Nortel CallPilot User Manual

Nortel callpilot: user guide
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Nortel CallPilot
1002rp Server Maintenance and
Diagnostics
NN44200-701
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Summary of Contents for Nortel CallPilot

  • Page 1 Nortel CallPilot 1002rp Server Maintenance and Diagnostics NN44200-701...
  • Page 2 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.
  • Page 3 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.
  • Page 5 Publication History April 2007 CallPilot 5.0 Standard 01.02 of the 1002rp Server Maintenance and Diagnostics is issued for general release. Added a precaution note on replacement hard drive size. February 2007 CallPilot 5.0 Standard 01.01 of the 1002rp Server Maintenance and Diagnostics is issued for general release.
  • Page 6 6 Publication History Nortel CallPilot 1002rp Server Maintenance and Diagnostics NN44200-701 01.02 Standard 5.0 4 April 2007 Copyright © 2007, Nortel Networks Nortel Networks Confidential...
  • Page 7: Table Of Contents

    Shutting down services 37 Conducting TSTSERIO tests 40 Conducting TSTSERIO tests with the loopback plug 42 Restarting services 43 Chapter 6 Using CallPilot Manager to monitor hardware Understanding fault management 45 Alarm Monitor 47 Event Browser 48 Channel and Multimedia Monitors 50...
  • Page 8 8 Contents Working with the Multimedia Monitor 61 Working with the Channel Monitor 63 Chapter 7 Using CallPilot system utilities Overview 67 Diagnostics Tool 68 PEP Maintenance utility 69 Session Trace 69 System Monitor 71 Chapter 8 Replacing basic chassis components Removing the front bezel and server cover 77 Replacing air filters 80...
  • Page 9 Configuring the 1002rp Pentium III BIOS 144 Replacing or adding dual inline memory modules 147 Maintaining the onboard video and network cards 149 Index 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007 Contents 9...
  • Page 10 10 Contents Nortel CallPilot 1002rp Server Maintenance and Diagnostics NN44200-701 01.02 Standard 5.0 4 April 2007 Copyright © 2007, Nortel Networks Nortel Networks Confidential...
  • Page 11: Chapter 1 How To Get Help

    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.
  • Page 12: Getting Help From A Specialist By Using An Express Routing Code

    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...
  • Page 13: Chapter 2 About This Guide

    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. You may be asked to perform one or more of these tasks while maintaining your server.
  • Page 14 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks 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. Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007...
  • Page 15 Maintenance and diagnostics overview 15 Nortel CallPilot 1002rp Server Maintenance and Diagnostics NN44200-701 01.02 Standard 5.0 4 April 2007 Copyright © 2007, Nortel Networks Nortel Networks Confidential...
  • Page 16 16 Chapter 2 About this guide Nortel CallPilot 1002rp Server Maintenance and Diagnostics NN44200-701 01.02 Standard 5.0 4 April 2007 Copyright © 2007, Nortel Networks Nortel Networks Confidential...
  • Page 17: Chapter 3 Troubleshooting Your Callpilot System

    Chapter 3 Troubleshooting your CallPilot system In this chapter "Startup diagnostics overview" (page 17) "Basic hardware check" (page 17) "Power-On Self-Test diagnostics" (page 18) "Interpreting POST diagnostics" (page 19) "Interpreting startup diagnostics from SCSI BIOS" (page 20) "What to do when the server fails to boot into service" (page 21)
  • Page 18: Power-On Self-Test Diagnostics

    18 Chapter 3 Troubleshooting your CallPilot system To run the startup test Step Action Power on the server and observe the front panel display. Result: All LEDs on the panel illuminate for a few seconds. The green power LED remains illuminated.
  • Page 19: Interpreting Post Diagnostics

    firmware. A beep code is a series of separate tones, each equal in length. Record the beep code sequence before calling Nortel technical support. Some POST beep codes are fatal and may require that you replace the Single Board Card (SBC).
  • Page 20: Interpreting Startup Diagnostics From Scsi Bios

    20 Chapter 3 Troubleshooting your CallPilot system Beep count Interpreting startup diagnostics from SCSI BIOS The results from the SCSI controller diagnostics appear after the POST results. Applicable cards Results of the startup diagnostics appear only if you have the following cards installed on your system: •...
  • Page 21: What To Do When The Server Fails To Boot Into Service

    If you still cannot determine the cause of the startup failure, call your Nortel technical support representative. To determine why the server failed to boot into CallPilot If the system-ready indicator indicates that the system is not booting into...
  • Page 22 22 Chapter 3 Troubleshooting your CallPilot system Nortel CallPilot 1002rp Server Maintenance and Diagnostics NN44200-701 01.02 Standard 5.0 4 April 2007 Copyright © 2007, Nortel Networks Nortel Networks Confidential...
  • Page 23: Chapter 4 Using Windows Online Diagnostic Tools

    • chkdsk utility Viewing event logs When the server startup cycle is complete, and if the CallPilot server has been configured, messages in dialog boxes on the monitor indicate that CallPilot is ready to accept calls. 1002rp Server Maintenance and Diagnostics Copyright ©...
  • Page 24 Note: The Event Browser and Alarm Monitor include online Help for events, which may help you to resolve the problem. If you cannot log on to the CallPilot system using a web browser due to server problems, then use the Windows Event Viewer.
  • Page 25 The following illustration shows an example of the Application Log. Application log The following illustration shows an example of a System log. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007 Viewing event logs 25 Nortel Networks Confidential...
  • Page 26 Note: If the error persists or the error description does not suggest a solution, contact your Nortel support representative. Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007 Nortel Networks Confidential...
  • Page 27: Using Tcp/Ip Diagnostic Tools

    Flag /all /release /renew 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks —End— Description Displays Help information. Displays full configuration information. Releases the IP address for the specified adapter. Renews the IP address for the specified adapter.
  • Page 28 -i TTL -v TOS -r count -s count -j host-list 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks —End— Description Pings the specified host until interrupted. Resolves addresses to host names. Specifies the number of echo requests to send.
  • Page 29 Tracert then examines the ICMP Time Exceeded messages sent back by intermediate routers. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Description Specifies the Strict source route along host list Specifies the Timeout in milliseconds to wait for each reply —End—...
  • Page 30 The arp command displays and modifies the IP-to-physical address translation tables used by Address Resolution Protocol (ARP). 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Description Specifies not to resolve addresses to hostnames. Specifies the maximum number of hops to search for the target.
  • Page 31 Type Exit to exit the Command Prompt window and return to Windows. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Description Displays current arp entries by interrogating the current protocol data. If inet_addr is specified, the IP and physical addresses for only the specified computer appear.
  • Page 32 -A IP address interval To run the nbtstat command from Windows 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks —End— Description Lists the remote computer name table using its name. Lists the remote computer name table using its IP address.
  • Page 33 Parameter -p proto interval To run the netstat command from Windows 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks —End— Description Displays all connections and listening ports. Displays Ethernet statistics. This can be combined with the -s option.
  • Page 34: Using The Chkdsk Utility

    You can run the utility on drives C, D, E, or F. It is an online utility, but it reduces system performance while it is running. The chkdsk utility checks for errors at the Windows file system level. CallPilot can be affected by errors at both the Windows and CallPilot file system levels.
  • Page 35 Result: The system runs the chkdsk utility. Type Exit to exit the Command Prompt window and return to Windows. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Description Optional parameter to display the full pathname of every file on the disk.
  • Page 36 36 Chapter 4 Using Windows online diagnostic tools Nortel CallPilot 1002rp Server Maintenance and Diagnostics NN44200-701 01.02 Standard 5.0 4 April 2007 Copyright © 2007, Nortel Networks Nortel Networks Confidential...
  • Page 37: Chapter 5 Using Serial Port Diagnostic Tools

    Overview You may want to test the serial ports when remote access does not work. This chapter describes how to run serial port diagnostics on the CallPilot server using the TSTSERIO command. Direct the TSTSERIO command to serial ports on the server after services on these ports have been shut down manually, as described in this chapter.
  • Page 38 • Routing and Remote Access Service Services to stop for COM2 testing • CallPilot SLEE Service • CallPilot MWI Service • CallPilot Access Protocol Emulator • CallPilot Blue Call Router • CallPilot Call Channel Router • CallPilot Time Service •...
  • Page 39 Result: The system runs the Service Control command utility. Type Exit, and then press Enter to exit the Command Prompt window. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks —End— ATTENTION Note: The quotation marks are required, as in the example above.
  • Page 40: Conducting Tstserio Tests

    TSTSERIO command parameters Flag /P:comport /S:subtstname /L:loops 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks "Shutting down services" (page CAUTION Risk of communications loss By stopping the services on COM1 or COM2, you lose the support access feature.
  • Page 41 2, and then press Enter. Type Exit, and then press Enter to exit the Command Prompt window. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Description Internal data bus loopback Internal modem status register Internal data bus loopback at various baud rates Test 5-, 6-, 7-, and 8-bit data lengths Test 1, 1.5, and 2 stop bits...
  • Page 42: Conducting Tstserio Tests With The Loopback Plug

    SIN (pin 2) wired to SOUT (pin 3) • DTR (pin 4) wired to DSR (pin 6) 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks "Conducting TSTSERIO tests with Description External data bus loopback. This test requires an external loopback connector.
  • Page 43: Restarting Services

    • Routing and Remote Access Service Services to restart after COM2 testing • CallPilot SLEE Service • CallPilot MWI Service • CallPilot Access Protocol Emulator • CallPilot Blue Call Router • CallPilot Call Channel Router • CallPilot Time Service •...
  • Page 44 For example, type sc start "Remote Access Server", and then press Enter. Type Exit, and then press Enter to exit the Command Prompt window. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks —End— Note: The quotation marks are required, as in the example above. —End—...
  • Page 45: Chapter 6 Using Callpilot Manager To Monitor Hardware

    "Working with the Channel Monitor" (page 63) Understanding fault management 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.
  • Page 46 If a component fails or is stopped, the dependent components go out of service. Note: Based on the CallPilot server type, and the type of switch connected to CallPilot, some of these components may not appear on your system.
  • Page 47: Alarm Monitor

    Maintenance screen to further investigate the problem. To investigate using the Alarm Monitor Step Action Run CallPilot Manager and log in. In CallPilot Manager, click System→Alarm Monitor. Result: The Alarm Monitor screen appears. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Nortel CallPilot NN44200-701 01.02 Standard...
  • Page 48: Event Browser

    48 Chapter 6 Using CallPilot Manager to monitor hardware Alarm monitor screen Click the Event Code for the first Critical or Major alarm. Result: A description of the event appears in a new web browser window. Review the description and recovery action.
  • Page 49 Event Browser displays only the latest 100 critical events. To investigate using the Event Browser Step Action Run CallPilot Manager and log in. In CallPilot Manager, click System→Event Browser. Result: The Event Browser screen appears. Event browser screen Click an event that appears to be related to the problem, or an event that occurred near the time the alarm was raised.
  • Page 50: Channel And Multimedia Monitors

    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: •...
  • Page 51 (+) beside the component. 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 may not appear exactly the same on your system.
  • Page 52 52 Chapter 6 Using CallPilot Manager to monitor hardware When you click a component, the screen refreshes to show the details about that component. Details are divided into the sections described in the following table. Component sections Section General Maintenance...
  • Page 53: Viewing Component States

    The component state is shown in the Maintenance section of the Maintenance screen. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Description • "Running integrated diagnostics" (page 58) •...
  • Page 54 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.
  • Page 55: Starting And Stopping Components

    Run CallPilot Manager and log in. In 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.
  • Page 56 56 Chapter 6 Using CallPilot Manager to monitor hardware Start and stop components from the Maintenance section on the Maintenance screen. Nortel recommends that, if possible, you courtesy stop a component. Courtesy stop is available only at the individual channel level. To courtesy stop CallPilot, use the following: •...
  • Page 57 Run CallPilot Manager and log in. In 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.
  • Page 58: Running Integrated Diagnostics

    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).
  • Page 59 (such as the Time Switch), you must either replace its parent component or contact your Nortel technical support representative, depending on the component.
  • Page 60: Viewing The Last Diagnostic Results

    Run CallPilot Manager and log in. In 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.
  • Page 61: Working With The Multimedia Monitor

    Run CallPilot Manager and log in. In 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.
  • Page 62 62 Chapter 6 Using CallPilot Manager to monitor hardware To view or work with multimedia channel states Step Action Run CallPilot Manager and log in. In CallPilot Manager, click Maintenance→Multimedia Monitor. Result: The Multimedia Monitor screen appears, showing the channels associated with each DSP.
  • Page 63: Working With The Channel Monitor

    To view or work with call channel states Step Action Run CallPilot Manager and log in. In 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.
  • Page 64 64 Chapter 6 Using CallPilot Manager to monitor hardware Channel monitor screen 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.
  • Page 65 The selected channels change to off-duty or on-duty status, according to the action you chose. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Note: If the buttons are not available, wait a few seconds for the screen to refresh.
  • Page 66 66 Chapter 6 Using CallPilot Manager to monitor hardware Nortel CallPilot 1002rp Server Maintenance and Diagnostics NN44200-701 01.02 Standard 5.0 4 April 2007 Copyright © 2007, Nortel Networks Nortel Networks Confidential...
  • Page 67: Chapter 7 Using Callpilot System Utilities

    "Overview" (page 67) "Diagnostics Tool" (page 68) "PEP Maintenance utility" (page 69) "Session Trace" (page 69) "System Monitor" (page 71) Overview The following table lists the CallPilot system utilities. Utility Diagnostics Tool PEP Maintenance Session Trace System Monitor 1002rp Server Maintenance and Diagnostics Copyright ©...
  • Page 68: Diagnostics Tool

    68 Chapter 7 Using CallPilot system utilities Utility 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 allows you to enable or disable CallPilot startup diagnostics.
  • Page 69: Pep Maintenance Utility

    PEPs, refer to the Installation and Configuration Task List (NN44200-306). 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.
  • Page 70 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.
  • Page 71: System Monitor

    1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks —End— Description Shows the status of all CallPilot services, multimedia channels, and call channels (DS30X channels). Displays details about the CallPilot System, such as features purchased, keycode, serial number, and CallPilot server IP addresses.
  • Page 72 72 Chapter 7 Using CallPilot system utilities 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. Click the other tabs to view the information on those tabs.
  • Page 73 The status shown in the Windows 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. Refer to the System Monitor tool Channel Monitor tab for the true status.
  • Page 74 74 Chapter 7 Using CallPilot system utilities The critical services that are required for basic CallPilot call answering are listed in the following table. For your reference, the equivalent names as they appear in the Windows Control Panel are also listed.
  • Page 75 In the T1 link pane, each row represents a T1 link. Each box in the row represents one DS0 channel. The T1 links connect the Callpilot Server to a Line Side T1 card on the SL100 or to a Channel Bank on the DMS-100* switch.
  • Page 76 76 Chapter 7 Using CallPilot system utilities Legend/Help tab "Legend/Help tab" (page 76) Consult this window for descriptions of the icons found in the Channel Monitor tab. Legend/Help tab 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks shows an example of the Legend/Help tab.
  • Page 77: Chapter 8 Replacing Basic Chassis Components

    Before you remove the front bezel and server cover, gather the following tools: • the customer’s chassis keys for the front bezel doors • a flat-blade screwdriver 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007 Nortel Networks Confidential...
  • Page 78 To remove the front bezel Front bezel removed 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks CAUTION Risk of equipment damage Do not attempt to move or lift the server before you have removed the front bezel.
  • Page 79 Clip the lead from your ESD wrist strap to an unpainted metal section of the chassis. To replace the front bezel after maintenance is complete When the CallPilot server maintenance is complete, replace the front bezel. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Removing the front bezel and server cover 79 78).
  • Page 80: Replacing Air Filters

    If they appear to be damaged or become inefficient, replace the filters. There are four air filters on the 1002rp 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks —End— Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007...
  • Page 81: Replacing The Power Supply

    Close and lock the doors. Replacing the power supply The power supply is hot-swappable. This means that you can replace the power supply without powering down the server. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks 78). —End— —End— Nortel CallPilot NN44200-701 01.02 Standard...
  • Page 82 If needed, use a flat-blade screwdriver. The thumbscrew must rotate freely and not contact the chassis threads. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks DANGER Risk of electric shock High current inside the chassis can cause severe injury.
  • Page 83 Result: The power supply LED illuminates green. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Note: If the LED does not illuminate, remove and reinstall the power supply with more force. If this does not work, contact your Nortel customer support representative.
  • Page 84: Replacing The Sca Scsi Drive Cage And Fused Power Cable

    84 Chapter 8 Replacing basic chassis components Replacing the SCA SCSI drive cage and fused power cable Due to the potential of an over-current condition, Nortel provides a retrofit SCSI power cable kit for the N0029330 power cable. The kit comprises an improved SCSI power cable, product label, and retrofit procedure.
  • Page 85 Press the space key to select the drive. d. Press F10 to check consistency. e. Click Ok. Perform a full-system backup of the CallPilot server (either to tape or file server). Review the backup logs to verify success. Perform a controlled shutdown of the CallPilot software: a.
  • Page 86 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Result: The Shutdown Computer dialog box appears. Result: The CallPilot server turns off. Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007 Nortel Networks Confidential...
  • Page 87 SCSI power cable attached to T board 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Replacing the SCA SCSI drive cage and fused power cable 87 Note: An arrow points to the SCSI power cable in the picture above.
  • Page 88: Replacing The Cooling Fan

    Replace the bezel cover on the front of the chassis. Reconnect the AC or DC mains power. Reboot the CallPilot server and bring it into full service. Replacing the cooling fan The cooling fan is hot-swappable, so you can replace the cooling fan without powering down the server.
  • Page 89 If needed, use a flat-blade screwdriver. The thumbscrew must rotate freely and not contact the chassis threads. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks CAUTION Risk of equipment damage Use an ESD wrist strap to protect static-sensitive components.
  • Page 90 Result: The fan module connects with slight resistance. The fans rotate and pull air into the chassis. The cooling fan LED goes out. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007...
  • Page 91: Replacing The Fuse (Ac System Only)

    Two different types of fuses exist: one for North America, and one for international use. Ensure that the fuse you are replacing has been approved by Nortel for your region. • a flat-blade screwdriver To replace the fuse...
  • Page 92 Plug the power cable into the wall outlet. Power on the server. If the fuse blows after replacement, swap one power supply module with the other. If this does not work, call your Nortel customer support representative. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Note: Observe how the blown fuse is positioned in the receptacle.
  • Page 93: Replacing The Alarm Board

    If needed, use a flat-blade screwdriver. The thumbscrew must rotate freely and not contact the chassis threads. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks fails if the board is defective or damaged. When CAUTION Risk of equipment damage Take precautions to protect computer boards.
  • Page 94: Setting Jumpers On The Alarm Board

    This section describes the features that are enabled or disabled by setting jumpers on the alarm board. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks 94)). Note: The card encounters some resistance as it meets the connector.
  • Page 95 1, JP5. Ensure that the functioning power supply is installed in the upper power bay. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Setting jumpers on the alarm board 95 95)). This setting enables normal sensing Nortel CallPilot NN44200-701 01.02 Standard...
  • Page 96: Replacing The Status Display Panel

    Loosen the four Phillips-head screws that secure the status display panel to the front of the chassis (see A in (page 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks CAUTION Risk of equipment damage Use an ESD wrist strap to protect static-sensitive components.
  • Page 97 Phillips-head screws. Reconnect the cable. Replace the top cover and front bezel. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Replacing the status display panel 97 —End— Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007...
  • Page 98 98 Chapter 8 Replacing basic chassis components Nortel CallPilot 1002rp Server Maintenance and Diagnostics NN44200-701 01.02 Standard 5.0 4 April 2007 Copyright © 2007, Nortel Networks Nortel Networks Confidential...
  • Page 99: Chapter 9 Replacing Media Drives

    Use the RAID management software to check if any drives are in a failed state. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks ATTENTION "Viewing event logs" (page 23)). The appearance of event Nortel CallPilot NN44200-701 01.02 Standard...
  • Page 100 (for example, A03) and the second number indicates if it is the primary or secondary hard drive (01 for primary and 02 for secondary) 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks SCSI channel SCSI ID...
  • Page 101 Locate the SCA SCSI drive frame below a cooling fan and beside the media drive. Loosen the two thumbscrews on the carrier of the faulty hard drive, and remove the carrier from the chassis. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks SCSI channel SCSI ID CAUTION Risk of equipment damage Use an ESD wrist strap to protect static-sensitive components.
  • Page 102 Align the carrier with the drive frame and slide it into the chassis. Fasten the two thumbscrews. Close the front bezel and lock it. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Note: Expect resistance as the carrier and backplane connectors meet. —End—...
  • Page 103: About The Media Drive Bay

    The media drives (CD-ROM drive, tape drive, and floppy drive) are shown in the bottom right corner shown in 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Removing the media drive carrier from the chassis 103 —End— "Media drives" (page Nortel CallPilot NN44200-701 01.02 Standard...
  • Page 104 The carrier is designed to stack three devices horizontally, and to house the floppy drive vertically to the right side of the carrier frame. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007...
  • Page 105 "Remove media drive from chassis" (page Remove media drive from chassis 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Removing the media drive carrier from the chassis 105 DANGER Risk of electrocution High current inside the chassis can cause severe injury.
  • Page 106: Replacing A Tape, Cd-Rom Or Floppy Drive

    Remove the faulty drive from the media drive carrier and save the screws (see the diagrams that follow). 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks CAUTION Risk of equipment damage To avoid damaging cables during this procedure, ensure that no cables are crossed when moving the media drive carrier in and out of the drive bay.
  • Page 107 Replace media drive - step 1 Replace media drive - step 2 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Replacing a tape, CD-ROM or floppy drive 107 Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007 Nortel Networks Confidential...
  • Page 108: Installing A Tape Drive

    This procedure provides instructions for installing a tape drive on a server that currently does not have a tape drive. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks 109). 109). Note: If your tape drive is a narrow device, you require a wide-to-narrow adapter to connect to the wide SCSI cable.
  • Page 109 To configure the tape drive Note: Some settings may already be properly configured. If it is not clear from the drive manufacturer’s documentation how to set jumpers, contact your Nortel technical support representative. Step Action Set the SCSI ID to 6.
  • Page 110 To install a new tape drive (no tape drive previously installed) Step Action Courtesy down CallPilot, and then power down the server. Ensure that the tape drive settings are as described in the tape drive" (page Remove the chassis cover.
  • Page 111 Power on the server. Result: The tape drive is detected by Windows, and the tape drive is ready for use. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks —End— Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007 Installing a tape drive 111 Nortel Networks Confidential...
  • Page 112 112 Chapter 9 Replacing media drives Nortel CallPilot 1002rp Server Maintenance and Diagnostics NN44200-701 01.02 Standard 5.0 4 April 2007 Copyright © 2007, Nortel Networks Nortel Networks Confidential...
  • Page 113: Chapter 10 Raid Operations

    Redundant Array of Independent Disks (RAID) is a technology that can combine two or more drives for fault tolerance and continued system performance. The CallPilot RAID controller is a PCI RAID SCSI card that provides high-performance disk mirroring. CallPilot uses RAID Level 1.
  • Page 114: Replacing The Lsi1600 Card With Lsi320-2

    firmware update. For instructions, see LSI1600 card with LSI320-2" (page Replacing the LSI1600 card with LSI320-2 Use this procedure to replace a failed LSI1600 RAID card. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Driver Firmware 6.45 (6.36 works 111U...
  • Page 115 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Replacing the LSI1600 card with LSI320-2 115 WARNING Nortel strongly recommends that you not perform low level formatting. Performing low level formatting results in the drives becoming unusable. ATTENTION ((Default for LSI320 is 320M).
  • Page 116: Configuring The Raid Controller After A Hardware Change

    Do not perform this procedure unless you are replacing the hard drives, or you are rebuilding the CallPilot system (that is, reinstalling the Windows operating system and CallPilot software).
  • Page 117 Termination State: Enabled 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Configuring the RAID controller after a hardware change 117 Note: The Ctrl+M utility can take up to 1 minute to launch. The system may appear frozen. Do not reset.
  • Page 118 In the Management menu choose the Initialize submenu. Press F2 to select all three logical drives. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Note: Do not use the Load command on the Configure menu. This command is not for RAID operations.
  • Page 119: Splitting The Raid Drives

    RAID system pack. A good data backup on an offline drive will be important if you need to revert to the CallPilot system from an unsuccessful upgrade or update. The consistency check can take up to 2 hours to complete.
  • Page 120 120 Chapter 10 RAID operations To perform a consistency check Step Action Restart the CallPilot system and press Ctrl+M when prompted, to enter the RAID setup utility during bootup. From the Management Console, select Check Consistency. Result: The Logical Drives Configured dialog box displays.
  • Page 121: Synchronizing Raid Drives

    The color of the icons changes to green. c. The alarm should stop beeping unless it was temporarily Monitor the rebuild by opening the Windows MegaRAID console. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks ATTENTION —End— silenced.
  • Page 122 Repeat these steps for each remaining drive on channel 2: CH1 Bring the drives on channel 2 online (the drives on which the previous CallPilot release is installed). a. Select Objects → Physical Drive. b. Select CH2 ID0 (A01-02) and press Enter.
  • Page 123 Click Yes to confirm that you want to exit the RAID configuration utility and press Enter. Press Ctrl+Alt+Delete to reboot the server. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks —End— Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007 Synchronizing RAID drives 123 Nortel Networks Confidential...
  • Page 124 124 Chapter 10 RAID operations Nortel CallPilot 1002rp Server Maintenance and Diagnostics NN44200-701 01.02 Standard 5.0 4 April 2007 Copyright © 2007, Nortel Networks Nortel Networks Confidential...
  • Page 125: Chapter 11 Configuring Mpb96 Boards

    T1 switch connectivity. valid configurations. MPB 96 with T1 switch MPB96 boards 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks "MPB 96 with T1 switch" (page 125) PCI T1 cards Max. Channels Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007...
  • Page 126: Identifying Hardware Components

    Identifying hardware components "1002rp server chassis" (page 127) 1002rp server chassis. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks "MPB 96 with M1/CS1000 switch" (page 126) Max. Channels shows the arrangement of slots in a Nortel CallPilot NN44200-701 01.02 Standard...
  • Page 127 "D480JCT1 PCI T1 board" (page 127) switches on the D/480JCT-2T1 PCI T1 board. D/480JCT-2T1 PCI T1 board 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Identifying hardware components 127 shows the layout of jumpers and Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007...
  • Page 128: Installing Valid Configurations

    Plug the MPB96 card in PCI slot 3. On the first Intel D/480JCT-2T1 PCI card: 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks ATTENTION ON (to enable CT Bus termination). Note: Only one Intel D/480JCT-2T1 PCI card in the system (the last on the CT Bus cable) should have the termination jumper set to ON.
  • Page 129 Step Action Plug the first MPB96 board in PCI slot 3. Plug the second MPB96 board in PCI slot 6. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks and 4. —End— Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007 Installing valid configurations 129...
  • Page 130 CT Bus cable connected to MPB96 in slot 3 and MPB96 in slot 9. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Note: There should be no dangling connectors at either end of the CT Bus cable.
  • Page 131: Chapter 12 Replacing Or Adding Voice Processing Boards

    DSPs are the built-in voice processing components on MPB boards. DSPs are numbered to distinguish them in CallPilot maintenance programs, such as the Maintenance page in CallPilot Manager. Each DSP supports up to eight multimedia channels. DSP numbering on MPB96 boards The MPB96 board has 12 embedded DSPs.
  • Page 132: Replacing An Mpb96 Board

    • when the PCI firmware needs to be updated, and the board must be sent back to the factory 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks CAUTION Risk of electrical damage • Wear an antistatic ESD wrist strap when handling cards or boards, or when working inside the server.
  • Page 133 PCI connector Note: Ensure that a single-point ground reference is available for all the power outlets serving the CallPilot server and its peripherals. Before the CallPilot server installation, a qualified electrician must implement the single-point ground reference requirement between the power outlets of the CallPilot server and the power outlets of the switch.
  • Page 134 Before clicking Next to install the hardware driver, wait 10 minutes or until you see the dialog box "CallPilot is running and is able to accept calls"; otherwise the server could display a blue screen and then restart. If this happens, the server may not recognize the cards or boards.
  • Page 135: Chapter 13 Replacing The D/480Jct-2T1 T1 Interface Card

    Each T1 interface card occupies one PCI slot. The Intel D/480JCT-2T1 card carries the media stream and call control signals between CallPilot and SL-100* or DMS-100. The card connects to the MPB96 board with a CTbus cable. Replacing the D/480JCT-2T1 card If you determine that a problem exists with your card, replace it.
  • Page 136 (page Replace the CTbus cable. Replace the chassis cover. Power up the server. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks DANGER Risk of electric shock High current inside the chassis can cause severe injury. CAUTION Risk of equipment damage Take precautions to protect internal components.
  • Page 137 All call processing ceases and you must restart the system after the diagnostics are complete. Step Action Stop the CallPilot HAL Monitor service. Refer to component" (page 57) 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks TD/480JCT-2T1 card function 137 —End—...
  • Page 138 Result: The Universal Intel Dialogic Diagnostics screen appears. Universal Intel Dialogic Diagnostics Click Select All and then click Run Tests. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007 Nortel Networks Confidential...
  • Page 139 Result:The Test Progress window appears. Dialogic Test Progress Click Done when the tests are complete. Save any error information. Restart the CallPilot HAL Monitor service. Refer to a component" (page 57) 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks...
  • Page 140 140 Chapter 13 Replacing the D/480JCT-2T1 T1 interface card Nortel CallPilot 1002rp Server Maintenance and Diagnostics NN44200-701 01.02 Standard 5.0 4 April 2007 Copyright © 2007, Nortel Networks Nortel Networks Confidential...
  • Page 141: Chapter 14 Maintaining The Pentium Iii Sbc Card

    SBC slot located between the ISA expansion slots and the PCI slots on the backplane. Refer to (page 142) 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks for SBC card location. Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007...
  • Page 142: Replacing The Pentium Iii Sbc Card

    • one antistatic wrist strap • the replacement SBC card • cable labels 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks "Replacing the Pentium III SBC card" 144)) 147)) Nortel CallPilot NN44200-701 01.02 Standard 5.0 4 April 2007 "Configuring the 1002rp...
  • Page 143 Action Power down the server. Disconnect the power cord. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Replacing the Pentium III SBC card 143 DANGER Risk of explosion The SBC has a lithium battery installed. If you are discarding the SBC, dispose of used batteries according to the manufacturer’s...
  • Page 144: Configuring The 1002Rp Pentium Iii Bios

    Flash ROM chips. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks to locate the SBC card. Note: You can now do the following: •...
  • Page 145 Disconnect the cable that connects the CallPilot server to the Nortel server subnet. Power on the CallPilot server. Insert the CallPilot Image CD 1 of 2 for the platform into the CD-ROM drive. Set the CallPilot server BIOS to boot from the CD-ROM.
  • Page 146 Type y and then press Enter. Result: The system updates the BIOS and then prompts you to reboot the server. Press Ctrl+Alt+Delete to reboot the CallPilot server. Result: The CallPilot server reboots. During the reboot sequence, check the version of the BIOS on the top of the first screen.
  • Page 147: Replacing Or Adding Dual Inline Memory Modules

    Install DIMMs on the SBC only. Capacity The base CallPilot has one 512-Mbyte DIMM installed in Bank 1. Another 512-Mbyte DIMM can be installed in Bank 2 for total memory of 1 Gbyte. No other memory configurations are supported on this server.
  • Page 148 Repeat steps 5 and 6 to install each additional DIMM. Replace the SBC card in the server. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks CAUTION Risk of electrical damage Wear an antistatic ESD wrist strap when handling cards or boards, or when working inside the server.
  • Page 149: Maintaining The Onboard Video And Network Cards

    The floppy drive light comes on when you type dir a: and press Enter, but no display is visible on the monitor. 1002rp Server Maintenance and Diagnostics Copyright © 2007, Nortel Networks Maintaining the onboard video and network cards 149 Nortel CallPilot NN44200-701 01.02 Standard...
  • Page 150: Index

    31 backplane, SCSI 100 bezel, front 77 removal of 78 replacement of 79 BIOS requirements for upgrading 144 boot failure CallPilot Copyright © 2007, Nortel Networks Windows call channels disabling 50 working with 63 CallPilot utilities CallPilot Manager alarms...
  • Page 151 54, 54 viewing 55 configure the Pentium III SBC 147 configuring RAID system 116 Courtesy stop, description 56 critical services, CallPilot 74 Copyright © 2007, Nortel Networks D-sub connector 9-pin 42 diagnostic tools TSTSERIO tests 40, 41, 42, 42...
  • Page 152 MPB96 DSP 131 logs event types viewing 24 event, viewing 24 maintenance Copyright © 2007, Nortel Networks activities by component 53 preparing for 14 Maintenance screen, CallPilot Manager Diagnostics section 53 General section 52 Maintenance section 52 purpose 50...
  • Page 153 24 System Info tab 75 System Monitor 68 Channel Monitor tab 72 Legend/Help tab 76 Copyright © 2007, Nortel Networks System Info tab 75 System Monitor utility 72 system utilities System Monitor 72 tape drive cabling example 109 configuration of 109...
  • Page 154 154 Index Nortel CallPilot 1002rp Server Maintenance and Diagnostics NN44200-701 01.02 Standard 5.0 4 April 2007 Copyright © 2007, Nortel Networks Nortel Networks Confidential...
  • Page 156 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.

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