Page 1: Troubleshooting Reference Guide
Nortel CallPilot Troubleshooting Reference Guide NN44200-700...
Page 2 The process of transmitting data and call messaging between the CallPilot server and the switch or the 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.
Page 3 QUICKTIME is a trademark of Apple Computer, Inc. RADISYS is a trademark of Radisys Corporation. ROLM is a trademark of Siemens ROLM Communications Inc. SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA. SONY is a trademark of Sony Corporation. SYBASE is a trademark of Sybase, Inc.
Page 5 CallPilot 4.0, Standard 1.01 of the Troubleshooting Reference Guide is issued for general release. July 2005 CallPilot 4.0, Standard 1.0 of the Troubleshooting Reference Guide is issued for general release. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 7: Table Of Contents
Enable remote desktop feature and set policy on host 113 Establish a RAS connection 115 Starting the Remote Desktop Client 117 CallPilot support tools 123 Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 8 Symptom 4: The automatic log ﬁle backup failed 146 Symptom 5: On a recently migrated system, a user cannot log in to the mailbox or CallPilot does not recognize a user receiving an incoming call 147 Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 9: Chapter 1 How To Get Help
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: http://www.nortel.com/callus Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 10: Getting Help From A Specialist By Using An Express Routing Code
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. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 11: Chapter 2 Overview
Directive 2002/95/EC, 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 the sufﬁx. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 13: Chapter 3 Hardware Troubleshooting
System troubleshooting Trouble The system emits beep codes. Copyright © 2007, Nortel Networks Action The state of the PC chip set is associated with beep codes. Some codes indicate relatively harmless failure situations that allow you to start up the CallPilot server, even though the system is not fully functional unless you solve the trouble.
Page 15 Ethernet cable troubleshooting Trouble The Ethernet link LEDs are not on. Copyright © 2007, Nortel Networks Action Note: The 201i server does not support this feature at this time. Ensure that the most recent version of the CD-ROM SCSI driver is installed on your system.
Page 16 The CallPilot Nortel server subnet does not work when the server is connected to a large Meridian 1 system. Copyright © 2007, Nortel Networks Action • The other two LEDs indicate the IDE (I) and SCSI (S) activity of the following devices: —...
Page 17: 703T Server
NIC LEDs Internal LEDs Description MPB96 board LEDs Copyright © 2007, Nortel Networks Information When these LEDs are on, all three DS30 connections are working properly and the cables are connected correctly. If one or more LEDs is off, one of the following conditions is present: •...
Page 18 Power fault: dc power unexpectedly lost 1-5-4-3 Chipset control failure 1-5-4-4 Power control failure Copyright © 2007, Nortel Networks Information started and the CallPilot diagnostic screen has appeared, then the MPB96 board is defective or the DSP and NTBus drivers do not function properly.
Page 19: System Troubleshooting
The fans do not turn. The system does not start, but emits beeps. Copyright © 2007, Nortel Networks Action Verify that the power cord is properly plugged in the power outlet. Check if other equipment plugged in the same power outlet works.
Page 20 PXE-E61 Media failure; please check cable Copyright © 2007, Nortel Networks Action This is a typical RAID beep. One of the following condition is present: • One cable or both cables from the hard drives is disconnected or improperly connected.
Page 22 The system detects the RAID card, does not boot, and attempts to boot from the network. Copyright © 2007, Nortel Networks Action One or more logical drives is in critical mode (one of the drives is in FAIL condition). Rebuild the drives. If the drive rebuilding is unsuccessful, replace the drives.
Page 23 FWChecker.bat tool are available: • CallPilot 3.0: version 2.0, September 2004 Copyright © 2007, Nortel Networks Action When you replace a defective drive, the new drive must be larger than the original drive. In this case, the system rebuilds the new drive.
Page 24 Action Launch Nbhaltswcmd.exe. Select option c (MPB96). Select option m (XRay Monitor) Copyright © 2007, Nortel Networks Description The version format of the PCI FPGA firmware follows an internal naming convention established to facilitate the tracking of the card release. The tool displays the version in hexadecimal format as follows: xPxx yyaNN, where •...
Page 25 If you use the dbg128.exe utility without fully understanding its functions, you can destabilize your system and cause a system crash or data corruption. Use this tool only under the supervision of the Design team. Copyright © 2007, Nortel Networks —End— Remarks If all the parameters are set to 0, then no connection is made in the time switch memory.
Page 26 The system does not take calls. All DSP diagnostics fail at system startup. Copyright © 2007, Nortel Networks Action This is a RAID card beep indicating that one of the drives does not function properly. Do not shut down the system.
Page 27 CallPilot has been migrated from an earlier platform. Copyright © 2007, Nortel Networks Action Shut down the server and open the lid. Turn on the server and check the RAID controller LEDs. If more than four LEDs stay on after the startup, then the problem is related to the RAID controller.
Page 28: 1002Rp Server
(three green LEDs located on the card bracket and visible from the back of the server) Copyright © 2007, Nortel Networks Action The MPB96 board is configured incorrectly from the clocking point of view. Contact your Nortel support representative for assistance.
Page 29 Network interface card (NIC) LEDs Internal LEDs Description MPB16-4 board LED MPB96 board LEDs Copyright © 2007, Nortel Networks Information Each NIC has two LEDs: • The upper LED shows that the network cable is connected. • The lower LED blinks to indicate data transfer.
Page 30 Base 64KB Memory Failure Timer Not Operational Processor Error 8042 - Gate A20 Failure Copyright © 2007, Nortel Networks Information started and the CallPilot diagnostic screen has appeared, then the MPB96 board is defective or the DSP and NTBus drivers do not function properly.
Page 31 • The server emits no beeps. • The fans do not turn. Copyright © 2007, Nortel Networks Description The CPU on the processor board generated an exception interrupt. The system video adapter is missing, or its memory is faulty.
Page 32 Copyright © 2007, Nortel Networks Action Identify the type of beeps that your system emitted. • The system board beeps are usually short; their pattern is identified in the 1002rp Server Maintenance and Diagnostics guide (NN44200-300).
Page 33 RAID controller card. Copyright © 2007, Nortel Networks Action Ctrl+M utility at startup, and ensure that the RAID setup matches the settings indicated in the 1002rp Server Maintenance and Diagnostics guide.
Page 34 1 (the established channels are 1 and 2). Copyright © 2007, Nortel Networks Action • If the system boots correctly, consider replacing the PCI backplane because it is only partially functional.
Page 35 SCSI controller at startup (no SCSI controller is referenced). The tape drive driver is loaded but is not detected and does not work. Copyright © 2007, Nortel Networks Action • Open a DOS command prompt window. • Type ipconfig /all.
Page 36 FAIL. You must rebuild the drive manually. Note 3: On older 1002rp systems, the Autorebuild option is enabled by default in the RAID firmware. Check this option and disable it before proceeding with RAID operations. Copyright © 2007, Nortel Networks Action Action One or more logical drives are in critical mode (one of the drives is in FAIL condition).
Page 37 Note 3: On older 1002rp systems, the Autorebuild option is enabled by default in the RAID firmware. Check this option and disable it before proceeding with RAID operations. Copyright © 2007, Nortel Networks Action When you replace a defective drive, the new drive must be larger than the original drive.
Page 38 MPC8 cards, displays DSP errors or hangs at login. Copyright © 2007, Nortel Networks Action Ensure that the release of your board is 05 or later. If you have more than one MPB16-4 board in the server, ensure that the SCBus cable is present and properly connected.
Page 40 The system starts up but attempts to boot to the operating system from the network. Copyright © 2007, Nortel Networks Action Ensure that the MPB16-4 boards are release 5 or later. Ensure that the PCI backplane does not have Intel PCI bridge chips.
Page 41: 1005R Server
CallPilot image CD/DVD SEL viewer tool (if the system does not boot into Windows). This tool reports all hardware events and saves them as a text ﬁle on a USB media. Copyright © 2007, Nortel Networks Action Enable the NIC controllers in the BIOS, and ensure that the BIOS settings are correct.
Page 42: Front Panel Leds
NIC LEDs Power supply LEDs Copyright © 2007, Nortel Networks Information When these LEDs are on, all three DS30 connections are working properly and the cables are connected correctly. If one or more LEDs are off, one of the following conditions is present: •...
Page 43: Post Beep Codes
When a recoverable error occurs during the POST, the BIOS displays an error message describing the problem. Copyright © 2007, Nortel Networks The PCI FPGA Done LED (the closest to the card I/O bracket) comes on at startup and turns off immediately. This indicates that the board works properly and was detected correctly by the system.
Page 44 Checking NVRAM... Update OK! Updated Failed Keyboard Error KB/Interface Error Copyright © 2007, Nortel Networks Description An error occurred with Gate A20 when switching to protected mode during the memory test. The system could not read the sector from the corresponding drive.
Page 45 The system boots but a red CRT LED and an amber PWR LED appears. Copyright © 2007, Nortel Networks The memory size has decreased since the last boot. If you have not removed any memory, then the memory may be faulty.
Page 46 The system starts to boot but two red lines appear at the bottom of the screen and the message cannot be read. Copyright © 2007, Nortel Networks Ensure the PCI raiser assembly is plugged in correctly, aligned, and firmly pressed into the slot.
Page 47 The system boots and detects the RAID card but does not boot into Windows. Copyright © 2007, Nortel Networks 8. Boot into service. This is an unusual situation and appears only if the server was booted many times. View the log before clearing it.
Page 48 The system beeps, but seems to be running properly and taking calls. Copyright © 2007, Nortel Networks The RAID is split, or one of the drives is faulty or offline. Replace or rebuild the drive. No action is required if this is due to a voluntary RAID split.
Page 49 MPB96 board after CallPilot is migrated from an earlier platform. Copyright © 2007, Nortel Networks Ensure the MPB96 board is release 5 or later. Shut down the server and open the lid. Turn on the server and check if the PCI LED on the MPB96 board is still on after startup.
Page 50: 600R Server
The following tables provide useful information about the external and internal LEDs. Front panel LEDs Copyright © 2007, Nortel Networks The MPB96 board is configured incorrectly from the clocking point of view. Contact your Nortel support representative for assistance.
Page 52 Beep count 1, 2, or 3 4 – 7 or 9 – 11 Copyright © 2007, Nortel Networks The PCI FPGA Done LED (the closest to the card I/O bracket) comes on at startup and turns off immediately. This indicates that the board works properly and was detected correctly by the system.
Page 53 HDC Failure Checking NVRAM... Update OK! Updated Failed Keyboard Error Copyright © 2007, Nortel Networks Description An error occurred with Gate A20 when switching to protected mode during the memory test. The system could not read the sector from the corresponding drive.
Page 54 The system boots and beeps, but there is no video. (In some cases a red LED appears on the front cover). Copyright © 2007, Nortel Networks The keyboard interface test failed. The memory size has decreased since the last boot. If you have not removed any memory, then the memory may be faulty.
Page 55 Trouble The SLR external tape drive is plugged in but is not recognized by the device manager. Copyright © 2007, Nortel Networks One power supply is faulty, or the AC cable is unplugged (or faulty). Ensure the PCI raiser assembly is plugged in correctly, aligned, and firmly pressed into the slot.
Page 56 After a failed upgrade, both drives are brought offline to return to a previous CallPilot release, but the system displays a blue screen. Copyright © 2007, Nortel Networks Ensure the SCSI tape drive has the external SCSI terminator installed. The tape drive may have been plugged into the RAID external SCSI adaptor instead of the SCSI adaptor.
Page 57 Hardware Malfunction, please contact your H/W vendor. The system does not take calls. All DSP diagnostics fail at system startup. Copyright © 2007, Nortel Networks Action Ensure the dongle is in USB slot 0, and not in slot 1 or 2.
Page 58 The system detects the MPB96 board, but does not correctly load the DSP information at startup. Copyright © 2007, Nortel Networks these files and reboot the system. If the PCI LED still stays on, then the MPB96 board is defective and must be replaced.
Page 59: Chapter 4 Network Troubleshooting
ﬁrewalls are properly connected and conﬁgured. Check network adapters and driver installation Step Action Start the Windows Device Manager: a. Click Start > Settings >Control Panel. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 60: Check Tcp/Ip Conﬁguration
Do not use the IP addresses and names shown in the illustrations. Use the values provided by your network administrator. Step Action Click Start > Settings > Network and Dialup Connections. Result: The Network Connections window appears. Copyright © 2007, Nortel Networks driver. problem can affect the adapter. —End— ATTENTION Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 61 Right-click CLAN, and then click Status on the shortcut menu. Result:The following dialog box appears. Click the Support tab. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Check TCP/IP conﬁguration 61...
Page 62 62 Chapter 4 Network troubleshooting Click Details. Result:The following box appears. Click Close. Click Repair on the network adapter status dialog box Result:The following dialog box appears. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 63 Click OK (this error is normal). Click the General tab of the network adapter status dialog box, and then click Properties. Result:The following dialog box appears. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 64 64 Chapter 4 Network troubleshooting Click the Internet Protocol (TCP/IP) entry to select it. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks...
Page 65 Click Properties. Result:The following dialog box appears. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Check TCP/IP conﬁguration 65...
Page 66 66 Chapter 4 Network troubleshooting Click Advanced. Result:The following dialog box appears. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 67 Click the DNS tab. Check that the settings are correct for your private network. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Check TCP/IP conﬁguration 67...
Page 69 Click the Options tab. Check that the settings are correct for your private network. Copyright © 2007, Nortel Networks Note: WINS IP addresses must be entered for your private network. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 70 70 Chapter 4 Network troubleshooting Click Properties on the Options tab to display information about TCP/IP ﬁltering. Check that the settings are correct for your private network. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 71 Click Cancel to close the TCP/IP ﬁltering dialog box. Click Cancel to close the Advanced TCP/IP Settings dialog box. Click the Authentication tab in the CLAN Properties dialog box. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 72 72 Chapter 4 Network troubleshooting Click the Advanced tab in the CLAN Properties dialog box. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks...
Page 73 Check TCP/IP conﬁguration 73 Click the General tab in the CLAN Properties dialog box. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks...
Page 74 74 Chapter 4 Network troubleshooting Click Conﬁgure. Result: The Ethernet adapter Properties dialog box appears. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 76 201i Intel 8255xER PCI adapter (CLAN and ELAN) default advanced property values Property Duplex IPv4* Priority Tag IPv4* VLAN Tag ID Receive Buffers Copyright © 2007, Nortel Networks Note: Other values can work and can be acceptable under certain circumstances. Value AutoDetect Disabled Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 77 Offload Transmit TCP Checksum 703t Intel 8255x-based PCI Ethernet adapter (10/100) [ELAN] default advanced property values Property 802.1p QoS Packet Tagging Checksum Coalesce Buffers Copyright © 2007, Nortel Networks Value AutoDetect Value Both on AutoDetect Not Present Value Disabled Enabled...
Page 78 Packet Tagging Adaptive Link Response Coalesce Buffers Flow Control Settings Large Send Link Speed & Duplex Locally Administer ed Address Receive Buffers Copyright © 2007, Nortel Networks Value Enabled Enabled AutoDetect Not Present Enabled Value Disabled Enabled AutoDetect Not Present...
Page 79 600r Intel PRO/1000 MT and Intel PRO/1000 CT port Ethernet adaptor - default advanced property values Adaptive Inter-Frame Spacing Enable PME Flow Control Gigabit Master Slave Mode Interrupt Moderation Rate Copyright © 2007, Nortel Networks Value Disabled Value Enabled OS controlled Teaming disabled...
Page 80 Smart Power Down Transmit Descriptors Wake on Link Settings Wake on Settings Click the Driver tab. Check that the settings are correct for your private network. Copyright © 2007, Nortel Networks Disabled Auto detect Not present Enabled Disabled Hardware default...
Page 81 Click the Resources tab.Check that the settings are correct for your private network. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Check TCP/IP conﬁguration 81...
Page 82: Test The Tcp/Ip
Perform steps 2 through 22 for the ELAN adapter. Test the TCP/IP Step Action Open a Command Prompt window. Type ipconﬁg/all to display the network settings. Copyright © 2007, Nortel Networks —End— Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 83: Check Event Logs
To access the event logs, click Start → Programs → Administrative Tools, and double-click Event Viewer. Copyright © 2007, Nortel Networks Note: Do not type the IP address shown in the preceding illustration. Use the IP address of your switch.
Page 84 The following illustration shows the Event Viewer window. Double-click an event to display the Information Properties dialog box. The following illustrations are examples of Information Properties dialog boxes. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 86: Checking The Scsi Speed For Raid Controllers
SCSI speed is negotiated when the system powers up. Warm Rebooting will not trigger a re-negotiation. Check the SCSI speed setting of 160M using the CTRL+M utility. This will restart the system. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 87 1L37 ﬁrmware. The system can appear frozen. Do not reset. From the Objects menu, select Adapter > Other Adapter Information. The SCSI speed is displayed here. Copyright © 2007, Nortel Networks Checking the SCSI speed for RAID controllers 87 —End— Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 89: Chapter 5 Routing And Remote Access Troubleshooting
The remote connection functions properly only if the following components are correctly conﬁgured: • the modem • the Routing and Remote Access Service (RRAS) in Windows 2003 • the pcAnywhere host Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 90: Modem
Perform the following steps to bring the modem into service: Step Action From the desktop, right-click on My Computer → Manage → Device Manager. Copyright © 2007, Nortel Networks —End— Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 91 Click Start → Settings → Control Panel, and then double-click Phone and Modem Options. Result: The Phone and Modem Options dialog box appears. Copyright © 2007, Nortel Networks Scan for hardware changes. Result: The screen ﬂashes a couple of times and the list of Modems appears.
Page 92 92 Chapter 5 Routing and remote access troubleshooting Click the Modems tab. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks...
Page 93 Click Properties. Result: The modem Properties dialog box appears. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Modem 93...
Page 94 94 Chapter 5 Routing and remote access troubleshooting Click the Modem tab. Verify settings. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks...
Page 96 Click Query Modem. Result: After a delay of several seconds, the system displays the response from the modem. The following illustration indicates that the modem is working. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 98 98 Chapter 5 Routing and remote access troubleshooting Click the Driver tab. Verify settings. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks...
Page 99: Routing And Remote Access
(such as server names and IP addresses), are correct. The illustrations show the default RRAS conﬁguration. Under some circumstances, other RRAS conﬁgurations can apply. Copyright © 2007, Nortel Networks —End— ATTENTION Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 100 Routing in the right pane. Click the ELAN entry to select it. Use the slider at the bottom of the window to scroll to the right and view additional information. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 101 Click Remote Access Policies in the left pane. Right-click Connections to Microsoft Routing and Remote Access server, and then click Properties on the shortcut menu. Result: The following dialog box appears. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 102 102 Chapter 5 Routing and remote access troubleshooting Click Edit Proﬁle. Result: The Edit Dial-in Proﬁle dialog box appears. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 104 Right-click the server name (in this example, cplab237a) in the left pane of the Routing and Remote Access window, and then click Properties on the shortcut menu. Result: The server properties dialog box appears. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 105 Routing and Remote Access 105 Click the Security tab. Verify settings. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks...
Page 106 106 Chapter 5 Routing and remote access troubleshooting Click the IP tab. Verify settings. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks...
Page 107 Routing and Remote Access 107 Click the PPP tab. Verify settings. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks...
Page 108 108 Chapter 5 Routing and remote access troubleshooting Click the Logging tab. Verify settings. Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Copyright © 2007, Nortel Networks...
Page 109: Symantec Pcanywhere
The following procedure presents the settings of the CallPilot Support pcAnywhere host. Ensure that all the settings are correct. Copyright © 2007, Nortel Networks —End— Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 110 Result: The Symantec pcAnywhere window appears. Right-click CallPilot Support, and then click Properties on the shortcut menu. Result: The host properties dialog box appears. Click the Settings tab. Verify settings. Copyright © 2007, Nortel Networks ATTENTION Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 111 Click the Callers tab. Verify settings. Click the Security Options tab. Verify settings. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007 Symantec pcAnywhere 111...
Page 112: Microsoft Remote Desktop Connection (Rdc)
Action Run the executable (msrdpcli.exe). Result: InstallShield scans the computer to prepare installing the client. When complete, the Welcome window appears. Click Next to install. Copyright © 2007, Nortel Networks —End— Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 113: Enable Remote Desktop Feature And Set Policy On Host
From the CallPilot server desktop, right-click My Computer, then choose Properties, and click on the Remote tab. Result: The System Properties screen appears. Copyright © 2007, Nortel Networks Enable remote desktop feature and set policy on host 113 —End— Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 114 Start → Run. Result: The Open window appears. Type gpedit.msc and click OK or press Enter. Result: The Group Policy Object Editor window appears. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 115: Establish A Ras Connection
Establish a RAS connection If the CallPilot server is not directly accessible from the Client PC through an intranet or VPN, you must establish a Remote Access Service (RAS) connection. Copyright © 2007, Nortel Networks —End— Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 116 To obtain the IP address, select the Details tab and read the Server IP Address. Click Close on the Dial-Up Networking Status window. Copyright © 2007, Nortel Networks Note: The details of using Dial-up Networking vary depending on which version of Windows Operating System is running on the Client PC.
Page 117: Starting The Remote Desktop Client
The sufﬁx sets up a private session connected to the logical console of the CallPilot server. Click Options. Result: The Options window appears. Copyright © 2007, Nortel Networks Starting the Remote Desktop Client 117 Note: For intranet or VPN connections, you can use the computer name instead of an IP address.
Page 118 Select Color Depth → High Color (16 bit). Click the Experience tab. Result: The Experience window appears. Copyright © 2007, Nortel Networks Note: Disk Drives must be checked to allow the transfer of ﬁles (SU/PEP, logs, traces, and so on) to and from the CallPilot server.
Page 119 Result: The Security Warning window appears. Click OK to continue. Result: A remote desktop session starts in a window on the client Copyright © 2007, Nortel Networks Starting the Remote Desktop Client 119 Note: You can maximize the window to make it full screen. The CallPilot MAS Trace Window should be visible on the task bar.
Page 120 Type in the IP address or computer name. Type the User name and Password. Click the Local Resources tab. Result: The Local Resources window appears. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 121 Click OK to continue. Result: A remote desktop session starts in a window on the client Copyright © 2007, Nortel Networks Starting the Remote Desktop Client 121 Note 1: Disk drives must be checked to allow the transfer of ﬁles (SU/PEP, logs, traces, and so on) to and from the CallPilot server.
Page 122 Cancel shadowing of the CallPilot console and return to the original session. Hold down the CTRL key while pressing the * key on the numeric keypad. Copyright © 2007, Nortel Networks Enter. Note: Browse to path: C:\windows\system32\CP3BackSplashs\ CPBAKxxxx.bmp where xxxx = platform number.
Page 123: Callpilot Support Tools
RAS dial-up connection. Note: PEP installs that perform database or MMFS operations may also require use of a session connected to the console. Copyright © 2007, Nortel Networks —End— Error 7050 This may be because the session is disconnected or...
Page 124: Ras Dial-Up Required To Establish Rdc
Properties button. Do not un-check Internet Protocol (TCP/IP). Result: the Internet Protocol (TCP/IP) Properties window appears. Click the Advanced button. Result: The Advanced TCP/IP Settings screen appears. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 125 CAPS LOCK key. You must use the left shift key only to type upper case characters. This is especially important when typing passwords. (This problem was noted using pcAnywhere 10.5 and 11.01). Copyright © 2007, Nortel Networks —End— Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 126: Transferring Files In Remote Desktop Connection Sessions
If these limits are exceeded, you might receive the error; The terminal server has exceeded the maximum number of allowed connections. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 127: Disconnecting The Remote Desktop Connection Session
Log off and/or disconnect any leftover sessions that are no longer needed. • Send messages to other sessions for messaging between users. Copyright © 2007, Nortel Networks View or disconnect concurrent or previous stale sessions 127 —End— —End— Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 128: Troubleshooting Tips
Windows 2003 RDC client (this document references version control 5.2.3790.0). Check the RDC client version by right-clicking the title bar and selecting About. If the RDC client cannot readily be upgraded: Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 129 Connect to the console session using a private session. This method does not require a user to be logged on already. Copyright © 2007, Nortel Networks —End— This may be because the session is disconnected or...
Page 130 0 command, support tools and diagnostics that access the database, may return invalid results. Use a private session or issue the shadow 0 commend when setting up a shared session. Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 131: Chapter 6 Application Troubleshooting
"Symptom 8: Users cannot access the CallPilot Manager login page from a standalone web server running" (page 140) "Symptom 9: CallPilot Manager users cannot connect to the CallPilot server" (page 142) Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard...
Page 132 The card is installed in the correct slot. • The card from the I/O panel is installed correctly. Copyright © 2007, Nortel Networks Resolution Ensure that the DS30X cable is not defective, the MGate card operates properly, and CallPilot is configured with the correct TNs.
Page 133 (or was planned to be installed), verify that the D:\nortel\langxxxx\asr directory exists and contains three .ctx files, three .cfg files, and one .asr file. Copyright © 2007, Nortel Networks Resolution Reinstall the prompts. Refer to the Software Administration and Maintenance guide.
Page 134 Check if the user can log in from an internal phone. Verify user rights. Check if the user has external login rights. Does the problem still exist? Copyright © 2007, Nortel Networks Resolution Install the cables correctly and then retest. Contact your Nortel technical support representative for assistance.
Page 135 Note: The keycode must enable speech recognition languages and seats so that the speech recognition channels answer correctly. Copyright © 2007, Nortel Networks Resolution A Refer to NTP 553-3021-120 CS1000M and Meridian 1 Large System Planning and Engineering.
Page 136 If the Fax option is not available on the Media type list, the server keycode does not enable fax features. Does the problem still exist? Copyright © 2007, Nortel Networks Resolution Reinstall the language. Refer to the Software Administration and Maintenance Guide.
Page 137 Verify that the voice port configuration is consistent across all subsystems. Verify the CallPilot server configuration. Verify the Contact Center configuration. Verify the switch configuration. Copyright © 2007, Nortel Networks Resolution On the CallPilot server, ensure that: • The Contact Center IP address is properly configured.
Page 138 Select the required authentication options in Security Modes for SMTP Sessions. Ensure that users provide SMTP authentication from their e-mail clients. Copyright © 2007, Nortel Networks Resolution • The ACCESS and IVR channels are configured as follows: AST=0, 1 and CLS=MMA, FLXA.
Page 139 Explorer: click View→Encoding.The Chinese Simplified (HZ) option is selected. Note: The Chinese Simplified (GB2312) and Chinese Traditional options do not cause this problem. Copyright © 2007, Nortel Networks Resolution • Log in to CallPilot Manager. • Click Messaging→Message Delivery Configuration.
Page 140 On the Web server, click Start→ Programs→Administrative Tools. The Administrative Tools window opens. Double-click Event Viewer.The Event Viewer window opens. Copyright © 2007, Nortel Networks Resolution Click Refresh on the Internet Explorer toolbar or log in to CallPilot Manager again. Resolution Add Authenticated Users and INTERACTIVE to the Users group for the Web server.
Page 141 NT AUTHORITY\INTERACTIVE entry has been removed from the Users group. Note: Refer to the Microsoft bulletin Q327153 for more information. Copyright © 2007, Nortel Networks Resolution Click Add. The Select Users or Groups dialog box opens. Click the name of the local computer in the Look in list.
Page 142 41504, 41550, and 41506. Try to log in to CallPilot Manager. Does the problem still exist? Copyright © 2007, Nortel Networks Resolution The available services appear in the right pane. In the right pane, right-click IIS Admin Services, and then click Restart on the shortcut menu.
Page 143: Chapter 7 Meridian Mail To Callpilot Migration Troubleshoot Ing
• correcting pre-check inconsistencies • troubleshooting tools • Meridian Mail data collection error messages • CallPilot migration error messages Copyright © 2007, Nortel Networks Nortel CallPilot Troubleshooting Reference Guide NN44200-700 01.05 Standard 5.0 26 June 2007...
Page 144: Symptom 1: Error Reading Tape During Data Transfer Or Message Migration
If the situation does not allow you to do this, then skip this step. Copyright © 2007, Nortel Networks Resolution Correct the error according to the log information. If you cannot find a solution, go to the next step.
Page 145: Symptom 2: All Users Cannot Be Migrated Due To An Invalid User-Preferred Language Id
(MigTransaction.log) is located in the D:\nortel\MPCX\Migration folder on the CallPilot server. Check for the following error message: Copyright © 2007, Nortel Networks Symptom 3: The system failed to create a map directory 145 Resolution If the system does not display an error message, then the tape is good and the problem is on CallPilot server.
Page 146: Symptom 4: The Automatic Log File Backup Failed
(MigTransaction.log) is located in the D:\nortel\MPCX\Migration folder on the CallPilot server. Check for the following error message: Could not backup the. Copyright © 2007, Nortel Networks Resolution Note: You must always start the migration program from the directory D:\nortel\MPCX\Migration. If you still have problems when you start...
Page 147: Symptom 5: On A Recently Migrated System, A User Cannot Log In To The Mailbox Or Callpilot Does Not Recognize A User Receiving An Incoming Call
COSs. CallPilot does not migrate personal COSs and users with personal COSs. Check user’s mailbox number. Copyright © 2007, Nortel Networks recognize a user receiving an incoming call 147 Resolution Note: Older CallPilot releases do not support the automatic log file backup.
Page 148 Check the Meridian Mail log file. View it from the Meridian Mail→Tools menu. Does the problem still exist? Copyright © 2007, Nortel Networks Resolution If the user has a mailbox number that is less than three digits in length, perform one of the following tasks: •...
Page 150 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. *Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks. *Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.

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Nortel CallPilot NN44200-700 Troubleshooting Manual

Chapter 1 How to Get Help

Chapter 2 Overview

Chapter 3 Hardware Troubleshooting

Chapter 4 Network Troubleshooting

Chapter 5 Routing and Remote Access Troubleshooting

Chapter 6 Application Troubleshooting

Chapter 7 Meridian Mail to Callpilot Migration Troubleshoot Ing

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