Telstra IP Telephony Customer Group Administrator Checklist Version 4.5 Telstra Corporation Limited 2001 This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may be reproduced without written permission from Telstra Corporation Limited.
Table of Contents Purpose... 3 Checks before reporting a fault... 3 1. Is the user operating the device correctly?...3 2. Have you reset the user s password?...3 3. Are the user s details correctly configured?...3 4. Is the configuration server operational?...4 5. Does the device have connectivity within the LAN?...4 6. Does the phone have power?...4 7. Is there a fault with the phone?...4 8. Has the phone been re-initialised?...4 9. Is there LAN connectivity?...4 10. Is the DHCP server functioning?...5 11. Is the DNS server functioning?...5 12. Are proxy settings involved?...5 13. Is the firewall blocking IPT connectivity?...6 14. Is the gateway router operational?...6 15. Has QOS been configured correctly?...7 16. Have Telstra Telephony Toolbar and mireception been correctly installed and configured?...7 17. Is the user s voice mail configured correctly?...9 Reporting a fault... 10 Troubleshooting Guide... 11 Telstra IP Telephony Customer Administrator Checklist Version 4.5 Page 2 of 11
Purpose The purpose of this document is to provide you, as the Customer Group Administrator (CGA), with detailed, plain English, questions and answers to the most commonly asked questions about Telstra IP Telephony before reporting a fault. Checks before reporting a fault Before reporting a fault to Telstra, please ensure that you have completed the following checks. This will ensure that any fault is restored with minimal delay. The Telstra Service Consultant will probably ask you to perform these checks as part of the fault diagnosis. 1. Is the user operating the device correctly? If the user is not using the device (e.g. phone) correctly, you must advise the user of the correct operation of the device. For details of recommended operation of TIPT, please refer to the TIPT Resource Centre. 2. Have you reset the user s password? You are responsible for resetting user passwords, using CommPilot. Telstra will not reset passwords on behalf of users. 3. Are the user s details correctly configured? You must verify that configuration information for the user, and any related features and devices, is correct. If it is not correct, you will need to fix it. This includes the following: the phone user has been created (exists) a package/feature has been assigned to user a telephone number has been assigned to the user/feature a device has been created (exists) an appropriate device/port has been assigned to the user the user is in the correct department if applicable an appropriate feature package has been assigned to the user the user feature configuration is correct any appropriate group features have been created (exists) the group feature is configured correctly incoming/outgoing calling plans (call barring) are configured correctly Holiday and Time schedules are configured correctly Telstra IP Telephony Customer Administrator Checklist Version 4.5 Page 3 of 11
4. Is the configuration server operational? This can be verified by the details displayed on the phone during boot up. If a problem is found, arrange a fix by your LAN support group. Check that data in the configuration server files matches that in CommPilot. Check Username and Password in CommPilot match the Boot configuration for the user s phone on the configuration server. Is registration timer set to 600secs? It would be helpful to have a copy of the user configuration from the configuration server available if the Telstra tester requests it. 5. Does the device have connectivity within the LAN? This can be verified by using CommPilot to determine if the device is registered and the status of the device. If a problem is found, you will need to arrange a fix. The registration of device occurs at periodic intervals and therefore it is necessary for you to verify that the registration had been received since the user had first experienced the problem. 6. Does the phone have power? This can be verified by the device display. If the device is not receiving power, check that: the power pack is plugged in and mains outlet is functioning the LAN switch is providing in-line power If a problem is found, arrange a fix by your LAN support group or electrical contractor. 7. Is there a fault with the phone? Connect a working phone to your LAN. This will usually isolate a phone fault. If a problem is found with the phone, you are to arrange a replacement. Replacements for phones that are maintained by Telstra can be arranged via the TIPT Helpdesk. 8. Has the phone been re-initialised? This will ensure that the phone has the latest configuration. This is important if any user configuration changes have been made recently. 9. Is there LAN connectivity? You are required to perform standard connectivity tests within your LAN. This can range from simple checking including verifying that LAN cable has been connected to the correct interface on the device to complex testing using IP diagnostic tools across your LAN (e.g. ping and trace). Check that full/half duplex is set correctly. Telstra IP Telephony Customer Administrator Checklist Version 4.5 Page 4 of 11
10. Is the DHCP server functioning? Verify your DHCP server is operational. This can be verified by the details displayed on the phone during boot up. Verify that a valid TIPT IP address and subnet mask has been allocated to the device and/or desktop PC. This can be verified on the device display and confirming it against the customer design. Note: It is necessary for the IP address assigned to a device to correspond to a valid NAT address range within the TIPT network. Verify that a default router has been allocated to the device. If a problem is found with connectivity, arrange a fix by your LAN support group. 11. Is the DNS server functioning? Verify your DNS server is operational. This is difficult to diagnose however a typical symptom of this is long post-dial delays. If a problem is found, arrange a fix by your LAN support group. 12. Are proxy settings involved? Users may not be able to access TIPT elements (such as the CommPilot, TIPT Resource Centre, Telstra Telephony Toolbar and mireception) due to incorrect proxy settings. If you have a proxy server within your domain, you may require a proxy bypass that will allow a DNS query to be routed to the Telstra network. To implement the proxy bypass: Open Internet Explorer Go to Tools/Internet Options/Connections/LAN Settings Confirm that a proxy server has been defined Choose the advanced button Enter *.nipt.telstra.com appending to other existing entries (if any) If required, seek further assistance from your LAN support group. Telstra IP Telephony Customer Administrator Checklist Version 4.5 Page 5 of 11
13. Is the firewall blocking IPT connectivity? Verify your firewall is operational and configured correctly. To pass through the Telstra firewall, the data protocols need to be configured as per the table below. Protocol Description Port Numbers HTTP HTTPS CPP ACAP Hypertext used by 1. CommPilot 2. TIPT Resource Centre Hypertext secure web access - used by: 1. CommPilot 2. TIPT Resource Centre Using the Java Applet for 1. CommPilot 2. TIPT Resource Centre External web server proxy access to: 1. CommPilot 2. TIPT Resource Centre TCP 80 SSL/TCP 443 TCP 2205 TCP 2207 DNS Used by CPE (handsets). UDP 53 CAP/OSS SIP Carbon 12 Client Application Protocol & OSS protocol over XML used for user authentication access to MiReception and Telstra Telephony Toolbar Session Initiated Protocol call control to Application Server and Network Server. TCP 2208 UDP 5060 RTP Real time Transport Protocol used to carry speech. UDP <device-specific port range> Ports are opened dynamically. If required, seek further assistance from your LAN support group. 14. Is the gateway router operational? To verify the gateway router is operational: Traceroute to DNS Traceroute to TIPT platform Check routes for DNS and TIPT are in routing tables This can be verified by your LAN support group. If a problem is found, arrange a fix by your LAN support group. Telstra IP Telephony Customer Administrator Checklist Version 4.5 Page 6 of 11
15. Has QOS been configured correctly? Quality of Service (QoS) can be confirmed by your LAN support group. If a problem is found, arrange a fix by your LAN support group. 16. Have Telstra Telephony Toolbar and mireception been correctly installed and configured? Download and Installation Verify that the user has successfully downloaded and installed the software. There are two download/installation methods (depending on your organisation s software distribution method): user-driven (single user deployment) platform-driven (mass deployment) User-driven With this method, the user: obtains the software from TIPT Resource Centre (TRC). installs the software and follows instructions in the Quick Reference Guide available from the TRC, if required If the user cannot install the software, verify if they have administrative privileges to install software on their machine. If not, change their privileges to allow this, or logon to the computer using a login with the appropriate administrative privileges. If you need assistance with determining administrator rights, contact your LAN support group. Platform-driven End user downloads and installs the software from the deployment platform (e.g. Microsoft Systems Management Server (SMS), Radia). If the end user cannot download the software: verify that the software is in the catalogue of the software deployment application for the user/machine verify correct functionality of the software deployment application used to deploy the software. Integration of the third party software with software deployment applications is the responsibility of the customer. If you need assistance with these tasks, contact your LAN support group. For users with only Microsoft Outlook or Internet Explorer installed If the end user does not have both Microsoft Outlook or Internet Explorer installed on their PC (i.e. only one application or the other) and is having problems installing the software, verify with your LAN support group that the appropriate command line below is being used with the software deployment application tool. To install only IE: msiexec /i < msi name/path > ADDLOCAL=Common,miPA_Corporate,miPA_IE_Edition /qn To install only OL: msiexec /i < msi name/path>addlocal=common,mipa_corporate,mipa_outlook_edition /qn Telstra IP Telephony Customer Administrator Checklist Version 4.5 Page 7 of 11
Configuration and setup Verify that only one user is impacted (i.e. confirm that other users can access and use the software). If other users are experiencing a problem, the cause is more likely to be network or platform-related, and the checks below will not be relevant. Verify that the current versions of the software are installed. The version number can be viewed as follows: for the toolbar, click the Options icon next to the login icon, click the About tab in the Options window for mireception, click the Options icon in the top left corner of the screen, click the About tab in the Options window To verify what is the current version of the software, go to the Phone Users tab (for Telstra Telephony Toolbar) and Receptionists tab (for mireception) on the TIPT Resource Centre and select Application Downloads. Verify the desktop PC meets the minimum hardware and software requirements, which are available from the TIPT Resource Centre. Verify that the end user has the appropriate package that includes a licence for the software in question. If a user starts either the toolbar or mireception and receives a message that they are not licensed to use the application, this indicates that a required client licence is missing from the user s list of services and service packs. Open the user s profile in CommPilot and view the user s assigned services. In order to use the toolbar, the user must have one of the following packs that include Carbon 12 mipa Corporate: Standard pack Executive pack Receptionist user pack. In order to use mireception, the user requires the mireception Console user pack, which has Carbon 12 mireception and Phone Status Monitoring. If the user does not have one of the service packs for the application they require, they will need to have the service pack assigned before they can use the application. For mireception, verify that the user has Java Runtime enabled and the minimum version installed. To verify what version is installed, go to Add/Remove Programs in Control Panel and view the details for Java Runtime Environment. Verify the desktop PC is connecting to the customer LAN. If a problem is found, arrange a fix by the customer IT support group. Verify your firewall is operational and configured correctly for the toolbar and mireception. For details, see item #13 above. Verify the user is using the correct user ID and password to access desktop applications. Also verify that the user can log into CommPilot (as the user ID and password are shared with the software). This can be verified by viewing the status messages during log-in. If a problem is found, reset the user s password using CommPilot. Verify that the toolbar in Outlook or Internet Explorer is displayed. If it isn t displayed, the usual cause is that the toolbar is not activated. Telstra IP Telephony Customer Administrator Checklist Version 4.5 Page 8 of 11
To display toolbar for Internet Explorer: In the Menu bar, have the user click View, Toolbars. This displays a list of available toolbars. If Telephony Toolbar Services and Telephony Toolbar Call Control are not listed, this indicates that the toolbar is not installed, or failed to install correctly. The user will need to uninstall and reinstall the toolbar. If Telephony Toolbar Services and Telephony Toolbar Call Control are listed, ensure they are activated. This should be all that is required to fix the issue in Internet Explorer. To display toolbar for Outlook: If the toolbar is not displayed in Outlook after activating Telephony Toolbar Services and Telephony Toolbar Call Control in View, Toolbars, it s possible that the COM Add-In for the toolbar is not loaded or not activated. In the Menu bar, have the user click Tools, Options, Other (tab), Advanced Options, COM Add-Ins. If Telephony Toolbar is listed in the Add-Ins Available pane, select it and click OK. Close any remaining windows. The toolbar should now be displayed. If the toolbar is still not displayed, go back into the COM Add-Ins dialogue box and delete Telephony Toolbar from the Add-Ins Available list. In the COM Add-Ins dialogue box, click Add. The Add Add-Ins dialogue box is displayed. Locate mipa_corp_ol.dll in the bin directory where your toolbar files are installed. The default file path is: C:\Program Files\TIPT\Telstra Telephony Toolbar\bin\miPA_Corp_OL.dll. Select the file and click OK. Close any remaining windows. The toolbar should now be displayed. If a problem persists If there is still a problem with the user using the software, download and re-install the software. 17. Is the user s voice mail configured correctly? Voice Portal password Verify the user s Voice Portal password is being accepted. If a problem is found, reset the user s password using CommPilot. Voice mail server details Verify the mail server account and password (as used for Voice Mail) have been entered correctly into CommPilot. If a problem is found, change the user s password using CommPilot. Verify the mail server account has been allocated exclusively to one phone user. This can be verified by checking for duplicate records in the customer register. If a problem is found, allocate a new mail account and update the register. Telstra IP Telephony Customer Administrator Checklist Version 4.5 Page 9 of 11
Reporting a fault If you complete the checklist and are unable to fix the problem, you can arrange for the authorised representative to report the fault to Telstra. All TIPT faults must be reported to the TIPT Helpdesk on 1800287289. Telstra will only accept TIPT faults from the customer s authorised fault reporting contact(s). The TIPT Helpdesk consultant will confirm the identity of the authorised fault reporting contact. If the caller is not the authorised fault reporting contact, the TIPT Helpdesk consultant will ask the caller to contact their relevant authorised fault reporting contact. Due to privacy requirements, the identity of the authorised fault reporting contact(s) is not to be passed on to the caller. The TIPT Helpdesk consultant will obtain the following information from the customer: TIPT Site FNN or Telephone Number Company Name and Location of site of fault. Customer Group Administrator details Indication of severity of the fault Full description of fault symptoms You should be able to provide the following information: Number and location of phones impacted? Determine if fault affects single phone or multiple phones. Determine if phones at a specific site are affected. Is customer data impacted? Determine if fault affects customer data. Determine if this is occurring for a single user, whole site or whole network. Is fault impacting specific calls only? Determine if fault is related to specific calls (on net or off-net calls, calls to specific destinations, calls to or from specific locations. Is fault intermittent? Record exact times and details of calls to assist in troubleshooting. After the customer representative is verified, a fault report is raised and the representative is provided with a reference number. Telstra IP Telephony Customer Administrator Checklist Version 4.5 Page 10 of 11
Troubleshooting Guide Voice calls only (Data OK) Voice & Data Call failure Call quality All calls Single phone Multiple phones Check Phone User Configuration Check Group Configuration Check phone power Check phone cabling Re-initialise phone Check registration Swap phone with spare, re-initialise, check registration Check username / password in configuration server matches Com Pilot Check switch connection and configuration Check site mains power Check switch connection and configuration Check phones are initialised and registered. Check firewall Check configuration server Check LAN routing Check LAN cabling Specific calls Check Phone User configuration for call barring Check phone DNS is correct Try test calls to various on-net and off-net locations and record details Record details of call Single phone Check switch setting is duplex Check phone codec in use. Swap phone with spare and re-initialise Multiple phones Check QOS configuration in router Check switch Check LAN routing Check LAN cabling Telstra IP Telephony Customer Administrator Checklist Version 4.5 Page 11 of 11