Avaya Site Administration Reference Release 3.1 Manual de usuario descargar pdf (Pagina 142)

Avaya Site Administration Reference

132

Solving common voice system problems

Learning to think like a voice system

"Thinking like a voice system" means that you use your knowledge of how call routing

works to generate an overview of the problem situation. When trying to troubleshoot a

problem, identify the beginning and ending points of the attempted connection and trace

the route that the call should follow to isolate where the call is breaking down.

When attempting to solve problems, try to "think like a voice system." This approach to

problem solving:

 provides a starting point and a plan for troubleshooting

 makes isolating the location of the problem easier

 adds to the understanding of why a problem occurred, which may help prevent

problems in the future

 helps establish relationships between related problems so that the problems can be

solved together rather than separately

As an administrator, the most frequently reported trouble you're likely to receive from your

end-users is "My phone is broken." Obviously, you need to gather more information to

proceed with troubleshooting. By asking a few key questions you can start to "think like a

voice system." Here are some examples:

End-User: "My phone is broken."

Administrator: "What number did you dial?"

End-User: "Someone was calling me."

Administrator: "What number did they call?"

End-User: "My number, 555-1212."

With these answers, you can begin to isolate the problem. You can begin to follow the

call's path in the same manner that the voice system processes the call. In this example,

the call was going to a station's DID number, so you know it originated from a DID trunk

group. Given this information, you can check several possible sources of the trouble.

To effectively "think like a voice system," it helps to understand modern

telecommunications, how one phone connects to another, and how calls are routed. The

Voice system components and System add ons topics provide information on what parts

of the system route and manage calls.

There are other things that you can do to help with troubleshooting. Here are some other

suggestions to help you troubleshoot:

 Maintain up-to-date call flow documentation. Call flow documentation:

 provides data that is difficult to remember, therefore eliminating the need to access

the system and gather that data repeatedly, especially for complicated features

 allows for easier isolation of problems

 provides documentation that is easy to pass from a former administrator to a new

administrator

 Print out the original station, trunk or appropriate screen BEFORE making any

programming changes. This allows you to reset the original settings should a problem

result from the change.

 Document the steps taken to solve a problem. This is useful when you are talking to the

Avaya Helpline or in the event that the problem occurs again.

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