Nortel-networks CallPilot NN44200-700 Instrukcja Użytkownika

Nortel CallPilotTroubleshooting ReferenceGuideNN44200-700.

10 Chapter 1 How to get helpGetting Help from a specialist by using an Express Routing CodeTo access some Nortel Technical Solutions Centers, you can

100 Chapter 5 Routing and remote access troubleshootingStep Action1Start → Programs → Administrative Tools, and double-click Routingand Remote Access.

Routing and Remote Access 1016Click Remote Access Policies in the left pane.7Right-click Connections to Microsoft Routing and Remote Accessserver, and

102 Chapter 5 Routing and remote access troubleshooting8Click Edit Profile.Result: The Edit Dial-in Profile dialog box appears.Nortel CallPilotTroublesh

Routing and Remote Access 1039Click the IP tab.Nortel CallPilotTroubleshooting Reference GuideNN44200-700 01.05 Standard5.0 26 June 2007Copyright © 20

104 Chapter 5 Routing and remote access troubleshooting10Click OK to close the Edit Dial-in Profile dialog box.11Right-click the server name (in this e

Routing and Remote Access 10512Click the Security tab. Verify settings.Nortel CallPilotTroubleshooting Reference GuideNN44200-700 01.05 Standard5.0 26

106 Chapter 5 Routing and remote access troubleshooting13Click the IP tab. Verify settings.Nortel CallPilotTroubleshooting Reference GuideNN44200-700

Routing and Remote Access 10714Click the PPP tab. Verify settings.Nortel CallPilotTroubleshooting Reference GuideNN44200-700 01.05 Standard5.0 26 June

108 Chapter 5 Routing and remote access troubleshooting15Click the Logging tab. Verify settings.Nortel CallPilotTroubleshooting Reference GuideNN44200

Symantec pcAnywhere 10916Click OK to close the server properties dialog box, and then closethe Routing and Remote Access window.—End—Symantec pcAnywhe

11Chapter 2OverviewIn this chapter"General" (page 11)"Reference documents" (page 12)GeneralThis troubleshooting reference guide de

110 Chapter 5 Routing and remote access troubleshootingATTENTIONThe illustrations show the default Symantec pcAnywhere configuration. Undersome circums

Symantec pcAnywhere 1114Click the Callers tab. Verify settings.5Click the Security Options tab. Verify settings.Nortel CallPilotTroubleshooting Refere

112 Chapter 5 Routing and remote access troubleshooting6Click Close, and then close the Symantec pcAnywhere window.—End—Microsoft Remote Desktop Conne

Enable remote desktop feature and set policy on host 113Result: The End User License Agreement window appears.3Accept the terms of the agreement and c

114 Chapter 5 Routing and remote access troubleshooting2 Ensure the Allow users to connect remotely to this computer optionis selected. Click OK to cl

Establish a RAS connection 1155On the left side of the window, expand Computer Configuration,Administrative Templates, Windows Components, and then sel

116 Chapter 5 Routing and remote access troubleshootingStep Action1Connect to the CallPilot server using Dial-Up Networking. Usethe NGenDist or NGenSy

Starting the Remote Desktop Client 117Starting the Remote Desktop ClientPrivate Session (preferred method)Use this method to perform the following tas

118 Chapter 5 Routing and remote access troubleshooting3Type the IP address or computer name, a space, and the suffix/console.4Type the User name and P

Starting the Remote Desktop Client 11910Specify the connection speed (broadband or modem) that theconnection will be optimized for by entering these r

12 Chapter 2 OverviewReference documentsNortel CallPilotTroubleshooting Reference GuideNN44200-700 01.05 Standard5.0 26 June 2007Copyright © 2007, Nor

120 Chapter 5 Routing and remote access troubleshootingShared Session (only if local console is logged on)Use this method in the following conditions:

Starting the Remote Desktop Client 1216Make the disk drives and printers from the client PC available on thetarget CallPilot server by entering these

122 Chapter 5 Routing and remote access troubleshooting13Within the Remote Desktop session:a. Select Start → Run, then in the Open box type cmd and cl

CallPilot support tools 123Result: The shared disk drives are again visible. You can toggleback and forth using shadow 0 and CTRL num *.—End—Notes:If

124 Chapter 5 Routing and remote access troubleshootingThere is no way to send the CTRL-ALT-DEL key combination. If you need toreboot the CallPilot se

Double-Hop remote control 1256Uncheck Use default gateway on remote network. Click OK to closeall windows.Result: The warning box appears with the fol

126 Chapter 5 Routing and remote access troubleshootingDouble-Hop remote control is also possible using two Remote DesktopConnections if the intermedi

View or disconnect concurrent or previous stale sessions 127If this occurs, it is still possible to make a connection without the need forlocal interv

128 Chapter 5 Routing and remote access troubleshootingTo start the Terminal services Manager select Start → Programs →Administrative Tools → Terminal

Troubleshooting tips 129Step Action1Open a command prompt window on your client PC.2Type mstsc /console and press Enter.Result: The RDC connection win

13Chapter 3Hardware troubleshootingIn this chapter"201i server" (page 13)"703t server" (page 17)"1002rp server" (page 28

130 Chapter 5 Routing and remote access troubleshootingSystem monitor or support tools do not return valid or legibleinformationIf you connect to the

131Chapter 6Application troubleshootingIn this chapter"Symptom 1: CallPilot answers calls, but voice services are not available"(page 132)&q

132 Chapter 6 Application troubleshootingSymptom 1: CallPilot answers calls, but voice services are not availableDiagnostic steps ResolutionPerform ba

133Diagnostic steps ResolutionVerify the prompt installation.8Open the installation log file in theD:\nortel\sysops\MPCX\langpromptsfolder.9Check the

134 Chapter 6 Application troubleshootingDiagnostic steps ResolutionVerify the new configuration (continued).15If the ASR language component wasinstal

135Symptom 3: Callers hear re-order tone when dialing or being forwardedto CallPilotDiagnostic steps Resolution1. Ensure the Meridian 1 or CS1000 is n

136 Chapter 6 Application troubleshootingDiagnostic steps ResolutionVerify the prompt installation.5Check the language installationlog file: D:\nortel

137Symptom 6: Contact Center voice services do not workThe Event Browser displays a Meridian Link* TSP or ACCESS link event.Mailbox owners notice that

138 Chapter 6 Application troubleshootingDiagnostic steps ResolutionVerify that the voice port configuration is consistent across all subsystems.•The

139Diagnostic steps ResolutionSolution 21Leave only the Unauthenticatedoption selected in Security Modesfor SMTP Sessions, and select thecorrect optio

14 Chapter 3 Hardware troubleshootingTrouble ActionThe HEX display is not onat startup.The system can be in a catastrophic failure state.•The power su

140 Chapter 6 Application troubleshootingDiagnostic steps ResolutionCClick Refresh on the Internet Explorertoolbar or log in to CallPilot Manageragain

141Diagnostic steps ResolutionFClick Add.The Select Users or Groups dialogbox opens.GClick the name of the local computerin the Look in list.The users

142 Chapter 6 Application troubleshootingDiagnostic steps ResolutionThe available services appear in theright pane.OIn the right pane, right-click IIS

143Chapter 7Meridian Mail to CallPilot migrationtroubleshootingIn this chapter"General" (page 11)"Symptom 1: Error reading tape during

144 Chapter 7 Meridian Mail to CallPilot migration troubleshootingUse both the Meridian Mail to CallPilot Migration Utility Guide and thischapter to t

Symptom 3: The system failed to create a map directory 145Diagnostic steps ResolutionRerun the tape on a different CallPilot server.HIf the system doe

146 Chapter 7 Meridian Mail to CallPilot migration troubleshootingDiagnostic steps ResolutionNote: You must always start themigration program from the

Symptom 5: On a recently migrated system, a user cannot log in to the mailbox or CallPilot does notrecognize a user receiving an incoming call147Diagn

148 Chapter 7 Meridian Mail to CallPilot migration troubleshootingDiagnostic steps Resolution2On Meridian Mail, check if the userhas a mailbox number

201i server 15SCSI peripheral troubleshootingTrouble ActionThe system does not startfrom the CD-ROM.Note: The 201i server does not support this featur

Nortel CallPilotTroubleshooting Reference GuideCopyright © 2007, Nortel NetworksAll Rights Reserved.Publication: NN44200-700Document status: StandardD

16 Chapter 3 Hardware troubleshootingTrouble Action•The other two LEDs indicate the IDE (I) and SCSI (S) activityof the following devices:— IDE (I)— S

703t server 17703t serverServer LEDsThe LEDs indicate the state of your server and can help you troubleshootstartup problems. The following tables pro

18 Chapter 3 Hardware troubleshootingDescription Informationstarted and the CallPilot diagnostic screen has appeared, thenthe MPB96 board is defective

703t server 19System troubleshootingTrouble ActionThe system does not bootand appears dead. Thesystem does not emit anybeeps. The fans do notturn.Veri

Document status: StandardDocument version: 01.05Document date: 26 June 2007Copyright © 2007, Nortel NetworksAll Rights Reserved.Sourced in CanadaThe i

20 Chapter 3 Hardware troubleshootingTrouble ActionThe system beeps anddisplays information on thescreen, but the operatingsystem does not start up.Th

703t server 21Trouble ActionThe system starts up and,immediately after the videoinformation string displaysan error message suchas the following: PCIv

22 Chapter 3 Hardware troubleshootingRAID troubleshootingTrouble ActionThe system boots andgenerates beeps.One or more logical drives is in critical m

MPB96 board troubleshooting 23Trouble ActionThe system does notrebuild a new drive installedto replace a faulty drive.When you replace a defective dri

24 Chapter 3 Hardware troubleshooting•CallPilot 2.0x: version 1.0, May 2003The CallPilot system contains two types of FPGA firmware.FPGA firmwareDescri

MPB96 board troubleshooting 254Select the board number; that is, the slot in which the board isinstalled (for example, 4 for a 703t system connected t

26 Chapter 3 Hardware troubleshootingThe dbg128.exe is an extremely powerful tool designed for debugging theMPB96 board. It can replace all the preced

MPB96 board troubleshooting 27Trouble symptom ActionThe system starts up, butattempts to boot to theoperating system from thenetwork.Shut down the ser

28 Chapter 3 Hardware troubleshootingTrouble symptom ActionThe system detects theMPB96 board only partially,and Configuration Wizarddoes not run.The M

1002rp server 29Description InformationNetwork interface card(NIC) LEDsEach NIC has two LEDs:• The upper LED shows that the network cable is connected

QUICKTIME is a trademark of Apple Computer, Inc.RADISYS is a trademark of Radisys Corporation.ROLM is a trademark of Siemens ROLM Communications Inc.S

30 Chapter 3 Hardware troubleshootingDescription Informationstarted and the CallPilot diagnostic screen has appeared, thenthe MPB96 board is defective

1002rp server 31BeepcountMessage Description7Processor ExceptionInterrupt ErrorThe CPU on the processor board generated an exceptioninterrupt.8Display

32 Chapter 3 Hardware troubleshootingTrouble symptom ActionThe system does notstart, but emits beeps. Noinformation is displayed onscreen.Identify the

1002rp server 33Trouble symptom ActionCtrl+M utility at startup, and ensure that the RAID setup matchesthe settings indicated in the 1002rp Server Mai

34 Chapter 3 Hardware troubleshootingTrouble symptom Action• If the system boots correctly, consider replacing the PCIbackplane because it is only par

1002rp server 35Trouble symptom ActionThe Ethernet controllersare enabled and detected,but the ping commandfails when used to checknetwork resources.•

36 Chapter 3 Hardware troubleshootingTrouble ActionRAID troubleshootingTrouble ActionThe system boots but emitsbeeps.One or more logical drives are in

1002rp server 37Trouble ActionThe system does notrebuild a new drive installedto replace a faulty drive.When you replace a defective drive, the new dr

38 Chapter 3 Hardware troubleshootingMPB16-4 board troubleshootingTrouble ActionThe CallPilot Diagnosticstool reports that all or someof the DSPs have

1002rp server 39Windows and CallPilot hardware troubleshootingTrouble ActionThe system beeps butotherwise seems to berunning properly and takingcalls.

40 Chapter 3 Hardware troubleshootingTrouble ActionAll DSP diagnostics fail atsystem startup.Ensure that the MPB16-4 boards are release 5 or later.Ens

1005r server 41Trouble ActionThe system ELAN orCLAN are not working,even though they aredetected and displayedin the operating systemcontrol panel.Ena

42 Chapter 3 Hardware troubleshootingServer LEDsThe LEDs indicate the state of your server and can help you troubleshootstartup problems. The followin

1005r server 43Internal LEDsDescription InformationMPB96 board LEDs The three red LEDs at the top of the MPB96 board are visible throughthe grill at t

44 Chapter 3 Hardware troubleshootingBIOS error messages appear on the video monitor. Refer to the followingtable for a description of the messages.Er

1005r server 45Memory Size Decreased The memory size has decreased since the last boot. If you havenot removed any memory, then the memory may be faul

46 Chapter 3 Hardware troubleshootingThe system boots but PCI errors appear or fillthe screen.Ensure the PCI raiser assembly is plugged incorrectly, a

1005r server 478. Boot into service.During startup, a message indicates that theSystem Event Log is full and the log must becleared.This is an unusual

48 Chapter 3 Hardware troubleshootingThe system boots but one of the drive LEDs onthe front panel is amber.The RAID is split, or one of the drives is

1005r server 49The system displays a bluescreen with the followingmessage: HardwareMalfunction, please contactyour H/W vendor. The systemdoes not take

5Publication HistoryJune 2007CallPilot 5.0, Standard 01.05 of the Troubleshooting Reference Guide isupdated as per the CR Q01665596.May 2007CallPilot

50 Chapter 3 Hardware troubleshootingThe system detects theMPB96 board only partially,and Configuration Wizarddoes not run.The MPB96 board is configur

600r server 51MNR A minor system fault is an error or event thathas little impact on system operation. Thesystem continues to operate.PWR A power supp

52 Chapter 3 Hardware troubleshootingInternal LEDsDescription InformationMPB96 board LEDs The three red LEDs at the top of the MPB96 board are visible

600r server 53BIOS error messagesWhen a recoverable error occurs during the POST, the BIOS displays anerror message describing the problem.BIOS error

54 Chapter 3 Hardware troubleshootingKB/Interface Error The keyboard interface test failed.Memory Size Decreased The memory size has decreased since t

600r server 55The system boots but a red CRT LED and anamber PWR LED appears.One power supply is faulty, or the AC cable isunplugged (or faulty).The s

56 Chapter 3 Hardware troubleshootingEnsure the SCSI tape drive has the externalSCSI terminator installed.The tape drive is plugged in correctly, but

600r server 57Dongle troubleshootingTrouble ActionThe dongle is plugged into the USB slot and isdetected in the device manager but CallPilotdoes not r

58 Chapter 3 Hardware troubleshootingthese files and reboot the system. If the PCILED still stays on, then the MPB96 board isdefective and must be rep

59Chapter 4Network troubleshootingIn this chapter"Check cabling" (page 59)"Check end-to-end connectivity" (page 59)"Check net

6 Publication HistoryNortel CallPilotTroubleshooting Reference GuideNN44200-700 01.05 Standard5.0 26 June 2007Copyright © 2007, Nortel Networks.

60 Chapter 4 Network troubleshootingb. Double-click System.c. Click the Hardware tab.d. Click Device Manager.2 Expand the Network Adapters tree by cli

Check TCP/IP configuration 612Right-click CLAN, and then click Status on the shortcut menu.Result:The following dialog box appears.3Click the Support t

62 Chapter 4 Network troubleshooting4Click Details.Result:The following box appears.5Click Close.6Click Repair on the network adapter status dialog bo

Check TCP/IP configuration 637 Click OK (this error is normal).8Click the General tab of the network adapter status dialog box, andthen click Propertie

64 Chapter 4 Network troubleshooting9Click the Internet Protocol (TCP/IP) entry to select it.Nortel CallPilotTroubleshooting Reference GuideNN44200-70

Check TCP/IP configuration 6510Click Properties.Result:The following dialog box appears.Nortel CallPilotTroubleshooting Reference GuideNN44200-700 01.0

66 Chapter 4 Network troubleshooting11Click Advanced.Result:The following dialog box appears.Nortel CallPilotTroubleshooting Reference GuideNN44200-70

Check TCP/IP configuration 6712Click the DNS tab. Check that the settings are correct for yourprivate network.Nortel CallPilotTroubleshooting Reference

68 Chapter 4 Network troubleshooting13Click the WINS tab.Nortel CallPilotTroubleshooting Reference GuideNN44200-700 01.05 Standard5.0 26 June 2007Copy

Check TCP/IP configuration 69Note: WINS IP addresses must be entered for your privatenetwork.14Click the Options tab. Check that the settings are corre

7ContentsChapter 1 How to get help 9Getting Help from the Nortel Web site 9Getting Help over the phone from a Nortel Solutions Center 9Getting Help fr

70 Chapter 4 Network troubleshooting15Click Properties on the Options tab to display information aboutTCP/IP filtering. Check that the settings are cor

Check TCP/IP configuration 7116Click Cancel to close the TCP/IP filtering dialog box.17Click Cancel to close the Advanced TCP/IP Settings dialog box.18C

72 Chapter 4 Network troubleshooting19Click the Advanced tab in the CLAN Properties dialog box.Nortel CallPilotTroubleshooting Reference GuideNN44200-

Check TCP/IP configuration 7320Click the General tab in the CLAN Properties dialog box.Nortel CallPilotTroubleshooting Reference GuideNN44200-700 01.05

74 Chapter 4 Network troubleshooting21Click Configure.Result: The Ethernet adapter Properties dialog box appears.Nortel CallPilotTroubleshooting Refere

Check TCP/IP configuration 7522Click the Advanced tab.Nortel CallPilotTroubleshooting Reference GuideNN44200-700 01.05 Standard5.0 26 June 2007Copyrigh

76 Chapter 4 Network troubleshootingThe default property values in the Advanced tab differ according tothe link and CallPilot platform used. The follo

Check TCP/IP configuration 77Property ValueSpeed AutoDetectTransmit ControlBlocks8703t Intel PRO/1000 MT network controller (CLAN) default advancedprop

78 Chapter 4 Network troubleshootingProperty ValueFlow ControlSettingsOffIP Security EnabledLarge Send EnabledLink Speed &DuplexAutoDetectLocally

Check TCP/IP configuration 79Property ValueSmart Power Down DisabledTransmit ControlBlocks161005r Intel PRO/1000 MT Dual port Ethernet adaptor - defaul

8 ContentsRAS dial-up required to establish RDC 124Double-Hop remote control 124Transferring files in Remote Desktop Connection sessions 126Terminal Se

80 Chapter 4 Network troubleshootingJumbo Frames DisabledLink Speed and Duplex Auto detectLocally Administered Address Not presentLog Link State Event

Check TCP/IP configuration 8124Click the Resources tab.Check that the settings are correct for yourprivate network.Nortel CallPilotTroubleshooting Refe

82 Chapter 4 Network troubleshooting25Perform steps 2 through 22 for the ELAN adapter.—End—Test the TCP/IPStep Action1Open a Command Prompt window.2Ty

Check event logs 833Use the ping command to check if other IP addresses are reachable.For example, ping the IP address of the switch.Note: Do not type

84 Chapter 4 Network troubleshootingErrors in the networking configuration can result in System log eventsshortly after the system boots up. Look for e

Check event logs 85Nortel CallPilotTroubleshooting Reference GuideNN44200-700 01.05 Standard5.0 26 June 2007Copyright © 2007, Nortel Networks.

86 Chapter 4 Network troubleshootingChecking the SCSI speed for RAID controllersCheck SCSI channel speed if there are issues with the hard drive. Befo

Checking the SCSI speed for RAID controllers 87To check the SCSI speedStep Action1Start the system and press CTRL+M when prompted during systemstartup

88 Chapter 4 Network troubleshootingNortel CallPilotTroubleshooting Reference GuideNN44200-700 01.05 Standard5.0 26 June 2007Copyright © 2007, Nortel

89Chapter 5Routing and remote accesstroubleshootingIn this chapter"General" (page 89)"Modem" (page 90)"Routing and Remote Acc

9Chapter 1How to get helpThis section explains how to get help for Nortel products and services.Getting Help from the Nortel Web siteThe best way to g

90 Chapter 5 Routing and remote access troubleshootingModemThe preliminary modem troubleshooting routine consists of ensuring that:•The modem is funct

Modem 91Result: The list of devices appears.2Locate the Modem in the list.If Modems are not listed:a. Right- click on the top device (the computer nam

92 Chapter 5 Routing and remote access troubleshooting2Click the Modems tab.Nortel CallPilotTroubleshooting Reference GuideNN44200-700 01.05 Standard5

Modem 933Click Properties.Result: The modem Properties dialog box appears.Nortel CallPilotTroubleshooting Reference GuideNN44200-700 01.05 Standard5.0

94 Chapter 5 Routing and remote access troubleshooting4Click the Modem tab. Verify settings.Nortel CallPilotTroubleshooting Reference GuideNN44200-700

Modem 955Click the Diagnostics tab.Nortel CallPilotTroubleshooting Reference GuideNN44200-700 01.05 Standard5.0 26 June 2007Copyright © 2007, Nortel N

96 Chapter 5 Routing and remote access troubleshooting6Click Query Modem.Result: After a delay of several seconds, the system displays theresponse fro

Modem 977Click the Advanced tab. Verify settings.Nortel CallPilotTroubleshooting Reference GuideNN44200-700 01.05 Standard5.0 26 June 2007Copyright ©

98 Chapter 5 Routing and remote access troubleshooting8Click the Driver tab. Verify settings.Nortel CallPilotTroubleshooting Reference GuideNN44200-70

Routing and Remote Access 999Click Close, and then close the Phone and Modem Options dialogbox.—End—Routing and Remote AccessThe following procedure w