How to Troubleshoot ICD

1. Ensure the customer has downloaded and installed the ICD software.
2. Check CSI to ensure their account is configured properly.
3. If this is a new ICD order ensure at least 3 business days have passed for the order
to be provisioned.
4. Check the software status light in the customers system tray.
5. Next.....
o Montreal Agents - Verify with e/pop me questions that CFBY is correctly
configured. If it isn't, warm transfer the customer to 611 to have a voice
ticket cut. If e/pop me questions is not available, warm transfer the
customer to 611 and stay on the line while 611 verifies whether CFBY is
correctly configured.
o Edmonton Agents

1. Check 3-Way compare in Lynx

2. Create a trouble ticket

Step 1: Download ICD Installation Software

a. Check CSI for the customers account

i. If the account IS NOT there, use the ICD Sign-up form to sign up the
customer:
 AB: http://telusab.internetcalldirector.com/SignupForm.cgi
 BC: http://telusbc.internetcalldirector.com/SignupForm.cgi
ii. If the account IS there give them their Software URL from CSI
 AB: http://telusab.internetcalldirector.com/CSI/Customers/
 BC: http://telusbc.internetcalldirector.com/CSI/Customers/

NOTE: Each Software URL is unique to each ICD client

 Figure 1 - CSI Customer History

Step 2: Install the Software

a. After the customer has successfully downloaded the ICD install file have them
run it and follow the installation instructions

Figure 2 - ICD Install Icon

b. After the installation, when they go to run the software for the first time it will
prompt them for their phone number and password. It is very important that they
enter the 10 digit phone number of the line that the ICD will be monitoring.
c. If this is a first time signup the customer can choose any password they like and
the software will update the server with the new information.
d. If this is a reinstall and the customer had already chosen a password previously
they will need to input that same password here.
e. If the customer doesn't remember their password you can reset it for them in CSI

Figure 3 - ICD Login Screen

f. Click OK
g. The ICD status light should be Yellow indicating that it is waiting for it's first call.
How to use CSI

When a customer orders ICD an account is created on the ICD server. CSI (Customer
Service Interface) allows us to see if the account has been created correctly.

NOTE: A customer must wait 3 business days after ordering the service for it to be
provisioned on their line. Tickets should not be escalated until 3 business days have past.

1. Log into CSI

2. Check Customer Information
3. Check Events
4. Check Service Information
5. Software URL
6. Account URL

Step 1: Log into CSI

a. Go to the CSI Web page and log in

o AB: http://telusab.internetcalldirector.com/CSI/Customers
 Username: TelusTest
 Password: TELUSTSET
o BC: http://telusbc.internetcalldirector.com/CSI/Customers
 Username: TelusTest
 Password: TELUSTSET
 Enter the customers 10 digit phone number
b. Click Find Match

Figure 1 - CSI Search Screen

Once it finds a match open the account by clicking on the ICD number link. If the
account is not there, use the ICD Sign-up form to sign up the customer:

• AB: http://telusab.internetcalldirector.com/SignupForm.cgi
• BC: http://telusbc.internetcalldirector.com/SignupForm.cgi

Step 2: Check Customer Information

When the customer completed the online signup form they would have specified the
following Customer Information:

• Confirm the following:

• Email address:
• OS:
• Had Call Answer:
• Has Call Waiting:

Step 3: Check Events

It is very important to check the events table so that you can determine where a customer
has been able to get to in the signup process. It allows you to narrow down where the
problem may be.

Figure 2 - CSI Events

Account
Event Description Status/Status
Light
The date that the customer signed up for the service
Signup Pending
(probably from the ICD web site)
 Indicates the customer was able to successfully
Confirmation Confirmed
download the software
Indicates the customer has connected to the Internet
1st Login and their ICD software successfully connected to the Confirmed / Yellow
ICD server
Indicates the first call has been forwarded to the ICD
1st Forward Active / Yellow
server from the customers phone line
Indicates the customer has received the call
1st Use Active / Green
notification popup from the ICD software
Last Login Date of the most recent connection to the ICD server Active / Green
Disabled / Flashing
Disabled Date that the service was disabled
Red/Yellow
Disconnected /
Date that the ICD account was removed from the
Disconnected Flashing
system
Red/Yellow
Date that the Pending Notice is sent to the customer. If
a customer signs up for the service but does not
N. Pending Pending
download the software within two days they will be
emailed a Pending Notice.

From this example you can see that they were able to download the software and connect
to the ICD server. They're just waiting for their first call. The status light on their ICD
software would be Yellow.

Step 4: Check Service Information

 Figure 3- CSI Service Information

Status

• Pending
o The customer has signed up for an ICD account but has yet to confirm
their order by downloading the software from the link provided.
• Confirmed
o The customer has downloaded the software from the link provided.
• Active
o A call has reached the ICD server from the customers phone line,
indicating the CFB has been provisioned.
• Disconnected
o The account is no longer active and they must contact customer service to
reactivate their service.

Client Password

If the Client Password field contains the word PASSWORD this indicates that it has not
yet been set. The customer has not yet connected with their ICD software so that their
password could be updated on the server. This could be before the initial use or if the
password has been recently reset.
VM Type

This indicates if the customer subscribes to the voicemail service. Options are Remote or
None.
To update VM Type:

1. Choose Change VM Type from drop down menu below, click Go.
2. Select either Remote or None, click Submit.
3. If you change it to Remote ensure the VM Access number is correct, click
Submit.

VM Access

This is the number of the customer's voicemail service through TELUS, provisioned off
of the OCTEL platform. (This may also be the number they call to retrieve their voice
messages).

NOTE: If you're unsure of the customers VM Access number look up their ph number in
the Onesource Community Search and refer to Service Availability then Personal Voice
Mail Access #. If CSI is not showing the correct VM Access number please refer to the
Escalation Procedure.

Logged In/Out

Indicates if the clients ICD software is currently (real time) connected to the ICD server.

Client Upgrade

Indicates if the customer has upgraded from ICD to ICD 2000.

Step 5: Software URL

This is the link that is emailed to the customer when they signup for ICD so that they can
download the ICD software. Each Software URL is unique to each customer.

Step 6: Account URL

This is a link to the customer's online Account page. The customer can also access this by
clicking the Account button on their ICD software main screen.

What colour is the ICD Icon in the system tray of the customers computer?

• There is No ICD Icon in the System Tray

• Solid Black
• Solid Red
• Flashing Red and Yellow
 • Flashing Green
• Solid Green

If there is NO ICD icon in the system tray of the customer's computer:

Figure 1 - Green ICD System Tray Icon

The customer may have closed or exited the ICD program.

To restart ICD:

• Click Start
• Click Programs
• Click Internet Call Director

If the ICD icon is solid black:

Figure 2 - Black ICD System Tray Icon

The ICD software does not detect an Internet connection.

Step 1: Is the customer connecting and able to browse the Internet?

Have the customer try using a browser or email client to ensure they have data flow
If the customer is unable to browse the web then it is a Connection Problem, not a
problem with the ICD software

Step 2: Port blocking or firewalls?

a. If the client can surf the web but their ICD status remains black they may have a
firewall in place that's blocking the ICD ports. Click here for ICD port
information.
b. The customer will have to make arrangements to have their firewall or port
blocking software to allow the ICD ports for the ICD service to work.
c. If the customer is not a TELUS Internet Services customer they may have to
check that their ISP does not block ports.

Step 3: Is there an incorrect Connection Type configured?

a. Ensure that the Connection Type is set to the appropriate form of Internet access
b. From the ICD software click the Setup button

Figure 3 - Main ICD Screen

c. Choose General from the left navigation bar

d. Select the correct Connection Type from the list
 Figure 4 - General Setup

e. Click OK
f. Restart the ICD software and try again

If the ICD icon is solid red:

Figure 5 - Red ICD Icon

The ICD software does detect an Internet connection but was unable to reach or connect
to the ICD server.

How long has their status light been Red?

 a. If it is only a temporary problem it may be contributed to a failure on the Internet,
network congestion or if the modem is busy downloading a large file
b. If this is not a temporary or intermittent problem proceed to the next step.
c. Try restarting the ICD client.
d. Is the customer able to browse the Internet?
o Have the customer try using a browser or email client to ensure they have
data flow
o If the customer is unable to browse the web then it is a Connection
Problem, not a problem with the ICD software

Port blocking or firewalls

a. If the client can surf the web but their ICD status remains black they may have a
firewall in place that's blocking the ICD ports. Click here for ICD port
information.
b. The customer will have to make arrangements to have their firewall or port
blocking software to allow the ICD ports for the ICD service to work.
c. If the customer is not a TELUS Internet Services customer they may have to
check that their ISP does not block ports.

Is the ICD server down?

a. Try pinging the ICD servers to make sure that they're not down. The IP's are as
follows:
o 207.229.4.114
o 207.229.4.116
b. Try reinstalling the software. For detailed instructions click here.

If the ICD icon is flashing red and yellow:

Figure 6 - Yellow ICD Icon

The ICD server is denying the connection, usually due to a misconfiguration of the
account. The customer should receive a pop up message indicating what the problem is.

Step 1: Does the customer have an active ICD account? (How to use CSI)

a. If the customer does have an account check the Status in the far, right table to see
if it's Disconnected or Disabled, as shown below
 Figure 7- Service Information from CSI

b. Select Reactivate from the drop down list

c. Click Go
d. The status will change to Confirmed
e. Have the customer try again

Step 2.1: Have they entered the correct password?

a. When the customer starts the ICD software for the first time it will prompt them
for a password which will then be sent to the server
b. If the customer has just reinstalled their software they will be prompted for the
password the first time they run it
c. If they're currently connected it will try to verify against the server, but if they're
not it will accept the new password and try to verify it the next time they log onto
the Internet
d. If the more recent password doesn't match what is stored on the server there will
be a pop up message indicating what the problem is, as shown in below
 Figure 8- Incorrect Account Information

e. You have this opportunity to correct the information but even if it's still wrong it
will proceed anyway, and the status light will start flashing red and yellow
f. In the case of an incorrect password, it will have to be reset

Step 2.2: Reset the customers password

If the customer wants to reset their own password:

a. From the ICD software have the customer click the Account button
b. This will take them to their ICD account web page, as shown in below:
 Figure 9 - Incorrect Password

d. Have the customer click Forgot Password?

e. The server will send the customer an email with a link that will reset their
password
f. After clicking on the link it will take them to a web page with a temporary
password
g. Have the customer restart their ICD software
h. It will prompt for a password
i. Have them type in their new temporary password
j. The ICD software will open and the status light should change to Yellow, waiting
for their first call
k. The customer can change their password to something more secure by entering
Setup from their ICD main screen

If the customer wants YOU to reset their password:

a. Go to CSI and bring up the customers account. (How to use CSI)

b. From the lower, right drop down list choose Reset Password
c. Click Go
d. The next time the customer connects to the Internet ICD will automatically update
the server with the password that's already saved in its configuration
 e. The status light will change to Yellow, waiting for their first call

Step 3: Is ICD monitoring the correct phone number?

a. Check the main ICD screen to make sure it has the correct phone number. If it
does not, close the program and reopen it.

Figure 10 - Main ICD Screen

b. When the software starts up again it will prompt for the correct phone number
c. Click OK
d. ICD will open and the status light will change to Yellow, waiting for their first call

If the ICD icon is flashing green and the customer has not received an ICD call:

This is normal. The account will go to Active status (solid green) with the first forwarded
call.

Suggestion: The customer can use a cellular phone or have a friend call them while they
are on the Internet to received their 1st call.

If there is a solid green icon:

The customer should have received their first forwarded call and ICD should now be in
active mode.

What happens when you call the customer?

Continuous Ringing / 4 rings to Voicemail

• If the customer subscribes to the Call Waiting service they need to disable
it when they connect to the Internet
• Ask if Call Waiting was disabled. ICD will not work unless Call Waiting is
disabled.
a. Go to Dial-Up Networking
i. Windows 95, 98 and NT users, open the "Dial-Up
Networking" folder.
ii. Windows ME users, open Control Panel, then the "Dial-Up
Networking" folder.
iii. Windows 2000 users, open Control Panel, then Network
and Dial-up Connections
iv. Windows XP users, choose Control Panel under the 'Other
Places' heading, then Network Connections.
b. Right-click once on your telus.net (or appropriate ISP) icon. A pop-
up menu should appear.
c. Left-click on Properties
d. Enter '*70, ' (the comma and the space are important) before the
telephone number that is displayed in the Telephone number field.
As an example, this number should now read '*70, 555-1234' (if
555-1234 is your ISP's dial-up number).
e. Click OK
f. Connect to the Internet and have someone call you to test
• If the customer does not turn off Call Waiting an incoming call may
trigger "ring through" disconnecting them from the Internet.
• Once the customer logs off the Internet, Call Waiting is automatically
reactivated.
• Ensure ICD is setup to accept incoming calls, rather than ignore them.
a. Click the Setup button in ICD.
b. Click on the (+) sign beside AutoActions to expand the menu.
c. Choose All Callers.
d. Ensure Always Answer is selected.

Busy Signal / Straight to Voicemail

• Inquire if Call Forward Busy may have been deactivated in error. The
customer can dial *90 to ensure Call Forward Busy is active.
• Call Forward Busy may not have been provisioned properly on the
customer’s line. Follow trouble-ticketing process and route to NRA –
Records.
If the customer has had calls while they were on line with ICD running but they
didn't get the pop-up window:

Ask if Call Waiting was disabled. ICD will not work unless Call Waiting is disabled.

a. Go to Dial-Up Networking
i. Windows 95, 98 and NT users, open the "Dial-Up Networking" folder.
ii. Windows ME users, open Control Panel, then the "Dial-Up Networking"
folder.
iii. Windows 2000 users, open Control Panel, then Network and Dial-up
Connections
iv. Windows XP users, choose Control Panel under the 'Other Places' heading,
then Network Connections.
b. Right-click once on your telus.net (or appropriate ISP) icon. A pop-up menu
should appear.
c. Left-click on Properties
d. Enter '*70, ' (the comma and the space are important) before the telephone
number that is displayed in the Telephone number field.
As an example, this number should now read '*70, 555-1234' (if 555-1234 is your
ISP's dial-up number).
e. Click OK
f. Connect to the Internet and have someone call you to test

• If the customer does not turn off Call Waiting an incoming call may trigger "ring
through" disconnecting them from the Internet.
• Once the customer logs off the Internet, Call Waiting is automatically reactivated.
• Inquire if Call Forward Busy may have been deactivated in error. The customer
can dial *90 to ensure Call Forward Busy is active
• Have the customer check to ensure that the ICD icon is in the task bar. If not, they
should restart ICD.
• Does the customer have any features that do not interact with ICD? (See: Feature
Interactions/Conditions)

If the customer receives a call from a party who is calling through another carrier,
from an analogue cellular or from a DID number:

• The pop up window may display a number, which goes to a recording or a busy
signal when it the customer calls it back.
• This is normal for these types of calls, as often only the number that displays is a
billing number which is not set up to receive calls.

Check 3-Way Compare

If all appropriate troubleshooting steps have been completed, and Internet Call Director is
still not working, initiate a trouble report in LYNX by following these steps:
NOTE:

• If there is an existing ICD trouble ticket, you can update it rather than create a
new ticket.
• If you need to create a New TT, create one under the Voice Asset.
• After you have filled out the Smarscripting...
• Check the 3 way Compare Tab to ensure ICD is provisioned correctly

Refer to the following 3-Way Compare Matrices for Internet Call Director.

• Check for ICD Codes as shown on the chart.

The 3-Way Compare Matrices for Internet Call Director

Billing Provisioni Customer

ICD without Personal
Featur ng Programming Features Service
Voicemail
es Features Interface
No specified bundle ICD CALL_FORWARD_B Check
USY Customer
AB BC Informati
on for:

West Had Call

Metro- Answer:
Vancouver
Edmonton No
to
Any of the following: 7804326100
Aldergrove
Value Bundle ICD
/ Check
No Limits Bundle BDL or ICD Metro-
Whonnock Service
Internet Select Bundle ICD Calgary
604-291- Informati
Internet Complete Bundle PKG 4032326436
9906 on for:
Internet Signature Bundle
All other VM Type:
All other
areas none
areas 1-
1877225542
877-811-
6 VM
0131
Access: is
blank
CALL_FORWARD_NO_ANS Same number as
N/A N/A
WER for ADSL subscribers CALL_FORWARD_BUSY
CALL_FORWARD_NO_ANS
WER for non-ADSL N/A N/A Not programmed
subscribers
Billing Provisioni Customer
ICD with OCTEL Personal
Featur ng Programming Features Service
Voicemail
es Features Interface
 ICD CALL_FORWARD_B Check
No specified bundle FOR USY Customer
VM AB BC Informati
on for:

Had Call
West Answer:
Any of the following: Metro-
Vancouver Yes
Value Bundle Edmonton
to
No Limits Bundle ICD 7804326100
Aldergrove Check
Internet Select Bundle FOR
ICD FOR /
Internet Complete Bundle VM Metro- Service
VM Whonnock
Internet Signature Bundle BDL or Calgary Informati
604-291- on for:
ICD 4032326436
9906
And in combination with any FOR
of the following codes: VM All other VM Type:
All other remote
MMCAE only* PKG areas
areas 1-
VM SIMPLE MBX 1877225542
877-811- VM
VM ENH MBX 6
0131 Access: is
populate
d
CALL_FORWARD_NO_ANS
Same number as
WER N/A N/A
CALL_FORWARD_BUSY
for ADSL subscribers
CALL_FORWARD_NO_ANS
WER N/A N/A Personal Voicemail Access Number
for non-ADSL subscribers

TELUS Customer who subscribes to ICD, Velocity ADSL and OCTEL Personal
Voicemail must have CSI configured in the following manner.

Customer Information How to update CSI Customer Information

Select Yes, and click Update below the Customer Information
Had Call Answer: Yes
column
Service Information How to update CSI Service Information
VM Type: remote Select Change VM Type on the drop-down menu below the
VM Access: populated Service Information column and click Go! On the next page
with a Personal Voicemail displayed, choose Submit, and then on the next page
Access Number displayed, choose Submit again.

Complete all appropriate troubleshooting steps. If after the customer's ICD service is
working again, create a Resolution activity to close the ticket. If the ICD service is still
not working, proceed to step 12.

12. In Comments add AOPC & who reported the trouble plus the following template:
*******ICD*******************************ICD********

Service Telephone Number including area code (STN):

ADSL (y/n):
CRIS order completed date: i.e. (02/02/2005)
ICD account exists in CSI: (y/n)
If customer has voicemail...
VM is check marked in CSI: (y/n)
VM Type is set to remote in CSI: (y/n)
CW is check marked in CSI: (y/n)

*******ICD*******************************ICD********

13. Customer due date will auto fill, quote due date to customer (do not hit Book
Appointment)
14. Scroll down to the "Activities" Applet
15. Click on "New"
16. Activity Type - Route
17. Activity Comments - Please provide pertinent comments. Also if a 3-Way
Compare has been done and you find that ICD codes are missing in any of the
Billing, Provisioning and Programming Frames, you must provide comments to
reflect this.
18. Workgroup - NRA-Records
19. Step off the record to save
20. Select "Submit" in Trouble Ticket Detail

Custom Call troubles: Appointments auto populate themselves: Do not quote the
Appointment time. Advise the customer trouble will be resolved between 24-72hrs.

Common Problems

1. We cannot find an active account in our database for this phone number.
2. Oops! Your account information is missing or incorrect.
3. How to reset the customers ICD password.

1. We cannot find an active account in our database for this phone number.
This error can be caused by the customer entering the wrong phone number when
installing ICD or not having an ICD account.
o Check CSI to verify which phone number ICD is provisioned on.
o Reinstall ICD and where it prompts for the phone number have the
customer enter the correct phone number.
o If the customer does not have an ICD account have them visit the
telus.com site to sign up.
 2. Oops! Your account information is missing or incorrect.
The customer has likely typed an incorrect password.
o Have the customer reset their password.

3. How to reset the customers ICD password

ICD Port Information

ICD requires the following ports allow traffic in order for the service to work.

• 8663/udp
• 8673/udp
• 10003/udp
• 15003/udp

If a customer is trying to use ICD behind a firewall or router they will need to configure
their firewall or router to allow traffic on the following ports. If they are unsure of how
to configure their firewall or router refer them to their vendor or product manual. Note we
cannot assist with this configuration.

If the customer is not a TELUS Internet Services customer they may have to check to
ensure their ISP does not block ports.

TSS (Montreal) Escalation Procedure

ICD Live Check Process

First of all, make sure all possible software issues were troubleshot, and that you have
confirmed if the client has disabled call waiting in their internet dialer, should they
subscribe to call waiting. Also, pleaseconfirm that the client has PROCESSED or
COMPLETE ICD codes in CRIS before going ahead with the ICD Live process.

NOTE: For new ICD service orders it takes up to 3 business days to be provisioned on
the switch. Please ensure 3 business days have past from date of order before escalating.

ICD Live Check - The CSA doing ePop Me Questions will usually have the ability to do
live a live check of the switch programming. If not available, please advise MAIN.

Send ePop me questions the phone number in question, and ask for a Live ICD check.
After checking the switch programming, ePop Me Questions will then advise you if
CFBY (Call Forward Busy) is set to the correct ICD number, and if the service shows as
active or not.

If there is a switch programming issue (CFBY not forwarding to the correct number) then
the Lynx Trouble Ticket has to be routed to NRA - Repair Answer:
When routing to NRA - Repair Answer you must use the ICD Ticket Routing template.

Note that once the programming issue is fixed, NRA will re-route the ticket to the call
back bin (.NET NSS Dial BC) for TSS to confirm problem resolution with the customer.

If the problem is other than phone programming:

• Single customer affecting

If you have exhausted all troubleshooting, or are experiencing problems with the CSI
database that you can not fix, you may then need to route to InfoInterActive by email.
You must obtain approval from a CSA before doing so. IIA does not contact our
customers, so you may have to arrange follow up with the client after IIA contacts you.
Please note all activities (including your emails, reference numbers, and the time any
correspondence was sent) within your Lynx ticket.

Email escalations are sent to tier2@infointeractive.com using the following template:

Name of Customer Service Rep:

Customer Service Rep email:
Customer phone number:
Customer email:
Customers operating system:
Detailed Description of problem:

• Multiple customer affecting

This situation applies to multiple customer affecting problems which have a sudden onset
that probably indicate an outage. For example, multiple flashing red lights, Message
Waiting Indicator Problems, large scale reports of fast busy signals or silence, and
customers showing up "UNAVAIL" in the CSI database. IIA Tier Three reps are available
continuously and will respond within 30 minutes. Only a CSA or the Graveyard prime
should do this.

CCO Assure (Edmonton) Escalation Procedure

• All tickets are routed to VS.

• Follow normal daily ticket procedure.

Ticket Routing Templates

ICD Template

* ICD *
Service Telephone Number including area code (STN):
CRIS order completed date:
ICD account exists in CSI:
If customer has voicemail
VM is check marked in CSI:
VM Type is set to remote in CSI:
CW is check marked in CSI:

What do I do if a customer is requesting a copy of their repair tickets/records?

This is confidential information. Refer the customer to the PRIVACY@TELUS.COM or

they can dial (1.800.567.0000 - option 1). The customer is required to fill out a form to
obtain this information. The process takes approx 30 days from date received. For more
information on TELUS Privacy go to the Privacy Request Procedures Page.

Step 1: Download ICD Installation Software

a. Check CSI for the customers account

i. If the account IS NOT there, use the ICD Sign-up form to sign up the
customer:
 AB: http://telusab.internetcalldirector.com/SignupForm.cgi
 BC: http://telusbc.internetcalldirector.com/SignupForm.cgi
ii. If the account IS there give them their Software URL from CSI
 AB: http://telusab.internetcalldirector.com/CSI/Customers/
 BC: http://telusbc.internetcalldirector.com/CSI/Customers/

NOTE: Each Software URL is unique to each ICD client

Figure 1 - CSI Customer History

Step 2: Install the Software

 a. After the customer has successfully downloaded the ICD install file have them
run it and follow the installation instructions

Figure 2 - ICD Install Icon

b. After the installation, when they go to run the software for the first time it will
prompt them for their phone number and password. It is very important that they
enter the 10 digit phone number of the line that the ICD will be monitoring.
c. If this is a first time signup the customer can choose any password they like and
the software will update the server with the new information.
d. If this is a reinstall and the customer had already chosen a password previously
they will need to input that same password here.
e. If the customer doesn't remember their password you can reset it for them in CSI

Figure 3 - ICD Login Screen

f. Click OK
g. The ICD status light should be Yellow indicating that it is waiting for it's first call.

Uninstall Internet Call Director

a. Go to Add/Remove Programs in the Control Panel

b. Select Internet Call Director from the Currently Installed Programs list
c. Click Remove
d. Reboot the computer