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Nortel CallPilot 1002rp Server Maintenance and Diagnostics NN44200-701...
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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 01.02 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.
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...
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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...
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...
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.
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)
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.
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).
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: •...
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...
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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.
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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...
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.
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.
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• 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 •...
• 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 •...
"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.
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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.
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.
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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.
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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(+) 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.
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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...
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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.
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.
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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: •...
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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.
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).
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(such as the Time Switch), you must either replace its parent component or contact your Nortel technical support representative, depending on the component.
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.
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.
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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.
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.
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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.
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.
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.
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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.
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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.
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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.
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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.
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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.
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.
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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.
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.
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...
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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.
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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.
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.
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).
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.
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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.
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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.
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.
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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.
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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.
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.
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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.
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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.
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.
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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.