Nortel Agent Greeting 2.0 Maintenance And Troubleshooting Manual
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Nortel Agent Greeting 2.0 Maintenance And Troubleshooting Manual

Nortel Agent Greeting 2.0 Maintenance And Troubleshooting Manual

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Meridian 1
Symposium Agent Greeting 2.0
NTVQ09AB Maintenance and Troubleshooting Guide
Document Number: 297-2183-502
Document Release: Release 2.0.1
Date: June 2001
Year Publish FCC TM
© 2001
All rights reserved
Information is subject to change without notice. Nortel Networks Corporation reserves the right to make
changes in design or components as progress in engineering and manufacturing may warrant. This equipment
has been tested and found to comply with the limits for a Class B digital device pursuant to CENELEC Product
Emission Standard EN 55 022:1994 (CISPR22) when installed in a Meridian 1 system. These limits are
designed to provide reasonable protection against harmful interference when the equipment is operated in a
commercial environment. This equipment generates, uses and can radiate radio frequency energy, and if not
installed and used in accordance with the instruction manual, may cause harmful interference to radio
communications. Operation of this equipment in a residential area is likely to cause harmful interference in
which case the user will be required to correct the interference at their own expense.
Meridian 1 is a trademark of Nortel Networks Corporation.

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  • Page 1 © 2001 All rights reserved Information is subject to change without notice. Nortel Networks Corporation reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. This equipment has been tested and found to comply with the limits for a Class B digital device pursuant to CENELEC Product Emission Standard EN 55 022:1994 (CISPR22) when installed in a Meridian 1 system.
  • Page 2 Page 2 of 36 297-2183-502 Release 2.0.1 June 2001...
  • Page 3 Page 3 of 36 Revision history June 11th, 2001 Release 2.0.1 May 11th, 2001 Release 2.0. August 28th, 2000 Release 1.0. Agent Greeting Card Maintenance and Troubleshooting Guide...
  • Page 4 Page 4 of 36 297-2183-502 Release 2.0.1 June 2001...

  • Page 5: Table Of Contents

    Page 5 of 36 Contents About this guide ......Agent Greeting Card Test and Debug Capabilities 11 Self Test Features .
  • Page 6 Page 6 of 36 Contents Multi-Card operation across routers ......Changing Multi-cast parameters ......Agent Greeting card spontaneous reboots .
  • Page 7 Page 7 of 36 List of tables Table 1: Hex Display codes during normal operation ... . . Table 2: Hex Display codes during bootup ..... Table 3: Faceplate Mini-DIN Connector pinout .
  • Page 8 Page 8 of 36 List of tables 297-2183-502 Release 2.0.1 June 2001...

  • Page 9: About This Guide

    Page 9 of 36 About this guide This document describes the maintenance procedures related to the Agent Greeting hardware and software and provides information on troubleshooting installation issues and the commands available to debug these issues. Agent Greeting Card Maintenance and Troubleshooting Guide...
  • Page 10 Page 10 of 36 297-2183-502 Release 2.0.1 June 2001...

  • Page 11: Agent Greeting Card Test And Debug Capabilities

    Page 11 of 36 Agent Greeting Card Test and Debug Capabilities The NTVQ09AB Agent Greeting Card provides maintenance and diagnostic features at various technical levels to identify and clear fault conditions. Also included are upgrade features which require the user to have access to VxWorks.

  • Page 12: Self Test Features

    Page 12 of 36 Agent Greeting Card Test and Debug Capabilities Self Test Features The Agent Greeting Card runs various diagnostics to detect hardware faults and ensure correct operation. The test coverage breaks down into the following categories: • 8051 co-processor power up self tests •...

  • Page 13: Status Led

    Agent Greeting Card Test and Debug Capabilities Page 13 of 36 The RS-232 port may also be used to monitor the progress of self tests. Messages indicating the completion of each self test phase, as well as any detected faults will be printed to this port. Support for boundary scan and access to the boundary scan interface on the FPGAs is provided.

  • Page 14: Table 2: Hex Display Codes During Bootup

    Page 14 of 36 Agent Greeting Card Test and Debug Capabilities Table 2: Hex Display codes during bootup Display Code Definition T:00 Initialization T:01 Testing Internal RAM T:02 Testing ALU T:03 Testing address modes T:04 Testing Boot ROM T:05 Testing timers T:06 Testing watchdog T:07...

  • Page 15: Debug Terminal Access

    Agent Greeting Card Test and Debug Capabilities Page 15 of 36 Debug Terminal Access The Agent Greeting Card Debug Terminal access is provided via an RS-232 port. This is accessible via the NTAG81CA faceplate serial cable. Messages indicating the completion of each self test phase, as well as any detected faults will be logged to this serial port.

  • Page 16: The Vxworks Shell

    Page 16 of 36 Agent Greeting Card Test and Debug Capabilities The VxWorks Shell The VxWorks shell, which is used for doing basic OA&M (the most important of which is loadware upgrade), can be accessed via a serial connection to the maintenance port or via a telnet connection. The shell is protected from unauthorized access by a username and password.

  • Page 17: Application Loadware Upgrade

    Agent Greeting Card Test and Debug Capabilities Page 17 of 36 Application Loadware Upgrade The Agent Greeting Card stores up to two versions of loadware in flash. This mechanism ensures that if there is a power outage or other failure during upgrade the card still has a valid load in flash.

  • Page 18: Loadware Upgrade From A Ftp Server

    Page 18 of 36 Agent Greeting Card Test and Debug Capabilities -> upgradePCMCIA “/A:agent_greet.bin”<CR> Updating sector: 16..17..18..19..20..21..22..23..file read complete Program Address = 0xf9900000, Checksum = 0x51a4737d,length = 0x76338 Upgrade completed OK Reboot the pack to run new loadware value = 0 = 0x0 Loadware upgrade from a FTP Server To upgrade the loadware over the network from an FTP server you must copy the loadware binary file to an FTP server The upgrade is then performed by...

  • Page 19: Dsp Loadware Upgrade

    Agent Greeting Card Test and Debug Capabilities Page 19 of 36 DSP Loadware Upgrade Similar to the loadware upgrade described above, the DSP loadware may also be upgraded via two methods, across the network from an FTP server or locally from the PCMCIA disk. DSP Loadware upgrade from PCMCIA Flash card Using this method the loadware binary is first copied onto the PCMCIA flash card on the Agent Greeting Card.

  • Page 20: Dsp Loadware Upgrade From A Ftp Server

    Page 20 of 36 Agent Greeting Card Test and Debug Capabilities DSP Code checksum failed Checksum = 0xf8f9c9b6 DSP Load upgrade Failed!!!!! 0x36b254 (tUpgradeDsp): On-board DSP section in reset. 0x36b254 (tUpgradeDsp): Powering up dsp 0 DSP Loadware upgrade from a FTP Server To upgrade the loadware over the network from an FTP server you must copy the loadware binary file to an FTP server.

  • Page 21: Vxworks Shell Debug Utilities

    Agent Greeting Card Test and Debug Capabilities Page 21 of 36 DSP Code checksum failed Checksum = 0xf8f9c9b6 DSP Load upgrade Failed!!!!! 0x36b254 (tUpgradeDsp): On-board DSP section in reset. 0x36b254 (tUpgradeDsp): Powering up dsp 0 The Agent Greeting Card must be in maintenance mode before an upgradeDsp can be executed.

  • Page 22: Table 5: Multi-Card Specific Debug Commands

    Page 22 of 36 Agent Greeting Card Test and Debug Capabilities Table 5: Multi-card specific debug commands Command Description list of multi-card debug and maintenance mcHelp commands status of the Agent Greeting application and of the mcStatus status of the cards in the group runs a series of diagnostic tests.

  • Page 23: Event Logging

    Agent Greeting Card Test and Debug Capabilities Page 23 of 36 Event Logging Log files are stored in the DEBUG directory on the /A: drive. These are limited to a maximum size and are rolled over to prevent the disk being filled. They will hold a substantial log of activity on the system.
  • Page 24 Page 24 of 36 Agent Greeting Card Test and Debug Capabilities 297-2183-502 Release 2.0.1 June 2001...

  • Page 25: Troubleshooting Agent Greeting

    Troubleshooting Agent Greeting Page 25 of 36 Troubleshooting Agent Greeting Network Interfaces Agent Greeting generates network traffic for the following reasons: • Multicast traffic from server card for auto-discovery of clients (one packet every 15 seconds during discovery sequence, one packet per minute during normal operation.

  • Page 26: Greetings Not Being Played

    Page 26 of 36 Troubleshooting Agent Greeting Greetings not being played Agent Greeting plays a single agent recorded greeting in MAX/ACD environments and skillset specific greetings in Symposium environments. In a MAX/ACD environment the Agent’s Login ID is used to identify the Agent involved in each specific call.

  • Page 27: Telephony User Interface Becoming Disabled

    Troubleshooting Agent Greeting Page 27 of 36 Messaging from the Meridian will then be displayed. This will include the display messages showing the Agent’s ID and top line of the Agent’s display. These can then be manually matched to what has been entered in the BUI. Ensure that this debugging is disabled before leaving the command line, as there is a severe realtime penalty in providing this information, which may cause greetings not to be played.

  • Page 28: Multi-Card Operation Across Routers

    Page 28 of 36 Troubleshooting Agent Greeting Multi-Card operation across routers Changing Multi-cast parameters Agent Greeting multicast packets have their TTL (Time To Live) values set to 1 by default. This ensures that the multicast traffic from Agent Greeting is contained within a single subnet.

  • Page 29: Restarts

    Troubleshooting Agent Greeting Page 29 of 36 • after a Restore (recommended, but no message is displayed because the Browser User Interface does not know when a Client’s Restore operation is finished). In case of Restore operation you must wait 2 hours per card for the operation to complete.
  • Page 30 Page 30 of 36 Troubleshooting Agent Greeting 297-2183-502 Release 2.0.1 June 2001...

  • Page 31: Error Codes

    Appendix A: Error codes Page 31 of 36 Appendix A: Error codes The following are descriptions of the Error codes that can be logged by Agent Greeting in NVRAM in the case of a reboot. Table A-1: Maintenance Task Errors Error Id Description 0x1001...
  • Page 32 Page 32 of 36 Appendix A: Error codes Table A-3: VP Application Errors Error Id Description 0x3006 Malloc failed during handling of EnableDigitNotification action 0x3007 Malloc failed during handling of action to Aries task 0x3008 Message send to the VP Application Task fails 0x3009 Message send to the VP Application Task fails 0x300A...

  • Page 33: Table A-4: Aries Task Errors

    Appendix A: Error codes Page 33 of 36 Table A-3: VP Application Errors Error Id Description 0x3024 Invalid action type found during handling of dsp play finished message 0x3025 Incorrect channel state when handling dsp play finished message 0x3026 Malloc failed during handling of dsp play finished message 0x3027 Invalid action type found during handling of dsp play finished message...
  • Page 34 Page 34 of 36 Appendix A: Error codes Table A-4: Aries Task Errors Error Id Description 0x400A Malloc failed during forwarding of an RFA message to the VP App task 0x400B msgQSend failed during forwarding of an RFA message to the VP App task 0x400C Malloc failed during forwarding of an RFA message to the VP...

  • Page 35: Table A-5: Client Task Errors

    Appendix A: Error codes Page 35 of 36 Table A-4: Aries Task Errors Error Id Description 0x4031 Error in filling ring buffer when sending message to Meridian Manager 0x4032 Error in filling ring buffer when sending message to Meridian Manager 0x4033 Error in filling ring buffer when sending message to Meridian Manager...
  • Page 36 Page 36 of 36 Appendix A: Error codes Table A-5: Client Task Errors Error Id Description 0x500D Malloc failed during sending of enableDigitNotifiaction result 0x500E Malloc failed during sending of clientRegistration result 0x500F Malloc failed during force RESET function 297-2183-502 Release 2.0.1 June 2001...
  • Page 38 Maintenance and Troubleshooting Guide © 2001 Nortel Networks Corporation All rights reserved Information is subject to change without notice. Nortel Networks Corporation reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. This...

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