Nortel CallPilot, CallPilot 1002rp User Manual

Download

Page 1

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701

Page 2

Document status: Standard Document version: 01.02 Document date: 4 April 2007

Sourced in Canada The information in this document is subject to change without notice. The statements, conﬁgurations, technical

data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products speciﬁed in this document. The information in this document is proprietary to Nortel Networks.

The process of transmitting data and call messaging between the CallPilot server and the switch or system is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless speciﬁcally authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

Trademarks

*Nortel Networks, the Nortel Networks logo, the Globemark, and Uniﬁed Networks, BNR, CallPilot, DMS, DMS-100, DMS-250, DMS-MTX, DMS-SCP, DPN, Dualmode, Helmsman, IVR, MAP, Meridian, Meridian 1, Meridian Link, Meridian Mail, Norstar, SL-1, SL-100, Communication Server 1000, Supernode, Contact Center, Telesis, and Unity are trademarks of Nortel Networks.

3COM is a trademark of 3Com Corporation.

ADOBE is a trademark of Adobe Systems Incorporated.

ATLAS is a trademark of Quantum Corporation.

BLACKBERRY is a trademark of Research in Motion Limited.

CRYSTAL REPORTS is a trademark of Seagate Software Inc.

EUDORA is a trademark of Qualcomm.

eTrust and InoculateIT are trademarks of Computer Associates Think Inc.

DIRECTX, EXCHANGE.NET, FRONTPAGE, INTERNET EXPLORER, LINKEXCHANGE, MICROSOFT, MICROSOFT EXCHANGE SERVER, MS-DOS, NETMEETING, OUTLOOK, POWERPOINT, VISUAL STUDIO, WINDOWS, WINDOWS MEDIA, and WINDOWS NT are trademarks of Microsoft Corporation.

GROUPWISE and NOVELL are trademarks of Novell Inc.

LOGITECH is a trademark of Logitech, Inc.

MCAFEE and NETSHIELD are trademarks of McAfee Associates, Inc.

MYLEX is a trademark of Mylex Corporation.

NETSCAPE COMMUNICATOR is a trademark of Netscape Communications Corporation.

NOTES is a trademark of Lotus Development Corporation.

NORTON ANTIVIRUS and PCANYWHERE are trademarks of Symantec Corporation.

QUICKTIME is a trademark of Apple Computer, In.

Page 3

RADISYS is a trademark of Radisys Corporation.

SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA.

SYBASE is a trademark of Sybase, Inc.

TEAC is a trademark of TEAC Corporation

US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are trademarks of US Robotics.

WINZIP is a trademark of Nico Mark Computing, Inc.

XEON is a trademark of Intel, Inc.

All other trademarks and registered trademarks are the property of their respective owners.

Information for Japan

Japan Denan Statement

The following applies to server models 1005r, 703t, and 1002rp:

Japan VCCI statement

The following applies to server models 1005r, 703t, 201i, and 1002rp:

This is a Class A product based on the standard of the Voluntary Control Council for Interference by Information Technology Equipment (VCCI). If this equipment is used in a domestic environment, radio disturbance may occur, in which case, the user may be required to take corrective action.

Page 4

Page 5

Publication History

April 2007

CallPilot 5.0 Standard 01.02 of the 1002rp Server Maintenance and Diagnostics is issued for general release. Added a precaution note on

replacement hard drive size.

February 2007

CallPilot 5.0 Standard 01.01 of the 1002rp Server Maintenance and Diagnostics is issued for general release.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 6

6 Publication History

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 7

Contents

Chapter 1 How to get help 11 Chapter 2 About this guide 13

Maintenance and diagnostics overview 13

Chapter 3 Troubleshooting your CallPilot system 17

Startup diagnostics overview 17 Basic hardware check 17 Power-On Self-Test diagnostics 18 Interpreting POST diagnostics 19 Interpreting startup diagnostics from SCSI BIOS 20 What to do when the server fails to boot into service 21

Chapter 4 Using Windows online diagnostic tools 23

Overview 23 Viewing event logs 23 Using TCP/IP diagnostic tools 27 Using the chkdsk utility 34

Chapter 5 Using serial port diagnostic tools 37

Overview 37 Shutting down services 37 Conducting TSTSERIO tests 40 Conducting TSTSERIO tests with the loopback plug 42 Restarting services 43

Chapter 6 Using CallPilot Manager to monitor hardware 45

Understanding fault management 45 Alarm Monitor 47 Event Browser 48 Channel and Multimedia Monitors 50 The Maintenance screen 50 Viewing component states 53 Starting and stopping components 55 Running integrated diagnostics 58 Viewing the last diagnostic results 60

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 8

8 Contents

Working with the Multimedia Monitor 61 Working with the Channel Monitor 63

Chapter 7 Using CallPilot system utilities 67

Overview 67 Diagnostics Tool 68 PEP Maintenance utility 69 Session Trace 69 System Monitor 71

Chapter 8 Replacing basic chassis components 77

Removing the front bezel and server cover 77 Replacing air ﬁlters 80 Replacing the power supply 81 Replacing the SCA SCSI drive cage and fused power cable 84 Replacing the cooling fan 88 Replacing the fuse (AC system only) 91 Replacing the alarm board 93 Setting jumpers on the alarm board 94 Replacing the status display panel 96

Chapter 9 Replacing media drives 99

Replacing a faulty hard drive 99 About the media drive bay 103 Removing the media drive carrier from the chassis 103 Replacing a tape, CD-ROM or ﬂoppy drive 106 Installing a tape drive 108

Chapter 10 RAID operations 113

Outlining RAID functions 113 Conﬁguring RAID ﬁrmware, driver, and power console 113 Replacing the LSI1600 card with LSI320-2 114 Conﬁguring the RAID controller after a hardware change 116 Splitting the RAID drives 119 Synchronizing RAID drives 121

Chapter 11 Conﬁguring MPB96 boards 125

Determining board and card conﬁguration 125 Identifying hardware components 126 Installing valid conﬁgurations 128

Chapter 12 Replacing or adding voice processing boards 131

DSP numbering and location 131 Replacing an MPB96 board 132

Chapter 13 Replacing the D/480JCT-2T1 T1 interface card 135

TD/480JCT-2T1 card function 135

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 9

Contents 9

Chapter 14 Maintaining the Pentium III SBC card 141

Overview 141 Replacing the Pentium III SBC card 142 Conﬁguring the 1002rp Pentium III BIOS 144 Replacing or adding dual inline memory modules 147 Maintaining the onboard video and network cards 149

Index 150

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 10

10 Contents

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 11

Chapter 1 How to get help

This section explains how to get help for Nortel products and services.

Getting help from the Nortel Web site

The best way to get technical support for Nortel products is from the Nortel Technical Support Web site:

ttp://www.nortel.com/support

This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. More speciﬁcally, the site enables you to:

• download software, documentation, and product bulletins

•

search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues

•

open and manage technical support cases

Getting help over the phone from a Nortel Solutions Center

If you don’t ﬁnd the information you require on the Nortel Technical Support Web site, and have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the following Web site to obtain the phone

number for your region:

ttp://www.nortel.com/callus

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 12

12 Chapter 1 How to get help

Getting help from a specialist by using an Express Routing Code

To access some NortelTechnical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to:

ttp://www.nortel.com/erc

Getting help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 13

Chapter 2 About this guide

In this chapter

"Maintenance and diagnostics overview" (page 13)

Maintenance and diagnostics overview

The maintenance and diagnostic activities discussed in this guide are divided into two groups of activities:

•

troubleshooting and diagnostics (identifying the cause of system problems and resolving them)

•

performing hardware maintenance

This guide is for administrators, technicians, and engineers responsible for maintaining a CallPilot server. This guide assumes that you have basic computing skills, and are familiar with necessary safety procedures.

If you are not able to resolve your system problem with the resources described in this guide, you can also refer to the following document:

•

Troubleshooting Guide (NN44200-700)

Note: Nortel continually updates the Troubleshooting Guide, which is available from the Partner Information Center (PIC) at

ttp://www.nortel.com/pic.

The "Starting up and shutting down the CallPilot server" chapter in the Installation and Conﬁguration Task List (NN44200-306) explains how to restart, shut down, and power up the CallPilot server. You may be asked to perform one or more of these tasks while maintaining your server.

When you purchased your CallPilot server, it came preinstalled with the Windows operating system and CallPilot server software. If your CallPilot server no longer functions because of a software problem, you may need to reinstall the CallPilot software or rebuild the system.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 14

14 Chapter 2 About this guide

Replacement parts

Before replacing any parts on your server, refer to the Nortel product catalog for the part codes.

CAUTION

Risk of system damage

The use of parts that are not supplied by Nortel can cause serious system problems or void your Nortel warranty.

Preparing for maintenance activities

Before you proceed with hardware maintenance activities, review the 1002rp Server Hardware Installation (NN44200-300) guide for the following information:

•

required tools and equipment

•

recommended safety precautions for electrostatic discharge, handling cards, and handling your server

•

instructions for shutting down your 1002rp server or for taking it out of service

Reference documents

For a list of all CallPilot documents, see the following Customer Documentation Map.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 15

Maintenance and diagnostics overview 15

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 16

16 Chapter 2 About this guide

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 17

Chapter 3 Troubleshooting your CallPilot system

In this chapter

"Startup diagnostics overview" (page 17) "Basic hardware check" (page 17) "Power-On Self-Test diagnostics" (page 18) "Interpreting POST diagnostics" (page 19) "Interpreting startup diagnostics from SCSI BIOS" (page 20) "What to do when the server fails to boot into service" (page 21)

Startup diagnostics overview

This section contains procedures for interpreting the startup diagnostics on the 1002rp server.

Types of startup diagnostics

The following types of startup diagnostics are available on the server:

•

basic hardware check (for example LEDs)

•

Power-On Self-Test (POST) diagnostics

•

SCSI controller diagnostics or RAID controller diagnostics

These diagnostics are available at initial system startup, or after any 1002rp server reset.

Basic hardware check

This section describes some basic checks that you can do when you start up the server.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 18

18 Chapter 3 Troubleshooting your CallPilot system

To run the startup test

Step Action 1

Power on the server and observe the front panel display. Result: All LEDs on the panel illuminate for a few seconds. The

green power LED remains illuminated.

Observe the following server actions:

• Cooling fans on the front panel start up, and the red fault LED next to each fan extinguishes.

•

Drives spin up, and the amber hard drive activity LEDs over the front panel display extinguish, and then ﬂash with activity.

•

LEDs illuminate temporarily as the system checks the ﬂoppy drive, tape drive, and CD-ROM drive.

•

The LED on each power supply lights up red as supply fans spin up and components charge. LEDs turn green when the attached power supply is fully operational.

Check the monitor for any error messages as the server counts RAM and completes a POST.

See "Power-On Self-Test diagnostics" (page 18) for more details on POST.

—End—

Power-On Self-Test diagnostics

The Power-On Self-Test (POST) is a system diagnostic program (stored in the BIOS) that runs each time the 1002rp server is started. The function of the POST is to test system components and then display status messages.

To run the POST

Step Action 1

Power up the CallPilot server and monitor. Result: After a few seconds, POST begins to run. After the memory test, various screen prompts and messages

appear. The screen prompts may be accompanied by a single beep.

Observe the screen for any error messages and listen for POST beep codes. When POST completes, the server beeps once.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 19

Interpreting POST diagnostics 19

If the server halts before POST is ﬁnished, the server emits a beep code indicating that a fatal system error requires immediate attention. See "Interpreting POST diagnostics" (page 19) for details.

If POST can display a message on the monitor, the server emits two beeps as the message appears.

Record the message that appears on the monitor and the beep code that you hear. This information is useful if you need assistance from your technical support representative.

—End—

Interpreting POST diagnostics

This section provides an explanation of the POST diagnostic codes.

POST beep codes

If an error occurs before video initialization, POST emits beep codes that indicate errors in hardware, software, or ﬁrmware.

A beep code is a series of separate tones, each equal in length. Record the beep code sequence before calling Nortel technical support.

ATTENTION

Some POST beep codes are fatal and may require that you replace the Single Board Card (SBC). See the table below for more information about beep codes.

POST beep codes

Beep count Error message Description

Refresh Failure The memory refresh circuitry of the processor

board is faulty.

Parity Error A parity error was detected in the base memory

(the first block of 64 kbytes) of the system.

Base 64KB Memory Failure

A memory failure occurred within the first 64 kbytes of memory.

Timer Not Operational

A memory failure occurred within the first 64 kbytes of memory, or Timer #1 on the processor board failed to function properly.

Processor Error The Central Processing Unit (CPU) on the

processor board failed to function properly.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 20

20 Chapter 3 Troubleshooting your CallPilot system

Beep count Error message Description

8042 - Gate A20 Failure

The keyboard controller (8042) contains the Gate A20 switch, which allows the CPU to operate in protected mode. This error message means that the BIOS cannot switch the CPU into protected mode.

Processor Exception Interrupt Error

The CPU on the processor board generated an exception interrupt.

Display Memory Read/Write Error

The system video adapter is either missing or its memory is faulty.

Note: This is not a fatal error.

ROM Checksum Error

The ROM checksum value does not match the value encoded in the BIOS.

CMOS Shutdown Register Read/Write Error

The shutdown register for the CMOS RAM failed.

Cache Memory Bad: Do Note Enable Cache

The cache memory test failed. Cache memory is disabled.

Note: Do not press Ctrl+Alt+Shift<+> to enable cache memory.

Interpreting startup diagnostics from SCSI BIOS

The results from the SCSI controller diagnostics appear after the POST results.

Applicable cards

Results of the startup diagnostics appear only if you have the following cards installed on your system:

•

Adaptec SCSI controller The adapter is integrated in the SBC and can be disabled.

•

LSI Elite 1600 controller

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 21

What to do when the server fails to boot into service 21

What to do when the server fails to boot into service

This section suggests tasks you can perform to determine why the server fails the bootup cycle.

To determine why the server failed to boot to Windows

Step Action 1 Make a note of any diagnostic codes.

Try restarting the server by pressing the power button on the server.

During the boot sequence, view the diagnostic codes on the monitor for failures.

Refer to the Troubleshooting Guide (NN44200-700) for other suggestions. If you still cannot determine the cause of the startup failure, call your Nortel technical support representative.

—End—

To determine why the server failed to boot into CallPilot

If the system-ready indicator indicates that the system is not booting into CallPilot, follow these steps:

Step Action 1

Make a note of any diagnostic codes.

Try restarting the server by pressing the power button on the server.

During the boot sequence, view the diagnostic codes on the monitor for failures.

4 View the event logs. For instructions, see "Viewing event logs" (page

23).

Refer to the Troubleshooting Guide (NN44200-700) for other suggestions. If you still cannot determine the cause of the startup failure, call your Nortel technical support representative.

—End—

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 22

22 Chapter 3 Troubleshooting your CallPilot system

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 23

Chapter 4 Using Windows online diagnostic tools

In this chapter

"Overview" (page 23) "Viewing event logs" (page 23) "Using TCP/IP diagnostic tools" (page 27) "Using the chkdsk utility" (page 34)

Overview

This section describes how to access the run-time online diagnostic tools provided by the Windows server software. Use the following tools when a serious problem prevents the use of the CallPilot diagnostic tools that are available in CallPilot Manager.

•

Windows Event Viewer

•

TCP/IP diagnostics

•

chkdsk utility

CAUTION

Risk of software corruption

Do not run any utilities that are not documented in this guide.

Viewing event logs

When the server startup cycle is complete, and if the CallPilot server has been conﬁgured, messages in dialog boxes on the monitor indicate that CallPilot is ready to accept calls.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 24

24 Chapter 4 Using Windows online diagnostic tools

If one or more messages appear on the monitor, the message may contain information about an event, or a fault may have occurred. To determine what happened, you can use the following diagnostic tools:

•

Windows Event Viewer on the 1002rp server

•

CallPilot Event Browser or Alarm Monitor in CallPilot Manager Note: The Event Browser and Alarm Monitor include online Help for

events, which may help you to resolve the problem. If you cannot log on to the CallPilot system using a web browser due to server problems, then use the Windows Event Viewer.

Types of event logs

Three types of event logs are available from the Windows Event Viewer, as follows:

Log type Description

System Logs events by Windows components, including RRAS

or other Windows services.

Security Logs security events, such as logons, logoffs, and

illegal access. This option is available only to users with Administrative access.

Applications Logs events by application, such as database file

errors.

To use the operating system Event Viewer

Step Action 1

Click Start → Programs → Administrative Tools → Event Viewer. Result: The Event Viewer window appears.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 25

Viewing event logs 25

Event Viewer

To view a log, click the name of the log in the left pane of the window. The following illustration shows an example of the Application Log.

Application log

The following illustration shows an example of a System log.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 26

26 Chapter 4 Using Windows online diagnostic tools

System log

Note: The Security log, which is available only to administrators, is not shown.

Look for error codes that have occurred since the last startup. Error codes are ﬂagged with the following symbols.

Note: Each error is date- and time-stamped.

indicates major or critical errors

indicates minor errors

indicates information

4 To determine the cause of the error, select and then double-click

the error. Result: A description of the error appears in an Event detail dialog

box. Use the description to help determine how to resolve errors.

Note: If the error persists or the error description does not suggest a solution, contact your Nortel support representative.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 27

Using TCP/IP diagnostic tools 27

Click Close.

Result: The event log reappears.

Click Log → Exit.

Result: The Event Viewer closes.

—End—

Using TCP/IP diagnostic tools

This section describes the following TCP/IP diagnostic tools which are available for the network adapter:

•

ipconﬁg

•

ping

•

tracert

•

arp

•

nbtstat

•

netstat

These utilities help you to verify network connectivity, test the network interface, and isolate any conﬁguration problems.

The ipconﬁg command

The ipconﬁg command displays IP conﬁguration information.

ipconﬁg default

If you run the command without ﬂags, it displays the IP address, subnet mask, and default gateway for each adapter bound to TCP/IP.

ipconﬁg command syntax

The ipconﬁg command uses the following syntax:

ipconfig /[ ]

The following ﬂags are available for the ipconﬁg command.

ipconﬁg command extensions

Flag Description

/? Displays Help information. /all Displays full configuration information. /release Releases the IP address for the specified adapter. /renew Renews the IP address for the specified adapter.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 28

28 Chapter 4 Using Windows online diagnostic tools

To run the ipconﬁg command from Windows Step Action

Click Start → Programs → Accessories → Command Prompt.

Result: The Command Prompt window appears.

At the Command prompt, type ipconfig <parameters>.

Example: ipconﬁg /all

3 Press Enter.

Result: The system runs the ipconﬁg utility.

Type Exit to exit the Command Prompt window and return to Windows.

—End—

The ping command

The ping command sends an echo request to a speciﬁed host. Use this command to verify network connectivity to the remote device.

Ping command syntax

The ping command uses the following syntax:

ping [-t] [-a] [-n count] [-l size] [-f] [-i TTL] [-v TOS] [-r count] [-s count] [[-j host-list] | [-k host-list]] [-w timeout] destination-list

ping command extensions

Parameter Description

-t

Pings the specified host until interrupted.

-a

Resolves addresses to host names.

-n count

Specifies the number of echo requests to send.

-l size Sends buffer size.

-f Sets Don’t Fragment flag in packet.

-i TTL Specifies the Time To Live

-v TOS Specifies the Type Of Service

-r count

Specifies the number of Record route for count hops

-s count

Specifies the number of Time stamp for count hops

-j host-list Specifies the Loose source route along host list

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 29

Using TCP/IP diagnostic tools 29

Parameter Description

-k host-list Specifies the Strict source route along host list

-w timeout Specifies the Timeout in milliseconds to wait for each reply

To run the ping command from Windows Step Action

Click Start → Programs → Accessories → Command Prompt.

Result: The Command Prompt window appears.

At the Command prompt, type ping <destination IP address> (for example, ping 200.286.32.0), or ping <computer name>.

Press Enter.

Result: The system displays the ping results.

4 Type Exit to exit the Command Prompt window and return to

Windows.

—End—

The tracert command

This utility determines the route taken to a destination.

How tracert works

The tracert utility follows several steps to complete its task:

•

Tracert sends Internet Control Message Protocol (ICMP) echo packets with varying Time-To-Live (TTL) values to the destination.

•

Each router along the path must decrement the TTL on a packet by at least 1 before forwarding it, so the TTL is effectively a hop count.

•

When the TTL on a packet reaches 0, the router sends back an ICMP Time Exceeded message to the source system.

•

Tracert determines the route by sending the ﬁrst echo packet with a TTL of 1, and incrementing the TTL by 1 on each subsequent transmission until the target responds, or the maximum TTL is reached.

•

Tracert then examines the ICMP Time Exceeded messages sent back by intermediate routers.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 30

30 Chapter 4 Using Windows online diagnostic tools

Tracert syntax

The tracert command uses the following syntax:

tracert [-d] [-h maximum_hops] [-j host_list] [-w timeout] [target_name]

Tracert parameters

the following table shows the tracert parameters.

Tracert parameters

Parameter Description

-d Specifies not to resolve addresses to hostnames.

-h maximum_hops Specifies the maximum number of hops to search for the target.

-j host-list Specifies a loose source route along the host list.

-w timeout Waits the number of milliseconds specified by the timeout for each reply.

target_name

Specifies the name of the target host.

To run the tracert command from Windows Step Action

Click Start → Programs → Accessories → Command Prompt.

Result: The Command Prompt window appears.

At the Command prompt, type the following command:

tracert [-d] [-h maximum_hops] [-j host_list] [-w timeout] [target_name]

Example: tracert 200.286.0.32

Press Enter.

Result: The system runs the tracert utility.

Type Exit to exit the Command Prompt window and return to Windows.

—End—

The arp command

The arp command displays and modiﬁes the IP-to-physical address translation tables used by Address Resolution Protocol (ARP).

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 31

Using TCP/IP diagnostic tools 31

ARP command syntax

The ARP command uses the following syntax:

arp -s inet_addr eth_addr [if_addr]

arp -d inet_addr [if_addr]

arp -a [inet_addr] [-N if_addr]

ARP command parameters

Parameter Description

-a

Displays current arp entries by interrogating the current protocol data. If inet_addr is specified, the IP and physical addresses for only the specified computer appear. If more than one network interface uses arp, entries for each arp table appear.

-g

Same as -a. inet_addr Specifies an Internet address. if_addr Specifies the Internet address of the interface where the

address translation table should be modified. If not present, the

first applicable interface is used. eth_addr Specifies a physical address.

-N if_addr Displays the arp entries for the network interface specified by

if_addr.

-d Deletes the host specified by inet_addr.

-s

Adds the host and associates the Internet address inet_addr

with the physical address eth_addr. The physical address is

given as six hexadecimal bytes separated by hyphens. The

entry is permanent.

To run the arp command from Windows Step Action

Click Start → Programs → Accessories → Command Prompt.

Result: The Command Prompt window appears.

At the Command prompt, type arp with the required parameters (for example, arp -g 200.286.0.32).

3 Press Enter.

Result: The system runs the arp command.

Type Exit to exit the Command Prompt window and return to Windows.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 32

32 Chapter 4 Using Windows online diagnostic tools

—End—

The nbtstat command

The nbtstat command displays protocol statistics and current TCP/IP connections using NBT.

Nbtstat command syntax

The nbtstat command uses the following syntax:

nbtstat [-a remotename] [-A IP address] [-c] [-n] [-R] [-r] [-S] [-s] [interval]

nbstat command parameters

Parameter Description

-a remotename

Lists the remote computer name table using its name.

-A IP address Lists the remote computer name table using its IP

address.

-c

Lists the contents of the NetBIOS name cache giving the IP address of each name.

-n

Lists local NetBIOS names. Registered indicates that the name is registered by broadcast (Bnode) or WINS (other node types).

-R Reloads the LMHOSTS file after purging all names

from the NetBIOS name cache.

-r

Lists name resolution statistics for Windows networking name resolution. On a Windows computer configured to use WINS, this option returns the number of names resolved and registered through broadcast or through WINS.

-S Displays both client and server sessions, listing the

remote hosts by IP address only.

-s

Displays both client and server sessions and attempts to convert the remote host IP address to a name using the HOSTS file.

interval Displays selected statistics, pausing interval seconds

between each display. Press Ctrl+C to stop displaying statistics. Without this parameter, nbtstat prints the current configuration information once.

To run the nbtstat command from Windows

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 33

Using TCP/IP diagnostic tools 33

Step Action 1

Click Start → Programs → Accessories → Command Prompt.

Result: The Command Prompt window appears.

2 At the Command prompt, type nbtstat with the required

parameters.

Press Enter.

Result: The system runs the nbtstat utility.

Type Exit to exit the Command Prompt window and return to Windows.

—End—

The netstat command

The netstat command displays current TCP/IP network connections and protocol statistics.

Netstat command syntax

The netstat command uses the following syntax:

netstat [-a] [-e] [-n] [-s] [-p proto] [-r] [interval]

netstat command parameters

Parameter Description

-a

Displays all connections and listening ports.

-e

Displays Ethernet statistics. This can be combined with the

-s option.

-n

Displays addresses and port numbers in numeric form.

-s

Displays statistics for each protocol.

-p proto

Shows connections for the protocol specified by proto. Proto

can be tcp or udp. If used with the -s option, proto can be tcp,

udp, or ip.

-r

Displays the contents of the routing table. interval Redisplays selected statistics, pausing between each display.

Press Ctrl+C to stop redisplaying.

To run the netstat command from Windows

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 34

34 Chapter 4 Using Windows online diagnostic tools

Step Action 1

Click Start → Programs → Accessories → Command Prompt.

Result: The Command Prompt window appears.

2 At the Command prompt, type netstat with the required

parameters.

Press Enter.

Result: The system runs the netstat utility.

Type Exit to exit the Command Prompt window and return to Windows.

—End—

Using the chkdsk utility

The chkdsk utility checks a speciﬁed disk on the server and displays a status report. You can run the utility on drives C, D, E, or F. It is an online utility, but it reduces system performance while it is running.

The chkdsk utility checks for errors at the Windows ﬁle system level. CallPilot can be affected by errors at both the Windows and CallPilot ﬁle system levels. The chkdsk utility will not detect CallPilot ﬁle system level errors.

Note: A version of this utility, called autocheck, automatically runs during Windows startup. Output from this utility appears on the blue startup screen.

Chkdsk utility syntax

The chkdsk utility uses the following syntax:

chkdsk [drive:][path]filename] [/F] [/V] [/R]

Chksdsk utility parameters

Parameter Description

drive: Drive letter of the drive that you want to check. filename Names of files to check for fragmentation. /F Optional parameter to fix errors on the disk.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 35

Using the chkdsk utility 35

Parameter Description

/V Optional parameter to display the full pathname of

every file on the disk.

/R Optional parameter to locate bad sectors and to

recover readable information.

To run the chkdsk utility from Windows Step Action

Click Start → Programs → Accessories → Command Prompt.

Result: The Command Prompt window appears.

At the Command prompt, type chkdsk <drive letter:> (for example, chkdsk c:).

Press Enter.

Result: The system runs the chkdsk utility.

Type Exit to exit the Command Prompt window and return to Windows.

—End—

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 36

36 Chapter 4 Using Windows online diagnostic tools

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 37

Chapter 5 Using serial port diagnostic tools

In this chapter

"Overview" (page 37) "Shutting down services" (page 37) "Conducting TSTSERIO tests" (page 40) "Conducting TSTSERIO tests with the loopback plug" (page 42) "Restarting services" (page 43)

Overview

You may want to test the serial ports when remote access does not work. This chapter describes how to run serial port diagnostics on the CallPilot

server using the TSTSERIO command. Direct the TSTSERIO command to serial ports on the server after services on these ports have been shut down manually, as described in this chapter.

Shutting down services

This section describes how to shut down a service using a speciﬁc serial port. Use the following procedures before you invoke the TSTSERIO local loopback tests.

CAUTION

Risk of communications loss

By stopping the services on COM1 or COM2, you lose the support access feature.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 38

38 Chapter 5 Using serial port diagnostic tools

CAUTION

Risk of stopping call processing

By stopping the services on COM2, you stop call processing on CallPilot.

Services to stop for COM1 testing

•

Routing and Remote Access Service

Services to stop for COM2 testing

• CallPilot SLEE Service

•

CallPilot MWI Service

•

CallPilot Access Protocol Emulator

• CallPilot Blue Call Router

•

CallPilot Call Channel Router

•

CallPilot Time Service

•

Routing and Remote Access Service

Net Stop command

Use the Net Stop command to stop a speciﬁed service on a serial port.

Net stop command syntax

The Net Stop command uses the following syntax:

net stop <service_name>

ATTENTION

You must restart the services that you shut down through the Net Start command after you run the diagnostic. For details, see "Restarting services" (page 43).

To invoke the Net Stop command from Windows Step Action

Click Start → Programs → Accessories → Command Prompt.

Result: The Command Prompt window appears.

At the Command prompt, type net stop "service_name", and then press Enter.

Example: Type net stop "Remote Access Server", and then press Enter.

Note: The quotation marks are required, as in the example above.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 39

Shutting down services 39

Result: The system runs the Net Stop command utility.

Type Exit, and then press Enter to exit the Command Prompt window.

—End—

Service Control (SC) command

Use the Service Control command to stop a speciﬁed service on a serial port.

Service Control command syntax

The Service Control command uses the following syntax:

sc <service_name>

ATTENTION

You must restart the services that you shut down through the Service Control command after you run the diagnostic. For details, see "Restarting services"

(page 43).

To invoke the Service Control command from Windows Step Action

Click Start → Programs → Accessories → Command Prompt.

Result: The Command Prompt window appears.

At the Command prompt, type sc stop "service_name", and then press Enter.

Example: Type sc stop "Remote Access Server", and then press Enter.

Note: The quotation marks are required, as in the example above.

Result: The system runs the Service Control command utility.

Type Exit, and then press Enter to exit the Command Prompt window.

—End—

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 40

40 Chapter 5 Using serial port diagnostic tools

Conducting TSTSERIO tests

The TSTSERIO command performs local loopback tests of the serial communication ports from the server run-time environment.

Note: Before conducting these tests, shut down the appropriate services. See "Shutting down services" (page 37).

CAUTION

Risk of communications loss

By stopping the services on COM1 or COM2, you lose the support access feature.

CAUTION

Risk of stopping call processing

By stopping the services on COM2, you stop call processing on CallPilot.

TSTSERIO command syntax

The syntax for the TSTSERIO command is as follows:

TSTSERIO [/?] /P:comport [/S:subtstname] [/L:loops]

TSTSERIO command parameters

Flag Requirement Description

? n/a Displays Help. /P:comport Required Specifies the symbolic

port name assigned to the port you want to test.

/S:subtstname Optional Specifies a TSTSERIO

subtest. See the following table for a description of the available subtests.

/L:loops Optional Specifies the number of

times (up to a maximum of 65 535) to execute the requested test. The default number of tests is

1. A value of 0 infinitely loops until you enter Ctrl+C.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 41

Conducting TSTSERIO tests 41

TSTSERIO internal loopback diagnostic subtests

The following internal loopback subtests are available for the TSTSERIO command. For each of these tests, the communications resource must be available.

TSTSERIO internal loopback subtests

Subtest name

Description

idata Internal data bus loopback imsr Internal modem status register baud Internal data bus loopback at various baud rates word Test 5-, 6-, 7-, and 8-bit data lengths stop

Test 1, 1.5, and 2 stop bits pari Test odd/even parity fifo Test that device can operate in fifo mode

To invoke the TSTSERIO /P command from Windows

Step Action 1

Click Start → Programs → Accessories → Command Prompt.

Result: The Command Prompt window appears.

At the Command prompt, type tstserio with the required parameters, and then press Enter.

For example, type TSTSERIO /P com1 or TSTSERIO /P com 2, and then press Enter.

Type Exit, and then press Enter to exit the Command Prompt window.

—End—

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 42

42 Chapter 5 Using serial port diagnostic tools

TSTSERIO external loopback plug subtests

The following external loopback subtests are available for the TSTSERIO command. For each of these tests, an external loopback connector must be used. For more information, see "Conducting TSTSERIO tests with

the loopback plug" (page 42)

TSTSERIO external loopback plug subtests.

Subtest name

Description

edata External data bus loopback. This test requires an external

loopback connector.

emsr

External modem status register. This test requires an external loopback connector.

eint Test ability of device to generate interrupts. This test requires

an external loopback connector.

To invoke the TSTSERIO /S command from Windows

Step Action 1

Click Start → Programs → Accessories → Command Prompt.

Result:The Command Prompt window appears.

At the Command prompt, type tstserio with the required parameters, and then press Enter.

For example, type TSTSERIO /P com1 /S extr, and then press Enter.

Type Exit, and then press Enter to exit the Command Prompt window.

—End—

Conducting TSTSERIO tests with the loopback plug

The TSTSERIO command requires an external loopback connector plug for its edata, emsr, and eint subtests.

9-pin connector plug

The standard serial loopback connector is a female 9-pin D-sub connector. This connector has the following pins wired together:

•

CTS (pin 8) wired to RTS (pin 7)

•

SIN (pin 2) wired to SOUT (pin 3)

•

DTR (pin 4) wired to DSR (pin 6)

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 43

Restarting services 43

Once the plug is installed on the serial port, TSTSERIO can be invoked according to the procedure outlined in the previous section.

Restarting services

This section describes how to restart the services for COM1 or COM2 after invoking the TSTSERIO local loopback tests.

Services to restart after COM1 testing

•

Routing and Remote Access Service

Services to restart after COM2 testing

•

CallPilot SLEE Service

•

CallPilot MWI Service

•

CallPilot Access Protocol Emulator

•

CallPilot Blue Call Router

•

CallPilot Call Channel Router

• CallPilot Time Service

•

Routing and Remote Access Service

Net Start command

Use the Net Start command to restart a speciﬁed service on a serial port. The syntax for the Net Start command is as follows:

net start <service name>

To invoke the Net Start command from Windows

Step Action 1

Click Start → Programs → Accessories → Command Prompt.

Result: The Command Prompt window appears.

At the Command prompt, type net start "service_name", and then press Enter.

For example, type net start "Remote Access Server", and then press Enter.

Note: The quotation marks are required, as in the example above.

Type Exit, and then press Enter to exit the Command Prompt window.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 44

44 Chapter 5 Using serial port diagnostic tools

—End—

Service Control Start command

Use the Service Control Start command to restart a speciﬁed service on a serial port. The syntax for the Service Control Start command is as follows:

sc <service name>

To invoke the Service Control Start command from Windows

Step Action 1

Click Start → Programs → Accessories → Command Prompt.

Result: The Command Prompt window appears.

At the Command prompt, type sc start "service_name", and then press Enter.

For example, type sc start "Remote Access Server", and then press Enter.

Note: The quotation marks are required, as in the example above.

Type Exit, and then press Enter to exit the Command Prompt window.

—End—

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 45

Chapter 6 Using CallPilot Manager to monitor hardware

In this chapter

"Understanding fault management" (page 45) "Alarm Monitor" (page 47) "Event Browser" (page 48) "Channel and Multimedia Monitors" (page 50) "The Maintenance screen" (page 50) "Viewing component states" (page 53) "Starting and stopping components" (page 55) "Running integrated diagnostics" (page 58) "Viewing the last diagnostic results" (page 60) "Working with the Multimedia Monitor" (page 61) "Working with the Channel Monitor" (page 63)

Understanding fault management

Fault management is a term that describes how the CallPilot server detects and notiﬁes you of potential or real hardware problems (faults). The server processes events to detect hardware problems and raises alarms to notify you when these problems occur.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 46

46 Chapter 6 Using CallPilot Manager to monitor hardware

Event processing

An event is any change in system conﬁguration or operational state. An event is also any action taken by the system that requires user notiﬁcation. Events can be as insigniﬁcant as a user logon attempt or as serious as a faulty MPB96 card switching to disabled status.

All events are reported to the fault management server, a subsystem within the CallPilot server. The fault management server enables the CallPilot server to listen and respond to its clients. The interaction is called event processing and is the means by which the server detects hardware faults.

Alarm notiﬁcation

Alarms are warnings generated by events. Alarms communicate the same information as events. However, alarms are reported in the Alarm Monitor instead of the Event Browser, and are managed differently than events.

When an alarm appears in the Alarm Monitor, you must investigate the problem, isolate it, and then ﬁx the cause of the problem. When you ﬁx the problem, the alarm is cleared from the Alarm Monitor.

Component dependencies

The status of some components are dependent on the operational status of other components. If a component fails or is stopped, the dependent components go out of service.

Note: Based on the CallPilot server type, and the type of switch connected to CallPilot, some of these components may not appear on your system.

Component

Dependent components

Media Bus All MPBs, all multimedia channels, and all call channels. MPB board All multimedia and call channels associated with the MPB

board.

Time Switch All multimedia and call channels associated with the same

MPB as the time switch. MPB96 All multimedia channels on the MPB96 card. DS30X All DS30X channels associated with the DS30X link. T1 board Telephony Interface. All DS0 (zero) channels associated with

the telephony interface.

Detecting hardware problems

Typically, you ﬁrst become aware of a hardware problem when an alarm is raised. All hardware faults produce an alarm (or series of alarms, depending on the problem) in the Alarm Monitor.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 47

Alarm Monitor 47

Other indications of a hardware problem include the following:

•

user complaints

•

call processing difﬁculties, such as busy signals, static, dropped calls, connection problems, and cross talk (hearing other conversations)

•

system administrator logon difﬁculties

•

alert icons on the Maintenance screen

Alarm Monitor

Use the Alarm Monitor to investigate one or more raised alarms.

About alarms

•

Alarms appear in the Alarm Monitor only for Minor, Major, and Critical events (not Information events). All events can be reported in the Event Browser (depending on ﬁltering criteria deﬁned in the Event Browser).

•

The ﬁrst time an event occurs, it generates an alarm that appears in the Alarm Monitor. If the same event continues to occur, a new alarm is not generated. Instead, the time and date assigned to the original generated alarm is updated.

•

Alarms can be cleared from the Alarm Monitor, but the event that generated the alarm is not cleared from the event log or the Event Browser.

Each alarm in the Alarm Monitor has Help text that often provides a solution to the problem. If the solution is not apparent, use the Event Browser or the Maintenance screen to further investigate the problem.

To investigate using the Alarm Monitor

Step Action 1

Run CallPilot Manager and log in.

In CallPilot Manager, click System→Alarm Monitor. Result: The Alarm Monitor screen appears.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 48

48 Chapter 6 Using CallPilot Manager to monitor hardware

Alarm monitor screen

Click the Event Code for the ﬁrst Critical or Major alarm. Result: A description of the event appears in a new web browser

window.

Review the description and recovery action.

Repeat steps 3 and 4 for more alarms, if necessary.

If the solution to the problem is not apparent, obtain the return code of the ﬁrst event and continue the investigation by using the Event Browser (see "Event Browser" (page 48)).

—End—

Event Browser

Use the Event Browser to investigate a series of events that occurred around the time an alarm was raised. The event listing can help you determine the root cause of a problem.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 49

Event Browser 49

About events

The Event Browser displays events that have been recorded in the server log. Each event identiﬁes the time the event occurred, the object that generated the event, and the cause of the event.

Events are classiﬁed as Information, Minor, Major, or Critical. By default, the Event Browser displays only the latest 100 critical events.

To investigate using the Event Browser

Step Action 1

Run CallPilot Manager and log in.

2 In CallPilot Manager, click System→Event Browser.

Result: The Event Browser screen appears.

Event browser screen

Click an event that appears to be related to the problem, or an event that occurred near the time the alarm was raised.

Result: A description of the event appears in a new web browser window.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 50

50 Chapter 6 Using CallPilot Manager to monitor hardware

View the description and recovery action.

Repeat steps 3 and 4 for more events, if necessary.

6 If the solution to the problem is not apparent, contact your Nortel

technical support representative.

—End—

Note: For information on how to use the Event Browser refer to the CallPilot Manager online Help.

Channel and Multimedia Monitors

The Channel Monitor shows the status of call channels. The call channels are the connections between the server and the switch that carry the call signals to CallPilot.

The Multimedia Monitor shows the status of multimedia channels. The multimedia channels are the DSP ports that process the calls. They are the voice, fax, and speech recognition channels.

Disabling call channels

If you must take the CallPilot system out of service to perform software or hardware maintenance, Nortel recommends that you disable all call channels ﬁrst. There are two ways to disable the call channels:

•

Courtesy stop the channels (preferred method). When you courtesy stop call channels, CallPilot waits until the channels

are no longer active before disabling them, instead of suddenly terminating active calls.

•

Stop the channels. When you stop channels, you suddenly disable them and terminate

all active calls.

The Maintenance screen

Use the Maintenance screen in CallPilot Manager to do the following:

•

Obtain general information about components.

•

View component states.

•

Start and stop components.

•

Run integrated diagnostic tests.

•

View the results of the last diagnostic test run against a component.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 51

The Maintenance screen 51

What the Maintenance screen provides

The Maintenance screen identiﬁes the server platform and switch connectivity type. It also provides a tree that, when expanded, lists the physical and logical hardware components down the left side of the screen. To list the server hardware components, click the plus sign (+) at the top of the tree. To list the subcomponents for each component, click the plus sign (+) beside the component.

Note: The components that are listed on the Maintenance screen are based on the CallPilot server type and the switch that is connected to CallPilot. The examples in this chapter are for illustration purposes and may not appear exactly the same on your system.

"Partially expanded tree for 1002rp" (page 51) shows a partially expanded

tree for the 1002rp server.

Partially expanded tree for 1002rp

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 52

52 Chapter 6 Using CallPilot Manager to monitor hardware

When you click a component, the screen refreshes to show the details about that component. Details are divided into the sections described in the following table.

Component sections

Section

Description

General This section shows general technical information about

the selected component. This typically includes the following details:

•

the name, class, type, series, or version of a component

• various capabilities of a component (for example, whether a component is removable)

Note: This section does not appear for all components.

Maintenance This section shows the state of the selected

component. Use this section to start and stop a component before running a diagnostic test.

This section appears only for components on which you are allowed to perform maintenance administration.

For more information about working with component states, see the following sections:

• "Viewing component states" (page 53)

•

"Starting and stopping components" (page 55)

Diagnostics Use the Diagnostics section to run one or more

diagnostic tests, or to view the results of the last diagnostic tests that were run on the selected component.

This section appears only for components on which you are allowed to run diagnostics.

For more information about running diagnostics, see the following sections:

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 53

Viewing component states 53

Section

Description

•

"Running integrated diagnostics" (page 58)

•

"Viewing the last diagnostic results" (page 60)

Maintenance activities for each component

The following table identiﬁes the maintenance activities you can perform for each component that is listed in the component tree.

Maintenance activities

Component

Start, stop?

Courtesy stop?

Diagnostics available? Replaceable?

Media Bus Yes No Yes No MPB96 board Yes No Yes Yes Time Switch No No No No MPCs (embedded on MPB

boards)

Yes No Yes embedded:

No Multimedia channels Yes Yes Yes No Call channels Yes Yes No No DS30X link Yes No No No

Note: The MGate card and DS30X cable are replaceable. If you are having problems with the DS30X link, determine if either one or both of these items are causing the problem and need to be replaced.

Viewing component states

View a component state to determine the general condition of the component, including whether the component is disabled or off duty. The component state is shown in the Maintenance section of the Maintenance screen.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 54

54 Chapter 6 Using CallPilot Manager to monitor hardware

Component states

You can determine the state of a component by looking at the State box in the Maintenance section.

State

Description

Active The component is working and currently involved in

processing a call. Disabled The diagnostic failed. Idle The component is working but not currently involved

in processing a call. InTest A diagnostic is running on the resource or device. Loading The component has been started, which takes it out

of the Off Duty state.

This state occurs quickly and is immediately followed

by Idle. Local (Red) Alarm A Receive Loss of Synchronization error occurred on

incoming data over a T1 link and lasted more than 2.5

seconds. This condition will exist until synchronization

is recovered and remains recovered for 12 seconds. No resources The hardware required for the component to operate is

not installed or is not operating properly. Not Configured The device is not configured in CallPilot.

For example, a DSP is not being used because it was

not allocated in the Configuration Wizard. Off Duty The component has been stopped. Remote Off Duty The component has been taken out of service at the

switch. Remote (Yellow)

Alarm

A red alarm exists at the receiving device. This alarm

is sent by the receiving T1 device to CallPilot, and it

remains in effect until the red alarm is cleared at the

receiving device. Shutting Down The component is in the process of stopping.

This state occurs quickly and is immediately followed

by Off Duty.

Uninitiated The call processing component has not initialized the

resource.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 55

Starting and stopping components 55

Alert icons

If one of the following icons appears next to a component in the tree, then the component or one of its subcomponents is experiencing a problem.:

Icon Description

A problem exists with a subcomponent of the selected component. Expand the tree to locate the subcomponent with the problem.

A problem exists with the selected component.

To view the state of a hardware component

Step Action 1

Run CallPilot Manager and log in.

In CallPilot Manager, click Maintenance→Maintenance Admin.

Result: The Maintenance screen appears.

Click the plus sign (+) beside the CallPilot server to expand the component tree.

Continue clicking the plus sign (+) until the component with which you want to work is visible.

Click the hardware component with which you want to work. Result: The Maintenance screen refreshes to show details about

the component.

Scroll down to the Maintenance section.

View the state of the selected component in the State box.

—End—

Starting and stopping components

When you stop a component, you take it out of service and prevent it from operating. You must stop a component before you can replace it (if the component is replaceable) or run a diagnostic test on it.

To bring an out-of-service component back into service, you must start it.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 56

56 Chapter 6 Using CallPilot Manager to monitor hardware

Start and stop components from the Maintenance section on the Maintenance screen.

ATTENTION

Nortel recommends that, if possible, you courtesy stop a component. Courtesy stop is available only at the individual channel level.

To courtesy stop CallPilot, use the following:

•

Multimedia Monitor - to courtesy stop a range of multimedia channels

•

Channel Monitor - to courtesy stop a range of call (DS30X, also known as DS0) channels

Stop versus courtesy stop

The following two methods of taking a component out of service allow you to choose how active calls are affected.

Courtesy stop

A courtesy stop takes the component out of service only after the component has ﬁnished processing the active call.

•

If the component is currently processing a call, the call is not dropped; the component remains active until the call is ﬁnished.

•

If the component is not currently in use, it is taken out of service immediately.

Courtesy stop is the preferred method for taking a component out of service.

Stop

A stop takes the component out of service immediately, regardless of whether the component is currently processing calls. All active calls are dropped. Typically, you perform a stop only when severe problems that are affecting a large number of incoming calls occur or if your organization determines a special need for it.

Components that can be started and stopped

Only the following components can be started and stopped.

Note: If you want to start or stop more than one or two multimedia (DSP) or call (DS30X) channels, use the Multimedia Monitor or Channel Monitor.

Component

Effect of stopping

Media Bus Takes all call processing resources out of service. MPB board Takes all call processing resources on the selected board

out of service.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 57

Starting and stopping components 57

Component

Effect of stopping

Time Switch You cannot perform maintenance administration on the

time switch. Multimedia Channel Takes the selected Multimedia Channel out of service. Channels Takes the selected DS30X channel out of service. DS30X link Takes the selected DS30X link out of service.

To start or stop a component

Step Action 1 Run CallPilot Manager and log in.

In CallPilot Manager, click Maintenance→Maintenance Admin.

Result: The Maintenance screen appears.

Click the plus sign (+) beside the CallPilot server to expand the component tree.

Continue clicking the plus sign (+) until the component with which you want to work is visible.

Click the hardware component that you want to start or stop. Result: The Maintenance screen refreshes to show details about

the component.

Scroll down to the Maintenance section.

Click Courtesy Stop, or Start as required.

Button Description

Start If the selected component is out of service, click this

button to put it into service.

Courtesy Stop

Click this button to take the selected component out of service. CallPilot waits for calls to be completed before disabling the component.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 58

58 Chapter 6 Using CallPilot Manager to monitor hardware

Button Description

ATTENTION

If you are courtesy stopping all components (that is, you are taking the entire system down), ensure that you inform all administrators, desktop messaging users, and web messaging users so that they can log off their sessions before you proceed.

The system asks you to confirm the courtesy stop. If you click OK, the component is put out of service after all calls are finished.

Stop

Click this button to take the selected component out of service immediately. All calls that are in progress are disconnected immediately.

ATTENTION

If you are stopping all components (that is, you are taking the entire system down), ensure that you inform all administrators, desktop messaging users, and web messaging users so that they can log off their sessions before you proceed.

—End—

Running integrated diagnostics

Run diagnostic tests from the Diagnostics section on the Maintenance screen in the following circumstances:

•

You want to ensure that a component is operating properly after installing or reinstalling it.

•

The CallPilot server is having trouble processing incoming calls and you are hoping that diagnostic results can tell you why.

Problems include static, dropped calls, and cross talk (hearing another conversation).

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 59

Running integrated diagnostics 59

Before you begin

ATTENTION

Take the component out of service before you run the diagnostic test. See

"Starting and stopping components" (page 55).

Components that have diagnostic tests available

The following table identiﬁes the components on which you can run diagnostics.

Component

Diagnostics available? Replaceable?

Media Bus No No MPB96

board

Yes Yes

Time Switch No No Multimedia

Channels

Yes No

Channels No No DS30X link

(cable)

Yes Yes

Diagnostic tests available for each component

The diagnostic tests that are available for each component are listed in the Diagnostic section of the Maintenance screen. To view the list of diagnostic tests for a particular component, click the component in the component tree.

If a diagnostic test fails or cannot be run

If a warning message appears, the diagnostic test cannot be run because a prerequisite condition has not been met. If a diagnostic test fails, a message appears in a new browser window (see the example on screen step 8).

In both cases, check the Alarm Monitor to determine the reason and the appropriate action to take.

If the Alarm Monitor and Event Browser do not provide a solution to a hardware problem, you may need to replace or service a component. If the problem is with a component that is not replaceable because it is not a physical entity (such as the Time Switch), you must either replace its parent component or contact your Nortel technical support representative, depending on the component.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 60

60 Chapter 6 Using CallPilot Manager to monitor hardware

To run a diagnostic test

Step Action

ATTENTION

Nortel recommends that you courtesy stop rather than stop a component if possible. For instructions, see "Starting and stopping components" (page 55).

Run CallPilot Manager and log in.

In CallPilot Manager, click Maintenance→Maintenance Admin.

Result: The Maintenance screen appears.

Click the plus sign (+) beside the CallPilot server to expand the component tree.

Continue clicking the plus sign (+) until the component with which you want to work is visible.

Click the hardware component for which you want to run diagnostics. Result: The Maintenance screen refreshes to show details about

the component.

Scroll down to the Maintenance section, and ensure that the component is out of service.

Scroll down to the Diagnostics section.

Select the check box for each diagnostic that you want to run.

Note: If you want to run all of the diagnostics, select the Diagnostic Description check box at the top of the list.

Click Run. Result: A new web browser window opens to display the progress

and results of the diagnostics.

Note: The Diagnostic Results box in the Diagnostics section displays diagnostic results when you click Get Last Result.

—End—

Viewing the last diagnostic results

You can review the results of diagnostics by clicking the Get Last Results button for a component.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 61

Working with the Multimedia Monitor 61

To view the last diagnostics result

Step Action

ATTENTION

Nortel recommends that you courtesy stop rather than stop a component if possible. For instructions, see "Starting and stopping components" (page 55).

Run CallPilot Manager and log in.

In CallPilot Manager, click Maintenance→Maintenance Admin.

Result: The Maintenance screen appears.

Click the plus sign (+) beside the CallPilot server to expand the component tree.

Continue clicking the plus sign (+) until the component with which you want to work is visible.

Click the hardware component for which you want to run diagnostics. Result: The Maintenance screen refreshes to show details about

the component.

Scroll down to the Diagnostics section.

Select the check box for each diagnostic for which you want to review results.

Click Get Last Result. Result: The results appear in the Diagnostic Results box with the

following information:

•

diagnostic title

•

diagnostic result: pass or fail

•

the date and time the test was completed

—End—

Working with the Multimedia Monitor

The Multimedia Monitor shows the status of multimedia channels. The multimedia channels are the DSP ports that process the calls. They are the voice, fax, and speech recognition channels.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 62

62 Chapter 6 Using CallPilot Manager to monitor hardware

To view or work with multimedia channel states

Step Action 1

Run CallPilot Manager and log in.

In CallPilot Manager, click Maintenance→Multimedia Monitor. Result: The Multimedia Monitor screen appears, showing the

channels associated with each DSP.

Multimedia monitor screen

Note: For an explanation of the channel states, refer to the CallPilot Manager online Help.

Do one of the following:

IF you want to stop or start THEN

all of the channels associated with a DSP

select the check box to the left of the DSP that you want to stop or start.

Repeat this step for each DSP.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 63

Working with the Channel Monitor 63

IF you want to stop or start THEN

only one or several channels that are associated with a DSP

select the check box for each channel that you want to stop or start.

Click Courtesy Stop, Stop, or Start as required. Result: If you clicked Courtesy Stop or Stop, you are asked to

conﬁrm the Courtesy Stop or Stop. Click OK. The selected channels change to off-duty or on-duty status,

according to the action you chose.

Note: If the buttons are not available, wait a few seconds for the screen to refresh.

—End—

Working with the Channel Monitor

The Channel Monitor shows the status of call channels. The call channels are the connections between the server and the switch that carry the call signals to CallPilot.

To view or work with call channel states

Step Action 1

Run CallPilot Manager and log in.

In CallPilot Manager, click Maintenance→Channel Monitor. Result: The Channel Monitor screen appears, showing the DS30X

(also known as DS0) channels associated with each DS30X link.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 64

64 Chapter 6 Using CallPilot Manager to monitor hardware

Channel monitor screen

Note: For an explanation of the channel states, refer to the CallPilot Manager online Help.

Do one of the following:

IF you want to stop or start THEN

all of the channels associated with a DS30X link

select the check box to the left of the DS30X link that you want to stop or start.

Repeat this step for each DS30X link.

only one or several channels that are associated with a DS30X link

select the check box for each channel that you want to stop or start.

Click Courtesy Stop, Stop, or Start as required. Result: If you clicked Courtesy Stop or Stop, you are asked to

conﬁrm the Courtesy Stop or Stop. Click OK.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 65

Working with the Channel Monitor 65

The selected channels change to off-duty or on-duty status, according to the action you chose.

Note: If the buttons are not available, wait a few seconds for the screen to refresh.

—End—

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 66

66 Chapter 6 Using CallPilot Manager to monitor hardware

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 67

Chapter 7 Using CallPilot system utilities

In this chapter

"Overview" (page 67) "Diagnostics Tool" (page 68) "PEP Maintenance utility" (page 69) "Session Trace" (page 69) "System Monitor" (page 71)

Overview

The following table lists the CallPilot system utilities.

Utility Description

Diagnostics Tool Allows CallPilot startup diagnostics to be enabled or

disabled (turned on or off).

PEP Maintenance Displays a list of installed PEPs and enables PEP

removal.

Session Trace Displays detailed information about the activity in a

user’s mailbox and the state of the message waiting indicator (MWI).

System Monitor Displays the following information:

•

the status of all CallPilot channels

•

the status of all CallPilot services

Note: This status is more accurate than the status that Windows provides in the Services Control Panel.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 68

68 Chapter 7 Using CallPilot system utilities

Utility Description

•

particulars about the CallPilot System, such as names, keycodes, serial numbers, IP addresses, and system numbers

Accessing the system utilities

All CallPilot utilities are accessible from the CallPilot server in the Start → Programs → CallPilot → System Utilities menu.

Diagnostics Tool

The Diagnostics Tool allows you to enable or disable CallPilot startup diagnostics. CallPilot startup diagnostics automatically identify hardware problems that may exist when the system and its services are started. When you disable startup diagnostics, you can save time during system maintenance operations where restarts or call processing services restarts are required. There are three recommended steps:

•

Use the Diagnostics Tool to turn off CallPilot startup diagnostics.

•

Perform system maintenance.

•

Use the Diagnostics Tool to turn on CallPilot startup diagnostics.

To access the Diagnostics Tool

On the Windows desktop, click Start → Programs → CallPilot → System Utilities → Diagnostic Tool.

Result: The Diagnostics Tool window appears.

To enable startup diagnostics

From the Diagnostics Tool window, select Conﬁguration → Maintenance Startup Diag → Enable.

To disable startup diagnostics

ATTENTION

Nortel recommends that you leave the startup diagnostics turned on. When you disable CallPilot startup diagnostics, you prevent CallPilot from automatically identifying hardware problems that may exist when the system and its services are started (for example, DSP, TimeSwitch, or MediaBus).

On the Diagnostics Tool window, select Conﬁguration → Maintenance Startup Diag → Disable.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 69

Session Trace 69

PEP Maintenance utility

The PEP Maintenance utility displays a list of all installed PEPs on the server and enables you to uninstall PEPs. For information on installing or uninstalling PEPs, refer to the Installation and Conﬁguration Task List (NN44200-306).

To access the PEP Maintenance utility

From the Windows desktop, click Start → Programs → CallPilot → System Utilities → PEP Maintenance Utility.

Result: The DMI Viewer window appears.

To view a list of all installed PEPs Step Action

Click the component for which you want to display the PEP list.

Click Show PEPs.

Result: A list of all installed PEPs appears in the left pane.

If you want to review the readme ﬁle associated with a PEP, click the PEP, and then click Read.

Result: The readme ﬁle opens in Notepad.

—End—

Session Trace

The Session Trace tool displays detailed information about the activity in a user’s mailbox and the state of the message waiting indicator (MWI). The session information includes

•

voice messaging

•

call answering

•

express messaging activity (messages composed and sent, or left in a mailbox)

•

the number of messages played or unplayed at the beginning, middle, and end of a session

•

messages and personal distribution lists restored into a mailbox

•

the last change to the MWI (turned on or off, or untouched)

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 70

70 Chapter 7 Using CallPilot system utilities

This session information allows an administrator or technician to study the state of a user’s mailbox and the MWI, and to use that information to follow up on any user complaints. For example, a user may complain that the MWI was on, but no voice messages were in the mailbox when the user logged on. The session information can tell the administrator why the MWI was turned on.

To access the session trace tool

From the Windows desktop, click Start → Programs → CallPilot → System Utilities → Session Trace Tool.

Result: The MCE Session Trace window appears.

To ﬁnd a session Step Action

Fromthe Session Type drop-down menu, choose the type of session. To display a list of all session types, select All Session Types.

Enter as much information in the search criteria boxes to identify the session you want to view. To display a list of all users for the selected Session Type, leave the search criteria boxes blank.

Click Search to initiate the search. a. If you did not enter any user information, a list of users matching

the Session Type appears at the bottom of the window. To select a user from the list, double-click the user name to display session type information.

b. If you selected All Session Types for a user, the session type

information appears to the right of the window.

Double-click the session type to display the session information. Result: The Session Type information appears at the bottom of

the window. The following example shows Call Answering session type information.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 71

System Monitor 71

Call answering session

—End—

System Monitor

The System Monitor consists of three tabs, as described in the following table.

System Monitor tabs

Tab Description

Channel Monitor Shows the status of all CallPilot services, multimedia

channels, and call channels (DS30X channels).

System Info Displays details about the CallPilot System, such as

features purchased, keycode, serial number, and CallPilot server IP addresses.

Legend/Help Provides a description of icons and terminology

displayed in the System Monitor window.

System Monitor is a nondestructive tool that does not alter the behavior of any CallPilot components.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 72

72 Chapter 7 Using CallPilot system utilities

To access the System Monitor

On the Windows desktop, click Start → Programs → CallPilot → System Utilities → System Monitor.

Result: The CallPilot System Monitor window appears. By default, the Channel Monitor tab appears on top. Click the other tabs to view the information on those tabs.

Channel Monitor tab

The following is an example of the Channel Monitor tab when connected to an Meridian 1*

Channel Monitor with M1.

The following is an example of the Channel Monitor tab when connected to a T1/SMDI.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 73

System Monitor 73

channel Monitor with T1/SMDI

CallPilot services

The Service Name pane shows the status of services from a CallPilot perspective. The status shown in the Windows Services Control Panel may state that a service is running, but it may not actually be fully running or in service from a CallPilot perspective. Refer to the System Monitor tool Channel Monitor tab for the true status.

The services listed under Service Name should be either running or in full service when CallPilot is functioning optimally. If any CallPilot services are stopped, investigate the cause of this. Call Nortel technical support for assistance.

Note: While any stopped services should be investigated, some services are not critical. CallPilot may continue to handle call processing even with some services stopped.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 74

74 Chapter 7 Using CallPilot system utilities

The critical services that are required for basic CallPilot call answering are listed in the following table. For your reference, the equivalent names as they appear in the Windows Control Panel are also listed.

CallPilot System Monitor

Windows Control Panel equivalent

CTMS Service CTMS Server Telephony (TAPI) Telephony Service MCE SLEE CallPilot SLEE Service MCE Notification CallPilot MWI Service MAS Notification CallPilot Notification Service MAS CCR CallPilot Call Channel Router MAS BCR CallPilot Blue Call Router SQL Anywhere Adaptive Server Anywhere -

%ComputerName%_SQLANY MAS MltmediaCache CallPilot Multimedia Cache MAS MltmediaVol1 CallPilot Multimedia Volume 1 MAS MltmediaVol102 (TRP only) CallPilot Multimedia Volume 102 (TRP

only) MAS MltmediaVol103 (TRP only) CallPilot Multimedia Volume 103 (TRP

only) MAS Rsrc. Pckg. 1 CallPilot Resource Package1

DSPs

In the DSP pane, each DSP is represented in a separate row. Each box in the row is one DSP channel or multimedia channel. Click the Legend/Help tab to view descriptions of the multimedia channel icons.

For tower and rackmount CallPilot servers, DSPs reside in MPB96 and MPB16-4 boards and MPC-8 cards. For 1002rp servers, DSPs are distributed as follows:

•

MPB96 board has 12 DSP sections embedded on board

•

One MPB16-4 board consists of two embedded DSPs and up to four MPC-8 cards.

•

Each MPC-8 card contains a single DSP.

DS30X links

In the DS30X link pane, each DS30 row represents a separate DS30X link (also referred to as a DS30 link). Each box in the row represents one DS30X channel.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 75

System Monitor 75

The DS30X links connect the CallPilot server to the MGate card (NTRB18CA) in the Meridian 1 switch or Communication Server 1000* system.

For the 1002rp server, the DS30X link to the switch is supported by the connection of the server to the switch backplane.

T1 Links

In the T1 link pane, each row represents a T1 link. Each box in the row represents one DS0 channel.

The T1 links connect the Callpilot Server to a Line Side T1 card on the SL100 or to a Channel Bank on the DMS-100* switch.

System Info tab

"System info tab" (page 75) shows an example of the System Info tab.

System info tab

The numbered items provide information about the features purchased. Information about the underlying operating system is provided in the top right corner, including the server IP addresses.

PEP information and conﬁgured Service DNs are listed in the bottom part of the window.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 76

76 Chapter 7 Using CallPilot system utilities

Legend/Help tab

"Legend/Help tab" (page 76) shows an example of the Legend/Help tab.

Consult this window for descriptions of the icons found in the Channel Monitor tab.

Legend/Help tab

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 77

Chapter 8 Replacing basic chassis components

In this chapter

"Removing the front bezel and server cover" (page 77) "Replacing air ﬁlters" (page 80) "Replacing the power supply" (page 81) "Replacing the SCA SCSI drive cage and fused power cable" (page 84) "Replacing the cooling fan" (page 88) "Replacing the fuse (AC system only)" (page 91) "Replacing the alarm board" (page 93) "Setting jumpers on the alarm board" (page 94) "Replacing the status display panel" (page 96)

Removing the front bezel and server cover

If the maintenance task requires replacing front panel components, you must remove the front bezel. The exception is the hard drives, which can be accessed by simply unlocking and opening the front bezel doors.

If you require access to the server interior, remove both the front bezel and the server cover.

Requirements

Before you remove the front bezel and server cover, gather the following tools:

•

the customer’s chassis keys for the front bezel doors

• a ﬂat-blade screwdriver

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 78

78 Chapter 8 Replacing basic chassis components

•

an antistatic wrist strap

About the front bezel doors

Two locked doors on the front of the server cover the front panel, including the CD-ROM drive and tape drive.

These doors are part of the front bezel. You must unlock the front panel doors before you can remove the front bezel.

To remove the front bezel

CAUTION

Risk of equipment damage

Do not attempt to move or lift the server before you have removed the front bezel. If the front bezel is attached, the server can disengage from the front bezel and fall.

Front bezel removed

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 79

Removing the front bezel and server cover 79

Step Action 1

Unlock and open the double doors of the front bezel. See A in "Front

bezel removed" (page 78).

Firmly grasp the front bezel by the hand-holds on either side of the chassis, and pull the front bezel from the chassis. See B in "Front

bezel removed" (page 78).

—End—

To remove the server cover

Step Action

DANGER

Risk of electric shock

High current inside the chassis can cause severe injury.

CAUTION

Risk of equipment damage

Take precautions to protect internal components. Electrostatic discharge (ESD) can damage boards and make them unusable. Wear an ESD wrist strap.

Remove the front bezel.

Power down the server and disconnect all power cords.

Loosen the three thumbscrews at the rear of the top cover.

Remove the server cover by pulling the cover toward the rear of the chassis, and then lifting it up and off.

Clip the lead from your ESD wrist strap to an unpainted metal section of the chassis.

—End—

To replace the front bezel after maintenance is complete

When the CallPilot server maintenance is complete, replace the front bezel.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 80

80 Chapter 8 Replacing basic chassis components

Front bezel replaced

Step Action 1

Align the front bezel with the ball studs located at each faceplate corner.

Apply pressure evenly until the bezel snaps onto each ball stud.

Close and lock the double doors of the front bezel.

—End—

Replacing air ﬁlters

To ensure your server cools and functions properly, remove and clean air ﬁlters every six months in clean environments and every three months in industrial or dirty environments. If they appear to be damaged or become inefﬁcient, replace the ﬁlters. There are four air ﬁlters on the 1002rp

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 81

Replacing the power supply 81

server—one inside each of the two doors of the front bezel, and two on the top half of the front bezel. They are made of polyester foam material and are ﬂame retardant.

Requirements

You require the customer’s chassis keys for the front bezel.

To replace the front bezel air ﬁlter

Step Action 1

Remove the front bezel from the chassis. See "To remove the front

bezel" (page 78).

Pull the ﬁlters away from the Velcro strips that secure them to the bezel.

Replace the ﬁlter by seating the new ﬁlter pads evenly over the Velcro strips and securing them.

Install and lock the front bezel on the chassis.

—End—

To replace the door air ﬁlter

Step Action 1

Unlock and open the front doors.

The air ﬁlter is trapped between the inside of the door and the wire. The wire pivots near the key lock. Pull the wire away from the key lock to free the air ﬁlter.

Remove and replace the air ﬁlter.

Pivot the wire to trap the ﬁlter, ensuring that the ends of the wires are pinched inside the door.

Close and lock the doors.

—End—

Replacing the power supply

The power supply is hot-swappable. This means that you can replace the power supply without powering down the server.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 82

82 Chapter 8 Replacing basic chassis components

Requirements

Before you hot-swap a power supply, gather the following tools:

•

one ﬂat-blade screwdriver

•

one Phillips screwdriver

•

one antistatic wrist strap

•

the replacement power supply

When to hot-swap the power supply

A green LED indicates that the power supply is working properly. If the green LED on the power supply module is unlit or red, the module is failing or has failed. Other indicators of failure are the alarm that sounds and the power supply module LED on the status display that turns red.

To hot-swap a power supply

Step Action

DANGER

Risk of electric shock

High current inside the chassis can cause severe injury.

Loosen the thumbscrews at the top right and left of the failed power supply module (see A in the following diagram).

If needed, use a ﬂat-blade screwdriver. The thumbscrew must rotate freely and not contact the chassis threads.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 83

Replacing the power supply 83

Grasp the molded horizontal handles on the power supply module and pull the power supply module free from the chassis (see B in the preceding diagram).

Align the replacement module with the empty chassis bay.

Slide the replacement power supply module into the bay until the module is secured by its connector. Use some force, if necessary.

Secure the power supply module to the chassis with two thumbscrews at the corners of the power supply faceplate.

Result: The power supply LED illuminates green.

Note: If the LED does not illuminate, remove and reinstall the power supply with more force. If this does not work, contact your Nortel customer support representative.

—End—

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 84

84 Chapter 8 Replacing basic chassis components

Replacing the SCA SCSI drive cage and fused power cable

Due to the potential of an over-current condition, Nortel provides a retroﬁt SCSI power cable kit for the N0029330 power cable. The kit comprises an improved SCSI power cable, product label, and retroﬁt procedure.

The cable kit part number for all locations, except EMEA, is FR029367.At EMEA locations, use part number N0029367.

•

Only qualiﬁed ﬁeld technicians who are familiar with CallPilot and RAID should attempt this procedure.

•

A full-system backup and RAID drive consistency check must be performed prior to replacing the SCSI power cable. These can both be performed while the server is online.

•

If at any step in the procedure, the result is not as indicated, stop and contact your next level of support for assistance before continuing.

To replace the SCSI power cable

Step Action 1

Log into the CallPilot server.

Launch the MegaRAID client to check the status of the RAID sub-system:

a. Click Start → Programs → MegaRAID Client. b. Open the Server Selection window. c. Select Access Mode → Full Access and click OK.

Result: The MegaRAID Power Console Plus window appears.

MegaRAID Power Console Plus

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 85

Replacing the SCA SCSI drive cage and fused power cable 85

Open the Physical Devices window and check the drive pair settings. The table below shows the correct settings.

Drive pair settings

LED No

Channel-1

LED No

Channel-2

ONLIN A01-01

ONLIN A01-02

ONLIN A02-01

ONLIN A02-02

ONLIN A03-01

ONLIN A03-02

Note: If your settings do not match those in the table, stop and contact your next level of support for assistance before continuing.

Check that all drives are marked in green and Online.

Note: If they are not all online, stop and contact your next level of support for assistance before continuing.

Check the RAID drive consistency: a. Select Check Consistency.

Result: The Logical Drives Conﬁgured dialog box appears. b. Use the arrow key to highlight the ﬁrst drive to be checked. c. Press the space key to select the drive. d. Press F10 to check consistency.

Result: The Do you wish to continue? dialog box appears. e. Click Ok.

Result: The consistency check begins and a status dialog box

appears. f. Repeat steps c to e for each drive until all three drives have

been checked for consistency. This may take up to 2 hours to

complete. If any data consistency errors are detected, they are

corrected automatically.

Perform a full-system backup of the CallPilot server (either to tape or ﬁle server).

Review the backup logs to verify success.

Perform a controlled shutdown of the CallPilot software: a. Click Ctrl+Alt+Delete and select Shutdown from the Windows

Security window.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 86

86 Chapter 8 Replacing basic chassis components

Result: The Shutdown Computer dialog box appears.

b. Select Shutdown.

Result: The CallPilot server turns off.

9 Remove power from the system by disconnecting the AC or DC

mains.

Remove the bezel cover from the front of the chassis using the four snaps located at each corner.

Bezel cover on chassis front

Remove the 4 Phillips-head screws from each corner of the SCSI disk-drive cage

Chassis front with bezel removed.

12 Carefully remove the SCSI drive cage from the chassis to provide

access to the internal cable assemblies.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 87

Replacing the SCA SCSI drive cage and fused power cable 87

SCSI drive cage attached to chassis

Note: An arrow points to the SCSI power cable in the picture

above.

Unplug the original power cable from the SCA backplane and from the T board inside the chassis. The power cable is schematically shown in "SCSI power cable attached to T board" (page 87).

SCSI power cable attached to T board

Note: Leave all other cable assemblies connected. Do not

damage or disconnect other components on the SCA backplane.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 88

88 Chapter 8 Replacing basic chassis components

Replace the original SCSI power cable with the new cable. Securely attach it to both the SCA backplane and the T board inside the chassis.

Reinstall the SCSI drive cage into the bay and screw it into place. Torque the screws at 6 to 8 inch lbs.

Afﬁx a revised product label above the existing labels on the left rear of the chassis.

Product label location on chassis

17 Replace the bezel cover on the front of the chassis. 18

Reconnect the AC or DC mains power.

Reboot the CallPilot server and bring it into full service.

—End—

Replacing the cooling fan

The cooling fan is hot-swappable, so you can replace the cooling fan without powering down the server.

When to hot-swap the cooling fan

When the LED associated with a cooling fan turns red, the fan requires replacement.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 89

Replacing the cooling fan 89

CAUTION

Risk of equipment damage

Use an ESD wrist strap to protect static-sensitive components.

To hot-swap a cooling fan

Step Action 1

Remove the front bezel.

Use the front panel display LED to locate the defective fan.

Loosen the thumbscrew located on the outside of the failed cooling fan module (see A "Cooling fan thumbscrew" (page 90)).

If needed, use a ﬂat-blade screwdriver. The thumbscrew must rotate freely and not contact the chassis threads.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 90

90 Chapter 8 Replacing basic chassis components

Cooling fan thumbscrew

Unseat the cooling fan module by sliding the module horizontally away from the display and toward the rack rail (see B in the diagram).

Result: The module power connector unseats from the power connector located behind the display and LEDs.

Slide the failed cooling fan module out of the chassis (see C in the diagram).

Align the replacement cooling fan module tabs with the four support slots on the chassis.

Ensure that the module is oriented with the thumbscrew, and insert the tabs into the supporting slots of the chassis.

Slide the cooling fan module toward the front panel display and into position.

Result: The fan module connects with slight resistance. The fans rotate and pull air into the chassis. The cooling fan LED goes out.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 91

Replacing the fuse (AC system only) 91

Tighten the module thumbscrew and replace the front bezel.

—End—

Replacing the fuse (AC system only)

The fuse is located below the power input socket on the rear panel. When the server fuse blows, the server stops operating.

CAUTION

Risk of equipment damage and personal injury

Disconnect power from the server before replacing a fuse.

Requirements

You require the following:

•

an approved fuse for replacement Two different types of fuses exist: one for North America, and one for

international use. Ensure that the fuse you are replacing has been approved by Nortel for your region.

•

a ﬂat-blade screwdriver

To replace the fuse

Step Action 1

Power off the server.

Unplug the power cable from the wall outlet.

Unplug the power cable from the power input socket on the server.

Unscrew the fuse receptacle (see A in "Fuse receptacle" (page 92)).

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 92

92 Chapter 8 Replacing basic chassis components

Fuse receptacle

Slide the fuse receptacle out of the fuse chamber.

Note: Observe how the blown fuse is positioned in the

receptacle.

Remove the blown fuse from the fuse receptacle.

7 Install the approved replacement fuse. Use a ﬂat-blade screwdriver

to screw in the fuse receptacle with a push and 1/4 clockwise turn.

Slide the fuse receptacle back into its chamber.

Fasten the fuse receptacle with a ﬂat-blade screwdriver.

Plug the power cable back into the power input socket on the server.

Plug the power cable into the wall outlet.

Power on the server.

—End—

ATTENTION

If the fuse blows after replacement, swap one power supply module with the other. If this does not work, call your Nortel customer support representative.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 93

Replacing the alarm board 93

Replacing the alarm board

The 1002rp server alarm board and status panel are used to monitor and indicate the server status. The basic hardware check on page "Basic

hardware check" (page 17) fails if the board is defective or damaged. When

these units are damaged, replace them immediately.

CAUTION

Risk of equipment damage

Take precautions to protect computer boards. ESD can damage boards and make them unusable. Wear an ESD wrist strap.

Requirements

Before replacing the alarm board or panel display, gather the following tools:

•

a Phillips screwdriver

•

an antistatic wrist strap

•

the replacement components

To replace the alarm board

Step Action 1

Power off the server.

Loosen the two thumbscrews securing the faceplate to the left of the 1002rp server power supply modules (see A in "Alarm board

carrier" (page 94)).

If needed, use a ﬂat-blade screwdriver. The thumbscrew must rotate freely and not contact the chassis threads.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 94

94 Chapter 8 Replacing basic chassis components

Alarm board carrier

Pull the carrier free from the chassis (see B in "Alarm board carrier"

(page 94)).

The alarm board is secured to the carrier by two Phillips-head screws. Remove the defective alarm board from the carrier.

Secure the replacement alarm board to the carrier using two Phillips-head screws.

Align the carrier with the chassis and slide the board into the chassis.

Note: The card encounters some resistance as it meets the

connector.

Tighten the thumbscrews to secure the faceplate to the chassis.

—End—

Setting jumpers on the alarm board

The jumpers on the alarm board enable or disable sensing and display functions. This section describes the features that are enabled or disabled by setting jumpers on the alarm board.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 95

Setting jumpers on the alarm board 95

The default and recommended setting is to have only JP3 jumpered (see

"Jumpers on alarm board" (page 95)). This setting enables normal sensing

and LED display.

Jumpers on alarm board

Jumper descriptions

JP6 - do not change

Leave the jumper installed on JP6.

JP5 - Disarming no power in the bottom bay

If you are operating with one power supply, you can disable sensing of no power from the bottom power supply. To do this, install a jumper on jumper block 1, JP5.

Ensure that the functioning power supply is installed in the upper power bay.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 96

96 Chapter 8 Replacing basic chassis components

JP4

Not used.

JP3 - LED display

Install a jumper on jumper block 1, JP3, to conﬁgure the alarm board to send alarm signals to the full array of LEDs. This is the default setting and the required setting for normal server operation.

If this jumper is not installed over both pins, the alarm board does not send the correct format of signals to the front panel display.

Replacing the status display panel

The display is located at the front of the chassis and is cabled to the rear of the chassis and the alarm board.

To replace the status display panel

Step Action

CAUTION

Risk of equipment damage

Use an ESD wrist strap to protect static-sensitive components.

Power off the server.

Remove the top cover and the front bezel from the chassis.

Removethe cooling fans (see "Replacing the cooling fan" (page 88)). The cooling fans block the access to the status panel.

4 Loosen the four Phillips-head screws that secure the status display

panel to the front of the chassis (see A in "Status display panel."

(page 97))

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 97

Replacing the status display panel 97

Status display panel.

Label and remove the 40-pin ﬂat cable from the back of the status display panel.

Move the defective status display panel towards the back of the chassis, and then lift it out of the chassis (see B and C in the diagram).

Set the replacement status display panel into position, and secure it to the chassis by replacing the Phillips-head screws.

8 Reconnect the cable. 9

Replace the top cover and front bezel.

—End—

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 98

98 Chapter 8 Replacing basic chassis components

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 99

Chapter 9 Replacing media drives

In this chapter

"Replacing a faulty hard drive" (page 99) "About the media drive bay" (page 103) "Removing the media drive carrier from the chassis" (page 103) "Replacing a tape, CD-ROM or ﬂoppy drive" (page 106) "Installing a tape drive" (page 108)

Replacing a faulty hard drive

The hard drives are hot-swappable. This means that you can replace a faulty hard drive without powering down the server.

ATTENTION

Replacement hard drives must be the same size or larger than the hard drives being replaced

When to hot-swap hard drives

With a RAID controller, hot-swap device drivers, and operating system support, faulty SCA SCSI hard drives can be hot-swapped on the 1002rp server.

Note: Identify which hard drive to remove using the Windows Event Viewer (see "Viewing event logs" (page 23)). The appearance of event codes such as 40211(disk access error) or 40218 (error reading or writing multimedia volume) may be an indication of a failing disk drive.

Use the RAID management software to check if any drives are in a failed state.

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Page 100

100 Chapter 9 Replacing media drives

The following image shows a failed drive highlighted in red with the corresponding logical drive highlighted in yellow (degraded mode)

Failed hard drive displayed in red

RAID SCSI hard drive conﬁguration

"RAID SCSI hard drive conﬁgurations" (page 100) shows proper SCSI drive

bay, channel, and ID conﬁgurations in the hot-swappable drive bay. The SCSI backplane assigns the SCSI IDs as shown.

RAID SCSI hard drive conﬁgurations

Hard drive bay

SCSI channel SCSI ID Logical drive label

1 (far left)

A01-01 (primary hard drive)

201

A02-01 (primary hard drive)

302

A03-01 (primary hard drive)

410

A01-02 (secondary hard drive)

a. RAID pairs (logical drives) consist of the following pairs: hard drives 1 and 4,2 and 5, and 3 and 6. these pairs are represented in the software with the lables A01-01 and A01-02, A02-01 and A02-02, and A03-02, A03-02 where the first number is the logical drive number (for example, A03) and the second number indicates if it is the primary or secondary hard drive (01 for primary and 02 for secondary)

Nortel CallPilot

1002rp Server Maintenance and Diagnostics

NN44200-701 01.02 Standard

5.0 4 April 2007

Nortel CallPilot, CallPilot 1002rp User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual