IP Office Troubleshooting
E1 PRI 30 Lines
On an E1 PRI 30 line, if users are experiencing any of the following issues/symptoms, then the steps within the Actions heading need to be followed.
• Low connection speeds on modems and faxes.
• Elongated text within faxes.
• Remote access connection problems.
• Disconnected calls.
I. Confirm that the ISDN settings within Manager are consistent with the those provided by the Central Office/Network Provider.
To look at the settings within Manager:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click Line and double-click then PRI trunk in question.
3. On the Line tab, check the following:
• The Line SubType matches that provided by the Central Office/Network Provider.
• The Number of Channels setting matches that provided by the Central Office/Network Provider.
4. On the Advanced tab, check the following:
• The Clock Quality is correctly set.
If there is only one PRI line/trunk, set the Clock Quality to Network.
If there are more than one PRI line/trunk, set one of the line/trunk to Network and the others to Fallback.
• The line Signalling field should be set to CPE.
• If CRC is enabled at the Central Office/Network Provider, then the CRC Checking field on this window should also be checked/enable.
5. Click OK.
6. If any updates have been made and needs to be saved, click and accept the selected reboot mode by clicking OK.
II. Use the System Monitor application to check for clocking problems on the IP Office.
To use the System Monitor application:
1. On the PC running Manager, click the Windows Start icon and select Programs|IP Office|Monitor.
2. On the SysMonitor application, click Trace Options to select the following trace settings:
• Ensure that the Print option (within the System tab) is enabled.
• Ensure that the following fields are enabled within the ISDN tab:
Layer 1 under the Events heading.
Layer 1 Send and Layer 1 Receive under the Packets heading.
3. Click OK.
4. If the following statement appears on the Monitor trace, it means a frame slippage has been detected on line 5 (Falc 5).
11529987mS PRN: Falc 5 slip
5. If you determine that a frame slippage has occurred, the following actions can be taken to address it:
• Replace the PRI card in the control unit.
• If this still does not address the issue, it is most likely a fault on the Central Office/Network Provider's line. Call the Central Office/Network Provider and confirm.
III. If the problem persists after you have performed ALL these troubleshooting steps, gather the following information BEFORE escalating the issue:
• A copy of the IP Office configuration will be useful before escalating to your support organization.
• The username and password of the configuration must be provided to your support organization for testing purposes.
• Any trace codes or log files generated by the System Monitor application (if available).
• Notes relating to the result of each of the verification steps performed above.
• The customer's network diagram (if applicable).
Verify that users are no longer experiencing the issues reported.