Related Manuals for Avaya CallPilot 202i
Summary of Contents for Avaya CallPilot 202i
- Page 1 Avaya CallPilot 202i Server Maintenance and Diagnostics NN44200-708, 01.04 December 2010...
- Page 2 Product provided by Avaya including the selection, arrangement and While reasonable efforts have been made to ensure that the design of the content is owned either by Avaya or its licensors and is information in this document is complete and accurate at the time of protected by copyright and other intellectual property laws including the printing, Avaya assumes no liability for any errors.
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Page 3: Table Of Contents
Chapter 1: Customer service....................7 Getting technical documentation........................7 Getting product training.............................7 Getting help from a distributor or reseller......................7 Getting technical support from the Avaya Web site..................8 Chapter 2: About this guide.....................9 In this chapter..............................9 Maintenance and diagnostics overview......................9 Who should read this guide..........................9 Resolving system problems..........................10... - Page 4 Running diagnostics on call channels......................50 Section B: Working with the Maintenance page....................51 In this section..............................51 Introducing the Maintenance page........................51 What the Maintenance page provides......................51 Maintenance activities for each component....................52 Viewing component states..........................53 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
- Page 5 Chapter 7: Performing hardware maintenance and mechanical assembly.......79 In this chapter..............................79 Overview.................................79 Equipment required............................79 Before you begin.............................80 Removing the server from the switch......................80 Equipment required............................80 What is next?..............................81 Replacing the server............................81 202i server component diagram........................81 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
- Page 6 Replacing the hard drive..........................82 Equipment required............................82 Before you begin.............................83 Hard drive assembly diagram.........................83 What is next?..............................86 Replacing the software feature key.........................86 Equipment required............................86 Before you begin.............................86 Index............................89 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
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Page 7: Chapter 1: Customer Service
Chapter 1: Customer service Visit the Avaya Web site to access the complete range of services and support that Avaya provides. Go www.avaya.com or go to one of the pages listed in the following sections. Navigation • Getting technical documentation on page 7 •... -
Page 8: Getting Technical Support From The Avaya Web Site
Customer service Getting technical support from the Avaya Web site The easiest and most effective way to get technical support for Avaya products is from the Avaya Technical Support Web site at www.avaya.com/support. Avaya CallPilot 202i Server Maintenance and Diagnostics... -
Page 9: Chapter 2: About This Guide
13. Who should read this guide This guide is for administrators, technicians, and engineers who maintain an Avaya CallPilot server. It is intended to be a guide for the following purposes: • using system tools to identify the cause of system problems •... -
Page 10: Resolving System Problems
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. To locate instructions for these tasks, see the CallPilot Software Administration and Maintenance Guide .NN44200-600. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 11: Resolving System Problems
Using CallPilot Manager to monitor Maintenance page in CallPilot Manager hardware on page 45 ® Use the following CallPilot system utilities: Using Avaya CallPilot system utilities page 65 • Diagnostics Tool • System Monitor Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 12: Using The Callpilot Administrator's Guide
The 202i server (in the event of a complete Replacing the server on page 81 system failure) The hard drive Replacing the hard drive on page 82 The software feature key (dongle) Replacing the software feature key page 86 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 13: Approved Replacement Parts
Approved replacement parts Approved replacement parts Before you replace any parts on your server, see the Avaya product catalog for the part codes. Caution: Risk of system damage The use of parts that are not approved by Avaya can cause serious system problems or void your Avaya warranty. - Page 14 Desktop Messaging and My CallPilot Installation and Administration Guide (NN44200-305) Administration Administrator Guide (NN44200-601) Software Administration and Maintenance Guide (NN44200-600) Meridian Mail to CallPilot Migration Utility Guide (NN44200-502) Application Builder Guide (NN44200-102) Reporter Guide (NN44200-603) Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
- Page 15 Desktop Messaging User Guide for Lotus Notes (NN44200-104) Desktop Messaging User Guide for Novell Groupwise (NN44200-105) Desktop Messaging User Guide for Internet Clients (NN44200-108) Desktop Messaging User Guide for My CallPilot (NN44200-109) Voice Forms Transcriber User Guide (NN44200-110) Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
- Page 16 About this guide Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
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Page 17: Chapter 3: Troubleshooting Your Avaya Callpilot ® System
29 Overview This guide provides instructions to use the resources provided by your 202i system. Use these resources to determine the cause of system problems, and then resolve them. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 18: Leds And Hex Display On The 202I Server Faceplate
Status LEDs and HEX display location on page 19 Interpreting the power status LED on page 19 Interpreting the network and drive activity LEDs on page 21 Interpreting the HEX display on page 22 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 19: Status Leds And Hex Display Location
Risk of equipment damage or data loss Do not remove the 202i server during normal operation or certain phases of the startup sequence, as this can damage the operating system files on the hard disk. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 20: Power Status Led Functions
• The server has completed the startup sequence and is running. Note: You must courtesy down Avaya CallPilot, and then shut down the operating system before you can remove the 202i server from the switch. For instructions, see "Powering down the server" in the Avaya CallPilot Installation and Configuration Task List. -
Page 21: Interpreting The Network And Drive Activity Leds
The 202i server provides two LEDs for each RJ45 Ethernet connector to indicate ELAN Subnet, and Avaya server subnet CLAN activity. They following diagram shows a close up view of the two RJ45 Ethernet connectors and the two LEDs for each connector. -
Page 22: Hard Drive Led States
For a description of the codes that appear during startup diagnostics, see Startup diagnostic codes on page 25. For a description of the startup sequence, see Startup sequence description on page 27. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 23: Hex Display Codes
PASS CallPilot is fully operational and ready to accept calls. WARN CallPilot is ready to accept calls. However, some services failed the start sequence. Review the event log for further information. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 24: Section B: Startup Diagnostics
• The DOWN message does not scroll. Section B: Startup diagnostics In this section Startup diagnostic codes on page 25 Startup sequence description on page 27 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 25: Startup Diagnostic Codes
Start of BIOS diagnostics HOST continues to The monitor displays the BIOS start screen. scroll across the HEX If a critical error occurs, the start cycle halts. display Examples of critical errors are memory Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 26: Non Critical Operating System And Switch Diagnostic Codes
The system controller communicates with the switch, indicating that two cards are installed, and waits for switch acknowledgement. C:01 Initialization of the first DS30x interface C:01 Initialization of the first DS30x interface failed. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 27: P:xx Failure Codes
Important: POST Terminal errors that result in a system halt do not appear on the HEX display. If you cannot use the HEX display to determine the cause of a system halt, contact your Avaya technical support representative. Startup sequence description The following table describes the startup sequence and the diagnostic stages that occur. - Page 28 If the Maintenance Configuration Detection Information box appears, click OK unless you want a reminder to configure the server. Completion of operating system start sequence. The 8051 system controller is running normally. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
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Page 29: Troubleshooting Startup Problems
Allow 5 minutes for the start cycle to complete. 4. For other suggestions, see the CallPilot Troubleshooting Guide. 5. If you still cannot find the cause of the failure, call your Avaya technical support representative. To determine why the 202i server failed to start CallPilot 1. - Page 30 32. 5. For other suggestions, see the CallPilot Troubleshooting Guide for other suggestions. 6. If you still cannot find the cause of the failure, call your Avaya technical support representative. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
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Page 31: Chapter 4: Using The Operating System Online Diagnostic Tools
Use these tools when a serious problem prevents the use ® of the Avaya CallPilot diagnostic tools that are available in Avaya CallPilot Manager. Caution: Risk of software corruption Do not run utilities that are not documented in this guide. -
Page 32: Operating System Diagnostics
To use the operating system Event Viewer on page 33) • CallPilot Event Browser or Alarm Monitor in CallPilot Manager For more information, perform one of the following: - See Alarm Monitor on page 48. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 33: Types Of Event Logs
Event Viewer window. See also To use the operating system Event Viewer on page 33. To use the operating system Event Viewer 1. Click Start, Programs, Administrative Tools, Event Viewer. The Event Viewer window appears. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... - Page 34 2. To view a log, click the name of the log in the left pane. The illustration shows an example of the Application log. An example of a System log appears in the following illustration. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
- Page 35 34. 5. Use the error description to help determine how to resolve errors. Note: If the error persists or does not suggest a solution, contact your Avaya support representative. 6. Click Close. The event log reappears.
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Page 36: Using Tcp/Ip Diagnostic Tools
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 ipconfig /[ ] The following flags are available for the ipconfig command. Flag Description Displays Help information. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 37: The Ping Command
Pings the specified host until interrupted. Resolves addresses to host names. -n count Specifies the number of echo requests to send. -l size Sends buffer size. Set Don't Fragment flag in packet. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 38: The Tracert Command
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. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 39: Tracert Syntax
[-d] [-h maximum_hops] [j host_list] [-w timeout] [target name] Example: tracert 200.286.0.32 210 200.236.0.04 3. Press Enter. The system runs the tracert utility. 4. Type Exit to exit the Command Prompt window. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 40: The Arp Command
1. Click Start, Programs, Accessories, Command Prompt to display the command prompt window. The Command Prompt window appears. 2. At the prompt, type arp with the required parameters (for example, arp -g 200.286.0.32). Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 41: The Nbtstat Command
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. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 42: The Netstat Command
Redisplays selected statistics, pausing between each display. Press Ctrl+C to stop redisplaying statistics. To run the netstat command from the operating system 1. Click Start, Programs, Accessories, Command Prompt to display the command prompt window. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... - Page 43 The Command Prompt window appears. 2. At the prompt, type netstat with the required parameters. 3. Press Enter. The system runs the netstat utility. 4. Type Exit to close the Command Prompt window. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
- Page 44 Using the operating system online diagnostic tools Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
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Page 45: Chapter 5: Using Callpilot Manager To Monitor Hardware
Working with the Channel Monitor on page 64 Understanding fault management ® Fault management describes how the Avaya CallPilot server detects and notifies you of potential or real hardware problems (faults). Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 46: Event Processing
DSP switching to disabled status. All events are reported to the fault management server, a subsystem within the Avaya CallPilot server. The fault management server enables the server to listen and respond to clients. The interaction is called event processing and is the means by which the server detects hardware faults. -
Page 47: Overview
• 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 page Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 48: Alarm Monitor
6. If the solution to the problem is not apparent, obtain the return code of the first event and continue the investigation by using the Event Browser (see Event Browser page 49). Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 49: Event Browser
5. Repeat steps on page 49 and on page 49 to view more events, if necessary. 6. If the solution to the problem is not apparent, contact your Avaya technical support representative. Maintenance page Use the Maintenance page to obtain status information for suspect components. -
Page 50: More Information
Disabling call channels If you must take the CallPilot system out of service to perform software or hardware maintenance, Avaya recommends that you disable all call channels first. Two way are available to disable the call channels: • Courtesy stop the channels (preferred method). -
Page 51: Section B: Working With The Maintenance Page
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. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 52: Maintenance Activities For Each Component
• Viewing the last diagnostic results on page 60 Maintenance activities for each component The following table identifies the maintenance activities you can perform for each component in the component tree. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 53: Viewing Component States
This state occurs quickly and is immediately followed by Idle. 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. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 54: Alert Icons
5. Click the hardware component with which you want to work. The Maintenance page refreshes to show details about the component. 6. Scroll down to the Maintenance section. 7. View the state of the selected component in the State box. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 55: Starting And Stopping Components
Start and stop components from the Maintenance section on the Maintenance page. Important: Avaya recommends that, if possible, you courtesy stop a component. Courtesy stop is available only at the individual channel level. To courtesy down CallPilot, use the following tools: •... -
Page 56: Stop
4. Continue clicking the plus sign (+) until the component with which you want to work is visible. 5. Click the hardware component that you want to start or stop. The Maintenance page refreshes to show details about the component. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 57: Running Integrated Diagnostics
• You want to ensure that a component is operating properly after you install or reinstall it. • The CallPilot server cannot process incoming calls, and you hope that diagnostic results explain why. Problems include static, dropped calls, and cross talk (hearing another conversation). Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 58: Before You Begin
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 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... - Page 59 (such as the Time Switch), you must either replace its parent component or contact your Avaya technical support representative, depending on the component. Important: Avaya recommends that you courtesy stop rather than stop a component if possible. For instructions, see Starting and stopping components on page 55 To run a diagnostic test 1.
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Page 60: Viewing The Last Diagnostic Results
The Diagnostic Results box in the Diagnostics section displays diagnostic results when you click Get Last Result. Viewing the last diagnostic results You can review the results of previously run diagnostics by clicking the Get Last Results button for a component. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... - Page 61 Viewing the last diagnostic results To view the last diagnostics result Important: Avaya recommends that you courtesy stop rather than stop a component if possible. For instructions, see Starting and stopping components on page 55. Run CallPilot Manager and log on.
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Page 62: Last Diagnostic Results
The results of the last diagnostic test display the following information in the Diagnostic Results box: • diagnostic title • diagnostic result: pass or fail • the date and time the test was completed Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 63: Section C: Working With The Multimedia And Channel Monitors
Only one or several channels that are Check the check box for each channel associated with a DSP. that you want to stop or start. 4. Click Courtesy Stop, Stop, or Start as required. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 64: Working With The Channel Monitor
The selected channels change to off-duty or on-duty status, according to the action you chose. Note: If the buttons are not available, wait a few seconds for the page to refresh. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 65: Chapter 6: Using Avaya Callpilot ® System Utilities
68 Session Trace on page 68 System Monitor on page 73 Overview The following table lists the Avaya CallPilot system utilities. Utility Description Diagnostics Tool Allows CallPilot startup diagnostics to be enabled or disabled (turned on or off). -
Page 66: Accessing The System Utilities
When you disable startup diagnostics, you can save time during system maintenance operations where restarts or Call Processing services restarts are required. Avaya recommends that you perform the following three steps: • Use the Diagnostics Tool to turn off CallPilot startup diagnostics. -
Page 67: To Enable Startup Diagnostics
To disable startup diagnostics Important: Avaya recommends that you leave the startup diagnostics turned on. When you disable CallPilot startup diagnostics, you prevent CallPilot from automatically identifying hardware problems that may exist when the system and the services start (DSP, TimeSwitch, MediaBus). -
Page 68: Pep Maintenance Utility
• express messaging activity (messages composed and sent, or left in a mailbox) • the number of messages played or not played at the beginning, middle, and end of a session • the number of deleted read messages Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 69: To Access The Session Trace Tool
1–2 days. To access the session trace tool From the Windows desktop, click Start, Programs, CallPilot, System Utilities, Session Trace Tool. The MCE Session Trace window appears. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 70: To Find A Session
® Using Avaya CallPilot system utilities To find a session 1. From the Session Type list, select the type of session. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... - Page 71 If you selected All Session Types for a user, the session type information appears to the right of the window. 4. Double-click the session type to display the session information. The Session Type information appears at the bottom of the window. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
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Page 72: Session Type Information
® Using Avaya CallPilot system utilities Session type information Figure 1: Call Answering session type information Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 73: System Monitor
Legend/Help Provides a description of icons and terminology displayed in the System Monitor window. System Monitor is a non destructive tool that does not alter the behavior of any CallPilot components. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 74: To Access The System Monitor
Services control panel may state that a service is running, but it may not actually be fully running or in service from a CallPilot perspective. See the System Monitor tool Channel Monitor tab for the true status. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 75: Dsps
Click the Legend/Help tab to view descriptions of the multimedia channel icons. For 202i servers, DSPs reside on the motherboard. DSPs are distributed as follows. The 202i server contains four DSPs located on the motherboard. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 76: Ds30X Links
The numbered items provide information about the purchased features . Information about the underlying operating system, including the server IP addresses, is in the top right corner. PEP information and configured Service DNs are in the bottom part of the window. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 77: About The Legend/Help Tab
About the Legend/Help tab About the Legend/Help tab The following illustration shows the Legend/Help tab. Consult this tab for descriptions of the icons on the Channel Monitor tab. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... - Page 78 ® Using Avaya CallPilot system utilities Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
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Page 79: Chapter 7: Performing Hardware Maintenance And Mechanical Assembly
Equipment required You need the following tools, based on the component you are replacing: • antistatic wrist strap or antistatic mat • Phillips No. 1 and No. 2 screwdrivers • tweezers Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 80: Before You Begin
4. Open the lock latches at the top and bottom of the server. 5. Grip the faceplate, and then unseat the server from the switch. Wait 15 seconds, and then remove the server. 6. Place the server on a clean, static-resistant surface. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 81: What Is Next
To replace the server 1. If the installed server is functional, perform a full backup of the hard disk as a precautionary measure. 2. Shut down the installed server (see "Starting up and shutting down the Avaya ® CallPilot server" in the Avaya CallPilot Installation and Configuration Task List). -
Page 82: Replacing The Hard Drive
The hard drive is secured in place by four screws through the motherboard. Equipment required The following equipment is required for this procedure: • antistatic wrist strap • Phillips No. 1 screwdriver • nonmetallic pencil Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... -
Page 83: Before You Begin
Turn the server over and slide the hard drive toward the backplane connectors to remove it from the socket. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... - Page 84 Hold the hard drive against the motherboard with one hand and turn the board over to access the mounting hole. d. Use the nonmetallic object to align the fiber washer with the mounting hole. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
- Page 85 4. Slide the hard drive the remainder of the way into the socket on the motherboard. 5. Fully tighten the four hard drive retaining screws. 6. Replace the server in the shelf. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
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Page 86: What Is Next
Ensure that you do not bend the clip so that it can no longer apply downward pressure. 2. Use the tweezers to pull the software feature key from the socket. 3. Insert the software feature key into the socket on the replacement server, lip side up. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... - Page 87 Before you begin When the software feature key (dongle) is correctly installed, it is firmly seated in the socket. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
- Page 88 Performing hardware maintenance and mechanical assembly Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
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Page 89: Index
............... Event Browser, using ........... Courtesy stop, description .......... events CRI (fault status), what to do ........about ............critical services, CallPilot ..........investigating ..........critical startup diagnostics .......... fault management Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010... - Page 90 ........... types, description ..........purpose ..............viewing ..............Legend/Help tab ............events logs about .............. event, viewing ............investigating ............types, viewing ............FAIL (fault status), what to do ........Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
- Page 91 ..............power status LED ..........netstat ..............ping ..............tracert ..............tracert command ........... replacement parts, obtaining ........parameters and descriptions ........ reseller ................. running from the operating system ...... Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...
- Page 92 Diagnostics Tool ..........training ................. PEP Maintenance ........... troubleshooting Session Trace ..........overview ............System Monitor ..........resources ............in this guide ............ WARN (fault status), what to do ......... utilities Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010...