Tekelec 1000 User manual

Tekelec 1000 Application Server
Hardware Manual
910-0095-001 Revision K
June 2009

Copyright 2007 Tekelec
All Rights Reserved
Printed in USA
Notice
Information in this documentation is subject to change without notice. Unauthorized use, copying, or
translation of this documentation can result in civil or criminal penalties.
Any export of Tekelec products is subject to the export controls of the United States and the other
countries where Tekelec has operations.
No part of this documentation may be reproduced, translated, or transmitted in any form or by any
means, electronic or mechanical, including photocopying or recording, for any purpose without the
express written permission of an authorized representative of Tekelec.
Other product names used herein are for identification purposes only, and may be trademarks of their
respective companies.
RoHS 5/6 - As of July 1, 2006, all products that comprise new installations shipped to European Union
member countries will comply with the EU Directive 2002/95/EC "RoHS" (Restriction of Hazardous
Substances). The exemption for lead-based solder described in the Annex will be exercised. RoHS 5/6
compliant components will have unique part numbers as reflected in the associated hardware and
installation manuals.
WEEE - All products shipped to European Union member countries comply with the EU Directive
2002/96/EC, Waste Electronic and Electrical Equipment. All components that are WEEE compliant will
be appropriately marked. For more information regarding Tekelec's WEEE program, contact your sales
representative.
Trademarks
The Tekelec logo, EAGLE, G-Flex, G-Port, IP7, IP7 Edge, and IP7 Secure Gateway are registered
trademarks of Tekelec. TekServer, A-Port, EAGLE 5 ISS, and V-Flex are trademarks of Tekelec. All other
trademarks are the property of their respective owners.
Patents
This product is covered by one or more of the following U.S. and foreign patents:
U.S. Patent Numbers:
5,732,213; 5,953,404; 6,115,746; 6,167,129; 6,324,183; 6,327,350; 6,456,845; 6,606,379; 6,639,981; 6,647,113;
6,662,017; 6,735,441; 6,745,041; 6,765,990; 6,795,546; 6,819,932; 6,836,477; 6,839,423; 6,885,872; 6,901,262;
6,914,973; 6,940,866; 6,944,184; 6,954,526;6,954,794; 6,959,076; 6,965,592; 6,967,956; 6,968,048; 6,970,542;
6,987,781; 6,987,849; 6,990,089; 6,990,347; 6,993,038; 7,002,988; 7,020,707; 7,031,340; 7,035,239; 7,035,387;
7,043,000; 7,043,001; 7,043,002; 7,046,667; 7,050,456; 7,050,562; 7,054,422; 7,068,773; 7,072,678; 7,075,331;
7,079,524; 7,088,728; 7,092,505; 7,108,468; 7,110,780; 7,113,581; 7,113,781; 7,117,411; 7,123,710; 7,127,057;
7,133,420; 7,136,477; 7,139,388; 7,145,875; 7,146,181; 7,155,206; 7,155,243; 7,155,505; 7,155,512; 7,181,194;
7,190,702; 7,190,772; 7,190,959; 7,197,036; 7,206,394; 7,215,748; 7,219,264; 7,222,192; 7,227,927; 7,231,024;
7,242,695; 7,254,391; 7,260,086; 7,260,207; 7,283,969; 7,286,516; 7,286,647; 7,286,839; 7,295,579; 7,299,050;
7,301,910; 7,304,957; 7,318,091; 7,319,857; 7,327,670
Foreign Patent Numbers:
EP1062792; EP1308054; EP1247378; EP1303994; EP1252788; EP1161819; EP1177660; EP1169829; EP1135905;
EP1364520; EP1192758; EP1240772; EP1173969; CA2352246
Ordering Information
Your Tekelec Sales Representative can provide you with information about how to order additional
discs.

Table of Contents
Chapter 1: About This Manual.....................................................1
Introduction........................................................................................................................2
Where to Find Information in This Manual...................................................................2
Where to Find Other Information....................................................................................3
Installation Documents.........................................................................................5
Related Publications..........................................................................................................6
Documentation Availability, Packaging, and Updates................................................6
Locate Product Documentation on the Customer Support Site..................................6
Documentation Admonishments....................................................................................7
Customer Care Center.......................................................................................................7
Problem Report (PR)............................................................................................10
Emergency Response...........................................................................................11
Hardware Repair and Return.........................................................................................11
Repair and Return Shipping Instructions.........................................................12
Returning a Crate.................................................................................................14
How to Locate T1000 AS Part Numbers...........................................................14
Chapter 2: Safety and Pre-Installation Requirements............31
Introduction......................................................................................................................32
Safety Information...........................................................................................................32
Regulatory Compliance and Certification....................................................................34
Pre-Installation Site Requirements................................................................................35
Generic Site Requirements..................................................................................35
Grounding and power requirements................................................................37
Chapter 3: T1000 AS Hardware System Overview..................41
Introduction......................................................................................................................42
T1000 AS Hardware System in a DC Environment....................................................42
T1000 AS Hardware System in an AC Environment..................................................44
T1000 AS Hardware Features.........................................................................................45
Breaker Panels..................................................................................................................50
Ethernet Switches or Hubs.............................................................................................52
Console Servers................................................................................................................52
Rectifier..............................................................................................................................52
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Chapter 4: How to Install a T1000 AS Frame............................55
Introduction......................................................................................................................56
How to Unpack the T1000 AS Frame and Conduct Inventory.................................56
How to Install a T1000 AS Frame..................................................................................56
Recommended Tools...........................................................................................57
How to Prepare the Floor for Heavy Duty Frames.........................................57
How to Anchor the HD Frame to the Floor.....................................................59
How to Anchor to Overhead Rack of HD Frame............................................68
How to Cable a T1000 AS Frame...................................................................................69
Chapter 5: How to Install Hardware in an Existing
Frame............................................................................................71
Introduction......................................................................................................................72
How to Unpack and Conduct Inventory......................................................................72
How to Unpack a T1000 AS Unit and Conduct Inventory............................72
How to Unpack a Rectifier and Conduct Inventory.......................................73
How to Install an Individual T1000 AS Unit...............................................................74
How to Install the Rectifier.............................................................................................85
How to Cable Components Added to Existing Frames.............................................85
How to Cable a T1000 AS Unit Added to an Existing Heavy Duty
Frame...............................................................................................................85
How to Cable a T1000 AS and Rectifier Installed in
Customer-Provided Frame...........................................................................85
Chapter 6: Post Installation Procedures....................................87
Introduction......................................................................................................................88
How to Connect Frame Ground and Logic Ground...................................................88
How to Ground in a DC Environment.............................................................89
How to Ground in an AC Environment...........................................................96
Post-Installation Checklist..............................................................................................99
How to Power Up..........................................................................................................101
How to Power Up a T1000 AS Unit in an AC Environment.......................101
How to Change Passwords..........................................................................................102
Chapter 7: Field Replaceable Units..........................................103
Introduction....................................................................................................................104
Tools Required...............................................................................................................105
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How to Replace a Console Server, Router, or Ethernet Switch or Hub.................106
How to Replace a Rectifier Module.............................................................................107
How to Replace a Rectifier...........................................................................................107
How to Access T1000 AS FRUs....................................................................................108
How to Slide T1000 AS Chassis Out from Frame..........................................108
How to Slide T1000 AS Chassis Back into Frame..........................................110
How to Remove T1000 AS Chassis from a Frame.........................................110
How to Return a T1000 AS Chassis to the Frame..........................................114
How to Replace T1000 AS FRUs..................................................................................117
How to Replace an Air Filter............................................................................117
How to Replace a Fan Assembly.....................................................................118
How to Replace Hard Disk Drive Assemblies...............................................121
How to Replace Removable Media Disk Drives...........................................129
How to Replace PCI Cards...............................................................................131
How to Replace a T1000 AS Chassis FRU......................................................136
Appendix A: T1000 AS Hardware Feature Information......139
Introduction....................................................................................................................140
Hardware Components.................................................................................................140
Interfaces.........................................................................................................................140
Electrical Features..........................................................................................................142
Mechanical Design.........................................................................................................142
T1000 AS Diagnostics....................................................................................................144
Appendix B: ELAP or EPAP Network Integration................145
Introduction....................................................................................................................146
Network Overview........................................................................................................146
Customer-Supplied Information.................................................................................147
IP Address Assignment.................................................................................................148
Netmask and Broadcast................................................................................................150
Network Interface Functions........................................................................................151
Network Assumptions..................................................................................................152
Network Configuration.................................................................................................153
Firewall and Router Filtering Considerations...........................................................153
Serial Communication...................................................................................................155
Modems ..............................................................................................................156
Printers................................................................................................................157
Tip Utility (EAGLE Only..................................................................................157
Glossary............................................................................................................159
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List of Figures
Figure 1: Fan Assembly Part Label............................................................................................15
Figure 2: T1000 AS Chassis Front View....................................................................................16
Figure 3: T1000 AS Front Top Cover.........................................................................................17
Figure 4: Removable Media Disk Drive Assembly Part Label..............................................18
Figure 5: T1000 AS Chassis Front View....................................................................................19
Figure 6: T1000 AS Front Top Cover ........................................................................................21
Figure 7: T1000 AS Chassis Label Locations............................................................................22
Figure 8: Base Unit/Hard Disk Label on T1000 AS Chassis..................................................22
Figure 9: T1000 AS Chassis Front View....................................................................................23
Figure 10: T1000 AS Chassis Label Locations..........................................................................24
Figure 11: PCI Slots Label on T1000 AS Chassis......................................................................24
Figure 12: T1000 AS Chassis Front View..................................................................................25
Figure 13: Frame Identification Label.......................................................................................26
Figure 14: T1000 AS Chassis Label Locations..........................................................................27
Figure 15: T1000 AS Chassis Front View .................................................................................28
Figure 16: Base Unit/Hard Disk Label on T1000 AS Chassis................................................29
Figure 17: Memory Label on T1000 AS Chassis......................................................................29
Figure 18: PCI Card Label on T1000 AS Chassis.....................................................................30
Figure 19: European Directives CE Mark.................................................................................34
Figure 20: Combined UL and GS Mark....................................................................................34
Figure 21: UL-Demko Mark........................................................................................................34
Figure 22: Combined UL Mark for the United States and Canada.......................................34
Figure 23: Door Grounding Strap Placement..........................................................................38
Figure 24: T1000 AS Hardware System in DC Environment.................................................43
Figure 25: T1000 AS Hardware System in AC Environment.................................................45
Figure 26: Tekelec 1000 Chassis.................................................................................................45
Figure 27: Exploded View of T1000 AS Chassis......................................................................46
Figure 28: Rear I/O Panel...........................................................................................................47
Figure 29: T1000 AS Status Indicators.......................................................................................48
Figure 30: T1000 AS with Side Cable Management Arms.....................................................49
Figure 31: Front of Breaker Panel..............................................................................................50
Figure 32: Breaker Panel LEDs...................................................................................................51
Figure 33: Rectifier.......................................................................................................................52
Figure 34: Floor Marking Template for HD Frame.................................................................58
Figure 35: Anchor Assembly for Slab Floors...........................................................................59
Figure 36: Anchor Installation of HD Frame into Slab Floor.................................................61
Figure 37: Anchor Assembly for Raised Floor Over Concrete..............................................62
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Figure 38: Anchoring on Raised Floor Over Concrete Slab...................................................63
Figure 39: Anchor Assembly for Use with Support Channel................................................65
Figure 40: Anchoring Frame to Raised Floor with Support Channel...................................66
Figure 41: Anchor Assembly for Support Channel with Spring Nut...................................67
Figure 42: Anchoring Frame Using Support Channel/Spring Nut......................................67
Figure 43: HD Frame with Overhead Rack..............................................................................68
Figure 44: Slide Assembly...........................................................................................................73
Figure 45: Slide Assembly Extended View..............................................................................75
Figure 46: Slide Assembly Inner Member Roller Side View .................................................76
Figure 47: Frame Adapter Bracket Expanded..........................................................................77
Figure 48: Frame Adapter Brackets and Slide Assemblies....................................................77
Figure 49: Slide Assembly Outer Member...............................................................................78
Figure 50: Slide Assembly Detail Left Side From Rear...........................................................78
Figure 51: Slide Assembly Inner Member Mounting ............................................................79
Figure 52: Detail of a Side Cable Management Arm..............................................................80
Figure 53: Side Cable Management Arm Installation.............................................................81
Figure 54: Rear Cable Management Arm Installation............................................................82
Figure 55: T1000 AS Rear Detail................................................................................................83
Figure 56: Frame Mounting Detail............................................................................................84
Figure 57: Frame Ground Cable Routes in DC Environment................................................90
Figure 58: Frame Ground Cable Attachment Locations in DC Environment ....................91
Figure 59: Chassis Ground Cable Attachment Location in DC Environment....................92
Figure 60: Logic Ground Cable Routes in DC Environment.................................................94
Figure 61: Frame and Logic Ground Cable Attachment Locations......................................94
Figure 62: Ground Cable Attachment Locations for T1000 AS in AC Environment.........96
Figure 63: Logic Ground Cable Route in AC Environment...................................................97
Figure 64: T1000 AS Chassis Front View................................................................................109
Figure 65: Rear Cable Management Arm...............................................................................111
Figure 66: T1000 AS Chassis Rear View.................................................................................112
Figure 67: Chassis Retention Hardware.................................................................................113
Figure 68: Right Slide Assembly Mounting and Retention Bracket...................................115
Figure 69: T1000 AS Chassis Rear View.................................................................................116
Figure 70: T1000 AS Front Fascia Fasteners...........................................................................117
Figure 71: T1000 AS Front Top Cover.....................................................................................119
Figure 72: Fan Assemblies and Connectors...........................................................................119
Figure 73: T1000 AS Front Top Cover.....................................................................................122
Figure 74: Chassis Front View Top Cover Open...................................................................123
Figure 75: Front Cover With Drive Mounting Brackets.......................................................124
Figure 76: Hard Disk Drive Jumper Pins and Settings.........................................................126
Figure 77: T1000 AS Chassis Label Locations........................................................................126
Figure 78: Hard Disk Drive Label on T1000 AS Chassis......................................................127
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Figure 79: Hard Disk Drives.....................................................................................................127
Figure 80: T1000 AS Front Top Cover.....................................................................................130
Figure 81: Removable Media Disk Drive Adapter Assembly.............................................130
Figure 82: PCI Card Part Label................................................................................................132
Figure 83: PCI Slots Label.........................................................................................................132
Figure 84: Chassis Rear Cover Views......................................................................................133
Figure 85: PCI Cards and Slot Assignments..........................................................................134
Figure 86: Left Slide Member Mounting................................................................................137
Figure 87: MPS Network Connections, Netra........................................................................146
Figure 88: MPS Network Connections, T1000 AS, T1000 AS..............................................147
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List of Tables
Table 1: Manual Organization......................................................................................................2
Table 2: Admonishments..............................................................................................................7
Table 3: Basic RMA Types..........................................................................................................11
Table 4: RMA Reasons for Return.............................................................................................12
Table 5: Space Requirements......................................................................................................36
Table 6: Tekelec 1000 Chassis Dimensions...............................................................................49
Table 7: Post-Installation Checklist...........................................................................................99
Table 8: T1000 AS Field Replaceable Units (FRUs)...............................................................105
Table 9: Basic Interfaces............................................................................................................141
Table 10: Optional Interfaces (on PCI Cards)........................................................................141
Table 11: IP Address for the DSM Network...........................................................................148
Table 12: IP Address for the Sync Network...........................................................................149
Table 13: EAGLE 5 ISS IP Addresses......................................................................................149
Table 14: Interface Functions Required for MPS...................................................................151
Table 15: Interface Functions Required for MPS...................................................................153
Table 16: Serial Port Assignments for MPS Servers A and B...............................................156
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x

Chapter
1
About This Manual
This chapter describes how to use the manual,
where to find other information about this
Topics:
•Introduction.....2 product, and how to contact the Customer Care
Center on page 7.
•Where to Find Information in This Manual.....2
•Where to Find Other Information.....3
•Related Publications.....6
•Documentation Availability, Packaging, and
Updates.....6
•Locate Product Documentation on the Customer
Support Site.....6
•Documentation Admonishments.....7
•Customer Care Center.....7
•Hardware Repair and Return.....11

Introduction
This manual is a generic manual that describes common components of Tekelec 1000 Applications
Server (AS) hardware systems and describes how to install them and replace them. A T1000 AS
hardware system consists of one or more Tekelec 1000 platforms (with applications loaded) and
any additional hardware (such as hubs, switches, or power distribution equipment) needed to
support the applications.
Note: This manual includes links to documents that are specific to a given product, depending
on which product CD this manual is viewed. Although the manual is the same on CDs for various
products, the linked documents are different on different product CDs. For more information
about linked documents, see Where to Find Information in This Manual on page 2.
T1000 AS hardware systems are delivered with applications already loaded.
•Most applications run on T1000 AS hardware systems installed in a Direct Current (DC)
environment.
•Some applications may run on T1000 AS hardware systems installed in a Alternating Current
(AC) environment, in which the T1000 AS hardware system contains a rectifier to convert AC
power to DC used by the T1000 AS platform.
For more information about T1000 AS hardware systems in AC and DC environments, see
Introduction on page 42
Each time this manual is published, the revision level is changed. For example, the first time this
manual is published, it uses Revision A; the second time it is published, it uses Revision B.
Where to Find Information in This Manual
Table 1: Manual Organization on page 2 shows how this manual is organized.
Table 1: Manual Organization
DescriptionChapter Number and Title
Describes how to use the manual, where to find
other information, how to obtain a Return
About This Manual on page 1
Material Authorization, find part numbers on
labels, and ship returned equipment, and how
to contact Technical Services.
Lists general safety instructions that readers
should be familiar with, and lists site
Safety and Pre-Installation Requirements on page
31
requirements that should be verified before
installing T1000 AS hardware systems.
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DescriptionChapter Number and Title
Presents an overview of the various hardware
components that can be included in T1000 AS
hardware systems.
T1000 AS Hardware System Overview on page 41
Describes how to install a heavy duty frame
which is delivered from manufacturing with
How to Install a T1000 AS Frame on page 55
T1000 AS units mounted in a heavy-duty frame
for use in a DC environment.
Describes how to install an individual T1000 AS
unit into a frame that has already been installed.
This chapter covers both:
How to Install Hardware in an Existing Frame on
page 71
•Adding a T1000 AS unit into a heavy duty
frame that already contains from 1 to 4 T1000
AS units in a DC environment
•Installing a single T1000 AS unit into a
customer’s frame in an AC environment.
Presents a post-installation checklist and
instructions on how to verify voltage and to
power-up the system.
Post Installation Procedures on page 87
Describes the components of a T1000 AS
hardware system that can be replaced in the
Field Replaceable Units on page 103
field, and includes procedures for replacing
each type of field-replaceable unit (FRU).
Describes in greater detail some of the hardware
features of the T1000 AS chassis.
T1000 AS Hardware Feature Information on page
139
Describes ELAP and EPAPnetwork connections
to allow interaction with DSMs, other MPS
Servers, and the remote provisioning system.
ELAP or EPAP Network Integration on page 145
Where to Find Other Information
This manual is delivered on a compact disk (CD) that also contains the following documentation
(these documents can also be accessed from the introductory page of the documentation CD):
•The CD contains linked documents shown in the following sections. To display one of these
documents from within this document, click anywhere in the highlighted area. For information
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about software needed to open these links, see Programs Needed to View Linked Documents on
page 4.
•Optionally, the CD may also contain application documentation, which describes the
environment in which the T1000 AS hardware system runs as well as provides information
about the application.
Note: Documentation about T1000 AS hardware components (such as breaker panels or
Ethernet switches) that are supplied by other companies is shipped with the T1000 AS hardware
system. When unpacking a frame or individual components, be sure to obtain this
documentation and store it where it can be accessed later.
Programs Needed to View Linked Documents
To view the linked documents, the workstation on which this manual is being viewed needs to
have the following programs:
•Most of the linked documents are in Portable Document Format (PDF), which has a file type
of .pdf. PDF is also the format of this manual. When a PDF link is clicked, the linked document
is opened in the same window as this manual. To return to this manual, click the Back button
on the PDF display window.
•A document with a .doc file type can be viewed with Microsoft®Word. The linked document
may open in a minimized window.
•A document with an .mpg file type can be viewed with a variety of video programs. Two
commonly used programs are:
•Microsoft Windows®Media Player (this program is usually included with Microsoft Internet
Explorer)
•RealOne™Player
Documents That Show How to Perform a Procedure
The following documents illustrate how to perform procedures. The first document uses a Word
format; the others are videos with sound that can be opened with most video programs.
•822-0094-02.pdf, WORK INSTRUCTIONS, UNPACKING, VERTICAL SHIPPING CRATE,
HEAVY DUTY, EAGLE
•access_in_frame.mpg, video that shows how to slide T1000 AS chassis out from frame and open
lid (also see How to Slide T1000 AS Chassis Out from Frame on page 108)
•replace_filter.mpg, video that shows how to replace a filter (also see How to Replace an Air Filter
on page 117)
•replace_fans.mpg, video that shows how to replace a fan assembly (also see How to Replace a Fan
Assembly on page 118 )
•replace_disk_drives.mpg, video that shows how to replace a hard disk drive assembly (also see
How to Replace Hard Disk Drive Assemblies on page 121)
•replace_main_unit.mpg, video that shows how to replace a T1000 AS chassis (also see How to
Replace a T1000 AS Chassis FRU on page 136)
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Installation Documents
This section contains links to assembly drawings, interconnect diagrams, and related installation
documents.
Note: A given application or set of applications might support only a DC environment or only
an AC environment. For information about which environment is supported, refer to the application
documentation. If the environment is not supported by the application, the link will open a
document that states that the drawing is not available.
Linked Documents For DC Environments
The following documents provide information about T1000 AS hardware systems in DC
environments:
•DC_AssemblyDrawing.pdf, a drawing of the maximum configuration possible in a frame in a
DC environment
•DC_InterconnectDiagram.pdf, a diagram that shows how the elements in a frame should be
connected
•DC_CableList.pdf, a list of the cables shown in the system interconnect drawing. The list contains
links to drawings of each cable used in the DC_InterconnectDiagram .
•DC_BreakerSettings.pdf, information that shows mapping of breakers to hardware components.
Linked Documents For AC Environments
The documents in this section provide information about T1000 AS hardware systems in AC
environments.
Note: Some applications and application sets do not support installation of T1000 AS hardware
systems in AC environments. When installation in an AC environment is not supported, the links
shown in this section will open documents that state “This application set does not support
installation in AC environments.”
•AC_PowerSystem.pdf, a detailed drawing of the rectifier used to convert AC to DC power
•AC_InterconnectDiagram.pdf, a diagram that shows how the elements in a customer-provided
frame should be connected in an AC environment
•AC_CableList.pdf, a list of the cables shown in the system interconnect drawing. The list contains
links to drawings of each cable used in the AC_InterconnectDiagram.pdf.
Applications Documents
T1000 AS units support a variety of applications. For more information, refer to application
documentation.
Note: Application documentation may also contain information about additional hardware.
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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.
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
(support.tekelec.com). 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 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.
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1. Log into the Tekelec new Customer Support site at support.tekelec.com.
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.
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 2: 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
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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)
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
•Columbia
Phone:
01-800-912-0537
•Dominican Republic
Phone:
1-888-367-8552
•Mexico
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Phone:
001-888-367-8552
•Peru
Phone:
0800-53-087
•Puerto Rico
Phone:
1-888-367-8552 (1-888-FOR-TKLC)
•Venezuela
Phone:
0800-176-6497
•Europe, Middle East, and Africa
•Signaling
Phone:
[phone] (within UK)
TAC Regional Support Office Hours:
8:00 a.m. through 7:00 p.m. (GMT), Monday through Friday, excluding holidays
•Software Solutions
Phone:
[phone]
TAC Regional Support Office Hours:
8:00 a.m. through 7:00 p.m. (GMT), Monday through Friday, excluding holidays
•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
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About This ManualHardware Manual

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).
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.
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