Training books or manuals

[Ted]

I am in need of books, manuals, etc so that I can learn about phones systems
and PBX for work. I have searched on amazon and find conflicting reviews for
the books.

Since you all are in the industry, how did you learn and can you recommend
any books that I can use.

Thank you,
Ted

[DTC]

Post by Ted
I am in need of books, manuals, etc so that I can learn about phones systems
and PBX for work. I have searched on amazon and find conflicting reviews for
the books.
Since you all are in the industry, how did you learn and can you recommend
any books that I can use.

http://www.tel-programmer.com/private_tech_site.htm

Quoting from their web page

For a one time set up fee of $39.50 you will be able to log in from
customers site, your office or at home and locate the documentation you
need to service, install or program from a huge data base of information
for most telephone systems. You won't find a better deal on the
internet, this is a must for Installers or IT persons in charge of
servicing there (sic) companies telephone systems.

3com
Altingen
Atlas
ATT/Lucent
Bizfon
Comdial
Erricsson
ESI
Fujitsu
IPS
Iwatsu
KCE
Macrotel
Mitel
Norstar
Panasonic
Samsung
Seimens
SW Bell
Sprint
Telrad
TIE/Nitsuko
Toshiba
TransTel
Trillium
Vodavi
Walker

[Rich Piehl]

Post by Ted
I am in need of books, manuals, etc so that I can learn about phones systems
and PBX for work. I have searched on amazon and find conflicting reviews for
the books.
Since you all are in the industry, how did you learn and can you recommend
any books that I can use.
Thank you,
Ted

You should know that trying to learn about phone systems...all phone
systems...would be a Herculean task. Too many sizes, flavors, vintages
and manufacturers out there. You could never be anything close to
proficient on all of them.

Unless your objective is information specifically on how connect or
integrate a piece of hardware or software and make it compatible with
the majority of phone systems my advice would be to concentrate on a
specific phone system, or maybe two. Learn their functionality,
programming, capacities, strengths and weaknesses. Then graduate on to
others.

Take care,
Rich

God bless the USA

[Rich Piehl]

We have an Avaya phone system. I have done work on my home phones before, and some basic stuff in the office while on the phone with the phone people from our corp office such as punch down and moving phones, etc. but before I go to the Avaya class specific to our phone system, I feel that I should know more than I do now. I know some acronyms such as pots, on hook, off hook and a few others, but I also realize that I should probable know more that I do before I take the system specific course.
Sorry, Maybe I should have elaborated more in my original post.
I don't expect to know everything about every phone system. I don't think anyone could do that.

Okay, that makes more sense.

I got my job in the telecom industry because I had done some of the same
things as you and was in a similar position. I quickly learned I didn't
know much of nothin'.

Still you're one up on me because you know you need to learn more to
feel qualified to go for training. I thought I know tons, found out I
didn't, still didn't get the training and was thrown in to the deep and
and told to sink or swim by my employer. I went 10+ years with that
company before finally getting sick of the way they do business and leaving.

Good luck. Which Avaya system is it?

Take care,
Rich

God bless the USA

[DTC]

Post by Rich Piehl

I don't expect to know everything about every phone system. I don't
think anyone could do that.

Okay, that makes more sense.
I got my job in the telecom industry because I had done some of the same
things as you and was in a similar position. I quickly learned I didn't
know much of nothin'.

I did a subcontracting stint for two years about fifteen years ago. Mgr
asked if I had any experience on their brand of phone system...I said
that all digital phones are about the same, soif you understand the
concepts of one you can pick up on another pretty easy. He thought for
second, not expecting that kind of answer, but agreed it was true.

I started out with 1A2 systems and when three pair and four pair
(NEC digital Patrician) started coming out. Trouble shooting model
is the same for everything. For example...

Are you there to install or fix something, create a history!

She says: My phone doesn't work.
I ask: When did it work last?
She says: It worked in my old office space, but I just moved
into this office.
I think: It wasn't "installed", as in not cross-connected, not
programmed, etc.

He says: My phone doesn't work.
I ask: When did it work last?
He says: It was working fine this morning, but I pulled it off
my desk - spilled coffee on it - ran my chair over it, etc...
I think: This is a "fix it" problem, as in I don't have to check
the cross-connect or system programming.

I had to install a new Panasonic system that I never installed before,
and had to set up ringing. I looked in the manual for anything that
appeared like "common audible ringing" (an old 1A2 term), as all
phone systems have a way to program what lines ring which phones.

[Ted]

snip

Post by DTC
Are you there to install or fix something, create a history!

When I was advised that I will be providing local support, we are a satelite
office, we had a Toshiba system that was starting to go down about once a
month. It was replaced about 14 months or so ago with the Avaya. I do not
have anything to fix. I do document everything. I have a map of all the
jacks, a matrix with the Avaya cross connects, cross connects, port numbers,
jack numbers and who the user is at that location. I do recieve support from
the home office, but the idea is for me to take over as much as possible for
programing, etc. I have done punchdowns, setting up new phones and various
maintenance items.

I know that there is a lot more that I can learn than what I already know.

Post by DTC
She says: My phone doesn't work.
I ask: When did it work last?
She says: It worked in my old office space, but I just moved
into this office.
I think: It wasn't "installed", as in not cross-connected, not
programmed, etc.
He says: My phone doesn't work.
I ask: When did it work last?
He says: It was working fine this morning, but I pulled it off
my desk - spilled coffee on it - ran my chair over it, etc...
I think: This is a "fix it" problem, as in I don't have to check
the cross-connect or system programming.

My simular situation from today.

She emailed: my phone doesn't work
Me; walk over, press speaker and dial a call. The phone works.
I email her that I tested her phone and it worked.
She emailed back her handset doesn't work.
I replace handset.
I think: why couldn't she tell me what really is wrong???

[Rich Piehl]

Post by Ted
My simular situation from today.
She emailed: my phone doesn't work
Me; walk over, press speaker and dial a call. The phone works.
I email her that I tested her phone and it worked.
She emailed back her handset doesn't work.
I replace handset.
I think: why couldn't she tell me what really is wrong???

Get used to it. I've had service calls that said 'system not working
right.' Found the clock was wrong. When I asked our dispatcher why we
didn't have a more accurate description of the problem I was told
'that's all they would give us'. Translation "I didn't want to take the
time to ask the questions needed to get a good description of the problem."

In your case she didn't want to take the time to tell you what was
really wrong. Warm up your psychic powers.

Take care,
Rich

God bless the USA

[Ted]

Post by Rich Piehl

Post by Ted
My simular situation from today.
She emailed: my phone doesn't work
Me; walk over, press speaker and dial a call. The phone works.
I email her that I tested her phone and it worked.
She emailed back her handset doesn't work.
I replace handset.
I think: why couldn't she tell me what really is wrong???

Get used to it. I've had service calls that said 'system not working
right.' Found the clock was wrong. When I asked our dispatcher why we
didn't have a more accurate description of the problem I was told 'that's
all they would give us'. Translation "I didn't want to take the time to
ask the questions needed to get a good description of the problem."
In your case she didn't want to take the time to tell you what was really
wrong. Warm up your psychic powers.
Take care,
Rich
God bless the USA
--
That's one of the problems in this country
The nuts don't know they're nuts.
--Jeff Foxworthy

I have had so many similar problems with one person, When she emails me with
a problem, I replay asking for more information. It usually takes her at
least a day to reply it she replies at all. Then, usually, she will email me
cc'ing her boss asking for status. I reply all advising her that I am still
waiting for her answer to a question. This will happen a few times until she
finally answers the question. I will then resolve her situation. She never
learns. Her boss and mine both side with me when I have to deal with her.

[Rich Piehl]

Post by Ted

Post by Rich Piehl

Post by Ted
My simular situation from today.
She emailed: my phone doesn't work
Me; walk over, press speaker and dial a call. The phone works.
I email her that I tested her phone and it worked.
She emailed back her handset doesn't work.
I replace handset.
I think: why couldn't she tell me what really is wrong???

Get used to it. I've had service calls that said 'system not working
right.' Found the clock was wrong. When I asked our dispatcher why we
didn't have a more accurate description of the problem I was told 'that's
all they would give us'. Translation "I didn't want to take the time to
ask the questions needed to get a good description of the problem."
In your case she didn't want to take the time to tell you what was really
wrong. Warm up your psychic powers.
Take care,
Rich
God bless the USA
--
That's one of the problems in this country
The nuts don't know they're nuts.
--Jeff Foxworthy

I have had so many similar problems with one person, When she emails me with
a problem, I replay asking for more information. It usually takes her at
least a day to reply it she replies at all. Then, usually, she will email me
cc'ing her boss asking for status. I reply all advising her that I am still
waiting for her answer to a question. This will happen a few times until she
finally answers the question. I will then resolve her situation. She never
learns. Her boss and mine both side with me when I have to deal with her.

They probably have to deal with her all day on a wide variety of stuff
that gets the same treatment from her.

"I want results now!!! I don't know what I want, but I want results!!!"

Take care,
Rich

God bless the USA

[1787]

We have an Avaya phone system. I have done work on my home phones before,
and some basic stuff in the office while on the phone with the phone
people from our corp office such as punch down and moving phones, etc. but
before I go to the Avaya class specific to our phone system, I feel that I
should know more than I do now. I know some acronyms such as pots, on
hook, off hook and a few others, but I also realize that I should probable
know more that I do before I take the system specific course.
Sorry, Maybe I should have elaborated more in my original post.
I don't expect to know everything about every phone system. I don't think
anyone could do that.

Post by Rich Piehl

Post by Ted
I am in need of books, manuals, etc so that I can learn about phones systems
and PBX for work. I have searched on amazon and find conflicting reviews for
the books.
Since you all are in the industry, how did you learn and can you recommend
any books that I can use.
Thank you,
Ted

You should know that trying to learn about phone systems...all phone
systems...would be a Herculean task. Too many sizes, flavors, vintages
and manufacturers out there. You could never be anything close to
proficient on all of them.
Unless your objective is information specifically on how connect or
integrate a piece of hardware or software and make it compatible with
the majority of phone systems my advice would be to concentrate on a
specific phone system, or maybe two. Learn their functionality,
programming, capacities, strengths and weaknesses. Then graduate on to
others.
Take care,
Rich
God bless the USA
--
That's one of the problems in this country
The nuts don't know they're nuts.
--Jeff Foxworthy

Maybe this is not what you are asking, but I find Harry Newton's "Newton's
Telecom Dictionary" (amazon.com ~$30.00, SB, 1050pp) a continually
fascinating read. It is a dictionary, not a textbook, but every time I pick
it up I learn something. Newton seems to be a bit of a character and
doesn't mind sharing his years of tips or opinions. Well, I like it, and it
got my feet wet. Hope this helps.

Ken

[Carl Navarro]

On Sun, 20 Jan 2008 12:40:01 -0500, "Ted"

Post by Ted
I am in need of books, manuals, etc so that I can learn about phones systems
and PBX for work. I have searched on amazon and find conflicting reviews for
the books.
Since you all are in the industry, how did you learn and can you recommend
any books that I can use.
Thank you,
Ted

A few decades ago, when the Mitel SX-200 phone sysem was introduced,
then the SX-100, 20, 10 and even 5, I got my hands on the manuals and
used to pore over the terms and dial plans and design my own system,
mirroring the telco pbx dial plan of the systems I worked on. I used
to dream of owning and installing my very first PBX. Well, if finally
happened, just not the way I had planned. I had to install a lot of
key and small pbx systems before that first big one. Quite a lot :-)

I guess the thing to do is start with one of the smallest systems in a
company's product line that you're interested in. ie Avaya-Partner,
Nortel-CICS, Panasonic-TA-824, NEC-DSX. Open the manual and study the
features, how to set them what they do, what to dial, etc. See if you
can provision a system for a certain size and expand it. Ask what
size you'd recommend and if the product can grow beyond the box. All
the time you are asking these questions, you also will get a feel for
pricing and economy of scale. I used to do this for generic key
systems back in the day and I still do the for Motel Small Systems to
250 rooms. Two different brands, both sized out the same and the
difference between the models, and he differenc to expand both, the
features gained or lost.

If you've never done this before, expect to spend at least 60 hours
just doing your feature analysis and hardware provisioning. You may
never sell a system or get to install it, but consider it an execise
in sales training. You basically create Teld's telco on paper and do
story problems, and your first customer is your employer, maybe not
the whole system, but your department. When you get to the bottom
line, go through the features and see if you missed something. See if
you want to add something. Then test out your work.

At the same time, go grab an Asterisk trixbox distribution software
and maybe a Panasonic TD-1232 installation and programming manual.
The Panasonic can be both a key system and a PBX, called a Hybrid. It
has features of both and learning it will train you in both
disciplines. Learn the Panasonic for its default dialing plan and
fairly simple set of features. Learn the Trixbox after the Panasonic
for the flexibility and the VoIP training. You'll never sell a Pana
TD, but the features and programming can be applied to the entire
Panasonic family.

Before you ask, it doesn't work on things like Nortel Option 11 and
Avaya Definity, the building blocks are there and you can train your
way into those systems, but learn someting simple and small first.

If you want some specific sources, I imagine you could figure out how
to drop me an email.

Good Luck,

Carl

[DTC]

Post by Carl Navarro
A few decades ago, when the Mitel SX-200 phone sysem was introduced,
then the SX-100, 20, 10 and even 5, I got my hands on the manuals and
used to pore over the terms and dial plans and design my own system,
mirroring the telco pbx dial plan of the systems I worked on. I used
to dream of owning and installing my very first PBX. Well, if finally
happened, just not the way I had planned. I had to install a lot of
key and small pbx systems before that first big one. Quite a lot :-)

My first big sell was a Mitel SX-200 dual cages loaded. I bought my
own SX-100 for the house and had a Tie key system in the house, but
liked my 1A2 better as I could integrate it with more ancillary
devices I built. I used [COMMO} that was a Procom like communications
program and wrote scripts to map toll tables for Panasonic systems.

I remember showing off the features of the Mitel console and had a
manager press a key...the whole place light up, lights went out,
and the building shook. I wondered just what feature I had programmed
in under that key. But it was only a lightning strike on the building.

As Carl well knows, the only way to learn is play with it.