User guide

Mitel

Attendant Console User Guide – Issue 3.2, September 2009 Page 77

Troubleshooting

This chapter contains troubleshooting information for the Attendant Console that is used with

the Axxess Converged Communications Platform and the 5000 CP. It includes a discussion of

error messages and answers to commonly asked questions about Attendant Console operation.

If you cannot locate the troubleshooting information you need in this chapter, call your Mitel

dealer for additional assistance.

The error message information includes:

• Troubleshooting OAI Connections (see below)

• Troubleshooting the Installation (see page 79)

• Error Messages (see page 80)

• Frequently Asked Questions (see page 86)

Troubleshooting OAI Connections

These are the steps you should follow when troubleshooting System OAI. For best results,

perform the steps in order, one at a time. Never change more than one variable at a time when

troubleshooting hardware.

• Verify that you can see system call activity. This is the easiest way to determine that

System OAI is being received by the Console.

• Verify that System OAI Events and System OAI Third Party Call Control Premium

Features are enabled on all nodes for the Axxess system or you have the Software

Features Licensing for the 5000 CP.

• Verify that you have configured the Console TCP/IP connection to the telephone system

correctly. For TCP/IP to work on your computer, it must be configured with IP addresses,

subnet masks, and a default gateway for each network adapter on the computer. To

determine if TCP/IP is installed on your computer, check with your Network Administrator.

Refer to the telephone system's Installation and Maintenance Manual for more information on

the System features.

The following are answers to commonly asked questions about OAI Configuration.

Frequently Asked Questions about OAI Configuration

Q: WHAT DO I NEED TO MAKE THE ATTENDANT CONSOLE WORK ON A SINGLE-NODE?

A: The Console requires System Level II OAI in a TCP/IP protocol. This will require a direct

TCP/IP connection to the CS-5200/5400/5600 for the 5000 CP, and a Call Processing Card

(CPC), Call Processing (CP) Server (previously called Windows NT-based CPU), a Switch

Transceiver, or an Axel AX4010 Office Server for the Axxess system. The CPC and CP

Server for Axxess and the CS-5200/5400/5600 for the 5000 CP automatically delivers the

OAI stream in a TCP/IP format, which the Console understands. The Switch Transceiver,

converts the OAI stream from an RS232 format into a TCP/IP format using a physical PC

COM Port. The Axel Office Server converts the OAI stream from an RS232 format into a

TCP/IP format, which the Console understands.

NOTE

The 5000 CP does not have RS232 system serial ports.