Callpilot 202i Svr Maintenance

Avaya CallPilot 202i Server Maintenanceand Diagnostics

5.0NN44200-708, 01.04

December 2010

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Contents

Chapter 1: Customer service....................................................................................................7Getting technical documentation.......................................................................................................................7Getting product training.....................................................................................................................................7Getting help from a distributor or reseller..........................................................................................................7Getting technical support from the Avaya Web site..........................................................................................8

Chapter 2: About this guide.....................................................................................................9In this chapter....................................................................................................................................................9Maintenance and diagnostics overview............................................................................................................9Who should read this guide...............................................................................................................................9Resolving system problems............................................................................................................................10Preparing for hardware or software maintenance...........................................................................................10Performing hardware maintenance.................................................................................................................10Rebuilding the CallPilot system.......................................................................................................................10Resolving system problems.............................................................................................................................11Using this guide...............................................................................................................................................11Using the CallPilot Administrator's Guide........................................................................................................12Using the CallPilot Troubleshooting Guide......................................................................................................12Replacing hardware components....................................................................................................................12Approved replacement parts...........................................................................................................................13Preparing for maintenance activities...............................................................................................................13Reference documents.....................................................................................................................................13

Chapter 3: Troubleshooting your Avaya CallPilot® system................................................17In this chapter..................................................................................................................................................17Overview.........................................................................................................................................................17LEDs and HEX display on the 202i server faceplate......................................................................................18Startup sequence and diagnostic codes.........................................................................................................18Section A: LED and HEX displays..................................................................................................................18In this section..................................................................................................................................................18Status LEDs and HEX display location...........................................................................................................19Interpreting the power status LED...................................................................................................................19Power status LED functions............................................................................................................................20Power status LED indications.........................................................................................................................20Interpreting the network and drive activity LEDs.............................................................................................21Network LED states........................................................................................................................................21Hard drive LED states.....................................................................................................................................22Interpreting the HEX display...........................................................................................................................22HEX display codes..........................................................................................................................................23Section B: Startup diagnostics........................................................................................................................24In this section..................................................................................................................................................24Startup diagnostic codes.................................................................................................................................25Critical startup diagnostic codes.....................................................................................................................25Non critical operating system and switch diagnostic codes............................................................................26P:XX failure codes...........................................................................................................................................27Startup sequence description..........................................................................................................................27Troubleshooting startup problems...................................................................................................................29

Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 3

Chapter 4: Using the operating system online diagnostic tools........................................31In this chapter..................................................................................................................................................31Overview.........................................................................................................................................................31Operating system Event Viewer......................................................................................................................31Operating system Diagnostics........................................................................................................................32TCP/IP diagnostics..........................................................................................................................................32Viewing event logs..........................................................................................................................................32Types of event logs.........................................................................................................................................33Where to seek more information.....................................................................................................................33Using TCP/IP diagnostic tools.........................................................................................................................36The ipconfig command....................................................................................................................................36Ipconfig default................................................................................................................................................36Ipconfig command syntax...............................................................................................................................36The ping command.........................................................................................................................................37Ping command syntax.....................................................................................................................................37The tracert command......................................................................................................................................38How tracert works...........................................................................................................................................38Tracert syntax..................................................................................................................................................39Tracert parameters..........................................................................................................................................39The arp command...........................................................................................................................................40Arp command syntax......................................................................................................................................40The nbtstat command.....................................................................................................................................41Nbtstat command syntax.................................................................................................................................41The netstat command.....................................................................................................................................42Netstat command syntax.................................................................................................................................42

Chapter 5: Using CallPilot Manager to monitor hardware...................................................45In this chapter..................................................................................................................................................45Understanding fault management...................................................................................................................45Event processing.............................................................................................................................................46Alarm notification.............................................................................................................................................46Section A: Tools for isolating and fixing hardware problems...........................................................................46In this section..................................................................................................................................................46Overview.........................................................................................................................................................47Component dependencies..............................................................................................................................47Detecting hardware problems.........................................................................................................................47Alarm Monitor..................................................................................................................................................48About alarms...................................................................................................................................................48Event Browser.................................................................................................................................................49About events...................................................................................................................................................49Maintenance page...........................................................................................................................................49More information.............................................................................................................................................50Channel and Multimedia Monitors...................................................................................................................50Disabling call channels....................................................................................................................................50Running diagnostics on call channels.............................................................................................................50Section B: Working with the Maintenance page..............................................................................................51In this section..................................................................................................................................................51Introducing the Maintenance page..................................................................................................................51What the Maintenance page provides.............................................................................................................51Maintenance activities for each component....................................................................................................52Viewing component states..............................................................................................................................53


Component states...........................................................................................................................................53Alert icons.......................................................................................................................................................54Starting and stopping components..................................................................................................................55Stop versus courtesy stop...............................................................................................................................55Courtesy stop..................................................................................................................................................55Stop.................................................................................................................................................................56Components that can be started and stopped................................................................................................56Running integrated diagnostics.......................................................................................................................57Before you begin.............................................................................................................................................58Components that have diagnostic tests available...........................................................................................58Diagnostic tests available for each component...............................................................................................58If a diagnostic test fails or cannot be run.........................................................................................................58Viewing the last diagnostic results..................................................................................................................60Last diagnostic results.....................................................................................................................................62Section C: Working with the Multimedia and Channel Monitors......................................................................63In this section..................................................................................................................................................63Working with the Multimedia Monitor..............................................................................................................63Working with the Channel Monitor..................................................................................................................64

Chapter 6: Using Avaya CallPilot® system utilities..............................................................65In this chapter..................................................................................................................................................65Overview.........................................................................................................................................................65Accessing the system utilities.........................................................................................................................66Diagnostics Tool..............................................................................................................................................66To access the Diagnostics Tool.......................................................................................................................66To enable startup diagnostics..........................................................................................................................67To disable startup diagnostics.........................................................................................................................67PEP Maintenance utility..................................................................................................................................68To access the PEP Maintenance utility...........................................................................................................68Session Trace.................................................................................................................................................68To access the session trace tool.....................................................................................................................69To find a session.............................................................................................................................................70Session type information.................................................................................................................................72System Monitor...............................................................................................................................................73To access the System Monitor........................................................................................................................74About the Channel Monitor tab.......................................................................................................................74CallPilot services.............................................................................................................................................74DSPs...............................................................................................................................................................75DS30X links.....................................................................................................................................................76About the System Info tab...............................................................................................................................76About the Legend/Help tab.............................................................................................................................77

Chapter 7: Performing hardware maintenance and mechanical assembly.......................79In this chapter..................................................................................................................................................79Overview.........................................................................................................................................................79Equipment required.........................................................................................................................................79Before you begin.............................................................................................................................................80Removing the server from the switch..............................................................................................................80Equipment required.........................................................................................................................................80What is next?..................................................................................................................................................81Replacing the server.......................................................................................................................................81202i server component diagram......................................................................................................................81


Replacing the hard drive.................................................................................................................................82Equipment required.........................................................................................................................................82Before you begin.............................................................................................................................................83Hard drive assembly diagram.........................................................................................................................83What is next?..................................................................................................................................................86Replacing the software feature key.................................................................................................................86Equipment required.........................................................................................................................................86Before you begin.............................................................................................................................................86

Index.........................................................................................................................................89


Chapter 1: Customer service

Visit the Avaya Web site to access the complete range of services and support that Avaya provides. Goto www.avaya.com or go to one of the pages listed in the following sections.

Navigation

• Getting technical documentation on page 7• Getting product training on page 7• Getting help from a distributor or reseller on page 7• Getting technical support from the Avaya Web site on page 8

Getting technical documentationTo download and print selected technical publications and release notes directly from theInternet, go to www.avaya.com/support.

Getting product trainingOngoing product training is available. For more information or to register, you can access theWeb site at www.avaya.com/support. From this Web site, you can locate the Training contactslink on the left-hand navigation pane.

Getting help from a distributor or resellerIf you purchased a service contract for your Avaya product from a distributor or authorizedreseller, contact the technical support staff for that distributor or reseller for assistance.


http://www.avaya.com

http://www.avaya.com/support


Getting technical support from the Avaya Web siteThe easiest and most effective way to get technical support for Avaya products is from theAvaya Technical Support Web site at www.avaya.com/support.

Customer service



Chapter 2: About this guide

In this chapterMaintenance and diagnostics overview on page 9

Resolving system problems on page 11

Replacing hardware components on page 12

Maintenance and diagnostics overviewThe maintenance and diagnostic activities discussed in this guide are divided into two groups ofactivities:

• troubleshooting and diagnostics (identifying the cause of and resolving system problems)• performing hardware maintenance

For a list of Avaya CallPilot® documentation, see the document map on page Referencedocuments on page 13.

Who should read this guideThis guide is for administrators, technicians, and engineers who maintain an Avaya CallPilotserver. It is intended to be a guide for the following purposes:

• using system tools to identify the cause of system problems

• installing, replacing, or upgrading hardware components

This guide is based on the assumption that you have basic computing skills and are familiarwith necessary safety procedures. For more information about safety, see CallPilotFundamentals NN44200-100.


Resolving system problemsThis guide describes how to use a variety of CallPilot resources to resolve system problems.

If you cannot resolve your problem with the resources described in this guide, see the followingdocuments:

• CallPilot Administrator's Guide NN44200-601

• CallPilot Troubleshooting Guide NN44200-700

Note:For more details, see Resolving system problems on page 11.

Preparing for hardware or software maintenanceThe CallPilot Installation and Configuration Task List NN44200-306 explains how to restart,shut down, and power up the CallPilot server. You may be asked to perform one or more ofthese tasks while maintaining your server.

Performing hardware maintenancePerforming hardware maintenance and mechanical assembly on page 79 explains how toreplace hardware components. For more details, see Replacing hardware components onpage 12.

Rebuilding the CallPilot systemWhen you purchase your CallPilot server, it is preinstalled with the operating system andCallPilot server software. If your CallPilot server no longer functions because of a softwareproblem, you may need to reinstall the CallPilot software or rebuild the system.

To locate instructions for these tasks, see the CallPilot Software Administration andMaintenance Guide .NN44200-600.

About this guide


Resolving system problemsChapters 2 to 5 in this guide describe how to use a variety of CallPilot resources to resolvesystem problems.

If you cannot resolve your problem with the resources described in this guide, see the followingdocuments:

• CallPilot Administrator's Guide NN44200-601• CallPilot Troubleshooting Guide NN44200-700

Using this guideThis guide provides instructions to use the resources provided by your 202i server, as follows.

To SeeInterpret the LEDs on the 202i server Troubleshooting your Avaya CallPilot®

system on page 17

Interpret startup sequence and diagnosticcodes

Troubleshooting your Avaya CallPilot®system on page 17

Use the operating system diagnostic tools,including Event Viewer and TCP/IPdiagnostic tools

Using the operating system online diagnostictools on page 31

Use the Event Browser, Alarm Monitor, andMaintenance page in CallPilot Manager

Using CallPilot Manager to monitorhardware on page 45

Use the following CallPilot system utilities:

• Diagnostics Tool

• System Monitor

Using Avaya CallPilot® system utilities onpage 65

Resolving system problems


Using the CallPilot Administrator's GuideThe CallPilot Administrator's Guide NTP NN44200-601 provides valuable information formonitoring system performance. The CallPilot Administrator's Guide describes how to

• view and filter server events

• monitor the CallPilot server performance, disk space, and database

• monitor and manage CallPilot channels

• troubleshoot CallPilot call service and system operation problems

Using the CallPilot Troubleshooting GuideThe CallPilot Troubleshooting Guide NN44200-700 describes symptoms that can appear onall CallPilot server platforms, and how to resolve them.

Use the CallPilot Troubleshooting Guide to resolve the following types of problems:

• server boot cycle failures

• peripheral device problems

• monitor display problems

• server-to-network connection problems

• remote access connection problems

• CallPilot application problems

Replacing hardware componentsThis guide describes how to replace or install hardware components as follows.

To replace or install SeeThe 202i server (in the event of a completesystem failure)

Replacing the server on page 81

The hard drive Replacing the hard drive on page 82

The software feature key (dongle) Replacing the software feature key onpage 86

About this guide


Approved replacement partsBefore you replace any parts on your server, see the Avaya product catalog for the part codes.

Caution:Risk of system damage

The use of parts that are not approved by Avaya can cause serious system problems or voidyour Avaya warranty.

Preparing for maintenance activitiesBefore you proceed with hardware maintenance activities, review the CallPilot Installation andConfiguration Task List NN44200-306 for the following information:

• required tools and equipment

• recommended safety precautions for electrostatic discharge, handling cards, andhandling your server

• instructions to shut down your 202i server or for take it out of service

Reference documentsFor a list of all CallPilot documents see the following Customer Documentation Map.

Table 1: Call Pilot Customer Documentation Map

Fundamentals

Fundamentals Guide (NN44200-100)

Library Listing (NN44200-117)

Planning and Engineering

Planning and Engineering Guide (NN44200-200)

Network Planning Guide (NN44200-201)

Converging the Data Network with VoIP Guide (NN43001-260)

Solution Integration Guide for Communication Server 1000/Call Pilot/ContactCenter/Telephony Manager (NN49000-300)

Approved replacement parts


Installation and Configuration

Upgrade and Platform Migration Guide (NN44200-400)

High Availability: Installation and Configuration (NN44200-311)

Geographic Redundancy Application Guide (NN44200-322)

Installation and Configuration Task List Guide (NN44200-306)

Quickstart Guide (NN44200-313)

Installer Roadmap (NN44200-314)

Server Installation Guides

201i Server Hardware Installation Guide (NN44200-301)

202i Server Hardware Installation Guide (NN44200-317)

202i Installer Roadmap (NN44200-319)

703t Server Hardware Installation Guide (NN44200-304)

1002rp Server Hardware Installation Guide (NN44200-300)

1002rp System Evaluation (NN44200-318)

1005r Server Hardware Installation Guide (NN44200-308)

1005r System Evaluation (NN44200-316)



600r System Evaluation (NN44200-315)

Configuration and Testing Guides

Meridian 1 and CallPilot Server Configuration Guide (NN44200-302)

T1/SMDI and CallPilot Server Configuration Guide (NN44200-303)

Communication Server 1000 System and CallPilot Server ConfigurationGuide (NN44200-312)

Unified Messaging Software Installation

Desktop Messaging and My CallPilot Installation and AdministrationGuide (NN44200-305)

Administration

Administrator Guide (NN44200-601)

Software Administration and Maintenance Guide (NN44200-600)

Meridian Mail to CallPilot Migration Utility Guide (NN44200-502)

Application Builder Guide (NN44200-102)

Reporter Guide (NN44200-603)

About this guide


Maintenance

Troubleshooting Reference Guide (NN44200-700)

Preventative Maintenance Guide (NN44200-505)

Server Maintenance and Diagnostics

201i Server Maintenance and Diagnostics Guide (NN44200-705)

202i Server Maintenance and Diagnostics Guide (NN44200-708)

703t Server Maintenance and Diagnostics Guide (NN44200-702)

1002rp Server Maintenance and Diagnostics Guide (NN44200-701)

1005r Server Maintenance and Diagnostics Guide (NN44200-704)



Contact Center Manager Communication Server 1000/Meridian 1 & VoiceProcessing Guide (297-2183-931)

End User Information

End User Cards

Unified Messaging Quick Reference Card (NN44200-111)

Unified Messaging Wallet Card (NN44200-112)

A-Style Command Comparison Card (NN44200-113)

S-Style Command Comparison Card (NN44200-114)

Menu Interface Quick Reference Card (NN44200-115)

Alternate Command Interface Quick Reference Card (NN44200-116)

Multimedia Messaging User Guide (NN44200-106)

Speech Activated Messaging User Guide (NN44200-107)

Desktop Messaging User Guide for Microsoft Outlook (NN44200-103)

Desktop Messaging User Guide for Lotus Notes (NN44200-104)

Desktop Messaging User Guide for Novell Groupwise (NN44200-105)

Desktop Messaging User Guide for Internet Clients (NN44200-108)

Desktop Messaging User Guide for My CallPilot (NN44200-109)

Voice Forms Transcriber User Guide (NN44200-110)

Reference documents


About this guide


Chapter 3: Troubleshooting your AvayaCallPilot® system

In this chapterOverview on page 17

Section A: LED and HEX displays on page 18

Status LEDs and HEX display location on page 19

Interpreting the power status LED on page 19

Interpreting the network and drive activity LEDs on page 21

Interpreting the HEX display on page 22

Section B: Startup diagnostics on page 24

Startup diagnostic codes on page 25

Startup sequence description on page 27

Troubleshooting startup problems on page 29

OverviewThis guide provides instructions to use the resources provided by your 202i system. Use theseresources to determine the cause of system problems, and then resolve them.


LEDs and HEX display on the 202i server faceplateThe LEDs indicate when

• the 202i server is in use

• it is safe to remove the server from the switch

• network activity is occurring

The HEX display displays messages that appear during startup or normal 202i serveroperation.

For more information, see Section A: LED and HEX displays on page 18.

Startup sequence and diagnostic codesTo help you determine if the 202i server started successfully (or if it failed), watch the startupsequence and the diagnostic codes that appear. The entire sequence occurs when you performof the following:

• Lock the 202i server against the switch backplane. When locked against the backplane,the 202i server begins receiving power.

• Restart the operating system.

• Press Reset on the 202i server faceplate to restart the hardware.

For more information, see Section B: Startup diagnostics on page 24.

Section A: LED and HEX displays

In this sectionStatus LEDs and HEX display location on page 19

Interpreting the power status LED on page 19

Interpreting the network and drive activity LEDs on page 21

Interpreting the HEX display on page 22

Troubleshooting your Avaya CallPilot® system


Status LEDs and HEX display locationThe following diagram shows the location of the status LEDs and HEX display on the 202iserver faceplate.

Interpreting the power status LEDThe power status LED is the upper LED on the 202i server faceplate, directly below the locklatch. The LED indicates whether it is safe to remove the server from the switch (which results ina server power down).

Caution:Risk of equipment damage or data loss

Do not remove the 202i server during normal operation or certain phases of the startupsequence, as this can damage the operating system files on the hard disk.

Status LEDs and HEX display location


To determine if it is safe to remove the 202i server from the switch, see Power status LEDindications on page 20.

Power status LED functionsThe LED indicates two server states:

• The 202i server is in use.

• It is safe to remove the 202i server from the switch.

Power status LED indications

IF the power status LEDis

THEN

On the server is receiving power from the shelf. It is safe to remove itfrom the switch.

Note:When the LED is lit, the HEX display may display one of thefollowing: T:XX, F:XX, HOST, or DOWN.

Off Caution:

Risk of equipment damage or data lossIt is not safe to remove the server from the switch. The serveris in one of the following states:• The server is in the operating system startup sequence.• The server has completed the startup sequence and is

running.

Note:You must courtesy down Avaya CallPilot, and then shutdown the operating system before you can remove the202i server from the switch. For instructions, see"Powering down the server" in the Avaya CallPilotInstallation and Configuration Task List. NN44200-306.



Interpreting the network and drive activity LEDsThe 202i server provides two LEDs for each RJ45 Ethernet connector to indicate ELAN Subnet,and Avaya server subnet CLAN activity. They following diagram shows a close up view of thetwo RJ45 Ethernet connectors and the two LEDs for each connector.

Network LED states.

IF the ELAN or CLAN networkactivity LEDs are

THEN

Off a valid hardware connection with the network is notestablished.Ensure that the cable is connected to the respectivenetwork switch or hub. If the cable is connected,ensure that the cable is not damaged.

On or blinking rapidly a valid hardware connection with the network isestablished and network activity is occurring.

Interpreting the network and drive activity LEDs


IF the ELAN or CLAN networkactivity LEDs are

THEN

Note:Before the 202i server can receive or transmit data,you must configure valid IP settings on the 202iserver by running the Configuration Wizard. Forinstructions, see the CallPilot Manager online Help.

IF the ELAN or CLAN connectionspeed LEDs are

THEN

Off a valid hardware connection with the network is notestablished, or if the upper network activity LED is on,there is 10Mb network activity.Ensure that the cable is connected to the respectivenetwork switch or hub. If the cable is connected,ensure that the cable is not damaged.

On a valid hardware connection with the network isestablished and100Mb network activity is occurring.

Hard drive LED states

IF the I LED is THENOff the hard drive is idle.

On the hard drive is being accessed.

Interpreting the HEX displayThis section describes the codes that can appear on the HEX display during startup or normal202i server operation.

Note:For a description of the codes that appear during startup diagnostics, see Startup diagnosticcodes on page 25. For a description of the startup sequence, see Startup sequencedescription on page 27.



HEX display codesDuring startup and normal 202i server operation, the HEX display on the server faceplatedisplays one of the codes in the following table.

HEX display output DescriptionStartup codes

T:XX The 8051 controller is starting and runningdiagnostics. These diagnostics occur during a coldrestart (when the server is powered up, or if you pressReset on the 202i server faceplate).For more details, see Startup diagnostic codes onpage 25.

F:XX At least one diagnostic failed. The displayed errorcode represents the first failed diagnostic.For more details, see Startup diagnostic codes onpage 25.

P:XX An Extended POST error occurred, where XXrepresents a two-character code. If the error is acritical error, the start cycle may halt. If the error is anon critical error, the error code is logged in theoperating system event log after the operating systemstarts and the CallPilot 8051 device driver starts.

Important:POST Terminal errors that result in a system halt donot appear on the HEX display. If you cannot usethe HEX display to determine the cause of a systemhalt, contact your Avaya technical supportrepresentative.

HOST This code appears during the startup sequence andmeans that BIOS diagnostics started.

NT The operating system start sequence has started.

OK The operating system start sequence was successfuland the 8051 controller is operating normally.

CallPilot and 202i server operation codes

BOOT CallPilot is starting and is not yet fully operational.

PASS CallPilot is fully operational and ready to accept calls.

WARN CallPilot is ready to accept calls. However, someservices failed the start sequence. Review the eventlog for further information.

HEX display codes


HEX display output DescriptionStartup codes

FAIL CallPilot failed the start sequence and cannot acceptcalls. Review the event log for further information.

MIN A minor alarm occurred. Review the event log forfurther information.

MAJ A major alarm occurred. Review the event log forfurther information.

CRI A critical alarm occurred. Review the event log forfurther information.

??? An alarm of unknown severity occurred. This errorshould not occur on a properly installed system. Theseverity of this event is treated as higher-than-critical, contact your Avaya technical supportrepresentative.

DOWN The operating system shut down. When the powerstatus LED is on, it is safe to remove the 202i serverfrom the switch.If you perform a cold restart by pressing Reset on the202i server faceplate, or by removing and thenreinserting the 202i server in the switch, the startsequence starts at stage 1, described in Startupsequence description on page 27.If you perform a warm restart by selecting Restart onthe operating system shutdown menu, the startsequence begins at stage 9, described in Startupsequence description on page 27. However, theHEX display behaves as follows:

• The DOWN message remains displayed until theoperating system start sequence begins.

• The DOWN message does not scroll.

Section B: Startup diagnostics

In this sectionStartup diagnostic codes on page 25

Startup sequence description on page 27



Troubleshooting startup problems on page 29

Startup diagnostic codesHEX display diagnostic codes are divided into the following two categories:

• critical startup diagnostics• non critical operating system and switch diagnostics

Critical startup diagnostic codesAll critical startup diagnostics must pass before the 202i can proceed with the start sequence. Ifa critical diagnostic fails, the start sequence indefinitely halts, an error code displays, and youhere a continuous beep.

The following table shows the critical startup diagnostic codes with their corresponding failurecodes. Failure of these diagnostics means that there has been a server failure. The start cyclehalts.

Note:When a test succeeds, the next test code appears.

Test code Test description Failure codeT:01 Internal RAM self-test F:01

T:02 ALU self-test F:02

T:03 Address mode self-test F:03

T:04 Boot ROM self-test F:04

T:05 Timer self-test F:05

T:06 Watchdog self-test F:06

T:07 EEPROM self-test F:07

T:08 End of system controller self-testsThe power status LED blinks three times.

not applicable

HOST Start of BIOS diagnosticsThe monitor displays the BIOS start screen.If a critical error occurs, the start cycle halts.Examples of critical errors are memory

HOST continues toscroll across the HEXdisplay

Startup diagnostic codes


Test code Test description Failure codefailure or another type of error resulting in nodisplay on the monitor.

Non critical operating system and switch diagnostic codesIf a noncritical operating and switch diagnostic test fails, the HEX display stops at the failedtest. The remaining diagnostics are not performed. The start sequence continues, but serverfunctionality can be compromised.

The following table shows the noncritical operating system and switch diagnostic codes withthe corresponding failure codes.

Note:While the test is in progress, the following codes may appear for a short period. If thesemessages display temporarily (that is, no longer than 1 second), a problem does not exist.

Status code Operation description Failure codeHOST Continuation of BIOS diagnostics.

The monitor displays the BIOS start screen.If a noncritical error occurs, the servercontinues the start sequence.

P:XX

NT The operating system start sequencestarted.

Note:If the CallPilot server software is notinstalled, the HEX display remains at NT.(This can occur if you are rebuilding asystem.) During CallPilot softwareinstallation, the 8051 device driver iscopied to the operating system, at whichpoint the HEX display shows CDLN.

P:XX

Note:For a description, see P:XX failure codes onpage 27.

CDLN 8051 device driver on the operating systemhas started; beginning of Cardlan interfacecommunication (DS30x interfaceinitialization)The system controller communicates withthe switch, indicating that two cards areinstalled, and waits for switchacknowledgement.

CDLNNeither DS30x interfacewas initialized (bothfailed).

C:01 Initialization of the first DS30x interface C:01Initialization of the firstDS30x interface failed.



Status code Operation description Failure codeOK Switch acknowledgement complete

The operating system startup is complete,and CallPilot Fault Management takes over.

CRI, FAIL, MAJ, MIN, orWARN

P:XX failure codesP:XX indicates a BIOS diagnostic error, where XX represents a two-character code. If the erroris a critical error, the start cycle may halt. If the error is a noncritical error, the error code isreported in the operating system system event log after the operating system start sequencecompletes and the CallPilot 8051 device driver starts.

Note:If CallPilot is not installed, no event is logged.

Important:POST Terminal errors that result in a system halt do not appear on the HEX display. If youcannot use the HEX display to determine the cause of a system halt, contact your Avayatechnical support representative.

Startup sequence descriptionThe following table describes the startup sequence and the diagnostic stages that occur. Theentire sequence occurs when you perform one of the following activities:

• You lock the 202i against the switch backplane, and the 202i powers up.• You press Reset on the 202i server faceplate to perform a hardware restart.

Note:If you restart the operating system by clicking the Shut Down and Restart options, the startsequence starts at stage 9. However, the HEX displayed in the status LED behaves asfollows:

• The DOWN message remains displayed until the operating system start sequencebegins.

• The DOWN message does not scroll.

P:XX failure codes


Stage Description Status LEDHEX

display

Status LEDstate

1 Internal RAM self-testThis is the start of critical startup diagnostics forthe 8051 system controller. If any test fails, thestartup cycle halts.Approximate duration: less than 1 second

T:01 ON

2 ALU self-testApproximate duration: less than 1 second

T:02 ON

3 Address mode self-testApproximate duration: less than 1 second

T:03 ON

4 Boot ROM self-testApproximate duration: less than 1 second

T:04 ON

5 Timer self-testApproximate duration: less than 1 second

T:05 ON

6 Watchdog self-testApproximate duration: less than 1 second

T:06 ON

7 EEPROM self-testThis is a noncritical diagnostic. If it fails, this is anoncritical error, and the start cycle continues.Approximate duration: less than 1 second

T:07 ON

8 End of system controller self-tests. No errors werefound.Approximate duration: less than 3 seconds

T:08 blinks threetimes

9 Beginning of BIOS diagnostics

Note:The BIOS splash screen appears, and HOSTscrolls across the HEX display.

Approximate duration: 7 seconds

HOST ON

10 Beginning of the operating system start sequenceThe monitor displays the operating system logonprompt.You are prompted for an operating system username and password. If the system needs to beconfigured, a pop-up box for MaintenanceConfiguration Detection Information may appearto remind you.If the Maintenance Configuration DetectionInformation box appears, click OK unless youwant a reminder to configure the server.

NT OFF

11 Completion of operating system start sequence.The 8051 system controller is running normally.

OK OFF



Stage Description Status LEDHEX

display

Status LEDstate

12 The 202i CallPilot software loads.OK means that CallPilot loaded. CallPilot FaultManagement takes over.If FAIL, WARN, CRI, MAJ, or MIN appears insteadof OK, a fault occurred. Use the system andCallPilot Manager event logs and Alarm Monitorto determine what happened.Approximate duration: 5 minutes

One of thefollowing,asapplicable:

• BOOT

• PASS

• FAIL

• WARN

• CRI

• MAJ

• MIN

OFF

Troubleshooting startup problemsThis section suggests tasks you can perform to determine why the 202i server fails the startupcycle.

To determine why the 202i server failed the 8051 startup

1. Note any diagnostic codes.2. Try restarting the server by pressing Reset on the 202i server faceplate.3. During the restart sequence, view the diagnostic codes on the HEX display for

failures.

For a description, see Startup sequence description on page 27.

Note:Allow 5 minutes for the start cycle to complete.

4. For other suggestions, see the CallPilot Troubleshooting Guide.5. If you still cannot find the cause of the failure, call your Avaya technical support

representative.

To determine why the 202i server failed to start CallPilot

1. Note any diagnostic codes.2. Try restarting the server by pressing Reset on the 202i server faceplate.3. During the start sequence, view the diagnostic codes on the HEX display for failures.

Troubleshooting startup problems


For a description, see Startup sequence description on page 27.

Note:Allow 5 minutes for the start cycle to complete.

4. View the event logs.

For instructions, see Viewing event logs on page 32.5. For other suggestions, see the CallPilot Troubleshooting Guide for other

suggestions.6. If you still cannot find the cause of the failure, call your Avaya technical support

representative.



Chapter 4: Using the operating systemonline diagnostic tools


Viewing event logs on page 32

Using TCP/IP diagnostic tools on page 36

OverviewThis section describes how to access the run-time online diagnostic tools provided by theoperating system server software. Use these tools when a serious problem prevents the useof the Avaya CallPilot® diagnostic tools that are available in Avaya CallPilot Manager.

Caution:Risk of software corruption

Do not run utilities that are not documented in this guide.

Operating system Event ViewerThe operating system Event Viewer provides event logs to help you diagnose and debugsystem problems.


Operating system DiagnosticsThe operating system Diagnostics window allows you to view details about the system andnetwork components.

TCP/IP diagnosticsThis chapter describes the following TCP/IP diagnostic tools:

• ipconfig

• ping

• tracert

• arp

• nbtstat

• netstat

These utilities help you to verify network connectivity. They help you to thoroughly test thenetwork interface and isolate any configuration problems. Network connectivity is essential toCallPilot operation.

Viewing event logsWhen the server startup cycle is complete, and if you configured the CallPilot server see theCallPilot <switch model> and CallPilot Server Configuration guide for your switch and server),the HEX display should show Pass, and messages in dialog boxes on the monitor indicate thatCallPilot is ready to accept calls.

If the HEX display shows FAIL, CRI, MAJ, MIN, or FAIL or one or more error messages appearson the monitor, an event (such as a warning, error, or information display) occurred. Todetermine what happened, you can use the following tools:

• operating system Event Viewer on the 202i server (see To use the operating system EventViewer on page 33)

• CallPilot Event Browser or Alarm Monitor in CallPilot Manager

For more information, perform one of the following:

- See Alarm Monitor on page 48.

Using the operating system online diagnostic tools


- See the CallPilot Administrator's Guide NN44200-601.

Note:The Event Browser and Alarm Monitor include online Help for events, which may help youto resolve the problem. If you cannot log on to the CallPilot system using a Web browserdue to server problems, then use the operating system Event Viewer.

Types of event logsThree types of event logs are available from the operating system Event Viewer, as follows.

Log type DescriptionSystem Logs events by the operating system components, including

Routing and Remote Access Server (RRAS) or otheroperating system services.

Security Logs security events, such as logons, logoffs, illegal access.This option is available only to users with Administrativeaccess.

Applications Logs events by application, such as database file errors.

Where to seek more informationFor more information about using the operating system Event Viewer, click Help, Contents inthe Event Viewer window. See also To use the operating system Event Viewer on page 33.

To use the operating system Event Viewer

1. Click Start, Programs, Administrative Tools, Event Viewer.

The Event Viewer window appears.

Types of event logs


2. To view a log, click the name of the log in the left pane.

The illustration shows an example of the Application log.

An example of a System log appears in the following illustration.



Note:The Security log available only to administrators is not shown.

3. Look for error codes flagged that occurred since the last startup. Each error is dateand time stamped.

major or critical errors

warnings

information

4. To determine the cause of the error, select and double-click the error.

A description of the error appears in an Event Detail dialog box. An example of anerror description is shown in the Event Detail dialog box in the Application logillustration on 2 on page 34.

5. Use the error description to help determine how to resolve errors.

Note:If the error persists or does not suggest a solution, contact your Avaya supportrepresentative.

6. Click Close.

The event log reappears.7. Click Log, Exit.

The Event Viewer closes.

Where to seek more information


Using TCP/IP diagnostic toolsThis section describes the following TCP/IP diagnostic tools available for the network adapter.These tools are useful to diagnose LAN communication problems. The first three tools are themost useful:

• ipconfig (The ipconfig command on page 36)• ping (The ping command on page 37)• tracert (The tracert command on page 38)• arp (The arp command on page 40)• nbtstat (The nbtstat command on page 41)• netstat (The netstat command on page 42)

These utilities help you to verify network connectivity. Network connectivity is essential toCallPilot operation. These utilities help you to thoroughly test the network interface and isolateconfiguration problems.

The ipconfig commandThe ipconfig command displays IP configuration information.

Ipconfig defaultIf you run the command without flags, it displays the IP address, subnet mask, and defaultgateway for each adapter bound to TCP/IP.

Ipconfig command syntaxipconfig /[ ]The following flags are available for the ipconfig command.

Flag Description/? Displays Help information.



Flag Description/all Displays full configuration information.

/release Releases the IP address for the specified adapter.

/renew Renews the IP address for the specified adapter.

To run the ipconfig command from the operating system

1. Click Start, Programs, Accessories, Command Prompt to display the commandprompt window.

The Command Prompt window appears.2. At the prompt, type ipconfig <with appropriate parameters>.

Example: ipconfig /all3. Press Enter.

The system runs the ipconfig utility.4. Type Exit to close the Command Prompt window.

The ping commandThe ping command sends an echo request to a specified host. Use this command to verifynetwork connectivity to the remote device.

Ping command syntaxThe ping command uses the following syntax:

ping [-t] [-a] [-n count] [-l size] [-f] [-i TTL] [-v TOS] [-r count][-s count] [[-j host-list] | [-k host-list]] [-w timeout]destination-list

Parameter Description-t Pings the specified host until interrupted.

-a Resolves addresses to host names.

-n count Specifies the number of echo requests to send.

-l size Sends buffer size.

-f Set Don't Fragment flag in packet.

The ping command


Parameter Description-i TTL Time To Live

-v TOS Type Of Service

-r count Record route for count hops

-s count Time stamp for count hops

-j host-list Loose source route along host list

-k host-list Strict source route along host list

-w timeout Time-out in milliseconds to wait for each reply

To run the ping command from the operating system


The Command Prompt window appears.2. At the prompt, type ping <destination IP address> (for example, ping 200.286.32.0),

or ping <computer name>.3. Press Enter.

The system displays the ping results.4. Type Exit to exit the Command Prompt window.

The tracert commandThis utility determines the route to a destination.

How tracert worksThe tracert utility follows several steps:

• Tracert sends Internet Control Message Protocol (ICMP) echo packets with varying Time-To-Live (TTL) values to the destination.

• Each router along the path must decrement the TTL on a packet by at least 1 beforeforwarding it, so the TTL is effectively a hop count.

• When the TTL on a packet reaches 0, the router sends back an ICMP Time Exceededmessage to the source system.



• Tracert determines the route by sending the first echo packet with a TTL of 1 andincrementing the TTL by 1 on each subsequent transmission until the target responds, orthe maximum TTL is reached.

• Tracert then examines the ICMP Time Exceeded messages sent back by intermediaterouters.

Tracert syntaxtracert [-d] [-h maximum_hops] [-j host_list] [-w timeout][target_name]

Tracert parametersThe tracert command uses the following parameters.

Parameter Description-d Specifies not to resolve addresses to hostnames.

-h maximum_hops Specifies the maximum number of hops to search for the target.

-j host-list Specifies a loose source route along the host list.

-w timeout Waits the number of milliseconds specified by the timeout foreach reply.

target_name The name of the target host.

To run the tracert command from the operating system


The Command Prompt window appears.2. At the prompt, type the following command:

tracert [-d] [-h maximum_hops] [j host_list] [-w timeout][target name]Example: tracert 200.286.0.32 210 200.236.0.04

3. Press Enter.

The system runs the tracert utility.4. Type Exit to exit the Command Prompt window.

Tracert syntax


The arp commandThe arp command displays and modifies the IP-to-physical address translation tables used byAddress Resolution Protocol (arp).

Arp command syntaxThe arp command uses the following syntax:

arp -s inet_addr eth_addr [if_addr]arp -d inet_addr [if_addr]arp -a [inet_addr] [-N if_addr]

Parameter Description-a Displays current arp entries by interrogating the current protocol

data. If inet_addr is specified, the IP and physical addresses for onlythe specified computer appear. If more than one network interfaceuses arp, entries for each arp table appear.

-g Same as -a.

inet_addr Specifies an Internet address.

if_addr Specifies the Internet address of the interface whose addresstranslation table you need to modify. If not present, the first applicableinterface is used.

eth_addr Specifies a physical address.

-N if_addr Displays the arp entries for the network interface specified by if_addr.

-d Deletes the host specified by inet_addr.

-s Adds the host and associates the Internet address inet_addr with thephysical address eth_addr. The physical address is given as sixhexadecimal bytes separated by hyphens. The entry is permanent.

To run the arp command from the operating system


The Command Prompt window appears.2. At the prompt, type arp with the required parameters (for example, arp -g

200.286.0.32).



3. Press Enter.

The system runs the arp command.4. Type Exit to exit the Command Prompt window.

The nbtstat commandThe nbtstat command displays protocol statistics and current TCP/IP connections using NBT.

Nbtstat command syntaxThe nbtstat command uses the following syntax:

nbtstat [-a remotename] [-A IP address] [-c] [-n] [-R] [-r] [-S] [-s][interval]

Parameter Description-a remotename Lists the remote computer name table using its name.

-A IP address Lists the remote computer name table using its IP address.

-c Lists the contents of the NetBIOS name cache giving the IP addressof each name.

-n Lists local NetBIOS names. Registered indicates that the name isregistered by broadcast (Bnode) or WINS (other node types).

-R Reloads the LMHOSTS file after purging all names from theNetBIOS name cache.

-r Lists name resolution statistics for Windows networking nameresolution. On a computer configured to use WINS, this optionreturns the number of names resolved and registered throughbroadcast or through WINS.

-S Displays both client and server sessions, listing the remote hosts byIP address only.

-s Displays both client and server sessions, and attempts to convertthe remote host IP address to a name using the HOSTS file.

interval Displays selected statistics, pausing interval seconds between eachdisplay. Press Ctrl+C to stop displaying statistics. Without thisparameter, nbtstat prints the current configuration information once.

The nbtstat command


To run the nbtstat command from the operating system


The Command Prompt window appears.2. At the prompt, type nbtstat with the required parameters.3. Press Enter.

The system runs the nbtstat utility.4. Type Exit to exit the Command Prompt window.

The netstat commandThe netstat command displays current TCP/IP network connections and protocol statistics.

Netstat command syntaxThe netstat command uses the following syntax:

netstat [-a] [-e] [-n] [-s] [-p proto] [-r] [interval]

Parameter Description-a Displays all connections and listening ports.

-e Displays Ethernet statistics. This can be combinedwith the -s option.

-n Displays addresses and port numbers in numericalform.

-s Displays the statistics for each protocol.

-p proto Shows connections for the protocol specified by proto.Proto can be tcp or udp. If used with the -s option, protocan be tcp, udp, or ip.

-r Displays the contents of the routing table.

interval Redisplays selected statistics, pausing between eachdisplay. Press Ctrl+C to stop redisplaying statistics.

To run the netstat command from the operating system




The Command Prompt window appears.2. At the prompt, type netstat with the required parameters.3. Press Enter.

The system runs the netstat utility.4. Type Exit to close the Command Prompt window.

Netstat command syntax


Chapter 5: Using CallPilot Manager tomonitor hardware

In this chapterUnderstanding fault management on page 45

Section A: Tools for isolating and fixing hardware problems on page 46

Overview on page 47

Alarm Monitor on page 48

Event Browser on page 49

Maintenance page on page 49

Channel and Multimedia Monitors on page 50

Section B: Working with the Maintenance page on page 51

Introducing the Maintenance page on page 51

Viewing component states on page 53

Starting and stopping components on page 55

Running integrated diagnostics on page 57

Viewing the last diagnostic results on page 60

Section C: Working with the Multimedia and Channel Monitors on page 63

Working with the Multimedia Monitor on page 63

Working with the Channel Monitor on page 64

Understanding fault managementFault management describes how the Avaya CallPilot® server detects and notifies you ofpotential or real hardware problems (faults).


The server processes events to detect hardware problems and raises alarms to notify youwhen these problems occur.

Event processingAn event is any change in system configuration or operational state. An event is also any actionthe system takes that requires user notification. Events can be as insignificant as a user logonattempt or as serious as a faulty DSP switching to disabled status.

All events are reported to the fault management server, a subsystem within the Avaya CallPilotserver. The fault management server enables the server to listen and respond to clients. Theinteraction is called event processing and is the means by which the server detects hardwarefaults.

Alarm notificationAlarms are warnings generated by events. Alarms communicate the same information asevents. However, alarms are reported in the Alarm Monitor instead of the Event Browser andare managed differently than events.

When an alarm appears in the Alarm Monitor, Avaya recommends that you investigate theproblem, isolate it, and then fix the problem. When you fix the problem, you can then clear thealarm from the Alarm Monitor.

Section A: Tools for isolating and fixing hardware problems

In this sectionOverview on page 47

Alarm Monitor on page 48

Event Browser on page 49

Maintenance page on page 49

Channel and Multimedia Monitors on page 50

Using CallPilot Manager to monitor hardware


OverviewThis section describes how to use the CallPilot Manager tools to detect, isolate, and fix potentialor real hardware problems.

Component dependenciesThe status of some components depend on the operational status of other components. If acomponent fails or stops, the dependent components go out of service.

Note:Based on the CallPilot server type, and the type of switch connected to CallPilot, some ofthese components may not appear on your system.

Component Dependent componentsMotherboard (IPEserver)

All DSPs, and all multimedia and call channels associated with the IPEserver.

Time Switch All multimedia and call channels associated with the same MPB as thetime switch.

DS30X All DS30X channels associated with the DS30X link.

Detecting hardware problemsTypically, you first become aware of a hardware problem when an alarm is raised. All hardwarefaults produce an alarm (or series of alarms, depending on the problem) in the Alarm Monitor.

Other indications of a hardware problem include the following:

• user complaints

• call processing difficulties, such as busy signals, static, dropped calls, connectionproblems, and cross talk (hearing other conversations)

• system administrator logon difficulties

• alert icons on the Maintenance page

Overview


Alarm MonitorUse the Alarm Monitor to investigate one or more raised alarms.

About alarmsAlarms are warnings generated by events. Alarms communicate the same information asevents. However, alarms are reported in the Alarm Monitor instead of the Event Browser, andare managed differently than events:

• Alarms appear in the Alarm Monitor only for Minor, Major, and Critical events (notInformation events). All events can be reported in the Event Browser (depending onfiltering criteria defined in the Event Browser).

• The first time an event occurs, it generates an alarm that appears in the Alarm Monitor.If the same event continues to occur, a new alarm is not generated. Instead, the time anddate assigned to the original generated alarm is updated.

• Alarms can be cleared from the Alarm Monitor, but the event that generated the alarm isnot cleared from the event log or the Event Browser.

Each alarm in the Alarm Monitor has Help text that often provides a solution to the problem. Ifthe solution is not apparent, use the Event Browser or the Maintenance page to furtherinvestigate the problem.

For detailed information about how to use the Alarm Monitor, see the CallPilot Administrator'sGuide NN44200-601, or the CallPilot Manager online Help.

To investigate using the Alarm Monitor

1. Run CallPilot Manager and log on.2. In CallPilot Manager, click System, Alarm Monitor.

The Alarm Monitor page appears.3. Click the Event Code for the first critical or major alarm.

A description of the event appears in a new Web browser window.4. Review the description and recovery action.5. Repeat steps 3 on page 48 and 4 on page 48 to view more alarms, if necessary.6. If the solution to the problem is not apparent, obtain the return code of the first event

and continue the investigation by using the Event Browser (see Event Browser onpage 49).



Event BrowserUse the Event Browser to investigate a series of events that occurred approximately when analarm was raised. The event listing can help you determine the cause of a problem.

About eventsThe Event Browser displays events recorded in the server log. Each event identifies the timethe event occurred, the object that generated the event, and the cause of the event.

Events are classified as Information, Minor, Major, or Critical. By default, the Event Browserdisplays only the most recent 100 critical events.

For detailed information about how to use the Event Browser (for example, how to configurepreferences), see the CallPilot Administrator's Guide NN44200-601 or the CallPilot Manageronline Help.

To investigate using the Event Browser

1. Run CallPilot Manager and log on.2. In CallPilot Manager, click System, Event Browser.

The Event Browser page appears.3. Click an event that appears to be related to the problem, or an event that occurred

near the time the alarm was raised.

A description of the event appears in a new Web browser window.4. View the description and recovery action.5. Repeat steps 3 on page 49 and 4 on page 49 to view more events, if necessary.6. If the solution to the problem is not apparent, contact your Avaya technical support

representative.

Maintenance pageUse the Maintenance page to obtain status information for suspect components.

If you suspect or discover a problem with hardware such as the DS30X link, you can use theDiagnostic section on the Maintenance page. You can run a new diagnostic for the component,or review the results of the last diagnostic that was run.

Event Browser


More informationFor information about all aspects of the Maintenance page, see Section B: Working with theMaintenance page on page 51or the CallPilot Manager online Help.

Channel and Multimedia MonitorsThe Channel Monitor shows the status of call channels. The call channels are the connectionsbetween the server and the switch that carry the call signals to CallPilot.

The Multimedia Monitor shows the status of multimedia channels. The multimedia channelsare the DSP ports that process the calls. They are the voice, fax, and speech recognitionchannels.

Disabling call channelsIf you must take the CallPilot system out of service to perform software or hardwaremaintenance, Avaya recommends that you disable all call channels first. Two way are availableto disable the call channels:

• Courtesy stop the channels (preferred method).

When you courtesy stop call channels, CallPilot waits until the channels are no longeractive before disabling them, instead of instantly terminating active calls.

• Stop the channels.

When you stop channels, you instantly disable them and terminate all active calls.

For information about using the Channel and Multimedia Monitors, see Section C: Workingwith the Multimedia and Channel Monitors on page 63.

Running diagnostics on call channelsIf you must run diagnostics for one or more channels, use the Diagnostics section on theMaintenance page. For more information, see Section B: Working with the Maintenancepage on page 51.



Section B: Working with the Maintenance page

In this sectionIntroducing the Maintenance page on page 51

Viewing component states on page 53

Starting and stopping components on page 55

Running integrated diagnostics on page 57

Viewing the last diagnostic results on page 60

Introducing the Maintenance pageUse the Maintenance page in CallPilot Manager to perform the following tasks:

• Obtain general information about components.• View component states.• Start and stop components.• Run integrated diagnostic tests.• View the results of the last diagnostic test run against a component.

What the Maintenance page providesThe Maintenance page identifies the server platform and switch connectivity type. It alsoprovides a tree that, when expanded, lists the physical and logical hardware components onthe left side of the page. To list the server hardware components, click the plus sign (+) atthe top of the tree. To list the subcomponents for each component, click the plus sign (+) besidethe component.

Section B: Working with the Maintenance page


Note:The components listed on the Maintenance page are based on the CallPilot server type andthe switch that is connected to CallPilot. The examples in this chapter are for illustration onlyand may not appear exactly the same on your system.

When you click a component, the page refreshes to show the details about that component.Details are divided into the sections described in the following table.

Section DescriptionGeneral This section shows general technical information about the

selected component. This information typically includes thefollowing details:

• the name, class, type, series, or version of a component

• various capabilities of a component (for example, whether acomponent is removable)

Note:This section does not appear for all components.

Maintenance This section shows the state of the selected component. Usethis section to start and stop a component before running adiagnostic test.This section appears only for components on which you canperform maintenance administration.For more information about working with component states, seethe following sections:

• Viewing component states on page 53

• Starting and stopping components on page 55

Diagnostics Use the Diagnostics section to run one or more diagnostic testsor to view the results of the last diagnostic tests that ran on theselected component.This section appears only for components on which you can rundiagnostics.For more information about running diagnostics, see thefollowing sections:

• Running integrated diagnostics on page 57

• Viewing the last diagnostic results on page 60

Maintenance activities for each componentThe following table identifies the maintenance activities you can perform for each component inthe component tree.



Component Start, stop? Courtesystop?

Diagnostics

available?

Replaceable?

Motherboard Yes No Yes Yes (IPE server)

Media Bus Yes No Yes No

Time Switch No No No No

DSPs Yes No Yes No

Multimedia channels Yes Yes Yes No

Call channels Yes Yes No No

DS30X link Yes No No No

Viewing component statesView the state of a component to determine the general condition of the component, includingwhether the component is disabled or off duty. The state of a component appears in theMaintenance section of the Maintenance page.

Component statesYou can determine the state of a component by looking at the State box in the Maintenancesection.

State DescriptionActive The component is working and currently involved in processing a

call.

Disabled The diagnostic failed.

Idle The component is working but not currently involved in processinga call.

InTest A diagnostic is running on the resource or device.

Loading The component started, which takes it out of the Off Duty state.This state occurs quickly and is immediately followed by Idle.

No resources The hardware required for the component to operate is not installedor is not operating properly.

Not Configured The device is not configured in CallPilot.

Viewing component states


State DescriptionFor example, a DSP is not being used because it was not allocated inthe Configuration Wizard.

Off Duty The component stopped.

Remote Off Duty The component was taken out of service at the switch.

Shutting Down The component is stopping.This state occurs quickly and is immediately followed by Off Duty.

Uninitiated The call processing component has not initialized the resource.

Alert iconsIf one of the following icons appears next to a component in the tree, then the component orone of the subcomponents is experiencing a problem.

Icon DescriptionA problem exists with a subcomponent of the selected component.Expand the tree to locate the subcomponent with the problem.

A problem exists with the selected component.

To view the state of a hardware component

1. Run CallPilot Manager and log on.2. In CallPilot Manager, click Maintenance, Maintenance Admin.

The Maintenance page appears.3. Click the plus sign (+) beside the CallPilot server to expand the component tree.4. Continue clicking the plus sign (+) until the component with which you want to work is

visible.5. Click the hardware component with which you want to work.

The Maintenance page refreshes to show details about the component.6. Scroll down to the Maintenance section.7. View the state of the selected component in the State box.



Starting and stopping componentsWhen you stop a component, you take it out of service and prevent it from operating. You muststop a component before you can replace it (if the component is replaceable) or run a diagnostictest on it.

To bring an out-of-service component back into service, you must start it.

Start and stop components from the Maintenance section on the Maintenance page.

Important:Avaya recommends that, if possible, you courtesy stop a component. Courtesy stop isavailable only at the individual channel level.

To courtesy down CallPilot, use the following tools:

• Multimedia Monitor: to courtesy stop a range of multimedia channels• Channel Monitor: to courtesy stop a range of call (DS30X, also known as DS0)

channelsFor instructions, see Section C: Working with the Multimedia and Channel Monitors onpage 63.

Stop versus courtesy stopBy using either one of the following two methods of removing a component from service, youcan choose how active calls are affected.

Courtesy stopA courtesy removes the component from service only after the component finishes processingthe active call.

• If the component is currently processing a call, the call is not dropped; the componentremains active until the call is finished.

• If the component is not currently in use, it is removed from service immediately.

Courtesy stop is preferred over a regular stop.

Starting and stopping components


StopA stop removes the component from service immediately, regardless of whether thecomponent is currently processing calls. All active calls are dropped. Typically, you perform astop only when severe problems that affect a large number of incoming calls occur or if yourorganization determines a special need for it.

Components that can be started and stoppedYou can start and stop only the following components.

Note:If you want to start or stop more than one or two multimedia (DSP) or call (DS30X) channels,use the Multimedia Monitor or Channel Monitor. For instructions, see Section C: Workingwith the Multimedia and Channel Monitors on page 63.

Component Effect of stoppingMotherboard (IPE server) Removes all call processing resources on the selected

board from service.

Time Switch You cannot perform maintenance administration onthe time switch.

Multimedia channels Removes the selected DSP from service.

Channels Removes the selected DS30X channel from service.

DS30X link Removes the selected DS30X link from service.

To start or stop a component



visible.5. Click the hardware component that you want to start or stop.

The Maintenance page refreshes to show details about the component.



6. Scroll down to the Maintenance section.7. Click Courtesy Stop, Stop, or Start, as required.

Button DescriptionStart If the selected component is out of service, click this button to

return it to service.

Courtesy Stop Click this button to remove the selected component from service.CallPilot waits for the call to be completed before disabling thecomponent.

Important:If you courtesy stop all components (that is, you take the entiresystem down), ensure that you inform all administrators,desktop messaging users, and Web messaging users so thatthey can log off their sessions before you proceed.The system asks you to confirm the Courtesy stop. If you clickOK, the component is removed from service after all callsfinish.

Stop Click this button to remove the selected component from serviceimmediately. All calls that are in progress are disconnectedimmediately.

Important:If you stop all components (that is, you take the entire systemdown), ensure that you inform all administrators, desktopmessaging users, and Web messaging users so that they canlog off their sessions before you proceed.

Running integrated diagnosticsRun diagnostic tests from the Diagnostics section on the Maintenance page in the followingcircumstances:

• You want to ensure that a component is operating properly after you install or reinstall it.• The CallPilot server cannot process incoming calls, and you hope that diagnostic results

explain why.

Problems include static, dropped calls, and cross talk (hearing another conversation).

Running integrated diagnostics


Before you begin

Important:Remove the component from service before you run the diagnostic test. See Starting andstopping components on page 55.

Components that have diagnostic tests availableThe following table identifies the components on which you can run diagnostics.

Component Diagnostics available? Replaceable?Motherboard Yes Yes (IPE server)

Time Switch No No

Media channels No No

Call channels No No

DS30X link No No

Diagnostic tests available for each componentThe diagnostic tests that are available for each component are listed in the Diagnostic sectionof the Maintenance page. To view the list of diagnostic tests for a particular component, clickthe component in the component tree.

If a diagnostic test fails or cannot be runIf a warning message appears, you cannot run the diagnostic test because a prerequisitecondition is not met. If a diagnostic test fails, a message appears in a new browser window(see the example on page 9 on page 60).

In both cases, check the Alarm Monitor to determine the reason and the appropriate action totake. (See Section A: Tools for isolating and fixing hardware problems on page 46.)

If the Alarm Monitor and Event Browser do not provide a solution to a hardware problem, youmay need to replace or service a component. If the problem is with a component that is not



replaceable because it is not a physical entity (such as the Time Switch), you must eitherreplace its parent component or contact your Avaya technical support representative,depending on the component.

Important:Avaya recommends that you courtesy stop rather than stop a component if possible. Forinstructions, see Starting and stopping components on page 55

To run a diagnostic test



visible.5. Click the hardware component for which you want to run diagnostics.

The Maintenance page refreshes to show details about the component.6. Scroll down to the Maintenance section, and ensure that the component is out of

service.

Note:For instructions about removing the component from service, see To start or stopa component on page 56.

7. Scroll down to the Diagnostics section.

The following illustration shows the Diagnostics section for a DSP.

If a diagnostic test fails or cannot be run


8. Check the check box for each diagnostic that you want to run.

Note:If you want to run all diagnostics, check the Diagnostic Description check box atthe top of the list.

9. Click Run.

A new Web browser window displays the progress and results of the diagnostics.

Note:The Diagnostic Results box in the Diagnostics section displays diagnostic resultswhen you click Get Last Result.

Viewing the last diagnostic resultsYou can review the results of previously run diagnostics by clicking the Get Last Results buttonfor a component.



To view the last diagnostics result

1. Important:

Avaya recommends that you courtesy stop rather than stop a component ifpossible. For instructions, see Starting and stopping components on page 55.

Run CallPilot Manager and log on.2. In CallPilot Manager, click Maintenance, Maintenance Admin.


visible.5. Click the hardware component for which you want to run diagnostics.

The Maintenance page refreshes to show details about the component.6. Scroll down to the Diagnostics section.

The following figure shows the Diagnostics section for a DSP.

7. Check the check box for each diagnostic for which you want to review results.8. Click Get Last Result.

The results appear in the Diagnostic Results box.

Viewing the last diagnostic results


Last diagnostic resultsThe results of the last diagnostic test display the following information in the Diagnostic Resultsbox:

• diagnostic title

• diagnostic result: pass or fail

• the date and time the test was completed



Section C: Working with the Multimedia and ChannelMonitors

In this sectionWorking with the Multimedia Monitor on page 63

Working with the Channel Monitor on page 64

Working with the Multimedia MonitorThe Multimedia Monitor shows the status of multimedia channels. The multimedia channelsare the DSP ports that process the calls. They are the voice, fax, and speech recognitionchannels.

To view or work with multimedia channel states

1. Run CallPilot Manager and log on.2. In CallPilot Manager, click Maintenance, Multimedia Monitor.

The Multimedia Monitor page appears, showing the channels associated with eachDSP.

Note:For an explanation of the channel states, see the CallPilot Manager online Help.

3. Perform one of the following:

IF you want to stop or start THENAll of the channels associated with aDSP.

Check the check box to the left of theDSP that you want to stop or start.Repeat this step for each DSP.

Only one or several channels that areassociated with a DSP.

Check the check box for each channelthat you want to stop or start.

4. Click Courtesy Stop, Stop, or Start as required.

Section C: Working with the Multimedia and Channel Monitors


If you clicked Courtesy Stop or Stop, you are asked to confirm the courtesy stop orstop; click OK.

The selected channels change to off-duty or on-duty status, according to the actionyou chose.

Note:If the buttons are not available, wait a few seconds for the page to refresh.

Working with the Channel MonitorThe Channel Monitor shows the status of call channels. The call channels are the connectionsbetween the server and the switch that carry the call signals to CallPilot.

To view or work with call channel states

1. Run CallPilot Manager and log on.2. In CallPilot Manager, click Maintenance, Channel Monitor.

The Channel Monitor page appears, showing the DS30X (also known as DS0)channels associated with each DS30X link.

Note:For an explanation of the channel states, see the CallPilot Manager online Help.

3. Perform one of the following:

IF you want to stop or start THENAll channels associated with a DS30Xlink.

Check the check box to the left of theDS30X link that you want to stop orstart.Repeat this step for each DS30X link.

Only one or several channels that areassociated with a DS30X link.

Check the check box for each channelthat you want to stop or start.

4. Click Courtesy Stop, Stop, or Start, as required.

If you clicked Courtesy Stop or Stop, you are asked to confirm the courtesy stop orstop; click OK.

The selected channels change to off-duty or on-duty status, according to the actionyou chose.

Note:If the buttons are not available, wait a few seconds for the page to refresh.



Chapter 6: Using Avaya CallPilot® systemutilities


Diagnostics Tool on page 66

PEP Maintenance utility on page 68

Session Trace on page 68

System Monitor on page 73

OverviewThe following table lists the Avaya CallPilot system utilities.

Utility DescriptionDiagnostics Tool Allows CallPilot startup diagnostics to be enabled or disabled (turned

on or off).

PEP Maintenance Displays a list of installed PEPs and enables PEP uninstall.

Session Trace Provides detailed information about the activity in a user's mailboxand the state of the message waiting indicator (MWI).

System Monitor Displays the following information:

• the status of all CallPilot channels

• the status of all CallPilot services

Note:This status is more accurate than the status the operatingsystem provides in the Services control panel.

• particulars about the CallPilot System, such as names, keycodes,serial numbers, IP addresses, and system numbers


Accessing the system utilitiesAll CallPilot utilities are accessible from the CallPilot server in the Start, Programs,CallPilot,System Utilities menu.

Diagnostics ToolUse the Diagnostics Tool to enable or disable CallPilot startup diagnostics.

CallPilot startup diagnostics automatically identify hardware problems that may exist when thesystem and services start (DSP, TimeSwitch, MediaBus).

When you disable startup diagnostics, you can save time during system maintenanceoperations where restarts or Call Processing services restarts are required.

Avaya recommends that you perform the following three steps:

• Use the Diagnostics Tool to turn off CallPilot startup diagnostics.• Perform system maintenance.• Use the Diagnostics Tool to turn on CallPilot startup diagnostics.

To access the Diagnostics ToolOn the Windows desktop, click Start, Programs, CallPilot,System Utilities, Diagnostic Tool.

The Diagnostics Tool window appears.

Using Avaya CallPilot® system utilities


To enable startup diagnosticsFrom the Diagnostics Tool window, select Configuration, Maintenance Startup Diag, Enable.

To disable startup diagnostics

Important:Avaya recommends that you leave the startup diagnostics turned on.

When you disable CallPilot startup diagnostics, you prevent CallPilot from automaticallyidentifying hardware problems that may exist when the system and the services start (DSP,TimeSwitch, MediaBus).

Important:SU04 (Service Update 4) for CallPilot 5.0 changes the default diagnostic settings. With SU04installed, diagnostics do not run on a scheduled soft reboot, but run on an unscheduled hardreboot or shutdown. Consult Avaya Technology for details.

On the Diagnostics Tool window, select Configuration, Maintenance Startup Diag, Disable.

To enable startup diagnostics


PEP Maintenance utilityThe PEP Maintenance utility displays a list of all installed PEPs on the server. You can alsouninstall PEPS.

For information about installing or uninstalling PEPs, see the CallPilot Software Administrationand Maintenance guide.

To access the PEP Maintenance utilityFrom the Windows desktop, click Start, Programs, CallPilot, System Utilities, PEPMaintenance Utility.

The DMI Viewer window appears.

To view a list of all installed PEPs

1. Click the component for which you want to display the PEP list.2. Click Show PEPs.

A list of all installed PEPs appears in the left pane.3. If you want to review the readme file associated with a PEP, click the PEP, and then

click Read.

The readme file opens in Notepad.

Session TraceThe Session Trace tool displays detailed information about the activity in a user's mailbox andthe state of the message waiting indicator (MWI). The session information includes thefollowing items:

• voice messaging• call answering• express messaging activity (messages composed and sent, or left in a mailbox)• the number of messages played or not played at the beginning, middle, and end of a

session• the number of deleted read messages



• the number of deleted unread messages• messages and personal distribution lists restored into a mailbox• the last change to the MWI (turned on or off, or untouched)

An administrator or technician use this session information to study the state of a user's mailboxand the MWI, and to use that information to follow up on user complaints. For example, a usermight complain that the MWI was on, but no voice messages were in the mailbox when theuser logged on. The session information might tell the administrator why the MWI was turnedon.

Warning:The Session Trace Tool is a resource intensive tool. It is strongly recommended to use thisutility during off-peak hours. If the CP database or OMs are large, it may require a significantamount of time to perform this activity. To minimize the search time, OM data should becollected for no more than 1–2 days.

To access the session trace toolFrom the Windows desktop, click Start, Programs, CallPilot, System Utilities, Session TraceTool.

The MCE Session Trace window appears.

To access the session trace tool


To find a session1. From the Session Type list, select the type of session.



To display a list of all session types, select All Session Types.

2. Enter as much information in the search criteria boxes to identify the session youwant to view.

To display a list of all users for the selected Session Type, leave the search criteriaboxes blank.

3. Click Search to initiate the search.

a. If you did not enter any user information, a list of users matching theSession Type appears at the bottom of the window.

To select a user from the list, double-click the user name to displaysession type information.

b. If you selected All Session Types for a user, the session type informationappears to the right of the window.

4. Double-click the session type to display the session information.

The Session Type information appears at the bottom of the window.

To find a session


Session type information

Figure 1: Call Answering session type information



Figure 2: Logon OK session type information

System MonitorThe System Monitor consists of three tabs, as described in the following table.

Tab DescriptionChannel Monitor Shows the status of all CallPilot services, multimedia channels (DSP

channels), and call channels (DS30X channels).

System Info Displays details about the CallPilot System, such as featurespurchased, keycode, serial number, and CallPilot server IPaddresses.

Legend/Help Provides a description of icons and terminology displayed in theSystem Monitor window.

System Monitor is a non destructive tool that does not alter the behavior of any CallPilotcomponents.

System Monitor


To access the System MonitorOn the Windows desktop, click Start, Programs, CallPilot, System Utilities, System Monitor.

The CallPilot System Monitor window appears. By default, the Channel Monitor tab appearson top. Click the other tabs to view the information on those tabs.

About the Channel Monitor tabThe following illustration shows the Channel Monitor tab, followed by a description of thecontents.

CallPilot servicesThe Service Name pane shows the status of services from a CallPilot perspective. The status inthe operating system Services control panel may state that a service is running, but it may notactually be fully running or in service from a CallPilot perspective. See the System Monitor toolChannel Monitor tab for the true status.



The services listed under Service Name should be either running or in full service whenCallPilot functions optimally. If any CallPilot services are stopped, investigate the cause. CallAvaya technical support for assistance.

Note:While you need to investigate stopped services, some services are not critical. CallPilot maycontinue to handle call processing even with some services stopped.

The critical services that are needed for basic CallPilot call answering are listed in the followingtable. For your reference, the equivalent names as they appear in the Windows Control Panelare also listed.

CallPilot SystemMonitor Windows Control PanelequivalentCTMS Service CTMS Server

Telephony (TAPI) Telephony Service

MCE SLEE CallPilot SLEE Service

MCE Notification CallPilot MWI Service

MAS Notification CallPilot Notification Service

MAS CCR CallPilot Call Channel Router

MAS BCR CallPilot Blue Call Router

SQL Anywhere Adaptive Server Anywhere - %ComputerName%_SQLANY

MAS MltmediaCache CallPilot Multimedia Cache

MAS MltmediaVol1 CallPilot Multimedia Volume 1

MAS MltmediaVol102(TRP only) CallPilot Multimedia Volume 102 (TRP only)

MAS MltmediaVol103 (TRP only) CallPilot Multimedia Volume 103 (TRP only)

MAS Rsrc. Pckg. 1 CallPilot Resource Package1

DSPsIn the DSP pane, each DSP is represented in a separate row. Each box in the row is one DSPchannel or multimedia channel. Click the Legend/Help tab to view descriptions of themultimedia channel icons.

For 202i servers, DSPs reside on the motherboard.

DSPs are distributed as follows. The 202i server contains four DSPs located on themotherboard.

DSPs


DS30X linksIn the DS30X link pane, each DS30 row represents a separate DS30X link (also referred toas a DS30 link). Each box in the row represents one DS30X channel.

For the 202i server, the DS30X link to the switch is supported by the server connection to theswitch backplane.

About the System Info tabThe following illustration shows the System Info tab.

The numbered items provide information about the purchased features . Information about theunderlying operating system, including the server IP addresses, is in the top right corner.

PEP information and configured Service DNs are in the bottom part of the window.



About the Legend/Help tabThe following illustration shows the Legend/Help tab. Consult this tab for descriptions of theicons on the Channel Monitor tab.

About the Legend/Help tab


Chapter 7: Performing hardwaremaintenance and mechanicalassembly


Removing the server from the switch on page 80

Replacing the server on page 81

Replacing the hard drive on page 82

Replacing the software feature key on page 86

OverviewBefore you can replace components, you must perform the following tasks:

• Gather the tools you need.• Remove the 202i server from the switch.• Become familiar with component layout on the 202i server.

Equipment requiredYou need the following tools, based on the component you are replacing:

• antistatic wrist strap or antistatic mat

• Phillips No. 1 and No. 2 screwdrivers

• tweezers


Before you beginShut down the server (Windows) software. Then remove the server from the switch and place iton a static-resistant surface, with the component side facing up.

If you need to replace the entire 202i server, review Replacing the server on page 81. Thenreview the procedures to install the server and conduct diagnostic tests.

Removing the server from the switchYou must remove the server from the switch before you replace the following components:

• hard drive• software feature key (dongle)

Equipment requiredThe following equipment is required for this procedure:

• antistatic mat

• antistatic wrist strap

To remove the server from the switch

1. Power down the server by unseating it from the back plane. Wait 15 seconds tocomplete powering down, then remove the server.

For instructions, see the CallPilot Installation and Configuration Task ListNN44200-306.

2. Turn off the monitor.3. Disconnect all the cables.4. Open the lock latches at the top and bottom of the server.5. Grip the faceplate, and then unseat the server from the switch. Wait 15 seconds,

and then remove the server.6. Place the server on a clean, static-resistant surface.

Performing hardware maintenance and mechanical assembly


What is next?Replace and upgrade components, as required.

Replacing the serverReplace the server only if you are instructed to do so. For activities that are not supported asfield procedures, you must return the server to Avaya for service.

This section summarizes the procedure to replace the server. References are made to specificcomponent replacement procedures where applicable.

To replace the server

1. If the installed server is functional, perform a full backup of the hard disk as aprecautionary measure.

2. Shut down the installed server (see "Starting up and shutting down the AvayaCallPilot® server" in the Avaya CallPilot Installation and Configuration Task List).

3. Power down the server by unseating it from the back plane. Wait 15 seconds tocomplete powering down, and then remove the server.

4. Disconnect all peripherals from the server.5. Remove the server from the switch (see Removing the server from the switch on

page 80).6. Remove the software feature key (dongle) from the defective server, and then install

it in the replacement server (see Replacing the software feature key on page 86).7. Remove the hard drive from the defective server, and then install it in the

replacement server (see To remove the hard drive on page 83).8. Install the replacement server on the switch, and then reconnect the peripherals.9. Boot the server to the operating system.

10. Run the Configuration Wizard to configure the new hardware.

For instructions, see the CallPilot <switch model> and CallPilot ServerConfiguration guide for your switch and server.

202i server component diagramThe following diagram shows a completely assembled 202i server.

What is next?


Replacing the hard drive

The hard drive is secured in place by four screws through the motherboard.


• antistatic wrist strap

• Phillips No. 1 screwdriver

• nonmetallic pencil



Before you beginBefore you replace the hard drive, review the following:

Removing the server from the switch on page 80

Hard drive assembly diagramFollow this procedure to assemble the hard drive.

To remove the hard drive

1. Ensure that the server is hard drive assembly side down on the antistatic mat.2. Perform the following steps:

a. Remove the four screws that fasten the hard drive to the motherboardand set aside the four fiber washers that are between the hard drive andthe motherboard for reuse.

b. Turn the server over and slide the hard drive toward the backplaneconnectors to remove it from the socket.

Before you begin


3. Perform the following steps:

a. Remove the new hard drive from the antistatic bag and slide the harddrive part way into the drive socket.

b. Using a nonmetallic object, such as a pencil, slide a fiber washerbetween the drive and the motherboard roughly aligning it with one ofthe four mounting holes.

c. Hold the hard drive against the motherboard with one hand and turn theboard over to access the mounting hole.

d. Use the nonmetallic object to align the fiber washer with the mountinghole.



a. Insert one of the four screws and use the screw driver to turn the screwone or two rotations to partially tighten the screw,

b. Repeat steps c through e to place the remaining three fiber washers andpartially tighten the three remaining screws in the remaining mountingholes.

4. Slide the hard drive the remainder of the way into the socket on the motherboard.

5. Fully tighten the four hard drive retaining screws.6. Replace the server in the shelf.

Hard drive assembly diagram


What is next?Review the procedures for installing the server and conducting diagnostic tests.

Replacing the software feature keyThe software feature key (dongle) stores the unique serial number of the server. If you mustreplace the 202i server, use this procedure to move the software feature key from the faultyserver to the replacement server.


• flat blade screwdriver

• tweezers

Before you beginBefore you replace the software feature key, review Removing the server from the switch onpage 80.

To replace the software feature key

1. Use the flat blade of the screwdriver to lift the clip that secures the software featurekey to the motherboard.

Caution:Risk of equipment damage

Ensure that you do not bend the clip so that it can no longer apply downwardpressure.

2. Use the tweezers to pull the software feature key from the socket.3. Insert the software feature key into the socket on the replacement server, lip side up.



When the software feature key (dongle) is correctly installed, it is firmly seated inthe socket.

Before you begin


Index

Numerics

202i serverstartup failure

8051, what to do ............................................29CallPilot, what to do .......................................29

A

Alarm Monitor, using ...................................................48alarms

about ..............................................................46, 48investigating .........................................................48

alert icons, component states .....................................54application event log

description ............................................................33arp command .............................................................40

parameters and descriptions ................................40running from the operating system ......................40syntax ...................................................................40

C

call channelsdiagnostics, running .............................................50disabling ...............................................................50working with .........................................................64

CallPilotsoftware, reinstalling ............................................10utilities

Diagnostics Tool ............................................65PEP Maintenance ....................................65, 68Session Trace ..........................................65, 69System Monitor .............................................65

CallPilot ManagerAlarm Monitor, using ............................................48alarms

about ........................................................46, 48investigating ..................................................48

alert icons, component states ..............................54Channel Monitor, using ...................................50, 64Event Browser, using ...........................................49events

about ........................................................46, 49investigating ..................................................49

fault management

alarm notification ...........................................46event processing ...........................................46

Maintenance pageDiagnostics section .......................................51General section .............................................51Maintenance section .....................................51purpose .........................................................51using ..............................................................49

Multimedia Monitor, using ...............................50, 63CallPilot services, Channel Monitor tab ......................74Channel Monitor tab .............................................74–76

CallPilot services ..................................................74critical ............................................................74

DS30X links pane in .............................................76DSP pane in .........................................................75

Channel Monitor, using .........................................50, 64channels

call, working with ..................................................64diagnostics, running .............................................50disabling ...............................................................50multimedia, working with ......................................63

commands, TCP/IParp ........................................................................40ipconfig .................................................................36nbtstat ..................................................................41netstat ..................................................................42ping ......................................................................37tracert ...................................................................38

componentsCallPilot Manager maintenance activities ............52dependencies .......................................................47diagnostics that can be run ..................................58diagnostics-eligible ...............................................58list .........................................................................51replacing .........................................................12, 13start, about .....................................................55, 56starting .................................................................56states

Alert icons ......................................................54description .....................................................53viewing ..........................................................54

stop, about ......................................................55, 56stopping ...............................................................56

Courtesy stop, description ..........................................55CRI (fault status), what to do ......................................27critical services, CallPilot ............................................74critical startup diagnostics ..........................................25


customer service ..........................................................7

D

diagnosticscritical startup .......................................................25failure codes .........................................................27integrated

running .....................................................57, 58troubleshooting failures .................................58when to run ....................................................57

last resultsdescription .....................................................62viewing ..........................................................60

noncritical OS and switch .....................................26startup ..................................................................18TCP/IP ...........................................32, 36–38, 40–42

arp .................................................................40ipconfig ..........................................................36nbtstat ............................................................41netstat ............................................................42ping ................................................................37tracert ............................................................38

Diagnostics section, Maintenance page .....................51diagnostics tool

CallPilot ..........................................................65, 66diagrams

202i serverHEX display, location .....................................19LEDs, location ...............................................19

display, HEXcodes ..............................................................23, 24location .................................................................19

distributor .....................................................................7documentation ..............................................................7

E

Event Browser, using ..................................................49event log

system ..................................................................33event logs

application ............................................................33security .................................................................33types, description .................................................33viewing .................................................................33

eventsabout ..............................................................46, 49investigating .........................................................49

F

FAIL (fault status), what to do .....................................27

failure codes, diagnostics ...........................................27fault management

alarm notification ..................................................46event processing ..................................................46

G

General section, Maintenance page ...........................51

H

hard driveLED ......................................................................22

hardware maintenancecomponents, replacing .........................................12performing ............................................................10preparing for .........................................................10

hardware problems, detecting ....................................47HEX display

codes ..............................................................23, 24location on 202i server .........................................19purpose ................................................................18

I

integrated diagnosticsrunning .................................................................58troubleshooting failures ........................................58when to run ..........................................................57

ipconfig command ......................................................36flags and descriptions ..........................................36running from the operating system ......................36syntax ...................................................................36

ipconfig default ...........................................................36

L

LEDsdrive .....................................................................22location on 202i server .........................................19network ................................................................21power status ...................................................19, 20purpose ................................................................18

Legend/Help tab .........................................................77logs

event, viewing ......................................................33types, viewing ......................................................33


M

maintenanceactivities by component ........................................52preparing for ...................................................10, 13

Maintenance page, CallPilot ManagerDiagnostics section ..............................................51General section ....................................................51Maintenance section ............................................51purpose ................................................................51using ....................................................................49

MAJ (fault status), what to do .....................................27MIN (fault status), what to do .....................................27multimedia channels, working with .............................63Multimedia Monitor, using .....................................50, 63

N

nbtstat command ........................................................41parameters and descriptions ................................41running from the operating system ......................41syntax ...................................................................41

netstat command ........................................................42parameters and descriptions ................................42running from the operating system ......................42syntax ...................................................................42

network LED ...............................................................21noncritical OS and switch diagnostics ........................26

O

operating systemreinstalling ............................................................10system event log, viewing ....................................33

OS and switch diagnostics, noncritical .......................26

P

parts, obtaining replacement ......................................13PEP Maintenance utility ........................................65, 68ping command ............................................................37

parameters and descriptions ................................37running from the operating system ......................37syntax ...................................................................37

power status LED .................................................19, 20

R

replacement parts, obtaining ......................................13reseller .........................................................................7

resources, troubleshooting .........................................12

S

security event logdescription ............................................................33

server, 202istartup failure

8051, what to do ............................................29CallPilot, what to do .......................................29

Session Trace utility ..............................................65, 69software

maintenance, preparing for ..................................10reinstalling ............................................................10

startupdiagnostics ................................................18, 25, 26

critical ............................................................25noncritical ......................................................26

failure8051, what to do ............................................29CallPilot, what to do .......................................29

sequence, description ..........................................27Stop, description .........................................................56system

event log, viewing ................................................33problems, resolving ........................................10, 11rebuild, performing ...............................................10

system event logdescription ............................................................33

System Info tab ..........................................................76System Monitor ..........................................65, 74, 76, 77

Channel Monitor tab .............................................74Legend/Help tab ...................................................77System Info tab ....................................................76using ....................................................................74

system utilitiesDiagnostics Tool ...................................................66System Monitor ....................................................74

T

TCP/IP diagnostics ..............................32, 36–38, 40–42arp ........................................................................40ipconfig .................................................................36nbtstat ..................................................................41netstat ..................................................................42ping ......................................................................37tracert ...................................................................38

tracert command ...................................................38, 39parameters and descriptions ................................39running from the operating system ......................39


syntax ...................................................................39training .........................................................................7troubleshooting

overview .........................................................10, 11resources ........................................................11, 12

in this guide ....................................................11

U

utilities

Diagnostics Tool .............................................65, 66PEP Maintenance ...........................................65, 68Session Trace ................................................65, 69System Monitor ..............................................65, 74

W

WARN (fault status), what to do .................................27


Callpilot 202i Svr Maintenance

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