Nortel HMS400 Operating manual

Nortel Communication Server 1000
Hospitality Messaging Server 400
Maintenance Guide
Document Number: NN42350-101
Document Release: 4.0
Date: April 2006
Year Publish FCC TM
Copyright © 2006 Nortel Networks. All rights reserved.
Produced 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.
Nortel, Nortel (Logo), the Globemark, SL-1, Meridian 1, and Succession are trademarks of
Nortel Networks.

April 2006
Revision History
Date Version Description
6-Oct-04 V1.0 HMS400 Maintenance Guide
17-Jun-05 V2.0 HMS400 Maintenance Guide
6-Oct-05 V3.0 HMS400 Maintenance Guide
15 April-06 V4.0 HMS400 Maintenance Guide
NTP Number and Nortel Logo change
Denan Regulatory Compliance
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Table Of Contents
Revision History .......................................................................3
Chapter 1: About This Guide ..................................................9
General Introduction ........................................................................................................... 11
Introduction .......................................................................................................................... 11
Definition .............................................................................................................................................. 11
Maintenance Overview........................................................................................................ 11
Introduction .......................................................................................................................................... 11
Who should read this guide ................................................................................................................ 11
Chapter Overview................................................................................................................................12
Chapter 2: Session Trace on HMS 400 Software ...............15
Voice Engine (Atlas) Session Trace.................................................................................. 17
Visual Layout ....................................................................................................................................... 17
Menu Icon ............................................................................................................................................ 17
Sessions Traces .................................................................................................................................. 18
Database Transactions Trace via DBEngine ................................................................... 18
Voice Server Tab................................................................................................................................. 19
PMSI Tab ............................................................................................................................................. 20
Medusa Server Connection and Communication Trace................................................ 20
Minibar Transactions Trace via MinibarSender............................................................... 22
PMS Transactions Trace via PMSI Module ...................................................................... 22
System Logs......................................................................................................................... 26
Chapter 3: Backup and Restore ...........................................29
Backup and Restore of HMS 400 Software ...................................................................... 31
Backup Function.................................................................................................................................. 31
Restoring the System.......................................................................................................................... 35
Backup and Restore Logs .................................................................................................................. 37
Restoring the System from Image Disk............................................................................ 37
Restoring user data and system configuration .................................................................................. 38
Chapter 4: Channel Expansion.............................................41
Installing the Dialogic Card ................................................................................................ 43
Configuring Dialogic Card.................................................................................................. 46
Checking the Channels....................................................................................................................... 51
Testing the Channels .......................................................................................................... 52
Channel Integrity Test ......................................................................................................................... 52
Call Transfer Test ................................................................................................................................53
Chapter 5: Configuring Remote Access .............................59
Overview ............................................................................................................................... 61
Installing and Configuring USB Modem........................................................................... 61
Configuring pcAnywhere.................................................................................................... 61
To specify remote PC callers.............................................................................................................. 61
Changing pcAnywhere Caller Account Password............................................................................. 68
Chapter 6: Installing Enhancement Packages ...................71
About PEPs........................................................................................................................... 73
Connecting the Server to customer LAN ......................................................................... 73
To connect the server to the customer LAN ...................................................................................... 73
How to acquire new PEPs .................................................................................................. 74
Readme files........................................................................................................................................ 75
Installing PEP Packages..................................................................................................... 75
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To install a PEP package from a PEP CD ......................................................................................... 75
To Install a PEP after downloading from the ESPL site .................................................................... 76
To uninstall a PEP ............................................................................................................................... 78
Displaying Installed PEPs ................................................................................................................... 78
Installing the Intelligent PEP .............................................................................................. 81
Chapter 7: Troubleshooting HMS 400 Hardware ...............83
Overview ............................................................................................................................... 85
Introduction .......................................................................................................................................... 85
LED locations....................................................................................................................................... 85
Network LED states............................................................................................................................. 86
Hard drive LED states ......................................................................................................................... 86
Power/sleep LED states...................................................................................................................... 86
System status LED.............................................................................................................................. 87
Tape drive LED states......................................................................................................................... 87
CD-ROM drive LED states.................................................................................................................. 88
Interpreting rear panel LEDs .............................................................................................. 89
Introduction .......................................................................................................................................... 89
Blue LED.............................................................................................................................................. 89
Interpreting Beep Codes..................................................................................................... 89
Types of beep codes........................................................................................................................... 89
BIOS recovery beep codes................................................................................................................. 89
Bootblock error beep codes................................................................................................................ 89
Bootblock error 3-beep codes............................................................................................................. 90
SCSI controller diagnostics................................................................................................ 91
BIOS initialization................................................................................................................................. 91
Introduction .......................................................................................................................................... 91
When the HMS 400 server does not boot and there are no audible beeps..................................... 91
When the HMS 400 server does not boot and the system board LED is red.................................. 91
When the HMS 400 server does not boot and makes audible beeps.............................................. 92
System Event Log................................................................................................................ 92
To display the System Event Log....................................................................................................... 92
To view the contents of the system event log file .............................................................................. 94
Chapter 8: Replacing Basic Chassis Components ...........95
Preparing the server for hardware maintenance ............................................................ 97
Denan Regulatory Compliance (For Japan Only) ............................................................................. 98
To disconnect the power and peripheral device cables .................................................................... 98
To remove the chassis feet............................................................................................................... 100
Removing the Side Cover................................................................................................. 100
To remove the side cover ................................................................................................................. 100
Removing and Replacing the Upper Fan Holder Foam ............................................... 101
Installing the fan holder foam............................................................................................................ 102
Replacing the Side Cover ................................................................................................. 103
Replacing System Fans .................................................................................................... 103
Replaceable fan locations................................................................................................................. 104
Replacing Front System Fan ............................................................................................................ 105
Replacing Rear System Fan............................................................................................................. 107
Replacing The Processor Fan .......................................................................................................... 108
Chapter 9: Replacing Media Drives ...................................111
Replacing a hard drive ...................................................................................................... 113
Hard drive description ....................................................................................................................... 113
SCSI drive cabling ............................................................................................................................. 113
Hard drive configuration .................................................................................................................... 113
Filler panels and EMI shields............................................................................................................ 114
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Hard drive installation overview ........................................................................................................ 115
To remove a hard drive from the server........................................................................................... 115
To install a new hard drive in the drive carrier ................................................................................. 116
To install the hard drive ..................................................................................................................... 116
Installing/Replacing a Tape Drive.................................................................................... 117
Introduction ........................................................................................................................................ 117
Filler panels and EMI shields............................................................................................................ 118
Tape drive configuration.................................................................................................................... 118
Tape drive installation overview........................................................................................................ 119
To remove the tape drive .................................................................................................................. 119
To install a new or replacement tape drive ...................................................................................... 120
Replacing the CD-ROM Drive........................................................................................... 121
Introduction ........................................................................................................................................ 121
CD-ROM drive installation overview................................................................................................. 121
To remove the CD-ROM drive.......................................................................................................... 121
To install a replacement CD-ROM drive .......................................................................................... 122
Replacing the floppy disk drive ....................................................................................... 122
Introduction ........................................................................................................................................ 122
To remove the floppy disk drive........................................................................................................ 123
To install a replacement floppy disk drive ........................................................................................ 124
Chapter 10: Working with DIMMs and The CPU...............127
Replacing or adding baseboard DIMMs ......................................................................... 129
Introduction ........................................................................................................................................ 129
DIMM sizes and compatibility ........................................................................................................... 129
DIMM removal and installation diagram........................................................................................... 129
To remove baseboard DIMMs.......................................................................................................... 130
To install baseboard DIMMs............................................................................................................. 130
Replacing the CPU............................................................................................................. 131
Introduction ........................................................................................................................................ 131
CPU replacement package contents................................................................................................ 131
To remove the faulty CPU................................................................................................................. 131
To install a new CPU......................................................................................................................... 134U
Chapter 11: Working with System BIOS ...........................139
Overview ............................................................................................................................. 141
BIOS release ..................................................................................................................................... 141
To determine the BIOS release ........................................................................................................ 141
BIOS Settings ..................................................................................................................... 141
Main.................................................................................................................................................... 141
Advanced ........................................................................................................................................... 142
Security .............................................................................................................................................. 143
Server................................................................................................................................................. 143
Boot .................................................................................................................................................... 143
Updating and configuring the BIOS................................................................................ 144
BIOS update availability .................................................................................................................... 144
To update the BIOS........................................................................................................................... 144
To Configure the BIOS...................................................................................................................... 144
Recovering From Corrupted CMOS and BIOS .............................................................. 145
To recover from a corrupted CMOS................................................................................................. 145
To recover from a corrupted BIOS ................................................................................................... 145
Jumper locations and settings .......................................................................................................... 146
Appendix A: Log File Examples.........................................147
Atlas log files ...................................................................................................................... 149
DBengine Log Files ........................................................................................................... 151
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PMSI Log Files.................................................................................................................... 154
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Chapter 1:
About This Guide
In This Chapter:
General Introduction 11
Introduction 11
Maintenance Overview 11
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General Introduction
Introduction
The hospitality industry and hospitals have a unique business situation that requires a specialized
voice messaging system. The constant turnover of guests creates special requirements for the
voice mail system. Hospitality Messaging Server 400 (HMS 400) is a voice messaging system
designed specifically for the hospitality industry. Typical customers would include hotels, inns,
resorts and time-share properties.
Definition
The HMS 400 provides specialized functions for the hospitality industry by providing automated
voice messaging services for hotel staff and guests. The main applications of the HMS 400
system consist of:
•Guest and staff voicemail
•Auto Wakeup
•Room (Maid) Status
•Minibar Posting
•Interface to the hotel Property Management system (PMS).
HMS 400 also interfaces with most major PMS Systems (Fidelio, HIS, Maxial, IFCA, Lanmark,
Hogatex, GEAC, etc.)
HMS 400 has a built-in interface to the switch using Nortel Meridian PMSI Release 4.0 protocol. A
standard system has 8 channels and upgradeable up to 40 channels. The system also supports
multi-server configurations of up to 3 servers providing a total of 120 channels for the entire
solution.
Maintenance Overview
Introduction
The maintenance and diagnostic activities discussed in this guide are divided into five groups of
activities:
•HMS 400 software diagnostics (introduces the diagnostics and trace tools available on the
HMS 400)
•Recovery and rebuilding the HMS 400 server procedures
•Expanding Channels and Updates
•Troubleshooting of HMS 400 Server hardware
•Hardware maintenance
Who should read this guide
This guide is for administrators, technicians, and engineers responsible for maintaining the HMS
400 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
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This guide assumes that you have basic computing skills, and are familiar with necessary safety
procedures.
Chapter Overview
Chapter 2: Session Trace on HMS 400 Software
This chapter provides information on the trace and diagnostics tools available on the HMS 400.
Also shows the debug screens and packets flow between the HMS 400 components.
Chapter 3: Backup and Restore
This chapter lays down the procedures for backing up the system-critical files and restoring the
system in the event of corruption or hard disk failures. Introduces the different backup methods
available as well as how to rebuild the HMS 400 system from the Recovery CDs.
Chapter 4: Channel Expansion
This chapter outlines the procedures on how to expand the channel capacity of the system. This
includes how to install and configure additional voice cards in your system and also testing of
channels of your newly installed voice cards.
Chapter 5: Configuring Remote access
This chapter instructs on how to configure the modem and pcAnywhere software to enable remote
access. This service is important for support representatives to conduct diagnostics, upload
patches and other administrative functions on the HMS 400 server from a remote location.
Chapter 6: Installing Enhancement Packages
This chapter guides the user on how to obtain and install patches and enhancement packages.
Chapter 7: Troubleshooting HMS 400 Hardware
This chapter illustrates basic hardware troubleshooting procedures using resources available on
your HMS 400 Server. Some of the topics covered are:
•Interpreting panel LEDs
•SCSI controller diagnostics
•System event logs
Chapter 8: Replacing Basic Chassis Components
This chapter explains how to remove, replace and install chassis components, for example,
removing and replacing side covers and system fans. The procedures in this chapter are important
and may be required to be done before replacing media drives in chapter 9 as well as working with
DIMMs and CPU in chapter 10.
Chapter 9: Replacing Media Drives
This chapter shows how to remove and replace media drives, such as tape drive, hard disk, CD-
ROM and floppy drive. Some of the media drives such as tape drive may be an optional item that
does not come from the factory, so the instructions in this chapter will come in handy if you need to
install such media drives.
Chapter 10: Working with DIMMs and CPU
This chapter provides instructions on how to remove and replace DIMMs (or add) and CPU on the
HMS 400 server.
Chapter 11: Working with System BIOS
Although you are not advised to change the factory settings of the CMOS and the BIOS, the
guidelines in this chapter will provide the necessary settings, information, and procedures that you
may require in the event of corruption, to fix discovered bugs, or to support new hardware
standards.
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Appendix A: HMS400 Log Files Examples
This section covers the most commonly used logs for troubleshooting. It provides valuable
examples of how to interpret the codes within the logs as well as what keywords to search for in
different logs for different scenarios.
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Chapter 2:
Session Trace on HMS 400 Software
This chapter includes explanation of accessing debug screens that are useful for IT users. This section
also provides the list of log files that will be useful for diagnostic activity.
In This Chapter:
Voice Engine (Atlas) Session Trace 17
Database Transactions Trace via DBEngine 18
Medusa Server Connection and Communication Trace 20
Minibar Transactions Trace via MinibarSender 22
PMS Transactions Trace via PMSI Module 22
System Logs 26
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Voice Engine (Atlas) Session Trace
Atlas is the heart of the HMS400 system. It is the only module that interfaces to the PBX via the
digital lines. All channel activities are displayed on its debug screen. This allows for a call to be
traced from the moment it was answered to everything that transpired (including all user inputs)
before it was terminated. Consequently, it could also verify whether calls were made from the HMS
400 or originated elsewhere.
All traces are also transcribed daily into individual channel log files (e.g. Atlas1C23.log, which is the
log for the 1st channel on the 23rd of that month) to ease in troubleshooting. Each channel will have
one log per day. Besides these, there are also other Atlas related logs such as, Atlas23.log,
AtlasMedusa23.log, AtlasCPI23.log, and AtlasAWU23.log (all these are for the 23rd of that month).
Note: See Appendix A on Page 150 for examples of the various Atlas log files.
Accessing the Voice Engine:
1. To access this function, click on the Voice Engine icon on the VoiceCop main screen or on
the Windows 2000 system tray.
Note: For procedures on starting VoiceCop please refer to Page 16 of the “NN42350-600
HMS 400 Administration Guide, System Startup”.
Visual Layout
Menu Icon
Menu Icon Function Summary
View Channel State
•To view each channel’s state at any one time
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Reset Channel State
•To reset all channels at any one time
Caution:
Do not use unless necessary as it will cut off all line
activities immediately. Used only when one or more lines are
in a loop and when the other lines are not in used.
Clear screen
•To clear the session traces on the screen.
Debug Mode
•Used to activate/deactivate debug mode.
Deactivating the debug is useful to ‘freeze’ the
screen so the required information can be seen
uninterrupted by other channels’ activities.
About
•checks version of Atlas module running.
Exit
•stops Atlas module ONLY (requires a
password). This is used mostly when certain
changes have been made to the system which
requires that Atlas be restarted before they take
effect. For example, changing the settings in
atlas.ini, d42lamp.ini, dialogic.ini, entry.ini,
line.ini, recipe.ini, and tones.ini.
Caution: Exit will stop call processing and end
all voicemail sessions in progress.
Sessions Traces
There are 3 session traces available on the Voice Engine. The functionality of each trace is
explained in the table below:
Session Traces Description
Channel Activity Trace The left-most column shows all channels’ activities. It
displays CPI captured and processed by the system as well
as the execution of call flow based on users’ inputs and
system recipes.
Communication Trace This section shows the strings transmitted to and received
from modules that interact with Atlas, such as PMSI, AWU,
and DBEngine.
Others This last section shows general information such as
Onhook/Offhook, CPI captured for each line, and channel
errors.
Database Transactions Trace via DBEngine
The DBEngine debug screens enable system administrators to view records sent to and received
by this module for all database-related processing. The modules it interfaces with are Atlas,
MinibarSender, and PMSI. The DBEngine has 2 trace sessions namely the Voice Server trace and
the PMSI trace. All traces are saved into daily log files (e.g. dbengine23.log).
Generally, the traces or logs are used to check all database-related transactions such as:
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•Check ins
•Check outs
•Room moves
•When a message was recorded
•Into whose mailbox was it recorded
•When it was retrieved
•When a personal greeting was recorded
•When an AWU was set
•MWL activation/deactivation
•Room status postings
•Minibar postings.
Accessing DBEngine:
1. To access this function, click on the DBEngine icon on the VoiceCop main screen or on
the Windows 2000 system tray.
Voice Server Tab
The voice server trace shows the communication between DBEngine and VoiceCop.
The functionality of each trace is explained in the table below:
Trace Sessions Description
Receive Section This section shows the packets received from various HMS
400 modules to DBEngine.
Send Section This section shows the packets sent from DBEngine to those
HMS 400 modules.
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PMSI Tab
The PMSI trace shows the packets being sent and received between DBEngine and the PMSI
module.
The functionality of each trace is explained in the table below:
Session Traces Description
Receive Section This section shows the packets received from PMSI module
to DBEngine.
Send Section This section shows the packets sent from DBEngine to the
PMSI module.
Note: See Appendix A on pg.153 for examples of the various records in the DBEngine log file.
Medusa Server Connection and Communication Trace
Medusa Server trace screen is used to check the status of all the other modules’ connection status
as well as their communication packets. Modules that are disconnected/deactivated will not appear
on the screen. Verify that the modules are present on the trace screen. Below is the list of internal
modules that are connected to the medusa server:
•Log Printer
•Minibar Sender
•Atlas (Voice Engine)
•PMSI
•DBEngine
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