Nortel Agent Greeting 2.0 Operating instructions

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

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Agent Greeting Card Maintenance and Troubleshooting Guide
4
Revision histor
y
June 11th, 2001 Release 2.0.1
May 11th, 2001 Release 2.0.
August 28th, 2000 Release 1.0.

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Agent Greeting Card Maintenance and Troubleshooting Guide
6
Contents
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Agent Greeting Card Test and Debug Capabilities 11
Self Test Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Factory Test Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Hex Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Status LED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Reset Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Debug Terminal Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Debug Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
The VxWorks Shell . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Application Loadware Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Loadware upgrade from PCMCIA Flash Card . . . . . . . . . . . . . . 17
Loadware upgrade from a FTP Server . . . . . . . . . . . . . . . . . . . . 18
DSP Loadware Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
DSP Loadware upgrade from PCMCIA Flash card . . . . . . . . . . 19
DSP Loadware upgrade from a FTP Server . . . . . . . . . . . . . . . . 20
VxWorks Shell Debug Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Event Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Fatal Error Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Troubleshooting Agent Greeting . . . . . . . . . . . . . . 25
Network Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Greetings not being played . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Debugging Skillset name issues . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Telephony User Interface becoming disabled . . . . . . . . . . . . . . . . . . . 27

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Multi-Card operation across routers . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Changing Multi-cast parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Agent Greeting card spontaneous reboots . . . . . . . . . . . . . . . . . . . . . . 28
Restarts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
How to change the role of a card . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Error codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

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List of tables
Table 1: Hex Display codes during normal operation . . . . . . . . . . . . . 12
Table 2: Hex Display codes during bootup . . . . . . . . . . . . . . . . . . . . . 14
Table 3: Faceplate Mini-DIN Connector pinout . . . . . . . . . . . . . . . . . 15
Table 4: Debug Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Table 5: Multi-card specific debug commands . . . . . . . . . . . . . . . . . . 22
Table A-1: Maintenance Task Errors . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Table A-2: Server Task Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Table A-3: VP Application Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Table A-4: Aries Task Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Table A-5: Client Task Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

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Agent Greeting Card Maintenance and Troubleshooting Guide
10
About this
g
uide
This document describes the maintenance procedures related to the Agent
Greeting hardware andsoftwareand provides information ontroubleshooting
installation issues and the commands available to debug these issues.

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Agent Greeting Card Test and Debug
Capabilities
The NTVQ09AB Agent Greeting Card provides maintenance and diagnostic
features at various technical levels to identify and clear fault conditions. Also
included are upgrade features which require the user to have access to
VxWorks. The Agent Greeting Card features include:
• Self Test Features
• Factory Test Features
• Debug Features (user name and password required)
• Application Loadware Upgrade
• Digital Signal Processing (DSP) Loadware Upgrade
• Auxiliary Processor Loadware Upgrade
• VxWorks Shell Debug Utilities

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Self Test Features
The Agent Greeting Card runs various diagnostics to detect hardware faults
and ensure correct operation. The test coverage breaks down into the
following categories:
• 8051 co-processor power up self tests
• BIOS diagnostics
• Base code self tests
Progress information of self tests is available through the serial port on the
Agent Greeting Card.
Factor
y
Test Features
Factory test features include the Hex Display, Status LED and Reset Switch.
Hex Display
The Agent Greeting base card includes a Hexadecimal (Hex) LED display to
provide status information during maintenance operations. During power-up
and diagnostic tests, this display provides a visual progress indication, and
information on the first failure detected. The Hex LED display codes are
indicated in Table 2, “: Hex Display codes during bootup,” on page 14.
During normal operation the display cycles through the number of enabled
M2616 (Aries) ports, the number of booted DSP ports, the number of ports
authorised by a keycode, and the total port capacity of the card. For example
the Hex display could contain:
Table 1: Hex Display codes during normal operation
Display
Field Meaning
A:XX Number of enabled Agent Greeting Ports
D:XX Number of installed DSP ports
K:XX Capacity of card enabled via Keycode
C:XX Current capacity of card (smallest of A,D & K)

Agent Greeting Card Test and Debug Capabilities Page 13 of 36
Agent Greeting Card Maintenance and Troubleshooting Guide
The RS-232 port may also be used to monitor the progress of self tests.
Messages indicating the completion of each self test phase, as well as any
detected faults will be printed to this port. Support for boundary scan and
access to the boundary scan interface on the FPGAs is provided.
Status LED
A single red LED is provided on the faceplate to indicate the enabled /
disabled status of the Agent Greeting Card, as well as providing an indication
of the status of the power on self test.
The LED is OFF if:
• the port capacity of the Agent Greeting Card is non-zero.
and
• the card is in the normal mode of operation.
The LED is ON if:
• the port capacity of the Agent Greeting Card is zero.
or
• the card is in maintenance mode.
Reset Switch
A reset switch is provided on the faceplate to allow an operator to manually
reset the card without having topower down. This switch is normally used to
clear a fault condition during setup or during non-traffic periods.
!
CAUTION
Before using the Reset switch ensure that the Agent
Greeting card has been disabled in LD 32 using the DISC
command. Otherwise some of the ports may cause an
OVD error on the Meridian CPU and become disabled
when the card resets. Once the card is active again (the
Hex display has passed T:21 state) reenable the card in
LD 32 using the ENLC command.

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Note: The security dongle is required for normal Agent Greeting Card
operation. A keycode is supplied during installation, which is matched to
the dongle and authorises a number of ports for use.
The Agent Greeting Card reports a missing dongle during boot up via a
message on the serial connection and the faceplate 4 segment display. Once
a dongle is inserted the serial number is reported during boot up.
Table 2: Hex Display codes during bootup
Display Code Definition
T:00 Initialization
T:01 Testing Internal RAM
T:02 Testing ALU
T:03 Testing address modes
T:04 Testing Boot ROM
T:05 Testing timers
T:06 Testing watchdog
T:07 Testing external RAM
T:08 Testing Host DPRAM
T:09 Testing DS30 DPRAM
T:10 Testing for presence of dongle (see note below)
T:11 Testing flash memory
T:12 Programming PCI FPGA
T:13 Programming DS30 FPGA
T:14 Programming CEMUX FPGA
T:15 Programming DSP FPGA
T:16 Testing CEMUX interface
T:17 Testing EEPROM
T:18 Booting 486, waiting for response with self test
information
T:19 Waiting for application start-up message from 486
T:20 CardLAN enabled, waiting for Request Config. Message
T:21 CardLAN operational, A07 enabled, display now under
host control

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Agent Greeting Card Maintenance and Troubleshooting Guide
Debug Terminal Access
The Agent Greeting Card Debug Terminal access is provided via an RS-232
port. This is accessible via the NTAG81CA faceplate serial cable. Messages
indicating the completionofeach self test phase, as well as any detected faults
will be logged to this serial port.
The pinouts for the Mini-DIN Connector, to which the faceplate serial
maintenance cable connects, are given in Table 3 on page 15.
The terminal connected to the serial port requires these settings: 9600bps, 8
data bits, 1 stop bit, no parity, and no flow control.
Debug Features
While the Agent Greeting Card is booting, the 8051 auxiliary processor has
control of the serial port, and uses it to provide debug information, progress
of selftests, etc. Once the 8051 releases the main processor (i486) from reset,
the main processor by default grants VxWorks shell access through this port.
The Agent Greeting Card also supports remote access to the shell via telnet.
Once the card is operational, the RS-232 port may be used to monitor
CardLAN andTimeCompression Multiplexing (TCM)signalingbetweenthe
card and the Meridian 1 system.
Table 3: Faceplate Mini-DIN Connector pinout
Pin No. Signal Dir Description
1 BDTRB- O Port B Data Terminal Ready
2 BSOUTB- O Port B Serial Data Out
3 BSINB- I Port B Serial Data In
4 SGND C Signal Ground
5 BSINA- I Port A Serial Data In
6 BCTSA- I Port A Clear To Send
7 BSOUTA- O Port A Serial Data Out
8 BDTRA- O Port A Data Terminal Ready

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The VxWorks Shell
The VxWorks shell, which is used for doing basic OA&M (the most
important of which is loadware upgrade), can be accessed via a serial
connection to the maintenance port or via a telnet connection. The shell is
protected from unauthorized access by a username and password. This
password is common across FTP, telnet and the serial port. If the shell is idle
for a period of time the password and username must be reentered to gain
access. This timeout defaults to 10 minutes, but can be set to any value
between 30 seconds and 4095 seconds (1 hour 8 minutes 15 seconds) using
the shell function shellTimeoutSet n where n is thedesired timeout inseconds.
The current value of the shell timeout in seconds is returned by the shell
function shellTimeoutGet.
-> shellTimeoutSet 600
-> shellTimeoutGet
The shell (and FTP) password can be changed using the shell function
shellPasswordSet. Invoking this command will prompt you for the current
username, current password, new username, new password and a final
confirmation of the new password.
-> shellPasswordSet
Enter current username: username1
Enter current password: password1
Enter new username: username2
Enter new password: password2
Enter new password again to confirm: password2
Theshell timeout, username and password are stored inNVRAM, so changes
are maintained across a reboot. The default username and password are
“vpsdseuser” and “welcome2vp” respectively.
Note: Once the shell username and password have been successfully
entered the user has complete access to all the VxWorks commands.
Incorrect usage of some shell commands will cause the VP to reboot and
may change operational behavior.

Agent Greeting Card Test and Debug Capabilities Page 17 of 36
Agent Greeting Card Maintenance and Troubleshooting Guide
Application Loadware Upgrade
The Agent Greeting Card stores up to two versions of loadware in flash. This
mechanism ensures that if there is a power outage or other failure during
upgrade the card still has a valid load in flash. A small boot code segment is
located in the BIOS flash area, which chooses the “newest” load from one of
two flash banks to uncompress into DRAM. Once the uncompress has
completed, execution switches to the code entry point in DRAM.
During upgrade, the flashbank with the oldestload iserased andthe new load
is stored in this area. Once the upgrade has completed successfully, the new
load is marked as “newer”. If the upgrade fails for some reason (for example,
checksum corruption), the older load remains the image to boot as the failed
upgrade will not checksum correctly and will therefore not be selected by the
load picker algorithm in the boot ROM. The card must be rebooted/reset for
the new loadware to execute.
There are two options for doing an upgradeof the loadware.The firstis to use
an FTP Client to connect to the card, copy the loadware onto the PCMCIA
“/A:” disk of the card and then do the upgrade from there using the command
”upgradePCMCIA”, which will take the loadware file from the PCMCIA
disk and program it into flash. The second option is to place the loadware file
on an FTP Server and use the “upgrade” command to retrieve the file from
the FTP Server and program it into flash. Both options are described below.
Loadware up
g
rade from PCMCIA Flash Card
Using thismethod the loadware binary is first copied onto thePCMCIA flash
card on the Agent Greeting Card. It is then programmed into flash on the
Agent Greeting motherboard.
At this point FTP into the IP address of the Agent Greeting card. The FTP
username and password are the same as that of the shell, as descibed above.
Changedirectory to the “/A:” drive andcopy the loadware fileonto the Agent
Greeting Card in binary format. Logout of the FTP session.
From the VxWorks shellexecute thecommand “upgradePCMCIA” asshown
below, the expected successful output is also shown:

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-> upgradePCMCIA “/A:agent_greet.bin”<CR>
Updating sector: 16..17..18..19..20..21..22..23..file read complete
Program Address = 0xf9900000, Checksum = 0x51a4737d,length = 0x76338
Upgrade completed OK
Reboot the pack to run new loadware
value = 0 = 0x0
Loadware u
pg
rade from a FTP Server
To upgrade the loadware over the network from an FTP server you must copy
the loadware binary file to an FTP server The upgrade is then performed by
running the “upgrade” command in the VxWorks shell as shown below:
-> upgrade “<server IP address>”,“<userid>”,“<password>”,
“<path>”,“agent_greet.bin”<CR>
Connecting to <server IP address>...
connected to <server IP address OK>
Updating sector: 16..17..18..19..20..21..22..23..file read complete
Program Address = 0xf9900000, Checksum = 0x51a4737d,length = 0x76338
Upgrade completed OK
Reboot the pack to run new loadware
value = 0 = 0x0
The <userid> and <password> above are those of the FTP server and the
<path> above is the path to the file on the FTP server.
Note: The updated sectors for Bank 1 start at sector 16 (as in example
above) whereas the start sector for Bank 0 is sector 0. Successive
successful upgrades alternate between banks for storing the upgrade
image.
The Agent Greeting Card must be in maintenance mode before an upgrade
can be executed. Maintenance mode is entered by disabling the card via
Overlay 32 on the Meridian switch.Onceupgrade is complete the card canbe
reenabled via Overlay 32.

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DSP Loadware Upgrade
Similarto the loadware upgrade described above, the DSP loadwaremay also
be upgraded via two methods, across the network from an FTP server or
locally from the PCMCIA disk.
DSP Loadware up
g
rade from PCMCIA Flash card
Using thismethod the loadware binary is first copied onto thePCMCIA flash
card on the AgentGreeting Card. It is then programmed into theflash area of
each DSP section.
To use this method, first FTP into the IP address of the Agent Greeting card.
The FTP username and password are the same as that of the shell, as
described above. Change directory to the “/A:” drive and copy the DSP
loadware file onto the Agent Greeting Card in binary format. Logout of the
FTP session.
From the VxWorks shell execute the command “upgradePCMCIAdsp” as
described below.
The DSP loadware file is loaded via FTP from a file server. The file is stored
in a dedicated 2 MB flash device in each DSP section. The same loadware
strategy is implemented for the Agent Greetingon-board DSP section and the
DSP cards. No special recovery mechanism is required. If the upgrade fails
for some reason (e.g., incorrect file used), the DSP will fail to reboot and the
upgrade must be performed again. The upgrade is performed by running the
upgradePCMCIAdsp command in the VxWorks shell as follows:
-> upgradePCMCIAdsp <dsp no>,“/A:lmag84aa.bin”<CR>
Updating sector:
0..1..2..3..4..5..6..7..8..9..10..11..12..13..14..15..16..17..18..19..20..21..22..23..24..25..
26..27..28..29..30..31..
After a successful upgrade, the following messages are printed (along with
channel deletion/creation messages for existing channels):
DSP Checksum OK!!!
DSP Load upgraded OK
value = 0 = 0x0
After a failed upgrade, the following messages are printed:

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DSP Code checksum failed
Checksum = 0xf8f9c9b6
DSP Load upgrade Failed!!!!!
0x36b254 (tUpgradeDsp): On-board DSP section in reset.
0x36b254 (tUpgradeDsp): Powering up dsp 0
DSP Loadware u
pg
rade from a FTP Server
To upgrade the loadware over the network from an FTP server you must copy
the loadware binary file to an FTP server. The upgrade is then performed by
running the “upgrade” command in the VxWorks shell as shown below:
The DSP loadware file is loaded via FTP from a file server. The file is stored
in a dedicated 2 MB flash device in each DSP section. The same loadware
strategy is implemented for the Agent Greetingon-board DSP section and the
DSP cards. No special recovery mechanism is required. If the upgrade fails
for some reason (Ethernet link to server goes down, incorrect file used), the
DSP will fail to reboot and the upgrade must be performed again. The
upgrade is performed by running the upgradeDsp command in the VxWorks
shell as follows:
-> upgradeDsp <dsp no>,“<server IP address>”,
“<user id>”,“<password>”,“<path>”,“lmag84aa.bin”<CR>
Connecting to <server IP address>...
connected to <server IP address> OK
Updating sector:
0..1..2..3..4..5..6..7..8..9..10..11..12..13..14..15..16..17..18..19..20..21..22..23..24..25..
26..27..28..29..30..31..
The <userid> and <password> above are those of the FTP server and the
<path> above is the path to the file on the FTP server.
After a successful upgrade, the following messages are printed (along with
channel deletion/creation messages for existing channels):
DSP Checksum OK!!!
DSP Load upgraded OK
value = 0 = 0x0
After a failed upgrade, the following messages are printed: