Nortel 201i Instructions d'utilisation et d'entretien

555-7101-119

CallPilot

Installation and Configuration

Part 5: 201i Server Maintenance and Diagnostics

Product release 2.0 Standard 1.0 October 2002

555-7101-119

P0949451

CallPilot

Installation and Configuration

Part 5: 201i Server Maintenance and Diagnostics

Publication number: 555-7101-119

Product release: 2.0

Document release: Standard 1.0

Date:October 2002

Printed in Canada

Information is subject to change without notice. Nortel Networks reserves the right to make

changes in design or components as progress in engineering and manufacturing may

warrant.

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. 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.

This page and the following page are considered the title page, and contain Nortel Networks

and third-party trademarks.

*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.

3COM is a trademark of 3Com Corporation.

ACCENT is a trademark of Accent Software International Ltd.

AMDEK is a trademark of Amdek Corporation.

AT&T is a trademark of American Telephone and Telegraph Corporation.

ATLAS is a trademark of Quantum Corporation.

ATRIA is a trademark of Pure Atria Corporation.

CASEWARE is a trademark of Caseware International, Inc.

CONTINUUS is a trademark of Continuus Software Corporation.

CRYSTAL REPORTS is a trademark of Seagate Software Inc.

DEFINITY is a trademark of Avaya Inc.

DIALOGIC is a trademark of Dialogic Corporation.

EUDORA is a trademark of Qualcomm.

EXCHANGE.NET, INTERNET EXPLORER, LINKEXCHANGE, MICROSOFT, MICROSOFT

EXCHANGE SERVER, MS-DOS, OUTLOOK, POWERPOINT, WINDOWS, WINDOWS

MEDIA, and WINDOWS NT are trademarks of Microsoft Corporation.

GROUPWISE and NOVELL are trademarks of Novell Inc.

HITACHI is a trademark of Hitachi Limited.

INTEL is a trademark of Intel Corporation.

LOGITECH is a trademark of Logitech, Inc.

LUCENT is a trademark of Lucent Technologies, Inc.

MATRA is a trademark of Matra Hachette.

NETSCAPE COMMUNICATOR is a trademark of Netscape Communications Corporation.

NOTES is a trademark of Lotus Development Corporation.

PCANYWHERE is a trademark of Symantec Corporation.

PROMARK and RHOBOT are trademarks of DMI Promark, Inc.

RADISYS is a trademark of Radisys Corporation.

ROLM is a trademark of ROLM Systems.

SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA.

SONY is a trademark of Sony Corporation.

SYBASE is a trademark of Sybase, Inc.

TEAC is a trademark of TEAC Corporation.

UNIX is a trademark of X/Open Company Limited.

US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are trademarks of US

Robotics.

VOICEBRIDGE is a trademark of Voice Technologies Group Inc.

WINRUNNER is a trademark of Mercury Interactive Corporation.

Part 5: 201i Server Maintenance and Diagnostics v

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.

vi CallPilot

Publication history Standard 1.0

Part 5: 201i Server Maintenance and Diagnostics vii

Contents

1About this guide 9

Maintenance and diagnostics overview . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Resolving system problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Replacing hardware components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

2Troubleshooting your CallPilot system 17

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Section A: LED and HEX displays 19

Status LEDs and HEX display location . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Interpreting the power status LED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Interpreting the MPC slot LEDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Interpreting the network and drive activity LEDs . . . . . . . . . . . . . . . . . . . 24

Interpreting the HEX display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Section B: Startup diagnostics 31

Startup diagnostic codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Startup sequence description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Troubleshooting startup problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

3Using Windows NT online diagnostic tools 43

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Viewing event logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Checking hardware using Windows NT Diagnostics. . . . . . . . . . . . . . . . . 51

Using TCP/IP diagnostic tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

4Using CallPilot Manager to monitor hardware 65

Understanding fault management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Contents Standard 1.0

viii CallPilot

Section A: Tools for isolating and fixing

hardware problems 67

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Alarm Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Event Browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Maintenance page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Channel and Multimedia Monitors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Section B: Working with the Maintenance page 79

Introducing the Maintenance page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Viewing component states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Starting and stopping components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Running integrated diagnostics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Viewing the last diagnostic results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Section C: Working with the Multimedia and

Channel Monitors 99

Working with the Multimedia Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Working with the Channel Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

5Using CallPilot system utilities 105

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Diagnostics Tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

PEP Maintenance utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

System Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

6Performing hardware maintenance and

mechanical assembly 117

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Removing the server from the switch. . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Replacing the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Replacing the IDE hard drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Replacing the software feature key. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Replacing Multimedia Processing Cards . . . . . . . . . . . . . . . . . . . . . . . . . 134

Index 141

Part 5: 201i Server Maintenance and Diagnostics 9

Chapter 1

About this guide

In this chapter

Maintenance and diagnostics overview 10

Resolving system problems 12

Replacing hardware components 15

About this guide Standard 1.0

10 CallPilot

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. It is intended to act as a guide for

using system tools to identify the cause of system problems

installing, replacing, or upgrading hardware components

This guide assumes that you have basic computing skills, and are familiar

with necessary safety procedures. For more information about safety, refer

to Part 1 of the CallPilot Installation and Configuration binder.

Resolving system problems

This guide describes 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)

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