TCP/IP Diagnostics

Testing the TCP/IP Software

Test the TCP/IP software if subscribers are experiencing difficulties with:

• Avaya Intuity Message Manager
• Internet Messaging for Intuity AUDIX
• Digital Networking using TCP/IP
• HiCap

To test the TCP/IP software:

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

Customer/Services Administration
	Diagnostics
		TCP/IP Diagnostics
			Send & Receive Test Packet

The system displays the Send and Receive Test Packets Window.

2. Enter the internet protocol (IP) address of the Avaya Intuity system.


 


Tip: For this information, see the TCP/IP Administration screen.

3. Press F3 (Save).

The system displays the message working... in the upper right corner of the screen. While the cursor flashes, the system is performing the test.

When finished, the system displays the Test Packets Results Window. This window shows the results of sending 10 test packets from the Avaya Intuity system to itself.

4. Examine the packet loss field in the PING Statistics displayed on the Test Packets Results screen. The value for this field will be either 0% or 100%, as described below.
• If 0% packet loss is reported, the test is successful. This result indicates that the problem is not with the Avaya Intuity system's TCP/IP software; however, the problem may be with the LAN card or the network. To further isolate the problem, test the connection between the Avaya Intuity system and the PC that belongs to the user that reported the problem. Test the connection between the Avaya Intuity system and a subscriber's PC.
• If 100% packet loss is reported, the test failed. Check with your LAN administrator to ensure that you used the correct IP address for the system. This result may indicate a problem with the Avaya Intuity system's UNIX TCP/IP software. Reboot the system, and repeat this test. If the test still fails, contact your remote services center.

Testing the Connection Between the Avaya Intuity System and a Subscriber's PC

After testing the TCiP/IP software and determinng that the Avaya Intuity system's TCP/IP software is functioning correctly, it needs to be determined that the Avaya Intuity system can properly communicate with the PC that belongs to the user that reported the problem.

To test the LAN circuit card and the network:

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

Customer/Services Administration
	Diagnostics
		TCP/IP Diagnostics
			Send & Receive Test Packet

The system displays the Send and Receive Test Packets Window.

2. Enter the internet protocol (IP) address for the PC to which you want to have test packets sent and received.
3. Press F3 (Save).

The system displays working... at the upper right corner of the screen. While the cursor flashes, the system is performing the test.

The system displays the Test Packets Results Window when the test is finished.

The results contain the following information:

• icmp_seq: The sequence identifier of the packet. The packets are numbered from 0 to 9, in the order that they were sent, and are displayed on the screen in the order that they were returned. If one or two packets are returned out of sequence, the condition is acceptable to the Avaya Intuity system. However, if more than two packets are out of sequence (for example, 0, 2, 5, 3, 1...), inform the LAN administrator or system administrator. Out-of-sequence packets may indicate network congestion or misrouting.
• time: The total transmission time, in milliseconds (ms), of the packet. Roundtrip delays greater than 10,000 ms may indicate a network problem.
• packet loss: The percentage of packets that were not returned during the test. The number of lost packets will vary from network to network. Percentage of loss depends upon the number of users, the number of machines, and the distance between machines.
• Consider the test successful if the Avaya Intuity system reports a packet loss percentage between 0 and 49%. Do, however, inform the LAN administrator or system administrator if the loss is above 10%. Slow response time may be the result of such a loss.
• Consider the test a failure if the Avaya Intuity system reports a packet loss percentage between 50% and 99%. In this range, Avaya Intuity Message Manager performance will be extremely slow or will completely fail.
• A 100% packet loss indicates that the Avaya Intuity system has not established communication to the test machine address. The test will not report if packets are being sent to an incorrect or nonexistent machine. Verify that you used the correct IP address for the PC. To further isolate the problem, repeat the test for a PC that is not experiencing problems with Avaya Intuity Message Manager. If this test succeeds, the problem is with the first test PC. If this test fails, it is likely the problem is with the Avaya Intuity system's LAN card or the network connection to the Avaya Intuity system.

Viewing LAN Interface Packet Statistics

The Interface Packet Statistics Screen displays data concerning traffic on the LAN circuit card. Use this screen to identify problems occurring with the LAN circuit card and the network.

To view the LAN interface packet statistics:

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

Customer/Services Administration
	Diagnostics
		TCP/IP Diagnostics
			View Packet Statistics

The system displays the View Packet Statistics Window.

2. Enter interface

The system displays the Interface Packet Statistics Screen.

When the data on the Interface Packet Statistics Screen indicates problems with the network, contact your LAN administrator.

Viewing LAN Detailed Packet Statistics

The Detailed Packet Statistics screens display a detailed description of the system packet information and error conditions on a per-protocol basis.

To view the LAN detailed packet statistics:

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

Customer/Services Administration
	Diagnostics
		TCP/IP Diagnostics
			View Packet Statistics

The system displays the View Packet Statistics Window.

2. Enter detailed

The system displays the Detailed Packet Statistics Screen - Page 1.

3. Press ENTER

The system displays the Detailed Packet Statistics Screen - Page 2.

4. Press ENTER

The system displays the Detailed Packet Statistics Screen - Page 3.

5. Press ENTER.

The system displays the Detailed Packet Statistics Screen - Page 4.

6. Press ENTER.

The system displays the following message:

EOF

7. Press ENTER.

The system displays the following message:

Press Enter to continue.

8. Press ENTER.

The system displays the View Packet Statistics Window.

Viewing LAN Routing Packet Statistics

The Routing Packet Statistics Screen displays shows the network routing table for the system. Gateway names, network base addresses, and interface types are available on this screen.

To view the LAN routing packet statistics:

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

Customer/Services Administration
	Diagnostics
		TCP/IP Diagnostics
			View Packet Statistics

The system displays the View Packet Statistics Window.

2. Enter routing

The system displays the Routing Packet Statistics Screen.

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