Avaya CallPilot 202i User manual

Avaya CallPilot 202i Server Maintenance

and Diagnostics

5.0

NN44200-708, 01.04

December 2010

©

2010 Avaya Inc.

Notice

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Japan VCCI statement

The following applies to server models 1006r, 1005r, 703t, 201i, and

1002rp:

This is a Class A product based on the standard of the Voluntary Control

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If this equipment is used in a domestic environment, radio disturbance

may occur, in which case, the user may be required to take corrective

action.

2 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010

Contents

Chapter 1: Customer service....................................................................................................7

Getting technical documentation.......................................................................................................................7

Getting product training.....................................................................................................................................7

Getting help from a distributor or reseller..........................................................................................................7

Getting technical support from the Avaya Web site..........................................................................................8

Chapter 2: About this guide.....................................................................................................9

In this chapter....................................................................................................................................................9

Maintenance and diagnostics overview............................................................................................................9

Who should read this guide...............................................................................................................................9

Resolving system problems............................................................................................................................10

Preparing for hardware or software maintenance...........................................................................................10

Performing hardware maintenance.................................................................................................................10

Rebuilding the CallPilot system.......................................................................................................................10

Resolving system problems.............................................................................................................................11

Using this guide...............................................................................................................................................11

Using the CallPilot Administrator's Guide........................................................................................................12

Using the CallPilot Troubleshooting Guide......................................................................................................12

Replacing hardware components....................................................................................................................12

Approved replacement parts...........................................................................................................................13

Preparing for maintenance activities...............................................................................................................13

Reference documents.....................................................................................................................................13

Chapter 3: Troubleshooting your Avaya CallPilot

®

system................................................17

In this chapter..................................................................................................................................................17

Overview.........................................................................................................................................................17

LEDs and HEX display on the 202i server faceplate......................................................................................18

Startup sequence and diagnostic codes.........................................................................................................18

Section A: LED and HEX displays..................................................................................................................18

In this section..................................................................................................................................................18

Status LEDs and HEX display location...........................................................................................................19

Interpreting the power status LED...................................................................................................................19

Power status LED functions............................................................................................................................20

Power status LED indications.........................................................................................................................20

Interpreting the network and drive activity LEDs.............................................................................................21

Network LED states........................................................................................................................................21

Hard drive LED states.....................................................................................................................................22

Interpreting the HEX display...........................................................................................................................22

HEX display codes..........................................................................................................................................23

Section B: Startup diagnostics........................................................................................................................24

In this section..................................................................................................................................................24

Startup diagnostic codes.................................................................................................................................25

Critical startup diagnostic codes.....................................................................................................................25

Non critical operating system and switch diagnostic codes............................................................................26

P:XX failure codes...........................................................................................................................................27

Startup sequence description..........................................................................................................................27

Troubleshooting startup problems...................................................................................................................29

Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 3

Chapter 4: Using the operating system online diagnostic tools........................................31

In this chapter..................................................................................................................................................31

Overview.........................................................................................................................................................31

Operating system Event Viewer......................................................................................................................31

Operating system Diagnostics........................................................................................................................32

TCP/IP diagnostics..........................................................................................................................................32

Viewing event logs..........................................................................................................................................32

Types of event logs.........................................................................................................................................33

Where to seek more information.....................................................................................................................33

Using TCP/IP diagnostic tools.........................................................................................................................36

The ipconfig command....................................................................................................................................36

Ipconfig default................................................................................................................................................36

Ipconfig command syntax...............................................................................................................................36

The ping command.........................................................................................................................................37

Ping command syntax.....................................................................................................................................37

The tracert command......................................................................................................................................38

How tracert works...........................................................................................................................................38

Tracert syntax..................................................................................................................................................39

Tracert parameters..........................................................................................................................................39

The arp command...........................................................................................................................................40

Arp command syntax......................................................................................................................................40

The nbtstat command.....................................................................................................................................41

Nbtstat command syntax.................................................................................................................................41

The netstat command.....................................................................................................................................42

Netstat command syntax.................................................................................................................................42

Chapter 5: Using CallPilot Manager to monitor hardware...................................................45

In this chapter..................................................................................................................................................45

Understanding fault management...................................................................................................................45

Event processing.............................................................................................................................................46

Alarm notification.............................................................................................................................................46

Section A: Tools for isolating and fixing hardware problems...........................................................................46

In this section..................................................................................................................................................46

Overview.........................................................................................................................................................47

Component dependencies..............................................................................................................................47

Detecting hardware problems.........................................................................................................................47

Alarm Monitor..................................................................................................................................................48

About alarms...................................................................................................................................................48

Event Browser.................................................................................................................................................49

About events...................................................................................................................................................49

Maintenance page...........................................................................................................................................49

More information.............................................................................................................................................50

Channel and Multimedia Monitors...................................................................................................................50

Disabling call channels....................................................................................................................................50

Running diagnostics on call channels.............................................................................................................50

Section B: Working with the Maintenance page..............................................................................................51

In this section..................................................................................................................................................51

Introducing the Maintenance page..................................................................................................................51

What the Maintenance page provides.............................................................................................................51

Maintenance activities for each component....................................................................................................52

Viewing component states..............................................................................................................................53

4 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010

Component states...........................................................................................................................................53

Alert icons.......................................................................................................................................................54

Starting and stopping components..................................................................................................................55

Stop versus courtesy stop...............................................................................................................................55

Courtesy stop..................................................................................................................................................55

Stop.................................................................................................................................................................56

Components that can be started and stopped................................................................................................56

Running integrated diagnostics.......................................................................................................................57

Before you begin.............................................................................................................................................58

Components that have diagnostic tests available...........................................................................................58

Diagnostic tests available for each component...............................................................................................58

If a diagnostic test fails or cannot be run.........................................................................................................58

Viewing the last diagnostic results..................................................................................................................60

Last diagnostic results.....................................................................................................................................62

Section C: Working with the Multimedia and Channel Monitors......................................................................63

In this section..................................................................................................................................................63

Working with the Multimedia Monitor..............................................................................................................63

Working with the Channel Monitor..................................................................................................................64

Chapter 6: Using Avaya CallPilot

®

system utilities..............................................................65

In this chapter..................................................................................................................................................65

Overview.........................................................................................................................................................65

Accessing the system utilities.........................................................................................................................66

Diagnostics Tool..............................................................................................................................................66

To access the Diagnostics Tool.......................................................................................................................66

To enable startup diagnostics..........................................................................................................................67

To disable startup diagnostics.........................................................................................................................67

PEP Maintenance utility..................................................................................................................................68

To access the PEP Maintenance utility...........................................................................................................68

Session Trace.................................................................................................................................................68

To access the session trace tool.....................................................................................................................69

To find a session.............................................................................................................................................70

Session type information.................................................................................................................................72

System Monitor...............................................................................................................................................73

To access the System Monitor........................................................................................................................74

About the Channel Monitor tab.......................................................................................................................74

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

DSPs...............................................................................................................................................................75

DS30X links.....................................................................................................................................................76

About the System Info tab...............................................................................................................................76

About the Legend/Help tab.............................................................................................................................77

Chapter 7: Performing hardware maintenance and mechanical assembly.......................79

In this chapter..................................................................................................................................................79

Overview.........................................................................................................................................................79

Equipment required.........................................................................................................................................79

Before you begin.............................................................................................................................................80

Removing the server from the switch..............................................................................................................80

Equipment required.........................................................................................................................................80

What is next?..................................................................................................................................................81

Replacing the server.......................................................................................................................................81

202i server component diagram......................................................................................................................81

Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 5

Replacing the hard drive.................................................................................................................................82

Equipment required.........................................................................................................................................82

Before you begin.............................................................................................................................................83

Hard drive assembly diagram.........................................................................................................................83

What is next?..................................................................................................................................................86

Replacing the software feature key.................................................................................................................86

Equipment required.........................................................................................................................................86

Before you begin.............................................................................................................................................86

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

6 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010

Chapter 1: Customer service

Visit the Avaya Web site to access the complete range of services and support that Avaya provides. Go

to 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 documentation

To download and print selected technical publications and release notes directly from the

Internet, go to

www.avaya.com/support.

Getting product training

Ongoing product training is available. For more information or to register, you can access the

Web site at www.avaya.com/support. From this Web site, you can locate the Training contacts

link on the left-hand navigation pane.

Getting help from a distributor or reseller

If you purchased a service contract for your Avaya product from a distributor or authorized

reseller, contact the technical support staff for that distributor or reseller for assistance.

Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 7

Getting technical support from the Avaya Web site

The easiest and most effective way to get technical support for Avaya products is from the

Avaya Technical Support Web site at www.avaya.com/support.

Customer service

8 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010

Chapter 2: About this guide

In this chapter

Maintenance and diagnostics overview on page 9

Resolving system problems on page 11

Replacing hardware components on page 12

Maintenance and diagnostics overview

The maintenance and diagnostic activities discussed in this guide are divided into two groups of

activities:

• 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

Reference

documents on page 13.

Who should read this guide

This guide is for administrators, technicians, and engineers who maintain an Avaya CallPilot

server. 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 familiar

with necessary safety procedures. For more information about safety, see CallPilot

Fundamentals NN44200-100.

Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 9

Resolving system problems

This 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 following

documents:

• 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 maintenance

The 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 of

these tasks while maintaining your server.

Performing hardware maintenance

Performing hardware maintenance and mechanical assembly on page 79 explains how to

replace hardware components. For more details, see

Replacing hardware components on

page 12.

Rebuilding the CallPilot system

When you purchase your CallPilot server, it is preinstalled with the operating system and

CallPilot server software. If your CallPilot server no longer functions because of a software

problem, you may need to reinstall the CallPilot software or rebuild the system.

To locate instructions for these tasks, see the CallPilot Software Administration and

Maintenance Guide .NN44200-600.

About this guide

10 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010

Resolving system problems

Chapters 2 to 5 in this guide describe 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 following

documents:

• CallPilot Administrator's Guide NN44200-601

• CallPilot Troubleshooting Guide NN44200-700

Using this guide

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

To See

Interpret the LEDs on the 202i server Troubleshooting your Avaya CallPilot

®

system on page 17

Interpret startup sequence and diagnostic

codes

Troubleshooting your Avaya CallPilot

®

system on page 17

Use the operating system diagnostic tools,

including Event Viewer and TCP/IP

diagnostic tools

Using the operating system online diagnostic

tools on page 31

Use the Event Browser, Alarm Monitor, and

Maintenance page in CallPilot Manager

Using CallPilot Manager to monitor

hardware on page 45

Use the following CallPilot system utilities:

• Diagnostics Tool

• System Monitor

Using Avaya CallPilot

®

system utilities on

page 65

Resolving system problems

Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 11

Using the CallPilot Administrator's Guide

The CallPilot Administrator's Guide NTP NN44200-601 provides valuable information for

monitoring 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 Guide

The CallPilot Troubleshooting Guide NN44200-700 describes symptoms that can appear on

all 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 components

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

To replace or install

See

The 202i server (in the event of a complete

system 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 on

page 86

About this guide

12 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010

Approved replacement parts

Before 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 void

your Avaya warranty.

Preparing for maintenance activities

Before you proceed with hardware maintenance activities, review the CallPilot Installation and

Configuration Task List NN44200-306 for the following information:

• required tools and equipment

• recommended safety precautions for electrostatic discharge, handling cards, and

handling your server

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

Reference documents

For 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/Contact

Center/Telephony Manager (NN49000-300)

Approved replacement parts

Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 13

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)

1006r Server Hardware Installation Guide (NN44200-320)

600r Server Hardware Installation Guide (NN44200-307)

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 Configuration

Guide (NN44200-312)

Unified Messaging Software Installation

Desktop Messaging and My CallPilot Installation and Administration

Guide (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

14 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010

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)

1006r Server Maintenance and Diagnostics Guide (NN44200-709)

600r Server Maintenance and Diagnostics Guide (NN44200-703)

Contact Center Manager Communication Server 1000/Meridian 1 & Voice

Processing 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

Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 15

About this guide

16 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010

Chapter 3: Troubleshooting your Avaya

CallPilot

®

system

In this chapter

Overview 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

Overview

This guide provides instructions to use the resources provided by your 202i system. Use these

resources to determine the cause of system problems, and then resolve them.

Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 17

LEDs and HEX display on the 202i server faceplate

The 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 server

operation.

For more information, see

Section A: LED and HEX displays on page 18.

Startup sequence and diagnostic codes

To help you determine if the 202i server started successfully (or if it failed), watch the startup

sequence and the diagnostic codes that appear. The entire sequence occurs when you perform

of 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 section

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

Troubleshooting your Avaya CallPilot

®

system

18 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010

Status LEDs and HEX display location

The following diagram shows the location of the status LEDs and HEX display on the 202i

server faceplate.

Interpreting the power status LED

The power status LED is the upper LED on the 202i server faceplate, directly below the lock

latch. The LED indicates whether it is safe to remove the server from the switch (which results in

a 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 startup

sequence, as this can damage the operating system files on the hard disk.

Status LEDs and HEX display location

Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 19

To determine if it is safe to remove the 202i server from the switch, see Power status LED

indications on page 20.

Power status LED functions

The 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 LED

is

THEN

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

from the switch.

Note:

When the LED is lit, the HEX display may display one of the

following: T:XX, F:XX, HOST, or DOWN.

Off

Caution:

Risk of equipment damage or data loss

It is not safe to remove the server from the switch. The server

is 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 shut

down the operating system before you can remove the

202i server from the switch. For instructions, see

"Powering down the server" in the Avaya CallPilot

Installation and Configuration Task List. NN44200-306.

Troubleshooting your Avaya CallPilot

®

system

20 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010

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