Before Calling Nortel Technical Support - Nortel 6120 Fundamentals

168 Troubleshooting

Before calling Nortel Technical Support

To facilitate the handling of the call, obtain the following information and
have it available when placing a call to Nortel Technical Support:
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For more information about troubleshooting WLAN Telephony installations,
see WLAN IP Telephony Installation and Commissioning (NN43001-504).
Copyright © 2007, Nortel Networks
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firmware versions on the wireless infrastructure, such as the APs
pre-installation Site Survey, including typical network information and
the wireless Site Survey information from the Site Survey tool such as
the Nortel Site Survey Tool
paper-based layout of AP placement
a more refined Site Survey of the area having issues using the wireless
handset in Site Survey mode
list of the PBX and LTPS software versions, including a list of patches
WLAN IP Telephony Manager 2245 and handset firmware versions
WLAN IP Telephony Manager 2245 configuration menu screen captures
any error messages displayed in the Error Status screen of the System
Status Menu of the WLAN IP Telephony Manager 2245
any error messages displayed on the handset display screen
content of the Syslog Server (if using)
log of the DHCP Server (if available), if using DHCP
Nortel Communication Server 1000
WLAN Handsets Fundamentals
NN43001-505 01.04 Standard
Release 5.0 4 September 2007