Page 1 555-7101-119 555-7101-119 CallPilot Installation and Configuration Part 5: 201i Server Maintenance and Diagnostics Product release 2.0 Standard 1.0 October 2002...
Page 2 P0949451...
Page 3 Nortel Networks reserves the right to seek all allowable remedies for such breach. This page and the following page are considered the title page, and contain Nortel Networks and third-party trademarks.
Page 4 *Nortel Networks, the Nortel Networks logo, the Globemark, and Unified Networks, BNR, CallPilot, DMS, DMS-100, DMS-250, DMS-MTX, DMS-SCP , DPN, Dualmode, Helmsman, IVR, MAP , Meridian, Meridian 1, Meridian Link, Meridian Mail, Norstar, SL-1, SL-100, Succession, Supernode, Symposium, Telesis, and Unity are trademarks of Nortel Networks.
Page 5 Publication history October 2002 Standard 1.0 of CallPilot Installation and Configuration, Part 5: 201i Server Maintenance and Diagnostics is released for CallPilot 2.0 general availability. Part 5: 201i Server Maintenance and Diagnostics...
Page 6 Publication history Standard 1.0 CallPilot...
Page 7: Table Of Contents
Contents About this guide Maintenance and diagnostics overview ......10 Resolving system problems ........12 Replacing hardware components .
Page 8 Contents Standard 1.0 Section A: Tools for isolating and fixing hardware problems Overview........... 68 Alarm Monitor .
Page 9: About This Guide
C h a p t e r 1 About this guide In this chapter Maintenance and diagnostics overview Resolving system problems Replacing hardware components Part 5: 201i Server Maintenance and Diagnostics...
Page 10: Maintenance And Diagnostics Overview
About this guide Standard 1.0 Maintenance and diagnostics overview Introduction The maintenance and diagnostic activities discussed in this guide are divided into two groups of activities: troubleshooting and diagnostics (identifying the cause of and resolving system problems) performing hardware maintenance Who should read this guide This guide is for administrators, technicians, and engineers responsible for maintaining a CallPilot server.
Page 11 Note: The CallPilot Troubleshooting Reference is intended for Nortel Networks distributors and technical support representatives; therefore, it is not part of the customer documentation package. Nortel Networks continually updates the CallPilot Troubleshooting Reference, which is available from the Partner Information Center (PIC) at http://my.nortelnetworks.com.
Page 12: Resolving System Problems
About this guide Standard 1.0 Resolving system problems Introduction Chapters 2 to 5 in this guide describe how to use a variety of CallPilot resources for resolving system problems. If you are not able to resolve your problem with the resources described in this guide, you can also refer to the following documents: CallPilot Administrator’s Guide (NTP 555-7101-301) CallPilot Troubleshooting Reference...
Page 13 Nortel Networks Partner Information Center (PIC) at http://my.nortelnetworks.com. Note: If you are not a Nortel Networks distributor, then contact your Nortel Networks technical support representative for assistance. Use the CallPilot Troubleshooting Reference to resolve the following types...
Page 14 About this guide Standard 1.0 server to network connection problems remote access connection problems CallPilot application problems CallPilot...
Page 15: Replacing Hardware Components
MPC-8 cards “Replacing Multimedia Processing Cards” on page 134 Approved replacement parts Before replacing any parts on your server, refer to the Nortel Networks product catalog for the part codes. CAUTION Risk of system damage The use of parts that are not approved by Nortel Networks can cause serious system problems or void your Nortel Networks warranty.
Page 16 About this guide Standard 1.0 Preparing for maintenance activities Before you proceed with hardware maintenance activities, review Part 1 of the CallPilot Installation and Configuration binder for the following information: required tools and equipment recommended safety precautions for electrostatic discharge, handling cards, and handling your server instructions for shutting down your 201i server or for taking it out of service...
Page 17: Troubleshooting Your Callpilot System
C h a p t e r 2 Troubleshooting your CallPilot system In this chapter Overview Section A: LED and HEX displays Status LEDs and HEX display location Interpreting the power status LED Interpreting the MPC slot LEDs Interpreting the network and drive activity LEDs Interpreting the HEX display Section B: Startup diagnostics Startup diagnostic codes...
Page 18: Overview
Troubleshooting your CallPilot system Standard 1.0 Overview Introduction This guide provides instructions for using the resources provided by your 201i system. Use these resources to determine the cause of system problems, and then resolve them. LEDs and HEX display on the 201i server’s faceplate The LEDs indicate when the 201i server, MPC-8 card, or SCSI drive are in use it is safe to remove the server from the switch, or the MPC-8 card from...
Page 19: Section A: Led And Hex Displays
October 2002 Troubleshooting your CallPilot system Section A: LED and HEX displays In this section Status LEDs and HEX display location Interpreting the power status LED Interpreting the MPC slot LEDs Interpreting the network and drive activity LEDs Interpreting the HEX display Part 5: 201i Server Maintenance and Diagnostics...
Page 20: Status Leds And Hex Display Location
Troubleshooting your CallPilot system Standard 1.0 Status LEDs and HEX display location The following diagram shows the location of the status LEDs and HEX display on the 201i server’s faceplate: Power status LED MPC status LEDs MPC status LEDs HEX display Network and drive activity LEDs G101439...
Page 21: Interpreting The Power Status Led
October 2002 Troubleshooting your CallPilot system Interpreting the power status LED Introduction The power status LED is located on the 201i server’s faceplate, directly under the keyboard connector. The LED indicates whether it is safe to remove the server from the switch (which results in a server power down). CAUTION Risk of equipment damage or data loss Do not remove the 201i server during normal operation or...
Page 22 Troubleshooting your CallPilot system Standard 1.0 IF the power status LED is THEN it is not safe to remove the server from the switch. The server is in one of the following states: The server is in the Windows NT startup sequence. The server has completed the startup sequence and is running.
Page 23: Interpreting The Mpc Slot Leds
October 2002 Troubleshooting your CallPilot system Interpreting the MPC slot LEDs Introduction There is an LED for each MPC slot on the 201i server. MPC slot LED functions The LEDs indicate two possible MPC slot states: The MPC is in use. It is safe to remove the MPC from the server.
Page 24: Interpreting The Network And Drive Activity Leds
Troubleshooting your CallPilot system Standard 1.0 Interpreting the network and drive activity LEDs Introduction The 201i server provides four LEDs to indicate ELAN, CLAN, SCSI device, and IDE hard drive activity. They are labeled as follows: LED label Description ELAN CLAN IDE hard drive SCSI device (CD-ROM or tape drive)
Page 25 October 2002 Troubleshooting your CallPilot system IF the E or C LEDs are THEN a valid hardware connection with the network has been established. Note: Before the 201i server can receive or transmit data, you must configure valid IP settings on the 201i server by running the Configuration Wizard.
Page 26: Interpreting The Hex Display
Troubleshooting your CallPilot system Standard 1.0 Interpreting the HEX display Introduction This section describes the codes that can appear on the HEX display during startup or normal 201i server operation. Note: For a description of the codes that appear during startup diagnostics, see “Startup diagnostic codes”...
Page 27 POST Terminal errors that result in a system halt do not appear on the HEX display. If you are not able to use the HEX display to determine the cause of a system halt, contact your Nortel Networks technical support representative. HOST This appears during the startup sequence and means that BIOS diagnostics have started.
Page 28 Troubleshooting your CallPilot system Standard 1.0 HEX display output Description FAIL CallPilot failed the start sequence and cannot accept calls. Review the event log for further information. A minor alarm has occurred. Review the event log for further information. A major alarm has occurred. Review the event log for further information.
Page 29 October 2002 Troubleshooting your CallPilot system Note: If you observe “???” or anything else on the display, contact your Nortel Networks technical support representative. Part 5: 201i Server Maintenance and Diagnostics...
Page 30 Troubleshooting your CallPilot system Standard 1.0 CallPilot...
Page 31: Section B: Startup Diagnostics
October 2002 Troubleshooting your CallPilot system Section B: Startup diagnostics In this section Startup diagnostic codes Startup sequence description Troubleshooting startup problems Part 5: 201i Server Maintenance and Diagnostics...
Page 32: Startup Diagnostic Codes
Troubleshooting your CallPilot system Standard 1.0 Startup diagnostic codes Introduction HEX display diagnostic codes are divided into the following two categories: critical startup diagnostics noncritical operating system and switch diagnostics Critical startup diagnostic codes All critical startup diagnostics must pass before the 201i can proceed with the start sequence.
Page 33 October 2002 Troubleshooting your CallPilot system Test code Test description Failure code T:08 End of system controller self-tests not applicable The power status LED blinks three times. HOST Start of BIOS diagnostics HOST continues to The monitor displays the BIOS start scroll across the screen.
Page 34 Troubleshooting your CallPilot system Standard 1.0 Status code Operation description Failure code Windows NT start sequence started P:XX Note: If the CallPilot server Note: For a description, software is not installed, the HEX see “P:XX failure codes” display remains at NT. (This can on page 35.
Page 35 POST Terminal errors that result in a system halt do not appear on the HEX display. If you are not able to use the HEX display to determine the cause of a system halt, contact your Nortel Networks technical support representative. Part 5: 201i Server Maintenance and Diagnostics...
Page 36: Startup Sequence Description
Troubleshooting your CallPilot system Standard 1.0 Startup sequence description Introduction The following table describes the startup sequence and the diagnostic stages that occur. The entire sequence occurs when you do one of the following: You lock the 201i against the switch backplane and the 201i powers up. You press Reset on the 201i server’s faceplate to perform a hardware restart.
Page 37 October 2002 Troubleshooting your CallPilot system Status Stage Description display Boot ROM self-test T:04 Approximate duration: less than 1 second Timer self-test T:05 Approximate duration: less than 1 second Watchdog self-test T:06 Approximate duration: less than 1 second EEPROM self-test T:07 This is a noncritical diagnostic.
Page 38 Troubleshooting your CallPilot system Standard 1.0 Status Stage Description display 10 (cont) Please select the operating system to start: ----------------- Windows NT Server Version 4.00 Windows NT Server Version 4.00 (VGA mode) Previous OS on C Choose an option[1,2]?1 A timer counts down from 5 seconds. If you do not press a key within 5 seconds, the start menu times out and, by default, loads Windows NT.
Page 39 October 2002 Troubleshooting your CallPilot system Status Stage Description display Completion of operating system start sequence. The 8051 system controller is running normally. The 201i CallPilot software loads. One of the following, as OK means that CallPilot has loaded. applicable: CallPilot Fault Management takes over.
Page 40: Troubleshooting Startup Problems
Nortel Networks continually updates the CallPilot Troubleshooting Reference, which is available from the Nortel Networks Partner Information Center (PIC) at http://my.nortelnetworks.com. 5 If you still cannot find the cause of the failure, call your Nortel Networks technical support representative. CallPilot...
Page 41 CallPilot Troubleshooting Reference, which is available from the Nortel Networks Partner Information Center (PIC) at http://my.nortelnetworks.com. 6 If you still cannot find the cause of the failure, call your Nortel Networks technical support representative. Part 5: 201i Server Maintenance and Diagnostics...
Page 42 Troubleshooting your CallPilot system Standard 1.0 CallPilot...
Page 43: Using Windows Nt Online Diagnostic Tools
C h a p t e r 3 Using Windows NT online diagnostic tools In this chapter Overview Viewing event logs Checking hardware using Windows NT Diagnostics Using TCP/IP diagnostic tools Part 5: 201i Server Maintenance and Diagnostics...
Page 44: Overview
Using Windows NT online diagnostic tools Standard 1.0 Overview Introduction This section describes how to access the run-time online diagnostic tools provided by the Windows NT server software. Use these tools when a serious problem prevents the use of the CallPilot diagnostic tools that are available in CallPilot Manager.
Page 45 October 2002 Using Windows NT online diagnostic tools nbtstat netstat These utilities help you to verify network connectivity. They help you to thoroughly test the network interface and isolate any configuration problems. Network connectivity is essential to CallPilot operation. Part 5: 201i Server Maintenance and Diagnostics...
Page 46: Viewing Event Logs
Using Windows NT online diagnostic tools Standard 1.0 Viewing event logs Introduction When the server startup cycle is complete, and if the CallPilot server has been configured (refer to Part 3 of the CallPilot Installation and Configuration binder), the hex display should show PASS, and messages in dialog boxes on the monitor indicate that CallPilot is ready to accept calls.
Page 47 October 2002 Using Windows NT online diagnostic tools Types of event logs Three types of event logs are available from the Windows NT Event Viewer, as follows: Log type Description System Logs events by Windows NT 4.0 components, including RAS or other Windows NT services. Security Logs security events, such as logons, logoffs, illegal access, and so on.
Page 48 Using Windows NT online diagnostic tools Standard 1.0 To use the Windows NT Event Viewer 1 Click Start Programs Administrative Tools Event Viewer. Result: The Event Viewer window appears. Note: The System Log appears by default. CallPilot...
Page 49 October 2002 Using Windows NT online diagnostic tools 2 To view the Application Log, click Log Application. Result: The Application Log similar to the following window appears: 3 Look for error codes flagged with that have occurred since the last startup. Note: Each error is date and time stamped.
Page 50 Application Log: 5 Use the description to help determine how to resolve errors. Note: If the error persists or does not suggest a solution, contact your Nortel Networks support representative. 6 Click Close. Result: The event log reappears.
Page 51: Checking Hardware Using Windows Nt Diagnostics
October 2002 Using Windows NT online diagnostic tools Checking hardware using Windows NT Diagnostics Introduction The Windows NT 4.0 Diagnostics window allows you to view details about the system and network components. To use the Windows NT 4.0 Diagnostics tool 1 Log on to Windows NT.
Page 52 Using Windows NT online diagnostic tools Standard 1.0 3 Click the appropriate tab to view information concerning the system and network. The following table identifies the types of details available on each tab: Select To display details about Version Version Registration System System identifier...
Page 53 October 2002 Using Windows NT online diagnostic tools Select To display details about Resources Click one of the following buttons to display information about the resources available on the system: I/O Port Memory Devices To view specific details, select a resource, and then click Properties.
Page 54: Using Tcp/Ip Diagnostic Tools
Using Windows NT online diagnostic tools Standard 1.0 Using TCP/IP diagnostic tools Introduction This section describes the following TCP/IP diagnostic tools available for the network adapter. These tools are useful for diagnosing LAN communication problems. The first three tools are the most useful: ipconfig (below) ping (page 56) tracert (page 57)
Page 55 October 2002 Using Windows NT online diagnostic tools The following flags are available for the ipconfig command: Flag Description Displays Help information. /all Displays full configuration information. /release Releases the IP address for the specified adapter. /renew Renews the IP address for the specified adapter. To run the ipconfig command from Windows NT 4.0 1 Click Start Programs...
Page 56 Using Windows NT online diagnostic tools Standard 1.0 The ping command The ping command sends an echo request to a specified host. Use this command to verify network connectivity to the remote device. Ping command syntax The ping command uses the following syntax: ping [-t] [-a] [-n count] [-l size] [-f] [-i TTL] [-v TOS] [-r count] [-s count] [[-j host-list] | [-k host-list]]...
Page 57 October 2002 Using Windows NT online diagnostic tools To run the ping command from Windows NT 4.0 1 Click Start Programs Command Prompt to display the MS-DOS command prompt window. Result: The MS-DOS Command Prompt window appears. 2 At the MS-DOS prompt, type ping <destination IP address> (for example, ping 200.286.32.0), or ping <computer name>.
Page 58 Using Windows NT online diagnostic tools Standard 1.0 Tracert parameters The tracert command uses the following parameters: Parameter Description Specifies not to resolve addresses to hostnames. -h maximum_hops Specifies the maximum number of hops to search for the target. -j host-list Specifies a loose source route along the host list.
Page 59 October 2002 Using Windows NT online diagnostic tools 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] Parameter...
Page 60 Using Windows NT online diagnostic tools Standard 1.0 Parameter Description Adds the host and associates the Internet address inet_addr with the Physical address eth_addr. The physical address is given as six hexadecimal bytes separated by hyphens. The entry is permanent. To run the arp command from Windows NT 4.0 1 Click Start Programs...
Page 61 October 2002 Using Windows NT online diagnostic tools Parameter Description Lists the contents of the NetBIOS name cache giving the IP address of each name. Lists local NetBIOS names. Registered indicates that the name is registered by broadcast (Bnode) or WINS (other node types).
Page 62 Using Windows NT online diagnostic tools Standard 1.0 3 Press Enter. Result: The system runs the nbtstat utility. 4 Type Exit to exit MS-DOS and return to Windows NT 4.0. The netstat command The netstat command displays current TCP/IP network connections and protocol statistics.
Page 63 October 2002 Using Windows NT online diagnostic tools To run the netstat command from Windows NT 4.0 1 Click Start Programs Command Prompt to display the MS-DOS command prompt window. Result: The MS-DOS Command Prompt window appears. 2 At the MS-DOS prompt, type netstat with the required parameters. 3 Press Enter.
Page 64 Using Windows NT online diagnostic tools Standard 1.0 CallPilot...
Page 65: Using Callpilot Manager To Monitor Hardware
C h a p t e r 4 Using CallPilot Manager to monitor hardware In this chapter Understanding fault management Section A: Tools for isolating and fixing hardware problems Overview Alarm Monitor Event Browser Maintenance page Channel and Multimedia Monitors Section B: Working with the Maintenance page Introducing the Maintenance page Viewing component states...
Page 66: Understanding Fault Management
Using CallPilot Manager to monitor hardware Standard 1.0 Understanding fault management Introduction Fault management is a term that describes how the CallPilot server detects and notifies you of potential or real hardware problems (faults). The server processes events to detect hardware problems and raises alarms to notify you when these problems occur.
Page 67: Section A: Tools For Isolating And Fixing Hardware Problems
October 2002 Using CallPilot Manager to monitor hardware Section A: Tools for isolating and fixing hardware problems In this section Overview Alarm Monitor Event Browser Maintenance page Channel and Multimedia Monitors Part 5: 201i Server Maintenance and Diagnostics...
Page 68: Overview
Using CallPilot Manager to monitor hardware Standard 1.0 Overview Introduction This section provides guidelines on how to use the CallPilot Manager tools to detect, isolate, and fix potential or real hardware problems. Component dependencies The status of some components are dependent on the operational status of other components.
Page 69 October 2002 Using CallPilot Manager to monitor hardware Other indications of a hardware problem include the following: user complaints call processing difficulties, such as busy signals, static, dropped calls, connection problems, and cross talk (hearing other conversations) system administrator logon difficulties alert icons on the Maintenance page Part 5: 201i Server Maintenance and Diagnostics...
Page 70: Alarm Monitor
Using CallPilot Manager to monitor hardware Standard 1.0 Alarm Monitor Introduction Use the Alarm Monitor to investigate one or more raised alarms. About alarms Alarms are warnings generated by events. Alarms communicate the same information as events. However, alarms are reported in the Alarm Monitor instead of the Event Browser, and are managed differently than events: Alarms appear in the Alarm Monitor only for Minor, Major, and Critical events (not Information events).
Page 71 October 2002 Using CallPilot Manager to monitor hardware To investigate using the Alarm Monitor 1 In CallPilot Manager, click System Alarm Monitor. Result: The Alarm Monitor page appears. 2 Click the Event Code for the first critical or major alarm. Result: A description of the event appears in a new web browser window.
Page 72 Using CallPilot Manager to monitor hardware Standard 1.0 See also For detailed information on how to use the Alarm Monitor, refer to the CallPilot Administrator’s Guide (NTP 555-7101-301), or the CallPilot Manager online Help. CallPilot...
Page 73: Event Browser
October 2002 Using CallPilot Manager to monitor hardware Event Browser Introduction Use the Event Browser to investigate a series of events that occurred around the time an alarm was raised. The event listing can help you determine the root cause of a problem. About events The Event Browser displays events that have been recorded in the server log.
Page 74 Result: A description of the event appears in a new web browser window. 3 View the description and recovery action. 4 Repeat steps 2 and 3 for a few more events, if necessary. 5 If the solution to the problem is not apparent, contact your Nortel Networks technical support representative. CallPilot...
Page 75 October 2002 Using CallPilot Manager to monitor hardware See also For detailed information on how to use the Event Browser (for example, how to set preferences), refer to the CallPilot Administrator’s Guide (NTP 555-7101-301) or the CallPilot Manager online Help. Part 5: 201i Server Maintenance and Diagnostics...
Page 76: Maintenance Page
Using CallPilot Manager to monitor hardware Standard 1.0 Maintenance page Introduction Use the Maintenance page to get status information for any suspect components. If you suspect or discover a problem with hardware such as an MPC-8 card, or the DS30X link, you can use the Diagnostic section on the Maintenance page.
Page 77: Channel And Multimedia Monitors
Disabling call channels If you must take the CallPilot system out of service to perform software or hardware maintenance, Nortel Networks recommends that you disable all call channels first. There are two ways to disable the call channels: Courtesy stop the channels (preferred method).
Page 78 Using CallPilot Manager to monitor hardware Standard 1.0 CallPilot...
Page 79: Section B: Working With The Maintenance Page
October 2002 Using CallPilot Manager to monitor hardware Section B: Working with the Maintenance page In this section Introducing the Maintenance page Viewing component states Starting and stopping components Running integrated diagnostics Viewing the last diagnostic results Part 5: 201i Server Maintenance and Diagnostics...
Page 80: Introducing The Maintenance Page
Using CallPilot Manager to monitor hardware Standard 1.0 Introducing the Maintenance page Introduction Use the Maintenance page in CallPilot Manager to do the following: Obtain general information about components. View component states. Start and stop components. Run integrated diagnostic tests. View the results of the last diagnostic test run against a component.
Page 81 October 2002 Using CallPilot Manager to monitor hardware The following is an example of a partially expanded tree for the 201i server: When you click a component, the page refreshes to show the details about that component. Details are divided into the sections described in the following table: Section Description...
Page 82 Using CallPilot Manager to monitor hardware Standard 1.0 Section Description Maintenance This section shows the state of the selected component. Use this section to start and stop a component before running a diagnostic test. This section appears only for components on which you are allowed to perform maintenance administration.
Page 83 October 2002 Using CallPilot Manager to monitor hardware Start, stop, or Diagnostics Component courtesy stop? available? Replaceable? MPCs (embedded on the embedded: No IPE server or on MPC-8 MPC-8 cards: Yes cards) DSPs Channels DS30X link Note: The MGate card and DS30X cable are replaceable. If you are having problems with the DS30X link, determine if either one or both of those items are causing the problem and need to be replaced.
Page 84: Viewing Component States
Using CallPilot Manager to monitor hardware Standard 1.0 Viewing component states Introduction View a component’s state to determine the general condition of the component, including whether the component is disabled or off duty. The component’s state is shown in the Maintenance section of the Maintenance page.
Page 85 October 2002 Using CallPilot Manager to monitor hardware State Description Not Configured The device is not configured in CallPilot. For example, a DSP is not being used because it was not allocated in the Configuration Wizard. Off Duty The component has been stopped. Remote Off Duty The component has been taken out of service at the switch.
Page 86 Using CallPilot Manager to monitor hardware Standard 1.0 To view the state of a hardware component 1 In CallPilot Manager, click Maintenance Maintenance Admin. Result: The Maintenance page appears. 2 Click the plus sign (+) beside the CallPilot server to expand the component tree.
Page 87: Starting And Stopping Components
Start and stop components from the Maintenance section on the Maintenance page. ATTENTION Nortel Networks recommends that, if possible, you courtesy stop a component. Courtesy stop is available only at the individual channel level. To courtesy down CallPilot, use the following:...
Page 88 Using CallPilot Manager to monitor hardware Standard 1.0 If the component is currently processing a call, the call is not dropped; the component remains active until the call is finished. If the component is not currently in use, it is taken out of service immediately.
Page 89 October 2002 Using CallPilot Manager to monitor hardware Component Effect of stopping Channels Takes the selected DS30X channel out of service. DS30X link Takes the selected DS30X link out of service. To start or stop a component 1 In CallPilot Manager, click Maintenance Maintenance Admin.
Page 90 Using CallPilot Manager to monitor hardware Standard 1.0 Button Description Courtesy Click this button to take the selected component out of Stop service. CallPilot waits for the call to be completed before disabling the component. ATTENTION If you are courtesy 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...
Page 91: Running Integrated Diagnostics
October 2002 Using CallPilot Manager to monitor hardware Running integrated diagnostics Introduction You should run diagnostic tests from the Diagnostics section on the Maintenance page in the following circumstances: You want to ensure that a component is operating properly after installing or reinstalling it.
Page 92 (such as the Time Switch), you must either replace its parent component or contact your Nortel Networks technical support representative, depending on the component.
Page 93 Using CallPilot Manager to monitor hardware To run a diagnostic test ATTENTION Nortel Networks recommends that you courtesy stop rather than stop a component if possible. For instructions, see “Starting and stopping components” on page 87. 1 In CallPilot Manager, click Maintenance Maintenance Admin.
Page 94 Using CallPilot Manager to monitor hardware Standard 1.0 6 Scroll down to the Diagnostics section. Result: The following is an example of the Diagnostics section for an MPC-8 card (removable MPC): 7 Check the check box for each diagnostic that you want to run. Note: If you want to run all of the diagnostics, check the Diagnostic Description check box at the top of the list.
Page 95 October 2002 Using CallPilot Manager to monitor hardware 8 Click Run. Result: A new web browser window opens to display the progress and results of the diagnostics: Note: The Diagnostic Results box in the Diagnostics section displays diagnostic results when you click Get Last Result. Part 5: 201i Server Maintenance and Diagnostics...
Page 96: Viewing The Last Diagnostic Results
Last Results button for a component. To view the last diagnostics result ATTENTION Nortel Networks recommends that you courtesy stop rather than stop a component if possible. For instructions, see “Starting and stopping components” on page 87. 1 In CallPilot Manager, click Maintenance Maintenance Admin.
Page 97 October 2002 Using CallPilot Manager to monitor hardware 5 Scroll down to the Diagnostics section. Result: The following is an example of the Diagnostics section for an MPC-8 card (removable MPC): 6 Check the check box for each diagnostic for which you want to review results.
Page 98 Using CallPilot Manager to monitor hardware Standard 1.0 7 Click Get Last Result. Result: The results appear in the Diagnostic Results box. Last diagnostic results The results of the last diagnostic test display the following information in the Diagnostic Results box: diagnostic title diagnostic result: pass or fail the date and time the test was completed...
Page 99: Section C: Working With The Multimedia And Channel Monitors
October 2002 Using CallPilot Manager to monitor hardware Section C: Working with the Multimedia and Channel Monitors In this section Working with the Multimedia Monitor Working with the Channel Monitor Part 5: 201i Server Maintenance and Diagnostics...
Page 100: Working With The Multimedia Monitor
Using CallPilot Manager to monitor hardware Standard 1.0 Working with the Multimedia Monitor Introduction The Multimedia Monitor shows the status of multimedia channels. The multimedia channels are the DSP ports that process the calls. They are the voice, fax, and speech recognition channels. To view or work with multimedia channel states 1 In CallPilot Manager, click Maintenance Multimedia Monitor.
Page 101 October 2002 Using CallPilot Manager to monitor hardware Note: For an explanation of the channel states, refer to the CallPilot Manager online Help. 2 Do one of the following: IF you want to stop or start THEN all of the channels check the check box to the left of the associated with a DSP DSP that you want to stop or start.
Page 102: Working With The Channel Monitor
Using CallPilot Manager to monitor hardware Standard 1.0 Working with the Channel Monitor Introduction 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. To view or work with call channel states 1 In CallPilot Manager, click Maintenance Channel Monitor.
Page 103 October 2002 Using CallPilot Manager to monitor hardware 2 Do one of the following: IF you want to stop or start THEN all of the channels check the check box to the left of the associated with a DS30X link that you want to stop or DS30X link start.
Page 104 Using CallPilot Manager to monitor hardware Standard 1.0 CallPilot...
Page 105: Using Callpilot System Utilities
C h a p t e r 5 Using CallPilot system utilities In this chapter Overview Diagnostics Tool PEP Maintenance utility System Monitor Part 5: 201i Server Maintenance and Diagnostics...
Page 106: Overview
Using CallPilot system utilities Standard 1.0 Overview Introduction The following table lists the CallPilot system utilities: Utility Description Diagnostics Tool Allows CallPilot startup diagnostics to be enabled or disabled (turned on or off). PEP Maintenance Displays a list of installed PEPs and enables PEP uninstall.
Page 107: Diagnostics Tool
October 2002 Using CallPilot system utilities Diagnostics Tool Introduction The Diagnostics Tool allows you to enable or disable CallPilot startup diagnostics. CallPilot startup diagnostics automatically identify hardware problems that may exist when the system and its services are started (DSP, TimeSwitch, MediaBus).
Page 108 Using CallPilot system utilities Standard 1.0 To access the Diagnostics Tool On the Windows desktop, click Start Programs CallPilot System Utilities Diagnostic Tool. Result: The Diagnostics Tool window appears. To enable startup diagnostics From the Diagnostics Tool window, select Configuration Maintenance Startup Diag Enable.
Page 109 October 2002 Using CallPilot system utilities To disable startup diagnostics ATTENTION Nortel Networks 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 (DSP, TimeSwitch, MediaBus).
Page 110: Pep Maintenance Utility
Using CallPilot system utilities Standard 1.0 PEP Maintenance utility Introduction The PEP Maintenance utility displays a list of all installed PEPs on the server and enables you to uninstall PEPS. For information on installing or uninstalling PEPs, refer to Part 4 of the CallPilot Installation and Configuration binder.
Page 111 October 2002 Using CallPilot system utilities To view a list of all installed PEPs 1 Click the component for which you want to display the PEP list. 2 Click Show PEPs. Result: A list of all installed PEPs appears in the left pane. 3 If you want to review the readme file associated with a PEP , click the PEP , and then click Read.
Page 112: System Monitor
Using CallPilot system utilities Standard 1.0 System Monitor Introduction The System Monitor consists of three tabs, as described in the table below: Description Channel Monitor Shows the status of all CallPilot services, multimedia channels (DSP channels), and call channels (DS30X channels).
Page 113 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 Nortel Networks technical support for assistance. Part 5: 201i Server Maintenance and Diagnostics...
Page 114 Using CallPilot system utilities Standard 1.0 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. Critical services needed for CallPilot call processing include the following: CT Media Server Service Telephony Server (TAPI) Service MAS EMCI Service...
Page 115 October 2002 Using CallPilot system utilities DS30X links In the DS30X link pane, each DS30 row represents a separate DS30X link (also referred to as a DS30 link). Each box in the row represents one DS30X channel. For the 201i server, the DS30X link to the switch is supported by the connection of the server to the switch backplane.
Page 116 Using CallPilot system utilities Standard 1.0 PEP information and configured Service DNs are listed in the bottom part of the window. About the Legend/Help tab The following is an example of the Legend/Help tab. Consult this window for descriptions of the icons found in the Channel Monitor tab: CallPilot...
Page 117: Performing Hardware Maintenance And Mechanical Assembly
C h a p t e r 6 Performing hardware maintenance and mechanical assembly In this chapter Overview Removing the server from the switch Replacing the server Replacing the IDE hard drive Replacing the software feature key Replacing Multimedia Processing Cards Part 5: 201i Server Maintenance and Diagnostics...
Page 118: Overview
Performing hardware maintenance and mechanical assembly Standard 1.0 Overview Introduction Before you can begin component replacement, you must do the following: Gather the tools you need. Remove the 201i server from the switch. Become familiar with component layout on the 201i server. Equipment required You need the following tools, based on the component you are replacing: antistatic wrist strap or antistatic mat...
Page 119: Removing The Server From The Switch
October 2002 Performing hardware maintenance and mechanical assembly Removing the server from the switch Introduction You must remove the server from the switch before you replace the following components: hard drive software feature key Note: You can replace an MPC-8 card without powering down the 201i server.
Page 120 Performing hardware maintenance and mechanical assembly Standard 1.0 What’s next? Replace and upgrade components, as required. CallPilot...
Page 121: Replacing The Server
Introduction Replace the server only if you are instructed to do so. For activities that are not supported as field procedures, you must return the server to Nortel Networks for service. This section summarizes the procedure for replacing the server. References are made to specific component replacement procedures where applicable.
Page 122 Performing hardware maintenance and mechanical assembly Standard 1.0 11 Boot the server to Windows NT. 12 Run the Configuration Wizard to configure the new hardware. For instructions, refer to Part 3 of the CallPilot Installation and Configuration binder. 201i server component diagram: exploded view The following diagram identifies component locations on the 201i server: MPC-8 cards...
Page 123 October 2002 Performing hardware maintenance and mechanical assembly 201i server component diagram: complete assembly The following diagram shows the 201i server when it is completely assembled: G101544 Part 5: 201i Server Maintenance and Diagnostics...
Page 124 Performing hardware maintenance and mechanical assembly Standard 1.0 Legend Item Description Heat sink Hard drive power cable Hard drive data cable Secondary backplane connector pin Secondary backplane connector 3.5" IDE hard drive Hard drive mounting bracket Software feature key Faceplate Monitor connector Mouse connector Keyboard connector...
Page 125: Replacing The Ide Hard Drive
October 2002 Performing hardware maintenance and mechanical assembly Replacing the IDE hard drive Introduction The hard drive rests lengthwise along the backplane side of the server. The hard drive is secured in place by five screws—two on the backplane edge, two through the motherboard, and one through the bottom edge of the stiffener.
Page 126 Performing hardware maintenance and mechanical assembly Standard 1.0 Hard drive assembly diagram The following diagram shows the hard drive in its assembled state: Hard drive power cable and connectors Hard drive data cable and connectors Hard drive G101433 CallPilot...
Page 127 October 2002 Performing hardware maintenance and mechanical assembly To remove the IDE hard drive 1 Do the following: a. Remove the two screws on the back of the motherboard. b. Remove the screw on the stiffening cage. c. Remove the two screws on the hard drive’s stiffener cage (along the backplane edge of the server).
Page 128 Performing hardware maintenance and mechanical assembly Standard 1.0 2 Do the following: a. Dislodge the power cable from its connector and lift it away from the motherboard. b. Slide one hand as far as you can beneath the hard drive so that it is securely supported and you can touch the data cable connector on the motherboard.
Page 129 October 2002 Performing hardware maintenance and mechanical assembly 3 Use the pull tabs to gently remove the data cable connector from the motherboard. See the following diagram: G101448 4 Lift the hard drive assembly away from the motherboard. 5 Do the following: IF you are THEN replacing the hard drive...
Page 130 Performing hardware maintenance and mechanical assembly Standard 1.0 6 Detach the hard drive bracket by removing the two screws on the bottom of the hard drive assembly. G101449 7 Remove the power and data cables from the hard drive. 8 Continue with “To install the hard drive” below. To install the hard drive 1 If you are replacing the hard drive with a new one, do the following: a.
Page 131 October 2002 Performing hardware maintenance and mechanical assembly 2 Connect the power and data cables to the 201i server motherboard. Refer to “Hard drive assembly diagram” on page 126. CAUTION Risk of equipment damage Ensure the pins on the data connector on the motherboard line up correctly with the data cable connector.
Page 132: Replacing The Software Feature Key
Performing hardware maintenance and mechanical assembly Standard 1.0 Replacing the software feature key Introduction The software feature key stores the unique serial number of the server. If the 201i server must be replaced, use this procedure to move the software feature key from the faulty server to the replacement server.
Page 133 October 2002 Performing hardware maintenance and mechanical assembly 3 Insert the software feature key into the socket on the replacement server, lip side up. When the software feature key is correctly installed, it is firmly seated in its socket. See the following diagram: Software feature key fully seated G101539...
Page 134: Replacing Multimedia Processing Cards
Performing hardware maintenance and mechanical assembly Standard 1.0 Replacing Multimedia Processing Cards Introduction The Nortel Networks MPC-8 card supports multimedia telephony services on the 201i server. Note: The 201i server motherboard contains one built-in MPC. This MPC is known as MPC 1.
Page 135 October 2002 Performing hardware maintenance and mechanical assembly Correct card insertion Four specially designed card slots for the MPC-8 are located on the 201i server faceplate. The MPC-8 card is keyed so that it fits only one way into the slot on the 201i server faceplate. If the card is inserted incorrectly, the card does not go all the way into the slot.
Page 136 Performing hardware maintenance and mechanical assembly Standard 1.0 The following table describes each LED status: Status Description The MPC is not receiving power. It is safe to remove the card. The MPC is in use. In this case, it is not safe to remove the card.
Page 137 October 2002 Performing hardware maintenance and mechanical assembly 2 Ensure that the MPC’s LED on the 201i server faceplate is not lit, which indicates that the MPC is no longer receiving power and can be removed safely. CAUTION Risk of equipment damage If you remove an MPC while it is receiving power, this can damage the MPC or the 201i server.
Page 138 Performing hardware maintenance and mechanical assembly Standard 1.0 To install an MPC-8 card 1 Ensure that the MPC-8 card label is facing one of the following ways: facing to the right if the 201i server is inserted into the IPE shelf (see the following diagram) G101541 facing up if the 201i server is lying horizontally on a flat surface...
Page 139 October 2002 Performing hardware maintenance and mechanical assembly 4 Run the Configuration Wizard to detect and initialize the new hardware. For instructions on running the Configuration Wizard, refer to Part 3 of the CallPilot Installation and Configuration binder. Note: You do not need to change any data in the Configuration Wizard. However, you must apply the configuration changes as instructed on the last page of the Configuration Wizard.
Page 140 Performing hardware maintenance and mechanical assembly Standard 1.0 CallPilot...
Page 141: Index
Index Numerics arp command parameters and descriptions 201i server running from Windows NT 4.0 complete assembly diagram syntax component replacement, equipment requirements exploded view diagram IDE hard drive call channels equipment needed for replacement diagnostics, running – installing disabling – removing –...
Page 142 Index Standard 1.0 Maintenance page equipment requirements Diagnostics section exploded view diagram General section list Maintenance section replacing – purpose start, about – using starting – Multimedia Monitor, using states CallPilot services, Channel Monitor tab Alert icons – card slots description diagram viewing...
Page 143 October 2002 Index diagrams 201i server components General section, Maintenance page HEX display, location LEDs, location IDE hard drive assembly hardware maintenance bracket, removing components, replacing removing performing screw locations preparing for MPC slots hardware problems, detecting MPC-8 card HEX display correct installation –...
Page 144 Index Standard 1.0 LEDs nbtstat command IDE drive parameters and descriptions location on 201i server running from Windows NT 4.0 MPC slot syntax MPC slots, description netstat command network parameters and descriptions power status running from Windows NT 4.0 purpose syntax SCSI device network LED...
Page 145 October 2002 Index server, 201i system event log complete assembly diagram description component replacement, equipment System Info tab requirements System Monitor exploded view diagram Channel Monitor tab IDE hard drive Legend/Help tab equipment needed for replacement System Info tab – installing using –...
Page 146 Index Standard 1.0 WARN (fault status), what to do Windows NT Diagnostics tool reinstalling system event log, viewing CallPilot...
Page 148 The process of transmitting data and call messaging between the CallPilot server and the Meridian 1 switch or Succession CSE 1000 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.

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