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Nortel CallPilot 201i Server Maintenance and Diagnostics NN44200-705...
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The process of transmitting data and call messaging between the CallPilot server and the switch or system is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
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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.
Chapter 4 Using the operating system online diagnostic tools33 Overview 33 Viewing event logs 34 Using TCP/IP diagnostic tools 37 Chapter 5 Using CallPilot Manager to monitor hardware Understanding fault management 46 Section A: Tools for isolating and fixing hardware problems 46 Overview 47...
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Viewing the last diagnostic results 63 Section C: Working with the Multimedia and Channel Monitors 65 Working with the Multimedia Monitor 66 Working with the Channel Monitor 67 Chapter 6 Using CallPilot system utilities Overview 71 Diagnostics Tool 72 PEP Maintenance utility 73...
Getting help over the phone from a Nortel Solutions Center If you don’t find the information you require on the Nortel Technical Support Web site, and have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.
To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to: http://www.nortel.com/erc...
• performing hardware maintenance For a list of CallPilot documentation, see the document map on page 7. Who should read this guide This guide is for administrators, technicians, and engineers responsible for maintaining a CallPilot server. It is intended to act as a guide for: •...
Administration and Maintenance Guide (NN44200-600). Resolving system problems Introduction Chapters 2 to 5 in this guide describe how to use a variety of CallPilot resources for resolving system problems. If you cannot resolve your problem with the resources described in this guide, you can also refer to the following documents: •...
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CallPilot call service and system operation problems Using the CallPilot Troubleshooting Guide The CallPilot Troubleshooting Guide (NN44200-700) describes symptoms that can appear on all CallPilot server platforms, and ways to resolve them. Use the CallPilot Troubleshooting Guide to resolve the following types of problems: •...
(dongle) MPC-8 cards Approved replacement parts Before replacing any parts on your server, refer to the Nortel* product catalog for the part codes. Preparing for maintenance activities Before you proceed with hardware maintenance activities, review the CallPilot Installation and Configuration Task List (NN44200-306) for the...
Chapter 3 Troubleshooting your CallPilot system In this chapter "Overview" (page 17) "Section A: LED and HEX displays" (page 18) "Status LEDs and HEX display location" (page 18) "Interpreting the power status LED" (page 19) "Interpreting the MPC slot LEDs" (page 20) "Interpreting the network and drive activity LEDs"...
18 Chapter 3 Troubleshooting your CallPilot system LEDs and HEX display on the 201i server faceplate The LEDs indicate when: • the 201i server, MPC-8 card, or SCSI drive is in use • it is safe to remove the server from the switch, or the MPC-8 card from the server •...
Note: When the LED is lit, the HEX display may display one of the following: T:XX, F:XX, HOST, or DOWN. Note: You must courtesy down CallPilot, and then shut down the operating system before you can remove the 201i server from the switch. For instructions, see "Powering down the server"...
Interpreting the network and drive activity LEDs Introduction The 201i server provides four LEDs to indicate ELAN Subnet, Nortel server subnet, SCSI device, and IDE hard drive activity. They are labeled as follows: LED label...
22 Chapter 3 Troubleshooting your CallPilot system IF the E or C LEDs are blinking rapidly IDE drive LED states IF the I LED is SCSI device LED states IF the S LED is blinking lit solid Interpreting the HEX display...
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If the error is a non-critical error, the error code is logged in the operating system event log after the operating system startup completes and the CallPilot 8051 device driver starts. POST Terminal errors that result in a system halt do not appear on the HEX display.
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ROM-DOS. The operating system start sequence has started. The operating system start sequence was successful. CallPilot is starting and is not yet fully operational. CallPilot is fully operational and ready to accept calls. CallPilot is ready to accept calls. However, some services failed the start sequence.
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26 Chapter 3 Troubleshooting your CallPilot system The following table shows the critical startup diagnostic codes with their corresponding failure codes. Failure of these diagnostics means that there has been a server failure. The start cycle is halted. Note: When a test is successfully completed, the next test code appears.
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If a noncritical error occurs, the server continues the start sequence. The operating system start sequence started Note: If the CallPilot server software is not installed, the HEX display remains at NT. (This can occur if you are performing a system rebuild.)
CallPilot 8051 device driver starts. Note: If CallPilot is not installed, no event is logged. POST Terminal errors that result in a system halt do not appear on the HEX display.
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Completion of operating system start sequence. The 8051 system controller is running normally. The 201i CallPilot software loads. OK means that CallPilot has loaded. CallPilot Fault Management takes over. If FAIL, WARN, CRI, MAJ, or MIN appears instead of OK, a fault has occurred. Use the system and CallPilot Manager event logs and Alarm Monitor to determine what happened.
For a description, see Refer to the CallPilot Troubleshooting Guide for other suggestions. If you still cannot find the cause of the failure, call your Nortel technical support representative. To determine why the 201i server failed to start CallPilot...
This section describes how to access the runtime online diagnostic tools provided by the operating system server software. Use these tools when a serious problem prevents the use of the CallPilot diagnostic tools that are available in CallPilot Manager. Operating system Event Viewer The operating system Event Viewer provides event logs to help you diagnose and debug system problems.
Network connectivity is essential to CallPilot operation. Viewing event logs Introduction When the server startup cycle is complete, and if the CallPilot server has been configured (refer to the CallPilot <switch model> and CallPilot Server Configuration guide for your switch and server), the HEX display should show PASS, and messages in dialog boxes on the monitor indicate that CallPilot is ready to accept calls.
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• netstat These utilities help you to verify network connectivity. Network connectivity is essential to CallPilot operation. These utilities help you to thoroughly test the network interface and isolate any configuration problems. The ipconfig command The ipconfig command displays IP configuration information.
"Working with the Channel Monitor" (page 67) Understanding fault management Introduction Fault management is a term that describes how the CallPilot server detects and notifies you of potential or real hardware problems (faults). The server processes events to detect hardware problems and raises alarms to notify you when these problems occur.
Overview Introduction This section provides guidelines on how to use the CallPilot Manager tools to detect, isolate, and fix potential or real hardware problems. Component dependencies The status of some components is dependent on the operational status of other components. If a component fails or is stopped, the dependent components go out of service.
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48 Chapter 5 Using CallPilot Manager to monitor hardware About alarms Alarms are warnings generated by events. Alarms communicate the same information as events. However, alarms are reported in the Alarm Monitor instead of the Event Browser, and are managed differently than events: •...
first event and continue the investigation by using the Event Browser (see See also For detailed information on how to use the Alarm Monitor, refer to the CallPilot Administrator’s Guide (NN44200-601), or the CallPilot Manager online Help. Event Browser Introduction Use the Event Browser to investigate a series of events that occurred around the time an alarm was raised.
Result: A description of the event appears in a new Web browser window. View the description and recovery action. Repeat steps If the solution to the problem is not apparent, contact your Nortel technical support representative. See also For detailed information on how to use the Event Browser (for example, how to set preferences), refer to the CallPilot Administrator’s Guide...
Disabling call channels If you must take the CallPilot system out of service to perform software or hardware maintenance, Nortel recommends that you disable all call channels first. There are two ways to disable the call channels: •...
Note: The components that are listed on the Maintenance page are based on the CallPilot server type and the switch that is connected to CallPilot. The examples in this chapter are for illustration purposes and may not appear exactly the same on your system.
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Run CallPilot Manager and log in. In CallPilot Manager, click Maintenance → Maintenance Admin. Result: The Maintenance page appears. Click the plus sign (+) beside the CallPilot server to expand the component tree. Continue clicking the plus sign (+) until the component with which you want to work is visible.
To bring an out-of-service component back into service, you must start it. Start and stop components from the Maintenance section on the Maintenance page. Nortel 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: •...
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58 Chapter 5 Using CallPilot Manager to monitor hardware Courtesy stop A courtesy stop takes the component out of service only after the component has finished processing the active call. • If the component is currently processing a call, the call is not dropped;...
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Click the plus sign (+) beside the CallPilot server to expand the component tree. Continue clicking the plus sign (+) until the component with which you want to work is visible. Click the hardware component that you want to start or stop.
You want to ensure that a component is operating properly after installing or reinstalling it. • The CallPilot server has trouble processing incoming calls, and you hope that diagnostic results can tell you why. Problems include static, dropped calls, and cross talk (hearing another conversation).
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Run CallPilot Manager and log in. In CallPilot Manager, click Maintenance → Maintenance Admin. Result: The Maintenance page appears. Click the plus sign (+) beside the CallPilot server to expand the component tree. Continue clicking the plus sign (+) until the component with which you want to work is visible.
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Run CallPilot Manager and log in. In CallPilot Manager, click Maintenance → Maintenance Admin. Result: The Maintenance page appears. Click the plus sign (+) beside the CallPilot server to expand the component tree. Continue clicking the plus sign (+) until the component with which you want to work is visible.
66 Chapter 5 Using CallPilot Manager to monitor hardware "Working with the Channel Monitor" (page 67) Working with the Multimedia Monitor Introduction The Multimedia Monitor shows the status of multimedia channels. The multimedia channels are the DSP ports that process the calls. They are the voice, fax, and speech recognition channels.
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68 Chapter 5 Using CallPilot Manager to monitor hardware Do one of the following: IF you want to stop or start all of the channels associated with a DS30X link only one or several channels that are associated with a DS30X link Click Courtesy Stop, Stop, or Start, as required.
Trace System Monitor Accessing the system utilities All CallPilot utilities are accessible from the CallPilot server in the Start → Programs → CallPilot → System Utilities menu. Diagnostics Tool Introduction The Diagnostics Tool allows you to enable or disable CallPilot startup diagnostics.
For information on installing or uninstalling PEPs, refer to the CallPilot Software Administration and Maintenance guide. To access the PEP Maintenance utility From the Windows desktop, click Start → Programs → CallPilot → System Utilities → PEP Maintenance Utility. Result: The DMI Viewer window appears.
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74 Chapter 6 Using CallPilot system utilities To view a list of all installed PEPs Step Action Click the component for which you want to display the PEP list. Click Show PEPs. Result: A list of all installed PEPs appears in the left pane.
The session information might tell the administrator why the MWI was turned on. To access the session trace tool From the Windows desktop, click Start → Programs → CallPilot → System Utilities → Session Trace Tool. Result: The MCE Session Trace window appears.
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System Monitor is a non-destructive tool that does not alter the behavior of any CallPilot components. To access the System Monitor On the Windows desktop, click Start → Programs → CallPilot → System Utilities → System Monitor. Result: The CallPilot System Monitor window appears. By default, the Channel Monitor tab appears on top.
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82 Chapter 6 Using CallPilot system utilities CallPilot services The Service Name pane shows the status of services from a CallPilot perspective. The status shown in the operating system 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.
84 Chapter 6 Using CallPilot system utilities PEP information and configured Service DNs are listed in the bottom part of the window. About the Legend/Help tab The following iillustration shows the Legend/Help tab. Consult this tab for descriptions of the icons found in the Channel Monitor tab...
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The session information can tell the administrator why the MWI was turned on. To access the session trace tool From the Windows desktop, click Start → Programs → CallPilot → System Utilities → Session Trace Tool. Result: The MCE Session Trace window appears.
Action Power down the server by unseating it from the back plane. Wait 15 seconds to complete powering down, then remove the server. For instructions, refer to the CallPilot Installation and Configuration Task List (NN44200-306). Turn off the monitor. Disconnect the monitor, keyboard, and mouse.
Introduction Replace the server only if you are instructed to do so. For activities that are not supported as field procedures, you must return the server to Nortel for service. This section summarizes the procedure for replacing the server. References are made to specific component replacement procedures where applicable.
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Boot the server to the operating system. Run the Configuration Wizard to configure the new hardware. For instructions, refer to the CallPilot <switch model> and CallPilot Server Configuration guide for your switch and server. 201i server component diagram: exploded view The following diagram identifies component locations on the 201i server.
The kit description and assembly instructions are described later in this section. The 2.5 inch hard drive is ordered separately. See the Nortel price book for particulars. Equipment required The following equipment is required for this procedure: •...
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—End— Description Power coupler, large to small 2.5 inch disk drive. This item is ordered separately. Check the Nortel price book for ordering procedures. Screws (for mounting the hard drive on the bracket) Nortel CallPilot 201i Server Maintenance and Diagnostics NN44200-705 01.01 Standard...
Replacing Multimedia Processing Cards Introduction The Nortel MPC-8 card supports multimedia telephony services on the 201i server. Note: The 201i server motherboard contains one built-in MPC. This MPC is known as MPC 1. Supported MPC-8 card versions The 201i server supports MPC-8 cards, Release 14 or later.
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Action You can replace an MPC-8 card without powering down the 201i server. You must, however, disable the MPC-8 card using the CallPilot Manager software (as described in this procedure) before you remove it from the server. This procedure assumes that the 201i server is locked into position on the IPE shelf.
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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 Networks, the Nortel Networks logo, and the Globemark are trademarks of Nortel Networks. *Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.