Nortel Express Call Center User manual

Nortel Symposium Express Call Center
Voice Services on Media Card Maintenance and
Troubleshooting Guide
Product release 4.2 Standard 2.0 March 2005
297-2183-208

Nortel Symposium Express Call Center
Voice Services on Media Card Maintenance and
Troubleshooting Guide
Publication number: 297-2183-208
Product release: 4.2
Document release: Standard 2.0
Date: March 2005
Copyright © 2005 Nortel Networks, All Rights Reserved
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Symposium
Express Call Center 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.
*Nortel, Nortel (logo), the Globemark, and This is the Way, This is Nortel (design mark), CallPilot,
DMS, DMS-100, DMS-250, DMS-MTX, DPN, Dualmode, Helmsman, IVR, MAP, Meridian, Meridian
1, Meridian Mail, Norstar, Optivity, SL-1, SL-100, Supernode, and Symposium are trademarks of
Nortel Networks.

Voice Services on Media Card Maintenance and Troubleshooting Guide v
Publication history
March 2005 This is the Standard 2.0 version of the Nortel Symposium
Express Call Center Voice Services on Media Card
Maintenance and Troubleshooting Guide for Release 4.2.
April 2003 This is the Standard 1.0 version of the Nortel Networks
Symposium Express Call Center Voice Services Card
Maintenance and Troubleshooting Guide for Release 4.2.

vi Symposium Express Call Center
Publication history Standard 2.0

Voice Services on Media Card Maintenance and Troubleshooting Guide vii
Contents
Media Card test and debug capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Self-test features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Factory-test features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
VxWorks shell . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
VxWorks shell debug utilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

viii Symposium Express Call Center
Contents Standard 2.0

Voice Services on Media Card Maintenance and Troubleshooting Guide ix
List of tables
Table 1: Hex display codes during normal operation . . . . . . . . . . . . . 13
Table 2: Media Card HEX display codes . . . . . . . . . . . . . . . . . . . . . . 15
Table 3: Media Card initialization error codes . . . . . . . . . . . . . . . . . . 16
Table 4: Serial port settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Table 5: RS-232 backplane signals . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Table 6: Faceplate mini-DIN connector . . . . . . . . . . . . . . . . . . . . . . . 19
Table 7: Debug commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Table 8: Maintenance task fatal errors . . . . . . . . . . . . . . . . . . . . . . . . . 27
Table 9: Networking task fatal error . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Table 10: Server task fatal error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Table 11: VP application task fatal errors . . . . . . . . . . . . . . . . . . . . . . 28
Table 12: Aries task fatal errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Table 13: Client task fatal errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

x Symposium Express Call Center
List of tables Standard 2.0

Voice Services on Media Card Maintenance and Troubleshooting Guide 11
March 2005 Media Card
Media Card test and debug capabilities
Introduction
The NTVQ01BB Media Card provides maintenance and diagnostic features to
identify and clear fault conditions. Also included are upgrade features that
require the user to have access to the card’s operating system (VxWorks). The
Media Card features include
!self-test features
!factory-test features
!debug features (user name and password required)
!application loadware upgrade
!VxWorks shell debug utilities
!setting the Internet Protocol address

12 Symposium Express Call Center
Media Card Standard 2.0
Self-test features
The Media Card runs various diagnostics to detect hardware faults and ensure
correct operation. The tests include
!8051 power-up self-tests
!BIOS diagnostics
!base code self-tests
Progress information on self-tests is available through the serial port on the
Media Card.

Voice Services on Media Card Maintenance and Troubleshooting Guide 13
March 2005 Media Card
Factory-test features
Introduction
Factory-test features include the HEX Display, Status LED, and Reset Switch.
HEX display
The Media Card includes a HEX LED display to provide status information
during maintenance operations. During power-up and diagnostic tests, this
display provides a visual indication of progress, and information if a failure is
detected. The HEX LED display codes are indicated in Table 2, “Media Card
HEX display codes,” on page 15.
During normal operation, the display cycles through the number of enabled
voice services (M2616) ports, the number of booted DSP ports, the number of
channels authorized by the keycode, and the total channel capacity of the card.
For example, the HEX display appears.
You can also use the RS-232 port to monitor the progress of self-tests. Messages
indicating the completion of each self-test phase, as well as any detected faults,
print to this port.
Table 1: Hex display codes during normal operation
Display
field Meaning
A:XX Number of enabled voice services 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, and K).
MAIN The card is in maintenance mode (all ports are disabled).

14 Symposium Express Call Center
Media Card Standard 2.0
Status LED
A single red LED on the faceplate indicates the enabled/disabled status of the
Media Card, and also provides an indication of the status of the power-on self-
test.
The LED is OFF if
!the channel capacity of the Media Card is non-zero
and
!the card is in the normal mode of operation
The LED is ON if
!the channel capacity of the Media Card is zero
or
!the card is disabled from LD 32
Reset switch
A reset switch on the faceplate allows 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 non-traffic periods, and to check firmware and
loadware versions.
CAUTION
Risk of equipment damage
Before using the Reset switch, ensure that the Media Card has
been disabled in LD 32 using the DISC command. Otherwise,
some of the ports may cause an OVD error on the Meridian 1/
Succession CPU and become disabled when the card resets.
Once the card is active again (the HEX display has passed T:21
state), reenable the card in LD 32 using the ENLC command.

Voice Services on Media Card Maintenance and Troubleshooting Guide 15
March 2005 Media Card
Media Card HEX Display Codes
The Media Card includes a HEX LED display to provide status information
during maintenance operations.
The following table shows the HEX display codes during the startup sequence
for the Media Card.
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.
Table 2: Media Card HEX display codes
Media Card
Display code Definition
T:00 Initialization
T:01 Testing Internal RAM
T:02 Testing ALU
T:03 Testing address modes
T:04 Testing watchdog
T:05 Testing 8051 coprocessor
T:06 Testing timers
T:07 Testing external RAM
T:08 Testing dongle
T:09 Programming timeswitch FPGA
T:10 Programming ISPDI FPGA
T:11 Testing host dual port RAM
T:12 Testing DS-30 dual port RAM
T:13 Testing SEEPROM

16 Symposium Express Call Center
Media Card Standard 2.0
If a test fails, F:XX appears on the HEX display for 3 seconds after the T:13
message, where XX is the number of the test that failed. For example, if the
8051 coprocessor test failed, F:05 appears. If more than one test fails, the
message indicates the first failure.
In addition, if the Media Card encounters any failures during its initialization, an
H:XX error code appears. The initialization error codes are listed in Table 3
below.
T:14 Booting IXP1200, waiting for response with self-
test information
T:15 Not used at present
T:16 Not used at present
T:17 Not used at present
T:18 Not used at present
T:19 Not used at present
T:20 Waiting for application startup message from
IXP1200
T:21 CardLAN enabled, waiting for request
configuration message
T:22 CardLAN operational, A07 enabled, display now
under host control
Table 3: Media Card initialization error codes
Error code Definition
H:00 IXP1200 not booting
H:01 SDRAM test failure
Table 2: Media Card HEX display codes (continued)
Media Card
Display code Definition

Voice Services on Media Card Maintenance and Troubleshooting Guide 17
March 2005 Media Card
Debug terminal access
The Media Card provides two RS-232 ports—one accessible via the
NTMF94BA backplane cable, and the other using the maintenance port on the
card faceplate. Only the backplane cable, labeled COM1, provides access to the
Media Card for both OA&M and debugging purposes. The pinouts for the RS-
232 ports are listed in Table 5, “RS-232 backplane signals,” on page 18, and in
Table 6, “Faceplate mini-DIN connector,” on page 19. Messages indicating the
completion of each self-test phase, as well as any detected faults, are printed.
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
T:40 NVRAM/EEPROM interface failure
T:80 PCM connector failure
Table 3: Media Card initialization error codes (continued)
Error code Definition

18 Symposium Express Call Center
Media Card Standard 2.0
Table 4: Serial port settings
Bits Per Second 9600
Data Bits 8
Parity None
Stop Bits 1
Flow Control None
CAUTION
Risk of equipment damage
Two serial connectors are available—the mini-DIN connector
on the faceplate, and the backplane cable marked COM1.
However, you can only use one connector at a time, as both are
connected to the same serial port.
When configuring the serial communications program, you
must use the settings given in Table 4, “Serial port settings.”
Table 5: RS-232 backplane signals
Pin No. Signal Dir Description
69A SGNDA CPort A Signal Ground
69B BDCDA- IPort A Data Carrier Detect
73A BSINA- IPort A Serial Data In
73B BSOUTA- OPort A Serial Data Out
74A BDTRA- OPort A Data Terminal Ready
74B BCTSA- IPort A Clear To Send
75A BDSRA- IPort A Data Set Ready

Voice Services on Media Card Maintenance and Troubleshooting Guide 19
March 2005 Media Card
75B BRTSA- OPort A Request To Send
76A SGNDB CPort B Signal Ground
76B BSINB- IPort B Serial Data In
77A BSOUTB- OPort B Serial Data Out
77B BDCDB- CPort B Data Carrier Detect
78A BDTRB- OPort B Data Terminal Ready
78B BDSRB- IPort B Data Set Ready
Table 6: Faceplate mini-DIN connector
Pin
No. Signal Dir Description
1BDTRB- OPort B Data Terminal Ready
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 5: RS-232 backplane signals (continued)
Pin No. Signal Dir Description

20 Symposium Express Call Center
Media Card Standard 2.0
Debug features
While the Media Card is starting, the 8051 auxiliary processor has control of the
serial port, and uses it to provide debug information, progress of self-tests, and
so on. Once the 8051 releases the main processor (i486) from reset, the main
processor by default grants VxWorks shell access through this port. The Media
Card also supports remote access to the shell via a telnet connection.
Once the card is operational, the RS-232 port can be used to monitor cardLAN
and Time Compression Multiplexing (TCM) signaling between the card and the
Meridian 1 system.
Startup messages
When the card starts, a variety of diagnostic messages print to the serial port,
including hardware test results. These messages also include firmware version
information:
Rebooting Pack ...
value = 0 = 0x0
->
MC Firmware Rls 6.5
8051XA Firmware Version 4.9 6 Dec 2002
(C) Nortel Inc. 2001
EPLD Version: 4.0
32K External RAM detected
8K DPRAM detected
Dongle serial number: 10081198
All FPGAs are configured
All self-tests have passed
SRAM test okay
SDRAM Addr test okay
SDRAM blank over
Early serial debug initialized
VxWorks System Boot
Copyright 1984-1998 Wind River Systems, Inc.