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