Avaya 585-215-871 User Manual

Avaya™ Call Management System (CMS)

Sun® Ultra™ 5 Computer Hardware Installation, Maintenance, and Troubleshooting

585-215-871

February 2003

Compas ID 79853

Issue 3.3

Notice

Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change.

Preventing Toll Fraud

“Toll fraud” is the unauthorized use of your telecommunications system by an unaut horized pa rty (for exam ple, a person who is not a corporate employee, agent, subcontractor, or working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya Fraud Intervention

If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional suppo rt telep ho ne num bers, see the Avaya Web site:

http://www.avaya.com

Select Support, then select Escalation Lists. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation

List. Providing Telecommunications Security

Telecommunications security (of voice, data, and/or video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicio us access to or use of) your company's telecommunications equ ipm ent by some part y.

Your company's “telecommunications equipment” includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, “networked equipment”).

An “outside party” is anyone who is not a corporate employee, agent, subcontractor, or working on your company's behalf. Whereas, a “malicious party” is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.

Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packetbased) equipment or interfaces for reasons of:

• Utilization (of capabilities special to the accessed equipment)

• Theft (such as, of intellectual property, financial assets, or toll-facility access)

• Eavesdropping (priv acy invasi ons to humans)

• Mischief (troubling, but apparently innocuous, tampering)

• Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent)

Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including but not limited to, human/data privacy, intellectual property, material assets, financial resources, labor costs, and/or legal costs).

Your Responsibility for Your Company’s Telecommunications Security

The final responsibility for securing both this system and its networked equipment rests with you - an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to:

• Installation documents

• System administration documents

• Security documents

• Hardware-/software-based security tools

• Shared information between you and your peers

• Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure:

• your Avaya-provided telecommunications systems and their interfaces

• your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces

• any other equipment networked to your Avaya products.

Trademarks

AUDIX and C entreVu are registered trademarks of Avaya Inc. Avaya and INTUITY are trademarks of Avaya, Inc. CentreCOM is a registered trademark of Allied Telesis. Comsphere is a registered trademark of Paradyne Inc. Enterprise, Sun, Solaris, SunVTS, and Netwo rk Terminal Server are

trademarks or registered trademarks of Sun Microsystems, Inc. Micro Annex is a registered trademark of Nortel Networks, Inc. Paradyne is a trademark of Paradyne Inc. Phillips is a registered trademark of the Phillips Screw Company. Sportster and U.S. Robotics are registered trademarks of U.S. Robotics,

Inc. UNIX is a registered trademark in the United States and other countries,

licensed exclusively through X/Open Company Limited. All other product names mentioned herein are the trademarks of their

respective owners.

Avaya Support

Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site:

http://www.avaya.com

List. Acknowledgment

This document was written by the CRM Information Development group.

Avaya Call Management System

Sun Ultra 5 Computer

Hardware Installation, Maintenance, and Troubleshooting

Contents 3

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Related documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

CMS software documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Upgrade documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Hardware documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Switch documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Administration docum ents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Other documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Documentation Web sites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Frequently asked questions (FAQs) . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Customer support for the United States. . . . . . . . . . . . . . . . . . . . . . . . . 20

Technician support for the United States . . . . . . . . . . . . . . . . . . . . . . . . 20

Customer and technician support outside the United States . . . . . . . . . . . . . . . 20

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Preparing for installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Safety precautions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

System precautions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Require d tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Electrical specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Physical specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Environmental specifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Miscellaneous sp ec ifi ca tio ns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Unpacking and inventorying the equipment . . . . . . . . . . . . . . . . . . . . . . . 27

Parts list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Determining the computer model. . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Physical labeling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Issue 3.3 February 2003 3

Contents

Setting up power . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Peripheral connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Parts list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Connecting the monitor and keyboard . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Connecting the remote console modem . . . . . . . . . . . . . . . . . . . . . . . . . 38

Connecting to external interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Turning the system on and verifying POST . . . . . . . . . . . . . . . . . . . . . . . 46

Identifying installed PCI cards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Setting the remote console modem options . . . . . . . . . . . . . . . . . . . . . . . 50

Turning the system over for provisioning. . . . . . . . . . . . . . . . . . . . . . . . . 57

Software check. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Computer layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Rear Panel (with SunSwift® card). . . . . . . . . . . . . . . . . . . . . . . . . . 31

Rear Panel (with UltraSCSI card) . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Connecting the switch link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Connecting the serial port expander box . . . . . . . . . . . . . . . . . . . . . . . . 40

Connecting external SCSI devices. . . . . . . . . . . . . . . . . . . . . . . . . . . 41

SunSwift connections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

UltraSCSI connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Sportster 33.6 faxmodem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Paradyne Comsphere 3910 modem . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Recommended options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Option buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Setting the options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Computer layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Front Panel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Rear Panel (with SunSwift card) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Rear Panel (with UltraSCSI card) . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

ESD precautions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Maintaining PCI cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Require d references . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Identifying free card slots . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

PCI card configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Installing or removing PCI cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Replacing an UltraSCSI card with a SunSwift card . . . . . . . . . . . . . . . . . . . 68

Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

SAI/P cards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Identifying device entry names for ports on an SAI/P card . . . . . . . . . . . . . . 71

Adding, moving, or removing an SAI/P card . . . . . . . . . . . . . . . . . . . . . 71

Removing SAI/P drivers and utilities. . . . . . . . . . . . . . . . . . . . . . . . . 75

Installing HSI/P cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

4 Avaya CMS Sun Ultra 5 Computer Hardware Installation, Maintenance, and Troubleshooting

Replacing an HSI/P card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Installing the first HSI/P card or a pair of HSI/P cards . . . . . . . . . . . . . . . . . 78

Installing HSI/P software and patches . . . . . . . . . . . . . . . . . . . . . . . . 79

Setting up the switch link for each ACD . . . . . . . . . . . . . . . . . . . . . . . 80

Adding a second HSI/P card . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Maintaining disk drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Disk drive compatibility with CMS loads . . . . . . . . . . . . . . . . . . . . . . . . 83

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Require d references . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Replacing the primary internal EIDE boot disk drive . . . . . . . . . . . . . . . . . . . 85

Opening the computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Removing the primary internal boot disk drive . . . . . . . . . . . . . . . . . . . . 87

Install ing the new primary internal disk drive . . . . . . . . . . . . . . . . . . . . . 89

Closing the computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Turning on the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Adding or replacing the internal EIDE data disk drive . . . . . . . . . . . . . . . . . . 93

Unpacking the disk drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Opening the computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Removing the secondary internal disk drive . . . . . . . . . . . . . . . . . . . . . 96

Removing the diskette drive. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Installing new cabling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Installing the secondary disk drive . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Closing the computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Turning on the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Adding or replacing external SCSI disk drives . . . . . . . . . . . . . . . . . . . . . 102

Adding or replacing a disk drive . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Turning on the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Setting up the disk drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Partitioning disk drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

R3V9 and later . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

R3V8 and earlier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Disk partition values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Partitioning and formattin g a disk . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Administering data disk drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Administering new data disks, R3V9 and later . . . . . . . . . . . . . . . . . . . . 121

Administering replacement data disks, R3V9 and later . . . . . . . . . . . . . . . . 122

Administering a new data disk, R3V8 and earlier . . . . . . . . . . . . . . . . . . . 122

Administering a replacement data disk, R3V8 and earlier . . . . . . . . . . . . . . . 126

Replacing the CD-ROM drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Opening the computer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Removing and replacing the CD-ROM drive . . . . . . . . . . . . . . . . . . . . . . 132

Closing the computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Turning on the system. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Maintaining tape drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Require d references . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Ordering tapes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Cleaning the tape drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Contents

Issue 3.3 February 2003 5

Contents

DDS4 tape drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

SLR5 tape drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

XL/XS/DX tape drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Adding, removing, or replacing tape drives . . . . . . . . . . . . . . . . . . . . . . . 138

Adding or replacing a tape drive. . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Removing a tape drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Adding memory and replacing the CPU . . . . . . . . . . . . . . . . . . . . . . . . . 147

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Installing memory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Checking the current memory size . . . . . . . . . . . . . . . . . . . . . . . . . 147

Opening the computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Adding the DIMMs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Closing the computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Checking the new memory size . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Adding swap space (R3V6 or earlier only) . . . . . . . . . . . . . . . . . . . . . . 152

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Using the remote console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Redirecting the console using Solaris . . . . . . . . . . . . . . . . . . . . . . . . . 154

Redirecting the local console to the remote console . . . . . . . . . . . . . . . . . 154

Redirecting the remote console back to the local console. . . . . . . . . . . . . . . 156

Redirecting the console using OpenBoot mode . . . . . . . . . . . . . . . . . . . . . 157

Redirecting the local console to the remote console . . . . . . . . . . . . . . . . . 157

Redirecting the remote console back to the local console. . . . . . . . . . . . . . . 158

Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Using the prtdiag command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

System messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

OpenBoot PROM firmware tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Using the OpenBoot PROM tests . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Test descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Probing IDE devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Probing SCSI devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

OpenBoot diagnostic tests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

POST diagnostic messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Memory failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

OpenBoot initialization commands . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Diagnosing LED patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Keyboard LED patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Tape drive LED status patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Sun Validation Test Suite (VTS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Using SunVTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Troubleshooting disk drives and CD-ROM drives. . . . . . . . . . . . . . . . . . . . . 177

Troubleshooting tape drives. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

6 Avaya CMS Sun Ultra 5 Computer Hardware Installation, Maintenance, and Troubleshooting

Checking tape status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Rebuilding tape device drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Recovery procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182

Preserving data after a system failure . . . . . . . . . . . . . . . . . . . . . . . . . 182

Loss of power. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182

Keyboard becomes unplugged. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Probe command warnings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Reseating HSI/P cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Remote console port problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Appendix A: Factory hardware installation . . . . . . . . . . . . . . . . . . . . . . . 189

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Preparing for factory hardware installation . . . . . . . . . . . . . . . . . . . . . . . . 190

Computer layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

Rear Panel (with SunSwift card). . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Rear Panel (with UltraSCSI card) . . . . . . . . . . . . . . . . . . . . . . . . . . 191

ESD precautions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Installing an optional second internal hard drive . . . . . . . . . . . . . . . . . . . . . 193

Unpacking the disk drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Opening the computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Removing the secondary internal disk drive . . . . . . . . . . . . . . . . . . . . . 196

Removing the diskette drive. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

Installing new cabling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Installing the secondary disk drive . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Closing the computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Installing memory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Opening the computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Adding the memory modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Closing the computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Installing PCI cards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

PCI card configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Installing PCI cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Contents

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Issue 3.3 February 2003 7

Contents

8 Avaya CMS Sun Ultra 5 Computer Hardware Installation, Maintenance, and Troubleshooting

Preface

Overview

Avaya™ Call Management System (CMS) Sun® Ultra™ 5 Computer Hardware Installation, Main tenance, and Troubleshooting, 585-215-871, is written for technicians

who install and maintain call center applications such as Avaya CMS.

Reasons for reissue

Issue 3.3 of this document was issued for the following changes:

● To add partitioning information for the 36-GB external SCSI disk drive (see Partitioning

disk drives on pag e 111).

● To update the tape ordering procedures (see Ordering tapes on page 135).

● To make general word ing and format corrections to the document.

Issue 3.2 of this document was issued for the following changes:

● To update the disk drive maintenance procedures, including new disk partitioning for

CMS R3V11 (see Maintaining disk drives

● To make general word ing and format corrections to the document.

on page 83).

Issue 3.1 of this document was issued for the following changes:

● To add partitioning information for a new 4-GB EIDE disk drive (see Disk partition

values, R3V8 and earlier data disks on page 115).

● To remove information about installing network hubs and Network Terminal Servers

(NTS). This information is now contained in Avaya CMS Terminals, Printers, and Modems, 585-215-874.

● To remove references to the product name CentreVu

● To make general wording corrections to the document.

Issue 3.3 February 2003 9

Preface

Issue 3.0 of this document was issued for the following changes:

● To update the disk drive maintenance procedures for CMS R3V9 (see Maintaining disk

drives on page 83).

● To add information about the 18-GB external SCSI disk drive (see Disk partition

values on page 1 11).

● To make general wording corrections to the document.

Issue 2.2 of this document was issued for the following changes:

● To change references from Lucent Technologies to Avaya.

● To add information about the 20-GB disk drive (see Overview on page 19, Determining

the computer model on page 29, and Disk partition values on page 111).

● To add information about disk configurations (see Overview on page 19).

● To add information about the 400 MHz CPU (see Determining the computer model on

page 29).

● To add information about the new autosensing power supply (see Setting up power on

page 33).

● To update the HSI card installation procedures (see Installing HSI/P cards on page 77).

● To update the disk drive maintenance procedures (see Maintaining disk drives on

page 83).

● To update the remote console procedure (see Using the remote console on page 154).

● To add information about system messages (see System messages on page 163).

● To add tape drive LED status patterns (see Tape drive LED status patterns on

page 174).

● To remove information about specific UPS models. A UPS is still required, but must be

provided locally.

● To make the organization of this book consistent with other Sun hardware installation

books.

● To make general wording corrections to the document.

Issue 2.1 of this document was issued for the following changes:

● To add information about the new Digital Data S tor age (DDS) model DDS4, 4-milli meter

tape drive. This tape drive replaces the SLR5 Quarter-Inch-Cartridge (QIC) tape drive.

● To move hardware maintenance and troubleshooting inf or mation t o this do cument. This

information was previously found in CentreVu Call Management System R3V8 Hardware Maintenance and Troubleshooting, 585-215-873.

● To make general wording corrections to the document.

10 Avaya CMS Sun Ultra 5 Computer Hardware Installation, Maintenance, and Troubleshooting

Organization

This document is organized as follows:

● Introduction – Provides an overview of the Ultra 5 computer and helpline informati on.

● Installation – Describes how to assemble the Ultra 5 computer, connect external

devices, and power-up the computer.

● Maintenance – Describes how to maintain the Ultra 5 computer.

● Troubleshooting – Describes how to troubleshoot the Ultra 5 computer.

● Factory hardware installation – Describes how to config ure the Ultra 5 to factory

specifications.

● Glossary

● Index

Organization

Issue 3.3 February 2003 11

Preface

Use the following web sites to view related support documentation:

● Information about Avaya products and service

Documentation Web sites

http://www.avaya.com

● Sun hardware documentation

http://docs.sun.com

● Okidata printer documentation

http://www.okidata.com

● Informix documentation

http://www.informix.com

● Tivoli Storage Manager documentation

http://tivoli.com

Issue 3.3 February 2003 17

Preface

18 Avaya CMS Sun Ultra 5 Computer Hardware Installation, Maintenance, and Troubleshooting

Introduction

Overview

The Sun Ultra 5 computer provides a hardware platform that supports call center sof tware applications, and is designed to do the following:

● Increase performance with the SPARC-V9 64-bit RISC architecture (includes a 400

MHz clock and a 256 KB internal cache in the current model; older models have different clock speeds).

● Enhance system availability by using error-correcting memory. This memory protects

the system and data from single-bit sof t errors that can occur.

● Provide expandable performance and capabilities with a balanced architecture (all

elements of the system, CPU, memory, I/O, and graphics work at full speed).

● Include a minimum internal disk storage spac e of 20 GB.

— A 20-GB EIDE primary disk drive is the current standard on Ultra 5 computers

delivered from the factory. Newer models may have larger primary disk drives. Older models may have an 8.3-GB or a 4.3-GB primary disk drive .

— An optional 20-GB EIDE secondary disk drive may be ordered. This driv e can be

added as the primary or secondary inter nal disk drive for older model s of t he Ultr a 5 to increase disk capacity. Older models may have a 9.1-GB secondary disk drive.

● Accommodate up to four external small computer system interface (SCSI) disk drives

and two SCSI tape drives.

● Allow for cost-effect ive upgrades to disk storage and memory.

Issue 3.3 February 2003 19

Introduction

Support

If you need assistance with a problem, use the support information and help lines presented below.

Frequently asked questions (FAQs)

For solutions to common problems, customers and Avaya technicians can access technical support FAQs at:

http://www.avaya.com

Select Support > Call Center/CRM and select the pro duct for which you need support. Please check this information before you call in a trouble ticket. Doing so could save you time and money.

Customer support for the United States

Customers can report problems and generate trouble tickets by calling: 1-800-242-2121 The customer is prompted to identify the type of problem (that is, Automatic Call

Distribution, hardware, or Avaya CMS) and is then connected to the appropriate service organization.

Technician support for the United States

Avaya technicians can receive help by calling: 1-800-248-1234

Customer and technician support outside the United States

For customer and technician support outside the United States, see the Avaya Web site:

http://www.avaya.com

Select Support > Escalation Lists US and International. For escalation telephone numbers outside the United States, select Global Escalation List.

20 Avaya CMS Sun Ultra 5 Computer Hardware Installation, Maintenance, and Troubleshooting

Installation

Overview

This chapter describes how to install the Ultra 5 computer and related peripheral equipment. Use the following table to check off each required procedure after completion.

Procedure Completed

Preparing for installation Unpacking and inventorying the equipment Setting up power Peripheral connectivity Connecting the monitor and keyboard Connecting the remote console modem Connecting to external interfaces

— Connecting the switch link — Connecting the serial port expander box — Connecting external SCSI devices

Turning t Identifying installed Setting the remote console modem options Turning the system over for provisioning

he system on and verifying POSTon page 46

on page 33

on page 22

on page 34

on page 37

on page 38

on page 39

on page 41

PCI cards on page 49

on page 57

on page 27

on page 40

on page 50

Issue 3.3 February 2003 21

Installation

Preparing for installation

This section contains information that will help you prepare for the Ultra 5 computer installation.

Safety precautions

For your protection, observe the following safety precautions when setting up your equipment:

● Follow all cautions, warnings, and instructions that are marked on the equipment.

● Never push objects of any kind throu gh openings in the equipment. They could touch

dangerous voltage points or short out components that could result in fire or electric shock.

● Refer servicing of equipment to qualified personnel.

● To protect both yourself and the equipment, observe the following precautions.

Item Problem Precaution

Wrist or foot strap

ESD Wear a conductive wrist str ap or foot

strap when handling printed circuit boards.

Cover panels

Board slot filler panels

System damage and overheating

Reinstall all cabinet cover panels after you perform any service work on the system.

Make sure that a filler panel is installed on all empty board slots.

22 Avaya CMS Sun Ultra 5 Computer Hardware Installation, Maintenance, and Troubleshooting

System precautions

Ensure that the voltage and frequency of the power outlet used matches the electrical rating labels on the equipment.

Wear antistatic wrist straps when handling any magnetic storage devices, and printed circuit boards.

The Ultra 5 computer uses nominal input voltages of 100-240 V AC at 50-60 Hz. The Ultra 5 should be powered by a non-switched, dedicated, 15-amp circuit. Sun products are designed to work with single-phase power systems having a grounded neutral conductor under safety precautions. To reduce the risk of electrical shock, do not plug Sun products into another type of power so urce. Cont act your f aci lit ies manager or q uali fied elec tr ician if you are unsure what type of power is supplied to your building.

A UPS provides a temporary electrical supply to a computer for several minutes, depending on the number of components connected to the UPS. For a CMS computer, a 2KVA minimum UPS is required for all installations. See your UPS documentation to determine the projected amount of backup battery ti me fo r your model. If the system is without power for longer than the backup time, the system may shut down improperly, and the customer could lose data.

Preparing for installation

Each of the following items requires a separate power cord:

● Ultra 5 computer

● External peripherals

● Monitor

WARNING:

WARNING: DO NOT make mechanical or electrical modifications to the computer. Sun

Microsystems is not responsible for regulatory compliance of modified computers.

Required tools

You need the following tools to do the installation:

● Phillips

● Needle-nose pliers

● ESD grounding wrist strap

● Antistatic mat

#2 screwdriver

Issue 3.3 February 2003 23

Installation

Note:

Electrical specifications

Note: For power integrity, an Uninterruptible Power Supp ly (UPS) is re commended

for all installa tions.

Parameter Value

Input current

- Voltage range

100-240 V AC, autosensing (newer systems) 100 to 125 or 200 to 240 V AC, switch selectable (older systems)

- Current, frequency range

- Current, maximum (120 V) Input power rating (total

50-60 Hz 6A@120 V

200 W

continuous power) Volt-ampere rating 300 VA BTU rating 967 BTU Wall plug type

- United States

- Non-United States

NEMA 5-15P Power cords must be obtained locally

CPU plug type IEC 320

24 Avaya CMS Sun Ultra 5 Computer Hardware Installation, Maintenance, and Troubleshooting

Physical specifications

Parameter English value Metric value

Height 4.4 inches 11.2 centimeters Width 17.1 inches 43.6 centimeters Depth 16.9 inches 43.0 centimeters Weight 40 pounds 18 kilograms Power cord 6.0 feet 1.8 meters

Environmental specificati ons

Preparing for installation

For the most reliable system operation:

● The room must have sufficient air conditioning capacity to support the cooling needs of

the entire system.

● The air conditioning system must have controls that preven t excessive temperature

changes.

Follow the guidelines in the table below for temperature, humidity, and altitude limits for units in operation and for uni ts that are not in operation (t hat is, unit s that ar e in transi t or in storage).

Parameter Operating Nonoperating

Temperature 41°F to 95°F (5°C to 35°C) -4°F to 140°F (-20°C to 60°C) Humidity

(max)

Altitude (max) 10,000 feet (3 kilometers) 40,000 feet (12 kilometers)

20% to 80% RH noncondensing

27°C max wb

93% RH

Issue 3.3 February 2003 25

Installation

Miscellaneous specifications

Parameter Value

Operating acoustic noise 5.2 decibels Idling acoustic noise 5.1 decibels Declared noise emissions in accordance with ISO 9296, measured

at 23°C. Safety UL 1950, CSA C22.2 No. 950,

RFI/EMI FCC Class B, DOC Class B, VCCI

TUV EN 60950, CB Scheme with Nordic deviations, EMKO-TSE (74-SEC) 203, ZH1/618

Class 2, EN 5502 Class B,

EN 61000-3-2 Immunity EN 50082-1 X-ray DHHS 21 Subchapter J; PTB

German X-ray Decree Power Management Energy Star Compliant

26 Avaya CMS Sun Ultra 5 Computer Hardware Installation, Maintenance, and Troubleshooting

Unpacking and inventorying the equipment

Note:

Unpacking and inventorying the equipment

WARNING:

WARNING: Never move the computer when the power is on. Excessive movement can

cause catastrophic disk drive failure. Always power the system OFF before moving the computer.

WARNING:

WARNING: Always wear an electrostatic dischar ge (ESD) strap when handling internal

components.

Note: Always have up-to-date system backup s before turning the computer of f and

moving the computer.

Unpack the computer and associated peripher al equipment. Compare the contents of the carton to the shipping inventory list to verify that all equipment was delivered.

Inspect all shipping cartons for evidence of physical damage. If a shipping carton is damaged, request that the carrier repres entative be present before the carton is opened.

In the United S tates, contact the Services Support Organization (SSO) if any computer parts are defective on arrival. Contact Avaya customer service if any computer parts are missing.

Outside of the United States, contact your Avaya representative or di stributor if any computer parts are missing or defective.

Issue 3.3 February 2003 27

Installation

Parts list

Verify that you have the following component s of the Ultra 5 computer:

● Ultra 5 unit (including installed cards) and power cord

● Monitor and power cord

● Monitor cable

● Keyboard and cable

● Mouse and cable

● DDS4, 4-millimeter cartridge tapes (older systems will have QIC tapes)

— One blank tape for backups — One tape that contains the factory configuration CMSADM filesystem backup — One tape drive cleaning cartridge

In addition, other external components, disk drives and tape drives, may be part of the order. V erify that all expected parts have been delivered.

28 Avaya CMS Sun Ultra 5 Computer Hardware Installation, Maintenance, and Troubleshooting

Determining the computer model

This book is written for several different models of the Ultra 5 computer. The differences between the models are few. This section describes how you can tell what model you have.

Features

Each of the different models have distinctive features that will also assist you in determining what model you have.

● Series 1

— 270 MHz CPU — 4.2-GB internal boot disk (4500 RPM) — 24X CD-ROM — 8-bit graphics

Unpacking and inventorying the equipment

● Series 2

— 270 MHz CPU — 4.2-GB internal boot disk (5400 RPM) — 32X CD-ROM — 24-bit graphics

● Series 3

— 360 MHz CPU — 8.4-GB internal boot disk — 32X CD-ROM — 24-bit graphics — 50ns RAM — DDS4 external tape drive on newer models — autosensing power supply on newer models

● Series 3, Model 400

— 400 MHz CPU — 20-GB internal boot disk — DDS4 external tape drive on all models — autosensing power supply on all models

Issue 3.3 February 2003 29

Installation

Physical labeling

Near the left-front corner of the computer, there is a label that has the seria l number and other markings from the Sun factory. The models are marked as such:

● Series 1 – No special marking, just a serial number

● Series 2 – PGX24, plus the serial number

● Series 3 – Series 3, plus the serial number

● Series 3, Model 400 – BCD, Series 3, plus the serial number

Software check

Once the computer is operational, you can l og in as root and ent er the fol lo wing command to identify the computer model:

prtconf -vp | grep SUNW,3

● Series 1 – model: SUNW,3.11

● Series 2 – model: SUNW,3.15

● Series 3 – model: SUNW,3.19

● Series 3, Model 400 – model: SUNW,3.25

30 Avaya CMS Sun Ultra 5 Computer Hardware Installation, Maintenance, and Troubleshooting

+ 184 hidden pages

Avaya 585-215-871 User Manual

Avaya Call Management System

Sun Ultra 5 Computer

Hardware Installation, Maintenance, and Troubleshooting

Contents

Preface

Overview

Reasons for reissue

Organization

Related documents

CMS software docu ments

Upgrade docume nts

Hardware documents

Switch documents

Administration doc ume nts

Other documents

Documentation Web sites

Introduction

Overview

Support

Frequently asked questions (FAQs)

Customer support for the United States

Technician support for the United States

Customer and technician support outside the United States

Installation

Overview

Preparing for installation

Safety precautions

System precautions

Required tools

Electrical specifications

Physical specifications

Environmental specificati ons

Miscellaneous specifications

Unpacking and inventorying the equipment

Parts list

Determining the computer model

Features

Physical labeling

Software check