You will receive a circuit ID from a customer that has a problem. Troubleshoot the circuit and solve the problem. A Telco customer of yours calls in to report performance problems with circuit(PVC) ID X. You look up PVC ID X in Remedy and see that the circuit belongs to the Washington switch. What is your first step to investigating this problem? I highlight the Washington switch on the Naviscore Root map. I click onto the NavisCore top menu and choose:
/ Monitor / Ascend Objects / Show Circuits / All on Switch First you must select the circuit's switch before NavisCore can give you details. Start investigating a PVC by looking at its switch. Select the switch that has the identified circuit to begin troubleshooting. pic - NavisCore Root map Once you highlight the correct switch, you continue to investigate the customer's circuit problem. I click onto the NavisCore top menu and choose:
/ Monitor / Ascend Objects / Show Circuits / All on Switch I click onto the NavisCore top menu and choose:
/ Administer / Ascend Objects You should not go into the Administer menu, unless you want to change something. Find the list of circuits on the switch. >From menu choose / Monitor / Ascend Objects / Show Circuits / All on Switch pic - menu-monitor-circs pic - show all PVCs list Keep investigating. What do you do next? To see more details, I select the PVC found in the error code from the "show all" list. To see more details, I read all the information on this Show All PVCs screen. You need to scroll down to the problem PVC to see the correct details. Check the PVC the customer has reported. Select the PVC found in the error code to troubleshoot it. pic - circ-select pic - showallpvcs-washdc There is a lot of information displayed. What should you concentrate on? I'll investigate what the operational and administrative status is. I'll investigate what the operational status is. You need to review both operational and administrative status. Is the PVC operational? Ensure operational and administrative status is up. If the PVC is not up, then this may be the cause of the problem. pic - PVC status The PVC is both operationally and administratively up. So you still have not located the customer's problem. Where are you going to look next? I'll select STATISTICS to see more information on performance. I'll select GET OPER INFO to see more information on performance. GET OPER INFO does not have info for performance monitoring. Find out how the PVC is performing. STATISTICS screen shows you performance information. pic - Circuit summary stats What are you looking for? I will determine if the % Utilization is too high by pressing RESET and reviewing the results. I will determine if the % Utilization is too high by reviewing the Cumulative Statistics. First, RESET the stats screen counters, then look at Cumulative and % Utilization statistics. Determine if the utilization is too high. RESET the stats screen counters to get accurate readings and look at the % utilization - a likely source of performance problems. pic - utilization high You see that the capacity reading is 98%. You should now do the following: I determine if cells are being discarded. I determine if there are physical errors. This is premature. First determine if information is being discarded. Is data being lost? Determine if cells are being discarded because this, combined with high utilization, may explain the performance problem. pic - Close up of losses. No cells or frames are being discarded. You should now: I return to the Show All screen for this circuit and select the Attributes button. I choose to look at the Logical Port Stats, and RESET to see new results. With no cells or frames being discarded, you need to determine if the attributes are set correctly. Are the settings correct? If utilization is high but cells are not being discarded, then some of the attibutes may be set incorrectly. Utilization is high but cells are not being discarded, so some of the attibutes may be set incorrectly. Which attributes should you check for? I call the Telco customer back and we compare our settings. For Frame Relay: LMI Type, Bc, Be, CIR. For ATM: PCR, SCR, MBS Review for accuracy: I review our settings for accuracy. For Frame Relay: LMI Type, Bc, Be, CIR. For ATM: PCR, SCR, MBS You must compare settings with the Telco's settings because this may be the source of the problem. Are your settings consistent with the Telco? Compare Attributes with the Telco's settings because this may be the source of the problem. You compare Attributes with the Telco's settings because this may be the source of the problem. Settings are not consistent with the Telco's. I will RESET the attributes and then APPLY. I will dispatch a technician to the switch site to troubleshoot the situation. There is no reason to dispatch a technician when the attributes can be reset from NavisCore. Ensure settings are consistent. Reset Attributes. You had both sides RESET their attributes. Are you done? I'll confirm that customer's problem has been solved. >B>I'll close out the NavisCore screens and end the phone call. First make sure the customer's problem is fixed and that they are satisfied. Is the problem resolved? Confirm that the problem is resolved. The customer confirms that his problem is corrected and he compliments you on your prompt service. You determined that the PVC problem resulted from incorrect attribute settings.