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Switch Integration Troubleshooting
Procedures


 


If you have verified your settings and checked the cabling and cannot integrate the switch with the Intuity system, contact the remote support center. Do not use the following procedures unless instructed to do so by the remote support center. These procedures are primarily for systems outside of the U.S. and Canada.


 

Note: See the switch administrator to verify the correct settings for your switch, if necessary.

You may need to complete the following procedures if:

Before you begin these troubleshooting procedures, you must have already administered channels, performed acceptance testing, and administered your switch: MERLIN LEGEND, System 25, R6csi and Mode Code, System 75, System 85, or LAN Integration with the DEFINITY ECS.

This section includes the following troubleshooting procedures:

Tone Customization Update

Due to the frequency limitations of the Avaya Intuity system, there may be some problems in detecting the far-end disconnect in some countries. Additional administration may be required on the switch to ensure that the far-end disconnect is recognized.

By default, most switches use U.S. parameter settings for different switch tones in all countries. Therefore, all dial tone, busy tone detection, and reorder tones are based on U.S. settings. These tones do not create any problems in the internal call answer function. Problems arise in countries where the disconnect (usually busy) tone is provided by the network.

Therefore, when the voice is being coded or recorded from an external call and the external caller disconnects the call, the Avaya Intuity system might not be able to do call progress tone detection or to detect the disconnect tone. In this case, the disconnect tone is recorded with the message until the Avaya Intuity system finally times out.


 

Note: This problem does not occur if the public switch network gives a polarity disconnect or wink disconnect. Order the polarity disconnect or wink disconnect option from the central office, if possible.

Setting Frequencies and Frequency Groups for Call Progress Tones

Each call progress tone is made up of one or two frequencies. Accordingly, a frequency group is either a single frequency or a set of two frequencies that you define as a group so the group can then be assigned to a particular type of tone.


 

Note: See Setting Parameters for Basic Call Progress Tones and Setting Additional Call Progress Tones for information on setting basic and custom call progress tones.

The frequencies and frequency groups set in this window are also displayed in the following windows used to set the parameters for call progress tones.

The required frequencies may differ for the five types of call progress tones, though in general each country (or switch) uses a small number of frequencies to define all tones. In some cases a single frequency is used for all tones.


 

Note: Besides frequency, call progress tones are also distinguished by cadence, that is, the number and duration of ON/OFF cycles that compose the tone. The cadence is set on the various tone windows. See Setting Parameters for Basic Call Progress Tones and the information below for information on cadence.

For ease of administration of the call progress tones, you can assign as many as three distinct frequency groups that contain appropriate sets of frequencies (one, two, or three frequencies) to cover all the types of tones your system uses.

This procedure also allows you to enable dial tone training. When dial tone training is enabled, the system analyzes the dial tone that the switch sends to determine its constituent frequencies. If the frequencies obtained from the analysis differ from the frequencies set on the Avaya Intuity system, these settings are automatically overwritten with the values obtained from analysis. See the Example for more information.

To set the country-specific and switch-specific frequencies and frequency groups that the Avaya Intuity system uses to recognize call progress tones that the switch sends:

  1. Start at the Avaya Intuity Main Menu and select:

    2. Switch Interface Administration
    	Telephony Interface
    		Analog Interface
    			Switch Tones
    				Frequency Specification

    The system displays the Frequency Specification Window with defaults for your integration or, if the parameters have been previously administered, the system displays the current values instead.
     

    Note: You must enter disconnect tone frequencies first. If only one frequency is used for dial tone, enter it in the first Frequency used field. If two frequencies are used, enter them first and second. You can enter the other frequencies your system uses in any order. See the Example for more information.

  2. Enter values in the Frequency used fields, as necessary to represent all the frequencies used for all the tones in your system. See Frequency Specification Window — Field Descriptions for field descriptions.


    3.  

    Tip: If all the Frequency used fields are filled and there is no vacant field, the Ringtone frequency field can be deleted and replaced with another field. If there is a field with no entry, place the disconnect tone entry in the first Frequency used field and delete the Ringtone frequency entry so that you can use this field if necessary.


     

    Note: If you have already completed a tone capture analysis, these values should match the values from the Frequency 1 field and the Frequency 2 field in the Frequency Specification Window.

  3. In the Group used row, enter frequencies in the Frequency 1 and Frequency 2 fields for frequency group 1.
  4. Repeat Step 3 for all frequency groups that you want to set.
  5. Enter y or n in the Dialtone training? field.
  6. Press F3 (Save).

    7. The system displays the following message:

    Your changes have been saved. You need to restart the Voice System to make these changes active.

  7. Press F1 (Acknowledge Message).
  8. Press F6 (Cancel) five times to return to the Avaya Intuity Main Menu.


    9.  
    Table: Frequency Specification Window — Field Descriptions
    Field
    Description
    Values
    Country:
    Displays the country setting.
    Display only
    Switch:
    Displays the switch type.
    Display only
    Frequency used
    (five fields)
    Enables you to list up to five different frequencies used in the country for which you are setting tones. The values you enter here are displayed on the Busy Tone, Dial Tone, Reorder Tone, Ring Tone, Stutter Tone, First Additional Tone, Second Additional Tone, and Third Additional Tone windows.
    You must specify the frequencies used for dial tone as the first tones in this list. This is so that if dial tone training is used, the dial tone filters are the ones that are modified. These frequencies must be first because dial tone training overwrites the first values in the list with the actual values from analysis. See the Example following this table for dial tone examples.
    Range 300–4000 Hz. Unused frequency fields are indicated by 0 (zero).
    The first frequency can never be 0. If a frequency is 0, the following frequencies on the list must also be 0. The system will treat them as 0 even if they are set to another value.
    Group used
    Provides a reference number (1, 2, or 3) for each of the three frequency groups you can set.
    1, 2, or 3 display only.
    Frequency 1
    Defines the first frequency in a set of two (maximum) frequencies that can make up a tone.
    Frequencies used in these groups must be defined in the Frequency used fields. If a frequency group is unused, by default the values for both Frequency�1 and Frequency�2 are zero (0).
    If a group has only one frequency, enter that frequency in the Frequency�1 field and enter zero (0) in the Frequency�2 field.
    Frequency 2
    Defines the second frequency in a set of two (maximum) frequencies that can make up a tone.

Example

Suppose dial tone is 440 Hz + 480 Hz, and you want to assign Group 1 for dial tone. To do so, enter 440 in the Frequency 1 field and 480 in the Frequency 2 field for Group 1. Later when defining dial tone in the Dial Tone window, you can specify that it uses Group 1, and the system will recognize the correct frequencies.

Special Considerations for Dial Tone Training

If dial tone training is enabled, the system overwrites the frequencies assigned for dial tone with whatever frequencies dial tone training analysis detects. The system is configured to expect the first frequency or frequencies on the list on the Frequency used field to be for dial tone. If dial tone training detects only one frequency in the dial tone, the system overwrites the first frequency specified. If it detects two frequencies in the dial tone, the system overwrites the first two frequencies.


 


Any changes to the frequencies made through dial tone training are not indicated on the windows in the user interface.

Problems may arise, however, if the switch tones for dial tone are not precisely tuned. For example, suppose your system is configured to expect the single frequency of 440 Hz for dial tone and all other tones and that 440 Hz is listed as the first and only frequency in the Frequency Used field. Suppose further that dial tone training detects 441 Hz as the actual frequency sent by the switch. The system overwrites 440 Hz with 441 Hz. In this case, the system recognizes dial tone, but not any of the other switch tones.

To ensure that this does not occur, it is recommended that you enter the frequency or frequencies used for dial tone more than once in the Frequency used field. In the example above, the entry would be:
 

Frequency used

1.

440

2.

440

If your system uses 350Hz and 440 Hz, the recommended entry would be:
 

Frequency used

1.

350

2.

440

3.

350

4.

440

Setting Parameters for Basic Call Progress Tones

Parameters can be set for the five basic call progress tones: busy tone, dial tone, reorder tone, ring tone, and stutter tone. Each tone is made up of one or two frequencies and consists of a series of ON and OFF timing cycles, called the cadence.

Use this procedure to set the frequencies and cadence your system recognizes for call progress tones that the switch sends. This procedure also allows you to specify whether the Avaya Intuity system should interpret the tone you are setting as a disconnect signal, if call progress tones are used for disconnects in your system.

To set parameters for call progress tones:

  1. Start at the Avaya Intuity Main Menu and select:

    2. Switch Interface Administration
    	Telephony Interface
    		Analog Interface
    			Switch Tones

    The system displays the Switch Tones Menu.

  2. Select one of the following menu items corresponding to the tone you want to set:
  3. In the Frequency Group: field, select one of the frequency groups (1, 2, or 3) displayed at the top of the window for the system to use for this tone. See Basic Tone Windows – Field Descriptions for descriptions of the call progress tones fields.
     

    Note: These groups are assigned on the Frequency Specification Window.

  4. Enter values in the On, Off, and Cycles fields to represent the tone cadence. See the examples following Basic Tone Windows – Field Descriptions for information on how to represent the cadence.
     

    Note: If you set stutter tone, be sure the timing used for continuous tone (minimum on duration) matches the timing used for continuous tone on the dial tone window. For example, if dial tone is set as continuous tone, minimum 2�seconds, then stutter tone might be 200�milliseconds ON, 200�milliseconds OFF (3�cycles) followed by continuous tone, minimum 2�seconds.

  5. Enter the appropriate value in the Disconnect Situation: field, depending on whether your system interprets this type of tone as a disconnect signal. See Basic Tone Windows – Field Descriptions for possible Disconnect Situation: field entries.
  6. Press F3 (Save).

    7. The system displays the following message:

    Do you wish to continue with this change (Y/N)?

  7. Enter y

    8. The system displays the following message:

    Your changes been saved. You need to stop and start the Voice System to make these changes active.

  8. Press F1 (Acknowledge Message).
  9. Do you want to set the frequency and cadence for another tone?
Examples

The ON/OFF cycles that make up the cadence of a call progress tone must be specified in order. These examples show how the cadence is set on the basic call progress tone windows.

Setting Additional Call Progress Tones

In some cases, you may need to assign more than one set of parameters for a certain call progress tone. For example, if your switch and the switch at your public telephone network office use different dial tone parameters, you may need to set both in the Avaya Intuity system.

Use this procedure to set the frequencies and cadence that the Avaya Intuity system recognizes for additional call progress tones. As many as three additional tones can be specified as either busy tone, dial tone, reorder tone, ring tone, or stutter tone. Like the basic tones, each additional tone is made up of one or two frequencies and consists of a series of on and off timing cycles (cadence). See Setting Parameters for Basic Call Progress Tones for information on basic call progress tones.


 

Note: With additional call progress tones you cannot enable any additional tone you set to be recognized as a disconnect signal, as you can with basic call progress tones.

To set additional call progress tones:

  1. Start at the Avaya Intuity Main Menu and select:

    2. Switch Interface Administration
    	Telephony Interface Administration
    		Analog Interface
    			Switch Tones

    The system displays the Switch Tones Menu.

  2. Select one of the following menu items corresponding to the additional tone you want to set:
  3. In the Frequency Group: field, select one of the frequency groups (1, 2, or 3) displayed at the top of the window for the system to use for this tone. See Basic Tone Windows – Field Descriptions for information on basic tone fields.
     

    Note: These groups are assigned on the Frequency Specification Window.

  4. Enter values in the On, Off, and Cycles fields (see Basic Tone Windows – Field Descriptions) as necessary to represent the tone cadence.

    5. See the Examples for information on how to represent the cadence.
     

    Note: If you set stutter tone, be sure the timing used for continuous tone (minimum on duration) matches the timing used for continuous tone on the dial tone window. For example, if dial tone is set as continuous tone, minimum 2 seconds, then stutter tone might be 200 milliseconds ON, 200 milliseconds OFF (3 cycles) followed by continuous tone, minimum 2 seconds.

  5. Enter the appropriate tone name in the Report as: field corresponding to the additional basic tone you are defining. See Additional Tone Windows — Field Descriptions for additional tone field descriptions.

    6. For example, if you are defining an additional dial tone, enter dial

  6. Press F3 (Save).

    7. The system displays the following message:

    Do you wish to continue with this change (Y/N)?

  7. Enter y

    8. The system displays the following message:

    Your changes have been saved. You need to stop and start the Voice System to make these changes active.

  8. Press F1 (Acknowledge Message).
  9. Do you want to define another additional tone?
  10. Press F6 (Cancel) four times to return to the Avaya Intuity Main Menu.

Determining Call Progress Tones

Use the Tone Capture and Analysis Window to evaluate call progress tones on various switches in cases where the system defaults must be tuned. This window enables you to:

  1. Use a set of OPCODE commands to simulates a call scenario that makes the switch generate a tone
  2. Capture the tone
  3. Analyze the tone to determine its frequency and cadence

After analysis, you can tune the tone parameters set in the Avaya Intuity system to match the actual switch parameters by accessing the appropriate window in the telephony interface: Dial Tone, Busy Tone, Reorder Tone, Ringback Tone or Stutter Tone window.

To determine call progress tones:

  1. Start at the Avaya Intuity Main Menu and select:

    2. Switch Interface Administration
    	Telephony Interface
    		Tone Capture and Analysis

    The system displays the Tone Capture and Analysis Window.

  2. Enter a name for the tone you are to capture. See Tone Capture and Analysis Window — Input Fields for possible values for these input fields.
  3. Enter commands in the OPCODE, CH No., and PARAMETER fields. See OPCODE Commands and the Examples following the table for information on command sequence.
     

    Note: Once the cursor is in the commands fields, you can press F8 (Change Keys) to access keys that allow you to delete a command line F4 (Delete Line), insert a command line F5 (Insert Line), or move the cursor to the Tone: field F7 (Home). Press F8 (Change Keys) again to change to the original keys. Or, if you move the cursor out of the commands fields, the keys automatically change back.

  4. Press F4 (Capture).

    5. The system captures the tone generated by the OPCODE commands.

  5. Press F5 (Analyze).

    6. The system analyzes the captured tone and displays its frequency and cadence in the output fields in the window. See Tone Capture and Analysis Window — Input Fields for information on possible values for each field.


     

    Tip: To delete a tone name and its associated commands, position the cursor in the Tone: field and press F8 (Delete Tone).

  6. Do you want to save the commands for future use?
  7. Press F6 (Cancel) three times to return to the Avaya Intuity Main Menu.


    8.  
    Table: Tone Capture and Analysis Window — Input Fields
    Field
    Description
    Values
    TONE:
    Allows you to enter a name for the tone. Commands for capturing the tone are read from a file using this name. All output files are also generated using this name.
    If you save the OPCODE commands associated with this name, they are displayed whenever you enter the name in this field.
    Maximum of 10 characters
    FREQUENCY 1:
    Display the result of the tone frequency analysis, which can contain one or two frequency components. Frequency 1 is the lower frequency and Frequency 2 is the upper frequency.
      • If only one component is present, the Frequency 2 field is blank.
      • If no frequency is detected, both fields are blank. This may be a result of improper capturing of the tone.
    FREQUENCY 2:
    ENERGY LEVEL:
    (two fields)
    Display the results of analysis of the energy level of each frequency component
    Displayed in dBm
    ON TIME
    (four fields)
    Display the results of analysis of the tone cadence ON time
    Displayed in milliseconds
    OFF TIME
    (four fields)
    Display the results of analysis of the tone cadence OFF time
    Displayed in milliseconds
    CYCLES
    (four fields)
    Display the results of analysis of the number of occurrences of the ON time/OFF time cycles
    Integer
    OPCODE
    Allows you to enter the OPCODE portion of the OPCODE command syntax
    Specifies the operation to be performed on the channel

    Note: See descriptions in OPCODE Commands.

    CH. No.
    Allows you to enter the required <CH_No.> portion of the OPCODE command syntax
    The port number on the tip/ring circuit card
    PARAMETER
    Allows you to enter the <PARAMETER> portion of the OPCODE command syntax
    An OPCODE-dependent qualifier. Not required for all OPCODE commands
    Possible values are:
      • <duration> — Specifies the number of milliseconds for the operation to be performed.
      • <digit_string> — Specifies a dial string. Valid values include the digits 0 through 9 and the following special characters: # and *.

        • Note: See descriptions in OPCODE Commands.

The system recognizes the following OPCODE Commands:


 
Table: OPCODE Commands �
Command
Description
OFFHK��<CH_No.>
Seizes the specified line
ONKH��<CH_No.>
Emulates an on-hook condition on the specified line
DIAL��<CH_No.>��<digit_string>
Dials out dual-tone multifrequency (DTMF) digits through the specified line
FLASH��<CH_No.>��<duration>
Performs hook flash on the channel for the specified number of milliseconds
RECORD��<CH_No.>��<duration>
Captures the pulse code modulation (PCM) data of the voice on the line and stores it in a file. The duration is specified in seconds and should be suitably chosen to capture a sufficient number of ON/OFF cycles of the tone
PLAY��<CH_No.>
Plays the stored tone on the specified channel
WAIT��<CH_No.>��<duration>
Introduces a number of seconds of delay in execution of the next command. This command can be introduced anywhere in the command sequence

Examples

The command sequence shown in the Tone Capture and Analysis Window captures dial tone.

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