Nortel ICS, Norstar ICS Remote Tools, ICSRT User Manual

Norstar ICS Remote Tools
User Guide

NRU version 11

© Copyright Nortel Networks, 2004
Norstar and Meridian are trademarks of Nortel Networks.
Microsoft, MS-DOS, Windows and Excel are registered trademarks
of Microsoft Corporation in the United States and other countries.
InstallShield is a registered trademark of InstallShield Corporation.
Published in Canada

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Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

How this guide is organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

What is ICSRT? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Getting a Quick Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Acronyms used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 1

Understanding remote management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Process map: Managing a Norstar system with ICSRT . . . . . . . . . . . . . . . . . . . . . . . . 15

Connection hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Explaining RAD connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Remote system management using ICSRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Constraints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Gathering information before you start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

3

Connecting remotely to a Norstar system . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Connecting to a Norstar system attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Connecting directly to the Norstar system . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Chapter 2

Setting up ICS Remote Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Setting up your computer for ICSRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Computer hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Modem settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

ICSRT performance tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Removing ICSRT from your computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

ICSRT error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Shutting down your computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Installing the ICSRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Chapter 3

Setting up customers in ICSRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Using ICSRT databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Creating a database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Moving between databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Copying a database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Deleting a database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Setting up a multi-user database on a LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Using ICSRT in multi-user mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Creating a customer record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

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Editing customer records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Copying customer records to create new records . . . . . . . . . . . . . . . . . . . . . 47

Viewing customer records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Deleting customer records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Quitting the Customer Info screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Chapter 4

Connecting to a Norstar system from ICSRT . . . . . . . . . . . . . . . . . . . . . . . 51

Connecting to a Norstar system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Connecting manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Connecting through a customer record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Chapter 5

Understanding the Remote Set tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Explaining the Remote Set tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Accessing the Remote Set tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Remote Set tool command buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Using the keyboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Remote Set tool restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Chapter 6

Understanding the Browser tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Understanding the Browser tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Accessing the Browser tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Understanding the Browser window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Moving through the navigation tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Navigation tree icons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Using command buttons in the right pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Programming the time and date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Using the task bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Using the task bar buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Viewing recent programming changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Examining the Browser navigation tree menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Comparing the Browser tool with set-based programming . . . . . . . . . . . . . . . . . . 72

Expanded navigation tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Troubleshooting the Browser window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Refreshing an invalid navigation tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Warning messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Feature messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Recovering from a lost connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Non-fatal error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

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Fatal error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Chapter 7

Using Workbooks and off-line programming . . . . . . . . . . . . . . . . . . . . . . . 83

Understanding workbooks and off-line programming . . . . . . . . . . . . . . . . . . . . . . . . . 84

Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Configuring a workbook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Accessing an assigned workbook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Configuring the Workbook parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Programming a system using a workbook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Using the workbook for programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Programming an existing system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Creating and using an update workbook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Acquiring information from a programmed system . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Working with programming and acquisition errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Using the OLP Error dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Changing the property settings for the workbook . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Understanding the About ICS Workbook dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Troubleshooting worksheet data transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

CAP/KIM is not programmed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

There is an overflow of data during an Norstar system acquisition . . . . . . . 105

Field data transfer error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

User preference buttons do not match . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Chapter 8

Backing up and restoring Norstar data . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Backing up data with ICSRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Restoring data with ICSRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Starting the Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Scheduling backups or restores . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Exiting Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Troubleshooting with Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Understanding the job queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Removing a job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Updating the jobs in Job Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Viewing a submitted job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Backing up data with the Backup Restore tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Restoring data with the Backup Restore tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Chapter 9

Troubleshooting the ICS Remote Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Setting up a RAD alarm center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

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RAD alarm codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

The Debug tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Appendix A

Connecting a modem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Hardware required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Modem specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Preparing the remote modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Sample configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Installing remote equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

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Figures

Figure 1 Connecting through a dial-up modem . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Figure 2 Connecting through a PSTN line to the system attendant . . . . . . . . . . . . 18

Figure 3 Connecting directly to the RAD using a serial cable . . . . . . . . . . . . . . . . 19

Figure 4 Pinouts for direct connect, RAD to computer . . . . . . . . . . . . . . . . . . . . . . 19

Figure 5 Pinouts for direct connect, Global RAD to computer . . . . . . . . . . . . . . . . 20

Figure 6 ICSRT database folder contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Figure 7 Installation Welcome screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Figure 8 Remove Programs From Your Computer screen check . . . . . . . . . . . . . . 30

Figure 9 Choose Destination Location screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Figure 10 Select Program Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Figure 11 Select Install Components screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Figure 12 Confirm settings before copying . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Figure 13 Successful installation dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Figure 14 Customer Info screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Figure 15 Windows Open screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Figure 16 Customer Info opens in default database . . . . . . . . . . . . . . . . . . . . . . . . . 41

Figure 17 ICSRT Customer Info screen with Programming tools in background . . . 42

Figure 18 Add Customer Information screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Figure 19 Customer information on Customer Info screen . . . . . . . . . . . . . . . . . . . . 45

Figure 20 Editing customer information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Figure 21 Copy customer information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Figure 22 View customer information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Figure 23 Connection Properties default dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Figure 24 Connection Properties screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Figure 25 ICSRT Remote Set tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Figure 26 M7310 Remote set screen display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Figure 27 M7324 Remote set screen display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Figure 28 F1 keyboard mapping list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Figure 29 ICSRT Browser tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Figure 30 Browser main screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Figure 31 Expanded Line menu and data in right pane . . . . . . . . . . . . . . . . . . . . . . 66

Figure 32 Expanded Line menu and data in right pane . . . . . . . . . . . . . . . . . . . . . . 67

Figure 33 Copy button with dialog box cue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Figure 34 Copy dialog box for DNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Figure 35 Time & date dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Figure 36 Changing position using the top bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Figure 37 Setting speed dials using the label field . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Figure 38 ICSRT configuration tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Figure 39 Windows Open screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Figure 40 Default Workbook listings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

7

ICS Remote Tools User Guide

8 Figures

Figure 41 Workbook Configuration screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Figure 42 Select System Size dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Figure 43 Hardware screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Figure 44 Program ICS dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Figure 45 Program ICS and Connection Properties screens . . . . . . . . . . . . . . . . . . 93

Figure 46 For you information screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Figure 47 Windows Open screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Figure 48 Windows Open screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Figure 49 Acquire ICS screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Figure 50 Acquire ICS and Connection Properties screens . . . . . . . . . . . . . . . . . . . 98

Figure 51 OLP Errors dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Figure 52 OLP Settings dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Figure 53 About ICS Workbook dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Figure 54 ICSRT database backup folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Figure 55 Add/Submit Job screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Figure 56 Jobs in Queue screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Figure 57 View Job Info screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Figure 58 Maintaining manual backup files in the customer database . . . . . . . . . . 116

Figure 59 Backup and Restore screen, Backup tab . . . . . . . . . . . . . . . . . . . . . . . . 117

Figure 60 Renaming a scheduled backup file . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Figure 61 Backup and Restore screen, Restore tab . . . . . . . . . . . . . . . . . . . . . . . 119

Figure 62 Overview of how a RAD alarm center is set up . . . . . . . . . . . . . . . . . . . 121

Figure 63 Remote equipment installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

N0004999 01

Tables

Table 1 Customer and connection information . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Table 2 Connection Properties fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Table 3 Remote Set tool command buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Table 4 Navigation tree icons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Table 5 Program ICS dialog box options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Table 6 Acquisition variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Table 7 OLP Error dialog fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Table 8 OLP Settings dialog box fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Table 9 OLP Settings dialog box fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Table 10 Add/Submit job fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Table 11 ICS and RAD alarm cross reference . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Table 12 ICSRT error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

9

ICS Remote Tools User Guide

10 Tables

N0004999 01

Preface

This guide is intended for administrators who want to centrally manage one or more Norstar
systems from a computer remote to the system. The communication between the system and the
remote computer is established by connecting a Remote Access Device (RAD) to the Norstar
system, providing a way for the remote computer that is running ICS Remote Tools (ICSRT) to
establish a programming connection to the Norstar system.

How this guide is organized

This guide is organized in the following sections:

• Application overview: Chapter 1, “Understanding remote management”, on page 15 provides
an overview of remote management using ICSRT.

• Remote computer: Chapter 2, “Setting up ICS Remote Tools”, on page 25 provides computer
parameters and how to install the application on your computer.

• Customer database: Chapter 3, “Setting up customers in ICSRT”, on page 35 describes how
to set up customer records in the CustomerInfo database.

• Connecting to a system: Chapter 4, “Connecting to a Norstar system from ICSRT”, on page

51 provides a list of required information about the Norstar systems you want to connect to,

about the RAD, and about how the computer you are using is connected.

• Configuration tools:

— Chapter 5, “Understanding the Remote Set tool”, on page 55 provides information about

using the ICSRT Remote set tool.

— Chapter 6, “Understanding the Browser tool”, on page 63 provides information about

using the ICSRT Browser tool

— Chapter 7, “Using Workbooks and off-line programming”, on page 83 provides

information about using the ICSRT Workbooks

• Backup and Restore data: Chapter 8, “Backing up and restoring Norstar data”, on page 107
provides instructions about setting up a backup or restore, and how to schedule the system to
automatically perform backups.

• Troubleshooting system operation: Chapter 9, “Troubleshooting the ICS Remote Tool”, on

page 121 provides instructions about dealing with error conditions, and using the Debug tool

under the guidance of your customer support.

11

ICS Remote Tools User Guide

12 Preface

What is ICSRT?

If you have older versions of Norstar systems, you may be familiar with the Norstar Manager
application. The ICSRT replicates some functions of that application.

Warning: Data created through the Norstar Manager cannot be used by the ICSRT
application. You need to re-enter all customer information through the ICSRT application.

ICSRT is a software package that assists you in administering, maintaining, and programming a
Norstar ICS (Integrated Communications System). Ensure that you are familiar with Norstar
programming before you attempt to use this application.

For those new to remote management, you can use ICSRT to:

• connect to a remote Norstar MICS or CICS system (version 2.0 or newer)

• set up records for each system in one or more databases

• program the system using one of three methods

• perform backup and restore activities, maintaining backup versions on your remote computer

• troubleshoot the ICSRT tools

Note: ICSRT system version compatibility

If you are managing systems that are running software earlier than version 2.0, ensure that
you maintain a copy of Norstar Manager on your system to manage those systems.

Getting a Quick Start

If you were comfortable with using Norstar Manager and earlier versions of Norstar ICS Tools,
you can refer to the ICS Remote Tools Quick Start Guide for a quick overview of the new elements
of ICSRT.

For Norstar system and feature configuration details, refer to the MICS or CICS Installation
Guides.

N0004999 01

Text conventions

This guide uses the following text conventions:

Preface 13

angle brackets (< >),
italic text

angle brackets (< >),
bold text

bold Courier text

italic text Indicates book and chapter titles

plain Courier
text

FEATURE
HOLD
RELEASE

Indicates that you choose the text to enter based on the description
inside the brackets. Do not type the brackets when entering the
command.

Example: If the command syntax is: ping
you enter: ping 192.32.10.12

Indicates a keyboard command key, such as <Enter> or <Ctrl>.

Indicates command names and options and text that you need to enter.
Example: Use the dinfo command.
Example: Enter show ip {alerts|routes}.

Indicates command syntax and system output, for example, prompts
and system messages.

Example: Set Trap Monitor Filters

Indicates that you press the button with the coordinating icon on
whichever set you are using.

Acronyms used in this guide

<ip_address>

This guide uses the following acronyms:

CICS Compact ICS

ICS Integrated Communications System

ICSRT ICS Remote Tool

KSU Key Service Unit

MICS Modular ICS

NRU Norstar Remote Utilities

RAD Remote Access Device (RAD, Global RAD, FastRAD, IRAD)

ICS Remote Tools User Guide

14 Preface

How to get help

USA and Canada

Authorized Distributors - ITAS Technical Support

Telephone:

1-800-4NORTEL (1-800-466-7835)
If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#.
If you do not yet have a PIN Code, or for general questions and first line support, you can enter
ERC 338#.

Website:

http://www.nortelnetworks.com/support

Presales Support (CSAN)

Telephone:

1-800-4NORTEL (1-800-466-7835)
Use Express Routing Code (ERC) 1063#

EMEA (Europe, Middle East, Africa)

Technical Support - CTAS

Telephone:

* European Freephone 00800 800 89009

European Alternative/
United Kingdom [phone]
Africa [phone]
Israel 800-945-9779

* Note: Calls are not free from all countries in Europe, Middle East or Africa

Fax:

44-191-555-7980

email:

[e-mail]

CALA (Caribbean & Latin America)

Technical Support - CTAS

Telephone: [phone]

email: [e-mail]

APAC (Asia Pacific)

Technical Support - CTAS

Telephone: [phone]

Fax: [phone]

email: [e-mail]

N0004999 01

Chapter 1
Understanding remote management

This chapter provides an overview of the process of using the ICS Remote Tool (ICSRT) for
remote system management. The following information is provided in this chapter:

• “Process map: Managing a Norstar system with ICSRT” on page 15

• “Connection hardware requirements” on page 16

• “Remote system management using ICSRT” on page 20

Process map: Managing a Norstar system with ICSRT

The Norstar system you want to manage has a
RAD or an I-RAD installed and configured.

Determine your computer-to-RAD connection, and
install the connection on your computer.

15

Install ICSRT on your computer.

Create a database folder for the
customer information if you do not
want to use the default location.

Enter the customer information
and set up connection information
in the Customer Info screen.

Ensure your connection

Can you
connect?

Yes

Perform the ICSRT task that you require.
For configuration, refer to “Understanding the Remote Set tool” on page 55, “Understanding

the Browser tool” on page 63, or “Using Workbooks and off-line programming” on page 83.

For data maintenance, refer to “Backing up and restoring Norstar data” on page 107

No

settings are correct.
Check the hardware.

If there are multiple computers with
ICSRT users, set up the database on a
server, and point each computer to that
position.

ICS Remote Tools User Guide

16 Chapter 1 Understanding remote management

Connection hardware requirements

Before you can use the ICSRT to configure remote systems, you must install a RAD (MICS), or
use a software key to activate the Internal-RAD (CICS) on the systems that you want to manage.

The RAD Installation Guide provides details about the RAD module and how to physically
connect it to the Norstar system and to the remote computer. The CICS Programming and
Installation Guide explains how to configure an I-RAD.

Explaining RAD connections

There are three ways to connect to a RAD from your computer.

If you are managing a number of systems, you could have more than one type of connection. For
instance, if your computer is co-located with a system, you could use a serial cable in a direct
connection. If another system is located in another building or too far away for a serial cable, you
might set up a remote connection. You also might be managing another system that has high
security requirements, so that you need to be verified by a central operator before you connect, so
you would need to set up an operator-assisted connection to that system.

The three connection methods are:

• remote: through a dial-up modem and auto-answer line on Norstar system (Figure 1)

• operator or auto attendant-assisted: through a dial-up modem that calls a system operator or
auto attendant (

Note: Operator-assisted connections do not support the scheduled backup and restore
operations.

• direct: through a serial cable directly to the RAD (Figure 3)

Figure 2)

N0004999 01

Connecting remotely to a Norstar system

With this configuration, your computer connects to the RAD by using a dial-up modem and a
dial-up connection to an auto-answered line on the Norstar system.

When you click on the Connect button on an ICSRT Connection Properties screen that is correctly
set for Remote connection (
Norstar system using the modem. The line your computer dials through is set up on the Norstar
system so that the RAD answers after a specified number of rings. When the RAD answers,
ICSRT transmits the RAD password, which is entered on the connection record. If the RAD
recognizes the password, the connection occurs.

Figure 1 Connecting through a dial-up modem

“Connecting to a Norstar system” on page 51), your computer dials the

Chapter 1 Understanding remote management 17

Remote computer

RAD

RS-232 cable

Norstar system

Unsupervised
line

Dial-up
connection

Modem

ICS Remote Tools User Guide

18 Chapter 1 Understanding remote management

Connecting to a Norstar system attendant

If you want an operator or auto-attendant to direct ICSRT calls to the RAD, you can use the same
hardware configuration as you use for the remote connection. However, with this connection, the
modem is connected to a supervised line that directly dials the attendant or auto attendant, so you
also need to attach an analog telephone to the modem. Therefore, for this type of connection, you
need a modem with both a line and phone port.

Note: The Operator-assisted connection does not support the scheduled backup or restore
operations.

To make a RAD connection using operator assistance:

1 Ensure the ICSRT Connection Properties screen is displayed on your computer, with the

correct information filled out for this type of connection. (

page 51)

2 Call the Norstar system from a telephone connected to the modem.

When the attendant answers, the attendant presses Feature 9*0 to connect the call to the RAD.
When the transfer is complete, you will hear a high-pitched tone.

“Connecting to a Norstar system” on

Note: If the line is connected to an Auto Attendant, you would have to press Feature 9*0
on your telephone to make the connection.

3 At this point, click on Connect on the ICSRT connection screen and hang up the telephone.

ICSRT then follows the rest of the connection routine.

Figure 2 Connecting through a PSTN line to the system attendant

Norstar system

RAD

System
attendant

Analog phone
connected
phone port

RS-232 cable
connected to
line port

Remote computer

Modem

Dial-up
connection

N0004999 01

Chapter 1 Understanding remote management 19

Connecting directly to the Norstar system

If you are using a computer that is at the same site as the Norstar system, you can connect to the
RAD serial port using a serial cable (RS-232) connected to one of the serial ports on your
computer. Ensure that you note which serial port you use.

When you click on the Connect button on an ICSRT Connection Properties screen that is correctly
set for Direct connection (
contacts the RAD, which verifies the RAD password and opens up a connection.

Figure 3 Connecting directly to the RAD using a serial cable

RAD

Serial cable

“Connecting to a Norstar system” on page 51), your computer directly

Norstar system

Onsite computer

In a direct connection, the RAD is connected to one of the computer COM ports by an RS-232
cable. In this type of connection, the data transfer rate between the computer and the KSU is 9600
baud. The cable must be constructed as shown in the pinout diagrams in

Figure 4 Pinouts for direct connect, RAD to computer

RAD
25-pin,
D-type male
connector

RAD
25-pin,
D-type male
connector

2TX 2
3RX 3
5CTS 5
6DSR6
7GND7
8OCD8
20 DTR 20

2TX 3
3RX 2
5CTS 8
6DSR6
7GND5
8OCD1
20 DTR 4

Computer port
25-pin, D-type
female connector

Computer port
9-pin, D-type
female connector

Figure 4 and Figure 5.

ICS Remote Tools User Guide

20 Chapter 1 Understanding remote management

Figure 5 Pinouts for direct connect, Global RAD to computer

Global RAD/
FastRAD
9-pin, D-type
male connector

Global RAD/
FastRAD
25-pin, D-type
male connector

1OCO8
2RX 3
3TX 2
4DTR20
5GND7
6DSR6
8CTS 5

1OCO1
2RX 2
3TX 3
4DTR4
5GND5
6DSR6
8CTS 8

Computer port
25-pin, D-type
female connector

Computer port
9-pin, D-type
female connector

Remote system management using ICSRT

ICSRT provides you with the configuration ability of the on-site telephone programming, as well
as a tool to schedule an off-site backup and to restore that backed-up information to the Norstar
system.

A folder on your computer contains Customer and connection information in a database (.mdb)

Figure 6). This allows you to quickly identify the system you want to manage, and to quickly

file (
connect to the system by whatever method has been used to connect to the remote system. The
connection record for each customer indicates what type of connection exists.

Configuring a system using ICSRT is accomplished using one of three formats, all located under
the Run Tool menu on the main ICSRT screen.

•The Remote Set tool and the Browser tool provide two different ways to configure a Norstar
system directly from your computer.

• OLP Worksheets are customizable Excel spreadsheets that can be filled in separately from
ICSRT. These files are also stored in the same folder where the customer database is stored
(
system, and to upload existing information (acquire) from the Norstar system into the
worksheets. Each version of MICS/CICS software has a workbook that includes all the
features for that version.

Remotely backing up a Norstar system is accomplished by initiating an immediate backup, or by
scheduling backups to occur at preset intervals. Backup files can be restored to the Norstar system
by initiating an immediate restore, or by scheduling a restore to occur on a preset date at a preset
time. Scheduled backup files for each customer are stored within the same folder as the customer
database (
are stored at <ICSRT installed path>\backup\ in a file called FNVRAM.new, unless you indicate
a different path on the Backup Restore screen.

N0004999 01

Figure 6). You can use worksheets to both send configuration information to a Norstar

Figure 6). If you use the Backup Restore tool to perform an immediate backup, the files

Chapter 1 Understanding remote management 21

Figure 6 provides a sample of what the folder containing one database could contain. Many

customer records can be stored in one database. You can also have a number of databases, each
with a set of Norstar customers. You cannot, however, pass customer records back and forth
between databases, and you cannot have more than one database per folder.

Figure 6 ICSRT database folder contents

<database folder name>

CustomerInfo.mdb

OlpWorksheets

<customer system ID>

X

<workbooknamecustomer1).xls file

X

<workbooknamecustomer2>.xls file

backup

<systemIDcustomer1>.new

<systemIDcustomer1>.old

<systemIDcustomer2>.new

<systemIDcustomer2>.old

Constraints

• You can only have one CustomerInfo database file per database folder.

• You cannot pass customer records back and forth between databases.

• If you delete a database folder, all information within that folder is deleted, so it is highly
recommended that you create a secure folder somewhere and regularly copy each database
folder to that folder as a backup.

• If you need to turn your computer off, ensure that there are no backup up or restore jobs
currently running. Any jobs scheduled to run while the computer is turned off will need to be
manually removed when the computer is rebooted.

• The Scheduler does not automatically update after the Daylight Savings time change if it is
running during the time change. When this occurs, you need to close the Scheduler and then
restart it to synchronize the Scheduler time with the computer or server time. Refer to

“Starting the Scheduler” on page 109.

ICS Remote Tools User Guide

22 Chapter 1 Understanding remote management

Gathering information before you start

Gather the following information before you attempt to add customer sites to the ICSRT database:

Customer information

System
Identification (ID)

System software
name and version

Customer Name

KSU location

Address

Contact

Phone number

Install date

Values

You need to know the unique system number for the Norstar
system you want to add.

If your customer does not know this number, get them to
check in programming. (on the programming set, press SHOW
at the Software keys prompt)

If you are using workbooks, you will need to know the software
region and version of the Norstar system.

This is the name of the company or business that owns the
Norstar system.

This setting may not be unique, as a customer may own more
than one system.

This is where the Norstar ICS is located on site.

This is the business address of the customer.

This is the name of person at the customer site who
coordinates Norstar programming and troubleshooting.

This is the phone number of the contact person. Remember to
include an area code.

This is the date the Norstar system was installed.

Connection Properties

RAD phone
number

RAD password

COM Port

Connect type

Baud rate

Dial mode

Modem init String

N0004999 01

This is the number which will be answered by RAD at the
Norstar location if you are calling into the RAD over a phone
line. This number can be supplied by the technician who set
up the RAD.

The RAD is delivered without a password. The installation
technician may have changed it. If not, the customer needs to
program an 8-to-10-digit password through set programming.

This is the communication port on the personal computer that
ICSRT uses to communicate with the Norstar system.

Determine how your computer will connect to the RAD:
Refer to “Explaining RAD connections” on page 16.

Determine the modem speed required to communicate with
the Norstar system.

Refer to “Modem settings” on page 26.

If you are using a modem to connect to the system, determine
whether the system requires pulse or tone signals.

Determine if the modem you are using requires additions to or
subtractions from the default string.

Chapter 1 Understanding remote management 23

Notes

ICSRT components

Database

Programming

Backup and
Restore

This is a scratch area. Type any information you want to add
about the Norstar system.

Determine which database the customer information will use.
Create a new database folder, if required. Refer to

“Creating a

database” on page 36.

Determine which tool you plan to use for programming. Refer
to

“Understanding the Remote Set tool” on page 55 and

“Understanding the Browser tool” on page 63.

If you intend to use workbooks to configure the system, ensure
you have a copy of the correct workbook file. Refer to

“Using

Workbooks and off-line programming” on page 83.

Configuration information is obtained in the Installer Guide
provided to each system.

Determine what the backup schedule will be for the system.

ICS Remote Tools User Guide

24 Chapter 1 Understanding remote management

N0004999 01

Chapter 2
Setting up ICS Remote Tools

This chapter describes how you set up your computer to perform remote management with the ICS
Remote Tools (ICSRT) application.

This chapter provides information about:

• “Setting up your computer for ICSRT” on page 25

• “Installing the ICSRT” on page 29

Setting up your computer for ICSRT

Before you can begin using ICSRT, the software must first be installed and set up on the computer
you are going to use for system management.

Setting up ICSRT on your computer involves:

25

• making sure your computer is configured to run the application

• installing the software on the computer hard drive

• creating different databases

This section explains how you install and set up ICSRT on your computer. There is also
information about optimizing performance, removing the ICSRT software, and troubleshooting
the installation.

Computer hardware requirements

The ICSRT software is installed on the hard disk of the computer you intend to use to connect to
Norstar systems. Ensure that your computer is equipped with:

• Windows 95, Windows 98, Windows NT, Windows 2000, Windows ME, or Windows XP

• 486 or higher microprocessor (a faster processor will allow for faster backups and restores)

• 32 MBytes of RAM

• 36 MBytes virtual memory (or more)

•CD ROM drive

• 100 MB free space on the hard disk

• Microsoft Excel version 7 (Office 95) or 8 (Office 97) or (Office 2000) if you intend to
use the Workbook tool. Excel 5 (Office 4.2) can also be used, but the Acquire ICS or
Program ICS dialog should be minimized, or else Excel will stall during
programming.

ICS Remote Tools User Guide

26 Chapter 2 Setting up ICS Remote Tools

• ODBC Drivers. If your computer does not have ODBC installed or the driver versions are
older than the ICSRT driver files, the files are automatically installed on to your computer
when ICSRT installs.

Note: If any of drivers file is removed or gets corrupted during usage, the behavior of

ICSRT tools is unpredictable

• a Hayes compatible modem for remote connections

Note: For all remote connections, you require a Hayes compatible modem capable of

operating at 1200, 2400, 4800, 9600, or 19200 baud. Modems used for Operator-assisted
calls should also have a separate line port and phone port. To avoid any conflicts or
performance delays, we recommend that you do not have any other programs running on
the remote computer while you are working with ICSRT.

The default Baud rate is 19200. For a direct connection, the local baud rate at the RAD
must match the baud rate used for the direct connection in ICSRT. If you are using a
remote connection, 1200, 2400, 4800, 9600 or 19200 baud can be used. If you choose a
baud rate for a remote connection that is higher than the rate supported by the RAD, your
modem auto-bauds down to the modem speed of the RAD. It is strongly recommended
that you use 9600 baud or higher for Remote or Operator-assisted connections.

Caution: ICSRT requires a Baud rate greater than 1200 to perform a successful restore
operation.

Modem settings

The default value for the Modem init string is &FQ0V1&C1&D2S7=85&S0. If your modem
cannot connect to a RAD, use the modem init string field to include additional commands at the
beginning or end of the string, or to edit the existing string. Refer to your modem manual for
information about required codes, and where to insert them. A default or existing internal string
automatically displays in the Modem Init String field, which contains the following elements:

• &F -- load default factory configuration

• Q0 -- return response codes

• V1 -- return verbal response codes

• &C1 -- set the carrier detect (CD) high when the remote carrier is detected and drop the CD
when the remote carrier is lost

• &D2 -- accept commands only when data transfer ready (DTR) is high and drop the call when
DTR is low

• S7=85 -- wait up to 85 seconds for the remote carrier to be detected

• &S0 -- data set ready (DSR) always on

Note for US Robotics modem users: Be sure to add &I0 and &B1 to your modem init
strings. &I0 -- software flow control disabled; &B1 -- fixed serial port rate

N0004999 01

Chapter 2 Setting up ICS Remote Tools 27

Note: In general, you should not delete or alter any of the commands in the default string.

However, the modem wait for carrier delay (S7) must be set to include both the delay
before the RAD auto-answers and the time for the call to be dialed and connected. Some
modems have a maximum wait of 60 seconds. If this is the case, you may set S7 in the
modem init string to a lower value. If you lower the S7 value and also want the RAD to
auto-answer before the modem times out, you must ensure that the seconds to wait before
answering at the RAD is less than the S7 value. For best results, set the maximum modem
speed to the maximum connect speed.

ICSRT performance tips

In certain situations you may find that ICSRT is operating too slowly. If you do, we recommend
you do one or more of the following things to increase the speed of ICSRT:

• Do not run any other programs on your computer while you are running ICSRT operations. All
programs that are operating on a computer, even those reduced to a icon, require some of the
computer resources to operate.

• Use 9600 baud or higher, if supported by the RAD, when you are using ICSRT to perform a
connected session.

• Using telephone lines that have very little noise reduces the number of communication errors
that occur between the Norstar system and ICSRT. With fewer errors, the data is transmitted
faster to and from the Norstar system.

• Use public network lines. Private network lines are usually compressed to make transmission
more economical, but the compression can interfere with the connection between the computer
and Norstar system. Use public network lines when making a connection to the Norstar
system, or arrange ahead of time to have an uncompressed 64 kbps line available on your
private network.

Removing ICSRT from your computer

If you need to remove ICSRT from your computer, use the Add/Remove Programs utility found
under the Windows Start menus.

The uninstall utility does not remove the databases. If you need to remove databases, refer to

“Deleting a database” on page 40.

ICSRT error messages

When you get an error message dialog from ICSRT, you need to determine what the error message
means and how it affects the Norstar system and ICSRT. Refer to

ICS Remote Tool, on page 121 for a list of the more common and/or critical errors.

Chapter 9, Troubleshooting the

ICS Remote Tools User Guide

28 Chapter 2 Setting up ICS Remote Tools

Shutting down your computer

Do not turn off your computer unless absolutely necessary. Scheduled jobs will not run if
Scheduler is not running. If you need to shut down your computer, ensure that no scheduled jobs
are currently running or are scheduled to run during the shutdown period.

When you restart your computer, ensure that Scheduler is running. Refer to “Starting the

Scheduler” on page 109.

N0004999 01

Installing the ICSRT

ICSRT installs easily off of the ICSRT CD. The application uses an Install Shield Wizard to move
the files to your computer and install them in the C:\Program Files\Nortel Networks folder, or in
a folder that you specify during the install process.

Note: This application allows you to choose whether you want to uninstall previous

versions of the Norstar Remote Tools application.

1 Put the CD with the ICSRT software into your CD drive.

2 On your computer, navigate to your CD drive and double click the Startup.exe icon.

3 Follow the prompts in the wizard to install the application.

4 When you are prompted to choose a language, use the drop down list to choose the language

you want the application to use.
Click OK when you have made your selection.

The files start downloading to your computer. Once the files download to your computer, the
installation starts. The first screen you see is the welcome screen, shown in

Chapter 2 Setting up ICS Remote Tools 29

Figure 7.

Figure 7 Installation Welcome screen

5 Click Next when you are ready to proceed.

A dialog box appears asking if you want to uninstall old versions of Norstar ICS Remote
Tools.

ICS Remote Tools User Guide

30 Chapter 2 Setting up ICS Remote Tools

6 Click Yes to move forward.

7 You receive the following prompt:

Note: If you do not uninstall previous versions of Norstar ICS Remote Tools, the new

version will not install.

If you want to uninstall Norstar Manager, use the Add/Remove software option under the
Windows Start button on your computer.
Do not uninstall Norstar Manager if you are managing any systems running software prior
to version 2.0.

8 Click Yes on the dialog box.

The following screen appears and indicates which files are being removed.

Figure 8 Remove Programs From Your Computer screen check

9 When the dialog indicates that the uninstall is complete, click the OK button.

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