Hairpinning & Shuffling Summary


Hairpinning
Unlike the IP-TDM-IP connectivity option, hairpinning requires that all media processing resources for a given call reside on a single TN2302AP or TN2602AP media processing circuit pack or a single G350 or G700 Media Gateway Voip Media Module. A hairpinned call is originally set up as an IP-TDM-IP call, but once the set-up process is complete, no TDM resources are required. However, resources on the Media Processing circuit pack or VoIP Media Module are required for the duration of the call. A Media Processing circuit pack and a VoIP Media Module each house an on-board Central Processing Unit (CPU) and Digital Signal Processors (DSPs).

Shuffling
A shuffled call relinquishes all TDM and media processing resources after call set-up. Therefore, the media stream of a shuffled call traverses only an IP network. This is the most commonly used mode of connectivity between two IP endpoints in the same system.

Displaying Coverage Path Users


If you want to see who is using what coverage paths then use the command below;

Display Coverage Sender-Group x (x being the coverage path you wish to display)

 

List Trace Station With Button Activation


You can activate the buttons on the handset using the list trace command, this is ideal for testing when you are dialled in remotely. You simply use the list trace station command but then forward slash and the button number + 6. For example if you wanted to activate button 1 on extension 2244 the command would be;

List trace station 2244/7

Modular Messaging Stop & Start Services


If you come across problems with Modular Messaging and the service appears down, it may be worth stopping and starting the MM services in the first instances to insure they are all running correctly. To stop them go to  C:\Avaya_Support\Tools\ServiceControl (run StopMMServices.exe) when this is finished go to C:\Avaya_Support\Scripts (run serverrecovery.vbs). The MM will take a while to start up properly, to check you can go into the application event logs and wait until 1241 event appears this would confirm the MM services should be up and working.

In the event you wish to stop & start the services manually they should be done in the following order;

STOP:

1) Call Me Server
2) Message Waiting Indicator Server
3) Event Monitor Server
4) Process Monitor Server
5) Performance Monitor Server
6) Tracing Server
7) Alarming Server
8) Mailbox Monitor Server
9) Messaging Application Server

START:

1) Messaging Application Server
2) Mailbox Monitor Server
3) Alarming Server
4) Tracing Server
5) Performance Monitor Server
6) Process Monitor Server
7) Event Monitor Server
8) Call Me Server
9) Message Waiting Indicator Server

Wrong Terminal Type


The following commands can help if you find yourself on a system at the wrong terminal type. Take the first example here which is for a Definity system. If it takes you straight in because the customer did not log out correctly, you can press Esc and Ow (case sensitive, please note this is O as in oscar, and not a zero).

DEFINITY TERMINAL TYPE 513

  • F1 CANCEL                              = escOw
  • F2 REFRESH                            =escNa
  • F3 ENTER                                 =escSB
  • F4 HELP                                   =escOm
  • F5 CLEAR FLD                         =esc[J
  • F6 UP ARROW                          =esc[A
  • F7 NEXT PAGE                         =esc[U
  • F8 PREV PAGE                        =esc[V

FULL AUDIX TERMINAL TYPE 513

  • F1 CHANGE/RUN                      =escOc
  • F2 ADD                                      =escOd
  • F3 DELETE                               =escOe
  • F4 HELP                                   =escOf
  • F5 FIELD HELP                         =escOb
  • F6 CLEAR FORM                      =ctrl-g
  • F7 EXIT                                    =ctrl-f
  • F8 ENTER                                 =ctrl-B

DEFINITY AUDIX TERMINAL TYPE 4410

  • F1 CANCEL                              =escOP
  • F2 REFRESH                            =escOQ
  • F3 ENTER                                 =escOR
  • F4 CLEARFLD                          =escOS
  • F5 HELP                                   =escOT
  • F6 CHOICES                             =escOU
  • F7 NEXT PAGE                         =escOV
  • F8 PREV PAGE                        =escOW

CMS VT100

  • HELP                                        ^[OP                 ctrl F1
  • WINDOW                                  ^[OQ                 ctrl F2
  • COMMANDS                             ^[OR                 ctrl F3
  • KEEP                                       ^[OS                 ctrl F4
  • EXIT                                         ^[OT                 ctrl F9
  • FULL AUDIX                             ;CC 4800,E,7,1
  • OR                                           ;CC 1200,E,7,1

CMS Reset User Passwords


From the CMS Main Menu, highlight the Commands (F3).
CMS displays the Commands menu.

2. Select UNIX (r) system.
The screen clears and a $ prompt is displayed.

3. Enter the following command:
su

4. At the Password: prompt, enter the root password.
The # prompt is displayed.

5. Enter the following command:
passwd <userid>
(Where <userid> is the ID of the user who needs a new password)
Solaris displays a prompt for the new password.

6. Enter a new password for the user.
Solaris displays the # prompt.

7. Enter the following command:
passwd -f <userid>
(Where <userid> is the ID of the user with a new password.)
Solaris displays the # prompt.

The passwd –f command will force the user to change their password the next time they log in to CMS.

Basic Handset Faults


The following procedures give you a guide to resolving basic handset faults.

Check the physical handset.

Unplug and re-plug all the connections,

  • check cable between handset and receiver.
  • check cable to headset (if applicable)
  • check cable to wall socket.

If problem persists, swap the handset with a working set of the same model, if the trouble remains then try another wall socket.

Check the Status of the phone.

From the Avaya administration terminal, type in the command status station xxxx where xxxx is the extension number and press enter.

  • If the service state is disconnected, go to “Checking the physical handset.
  • If the service state is in service/on hook, this is normal for this type of phone, go to “Checking the physical handset.
  • If the service state is in-service/off-hook, this means the phone is in use, but if the connected ports: field is empty and the phone is not in use, go to the “Checking the physical handset”.
  • If the service state is no hardware assigned, the extension is not attached to a physical handset.
  • If the SAC activated field shows yes, you need to deactivate Send All Calls. See instructions below for deactivation.
  • If the CF Destination Ext field is filled in with any number or letter, you need to deactivate Call Forwarding. See instructions below for deactivation.
  • If the User Cntrl Restr  field or the Group Cntrl Restr  is populated, calls from this station have been restricted. See instructions below for deactivation.

Deactivate Send All Calls (SAC)

From the Avaya administration terminal, type in the command disp feature and press enter, this will show you the feature access code (FAC) required to disable send all calls if it does not have a button configured on the handset.

To deactivate Send All Calls (SAC) from a station:

  1. Press a call appearance button to get a dial tone.
  2. Punch in the Send All Calls deactivation code.
  3. Listen for the confirming tone.

To deactivate Send All Calls (SAC) on a station with console permissions:

  1. Press a call appearance button to get a dial tone.
  2. Punch in the Send All Calls deactivation code.
  3. Enter the number of the extension to be deactivated.
  4. Listen for the confirming tone.

Deactivate Call Forwarding

From the Avaya administration terminal, type in the command disp feature and press enter, this will show you the feature access code (FAC) required to disable call forwarding if it does not have a button configured on the handset.

To deactivate Call Forwarding from a station:

  1. Press a call appearance button to get a dial tone.
  2. Enter the Call Forwarding deactivation code.
  3. Listen for the confirming tone.

To deactivate Call Forwarding from a station with console permissions:

  1. Press a call appearance button to get a dial tone.
  2. Enter the Call Forwarding deactivation code.
  3. Enterthe station number to deactivate.
  4. Listen for the confirming tone.

To find the Call Forwarding deactivation code, use the command display feature-access-codes and look on page one for the line

Call Forwarding Activation Busy/DA: All: Deactivation:

The deactivation code is on the right.

Check for group restrictions and user restrictions.

Use the command status station xxx where xxxx = Station extension number. Check the value in the ‘User Cntrl Restr’ and the ‘Group Cntrl Restr’.

If the value is none, there are no controls enabled.

If the User Cntrl Restr field is populated, the extension has been denied access to some or all outward calls.

If the Group Cntrl Restr field is populated, the attendant has restricted access to a trunk group, or the group restriction feature code has been used to restrict calls for a trunk group.

Deactivate group control of trunks by attendant.

If a trunk group is controlled by the attendant, the Cont light for the trunk group will be lit.

  1. Press Cont Deact button. The Cont Deact lamp lights steadily.
  2. Press Trunk Group Select button of the trunk group for which control is to be deactivated while observing the Cont Deact lamp and the Cont lamp for the specified Trunk Group Select button.

If Cont Deact lamp goes dark; Cont lamp for the specified Trunk Group Select button goes dark – operation allowed.

If Cont Deact lamp flutters, then goes dark; Cont lamp for the specified Trunk Group Select button remains lighted – operation denied; return to Step 1.

Deactivate group and user controls using the Feature Access Code.

Deactivate Controlled Restriction using the command status station xxxx where xxxx = Station extension number. Check the value in the ‘User Cntrl Restr’ and the ‘Group Cntrl Restr’ when the status station command shows User or Group restrictions.

From the Avaya administration terminal, type in the command disp feature and press enter, this will show you the feature access code (FAC) required to disable Group Control Restrict Deactivation or User Control Restrict Activation/Deactivation.

To deactivate Controlled Restriction using the feature access code:

  1. Dial the group or extension deactivation feature access code.
  2. Dial the number for the type of restriction:
    1. Outward – The voice terminal cannot place calls to the public network.
    2. Total – The voice terminal cannot place or receive calls.
    3. Termination – The voice terminal cannot receive any calls. Incoming calls.
    4. Station-to-Station – The voice terminal cannot place or receive station-to-station calls.
  3. Dial the voice-terminal extension or the Class of Restriction (COR) number that has the restriction.
  4. Press the # key to finish.
  5. Use the status station xxxx command to see if any other restrictions are still present.

 

 

Hunt Group Methods & Descriptions


Types and description of the various Avaya hunt group methods.

Direct Department Calling (DDC) – the first agent administered in the hunt group. If the first agent is busy, it goes to the second agent, and so forth. This “hot seat” method puts a heavy call load on the first few agents. No extra software although you cannot use this method if you have EAS enabled.

Circular (circ)  – the next available agent in a chain. No extra software.

Uniform Call Distribution Most Idle Agent (UCD-MIA) – the available agent who has been idle the longest since their last call. No extra software

Uniform Call Distribution Least Occupied Agent (UCD-LOA) – the available agent with the lowest percentage of work time since login. Requires ACD, EAS, and CentreVu Advocate.

Expert Agent Distribution Most Idle Agent (EAD-MIA) – the available agent with the highest skill level who has been idle the longest since their last call. Requires EAS.

Expert Agent Distribution Least Occupied Agent (EAD-LOA) – the available agent with the highest skill level and the lowest percentage of work time since login. Requires EAS and CentreVu Advocate.

 

Determining Server Type


You need access to the command line to type this command.

dadmin@S8500_COE> cat /etc/ecs.conf |grep -i servertype
ServerType ibmx305

ibmx305 = S8500A
ibmx306 = S8500B
ibmx306m = S8500C

xen = Virtual Platform
icc = S8300
ibmx305 = S8500A
ibmx306 = S8500B
ibmx306m = S8500C
isp2100 = S8700
dl380g3 = S8710
dl385g1 = S8720
hs20 = HS20 Blade
hs20_8832_vm = HS20 VM Blade

From Jamie on Determining Server Type #

dell1950 = S8510

Using the hotline feature on IP phones


The hotline feature which enables a handset to dial a designated number as soon as the handset is picked up was, previously only available on analogue extensions. From CM 5.2.1 it is now also available on IP handsets when special feature SA8887 is enabled.

First enable the special feature SA8887 page 6.

Configure the abbreviated dial adding the number you want the handset to dial when it is picked up.

In the IP station being used for the hotline feature enter the abbreviated dialing list and then in the hotline destination enter the abbreviated list number and which point it is abbreviated list.

Now when the IP handset is picked up it will automatically dial your designated number.

AVPP Wireless Admin Password Reset


Avaya Voice Priority Processor (AVPP) Server, procedure for recovering the password for logging into the AVPP.
1. Connect the terminal to the RS-232 port using a null-modem cable.
2. Powercycle the AVPP server.
3. When the login prompt appears, within 60 seconds, enter the login “maint” and press Enter.
4. When password prompt appears, leave blank and press Enter.
5. The prompt “slink>” appears.
6. At this point you can set the password to be anything you want, but since the default password is admin enter the following “passwordadmin” and press Enter.
7. When the slnk> prompt reappears, type “exit” and press Enter.
8. To verify that the password has been set login with “admin” and the password “admin”

Audix LX/MSS Rebuilding Poet Database


This is originally for MSS but works on Audix LX as well, you will require the TSC password (for MM3.0 + su sroot).

stop_vs 0,
cd /vm/audix/sd/mail
rm -rf mb dr node xmq
cd ../sdata
rm -rf extr
repair_poet_databases -r -v
su – vexvm
audit -i2 -a rebuild -T trace 2>&1
cd /ldap/home/ol/bin
ldap_shut
lindex

Now start_vs or reboot the system.

CMS ADM Backup


ADM = performed every 30 days login as root and type “cmsadm”

Insert new tape into the CMS Backup tape drive
Log in using cms login
Terminal type is 615 [enter]
$ su root [enter] [enter in root password, enter]
# cmsadm [enter]
Select “3” for Backup [enter]
Press “Enter” when ready
Follow CMS routine, selecting enter to defaults, when complete, label the tape with the date as well as the information displayed by CMS as instructed & store in fire proof safe.
Return the appropriate incremental tape back into the tape drive.

To check the back up has been done

find /cms/ -name backup.success -ls

To make the system think it has been done you can use the command just to stop the users getting the error message. The backup will still need to be performed.
touch /cms -name/install/logdir/backup.success -ls

or

cd / /cms/install/logdir

touch backup.success

How To Transfer Calls


While on call click transfer button, dial the transfer destination number

If the destination answers the call press transfer again to complete the call.

If the called party does not answer or does not want to accept the call press drop. (this releases the second line appearance)

Now press the original, first line appearance to return to the call.

System Platform LDAP Errors


If you are seeing LDAP errors in the logs restarting LDAP may resolve the issue, there is a known memory leak.

You need to login to DOM 0 and the su – root / enter root password

  • service libvirtd restart

This will free up the memory used by the leaky libvirtd process, you will then need to restart ldap with

  •  service ldap restart

service ldap status will show you the status of the service.

 

Now check it again, if it does not resolve the issue you may need to reboot, then ensure you have patch 6.0.3.3.3  or latest on the system.

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