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Avaya CallPilot 1002rp Maintenance And Diagnostics

Avaya CallPilot 1002rp Maintenance And Diagnostics

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Avaya CallPilot® 1002rp Server
Maintenance and Diagnostics
5.0
NN44200-701, 01.05
December 2010

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  • Page 1 Avaya CallPilot® 1002rp Server Maintenance and Diagnostics NN44200-701, 01.05 December 2010...
  • Page 2 Product provided by Avaya including the selection, arrangement and While reasonable efforts have been made to ensure that the design of the content is owned either by Avaya or its licensors and is information in this document is complete and accurate at the time of protected by copyright and other intellectual property laws including the printing, Avaya assumes no liability for any errors.
  • Page 3 Council for Interference by Information Technology Equipment (VCCI). If this equipment is used in a domestic environment, radio disturbance may occur, in which case, the user may be required to take corrective action. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 4 Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 5: Table Of Contents

    Contents Chapter 1: Customer service....................11 Getting technical documentation........................11 Getting product training...........................11 Getting help from a distributor or reseller......................11 Getting technical support from the Avaya Web site..................12 Chapter 2: About this guide....................13 In this chapter..............................13 Maintenance and diagnostics overview......................13 Replacement parts............................14 Preparing for maintenance activities.......................14...
  • Page 6 Restarting services............................45 Services to restart after COM1 testing......................45 Services to restart after COM2 testing......................45 Net Start command............................46 Service Control Start command........................46 Chapter 6: Using Avaya CallPilot® Manager to monitor hardware........47 In this chapter..............................47 Understanding fault management........................47 Event processing.............................48 Alarm notification.............................48 Component dependencies..........................48...
  • Page 7 If a diagnostic test fails or cannot be run......................59 Viewing the last diagnostic results........................60 Working with the Multimedia Monitor......................61 Working with the Channel Monitor........................62 Chapter 7: Using Avaya CallPilot® system utilities.............63 In this chapter..............................63 Overview.................................63 Accessing the system utilities.........................64 Diagnostics Tool..............................64 To access the Diagnostics Tool........................64...
  • Page 8 Synchronizing RAID drives..........................116 Chapter 11: Configuring MPB96 boards................119 In this section..............................119 Determining board and card configuration....................119 T1 switch connectivity............................119 Meridian 1 (M1)/Avaya Communication Server 1000 (Avaya CS 1000) switch connectivity......119 Taking safety precautions..........................120 Identifying hardware components.........................120 Installing valid configurations........................122 T1 switch connectivity...........................122 M1/CS 1000 switch connectivity........................124...
  • Page 9 To upgrade the BIOS.............................142 Replacing or adding dual inline memory modules..................143 Capacity................................143 Requirements..............................144 Maintaining the onboard video and network cards..................145 Network card failure............................145 Video card failure............................145 Indicators for video card failure........................145 Index............................147 Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 10 Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 11: Chapter 1: Customer Service

    Chapter 1: Customer service Visit the Avaya Web site to access the complete range of services and support that Avaya provides. Go www.avaya.com or go to one of the pages listed in the following sections. Navigation • Getting technical documentation on page 11 •...

  • Page 12: Getting Technical Support From The Avaya Web Site

    Customer service Getting technical support from the Avaya Web site The easiest and most effective way to get technical support for Avaya products is from the Avaya Technical Support Web site at www.avaya.com/support. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics...

  • 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 Avaya CallPilot server. You may be asked to perform one or more of these tasks while maintaining your server.

  • Page 14: Replacement Parts

    About this guide Replacement parts Before replacing any parts on your server, refer to the Avaya product catalog for the part codes. Caution: Risk of system damage The use of parts that are not supplied by Avaya can cause serious system problems or void your Avaya warranty.
  • Page 15 Avaya CallPilot® Upgrade and Platform Migration Guide (NN44200-400) Avaya CallPilot® High Availability: Installation and Configuration (NN44200-311) Avaya CallPilot® Geographic Redundancy Application Guide (NN44200-322) Avaya CallPilot® Installation and Configuration Task List Guide (NN44200-306) Avaya CallPilot® Quickstart Guide (NN44200-313) Avaya CallPilot® Installer Roadmap (NN44200-314) Server Installation Guides Avaya CallPilot®...
  • Page 16 About this guide Avaya CallPilot® Administrator Guide (NN44200-601) Avaya CallPilot® Software Administration and Maintenance Guide (NN44200-600) Avaya Meridian Mail to Avaya CallPilot® Migration Utility Guide (NN44200-502) Avaya CallPilot® Application Builder Guide (NN44200-102) Avaya CallPilot® Reporter Guide (NN44200-603) Maintenance Avaya CallPilot® Troubleshooting Reference Guide (NN44200-700) Avaya CallPilot®...
  • Page 17 Customer Documentation Map Avaya CallPilot® Speech Activated Messaging User Guide (NN44200-107) Avaya CallPilot® Desktop Messaging User Guide for Microsoft Outlook (NN44200-103) Avaya CallPilot® Desktop Messaging User Guide for Lotus Notes (NN44200-104) Avaya CallPilot® Desktop Messaging User Guide for Novell Groupwise (NN44200-105) Avaya CallPilot®...
  • Page 18 About this guide Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 19: Chapter 3: Troubleshooting Your Avaya Callpilot® System

    • basic hardware check (for example LEDs) • Power-On Self-Test (POST) diagnostics • SCSI controller diagnostics or RAID controller diagnostics These diagnostics are available at initial system startup, or after any 1002rp server reset. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 20: Basic Hardware Check

    1002rp server is started. The function of the POST is to test system components and then display status messages. To run the POST 1. Power up the Avaya CallPilot server and monitor. Result: After a few seconds, POST begins to run. After the memory test, various screen prompts and messages appear. The screen prompts may be accompanied by a single beep.

  • Page 21: Interpreting Post Diagnostics

    A memory failure occurred within the first 64 kbytes of Operational memory, or Timer #1 on the processor board failed to function properly. Processor Error The Central Processing Unit (CPU) on the processor board failed to function properly. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 22: Interpreting Startup Diagnostics From Scsi Bios

    Results of the startup diagnostics appear only if you have the following cards installed on your system: • Adaptec SCSI controller The adapter is integrated in the SBC and can be disabled. • LSI Elite 1600 controller Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 23: What To Do When The Server Fails To Boot Into Service

    3. During the boot sequence, view the diagnostic codes on the monitor for failures. 4. Refer to the Troubleshooting Guide (NN44200-700) for other suggestions. If you still cannot determine the cause of the startup failure, call your Avaya technical support representative.
  • Page 24 Troubleshooting your Avaya CallPilot® system Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 25: Chapter 4: Using Windows Online Diagnostic Tools

    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 Avaya CallPilot® diagnostic tools that are available in Avaya CallPilot Manager. • Windows Event Viewer •...

  • Page 26: Types Of Event Logs

    Logs events by application, such as database file errors. To use the operating system Event Viewer 1. Click Start → Programs → Administrative Tools → Event Viewer. Result: The Event Viewer window appears. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 27 2. To view a log, click the name of the log in the left pane of the window. The following illustration shows an example of the Application Log. Figure 2: Application log The following illustration shows an example of a System log. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 28 Result: A description of the error appears in an Event detail dialog box. Use the description to help determine how to resolve errors. Note: If the error persists or the error description does not suggest a solution, contact your Avaya support representative. 5. Click Close. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 29: Using Tcp/Ip Diagnostic Tools

    If you run the command without flags, it displays the IP address, subnet mask, and default gateway for each adapter bound to TCP/IP. ipconfig command syntax The ipconfig command uses the following syntax: ipconfig /[ ] Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 30: The Ping Command

    [-t] [-a] [-n count] [-l size] [-f] [-i TTL] [-v TOS] [-r count] [-s count] [[-j host-list] | [-k host-list]] [-w timeout] destination-list Table 4: ping command extensions Parameter Description Pings the specified host until interrupted. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 31: The Tracert Command

    Result: The system displays the ping results. 4. Type Exit to exit the Command Prompt window and return to Windows. The tracert command This utility determines the route taken to a destination. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 32: How Tracert Works

    Specifies the maximum number of hops to search for the target. -j host-list Specifies a loose source route along the host list. -w timeout Waits the number of milliseconds specified by the timeout for each reply. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 33: The Arp Command

    The arp command displays and modifies the IP-to-physical address translation tables used by Address Resolution Protocol (ARP). ARP command syntax The ARP command uses the following syntax: arp -s inet_addr eth_addr [if_addr] arp -d inet_addr [if_addr] arp -a [inet_addr] [-N if_addr] Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 34: Arp Command Parameters

    Result: The system runs the arp command. 4. Type Exit to exit the Command Prompt window and return to Windows. The nbtstat command The nbtstat command displays protocol statistics and current TCP/IP connections using NBT. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 35: Nbtstat Command Syntax

    Press Ctrl+C to stop displaying statistics. Without this parameter, nbtstat prints the current configuration information once. To run the nbtstat command from Windows 1. Click Start → Programs → Accessories → Command Prompt. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 36: The Netstat Command

    Redisplays selected statistics, pausing between each display. Press Ctrl +C to stop redisplaying. To run the netstat command from Windows 1. Click Start → Programs → Accessories → Command Prompt. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 37: Using The Chkdsk Utility

    Table 9: Chksdsk utility parameters Parameter Description drive: Drive letter of the drive that you want to check. filename Names of files to check for fragmentation. Optional parameter to fix errors on the disk. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 38 2. At the Command prompt, type chkdsk <drive letter:> (for example, chkdsk c:). 3. Press Enter. Result: The system runs the chkdsk utility. 4. Type Exit to exit the Command Prompt window and return to Windows. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 39: Chapter 5: Using Serial Port Diagnostic Tools

    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 Avaya 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 40: Services To Stop For Com1 Testing

    You must restart the services that you shut down through the Net Start command after you run the diagnostic. For details, see Restarting services on page 45. To invoke the Net Stop command from Windows 1. Click Start → Programs → Accessories → Command Prompt. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 41: Service Control (Sc) Command

    The quotation marks are required, as in the example above. Result: The system runs the Service Control command utility. 3. Type Exit, and then press Enter to exit the Command Prompt window. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 42: Conducting Tstserio Tests

    Table 10: TSTSERIO command parameters Flag Requirement Description Displays Help. /P:comport Required Specifies the symbolic port name assigned to the port you want to test. /S:subtstname Optional Specifies a TSTSERIO subtest. See the following Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 43: Tstserio Internal Loopback Diagnostic Subtests

    2. At the Command prompt, type tstserio with the required parameters, and then press Enter. For example, type TSTSERIO /P com1 or TSTSERIO /P com 2, and then press Enter. 3. Type Exit, and then press Enter to exit the Command Prompt window. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 44: Tstserio External Loopback Plug Subtests

    3. Type Exit, and then press Enter to exit the Command Prompt window. Conducting TSTSERIO tests with the loopback plug The TSTSERIO command requires an external loopback connector plug for its edata, emsr, and eint subtests. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 45: 9-Pin Connector Plug

    • 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 Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 46: Net Start Command

    For example, type sc start "Remote Access Server", and then press Enter. Note: The quotation marks are required, as in the example above. 3. Type Exit, and then press Enter to exit the Command Prompt window. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 47: Chapter 6: Using Avaya Callpilot® Manager To Monitor Hardware

    62 Understanding fault management Fault management is a term that describes how the Avaya 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 48: Event Processing

    Using Avaya CallPilot® Manager to monitor hardware Event processing An event is any change in system configuration or operational state. An event is also any action taken by the system that requires user notification. Events can be as insignificant as a user logon attempt or as serious as a faulty MPB96 card switching to disabled status.

  • Page 49: Detecting Hardware Problems

    • Alarms can be cleared from the Alarm Monitor, but the event that generated the alarm is not cleared from the event log or the Event Browser. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 50: Event Browser

    Using Avaya CallPilot® Manager to monitor hardware Each alarm in the Alarm Monitor has Help text that often provides a solution to the problem. If the solution is not apparent, use the Event Browser or the Maintenance screen to further investigate the problem.

  • Page 51: Channel And Multimedia Monitors

    5. Repeat steps on page 50 and on page 51 for more events, if necessary. 6. If the solution to the problem is not apparent, contact your Avaya technical support representative. Note: For information on how to use the Event Browser refer to the CallPilot Manager online Help.

  • Page 52: What The Maintenance Screen Provides

    Using Avaya CallPilot® Manager to monitor hardware • Run integrated diagnostic tests. • View the results of the last diagnostic test run against a component. What the Maintenance screen provides The Maintenance screen identifies the server platform and switch connectivity type. It also provides a tree that, when expanded, lists the physical and logical hardware components down the left side of the screen.

  • Page 53: Maintenance Activities For Each Component

    View a component state to determine the general condition of the component, including whether the component is disabled or off duty. The component state is shown in the Maintenance section of the Maintenance screen. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 54: Component States

    Using Avaya CallPilot® Manager to monitor hardware Component states You can determine the state of a component by looking at the State box in the Maintenance section. State Description Active The component is working and currently involved in processing a call.

  • Page 55: Alert Icons

    Start and stop components from the Maintenance section on the Maintenance screen. Important: Avaya recommends that, if possible, you courtesy stop a component. Courtesy stop is available only at the individual channel level. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics...

  • Page 56: Stop Versus Courtesy Stop

    Using Avaya CallPilot® Manager to monitor hardware To courtesy stop CallPilot, use the following: • Multimedia Monitor - to courtesy stop a range of multimedia channels • Channel Monitor - to courtesy stop a range of call (DS30X, also known as DS0)
  • Page 57 OK, the component is put out of service after all calls are finished. Stop Click this button to take the selected component out of service immediately. All calls that are in progress are disconnected immediately. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 58: Running Integrated Diagnostics

    Using Avaya CallPilot® Manager to monitor hardware Button Description Important: If you are stopping all components (that is, you are taking the entire system down), ensure that you inform all administrators, desktop messaging users, and web messaging users so that they can log off their sessions before you proceed.

  • Page 59: Diagnostic Tests Available For Each Component

    Avaya technical support representative, depending on the component. To run a diagnostic test Important: Avaya recommends that you courtesy stop rather than stop a component if possible. For instructions, see Starting and stopping components on page 55.

  • Page 60: Viewing The Last Diagnostic Results

    You can review the results of diagnostics by clicking the Get Last Results button for a component. To view the last diagnostics result Important: Avaya recommends that you courtesy stop rather than stop a component if possible. For instructions, see Starting and stopping components on page 55.

  • Page 61: Working With The Multimedia Monitor

    Result: If you clicked Courtesy Stop or Stop, you are asked to confirm the Courtesy Stop or Stop. Click OK. The selected channels change to off-duty or on-duty status, according to the action you chose. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 62: Working With The Channel Monitor

    Using Avaya CallPilot® Manager to monitor hardware Note: If the buttons are not available, wait a few seconds for the screen to refresh. Working with the Channel Monitor The Channel Monitor shows the status of call channels. The call channels are the connections between the server and the switch that carry the call signals to CallPilot.

  • Page 63: Chapter 7: Using Avaya Callpilot® System Utilities

    65 Session Trace on page 66 System Monitor on page 68 Overview The following table lists the Avaya CallPilot system utilities. Utility Description Diagnostics Tool Allows CallPilot startup diagnostics to be enabled or disabled (turned on or off).

  • Page 64: Accessing The System Utilities

    • Use the Diagnostics Tool to turn on CallPilot startup diagnostics. To access the Diagnostics Tool On the Windows desktop, click Start → Programs → CallPilot → System Utilities → Diagnostic Tool. Result: The Diagnostics Tool window appears. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 65: To Enable Startup Diagnostics

    To disable startup diagnostics Important: Avaya recommends that you leave the startup diagnostics turned on. When you disable CallPilot startup diagnostics, you prevent CallPilot from automatically identifying hardware problems that may exist when the system and its services are started (for example, DSP, TimeSwitch, or MediaBus).

  • Page 66: Session Trace

    To access the session trace tool From the Windows desktop, click Start → Programs → CallPilot → System Utilities → Session Trace Tool. Example Result: The MCE Session Trace window appears. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 67 4. Double-click the session type to display the session information. Result: The Session Type information appears at the bottom of the window. The following example shows Call Answering session type information. Figure 4: Call answering session Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 68: System Monitor

    Click the other tabs to view the information on those tabs. Channel Monitor tab The following is an example of the Channel Monitor tab when connected to an Meridian 1* Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 69 Channel Monitor tab Figure 5: Channel Monitor with M1. The following is an example of the Channel Monitor tab when connected to a T1/SMDI. Figure 6: channel Monitor with T1/SMDI Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 70: Callpilot Services

    The services listed under Service Name should be either running or in full service when CallPilot is functioning optimally. If any CallPilot services are stopped, investigate the cause of this. Call Avaya technical support for assistance. Note: While any stopped services should be investigated, some services are not critical. CallPilot may continue to handle call processing even with some services stopped.

  • Page 71: Dsps

    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. System Info tab Figure 7: System info tab on page 72 shows an example of the System Info tab. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 72: Legend/Help Tab

    PEP information and configured Service DNs are listed in the bottom part of the window. Legend/Help tab Figure 8: Legend/Help tab on page 73 shows an example of the Legend/Help tab. Consult this window for descriptions of the icons found in the Channel Monitor tab. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 73 Legend/Help tab Figure 8: Legend/Help tab Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 74 Using Avaya CallPilot® system utilities Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 75: Chapter 8: Replacing Basic Chassis Components

    The exception is the hard drives, which can be accessed by simply unlocking and opening the front bezel doors. If you require access to the server interior, remove both the front bezel and the server cover. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 76: Requirements

    Do not attempt to move or lift the server before you have removed the front bezel. If the front bezel is attached, the server can disengage from the front bezel and fall. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 77 High current inside the chassis can cause severe injury. Caution: Risk of equipment damage Take precautions to protect internal components. Electrostatic discharge (ESD) can damage boards and make them unusable. Wear an ESD wrist strap. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 78: To Replace The Front Bezel After Maintenance Is Complete

    1. Align the front bezel with the ball studs located at each faceplate corner. 2. Apply pressure evenly until the bezel snaps onto each ball stud. 3. Close and lock the double doors of the front bezel. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 79: Replacing Air Filters

    5. 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. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 80: Requirements

    Loosen the thumbscrews at the top right and left of the failed power supply module (see A in the following diagram). If needed, use a flat-blade screwdriver. The thumbscrew must rotate freely and not contact the chassis threads. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 81: Replacing The Sca Scsi Drive Cage And Fused Power Cable

    Replacing the SCA SCSI drive cage and fused power cable Due to the potential of an over-current condition, Avaya 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 82 The cable kit part number for all locations, except EMEA, is FR029367. At EMEA locations, use part number N0029367. • Only qualified field technicians who are familiar with Avaya CallPilot and RAID should attempt this procedure. • A full-system backup and RAID drive consistency check must be performed prior to replacing the SCSI power cable.
  • Page 83 Click Ctrl+Alt+Delete and select Shutdown from the Windows Security window. Result: The Shutdown Computer dialog box appears. b. Select Shutdown. Result: The CallPilot server turns off. 9. Remove power from the system by disconnecting the AC or DC mains. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 84 11. Remove the 4 Phillips-head screws from each corner of the SCSI disk-drive cage Figure 13: Chassis front with bezel removed. 12. Carefully remove the SCSI drive cage from the chassis to provide access to the internal cable assemblies. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 85 13. Unplug the original power cable from the SCA backplane and from the T board inside the chassis. The power cable is schematically shown in Figure 15: SCSI power cable attached to T board on page 86. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 86 16. Affix a revised product label above the existing labels on the left rear of the chassis. Figure 16: Product label location on chassis 17. Replace the bezel cover on the front of the chassis. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 87: Replacing The Cooling Fan

    3. Loosen the thumbscrew located on the outside of the failed cooling fan module (see Figure 17: Cooling fan thumbscrew on page 88). If needed, use a flat-blade screwdriver. The thumbscrew must rotate freely and not contact the chassis threads. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 88 Result: The fan module connects with slight resistance. The fans rotate and pull air into the chassis. The cooling fan LED goes out. 8. Tighten the module thumbscrew and replace the front bezel. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 89: Replacing The Fuse (Ac System Only)

    • an approved fuse for replacement 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 Avaya for your region. • a flat-blade screwdriver To replace the fuse 1.

  • Page 90: Replacing The Alarm Board

    Important: If the fuse blows after replacement, swap one power supply module with the other. If this does not work, call your Avaya customer support representative. Replacing the alarm board The 1002rp server alarm board and status panel are used to monitor and indicate the server status.

  • Page 91: Requirements

    (see A in Figure 19: Alarm board carrier on page 91). If needed, use a flat-blade screwdriver. The thumbscrew must rotate freely and not contact the chassis threads. Figure 19: Alarm board carrier Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 92: Setting Jumpers On The Alarm Board

    The default and recommended setting is to have only JP3 jumpered (see Figure 20: Jumpers on alarm board on page 93). This setting enables normal sensing and LED display. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 93: Jumper Descriptions

    Jumper descriptions Figure 20: Jumpers on alarm board Jumper descriptions JP6 - do not change Leave the jumper installed on JP6. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 94: Jp5 - Disarming No Power In The Bottom Bay

    Use an ESD wrist strap to protect static-sensitive components. Power off the server. 2. Remove the top cover and the front bezel from the chassis. 3. Remove the cooling fans (see Replacing the cooling fan on page 87). Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 95 7. Set the replacement status display panel into position, and secure it to the chassis by replacing the Phillips-head screws. 8. Reconnect the cable. 9. Replace the top cover and front bezel. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 96 Replacing basic chassis components Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 97: Chapter 9: Replacing Media Drives

    25). The appearance of event codes such as 40211(disk access error) or 40218 (error reading or writing multimedia volume) may be an indication of a failing disk drive. Use the RAID management software to check if any drives are in a failed state. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 98: Raid Scsi Hard Drive Configuration

    1 (far left) A01-01 (primary hard drive) A02-01 (primary hard drive) A03-01 (primary hard drive) A01-02 (secondary hard drive) A02-02 (secondary hard drive) 6 (far right) A03-02 (secondary hard drive) Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 99 3. Locate the SCA SCSI drive frame below a cooling fan and beside the media drive. 4. Loosen the two thumbscrews on the carrier of the faulty hard drive, and remove the carrier from the chassis. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 100: About The Media Drive Bay

    Media drive bays contain media devices, including CD-ROM, tape, and floppy drives. If your media drives become damaged or you want to upgrade, you can replace these drives. This section provides procedures for replacing or upgrading any device in the media drive bay. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 101: Removing The Media Drive Carrier From The Chassis

    • a pen or pencil Locate the media drives The media drives (CD-ROM drive, tape drive, and floppy drive) are shown in the bottom right corner shown in Figure 24: Media drives on page 102. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 102: Media Drive Carrier

    Media drive carrier slot assignment The carrier is designed to stack three devices horizontally, and to house the floppy drive vertically to the right side of the carrier frame. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 103: Removing The Front Bezel And Server Cover

    3. Hold cables away from the drive bay as you pull the media drive carrier away from the chassis until the connectors attached behind the components can be reached. Caution: Risk of equipment damage Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 104: Replacing A Tape, Cd-Rom Or Floppy Drive

    2. Remove the faulty drive from the media drive carrier and save the screws (see the diagrams that follow). Note: To remove the tape drive or CD-ROM drive, you must first remove the floppy drive. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 105 Figure 26: Replace media drive - step 1 Figure 27: Replace media drive - step 2 3. If you are installing a tape drive, configure it as described in To configure the tape drive on page 107. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 106: Installing A Tape Drive

    10. Replace and lock the front bezel. Installing a tape drive This procedure provides instructions for installing a tape drive on a server that currently does not have a tape drive. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 107: To Configure The Tape Drive

    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 Avaya technical support representative. 1. Set the SCSI ID to 6.
  • Page 108 Risk of equipment damage Use an ESD wrist strap to protect static-sensitive components. Courtesy down Avaya CallPilot®, and then power down the server. 2. Ensure that the tape drive settings are as described in "To configure the tape drive". 3. Remove the chassis cover.

  • Page 109: 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. Avaya CallPilot® uses RAID Level 1.

  • Page 110: Replacing The Lsi1600 Or Lsi320-2 Card With Lsi320-2

    Use this procedure to replace a failed LSI1600 or LSI320-2 RAID card. To replace the LSI1600 or LSI320-2 card with the LSI320-2 card. Warning: Avaya strongly recommends that you not perform low level formatting. Performing low level formatting results in the drives becoming unusable. Important:...
  • Page 111 Select Adapter → Properties and verify the firmware version is 1L37 or 1L51 and the board type is LSI320-2. d. Exit the Power Console. 14. Right click on C:\WINNT\SYSTEM32\DRIVERS\mraid3xx.sys and select Properties → Version. Verify the Driver version is 6.45 or 6.51. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 112: 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 Avaya CallPilot® system (that is, reinstalling the Windows operating system and Avaya CallPilot software).
  • Page 113 19. Press ESC twice to exit the submenus. 20. In the Management menu choose the Initialize submenu. 21. Press F2 to select all three logical drives. 22. Press F10 and consecutively select YES to initialize the drive packs. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 114: 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. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 115 This is OK; the system will still reboot. Important: The alarm can be silenced, but under no circumstances should it be disabled. On the toolbar, select Objects → Adapter → Alarm Console → Silence Alarm from the toolbar. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 116: Synchronizing Raid Drives

    Select Fail Drive and press Enter. d. Select Yes to confirm the fail action and press Enter. e. Repeat these steps for each remaining drive on channel 2: CH1 ID1 (A02-01) and CH1 ID2 (A03-01). Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 117 7. Press Esc to exit the RAID configuration utility. Result: A confirmation box appears. 8. Click Yes to confirm that you want to exit the RAID configuration utility and press Enter. 9. Press Ctrl+Alt+Delete to reboot the server. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 118 RAID operations Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 119: Chapter 11: Configuring Mpb96 Boards

    MPB96 boards PCI T1 cards Max. Channels Meridian 1 (M1)/Avaya Communication Server 1000 (Avaya CS 1000) switch connectivity There are two valid configurations for MPB 96 boards with M1/CS 1000 switch connectivity. Table 20: MPB 96 with M1/CS 1000 switch on page 120 shows valid configurations.

  • Page 120: Taking Safety Precautions

    • Do not drop hard objects (such as screwdrivers) inside the server as this can damage the server. Identifying hardware components Figure 29: 1002rp server chassis on page 121 shows the arrangement of slots in a 1002rp server chassis. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 121 Identifying hardware components Figure 29: 1002rp server chassis Figure 30: D/480JCT-2T1 PCI T1 board on page 122 shows the layout of jumpers and switches on the D/480JCT-2T1 PCI T1 board. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 122: Installing Valid Configurations

    3. Plug the first Intel D/480JCT-2T1 PCI card 1 in PCI slot 4. 4. On the second Intel D/480JCT-2T1 PCI card: a. Set the card SW100 ID rotary dial switch to 1. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 123 12. Connect the 7 drop CT Bus cable to all MPB96 and T1 cards. Ensure that the end connectors are connected to the end cards and no connector is left dangling at any end of the cable. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 124: M1/Cs 1000 Switch Connectivity

    CT Bus cable connected to MPB96 in slot 3 and MPB96 in slot 9. Note: There should be no dangling connectors at either end of the CT Bus cable. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 125: Chapter 12: Replacing Or Adding Voice Processing Boards

    DSP numbering and location DSPs are the built-in voice processing components on MPB boards. DSPs are numbered to distinguish them in Avaya CallPilot® maintenance programs, such as the Maintenance page in Avaya CallPilot Manager. Each DSP supports up to eight multimedia channels.

  • Page 126: Replacing An Mpb96 Board

    • Do not touch the components or gold-edge connectors of cards or boards. • Place the board on an antistatic surface until you are ready to install it. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 127 Found Wizard screen appears. Important: 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 Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 128: Adding An Mpb16/Mpb96 Board Or Replacing Mpb16 With Mpb96 In A 1002Rp

    If this happens, the server may not recognize the cards or boards. 15. Click Next. 16. Select the presented Avaya MPB driver. 17. Repeat the previous two steps each time the Windows New Hardware Found Wizard screen appears.
  • Page 129 Package 2 and set it to automatic if the boards are added. 6. Run configuration wizard and setup the new DSPs. Add or change at least one DSO port under switch configuration. 7. Finish Configuration wizard and reboot the Callpilot. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 130: Avaya Callpilot® 1002Rp Server Maintenance And Diagnostics December

    Replacing or adding voice processing boards Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 131: 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 Avaya CallPilot and SL-100* or DMS-100. The card connects to the MPB96 board with a CTbus cable.

  • Page 132: Identify The Card

    11. Secure the card by tightening the screw located at the top of the faceplate. 12. Set the T1 card terminations as detailed on Installing valid configurations page 122. 13. Replace the CTbus cable. 14. Replace the chassis cover. 15. Power up the server. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 133: Manually Setting T1 Card Manual Termination Jumpers

    Test the D/480JCT-2T1 card using the Universal Dialogic Diagnostic (UDD) utility. Note: Before running this utility, you must stop essential services. All call processing ceases and you must restart the system after the diagnostics are complete. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 134 Result: The Intel Warning box appears asking you to confirm the stoppage of the boards. Figure 34: Intel Warning box 3. Click Yes to confirm. Result: The Universal Intel Dialogic Diagnostics screen appears. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 135 5. Click Done when the tests are complete. Save any error information. 6. Restart the CallPilot HAL Monitor service. Refer to To start or stop a component page 57 for instructions Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 136 Replacing the D/480JCT-2T1 T1 interface card Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 137: Chapter 14: Maintaining The Pentium Iii Sbc Card

    SBC card. The SBC card is always installed in the SBC slot located between the ISA expansion slots and the PCI slots on the backplane. Refer to Figure 37: SBC card location on page 138 for SBC card location. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 138: Procedures Included

    Replacing the Pentium III SBC card Use system diagnostic tools and refer to error codes to determine whether the SBC card should be replaced. This section provides instructions for replacing the SBC card. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 139: Requirements

    140 shows the location of connectors where cables must be disconnected or connected as part of the procedure to replace the SBC card. The jumpers shown in this diagram are used in the BIOS configuration procedures Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 140 6. Loosen and remove the screw that is securing the SBC card. 7. Loosen and remove the screw located at the top of the card faceplate. 8. Loosen the SBC and pull it up from the backplane. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 141: Configuring The 1002Rp Pentium Iii Bios

    The Avaya CallPilot® server is shipped to the customer with the required minimum BIOS vintage, so an upgrade is only necessary if Avaya deems this necessary to solve a system problem. The minimum release BIOS for Avaya CallPilot 4.0 is NNCXUA07 or later.

  • Page 142: Requirements For Upgrading Or Reconfiguring The Bios

    143). Caution: Risk of data loss Perform this procedure only if specifically instructed to do so by your Avaya representative. Disconnect the cable that connects the CallPilot server to the Avaya server subnet. 2. Power on the CallPilot server.

  • Page 143: Replacing Or Adding Dual Inline Memory Modules

    To configure the Pentium III SBC Caution: Risk of data loss Perform this procedure only if specifically instructed to do so by your Avaya representative. Restart the server, and then press Delete to enter Setup when prompted. 2. Set the MPS 1.4 Support value to Disabled in the Chipset menu.

  • Page 144: Requirements

    SBC when you press the DIMM into the slot. 7. Repeat steps 5 and 6 to install each additional DIMM. 8. Replace the SBC card in the server. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 145: Maintaining The Onboard Video And Network Cards

    • The floppy drive light goes on when the server is powered, but no display is visible on the monitor. • The floppy drive light comes on when you type dir a: and press Enter, but no display is visible on the monitor. Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 146 Maintaining the Pentium III SBC card Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

  • Page 147: Index

    ............... parameters and descriptions ........ running from Windows ......... syntax ..............commands call channels Net Start ............... disabling ............... Net Stop ............... working with ............TSTSERIO ............. – CallPilot Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 148 ..............when to hot-swap ..........tracert ............hardware problems, detecting ........Diagnostics section, Maintenance screen ....diagnostics tool TCP/IP ..............Diagnostics Tool ............display panel, status indicators ..............Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 149 ........ SCSI controller running from Windows ......... error messages ............ syntax ..............SCSI ID ..............Net Start command ............ security event log Net Stop definition ............... Windows .............. serial port Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...
  • Page 150 ............. tape drive viewing ............... cabling example ..........configuration of ........... installation of new ..........Windows replacement of ........... Net Stop utility ............TCP/IP diagnostics ......– TSTSERIO ............viewing ..............Avaya CallPilot® 1002rp Server Maintenance and Diagnostics December 2010...

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