Tekelec EAGLE 5 Guide

Tekelec EAGLE® 5
Maintenance
910-5884-001 Revision A
September 2010
Copyright 2010 Tekelec. All Rights Reserved. Printed in USA.
Legal Information can be accessed from the Main Menu of the optical disc or on the
Tekelec Customer Support web site in the Legal Information folder of the Product Support tab.

Table of Contents
Chapter 1: Introduction.......................................................................9
Overview..................................................................................................................................10
Scope and Audience...............................................................................................................10
Related Publications...............................................................................................................10
Documentation Availability, Packaging, and Updates.....................................................11
Locate Product Documentation on the Customer Support Site.......................................11
Documentation Admonishments..........................................................................................12
Customer Care Center............................................................................................................12
Problem Report (PR)...................................................................................................14
Emergency Response..................................................................................................15
Hardware Repair and Return................................................................................................16
Repair and Return Shipping Instructions................................................................17
Maintenance Strategy.............................................................................................................18
System Maintenance Log.......................................................................................................19
Chapter 2: Preventive Maintenance................................................22
Introduction.............................................................................................................................23
Maintaining the Fuse and Alarm Panel...............................................................................23
1U FAP P/N 870-2804-01...........................................................................................24
3U FAP..........................................................................................................................29
Removable Drives...................................................................................................................37
MO Removable Cartridge Description....................................................................37
MO Cartridge Removal Procedure...........................................................................39
Removable USB Drive................................................................................................40
Fixed SATA Drive.......................................................................................................42
Daily Procedures.....................................................................................................................46
System Reports Analysis............................................................................................47
Reports Description....................................................................................................47
File Transfer for LNP and INP Measurements.......................................................48
Weekly Procedures.................................................................................................................49
Printer Inspection........................................................................................................50
Remote Access Verification.......................................................................................51
Monthly Procedures...............................................................................................................51
FAP Load Balance Verification (PN 870-0243-XX only)........................................52
Change the Fan Tray Filter........................................................................................57
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Changing the Air Supply Filter.................................................................................58
Cleaning Printer..........................................................................................................59
Fuse Spares Inventory................................................................................................59
Wrist Strap Test...........................................................................................................60
Quarterly Procedures.............................................................................................................61
Preventing Dust Buildups..........................................................................................61
Rectifier Voltage Inspection/Recording..................................................................62
Semi-Annual Procedures.......................................................................................................62
Chapter 3: Corrective Maintenance.................................................64
Introduction.............................................................................................................................65
System Alarm Levels..............................................................................................................65
Trouble Detection....................................................................................................................66
Output Messages.....................................................................................................................73
Alarm Clearing Procedures...................................................................................................74
Retrieve Trouble Report.........................................................................................................75
Hourly Status Message Reports............................................................................................76
Maintenance System Event Logs..........................................................................................79
Obituaries.................................................................................................................................81
Terminal Not Responding.....................................................................................................82
Printer Not Working...............................................................................................................83
Modem Not Working.............................................................................................................84
Remove Removable Cartridge Stuck in Drive on MDAL.................................................85
Link Maintenance....................................................................................................................87
Link Maintenance Enhancements.............................................................................93
Power Down of In-Service System.......................................................................................99
Power Up of the System.......................................................................................................102
Appendix A: Card Removal/Replacement Procedures.............103
Introduction...........................................................................................................................104
EAGLE 5 ISS Replacement Parts List.................................................................................104
E5-MASP Card Replacement...............................................................................................104
E5-MDAL Card Replacement..............................................................................................113
Maintenance Disk and Alarm (MDAL) Card Replacement............................................116
General Purpose Service Module (GPSM-II) Card Replacement...................................117
HIPR2 Card Replacement....................................................................................................122
HIPR/HMUX Card Replacement.......................................................................................125
Determine LIM, MIM, and MPL Changeout Time..........................................................130
SS7 and IP7, LIM, MIM, HC-MIM and MPL Card Replacement...................................131
Transaction Service Module (TSM) - SCCP.......................................................................139
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Transaction Service Module (TSM) - GLS.........................................................................142
E5-TSM Card Replacement..................................................................................................144
Database Services Module (DSM)......................................................................................146
E5-SM4G Card Replacement...............................................................................................149
E5-IPSM Card Replacement................................................................................................151
Database Communications Module (DCM) and EDCM/EDCM-A..............................155
Terminal Disk Module (TDM)/TDM-GTI.........................................................................159
Measurement Collection and Polling Module (MCPM).................................................167
Replacing a Card in the EAGLE 5 ISS................................................................................167
Replacing Cards in the Holdover Clock............................................................................169
Non-Failed Clock Input (CI) Card Replacement..................................................170
ST3 Card Replacement.............................................................................................171
MIS Card Replacement.............................................................................................173
TOCA Card Replacement........................................................................................174
Fan Assembly P/N 890-0001-xx..........................................................................................177
Replace the Fan Unit.................................................................................................178
Replace Fan Controller Card...................................................................................178
Replace Fan Assembly..............................................................................................179
Appendix B: Holdover Clock Troubleshooting Procedures....187
Introduction...........................................................................................................................188
Interpreting System Alarms, Lamps And Trouble Isolation..........................................188
Appendix C: Part Numbers.............................................................198
Overview................................................................................................................................199
Cables, Adapters...................................................................................................................199
Components...........................................................................................................................205
Frames, Backplanes, FAPs, and Fans.................................................................................208
Labels......................................................................................................................................211
Miscellaneous Parts..............................................................................................................212
Power Cords for Peripherals...............................................................................................214
Glossary..................................................................................................................217
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List of Figures
Figure 1: FAP High-Level Block Diagram.......................................................................................23
Figure 2: Shorting Board Faceplate, Normal Mode.......................................................................27
Figure 3: Shorting Board Faceplate, Maintenance Mode..............................................................27
Figure 4: Diode Board Faceplate.......................................................................................................27
Figure 5: Diode Board Edge Connector J1.......................................................................................28
Figure 6: Shorting Board Faceplate, Maintenance Mode..............................................................29
Figure 7: Shorting Board Faceplate, Normal Mode.......................................................................29
Figure 8: Location of FAP Components...........................................................................................30
Figure 9: FAP Component Functions...............................................................................................30
Figure 10: Gbyte Write Protected Removable Cartridge...............................................................38
Figure 11: Gbyte Write Enabled Removable Cartridge.................................................................38
Figure 12: Gbyte Removable Cartridge Drive Layout...................................................................39
Figure 13: Removable USB Drive LOCKED....................................................................................40
Figure 14: Removable USB Drive UNLOCKED.............................................................................41
Figure 15: SATA Drive LOCKED.....................................................................................................43
Figure 16: SATA Drive UNLOCKED...............................................................................................44
Figure 17: Open Diode Example.......................................................................................................54
Figure 18: Steady State Example.......................................................................................................55
Figure 19: Fan Assembly....................................................................................................................58
Figure 20: Fan Filter Replacement....................................................................................................58
Figure 21: MDAL Alarm LEDs..........................................................................................................67
Figure 22: GMT Fuse...........................................................................................................................68
Figure 23: Fuse and Alarm Panel Front Layout (870-2804-01).....................................................69
Figure 24: Fuse and Alarm Panel Front Layout (870-0243-xx).....................................................70
Figure 25: Fuse and Alarm Panel Front Layout (870-1606-xx/870-2320-xx)..............................70
Figure 26: Output Message Format..................................................................................................73
Figure 27: Format of Hourly Status Message Output....................................................................77
Figure 28: Push Inject/Eject Clamps Outward...............................................................................85
Figure 29: Push in Inject/Eject Clamps............................................................................................86
Figure 30: Signaling Link Network Connections...........................................................................94
Figure 31: E5-MASP Card Inject/Eject Hardware Switch, UNLOCKED.................................107
Figure 32: E5-MASP Card Inject/Eject Hardware Switch, LOCKED........................................108
Figure 33: E5-MASP LEDs...............................................................................................................112
Figure 34: MDAL LEDs....................................................................................................................114
Figure 35: MDAL LEDs....................................................................................................................116
Figure 36: GPSM-II LEDs.................................................................................................................120
Figure 37: HIPR2 LEDs.....................................................................................................................124
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Figure 38: HIPR LEDs.......................................................................................................................129
Figure 39: HMUX LEDs....................................................................................................................129
Figure 40: DS0A-LIM LEDs.............................................................................................................134
Figure 41: LIM LEDs.........................................................................................................................134
Figure 42: E1/T1 MIM......................................................................................................................135
Figure 43: MPL LEDs........................................................................................................................136
Figure 44: MPLT LEDs.....................................................................................................................137
Figure 45: HC MIM LEDs................................................................................................................138
Figure 46: TSM LEDs........................................................................................................................141
Figure 47: DCM LEDs.......................................................................................................................157
Figure 48: EDCM and EDCM-A Single-Slot LEDs.......................................................................158
Figure 49: TDM LED.........................................................................................................................166
Figure 50: Push Inject/Eject Clamps Outward.............................................................................168
Figure 51: Push in Inject/Eject Clamps..........................................................................................169
Figure 52: Holdover Clock CI Card LEDs.....................................................................................170
Figure 53: Holdover clock ST3 card LEDs.....................................................................................172
Figure 54: Holdover Clock MIS Card LEDs..................................................................................173
Figure 55: Holdover Clock TOCA Card LEDs..............................................................................175
Figure 56: Holdover Clock MCA Card LEDs................................................................................176
Figure 57: Fan Unit Mounting Screws............................................................................................178
Figure 58: Fan card with LEDs on front of fan assembly unit....................................................179
Figure 59: Fan Assembly Rear Bracket Screws.............................................................................181
Figure 60: Fan Assembly..................................................................................................................181
Figure 61: Fan tray inserted into fan tray bracket in the frame - front view............................182
Figure 62: Tighten rear fan tray screws..........................................................................................182
Figure 63: Tighten fan side bracket screws....................................................................................183
Figure 64: Fan card with LEDs on front of fan assembly............................................................184
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List of Tables
Table 1: Admonishments...................................................................................................................12
Table 2: Basic RMA Types..................................................................................................................16
Table 3: RMA Reasons for Return.....................................................................................................16
Table 4: System Maintenance Log....................................................................................................20
Table 5: FAP Component Replacement...........................................................................................24
Table 6: FAP Alarm Conditions........................................................................................................25
Table 7: Additional Alarm Indicators..............................................................................................26
Table 8: Power Diode Test Points.....................................................................................................28
Table 9: FAP Component Replacement...........................................................................................31
Table 10: FAP Alarm Conditions......................................................................................................33
Table 11: Additional Alarm Indicators............................................................................................34
Table 12: FAP Part Numbers and Corresponding Procedures.....................................................34
Table 13: Supported MO Cartridges................................................................................................38
Table 14: Tekelec Method of Procedure Test Record.....................................................................56
Table 15: Fuse and Alarm Panel Front Items (870-2804-01)..........................................................68
Table 16: Fuse and Alarm Panel Front Items (870-0243-xx)..........................................................69
Table 17: Fuse and Alarm Panel Front Items (870-1606-xx/870-2320-xx)...................................70
Table 18: IMT Bus Alarm Levels.......................................................................................................73
Table 19: Remote Link Element types..............................................................................................88
Table 20: Link Fault Sectionalization Test Types............................................................................88
Table 21: Link Fault Sectionalization Test Patterns........................................................................89
Table 22: Hardware/Card/APPL LFS Support.............................................................................90
Table 23: Link Fault Sectionalization Data Entry Parameters......................................................92
Table 24: Link Fault Sectionalization Test Parameters..................................................................93
Table 25: Command Driven Loopback Support.............................................................................94
Table 26: tst-slk Support.....................................................................................................................95
Table 27: tst-e1/tst-t1 Support...........................................................................................................96
Table 28: Card Locations..................................................................................................................105
Table 29: DCM Card Locations.......................................................................................................156
Table 30: Card Locations..................................................................................................................160
Table 31: Input and ST3 Alarm Conditions...................................................................................189
Table 32: Input and ST3 Corrective Actions..................................................................................190
Table 33: Shelf and Output Alarm Conditions - Not Related to Input and ST
Conditions....................................................................................................................................192
Table 34: Shelf and Output Corrective Actions - Not Related to Input and ST
Conditions....................................................................................................................................195
Table 35: EAGLE 5 ISS Cables, Connectors, and Power Cords..................................................199
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Table 36: EAGLE 5 ISS Components..............................................................................................205
Table 37: EAGLE 5 ISS Frames, Backplanes, FAPs, and Fans.....................................................208
Table 38: EAGLE 5 ISS Labels.........................................................................................................211
Table 39: EAGLE 5 ISS Miscellaneous Part Numbers..................................................................212
Table 40: Power Cords for Peripherals..........................................................................................214
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Chapter
1
Introduction
Topics:
•Overview.....10
•Scope and Audience.....10
•Related Publications.....10
•Documentation Availability, Packaging, and
Updates.....11
•Locate Product Documentation on the Customer
Support Site.....11
•Documentation Admonishments.....12
•Customer Care Center.....12
•Hardware Repair and Return.....16
•Maintenance Strategy.....18
•System Maintenance Log.....19
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Overview
The Maintenance Manual provides preventive and corrective maintenance procedures used in
maintaining the EAGLE 5 ISS and the Multi-Purpose Server (MPS) systems.
WARNING: Be sure to wear a wrist strap connected to the wrist strap grounding point
of the EAGLE 5 Integrated Signaling System (ISS) before performing any maintenance
procedures on the EAGLE 5 ISS.
The manual is organized as follows:
•Introduction provides general information about the organization of this manual, a description of
the EAGLE 5 ISS maintenance strategy, and a list of acronyms and abbreviations.
•Preventive Maintenance provides recommended scheduled routines for the EAGLE 5 ISS.
•Corrective Maintenance provides procedures to use in response to all system alarms by the EAGLE
5 ISS.
In addition, these appendices of this manual provide useful reference material for maintenance,
diagnostic, and troubleshooting activities.
•Card Removal/Replacement Procedures
•Holdover Clock Troubleshooting Procedures
•Part Numbers
Note: EAGLE 5 ISS supporting ANSI networks make use of the LNP and SEAS features. EAGLE 5
ISS supporting ITU networks do not include these systems.
Scope and Audience
This manual is intended for maintenance personnel who must maintain the EAGLE 5 ISS. The technician
should be familiar with SS7 protocols. The manual provides preventive and corrective procedures
that will aid maintenance personnel in maintaining the EAGLE 5 ISS.
Preventive maintenance procedures are routines to be carried out on a scheduled basis to help prevent
system failures. These routines are industry-standard recommendations and may be adopted to fit
any company maintenance plan.
The corrective maintenance procedures are those used in response to a system alarm or output message.
These procedures are EAGLE 5 ISS-specific and aid in the detection, isolation, and repair of faults.
Related Publications
For information about additional publications that are related to this document, refer to the Related
Publications document. The Related Publications document is published as a part of the Release
Documentation and is also published as a separate document on the Tekelec Customer Support Site.
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Documentation Availability, Packaging, and Updates
Tekelec provides documentation with each system and in accordance with contractual agreements.
For General Availability (GA) releases, Tekelec publishes a complete EAGLE 5 ISS documentation set.
For Limited Availability (LA) releases, Tekelec may publish a documentation subset tailored to specific
feature content or hardware requirements. Documentation Bulletins announce a new or updated
release.
The Tekelec EAGLE 5 ISS documentation set is released on an optical disc. This format allows for easy
searches through all parts of the documentation set.
The electronic file of each manual is also available from the Tekelec Customer Support site. This site
allows for 24-hour access to the most up-to-date documentation, including the latest versions of Feature
Notices.
Printed documentation is available for GA releases on request only and with a lead time of six weeks.
The printed documentation set includes pocket guides for commands and alarms. Pocket guides may
also be ordered separately. Exceptions to printed documentation are:
•Hardware or Installation manuals are printed without the linked attachments found in the electronic
version of the manuals.
•The Release Notice is available only on the Customer Support site.
Note: Customers may print a reasonable number of each manual for their own use.
Documentation is updated when significant changes are made that affect system operation. Updates
resulting from Severity 1 and 2 Problem Reports (PRs) are made to existing manuals. Other changes
are included in the documentation for the next scheduled release. Updates are made by re-issuing an
electronic file to the customer support site. Customers with printed documentation should contact
their Sales Representative for an addendum. Occasionally, changes are communicated first with a
Documentation Bulletin to provide customers with an advanced notice of the issue until officially
released in the documentation. Documentation Bulletins are posted on the Customer Support site and
can be viewed per product and release.
Locate Product Documentation on the Customer Support Site
Access to Tekelec's Customer Support site is restricted to current Tekelec customers only. This section
describes how to log into the Tekelec Customer Support site and locate a document. Viewing the
document requires Adobe Acrobat Reader, which can be downloaded at www.adobe.com.
1. Log into the Tekelec Customer Support site.
Note: If you have not registered for this new site, click the Register Here link. Have your customer
number available. The response time for registration requests is 24 to 48 hours.
2. Click the Product Support tab.
3. Use the Search field to locate a document by its part number, release number, document name, or
document type. The Search field accepts both full and partial entries.
4. Click a subject folder to browse through a list of related files.
5. To download a file to your location, right-click the file name and select Save Target As.
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Documentation Admonishments
Admonishments are icons and text throughout this manual that alert the reader to assure personal
safety, to minimize possible service interruptions, and to warn of the potential for equipment damage.
Table 1: Admonishments
DANGER:
(This icon and text indicate the possibility of personal injury.)
WARNING:
(This icon and text indicate the possibility of equipment damage.)
CAUTION:
(This icon and text indicate the possibility of service interruption.)
Customer Care Center
The Tekelec Customer Care Center is your initial point of contact for all product support needs. A
representative takes your call or email, creates a Customer Service Request (CSR) and directs your
requests to the Tekelec Technical Assistance Center (TAC). Each CSR includes an individual tracking
number. Together with TAC Engineers, the representative will help you resolve your request.
The Customer Care Center is available 24 hours a day, 7 days a week, 365 days a year, and is linked
to TAC Engineers around the globe.
Tekelec TAC Engineers are available to provide solutions to your technical questions and issues 7
days a week, 24 hours a day. After a CSR is issued, the TAC Engineer determines the classification of
the trouble. If a critical problem exists, emergency procedures are initiated. If the problem is not critical,
normal support procedures apply. A primary Technical Engineer is assigned to work on the CSR and
provide a solution to the problem. The CSR is closed when the problem is resolved.
Tekelec Technical Assistance Centers are located around the globe in the following locations:
Tekelec - Global
Email (All Regions): [email protected]
•USA and Canada
Phone:
1-888-FOR-TKLC or 1-888-367-8552 (toll-free, within continental USA and Canada)
1-919-460-2150 (outside continental USA and Canada)
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TAC Regional Support Office Hours:
8:00 a.m. through 5:00 p.m. (GMT minus 5 hours), Monday through Friday, excluding holidays
•Central and Latin America (CALA)
Phone:
USA access code [phone], then 1-888-FOR-TKLC or 1-888-367-8552 (toll-free)
TAC Regional Support Office Hours (except Brazil):
10:00 a.m. through 7:00 p.m. (GMT minus 6 hours), Monday through Friday, excluding holidays
•Argentina
Phone:
0-800-555-5246 (toll-free)
•Brazil
Phone:
0-800-891-4341 (toll-free)
TAC Regional Support Office Hours:
8:30 a.m. through 6:30 p.m. (GMT minus 3 hours), Monday through Friday, excluding holidays
•Chile
Phone:
1230-020-555-5468
•Colombia
Phone:
01-800-912-0537
•Dominican Republic
Phone:
1-888-367-8552
•Mexico
Phone:
001-888-367-8552
•Peru
Phone:
0800-53-087
•Puerto Rico
Phone:
1-888-367-8552 (1-888-FOR-TKLC)
•Venezuela
Phone:
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0800-176-6497
•Europe, Middle East, and Africa
Regional Office Hours:
8:30 a.m. through 5:00 p.m. (GMT), Monday through Friday, excluding holidays
•Signaling
Phone:
[phone] (within UK)
•Software Solutions
Phone:
[phone]
•Asia
•India
Phone:
[phone] or [phone]
TAC Regional Support Office Hours:
10:00 a.m. through 7:00 p.m. (GMT plus 5 1/2 hours), Monday through Saturday, excluding
holidays
•Singapore
Phone:
[phone]
TAC Regional Support Office Hours:
9:00 a.m. through 6:00 p.m. (GMT plus 8 hours), Monday through Friday, excluding holidays
Problem Report (PR)
The assigned Technical Support engineer opens a problem report (PR) using problem criteria as defined
in “TL-9000 Quality System Metrics (Book Two, Release 3.0”and the following sections.
Critical
Critical problems severely affect service, capacity/traffic, billing, and maintenance capabilities and
requires immediate corrective action, regardless of time of day or day of the week, as viewed by a
customer upon discussion with the supplier. For example:
•A loss of service that is comparable to the total loss of effective functional capacity of an entire
switching or transport system.
•A reduction in capacity or traffic handling capacity such that expected loads cannot be handled.
•Any loss of safety or emergency capability (for example, 911 calls).
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Major
Major problems cause conditions that seriously affect system operations, maintenance, and
administration, etc., and require immediate attention as viewed by the customer upon discussion with
the supplier. The urgency is less than in a critical situations because of a lesser immediate or impending
effect on system performance, customer, and the customer’s operation and review. For example:
•Reduction in any capacity/traffic measurement function
•Any loss of functional visibility and/or diagnostic capability
•Short outage equivalent to system or subsystem outages, with accumulated duration of greater
than two minutes in any 24-hour period, or that continue to repeat during longer periods
•Repeated degradation of DS1 or higher rate spans or connections
•Prevention of access for routine administrative activity
•Degradation of access for maintenance or recovery operations
•Degradation of the system’s ability to provide any required critical or major trouble notification
•Any significant increase in product related customer trouble reports
•Billing error rates that exceed specifications
•Corruption of system or billing databases
Minor
Other problems that a customer does not view as critical or major are considered minor. Minor problems
do not significantly impair the functioning of the system and do not significantly affect service to
customers. These problems are tolerable during system use.
Engineering complaints are classified as minor unless otherwise negotiated between the customer and
supplier.
Emergency Response
In the event of a critical service situation, emergency response is offered by the Tekelec Customer Care
Center 24 hours a day, 7 days a week. The emergency response provides immediate coverage, automatic
escalation, and other features to ensure that the critical situation is resolved as rapidly as possible.
A critical situation is defined as a problem with an EAGLE 5 ISS that severely affects service, traffic,
or maintenance capabilities, and requires immediate corrective action. Critical problems affect service
and/or system operation resulting in:
•A total system failure that results in loss of all transaction processing capability
•Significant reduction in system capacity or traffic handling capability
•Loss of the system’s ability to perform automatic system reconfiguration
•Inability to restart a processor or the system
•Corruption of system databases that requires service affecting corrective actions
•Loss of access for maintenance or recovery operations
•Loss of the system ability to provide any required critical or major trouble notification
Any other problem severely affecting service, capacity/traffic, billing, and maintenance capabilities
may be defined as critical by prior discussion and agreement with the Tekelec Customer Care Center.
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Hardware Repair and Return
Any system components being returned for repair or replacement must be processed through the
Tekelec Return Material Authorization (RMA) procedures. A hardware repair is defined as an item
returned to Tekelec due to a failure, with the returned item being repaired and returned to the customer.
It is essential that serial numbers are recorded correctly. RMAs cannot be created without a valid serial
number. All repair and quality information is tracked by serial number. Table 2: Basic RMA Types lists
the basic RMA types.Table 3: RMA Reasons for Return lists the RMA return reasons.
Table 2: Basic RMA Types
TurnaroundDescriptionReplacement Type
Same Day ShipmentCustomer requests the URGENT
replacement of a damaged
product
Priority Advance Replacement
Shipment Within 3 Business
Days
Customer request the
replacement of a damaged
product
Advance Replacement
Shipment Within 5 Days After
Receipt
Customer will return a damaged
product for repair
Repair / Return
Depends on Urgency - Shipment
Within 3 Business Days
A damaged part, such as a cable,
is replaced, but the Customer
does not return the damaged
product
Expendable
Table 3: RMA Reasons for Return
DescriptionReason for Return
Product damaged by environmental phenomena
such as water damage or earthquake.
Damaged by Environment
Damaged between shipment from Tekelec and
receipt at the Customer’s installation site.
Damaged in Shipment
Product is not functional when it is first installed
at the Customer’s location.
DOA –Dead on Arrival
Products returned from lab sites.Lab Return
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DescriptionReason for Return
Defect to be captured by Quality or Engineering
(not Product Recall).
Product Capture
Anything wrong with the part that doesn’t fall
into another category.
Product Deficiency
Products recalled by divisions for the repair of a
defect or replacement of defective products.
Product Recall
Anything returned without the product being
defective.
Return –No Product Deficiency
Repair and Return Shipping Instructions
All returned equipment, assemblies, or subassemblies must be shipped to the Tekelec Repair and
Return Facility specified by the Customer Care Center. The item being returned must be shipped in the
original carton or in an equivalent container assuring proper static handling procedures and with the
freight charges prepaid.
The assigned RMA number must be clearly printed on the “RMA#:”line of the shipping label on the
outside of the shipping package. If the RMA number is not placed on the label, the return could be
delayed.
Procedure - RMA
1. Obtain and confirm the following information before contacting the Customer Care Center:
•Your name:
•Company name:
•Call-back number:
•Email address:
•Which product you are calling about?
•Site location:
•CLLI number
•System serial number (NT, CE, LM, DS, etc…):
•Complete software release (e.g., 28.0.1-41.53.0):
•Upgrade forms
WI005153
WI005154
WI005218
WI005219
WI005220
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•Tekelec card type: (e.g., MPL, DSM, etc.):
•Tekelec card part number (870-####-##):
•Associated serial number (102########):
•Reason for return or replacement (isolated from system):
•Full name of person the replacement card is being shipped to:
•Shipping address:
Note: If possible, include associated alarms (UAMs) and a copy of the associated output (capture
file).
2. Contact the Customer Care Center and request a Return of Material Authorization (RMA).
3. If the item is a like-for-like advance replacement, the Customer Care Center arranges for shipment
of the replacement item to the customer.
a) Wait for the replacement component to arrive.
b) Package the defective component in the box of materials you received with your replacement.
Use proper static handling procedures.
c) Label the outside and inside of the box with your RMA number clearly visible. Place the packing
slip from the received replacements on the inside of your box.
d) Ship the defective component to the return address listed on the packing slip.
4. If the item is a repair/return, the Customer Care Center arranges for shipment of the replacement
item to the customer.
a) Package the defective component in a suitable package for shipping. Use proper static handling
procedures.
b) Label the outside and inside of the box with your RMA number clearly visible. Include a packing
slip with all the information from Step 1 along with the RMA number.
c) Ship the defective component to the following address:
TEKELEC
Attn: RMA Department
5200 Paramount Parkway
Morrisville, NC 27560
RMA#: <assigned by Tekelec>
d) Wait for the repaired component to arrive.
Maintenance Strategy
The EAGLE 5 ISS is equipped with an automated surveillance system, which allows many failures to
be detected and repaired autonomously. When trouble is detected, and its cause determined, the
system software attempts to isolate the trouble and recover itself through reinitialization. Because of
the use of distributed processing throughout the system, the reinitialization can be localized with little
or no impact on the rest of the system or network.
If the system software is unable to correct the problem, an output message is generated and maintenance
personnel are provided with equipment location, nature of the trouble, and alarm severity.
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There are three levels of recovery in the EAGLE 5 ISS:
•Application self recovery
•System maintenance software intervention
•Maintenance personnel intervention.
Application Self Recovery
This is the most desirable method of recovery, as it is nearly transparent to the network, and does not
require any system resources. Examples of applications capable of self recovery:
•Link failure
•Link set failure
•Route failure
•Interprocessor message transport (IMT) bus failure.
Failure of a link relies on SS7 maintenance to correct the trouble. This usually entails placing the link
out of service (OS), re-aligning the link, then placing the link back in service.
Route failures also rely on SS7 maintenance. Transfer restricted (TFR) and transfer prohibited (TFP)
are commonly used to reroute messages around a node.
System Maintenance Software Intervention
The system maintenance software operates at two levels, maintenance and administration subsystem
(MAS) and application subsystem (SS7, GLS, DTA, and STPLAN). All troubles detected at the
application level are reported to the maintenance and administration subsystem (MAS), which is
responsible for generating system alarms and output messages.
Refer to the Release Documentation for more detailed information on system software and maintenance.
Maintenance Personnel Intervention
Maintenance personnel intervention is required when hardware fails, or when software is unable to
recover. There are few occurrences of maintenance that would require maintenance personnel
intervention. Examples include:
•Blown fuses
•Loss of power
Note:
Maintenance personnel intervention is required to restore the power. Once power is restored, the
EAGLE 5 ISS recovers automatically.
•Card failure
System Maintenance Log
The purpose of the System Maintenance Log is to provide both maintenance personnel and Tekelec
Customer Care Center with a complete trouble history for a specific site. This history aids in spotting
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trouble trends, which, if left unrecorded, would be impossible to detect. Record all maintenance
regardless of nature.
On the following page is an example of a system maintenance log. Use this page to generate copies
for your site. Tekelec recommends this log be completed after every preventive and corrective
maintenance procedure.
This is a troubleshooting aid, and should be filled out completely. Printouts or any other supportive
material should be referenced whenever possible. The Tekelec Customer Care Center may ask for some
of this information at a later time, if a particular trend begins to develop.
The trouble code field in the log is for recording EAGLE 5 ISS trouble messages. All maintenance
(regardless of nature) should be recorded on this log for reference when troubleshooting.
Table 4: System Maintenance Log
System Maintenance Log
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