Document # 8050
INN-SURE TECHNICAL QUESTIONS AND ANSWERS

1)   In a correctly installed and working INN-SURE, what would
     you see in the title bar across the top of the screen,
     between the date and the system version number?  How many
     should you see and what do they indicate?
          You will see a small rotating bar or propeller in
          parenthesis (/) for each INN-SURE card in the system. 
          Each rotating propeller indicates that an INN-SURE card
          is working.
2)   Where would a customer look to find the number that
     represents the version of the software currently in the 
     INN-SURE?
          In the center of the Title Bar on the INN-SURE main
          menu screen.    OR
          The version number is on the 3 1/2" INN-SURE disk 
3)   When or at what screen does INN-SURE display the number of
     boards that are installed in the cabinet?
          When you start up INN-SURE, the Activity/Menu Area
          first displays a copyright message, then information on
          how many INN-SURE boards are detected as properly
          installed in the cabinet.  You may also count the
          number of twirling propellers in the upper left hand
          corner of the INN-SURE diagnostic monitor and in the
          trunk association screen.
4)   Where do you look for HELP on the INN-SURE screen?  
          Look at the bottom of the screen for help concerning
          keys to press or a description of what is happening.
          Press [F1] anytime for detailed instructions specific
          to the screen that is displayed at that time.
5)   Explain how to set the INN-SURE to do call matching by
     trunk. 
          First, correctly complete Outgoing SMDR setup.  This
          defines the length and position of the Trunk number. 
          Next go to the "Trunk Association" screen and enter the
          trunk numbers making sure the numbers match in length
          exactly with the Outgoing SMDR setup definition.
6)   Explain how to set the INN-SURE to match using number
     dialed.
          The option to match by the dialed digits is generally
          used only when the SMDR does not contain adequate trunk
          information.  Even though you are matching by phone
          number you need to pick some number in the line of SMDR
          that does not change and define it as a trunk (position
          and length) in "Out Going Call Record Definition" and
          put the same number in the "Trunk Association" screen
          for the first trunk.  Leave the rest of the values in
          the "Trunk Association" screen at defaults.  In release
          1.7 the INN-SURE will not work with right-justified
          phone numbers.

7)   You have defined the position of the trunk in "Outgoing SMDR
     SETUP" as position Sixty-two with a length of four digits. 
     The telephone switch sends leading zeros for any number that
     is less than four digits.  Write down how each of the
     numbers given below should be displayed on the "Trunk
     Association" screen.
          Trunk number twelve                0012
          Trunk number four thousand & six   4006


          Trunk number three hundred         0300
          Trunk number one                   0001
8)   What does EOL mean?  Why is the EOL important?  What happens
     to the SMDR information in the SMDR IN and SMDR OUT windows
     if the EOL is not correct?
          EOL = End Of Line character
          A properly defined end of line (EOL) character defines
          for the INN-SURE system where one line of SMDR ends and
          the next one begins.  
          Without the EOL properly defined the SMDR data from the
          telephone system will quickly flash and be gone from
          the SMDR IN and SMDR OUT windows in the diagnostic
          screen.  The INN-SURE will not be able to process the
          data.
9)   Give the Decimal code and draw a picture of the following
     control codes which can be used as the EOL.
     CONTROL                       DECIMAL   
      CODE          MEANING        CODE      SYMBOL
      LF            Line feed       010___   
 with center circle
      FF            Form Feed       012___   
      CR            Carriage Return 013___   

      ETX           End of Text     003___   
10)  What do the initials IDE stand for?  
          Integrated Drive Electronics
11)  What does the IDE card control?  
          The floppy drive and hard drive (if installed)
          Comport #1 - 9 pin external modem
          Comport #2 - SMDR IN & OUT
          Parallel Port
12)  What would be the main symptom if the cable to the IDE card
     was not plugged in correctly?
          If IDE cable is turned the wrong way , disconnected or
          connected to the SMDR card incorrectly, you will never
          get SMDR IN or OUT.
13)  With respects to the red indicator line on the cable, how
     should the connecting cable be plugged into the IDE card?
          The red indicator line on the cable must be securely
          plugged on to pin one of the stick header connection to
          the board.
14)  Describe three different methods of doing setup on a new
     INN-SURE?
          1)   With a keyboard and monitor on site
          2)   With an internal or external modem using CLOSEUP
               SUPPORT after first correctly enabling the INN-
               SURE to work with CLOSEUP CUSTOMER.
          3)   With a lap-top computer, a modem and a legal copy
               of the close-up software.  The INN-SURE must have
               been enabled to work with the CLOSEUP CUSTOMER.

15)  The INN-SURE answer detect system at the California Regency
     Hotel in Pasadena, California was slightly damaged in an
     earthquake after shock.  TEL's technical service department
     is attempting to talk an on-site technician through
     unplugging or removing the INN-SURE system to be sent in for
     repair.  After the INN-SURE is removed what must be done to
     guarantee phone service will continue un-interrupted?
          Replace the Bridge clips on the block.

16)  Draw and label all the connections on the back of the 


     INN-SURE system with the exception of the power connection.

                                           LINES 1 - 24 
             SMDR                   BLNK    PBX      CO 
           OUT   IN    BLNK  BLNK   кФФП   кФФФП   кФФФП
           кФФП  кФФП  кФФП  кФФП   Г  Г   Г А Г   Г А Г
           Г  Г  Г  Г  Г  Г  Г  Г   Г  Г   Г А Г   Г А Г
           Г  Г  Г  Г  Г  Г  Г  Г   РФФй   Г А Г   Г А Г
  ROUND    Г  Г  Г  Г  Г  Г  Г  Г          Г А Г   Г А Г
KEYBOARD   Г  Г  Г  Г  Г  Г  Г  Г          Г А Г   Г А Г
  PLUG     Г  Г  Г  Г  Г  Г  Г  Г          Г А Г   Г А Г
кФФФФФФП   Г  Г  Г  Г  Г  Г  Г  Г          Г А Г   Г А Г
Г      Г   РФФй  РФФй  РФФй  РФФй          Г А Г   Г А Г
Г      Г (Female  Male                     Г А Г   Г А Г
Г      Г     25-pin)                       Г А Г   Г А Г
РФФФФФФй                                   Г А Г   Г А Г
                                           РФФФй   РФФФй
 кФФФФФФФФФФФФФФФФФФФФФФФФФФФФФП    (both 50-pin Female Amphenol)
 Г(15-pin Female)ФФФФФФФФФФФФФФД           кФФФП   кФФФП
 Г Г VGA MONITOR               Г           Г   Г   Г   Г
 Г РФФФФФФФФФФФФФФФФФФФФФФФФФФФД           Г   Г   Г   Г
 Г(25-pin Female)ФФ(9-Pin Male)Г External  Г   Г   Г   Г
 Г Г   PRINTER        COM 1    Г Modem     Г   Г   Г   Г
 Г РФФФФФФФФФФФФФФФФФФФФФФФФФФФД           Г   Г   Г   Г
 Г кФФФФФФФФФФФФФФФФФФФФФФФФФФФД           Г   Г   Г   Г
 Г Г    Indicator Lights *     Г           Г   Г   Г   Г
 Г РФФФФФФФФФФФФФФФФФФФФФФФФФФФД           Г   Г   Г   Г
 Г кФФФФФФФФФФФФФФФФФФФФФФФФФФФД           Г   Г   Г   Г
 Г Г       TRUNK CARD #1       Г           Г   Г   Г   Г
 Г РФФФФФФФФФФФФФФФФФФФФФФФФФФФД           Г   Г   Г   Г
 Г кФФФФФФФФФФФФФФФФФФФФФФФФФФФД           РФФФй   РФФФй
 Г Г      16 BIT SLOT #2       Г            PBX     CO  
 Г РФФФФФФФФФФФФФФФФФФФФФФФФФФФД           LINES 25 - 48
 Г кФФФФФФФФФФФФФФФФФФФФФФФФФФФД                        
 Г Г      16 BIT SLOT #3       Г
 Г РФФФФФФФФФФФФФФФФФФФФФФФФФФФД
 Г кФФФФФФФФФФФФФФФФФФФФФФФФФФФД
 Г Г       8 BIT SLOT #4       Г    If the INN-SURE comes with
 Г РФФФФФФФФФФФФФФФФФФФФФФФФФФФД    an internal modem it would
 Г кФФФФФФФФФФФФФФФФФФФФФФФФФФФД    be installed in one of the 
 Г Г       8 BIT SLOT #5       Г    last two 8 bit slots.
 Г РФФФФФФФФФФФФФФФФФФФФФФФФФФФД
 РФФФФФФФФФФФФФФФФФФФФФФФФФФФФФй                                 

* There are 10 Indicator lights.  Light #1 is a red alarm light. 
Light #2 is a yellow heartbeat light.  Lights #3 through #10 are
green and are trunk line indicator lights.

17)  Referring to the software release of INN-SURE existing at
     the time of this test, if the telephone system does not show
     any trunk numbers in the line of SMDR information sent, the
     INN-SURE can always match by phone number. True or False
          False, In release 1.7 the INN-SURE will not match right
          justified phone numbers.
18)  All INN-SURE systems in a daisy chained system are
     designated as Slave units, except for the last one.  What is
     the last INN-SURE system in the daisy chain called and what
     does it connect to?
          The Master INN-SURE system is last.
               The Master unit connects directly to the call


               accounting system.
19)  In an INN-SURE system with one INN-SURE card, the duration
     of an Unanswered call has been set to be modified to zero
     seconds, and Answered calls have been set to be modified to
     sixty seconds.  What is the problem in these situations?
          19a) No Modification of the call record duration is
               occurring as the SMDR is appearing in the SMDR out
               window.
               The trunks have not been correctly associated to
               the INN-SURE's ports.
          19b) Modification of the duration of the call records
               is only occurring on 8 of the existing 16 trunk
               lines.
               This INN-SURE only has one card therefore it is
               only monitoring 8 trunk lines.  The property needs
               another INN-SURE card in the existing system to
               monitor all 16 lines.
20)  The "Scope Mode Monitor" can not be run on anything less
     than a 386 CPU.  TRUE or FALSE?
          TRUE....
21)  COM port 1, IRQ4 can be used for an external modem on the
     INN-SURE.  TRUE or FALSE?
          TRUE....
22)  COM port 3, IRQ4 is used on the INN-SURE for an internal
     modem. TRUE or FALSE?
          TRUE....
23)  What COM port is used for SMDR IN/OUT?
          COM port 2, IRQ3
24)  What pin on the INN-SURE SMDR IN connector receives the SMDR
     data from the PBX and what pin on the SMDR OUT connector
     transmits the SMDR data to the call accounting system?
          Pin three in both cases.
25)  If an INN-SURE is to be installed in a situation where
     Dialers are being used, where is the INN-SURE system placed
     in the serial trunk wiring scheme?
          CO---Dialers---INN-SURE---PBX
26)  What is an easy way to check and see if the INN-SURE trunk
     card in the system is working?  
          Check the yellow heartbeat status light on the back of
          the system.
27)  How do you enter and exit the CHAT MODE in the CloseUp
     software?
          After you have made a modem connection and you are
          using the support software, press ALT-C to get into the
          CHAT MODE.  To exit the CHAT MODE, press the escape
          key.
28)  You are calling into an INN-SURE's modem to trouble shoot. 
     It just rings but never picks up the line.  What can be done
     to ensure that the modem answers on the first ring every
     time?
          With the CLOSEUP software go to the DOS prompt enter
          "Customer" to start it running.  Move into SETUP and
          press ENTER.  Verify that you have the correct COM port
          selected (Com 1 for external modems, COM 3 for
          internal).  From the SETUP menu select MODEM
          INITIALIZATION.  When the initialization window comes
          up, enter the command: ATSO=1 &W
29)  What must be done to cause the INN-SURE software to load
     CloseUp CUSTOMER software every time the unit reboots.
          If you want a copy of AUTOEXEC.BAT copy it to


          AUTOEXEC.BAK then copy AUTOEXEC.CUS to AUTOEXEC.BAT. 
          Or you may edit the AUTOEXEC.BAT file to Include the
          command, CUSTOMER just above the INNSURE command.  
30)  During a CloseUp trouble shooting session what are some
     possible reasons for the screen to remain blank on the
     support side or, the screen to respond very slowly.
          The phone line being used could be too noisy or
          Tip and ring need to be reversed.
31)  How do you properly exit from the SUPPORT side of CloseUp?
          Press ALT-S to bring up the SUPPORT menu and then
          select HANG-UP.  Press ESCAPE twice then ENTER to stop
          running SUPPORT.
32)  When attempting to dial into a modem attached to an INN-SURE
     that is not on a direct line (requires a transfer to another
     extension), what must be done in the CloseUp software?
          Select the MANUAL DIALING method and put in a single
          digit, but don't press ENTER yet.  Pick up the phone
          and call the site.  As soon as your call has been
          transferred to the INN-SURE extension, press ENTER. 
          This fools the CloseUp software into thinking it made a
          direct line call.
33)  A brand new INN-SURE system with a 40 Mega Hertz mother
     board is shipped FED-X Economy to the Dealer.  During the
     extended shipping time the battery in the system cannot
     retain the CMOS setup for that length of time.  When the
     Dealer gets the system he turns it on and immediately
     presses DELETE.  He re-establishes the CMOS setup and
     reboots the INN-SURE.  The computer screen now says; "wait"
     and the keyboard and monitor are locked up.  What is wrong
     and how is this situation corrected.
          The default setting for the CACHE memory on the 40 Mega
          Hertz mother board is "enabled".  Since there is no
          CACHE memory the lockup occurs.  The solution is to go
          back in to advance CMOS setup and disable the CASH
          memory.
34)  The SMDR IN cable that plugs into the IDE card has a solid
     red line indicating which side of the connector should be on
     pin #1.  True/False   
          False - It is not a solid red line.  It is a (less
          noticeable) dotted red line and could easily be missed
          if you were not paying close attention.

35)  What are some symptoms you might expect to see if the cable
     from SMDR IN connection to the IDE card were plugged in
     backwards or one pin off?  
          In the upper part of the diagnostic screen you would
          see the call taking place but as the call was hung up
          the OFF HOOK and the CONNECT time columns would
          continue to increment for a second after the call was
          hung up and you would never see call record information
          in the SMDR IN or SMDR OUT fields.  
36)  Does the INN-SURE have any special power requirements?
          No - Just standard compute grade power.
37)  Describe the CO and switch connectors needed to plug into
     the INN-SURE.
          RJX 50 pin male connectors...
38)  If the duration of an Unanswered call has been set be
     modified to zero seconds, and Answered calls have been set
     to be modified to sixty seconds, yet no modification occurs
     on monitored trunks, what could be the problem.


          The trunks have not been correctly associated to the
          INNSURE's ports.
39)  Can the "Scope Mode Monitor" be run on anything less than a
     386 CPU?
          No.
40)  If the installer of an INN-SURE is using a 25 pin cable
     using more than just pins 3 and 7 and raw SMDR will print
     directly to a printer and also be processed by an XL, but
     fails to show up under the diagnostic monitor of the INN-
     SURE, what may be the problem?
          The printer and the XL are satisfying or not
          interfering with the PBX's hardwired handshaking. The
          INN-SURE's IDE card has a low on pin 4.  If the
          installer is trying to use more than just pin 3 (RX)
          and pin 7 (GND) on the INN-SURE's SMDR IN port, RTS
          (pin 4) may be being pulled low, thus not allowing the
          PBX to transmit the SMDR to the INN-SURE.
41)  What will happen if you change the board memory size to
     something other than 8K?
          This parameter is available in the menu screen but
          should not be adjusted unless under the direction of a
          certified technician from TEL electronics.