TROUBLESHOOTING GUIDE No. TG0045 Ed.

03

OmniPCX Enterprise Nb of pages : 10 Date : 05 May 2014

SUBJECT : Alcatel-Lucent 4059 IP

CONTENTS

1. TROUBLESHOOTING ALCATEL-LUCENT 4059 IP ........................ 3

2. HISTORY .................................................................................... 3

3. INTRODUCTION ........................................................................ 3

4. PROBLEM WITH 4059 KEYBOARD ............................................... 3

4.1 USB Telephonic Keyboard....................................................................... 3

5. NO STARTING OF 4059 APPLICATION ....................................... 4

6. NO SIGN-IN OF 4059 IP ............................................................ 4

7. CAUSE OF 4059 IP RESTART ....................................................... 4

7.1 Bascul with Twin CPU ............................................................................. 4
7.2 IP connection loss ................................................................................... 5

8. CHECKS ..................................................................................... 5
8.1 Check USB and driver............................................................................. 5
8.2 Check Pbx link........................................................................................ 6
8.3 Check attendant management ................................................................ 6
8.4 Check associated phone set .................................................................... 7
8.5 Check If firewall activated ...................................................................... 7
8.6 Check If network sleep not activated ...................................................... 7

9. BEFORE CALLING ALCATELS SUPPORT CENTER ......................... 8

10. KNOWN ISSUES ......................................................................... 8

10.1 All the above points have been checked but the 4059 still does not start . 8

11. APPLICATION TRACES ................................................................ 9

1
Legal notice:
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All other trademarks are the property of their respective owners.
The information presented is subject to change without notice.
Alcatel-Lucent assumes no responsibility for inaccuracies contained herein.
Copyright 2014 Alcatel-Lucent. All rights reserved.
 OmniPCX Enterprise
Alcatel-Lucent 4059 IP TROUBLESHOOTING GUIDE No. 45

1. TROUBLESHOOTING ALCATEL-LUCENT 4059 IP

This document describes the items to check in case of failure with the Alcatel-Lucent 4059 IP. For the
4059 MAC, refer to the Troubleshooting Guide TG0008.
It is mandatory to have read the following technical communications as well:
TC0966 Alcatel 4059 MAC/IP Installation procedure for version 5.0.3
TC0958 Alcatel-Lucent 4059 and OmniPCX Enterprise compatibility
TC0999 Alcatel 4059 IP MAC address conflict
TC1363 Behavior of attendant 4059 when switch-over of CPU

2. HISTORY
Edition 01 : Creation of the Troubleshooting Guide
Edition 02 : update
Edition 03 : update (reference TC1363).

3. INTRODUCTION
The pre-requisites and compatibility described in TC0966 Alcatel 4059 MAC/IP Installation
procedure for version 5.0.3 must be respected.
The OmniPCX Enterprise versions compatibility described in TC0958 Alcatel-Lucent 4059 and
OmniPCX Enterprise compatibility must be respected.

4. PROBLEM WITH 4059 KEYBOARD

4.1 USB Telephonic Keyboard

See section 8.1 Check USB and driver.

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5. NO STARTING OF 4059 APPLICATION

See section 8.2 Check pbx link.

See section 8.3 Check attendant management.
See section 8.5 Check if firewall activated.
See section 8.6 Check Check If network sleep not activated.

6. NO SIGN-IN OF 4059 IP
See section 8.4 Check associated phone set.

7. CAUSE OF 4059 IP RESTART

If 4059 IP restarts with the message below, this can be due to a bascul (see 7.1 Bascul with Twin
CPU) or an IP connection loss (see section 7.2 IP connection loss).

Figure 1

7.1 Bascul with Twin CPU

At that moment, they need to establish a new linked with the newly CPU main.
This operation takes 30s or more time, due to potential delay/congestion in the IP network.

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Alcatel-Lucent 4059 IP TROUBLESHOOTING GUIDE No. 45

Once the 4059 are linked to the new main CPU, then they automatically reopen themselves in the
state they were before (day or night state).

For more information cf TC1363.

7.2 IP connection loss

Same message than Figure 1 is displayed, followed by:

Figure 3
Note
According with the technical documentation if the MAC Address or the IP Address of the IP attendant
change, you must delete the old IP attendant and create a new one. This specification forbids a
DHCP dynamic.

8. CHECKS

8.1 Check USB and driver

On the computer the USB must be functional, before connecting the keyboard, be sure than a
simple key USB is detected.
The USB 1.1 minimum is required.
After installing the driver, the new USB peripheral must be taken into account. It must appear in
Start/Settings/Control Panel/System:
click on Hardware
click on Device Manager
click on USB Controller/Generic USB Concentrator
click on the Start/Stop tab
The following screen must be displayed:

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Note
USB port needs at least 190 mA.

8.2 Check Pbx link

The PC must have a single network access.
It must be declared in IP network, recognized and connected.
If the OmniPCX Enterprise security feature is activated, the computer 4059 must be declared in the
list of trusted host as IP Equipment.

8.3 Check attendant management

PC configuration as well as attendant configuration is described in 4059/IP System Documentation.
The Device number given in PC configuration must be the "Physical Directory Number" of attendant
created in PBX configuration.

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8.4 Check associated phone set

The associated phone set must be an available 40x8 or 40x9 set and it must be declared as a
standard user.

8.5 Check If firewall activated

If you want to use the directory 4760 or 8770, the mandatory actions are described in TC0966
Alcatel 4059 MAC/IP Installation procedure for version 5.0.3.
You must enable the ldap port (default 389)
Moreover, the range of UDP port value used in 4059 is taken from:
mgr -> IP -> D/H -> IP Phones Parameters -> UDP port
If UDP port value given in mgr IP parameter is X, then the port value should be X+8.
Example
If X=32512 (UDP port value in mgr), then you will get the 4059 IP port value as 32520.
So you may enable this port in your 4059 PC.
32640 (= X + 128) is port on OXE side (i.e. destination port for messages from 4059 to CS):
In addition, OmniPCX Enterprise side port for 4059 is X+128

8.6 Check If network sleep not activated

In power options all network sleep options must be disable:

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9. BEFORE CALLING ALCATELS SUPPORT CENTER

Before calling Alcatel Support Center, make sure that you have read through this chapter and
completed the actions suggested for you systems problem.
Get the following information:
Version and patch of the OmniPCX Enterprise.
Version of the 4059 IP.
Operating System of the computer (XP SP2).
Exact description of the problem:
Date and Time
Problem in network?
First launch or problem in use?
Are there any backtraces (excvisu)?
Are there any incidents (incvisu)?
On the PC, get the files in the /uac_trac directory.
On the PC, capture the exchanges between the application and PBX with wireshark.
Then, please attach all those information via the BPWS to your Service Request. This will help
speeding up analysis.

10. KNOWN ISSUES

10.1 All the above points have been checked but the 4059 still does not start
This can be a known troubleshooting, a MAC address conflict (case crms00100936); refer to the
technical communication TC0999 Alcatel 4059 IP MAC address conflict.
If all the above points have been checked and that the 4059 still does not start, reboot the node.
After reboot if the 4059 still does not start, uninstall and reinstall the 4059 application (not the
driver). That can happen after a mistake in 4059 configuration.

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11. APPLICATION TRACES

It will give us some information about the failure on the PC.
Run a capture with wireshark and save in a file. It will give us some information on exchange
between computer and PBX.

To activated more traces in 4059:

Launch config.exe (this program is in same directory than 4059 exe file).
type the keys: "alt"+T +R => the tab trace appears

Apply all level of traces to all applications.

Reproduce the issue, close the 4059 and Get the files that are in the directory winnt/uac_trac or
windows/uac_trac.

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