Nortel Norstar ICS Remote Tools 11 User manual

Norstar ICS Remote Tools
Quick-start Guide
NRU version 11
© Copyright Nortel Networks, 2004
NRU, ICS Remote Tools, Norstar and Meridian are trademarks of
Nortel Networks.
Microsoft, MS-DOS, Windows and Excel are registered trademarks of
Microsoft Corporation in the United States and other countries.
InstallShield is a registered trademark of InstallShield Corporation.
Published in Canada
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How to get help
USA and Canada
Authorized Distributors - ITAS Technical Support
Telephone:
1-800-4NORTEL (1-800-466-7835)
If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#.
If you do not yet have a PIN Code, or for general questions and first line support, you can enter
ERC 338#.
Website:
http://www.nortelnetworks.com/support
Presales Support (CSAN)
Telephone:
1-800-4NORTEL (1-800-466-7835)
Use Express Routing Code (ERC) 1063#
EMEA (Europe, Middle East, Africa)
Technical Support - CTAS
Telephone:
* European Freephone 00800 800 89009
European Alternative/
United Kingdom [phone]
Africa [phone]
Israel 800-945-9779
* Note: Calls are not free from all countries in Europe, Middle East or Africa
Fax:
44-191-555-7980
email:
[email protected]
CALA (Caribbean & Latin America)
Technical Support - CTAS
Telephone: [phone]
email: [email protected]
APAC (Asia Pacific)
Technical Support - CTAS
Telephone: [phone]
Fax: [phone]
email: [email protected]

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Norstar ICS Remote Tools Quick-start Guide
Contents
How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
About the ICSRT tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
About the CustomerInfo database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Collecting system information before you start . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Defining systems in a CustomerInfo database . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Manually connecting to a system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Running ICSRT Tools for a specific customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Database operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Creating the CustomerInfo database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Copying the CustomerInfo database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Changing the customer path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Refreshing the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Deleting a database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Quitting the Customer Info screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Working with customer information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Adding a Norstar system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Deleting a Norstar system from the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Changing Norstar system information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Viewing Norstar customer information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Copying Norstar system details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Backing up and restoring system information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Backing up data with ICSRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Restoring data with ICSRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Starting the Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Exiting Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Scheduling backups or restores . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Troubleshooting Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Understanding Jobs in Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Removing a job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Removing repeated jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Updating the jobs on Jobs in Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Viewing a submitted job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Immediate backup or restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Connecting to Nortel Networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Acronyms used in this document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

4Contents
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Norstar ICS Remote Tools Quick-start Guide
Using Norstar ICSRT Tools version 11
This document provides a quick-reference to the screens found in the Norstar ICSRT Tools, NRU
version 11. It describes how to provide remote management for customer information and
customer databases for backup and restore facilities for Norstar MICS and CICS systems running
version 2.0 or later software.
About the ICSRT tool
The ICSRT tool replaces some functionality of the Norstar Manager. ICSRT allows you to use
Remote tools to configure and view configuration information in Norstar systems. It also provides
backup/restore tools. You can also use this application in a network setting where more than one
person has access to databases located on a central file server.
To use this tool, each system you want to manage needs to be connected to a RAD (remote access
device). In the case of the CICS, an internal remote access device (I-RAD) that is activated with a
software key. The RAD comes with complete installation documentation. I-RAD configuration
information is located in the Compact ICS Installer Guide.
The computer you want to use for remote management connects to each RAD in one of three
ways:
• directly, through a serial cable plugged into the RAD
• remotely through a dial-up connection, through a modem located in or attached to the remote
computer
• through a call-in line, where you call the Norstar system you want to manage, and the
attendant or auto attendant connects your computer to the Norstar system.
For details, refer to the RAD Installation Guide and the Norstar ICS Remote Tools User Guide.
Note: Compatibility
If you have systems of earlier vintage than 2.0, ensure that you retain the Norstar Manager
application on your system.
Data created through the Norstar Manager cannot be used by the ICSRT application. You
need to re-enter all customer information through the ICSRT application.

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About the CustomerInfo database
The Norstar system information is stored on your computer as a database file called
CustomerInfo. This file consists of records containing customer details and connection
properties for one or more Norstar systems. The database file is contained in a folder that also
contains other information specific to the customers, such as Workbook files and backup files.
You can create multiple databases. Each database can store information about multiple
systems. At any time you can view all information present in a single CustomerInfo database.
You can copy databases and customer records within databases, but you cannot move
customer records from one database to another existing database.
Collecting system information before you start
The first step in adding Norstar system information to the CustomerInfo database is to collect
the following information:
Required system information
Customer information
When you are adding a new Norstar system to the CustomerInfo database, this general information
should be entered in the database before you enter any Norstar programming information.
System
Identification (ID)
In set programming:
at Software keys,
press Show
This is a unique eight-digit number that identifies a
Norstar system. No two systems can have the
same System Identification number. When a
company has several Norstar systems stored in the
database, this number allows you to distinguish
between systems.
Customer Name This is the name of the company or business that
owns the Norstar system.
KSU location This is where the Norstar system is located on site,
such as the telephone room. The Norstar location
is not always the same as the customer address.
You should know where the Norstar system is
located in case a problem occurs on site.
Address This is the business address of the customer. The address can be a maximum of
five lines.

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Contact This is the name of person at the customer site
who coordinates Norstar programming and
troubleshooting.
Phone number This is the phone number of the contact person.
Remember to include an area code if the phone
number is outside your local calling exchange.
Install date This is the date that the Norstar system was
installed, or will be installed, at the customer site.
This date should contain eight digits in the format
YYYY : MM : DD
Connection Properties
RAD phone number This is the number, which will be answered by RAD
at the Norstar location if you are calling into the
RAD over a phone line.
RAD password This is the number ICSRT uses to identify itself as
a valid user to the RAD. This password must be
from eight to 10 digits.
A new RAD does not have a password, therefore,
when you install a new RAD, you must use set
programming at the Norstar site to program an
eight-to-10-digit password before you can use the
ICSRT to connect to the RAD.
COM Port This is the communication port on the personal
computer that ICSRT uses to communicate with
the KSU. You can select COM1 to COM9,
depending on your computer configuration. COM1
is the default.
Connect type ICSRT uses one of four ways to connect to a KSU:
• Direct
• Remote (default)
• Operator Assisted
• Auto-Attendant.
The connection type used depends on where the
Norstar system is located relative to the managing
computer, and the type of assistance required at
the Norstar to connect to the RAD. Remote is the
default.
Note: Operator-assisted connections do not
support scheduled backup and restore operations.
Required system information

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Baud rate This is the communication rate used by ICSRT to
communicate with the Norstar system in an on-line
session, a backup, or a restore.
The default is 19200.
If you are using a direct connection, the local baud
rate at the RAD must match the baud rate chosen
for the direct connection in ICSRT. If you are using
a remote type of connection, 1200, 2400, 4800,
9600 or 19200 baud can be used. If you choose a
baud rate for a remote connection that is higher
than the rate supported by the RAD, your modem
will auto-baud down to the modem speed of the
RAD.
Note: The restore operation requires a baud rate
greater than 1200.
Dial mode The dial mode used by ICSRT can be either pulse
or tone, depending on the CO line type used by
ICSRT. The default is tone.
Modem init string Some modems require special codes to be sent to
them before they are ready to communicate. Use
this field to enter any special codes that ICSRT
must send to your computer modem before it is
ready to communicate with the RAD.
The default value is EQ0X4V1&D2&C1S7=85. If
your modem cannot connect to a RAD, you may
have to change this string. Refer to your modem
manual for information on what codes must be
included in the Modem init string.
Note: For all remote connections, you require a
Hayes compatible modem capable of operating at
1200, 2400, 4800, 9600, or 19,200 baud. The
modem should also have a separate line port and
phone port.
Other inputs
Notes This is a scratch area. Type any information you want to add about the Norstar
system.
Select Workbook When you want to select the workbook to be
copied. This choice list consists of all excel sheets
that are present in workbook folder under the
directory where ICSRT is installed. The default
value is None.
Note: When you press the OK button,
OlpWorksheets\System ID directory will be created
under the folder where the CustomerInfo database
that is currently in use exists. The selected
workbook will be copied to that directory.
Required system information

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Norstar ICS Remote Tools Quick-start Guide
Defining systems in a CustomerInfo database
The Customer Info screen is the first screen you see after you open the ICSRT application. This is
the screen that defines the CustomerInfo database file. The list items are sorted by System ID.
Figure 1 Customer Info Screen
This screen lists all of the Norstar systems present in a CustomerInfo database (defined by
Current Path).
The Customer Name, KSU Location, System ID and Date and Time of Last Backup for each
record displays. Before you can perform any function on a particular Norstar system, you must
select that system.

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Manually connecting to a system
Access the Connection Properties screen so you can connect to the Norstar:
1Select first row on the Customer Info screen.
2You can either select a tool under the Run Tool menu or select an icon from the Tool Bar.
The Connection Properties screen appears (Figure 2).
Figure 2 Connection Properties Screen
3Fill out the fields that apply to the type of connection your computer has to the Norstar system.
4Click on Connect.
5When you complete the required activity, ensure that you exit the connection to the Norstar
system:
aOn your desktop, click on the Norstar ICS Programming Tools screen, which sits behind
the Customer Info window.
bOn the top menu, click on Tool , and select Terminate Connection.
Note: Selecting Workbook under the Run Tool menu will open a default Windows
Open dialog that displays all the Excel files present in the ICSRT Workbook folder.
C:\Program Files\Nortel Networks\ICSRT\Workbook is the default path. This may
have been changed when ICSRT was installed.
Run Tool menu
Tool bar icons

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Running ICSRT Tools for a specific customer
You can run ICSRT tools from the Customer Info screen from a specific record.
1Select the Norstar Customer Info record to which you want to link.
2Choose any tool under the Run Tool menu, except Workbook.
The Connection Properties screen displays with all fields filled with values that you entered
when you created the customer record.
Figure 3 Connection Properties screen
3If you want to change any connection properties that are different than the one entered on the
Customer Information screen, select the field and enter a new value.
4Click on Connect to connect to a particular ICSRT tool.
Figure 4 For your information screen
Note: If you choose Workbook under Run Tool, then a For your information dialog
displays, reminding you to save multiple copies of the worksheets (Figure 4). This dialog
is shown only if Do not show this dialog in future remains unchecked. When you click
on OK on this dialog, a default Windows Open dialog appears, showing all the Excel
workbook files that are associated with that particular Norstar System record. If you select
the workbook file, then click on Open, the Excel workbook opens.

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Figure 5 Windows Open screen
5When you complete the required activity, ensure that you exit the connection to the Norstar
system:
aOn your desktop, click on the Norstar ICS Programming Tools screen, which sits behind
the Customer Info screen.
bOn the top menu, click on Tool and select Terminate Connection.

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Database operations
This section describes how you use the ICSRT database to manage customer information.
Creating the CustomerInfo database
You can create a new CustomerInfo database in a selected path. When the Create menu item is
selected, the Create CustomerInfo Database screen displays. On this screen you need to enter a
valid destination path. Use either the Browse button or type in a destination path.
Figure 6 Creating CustomerInfo database screen
If you type a folder name that does not exist in the directory at the end of the path you specify, you
will be prompted to allow the system to create a new folder. The CustomerInfo database will then
be added to that folder.
Copying the CustomerInfo database
You can copy the CustomerInfo database that is currently in use to a different location such as a
network drive, floppy drive, or a different path on the computer. When the Copy menu item is
selected, the Copy CustomerInfo Database screen displays. On this screen, enter a valid
destination path by selecting Browse button or by typing a destination path.
Figure 7 Copying CustomerInfo database screen
Note: When the system prompts for a Database Path for either creating or copying a
database, you only need to enter the directory path. The database name is automatically
taken.

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If you type a folder name that does not exist in the directory at the end of the path, the system will
request permission to create a new folder. The CustomerInfo database then copies to that folder.
If you do not know the exact path, click on the Browse button (...) to get the Browse for Folder
screen and navigate to the folder where you want to install the database, then click OK.
Figure 8 Browse for Folder to find path to database
Note: You can use this process to backup the CustomerInfo database whenever required.
Warning: If a database is deleted, all the customer records and all the information
attached to those customer records is permanently removed.
It is advisable to maintain frequent backups of your databases in a secure folder.

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Changing the customer path
With this setting you can select a different CustomerInfo database. When the Change Path option
is selected, a default Windows Open dialog box displays. In this dialog, select an existing
CustomerInfo database file and click Open.
Figure 9 Open windows screen
Refreshing the database
With this setting you can update the list box on the Customer Info screen. This will be helpful
when a number of users use the same database at same time.
Deleting a database
To delete a database, ensure that ICSRT and Scheduler are not running, then select the database
folder and delete it from your computer.
If you delete the database for the customer that was last active on the ICSRT screen, when you go
back into ICSRT you will receive a message indicating that the CustomerInfo.mdb that was last
used does not exist and the system will connect to the default database. (Figure 10).
Warning: Do not connect to <installed path>\ICSRT\Template\CustomerInfo.mdb for
any reason. If this file is accessed, it may become corrupted. In that situation, you need to
re-install the ICSRT application.
Warning: This will delete all the customer records and any information attached to those
records.

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Figure 10 Cannot find database
When you click on OK, the ICSRT Customer Info screen opens within the default database
(Figure 11).
Figure 11 Customer Info opens in default database
Removing any other database does not have any impact on working of ICS Remote tools
application.
Warning: Do not delete the default database file Nortel Networks/ICSRT/db/
customerinfo.mdb. Deleting any of the default folders may cause ICSRT to fail, and you
would need to reinstall the application.
<system path displays here>
Default database path

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Norstar ICS Remote Tools Quick-start Guide
Quitting the Customer Info screen
Before you log off, make sure the Customer Info screen is displayed on your monitor. When you
click the Quit button, the For your Information dialog displays.
Figure 12 For your Information screen
After this you will be prompted to confirm that you want to exit before closing the Customer Info
dialog (Figure 13).
Figure 13 User prompt screen
Note: This dialog displays only if you have not checked Do not show this dialog in
future in earlier operation(s). It will provide a prompt suggesting that you copy the
database to the required location before exiting so that you will have a backup of the
database. (Figure 12).

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Working with customer information
This section describes how you add, delete, edit or copy Norstar system and customer
information displayed on the Customer Info screen.
Adding a Norstar system
Before you can perform scheduled backup/restore operation you must add the Norstar system
information to the Customer Info database.
1Make sure your monitor displays the Customer Info screen.
2Choose the Customer Details menu, and select Add.
The Add Customer Information screen appears (Figure 14).
Figure 14 Add Customer Information screen
3Fill out the information about the customer and the Norstar site.
All the information you need for the Add System screen is described in “Collecting system
information before you start” on page 6.

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Norstar ICS Remote Tools Quick-start Guide
To add Norstar system information, select each of the fields listed on the Add Customer
Information screen and enter the information required.
For some of these fields, such as Customer Name, you must type in the information.
For other fields, such as Dial Mode, you choose an option from a combo box.
If desired, select the Note field and type any information you want to add about the customer's
Norstar system.
4Choose OK to add the system details to CustomerInfo database and to return to the Customer
Info screen.
Deleting a Norstar system from the database
When you delete a Norstar system from the Customer Info screen, all information regarding that
Norstar system will be removed from the CustomerInfo database.
To delete a Norstar System:
1Select the Norstar system you want to delete.
2Choose the Customer Details menu and select Delete.
You will be prompted to confirm your choice before the system deletes the selected record.
3Choose OK on the prompt dialog box.
The chosen Norstar system is removed from the CustomerInfo database.
Tips: System ID is a mandatory field for all connections.
Other mandatory fields include:
Direct connection: RAD Password.
Dial-up connection (Remote and Operator-assisted): RAD Password, RAD Phone
Number, and Modem Init String
Valid information must be entered into these fields before a Norstar system is added to the
database. The other fields may be left blank, if necessary.

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Changing Norstar system information
When customer information changes, you can alter the information stored in the CustomerInfo
database. You alter this information by accessing the Edit Customer Information screen.
The Edit Customer Information screen is similar to the screen used to add a customer to the
CustomerInfo database. The Edit Customer Information screen differs, because you cannot alter
the System ID.
Before you change Norstar system information, make sure the Customer Info screen appears on
your monitor.
To change Norstar system information:
1Select the Norstar system to edit.
2Choose the Customer Details and select Edit Customer Information.
The Edit Customer Information screen appears (Figure 15).
Figure 15 Edit Customer Information screen
3Make the changes you require.
4Choose OK to save the changes in the CustomerInfo database and to return to the Customer
Info screen.