Nortel Express Call Center Troubleshooting Manual
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Nortel Express Call Center Troubleshooting Manual

Nortel Express Call Center Troubleshooting Manual

Voice services on media card
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297-2183-208
Nortel Symposium Express Call Center
Voice Services on Media Card Maintenance and
Troubleshooting Guide
Product release 4.2
Standard 2.0
March 2005

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  • Page 1 297-2183-208 Nortel Symposium Express Call Center Voice Services on Media Card Maintenance and Troubleshooting Guide Product release 4.2 Standard 2.0 March 2005...

  • Page 3: Troubleshooting Guide

    Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

  • Page 5: Publication History

    March 2005 April 2003 Voice Services on Media Card Maintenance and Troubleshooting Guide This is the Standard 2.0 version of the Nortel Symposium Express Call Center Voice Services on Media Card Maintenance and Troubleshooting Guide for Release 4.2. This is the Standard 1.0 version of the Nortel Networks Symposium Express Call Center Voice Services Card Maintenance and Troubleshooting Guide for Release 4.2.
  • Page 6 Publication history Standard 2.0 Symposium Express Call Center...

  • Page 7: Table Of Contents

    Contents Media Card test and debug capabilities ......11 Self-test features ..........12 Factory-test features .
  • Page 8 Contents Standard 2.0 viii Symposium Express Call Center...

  • Page 9: List Of Tables

    List of tables Table 1: Hex display codes during normal operation ... . . Table 2: Media Card HEX display codes ..... . Table 3: Media Card initialization error codes .
  • Page 10 List of tables Standard 2.0 Symposium Express Call Center...

  • Page 11: Media Card Test And Debug Capabilities

    Media Card test and debug capabilities Introduction The NTVQ01BB Media Card provides maintenance and diagnostic features to identify and clear fault conditions. Also included are upgrade features that require the user to have access to the card’s operating system (VxWorks). The Media Card features include self-test features factory-test features...

  • Page 12: Self-Test Features

    The Media Card runs various diagnostics to detect hardware faults and ensure correct operation. The tests include 8051 power-up self-tests BIOS diagnostics base code self-tests Progress information on self-tests is available through the serial port on the Media Card. Symposium Express Call Center...

  • Page 13: Factory-Test Features

    Factory-test features Introduction Factory-test features include the HEX Display, Status LED, and Reset Switch. HEX display The Media Card includes a HEX LED display to provide status information during maintenance operations. During power-up and diagnostic tests, this display provides a visual indication of progress, and information if a failure is detected.

  • Page 14: Status Led

    OVD error on the Meridian 1/ Succession CPU and become disabled when the card resets. Once the card is active again (the HEX display has passed T:21 state), reenable the card in LD 32 using the ENLC command. Symposium Express Call Center...

  • Page 15: Table 2: Media Card Hex Display Codes

    Media Card HEX Display Codes The Media Card includes a HEX LED display to provide status information during maintenance operations. The following table shows the HEX display codes during the startup sequence for the Media Card. If the internal RAM test, ALU test, address mode test, boot ROM test, timer test, or external RAM test fails, the pack goes into a maintenance loop as no further processing is possible.

  • Page 16: Table 3: Media Card Initialization Error Codes

    Not used at present Not used at present Waiting for application startup message from IXP1200 CardLAN enabled, waiting for request configuration message CardLAN operational, A07 enabled, display now under host control Definition IXP1200 not booting SDRAM test failure Symposium Express Call Center...
  • Page 17 Table 3: Media Card initialization error codes (continued) Error code H:02 H:04 H:08 H:10 H:20 T:40 T:80 Debug terminal access The Media Card provides two RS-232 ports—one accessible via the NTMF94BA backplane cable, and the other using the maintenance port on the card faceplate.

  • Page 18: Table 4: Serial Port Settings

    None Description Port A Signal Ground Port A Data Carrier Detect Port A Serial Data In Port A Serial Data Out Port A Data Terminal Ready Port A Clear To Send Port A Data Set Ready Symposium Express Call Center...

  • Page 19: Table 6: Faceplate Mini-Din Connector

    RS-232 backplane signals (continued) Table 5: Pin No. Signal BRTSA- SGNDB BSINB- BSOUTB- BDCDB- BDTRB- BDSRB- Faceplate mini-DIN connector Table 6: Signal BDTRB- BSOUTB- BSINB- SGND BSINA- BCTSA- BSOUTA- BDTRA- Voice Services on Media Card Maintenance and Troubleshooting Guide Description Port A Request To Send Port B Signal Ground Port B Serial Data In...

  • Page 20: Startup Messages

    8K DPRAM detected Dongle serial number: 10081198 All FPGAs are configured All self-tests have passed SRAM test okay SDRAM Addr test okay SDRAM blank over Early serial debug initialized Copyright 1984-1998 VxWorks System Boot Wind River Systems, Inc. Symposium Express Call Center...

  • Page 21: Vxworks Shell

    VxWorks shell Introduction The VxWorks shell is used for performing basic administrative and management tasks, the most important of which is loadware upgrade. You can access the VxWorks shell through a serial connection from a PC or a telnet connection. The shell is protected from unauthorized access by a username and password.
  • Page 22 Type ftp, and then press Enter. Type open aaa.bbb.ccc.ddd, and then press Enter. aaa.bbb.ccc.ddd is the IP address of the FTP Server. At the FTP prompt, type the appropriate user name, and then press Enter. Result: The password> prompt appears. Symposium Express Call Center...
  • Page 23 Type the appropriate password, and then press Enter. Type bin, and then press Enter. Result: The data connection is set to binary mode. Type put SECC_MC_08. Result: The loadware file transfers. Type bye to close the connection. To run the upgrade Use the upgrade command in the VxWorks shell: →...
  • Page 24 – Make or remove a directory on the remote file system. delete/mdelete – Remove a file or files from the remote file system. Note: Nortel recommends that the number of files in a directory not exceed 300. Voice prompt backup You can use FTP to back up the PCMCIA card disk.

  • Page 25: Command Description

    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. The following table provides a list of available debug commands: Debug commands Table 7: Command printAllErrors getAriesState printAriesState n...
  • Page 26 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 Error (5): Empty Error (6): Empty value = 30 = 0x1e Symposium Express Call Center...

  • Page 27: Table 8: Maintenance Task Fatal Errors

    Each error consists of a four-digit hex identifier and a time stamp. The first digit of the identifier corresponds to the task that logged the error; the other three digits make up a unique error number. Each of the following tables gives a brief explanation for the fatal errors logged by every task: Maintenance task fatal errors Table 8:...

  • Page 28: Table 11: Vp Application Task Fatal Errors

    Malloc failed during retrieval of segmentSet Id 0x300D Malloc failed during creation of segment path name 0x300E Malloc failed during creation of segment path name 0x300F Malloc failed during copying of action 0x3010 Channel in incorrect state while verifying generateDTMF action Symposium Express Call Center...
  • Page 29 VP application task fatal errors (continued) Table 11: Error ID Description 0x3011 Channel in incorrect state while verifying stopVoice action 0x3012 Channel in incorrect state while verifying playAnnouncement action 0x3013 Channel in incorrect state while verifying collectDigits action 0x3014 Malloc failed during creation of bitmapped array 0x3015 Malloc failed during creation of bitmapped array 0x3016...
  • Page 30 Malloc failed during handling of channelSplit RFA 0x3030 Malloc failed during handling of clientMessage 0x3031 Malloc failed during handling of digitTimeoutEvent 0x3032 Malloc failed while searching for a free transaction 0x3033 Malloc failed while searching for a free transaction Symposium Express Call Center...

  • Page 31: Table 12: Aries Task Fatal Errors

    Aries task fatal errors Table 12: Error ID Description 0x4002 Malloc failed during handling of channelAcquire action 0x4003 msgQSend failed after makeCallTimer timeout 0x4004 msgQSend failed after transferCallTimer timeout 0x4005 msgQSend failed after addOnCallTimer timeout 0x4006 msgQSend failed after noHoldConferenceCallTimer timeout 0x4007 Malloc failed during handling of system companding...
  • Page 32 0x4026 msgQSend failed after finalRetryTimer timeout 0x4028 Error in creating ring buffer while initializing Aries task 0x4030 Error in filling ring buffer when sending key press message to Meridian Manager (continued) Symposium Express Call Center...

  • Page 33: Table 13: Client Task Fatal Errors

    Aries task fatal errors Table 12: 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...
  • Page 34 Malloc failed during handling of promptAndCollectDigits message 0x500C Malloc failed during sending of promptAndCollectDigits result 0x500D Malloc failed during sending of enableDigitNotification result 0x500E Malloc failed during sending of clientRegistration result 0x500F Malloc failed during forceRESET function Symposium Express Call Center...
  • Page 36 Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

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