Nortel Agent Greeting NTVQ09AB Maintenance And Troubleshooting Manual
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Nortel Agent Greeting NTVQ09AB Maintenance And Troubleshooting Manual

Nortel Agent Greeting NTVQ09AB Maintenance And Troubleshooting Manual

Nortel agent greeting ntvq09ab: instruction manual
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Nortel Networks Agent Greeting
NTVQ09AB & NTVQ09BA
Maintenance and Troubleshooting Guide
Document Release: 3.01
Date: February 2006
Year Publish FCC TM
© 2006 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 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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Summary of Contents for Nortel Agent Greeting NTVQ09AB

  • Page 1 © 2006 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 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 8 of 66 NTPH13AA_maint 3.01 February 2006...

  • Page 3: Revision History

    Revision history February 27th, 2006 Release of version 3.01 of this document Sept 30th,2002 Release of version 2.05 of this document May 5th, 2002 Draft 2.0.5 Update for 2.05 loadware release May 5th, 2001 Draft 2.0.1 Added trouble-shooting section. April 9th, 2001 Draft 2.0.
  • Page 4 Page 10 of 66 NTPH13AA_maint 3.01 February 2006...

  • Page 5: Table Of Contents

    Contents About this guide ......Agent Greeting Card Test and Debug Capabilities 17 Self Test Features ......... Factory Test Features .
  • Page 6 Page 12 of 66 Contents Media Card (NTVQ09BA) XA Firmware Upgrade ....XA Upgrade from Compact Flash Card ..... XA Upgrade from an external FTP Server .
  • Page 7 List of tables Table 1: Agent Greeting Hardware Platform Details ....Table 1: Hex Display codes during normal operation ... . . Table 2: HEX Display codes during bootup .
  • Page 8 Page 14 of 66 List of tables NTPH13AA_maint version 3.01 Februrary 2006...

  • Page 9: About This Guide

    About this guide This document describes the maintenance procedures related to the Nortel Networks Agent Greeting hardware and software. Table 1 below shows the hardware platforms on which Agent Greeting operates. Table 1: Agent Greeting Hardware Platform Details Note: The Media Card hardware platform has an NT Number of...
  • Page 10 Page 16 of 66 Also, both platforms are interoperable in an Agent Greeting Multicard Group. i.e. VPS (NTVQ09AB) and Media Card (NTVQ09BA) can be used together in the same Agent Greeting group. NTPH13AA_maint 3.01 February 2006...

  • Page 11: Agent Greeting Card Test And Debug Capabilities

    Agent Greeting Card Test and Debug Capabilities The 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. The Agent Greeting Card features include: •...

  • Page 12: Self Test Features

    Page 18 of 66 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

    Table 1: Hex Display codes during normal operation Display Field MAIN 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: Reset Switch

    Page 20 of 66 Agent Greeting Card Test and Debug Capabilities Reset Switch A reset switch is provided on the faceplate to allow an operator to manually reset the card without having to power down. This switch is normally used to clear a fault condition during setup or during non-traffic periods.
  • Page 15 Agent Greeting Card Test and Debug Capabilities Table 2: HEX Display codes during bootup Display Code VPS (NTVQ09AB) Definition T:14 Programming CEMUX FPGA T:15 Programming DSP FPGA T:16 Testing CEMUX interface T:17 Testing EEPROM T:18 Booting 486, waiting for response with self test information T:19 Waiting for application start-up...

  • Page 16: Debug Terminal Access

    Page 22 of 66 Agent Greeting Card Test and Debug Capabilities In addition on Media Card Agent Greeting (NTVQ09BA), if the IXP1200 encounters any failures during it’s initialisation, a “H:XX” error code appears on the hex display. The list of error codes are as follows: Table 3: IXP12 Display Code Debug Terminal Access...

  • Page 17: Debug Features

    Agent Greeting Card Test and Debug Capabilities Table 4: Faceplate Mini-DIN Connector pinout Pin No. Signal BSOUTB- BSINB- SGND BSINA- BCTSA- BSOUTA- BDTRA- Debug Features While the Agent Greeting Card is booting, the 8051 auxiliary processor has control of the serial port, and uses it to provide debug information, progress of self tests, etc.

  • Page 18: The Vxworks Shell

    Page 24 of 66 Agent Greeting Card Test and Debug Capabilities The VxWorks Shell The VxWorks important of which is loadware connection to COM1 or via a telnet connection. The shell is protected from unauthorized access by a username and password. This password is common across FTP, telnet and the serial port.

  • Page 19: Vxworks Shell Debug Utilities

    VxWorks Shell Debug Utilities Several debug utilities are available from the VxWorks shell which can be used to print the state of certain global variables. A list of available debug commands is provide in Table 5. Table 5: Debug Commands Command clientDebugOn clientDebugOff...

  • Page 20: Fatal Error Logging

    Page 26 of 66 Agent Greeting Card Test and Debug Capabilities Command mcShellMCRestartAll mcRebootGroup mcShellSetMcIP mcShellSetMcOptions mcShellRestoreGroup mcUpgradePCMCIA Fatal Error Logging When the Agent Greeting application encounters a problem which is classed as a Fatal Error, it will log the error in NVRAM and if relevant print messages to the vxWorks shell.
  • Page 21 Agent Greeting Card Test and Debug Capabilities Page 27 of 66 The NVRAM stores up to six fatal errors, starting with the most recent. The command printAllErrors is used to show the errors, and appears as follows: -> printAllErrors Error (1): Error Code 0x3001, logged at 23:35:11 05/02/1998 Error (2): Error Code 0x4004, logged at 23:33:13 05/02/1998 Error (3): Error Code 0x5003, logged at 23:31:02 05/02/1998 Error (4): Empty...
  • Page 22 Page 28 of 66 Agent Greeting Card Test and Debug Capabilities NTPH13AA_maint 3.01 February 2006...

  • Page 23: Agent Greeting Application Upgrades

    Page 29 of 66 Agent Greeting Application Upgrades VPS(NTVQ09AB) Agent Greeting Application Upgrade Details: The VPS Agent Greeting Card (NTVQ09AB) 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 24 Page 30 of 66 Agent Greeting Application Upgrades Application loadware upgrades allow the Agent Greeting Administrator to upgrade all cards in an Agent Greeting Multicard group by calling a single upgrade procedure from the server card. The procedures which are detailed below depends on the type of the Agent Greeting Multicard Group.
  • Page 25 Agent Greeting Application Upgrades Page 31 of 66 CAUTION! When upgrading the loadware on one platform (e.g. Media Card (NTVQ09BA)), a loadware upgrade may also be required on the other platform (e.g. VPS(NTVQ09AB)) to allow the cards to inter operate in a multicard group.

  • Page 26: Single Card/Common Card Group Upgrade

    Page 32 of 66 Agent Greeting Application Upgrades Single Card/Common Card Group Upgrade There are two recommended means of performing application loadware upgrades. Loadware upgrade from a PC Card (PCMCIA). Loadware upgrade from an external FTP Server. Loadware Upgrade from PC Card (PCMCIA) STEP1: Disable all cards in the group from overlay 32 on the switch software.
  • Page 27 Agent Greeting Application Upgrades 150 Opening BINARY mode data connection 226 Transfer complete local: newload remote: newload 5035076 bytes sent in 15 seconds (389.57 Kbytes/s) ftp> bye 221 Bye...see you later STEP7: At the server card shell, upgrade the loadware using the mcUpgradePCMCIA command as shown in the Media Card (NTVQ09BA) example below: ->...

  • Page 28: Loadware Upgrade From An Ftp Server

    STEP10: To verify that upgrade was successful, at the shell, type: swInfoGet <CR> This will return the version of the software currently running on the card e.g.: Nortel Networks Agent Greeting (Media Card): 03.01 Loadware Upgrade from an FTP Server STEP1:The loadware file must be copied onto an FTP server.
  • Page 29 STEP5: When the cards have rebooted completely, at the shell, type: swInfoGet <CR> This will return the version of the software currently running on the card e.g.: Nortel Networks Agent Greeting (Media Card): 03.01 Agent Greeting Card Maintenance and Troubleshooting Guide Page 35 of 66...

  • Page 30: Mixed Card Group Upgrade

    Page 36 of 66 Agent Greeting Application Upgrades Mixed Card Group Upgrade There are two recommended means of performing multicard application loadware upgrades in a mixed card group. Loadware upgrade from a PC Card (PCMCIA). Loadware upgrade from an external FTP Server. Loadware Upgrade from PC Card (PCMCIA) STEP1: Disable all cards in the group from overlay 32 on the switch software.
  • Page 31 Agent Greeting Application Upgrades 200 Port set okay 150 Opening BINARY mode data connection 226 Transfer complete local: vpsLoad.mms remote: vpsLoad.mms 1240334 bytes sent in 6.9 seconds (175.16 Kbytes/s) ftp> put mcload 200 Port set okay 150 Opening BINARY mode data connection 226 Transfer complete local: mcload remote: mcload 5035076 bytes sent in 15 seconds (389.57 Kbytes/s)
  • Page 32 STEP10: When the cards have rebooted completely, at the shell, type: swInfoGet <CR> This will return the version of the software currently running on the card e.g.: Nortel Networks Agent Greeting (Media Card): 03.01 Nortel Networks Agent Greeting (VPS Card): 03.01 NTPH13AA_maint 3.01...

  • Page 33: Loadware Upgrade From An Ftp Server

    Loadware Upgrade from an FTP Server STEP1:The two loadware files for both VPS card(NTVQ09AB) and Media Card (NTVQ09BA) must be copied onto an FTP server. STEP2: Disable all cards in the group from overlay 32 on the switch software. STEP3: Upgrade is then performed using the mcMixedUpgrade command from the server card shell as shown below: ->mcMixedUpgrade Group Loadware Upgrade Utility...
  • Page 34 Page 40 of 66 Agent Greeting Application Upgrades Media Card Image file name : mcLoad NFS server IP address User name Password VPS Image file name Media Card Image file name : mcLoad Okay to upgrade the group with it (yes/no) ? yes 0xf1de98 (tShell): card (DongleID: 10055286) 0xf1de98 (tShell):...
  • Page 35 <CR> This will return the version of the software currently running on the card. e.g.: Nortel Networks Agent Greeting (Media Card): 03.01 or Nortel Networks Agent Greeting (VPS Card): 03.01 Upgrade Options from an FTP Server in a Mixed Card Group.
  • Page 36 Page 42 of 66 Agent Greeting Application Upgrades NTPH13AA_maint 3.01 February 2006...

  • Page 37: Card Specific Loadware Upgrades

    Card Specific Loadware Upgrades There are three Card Specific Upgrade Procedures described in this section: • VPS(NTVQ09AB) Digital Signal Processing (DSP) Loadware Upgrade • Media Card (NTVQ09BA) XA Firmware Upgrade • Media Card (NTVQ09BA) BootROM Loadware Upgrade Agent Greeting Card Maintenance and Troubleshooting Guide Page 43 of 66...

  • Page 38: Vps(Ntvq09Ab) Card Dsp Loadware Upgrade

    Page 44 of 66 Card Specific Loadware Upgrades VPS(NTVQ09AB) Card DSP Loadware Upgrade The DSP loadware may be upgraded via two methods, across the network from an FTP server or locally from the PC Card (PCMCIA). DSP Loadware upgrade from PC Card (PCMCIA) Using this method the loadware binary is first copied onto the PC Card (PCMCIA) on the Agent Greeting Card.

  • Page 39: Dsp Loadware Upgrade From An Ftp Server

    Card Specific Loadware Upgrades Page 45 of 66 After a failed upgrade, the following messages are printed: 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 an 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 40 Page 46 of 66 Card Specific Loadware Upgrades After a failed upgrade, the following messages are printed: 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 41: Media Card (Ntvq09Ba) Xa Firmware Upgrade

    Media Card (NTVQ09BA) XA Firmware Upgrade There are two recommended methods for upgrading XA firmware. XA firmware upgrade from an external FTP Server. XA firmware upgrade using FTP to transfer loadware to Compact Flash Card. Note: XA Upgrades to the card require access to the VxWorks shell on the bootROM load.

  • Page 42: Xa Upgrade From An External Ftp Server

    Page 48 of 66 Card Specific Loadware Upgrades XA Upgrade from an external FTP Server STEP1: The XA firmware is placed on an FTP server. STEP2: Reboot the card and boot into the bootROM load. To enter the bootROM load, reboot the card and when the card is rebooting, the user will be prompted to enter “jkl”...

  • Page 43: Media Card (Ntvq09Ba) Bootrom Loadware Upgrade

    Media Card (NTVQ09BA) BootROM Loadware Upgrade There are three recommended methods for upgrading bootROM loadware. BootROM loadware upgrade from an external FTP Server. BootROM loadware upgrade using FTP to transfer loadware to Compact Flash Card. Note: bootROM loadware upgrades to the card require access to the VxWorks shell on the bootROM load.

  • Page 44: Bootrom Loadware Upgrade From An External Ftp Server

    Page 50 of 66 Card Specific Loadware Upgrades BootROM loadware upgrade from an external FTP Server STEP1: The bootROM loadware is placed on an FTP server. STEP2: Reboot the card and boot into the bootROM load. To enter the bootROM load, reboot the card and when the card is rebooting, the user will be prompted to enter “jkl”...

  • Page 45: Troubleshooting Agent Greeting

    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, once packet per minute during normal operation. • FTP traffic for transfer of greetings during normal operation.
  • Page 46 Page 52 of 66 Troubleshooting Agent Greeting NTPH13AA_maint 3.01 Loss of network connectivity on Media Card (NTVQ09BA) On Media Card Agent Greeting (NTVQ09BA), faceplate LEDs labeled “E” show current network connectivity. When connected, these LEDS signify the link speed and activity.

  • Page 47: Greetings Not Being Played

    Greetings not being played Agent Greeting plays a single agent recorded greeting in MAX/ACD installations and skillset specific greetings in Symposium installations. In MAX/ACD the Agent’s Login ID is used to identify the Agent involved in each specific call. As the Agent Greeting port is conferenced in the Agent’s Login ID is sent to the Agent Greeting port as a display message.

  • Page 48: Telephony User Interface Becoming Disabled

    Page 54 of 66 Troubleshooting Agent Greeting 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 49: Multi-Card Operation Across Routers

    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. In some setups it may be required to have server cards and client cards separated by routers.

  • Page 50: Restarts

    Page 56 of 66 Troubleshooting Agent Greeting • after a Restore (recommended, but no message is displayed because the Browser User Interface does not know when Clients Restore is finished. In case of Restore operation you must wait 2 hours per card. Restarts A Restart differs from a Reboot in that only the Agent Greeting tasks are deleted and restarted.

  • Page 51: How To Upgrade Pc Card From 48Mb To 64Mb

    Troubleshooting Agent Greeting Page 57 of 66 To change a card from Client to Server: replace the dongle of the Client with the dongle of the Server and reboot. For any other case, using the Telnet or serial connection and type in : diskInit "/A:"...
  • Page 52 Page 58 of 66 Troubleshooting Agent Greeting NTPH13AA_maint 3.01 February 2006...

  • Page 53: Table 7: Maintenance Task Fatal Errors

    Appendix A: Fatal Error codes The following are descriptions of the Fatal Error codes that can be logged by Agent Greeting. Table 7: Maintenance Task Fatal Errors Error Id 0x1001 0x1002 0x1003 0x1004 0x1005 0x1006 0x1007 0x1008 Table 8: Server Task Fatal Errors Error ID 0x2001 0x2002...
  • Page 54 Page 60 of 66 Appendix A: Fatal Error codes Table 9: VP Application Task Fatal Errors Error Id 0x3006 0x3007 0x3008 0x3009 0x300A 0x300B 0x300C 0x300D 0x300E 0x300F 0x3010 0x3011 0x3012 0x3013 0x3014 0x3015 0x3016 0x3017 0x3018 0x3019 0x301A 0x301B 0x301C 0x301D 0x301E...

  • Page 55: Table 10: Aries Task Fatal Errors

    Table 9: VP Application Task Fatal 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 56 Page 62 of 66 Appendix A: Fatal Error codes Table 10: Aries Task Fatal Errors Error Id 0x400A 0x400B 0x400C 0x400D 0x400E 0x400F 0x4010 0x4011 0x4012 0x4013 0x4015 0x4016 0x4017 0x4018 0x4019 0x401A 0x4020 0x4021 0x4022 0x4023 0x4024 0x4025 0x4026 0x4028 0x4030 NTPH13AA_maint...

  • Page 57: Table 11: Client Task Fatal Errors

    Table 10: Aries Task Fatal 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 0x4034 Error in filling ring buffer when sending message to Meridian...
  • Page 58 Page 64 of 66 Appendix A: Fatal Error codes Table 11: Client Task Fatal Errors Error Id 0x5008 0x5009 0x500A 0x500B 0x500C 0x500D 0x500E 0x500F NTPH13AA_maint 3.01 Description Malloc failed during handling of playAnnouncement message Malloc failed during handling of collectDigits message Malloc failed during sending of collectDigits result Malloc failed during handling of promptAndCollectDigits message...
  • Page 59 Page 65 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide...
  • Page 60 Page 66 of 66 Appendix A: Fatal Error codes NTPH13AA_maint 3.01 February 2006...
  • Page 62 Maintenance and Troubleshooting Guide © 2006 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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