Nortel Agent Greeting NTVQ09AB Operating instructions

Nortel Networks Agent Greeting
NTVQ09AB & NTVQ09BA
Maintenance and Troubleshooting Guide
Document Release: 3.01
Date: February 2006
Year Publish FCC TM
© 2006 Nortel Networks Corporation
All rights reserved
Information is subject to change without notice. Nortel Networks Corporation reserves the right to make
changes in design or components as progress in engineering and manufacturing may warrant. This equipment
has been tested and found to comply with the limits for a Class B digital device pursuant to CENELEC Product
Emission Standard EN 55 022:1994 (CISPR22) when installed in a Meridian 1 system. These limits are
designed to provide reasonable protection against harmful interference when the equipment is operated in a
commercial environment. This equipment generates, uses and can radiate radio frequency energy, and if not
installed and used in accordance with the instruction manual, may cause harmful interference to radio
communications. Operation of this equipment in a residential area is likely to cause harmful interference in
which case the user will be required to correct the interference at their own expense.
Meridian 1 is a trademark of Nortel Networks Corporation.

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Revision history
February 27th, 2006Release of version 3.01 of this document
Sept 30th,2002 Release of version 2.05 of this document
May 5th, 2002 Draft 2.0.5 Update for 2.05 loadware release
May 5th, 2001 Draft 2.0.1 Added trouble-shooting section.
April 9th, 2001 Draft 2.0. Added description of upgradePCMCIA and Multicard upgrade.
October 13th, 2000 Release 1.1. Added warnings on push button reset and more CLI debug
options.
August 28th, 2000 Release 1.0.
July 19th, 2000 Issue Draft 1.0 updates after final technical review.

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Contents
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Agent Greeting Card Test and Debug Capabilities 17
Self Test Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Factory Test Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
HEX Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Status LED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Reset Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Debug Terminal Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Debug Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
The VxWorks Shell . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
VxWorks Shell Debug Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Fatal Error Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Agent Greeting Application Upgrades . . . . . . . . . 29
Single Card/Common Card Group Upgrade . . . . . . . . . . . . . . . . . . . . 32
Loadware Upgrade from PC Card (PCMCIA) . . . . . . . . . . . . . . . . 32
Loadware Upgrade from an FTP Server . . . . . . . . . . . . . . . . . . . . . 34
Mixed Card Group Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Loadware Upgrade from PC Card (PCMCIA) . . . . . . . . . . . . . . . . 36
Loadware Upgrade from an FTP Server . . . . . . . . . . . . . . . . . . . . . 39
Card Specific Loadware Upgrades . . . . . . . . . . . . 43
VPS(NTVQ09AB) Card DSP Loadware Upgrade . . . . . . . . . . . . . . . 44
DSP Loadware upgrade from PC Card (PCMCIA) . . . . . . . . . . . . 44
DSP Loadware upgrade from an FTP Server . . . . . . . . . . . . . . . . . 45

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NTPH13AA_maint version 3.01 February 2006
Media Card (NTVQ09BA) XA Firmware Upgrade . . . . . . . . . . . . . . 47
XA Upgrade from Compact Flash Card . . . . . . . . . . . . . . . . . . . . . 47
XA Upgrade from an external FTP Server . . . . . . . . . . . . . . . . . . . 48
Media Card (NTVQ09BA) BootROM Loadware Upgrade . . . . . . . . 49
BootROM loadware upgrade from Compact Flash Card. . . . . . . . . 49
BootROM loadware upgrade from an external FTP Server . . . . . . 50
Troubleshooting Agent Greeting . . . . . . . . . . . . . 51
Network Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Greetings not being played . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Debugging Skillset name issues . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Telephony User Interface becoming disabled . . . . . . . . . . . . . . . . . . . 54
Multi-Card operation across routers . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Changing Multi-cast parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Agent Greeting card spontaneous reboots . . . . . . . . . . . . . . . . . . . . . . 55
Restarts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
How to change the role of a card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
How to upgrade PC Card from 48Mb to 64MB . . . . . . . . . . . . . . . . . 57

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List of tables
Table 1: Agent Greeting Hardware Platform Details . . . . . . . . . . . . . . 15
Table 1: Hex Display codes during normal operation . . . . . . . . . . . . . 18
Table 2: HEX Display codes during bootup . . . . . . . . . . . . . . . . . . . . 20
Table 3: IXP1200 Initialisation hex display error codes . . . . . . . . . . . 22
Table 4: Faceplate Mini-DIN Connector pinout . . . . . . . . . . . . . . . . . 22
Table 5: Debug Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Table 6: Multi-card specific debug commands . . . . . . . . . . . . . . . . . . 25
Table 7: Maintenance Task Fatal Errors . . . . . . . . . . . . . . . . . . . . . . . 59
Table 8: Server Task Fatal Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Table 9: VP Application Task Fatal Errors . . . . . . . . . . . . . . . . . . . . . 59
Table 10: Aries Task Fatal Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Table 11: Client Task Fatal Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Page 14 of 66 List of tables
NTPH13AA_maint version 3.01 Februrary 2006

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About this guide
This document describes the maintenance procedures related to the Nortel
Networks Agent Greeting hardware and software.
Table 1below shows the hardware platforms on which Agent Greeting
operates.
Note: The Media Card hardware platform has an NT Number of
NTVQ01BB/NTVQ01BC, but the Agent Greeting compact flash card placed
in the Media Card has an NT number of NTVQ09BA and it is this number
that is used throughout this document to refer to Media Card Agent Greeting.
For new orders of the Agent Greeting product, Media Card (NTVQ09BA)
will be issued rather than VPS (NTVQ09AB).
However, the Agent Greeting Functionality is identical on both platforms.
Nortel Networks Agent Greeting
Nortel Networks Agent Greeting is referred to as Agent
Greeting for the remainder of this document.
Table 1: Agent Greeting Hardware Platform Details
Hardware NT Number Faceplate Label
VPS Card NTVQ09AB Agent Greeting
Media Card NTVQ09BA MC

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NTPH13AA_maint 3.01 February 2006
Also,bothplatformsareinteroperableinan AgentGreetingMulticard Group.
i.e. VPS (NTVQ09AB) and Media Card (NTVQ09BA) can be used together
in the same Agent Greeting group.

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Agent Greeting Card Test and Debug
Capabilities
The Agent Greeting Card provides maintenance and diagnostic features at
various technical levels to identify and clear fault conditions. Also included
are upgrade features which require the user to have access to VxWorks. The
Agent Greeting Card features include:
• Self Test Features
• Factory Test Features
• Debug Features (user name and password required)
• 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
•BIOSdiagnostics
• Base code self tests
Progress information of self tests is available through the serial port on the
Agent Greeting Card.
Factory Test Features
Factory test features include the HEX Display, Status LED and Reset Switch.
HEX Display
The Agent Greeting base card includes a 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 20.
During normal operation the display cycles through the number of enabled
M2616 (Aries) ports, the number of booted DSP ports, the number of
channels authorised by a keycode, and the total channel 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)

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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 channel 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 channel capacity of the Agent Greeting Card is zero.
or
• The card is in maintenance mode.
MAIN The card is in maintenance mode (All ports are
disabled)
Table 1: Hex Display codes during normal operation
Display
Field Meaning

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Reset Switch
A reset switch is provided on the faceplate to allow an operator to manually
reset the card without having to power down. This switch is normally used to
clear a fault condition during setup or during non-traffic periods.
!
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 on a VPS(NTVQ09AB)
Card or T:22 on a Media Card (NTVQ09BA)) re-enable
the card in LD 32 using the ENLC command.
Table 2: HEX Display codes during bootup
Display Code VPS (NTVQ09AB) Definition Media Card (NTVQ09BA)
Definition
T:00 Initialization Initialization
T:01 Testing Internal RAM Testing Internal RAM
T:02 Testing ALU Testing ALU
T:03 Testing address modes Testing address modes
T:04 Testing Boot ROM Testing watchdog
T:05 Testing timers Testing 8051 co-processor
T:06 Testing watchdog Testing timers
T:07 Testing external RAM Testing external RAM
T:08 Testing Host DPRAM Testing done
T:09 Testing DS30 DPRAM Programming timeswitch FPGA
T:10 Testing for presence of dongle
(see note below) Programming ISPDI FPGA
T:11 Testing flash memory Testing host DPRAM
T:12 Programming PCI FPGA Testing DS30 DPRAM
T:13 Programming DS30 FPGA Testing SEEPROM

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Agent Greeting Card Maintenance and Troubleshooting Guide
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 channels for use.
The Agent Greeting Card reports a missing dongle during boot up via a
message on theserial connection. Once a dongle is inserted,the serial number
is reported during boot up.
On Media Card Agent Greeting (NTVQ09BA), if the internal RAM test,
ALU test, address mode test, boot ROM test, timer test or external RAM test
fails, the pack goes into a maintenance loop as no further processing is
possible. If a test fails, “F:XX” appears on the hex display for three seconds
after the “T:13” message, with the “XX” indicating the test that failed. For
example, if the 8051 co-processor test failed, “F:05” is displayed. IF more
than one test fails, the message indicates the first failure.
T:14 Programming CEMUX FPGA Booting IXP1200, waiting for
response from selftest
information.
T:15 Programming DSP FPGA Not used at present
T:16 Testing CEMUX interface Not used at present
T:17 Testing EEPROM Not used at present
T:18 Booting486,waitingforresponse
with self test information Not used at present
T:19 Waiting for application start-up
message from 486 Not used at present
T:20 CardLAN enabled, waiting for
Request Config. Message Waiting for application start-up message from IXP1200
T:21 CardLAN operational, A07
enabled, display now under host
control
CardLAN enabled, waiting for
Request Config. Message
T:22 Not used at present CardLAN operational, A07
enabled, display now under host
control
Table 2: HEX Display codes during bootup
Display Code VPS (NTVQ09AB) Definition Media Card (NTVQ09BA)
Definition

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In addition on Media Card Agent Greeting (NTVQ09BA), if the IXP1200
encountersany failures during it’s initialisation, a “H:XX” error code appears
on the hex display. The list of error codes are as follows:
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 thecompletion ofeach selftest phase, aswell as any detected faults
will be logged to this serial port.
The pinouts for the Mini-DIN Connector, to which the faceplate serial (aka
maintenance) cable connects, are given in Table 4 on page 22.
The terminal connected to the serial port requires these settings: 9600bps, 8
data bits, 1 stop bit, no parity, and no flow control.
Table 3: IXP1200 Initialisation hex display error codes
Display Code Description
H:00 IXP1200 not booting
H:01 SDRAM test failure
H:02 SRAM test failure
H:04 PCMCIA device failure
H:08 Network interface failure
H:10 Meridian interface failure
H:20 DSP interface failure
H:40 NVRAM/EEPROM interface failure
H:80 PCM connector failure
Table 4: Faceplate Mini-DIN Connector pinout
Pin No. Signal Dir Description
1BDTRB- OPort B Data Terminal Ready

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Agent Greeting Card Maintenance and Troubleshooting Guide
Debug Features
While the Agent Greeting Card is booting, the 8051 auxiliary processor has
control of the serial port, and uses it to provide debug information, progress
of self tests, etc. Once the 8051 releases the main processor (i486 on
VPS(NTVQ09AB), IXP1200 on Media Card (NTVQ09BA)) 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
CardLANandTimeCompressionMultiplexing (TCM) signalingbetweenthe
card and the Meridian 1 system.
2BSOUTB- OPort B Serial Data Out
3BSINB- IPort B Serial Data In
4SGND CSignal Ground
5BSINA- IPort A Serial Data In
6BCTSA- IPort A Clear To Send
7BSOUTA- OPort A Serial Data Out
8BDTRA- OPort A Data Terminal Ready
Table 4: Faceplate Mini-DIN Connector pinout
Pin No. Signal Dir Description

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The VxWorks Shell
The VxWorks shell,which is used for doing some basic OA&M (the most
important of which is loadware upgrade),can be accessed via a serial
connection to COM1 or via a telnet connection. The shell is protected from
unauthorized access by a username and password. This password is common
across FTP, telnet and the serial port. 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
shellTimeoutSetn where nisthe desiredtimeoutinseconds.Thecurrentvalue
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
The shell 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.

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Agent Greeting Card Maintenance and Troubleshooting Guide
VxWorks Shell Debug Utilities
Several debug utilities are available from the VxWorks shell which can be
used to print the state of certain global variables. A list of available debug
commands is provide in Table 5.
Table 6: Multi-card specific debug commands
Table 5: Debug Commands
Command Description
clientDebugOn Enable debugging information on TTY interface
clientDebugOff Disable debugging information on TTY interface
printAllErrors Prints logged fatal errors
getAriesState Prints current state of all 32 M2616 (Aries) sets
printAriesState x Prints globals associated with M2616 (Aries) set ‘x’
printVpGlobs Prints all VP globals
printVpChannel x Prints globals associated with VP channel ‘x’
tr “tMaint” Resumes suspended task ‘tMaint’
swInfoGet Prints the loadware, DSP and 8051XA firmware
versions
ifShow Prints the IP and Ethernet addresses
inetstatShow Prints the status of all network links
ping “10.85.15.60”,x Pings IP address 10.85.15.60 ‘x’ number of times.
Press Ctrl-C to stop to return to vxWorks shell.
Command Description
mcHelp list of multi-card debug and maintenance
commands
mcStatus status of the Agent Greeting application and of the
status of the cards in the group
mcShellMCCheckUp runs a series of diagnostic tests. If trouble is
reported about missing tasks, or multicast, or
memory allocation, try to recover in using
mcShellMCRestart command
mcShellPrintLastLog display the LOG info of previous sessions (before
reboot). May contain the reason of previous reboot.
mcShellPrintCurrentLog display the current LOG file (last dbLog_xxx file in
"/A:DEBUG" directory)

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Fatal Error Logging
When the Agent Greeting application encounters a problem which is classed
as a Fatal Error, it will log the error in NVRAM and if relevant print
messages to the vxWorks shell. The Agent Greeting Card is then rebooted. If
aFatalErroris logged three times within acertain period, the tMaint task will
suspenditselfonstartuptopreventfurtherrebootsand allowdebuggingofthe
errors.
mcShellMCRestartAll from Server card only, asks every card in the group
to stop and restart.
mcRebootGroup from Server only, ask every card in the group to
reboot.
mcShellSetMcIP "aa.bb.cc.dd" : sets multicast IP address. If run on a
Server, this information is propagated to other cards
and the group is automatically restarted
mcShellSetMcOptions Display and set multicast options. If run on a
Server,thisinformationispropagatedtoothercards
and the group is automatically restarted.
Multicast options are stored in
"/A:MC/OPTIONS.TXT" file.
Default options are:
IP address: 224.0.0.1
port number: 5300
Time To Live: 1
loop back: 0
mcShellRestoreGroup Server files are restored to every other card in the
group. If some file discrepancy is suspected on
Client cards, this command will force them to be
updated from the current state of the Server.
Expected time: up to 2 hours per Client card
mcUpgradePCMCIA "/A:filename.MMS": from the Server only,
upgrade the loadware image of each card in the
group from a loadware file copied on the PC Card
(PCMCIA) of the Agent Greeting Server card.
Command Description