201i server maintenance and diagnostics

Nortel CallPilot

201i Server Maintenance andDiagnostics

NN44200-705.

Document status: StandardDocument version: 01.01Document date: 23 February 2007

Copyright © 2007, Nortel NetworksAll Rights Reserved.

Sourced in Canada

The information in this document is subject to change without notice. The statements, configurations, technicaldata, and recommendations in this document are believed to be accurate and reliable, but are presented withoutexpress or implied warranty. Users must take full responsibility for their applications of any products specified in thisdocument. The information in this document is proprietary to Nortel Networks.

The process of transmitting data and call messaging between the CallPilot server and the switch or system isproprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the userlicense unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license byalternative usage of any portion of this process or the related hardware constitutes grounds for an immediatetermination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

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, Communication Server 1000, Supernode, Contact Center, Telesis, andUnity are trademarks of Nortel Networks.

3COM is a trademark of 3Com Corporation.

ADOBE is a trademark of Adobe Systems Incorporated.

ATLAS is a trademark of Quantum Corporation.

BLACKBERRY is a trademark of Research in Motion Limited.

CRYSTAL REPORTS is a trademark of Seagate Software Inc.

EUDORA and QUALCOMM are trademarks of Qualcomm, Inc.

ETRUST and INOCULATEIT are trademarks of Computer Associates Think Inc.

DIRECTX, EXCHANGE.NET, FRONTPAGE, INTERNET EXPLORER, LINKEXCHANGE, MICROSOFT,MICROSOFT EXCHANGE SERVER, MS-DOS, NETMEETING, OUTLOOK, POWERPOINT, VISUAL STUDIO,WINDOWS, WINDOWS MEDIA, WINDOWS NT, and WINDOWS SERVER are trademarks of Microsoft Corporation.

GROUPWISE and NOVELL are trademarks of Novell Inc.

INTEL is a trademark of Intel Corporation.

LOGITECH is a trademark of Logitech, Inc.

MCAFEE and NETSHIELD are trademarks of McAfee Associates, Inc.

MYLEX is a trademark of Mylex Corporation.

NETSCAPE COMMUNICATOR is a trademark of Netscape Communications Corporation.

NOTES is a trademark of Lotus Development Corporation.

NORTON ANTIVIRUS and PCANYWHERE are trademarks of Symantec Corporation.

QUICKTIME is a trademark of Apple Computer, Inc.

RADISYS is a trademark of Radisys Corporation.

ROLM is a trademark of Siemens ROLM Communications Inc.

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.

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

WINZIP is a trademark of Nico Mark Computing, Inc.

XEON is a trademark of Intel, Inc.

Sourced in Canada

Information for JapanJapan VCCI statement

The following applies to server models 1005r, 703t, 201i, and 1002rp:

This is a Class A product based on the standard of the Voluntary Control Council for Interference by InformationTechnology Equipment (VCCI). If this equipment is used in a domestic environment, radio disturbance may occur, inwhich case, the user may be required to take corrective action.

5

Publication History

February 2007CallPilot 5.0, Standard 01.01 of the CallPilot 201i Server Maintenance andDiagnostics is issued for general release.

Nortel CallPilot201i Server Maintenance and Diagnostics

NN44200-705 01.01 Standard5.0 23 February 2007

Copyright © 2007, Nortel Networks Nortel Networks Confidential

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6 Publication History




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7

Contents

Chapter 1 How to get help 9

Chapter 2 About this guide 11Maintenance and diagnostics overview 11Resolving system problems 12Replacing hardware components 14

Reference documents 15

Chapter 3 Troubleshooting your CallPilot system 17Overview 17Section A: LED and HEX displays 18Status LEDs and HEX display location 18Interpreting the power status LED 19Interpreting the MPC slot LEDs 20Interpreting the network and drive activity LEDs 21Interpreting the HEX display 22Section B: Startup diagnostics 25Startup diagnostic codes 25Startup sequence description 28Troubleshooting startup problems 31

Chapter 4 Using the operating system online diagnostic tools33Overview 33Viewing event logs 34Using TCP/IP diagnostic tools 37

Chapter 5 Using CallPilot Manager to monitor hardware 45Understanding fault management 46Section A: Tools for isolating and fixing hardware problems 46Overview 47Alarm Monitor 47Event Browser 49Maintenance page 50Channel and Multimedia Monitors 51Section B: Working with the Maintenance page 51Introducing the Maintenance page 52




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8 Contents

Viewing component states 55Starting and stopping components 57Running integrated diagnostics 60Viewing the last diagnostic results 63Section C: Working with the Multimedia and Channel Monitors 65Working with the Multimedia Monitor 66Working with the Channel Monitor 67

Chapter 6 Using CallPilot system utilities 71Overview 71Diagnostics Tool 72PEP Maintenance utility 73System Monitor 80Session Trace 84

Chapter 7 Performing hardware maintenance and mechanicalassembly 87

Overview 87Removing the server from the switch 88Replacing the server 89Replacing the IDE hard drive 93Replacing the software feature key 103Replacing Multimedia Processing Cards 105




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9

Chapter 1How to get help

This section explains how to get help for Nortel products and services.

Getting help from the Nortel Web siteThe best way to get technical support for Nortel products is from the NortelTechnical Support Web site:

http://www.nortel.com/support

This site provides quick access to software, documentation, bulletins, andtools to address issues with Nortel products. More specifically, the siteenables you to:

• download software, documentation, and product bulletins

• search the Technical Support Web site and the Nortel Knowledge Basefor answers to technical issues

• sign up for automatic notification of new software and documentationfor Nortel equipment

• open and manage technical support cases

Getting help over the phone from a Nortel Solutions CenterIf you don’t find the information you require on the Nortel Technical SupportWeb site, and have a Nortel support contract, you can also get help over thephone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the following Web site to obtain the phonenumber for your region:

http://www.nortel.com/callus




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http://www.nortel.com/support

http://www.nortel.com/callus

10 Chapter 1 How to get help

Getting help from a specialist by using an Express Routing CodeTo access some Nortel Technical Solutions Centers, you can use an ExpressRouting Code (ERC) to quickly route your call to a specialist in your Nortelproduct or service. To locate the ERC for your product or service, go to:

http://www.nortel.com/erc

Getting help through a Nortel distributor or resellerIf you purchased a service contract for your Nortel product from a distributoror authorized reseller, contact the technical support staff for that distributoror reseller.




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http://www.nortel.com/erc

11

Chapter 2About this guide

In this chapter"Maintenance and diagnostics overview" (page 11)

"Resolving system problems" (page 12)

"Replacing hardware components" (page 14)

Maintenance and diagnostics overviewIntroduction

The maintenance and diagnostic activities discussed in this guide aredivided into two groups of activities:

• troubleshooting and diagnostics (identifying the cause of and resolvingsystem problems)

• performing hardware maintenance

For a list of CallPilot documentation, see the document map on page 7.

Who should read this guideThis guide is for administrators, technicians, and engineers responsible formaintaining 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 familiarwith necessary safety procedures. For more information about safety, referto CallPilot Fundamentals (NN44200-100).




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12 Chapter 2 About this guide

Resolving system problemsThis guide describes how to use a variety of CallPilot resources for resolvingsystem problems.

If you cannot resolve your problem with the resources described in thisguide, you can also refer to the following documents:

• CallPilot Administrator’s Guide (NN44200-601)

• CallPilot Troubleshooting Guide (NN44200-700)

Note: For more details, see "Resolving system problems" (page 12).

Preparing for hardware or software maintenanceThe CallPilot Installation and Configuration Task List (NN44200-306)explains how to restart, shut down, and power up the CallPilot server. Youmay be asked to perform one or more of these tasks while maintainingyour server.

Performing hardware maintenanceChapter 7 "Performing hardware maintenance and mechanical assembly"(page 87) explains how to replace hardware components. For more details,see "Replacing hardware components" (page 14).

Rebuilding the CallPilot systemWhen you purchased your CallPilot server, it came preinstalled with theoperating system and CallPilot server software. If your CallPilot server nolonger functions because of a software problem, you may need to reinstallthe CallPilot software or rebuild the system.

To locate instructions for these tasks, refer to the CallPilot SoftwareAdministration and Maintenance Guide (NN44200-600).

Resolving system problemsIntroduction

Chapters 2 to 5 in this guide describe how to use a variety of CallPilotresources for resolving system problems.

If you cannot resolve your problem with the resources described in thisguide, you can also refer to the following documents:

• CallPilot Administrator’s Guide (NN44200-601)

• CallPilot Troubleshooting Guide (NN44200-700)




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Resolving system problems 13

Using this guideThis guide provides instructions for using the resources provided by your201i server, as follows:

To See

interpret the LEDs on the 201i server Chapter 3 "Troubleshooting yourCallPilot system" (page 17)

interpret startup sequence anddiagnostic codes

Chapter 3 "Troubleshooting yourCallPilot system" (page 17)

use the operating system diagnostictools, including Event Viewer andTCP/IP diagnostic tools

Chapter 4 " Using the operatingsystem online diagnostic tools" (page33)

use the Event Browser, Alarm Monitor,and Maintenance page in CallPilotManager

Chapter 5 "Using CallPilot Manager tomonitor hardware" (page 45)

use the following CallPilot systemutilities:

• Diagnostics Tool

• System Monitor

Chapter 6 "Using CallPilot systemutilities" (page 71)

Using the CallPilot Administrator’s GuideThe CallPilot Administrator’s Guide (NTP NN44200-601) providesvaluable information for monitoring system performance. The CallPilotAdministrator’s Guide describes how to:

• view and filter server events

• monitor the CallPilot server performance, disk space, and database

• monitor and manage CallPilot channels

• troubleshoot CallPilot call service and system operation problems

Using the CallPilot Troubleshooting GuideThe CallPilot Troubleshooting Guide (NN44200-700) describes symptomsthat can appear on all CallPilot server platforms, and ways to resolve them.

Use the CallPilot Troubleshooting Guide to resolve the following types ofproblems:

• server boot cycle failures

• peripheral device problems

• monitor display problems

• server-to-network connection problems




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• remote access connection problems

• CallPilot application problems

Replacing hardware componentsIntroduction

This guide describes how to replace or install hardware components asfollows:

To replace or install See

the 201i server (in the event of acomplete system failure)

"Replacing the server" (page 89)

the hard drive "Replacing the IDE hard drive" (page93)

the software feature key (dongle) "Replacing the software feature key"(page 103)

MPC-8 cards "Replacing Multimedia ProcessingCards" (page 105)

Approved replacement partsBefore replacing any parts on your server, refer to the Nortel* productcatalog for the part codes.

CAUTIONThe use of parts that are not approved by Nortel can causeserious system problems or void your Nortel warranty.

Preparing for maintenance activitiesBefore you proceed with hardware maintenance activities, review theCallPilot Installation and Configuration Task List (NN44200-306) for thefollowing information:

• required tools and equipment

• recommended safety precautions for electrostatic discharge, handlingcards, and handling your server

• instructions for shutting down your 201i server or for taking it out ofservice




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Replacing hardware components 15

Reference documents




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17

Chapter 3Troubleshooting your CallPilot system

In this chapter"Overview" (page 17)

"Section A: LED and HEX displays" (page 18)

"Status LEDs and HEX display location" (page 18)

"Interpreting the power status LED" (page 19)

"Interpreting the MPC slot LEDs" (page 20)

"Interpreting the network and drive activity LEDs" (page 21)

"Interpreting the HEX display" (page 22)

"Section B: Startup diagnostics" (page 25)

"Startup diagnostic codes" (page 25)

"Startup sequence description" (page 28)

"Troubleshooting startup problems" (page 31)

OverviewIntroduction

This guide provides instructions for using the resources provided by your201i system. Use these resources to determine the cause of systemproblems, and then resolve them.




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18 Chapter 3 Troubleshooting your CallPilot system

LEDs and HEX display on the 201i server faceplateThe LEDs indicate when:

• the 201i server, MPC-8 card, or SCSI drive is in use

• it is safe to remove the server from the switch, or the MPC-8 card fromthe server

• network activity is occurring

The HEX display displays messages that appear during startup or normal201i server operation.

For more information, see "Section A: LED and HEX displays" (page 18).

Startup sequence and diagnostic codesTo help you determine if the 201i server started successfully (or if it failed),watch the startup sequence and the diagnostic codes that appear. Theentire sequence occurs when you do one of the following:

• Lock the 201i server against the switch backplane. When locked againstthe backplane, the 201i server begins receiving power.

• Restart the operating system.

• Press Reset on the 201i server faceplate to perform a hardware restart.

For more information, see "Section B: Startup diagnostics" (page 25).

Section A: LED and HEX displays

In this section"Status LEDs and HEX display location" (page 18)

"Interpreting the power status LED" (page 19)

"Interpreting the MPC slot LEDs" (page 20)

"Interpreting the network and drive activity LEDs" (page 21)

"Interpreting the HEX display" (page 22)

Status LEDs and HEX display locationThe following diagram shows the location of the status LEDs and HEXdisplay on the 201i server’s faceplate.




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Interpreting the power status LED 19

Interpreting the power status LEDIntroduction

The power status LED is located on the 201i server faceplate, directly underthe keyboard connector. The LED indicates whether it is safe to remove theserver from the switch (which results in a server power down).

CAUTIONDo not remove the 201i server during normal operation or certainphases of the startup sequence, as this can damage the operatingsystem files on the hard disk.

To determine if it is safe to remove the 201i server from the switch,see "Power status LED indications" (page 20).

Power status LED functionsThe LED indicates two server states:

• The 201i server is in use.




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• It is safe to remove the 201i server from the switch.

Power status LED indications

IF the powerstatus LED is THEN

on the server is powered on. It is safe to remove it fromthe switch.

Note: When the LED is lit, the HEX display may displayone of the following: T:XX, F:XX, HOST, or DOWN.

offCAUTIONIt is not safe to remove the serverfrom the switch. The server is in oneof the following states:

• The server is in the operatingsystem startup sequence.

• The server has completedthe startup sequence and isrunning.

Note: You must courtesy down CallPilot, and then shutdown the operating system before you can removethe 201i server from the switch. For instructions, see"Powering down the server" in the CallPilot Installationand Configuration Task List. (NN44200-306)

Interpreting the MPC slot LEDsIntroduction

There is an LED for each MPC slot on the 201i server.

MPC slot LED functionsThe LEDs indicate two possible MPC slot states:

• The MPC is in use.

• It is safe to remove the MPC from the server.




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Interpreting the network and drive activity LEDs 21

MPC slot LED indications

IF the MPC slot LED THEN

is off the MPC is not receiving power.

It is safe to remove the MPC from the server.

is on the MPC is in use.

It is not safe to remove the MPC from theserver.

was off, then came on the MPC was recognized by the 201i softwareand subsequently powered up.

was on, then went off the MPC was successfully disabled using theMaintenance page in CallPilot Manager.

It is safe to remove the MPC from the server.

Interpreting the network and drive activity LEDsIntroduction

The 201i server provides four LEDs to indicate ELAN Subnet, Nortel serversubnet, SCSI device, and IDE hard drive activity. They are labeled asfollows:

LED label Description

E ELAN subnet

C Nortel server subnet

I IDE hard drive

S SCSI device (CD-ROM or tape drive)

Network LED states

IF the E or CLEDs are THEN

off a valid hardware connection with the networkhas not been established.

Ensure that the cable is connected to therespective network switch or hub. If the cableis connected, ensure that the cable is notdamaged.




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IF the E or CLEDs are THEN

on a valid hardware connection with the networkhas been established.

Note: Before the 201i server can receive ortransmit data, you must configure valid IPsettings on the 201i server by running theConfiguration Wizard. For instructions, refer tothe CallPilot Manager online Help.

blinking rapidly activity is occurring on the network.

Note: This does not mean that the 201i serveris actually transmitting or receiving packets.

IDE drive LED states

IF the I LED is THEN

off the IDE hard drive is idle.

on the IDE hard drive is being accessed.

SCSI device LED states

IF the S LED is THEN

offthe SCSI device is idle, or the driver is notloaded.

blinking the SCSI device is being accessed.

lit solidthe software driver has loaded, but the SCSIdevice is not connected.

Interpreting the HEX displayIntroduction

This section describes the codes that can appear on the HEX display duringstartup or normal 201i server operation.

Note: For a description of the codes that appear during startupdiagnostics, see "Startup diagnostic codes" (page 25). For a descriptionof the startup sequence, see "Startup sequence description" (page 28).




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Interpreting the HEX display 23

HEX display codesDuring startup and normal 201i server operation, the HEX display on theserver faceplate displays one of the codes in the following table:

HEX display output Description

Startup codes

T:XX The 8051 controller is starting and runningdiagnostics. These diagnostics are performedduring a cold restart (when the server ispowered up, or if you press Reset on the 201iserver’s faceplate).

For more details, see "Startup diagnosticcodes" (page 25).

F:XX At least one diagnostic failed. The displayederror code represents the first failed diagnostic.

For more details, see "Startup diagnosticcodes" (page 25).

P:XX An Extended POST error has occurred,where XX represents a two-character code.If the error is a critical error, the start cyclemay halt. If the error is a non-critical error,the error code is logged in the operatingsystem event log after the operating systemstartup completes and the CallPilot 8051device driver starts.

ATTENTIONPOST Terminal errors that result in asystem halt do not appear on the HEXdisplay. If you cannot use the HEXdisplay to determine the cause of asystem halt, contact your Nortel technicalsupport representative.




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Startup codes

HOST This code appears during the startup sequenceand means that BIOS diagnostics have started.

HOST also appears on the HEX display whenthe server has been started to ROM-DOS.

NT The operating system start sequence hasstarted.

OK The operating system start sequence wassuccessful.

CallPilot and 201i server operation codes

BOOT CallPilot is starting and is not yet fullyoperational.

PASS CallPilot is fully operational and ready toaccept calls.

WARN CallPilot is ready to accept calls. However,some services failed the start sequence.Review the event log for further information.

FAIL CallPilot failed the start sequence and cannotaccept calls. Review the event log for furtherinformation.

MIN A minor alarm has occurred. Review the eventlog for further information.

MAJ A major alarm has occurred. Review the eventlog for further information.

CRI A critical alarm has occurred. Review theevent log for further information.

??? An alarm of unknown severity occurred. Thiserror should not occur on a properly installedsystem. The severity of this event is treatedas higher-than-critical.

Note: If you observe "???" or anything elseon the display, contact your Nortel technicalsupport representative.

DOWN The operating system has been shut down.When the power status LED is on, it is safe toremove the 201i server from the switch.




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Startup diagnostic codes 25


Startup codes

If you perform a cold restart by pressing Reseton the 201i server faceplate, or by removingand then reinserting the 201i server in theswitch, the start sequence starts at stage 1,described on 1.

If you perform a warm restart by selectingRestart on the operating system shutdownmenu, the start sequence begins at stage 9,described on 9. However, the HEX displaybehaves as follows:

• The DOWN message remains displayeduntil the operating system start sequencebegins.

• The DOWN message does not scroll.

Section B: Startup diagnostics

In this section"Startup diagnostic codes" (page 25)

"Startup sequence description" (page 28)

"Troubleshooting startup problems" (page 31)

Startup diagnostic codesIntroduction

HEX display diagnostic codes are divided into the following two categories:

• critical startup diagnostics

• non-critical operating system and switch diagnostics

Critical startup diagnostic codesAll critical startup diagnostics must pass before the 201i can proceedwith the start sequence. If a critical diagnostic fails, the start sequenceindefinitely halts, an error code displays, and a continuous beep is heard.




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The following table shows the critical startup diagnostic codes with theircorresponding failure codes. Failure of these diagnostics means that therehas been a server failure. The start cycle is halted.

Note: When a test is successfully completed, the next test codeappears.

Test code Test description Failure code

T:01 Internal RAM self-test F:01

T:02 ALU self-test F:02

T:03 Address mode self-test F:03

T:04 Boot ROM self-test F:04

T:05 Timer self-test F:05

T:06 Watchdog self-test F:06

T:07 EEPROM self-test F:07

T:08 End of system controller self-tests

The power status LED blinks threetimes.

not applicable

HOST Start of BIOS diagnostics

The monitor displays the BIOS startscreen.

If a critical error occurs, the start cycleis halted. Examples of critical errorsare memory failure or another typeof error resulting in no display on themonitor.

HOST continuesto scroll acrossthe HEX display

Non-critical operating system and switch diagnostic codesIf a noncritical operating and switch diagnostic test fails, the HEX displaystops at the failed test. The remaining diagnostics are not performed. Thestart sequence continues, but server functionality can be compromised.

The following table shows the noncritical operating system and switchdiagnostic codes with their corresponding failure codes.




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Startup diagnostic codes 27

Note: While the test is in progress, the following codes may appear fora short period. If these messages display temporarily (that is, no longerthan one second), a problem does not exist.

Status code Operation description Failure code

HOST Continuation of BIOS diagnostics

The monitor displays the BIOS start screen.

If a noncritical error occurs, the server continuesthe start sequence.

P:XX

NT The operating system start sequence started

Note: If the CallPilot server software is notinstalled, the HEX display remains at NT. (Thiscan occur if you are performing a system rebuild.)During CallPilot software installation, the 8051device driver is copied to the operating system,at which point the HEX display shows CDLN.

P:XX

Note: For a description, see"P:XX failure codes" (page28).

CDLN 8051 device driver on the operating systemhas started; beginning of Cardlan interfacecommunication (DS30x interface initialization)

The system controller communicates with theswitch, indicating that two cards are installed,and waits for switch acknowledgement.

CDLN

Neither DS30x interfacewas initialized (both failed).

C:01 Initialization of the first DS30x interface C:01

Initialization of the firstDS30x interface failed. Thesecond DS30x interface isOK.




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Status code Operation description Failure code

C:02 Initialization of the second DS30x interface C:02

Initialization of the secondDS30x interface failed. Thefirst DS30x interface is OK.

OK Switch acknowledgement complete

The operating system startup is complete, andCallPilot Fault Management takes over.

CRI, FAIL, MAJ, MIN, orWARN

P:XX failure codesP:XX indicates a BIOS diagnostic error, where XX represents atwo-character code. If the error is a critical error, the start cycle may halt. Ifthe error is a noncritical error, the error code is reported in the operatingsystem system event log after the operating system start sequencecompletes and the CallPilot 8051 device driver starts.

Note: If CallPilot is not installed, no event is logged.

ATTENTIONPOST Terminal errors that result in a system halt do not appear on the HEXdisplay. If you cannot use the HEX display to determine the cause of a systemhalt, contact your Nortel technical support representative.

Startup sequence descriptionIntroduction

The following table describes the startup sequence and the diagnosticstages that occur. The entire sequence occurs when you do one of thefollowing:

• You lock the 201i against the switch backplane, and the 201i powers up.

• You press Reset on the 201i server faceplate to perform a hardwarerestart.

Note: If you restart the operating system by clicking the Shut Downand Restart options, the start sequence starts at stage 9. However, theHEX display behaves as follows:

• The DOWN message remains displayed until the operating system startsequence begins.




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Startup sequence description 29

• The DOWN message does not scroll.

Stage DescriptionHEXdisplay

StatusLED

1 Internal RAM self-test

This is the start of critical startup diagnostics for the8051 system controller. If any of the tests fail, thestartup cycle is halted.

Approximate duration: less than 1 second

T:01 ON

2 ALU self-test


T:02 ON

3 Address mode self-test


T:03 ON

4 Boot ROM self-test


T:04 ON

5 Timer self-test


T:05 ON

6 Watchdog self-test


T:06 ON

7 EEPROM self-test

This is a noncritical diagnostic. If it fails, this is anoncritical error, and the start cycle continues.


T:07 ON




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StatusLED

8 End of system controller self-tests. No errors werefound.

Approximate duration: less than 3 seconds

T:08 blinks threetimes

9 Beginning of BIOS diagnostics

Note: The BIOS splash screen appears, and HOSTscrolls across the HEX display.

Approximate duration: 7 seconds

HOST ON

10 Beginning of the operating system start sequence

The monitor displays the operating system logonprompt.

You are prompted for an operating system user nameand password. If the system needs to be configured,a pop-up box for Maintenance ConfigurationDetection Information may appear to remind you.

If the Maintenance Configuration DetectionInformation box appears, click OK unless you want areminder to configure the server.

NT OFF

11 Completion of operating system start sequence. The8051 system controller is running normally.

OK OFF

12 The 201i CallPilot software loads.

OK means that CallPilot has loaded. CallPilot FaultManagement takes over.

If FAIL, WARN, CRI, MAJ, or MIN appears insteadof OK, a fault has occurred. Use the system andCallPilot Manager event logs and Alarm Monitor todetermine what happened.

Approximate duration: 5 minutes

One of thefollowing,as applicable:

• BOOT

• PASS

• FAIL

• WARN

• CRI

OFF




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Troubleshooting startup problems 31


StatusLED

• MAJ

• MIN

Troubleshooting startup problemsIntroduction

This section suggests tasks you can perform to determine why the 201iserver fails the startup cycle.

To determine why the 201i server failed the 8051 startup

Step Action

1 Make a note of any diagnostic codes.

2 Try restarting the server by pressing Reset on the 201i server’sfaceplate.

3 During the restart sequence, view the diagnostic codes on the HEXdisplay for failures.

For a description, see "Startup sequence description" (page 28).

Note: Allow 5 minutes for the start cycle to complete.

4 Refer to the CallPilot Troubleshooting Guide for other suggestions.

5 If you still cannot find the cause of the failure, call your Norteltechnical support representative.

—End—

To determine why the 201i server failed to start CallPilot

Step Action

1 Make a note of any diagnostic codes.

2 Try restarting the server by pressing Reset on the 201i server’sfaceplate.

3 During the start sequence, view the diagnostic codes on the HEXdisplay for failures.

For a description, see "Startup sequence description" (page 28).




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Note: Allow 5 minutes for the start cycle to complete.

4 View the event logs.

For instructions, see "Viewing event logs" (page 34).

5 Refer to the CallPilot Troubleshooting Guide for other suggestions.

6 If you still cannot find the cause of the failure, call your Norteltechnical support representative.

—End—




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33

Chapter 4Using the operating system onlinediagnostic tools


"Viewing event logs" (page 34)

"Using TCP/IP diagnostic tools" (page 37)


This section describes how to access the runtime online diagnostic toolsprovided by the operating system server software. Use these tools whena serious problem prevents the use of the CallPilot diagnostic tools thatare available in CallPilot Manager.

CAUTIONDo not run any utilities that are not documented in this guide.

Operating system Event ViewerThe operating system Event Viewer provides event logs to help youdiagnose and debug system problems.

Operating system DiagnosticsThe operating system Diagnostics window allows you to view details aboutthe system and network components.




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34 Chapter 4 Using the operating system online diagnostic tools

TCP/IP diagnosticsthis chapter describes the following TCP/IP diagnostic tools:

• ipconfig

• ping

• tracert

• arp

• nbtstat

• netstat

These utilities help you to verify network connectivity. They help you tothoroughly test the network interface and isolate any configuration problems.Network connectivity is essential to CallPilot operation.

Viewing event logsIntroduction

When the server startup cycle is complete, and if the CallPilot server hasbeen configured (refer to the CallPilot <switch model> and CallPilot ServerConfiguration guide for your switch and server), the HEX display shouldshow PASS, and messages in dialog boxes on the monitor indicate thatCallPilot is ready to accept calls.

If the hex display shows FAIL, CRI, MAJ, MIN, or FAIL or one or more errormessages appears on the monitor, an event (such as a warning, error, orinformation display) has occurred. To determine what happened, you canuse the following:

• operating system Event Viewer on the 201i server (see "To use theoperating system Event Viewer" (page 35))

• CallPilot Event Browser or Alarm Monitor in CallPilot Manager

For more information, do one of the following:

— See "Alarm Monitor" (page 47).

— Refer to the CallPilot Administrator’s Guide (NN44200-601).

Note: The Event Browser and Alarm Monitor include online Help forevents, which may help you to resolve the problem. If you cannot log onto the CallPilot system using a Web browser due to server problems,then use the operating system Event Viewer.




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Viewing event logs 35

Types of event logsThree types of event logs are available from the operating system EventViewer, as follows:

Log type Description

System Logs events by the operating system components,including Routing and Remote Access Server (RRAS)or other operating system services.

Security Logs security events, such as logons, logoffs, illegalaccess, and so on. This option is available only tousers with Administrative access.

Applications Logs events by application, such as database fileerrors, and so on.

Where to get more informationFor more information about using the operating system Event Viewer,click Help → Contents in the Event Viewer window. See also "To use theoperating system Event Viewer" (page 35).

To use the operating system Event Viewer

Step Action

1 Click Start → Programs → Administrative Tools → Event Viewer.

Result: The Event Viewer window appears.




.


2 To view a log, click the name of the log in the left frame of the window.

The illustration shows an example of the Application log.

An example of a System log appears in the following illustration.

Note: The Security log available only to administrators is notshown.




.

Using TCP/IP diagnostic tools 37

3 Look for error codes flagged that have occurred since the laststartup. Each error is date- and time-stamped.

major or critical errors

warnings

information

4 To determine the cause of the error, select and double-click the error.

Result: A description of the error appears in an Event Detail dialogbox. An example of an error description is shown in the Event Detaildialog box in the Application log illustration on Step 2.

5 Use the error description to help determine how to resolve errors.

Note: If the error persists or does not suggest a solution, contactyour Nortel support representative.

6 Click Close.

Result: The event log reappears.

7 Click Log → Exit.

Result: The Event Viewer closes.

—End—

Using TCP/IP diagnostic toolsIntroduction

This section describes the following TCP/IP diagnostic tools available for thenetwork adapter. These tools are useful for diagnosing LAN communicationproblems. The first three tools are the most useful:

• ipconfig ("The ipconfig command" (page 38))

• ping ("The ping command" (page 39))




.


• tracert ("The tracert command" (page 40))

• arp ("The arp command" (page 41))

• nbtstat ("The nbtstat command" (page 42))

• netstat ("The netstat command" (page 43))

These utilities help you to verify network connectivity. Network connectivityis essential to CallPilot operation. These utilities help you to thoroughly testthe network interface and isolate any configuration problems.

The ipconfig commandThe ipconfig command displays IP configuration information.

Ipconfig defaultIf you run the command without flags, it displays the IP address, subnetmask, and default gateway for each adapter bound to TCP/IP.

Ipconfig command syntaxipconfig /[ ]

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 the operating system

Step Action

1 Click Start → Programs → Accessories → Command Prompt todisplay the command prompt window.

Result: The Command Prompt window appears.

2 At the prompt, type ipconfig <with appropriateparameters>.

Example: ipconfig /all

3 Press Enter.

Result: The system runs the ipconfig utility.

4 Type Exit to exit the Command Prompt window.




.


—End—

The ping commandThe ping command sends an echo request to a specified host. Use thiscommand to verify network connectivity to the remote device.

Ping command syntaxThe 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]][-w timeout] destination-list

Parameter Description

-t Pings the specified host until interrupted.

-a Resolves addresses to host names.

-n count Specifies the number of echo requests to send.

-l size Sends buffer size.

-f Set Don’t Fragment flag in packet.

-i TTL Time To Live

-v TOS Type Of Service

-r count Record route for count hops

-s count Time stamp for count hops

-j host-list Loose source route along host list

-k host-list Strict source route along host list

-w timeout Time-out in milliseconds to wait for each reply

To run the ping command from the operating system

Step Action



2 At the prompt, type ping <destination IP address> (forexample, ping 200.286.32.0), or ping <computer name>.

3 Press Enter.

Result: The system displays the ping results.




.



—End—

The tracert commandThis utility determines the route taken to a destination.

How tracert worksThe tracert utility follows several steps to complete its task:

• Tracert sends Internet Control Message Protocol (ICMP) echo packetswith varying Time-To-Live (TTL) values to the destination.

• Each router along the path must decrement the TTL on a packet by atleast 1 before forwarding it, so the TTL is effectively a hop count.

• When the TTL on a packet reaches 0, the router sends back an ICMPTime Exceeded message to the source system.

• Tracert determines the route by sending the first echo packet with a TTLof 1, and incrementing the TTL by 1 on each subsequent transmissionuntil the target responds, or the maximum TTL is reached.

• Tracert then examines the ICMP Time Exceeded messages sent backby intermediate routers.

Tracert syntaxtracert [-d] [-h maximum_hops] [-j host_list]

[-w timeout] [target_name]

Tracert parametersThe tracert command uses the following parameters:


-d Specifies not to resolve addresses to hostnames.

-h maximum_hops Specifies the maximum number of hops to search forthe target.

-j host-list Specifies a loose source route along the host list.

-w timeout Waits the number of milliseconds specified by thetimeout for each reply.

target_name The name of the target host.

To run the tracert command from the operating system




.


Step Action



2 At the prompt, type the following command:

tracert [-d] [-h maximum_hops] [j host_list] [-wtimeout] [target name]

Example: tracert 200.286.0.32 210 200.236.0.04

3 Press Enter.

Result: The system runs the tracert utility.


—End—

The arp commandThe arp command displays and modifies the IP-to-physical addresstranslation tables used by Address Resolution Protocol (arp).

Arp command syntaxThe 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]


-a Displays current arp entries by interrogating the currentprotocol data. If inet_addr is specified, the IP and physicaladdresses for only the specified computer appear. If morethan one network interface uses arp, entries for each arptable appear.

-g Same as -a.

inet_addr Specifies an Internet address.

if_addr Specifies the Internet address of the interface whoseaddress translation table should be modified. If not present,the first applicable interface is used.

eth_addr Specifies a physical address.

-N if_addr Displays the arp entries for the network interface specifiedby if_addr.




.



-d Deletes the host specified by inet_addr.

-s Adds the host and associates the Internet addressinet_addr with the Physical address eth_addr. The physicaladdress is given as six hexadecimal bytes separated byhyphens. The entry is permanent.

To run the arp command from the operating system

Step Action



2 At the prompt, type arp with the required parameters (for example,arp -g 200.286.0.32).

3 Press Enter.

Result: The system runs the arp command.


—End—

The nbtstat commandThe nbtstat command displays protocol statistics and current TCP/IPconnections using NBT.

Nbtstat command syntaxThe nbtstat command uses the following syntax:

nbtstat [-a remotename] [-A IP address] [-c] [-n][-R] [-r] [-S] [-s] [interval]


-a remotename Lists the remote computer’s name table using its name.

-A IP address Lists the remote computer’s name table using its IPaddress.

-c Lists the contents of the NetBIOS name cache giving theIP address of each name.

-n Lists local NetBIOS names. Registered indicates that thename is registered by broadcast (Bnode) or WINS (othernode types).




.



-R Reloads the LMHOSTS file after purging all names fromthe NetBIOS name cache.

-r Lists name resolution statistics for Windows networkingname resolution. On a computer configured to use WINS,this option returns the number of names resolved andregistered through broadcast or through WINS.

-S Displays both client and server sessions, listing the remotehosts by IP address only.

-s Displays both client and server sessions, and attempts toconvert the remote host IP address to a name using theHOSTS file.

interval Displays selected statistics, pausing interval secondsbetween each display. Press Ctrl+C to stop displayingstatistics. Without this parameter, nbtstat prints the currentconfiguration information once.

To run the nbtstat command from the operating system

Step Action



2 At the prompt, type nbtstat with the required parameters.

3 Press Enter.

Result: The system runs the nbtstat utility.


—End—

The netstat commandThe netstat command displays current TCP/IP network connections andprotocol statistics.

Netstat command syntaxThe netstat command uses the following syntax:




.


netstat [-a] [-e] [-n] [-s] [-p proto] [-r] [interval]


-a Displays all connections and listening ports.

-e Displays Ethernet statistics. This can becombined with the -s option.

-n Displays addresses and port numbers innumerical form.

-s Displays per-protocol statistics.

-p proto Shows connections for the protocol specifiedby proto. Proto can be tcp or udp. If used withthe -s option, proto can be tcp, udp, or ip.

-r Displays the contents of the routing table.

interval Redisplays selected statistics, pausingbetween each display. Press Ctrl+C to stopredisplaying.

To run the netstat command from the operating system

Step Action



2 At the prompt, type netstat with the required parameters.

3 Press Enter.

Result: The system runs the netstat utility.


—End—




.

45

Chapter 5Using CallPilot Manager to monitorhardware

In this chapter"Understanding fault management" (page 46)

"Section A: Tools for isolating and fixing hardware problems" (page 46)

"Overview" (page 47)

"Alarm Monitor" (page 47)

"Event Browser" (page 49)

"Maintenance page" (page 50)

"Channel and Multimedia Monitors" (page 51)

"Section B: Working with the Maintenance page" (page 51)

"Introducing the Maintenance page" (page 52)

"Viewing component states" (page 55)

"Starting and stopping components" (page 57)

"Running integrated diagnostics" (page 60)

"Viewing the last diagnostic results" (page 63)

"Section C: Working with the Multimedia and Channel Monitors" (page 65)

"Working with the Multimedia Monitor" (page 66)




.

46 Chapter 5 Using CallPilot Manager to monitor hardware

"Working with the Channel Monitor" (page 67)

Understanding fault managementIntroduction

Fault management is a term that describes how the CallPilot server detectsand notifies you of potential or real hardware problems (faults).

The server processes events to detect hardware problems and raisesalarms to notify you when these problems occur.

Event processingAn event is any change in system configuration or operational state. Anevent is also any action taken by the system that requires user notification.Events can be as insignificant as a user logon attempt or as serious as afaulty MPC-8 card switching to disabled status.

All events are reported to the fault management server, a subsystem withinthe CallPilot server. The fault management server enables the server tolisten and respond to its clients. The interaction is called event processingand is the means by which the server detects hardware faults.

Alarm notificationAlarms are warnings generated by events. Alarms communicate the sameinformation as events. However, alarms are reported in the Alarm Monitorinstead of the Event Browser, and are managed differently than events.

When an alarm appears in the Alarm Monitor, you must investigate theproblem, isolate it, and then fix the cause of the problem. When you fix theproblem, the alarm is cleared from the Alarm Monitor.

Section A: Tools for isolating and fixing hardware problems

In this section"Overview" (page 47)

"Alarm Monitor" (page 47)

"Event Browser" (page 49)

"Maintenance page" (page 50)

"Channel and Multimedia Monitors" (page 51)




.

Alarm Monitor 47


This section provides guidelines on how to use the CallPilot Manager toolsto detect, isolate, and fix potential or real hardware problems.

Component dependenciesThe status of some components is dependent on the operational statusof other components. If a component fails or is stopped, the dependentcomponents go out of service.

Note: Based on the CallPilot server type, and the type of switchconnected to CallPilot, some of these components may not appear onyour system.

Component Dependent components

Motherboard(IPE server)

All MPCs, and all multimedia and call channels associatedwith the IPE server.

Time Switch All multimedia and call channels associated with the sameMPB as the timeswitch.

MPCs All multimedia (DSP) channels on the MPC-8 card.

DS30X All DS30X channels associated with the DS30X link.

Detecting hardware problemsTypically, you first become aware of a hardware problem when an alarm israised. All hardware faults produce an alarm (or series of alarms, dependingon the problem) in the Alarm Monitor.

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

Alarm MonitorIntroduction

Use the Alarm Monitor to investigate one or more raised alarms.




.


About alarmsAlarms are warnings generated by events. Alarms communicate the sameinformation as events. However, alarms are reported in the Alarm Monitorinstead of the Event Browser, and are managed differently than events:

• Alarms appear in the Alarm Monitor only for Minor, Major, and Criticalevents (not Information events). All events can be reported in the EventBrowser (depending on filtering criteria defined in the Event Browser).

• The first time an event occurs, it generates an alarm that appears inthe Alarm Monitor. If the same event continues to occur, a new alarmis not generated. Instead, the time and date assigned to the originalgenerated alarm is updated.

• Alarms can be cleared from the Alarm Monitor, but the event thatgenerated the alarm is not cleared from the event log or the EventBrowser.

Each alarm in the Alarm Monitor has Help text that often provides a solutionto the problem. If the solution is not apparent, use the Event Browser or theMaintenance page to further investigate the problem.

To investigate using the Alarm Monitor

Step Action

1 Run CallPilot Manager and log in.

2 In CallPilot Manager, click System → Alarm Monitor.

Result: The Alarm Monitor page appears.

3 Click the Event Code for the first critical or major alarm.




.

Event Browser 49

Result: A description of the event appears in a new Web browserwindow.

4 Review the description and recovery action.

5 Repeat steps 3 and 4 to view more alarms, if necessary.

6 If the solution to the problem is not apparent, obtain the return codeof the first event and continue the investigation by using the EventBrowser (see "Event Browser" (page 49)).

—End—

See alsoFor detailed information on how to use the Alarm Monitor, refer to theCallPilot Administrator’s Guide (NN44200-601), or the CallPilot Manageronline Help.

Event BrowserIntroduction

Use the Event Browser to investigate a series of events that occurredaround the time an alarm was raised. The event listing can help youdetermine the root cause of a problem.

About eventsThe Event Browser displays events that have been recorded in the serverlog. Each event identifies the time the event occurred, the object thatgenerated the event, and the cause of the event.

Events are classified as Information, Minor, Major, or Critical. By default, theEvent Browser displays only the latest 100 critical events.

To investigate using the Event Browser

Step Action


2 In CallPilot Manager, click System → Event Browser.

Result: The Event Browser page appears.




.


3 Click an event that appears to be related to the problem, or an eventthat occurred near the time the alarm was raised.

Result: A description of the event appears in a new Web browserwindow.

4 View the description and recovery action.

5 Repeat steps 3 and 4 to view more events, if necessary.

6 If the solution to the problem is not apparent, contact your Norteltechnical support representative.

—End—

See alsoFor detailed information on how to use the Event Browser (for example,how to set preferences), refer to the CallPilot Administrator’s Guide(NN44200-601) or the CallPilot Manager online Help.

Maintenance pageIntroduction

Use the Maintenance page to get status information for any suspectcomponents.

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 Maintenancepage. You can run a new diagnostic for the component, or review the resultsof the last diagnostic that was run.




.

Section B: Working with the Maintenance page 51

More informationFor information on all aspects of the Maintenance page, see "Section B:Working with the Maintenance page" (page 51), or the CallPilot Manageronline Help.

Channel and Multimedia MonitorsIntroduction

The Channel Monitor shows the status of call channels. The call channelsare the connections between the server and the switch that carry the callsignals to CallPilot.

The Multimedia Monitor shows the status of multimedia channels. Themultimedia channels are the DSP ports that process the calls. They are thevoice, fax, and speech recognition channels.

Disabling call channelsIf you must take the CallPilot system out of service to perform softwareor hardware maintenance, Nortel recommends that you disable all callchannels first. There are two ways to disable the call channels:

• Courtesy stop the channels (preferred method).

When you courtesy stop call channels, CallPilot waits until the channelsare no longer active before disabling them, instead of suddenlyterminating active calls.

• Stop the channels.

When you stop channels, you suddenly disable them and terminateall active calls.

For information about using the Channel and Multimedia Monitors, see"Section C: Working with the Multimedia and Channel Monitors" (page 65).

Running diagnostics on call channelsIf you must run diagnostics for one or more channels, use the Diagnosticssection on the Maintenance page. For more information, see "Section B:Working with the Maintenance page" (page 51).

Section B: Working with the Maintenance page

In this section"Introducing the Maintenance page" (page 52)

"Viewing component states" (page 55)

"Starting and stopping components" (page 57)




.


"Running integrated diagnostics" (page 60)

"Viewing the last diagnostic results" (page 63)

Introducing the Maintenance pageIntroduction

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.

What the Maintenance page providesThe Maintenance page identifies the server platform and switch connectivitytype. It also provides a tree that, when expanded, lists the physical andlogical hardware components down the left side of the page. To list theserver hardware components, click the plus sign (+) at the top of the tree. Tolist the subcomponents for each component, click the plus sign (+) besidethe component.

Note: The components that are listed on the Maintenance page arebased on the CallPilot server type and the switch that is connected toCallPilot. The examples in this chapter are for illustration purposes andmay not appear exactly the same on your system.

The following illustration shows a partially expanded tree for the 201i server.




.

Introducing the Maintenance page 53

When you click a component, the page refreshes to show the details aboutthat component. Details are divided into the sections described in thefollowing table.

Section Description

General This section shows general technical information aboutthe selected component. This information typicallyincludes the following details:

• the name, class, type, series, or version of acomponent

• various capabilities of a component (for example,whether a component is removable)

Note: This section does not appear for all components.




.


Section Description

Maintenance This section shows the state of the selectedcomponent. Use this section to start and stop acomponent before running a diagnostic test.

This section appears only for components on which youare allowed to perform maintenance administration.

For more information about working with componentstates, see the following sections:

• "Viewing component states" (page 55)

• "Starting and stopping components" (page 57)

Diagnostics Use the Diagnostics section to run one or morediagnostic tests, or to view the results of the lastdiagnostic tests that were run on the selectedcomponent.

This section appears only for components on whichyou are allowed to run diagnostics.

For more information about running diagnostics, seethe following sections:

• "Running integrated diagnostics" (page 60)

• "Viewing the last diagnostic results" (page 63)

Maintenance activities for each componentThe following table identifies the maintenance activities you can perform foreach component that is listed in the component tree.

ComponentStart,stop?

Courtesystop?

Diagnosticsavailable? Replaceable?

Motherboard Yes No Yes Yes (IPE server)

Media Bus Yes No Yes No

MPB board Yes No Yes Yes




.

Viewing component states 55

ComponentStart,stop?

Courtesystop?

Diagnosticsavailable? Replaceable?

Time Switch No No No No

MPCs (embedded onMPB boards or on MPC-8cards) (embedded on theIPE server or on MPC-8cards)

Yes No Yes embedded: No

MPC-8 cards: Yes

Multimedia channels Yes Yes Yes No

Call channels Yes Yes No No

DS30X link Yes No No No

Note: The MGate card and DS30X cable are replaceable. If you arehaving problems with the DS30X link, determine if either one or both ofthose items is causing the problem and needs to be replaced.

Viewing component statesIntroduction

View the state of a component to determine the general condition of thecomponent, including whether the component is disabled or off duty.The state of a component is shown in the Maintenance section of theMaintenance page.

Component statesYou can determine the state of a component by looking at the State boxin the Maintenance section.

State Description

Active The component is working and currently involved inprocessing a call.

Disabled The diagnostic failed.

Idle The component is working but not currently involved inprocessing a call.

InTest A diagnostic is running on the resource or device.

Loading The component has been started, which takes it out of theOff Duty state.

This state occurs quickly and is immediately followed byIdle.

No resources The hardware required for the component to operate is notinstalled or is not operating properly.




.


State Description

Not Configured The device is not configured in CallPilot.

For example, a DSP is not being used because it was notallocated 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.

Shutting Down The component is in the process of stopping.

This state occurs quickly and is immediately followed byOff Duty.

Uninitiated The call processing component has not initialized theresource.

Alert iconsIf one of the following icons appears next to a component in the tree, thenthe component or one of its subcomponents is experiencing a problem:

Icon Description

A problem exists with a subcomponent of the selected component.

Expand the tree to locate the subcomponent with the problem.

A problem exists with the selected component.

To view the state of a hardware component

Step Action


2 In CallPilot Manager, click Maintenance → Maintenance Admin.

Result: The Maintenance page appears.

3 Click the plus sign (+) beside the CallPilot server to expand thecomponent tree.

4 Continue clicking the plus sign (+) until the component with whichyou want to work is visible.

5 Click the hardware component with which you want to work.




.

Starting and stopping components 57

Result: The Maintenance page refreshes to show details aboutthe component.

6 Scroll down to the Maintenance section.

The following illustration shows the Maintenance section for anMPC-8 card:

7 View the state of the selected component in the State box.

—End—

Starting and stopping componentsIntroduction

When you stop a component, you take it out of service and prevent it fromoperating. You must stop a component before you can replace it (if thecomponent is replaceable) or run a diagnostic test on it.

To bring an out-of-service component back into service, you must start it.

Start and stop components from the Maintenance section on theMaintenance page.

ATTENTIONNortel recommends that, if possible, you courtesy stop a component. Courtesystop is available only at the individual channel level.

To courtesy down CallPilot, use the following:

• Multimedia Monitor: to courtesy stop a range of multimedia channels

• Channel Monitor: to courtesy stop a range of call (DS30X, also knownas DS0) channels

For instructions, see "Section C: Working with the Multimedia and ChannelMonitors" (page 65).

Stop versus courtesy stopThe following two methods of taking a component out of service allow you tochoose how active calls are affected:




.


Courtesy stopA courtesy stop takes the component out of service only after thecomponent has finished processing the active call.

• 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 serviceimmediately.

Courtesy stop is preferred over a regular stop.

StopA stop takes the component out of service immediately, regardless ofwhether the component is currently processing calls. All active calls aredropped. Typically, you perform a stop only when severe problems thatare affecting a large number of incoming calls occur or if your organizationdetermines a special need for it.

Components that can be started and stoppedOnly the following components can be started and stopped:

Note: If you want to start or stop more than one or two multimedia(DSP) or call (DS30X) channels, use the Multimedia Monitor or ChannelMonitor. For instructions, see "Section C: Working with the Multimediaand Channel Monitors" (page 65).

Component Effect of stopping

Motherboard (IPE server) Takes all call processing resources on the selected boardout of service.

Time Switch You cannot perform maintenance administration on thetimeswitch.

MPCs (embedded on the IPE serveror on MPC-8 cards)

Takes the selected MPC out of service.

Multimedia channels Takes the selected DSP out of service.

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

Step Action







.

Starting and stopping components 59



5 Click the hardware component that you want to start or stop.


6 Scroll down to the Maintenance section.

The following illustration shows the Maintenance section for anMPC-8 card.

7 Click Courtesy Stop, Stop, or Start, as required.

Button Description

Start If the selected component is out of service, click thisbutton to put it into service.

CourtesyStop

Click this button to take the selected component outof service. CallPilot waits for the call to be completedbefore disabling the component.

ATTENTIONIf you are courtesy stopping all components (that is,you are taking the entire system down), ensure thatyou inform all administrators, desktop messagingusers, and Web messaging users so that they canlog off their sessions before you proceed.

The system asks you to confirm the Courtesy stop.If you click OK, the component is put out of serviceafter all calls are finished.




.


Button Description

Stop

Click this button to take the selected component outof service immediately. All calls that are in progressare disconnected immediately.

ATTENTIONIf you are stopping all components (that is, you aretaking the entire system down), ensure that youinform all administrators, desktop messaging users,and Web messaging users so that they can log offtheir sessions before you proceed.

—End—

Running integrated diagnosticsIntroduction

You should run diagnostic tests from the Diagnostics section on theMaintenance page in the following circumstances:

• You want to ensure that a component is operating properly afterinstalling or reinstalling it.

• The CallPilot server has trouble processing incoming calls, and youhope that diagnostic results can tell you why.

Problems include static, dropped calls, and cross talk (hearing anotherconversation).

Before you begin

ATTENTIONTake the component out of service before you run the diagnostic test. See"Starting and stopping components" (page 57).




.

Running integrated diagnostics 61

Components that have diagnostic tests availableThe following table identifies the components on which you can rundiagnostics.

ComponentDiagnosticsavailable? Replaceable?

Motherboard Yes Yes (IPE server)

Time Switch No No

MPCs (embedded on the IPE server or on MPC-8 cards) Yes Embedded: No

MPC-8 cards:Yes

Media channels No No

Call channels No No

DS30X link No No

Diagnostic tests available for each componentThe diagnostic tests that are available for each component are listed in theDiagnostic section of the Maintenance page. To view the list of diagnostictests for a particular component, click the component in the component tree.

If a diagnostic test fails or cannot be runIf a warning message appears, the diagnostic test cannot be run because aprerequisite condition has not been met. If a diagnostic test fails, a messageappears in a new browser window (see the example on page Step 9).

In both cases, check the Alarm Monitor to determine the reason and theappropriate action to take. (See "Section A: Tools for isolating and fixinghardware problems" (page 46).)

If the Alarm Monitor and Event Browser do not provide a solution to ahardware problem, you may need to replace or service a component. Ifthe problem is with a component that is not replaceable because it is nota physical entity (such as the Time Switch), you must either replace itsparent component or contact your Nortel technical support representative,depending on the component.

ATTENTIONNortel recommends that you courtesy stop rather than stop a component ifpossible. For instructions, see "Starting and stopping components" (page 57)




.


To run a diagnostic test

Step Action






5 Click the hardware component for which you want to run diagnostics.


6 Scroll down to the Maintenance section, and ensure that thecomponent is out of service.

Note: For instructions on taking the component out of service,see "To start or stop a component" (page 58).

7 Scroll down to the Diagnostics section.

Result: The following illustration shows the Diagnostics section foran MPC-8 card (removable MPC.:




.

Viewing the last diagnostic results 63

8 Check the check box for each diagnostic that you want to run.

Note: If you want to run all of the diagnostics, check theDiagnostic Description check box at the top of the list.

9 Click Run.

Result: A new Web browser window opens to display the progressand results of the diagnostics.

Note: The Diagnostic Results box in the Diagnostics sectiondisplays diagnostic results when you click Get Last Result.

—End—

Viewing the last diagnostic resultsIntroduction

You can review the results of previously run diagnostics by clicking the GetLast Results button for a component.




.


To view the last diagnostics result

Step Action

ATTENTIONNortel recommends that you courtesy stop rather than stop a component ifpossible. For instructions, see "Starting and stopping components" (page 57).






5 Click the hardware component for which you want to run diagnostics.


6 Scroll down to the Diagnostics section.

Result: The following figure shows the Diagnostics section for anMPC-8 card (removable MPC.




.

Section C: Working with the Multimedia and Channel Monitors 65

7 Check the check box for each diagnostic for which you want toreview results.

8 Click Get Last Result.

Result: The results appear in the Diagnostic Results box.

—End—

Last diagnostic resultsThe results of the last diagnostic test display the following information inthe Diagnostic Results box:

• diagnostic title

• diagnostic result: pass or fail

• the date and time the test was completed

Section C: Working with the Multimedia and Channel Monitors

In this section"Working with the Multimedia Monitor" (page 66)




.


"Working with the Channel Monitor" (page 67)

Working with the Multimedia MonitorIntroduction

The Multimedia Monitor shows the status of multimedia channels. Themultimedia channels are the DSP ports that process the calls. They are thevoice, fax, and speech recognition channels.

To view or work with multimedia channel states

Step Action


2 In CallPilot Manager, click Maintenance → Multimedia Monitor.

Result: The Multimedia Monitor page appears, showing thechannels associated with each DSP.

Note: For an explanation of the channel states, refer to theCallPilot Manager online Help.




.

Working with the Channel Monitor 67

3 Do one of the following:

IF you want to stop or start THEN

all of the channels associatedwith a DSP

check the check box to the left ofthe DSP that you want to stop orstart.

Repeat this step for each DSP.

only one or several channels thatare associated with a DSP

check the check box for eachchannel that you want to stop orstart.

4 Click Courtesy Stop, Stop, or Start as required.

Result: If you clicked Courtesy Stop or Stop, you are asked toconfirm the Courtesy Stop or Stop. Click OK.

The selected channels change to off-duty or on-duty status,according to the action you chose.

Note: If the buttons are not available, wait a few seconds for thepage to refresh.

—End—

Working with the Channel MonitorIntroduction

The Channel Monitor shows the status of call channels. The call channelsare the connections between the server and the switch that carry the callsignals to CallPilot.

To view or work with call channel states

Step Action


2 In CallPilot Manager, click Maintenance → Channel Monitor.

Result: The Channel Monitor page appears, showing the DS30X(also known as DS0) channels associated with each DS30X link.




.


Note: For an explanation of the channel states, refer to theCallPilot Manager online Help.

3 Do one of the following:

IF you want to stop or start THEN

all of the channels associatedwith a DS30X link

check the check box to the left ofthe DS30X link that you want tostop or start.

Repeat this step for each DS30Xlink.

only one or several channels thatare associated with a DS30X link

check the check box for eachchannel that you want to stop orstart.

4 Click Courtesy Stop, Stop, or Start, as required.

Result: If you clicked Courtesy Stop or Stop, you are asked toconfirm the Courtesy Stop or Stop. Click OK.

The selected channels change to off-duty or on-duty status,according to the action you chose.




.

Working with the Channel Monitor 69

Note: If the buttons are not available, wait a few seconds for thepage to refresh.

—End—




.





.

71

Chapter 6Using CallPilot system utilities


"Diagnostics Tool" (page 72)

"PEP Maintenance utility" (page 73)

"Session Trace" (page 75)

"System Monitor" (page 80)

"Session Trace" (page 75)


The following table lists the CallPilot system utilities:

Utility Description

DiagnosticsTool

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.




.

72 Chapter 6 Using CallPilot system utilities

Utility Description

SessionTrace

Provides detailed information about the activity in a user’smailbox and the state of the message waiting indicator (MWI).

SystemMonitor

Displays the following information:

• the status of all CallPilot channels

• the status of all CallPilot services

Note: This status is more accurate than the status the operatingsystem provides in the Services control panel.

• particulars about the CallPilot System, such as names,keycodes, serial numbers, IP addresses, and systemnumbers

Accessing the system utilitiesAll CallPilot utilities are accessible from the CallPilot server in the Start →Programs → CallPilot → System Utilities menu.

Diagnostics ToolIntroduction

The Diagnostics Tool allows you to enable or disable CallPilot startupdiagnostics.

CallPilot startup diagnostics automatically identify hardware problems thatmay exist when the system and its services are started (DSP, TimeSwitch,MediaBus).

When you disable startup diagnostics, you can save time during systemmaintenance operations where restarts or Call Processing services restartsare required.

There are three recommended steps:

• Use the Diagnostics Tool to turn off CallPilot startup diagnostics.

• Perform system maintenance.

• Use the Diagnostics Tool to turn on CallPilot startup diagnostics.

To access the Diagnostics ToolOn the Windows desktop, click Start → Programs → CallPilot → SystemUtilities → Diagnostic Tool.

Result: The Diagnostics Tool window appears.




.

PEP Maintenance utility 73

To enable startup diagnosticsFrom the Diagnostics Tool window, select Configuration → MaintenanceStartup Diag → Enable.

To disable startup diagnostics

ATTENTIONNortel recommends that you leave the startup diagnostics turned on.

When you disable CallPilot startup diagnostics, you prevent CallPilot fromautomatically identifying hardware problems that may exist when the system andits services are started (DSP, TimeSwitch, MediaBus).

On the Diagnostics Tool window, select Configuration → MaintenanceStartup Diag → Disable.

PEP Maintenance utilityIntroduction

The PEP Maintenance utility displays a list of all installed PEPs on theserver and enables you to uninstall PEPS.

For information on installing or uninstalling PEPs, refer to the CallPilotSoftware Administration and Maintenance guide.

To access the PEP Maintenance utilityFrom the Windows desktop, click Start → Programs → CallPilot → SystemUtilities → PEP Maintenance Utility.

Result: The DMI Viewer window appears.




.


To view a list of all installed PEPs

Step Action

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 thePEP, and then click Read.

Result: The readme file opens in Notepad.




.

Session Trace 75

—End—

Session TraceIntroduction

The Session Trace tool displays detailed information about the activity in auser’s mailbox and the state of the message waiting indicator (MWI). Thesession information includes

• voice messaging

• call answering

• express messaging activity (messages composed and sent, or left ina mailbox)

• the number of messages played or unplayed at the beginning, middle,and end of a session

• messages and personal distribution lists restored into a mailbox

• the last change to the MWI (turned on or off, or untouched)

This session information allows an administrator or technician to study thestate of a user’s mailbox and the MWI, and to use that information to followup on any user complaints. For example, a user might complain that theMWI was on, but no voice messages were in the mailbox when the userlogged on. The session information might tell the administrator why theMWI was turned on.

To access the session trace toolFrom the Windows desktop, click Start → Programs → CallPilot → SystemUtilities → Session Trace Tool.

Result: The MCE Session Trace window appears.




.


To find a session

Step Action

1 From the Session Type drop-down menu, choose the type of session.




.

Session Trace 77

To display a list of all session types, select All Session Types.

2 Enter as much information in the search criteria boxes to identify thesession you want to view.

To display a list of all users for the selected Session Type, leavethe search criteria boxes blank.

3 Click Search to initiate the search.

a. If you did not enter any user information, a list of users matchingthe Session Type appears at the bottom of the window.

To select a user from the list, double-click the user name todisplay session type information.

b. If you selected All Session Types for a user, the session typeinformation appears to the right of the window.

4 Double-click the session type to display the session information.

Result: The Session Type information appears at the bottom ofthe window.

—End—




.


Session type informationCall Answering session type information




.

Session Trace 79

Expired messages session type information

Express Messaging session type information




.


Logon OK session type information

Selective Restore session type information

System MonitorIntroduction

The System Monitor consists of three tabs, as described in the followingtable:

Tab Description

Channel Monitor Shows the status of all CallPilot services, multimediachannels (DSP channels), and call channels (DS30Xchannels).




.

System Monitor 81

Tab Description

System Info Displays details about the CallPilot System, such asfeatures purchased, keycode, serial number, and CallPilotserver IP addresses.

Legend/Help Provides a description of icons and terminology displayedin the System Monitor window.

System Monitor is a non-destructive tool that does not alter the behavior ofany CallPilot components.

To access the System MonitorOn the Windows desktop, click Start → Programs → CallPilot → SystemUtilities → System Monitor.

Result: The CallPilot System Monitor window appears. By default, theChannel Monitor tab appears on top. Click the other tabs to view theinformation on those tabs.

About the Channel Monitor tabThe following iillustration shows the Channel Monitor tab, followed by adescription of its contents




.


CallPilot servicesThe Service Name pane shows the status of services from a CallPilotperspective. The status shown in the operating system Services controlpanel may state that a service is running, but it may not actually be fullyrunning or in service from a CallPilot perspective. Refer to the SystemMonitor tool Channel Monitor tab for the true status.

The services listed under Service Name should be either running or in fullservice when CallPilot is functioning optimally. If any CallPilot services arestopped, investigate the cause of this. Call Nortel technical support forassistance.

Note: While any stopped services should be investigated, someservices are not critical. CallPilot may continue to handle call processingeven with some services stopped.

The critical services that are needed for basic CallPilot call answering arelisted in the following table. For your reference, the equivalent names asthey appear in the Windows Control Panel are also listed.

CallPilot SystemMonitor Windows Control Panelequivalent

CTMS Service CTMS Server

Telephony (TAPI) Telephony Service

MCE SLEE CallPilot SLEE Service

MCE Notification CallPilot MWI Service

MAS Notification CallPilot Notification Service

MAS CCR CallPilot Call Channel Router

MAS BCR CallPilot Blue Call Router

SQL Anywhere Adaptive Server Anywhere - %ComputerName%_SQLANY

MAS MltmediaCache CallPilot Multimedia Cache

MAS MltmediaVol1 CallPilot Multimedia Volume 1

MAS MltmediaVol102(TRPonly)

CallPilot Multimedia Volume 102 (TRP only)

MAS MltmediaVol103 (TRPonly)

CallPilot Multimedia Volume 103 (TRP only)

MAS Rsrc. Pckg. 1 CallPilot Resource Package1

DSPsIn the DSP pane, each DSP is represented in a separate row. Each box inthe row is one DSP channel or multimedia channel. Click the Legend/Helptab to view descriptions of the multimedia channel icons.




.

System Monitor 83

For 201i servers, DSPs reside on the motherboard and on MPC-8 cards.

DSPs are distributed as follows:

• The 201i server contains one embedded DSP with up to four MPC-8cards.

• Each MPC-8 card contains a single DSP.

DS30X linksIn the DS30X link pane, each DS30 row represents a separate DS30Xlink (also referred to as a DS30 link). Each box in the row represents oneDS30X channel.

For the 201i server, the DS30X link to the switch is supported by theconnection of the server to the switch backplane.

About the System Info tabThe following iillustration shows the System Info tab, followed by adescription of its contents.

The numbered items provide information about the features purchased.Information about the underlying operating system, including the server IPaddresses, is provided in the top right corner.




.


PEP information and configured Service DNs are listed in the bottom part ofthe window.

About the Legend/Help tabThe following iillustration shows the Legend/Help tab. Consult this tab fordescriptions of the icons found in the Channel Monitor tab

Session TraceThe Session Trace tool displays detailed information about the activity in auser’s mailbox and the state of the message waiting indicator (MWI). Thesession information includes

• voice messaging

• call answering

• express messaging activity (messages composed and sent, or left ina mailbox)

• the number of messages played or unplayed at the beginning, middle,and end of a session

• messages and personal distribution lists restored into a mailbox

• the last change to the MWI (turned on or off, or untouched)




.

Session Trace 85

This session information allows an administrator or technician to studythe state of a user’s mailbox and the MWI, and to use that information tofollow up on any user complaints. For example, a user may complain thatthe MWI was on, but no voice messages were in the mailbox when theuser logged on. The session information can tell the administrator why theMWI was turned on.

To access the session trace toolFrom the Windows desktop, click Start → Programs → CallPilot → SystemUtilities → Session Trace Tool.

Result: The MCE Session Trace window appears.

To find a session

Step Action

1 From the Session Type drop-down menu, choose the type of session.To display a list of all session types, select All Session Types.

2 Enter as much information in the search criteria boxes to identifythe session you want to view. To display a list of all users for theselected Session Type, leave the search criteria boxes blank.

3 Click Search to initiate the search.

a. If you did not enter any user information, a list of users matchingthe Session Type appears at the bottom of the window. To selecta user from the list, double-click the user name to display sessiontype information.

b. If you selected All Session Types for a user, the session typeinformation appears to the right of the window.

4 Double-click the session type to display the session information.

Result: The Session Type information appears at the bottom ofthe window. The following example shows Call Answering sessiontype information.




.


—End—




.

87

Chapter 7Performing hardware maintenance andmechanical assembly


"Removing the server from the switch" (page 88)

"Replacing the server" (page 89)

"Replacing the IDE hard drive" (page 93)

"Replacing the software feature key" (page 103)

"Replacing Multimedia Processing Cards" (page 105)


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 requiredYou need the following tools, based on the component you are replacing:

• antistatic wrist strap or antistatic mat

• Phillips No. 1 and No. 2 screwdrivers

• tweezers




.

88 Chapter 7 Performing hardware maintenance and mechanical assembly

Before you beginShut down the server software. Then remove the server from the switch andplace it on a static-resistant surface, with the component side facing up.

If you need to replace the entire 201i server, review "Replacing the server"(page 89). Then review the procedures for installing the server andconducting diagnostic tests.

Removing the server from the switchIntroduction

You must remove the server from the switch before you replace the followingcomponents:

• hard drive

• software feature key (dongle)

Note: You can replace an MPC-8 card without powering down the 201iserver.

Equipment requiredThe following equipment is required for this procedure:

• antistatic mat

• antistatic wrist strap

To remove the server from the switch

Step Action

1 Power down the server by unseating it from the back plane. Wait 15seconds to complete powering down, then remove the server.

For instructions, refer to the CallPilot Installation and ConfigurationTask List (NN44200-306).

2 Turn off the monitor.

3 Disconnect the monitor, keyboard, and mouse.

4 Power down the peripheral SCSI devices, and disconnect the SCSIcable.

5 Open the lock latches at the top and bottom of the server.

6 Grip the faceplate, and then unseat the server from the switch. Wait15 seconds, then remove the server.

7 Place the server on a clean, static-resistant surface.




.

Replacing the server 89

—End—

What is next?Replace and upgrade components, as required.

Replacing the serverIntroduction

Replace the server only if you are instructed to do so. For activities that arenot supported as field procedures, you must return the server to Nortelfor service.

This section summarizes the procedure for replacing the server. Referencesare made to specific component replacement procedures where applicable.

To replace the server

Step Action

1 If the installed server is functional, perform a complete backup of thehard disk as a precautionary measure.

2 Use the Maintenance screen in CallPilot Manager to take theinstalled MPC-8 cards out of service (see "Starting and stoppingcomponents" (page 57)).

3 Remove the MPC-8 cards from the faceplate of the server (see"Replacing Multimedia Processing Cards" (page 105)).

4 Shut down the installed server (refer to "Starting up and shuttingdown the CallPilot server" in the CallPilot Installation andConfiguration Task List).

5 Power down the server by unseating it from the back plane. Wait 15seconds to complete powering down, then remove the server.

6 Disconnect all peripherals from the server.

7 Remove the server from the switch (see "Removing the server fromthe switch" (page 88)).

8 Remove the software feature key (dongle) from the defective server,and then install it in the replacement server (see "Replacing thesoftware feature key" (page 103)).

9 Remove the hard drive from the defective server, and then installit in the replacement server (see "To remove the IDE hard drive"(page 94)).




.


10 Install the replacement server on the switch, and then reconnectthe peripherals.

11 Install the MPC-8 cards removed from the defective server (see "Toinstall an MPC-8 card" (page 109)).

12 Boot the server to the operating system.

13 Run the Configuration Wizard to configure the new hardware.

For instructions, refer to the CallPilot <switch model> and CallPilotServer Configuration guide for your switch and server.

—End—

201i server component diagram: exploded viewThe following diagram identifies component locations on the 201i server.




.

Replacing the server 91

201i server component diagram: complete assemblyThe following diagram shows the 201i server when it is completelyassembled.




.


Legend

Item Description

1 Heat sink

2 Hard drive power cable

3 Hard drive data cable

4 Secondary backplane connector pin

5 Secondary backplane connector

6 3.5" IDE hard drive

7 Hard drive mounting bracket

8 Software feature key (dongle)




.

Replacing the IDE hard drive 93

Item Description

9 Faceplate

10 Monitor connector

11 Mouse connector

12 Keyboard connector

Replacing the IDE hard driveIntroduction

The hard drive rests lengthwise along the backplane side of the server. Thehard drive bracket is secured in place by five screws: two on the backplaneedge, two through the motherboard, and one through the bottom edge ofthe stiffener.

Note: The 3.5 inch hard drive is no longer available. A 2.5 inch drivemust be ordered as a replacement. If you are replacing a 3.5 inch harddrive with a new 2.5 inch hard drive, you must have the NTRH9107E5hard drive replacement kit. The kit description and assembly instructionsare described later in this section. The 2.5 inch hard drive is orderedseparately. See the Nortel price book for particulars.


• antistatic wrist strap

• Phillips No. 1 screwdriver

Before you beginBefore you replace the hard drive, review the following:

• "Removing the server from the switch" (page 88)

• the "201i server component diagram: exploded view" (page 90)

Hard drive assembly diagramThe following diagram shows the hard drive in its assembled state.

Note: The following four diagrams depict the 3.5 inch hard driveassembly. The 2.5 inch drive assembly is slightly different, but theremoval instructions for the assembly are the same.




.


To remove the IDE hard drive

Step Action

1 Do the following:

a. Remove the two screws on the back of the motherboard.

b. Remove the screw at the bottom of the stiffener cage.

c. Remove the two screws on the hard drive stiffener cage (alongthe backplane edge of the server).

See the following diagram.




.


2 Do the following:

a. Dislodge the power cable from its connector and lift it away fromthe motherboard.

b. Slide one hand as far as you can beneath the hard drive sothat it is securely supported and you can touch the data cableconnector on the motherboard.




.


3 Use the pull tabs to gently remove the data cable connector fromthe motherboard.

See the following diagram.




.


4 Lift the hard drive assembly away from the motherboard.

5 Do the following:

IF you are THEN

replacing a 3.5 inch harddrive

Go to "To replace a 3.5 inch drive witha 2.5 inch hard drive" (page 99)You donot need to remove the drive from theassembly.

replacing a 2.5 inch harddrive

continue with step 6

6 Disconnect the black hard drive adaptor from the hard drive

7 Detach the hard drive by removing the four screws on the bottom ofthe hard drive assembly.




.


8 Fasten the new drive to the hard drive assembly bracket using thefour screws from the replacement kit.

9 Connect the black hard drive adaptor to the hard drive.

10 With the drive on top, and the cable facing the top of the server,mount the drive assembly. The slot in the drive assembly goes overthe PCI connector on the motherboard.

11 Fasten the two screws on the back of the motherboard.

12 Fasten the screw on the stiffening cage.

13 Fasten the two screws on the hard drive stiffener cage (along thebackplane edge of the server).

14 Connect the data cable from the drive to the motherboard connector




.


CAUTIONEnsure the pins on the data connector on the motherboardline up correctly with the data cable connector.

15 Connect the drive power connector to the motherboard powerconnector.

—End—

To replace a 3.5 inch drive with a 2.5 inch hard drive

Step Action

1 Inspect the NTRH0107E5 replacement kit for the following parts:

Item No. Quantity Description

1 1 Power coupler, large to small

2 1 2.5 inch disk drive. This item is ordered separately. Check theNortel price book for ordering procedures.

3 4 Screws (for mounting the hard drive on the bracket)




.


4 1 Small drive bracket

5 1 Tie wrap

6 1 2.5 inch hard drive adaptor

7 1 Flat flexible cable

8 2 Screws. These screws are shorter than the four screws in item 3

2 Place the 2.5 inch hard drive in the palm of your hand with the screwholes facing upwards

3 Place the hard drive bracket over the hard drive with the dataconnector facing the notched end of the bracket.

4 Insert the four screws, listed as kit item 3, in the mounting holes,and tighten them

Hard drive mounted on bracket

5 Attach the black cable adaptor to the IDE connector on the harddrive. The power cable pins go to the left side of the connector asyou are facing it. Ensure the left-most pins are connected. Four pinsremain unconnected on the right side of the connector.




.


6 Attach the flat flexible cable to the black connector. The red stripeon the ribbon cable goes to the end of the connector opposite fromthe power pins

7 Turn the drive assembly over with the hard drive facing up.

Note: The diagram below shows the bottom of the bracketassembly and hard drive.

8 Loop the red and black power wires under the hard drive adaptorand mount the power coupler between the two tabs on the bracket.

9 connect the original power cable to the adaptor, and fasten theconnectors to the bracket with the tie wrap. The tie wrap goesthrough the rectangular hole and between the two inner power wires.

Bottom view of hard drive assembly

10 With the drive on top, and the cable facing the top of the server,mount the drive assembly. The slot in the drive assembly goes overthe PCI connector on the motherboard.

Note: The PCI connector on the motherboard is reserved forfuture use




.


11 Fasten the two screws on the back of the motherboard. Thesescrews are from the original assembly.

12 Fasten the screw on the stiffening cage. This screw is from theoriginal assembly

13 Fasten the two screws on the hard drive stiffener cage along thebackplane edge of the server. These screws are item number 8 inthe replacement kit

14 Connect the flat flexible data cable from the drive to the motherboardconnector

CAUTIONEnsure the pins on the data connector on the motherboardline up correctly with the data cable connector.

15 Connect the drive power connector to the motherboard powerconnector.

Mounting the drive assembly on the motherboard




.

Replacing the software feature key 103

Hard drive assembly mounted on Motherboard

—End—

What is next?Review the procedures for installing the server and conducting diagnostictests.

Replacing the software feature keyIntroduction

The software feature key (dongle) stores the unique serial number of theserver. If the 201i server must be replaced, use this procedure to move thesoftware feature key from the faulty server to the replacement server.


• flat blade screwdriver

• tweezers

Before you beginBefore you replace the hard drive, review the following:

• "Removing the server from the switch" (page 88)




.


• the "201i server component diagram: exploded view" (page 90)

To replace the software feature key

Step Action

1 Use the flat blade of the screwdriver to lift the clip that secures thesoftware feature key to the motherboard.

CAUTIONEnsure that you do not bend the clip so that it can nolonger apply downward pressure.

2 Use the tweezers to pull the software feature key out of the socket.

3 Insert the software feature key into the socket on the replacementserver, lip side up.

When the software feature key (dongle) is correctly installed, it isfirmly seated in its socket. See the following diagram.




.

Replacing Multimedia Processing Cards 105

—End—

Replacing Multimedia Processing CardsIntroduction

The Nortel MPC-8 card supports multimedia telephony services on the201i server.

Note: The 201i server motherboard contains one built-in MPC. ThisMPC is known as MPC 1.

Supported MPC-8 card versionsThe 201i server supports MPC-8 cards, Release 14 or later.

What the MPC-8 card looks likeThe following diagram shows the MPC-8 card.




.


Correct card insertionFour specially designed card slots for the MPC-8 are located on the 201iserver faceplate. The MPC-8 card is keyed so that it fits only one way intothe slot on the 201i server faceplate. If the card is inserted incorrectly, thecard does not go all the way into the slot.

CAUTIONIf you force the card into the slot incorrectly, this can result indamage to the MPC-8 card and the 201i server.

Location of MPC slotsThere is an ejector button, slot, and LED for each MPC. The followingdiagram shows where they are located on the 201i server.




.


The following table describes each LED status.

Status Description

Off The MPC is not receiving power. It is safe to remove thecard.

On The MPC is in use. In this case, it is not safe to removethe card.

Off, then on The MPC has been recognized by the 201i server softwareand has been powered up.

On, then off The MPC has been successfully powered down. It is safeto remove the card.




.


To remove an MPC

Step Action

ATTENTIONYou can replace an MPC-8 card without powering down the 201i server. Youmust, however, disable the MPC-8 card using the CallPilot Manager software (asdescribed in this procedure) before you remove it from the server.

ATTENTIONThis procedure assumes that the 201i server is locked into position on the IPEshelf. If it is not, perform steps 3 and 4 only.

1 In CallPilot Manager, courtesy stop the channels associated withthe MPC-8 card.

For instructions, see "Starting and stopping components" (page 57).

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 canbe removed safely.

CAUTIONIf you remove an MPC while it is receiving power, this candamage the MPC or the 201i server.

3 Firmly press the MPC ejector button to dislodge the MPC from itsslot.

Refer to "Location of MPC slots" (page 106).

CAUTIONBe ready to grab the MPC card as it ejects so that it doesnot fall to the floor.

4 Pull the MPC out of its slot.

—End—




.


To install an MPC-8 card

Step Action

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)

• facing up if the 201i server is lying horizontally on a flat surface

2 Insert the card into the slot, and gently push it until it is firmly inplace and the ejector button pops back out.

3 Ensure that the MPC’s LED lights up green.

4 Run the Configuration Wizard to detect and initialize the newhardware.

For instructions on running the Configuration Wizard, refer to theCallPilot <switch model> and CallPilot Server Configuration guidefor your switch and server.




.


Note: You do not need to change any data in the ConfigurationWizard. However, you must apply the configuration changes asinstructed on the last screen of the Configuration Wizard.

5 Start the MPC-8 card and its channels.

Result: For instructions, see "Starting and stopping components"(page 57).

—End—




.

Nortel CallPilot

201i Server Maintenance and DiagnosticsCopyright © 2007, Nortel NetworksAll Rights Reserved.

Publication: NN44200-705Document status: StandardDocument version: 01.01Document date: 23 February 2007

To provide feedback or to report a problem, go to www.nortel.com/documentfeedback

Sourced in Canada

The information in this document is subject to change without notice. The statements, configurations, technical data, andrecommendations in this document are believed to be accurate and reliable, but are presented without express or impliedwarranty. Users must take full responsibility for their applications of any products specified in this document. The information inthis document is proprietary to Nortel Networks.

*Nortel Networks, the Nortel Networks logo, and the Globemark are trademarks of Nortel Networks.

*Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.

All other trademarks and registered trademarks are the property of their respective owners.

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