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Issue 4 August 2002 6-1
Troubleshooting
Introduction
This chapter describes problems that may occur during operation of the EC500
solution and possible ways of resolving these problems.
Error Conditions
Most problems reported by users of EC500 are likely not to be problems with
EC500 itself. In most cases, they are caused by unexpected interaction between
the Cellular Service Provider and EC500 features.
Below is a recommended troubleshooting procedure to follow when users cannot
receive EC500 calls on their cell phones. In addition, Table 6-1
identifies other
possible problems that might be encountered during operation of EC500. See
"
Installation and Administration Test", for test procedures to verify the connection
to the cell phone.
Users Cannot Receive EC500 Calls on
Cell Phone
If an EC500 user is not able to receive EC500 calls on the cell phones, follow
these procedures in the suggested order to isolate and fix the problem. After each
step, you may want to verify that the problem has been fixed by making an EC500
call to the mapped cell phone.
1. Verify that you can call the cell phone from the switch. This also verifies
that the user’s service contract with the Cellular Service Provider (CSP) is
active, and that the user gets good coverage in that area.
Check this by making a direct call to the cell phone’s published number.
When making this test call, wait until the call rings the cell phone (which
verifies that there is coverage), or until the call goes to the CSP’s voice mail
(which verifies that the service is provided but there may not be good
coverage).