Introduction To Line Telecommunications

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17. Fault Finding And Troubleshooting


17. - Fault Finding And Troubleshooting


17.1 - Verification Of The Fault


17.2 - Guidelines To Resolving A Fault

17.3 - Reporting A Fault To The Manufacturer

17.4 - Little Green Men And Other Gremlins

17.3 - Reporting A Fault To The Manufacturer

When a fault arises which cannot be resolved by the maintainer it will require a report to be made to the manufacturer so that an independent investigation can begin.

17.3.1 - General Procedure

The manufacturer will require as much information about the fault and site as is available. They will then attempt to recreate the fault and hence determine the causes and countermeasures.

Part of the investigation may include a site visit with the maintainer to re-examine the system and test out the
countermeasures. An alternative will be to supply the details and any necessary equipment to the maintainer for them to resolve the problem.

The information required by the manufacturer will include the following. Most of which will be available from the site records and maintainer investigation.

17.3.2 - Record Site Details

The name, address, telephone and fax number, and contact for the customer.

The name, address, telephone and fax number, and contact for the maintainer.

The system type and configuration plus options fitted and extensions used, plus installation date.

Software levels installed.

Program setting details from the site.

Any previous fault history of the site including upgrades and equipment changes since it was installed.

17.3.3 - Record Fault Details

There must also be as full a report as possible on the fault itself.

This will need to cover the circumstances in which the fault occurs and the parts of the system involved together with the attempts which have been made so far to rectify it.

17.3.4 - The Fault Log

In cases where the fault is a recurring one the customer should be asked to keep a fault log of these occurrences. This must include certain minimum information to be worthwhile.

A suggested list is:
Date and time of the fault
A description of the fault itself
Which lines or channels were involved
Which extensions were involved
What tones and displays were heard and seen
In addition any other observations made will prove useful.

17.3.5 - Collection Of Supporting Data

Some systems will incorporate an event port or data-logging interface which can be used to capture and store for analysis the system’s internal activity. A record of this data from the time of a fault used in conjunction with the fault data above is very often a key part of the manufacturer investigation. Therefore where such a facility exists it will be necessary to use it and provide complete fault logs for each occurrence covered by the log.

Such data will be complex and impossible to analyse in isolation form the other required information and even so may take several days work to complete.



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Extracted from

Introduction To Line Telecommunications
Copyright Panasonic Business Systems UK Ltd 2000