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Operational Errors and Status Messages

Table 4 identifies some of the possible operational problems that might be encountered after successful 9600 Series IP Telephone installation. The user guide for a specific telephone model also contains troubleshooting for users having problems with specific IP telephone applications. Most of the problems reported by 9600 Series IP Telephone users are not likely to be problems with the telephone itself. Problems are more likely LAN-based, where Quality of Service, server administration, and other issues can impact end-user perception of IP telephone performance.

Table 4:  Operational Error Conditions for 9600 Series IP Telephones  
Condition

Cause/Resolution
The telephone continually reboots, or reboots continuously about every 15 minutes.
CAUSE: The telephone cannot find the call server.
RESOLUTION: Ensure that MCIPADD is administered either manually or through DHCP or HTTP, as appropriate.
CAUSE: This might be a firmware fault because the MAC address in memory is corrupted.
RESOLUTION: Return the telephone to Avaya for repair.
The message light on the telephone turns on and off intermittently, but the telephone never registers.
CAUSE: This is a hardware fault.
RESOLUTION: The telephone must be returned to Avaya for repair.
The telephone stops working in the middle of a call,
AND no lights are lit on the telephone and the display is not lit.
CAUSE: Loss of power.
RESOLUTION: Check the connections between the telephone, the power supply, and the power jack. For example, verify that either static addressing was not used or that any changes to static addresses were entered correctly.

AND power to the telephone is fine (and the telephone might have gone through the restarting sequence).
CAUSE: Loss of path to Avaya Media Server, DHCP Lease expired, or DHCP server not available when telephone attempts to renegotiate DHCP lease.
RESOLUTION: As above.
The telephone was working, but does not work now,
AND no lights are lit on the telephone and the display is not lit.
CAUSE: Loss of power.
RESOLUTION: Check the connections between the telephone, the power supply, and the power jack.

AND power to the telephone is fine, but there is no dial tone. The display might show “System Busy.”
CAUSE: Loss of communication with the call server.
RESOLUTION: Check LAN continuity from the call server to the telephone using ARP or trace-route and from the telephone to the call server by invoking a Feature button. Verify that LAN administration has not changed for the Gatekeeper, TN 2302AP boards, or the LAN equipment (routers, servers, etc.) between the switch and the telephone. Verify no one changed the telephone settings locally using the VIEW and ADDR codes, as described earlier in this guide. Verify the telephone volume is set high enough. Finally, conduct a self-test.

AND the telephone was recently moved.
CAUSE: Loss of communication with the call server.
RESOLUTION: As above, but pay particular attention to the possibility that the telephone is being routed to a different DHCP server, or even a different call server switch. If so, the new server or switch might need to be administered to support the telephone.

AND the network was recently changed to upgrade or replace servers, re-administer the Avaya Media Server, add or change NAT, etc.
CAUSE: Loss of communication with the call server.
RESOLUTION: As above.
The telephone works, but the
audio quality is poor, specifically:


the user hears echo when speaking on a handset.
CAUSE: Echo from digital-to-analog conversion on your Avaya Media Server trunk.
RESOLUTION: Verify which trunk is causing the echo, and swap the trunk’s Trunk Termination parameter on the call server.

the user hears echo on a headset, but not on a handset.
CAUSE: Improper headset cord.
RESOLUTION: Ensure that an HIS cord is being used.

the user is on Speaker and hears no echo, but the far-end hears echo.
CAUSE: Room acoustics.
RESOLUTION: Ensure that there are six inches or so of blank space to the right of the telephone. If that is insufficient, use the handset.

the user experiences sudden silences such as gaps in speech, or static, clipped or garbled speech, etc.
CAUSE: Jitter, delay, dropped packets, etc.
RESOLUTION: You can have the user provide diagnostic data by invoking the Network Information feature under the A (Avaya) button on the telephone. One or more Quality of Service (QoS) features should be implemented in the network as covered in Chapter 3: Local Administrative Options.
CAUSE: Improper non-Category 5 wiring.
RESOLUTION: Replace non-Category 5 wiring with Category 5 wiring.

the user hears fluctuations in the volume level which are worse when the Speaker is on, or at the beginning of a call, or when a call goes from no one talking abruptly to a loud voice.
CAUSE: The user has changed the Automatic Gain Control (AGC) or environmental acoustics are not consistent with the current audio settings.
RESOLUTION: Try different on/off settings for the AGCHAND, AGCHEAD, and AGCSPKR parameters.

The telephone works properly except for the Speaker.
CAUSE: The Speaker was turned off at the call server.
RESOLUTION: Administer the call server to allow that station’s Speaker to operate. If that does not work, do a self-test on the telephone, as explained in the Self-Test Procedure.
The telephone works properly, except incoming DTMF tones are not received.
CAUSE: The TN2302AP board does not pass in-band DTMF tones.
RESOLUTION: None; the board is operating as designed.
The telephone works properly, except sidetone DTMF is not heard.
CAUSE: Call server suppresses sidetone DTMF.
RESOLUTION: On call server administration, on the Change-System-Parameters screen, enable On-Hook Dialing. If the user has Hands-Free Answer (HFA), answers a call using the Speaker and switches to the handset, pressing dialpad buttons does not send DTMF tones. This is a known bug, and the only current resolution is to disable HFA.
Hands-Free Answer (HFA) is administered but the telephone did not automatically answer a call.
CAUSE: HFA only works if the telephone is idle. A second call is ignored if it comes in while a call is in progress, including ringing before the first call is answered.
RESOLUTION: None.
The HTTP/HTTPS script file and settings file are ignored (not being used by the telephone).
CAUSE: The system value AUTH is set to 1 (HTTPS required) but no valid address is specified in TLSSRVR.
RESOLUTION: Change AUTH to 0 (zero), or enter a valid address for TLSSRVR.
The HTTP/HTTPS script file is ignored or not used by the telephone,
AND the HTTP/HTTPS server is a LINUX or UNIX system.
CAUSE: The telephone expects lines of the script file to terminate with a <Carriage Return> <Line Feed>. Some UNIX applications only terminate lines with <Line Feed>. Editing the script file with a UNIX-based editor can strip <Carriage Return>s from the file. Doing so causes the entire file to be treated as a comment, and thus be ignored.
RESOLUTION: Edit the script file with a Windows-based editor, or another editor that does not strip out the <Carriage Return>.
CAUSE: UNIX and LINUX systems use case-sensitive addressing and file labels.
RESOLUTION: Verify the file names and path in the script file are accurately specified.

AND telephone administration recently changed.
CAUSE: The 96xxupgrade.txt file was edited incorrectly, renamed, etc.
RESOLUTION: Download a clean copy of the 96xxupgrade.txt file from the Avaya support Web site at http://www.avaya.com/support, and do not edit or rename it. Customize or change only the 46xxsettings file, as discussed in Chapter 4: Maintaining 9600 Series IP Telephones.
Some settings in the settings file are being ignored while other settings are being used properly.
CAUSE: Improper settings file administration.
RESOLUTION: Verify that customized settings are correctly spelled and formatted.
Some settings in the settings file are being ignored while other settings are being used properly,

AND the setting being ignored is one or more of the AGC settings.

CAUSE: The user changed the AGC setting(s), which were placed in the backup/restore file of the user.
RESOLUTION: The user can reset the AGC value(s) back to the desired setting(s), or the backup file can be edited to delete the custom AGC settings.
Telephone power is interrupted while the telephone is saving the application file and the HTTP/HTTPS application stops responding.
CAUSE: The HTTP/HTTPS server stops responding if power is interrupted while a telephone is saving the application file.
RESOLUTION: Restart the HTTP/HTTPS server, as applicable.
The user indicates an application or option is not available.
CAUSE: The 46xxsettings script file is not pointed to accurately, or is not properly administered to allow the application.
RESOLUTION: Assuming the user is meant to have that application, verify the 46xxsettings script file is properly specified for your system, including case if your file server is UNIX or LINUX, and extension. Then, verify all the relevant parameters indicated in Table 7 of the Avaya one-X Deskphone Edition for 9600 Series IP Telephones Administrator Guide, are accurately specified in the 46xxsettings file.
User data disappeared when the user logged off one telephone and logged into another telephone.
CAUSE: The second telephone is unable to access the backup file.
RESOLUTION: Verify that the first telephone created a backup file by checking that the appropriate administration was done in accordance with Chapter 7 of the Avaya one-X Deskphone Edition for 9600 Series IP Telephones Administrator Guide. Then verify that the second telephone is administered to retrieve data from the same location as the first telephone. Again, check that the appropriate administration was done in accordance with Chapter 7 of the Avaya one-X Deskphone Edition for 9600 Series IP Telephones Administrator Guide. Finally, verify that the HTTP/HTTPS server on which the backup file is located is operational and accessible from the second telephone.
The user reports SBM24 buttons are not labeled when they should be.
CAUSE: Improper administration on the call server.
RESOLUTION: Verify correct administration.
The user reports personalized labels cannot be placed on the SBM24 buttons,
AND the user has tried using the Program AD button feature.
CAUSE: Improper administration on the call server.
RESOLUTION: Verify correct administration.

AND the user has tried using the Personalize Labels option on the telephone.
CAUSE: The user has been pressing the SBM24 button to indicate which button to relabel.
RESOLUTION: The user should use the list displayed on the telephone, scroll to highlight the desired button label, and press either OK or the corresponding 9630/9630G line button.

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