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Chapter 6 - Warranty, Service and Tech Support

Tech Support

Multi-Tech has an excellent staff of technical support personnel available to help you get the most out
of your Multi-Tech product. If you have any questions about the operation of this unit, call 1-800-972-
2439. Please fill out the MultiVOIP information (below), and have it available when you call. If your
MultiVOIP requires service, the tech support specialist will guide you on how to send in your
MultiVOIP (refer to the next section).

Recording MultiVOIP Information

Please fill in the following information on your Multi-Tech MultiVOIP. This will help tech support in
answering your questions. (The same information is requested on the Warranty Registration Card.)

Model No.: _________________________
Serial No.: _________________________
Software Version: ____________________

The model and serial numbers are on the bottom of your MultiVOIP.

Please note status of your MultiVOIP including LED indicators, screen messages, diagnostic test
results, problems with a specific application, etc. Use the space below to note the MultiVOIP status:

________________________________________________________________________________________________________

________________________________________________________________________________________________________

________________________________________________________________________________________________________

________________________________________________________________________________________________________

______________________________________________________________________________________________________________

______________________________________________________________________________________________________

______________________________________________________________________________________________________________

______________________________________________________________________________________________________

Contacting Tech Support via E-mail

If you prefer to receive service on-line, via the internet, you can contact Tech Support via e-mail at
the following address:

http://www.multitech.com/_forms/email_tech_support.htm

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Содержание MultiVOIP 400

Страница 1: ...Standalone Voice IP Gateway Models MVP400 and MVP 800 User Guide...

Страница 2: ...ise this publication and to make changes from time to time in the content hereof without obligation of Multi Tech Systems Inc to notify any person or organization of such revisions or changes Record o...

Страница 3: ...ltiVOIP s 16 Phase 3 Deploy the VOIP Network 16 Safety Warning Telecom 16 Unpacking Your MultiVOIP 17 Safety Warnings 17 Phase 1 Cabling Procedure 18 E M Jumper Block Positioning Procedure 19 Chapter...

Страница 4: ...ng MultiVOIP Information 63 Contacting Tech Support via E mail 63 Service 64 The Multi Tech BBS 64 To Log on to the Multi Tech BBS 64 To Download a File 64 About the Internet 65 Appendixes Appendix A...

Страница 5: ...Chapter 1 Introduction and Description...

Страница 6: ...ine help system Figure 1 1 MultiVOIP Preview of this Guide This guide describes the MultiVOIP and tells you how to install and configure the unit The information contained in each chapter is as follow...

Страница 7: ...ions i e Telnet and Web based management used for remote configuration of the MultiVOIP Chapter 6 Warranty Service and Tech Support Chapter 6 provides instructions on getting service for your MultiVOI...

Страница 8: ...series connected to the IP network and one voice fax channel connected directly to the local Public Switch Telephone Network PSTN The second voice fax channel is connected to the trunk side of a Key T...

Страница 9: ...207 26 125 121 Trunk Ext 10 From the phone directory data base you can build your VOIP dialing directory For example if a person in our typical VOIP network at the headquarters picked up a telephone...

Страница 10: ...s to Marketing Office Pick up telephone and dial a trunk extension number e g 4 5 6 or7 Second dial tone is generated dial the Marketing Office MultiVOIP 401 Third dial tone is generated dial the exte...

Страница 11: ...ge Office indicator lights when the voice fax channel is configured for FXO operation E M Ear and Mouth indicator lights when the voice fax channel is configured for E M operation FAX Fax indicator li...

Страница 12: ...tiVOIP The Power connector is a 7 pin circular DIN connector A separate power cord is connected to the power supply and the live AC grounded outlet Command Port Connector The Command Port connector is...

Страница 13: ...10Base T twisted pair keyed RJ 45 connector Command Port Single 19 2K bps asynchronous Command Port with a DB 25 female connector Voice Fax Channel _ Two RJ 11 jacks FXO and FXS One RJ 45 jack E M El...

Страница 14: ...14 MultiVOIP User Guide...

Страница 15: ...Chapter 2 Installation...

Страница 16: ...one Directory Database option is set to Slave and the IP address of the Master MultiVOIP is entered Once all slave units are configured the process moves on to Phase 3 Phase 3 Deploy the VOIP Network...

Страница 17: ...he voice fax channel board provides backup power for the time keeping capability The battery has an estimated life expectancy of ten years When the battery starts to weaken the date and time may be in...

Страница 18: ...t a network cable to the ETHERNET 10BASET connector on the back of the MultiVOIP Connect the other end of the cable to your network 5 If you are connecting a station device e g analog telephone fax ma...

Страница 19: ...3 Slide the top cover back off the chassis to expose the rear panel 4 To change a jumper position lift the jumper plug up off the jumper block and move to the new position ensuring that the center ju...

Страница 20: ...20 MultiVOIP User Guide...

Страница 21: ...Chapter 3 Software Loading and Configuration...

Страница 22: ...g Ch8 914 Status 5000 Ch1 RTP 5004 Ch1 RTCP 5005 Ch2 RTP 5006 Ch2 RTCP 5007 Ch3 RTP 5008 Ch3 RTCP 5009 Ch4 RTP 5010 Ch4 RTCP 5011 Ch5 RTP 5012 Ch5 RTCP 5013 Ch6 RTP 5014 Ch6 RTCP 5015 Ch7 RTP 5016 Ch7...

Страница 23: ...ext If you click Browse you can choose from several folders It is recommended to choose the default destination 6 The following dialog box selects the COM port of your PC connected to the Command port...

Страница 24: ...etup dialog boxes define the channel interface voice coder fax parameters and regional telephone parameters for each channel Configure each channel for the type of interface you are connecting to The...

Страница 25: ...is enabled Check with your local in house phone personnel to determine if the signaling is Dial Tone or Wink and if the connection is 2 wire or 4 wire If Wink signaling is used then the Wink Timer is...

Страница 26: ...nabled for outbound and or inbound calls on the selected voice fax channel If you enable password Authentication on inbound or outbound calls you need to also enter a password of up to 14 numeric char...

Страница 27: ...associating the channel to the extension If you wish enter a description of your local phone number This description serves to identify the phone number you entered in the previous step for example J...

Страница 28: ...up Phone Number field For example 201 31 Click the Description field and enter a description for the remote MultiVOIP phone number for Channel 1 For example Hari s Office Note If the remote MultiVOIP...

Страница 29: ...mbers The first number will be the local MultiVOIP phone number for Channel 1 and the second number will be the remote MultiVOIP phone number for Channel 1 34 When you have finished click OK to downlo...

Страница 30: ...Off after the download is complete This may take several minutes as the MultiVOIP reboots 39 Win3 1 users you are returned to your Program Manager where the MultiVOIP Program Group and Program Item W...

Страница 31: ...Signaling Ch1 900 Q 931 Signaling Ch2 902 Q 931 Signaling Ch3 904 Q 931 Signaling Ch4 906 Q 931 Signaling Ch5 908 Q 931 Signaling Ch6 910 Q 931 Signaling Ch7 912 Q 931 Signaling Ch8 914 Status 5000 C...

Страница 32: ...oice coder fax parameters and regional telephone parameters for each channel Configure each channel for the type of interface you are connecting to The Interface tab defaults to channel 1 in the Selec...

Страница 33: ...produce those tones For silence detection select One Way or Two Way then set the timer for the number of seconds of silence before disconnect Note the default value of 15 seconds may be shorter than d...

Страница 34: ...If you do not plan to send or receive faxes on a given voice fax channel you can disable faxes in the Fax group 12 You can set up billing options for inbound and or outbound calls by checking them in...

Страница 35: ...are returned to the main menu 16 From the main menu click Phone Book to display the Phone Directory Database dialog box In the Database Type group click the Slave option The Master IP Address field be...

Страница 36: ...displayed as the setup configuration is written to the MultVOIP After the setup is written to the MultiVOIP the unit reboots 22 Check that the BTG LED on the MultiVOIP is Off after the download is co...

Страница 37: ...Database for the numbers to connect the MultiVOIP s to your VOIP network and the telephone extension number you need to connect the Voice Fax channels A sample VOIP Dialing Directory is provided belo...

Страница 38: ...ing to an E M trunk you need ensure that the E M trunk jumper is in the correct position for the E M type trunk The default E M jumper position is E M type 2 To change the E M jumper position perform...

Страница 39: ...Chapter 4 MultiVOIP Software...

Страница 40: ...ctory Defaults utility allows you to sequence through the software loading sequence and change any previous installation parameters Download Firmware allows you to download new versions of firmware wh...

Страница 41: ...he window provides information about the boot process The status bar at the bottom of the Setup menu displays the status of the unit e g Running the date that the unit was configured the type of conne...

Страница 42: ...ialed with an entry in the database The range for the Max Dial Digits is from zero to 16 digits with a default of five The Inter Digit Time in milliseconds option in the Dialing Options group defines...

Страница 43: ...thod Current Loss has to be supported by your PBX or local telephone company Current Loss terminates the call when the PBX or local telephone company switch detects a person hanging up the phone and o...

Страница 44: ...that can be viewed by highlighting the call event in the Log Entries dialog box and selecting Details The Authentication Option enables you to provide Password Protection on Inbound and or Outbound ca...

Страница 45: ...es not have to be 717 5565 It can be a single digit or several digits except it cannot be longer than the entry in the Max Dial Digits field in the Dialing Options group of the Channel Setup dialog bo...

Страница 46: ...field for the telephone number entered in the Phone Number field If you are assigning a Phone Number for a slave unit the Ethernet Node ID has to be for that slave unit If this plate is damaged or mis...

Страница 47: ...ddress is the IP address of the device connected to the line that is connected to the Internet Proxy Setup The Proxy Setup is used when a Proxy Server is used to connect the LAN to the Internet The Pr...

Страница 48: ...Phone Directory Database when assigning directory numbers to this MultiVOIP The Global IP Address field must contain the static IP address of the WAN port of the Proxy Server The Local IP Address fie...

Страница 49: ...layered model for more information on this model refer to Appendix A Depending on what is going on at the application layer IP will typically use one of two transport layer protocols User Datagram Pro...

Страница 50: ...tics The SNMP Statistics dialog box provides statistical information on Simple Network Management Protocol SNMP SNMP is an application layer protocol that facilitates the exchange of management inform...

Страница 51: ...efault condition is all applications are checked To disable a given application click to uncheck the check box and disable support SNMP related operations can be performed only when the SNMP Agent is...

Страница 52: ...general indication of the integrity of the Internet connection To reduce the frequency of lost packets select a low bit rate coder such as G 723 or Netcoder In addition enabling Forward Error Correct...

Страница 53: ...Chapter 5 Remote Configuration and Management...

Страница 54: ...guration as you see fit Once the configuration is changed you can down load the new configuration to the remote MultiVOIP Refer to the Modem Based Remote Configuration Procedure in this chapter to rem...

Страница 55: ...the remote MultiVOIP 8 The Reading Setup dialog box is displayed 9 The MultiVOIP Setup menu is displayed This is the dialog box of the remote MultiVOIP Refer to the online Help provided with your sof...

Страница 56: ...network 2 Install the MultiVOIP software on the local PC When installed click Start Programs MultiVOIP Configuration Port Setup or double click on the Configuration Port Setup icon in the MultiVOIP p...

Страница 57: ...MultiVOIP click Download Setup to update the configuration The remote MultiVOIP will be brought down the new configuration written to the unit and the unit will reboot 8 Click Exit when the downloadin...

Страница 58: ...t PCs to access the MultiVOIP A typical Telnet client is allowed to configure the MultiVOIP In addition the MultiVOIP can be remotely accessed and configured from any where on the Internet through its...

Страница 59: ...nfiguration options These options include Protocol Stacks option 1 Applications option 2 System Information option 3 and Voice Channels option 4 For further descriptions of these options refer to Chap...

Страница 60: ...Applications Setup dialog box see Chapter 4 MultiVOIP Software Once enabled users can access the MultiVOIP by entering its IP address in the destination field of their web browser The following scree...

Страница 61: ...Chapter 6 Warranty Service and Tech Support...

Страница 62: ...WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE HEREBY DISCLAIMED This warranty does not apply to any products which have been damaged by lightning storms water or power surges...

Страница 63: ...agnostic test results problems with a specific application etc Use the space below to note the MultiVOIP status ________________________________________________________________________________________...

Страница 64: ...n your part of the country The Multi Tech BBS For customers who do not have Internet access Multi Tech maintains a bulletin board system BBS Information available from the BBS includes new product inf...

Страница 65: ...ne by typing its list number and pressing ENTER 3 Enter L to list all the files in the selected file areas Enter C to go forward in the file list and P to go back 4 To mark one or more files for downl...

Страница 66: ...66 MultiVOIP User Guide...

Страница 67: ...Appendixes...

Страница 68: ...send a datagram to another host on the same network the sending application must know both the IP and MAC addresses of the intended receiver Unfortunately the IP process may not know the MAC address...

Страница 69: ...per RFC 1945 ftp ds internic net rfc rfc1945 txt being the most current HTML WWW pages are written in the Hypertext Markup Language HTML an ASCII based platform independent formatting language per IET...

Страница 70: ...n two types network and host Network addresses come in five classes A B C D and E Each class of network address is allocated a certain number of host addresses For example a class B network can have a...

Страница 71: ...5 22 DB 9 LAN Cable 1 2 3 4 5 6 7 8 Pin Circuit Signal Name 1 TD Data Transmit Positive 2 TD Data Transmit Negative 3 RD Data Receive Positive 6 RD Data Receive Negative Voice Fax Channel Connectors...

Страница 72: ...il numerique de la classe A respecte toutes les exigences du Reglement sur le materiel brouilleur du Canada Fax Branding Statement The Telephone Consumer Protection Act of 1991 makes it unlawful for a...

Страница 73: ...1W Service Center in U S A Multi Tech Systems Inc 2205 Woodale Drive Mounds View MN 55112 612 785 3500 Fax 612 785 9874 Canadian Limitations Notice Ringer Equivalence Number Notice The ringer equivale...

Страница 74: ...89 336 EEC of 3 May 1989 on the approximation of the laws of Member States relating to electromagnetic compatibility and Council Directive 73 23 EEC of 19 February 1973 on the harmonization of the law...

Страница 75: ...Glossary...

Страница 76: ...ynchronous Transfer Mode ATM A very high spped method of transmission that uses fixed size cells of 53 bytes to transfer informa tion over fiber also known as cell relay AT Commands A standard set of...

Страница 77: ...of data communications which prevents data from being lost due to differences in transmission speed Keyboards serial ports muxes and printers are a few examples of the devices that contain buffers Bu...

Страница 78: ...logged consecutively Customer Premise Equipment CPE The generic term for data comm and or terminal equipment that resides at the user site and is owned by the user with the following exclusions Over...

Страница 79: ...stores or displays user information DTE is a telecommunications term which usually refers to PCs terminals printers etc DTMF Dual Tone MultiFrequency A generic push button concept made popular by AT T...

Страница 80: ...requires a channel bank configured for the FX connection To generate a call from the POTS set to the computer telephony system a FXO connection must be configured Foreign Exchange Station FXS See FX F...

Страница 81: ...to provide that control or NetWare s SPX protocol must be used Interoperable Devices from different vendors that can exchange information using a standard s base protocol I O Addresses Locations withi...

Страница 82: ...ntrol LLC2 In a local area network the protocol that governs the exchange of transmission frames between data stations independently of how the transmission medium is shared The LLC2 protocol was deve...

Страница 83: ...tion that is logged on the loss of 2 3 or 4 of 5 consecutive FT framing bits P Packet 1 In data communication a sequence of binary digits including data and control signals that is transmitted and swi...

Страница 84: ...mputer s primary workspace All data must be stored in RAM even for a short while before software can use the processor to manipulate the data Before a PC can do anything useful it must move programs f...

Страница 85: ...es or 2316 bits A DS1 frame consists of 193 bit positions A frame overhead bit is in the first position and it is used for frame and signaling phase alignment only Subscriber Loop See Local loop Switc...

Страница 86: ...fting the telephone handset or by pushing a button Time Division Multiplexing TDM Division of a transmission facility into two or more channels by allotting the common channel to several different inf...

Страница 87: ...loopback tests DTE send and receive circuits local analog loopback tests local modem operation remote analog loopback tests comm link to the remote modem and remote digital loopback tests remote modem...

Страница 88: ...er 11 Limited Warranty 64 O On line Warranty Registration 64 P Ping 71 POP 71 Power Connector 12 Proxy Server Configuration 41 62 ProxyServer Software 40 R Receive Data 11 Remote Configuration LAN Bas...

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