Customer Service
KNOWN BOSS/ADMIN FEATURE LIMITATIONS
The following are known feature limitations with the Boss/Admin configuration and should be communicated to the end-users:
1. The Message Waiting Indicator does not display on the Boss’ phone, and instead you have to look for the Envelope symbol on the display beside the Boss extension to determine if they have a Voice Mail.
2. To check Voice Mail on the Admin phone they need to select their line first, then press the Message button.
Just pressing Messages may take them to the Boss’ Voice Mail.
3. If the Boss is using their first line this is not displayed as in-use on the Admin. phone. If the Boss is using their 2nd line, it is displayed as in-use on the Admins phone.
15. VOICE-MAIL ONLY CONFIGURATIONS
The following procedures should be used to set up users with Voice Mail only and no phone:
1. Search for ‘0000000’ in the appropriate phone cluster.
2. Assign the MAC address of the phone to the next available sequential number.
3. The phone may then be re-assigned.
3–33 T h e C i s c o I P Te l e p h o n y C a s e S t u d y
16. TROUBLESHOOTING PHONES
# PROBLEM RESOLUTION
1 Rogue Phones (Extension 4xxxx) on 1. Verify MAC address of the phone is configured in
the cutsheet the correct cluster.
2. Disconnect phone from the network 3. Delete phone from the CM 853 cluster 4. Attach the phone to the network and test.
2 Rogue Phones not on the cutsheet 1. Check if MAC address of the phone is configured for a location in any of the 4 clusters.
2. If the MAC is configured in a cluster correct the phone as per Problem #1.
3. If the phone is not configured anywhere, identify the phone location and include in report.
3 Duplicate User Error when loading BAT Go to the user’s cube to see if an IP phone already exists.
If so, don’t install a new phone and delete the new phone out of Call Manager. If a PBX phone exists go to the User Directory and associate the UserID with the new phone.
4 Mis-pulled PACBell line in the BDF Contact Team Lead with jack information
5 Phone won’t boot. Stuck on screen “Opening x.x.x.x”
1. Ping IP address of phone and disconnect from network to ensure it’s getting an IP address.
2. If not getting an IP and DHCP is disabled on the phone, do
‘**#’ at the phone to unlock the configuration so you can enable DHCP.
6 Analog Ports Don’t Work 1. Verify the wiring.
2. Problems can occur if extensions on ports are changed on an FXS card where a reset from the Call Manager doesn’t work.
Contact Team Lead to get the FXS card reset from the Catalyst switch.
17. WAR ROOM FAQ
# PROBLEM RESOLUTION
1 I moved buildings and my phone This is supported by the move team Telecom Help Desk.
doesn’t work. Call xxxxx Option #3.
2 Will Phones work with Oryx? Oryx is not supported at the time. Future enhancements to Cisco IP phones will provide all the features of Oryx.
3 The time is off on the phones This is a known problem and is being working on by IT Engineering.
18. RETROFIT PROJECT FAQ
1. Once a Building is fully retrofitted and the EPN disconnected, no PBX phones will work in the building.
2. The Retrofit Project will eventually convert all phones on the San Jose Campus. The deployment schedule can be found on the AVVID Retrofit Link Page.
3. All faxes and polycoms will functions as usual with no disruption in service.
4. The same prefix is required for shared lines. (ie Boss and Admin both need 525-xxxx phones)
5. If an Admin wishes to change their phone number to support their manager, 48-72 hours are required to request the new phone number to support this configuration.
6. Boss/Admin Shared lined configurations are not automatic and must be requested.
7. Unapproved Modem lines will be terminated.
8. If you have an extra PBX phone, contact the Ops Center at xxxxxx for pickup.
9. Most headsets will work on the IP phone. If not, a new order will have to be placed through the vendor.
10. Your IP phone will be able to use Speed Dial once retrofitted. Password will be ‘xxxx’, or ‘yyyy’, or ‘cis-coxxx’.
11. The ability to use shared line appearances across different prefixes is under ‘Priority’ development by the EVVBU.
12. The call forward feature can be used to forward to internal and external numbers. However, it’s not recom-mended to be used for Admin call coverage.
13. Oryx is not a supported feature on the IP phone. In a future IP phone release, a comparable IP phone solu-tion (Personal Assistant) for single number reach will be made available.
14. Admin configurations for shared line appearances will be able to use up to two lines.
15. The same model of IP phone will be deployed to all users.
16. All Voice Mail functionality and passwords will remain unchanged.
17. If you want to use the IP phone on-line tutorial go to: http://avvid 18. Other AVVID web sites: http://avvid
19. The Retrofit Ops Center team can be contacted at xxxxx. Help Desk cases will not be opened during the first 48 hours after a building has been retrofitted. All user questions and concerns can be sent to retrofit-case@cisco.com
3–35 T h e C i s c o I P Te l e p h o n y C a s e S t u d y
19. SAMPLE RETROFIT REPORTS Trouble Log
CALLER NAME EMP TEL FLR/CUBE PROBLEM RESOLUTION
User A x-xxxx 2-J6-7 Phone installed in wrong cube Moved phone to right cube User B x-xxxx 4-G5-7 Cable too short/Headset not working Replaced cable; Fixed headset
User C x-xxxx 2-C7-6 Cable too short Replaced cable
Sample Efficiency Metrics:
IP Telephony Retrofit Efficiency Report
Building Total CM Total Hours Total time Total Partner Devices per IP Phone IP Phones IP Phones Devices Worked per Phone Billable Billable Hour Installer Installed Installed per
Installed Hours Temp Hour
A 133 314.5 2.3647 191.5 0.6945 29.5 107 3.6271
B 433 393.5 0.9088 285 1.5193 89.5 399 4.4581
C 279 345.75 1.2392 281.75 0.9902 86 238 2.7674
D 465 383 0.8237 325.5 1.4286 136.5 404 2.9597
E 359 264 0.7354 256 1.4023 80 294 3.675
F 383 323 1.1857 323 1.1857 82 339 4.134
G 285 238 0.835 238 1.0877 70 262 3.7914
H 278 260 1.0692 260 1.0692 90 262 2.9111
I 417 267 1.5617 267 1.5617 75 382 5.0933
Contingency Metric
Project Risk Assessment Table
Problem Preventive Action Contingency Action Trigger Owner
Analog cards not installed Monitor installation schedule Postpone analog (Go-No Go)=no Cisco IS and/or programmed and site inspection device retrofit
IP phones not available Monitor stock and Continue with analog (Go-No Go) = no Cisco IS
order early upgrade
Power line cards not Monitor installation schedule Install with 110 power (Go-No Go) = no Cisco IS
available and site inspection supplies
LAN Infrastructure failure Capacity monitoring Back out of building Technical issues arise Cisco IS retrofit during installation
relating to LAN
CM Load related failures Monitor NT Back out of building Technical issues arise Cisco IS retrofit during installation
related to LAN
Batch configuration Test Call off that week’s Friday nights Cisco PS
Program fail retrofit processing fails
PE resource issues Meet with Partner early Postpone first building Trial run is Cisco PS and often. Have a trial run retrofit unsuccessful
before first weekend cut.
Multiple resources Define responsibilities, Implement conflict Partner and Customer Cisco PS managing project deliverables, and customer management personnel unclear of
expectations. techniques “go to” resource for
issue resolution
Partner lacks resources Meet with Customer Meet Customer resources Technical issues arise Cisco PS with required skillset to with Solutions Delivery to assist in trouble- during deployment
successfully install system Manager to determine shooting problems. that prevents
skillset of Partner. Meet successful install.
with Partner to define responsibilities.
For a Sample Bat Tool Excel Spreadsheet
http://wwwin.cisco.com/it/client/at_work/ipt_case_study.shtml
3–37 T h e C i s c o I P Te l e p h o n y C a s e S t u d y