Nortel CallPilot 600r Server Maintenance and Diagnostics NN44200-703...
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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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RADISYS is a trademark of Radisys Corporation. SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA. SYBASE is a trademark of Sybase, Inc. TEAC is a trademark of TEAC Corporation US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are trademarks of US Robotics. WINZIP is a trademark of Nico Mark Computing, Inc.
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Publication History April 2007 CallPilot 5.0, Standard 01.04 of the 600r Server Maintenance and Diagnostics guide is issued for general availability. April 2007 CallPilot 5.0, Standard 01.03 of the 600r Server Maintenance and Diagnostics guide is issued for general availability.
Chapter 1 How to get help Chapter 2 Outlining maintenance and diagnostics activities 600r server features 13 Maintenance and diagnostics overview 15 Chapter 3 Troubleshooting your CallPilot system Startup diagnostics overview 19 Basic hardware check 19 Power-On Self-Test diagnostics 23...
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To run the POST 23 To determine why the server failed to boot to Windows 28 To determine why CallPilot failed to come into service 28 To use the operating system Event Viewer 30 To run the ipconfig command from Windows 34...
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To replace the DVD drive 88 To replace the DIMM cards 91 To replace the software feature key 92 To display the Nortel CallPilot Image Menu 98 To upgrade or configure the BIOS 99 To view SSU logs 102 To clear SSU logs 102...
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.
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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: www.nortel.com/erc...
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Component Interconnect (PCI) card bracket is in the middle of the back panel while the connectors and ports are along the bottom and left side. Note: Nortel provides only AC power supply. The server works with a DC-to-AC converter, however, you must ensure the converter meets the AC requirements specified on the label of the power supply cover.
* Used with DC server input power supplies. This option is not available and not supported by Nortel. Maintenance and diagnostics overview When you purchase your CallPilot server, the Windows operating system and CallPilot server software are already installed on your system. The maintenance and diagnostic activities discussed in this guide are divided into two groups of activities: •...
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The "Starting up and shutting down the CallPilot server" chapter in the Installation and Configuration Task List (NN44200-306) explains how to restart, shut down, and power up the CallPilot server. The system can ask you to perform one or more of these tasks while maintaining your server.
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20 Chapter 3 Troubleshooting your CallPilot system To run the startup test Step Action Turn on the server (A) and observe the front panel display. Figure 4 600r server front controls and LEDs. Result: All the LEDs on the front panel illuminate for a few seconds.
To run the POST Step Action Power up the CallPilot server and monitor. Result: After a few seconds, POST begins to run. After the memory test, various screen prompts and messages appear. Observe the screen for any error messages and listen for POST beep codes.
Nortel Support for further instructions. If your system emits POST beep codes, record the beep code sequence and then call Nortel technical support before attempting to correct the problem. Some POST beep codes are fatal and can require that you replace the server.
The CMOS is ignored and NVRAM is cleared. You must enter Setup. CAUTION Risk of system damage The use of parts that are not supplied by Nortel can cause serious system problems or void your Nortel warranty. Part number NTRH9205E5...
To determine why CallPilot failed to come into service Step Action If CallPilot failed to come into service, follow these steps: Assuming the server loads Windows and you are able to log on, note any failed MPB self-diagnostic failures when you log on to Windows.
This section describes how to access the run-time online diagnostic tools provided by the Windows server software. Use the following tools when a serious problem prevents the use of the CallPilot diagnostic tools that are available in CallPilot Manager. •...
If the server fails to boot up from the hard drive and you cannot log on to Windows, use the Nortel CallPilot Image Utilities on the DVD to view the server system event logs. The server system event logs are hardware specific and are independent of the CallPilot event log files found in the...
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The chkdsk utility checks for errors at the Windows file system level. CallPilot receives errors at both the Windows and CallPilot file system levels. The chkdsk utility does not detect CallPilot file system level errors. Note: A version of this utility, called autocheck, automatically runs during Windows startup.
"Working with the Channel Monitor" (page 60) Understanding fault management Fault management is a subsystem within CallPilot that detects and notifies you of potential or real hardware problems with the multimedia hardware. CallPilot monitors events in the multimedia hardware and raises an alarm when a fault occurs.
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44 Chapter 5 Monitoring multimedia hardware All events are reported to the fault management server. The fault management server enables the CallPilot server to listen and respond to its clients. The interaction is called event processing and is the means by which the server detects hardware faults in the multimedia hardware.
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: •...
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Note: The components that are listed on the Maintenance screen are based on the CallPilot server type and the switch that is connected to CallPilot. The examples in this chapter are for illustration purposes and can appear differently on your system.
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The component has been taken out of service at the switch. A red alarm exists at the receiving device. This alarm is sent by the receiving T1 device to CallPilot, and it remains in effect until the red alarm is cleared at the receiving device.
Log on to CallPilot Manager. Click Maintenance → Maintenance Admin. Result: The Maintenance screen appears. Click the plus sign (+) beside the CallPilot server to expand the component tree. Continue clicking the plus sign (+) until the component with which you want to work is visible.
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Result: The Maintenance screen 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. 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 is having trouble processing incoming calls and you are hoping that diagnostic results can tell you why. Problems include static, dropped calls, and cross talk (hearing another conversation).
To run a diagnostic test Step Action In order to run a diagnostics test, the component must be out of service. Nortel recommends that you courtesy stop rather than stop a component if possible. For instructions, see Log on to CallPilot Manager.
Log on to CallPilot Manager. Click Maintenance → Maintenance Admin. Result: The Maintenance screen appears. Click the plus sign (+) beside the CallPilot server to expand the component tree. Continue clicking the plus sign (+) until the component with which you want to work is visible.
CallPilot. To view or work with call channel states Step Action Log on to CallPilot Manager. Click Maintenance → Channel Monitor. Result: The Channel Monitor screen appears, showing the DS30X (also known as DS0) channels associated with each DS30X link.
CPTrace Tool Backup Restore Tool Accessing the system utilities All CallPilot utilities are accessible from the CallPilot server in the Start → Programs → CallPilot → System Utilities menu. Diagnostics Tool The Diagnostics Tool lets you enable or disable CallPilot startup diagnostics.
To disable startup diagnostics Step Action Nortel recommends that you leave the startup diagnostics turned on. After you disable CallPilot startup diagnostics, CallPilot is prevented from automatically identifying hardware problems that can exist after the system and its services are started (for example, DSP, TimeSwitch, or MediaBus).
To access the CallPilot System Monitor Step Action 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. Click the other tabs to view the information about those tabs.
The status shown in the Windows Services Control Panel can state that a service is running, but it may not actually be fully running or in service from a CallPilot perspective. Refer to the System Monitor tool Channel Monitor tab for the true status.
(also referred to as a DS30 link). Each box in the row represents one DS30X channel. The DS30X links connect the CallPilot server to the MGate card in the Meridian 1 switch or Communication Server 1000* system. The DS30X link to the switch is supported by a cable connection.
Lightweight Directory Access Protocol (LDAP) Directory Synchronization operation. CP Trace can also be used to gather trace statements from the CallPilot Audio Player and My CallPilot, if these applications are resident on the CallPilot server, The following procedure describes how to gather trace statements from LDAP Directory Synchronization only.
Backup Restore Tool Use the CallPilot Backup and Restore Tool to backup and restore all critical data, including messages and configuration information. This includes all data that can be obtained by running the various archives. The operating system and CallPilot software are not backed up.
The 600r server has one SCSI drive. You do not need to remove the server cover to add or replace a hard drive, but you must remove the front bezel. You must replace the hard drive with an identical unit or other Nortel-approved hard drive.
Replacing memory DIMMs There are two Dual Inline Memory Modules (DIMMs) installed on your server. You must replace the memory DIMMs with those in the Nortel replacement pack. Nortel does not support more than two DIMM modules in the 600r server.
The Basic Input/Output System (BIOS) of your 600r server is Flash ROM-based code. Upgrade or reconfigure the BIOS using the utilities on the CallPilot Image DVD. The utility programs write updated code to the Flash ROM chips. Upgrading or reconfiguring the BIOS is a three-step process: 1.
BIOS or CMOS failure. Requirements for upgrading or reconfiguring the BIOS You must have the CallPilot Image DVD to upgrade or reconfigure the BIOS. You must have all the hardware components of your system installed and connected before you upgrade the BIOS.
To upgrade or configure the BIOS Step Action Enter 1 to run the 600r server BIOS update from the Nortel CallPilot Image Menu. Result: The following message appears: Enter Y to update the BIOS [Y,N] Enter Y to confirm. Result: The system displays the BIOS update progress and the following message appears: Update is now complete...
To view your non-default CMOS settings, perform the following steps: Step Action Insert the CallPilot 600r DVD and select 3 from the Startup menu: Utilities (BIOS, Firmware, etc...) Result: The Nortel CallPilot Image Menu appears. Select 3. 600r server Display Non-Default CMOS Settings.
Image Menu that lists the utilities. For more details, see the Nortel CallPilot Image Menu" (page Enter 4 to run the 600r system utility and SEL viewer from the Nortel CallPilot Image Menu. Confirm that you want to run the utility by entering Y.
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.