Diagnosing the LAN Link

This page displays information about the status of the link and the session and allows you to check, reset, busy out, and release the links to the switches. This page is available only to systems that use LAN integration.

Important! You must use this troubleshooting procedure only when the voice system is stopped. This troubleshooting procedure is not supported if the voice system is started.

To diagnose the LAN link:

1. Go to the Messaging Administration main menu and select Link Diagnostics.

   The system displays the Link Diagnostics page.

2. Verify that the Link Status field and the Session Link Status fields display UP:
• If both the Link Status and the Session Link Status fields are UP, continue with Diagnosing the Session Layer.
• If the Link Status or Session Link Status fields are DOWN, continue with Step�3.
   

  Note: The Session Status field can be UP only if the Link Status field is UP.

3. If the LAN link status is DOWN:
• The cables could be bad. Try different cables to see if the physical connection comes up.
• The integrated network interface card could be faulty. See your LAN administrator.
• The TCP/IP address or the port number may be wrong. See the LAN or system administrator to confirm the TCP/IP address and port number.
  
• The switch might not be up. Confirm that the server is running on the specified port.
4. If the Session status is DOWN and the LAN link is UP:
• The voice system might not be running. Make sure that the voice system is running on the INTUITY AUDIX system. If the voice system is not running, call the remote support center.
• There might have been administration errors. Check the link administration on both the switch and the INTUITY AUDIX system. If the administration appears to be correct, escalate to technical support.
• The Session Connect Message (SCM) packet might not be formatted properly.

If the SCM packet is not properly formatted, the switch generates a Session Reject Message (SRM), and a major alarm is raised. This scenario occurs very rarely. Call your remote support center if this major alarm is raised.

• When a System Acceptance Message (SAM) is not received within a specified time after an SCM is sent, the session might not come up. If the message is not received, the system will continue to try to set up a new session.
• If the session is up and Data Acknowledgment and Keep Alive Acknowledgment timers are timed out, the session will go down after waiting for a specified period for data from the switch. If the system is not receiving data from the switch, the system will take it down and then reset the link.
5. You can perform the following actions on this page:
   • To reset the link to the switch, click Reset. When you click Reset, the current connection to the switch is terminated, and a new connection is established. Until the new connection is established, calls are not answered by INTUITY, and Message Waiting updates do not occur.
   • To check the status of the physical connection to the switch, click Check Link.
   • To change the status of sessions with all the switches to MANOOS (manual out of service), click Busy Out. When you click Busy Out, the status of the link is DOWN, and INTUITY does not answer calls until the link is restored.
   • To release the link from busy out, click Release. When you click Release, the status of the session is set to UP or DOWN to reflect the current status of the link.

 

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