Tekelec EAGLE 5 Assembly Instructions

Tekelec EAGLE®5
Integrated Signaling System
Hardware
910-5798-001 Revision C
December 2009
Copyright 2009 Tekelec. All Rights Reserved. Printed in USA.
Legal Information can be accessed from the Main Menu of the optical disc or on the
Tekelec Customer Support web site in the Legal Information folder of the Product Support tab.

Table of Contents
Chapter 1: Introduction.....................................................................11
Overview..................................................................................................................................12
Scope and Audience...............................................................................................................12
Manual Organization and Conventions..............................................................................12
Related Publications...............................................................................................................13
Documentation Availability, Packaging, and Updates.....................................................13
Locate Product Documentation on the Customer Support Site.......................................14
Regulatory Compliance and Certification...........................................................................14
Documentation Admonishments..........................................................................................15
Customer Care Center............................................................................................................16
Problem Report (PR)...................................................................................................18
Emergency Response..................................................................................................19
Hardware Repair and Return................................................................................................19
Repair and Return Shipping Instructions................................................................21
Returning a Crate........................................................................................................22
Chapter 2: System Overview............................................................24
Introduction.............................................................................................................................25
EAGLE 5 ISS.............................................................................................................................25
Maintenance and Administration Subsystem.........................................................26
Communication Subsystem.......................................................................................30
Application Subsystem...............................................................................................34
Timing Systems...........................................................................................................40
Multi-Platform Server (MPS) Systems.................................................................................43
Embedded Operations Applications Processor..................................................................43
OEM Products.........................................................................................................................44
Chapter 3: Hardware Descriptions - EAGLE 5 ISS......................46
Introduction.............................................................................................................................47
EAGLE 5 ISS.............................................................................................................................47
Multi-purpose Server (MPS)..................................................................................................48
Embedded OSS Application Processor (EOAP).................................................................52
Hardware Baselines................................................................................................................54
Frames.......................................................................................................................................54
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Extension Frame..........................................................................................................57
Miscellaneous Frame..................................................................................................61
OAP Frame...................................................................................................................62
Control Frame..............................................................................................................63
Control Shelf................................................................................................................64
Control Shelf Backplanes...........................................................................................65
Extension Shelf............................................................................................................68
Extension Shelf Backplanes.......................................................................................71
Modules....................................................................................................................................71
High Speed IMT Packet Router 2..............................................................................73
High Speed IMT Packet Router.................................................................................78
High-Speed Multiplexer Card...................................................................................81
E5 Maintenance and Administration Subsystem Processor (E5-MASP)
Card.........................................................................................................................83
E5-MDAL.....................................................................................................................90
Maintenance Disk and Alarm Card..........................................................................93
Terminal Disk Module...............................................................................................94
Time Slot Counter Synchronization.........................................................................98
Link Interface Modules..............................................................................................99
High-Capacity Application Processor-Based LIMs.............................................103
Database Communications Module.......................................................................108
Database Service Module.........................................................................................110
Single-Slot EDCM and EDCM-A............................................................................111
Signaling Transport Card.........................................................................................113
General Purpose Service Module...........................................................................113
Measurements Collection and Polling Module....................................................114
IPLIMx with Eight-Point Capability......................................................................114
Translation Service Module.....................................................................................114
High-Capacity Multichannel Interface Module....................................................117
E5-ATM Module........................................................................................................122
E5-E1T1 Module........................................................................................................126
E5-ENET Module......................................................................................................131
E5-IPSM Module.......................................................................................................136
E5-SM4G Module......................................................................................................140
E5-TSM (Translation Services Module).................................................................143
Air Management Card..............................................................................................145
Fan Tray......................................................................................................................146
Fuse and Alarm Panels.........................................................................................................147
Fuses............................................................................................................................148
Fuse and Alarm Panel (P/N 870-2804-01).............................................................149
Fuse and Alarm Panel (P/N 870-1606-xx/870-2320-xx)......................................152
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Provision Rules for FAP Fuse Locations................................................................155
Holdover Clock.....................................................................................................................156
Chapter 4: Hardware Descriptions - OEM-Based Products......161
OEM-Based Product Descriptions......................................................................................162
Extended Services Platform (ESP) Host Servers...............................................................162
OEM-Based Networking Elements.....................................................................................165
Ethernet Hubs............................................................................................................166
Routers........................................................................................................................167
Ethernet Switches......................................................................................................168
OEM-Based Peripheral Elements........................................................................................170
Breaker Panels...........................................................................................................170
Eight-Port Connector Box........................................................................................172
Chapter 5: Site Engineering - EAGLE 5 ISS................................173
Safety and Cautionary Information....................................................................................174
Introduction...........................................................................................................................174
Location..................................................................................................................................174
Space Requirements..................................................................................................174
Lighting......................................................................................................................175
Building Requirements.............................................................................................175
Earthquake Resistance..............................................................................................175
Environmental Requirements.................................................................................175
Heating Ventilation and Air Condition Requirements.......................................176
Floor Loading.............................................................................................................176
Grounding..................................................................................................................176
Power Requirements.................................................................................................178
Populating the System..........................................................................................................179
Link Interface Module (LIM) Requirements.........................................................179
Cards Type Requirements for SCCP Application with Group Ticket
Voucher (TVG).....................................................................................................179
Database Communications Module (DCM) and Double-Slot Enhanced
DCM (EDCM)......................................................................................................180
Cabling DCM, Double-Slot EDCM, and E5-SM4G Cards...................................180
Single-Slot EDCM and EDCM-A............................................................................182
OAP and Embedded OAP.......................................................................................182
Appendix A: Hardware Baselines.................................................183
Baseline Tables.......................................................................................................................184
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EAGLE 5 ISS Release 37.0 Through 40.1............................................................................184
EAGLE 5 ISS Release 41.0 Through 41.1............................................................................195
EAGLE 5 ISS Cable Assemblies and Adapters.................................................................202
Notes.......................................................................................................................................205
Glossary..................................................................................................................207
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List of Figures
Figure 1: European Directives CE Mark..........................................................................................14
Figure 2: Combined UL Mark for the United States and Canada................................................15
Figure 3: Hazardous Substances.......................................................................................................15
Figure 4: EAGLE 5 ISS Functional Diagram....................................................................................25
Figure 5: E5-based Maintenance and Administration Subsystem Block Diagram ...................27
Figure 6: Legacy Maintenance and Administration Subsystem Block Diagram ......................29
Figure 7: Clock Routing......................................................................................................................41
Figure 8: EOAP Hosts in an EAGLE 5 ISS.......................................................................................43
Figure 9: MPS on T1000 AS/EAGLE 5 ISS Overview....................................................................48
Figure 10: Layered Design for MPS and Applications..................................................................50
Figure 11: MPS Hardware Overview...............................................................................................50
Figure 12: EOAP Communication....................................................................................................52
Figure 13: Dual EOAP Host Configuration.....................................................................................53
Figure 14: Frames................................................................................................................................54
Figure 15: Frame End Panel with Lamp Indicators........................................................................55
Figure 16: Control Frame CF-00 Numbering Plan.........................................................................57
Figure 17: Extension Frame EF-00 Numbering Plan......................................................................58
Figure 18: Extension Frame EF-02 Numbering Plan......................................................................58
Figure 19: Extension Frame EF-03 Numbering Plan......................................................................59
Figure 20: Extension Frame EF-04 Numbering Plan......................................................................59
Figure 21: Extension Shelf Backplane ID (P/N 850-0356-03)........................................................60
Figure 22: Extension Shelf Backplane ID (P/N 850-0356-04/06).................................................60
Figure 23: Miscellaneous Frame........................................................................................................61
Figure 24: OAPF Containing Embedded OAP Hosts....................................................................62
Figure 25: Control Shelf Front, with DCM Card............................................................................65
Figure 26: Control Shelf Backplane (P/N 850-0330-03/04)...........................................................66
Figure 27: Control Shelf Backplane (P/N 850-0330-06).................................................................67
Figure 28: Extension Shelf with LIMs..............................................................................................68
Figure 29: Shelves with DCM and LIM Cards in Control Frame.................................................69
Figure 30: Cam-Out/Lock-In Levers on Cards...............................................................................72
Figure 31: HIPR2 Switch Mixed Topology......................................................................................75
Figure 32: HIPR2 Switch Same Topology........................................................................................75
Figure 33: HIPR2 LEDs.......................................................................................................................77
Figure 34: HIPR Switch Topology, Single IMT Bus.......................................................................79
Figure 35: HIPR LEDs.........................................................................................................................80
Figure 36: HMUX Ring Topology.....................................................................................................81
Figure 37: HMUX Side View HMUX...............................................................................................83
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Figure 38: E5-MASP Card..................................................................................................................84
Figure 39: E5-MASP LEDs.................................................................................................................88
Figure 40: E5-MDAL LEDs................................................................................................................91
Figure 41: Maintenance Disk and Alarm Card...............................................................................93
Figure 42: Terminal Disk Module.....................................................................................................95
Figure 43: Link Interface Module (LIM) Main Assembly............................................................101
Figure 44: AATM Applique (T1).....................................................................................................104
Figure 45: E1-ATM Applique..........................................................................................................104
Figure 46: HCAP Main Assembly (P/N 850-0419-xx).................................................................105
Figure 47: Multi-Port Link Interface Module (MPL) (P/N 870-2061-01)..................................106
Figure 48: Database Communications Module.............................................................................109
Figure 49: DSMs with Memory Boards..........................................................................................110
Figure 50: Single-Slot Enhanced Database Communications Module......................................111
Figure 51: Translation Service Module (P/N 870-1289-xx).........................................................115
Figure 52: Translation Service Module (P/N 870-1292-xx).........................................................116
Figure 53: HCMIM Module.............................................................................................................117
Figure 54: Channelized HCMIM Interfaces..................................................................................119
Figure 55: Channel Bridging Schematic.........................................................................................119
Figure 56: E5-ATM............................................................................................................................124
Figure 57: Channelized E5-E1T1 Interfaces...................................................................................127
Figure 58: Channel Bridging Schematic.........................................................................................127
Figure 59: E5-E1T1............................................................................................................................129
Figure 60: E5-ENET...........................................................................................................................133
Figure 61: E5-IPSM............................................................................................................................137
Figure 62: E5-SM4G..........................................................................................................................141
Figure 63: E5-TSM LEDs..................................................................................................................144
Figure 64: Air Management card....................................................................................................145
Figure 65: Fan Tray...........................................................................................................................146
Figure 66: Fuse (GMT Brand Shown).............................................................................................148
Figure 67: Fuse and Alarm Panel - Front View (P/N 870-2804-xx)...........................................149
Figure 68: Fuse and Alarm Panel Rear (P/N870-2804-01)..........................................................151
Figure 69: Fuse and Alarm Panel (P/N 870-1606-xx/870-2320-xx) Front................................153
Figure 70: Fuse and Alarm Panel (P/N 870-1606-xx/870-2320-xx) Rear..................................154
Figure 71: Holdover Clock, Card Location....................................................................................156
Figure 72: Holdover Clock, Frame Connections...........................................................................157
Figure 73: Maintenance Interface System Card Block Diagram.................................................158
Figure 74: MCA-5 Card and Output Protection Matrix..............................................................160
Figure 75: ESP Server Front and Rear Views................................................................................163
Figure 76: 8-Port Connector.............................................................................................................165
Figure 77: Hub Front View..............................................................................................................166
Figure 78: Hub Rear View................................................................................................................166
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Figure 79: Front View Routers........................................................................................................167
Figure 80: Rear View Isolation Router...........................................................................................168
Figure 81: Rear View Dial-in Router..............................................................................................168
Figure 82: Ethernet Switch...............................................................................................................168
Figure 83: Telect Breaker Panel Front View..................................................................................171
Figure 84: Telect Breaker Panel Rear View....................................................................................171
Figure 85: Telect Breaker Panel Alarms.........................................................................................171
Figure 86: Eight Port Breakout Box................................................................................................172
Figure 87: Logic Grounding with FAP (P/N 870-0243-08).........................................................177
Figure 88: Logic Grounding with FAP (P/N 870-1606-xx/870-2320-xx)..................................177
Figure 89: Door Grounding.............................................................................................................178
Figure 90: Database Communications Cabling in System..........................................................181
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List of Tables
Table 1: Admonishments...................................................................................................................16
Table 2: Basic RMA Types..................................................................................................................20
Table 3: RMA Reasons for Return.....................................................................................................20
Table 4: EOAP Frame Fuse Assignment..........................................................................................53
Table 5: Card Specifications...............................................................................................................73
Table 6: HIPR2 Technical Specifications..........................................................................................78
Table 7: HIPR Technical Specifications............................................................................................81
Table 8: HMUX Technical Specifications.........................................................................................83
Table 9: Thermal Alarm Conditions.................................................................................................88
Table 10: E5-MASP Technical Specifications...................................................................................89
Table 11: TDM Technical Specifications..........................................................................................97
Table 12: Hardware Requirements-Maximum Number of Links..............................................100
Table 13: LIM Card Specifications..................................................................................................107
Table 14: DCM and DSM Technical Specifications......................................................................111
Table 15: Channel Bridging E1/T1 Port Pairing...........................................................................120
Table 16: Channelized HCMIM LEDs............................................................................................121
Table 17: HCMIM Technical Specifications...................................................................................122
Table 18: Thermal Alarm Conditions.............................................................................................124
Table 19: E5-ATM Technical Specifications...................................................................................126
Table 20: Channel Bridging E1/T1 Port Pairing...........................................................................128
Table 21: E5-E1T1 LEDs....................................................................................................................130
Table 22: E5-E1T1 Technical Specifications...................................................................................131
Table 23: E5-ENET Supported Protocols.......................................................................................131
Table 24: E5-ENET Capacities.........................................................................................................132
Table 25: Thermal Alarm Conditions.............................................................................................132
Table 26: Interface Cable/Adapter ................................................................................................135
Table 27: E5-ENET Technical Specifications.................................................................................135
Table 28: Thermal Alarm Conditions.............................................................................................137
Table 29: E5-IPSM LEDs...................................................................................................................138
Table 30: E5-IPSM Technical Specifications..................................................................................139
Table 31: Thermal Alarm Conditions.............................................................................................141
Table 32: Front Faceplate LED Indicators......................................................................................141
Table 33: E5-SM4G Technical Specifications.................................................................................142
Table 34: Thermal Alarm Conditions.............................................................................................143
Table 35: E5-TSM Technical Specifications....................................................................................144
Table 36: Fuse Color Codes of Alarm Flags..................................................................................148
Table 37: Fuse and Alarm Panel Front Items (P/N 870-2804-xx)...............................................150
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Table 38: Fuse State and LED condition (P/N870-2804-01)........................................................150
Table 39: Fuse and Alarm Panel Rear Items (P/N870-2804-01).................................................151
Table 40: Fuse and Alarm Panel Specifications (P/N870-2804-01)............................................152
Table 41: Fuse and Alarm Panel Front Items................................................................................153
Table 42: Fuse and Alarm Panel (P/N 870-1606-xx/870-2320-xx) Rear....................................154
Table 43: Fuse and Alarm Panel (P/N 870-1606-xx/870-2320-xx) Specifications....................155
Table 44: System Specifications.......................................................................................................162
Table 45: ESP Server LEDs...............................................................................................................164
Table 46: Hub LEDs..........................................................................................................................166
Table 47: Router Front LEDs............................................................................................................167
Table 48: Router Rear LEDs.............................................................................................................168
Table 49: Ethernet Switch LEDs......................................................................................................169
Table 50: Breaker Panel LEDs..........................................................................................................171
Table 51: Hardware Baseline EAGLE 5 ISS Release 37.0 through 40.1.....................................184
Table 52: Hardware Baseline EAGLE 5 ISS Release 41.0 Through 41.1....................................195
Table 53: E1 Cable Assemblies........................................................................................................202
Table 54: T1 MIM LIM Cable Assemblies......................................................................................203
Table 55: E5-ATM Adapters............................................................................................................203
Table 56: ENET Adapters.................................................................................................................203
Table 57: Fast Copy Adapters..........................................................................................................204
Table 58: Terminal/Printer Cables and Adapters........................................................................204
Table 59: Modem Cables and Adapters.........................................................................................204
Table 60: Tekelec Application Server Site Specific Cables..........................................................204
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Chapter
1
Introduction
Topics:
•Overview.....12
•Scope and Audience.....12
•Manual Organization and Conventions.....12
•Related Publications.....13
•Documentation Availability, Packaging, and
Updates.....13
•Locate Product Documentation on the Customer
Support Site.....14
•Regulatory Compliance and Certification.....14
•Documentation Admonishments.....15
•Customer Care Center.....16
•Hardware Repair and Return.....19
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Overview
This manual provides hardware descriptions for Tekelec signaling systems or components based on
the EAGLE 5 Integrated Signaling System (ISS) for releases 40.0 and later. For hardware descriptions
of earlier releases, contact your sales representative.
This manual provides an overview of each system and its subsystems including details of standard
and optional hardware components. In addition, this manual describes basic site engineering for
signaling products.
Systems included in this manual are:
•EAGLE 5 ISS Signal Transfer Point (STP)
•Embedded Operations Support System Applications Processor (EOAP)
•Multi-Purpose Server(MPS)
For additional information on MPS components that use the Tekelec 1000 Application Server, see the
Tekelec 1000 Application Server Hardware Manual. For information on ELAP application using the
Tekelec 1100 Application Server, see the Tekelec 1100 Application Server Hardware Manual.
Scope and Audience
This manual describes hardware for informational purposes; it does not describe how to install or
replace hardware.
For installation information, refer to the Installation Manual included in your current documentation
suite. For replacement procedures of existing hardware components, refer to the Maintenance Manual
included in your current documentation suite.
For configuration and provisioning, refer to the Database Administration Manual –Features included
in your current documentation suite.
This manual is intended for customers, system planners, and personnel requiring detailed hardware
information.
Manual Organization and Conventions
This Hardware Manual is organized into the following chapters:
•Introduction —Containsgeneral information about manual organization, the scope of this manual,
its targeted audience, brief explanations of the various systems, typical content of a Documentation
Suite delivered with each system, how to handle hardware repairs and returns, and how to get
technical assistance.
•System Overview —Contains a high-level functional overview of the EAGLE 5 ISS. EAGLE 5 ISS
subsystems include Maintenance and Administration, Communication, Application, and Embedded
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Operations Support System Applications Processor (EOAP) elements. Chapter 2 also describes an
overview of OEM-based products.
•Hardware Descriptions - EAGLE 5 ISS —Describes frames, shelves, and cards that make up an
EAGLE 5 ISS.
•Hardware Descriptions - OEM-Based Products —Describes frames, shelves, and the Original Equipment
Manufacturer (OEM) parts that make up a OEM-based product.
•Site Engineering - EAGLE 5 ISS —Describes installation site requirements, including floor plan
requirements, environmental requirements, and power requirements.
•Hardware Baselines —Lists in cross-index tabular form the hardware components that can be
configured for each system software release. The tables are divided into groups of similar systems
for easier use. Use these tables to determine if a specific hardware module or OEM element can be
configured.
The Hardware Manual uses the following conventions:
•Components used only in a specific system are clearly labeled, for example, (EAGLE 5 ISS only).
•Components that are specific to a release are labeled with the system and release number; for
example, (EAGLE 5 ISS 37.0 or earlier).
Related Publications
For information about additional publications that are related to this document, refer to the Related
Publications document. The Related Publications document is published as a part of the Release
Documentation and is also published as a separate document on the Tekelec Customer Support Site.
Documentation Availability, Packaging, and Updates
Tekelec provides documentation with each system and in accordance with contractual agreements.
For General Availability (GA) releases, Tekelec publishes a complete EAGLE 5 ISS documentation set.
For Limited Availability (LA) releases, Tekelec may publish a documentation subset tailored to specific
feature content or hardware requirements. Documentation Bulletins announce a new or updated
release.
The Tekelec EAGLE 5 ISS documentation set is released on an optical disc. This format allows for easy
searches through all parts of the documentation set.
The electronic file of each manual is also available from the Tekelec Customer Support site. This site
allows for 24-hour access to the most up-to-date documentation, including the latest versions of Feature
Notices.
Printed documentation is available for GA releases on request only and with a lead time of six weeks.
The printed documentation set includes pocket guides for commands and alarms. Pocket guides may
also be ordered separately. Exceptions to printed documentation are:
•Hardware or Installation manuals are printed without the linked attachments found in the electronic
version of the manuals.
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•The Release Notice is available only on the Customer Support site.
Note: Customers may print a reasonable number of each manual for their own use.
Documentation is updated when significant changes are made that affect system operation. Updates
resulting from Severity 1 and 2 PRs are made to existing manuals. Other changes are included in the
documentation for the next scheduled release. Updates are made by re-issuing an electronic file to the
customer support site. Customers with printed documentation should contact their Sales Representative
for an addendum. Occasionally, changes are communicated first with a Documentation Bulletin to
provide customers with an advanced notice of the issue until officially released in the documentation.
Documentation Bulletins are posted on the Customer Support site and can be viewed per product and
release.
Locate Product Documentation on the Customer Support Site
Access to Tekelec's Customer Support site is restricted to current Tekelec customers only. This section
describes how to log into the Tekelec Customer Support site and locate a document. Viewing the
document requires Adobe Acrobat Reader, which can be downloaded at www.adobe.com.
1. Log into the Tekelec Customer Support site.
Note: If you have not registered for this new site, click the Register Here link. Have your customer
number available. The response time for registration requests is 24 to 48 hours.
2. Click the Product Support tab.
3. Use the Search field to locate a document by its part number, release number, document name, or
document type. The Search field accepts both full and partial entries.
4. Click a subject folder to browse through a list of related files.
5. To download a file to your location, right-click the file name and select Save Target As.
Regulatory Compliance and Certification
Tekelec products are tested to meet the following regulatory standards:
•Network Equipment Building System (NEBS) level 3 as listed in Telcordia SR-3580.
•Applicable Telcordia Electromagnetic Compatibility and Electrical Safety requirements in
GR-1089-CORE.
•Applicable Physical Protection requirements in GR-63-CORE.
•Relevant directives and harmonized standards in support of the products Compliance European
(CE) mark required in Europe. Figure 1: European Directives CE Mark shows the mark used to indicate
this compliance.
Figure 1: European Directives CE Mark
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•Relevant standards in ElectroMagnetic Compatibility (EMC) directive 89/336/EEC.
•Relevant standards in Safety directive 73/23/EEC, supported by Certified Body (CB) Test Certificates
US/5923/UL or US/5451/UL issued by the National Certification Body as tested to IEC 60950
with national differences for European countries .
•Underwriters Laboratories (UL) listed under UL File E200146 for USA and c-UL for Canada. Figure
2: Combined UL Mark for the United States and Canada shows the mark used to indicate this compliance.
Figure 2: Combined UL Mark for the United States and Canada
•Relevent standards in SJ/T 11363-2006 for limits of certain hazardous substances.
Figure 3: Hazardous Substances
Documentation Admonishments
Admonishments are icons and text throughout this manual that alert the reader to assure personal
safety, to minimize possible service interruptions, and to warn of the potential for equipment damage.
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Table 1: Admonishments
DANGER:
(This icon and text indicate the possibility of personal injury.)
WARNING:
(This icon and text indicate the possibility of equipment damage.)
CAUTION:
(This icon and text indicate the possibility of service interruption.)
Customer Care Center
The Tekelec Customer Care Center is your initial point of contact for all product support needs. A
representative takes your call or email, creates a Customer Service Request (CSR) and directs your
requests to the Tekelec Technical Assistance Center (TAC). Each CSR includes an individual tracking
number. Together with TAC Engineers, the representative will help you resolve your request.
The Customer Care Center is available 24 hours a day, 7 days a week, 365 days a year, and is linked
to TAC Engineers around the globe.
Tekelec TAC Engineers are available to provide solutions to your technical questions and issues 7
days a week, 24 hours a day. After a CSR is issued, the TAC Engineer determines the classification of
the trouble. If a critical problem exists, emergency procedures are initiated. If the problem is not critical,
normal support procedures apply. A primary Technical Engineer is assigned to work on the CSR and
provide a solution to the problem. The CSR is closed when the problem is resolved.
Tekelec Technical Assistance Centers are located around the globe in the following locations:
Tekelec - Global
Email (All Regions): [email protected]
•USA and Canada
Phone:
1-888-FOR-TKLC or 1-888-367-8552 (toll-free, within continental USA and Canada)
1-919-460-2150 (outside continental USA and Canada)
TAC Regional Support Office Hours:
8:00 a.m. through 5:00 p.m. (GMT minus 5 hours), Monday through Friday, excluding holidays
•Central and Latin America (CALA)
Phone:
USA access code [phone], then 1-888-FOR-TKLC or 1-888-367-8552 (toll-free)
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TAC Regional Support Office Hours (except Brazil):
10:00 a.m. through 7:00 p.m. (GMT minus 6 hours), Monday through Friday, excluding holidays
•Argentina
Phone:
0-800-555-5246 (toll-free)
•Brazil
Phone:
0-800-891-4341 (toll-free)
TAC Regional Support Office Hours:
8:30 a.m. through 6:30 p.m. (GMT minus 3 hours), Monday through Friday, excluding holidays
•Chile
Phone:
1230-020-555-5468
•Columbia
Phone:
01-800-912-0537
•Dominican Republic
Phone:
1-888-367-8552
•Mexico
Phone:
001-888-367-8552
•Peru
Phone:
0800-53-087
•Puerto Rico
Phone:
1-888-367-8552 (1-888-FOR-TKLC)
•Venezuela
Phone:
0800-176-6497
•Europe, Middle East, and Africa
Regional Office Hours:
8:30 a.m. through 5:00 p.m. (GMT), Monday through Friday, excluding holidays
•Signaling
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Phone:
[phone] (within UK)
•Software Solutions
Phone:
[phone]
•Asia
•India
Phone:
[phone] or [phone]
TAC Regional Support Office Hours:
10:00 a.m. through 7:00 p.m. (GMT plus 5 1/2 hours), Monday through Saturday, excluding
holidays
•Singapore
Phone:
[phone]
TAC Regional Support Office Hours:
9:00 a.m. through 6:00 p.m. (GMT plus 8 hours), Monday through Friday, excluding holidays
Problem Report (PR)
The assigned Technical Support engineer opens a problem report (PR) using problem criteria as defined
in “TL-9000 Quality System Metrics (Book Two, Release 3.0”and the following sections.
Critical
Critical problems severely affect service, capacity/traffic, billing, and maintenance capabilities and
requires immediate corrective action, regardless of time of day or day of the week, as viewed by a
customer upon discussion with the supplier. For example:
•A loss of service that is comparable to the total loss of effective functional capacity of an entire
switching or transport system.
•A reduction in capacity or traffic handling capacity such that expected loads cannot be handled.
•Any loss of safety or emergency capability (for example, 911 calls).
Major
Major problems cause conditions that seriously affect system operations, maintenance, and
administration, etc., and require immediate attention as viewed by the customer upon discussion with
the supplier. The urgency is less than in a critical situations because of a lesser immediate or impending
effect on system performance, customer, and the customer’s operation and review. For example:
•Reduction in any capacity/traffic measurement function
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•Any loss of functional visibility and/or diagnostic capability
•Short outage equivalent to system or subsystem outages, with accumulated duration of greater
than two minutes in any 24-hour period, or that continue to repeat during longer periods
•Repeated degradation of DS1 or higher rate spans or connections
•Prevention of access for routine administrative activity
•Degradation of access for maintenance or recovery operations
•Degradation of the system’s ability to provide any required critical or major trouble notification
•Any significant increase in product related customer trouble reports
•Billing error rates that exceed specifications
•Corruption of system or billing databases
Minor
Other problems that a customer does not view as critical or major are considered minor. Minor problems
do not significantly impair the functioning of the system and do not significantly affect service to
customers. These problems are tolerable during system use.
Engineering complaints are classified as minor unless otherwise negotiated between the customer and
supplier.
Emergency Response
In the event of a critical service situation, emergency response is offered by the Tekelec Customer Care
Center 24 hours a day, 7 days a week. The emergency response provides immediate coverage, automatic
escalation, and other features to ensure that the critical situation is resolved as rapidly as possible.
A critical situation is defined as a problem with an EAGLE 5 ISS that severely affects service, traffic,
or maintenance capabilities, and requires immediate corrective action. Critical problems affect service
and/or system operation resulting in:
•A total system failure that results in loss of all transaction processing capability
•Significant reduction in system capacity or traffic handling capability
•Loss of the system’s ability to perform automatic system reconfiguration
•Inability to restart a processor or the system
•Corruption of system databases that requires service affecting corrective actions
•Loss of access for maintenance or recovery operations
•Loss of the system ability to provide any required critical or major trouble notification
Any other problem severely affecting service, capacity/traffic, billing, and maintenance capabilities
may be defined as critical by prior discussion and agreement with the Tekelec Customer Care Center.
Hardware Repair and Return
Any system components being returned for repair or replacement must be processed through the
Tekelec Return Material Authorization (RMA) procedures. A hardware repair is defined as an item
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returned to Tekelec due to a failure, with the returned item being repaired and returned to the customer.
It is essential that serial numbers are recorded correctly. RMAs cannot be created without a valid serial
number. All repair and quality information is tracked by serial number. Table 2: Basic RMA Types lists
the basic RMA types.
Table 2: Basic RMA Types
TurnaroundDescriptionReplacement Type
Same Day
Shipment
Customer requests the URGENT replacement of a damaged
product
Priority Advance
Replacement
Shipment Within 3
Business Days
Customer request the replacement of a damaged product
Advance
Replacement
Shipment Within 5
Days After Receipt
Customer will return a damaged product for repairRepair / Return
Depends on
Urgency -A damaged part, such as a cable, is replaced, but the
Customer does not return the damaged product
Expendable Shipment Within 3
Business Days
Table 3: RMA Reasons for Return lists the RMA return reasons.
Table 3: RMA Reasons for Return
DescriptionReason for Return
Product damaged by environmental phenomena such as water
damage or earthquake
Damaged by Environment
Damaged between shipment from Tekelec and receipt at the
Customer’s installation site.
Damaged in Shipment
Product is not functional when it is first installed at the
Customer’s location.
DOA –Dead on Arrival
Products returned from lab sites.Lab Return
Defect to be captured by Quality or Engineering (not Product
Recall).
Product Capture
Anything wrong with the part that doesn’t fall into another
category.
Product Deficiency
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