Data & Telecom Miscommunications

Anyone can blog, "we're installing this system today, we're cabling in this town tomorrow, etc...". I thought it would be an interesting change to tell some of my interesting adventures throughout the years installing equipment and providing service on Avaya telephone systems, networking, cabling & IBM mainframes.

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Don’t lose your cool.

I help provide maintenance for a local Avaya Business Partner. This one location, a nearby hotel, which has a Definity SI system, always amuses me. They like to save money and do things on their own on the really cheap side. I’m all for innovation, but sometimes I just wonder where these people come from. I give them recommendations, and they won’t do anything unless something drastic happens. I'm still waiting for them to buy a UPS. They don't seem to mind paying the BP we provide the service for, above and beyond the fees for maintenance, when their system goes down when they get a glitch in power. Happens almost everytime a big storm comes by.

For a long time, I had to work on the Definity system in a very small room. It was always too warm for comfort and certainly not good for equipment. I know the system can operate in a range of conditions, but after a while, heat can lower the life expectancy of components (I know this personally, as I've built my own brand of memory for mainframes long ago - see my qualifications & experience page if you are interested). This room however, had no ventilation and the heat would just build. The customer would prop the door open with a cheap fan. But it was not safe to leave the door open to the public. They got the brilliant idea to put in a vent and had someone drill a hole thru the cement wall to the outside. That did not provide much relief since the hole was only three inches. To make matters worse, the business added a new video center for their tenants, which filled a full-sized rack and was put in the same room. Now, the heat was just too much, so the door had to be left fully open and a larger fan put in the doorway to circulate the air. Then, they had the bright idea that you could direct the heat out their little three inch hole in the wall by using ducts and duct tape and so, on my next visit, I find they’ve taped together an array of vents and four inch tubing, like you use on a dryer, from the back of the rack, which has (4) six inch fans mounted on it. I nearly burst out when I saw the mess of tubes and tape. Proud of their little contraption, I was amused to see they shut the door thinking all was good now.

Well, it wasn’t too good as 2 days later, I get called out, because their phones weren't working, and yep, the tape let loose, which was useless with the fan pressure just blowing hot air out everywhere. The heat just built to where the system could not take it. The large fan was put back in the doorway, but it took an hour to get the room back to a reasonable temp. Thankfully, the system returned to working again. A few days later, the customer had a portable air conditioner installed. Since then, the room temp has been manageable.

GB
12/10/2009

Missed Communication

Often we are involved as a third party assisting or installing a system for others, which usually is handled well but, occasionally there are some interesting moments. This one led to what I call a "screamer". Always fun to handle diplomatically.

The Importance of Pre-Install Meetings.
I had one small IP Office install from a local Avaya Business Partner, whom I've worked with for many years. The install seemed quite basic. I was handed the parts and location along with some very basic details on placement of phones. Assuming I would discuss the particulars at the client site, I brought the IP 500 system into the client's conference room to get input from the manager on how the system will be used. I like to demonstrate usage so clients understand the way the system works. I started to explain some different approaches to having calls ring on phones with call appearances vs lines (they only had 7-8 phones). It took only minutes for the manager of this company to start making me quite uncomfortable. It appears he had lengthy discussions with the sales person on their operation, who did not write down or provide me any verbal communication or notes on the needs of this customer. Quickly, he began shouting and cursing and even told me to leave, since I was not informed on how they wanted the system set up. I was able to calm the situation down explaining that I just was reviewing some of the systems nice capabilities. I also contacted the sales person to come in and explain the client's expectations with me directly.

Unfortunately, the tone was set for the remainder of the install and there would be more ranting. I placed the system (small open rack) in a spot different from the location he wanted. I explained that if I did install the rack where he wanted it, it would be in clear violation of local codes being too close to electrical panels. The job went on longer than usual, as soon another issue was found. The customer was sold 44xx sets for office phones and that the IP500 base (just introduced at the time) DS modules do not support 44xx sets, and an expansion module had to be added. The install was finally completed and the system works very well for them. They are happy with everything except, he still grumbled about the rack placement.

It is important to have pre-install planning meetings, but more important is to share that information with the installer.

GB
12/7/2009

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