Avaya Site Administration Reference Release 3.1 Manual de usuario descargar pdf (Pagina 143)

Avaya Site Administration Reference

133

 Be open to alternative solutions, rather than prematurely committing to any one solution

to a problem.

 Clues can be overlooked when they don't fit into the predetermined solution.

 Better or long-term solutions may be overlooked for a short-term convenient

solution.

Diagnosing a problem

As a system administrator, an important part of your job is to respond to trouble calls from

users. You can identify some of the most common of these problems by following a few

simple steps, asking the right questions, and trying to recreate the problem.

Use a set of questions to determine if:

 The equipment or process has worked before and is now broken, or if this is a new set-

up that you need to correct

 The problem comes from your company’s own equipment, or if the problem comes from

your vendor

 The problem originates within your voice system, or if the source of the problem is

outside of your own facility

Ask the following basic questions of yourself, your users, and other voice system

administrators who work with you:

 Is this a new feature or piece of equipment, or did it work before but does not work

now?

 Does the trouble arise when dialing outside the voice system, dialing into the voice

system, or dialing inside the voice system?

 Can we duplicate the problem?

Solving common phone problems

If you have a problem with a phone, try the following:

 ask for the exact symptoms

 try to duplicate the problem or have the user show you the problem

 look at the phone

 find out if the phone was swapped out

 check the physical connections (for example, see if the phone is plugged in)

 check that the phone is where it is supposed to be

 try the phone at another location

 ask if the cord or handset was changed

 check status station

 use display station to look at the station forms page-by-page

 check the station screens for SAC, coverage paths

 look at printed voice system records for discrepancies

 check the alarms and errors logs

 clear any alarms and errors

 test the boards

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Avaya Site Administration Reference Release 3.1 Manual de usuario Pagina 143