
Programming 7. Set the Protocol Variant according to the following table: Protocol Variant Interface Type DMS100 Not applicable T1 DMS200 Not applicable T1 4ESS Not applicable T1 NI2 Bellcore T1 5ESS T1 GTD5 T1 8. Click Save. Configure the trunks 1. Click Trunk Circuit Descriptor Summary. Note the type of descriptors currently programmed. 2.
Technician’s Handbook 4. Click Trunk Assignment, click the desired trunk circuit/channel and then click Change. Assign an appropriate Trunk Circuit Descriptor to each trunk circuit/channel, identify if the trunk is a DID trunk and then click Save. The trunk circuit descriptor that you assign to the trunk must be compatible with the link descriptor that you assigned to the link in the Digital Link Assignment form. 5. Repeat step 4. for each trunk circuit. 6.
Programming 6. Select Global CLI if you want outgoing calls from a target extension to display the Calling Line Identifier (CLI) number. 7. Click Save. Set the DID Digit conversion for outgoing calls 1. Click Management and then click Outgoing DID Digit Conversion. 2. Select the DID Digit (index number) of the line. 3. Click Change. 4. Select the Converted Digit Parameter to change the extension numbers back to the correct DID range. 5. Click Save. Configure the network response for the extensions 1.
Technician’s Handbook If you want users to be able to answer all incoming external calls by simply going off-hook, assign all lines as priority lines for all extensions. Priority lines not apply to internal calls. In North America, all lines default to priority lines for all extensions. 1. Choose Voice from the Selection menu. 2. Click Extensions and then click Priority Lines. 3. Select the extension. To add a priority line for an extension - Click Add Member.
Programming Note that in Release 4.0, you use the “x” character instead of an “∗” to specify a wild card digit in the Toll Restriction forms. Set up restriction groups Restrictions are applied from the highest restriction number to the lowest. The highest number being the least restricted; the lowest being the most restricted. See Restriction groups (extensions) (p. 202). You can only modify restriction groups 1 to 5. 1. In the system tool, choose Voice from the Selection menu. 2.
Technician’s Handbook 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. 4. Select the Class of Service (Restriction Group number) that you want to assign to the extension. 5. Click Save. Program the global exception/restriction strings Global exception strings and global restriction strings bypass all other toll restriction settings.
Programming 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. Click Management, click Toll Restriction, and then click Toll Restriction Matrix. 3. Click Change. 4.
Technician’s Handbook 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.
Programming 2. Dial the auto attendant number (default 232). The system answers and plays the greeting. 3. If there is no mailbox associated with the extension, you will be prompted for a mailbox number. Enter the system administrator mailbox number (default 99, 999, or 9999 depending on the number of digits in your extension numbers). If there is a mailbox associated with the extension, you will be prompted for the mailbox passcode. Press ∗ and then enter the system administrator mailbox number.
Technician’s Handbook -orPress [2] for a Closed greeting (after business hours). 6. If prompted, press [1] to assign greetings in the default system language or [2] for the alternate language. 7. Record the greeting speaking clearly into the handset, not a speaker phone. Use the following example as a guide. "Thank you for calling ABC Industries. If you know the number of the person you are calling, enter it now. For a company directory, press 9. For assistance, press 0 or hold for the operator.
Programming The Bilingual Welcome Greeting is only available if the Bilingual Voice Prompts Option is enabled in the Voice Mail Prompt Language form. 1. Log in to the system administrator’s mailbox. See Log in to the administrator station (p. 70). 2. Press [4] for the system greetings menu. 3. Press [1] to set the primary greeting. 4. Press [4] to set the bilingual welcome greeting. 5. Record the greeting, speaking clearly into a handset, not a speaker phone.
Technician’s Handbook 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 (page 74)). Refer to Serial port pinouts (p. 226) for the pinouts. The port settings are 9600 baud, 8 bits, No Parity and 1 stop bit (9600 8N1). Figure 6: Call logging port 2. Launch the system tool. 3. Choose Voice from the Selection menu. 4. Click Management, click Call Logging, and then click Change. 5.
Programming Programming a loudspeaker You can connect an external loudspeaker to the system • through the analog services module (recommended method), or • through a loop start trunk that must be dedicated to the loudspeaker. Through the analog services module 1. Install the analog services module (ASM). 2. Connect the external loudspeaker to the loudspeaker port (Port 4) on the analog services module. 3.
Technician’s Handbook 76 • An extension user may also make announcements via an extension's loudspeaker. Refer to Extension Paging in the System Tool online help for information. • Only one extension user can make an announcement via the loudspeaker system at any one time. • Any extension on the system can page via the loudspeaker system; provided programming is correct. • The administrator must set up the extensions that are capable of paging via the loudspeaker system.
Programming • DTMF tone dialing is disabled on the Paging extension. • A Message Waiting indication cannot be placed on the paging extension -- the extension user hears re-order tone; • An extension user cannot forward calls to the paging extension • Callbacks can be placed on the paging extension • An operator can transfer an external call to the paging extension. Through a loop start trunk 1. Choose a loop start trunk port that you want to dedicate to the external loudspeaker system. 2.
Technician’s Handbook 10. Change the Leading Digit Meaning to “Out Access”, and then click Save. 11. Click Management, click Out Access, click the Leading Digit you selected in step 9., and then click Change. 12. Change the “Out Access Type” from “Any Line” to “Line Group”. Set the Out Access Parameter to the Line Group Number that you chose in step 4., and then click Save. 13. In the Out Access form, select the Leading Digit that you chose in step 9., and then click Change. 14.
Programming Committing 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. 15 sec to 5 min The system displays “Operation Successful” when the database is updated.
Technician’s Handbook 80 • When you are programming MAC addresses into the system you must separate the HEX numbers with a colon (:). • You must purchase licenses for any additional IP phones that you want to connect to the system through a third-party layer-2 switch (that is, any additional IP phones beyond the number of ports that are provided by your controller and expansion units).
Chapter 4 Configuring the IP network
Technician’s Handbook 82
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.
Technician’s Handbook Network capabilities The 3100 ICP system provides • a layer-2 switch that allows LAN devices such as IP phones and computers to connect to each other • a built-in router that allows LAN users to connect to the Internet • Network Address Translation (NAT) capabilities • Domain Name Service (DNS) that resolves local names and forwards other requests • a Dynamic Host Configuration Protocol (DHCP) server that automatically assigns LAN devices with IP addresses.
Configuring the IP network Planning your LAN Question Answer Will you connect to a private network or virtual private network (VPN)? What are the IP addresses, gateway address, and subnet mask required for the 3100 ICP sub network? or Will you use a remote DHCP server? Internal configuration questions How many IP phones are you going to connect to the system (0 to 56)? How many computers are you going to connect to the system (100 maximum)? Will these computers use the DHCP server in the 3100 ICP system
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 is suitable 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).
Configuring the IP network IP programming sequence For most installations the default IP networking settings are acceptable for Net 3. However, for those sites that require modifications to the defaults, the recommended programming sequence for the networking forms is - DHCP/DHCP Server/DHCP Subnet - DHCP/DHCP Server/DHCP IP Address Range - DHCP/DHCP Server/DHCP Options - Router/Destinations - Router/IP Routing/IP Routing Table - DNS/DNS Host.
Technician’s Handbook Figure 9: Direct internet connection using WAN port To connect directly to the Internet through a DSL or cable modem 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. 127). 3. Choose IP Networking from the Selection menu. 4. Click Router, click Network Interface, click WAN Ethernet, and then click IP Configuration. 5. Click Change. 6.
Configuring the IP network 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 88. 7. In the IP Configuration form, choose Static from the IP Address Source menu. 8. Scroll down to the Static IP section. 9. Enter the addresses that you obtained from the ISP - IP Address: - Subnet Mask: - Default Gateway: 10. Click Save. 11.
Technician’s Handbook 2. Scroll down the screen to the DHCP section. 3. In the Client Name field, enter the Client Name (if applicable). 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 the WAN port (Net 2) - Click NAT 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. Proceed to Commit your changes (p. 91).
Configuring the IP network 8. Select Destination Net 4. 9. Click Change. 10. Select Enable Destination. 11. Click Save. 12. Proceed to Commit your changes (p. 91). Commit your changes 1. Choose System from the Selection menu. 2. Click Commit Databases and then click Proceed. 15 sec to 1 min “Operation Successful” is displayed when the commit database is complete. 3. Launch a browser on any PC that is connected to the system LAN and verify that you can access the Internet. 4. Backup the database.
Technician’s Handbook 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 (Net 3) 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.
Configuring the IP network 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. 127). 4. Choose IP Networking from the Selection menu. 5. Click Router, click Network Interface, click WAN Ethernet, and then click IP Configuration. 6. Click Change. 7.
Technician’s Handbook 9. 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 (enter an unused private IP address that is on the existing LAN subnet) - 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. 10. Click Save.
Configuring the IP network 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, click IP Routing, and then click Routing Table. 4. Click Add. 5. Enter the following information - IP address: 0.0.0.0 - Bit Mask: 0.0.0.
Technician’s Handbook 6. Select the desired Route option (not normally used). 7. Click Save. 8. If you are using a DSL/cable router on the layer 2 side of the 3100 ICP controller, you must complete the following programming - Click DHCP, DHCP Server. Click Change and then set “Advertise as Default Gateway” to “Not This System”. Click Save. - Click DHCP, DHCP Server, and then click DHCP Subnet. Click Change and set “Advertise as Default Gateway” to “Not This System”. Click Save.
Configuring the IP network 3100 ICP system. The local phones and PCs on the 3100 ICP LAN will then be able to receive IP addresses from the external server. What you need • An unused static IP address and subnet mask from your existing LAN, which will become the 3100 ICP system’s IP address • Layer 2-switch connected to the existing DHCP LAN • CAT 5 (Ethernet) crossover cable to connect a laptop Configuring the 3100 ICP 1. Connect a laptop PC to the WAN port (Net 2) with the crossover cable. 2.
Technician’s Handbook IP Address source: Static IP Address: (enter the static IP address) Bitmask: (enter the Subnet Mask) 11. Click Save If you connected your laptop PC to a layer-2 switch port (Net 3), after you save your database you will lose your connection to the network. You will need to reconnect with the new static IP addresses. 12. Commit the database. 13.
Configuring the IP network 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.
Technician’s Handbook 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. Delete the existing range. 3. Click Add. 4. Enter a name for the IP Range. 5. Enter valid Start and End addresses of the IP range (Up to 200 leases are allowed in the address range of 192.168.1.10 to 192.168.1.209). 6. Leave the other parameters at the defaults and then click Save. Change the DHCP Options 1.
Configuring the IP network 2. Commit the database. 15 sec to 1 min “Operation Successful” is displayed when the commit database is complete. 3. Connect a crossover cable from a layer-2 switch port on the controller to the existing LAN. 4. Launch a DOS command window and ensure that you can ping computers that are located on the existing LAN. Ping the IP addresses on your network and check external name resolution by navigating to external websites.
Technician’s Handbook 4. Enter the following information. - Domain Name: Local (or your Domain Name if applicable) - Primary DNS IP Address: Enter the address of your ISPs DNS server - Secondary DNS IP Address: Enter the Secondary address of your ISPs DNS server. If unavailable, enter Primary again - Group Query Order: Local First - Accept DNS from Remote PPP: Enable 5. Click Save.
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 (see Figure 11 (page 95)).
Technician’s Handbook 7. Enter the following: - Domain Name: Local (or your domain name, if applicable) - Primary DNS IP Address: (enter the IP address of your ISP’s primary server or your own DNS Server IP address if you have one on your network) - Leave the other fields at their defaults. 8. Click Save. 9. Commit your changes. 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.
Configuring the IP network 10. Add a new entry for the destination ISP_LINK. - Set Protocol to “none”. - Fill in your Local Name and Local Secret name. These names are your username and password, respectively, that you received from your ISP. - For Compression, select either “none” or “STAC” (STAC Compression may not always work. If it does become an issue disable it from the remote client) for compression. - In the Connect As section, select “client” for the mode, select “accept IP from remote”. 11.
Technician’s Handbook Configuring NAT Redirect Network Address Translation (NAT) is an Internet standard that enables a Local Area Network (LAN) to use one set of IP addresses for internal traffic, and a second set of addresses for external traffic. A NAT device located where the LAN meets the Internet makes all the necessary IP translations Enabling NAT Redirect on the 3100 system allows external clients to access services that are running on the internal LAN (behind the NAT interface).
Configuring the IP network Figure 12: Example of NAT redirect To configure NAT redirect for the example shown in Figure 12 (page 107) 1. Choose IP Networking from the Selection menu. 2. Click Router, click NAT, and then click NAT General. 3. Click the Net 2 destination and then click Change. 4. Click Enable NAT and then click Save. 5. Click NAT Redirect and then click Add.
Technician’s Handbook 6. Select Net 2, click TCP, and complete the following - From Port: 80 - To IP: enter the IP address of the http server (example 192.168.1.5) - To Port: 80 7. Click Save. 8. Click Add. 9. Select Net 2, click UDP, and complete the following - From Port: 53 - To IP: enter the IP address of the DNS server (example 192.168.1.3) - To Port: 53 10. Click Save. 11. Click Add. 12.
Configuring the IP network Restricting LAN access (firewall) You can use Mitel Networks 6000 Managed Application Server (MAS) 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.
Technician’s Handbook Figure 13: Connecting the 6000 MAS to layer-2 switch port 2. When you install the 6000 MAS, 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.
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.
Technician’s Handbook Connecting the 6000 MAS 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 MAS 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. Install the 6000 MAS Refer to 6000 MAS technical documentation for instructions.
Configuring the IP network Primary domain name: (enter your domain name if you have one or leave it as the default, MYCOMPANY.xxx) System name: mitel6000 Local network ethernet driver: (choose your device) Local IP address: 192.168.0.2 Local subnet mask: 255.255.255.
Technician’s Handbook Subnet Mask: 255.255.255.0 Router: 192.168.0.1 11. Next, configure the 3100 ICP. Appletalk filesharing will not work between the 6000 MAS 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.
Configuring the IP network Configure the SonicWall SOHO2 1. Setup and configure your DSL modem. 2. Connect the DSL line to the WAN port on SonicWall SOHO2. 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.
Technician’s Handbook 16. Close all browser windows. 17. Start a new browser and browse to the SonicWall console at address 192.168.168.1 18. Login to the console. 19. Click the Advanced button on the left side of the screen. 20. Click the Routes tab near the top of the screen. 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.
Configuring the IP network 4. Launch the system tool. See Launching the tools (p. 127). 5. Choose IP Networking from the Selection menu. Click Router, click Network Interface, and then click Net IP. 6. Click the IP address of the Net 2 interface and then click Change. 7. Change the IP Address to 192.168.168.2. 8. Click Save. 9. Click WAN Ethernet and then click IP Configuration. 10. Ensure that the IP Address Source is set to Static and the Bitmask is defined as 255.255.255.0 and the IP address is 192.168.
Technician’s Handbook Setting up a mail server behind the SonicWALL SOHO2 For security, you should connect a firewall between the Internet and your internal network. This procedure provides instructions on how to configure a SonicWall firewall to allow e-mail to reach your internal mail server. The SonicWall Firewall must have firmware version 6.3.1.0 or later 1. Login to the SonicWall firewall application and click the Access button on the left side of the screen.
Configuring the IP network IP networking tips • The WAN Link Idle timeout is set to 5 minutes. You change this setting through the system tool in the Idle Disconnect field in the Remote Destinations form. • For IP phones, you must configure the following options: Option 6 -- DNS Server (192.168.1.2) Option 128 -- TFTP Server (192.168.1.2) Option 129 -- IP Phone Service Provider Address (192.168.1.
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Chapter 5 Routine maintenance
Technician’s Handbook 122
Routine maintenance Is the system healthy? System health checklist ; Light indicators on controller and expansion units are correct color ; You can make internal and external calls from IP phones and ONS sets as required ; Internet access is available to PC users on the 3100 ICP system LAN ; Voice mailboxes are accessible ; Users have URL, usernames, and passcodes to the desktop tool ; Set users have user guides and quick reference cards ; Remote system access is set up ; 5140 IP Phones online service
Technician’s Handbook Is the system secure? ; Firewall is installed (6000 MAS or SonicWALL recommended) ; Passwords and usernames for tools have been changed ; Passwords and usernames are recorded and stored securely ; Call logging records have been checked for irregularities ; Toll restriction and classes of service are set up correctly ; Toll restriction matrix is set up to prevent unauthorized routing and line to line transfers ; Account codes are programmed ; Voice mailboxes are set up to prevent
Routine maintenance Checking the system 1. Check the controller and expansion units. Ensure all Light Emitting Diodes (LEDs) are displaying correctly. See Checking the system LEDs (p. 155). 2. Make internal and external calls from the IP phones and analog sets. 3. Call into the system on all line types and ensure that incoming calls ring the required auto attendant, attendant extension, or extension group. 4. Log on to a PC on the network and ensure that you can access the Internet. 5.
Technician’s Handbook 9. Ensure that Toll Restriction, Restriction Groups, Class of Service, and Toll Restriction Matrix settings are set correctly. See Program the digital trunks (p. 58). 10. Ensure that end users have user guides. See Creating a user guide (p. 149). 11. Ensure that remote system access is set up if you plan to perform remote programming. See Using a remote access session (p. 144). 12. Ensure that you have made recent backups. See Performing backups (p. 141). 13.
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. 29).
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. Access Mitel Online from the Online Services selection menu.
Routine maintenance Enable your options 1. Launch the system tool. See Launching the tools (p. 127). 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. 6. Commit the database. You must reboot 3100 ICP to enable new voice mail licenses.
Technician’s Handbook Rebooting the system You perform a reboot • after upgrading the system software • after applying a software patch • after installing voice mail software • after changing languages • after programming digital lines (including programming changes to existing digital lines) • if the system is not functioning The following procedure takes the system out of service for approximately 15 minutes.
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. 141). 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. Figure 15: CONFIG and RESET switches 6.
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. During the power up sequence the Power LED will display the following states: - initially flashes red - flashes green/off while the system is booting - steady amber while running startup diagnostics - flashes amber while running bootrom VxWorks - steady green when bootup is complete.
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 (page 23)). Remove the four screws from the standoffs. The locations of the screws are shown in Figure 16 (page 133). Figure 16: Removing the screws 5. Insert the two standoffs supplied with the options module.
Technician’s Handbook Figure 17: Inserting the standoffs (option module 1) 6. Secure the options module with the four screws. 7. Replace the metal plate and top cover. 8. Connect the lines or phones and power up the system. If you are installing a T1/E1 module, connect the incoming digital line to the T1/E1 port. Connect the LAN port to a Layer 2 switch port on the controller with the supplied CAT 5 cable.
Routine maintenance Adding expansion units You can add up to two expansion units to the system. A single expansion unit is shipped with an uplink card, an uplink cable, and a Y-ac power cable. To add two expansion units, you require a dual uplink card kit. The kit includes a dual uplink card, and the uplink cables and power cables required to connect two expansion units (see Figure 19 (page 137)). If you are upgrading the system with a 24-port expansion unit, you must first upgrade the system to Release 4.
Technician’s Handbook Figure 18: Installing a single expansion unit 6. Connect the uplink cables and Y-ac power cords from the controller to the expansion unit(s). If you are connecting a single expansion unit, refer to Figure 18 (page 136); if connecting two expansion units, refer to Figure 19 (page 137).
Routine maintenance ➊ UPLINK CABLES ➋ Y-POWER CABLES ➌ POWER CABLE EXTENDER CORD Figure 19: Connecting two expansion units 7. Power up the system. Performing a software upgrade You perform a software upgrade to install a new software load. Software upgrades are distributed either on a software CD-ROM or you can download them from the Mitel Online website. Not all software upgrades require a voice mail software upgrade. Read the Field Change Instruction (FCI) document first.
Technician’s Handbook 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. 182). The following procedure takes the system out of service for approximately 45 minutes. To perform a software upgrade 1. Perform backups (including a full voice mail backup). If a backup fails, try it again.
Routine maintenance Do not power down the 3100 ICP system during an upgrade. 30 min 12. When “Operation Successful” appears, click Reboot the 3100 ICP. 45 min 13. After you click Reboot the 3100 ICP, the power indicator turns red for about 30 seconds. 14. Close the existing system login page and launch a new one after the system has rebooted. 15. If you use your own music on hold file, restore it by using the system tool (System -> Replace Music on Hold). 16. Backup the newly converted database.
Technician’s Handbook Applying a software patch A software patch is used to fix a site specific problem in the software prior to the next official software release. 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. 3. Choose System from the Selection menu. 4. Click Apply Patch. 5. Read the instructions and then click Proceed. 6. Click Browse and then navigate to the patch file (.
Routine maintenance Performing backups During a backup operation, do not navigate off the backup page and do not close your browser until the backup is complete. Creating backup directories Create backup directories on your laptop or PC where you can store backup files. Figure 20: Backup directories Backing up the database A “database only” backup allows you to restore your database if it becomes corrupted. To create a database backup 1. Launch the system tool. See Launching the tools (p. 127). 2.
Technician’s Handbook 6. Click Save As and navigate to a folder on your PC. Database 15 sec to 2 min 7. Select a file or enter a filename and click Save. It’s good practice to include the date in the filename. 8. Click Do Backup. “Operation Successful” appears when complete. Backing up the voice mail data This procedure creates a back up of the current voice mail configuration that you save to your PC or laptop. 1. Launch the system tool. Launching the tools (p. 127). 2.
Routine maintenance Saving call (SMDR) logs You can save the system call logs to a directory on your computer and then either view them onscreen or print them out on a printer. Note that logs are not provided for the current day (that is, logs are only provided up to the end of the previous day). In order to save call logs, you must first configure call logging. See Configuring call logging (SMDR) (p. 73). 1. Launch the system tool. Launching the tools (p. 127). 2. Choose System from the Selection menu. 3.
Technician’s Handbook 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. Setting up remote access You cannot perform this setup remotely (that is, you must perform this procedure on the 3100 ICP system, on site, before you can gain remote access). 1.
Routine maintenance 9. Click IP Routing, click Routing Table, and then click Add. 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, click PPP Configuration and then click Add. 13.
Technician’s Handbook 18. Click Destinations, click Remote, click Remote Destinations, select RAS in the right pane, and then click Change. 19. Check the Enable Destination option box. 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.
Routine maintenance Operator-Assisted Dialing option must be selected from the Advanced menu in the Network and Dial-up Connections window. Setting up the remote connection 1. In the Dial-up Connections window, double-click the icon for the 3100 ICP system connection. 2. Using a standard phone that is connected to the modem, place a call to the 3100 ICP system attendant. 3. When the voice mail auto attendant answers, transfer your call to extension 1200 (system modem). 4.
Technician’s Handbook 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. If you are upgrading the system with 5200 series IP phones, you must first upgrade the system to Release 4.
Routine maintenance Creating a user guide You can create customized user guides for phone users through Manual Maker. Manual Maker is a web-based application on Mitel Online that you can access through the group administrator’s tool. To launch Manual Maker, you must have internet access. To print user guides you need a printer connected to the LAN. To create user guides 1. Launch the group administration tool. See Launching the tools (p. 127). 2. Choose I want to Create User Guide. 3.
Technician’s Handbook 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 does not include MAC addresses. You can load a database template into a new system through the quick installation tool or system 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.
Routine maintenance 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 • Keep regular backups. • Ensure that you record your SysID module number and your MOSS number. • Record all passwords.
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Chapter 6 Troubleshooting and repair
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Troubleshooting and repair Checking the system LEDs Table 2: System LEDs states LED Power LED on Control Unit Power LED on Expansion Unit (Release 4.
Technician’s Handbook Table 2: System LEDs states (continued) LED ONS Colour Green Amber LS/CLASS Ethernet WAN Ethernet Green State Meaning Off Idle On In use Flashing Incoming call Off Idle On Busy Off Line inactive On Line active Amber Off Circuit is idle On Circuit is busy Green Off Link inactive Flashing Transmitting data Amber Off Link speed 10 MB/s Flashing Link speed 100 MB/s Green Off Link inactive Flashing Transmitting data Off Link speed 10 MB/s ON Lin
Troubleshooting and repair Table 4: T1/E1 Plus Module: LAN/xDSL LEDs LED Link Speed (Top) Link Activity (Bottom) LED Status Meaning Amber Link operating at 100 Mb/s Off Link operating at 10 Mb/s Green Link active Off Link inactive Table 5: T1/E1 Plus Module: On-Board Processor Status (PPC) LEDs LEDs On Board Processor Status LED Status Meaning Red Processor held in reset Flashing Amber System is loading software into processor Solid Amber Processor is booting Flashing Green Normal ope
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. 127). 2. Choose Diagnostics from the Selection menu. 3. Click Logs and then click All Logs. 4. To view the oldest log messages. - In the Go to: field, select Page # - In the Value field, enter the last page number - Click Go. 5. Check the list for Error or Warning logs.
Troubleshooting and repair Viewing diagnostics You can view the diagnostics that are output by the 3100 system through a local or remote diagnostic session. Note that maintenance commands are not available through a diagnostic session. See Using maintenance commands (p. 162).
Technician’s Handbook 3. Enter a name for the connection (for example, MN3100) and click OK. The Connect To window opens. 4. In the Connect using field, select the COM port of the PC that you have connected to the 3100 ICP system (for example, “Direct to COM1). Click OK. 5. Set the port settings to Bits per second: 9600 Data Bits: 8 Priority: None Stop Bits: 1 Flow Control: None 6. Click OK. 7. Type the Enter key to display the Hyperterminal prompt. 8. Proceed to Checking the bootup script (p. 161).
Troubleshooting and repair 6. In the Connect using field, select the COM port of the PC that you have connected to the 3100 ICP system (for example, “Direct to COM1). Click OK. 7. Set the port settings to Bits per second: 9600 Data Bits: 8 Priority: None Stop Bits: 1 Flow Control: None 8. Click OK. 9. Type the Enter key to display the Hyperterminal prompt. 10. Proceed to Checking the bootup script (p. 161). Checking the bootup script To check the bootup script 1.
Technician’s Handbook Using maintenance commands You enter maintenance commands through a secure Telnet server connection that uses Open Secure Socket Layer/Transport Layer Security (SSL/TLS) protocol. SSL prevents other parties from being able to monitor your Telnet sessions to the 3100 system. Note that maintenance commands are not available in a diagnostics session (VxWorks shell). Launching a maintenance session 1. Install the secure Telnet application on the client station.
Troubleshooting and repair 5. Enter the username (default: Telnet). 6. Enter the password (default: mnet). 7. At the System Go > prompt, enter the desired maintenance command. Ensure that you end your maintenance session with the logout command. Otherwise, you may not be able to launch the system tools until the Telnet session expires automatically (15 minutes). The Telnet session closes automatically if it is inactive for more than 15 minutes.
Technician’s Handbook Display system logs show_all Lists the most recent 10 software and maintenance logs. Repeat the command to show the next 10 logs. show_all Lists the error logs , warning logs , or information logs . Repeat the command to show the next 10 logs.
Troubleshooting and repair Convert instance numbers to extension numbers inst_to_extn Lists the extension numbers that are assigned to the instance number. Display fault information faults Lists fault information for the specified priority and above (where priority is 1, 2, 3, 4 or W). List system speed dial codes/short code access print short_code Lists the line groups and the class of services that are allowed to use the short codes.
Technician’s Handbook Networking commands Pinging a device ping View the route table trace_route Where is the IP address of the destination. Show information about network interfaces if_show List the ARP cache arp_show List the routing table route_show List the DNS host table host_show Show all Internet protocol sockets inet_stat_show Digital trunk commands Digital trunk commands are only available if a T1/E1 MMC Plus module is installed in the system.
Troubleshooting and repair Display link statistics dtstat Clear link statistics clrstat Display digital trunk state dvoc state
Technician’s Handbook Setting the synchronization source netsync setsource <#-#> Where #-# is the priority number from the network synchronization form. netsync setsource freerun Changes the current synchronization source to Freerun. A netsync state will show all sync sources as available. netsync setsource auto Automatically sets the sync source to the 1st clock source priority that is available.
Troubleshooting and repair • Arp: Allows you to view the Address Resolution Protocol cache. If two hosts on the same subnet cannot ping each other successfully, run the command Arp -a command on each computer to see if the computers have the correct MAC addresses listed for each other. You can use IPConfig to determine a host's MAC address. If another host with a duplicate IP address exists on the network, the ARP cache may have had the MAC address for the other computer placed in it.
Technician’s Handbook Line troubleshooting Table 6: Line troubleshooting Symptoms Unable to make any external calls or frequently unable to access an external line. Probable causes Service provider has not connected lines. Corrective actions 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. Listen for dial tone. Check each line.
Troubleshooting and repair IP port troubleshooting Table 7: IP port troubleshooting Symptom Probable cause Corrective action All IP phones and IP appliances are not receiving power. Controller not fully intialized Ensure the controller is fully initialized. The Power LED on controller should be sold green. All IP phones and IP appliances connected to an expansion unit are not receiving power. Expansion is not fully initialized.
Technician’s Handbook Table 7: IP port troubleshooting (continued) Symptom Probable cause Only some of the IP phones and IP appliances on a 24-port expansion unit or Release 4 version 16-port expansion module are not receiving power Maximum power has been reached You connect an IP phone to a port and the phone doesn’t function. The phantom power feed is disabled Corrective action Check the power LED on the expansion unit.
Troubleshooting and repair IP phone troubleshooting Table 8: IP phone troubleshooting Symptom Unable to place calls from an IP phone. Phone is unresponsive. Probable cause Corrective action 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. Verify that your number plan, extension groups, and secondary number plan are programmed correctly.
Technician’s Handbook Table 8: IP phone troubleshooting (continued) Symptom Probable cause Unable to login to the Desktop User Tool. You receive the error message, "Current Session Terminated by Client" Application is confused by temporary internet files stored on your PC. You connect an IP phone to a port and the phone doesn’t function. The phantom power feed is disabled Corrective action Delete the temporary Internet files from your PC.
Troubleshooting and repair Analog phone troubleshooting Table 9: Analog phone troubleshooting Symptom Unable to place calls from an analog phone. Probable cause Faulty connection at the extension. Corrective action 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. See Modify the extensions and system directory (p. 54). Faulty phone.
Technician’s Handbook System troubleshooting Table 10: System troubleshooting Symptom Probable cause Corrective action 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. 25). Data that you know you have saved in a page of the system tool disappears. Data in the tools is not appearing correctly. Corrupted database. See Fixing database or software corruption (p. 180).
Troubleshooting and repair Table 10: System troubleshooting (continued) Symptom Voice mail isn’t working Probable cause Voice mail ports are locked up. Dial the voice mail ports directly (1056 to 1063). Reboot the system. See Rebooting the system (p. 130). Improper programming. Check voice mail programming. See Program the digital trunks (p. 58) Hard disk failure. Software upgrade to the next version fails. Corrective action Software problem. Replace the hard disk.
Technician’s Handbook Network troubleshooting Check network connectivity after each corrective action. Table 11: Network troubleshooting Symptom Layer-2 switch port LED is off. Layer-2 switch port LED is on but there is no connectivity between the system and a computer Probable cause Corrective action 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.
Troubleshooting and repair Table 11: Network troubleshooting (continued) Symptom Layer-2 switch port LED is on but there is no connectivity between the system and a computer. Probable cause Incorrect IP address assigned to the computer. Corrective action Run the winipcfg command (WIN95/98) or the Ipconfig command (NT and Windows 2000) to verify the IP address that is assigned to your network interface card (NIC) card.
Technician’s Handbook 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.
Troubleshooting and repair 6. In the Restore table, select “Mitel Networks 3100 Databases”. 7. Click Do Restore. 2-5 min 8. The restore begins automatically and “Operation Successful” appears when the restore is complete. A “database” restore takes approximately 2 to 5 minutes to complete. During the restore the system is operational. 9. Click Reboot the 3100 ICP. After a database restore, the system takes approximately 10 minutes to reboot. During the reboot the system is out of service. 10.
Technician’s Handbook 4. After the Power LED is solid red, press and hold down the CONFIG switch. Then, press and release the RESET switch. The Power LED begins flashing red. 5. Release the CONFIG switch. (Do not press the CONFIG switch again). 35 min The system reboots. If an upgrade has been done on the system, it boots with the previous version of the software and database.
Troubleshooting and repair 7. If you have purchased options since the initial install, you must re-enable your options. See Enabling your licensed options (p. 128). 8. Manually reprogram your system. Apply any patches or templates that came with the system. 9. Restore your voice mail database. See Restoring voice mail data (p. 183). Restoring voice mail data 1. Launch the system tool. See Launching the tools (p. 127). 2. Choose System from the Selection menu. 3.
Technician’s Handbook Replacing faulty components This section covers replacing the flash card and hard disk. Refer to the Hardware User Guide for instructions on how to replace other components. Replacing the flash card Do not proceed with this procedure until you have obtained the MOSS password for the system. This procedure takes the system out of service for approximately 60 minutes. Note that the flash card does not include the voice mail prompts.
Troubleshooting and repair 4. Ensure that the Connect Using field is set to the port that you are going to use (COM1 or COM2) and then click OK. 5. Set the port settings to - Bits per second: 9600 - Data bits: 8 - Parity: None - Stop bits: 1 - Flow Control: None. 6. Power down the 3100 ICP system. 7. Attach an anti-static strap. 8. Remove the top cover of the controller. 9. Locate dipswitch S1. It’s positioned next to the round SysID module (see Figure 21 (page 185)).
Technician’s Handbook 10. Set dipswitch S1 (located closest to the printed circuit card) to ON to allow diagnostic information to be sent through the lower DB9 console connector. 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.
Troubleshooting and repair 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. The following prompt is displayed “This will destroy the contents of your Hard Disk. Do you with to abort this operation?” 19.
Technician’s Handbook 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. Restore your system database. See Restoring the database (p. 180). 25. Restore your voicemail data.
Troubleshooting and repair 6. If your system has an expansion unit, remove the screws holding the up-link card. The position of the up-link card is shown Figure 23 (page 189). Figure 23: Uplink card 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.
Technician’s Handbook Figure 24: Hard disk 9. Remove the hard disk mounting screws, two at the top of the disk and two at the rear of the control unit casing, and lift the hard disk away. 10. Install the new hard disk with the hard disk mounting screws. 11. Refit the up-link card and connect the uplink cable, if required. 12. Replace the cover. 13. Power up the system and restore your database to the hard disk. See Restoring the database (p. 180). 14. Restore your voicemail data.
Troubleshooting and repair Field replaceable units Description Marketing Part Number Controller (2+4+8) 50000962 Controller (2+4+8) French (Cdn) 50001004 Controller Bell Canada - English 50002033 Controller Bell Canada - French 50002034 Controller (2+4+8) Analogue (NA Spare) 50000992 Expansion (8) inc. uplink kit 50000963 Expansion (16) inc. uplink kit 50000964 Expansion (24) inc. uplink kit 50002145 Expansion (16) inc.
Technician’s Handbook Troubleshooting tips 192 • 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.
Appendix A Default database
Technician’s Handbook 194
Default Database This appendix provides the defaults for the following parameters • Numbering plan • Numbering assignment • Analog set configuration • Analog line configuration • Digital trunk descriptors • PRI T1 and E1 descriptors • Class of service • Class of restriction • Timers • Feature access codes. Refer to the system tool online help for descriptions of all the available parameters and their defaults.
Technician’s Handbook Numbering assignment The default number assignment is as follows: • 1000 - 1055 for IP phones • 1056 - 1063 for voice mail • 1100 - 1109 for analog • 1200 and 1210 for modem • 1400 - 1449 for voice mail virtual extensions • 1600 for analog services card pager The default extension numbers for the IP phones are assigned in the order that you connect the phones to the system.
• Loop detection: Enabled • Reverse polarity detection: Disabled • DISA No • Line flash typeCalibrated flash 66 ms • Line flash digits None • Impedance coefficient setNormal (PBX line) • Call line identityYes Digital trunks Table 12: Digital PRI-E1 link descriptor defaults Field name Setting Number 3 Digital Link Descriptor Name Default PRI E1 Termination Mode NT CRC-4 Enabled Yes Impedance 120 ohms Table 13: Digital PRI-T1 link descriptor defaults Field name Setting Number 3 D
Technician’s Handbook Table 13: Digital PRI-T1 link descriptor defaults (continued) Field name Setting DSX-1 Line Length 0-133 feet Extended Super Frame Yes Inverted D Channel No (Page 2 of 2) Table 14: Digital T1/D4 link descriptor defaults Field name Setting Number 1 Digital Link Descriptor Name Default T1/D4 Alarm Debounce Timer (ms) 500 Extended Super Frame No Line Coding AMI&B8ZS Operation Mode DSX-1 CSU Tx Line Build-Out Not applicable DSX-1 Line Length 0-133 feet Termination
Table 15: Digital E&M trunk circuit descriptor defaults (continued) Field name Setting Ignore Far End Disconnect No Release Acknowledge Timer (ms) 2500 Disconnect Timer (ms) 900 Incoming Parameters Incoming Start Type Wink ANI/DNIS No Minimum Flash Timer (ms) 250 Maximum Flash Timer (ms) 700 Outgoing Parameters Outgoing Start Type Wink Maximum Wink Timer (ms) 400 Minimum Wink Timer (ms) 100 Outpulse Delay Timer (ms) 800 Supervision Timer (ms) 200 Guard Timer 500 Flash Timer 300
Technician’s Handbook Table 16: Digital CO trunk circuit descriptor defaults Field name Setting Number 1 Trunk Circuit Descriptor Name Default CO Incoming and Outgoing Parameters Line Start Type Ground Start Guard Timer (ms) 100 Ignore Far End Disconnect No Disconnect Timer (ms) 2500 Incoming Parameters ANI/DNIS No Ringing Expected Yes Outgoing Parameters Address Signaling DTMF Seize Timer (ms) 10000 Flash Timer (ms) 300 Supervision Parameters Fake Answer Supervision After Outpulsin
Table 17: Digital DID trunk circuit descriptor defaults (continued) Field name Setting Address Signaling DTMF Call Collision Handling AT&T AT&T Call Collision Handling Back-off Ignore Far End Disconnect No Release Acknowledge Timer (ms) 2500 Disconnect Timer (ms) 900 Incoming Parameters Incoming Start Type Wink ANI/DNIS No Minimum Flash Timer (ms) 250 Maximum Flash Timer (ms) 700 Outgoing Parameters Outgoing Start Type Wink Maximum Wink Timer (ms) 400 Minimum Wink Time (ms)r 100
Technician’s Handbook Restriction groups (extensions) The extension restriction group determines the types of external calls that an extension can make. The higher the restriction group number, the lower the number of restrictions: • 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).
Table 19: Timer defaults Timer Default (seconds) Min.
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. 46).
Feature Default Display Contrast Control 652 Date Change 656 Direct Transfer To Voice Mail 648 Directed Call Pick-up 677 Directed Message Waiting 673 Do Not Disturb (DND) 607 Extension Paging 644 External Call Waiting 687 Follow Me 641 Follow Me (I'm Here) 642 Group Call Pick-Up 666 Hook Click (enable or disable on-hook confirmation click) 654 Identify Next Call 685 Key Click Control 653 ISDN Keypad Working 670 Last Call Cost 664 Last Call Duration Display 663 Last Number
Technician’s Handbook 206
Appendix B Reference
Technician’s Handbook 208
Call logging (SMDR) details Table 20: Call logging definitions Heading Definition SEQ No. (Sequence Number) 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 21 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.
Technician’s Handbook Table 20: Call logging definitions (continued) Heading Definition DURATION: Displays the duration of the call. If the duration is less than 100 hours, the time is given in hours, minutes and seconds. If the duration is in excess of 100 hours, the time is given in hours and minutes. If the call is in excess of 10,000 hours or if the system clock was reset during the call, "RANGE " is displayed in the column. LN NO (Line Number) Displays the line number used during the call.
Table 21: Event Codes Code Event type ABND Incoming external call abandoned before being answered ALRM Alarm call set, cancelled, answered or unanswered ANSW Answered incoming external call BARR Barred outgoing external call CCLK The system's internal time was changed during the call CDCL Cyclic data call cleared CSNA Incoming call rings a cyclic group and is unanswered at one of the group’s extensions. The number of the unanswered extension appears next to the code.
Technician’s Handbook Table 21: Event Codes (continued) Code Event type SERV Service access STOP Extension user abandoned a call attempt TDEM Tandem switched call XFIC Identifies answer/cleardown of a transferred external call. XFOG Identifies the transfer of a trunk to another extension. If an extension accesses an outgoing trunk (by dialing the out access code) and then transfers the trunk to another extension and that extension competes the outgoing call an XFOG record is generated.
Ring Map handling For systems installed in the UK • LS/Class lines are non-DDI only • BRI lines can be DDI or non-DDI. Table 22: Standard ring map operation Standard ringmap operation for DID (NA) and non-DDI only lines (UK) Entry 1 Entry 2 Entry 3 Overflow Call progression Ext - - N/A Rings the single extension and never goes to the attendant (backstop). Stan - - - Rings all members of the Standard Group and never goes to the attendant (backstop).
Technician’s Handbook Table 22: 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 Mov - - 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.
Table 22: 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 Mov - - Ext Rings the First member of the Moving Group Cyclic Ring Timer Expires; Call moves to next element of Group. This repeats till the last element is reached. Cyclic Ring Timer Expires; All elements in Group are rung. Cyclic Ring Timer Expires; Call moves to Overflow Extension.
Technician’s Handbook Table 22: 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 Ext N/A All Three Extensions will ring. Call will never go to the attendant (backstop). Ext Mov Ext 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.
Table 22: Standard ring map operation (continued) Standard ringmap operation for DID (NA) and non-DDI only lines (UK) Entry 1 Entry 2 Entry 3 Overflow Mov N/A Mov Mov Call progression First Element of all groups Ring. Moving Groups move to next element; This continues till the last element is rung. Cyclic Ring Timers Expires; All elements of All Groups Ring. Cyclic Ring Timer Expires; Call moves to attendant (backstop).
Technician’s Handbook Table 23: Cyclic ring map operation Cyclic ring map operation for DID (NA) and non-DDI only lines (UK) Entry 1 Entry 2 Entry 3 Overflow Call progression Ext - - N/A Rings the single extension until the Cyclic ring Timer Expires when the call goes to attendant (backstop). Stan - - - Rings all members of the Standard Group. When the Cyclic Ring Timer Expires the call goes to attendant (backstop).
Table 23: Cyclic ring map operation (continued) Cyclic ring map operation for DID (NA) and non-DDI only lines (UK) Entry 1 Entry 2 Entry 3 Overflow Call progression Ext Ext - N/A Call Rings First Extension Cyclic Ring Timer Expires; Call moves to Second Extension Cyclic Ring Timer Expires; Call moves to attendant (backstop). Ext Stan Ext N/A Call Rings First Extension Cyclic Ring Timer Expires; Call moves to Ring All members of Standard Group.
Technician’s Handbook Table 23: Cyclic ring map operation (continued) Cyclic ring map operation for DID (NA) and non-DDI only lines (UK) Entry 1 Entry 2 Entry 3 Overflow Call progression Ext Mov Ext N/A Call Rings first Extension Cyclic Ring Timer Expires; Call moves to First member of 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.
Table 23: Cyclic ring map operation (continued) Cyclic ring map operation for DID (NA) and non-DDI only lines (UK) Entry 1 Entry 2 Entry 3 Overflow Mov N/A Stan Mov Call progression 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.
Technician’s Handbook Table 23: Cyclic ring map operation (continued) Cyclic ring map operation for DID (NA) and non-DDI only lines (UK) Entry 1 Entry 2 Entry 3 Overflow Mov N/A Mov Mov Call progression 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.
Table 24: DID (NA) and DDI (UK) operation Target Overflow Call progression Ext N/A Call Presented to Extension; DDI Answer Timer expires Call goes to Extension Group 0. Stan None Call Presented to All elements in Group. DDI Group Timer Expires Call goes to Extension Group 0.
Technician’s Handbook Table 24: DID (NA) and DDI (UK) operation Target Overflow Call progression Mov Stan 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.
Controller card connectors Figure 25: Controller card components and connectors 225
Technician’s Handbook Port pinouts Table 25: 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.
Table 26: ONS ports External signal Interface position Tip 1 Port 1, Pin 5 Ring 1 Port 1, Pin 4 Tip 2 Port 2, Pin 5 Ring 2 Port 2, Pin 4 Table 27: Ethernet ports Signal Pin number Tx+ 3 Tx- 6 Rx+ 1 Rx- 2 Table 28: Ethernet WAN port Signal Pin number Tx+ 1 Tx- 2 Rx+ 3 Rx- 6 Table 29: Quad LS/CLASS Line Interface (on controller card) Signal Pin number Tip 3 Ring 4 227
Technician’s Handbook Table 30: Analog services module Port Port 1 LS/CLASS Port Port 2 OPS Port Port 3 ONS or Door Relay Port Port 4 Loudspeak er Paging Port 228 Pin number Signal 1 -3 Not used 4 Ring 5 Tip 6-8 Not used 1-3 Not used 4 Ring 5 Tip 6-8 Not used 1 and 2 Isolated relay contacts (normally open) for controlling a door lock soleniod. These contacts close after the Door Open button on the Door Answer extension is pressed.
Table 31: ONS module pinouts Signal Pin number Ring 4 Tip 5 Table 32: LS/CLASS module Pin number 1 to 3 Signal No connection 4 Ring 5 Tip 6 to 8 No connection The Tip and Ring pair carry speech signals at voltages between 0 and -120 V dc.
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.21: Same as Guarded Clear, but allows for spurious line breaks on initial connection.
Cable pinouts RJ-45 to DB9 Adapter 1 8 FRONT VIEW OF RJ45 PORT NORMAL MALE OR FEMALE RJ45 - DB9 1 2 3 4 5 6 7 8 BLUE ORANGE BLACK RED GREEN YELLOW BROWN WHITE Figure 26: RS-232 serial cable adapter NORMAL RJ45 CAT 5 1 BOTTOM VIEW OF CONNECTOR 8 1 2 3 4 5 6 7 8 WHT/GRN GRN/WHT WHT/OR BLUE/WHT WHT/BLUE OR/WHT WHT/BRN BRN/WHT CROSS OVER AT ONE END OF CABLE 1 2 3 4 5 6 7 8 WHT/OR OR/WHT WHT/GRN BLUE/WHT WHT/BLUE GRN/WHT WHT/BRN BRN/WHT Figure 27: CAT 5 RJ45 patch cable 231
Technician’s Handbook 232
Appendix C Planning
Technician’s Handbook 234
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 • emergency number plan.
Technician’s Handbook Voice parameters Table 34: Login attributes Username 236 System Tool System Quick Installation Tool Group Administration Tool Desktop Tool Extension number
Table 35: Extensions Name (First, Last) Extension Number Hunt Map COS Personal directory allocation PIN 237
Technician’s Handbook Table 36: Extension groups Extension Groups Extension Group Members Extension 1 Extension 2 Extension 3 Extension 4 200 201 202 203 204 205 206 207 208 Table 37: Call Pickup groups Extension 238 Extension numbers
Table 38: Ring Maps Lines Day Entry Entry 1 Type Entry 1 Entry 2 Type Entry 2 Entry 1 Entry 2 Type Entry 2 Entry 3 Type Entry 3 1 2 3 4 5 6 7 8 Lines Night Entry Entry 1 Type 1 2 3 4 5 6 7 8 239
Technician’s Handbook Table 39: Night Service groups Extension Night Service Group 1 (Yes/No) Night Service Group 2 (Yes/No) Table 40: Line groups Line Number 1 2 3 4 5 6 7 8 240 Line Group Number Department (e.g.
Table 41: Hunt maps Extension Number Entry 1 Entry 2 Entry 3 241
Technician’s Handbook Table 42: Digital PRI-E1 link descriptor Field name Setting Setting Setting Setting Setting Setting Setting Number Digital Link Descriptor Name Termination Mode CRC-4 Enabled Impedance Table 43: Digital PRI-T1 link descriptor Field name Setting Number Digital Link Descriptor Name Termination Mode B8ZS Zero Code Suppression Operation Mode CSU Tx Line Build-Out DSX-1 Line Length Extended Super Frame Inverted D Channel Table 44: Digital T1/D4 link descriptor Field name Number
Table 44: Digital T1/D4 link descriptor (continued) Field name Setting Setting Setting Setting Setting Extended Super Frame Line Coding Operation Mode CSU Tx Line Build-Out DSX-1 Line Length Line Termination Mode Table 45: Digital E&M trunk circuit descriptor Field name Setting Number Trunk Circuit Descriptor Name Incoming and Outgoing Parameters Address Signaling Call Collision Handling AT&T Call Collision Handling Ignore Far End Disconnect Release Acknowledge Timer (ms) Disconnect Timer (ms) Inco
Technician’s Handbook Table 45: Digital E&M trunk circuit descriptor (continued) Field name Setting Setting Setting Setting Setting Outgoing Start Type Maximum Wink Timer (ms) Minimum Wink Timer (ms) Outpulse Delay Timer (ms) Supervision Timer (ms) Guard Timer Flash Timer Supervision Parameters Fake Answer Supervision After Outpulsing Ignore Answer Supervision Release Supervision Expected Table 46: Digital CO trunk circuit descriptor Field name Number Trunk Circuit Descriptor Name Incoming and Outgoi
Table 46: Digital CO trunk circuit descriptor (continued) Field name Setting Setting Setting Outgoing Parameters Address Signaling Seize Timer (ms) Flash Timer (ms) Supervision Parameters Fake Answer Supervision After Outpulsing Ignore Answer Supervision Release Supervision Expected Table 47: Digital DID trunk circuit descriptor defaults Field name Setting Setting Setting Number Trunk Circuit Descriptor Name Incoming and Outgoing Parameters Address Signaling Call Collision Handling AT&T Call Collis
Technician’s Handbook Table 47: Digital DID trunk circuit descriptor defaults (continued) Field name Setting Setting Setting Maximum Flash Timer (ms) Outgoing Parameters Outgoing Start Type Maximum Wink Timer (ms) Minimum Wink Time (ms) Outpulse Delay Timer (ms) Supervision Timer (ms) Guard Timer (ms) Flash Timer (ms) Supervision Parameters Fake Answer Supervision After Outpulsing Ignore Answer Supervision Release Supervision Expected Table 48: Digital PRI trunk circuit descriptor defaults Field name N
Table 49: Protocol Assignment Field name Setting Setting Setting Number Digital Link Descriptor Name Termination Mode CRC-4 Enabled Impedance Table 50: Inward Dialing Configuration Field name Setting Type of Line Calling Line Identification Number of National Digits Number of International Digits Number of Subscriber Digits Number of Unknown Digits 247
Technician’s Handbook Emergency numbers (ELINs) Emergency number 1 2 3 4 5 6 Index 0 1 2 3 4 5 6 7 8 9 10 11 12 13 248 System ELIN Description
Toll restriction Table 51: Restriction groups Restriction Grp Number Restriciton Digits Restricted Max Digit Count 1 2 3 4 5 6 7 8 Table 52: Restriction group exceptions Restricted Group Number Restricted Group Exceptions 1 2 3 4 5 Table 53: Global strings Global Restricted Strings (Prevent all users from dialling) Global Exception (Allow all users to dial) 249
Technician’s Handbook Voice mail Table 54: Voice mailboxes Mailbox Number 250 Name Extension Number Passcode Operator Extension Mailbox Type
IP networking High speed internet access using static IP networking IP address Subnet mask Default gateway IP address Web server IP address High speed internet access using DHCP client Client name Web server IP address User name Password Protocol (PAP, CHAP, MSCHAP) DNS Configuration Primary DNS address Secondary DNS address Host name IP address 251
Technician’s Handbook 252
Index Numerics 3100 ICP system components 23 controller front and rear panels 21 data functionality 9 default IP addresses 86 description 6 health checklist 122 illustration of 7 installation overview 27 installing the components 28 powering down 131 powering up 132 rebooting the system 130 security checklist 124 software upgrade 137 troubleshooting 176 upgrading 133 verifying system installation 38 voice functionality 9 5822 softphone 39 911 55 999 55 A About 3100 ICP system 6 IP networking 81 quick inst
Technician’s Handbook C Cables 25 pinouts for CAT5 crossover 231 uplink 135 Call logging configuring 73 event codes 211 heading definitions 209 port, figure of 74 printer 26 saving log files 143 saving to file 73 Call pickup groups 54 Call recording 73 Capabilities IP networking 84 of basic system 7 of expanded system 7 of system 24 Capacity, of system 8 Card controller 225 dual uplink 135 replacing flash 184 CAT5 crossover cable pinouts 231 CESID 55 Changes committing your programming 79 Checking the boot
Index using maintenance commands 162 using Windows commands 168 Winipcfg 168 winipcfg 179 Commiting the database 163 Committing your changes 79 Components identifying required components 24 installing 28 replacing flash 184 Computer configuring for connection 29 requirements 25 Config switch 131, 180 Configuring call logging 73 digital links 60 domain name service 101 NAT redirect 106 network response 65 PC for connection to system 29 SMDR 73 system with SonicWALL 116 TCP/IP properties of PC 29 Connecting d
Technician’s Handbook Disconnecting, the power 131 Disk, replacing hard disk 188 Displaying call forwarding/divert info 164 digital trunk state 167 fault information 165 help on commands 163 link statistics 167 programmable key info for a set 165 system date 163 system information 164 system logs 164 system time 163 terminal info (set capabilities) 165 terminal status 165 voice mail port status 165 DNS configuring 101 server configuration 100 Documentation accessing from the internet 4 obtaining user guides
Index Forms, for planning 235 Forms, planning ELINs 248 extension groups 238 extensions 237 global strings 249 hunt maps 241 line groups 240 login attributes 236 night service groups 240 restriction groups 249 ring maps 239 voice mail 250 FRUs 191 Functionality data capabilities 9 voice capabilities 9 G Gateway, assigning 103 Global strings, planning table 249 Glossaries, where to find 5 Green LEDs, meaning of 155 Greetings assignment 70 Greetings definition 70 Ground stud 28 Group administration tool desc
Technician’s Handbook IP phones licensing 10 IP range, matching to subnet 99 IPConfig 168 ISP 87, 101 K Key system 9, 33 L LAN connect existing to Internet 92 drop 32, 127 requirements 26 using Windows commands 168 Launching a maintenance session 162 docs on software CD-ROM 3 Launching the tools 127 Layer-2 switch connection to internet 94 Leading digits, changing 47 LEDs, meaning 155 Licensed options, enabling 128 Licensing 10 Light bulb, meaning of 5 Lights, on front panel 155 Line groups, planning tabl
Index Module installing option modules 133 ONS port pinouts 229 replacing flash 184 upgrading the flash 140 Modules, optional 8 MOSS 128 Music on hold 26 N N-1 version 138 NAT redirect, configuring 106 Netstat 169 Network address translation, configuring 106 Network engineers 92 Network response, configuring 65 Networking broadband access 90 capabilities 84 configuration questions 85 DHCP client 89 engineers 83 overview 81 planning 85 programming sequence 87 requirements 26 troubleshooting 178 websites 5 N
Technician’s Handbook Personal keys, programming 53 Phones changing set type 148 connecting 37 IP options 119 licenses 80 power source 49 troubleshooting, analog 175 Pickup groups 51, 54 Ping 168 Pinging a device 166 Pinouts CAT5 crossover cable 231 Ethernet WAN port 227 LS/CLASS lines 227 on analog services module 228 ONS module 229 ONS ports 227 ports 226 serial 226 Planning CO trunk circuit descriptor 244 DID trunk circuit descriptor 245 E&M trunk circuit 243 ELINs 248 extension groups 238 extensions 237
Index from system tool 44 general line parameters 56 IP networking, sequence 87 lines to groups 56 login attributes 47 MAC addresses 80 management 69 online services key 50 personal keys 52 planning tables 235 PRI parameters 62 ring maps 58 tips 79 tools, descriptions of 44 voice mail settings 70 voice mailboxes 52 voice parameters 54 with database templates 150 Prompts, installing voice mail 187 Proxy settings 179 Q Quad LS/Class line port pinouts 227 Queries, remote web 101 Questionnaire, pre-configurati
Technician’s Handbook Showing info about network interfaces 166 internet protocol sockets 166 Shutting down the system 131 SMDR 73 configuring 73 event codes 211 heading definitions 209 printer 26 saving logs 143 SMTP 86 Softphone 5822 39 Software factory 180 logs 158 restoring 180 restoring factory software 182 restoring previous version 181 Software CD-ROM for upgrades 137 launching documentation 3 Software, displaying the version 139 SonicWall ii, 109 spamming 86 Spare parts 191 Standalone network applic
Index T1/E1 Plus MMC module 134 connecting 37 Tables, for system planning 235 Tape deck, for music on hold 26 Technical documentation finding more information 3 Technical service bulletins 4 Technician, requirements 3 Telephone, supported features 10 Telnet connection 162 Template, for quick installation 33 Templates for mounting units 28 for programming 150 Terminal emergency numbers 55 Terminations 175 Terminology 5 Timers, defaults 202 Tips for installation 39 IP networking 119 maintenance 151 programmin
Technician’s Handbook W Wall jacks 192 WAN link idle timeout 119 port pinouts 227 port, connection to internet 92 Warning during backups 141 during upgrades 139 power LED 132 Websites, helpful 5 Windows 2000 26, 30 264 Windows 95 29 Windows 98 29 Windows commands 168 Windows ME 30 Windows NT 26, 29 Windows XP 31 Winipcfg 168 Y Y-ac power cord 135 Yield symbol, meaning of 5 Y-power cord 28
