Nortel CallPilot, CallPilot 1005r User Manual

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Nortel CallPilot

1005r Server Maintenance and Diagnostics

NN44200-704

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Document status: Standard Document version: 01.06 Document date: 19 July 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, the Nortel 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, Succession, Supernode, Symposium, 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.

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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, 600r, 703t, and 1002rp:

Japan VCCI statement

The following applies to server models 600r, 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.

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Publication History

July 2007

CallPilot 5.0, Standard 01.06 of the 1005r Server Maintenance and Diagnostics guide is updated as per CR - Q01665596-01.

April 2007

CallPilot 5.0, Standard 01.05 of the 1005r Server Maintenance and Diagnostics guide is issued for general release.

April 2007

CallPilot 5.0, Standard 01.04 of the 1005r Server Maintenance and Diagnostics guide is issued for general release.

April 2007

CallPilot 5.0, Standard 01.03 of the 1005r Server Maintenance and Diagnostics guide is issued for general release. Changed the precaution

note for replacement hard drive size.

March 2007

CallPilot 5.0, Standard 01.02 of the 1005r Server Maintenance and Diagnostics guide is issued for general release.

March 2007

CallPilot 5.0, Standard 01.01 of the 1005r Server Maintenance and Diagnostics guide is issued for general release.

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6 Publication History

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Contents

Chapter 1 How to get help 9 Chapter 2 Outlining maintenance and diagnostics activities 11

1005r server features 11 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 19 Interpreting BIOS error messages 21 When a processor in the 1005r server is disabled 23 What to do when the server fails to boot into service 24 Interpreting hard drive LEDs 25 Performing a hardware shutdown 25

Chapter 4 Using Windows online diagnostic tools 27

Overview 27 Viewing event logs 27 Using TCP/IP diagnostic tools 31 Using the chkdsk utility 38

Chapter 5 Monitoring server hardware 41

ISM overview 41

Chapter 6 Monitoring multimedia hardware 43

Understanding fault management 43 Alarm Monitor 45 Event Browser 46 Channel and Multimedia Monitors 48 The Maintenance screen 48 Viewing component states 51 Starting and stopping components 53 Running integrated diagnostics 55 Viewing the last diagnostics result 57 Working with the Multimedia Monitor 58

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8 Contents

Working with the Channel Monitor 60

Chapter 7 Using CallPilot system utilities 63

Overview 63 Diagnostics Tool 64 PEP Maintenance utility 65 Session Trace 66 CallPilot System Monitor 68

Chapter 8 Replacing basic chassis components 73

Removing and replacing the front bezel 73 Removing and replacing the server cover 75 Removing and replacing the processor air duct 76 Replacing the power supply 78 Replacing a hard drive 79 Replacing the four-fan assembly 82 Replacing the dual NIC card 84 Replacing the DVD combo drive 89 Replacing memory DIMMs 91 Replacing the software feature key 93

Chapter 9 RAID operations 95

Outlining RAID functions 95 Verifying the RAID ﬁrmware 96 Conﬁguring RAID using LSI320-1 controller and Ctrl+M 98 Verifying consistency on the drives 101 RAID splitting 102 Replacing the RAID card 105

Chapter 10 Replacing or adding voice processing boards 111

M1/CS1000 switch connectivity 111 Locating the voice processing boards 112 DSP numbering and location 112 Replacing an MPB96 board 113 Upgrading to high capacity 121

Chapter 11 Maintaining the BIOS and system board ﬁrmware129

Conﬁguring the 1005r BIOS and ﬁrmware 129 BIOS settings 132 Using system event logs 134 Maintaining the onboard video and network cards 137

Index 138

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Chapter 1 How to get help

This chapter 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:

ww.nortel.com/support.

This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:

•

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 do not ﬁnd the information you require on the Nortel Technical Support Web site, and you 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:

ww.nortel.com/callus.

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:

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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.

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Chapter 2 Outlining maintenance and diagnostics activities

In this chapter

"1005r server features" (page 11) "Maintenance and diagnostics overview" (page 13)

1005r server features

Note: To comply with the EU (European Union) RoHS directive, some of the part numbers now contain an E5 or E6 sufﬁx. For example, part number NTRH2014 is now NTRH2014E6. The part numbers in this guide do not contain a sufﬁx.

Front control panel and features

The following diagram shows the front view of the 1005r server chassis with the bezel cover removed. When the bezel cover is on, the DVD connections, controls, alarm LEDs, and status LEDs are visible. With the bezel cover removed, both hard drives, the peripheral DVD/CD/CDRW drive, the antistatic connection, and the front serial port are accessible.

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Front panel controls

Label

Control or feature

Label

Control or feature

A Power switch L HDD1 activity B Reset switch M HDD0 activity C Critical alarm LED N DVD/CD/CDRW LED and

eject button

D Major alarm LED O Front connection to comm 2

serial port E Minor alarm LED P USB 2 F Power alarm LED Q Electrostatic discharge

(ESD) connection G NMI switch (not used) R Hard drive 1 pull handle H ID switch S Hard drive 1 release lever I ID LED T Hard drive 0 pull handle J NIC activity LED U Hard drive 0 release lever K Status LED

Back panel controls and features

The following diagram shows the back panel controls. The features on the right are the AC power supply banks. The PCI card brackets are in the middle of the back panel while the connectors and ports are along the bottom and left side.

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Maintenance and diagnostics overview 13

Back panel controls and features

Label

Control or feature

Label

Control or feature

A DB15 Telco alarm connector

(not used)

G Rear connection to comm

2 serial port

B1 PCI low-profile card #1

bracket

H RJ45 NIC 1 connector

B2 PCI card #2 dual NIC

for High Availability (HA) configuration. For more information about HA, see High Availability:

Installation and Configuration

(NN44200-311).

I RJ45 NIC 2 connector

B3 PCI card #3 dual NIC for

HA configuration. For more information about HA, see High Availability:

Installation and Configuration

(NN44200-311).

J Video connector

C PCI full-size card brackets.

Numbered (1, 2, 3) from top to bottom.

K USB 1

D Power supply 1 L USB 0 E Power supply 2 M Server management LAN

port

F PS/2 mouse and keyboard

connectors

N External SCSI tape drive

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)

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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 the necessary safety procedures.

If you cannot resolve your system problems with the resources described in this guide, you can also refer to the Troubleshooting Reference Guide (NN44200-700).

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

ww.nortel.com/pic.

For information about restarting, shutting down, and powering up the CallPilot server, see the Installation and Conﬁguration Task List (NN44200-306). You can be asked to perform one or more of these tasks while maintaining your server.

Your CallPilot server comes 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.

Note: If you load the ﬁrmware on the server, both power supplies and hard drives must be connected and the hard drives must be online. If a failure occurs on any of these components it is not reported by the server LEDs or by ISM.

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 1005r Server Hardware Installation (NN44200-308) guide for the following information:

•

required tools and equipment

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Maintenance and diagnostics overview 15

•

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

Reference documents

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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 19) "Interpreting BIOS error messages" (page 21) "What to do when the server fails to boot into service" (page 24) "Interpreting hard drive LEDs" (page 25) "Performing a hardware shutdown" (page 25)

Startup diagnostics overview

This section contains procedures for interpreting the startup diagnostics on the 1005r server.

Types of startup diagnostics

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

•

basic hardware check (front panel LEDs)

•

Power-On Self-Test (POST) diagnostics

•

SCSI hard drive controller diagnostics or RAID controller diagnostics

These diagnostics are available at initial system startup or after any 1005r server reset.

Basic hardware check

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

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To run the startup test

Step Action 1

Ensure the system is powered down and the AC cords are disconnected. Wait 5 seconds before applying power again.

Apply AC power to the server by plugging in the ﬁrst AC cord then the second AC cord. Observe the front panel display.

1005r front panel.

Result: All the alarm LEDs on the front panel illuminate for a fraction

of a second.

Note 1: The back panel LEDs on each power supply start blinking green when AC power is applied and turn solid green after a few seconds. When AC power is removed from one power supply, the LED turn amber. If there is a hardware problem with the supply or it is not functioning properly, the power supply LED is red.

Note 2: Refer to "Front control panel and features" (page 11) for details of the front panel.

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Power-On Self-Test diagnostics 19

Check that all the alarm LEDs (C to F) are illuminated amber for a few seconds. If not, refer to the following table for functional descriptions of fault LEDs.

Alarm fault LEDs

LED Functional description

CRT A critical system fault is an error or event with a fatal system

impact. The system cannot continue to operate.

MJR A major system fault is an error or event with a discernible

impact on system operation. The system can continue to operate but with reduced performance or features.

MNR A minor system fault is an error or event with little impact on

system operation. The system continues to operate.

PWR Apower supply fault indicates that one of the power supplies

is not providing power. The MJR LED is also lit.

Boot the server by pressing the power button on the front of the CallPilot 1005r server.

Observe the following server actions:

•

The hard drives (R and T) spin up, and the amber hard drive activity LEDs on the front panel display (HDD0 and HDD1) extinguish, and then ﬂash with activity.

• The DVD combo LED illuminates temporarily as the system checks the DVD combo drive (N).

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

For more information about POST, see "Power-On Self-Test

diagnostics" (page 19).

—End—

Power-On Self-Test diagnostics

The Power-On Self-Test (POST) is a system diagnostic program (stored in the BIOS (Basic Input/Output)) that runs each time the 1005r server starts. The function of the POST is to test system components and display status messages.

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To run the POST

Step Action 1

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

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

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

If the server halts before the POST is ﬁnished, the server emits a beep code indicating that a fatal system error requires immediate attention. For more information, see "Interpreting POST diagnostics"

(page 20).

If the 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, the 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.

ATTENTION

If your system emits POST beep codes, record the beep code sequence and then call Nortel technical support before attempting to correct the problem. Ensure you have the required system information. Some POST beep codes are fatal and can require that you replace the server.

POST beep codes

Beep count Description

1, 2, or 3

Memory error.

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Interpreting BIOS error messages 21

Beep count Description

4–7or9–11

A fatal error indicates a possible serious system problem occurred.

A problem with the onboard video card occurred indicating a fault on the server board.

Interpreting BIOS error messages

When a recoverable error occurs during the POST, an error message appears describing the problem.

ATTENTION

If BIOS error messages appear, record the error messages and then call Nortel technical support before attempting to correct the problem.

BIOS error messages

BIOS error messages appear on the video monitor. Refer to the following table for a description of the messages.

BIOS error messages

Error message Description

GA20 Error An error occurred with Gate A20 when

switching to protected mode during the memory test.

Pri Master HDD Error

Pri Slave HDD Error

Sec Master HDD Error

Sec Slave HDD Error

Could not read sector from corresponding drive.

ATAPI Incompatible Drive

•

Pri Master Drive

•

Pri Slave Drive

•

Sec Master Drive

•

Sec Slave Drive

The corresponding drive is not an ATAPI (Advanced Technology Attachment Packet Interface) device. Run Setup to make sure the device is selected correctly.

A: Drive Error No response from the disk drive. CMOS Battery Low The battery is losing power. Replace

the battery soon.

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Error message Description

CMOS Display Type Wrong The display type is different from that

stored in CMOS. Check Setup to make sure the type is correct

CMOS Checksum Bad The CMOS checksum is incorrect.

CMOS memory can be corrupted. Run Setup to reset the values.

CMOS Settings Wrong The CMOS values are not the same

as the last boot. Either these values are corrupted or the battery failed.

CMOS Date/Time Not Set The time or date values stored in

CMOS are invalid. Run Setup to set the correct values.

DMA Error An error occurred during the

read/write test of the DMA (Direct Memory Access) controller.

FDC Failure An FDC Failure error occurred while

trying to access the diskette drive controller.

HDC Failure An error occurred trying to access the

hard disk controller.

Checking NVRAM.... The NVRAM (Non-Volatile Random

Access Memory) is being checked to see if it is valid.

Update OK! The NVRAM is invalid and has been

updated.

Updated Failed The NVRAM is invalid and cannot be

updated.

Keyboard Error An error in the keyboard connection.

Make sure the keyboard is connected

properly. KB/Interface Error The keyboard interface test failed. Memory Size Decreased The memory size has decreased since

the last boot. If you have not removed

any memory, then the memory can be

faulty. Memory Size Increased The memory size has increased since

the last boot. If you have not added

any memory, there is a problem with

the system.

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When a processor in the 1005r server is disabled 23

Error message Description

Memory Size Changed The memory size has changed since

the last boot. If you did not add or

remove any memory, then the memory

can be faulty. No Boot Device Available. The system did not find a device to

boot from. Off Board Parity Error A parity error occurred on an offboard

card. This error is followed by the card

address. On Board Parity Error A parity error occurred in onboard

memory. This error is followed by the

card address. Parity Error A parity error occurred in onboard

memory at an unknown address. NVRAM / CMOS / PASSWORD

cleared by Jumper

NVRAM, CMOS, and passwords have

been cleared. Power the system down

and remove the jumper. <CTRL_N> Pressed The CMOS is ignored and NVRAM is

cleared. You must enter Setup.

When a processor in the 1005r server is disabled

In some cases, where the server is recovering from the system error, you may see two red lines appearing at the bottom of the screen.

To clear system error message from the log

Step Action 1

Reboot the system.

Press F2 so that the system boots into the BIOS.

Set Re-test to Enabled in the BIOS under Advanced Processor Conﬁguration > Processor.

Exit BIOS and power down.

Disconnect both power cords for about 1 minute to allow complete reset of the ﬁrmware module.

Re-connect the power cords.

Power on the system.

Boot into service.

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—End—

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 fails to boot to Windows

Step Action

If CallPilot fails to boot to Windows, follow these steps:

Make a note of any diagnostic codes.

Press the power switch to restart the server.

View the diagnostic codes for failures during the boot sequence.

Retrieve the system event log. Refer to "To save system event logs

to a USB media drive" (page 136).

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 CallPilot fails to come into service

Step Action

If CallPilot fails to come into service, follow these steps:

Make a note of any diagnostic codes.

Press the power switch to restart the server.

View the diagnostic codes for failures during the boot sequence.

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

27).

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—

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Performing a hardware shutdown 25

Interpreting hard drive LEDs

Refer to L and M in "1005r front panel." (page 18) for the location of the hard drive LEDs for drive 0 and drive 1.

LED color Hard drive status

Green/blinking green Normal Amber Critical but recoverable condition.

Often during a controlled condition

such as a RAID split. Red Failure. This LED color is a major

event, and the server must be

attended to immediately.

Performing a hardware shutdown

If you cannot shut the server down using Windows, press the power switch on the front panel and hold it in for more than 1 second. The server saves all system data and then powers off.

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Chapter 4 Using Windows online diagnostic tools

In this chapter

"Overview" (page 27) "Viewing event logs" (page 27) "Using TCP/IP diagnostic tools" (page 31) "Using the chkdsk utility" (page 38)

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

If one or more messages appear on the monitor during the server startup cycle, use the following diagnostic tools to determine what event or fault occurred.

•

Hardware system event log

•

Windows Event Viewer on the 1005r server

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•

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

events to help you 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.

You can view the Hardware system event log from ISM, or by booting from the CallPilot image DVD and selecting the system event log from the menu.

If the server does not boot up, use the Nortel CallPilot Image Utilities on the DVD to view system event logs. Refer to "Using system event logs"

(page 134).

Types of Windows 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 to users with Administrative access.

Application 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.

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Viewing event logs 29

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 the System log.

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System log

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

Look for error codes ﬂagged with or that have occurred since the last startup.

Note: Each error is date- and time-stamped. indicates major or critical errors. indicates minor errors, and indicates information.

Double-click an error to determine the cause of the error. Result: An Event Properties dialog box appears detailing the

description of the error. 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.

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Using TCP/IP diagnostic tools 31

Click OK. Result: The Event Properties dialog box disappears.

Click File > Exit. Result: The Event Viewer closes.

—End—

Using TCP/IP diagnostic tools

This section describes the following TCP/IP diagnostic tools that 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.

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To run the ipconﬁg command from Windows Step Action

Click Start > Programs > Accessories > Command Prompt. Result: The Command Prompt dialog box appears.

Type ipconfig <parameters>.

Example: ipconﬁg /all

3 Press Enter.

Result: The system runs the ipconﬁg utility.

Type Exit to exit the Command Prompt dialog box 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.

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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 dialog box appears.

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.

Type Exit to exit the Command Prompt dialog box 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 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.

Tracert syntax

The tracert command uses the following syntax:

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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 host

names.

-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 dialog box appears.

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 dialog box 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).

ARP command syntax

The ARP command uses the following syntax:

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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 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 can 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 dialog box appears.

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 dialog box and return to Windows.

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—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 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, and lists the

remote hosts by IP address.

-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

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Step Action 1

Click Start > Programs > Accessories > Command Prompt. Result: The Command Prompt dialog box appears.

2 Type nbtstat with the required parameters. 3

Press Enter.

Result: The system runs the nbtstat utility.

Type Exit to exit the Command Prompt dialog box 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 Re-displays selected statistics, pausing between each display.

Press Ctrl+C to stop re-displaying.

To run the netstat command from Windows

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Step Action 1

Click Start > Programs > Accessories > Command Prompt. Result: The Command Prompt dialog box appears.

2 Type netstat with the required parameters. 3

Press Enter.

Result: The system runs the netstat utility.

Type Exit to exit the Command Prompt dialog box 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 runs.

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 does 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.

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Using the chkdsk utility 39

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 dialog box appears.

Type chkdsk <drive letter:> (for example, chkdsk c:).

Press Enter.

Result: The system runs the chkdsk utility.

Type Exit to exit the Command Prompt dialog box and return to Windows.

—End—

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Chapter 5 Monitoring server hardware

In this chapter

"ISM overview" (page 41)

ISM overview

Intel Server Manager (ISM) is a server management tool installed on your 1005r server. Use ISM to monitor hardware health and server performance. Set up the following types of tasks using ISM:

•

Monitor the hardware sensors on the managed server.

•

Monitor the performance of the server using data collected from the operating system.

•

Receive alert messages when the sensor values are out of range, or when a performance threshold is reached.

Refer to the Help ﬁles in the ISM screen for more information.

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Chapter 6 Monitoring multimedia hardware

In this chapter

"Understanding fault management" (page 43) "Alarm Monitor" (page 45) "Event Browser" (page 46) "Channel and Multimedia Monitors" (page 48) "The Maintenance screen" (page 48) "Viewing component states" (page 51) "Starting and stopping components" (page 53) "Running integrated diagnostics" (page 55) "Viewing the last diagnostics result" (page 57) "Working with the Multimedia Monitor" (page 58) "Working with the Channel Monitor" (page 60)

Understanding fault management

Fault management is a subsystem within CallPilot that detects and notiﬁes you of potential or real hardware problems with the multimedia hardware. CallPilot monitors events in the multimedia hardware and raises an alarm when a fault occurs.

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 such as a faulty MPB96 card switching to disabled status.

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All events are reported to the fault management server. The fault management server lets the CallPilot server listen and respond to its clients. The interaction is called event processing and the server detects hardware faults in the multimedia hardware.

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

Note: The components in your system are based on your CallPilot server type and switch type. Disregard dependencies for components not in 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.

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.

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

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Alarm Monitor 45

Alarm Monitor

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

About alarms

•

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

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

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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, make a note of the event codes and continue the investigation by using the Event Browser (see "Event Browser" (page 46)).

—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.

About events

The Event Browser displays events that are 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 the latest 100 critical events.

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Event Browser 47

To investigate using the Event Browser

Step Action 1

Run CallPilot Manager and log on.

In CallPilot Manager, click System > Event Browser. Result: The Event Browser screen appears.

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

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

View the description and recovery action.

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

If the solution to the problem is not apparent, contact your Nortel technical support representative.

Note: For information about how to use the Event Browser, see the CallPilot Manager online Help.

—End—

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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.

What the Maintenance screen provides

The Maintenance screen identiﬁes the server platform and switch connectivity type. It also provides a navigation 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 as your system.

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The Maintenance screen 49

Partially expanded tree for 1005r shows a partially expanded tree for the

1005r server.

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.

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Section

Description

Maintenance This section shows the state of the selected component. Use

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

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

•

"Viewing component states" (page 51)

•

"Starting and stopping components" (page 53)

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.

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

•

"Running integrated diagnostics" (page 55)

•

"Viewing the last diagnostics result" (page 57)

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 No No MPB96

board

Yes No Yes Yes

Time Switch No No No No DSPs (emb

edded MPB boards)

Yes No Yes No (embedded)

Multimedia channels

Yes Yes No No

Call channelsYes Yes No No

DS30X link Yes No No No

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Viewing component states 51

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.

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 started and 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 exists 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.

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State

Description

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.

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 on.

In CallPilot Manager, click Maintenance > Maintenance Admin. Result: The Maintenance screen appears.

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

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

Click the hardware component you want to work with. 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—

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Starting and stopping components 53

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. 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 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 after the component ﬁnishes processing the active calls.

•

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 you can start and stop

Only the following components can start and stop.

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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.

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 on.

In CallPilot Manager, click Maintenance > Maintenance Admin. Result: The Maintenance screen appears.

3 Click the plus sign (+) beside the CallPilot server to expand the

component tree.

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

5 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.

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Running integrated diagnostics 55

Button Description

Courtesy Stop

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

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).

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Before you begin

ATTENTION

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

"Starting and stopping components" (page 53).

Components with 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 No No Channels No No DS30X link (cable) No 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, you cannot run the diagnostic test because a prerequisite condition has not been met. If a diagnostic test fails, a message appears in a new browser window.

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.

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 53).

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Run CallPilot Manager and log on.

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 signs (+) until the component you want to work with is visible.

Click the hardware component for which you want to run diagnostics with.

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.

7 Scroll down to the Diagnostics section. 8

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 appears with the progress

and results of the diagnostics.

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

—End—

Viewing the last diagnostics result

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

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 53).

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Run CallPilot Manager and log on.

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 signs (+) until the component you want to work with is visible.

Click the hardware component for which you want to run diagnostics with.

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.

To view or work with multimedia channel states

Step Action 1

Run CallPilot Manager and log on.

In CallPilot Manager, click Maintenance > Multimedia Monitor.

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Result: The Multimedia Monitor screen appears, showing the

channels associated with each DSP.

Note: For an explanation of the channel states, see 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.

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 or Start as required. Result: If you click Courtesy Stop or Start, you are asked to conﬁrm

the Courtesy Stop or Start. Click OK. The selected channels change to off-duty or idle status, according

to the action you chose.

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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 on.

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.

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

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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 or Start as required. Result: If you click Courtesy Stop or Start, you are asked to conﬁrm

the Courtesy Stop or Start. Click OK. The selected channels change to off-duty or idle status, according

to the action you chose.

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

—End—

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Chapter 7 Using CallPilot system utilities

In this chapter

"Overview" (page 63) "Diagnostics Tool" (page 64) "PEP Maintenance utility" (page 65) "Session Trace" (page 66) "CallPilot System Monitor" (page 68)

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).

CallPilot 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 provided in the Services Control Panel.

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•

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

Accessing the system utilities

You can access all CallPilot utilities from the CallPilot server in the Start > Programs > CallPilot > System Utilities menu.

Diagnostics Tool

Use the Diagnostics Tool to enable or disable CallPilot startup diagnostics. CallPilot startup diagnostics automatically identify hardware problems that can 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

Step Action 1

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

Result: The Diagnostics Tool dialog box appears.

—End—

To enable startup diagnostics

Step Action 1

From the Diagnostics Tool dialog box, select Conﬁguration > Maintenance Startup Diag > Enable.

—End—

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To disable startup diagnostics

Step Action

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 can exist when the system and its services are started (for example, DSP, time switch, or Media Bus).

On the Diagnostics Tool dialog box, select Conﬁguration > Maintenance Startup Diag > Disable.

—End—

PEP Maintenance utility

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

To access the PEP Maintenance utility

Step Action 1

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

Result: The DMI Viewer dialog box appears.

—End—

To view a list of all installed PEPs

Step Action 1

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 appears in Notepad.

—End—

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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 to a mailbox

•

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

With the Session Trace information, an administrator or technician can study the state of a user’s mailbox and MWI to track user complaints. For example, a user can complain that the MWI is on, but no voice messages are in the mailbox when the user logs on. The session information can tell the administrator why the MWI is turned on.

To access the session trace tool

Step Action 1

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

Result: The MCE Session Trace dialog box appears.

—End—

To ﬁnd a session

Step Action 1

From the Session Type list, 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.

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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 in the right of the window.

4 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.

Call Answering session

—End—

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CallPilot 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.

To access the CallPilot System Monitor

Step Action 1

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 at the top. Click the other tabs to view the information on those tabs.

—End—

Channel Monitor tab

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

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Channel Monitor with M1

CallPilot services

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

The services listed under Service Name can 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 you can investigate any stopped services, some services are not critical. CallPilot can continue to handle call processing even with some services stopped.

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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 Server CTMS Server Telephony (TAPI) Telephony Services 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 MltmediaVol2 (TRP only) CallPilot Multimedia Volume 102 (TRP

only) MAS MltmediaVol3 (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.

Your 1005r server has either one or three MPB96 boards. Each MPB96 board has 12 DSP sections embedded on the board.

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.

The DS30X links connect the CallPilot server to the MGate card in the Meridian 1 switch or Communication Server 1000 system. The DS30X link to the switch is supported by the connection of the server to the switch backplane.

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ATTENTION

You must connect the DS30X-1 cable to an MGate card to receive the clock source for the MPB96 board. Failure to connect the DS30X-1 cable to an MGate card can result in noise interference on the remaining voice channels.

System Info tab

"System Info tab" (page 71) 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 appears in the top right corner, including the server IP addresses.

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

Legend/Help tab

"Legend/Help tab" (page 72) shows an example of the Legend/Help tab.

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

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Legend/Help tab

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Chapter 8 Replacing basic chassis components

In this chapter

"Removing and replacing the front bezel" (page 73) "Removing and replacing the server cover" (page 75) "Removing and replacing the processor air duct" (page 76) "Replacing the power supply" (page 78) "Replacing a hard drive" (page 79) "Replacing the four-fan assembly" (page 82) "Replacing the dual NIC card" (page 84) "Replacing the DVD combo drive" (page 89) "Replacing memory DIMMs" (page 91) "Replacing the software feature key" (page 93)

Removing and replacing the front bezel

Remove the front bezel to service the hard drives and DVD combo drive.

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To remove the front bezel

Step Action 1

Front bezel

Loosen the captive screws (A) on both sides of the front bezel. The screws cannot be removed from the front bezel. Refer to "Front

bezel" (page 74).

CAUTION

Risk of equipment damage

Support the front bezel while loosening the captive screws as the front bezel is not held onto the front panel with another mechanism.

2 Hold the front bezel by the captive screws and lift it toward you.

Place it in a secure location while you service the server.

—End—

To replace the front bezel

Step Action

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

Align the captive screws on the front bezel with the threaded holes in the front panel.

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Tighten the captive screws.

—End—

Removing and replacing the server cover

Remove the server cover if you must service the interior of the server.

Note: If a component has a:

Blue tab Power down the server before replacing it. Green tab It can be replaced while the server is powered on. Black tab It is non-replaceable, or not important.

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.

Power down the server, unplug all peripheral devices and Ethernet cables, and disconnect the AC power.

Turn off all peripheral devices connected to the server.

Attach the ESD strap to your wrist and attach the other end to a known grounded connection.

While holding the blue button at the top of the chassis in, slide the top cover back until it stops.

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Server cover

5 Lift the cover straight up to remove it from the platform.

—End—

To replace the server cover

Step Action 1

Place the cover over the chassis so that the side edges of the cover sit just inside the chassis sidewalls. The front of the cover is about an eighth of an inch from the sheet metal at the front of the chassis. Refer to "Server cover" (page 76).

Press down slightly on the chassis cover behind the DVD combo drive area and slide the cover forward until it clicks into place.

—End—

Removing and replacing the processor air duct

You must remove the air duct to access the processor assembly, four-fan assembly, and the memory modules. Because the processor air duct channels the airﬂow within the chassis, be sure to reinstall the air duct before installing the chassis cover.

Requirements

You need a Phillips (cross head) screwdriver, #1 and #2 bit.

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To remove the processor air duct

Step Action 1

Power down the server, unplug all peripheral devices and Ethernet cables, and disconnect the AC power.

Attach the ESD strap to your wrist and attach the other end to a known grounded connection.

Remove the chassis cover. Refer to "Removing and replacing the

server cover" (page 75).

Remove the screws at the top of the air duct.

Processor air duct

Lift the air duct from the serverplatform and store it in a safe location.

—End—

To replace the processor air duct

Step Action 1

Place the processor air duct over the processor socket and four-fan assembly. Make sure you do not pinch any wires beneath the edges of the air duct. Refer to "Processor air duct" (page 77).

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Tighten the screws at the top of the air duct. The top of the installed air duct must be ﬂush with the top surface of the PCI adapter assembly.

Replace the chassis cover. Refer to "Removing and replacing the

server cover" (page 75).

Take the ESD strap off.

—End—

Replacing the power supply

The power supplies are hot-swappable and you can replace each power supply without powering down the server.

ATTENTION

Do not remove both power supplies while the system is running. Shut down the multimedia channels by using the Courtesy Stop in CallPilot Manager. Shut down the server using the Windows Shut Down option, and unplug the power supplies before removing both power supplies at the same time.

When to hot-swap the power supply

A green LED on the power supply 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. If the PWR alarm LED on the front panel is red, this also indicates a problem with one of the power supplies.

Note: A power supply will not be used by the system if it is not installed when the ﬁrmware is updated.

To hot-swap a power supply

Step Action

DANGER

Risk of electric shock

High current inside the chassis can cause severe injury.

Depress and hold the green lever (A) to disengage the power supply.

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Power supplies

Grasp the black handle (B) and pull the power supply from the chassis.

Insert the replacement power supply. When inserting the new power supply, make sure the green handle (A) is pressed downward while sliding the module into the power supply cage.

Plug the new power supply into the AC mains.

Result: The power supply LED illuminates green.

—End—

Replacing a hard drive

Two hot-swappable SCSI drives are installed in your chassis. You do not need to remove the chassis cover to add or replace a hot-swap hard drive, but you must remove the front bezel to access the hard drives.

ATTENTION

The replacement hard drive must be the same size or larger than the drive being replaced.

To replace a SCSI hard drive

Step Action 1

Remove the front bezel. Refer to "Removing and replacing the front

bezel" (page 73) for instructions.

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Attach the ESD strap to your wrist and attach the other end to a known grounded connection.

Locate the faulty hard drive. Refer to the following diagram of the front panel.

Front panel

•

Hard drive 0 is on the right (T). The status LED of hard drive 0 is marked with the hard drive symbol and the number 0 (M).

•

Hard drive 1 is on the left (R). The status LED of hard drive 1 is marked with the hard drive symbol and the number 1 (L).

4 Press the green latch (A) on the front of the hard drive carrier as

shown in the following diagram.

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SCSI hard drive carrier

5 Pivot the latch (A) into the upright position. 6

Pull out on the black lever to slide the carrier from the chassis (B).

Remove the new hard drive from its wrapper and place it on an antistatic surface.

With the drive circuit-side down, position the connector end of the drive so that it is facing the rear of the drive carrier.

Align the holes in the drive to the holes in the drive carrier and attach it to the carrier using four screws that meet the drive vendor’s recommendation.

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Hard disk drive location in carrier

With the black lever in the fully open position, slide the drive assembly into the chassis.

Insert the replacement drive in the bay. The green latch at the front of the drive carrier must be to the right. Do not push on the black drive carrier lever until the lever begins to close by itself.

When the black drive carrier lever begins to close by itself, push on it to lock the drive assembly into place.

Take the ESD strap off.

Replace the front bezel.

Resynchronize the new hard disk. Refer to "To synchronize the

RAID after a successful PEP installation" (page 103).

—End—

Replacing the four-fan assembly

The four-fan cooling assembly is not hot-swappable. You must power down the server and disconnect it from the power supply.

When to replace the cooling fan assembly

When one or more of the four cooling fans is not turning, the remaining fans rotate faster to maintain the same volume of air ﬂow through the chassis. The hum of a cooling fan rotating faster is both louder and higher in pitch than normal and indicates that the assembly must be replaced. You cannot replace just one fan in the assembly.

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To replace the four-fan assembly

Step Action 1

Power down the server, unplug all peripheral devices and Ethernet cables, and disconnect the AC power.

Attach the ESD strap to your wrist and attach the other end to a known grounded connection.

Remove the chassis cover. Refer to "Removing and replacing the

server cover" (page 75) for instructions.

Remove the processor air duct. Refer to "Removing and replacing

the processor air duct" (page 76) for instructions.

Disconnect the fan connectors (A) from the front panel I/O board. Make of note of the order in which the fans are plugged into the board.

Cooling fan assembly

Loosen the captive screw (B) that attaches the four-fan assembly to the chassis.

Lift the fan module straight up and remove it from the chassis.

Lower the new fan module into place.

Tighten the captive screw (B).

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Connect the fan cables to the correct fan connectors on the front panel I/O board. The fan connectors are labeled on the front panel I/O board.

Replace the processor air duct.

Replace the chassis cover.

Take the ESD strap off.

14 Connect the AC power cords, peripheral devices, and restart the

server.

—End—

Replacing the dual NIC card

Your server has three low-proﬁle PCI add-in cards. The RAID card is in slot 1 and the two dual NIC cards are in slots 2 and 3 (counting from top to bottom). The two dual NIC cards are reserved for future use.

CAUTION

Risk of electrical damage

•

Wear an antistatic ESD wrist strap when handling cards or boards, or when working inside the server.

•

Do not touch the components or gold-edge connectors of the cards.

•

Place the card on an antistatic surface until you are ready to install it.

PCI add-in cards are not hot-swappable and you must power down the system before adding or replacing the cards.

CAUTION

Risk of physical equipment damage

Remove the 1005r from the rack, and place it on a solid surface when replacing or adding cards. The PCI riser assembly requires considerable force when inserting it into the connector, and physical damage can result if the assembly is not properly aligned.

Placing the server on a solid surface such as a workbench gives you a better view of the card alignment, and lets you exert the necessary force when inserting the assembly into the connector.

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Requirements

•

Phillips (cross head) screwdriver, #1 and #2 bit

•

replacement dual NIC card

•

electrostatic discharge (ESD) grounding strap

To replace a dual NIC card

Step Action 1

Power down the server, unplug all peripheral devices and Ethernet cables, and disconnect the AC power. Ensure all cables are labeled.

Attach the ESD strap to your wrist and attach the other end to a known grounded connection.

Remove the chassis cover. Refer to "Removing and replacing the

server cover" (page 75) for instructions.

Disconnect the red power cable from the PCI riser assembly.

5 Disconnect the DS30X cable from the MPB96 card in the full-size

side of the PCI riser.

DS30X cables for high capacity

Note: If you have the high capacity conﬁguration with three MPB96 cards, label each cable with the MPB96 slot number before disconnecting them. Incorrectly connected MPB96 cards do not answer calls.

Disconnect the SCSI cable attached to the RAID card.

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SCSI cable attached to RAID card

Lift the blue tabs and pull up on the riser to remove the riser card assembly from the chassis.

PCI riser card assembly

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Turn the riser card upside down and place it on a table.

Low-riser PCI card

Release the retention bar (A).

Replace the card in either slot 2 or 3 (the two upper slots in the preceding diagram and not the lower slot as shown).

Lock the retention bar in place.

Turn the PCI riser card right-side up.

Arrange the PCI riser assembly red power cable as shown in the following illustration to avoid pinching the cable when you put the riser assembly into the chassis.

PCI riser assembly power cord

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Hold the PCI riser assembly by the two blue handles (A) and push the assembly into the server board. Refer to "PCI riser card

assembly" (page 86).

Line up the two grooves on the back lip of the PCI riser assembly with the pins on the rear panel as shown in the following illustration.

ATTENTION

If the PCI riser assembly is not fully seated, the server can malfunction.

PCI riser assembly rear grooves

Reconnect the PCI riser assembly power cord.

Reconnect the SCSI cable to the RAID card.

18 Reconnect all cables. 19

Replace the chassis cover.

Take the ESD strap off.

Power up the server and log onto Windows.

Result: The Windows New Hardware Found Wizard screen appears.

22 Click Next. 23

Select the presented driver (there is only one).

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Run the Conﬁguration Wizard to detect the new hardware. For instructions, see the Installation and Conﬁguration Task List

(NN44200-306).

Result: The board replacement is complete.

Test the system to ensure the new board is functioning properly. For instructions, see "Testing the CallPilot installation" in the

Installation and Conﬁguration Task List (NN44200-306).

—End—

Replacing the DVD combo drive

The DVD combo drive is not hot-swappable. You must power down the system to replace the DVD combo drive.

Requirements

You need a Phillips (cross head) screwdriver, #1 and #2 bit.

To replace the DVD combo drive

Step Action 1

Power down the server, unplug all peripheral devices and Ethernet cables, and disconnect the AC power.

Remove the front bezel. Refer to "Removing and replacing the front

bezel" (page 73).

Attach the ESD strap to your wrist and attach the other end to a known grounded connection.

Remove the chassis cover. Refer to "Removing and replacing the

server cover" (page 75) for instructions.

Pull out on the drive carrier handle (A) as shown in the following diagram.

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DVD combo drive assembly

Slide the DVD combo drive assembly from the chassis.

Note: There are no cables to disconnect.

Remove the screw on the left side of the drive assembly and save it for installing the new DVD combo.

Remove the DVD combo drive from the carrier. a. Open the two latches holding the DVD combo drive in the carrier. b. Disconnect the ribbon cable. c. Disconnect the power cable from the DVD combo drive. d. Remove the three screws that fasten the carrier around the DVD

combo drive.

e. Gently pry open the carrier and remove the DVD combo drive.

Install the new DVD combo drive in the carrier. a. Line up the pins on each side of the bracket (two on each side)

with the holes in the drive and set the replacement DVD combo drive into the drive bracket. Push gently on one side of the

bracket to push the pins into place. b. Screw the carrier shut with the three screws. c. Reconnect the power and ribbon cables.

Slide the DVD combo drive assembly into the chassis.

With the black drive carrier handle in the fully open position, slide the drive assembly back into the chassis.

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Attach the drive power and data cables at the rear of the drive. When the cables are ﬁrmly installed, the cable retention clips lock into place.

Replace the chassis cover.

Take the ESD strap off.

Replace the front bezel.

16 Reconnect the power cables and peripheral devices. 17

Restart the server.

—End—

Replacing memory DIMMs

Four Dual Inline Memory Modules (DIMMs) are installed on your server. You must replace all four memory DIMMs with those in the Nortel replacement pack. Nortel does not support more than four DIMM modules in the 1005r server.

CAUTION

Risk of equipment damage

Take precautions to protect internal components. Electrostatic discharge (ESD) can damage cards and make them unusable.

To replace the DIMM cards

Step Action 1

Power down the server, unplug all peripheral devices and Ethernet cables, and disconnect the AC power.

Attach the ESD strap to your wrist and attach the other end to a known grounded connection.

Remove the chassis cover. Refer to "Removing and replacing the

server cover" (page 75) for instructions.

Remove the processor air duct. Refer to "To remove the processor

air duct" (page 77) for instruction.

Locate memory banks 1A, 1B, 2A, and 2B on the server board. Refer to the following diagram.

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Memory DIMM locations

Push the clips at each end of the DIMM sockets outward to the open position.

Remove all the DIMMs.

Holding each DIMM by the edges, remove it from the antistatic envelope.

Position the DIMM above the socket and align the small notch in the bottom edge of the DIMM with the keys in the socket.

Insert the bottom edge of the DIMM into the socket.

Push down on the top edge of the DIMM until the retaining clips snap into place. The retaining clips must be fully closed for the DIMM to make proper contact with the server board.

Install the other three DIMMs.

Replace the processor air duct.

Replace the chassis cover.

15 Plug in all peripheral devices and AC power.

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Restart the server.

—End—

Replacing the software feature key

If you upgrade your system or convert it to high capacity, you must replace the software feature key with a new key.

To replace the software feature key

Step Action 1

Remove the new software feature key from the plastic bag.

Eject the old software feature key by inserting a straightened paper clip into the side access hole.

Push the paper clip in the direction of the software feature key.

Insert the new software feature key into the software feature slot on the dongle with the data contact facing down and away from the embossed i.

Dongle with open slot

In the following ﬁgure, label 1 is the data contact and label 2 is the ground.

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Inserting the feature key

—End—

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Chapter 9 RAID operations

In this chapter

"Outlining RAID functions" (page 95) "Verifying the RAID ﬁrmware" (page 96) "Conﬁguring RAID using LSI320-1 controller and Ctrl+M" (page 98) "Verifying consistency on the drives" (page 101) "RAID splitting" (page 102) "Replacing the RAID card" (page 105)

Outlining RAID functions

Redundant Array of Independent Disks (RAID) is a technology that can combine two or more drives for fault tolerance and continuous service. The CallPilot RAID controller is a PCI RAID SCSI card that provides high-performance disk mirroring with RAID Level 1.

With Level 1 mirroring, two equal-capacity disk drives mirror one another. One disk drive serves as the backup copy of the other disk drive. If one disk drive fails, the other continues to run.

RAID conﬁguring and splitting

Working with RAID involves the following:

•

verifying the RAID ﬁrmware version

•

upgrading or downgrading the RAID ﬁrmware

• conﬁguring RAID using the LSI320-1 controller and the Ctrl+M menu at server bootup

•

ensuring that your system is working and the RAID hardware is properly conﬁgured

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•

performing RAID splitting

•

synchronizing RAID after installing CallPilot software upgrades (PEPs) — Resynchronizing RAID if the installation is successful — Resynchronizing RAID if the installation is not successful

WARNING

Nortel strongly recommends that you do not perform low level formatting. Performing low level formatting results in the drives becoming unusable.

Verifying the RAID ﬁrmware

You require the following minimum RAID ﬁrmware version:

•

1L37

To verify the RAID ﬁrmware version

Step Action

To determine what the current RAID ﬁrmware version is on the RAID LSI320-1 controller, use either of the following procedures:

Press Ctrl+M

Turn on the server and press Ctrl+M when prompted during system bootup.

Note: The Ctrl+M utility can take up to 1 minute to launch with 1L37 ﬁrmware. The system can appear frozen. Do not reset.

2 Select Objects menu → Adapter → Other Adapter Information. 3

Review the information on the screen. The LSI320-1 controller ﬁrmware must be 1L37.

—End—

Step Action

Launch MegaRAID Power Console Plus

Launch the MegaRAID client by clicking Start > Programs> Power Console Plus > Launch Client.

From the MegaRAID PowerConsole Plus - Server Selection window, select Access Mode > Full Access to view or change conﬁguration information and click OK.

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From the MegaRAID console, choose Adapter > Properties.

Review the information on the screen. The LSI320-1 controller ﬁrmware must be 1L37.

If the ﬁrmware is not correct, perform a ﬁrmware update. For instructions, see "To upgrade or downgrade the RAID ﬁrmware"

(page 97).

—End—

ATTENTION

Perform the following procedure only if the ﬁrmware version is not the version identiﬁed in this section.

To upgrade or downgrade the RAID ﬁrmware

Step Action

The ﬁrmware of the RAID card is upgraded through a ﬂash process. The ﬂash process is initiated by running the RAID card ﬁrmware update utility on the CallPilot DVD.

Insert the CallPilot Image DVD for the platform into the DVD combo drive.

Power down the CallPilot server.

Restart the CallPilot server. Result: The server boots from the DVD and the Startup Menu

appears.

1.Install CallPilot 5.0 1005r server image and exit to DOS (recommended).

2.Install CallPilot 5.0 1005r server image and exit to DOS (FACTORY ONLY).

3.Utilities (BIOS, Firmware, etc...)

Enter 3 and press Enter to run Utilities (BIOS, Firmware, etc...) from the Startup.

Result: The Nortel CallPilot Image Menu appears.

1.1005r server BIOS update

2.1005r server FRU/SDR firmware update

3.1005r server Board Management Controller (BMC) firmware update

4.LSI320-1 RAID controller firmware update

5.1005r system Utilities and SEL Viewer

6.Go to DOS

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Enter 4 to run the LSI320-1 RAID card ﬁrmware update from the Nortel CallPilot Image Menu.

Result: The system prompts you to conﬁrm the RAID ﬁrmware update.

6 Enter Y to conﬁrm.

Result: The system displays the valid image for the RAID card

ﬁrmware update and asks the following:

Do you wish to continue (y/n)?

Type Y and press Enter. Result: The system states that you are ﬂashing the Firmware (it

displays the version), and asks the following:

Do you wish to continue (y/n)?

Type Y and press Enter. Result: The Flash programming is performed. Once complete, the

system prompts for you to reboot the system.

Manually reboot the CallPilot 1005r.

Result: The system reboots and the Startup Menu appears.

Remove the DVD from the DVD combo Drive.

Restart the server.

—End—

Conﬁguring RAID using LSI320-1 controller and Ctrl+M

The conﬁguration of the RAID card is stored on both the card and the hard drive. Typically you are not required to reconﬁgure RAID unless you are making a change to the RAID system (for example, if you replace the hard drives with higher capacity hard drives).

CAUTION

Risk of data loss

This procedure requires that the logical drive be initialized. When you initialize the logical drive, all data on the hard drives is erased.

Do not perform this procedure unless you are replacing the hard drives or you are rebuilding the CallPilot system (that is, reinstalling the Windows operating system and CallPilot software).

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To conﬁgure an LSI320-1 RAID system

Step Action

To conﬁgure RAID, do the following:

Turn on the server and press Ctrl+M when prompted during system bootup.

Note: The Ctrl+M utility can take up to 1 minute to launch with 1L37 ﬁrmware. The system can appear frozen. Do not reset.

From the Management menu, select Objects and press Enter.

3 From the Objects menu, select Adapter and press Enter. 4

From the Adapter menu, select Factory Default and press Enter.

Select Yes to conﬁrm the selection and press Enter.

Result: The system displays ForceBoot Option is Enabled Press Any Key.

Press any key.

Result: The system displays BOOT Parameters Changed. Press Ctrl-Alt-Delete to REBOOT.

Press Ctrl+Alt+Delete when prompted to restart system.

During bootup, press Ctrl+M to re-enter the RAID setup utility.

From the Management menu, select Objects → Adapter, and then ensure the Adapter 1 values are set as follows:

FlexRAID PowerFail: Enabled Fast Initialization: On Disk Spin up Timings: 1 disk every 6 secs Cache Flush Timings: Every 4 Seconds Rebuild Rate: 30% Alarm Control: Enabled (There is no audible alarm) Other Adapter Options: Emulation: Mass Storage — Auto Rebuild: Disabled — Initiator ID: 7 — Multiple PCI Delayed Trans: Disabled — Force Boot: On — Coercion Algorithm: 1GB-way — CC Restoration: Enabled

Note: The Coercion Algorithm must be set properly. When changed, it cannot be changed again without clearing the conﬁguration.

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From the Conﬁgure menu, select New Conﬁguration. Click Yes to proceed.

Result: The system displays the SCSI channel with two drives. SCSI IDs are automatically assigned for each of the two drives. All disk drives must be in READY state.

Note: Do not use the Load command on the Conﬁgure menu. This command is not for RAID operations.

Create the logical drive by selecting Channel-1 A01-0 and pressing the spacebar.

Result: The display changes to ONLIN A01-01.

Select A01-02 and press the Spacebar.

Note: The drives blink when you select them.

13 Press Enter to End the Array.

Result: The blinking stops.

Press F10 to conﬁgure the logical drive.

Press the spacebar to select Conﬁguration Array.

Result: Span-1 appears in the box opened for the A01 logical drive.

Press F10 to conﬁgure the logical drive. Result: The system prompts youforthe logical drive to consecutively

select:

RAID 1; Size: accept the size displayed Accept SPAN =NO

Change the last value to NOSPAN, if required.

Select Accept and press Enter to accept these new values.

Result: The system prompts you to save the conﬁguration.

Select YES and press Enter.

Result: The conﬁguration is saved. Press any key to continue.

Press ESC to exit the submenus.

In the Management menu, choose the Initialize submenu.

Press F2 to select the logical drive.

Press F10 and consecutively select YES to initialize the drive pack.

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Nortel CallPilot, CallPilot 1005r User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual