Scenario 1: New Install Problems


New install problems are related to the way a line is provisioned, and to the way the service is designed and installed. The following are typical new install issues:

  • The local loop is installed and the LEC's technician has tested the line, has deemed it as okay, but there's still no ISDN service.

  • The service is installed and the user can make local voice calls, but the user cannot connect to the company's core router.

  • The user can make calls and can connect one of the channels, but not both channels.

  • The user cannot accept voice calls and cannot make voice calls when two channels are making data calls.

There are, of course, many other types of issues. The important thing to recognize is that the provisioning process is critical for new ISDN service. Even if the initial order for the ISDN install is issued correctly and the router is configured accordingly, sometimes a problem can take a long time to correct. An error in the provisioning process can lead to a redesign of the service, and the LEC usually considers a redesign as a new install with new charges and long delays.

NOTE

Pay particularly close attention to the provisioning process. Before troubleshooting new install problems, make sure that you know the specifics of the provisioned service. The requested service might be in one of the following stages: requested, ordered, operational, cancelled, deactivated, or pending deactivation. Only spend time troubleshooting if the LEC shows the status as operational, and the requested type of service matches what was provided. For more about provisioning, see Chapter 1, "Remote Access Overview."


NOTE

It is important to note that the type of switch you are connected to is not necessarily the switch type you set in IOS. The technician might know for a fact that the switch is a 5ESS, but it is possible to be provisioned for NI-1. You will need to set up your router likewise. For the U.S., the NI-1 switch setting is by far the most common setting regardless of if the switch is DMS, 5ESS, and so on.


The router is configured based on the provisioning information provided by the LEC. Supposing that the router configuration is correct, Table 13-2 provides some typical new install problems and their respective solutions.

Table 13-2. Typical New Install Problem Descriptions and Their Solutions

Problem

Solution

The local loop is installed, the line tested okay, but there is no voice and no data.

The LEC's provisioning/service department needs to turn the service on in the central office (CO) and remove any restrictions from the switch.

The local loop is installed and tested okay, and there is voice, but no data.

Check with the LEC to see if the line is provisioned for VOICE and DATA. Also, because of late payments, the service can be temporarily disabled, which means that the LEC or LD carrier changed the switch settings from "operational" to "maintenance" or "blocked," expecting the end user to contact them.

The local loop is installed and tested okay, and the user can connect to the core router, but the voice service is not available.

Check with the LEC to see if the line is provisioned for VOICE and DATA. Check the switch-type to determine if it supports VOICE. For some providers, the basic service is DATA; VOICE is considered "best effort."

The user can make voice and local data calls, but the user cannot connect to the core router.

Ask the user to make a long-distance voice call. If the long-distance service is not set up, the user will hear either a different LD carrier greeting or a message that states the LD calls are blocked.

How do you check to see if the user's LD service is set up correctly?

Using Sprint LD as an example, an automatic recording system is used. If you make an VOICE call to 1 700 555-4141 and Sprint is the LD carrier, you will hear, "Welcome to Sprint Long-Distance, 54110." The last five digits are called trailing number, which shows the number of the recorder and where the call hits the Sprint network.

The voice service is okay on both channels, but the data is okay only on the first channel.

If the configuration is set up correctly for the type of service (see Scenario 2), the issue is related to the LEC. The switch is not set up to allow two data calls simultaneously.

The first channel is okay for data and voice, but when the router brings the second channel up, the user loses the data connection.

There are two possible solutions to this problem:

1. It is most likely that the first channel is picked up by one LD carrier and the second channel is picked up by another carrier by mistake. Sometimes this works, and sometimes it doesn't. The message from the 776 router indicates that there's no route to the destination. The LEC must correct the information on the ISDN switch. For example, 333 indicates that the LD portion is picked up by Sprint.

2. The switch does not allow two data calls simultaneously, which the LEC must correct.

The user has data service, but every incoming voice call hits the first channel.

The dial-peer portion of the configuration probably does not exist, or it is misconfigured in the configuration.

The data service is okay, but the voice portion works only for outgoing calls.

Check to see if the configuration line isdn incoming-voice modem exists under the BRI0 interface.

The data and voice portions are okay, but when the router brings both channels up, no incoming calls are available, regardless of the configuration.

The issue is related to the ISDN switch that rejects every other call if two calls are already in progress. The LEC must correct this.

The data and voice portions are okay, but when the first channel is up and someone places a voice call to the first channel of the router, it rings busy.

Check for the command no forward-to-unused-port in the dial-peer config blocks. If dial-peers are available in the config, by default, the call should go to the next available channel.

Also, this can be related to the voice priority issue rather than an available channel issue. Check the way the voice priority is set up in your configuration.

The data and voice portions are okay, but when both channels are up for data and someone places a voice call to the router, it rings busy.

This can be the correct reaction of the router. If the switch allows every other call to hit the router, the router makes a decision based on the configuration. Check the way the voice priority is set up in your configuration.

The data and voice portions are okay, but there is no ring signal.

The first thing to check is who is generating the signalthe switch or the router. Set the configuration accordingly. If this does not help, the CPE is probably malfunctioning; you might consider getting another one.


These problems and solutions cover the vast majority of the cases that you might encounter for the new-installs category. The next scenario examines dial-out problems.




Troubleshooting Remote Access Networks CCIE Professional Development
Troubleshooting Remote Access Networks (CCIE Professional Development)
ISBN: 1587050765
EAN: 2147483647
Year: 2002
Pages: 235

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