Nortel CallPilot User manual

Nortel CallPilot
600r Server Maintenance and
Diagnostics
NN44200-703
.

Document status: Standard
Document version: 01.04
Document date: 25 April 2007
Copyright © 2007, Nortel Networks
All Rights Reserved.
Sourced in Canada
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, Contact Center,
CS 1000, 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.
CRYSTAL REPORTS is a trademark of Seagate Software Inc.
EUDORA is a trademark of Qualcomm.
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, and WINDOWS NT are trademarks of Microsoft Corporation.
GROUPWISE and NOVELL are trademarks of Novell Inc.
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, In.

RADISYS is a trademark of Radisys Corporation.
SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA.
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.
All other trademarks and registered trademarks are the property of their respective owners.
Information for Japan
Japan Denan statement
The following applies to server models 703t, 1002rp, 1005r and 600r:
Japan VCCI statement
The following applies to server models 703t, 201i, 1002rp, 1005r and 600r:
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.

5
Publication History
April 2007
CallPilot 5.0, Standard 01.04 of the 600r Server Maintenance and
Diagnostics guide is issued for general availability.
April 2007
CallPilot 5.0, Standard 01.03 of the 600r Server Maintenance and
Diagnostics guide is issued for general availability.
April 2007
CallPilot 5.0, Standard 01.02 of the 600r Server Maintenance and
Diagnostics guide is issued for CR review.
February 2007
CallPilot 5.0, Standard 01.01 of the 600r Server Maintenance and
Diagnostics guide is issued for general availability.
Nortel CallPilot
600r Server Maintenance and Diagnostics
NN44200-703 01.04 Standard
5.0 25 April 2007
Copyright © 2007, Nortel Networks
.

6Publication History
Nortel CallPilot
600r Server Maintenance and Diagnostics
NN44200-703 01.04 Standard
5.0 25 April 2007
Copyright © 2007, Nortel Networks
.

7
Contents
Chapter 1 How to get help 11
Chapter 2 Outlining maintenance and diagnostics activities 13
600r server features 13
Maintenance and diagnostics overview 15
Chapter 3 Troubleshooting your CallPilot system 19
Startup diagnostics overview 19
Basic hardware check 19
Power-On Self-Test diagnostics 23
Interpreting BIOS error messages 24
What to do when the server fails to boot into service 27
Performing a hardware shutdown 28
Chapter 4 Using Windows online diagnostic tools 29
Overview 29
Viewing event logs 29
Using TCP/IP diagnostic tools 33
Using the chkdsk utility 40
Chapter 5 Monitoring multimedia hardware 43
Understanding fault management 43
Alarm Monitor 45
Event Browser 46
Channel and Multimedia Monitors 48
The Maintenance screen 48
Viewing component states 51
Starting and stopping components 53
Running integrated diagnostics 56
Viewing the last diagnostic results 58
Working with the Multimedia Monitor 59
Working with the Channel Monitor 60
Chapter 6 Using CallPilot system utilities 63
Overview 63
Diagnostics Tool 64
Nortel CallPilot
600r Server Maintenance and Diagnostics
NN44200-703 01.04 Standard
5.0 25 April 2007
Copyright © 2007, Nortel Networks
.

8Contents
PEP Maintenance utility 65
Session Trace 66
CallPilot System Monitor 68
CPTrace Tool 72
Backup Restore Tool 73
Chapter 7 Replacing basic chassis components 75
Removing and replacing the front bezel 75
Removing and replacing the server cover 77
Removing and replacing the processor air duct 78
Replacing the power supply 80
Replacing a hard drive 82
Replacing the front fan assembly 84
Replacing the MPB96 card 86
Replacing the DVD-ROM/CDRW drive 88
Replacing memory DIMMs 91
Replacing the software feature key 92
Chapter 8 M1/CS 1000 switch connectivity and the MPB96 95
M1/CS 1000 switch connectivity 95
DSP numbering and location 95
Chapter 9 Maintaining the BIOS and system board firmware 97
Configuring the 600r BIOS and firmware 97
600r server display non-default CMOS settings 100
Using the System Setup Utility logs 101
Maintaining the onboard video and network interface 103
Index 105
Procedures
Procedure To run the startup test 20
Procedure To run the POST 23
Procedure To determine why the server failed to boot to Windows 28
Procedure To determine why CallPilot failed to come into service 28
Procedure To use the operating system Event Viewer 30
Procedure To run the ipconfig command from Windows 34
Procedure To run the ping command from Windows 35
Procedure To run the tracert command from Windows 36
Procedure To run the ARP command from Windows 38
Procedure To run the nbtstat command from Windows 39
Procedure To run the netstat command from Windows 40
Procedure To run the chkdsk utility from Windows 41
Procedure To investigate using the Alarm Monitor 45
Procedure To investigate using the Event Browser 47
Procedure To view the state of a hardware component 53
Procedure To start or stop a component 54
Procedure To run a diagnostic test 57
Procedure To view the last diagnostics results 58
Nortel CallPilot
600r Server Maintenance and Diagnostics
NN44200-703 01.04 Standard
5.0 25 April 2007
Copyright © 2007, Nortel Networks
.

Contents 9
Procedure To view or work with multimedia channel states 59
Procedure To view or work with call channel states 60
Procedure To access the Diagnostics Tool 64
Procedure To enable startup diagnostics 65
Procedure To disable startup diagnostics 65
Procedure To access the PEP Maintenance utility 65
Procedure To view a list of all installed PEPs 65
Procedure To access the session trace tool 66
Procedure To find a session 67
Procedure To access the CallPilot System Monitor 68
Procedure To access CPTrace Tool 72
Procedure To remove the front bezel 76
Procedure To replace the front bezel 76
Procedure To remove the server cover 77
Procedure To replace the server cover 78
Procedure To remove the processor air duct 78
Procedure To replace the processor air duct 79
Procedure To replace the power supply 80
Procedure To replace a SCSI hard drive 82
Procedure To replace the front fan assembly 84
Procedure To replace the MPB96 card 87
Procedure To replace the DVD drive 88
Procedure To replace the DIMM cards 91
Procedure To replace the software feature key 92
Procedure To display the Nortel CallPilot Image Menu 98
Procedure To upgrade or configure the BIOS 99
Procedure To view SSU logs 102
Procedure To clear SSU logs 102
Procedure To save SSU logs to a USB media drive 103
Nortel CallPilot
600r Server Maintenance and Diagnostics
NN44200-703 01.04 Standard
5.0 25 April 2007
Copyright © 2007, Nortel Networks
.

10 Contents
Nortel CallPilot
600r Server Maintenance and Diagnostics
NN44200-703 01.04 Standard
5.0 25 April 2007
Copyright © 2007, Nortel Networks
.

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:
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
lets you:
•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).
Outside North America, go to the following Web site to obtain the phone
number for your region:
www.nortel.com/callus
Nortel CallPilot
600r Server Maintenance and Diagnostics
NN44200-703 01.04 Standard
5.0 25 April 2007
Copyright © 2007, Nortel Networks
.

12 Chapter 1 How to get help
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:
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.
Nortel CallPilot
600r Server Maintenance and Diagnostics
NN44200-703 01.04 Standard
5.0 25 April 2007
Copyright © 2007, Nortel Networks
.

13
Chapter 2
Outlining maintenance and diagnostics
activities
In this chapter
"600r server features" (page 13)
"Maintenance and diagnostics overview" (page 15)
600r server features
Front control panel and features
The following diagram shows the front view of the 600r server chassis with
the bezel cover on. When the bezel cover is on, the control panel, USB
connector, the front serial port, and the DVD-ROM/CDRW drive are visible.
With the bezel cover removed, the electrostatic discharge (ESD) connection
and the hard drive are accessible.
Figure 1
Front panel (600r)
The following diagram shows the front panel controls and status LEDs.
Nortel CallPilot
600r Server Maintenance and Diagnostics
NN44200-703 01.04 Standard
5.0 25 April 2007
Copyright © 2007, Nortel Networks
.

14 Chapter 2 Outlining maintenance and diagnostics activities
Figure 2
Front panel controls and LEDs
Note: The faults described in the following table are hardware faults and
are independent of CallPilot application faults.
Table 1
600r Hardware Faults
Lab
el Control or feature Lab el Control or feature
A Power button M NMI button (not used)
B Reset button L ID button
C Critical alarm LED K System ID LED (white)
D Major fault LED J Network Interface Card (NIC)
activity LED (green)
E Minor fault LED I Main power LED (green)
F Power LED H not used
G Disk 0 - activity (green) fault
(amber)
Rear panel controls and features
The following diagram shows the back panel controls and features of
the 600r. The AC power supply bank is on the right (E). The Peripheral
Component Interconnect (PCI) card bracket is in the middle of the back
panel while the connectors and ports are along the bottom and left side.
Note: Nortel provides only AC power supply. The server works with a
DC-to-AC converter, however, you must ensure the converter meets the
AC requirements specified on the label of the power supply cover. To
Nortel CallPilot
600r Server Maintenance and Diagnostics
NN44200-703 01.04 Standard
5.0 25 April 2007
Copyright © 2007, Nortel Networks
.

Maintenance and diagnostics overview 15
access the power supply cover, remove the server cover. For more
information about how to remove the server cover, see "Removing and
replacing the server cover" (page 77).
Figure 3
Rear panel controls and features
Label Control or feature Lab
el Control or feature
A USB 0, USB 1, USB 2
(labelled 0, 1, 2 on server,
from the bottom up.)
G Ground studs *
B PS/2 mouse H RJ45 NIC 2 Embedded
Local Area Network (ELAN)
connector for the ELAN
subnet (engraved 2 on server)
C SCSI port I RJ45 NIC 1 Customer
Local Area Network (CLAN)
connector for Nortel server
subnet (engraved 1 on server)
D PCI card bracket
(full-height) for MPB96 J Video connector
E Power supply K COM1 DB-9 serial port
F AC power input L PS/2 keyboard connector
* Used with DC server input power supplies. This option is not available and
not supported by Nortel.
Maintenance and diagnostics overview
When you purchase your CallPilot server, the Windows operating system
and CallPilot server software are already installed on your system.
The maintenance and diagnostic activities discussed in this guide are
divided into two groups of activities:
•troubleshooting and diagnostics (identifying the cause of system
problems and resolving them)
•performing hardware maintenance
Nortel CallPilot
600r Server Maintenance and Diagnostics
NN44200-703 01.04 Standard
5.0 25 April 2007
Copyright © 2007, Nortel Networks
.

16 Chapter 2 Outlining maintenance and diagnostics activities
This guide is for administrators, technicians, and engineers responsible for
maintaining a CallPilot server. This guide assumes that you have basic
computing skills and are familiar with the necessary safety procedures.
If you are not able to resolve your system problem with the resources
described in this guide, you can also refer to the Troubleshooting Guide
(NN44200-700)
Note: Nortel continually updates the Troubleshooting Guide,
which is available from the Partner Information Center (PIC) at
www.nortel.com/pic.
The "Starting up and shutting down the CallPilot server" chapter in the
Installation and Configuration Task List (NN44200-306) explains how to
restart, shut down, and power up the CallPilot server. The system can ask
you to perform one or more of these tasks while maintaining your server.
Preparing for maintenance activities
Before you proceed with hardware maintenance activities, review the
600r Server Hardware Installation (NN44200-307) guide for the following
information:
•required tools and equipment
•recommended safety precautions for electrostatic discharge, handling
cards, and handling your server
Reference documents
For a list of all CallPilot documents, see the following CallPilot Customer
Documentation Map.
Nortel CallPilot
600r Server Maintenance and Diagnostics
NN44200-703 01.04 Standard
5.0 25 April 2007
Copyright © 2007, Nortel Networks
.

Maintenance and diagnostics overview 17
Nortel CallPilot
600r Server Maintenance and Diagnostics
NN44200-703 01.04 Standard
5.0 25 April 2007
Copyright © 2007, Nortel Networks
.

18 Chapter 2 Outlining maintenance and diagnostics activities
Nortel CallPilot
600r Server Maintenance and Diagnostics
NN44200-703 01.04 Standard
5.0 25 April 2007
Copyright © 2007, Nortel Networks
.

19
Chapter 3
Troubleshooting your CallPilot system
In this chapter
"Startup diagnostics overview" (page 19)
"Basic hardware check" (page 19)
"Power-On Self-Test diagnostics" (page 23)
"Interpreting POST diagnostics" (page 23)
"Interpreting BIOS error messages" (page 24)
"What to do when the server fails to boot into service" (page 27)
"Performing a hardware shutdown" (page 28)
Startup diagnostics overview
This section contains procedures for interpreting the startup diagnostics on
the 600r server.
Types of startup diagnostics
The following types of startup diagnostics are available on the server:
•basic hardware check (front panel LEDs)
•Power-On Self-Test (POST) diagnostics
These diagnostics are available at initial system startup or after any 600r
server reset.
Basic hardware check
This section describes some basic checks that you can do when you start
up the server.
Note: The server faults described in the following table are hardware
related and are independent of CallPilot application faults.
Nortel CallPilot
600r Server Maintenance and Diagnostics
NN44200-703 01.04 Standard
5.0 25 April 2007
Copyright © 2007, Nortel Networks
.

20 Chapter 3 Troubleshooting your CallPilot system
To run the startup test
Step Action
1Turn on the server (A) and observe the front panel display.
Figure 4
600r server front controls and LEDs.
Result: All the LEDs on the front panel illuminate for a few seconds.
Table 2
Front panel
Label Description
A Power button
B Reset button
C Critical fault LED
D Major fault LED
E Minor fault LED
F Power LED
G Disk 0 Activity (green) Fault LED
(amber)
H not used
I Main power LED (green)
J NIC activity LED (green)
K System ID LED (white)
L ID button
M NMI button (not used)
Nortel CallPilot
600r Server Maintenance and Diagnostics
NN44200-703 01.04 Standard
5.0 25 April 2007
Copyright © 2007, Nortel Networks
.