Nortel 201i Setup guide

CallPilot
Release 4.0
Document Number: 555-7101-119
Document Version: Standard 1.05
October 2006
201i Server Maintenance and
Diagnostics

Standard 1.05
2CallPilot
Copyright © 2006 Nortel Networks.
All Rights Reserved.
The information in this document is subject to change without notice. The
statements, configurations, technical data, and recommendations in this
document are believed to be accurate and reliable, but are presented
without express or implied warranty. Users must take full responsibility
for their applications of any products specified in this document. 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 is proprietary to Nortel Networks. Any
other use of the data and the transmission process is a violation of the user
license unless specifically authorized in writing by Nortel Networks prior
to such use. Violations of the license by alternative usage of any portion of
this process or the related hardware constitutes grounds for an immediate
termination of the license and Nortel Networks reserves the right to seek
all allowable remedies for such breach.
Trademarks
*Nortel Networks, the Nortel Networks logo, the Globemark, and Unified
Networks, BNR, CallPilot, DMS, DMS-100, DMS-250, DMS-MTX,
DMS-SCP, DPN, Dualmode, Helmsman, IVR, MAP, Meridian, Meridian
1, Meridian Link, Meridian Mail, Norstar, SL-1, SL-100, Succession,
Supernode, Symposium, Telesis, and Unity are trademarks of Nortel
Networks.
3COM is a trademark of 3Com Corporation.
ADOBE is a trademark of Adobe Systems Incorporated.
ATLAS is a trademark of Quantum Corporation.
BLACKBERRY is a trademark of Research in Motion Limited.

October 2006
201i Server Maintenance and Diagnostics 3
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.

Standard 1.05
4CallPilot
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.
Information for Japan
Japan VCCI statement
The following applies to server models 1005r, 703t, 201i, and 1002rp:
この装置は、情報処理装置等電波障害自主規制協議会 (VCCI) の規定に基づくク
ラス A 装置です。この装 置を家庭環境で使用すると電波妨害を引き起こすこと
があります。この場合には使用者が適切な対策を取るように要求されることがあ
ります。
This is a Class A product based on the standard of the Voluntary Control
Council for Interference by Information Technology Equipment (VCCI). If
this equipment is used in a domestic environment, radio disturbance may
occur, in which case, the user may be required to take corrective action.

October 2006 Publication history
201i Server Maintenance and Diagnostics 5
Publication history
October 2006 CallPilot 4.0, Standard 1.05 of the 201i Server
Maintenance and Diagnostics is issued for general
release.
October 2006 CallPilot 4.0, Standard 1.04 of the 201i Server
Maintenance and Diagnostics is issued to add a
graphic.
December 2005 CallPilot 4.0, Standard 1.03 of the 201i Server
Maintenance and Diagnostics is issued to add a
graphic.
July 2005 CallPilot 4.0, Standard 1.02 of the 201i Server
Maintenance and Diagnostics is issued to add a
Task List.
July 2005 CallPilot 4.0, Standard 1.01 of the 201i Server
Maintenance and Diagnostics is issued to add a
Task List.
July 2005 CallPilot 4.0, Standard 1.0 of the 201i Server
Maintenance and Diagnostics is issued for general
release.
November 2004 CallPilot 3.0, Standard 1.0; CallPilot Installation
and Configuration, 201i Server Maintenance and
Diagnostics; title of book changed; revisions for
change of operating system from Windows NT to
Windows 2003.
September 2002 Standard 1.0 of CallPilot Installation and
Configuration, Part 5: 201i Server Maintenance
and Diagnostics is released for CallPilot 2.0
general release.

6CallPilot
Publication history Standard 1.05
.
Fundamentals
CallPilot Fundamentals Guide (555-7101-010)
Planningand Engineering
Data Networking for Voice over IP Guide (553-3001-160)
Network Planning Guide (555-7101-102)
Installation and Configuration
Installation and Configuration Task List Guide (555-7101-210)
Upgrade and Platform Migration Guide (555-7101-207)
Server Installation Guides
201i Server Hardware Installation Guide (555-7101-220)
703t Server Hardware Installation Guide (555-7101-226)
1002rp Server Hardware Installation Guide (555-7101-205)
1005r Server Hardware Installation Guide (555-7101-228)
Configuration and TestingGuides
Meridian 1 and CallPilot Server Configuration Guide (555-7101-222)
T1/SMDI and CallPilot Server Configuration Guide (555-7101-224)
Succession 1000 System and CallPilot Server Configuration Guide (555-7101-510)
Unified MessagingSoftware Installation
Desktop Messaging and MyCallPilot Installation Guide (555-7101-505)
Administration
Administrator's Guide (555-7101-301)
Software Administration and Maintenance Guide (555-7101-202)
Desktop Messaging and MyCallPilot Administration Guide (555-7101-503)
Meridian Mail to CallPilot Migration Guide (555-7101-801)
Application Builder Guide (555-7101-325)
Reporter Guide (555-7101-310)
Maintenance
Tr o ubleshooting Guide (555-7101-501)
Server Maintenance and Diagnostics
201i Server Maintenance and Diagnostics Guide (555-7101-119)
703t Server Maintenance and Diagnostics Guide (555-7101-227)
1002rp Server Maintenance and Diagnostics Guide (555-7101-206)
1005r Server Maintenance and Diagnostics Guide (555-7101-512)
Symposium, M1/Succession 1000, and Voice Processing Guide (297-2183-909)
End User Information
End User Cards End User Guides
CallPilot Customer Documentation Map
Unified Messaging Quick Reference Card
Unified Messaging Wallet Card
A-Style Command Comparison Card
S-Style Command Comparison Card
MenuInterface Quick Reference Card
Alternate Command Interface Quick Reference Card
Multimedia Messaging User Guide
Speech Activated Messaging User Guide
Desktop Messaging User Guide for Microsoft Outlook
Desktop Messaging User Guide for Lotus Notes
Desktop Messaging User Guide for Novell Groupwise
Desktop Messaging User Guide for Internet Clients
MyCallPilot User Guide
Planning and Engineering Guide (555-7101-101)

201i Server Maintenance and Diagnostics 7
Task List
Troubleshooting your CallPilot system ............................ 21
To determine why the 201i server failed the 8051 startup .............. 43
To determine why the 201i server failed to start CallPilot ............... 44
Using the operating system online diagnostic tools ....... 45
To use the operating system Event Viewer..................................... 50
To run the ipconfig command from the operating system ............... 54
To run the ping command from the operating system..................... 56
To run the tracert command from the operating system ................. 57
To run the arp command from the operating system ...................... 59
To run the nbtstat command from the operating system................. 61
To run the netstat command from the operating system................. 62
Using CallPilot Manager to monitor hardware ................. 63
To investigate using the Alarm Monitor ........................................... 69
To investigate using the Event Browser .......................................... 72
To viewthe state of a hardware component .................................. 84
To start or stop a component .......................................................... 87
To run a diagnostic test ................................................................... 91
To viewthe last diagnostics result .................................................. 94
To viewor work with multimedia channel states ............................. 99
To viewor work with call channel states ....................................... 101
Using CallPilot system utilities ........................................ 103
To access the Diagnostics Tool .................................................... 106
To enable startup diagnostics ....................................................... 106
To disable startup diagnostics....................................................... 107
To access the PEP Maintenance utility ......................................... 108
To viewa list of all installed PEPs................................................. 109
To access the System Monitor ...................................................... 110
To access the session trace tool ................................................... 116
To find a session ........................................................................... 117

Task List Standard 1.05
8CallPilot
Performing hardware maintenance and
mechanical assembly ....................................................... 119
To remove the server from the switch ........................................... 121
To replace the server .................................................................... 123
To remove the IDE hard drive ....................................................... 129
To install the hard drive ................................................................. 133
To replace the software feature key .............................................. 135
To remove an MPC ....................................................................... 139
To install an MPC-8card............................................................... 141

201i Server Maintenance and Diagnostics 9
Contents
1How to get Help 11
2About this guide 13
Maintenance and diagnostics overview . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Resolving system problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Replacing hardware components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
3Troubleshooting your CallPilot system 21
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Section A: LED and HEX displays 23
Status LEDs and HEX display location . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Interpreting the power status LED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Interpreting the MPC slot LEDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Interpreting the network and drive activity LEDs . . . . . . . . . . . . . . . . . . . 28
Interpreting the HEX display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Section B: Startup diagnostics 35
Startup diagnostic codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Startup sequence description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Troubleshooting startup problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
4Using the operating system online diagnostic tools 45
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Viewing event logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Using TCP/IP diagnostic tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
5Using CallPilot Manager to monitor hardware 63
Understanding fault management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Contents Standard 1.05
10 CallPilot
Section A: Tools for isolating and fixing hardware problems 65
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Alarm Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Event Browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Maintenance page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Channel and Multimedia Monitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Section B: Working with the Maintenance page 77
Introducing the Maintenance page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Viewing component states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Starting and stopping components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Running integrated diagnostics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Viewing the last diagnostic results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Section C: Working with the Multimedia and
Channel Monitors 97
Working with the Multimedia Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Working with the Channel Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
6Using CallPilot system utilities 103
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Diagnostics Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
PEP Maintenance utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
System Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Session Trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
7Performing hardware maintenance and mechanical
assembly 119
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Removing the server from the switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Replacing the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Replacing the IDE hard drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Replacing the software feature key. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Replacing Multimedia Processing Cards . . . . . . . . . . . . . . . . . . . . . . . . . 137
Index 143

201i Server Maintenance and Diagnostics 11
Chapter 1
How to get Help
This section explains how to get help for Nortel products and services.
Getting Help from the Nortel Web site
The best way to get technical support for Nortel products is from the Nortel
Technical Support Web site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and
tools to address issues with Nortel products. More specifically, the site
enables you to:
download software, documentation, and product bulletins
search the Technical Support Web site and the Nortel Knowledge Base
for answers to technical issues
sign up for automatic notification of new software and documentation for
Nortel equipment
open and manage technical support cases
Getting Help over the phone from a Nortel Solutions Center
If you don’t find the information you require on the Nortel Technical
Support Web site, and have a Nortel support contract, you can also get help
over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).

Howto get Help Standard 1.05
12 CallPilot
Outside North America, go to the following Web site to obtain the phone
number for your region:
http://www.nortel.com/callus
Getting Help from a specialist by using an Express Routing
Code
To access some Nortel Technical Solutions Centers, you can use an Express
Routing Code (ERC) to quickly route your call to a specialist in your Nortel
product 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 reseller
If you purchased a service contract for your Nortel product from a
distributor or authorized reseller, contact the technical support staff for that
distributor or reseller.

201i Server Maintenance and Diagnostics 13
Chapter 2
About this guide
In this chapter
Maintenance and diagnostics overview14
Resolving system problems 16
Replacing hardware components 18

About this guide Standard 1.05
14 CallPilot
Maintenance and diagnostics overview
Introduction
The maintenance and diagnostic activities discussed in this guide are
divided into two groups of activities:
troubleshooting and diagnostics (identifying the cause of and resolving
system problems)
performing hardware maintenance
For a list of CallPilot documentation, see the document map on page 6.
Who should read this guide
This guide is for administrators, technicians, and engineers responsible for
maintaining a CallPilot server. It is intended to act as a guide for:
using system tools to identify the cause of system problems
installing, replacing, or upgrading hardware components
This guide assumes that you have basic computing skills and are familiar
with necessary safety procedures. For more information about safety, refer
to CallPilot Fundamentals (555-7101-101).
Resolving system problems
This guide describes how to use a variety of CallPilot resources for
resolving system problems.
If you cannot resolve your problem with the resources described in this
guide, you can also refer to the following documents:
CallPilot Administrator’s Guide (555-7101-301)

October 2006 About this guide
201i Server Maintenance and Diagnostics 15
CallPilot Troubleshooting Guide (555-7101-501)
Note: For more details, see “Resolving system problems” on page 16.
Preparing for hardware or software maintenance
The CallPilot Installation and Configuration Task List (555-7101-210)
explains how to restart, shut down, and power up the CallPilot server. You
may be asked to perform one or more of these tasks while maintaining your
server.
Performing hardware maintenance
Chapter 7, “Performing hardware maintenance and mechanical assembly,”
explains how to replace hardware components. For more details, see
“Replacing hardware components” on page 18.
Rebuilding the CallPilot system
When you purchased your CallPilot server, it came pre-installed with the
operating system and CallPilot server software. If your CallPilot server no
longer functions because of a software problem, you may need to reinstall
the CallPilot software or rebuild the system.
To locate instructions for these tasks, refer to the CallPilot Software
Administration and Maintenance Guide (555-7101-202).
.

About this guide Standard 1.05
16 CallPilot
Resolving system problems
Introduction
Chapters 2 to 5 in this guide describe how to use a variety of CallPilot
resources for resolving system problems.
If you cannot resolve your problem with the resources described in this
guide, you can also refer to the following documents:
CallPilot Administrator’s Guide (555-7101-301)
CallPilot Troubleshooting Guide (555-7101-501)
Using this guide
This guide provides instructions for using the resources provided by your
201i server, as follows:
To See
interpret the LEDs on the
201i server
Chapter 3, “Troubleshooting your
CallPilot system”
interpret startup sequence
and diagnostic codes
Chapter 3, “Troubleshooting your
CallPilot system”
use the operating system
diagnostic tools, including Event
Viewer and TCP/IP diagnostic
tools
Chapter 4, “Using the operating
system online diagnostic tools”
use the Event Browser, Alarm
Monitor, and Maintenance
page in CallPilot Manager
Chapter 5, “Using CallPilot Manager
to monitor hardware”

October 2006 About this guide
201i Server Maintenance and Diagnostics 17
Using the CallPilot Administrator’s Guide
The CallPilot Administrator’s Guide (NTP 555-7101-301) provides
valuable information for monitoring system performance. The CallPilot
Administrator’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 Guide
The CallPilot Troubleshooting Guide (555-7101-501) describes symptoms
that can appear on all CallPilot server platforms, and ways to resolve them.
Use the CallPilot Troubleshooting Guide to resolve the following types of
problems:
server boot cycle failures
peripheral device problems
monitor display problems
server-to-network connection problems
remote access connection problems
CallPilot application problems
use the following CallPilot
system utilities:
Diagnostics Tool
System Monitor
Chapter 6, “Using CallPilot system
utilities”
To See

About this guide Standard 1.05
18CallPilot
Replacing hardware components
Introduction
This guide describes how to replace or install hardware components as
follows:
Approved replacement parts
Before replacing any parts on your server, refer to the Nortel*product
catalog for the part codes.
To replace or install See
the 201i server (in the event
of a complete system failure)
“Replacing the server” on page 123
the hard drive “Replacing the IDE hard drive” on
page 128
the software feature key
(dongle)
“Replacing the software feature key”
on page 135
MPC-8 cards “Replacing Multimedia Processing
Cards” on page 137
.
CAUTION
Risk of system damage
The use of parts that are not approved by Nortel can cause
serious system problems or void your Nortel warranty.

October 2006 About this guide
201i Server Maintenance and Diagnostics 19
Preparing for maintenance activities
Before you proceed with hardware maintenance activities, review the
CallPilot Installation and Configuration Task List (555-7101-210) for the
following information:
required tools and equipment
recommended safety precautions for electrostatic discharge, handling
cards, and handling your server
instructions for shutting down your 201i server or for taking it out of
service

About this guide Standard 1.05
20 CallPilot