VU-ACD™/100 Maintenance Guide – Host/DOS
Troubleshooting
T
ROUBLESHOOTING
4
4.0
Introduction
This section briefly presents a sequence of procedures to be followed when reporting and isolating
problems. It begins with a general troubleshooting guide and proceeds to describe ACD switch related
troubleshooting and datafilling/provisioning requirements.
4.1
Troubleshooting – General
Troubleshooting is a process consisting of the following procedures:
•
Problem Identification
•
Fault Isolation
•
Problem Resolution
Before corrective maintenance can be undertaken, the problem must be identified, its cause analyzed and
an appropriate solution applied. The hardware and software comprising the VU-ACD/100 system incor-
porates diagnostic tools which facilitate problem identification and fault isolation. However, problems
often tend to have multiple causes which must be identified, individually analyzed, tested and confirmed.
Corrective maintenance procedures which simply restore operation without understanding what went
wrong usually mask rather than resolve actual causes of system malfunctions.
4.1.1
Problem Identification
Most of the problems reported to Perimeter Technology Product Support reflect the inability of the user
to successfully interpret the data displayed and reported by the VU-ACD/100.
Another class of problems are associated with installation and upgrades. These problems include:
•
Data link problems (X.25 PAD programming, link modem configuration, cabling, LAN
media, DMS datafill, 5ESS provisioning)
•
Host configuration (tape/hard disk drive parameters, DigiBoard configuration, remote ter-
minal configuration, modem/printer/external display configuration)
•
Excessive number of agents (security device parameter)
•
LAN Communications (media, TCP/IP configuration)
•
Report data retrieval (past and current months)
•
System startup
Other problems are revealed through daily operation:
•
Report generation (missing or erroneous data)
•
Report interpretation
•
Link failures (switch, Net-VU server and InterLink initialization, datafill/provisioning
changes)
•
DMS-100 Load Management problems (agent position reassignments, DN changes)
• 5ESS Recent Change/Verify problems (indices, AIU programming, Web page
administration)
•
Device access and configuration (external displays, remote terminals, modems, printers)
•
LAN transmissions (traffic loads, retransmissions)