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Avaya CallPilot 202i Server Maintenance and Diagnostics

5.0 NN44200-708, 01.04 December 2010

© 2010 Avaya Inc.

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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

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............................................................................................................................................................31 Overview.................................................................................................................36 The ipconfig command....32 Types of event logs.................................................................................................................................................................42 Netstat command syntax..........................................................................................................................................................................................................................................46 Alarm notification..............................................................................................50 Disabling call channels..............................47 Alarm Monitor..................................................................................................................47 Component dependencies...........................................................................................................................................................................................................................................................................................................................46 Section A: Tools for isolating and fixing hardware problems......................................................................................................................41 Nbtstat command syntax...............................................................................................................40 Arp command syntax..........................................................................50 Channel and Multimedia Monitors..................................................................................................................................................................................................................................Chapter 4: Using the operating system online diagnostic tools.............................................................................................................................................................................................................36 Ipconfig default.......................................................................................................32 Viewing event logs.....49 More information...........................................................................................................................................................................................................................................................................................................................................49 About events.39 The arp command................................37 The tracert command..............................................31 Operating system Event Viewer.................................................................................................................................................................................................................................................................................................................................................................................................................................................................50 Running diagnostics on call channels.........47 Detecting hardware problems..........51 Introducing the Maintenance page.......................................................................................................................................................................................36 Ipconfig command syntax........................................................................48 Event Browser...................................................................................................................................32 TCP/IP diagnostics...................................................................................38 Tracert syntax..............42 Chapter 5: Using CallPilot Manager to monitor hardware.......................................................51 What the Maintenance page provides................................................................50 Section B: Working with the Maintenance page................................................................................................................................................36 The ping command..................................................................................31 In this chapter...........52 Viewing component states....................................................................................................................................................................................................................................................................................................................................................................................................................................................45 Event processing...............................................................................................................................................................................................................................33 Using TCP/IP diagnostic tools...........................................................................49 Maintenance page..................................................................................................................51 Maintenance activities for each component.........................................................................................................................................................................................................................................................................................................................................................................................51 In this section......38 How tracert works....................................................41 The netstat command.........................................................................................................................................................................................................................................................39 Tracert parameters....................46 Overview..46 In this section.................................................................................40 The nbtstat command...............................................33 Where to seek more information....................................37 Ping command syntax..............................................53 4 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 ...................................................................................................................................................31 Operating system Diagnostics.....................................................................................................................................................45 Understanding fault management.............45 In this chapter..........................................................................................................................................................................................................................................................................................................................................................................................48 About alarms......................................................................................................................................................

...............................................74 About the Channel Monitor tab.............................................................................................................................................................................................76 About the Legend/Help tab.......................................................................................................54 Starting and stopping components...................................................80 What is next?...................................................................66 To enable startup diagnostics..................................................................................................................................................................76 About the System Info tab...........................................................55 Courtesy stop...........................................................74 CallPilot services...............................................................................................79 Before you begin...........58 If a diagnostic test fails or cannot be run.................................................................................................................................................................................................................................................................65 Overview................................................................................................................................63 In this section...................62 Section C: Working with the Multimedia and Channel Monitors..............................................................................75 DS30X links...............................................................................................................................................................................................................................68 To access the PEP Maintenance utility...................................................................Component states............................81 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 5 .....................................................................68 To access the session trace tool...........................................................................................................................................................................................................................................................................................................................................................................................................................................................................57 Before you begin..........................................................................................................................................68 Session Trace...........63 Working with the Channel Monitor........................77 Chapter 7: Performing hardware maintenance and mechanical assembly.......................................................................................................................................................................................................................................81 Replacing the server..........................73 To access the System Monitor.................................................................................................................................................................................................................................................................................53 Alert icons...................................................................................................................................................55 Stop...........................................................................................................................................................67 To disable startup diagnostics..............................................................................................................................................................................................................56 Running integrated diagnostics........58 Components that have diagnostic tests available.....................................................81 202i server component diagram..........................................................................................72 System Monitor..................................................79 Overview...........................................................55 Stop versus courtesy stop.............60 Last diagnostic results..............................................................................................................................................................................................................................................66 Diagnostics Tool........................................................................................................................................................................................................................................69 To find a session..........................................80 Removing the server from the switch........................................................58 Diagnostic tests available for each component........................................................................................................80 Equipment required................74 DSPs............................................................................................................................................................................................................56 Components that can be started and stopped...............................................................................................58 Viewing the last diagnostic results...............................................................................................................................................................................................................................................................................70 Session type information......................................................................................................................................................................79 Equipment required..............................................................................................................................................................................................................................................................................63 Working with the Multimedia Monitor........................................................................................................................................................................................................................................65 Accessing the system utilities..................67 PEP Maintenance utility............................................................................................................................................................................................................................................................................................................................65 In this chapter..............................................................................................................................66 To access the Diagnostics Tool..................................................................................................................64 Chapter 6: Using Avaya CallPilot® system utilities............................................................................79 In this chapter..........................

..........................................................................89 6 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 ..........................................................82 Equipment required.86 Replacing the software feature key...................86 Before you begin............86 Index..........Replacing the hard drive.............................................................................................................................83 What is next?.......................................................................................................................................................................82 Before you begin..........................86 Equipment required..........................................................................................................................................................................83 Hard drive assembly diagram.............................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................

com/support.Chapter 1: Customer service Visit the Avaya Web site to access the complete range of services and support that Avaya provides. contact the technical support staff for that distributor or reseller for assistance. go to www. 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.avaya. Go to www. From this Web site.avaya. you can locate the Training contacts link on the left-hand navigation pane. you can access the Web site at www.com or go to one of the pages listed in the following sections.com/support. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 7 . Getting help from a distributor or reseller If you purchased a service contract for your Avaya product from a distributor or authorized reseller.avaya. Getting product training Ongoing product training is available. For more information or to register.

Customer service 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. 8 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 .com/support.avaya.

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 CallPilot Fundamentals NN44200-100. replacing. For more information about safety. Who should read this guide This guide is for administrators. see the document map on page Reference documents on page 13. and engineers who maintain an Avaya CallPilot server. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 9 . It is intended to be a guide for the following purposes: • using system tools to identify the cause of system problems • installing. technicians. or upgrading hardware components This guide is based on the assumption that you have basic computing skills and are familiar with necessary safety procedures.

you may need to reinstall the CallPilot software or rebuild the system. 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. Rebuilding the CallPilot system When you purchase your CallPilot server. see the CallPilot Software Administration and Maintenance Guide . see Replacing hardware components on page 12. shut down. For more details. You may be asked to perform one or more of these tasks while maintaining your server. it is preinstalled with the operating system and CallPilot server software. Performing hardware maintenance Performing hardware maintenance and mechanical assembly on page 79 explains how to replace hardware components. 10 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 .NN44200-600. To locate instructions for these tasks. If your CallPilot server no longer functions because of a software problem.About this guide 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. and power up the CallPilot server.

To Interpret the LEDs on the 202i server Interpret startup sequence and diagnostic codes Use the operating system diagnostic tools. If you cannot resolve your problem with the resources described in this guide. as follows. 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. and Maintenance page in CallPilot Manager Use the following CallPilot system utilities: • Diagnostics Tool • System Monitor See Troubleshooting your Avaya CallPilot® system on page 17 Troubleshooting your Avaya CallPilot® system on page 17 Using the operating system online diagnostic tools on page 31 Using CallPilot Manager to monitor hardware on page 45 Using Avaya CallPilot® system utilities on page 65 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 11 .Resolving system problems Resolving system problems Chapters 2 to 5 in this guide describe how to use a variety of CallPilot resources to resolve system problems. including Event Viewer and TCP/IP diagnostic tools Use the Event Browser. Alarm Monitor.

To replace or install The 202i server (in the event of a complete system failure) The hard drive The software feature key (dongle) See Replacing the server on page 81 Replacing the hard drive on page 82 Replacing the software feature key on page 86 12 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . 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.About this guide 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. 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.

see the Avaya product catalog for the part codes. Preparing for maintenance activities Before you proceed with hardware maintenance activities. 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. 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) Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 13 .Approved replacement parts Approved replacement parts Before you replace any parts on your server. handling cards. review the CallPilot Installation and Configuration Task List NN44200-306 for the following information: • required tools and equipment • recommended safety precautions for electrostatic discharge. 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.

About this guide 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) 14 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 .

Reference documents 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) Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 15 .

About this guide 16 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 .

Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 17 . and then resolve them.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.

see Section A: LED and HEX displays on page 18. the 202i server begins receiving power. The entire sequence occurs when you perform of the following: • Lock the 202i server against the switch backplane. For more information.Troubleshooting your Avaya CallPilot® system 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. Startup sequence and diagnostic codes To help you determine if the 202i server started successfully (or if it failed). see Section B: Startup diagnostics on page 24. watch the startup sequence and the diagnostic codes that appear. For more information. 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 18 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . • Restart the operating system. When locked against the backplane. • Press Reset on the 202i server faceplate to restart the hardware.

Interpreting the power status LED The power status LED is the upper LED on the 202i server faceplate. 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.Status LEDs and HEX display location Status LEDs and HEX display location The following diagram shows the location of the status LEDs and HEX display on the 202i server faceplate. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 19 . directly below the lock latch. as this can damage the operating system files on the hard disk.

see "Powering down the server" in the Avaya CallPilot Installation and Configuration Task List. The server is in one of the following states: • The server is in the operating system startup sequence. Note: You must courtesy down Avaya CallPilot. Off Caution: Risk of equipment damage or data loss It is not safe to remove the server from the switch. the HEX display may display one of the following: T:XX. Power status LED functions The LED indicates two server states: • The 202i server is in use. It is safe to remove it from the switch. 20 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . • The server has completed the startup sequence and is running. HOST. NN44200-306. Note: When the LED is lit. or DOWN. • It is safe to remove the 202i server from the switch. For instructions. F:XX. and then shut down the operating system before you can remove the 202i server from the switch.Troubleshooting your Avaya CallPilot® system To determine if it is safe to remove the 202i server from the switch. Power status LED indications IF the power status LED is On THEN the server is receiving power from the shelf. see Power status LED indications on page 20.

and Avaya server subnet CLAN activity. IF the ELAN or CLAN network activity LEDs are Off THEN a valid hardware connection with the network is not established. Network LED states . On or blinking rapidly Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 21 . a valid hardware connection with the network is established and network activity is occurring. If the cable is connected. Ensure that the cable is connected to the respective network switch or hub.Interpreting the network and drive activity LEDs Interpreting the network and drive activity LEDs The 202i server provides two LEDs for each RJ45 Ethernet connector to indicate ELAN Subnet. They following diagram shows a close up view of the two RJ45 Ethernet connectors and the two LEDs for each connector. ensure that the cable is not damaged.

Note: For a description of the codes that appear during startup diagnostics. If the cable is connected. or if the upper network activity LED is on. ensure that the cable is not damaged. the hard drive is being accessed. 22 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . THEN Interpreting the HEX display This section describes the codes that can appear on the HEX display during startup or normal 202i server operation. there is 10Mb network activity. For a description of the startup sequence. see Startup sequence description on page 27. IF the ELAN or CLAN connection speed LEDs are Off THEN a valid hardware connection with the network is not established. Ensure that the cable is connected to the respective network switch or hub. On Hard drive LED states IF the I LED is Off On the hard drive is idle. see the CallPilot Manager online Help. you must configure valid IP settings on the 202i server by running the Configuration Wizard. see Startup diagnostic codes on page 25.Troubleshooting your Avaya CallPilot® system IF the ELAN or CLAN network activity LEDs are THEN Note: Before the 202i server can receive or transmit data. For instructions. a valid hardware connection with the network is established and100Mb network activity is occurring.

At least one diagnostic failed. HEX display output Startup codes T:XX The 8051 controller is starting and running diagnostics. The operating system start sequence has started. These diagnostics occur during a cold restart (when the server is powered up. HOST NT OK This code appears during the startup sequence and means that BIOS diagnostics started. If you cannot use the HEX display to determine the cause of a system halt. For more details. contact your Avaya technical support representative. the error code is logged in the operating system event log after the operating system starts and the CallPilot 8051 device driver starts. CallPilot is fully operational and ready to accept calls. If the error is a non critical error. see Startup diagnostic codes on page 25. For more details. or if you press Reset on the 202i server faceplate). If the error is a critical error. see Startup diagnostic codes on page 25.HEX display codes HEX display codes During startup and normal 202i server operation. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 23 . Important: POST Terminal errors that result in a system halt do not appear on the HEX display. The operating system start sequence was successful and the 8051 controller is operating normally. However. CallPilot is ready to accept calls. where XX represents a two-character code. Review the event log for further information. some services failed the start sequence. The displayed error code represents the first failed diagnostic. the HEX display on the server faceplate displays one of the codes in the following table. the start cycle may halt. An Extended POST error occurred. Description F:XX P:XX CallPilot and 202i server operation codes BOOT PASS WARN CallPilot is starting and is not yet fully operational.

A major alarm occurred. A critical alarm occurred. Review the event log for further information. the start sequence begins at stage 9.Troubleshooting your Avaya CallPilot® system HEX display output Startup codes FAIL MIN MAJ CRI ??? Description CallPilot failed the start sequence and cannot accept calls. the HEX display behaves as follows: • The DOWN message remains displayed until the operating system start sequence begins. If you perform a warm restart by selecting Restart on the operating system shutdown menu. Review the event log for further information. • The DOWN message does not scroll. However. DOWN Section B: Startup diagnostics In this section Startup diagnostic codes on page 25 Startup sequence description on page 27 24 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . contact your Avaya technical support representative. If you perform a cold restart by pressing Reset on the 202i server faceplate. it is safe to remove the 202i server from the switch. or by removing and then reinserting the 202i server in the switch. described in Startup sequence description on page 27. Review the event log for further information. the start sequence starts at stage 1. described in Startup sequence description on page 27. Review the event log for further information. A minor alarm occurred. An alarm of unknown severity occurred. The operating system shut down. This error should not occur on a properly installed system. When the power status LED is on. The severity of this event is treated as higher-thancritical.

the start cycle halts. Test code T:01 T:02 T:03 T:04 T:05 T:06 T:07 T:08 HOST ALU self-test Address mode self-test Boot ROM self-test Timer self-test Watchdog self-test EEPROM self-test End of system controller self-tests The power status LED blinks three times. and you here a continuous beep. display Examples of critical errors are memory Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 25 . an error code displays. If a critical diagnostic fails. The start cycle halts. the start sequence indefinitely halts. The following table shows the critical startup diagnostic codes with their corresponding failure codes. Test description Internal RAM self-test Failure code F:01 F:02 F:03 F:04 F:05 F:06 F:07 not applicable Start of BIOS diagnostics HOST continues to The monitor displays the BIOS start screen. the next test code appears. Failure of these diagnostics means that there has been a server failure. Note: When a test succeeds. scroll across the HEX If a critical error occurs.Startup diagnostic codes Troubleshooting startup problems on page 29 Startup diagnostic codes HEX display diagnostic codes are divided into the following two categories: • critical startup diagnostics • non critical operating system and switch diagnostics Critical startup diagnostic codes All critical startup diagnostics must pass before the 202i can proceed with the start sequence.

Status code HOST Operation description Continuation of BIOS diagnostics. If a noncritical error occurs. the HEX display stops at the failed test. Failure code NT CDLN Neither DS30x interface was initialized (both failed). the HEX display remains at NT. beginning of Cardlan interface communication (DS30x interface initialization) The system controller communicates with the switch. the following codes may appear for a short period. C:01 C:01 Initialization of the first DS30x interface failed.) During CallPilot software installation. The start sequence continues. but server functionality can be compromised. Initialization of the first DS30x interface P:XX Note: For a description. the 8051 device driver is copied to the operating system. a problem does not exist. The following table shows the noncritical operating system and switch diagnostic codes with the corresponding failure codes. and waits for switch acknowledgement. If these messages display temporarily (that is. (This can occur if you are rebuilding a system. 26 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . Note: If the CallPilot server software is not installed. P:XX The monitor displays the BIOS start screen. no longer than 1 second). the server continues the start sequence. see P:XX failure codes on page 27.Troubleshooting your Avaya CallPilot® system Test code Test description failure or another type of error resulting in no display on the monitor. The operating system start sequence started. CDLN 8051 device driver on the operating system has started. Failure code Non critical operating system and switch diagnostic codes If a noncritical operating and switch diagnostic test fails. The remaining diagnostics are not performed. at which point the HEX display shows CDLN. Note: While the test is in progress. indicating that two cards are installed.

Startup sequence description The following table describes the startup sequence and the diagnostic stages that occur. Note: If you restart the operating system by clicking the Shut Down and Restart options. contact your Avaya technical support representative. MAJ. Important: POST Terminal errors that result in a system halt do not appear on the HEX display. If you cannot use the HEX display to determine the cause of a system halt. or The operating system startup is complete. and the 202i powers up. If the error is a critical error. If the error is a noncritical error. P:XX failure codes P:XX indicates a BIOS diagnostic error. where XX represents a two-character code. WARN and CallPilot Fault Management takes over. the HEX displayed in the status LED behaves as follows: • The DOWN message remains displayed until the operating system start sequence begins. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 27 . no event is logged. the start sequence starts at stage 9.P:XX failure codes Status code OK Operation description Failure code Switch acknowledgement complete CRI. However. the error code is reported in the operating system system event log after the operating system start sequence completes and the CallPilot 8051 device driver starts. • The DOWN message does not scroll. The entire sequence occurs when you perform one of the following activities: • You lock the 202i against the switch backplane. MIN. Note: If CallPilot is not installed. the start cycle may halt. • You press Reset on the 202i server faceplate to perform a hardware restart. FAIL.

Approximate duration: less than 1 second 2 3 4 5 6 7 T:02 T:03 T:04 T:05 T:06 T:07 ON ON ON ON ON ON 8 End of system controller self-tests. You are prompted for an operating system user name and password. the startup cycle halts. If it fails. and the start cycle continues. If any test fails. click OK unless you want a reminder to configure the server. If the Maintenance Configuration Detection Information box appears. The 8051 system controller is running normally. and HOST scrolls across the HEX display. Completion of operating system start sequence. Approximate duration: 7 seconds HOST blinks three times ON 9 10 Beginning of the operating system start sequence NT The monitor displays the operating system logon prompt. this is a noncritical error. Approximate duration: less than 3 seconds Beginning of BIOS diagnostics Note: The BIOS splash screen appears. Approximate duration: less than 1 second ALU self-test Approximate duration: less than 1 second Address mode self-test Approximate duration: less than 1 second Boot ROM self-test Approximate duration: less than 1 second Timer self-test Approximate duration: less than 1 second Watchdog self-test Approximate duration: less than 1 second EEPROM self-test This is a noncritical diagnostic. OK OFF 11 OFF 28 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . a pop-up box for Maintenance Configuration Detection Information may appear to remind you. No errors were T:08 found. If the system needs to be configured.Troubleshooting your Avaya CallPilot® system Stage Description Status LED Status LED HEX state display T:01 ON 1 Internal RAM self-test This is the start of critical startup diagnostics for the 8051 system controller.

Note any diagnostic codes.Troubleshooting startup problems Stage Description Status LED Status LED HEX state display One of the following. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 29 . Use the system and CallPilot Manager event logs and Alarm Monitor to determine what happened. To determine why the 202i server failed the 8051 startup 1. a fault occurred. To determine why the 202i server failed to start CallPilot 1. If FAIL. MAJ. If you still cannot find the cause of the failure. 3. 4. 5. For a description. WARN. see the CallPilot Troubleshooting Guide. call your Avaya technical support representative. OK means that CallPilot loaded. Note any diagnostic codes. 2. For other suggestions. 2. or MIN appears instead of OK. Note: Allow 5 minutes for the start cycle to complete. Try restarting the server by pressing Reset on the 202i server faceplate. see Startup sequence description on page 27. as applicable: • BOOT • PASS • FAIL • WARN • CRI • MAJ • MIN OFF 12 The 202i CallPilot software loads. CRI. 3. CallPilot Fault Management takes over. Approximate duration: 5 minutes Troubleshooting startup problems This section suggests tasks you can perform to determine why the 202i server fails the startup cycle. view the diagnostic codes on the HEX display for failures. During the start sequence. view the diagnostic codes on the HEX display for failures. Try restarting the server by pressing Reset on the 202i server faceplate. During the restart sequence.

see the CallPilot Troubleshooting Guide for other suggestions.Troubleshooting your Avaya CallPilot® system For a description. For instructions. see Viewing event logs on page 32. 30 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . View the event logs. call your Avaya technical support representative. Note: Allow 5 minutes for the start cycle to complete. 6. 4. 5. see Startup sequence description on page 27. For other suggestions. If you still cannot find the cause of the failure.

Use these tools when a serious problem prevents the use of 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 Viewer The operating system Event Viewer provides event logs to help you diagnose and debug system problems.Chapter 4: Using the operating system online diagnostic tools In this chapter Overview on page 31 Viewing event logs on page 32 Using TCP/IP diagnostic tools on page 36 Overview This section describes how to access the run-time online diagnostic tools provided by the operating system server software. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 31 .

TCP/IP diagnostics This chapter describes the following TCP/IP diagnostic tools: • ipconfig • ping • tracert • arp • nbtstat • netstat These utilities help you to verify network connectivity. Viewing event logs When the server startup cycle is complete. If the HEX display shows FAIL. perform one of the following: . you can use the following tools: • operating system Event Viewer on the 202i server (see To use the operating system Event Viewer on page 33) • CallPilot Event Browser or Alarm Monitor in CallPilot Manager For more information.See Alarm Monitor on page 48. and if you configured the CallPilot server see the CallPilot <switch model> and CallPilot Server Configuration guide for your switch and server). Network connectivity is essential to CallPilot operation. or FAIL or one or more error messages appears on the monitor. To determine what happened. CRI. MAJ. They help you to thoroughly test the network interface and isolate any configuration problems. 32 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . an event (such as a warning. and messages in dialog boxes on the monitor indicate that CallPilot is ready to accept calls.Using the operating system online diagnostic tools Operating system Diagnostics The operating system Diagnostics window allows you to view details about the system and network components. MIN. or information display) occurred. the HEX display should show Pass. error.

The Event Viewer window appears. Contents in the Event Viewer window. Administrative Tools. See also To use the operating system Event Viewer on page 33. such as database file errors. then use the operating system Event Viewer. including Routing and Remote Access Server (RRAS) or other operating system services. Event Viewer. logoffs. illegal access. Logs events by application. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 33 .Types of event logs . Click Start. Programs. Note: The Event Browser and Alarm Monitor include online Help for events. Security Applications Where to seek more information For more information about using the operating system Event Viewer. which may help you to resolve the problem. To use the operating system Event Viewer 1. such as logons. click Help. as follows. Types of event logs Three types of event logs are available from the operating system Event Viewer. Log type System Description Logs events by the operating system components. If you cannot log on to the CallPilot system using a Web browser due to server problems.See the CallPilot Administrator's Guide NN44200-601. Logs security events. This option is available only to users with Administrative access.

34 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . An example of a System log appears in the following illustration. To view a log. click the name of the log in the left pane. The illustration shows an example of the Application log.Using the operating system online diagnostic tools 2.

major or critical errors warnings information 4. 6. Exit. 7. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 35 . contact your Avaya support representative. To determine the cause of the error. Note: If the error persists or does not suggest a solution. Click Close. 5. An example of an error description is shown in the Event Detail dialog box in the Application log illustration on 2 on page 34. select and double-click the error. Each error is date and time stamped. Look for error codes flagged that occurred since the last startup. The event log reappears. A description of the error appears in an Event Detail dialog box. 3. The Event Viewer closes. Click Log. Use the error description to help determine how to resolve errors.Where to seek more information Note: The Security log available only to administrators is not shown.

Network connectivity is essential to CallPilot operation. The ipconfig command The ipconfig command displays IP configuration information. These utilities help you to thoroughly test the network interface and isolate configuration problems. it displays the IP address. Flag /? Displays Help information. Ipconfig command syntax ipconfig /[ ] The following flags are available for the ipconfig command.Using the operating system online diagnostic tools Using TCP/IP diagnostic tools This section describes the following TCP/IP diagnostic tools available for the network adapter. subnet mask. The first three tools are the most 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. Description 36 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . These tools are useful to diagnose LAN communication problems. and default gateway for each adapter bound to TCP/IP. Ipconfig default If you run the command without flags.

Set Don't Fragment flag in packet. Renews the IP address for the specified adapter. Click Start. Releases the IP address for the specified adapter. Specifies the number of echo requests to send. Resolves addresses to host names. Type Exit to close the Command Prompt window. Programs. To run the ipconfig command from the operating system 1. type ipconfig <with appropriate parameters>. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 37 . Accessories. 4. Use this command to verify network connectivity to the remote device. Ping command syntax The 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 -t -a -n count -l size -f Description Pings the specified host until interrupted. At the prompt. The Command Prompt window appears. Sends buffer size. Press Enter. 2.The ping command Flag /all /release /renew Description Displays full configuration information. Example: ipconfig /all 3. The system runs the ipconfig utility. Command Prompt to display the command prompt window. The ping command The ping command sends an echo request to a specified host.

• Each router along the path must decrement the TTL on a packet by at least 1 before forwarding it. Type Exit to exit the Command Prompt window. Click Start. Press Enter. so the TTL is effectively a hop count. ping 200.0).286.32. Programs. At the prompt. How tracert works The tracert utility follows several steps: • Tracert sends Internet Control Message Protocol (ICMP) echo packets with varying TimeTo-Live (TTL) values to the destination. The Command Prompt window appears. The tracert command This utility determines the route to a destination. the router sends back an ICMP Time Exceeded message to the source system. 38 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . 3. or ping <computer name>. • When the TTL on a packet reaches 0. 2. 4. type ping <destination IP address> (for example. Command Prompt to display the command prompt window. The system displays the ping results. Accessories.Using the operating system online diagnostic tools Parameter -i TTL -v TOS -r count -s count -j host-list -k host-list -w timeout Time To Live Type Of Service Record route for count hops Time stamp for count hops Description Loose source route along host list Strict source route along host list Time-out in milliseconds to wait for each reply To run the ping command from the operating system 1.

Specifies the maximum number of hops to search for the target.32 210 200. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 39 . Waits the number of milliseconds specified by the timeout for each reply. Press Enter. Command Prompt to display the command prompt window. To run the tracert command from the operating system 1. Accessories.04 3. At the prompt. The system runs the tracert utility. Type Exit to exit the Command Prompt window. • Tracert then examines the ICMP Time Exceeded messages sent back by intermediate routers.286. 2. Specifies a loose source route along the host list. Programs. or the maximum TTL is reached. type the following command: tracert [-d] [-h maximum_hops] [j host_list] [-w timeout] [target name] Example: tracert 200. Parameter -d -h maximum_hops -j host-list -w timeout target_name Description Specifies not to resolve addresses to hostnames. The name of the target host.0.0. The Command Prompt window appears. Tracert syntax tracert [-d] [-h maximum_hops] [-j host_list] [-w timeout] [target_name] Tracert parameters The tracert command uses the following parameters. Click Start.Tracert syntax • Tracert determines the route by sending the first echo packet with a TTL of 1 and incrementing the TTL by 1 on each subsequent transmission until the target responds. 4.236.

Specifies a physical address. The entry is permanent. the IP and physical addresses for only the specified computer appear. type arp with the required parameters (for example. If not present.Using the operating system online diagnostic tools The arp command The arp command displays and modifies the IP-to-physical address translation tables used by Address Resolution Protocol (arp). If more than one network interface uses arp. The physical address is given as six hexadecimal bytes separated by hyphens. Command Prompt to display the command prompt window. the first applicable interface is used. At the prompt. Same as -a. The Command Prompt window appears.286. Specifies an Internet address. arp -g 200. If inet_addr is specified. Displays the arp entries for the network interface specified by if_addr. entries for each arp table appear. Programs.32). Accessories. -g inet_addr if_addr eth_addr -N if_addr -d -s To run the arp command from the operating system 1. Specifies the Internet address of the interface whose address translation table you need to modify. Deletes the host specified by inet_addr. Arp command syntax The 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 -a Description Displays current arp entries by interrogating the current protocol data. Click Start.0. Adds the host and associates the Internet address inet_addr with the physical address eth_addr. 2. 40 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 .

Lists the contents of the NetBIOS name cache giving the IP address of each name. nbtstat prints the current configuration information once. The nbtstat command The nbtstat command displays protocol statistics and current TCP/IP connections using NBT. this option returns the number of names resolved and registered through broadcast or through WINS. Registered indicates that the name is registered by broadcast (Bnode) or WINS (other node types). Displays both client and server sessions. Displays selected statistics. Lists local NetBIOS names. Type Exit to exit the Command Prompt window. Without this parameter. Displays both client and server sessions. On a computer configured to use WINS. Press Ctrl+C to stop displaying statistics. Lists name resolution statistics for Windows networking name resolution.The nbtstat command 3. -S -s interval Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 41 . listing the remote hosts by IP address only. Press Enter. pausing interval seconds between each display. Nbtstat command syntax The nbtstat command uses the following syntax: nbtstat [-a remotename] [-A IP address] [-c] [-n] [-R] [-r] [-S] [-s] [interval] Parameter -a remotename -A IP address -c -n -R -r Description Lists the remote computer name table using its name. Lists the remote computer name table using its IP address. The system runs the arp command. and attempts to convert the remote host IP address to a name using the HOSTS file. Reloads the LMHOSTS file after purging all names from the NetBIOS name cache. 4.

Netstat command syntax The netstat command uses the following syntax: netstat [-a] [-e] [-n] [-s] [-p proto] [-r] [interval] Parameter -a -e -n -s -p proto Description Displays all connections and listening ports. The system runs the nbtstat utility. Redisplays selected statistics. Shows connections for the protocol specified by proto. Type Exit to exit the Command Prompt window. pausing between each display. 3. 4. This can be combined with the -s option. Accessories. Displays Ethernet statistics. 42 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . At the prompt. udp. Click Start. 2. type nbtstat with the required parameters.Using the operating system online diagnostic tools To run the nbtstat command from the operating system 1. proto can be tcp. or ip. Displays the contents of the routing table. Displays the statistics for each protocol. Displays addresses and port numbers in numerical form. Click Start. Accessories. The Command Prompt window appears. Command Prompt to display the command prompt window. -r interval To run the netstat command from the operating system 1. Programs. Proto can be tcp or udp. The netstat command The netstat command displays current TCP/IP network connections and protocol statistics. If used with the -s option. Press Enter. Press Ctrl+C to stop redisplaying statistics. Command Prompt to display the command prompt window. Programs.

Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 43 . At the prompt. The system runs the netstat utility. Press Enter. type netstat with the required parameters.Netstat command syntax The Command Prompt window appears. 3. Type Exit to close the Command Prompt window. 4. 2.

Using the operating system online diagnostic tools 44 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 .

Chapter 5: Using CallPilot Manager to monitor hardware In this chapter Understanding 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 management Fault management describes how the Avaya CallPilot server detects and notifies you of potential or real hardware problems (faults). ® Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 45 .

Using CallPilot Manager to monitor hardware

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

Event processing
An event is any change in system configuration or operational state. An event is also any action the system takes that requires user notification. Events can be as insignificant as a user logon attempt 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 CallPilot server. The fault management server enables the server to listen and respond to clients. The interaction is called event processing and is the means by which the server detects hardware faults.

Alarm notification
Alarms are warnings generated by events. Alarms communicate the same information as events. However, alarms are reported in the Alarm Monitor instead of the Event Browser and are managed differently than events. When an alarm appears in the Alarm Monitor, Avaya recommends that you investigate the problem, isolate it, and then fix the problem. When you fix the problem, you can then clear the alarm from the Alarm Monitor.

Section A: Tools for isolating and fixing hardware problems

In this section
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

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Overview

Overview
This section describes how to use the CallPilot Manager tools to detect, isolate, and fix potential or real hardware problems.

Component dependencies
The status of some components depend on the operational status of other components. If a component 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 of these components may not appear on your system.
Component Dependent components

Motherboard (IPE All DSPs, and all multimedia and call channels associated with the IPE server) server. Time Switch DS30X All multimedia and call channels associated with the same MPB as the time switch. All DS30X channels associated with the DS30X link.

Detecting hardware problems
Typically, you first become aware of a hardware problem when an alarm is raised. All hardware faults 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, connection problems, and cross talk (hearing other conversations) • system administrator logon difficulties • alert icons on the Maintenance page

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Using CallPilot Manager to monitor hardware

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

About alarms
Alarms are warnings generated by events. Alarms communicate the same information as events. However, alarms are reported in the Alarm Monitor instead of the Event Browser, and are managed differently than events: • Alarms appear in the Alarm Monitor only for Minor, Major, and Critical events (not Information events). All events can be reported in the Event Browser (depending on filtering 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 and date assigned to the original generated alarm is updated. • Alarms can be cleared from the Alarm Monitor, but the event that generated the alarm is not 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. If the solution is not apparent, use the Event Browser or the Maintenance page to further investigate the problem. For detailed information about how to use the Alarm Monitor, see the CallPilot Administrator's Guide 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 on page 49).

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You can run a new diagnostic for the component. if necessary. Repeat steps 3 on page 49 and 4 on page 49 to view more events.Event Browser Event Browser Use the Event Browser to investigate a series of events that occurred approximately when an alarm was raised. Events are classified as Information. To investigate using the Event Browser 1. 3. see the CallPilot Administrator's Guide NN44200-601 or the CallPilot Manager online Help. or an event that occurred near the time the alarm was raised. If the solution to the problem is not apparent. Major. how to configure preferences). 2. Maintenance page Use the Maintenance page to obtain status information for suspect components. Minor. The Event Browser page appears. View the description and recovery action. About events The Event Browser displays events recorded in the server log. Each event identifies the time the event occurred. contact your Avaya technical support representative. or review the results of the last diagnostic that was run. the object that generated the event. The event listing can help you determine the cause of a problem. In CallPilot Manager. Event Browser. or Critical. the Event Browser displays only the most recent 100 critical events. Click an event that appears to be related to the problem. Run CallPilot Manager and log on. 6. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 49 . If you suspect or discover a problem with hardware such as the DS30X link. click System. By default. 5. For detailed information about how to use the Event Browser (for example. 4. and the cause of the event. A description of the event appears in a new Web browser window. you can use the Diagnostic section on the Maintenance page.

Using CallPilot Manager to monitor hardware More information For information about all aspects of the Maintenance page. you instantly disable them and terminate all active calls. 50 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . and speech recognition channels. CallPilot waits until the channels are no longer active before disabling them. see Section C: Working with the Multimedia and Channel Monitors on page 63. The call channels are the connections between the server and the switch that carry the call signals to CallPilot. For information about using the Channel and Multimedia Monitors. Disabling call channels If you must take the CallPilot system out of service to perform software or hardware maintenance. The multimedia channels are the DSP ports that process the calls. The Multimedia Monitor shows the status of multimedia channels. When you stop channels. use the Diagnostics section on the Maintenance page. • Stop the channels. Two way are available to disable the call channels: • Courtesy stop the channels (preferred method). instead of instantly terminating active calls. Channel and Multimedia Monitors The Channel Monitor shows the status of call channels. They are the voice. Avaya recommends that you disable all call channels first. see Section B: Working with the Maintenance page on page 51. fax. For more information. see Section B: Working with the Maintenance page on page 51or the CallPilot Manager online Help. When you courtesy stop call channels. Running diagnostics on call channels If you must run diagnostics for one or more channels.

What the Maintenance page provides The Maintenance page identifies the server platform and switch connectivity type. click the plus sign (+) beside the component. • Start and stop components. It also provides a tree that. click the plus sign (+) at the top of the tree. To list the subcomponents for each component. To list the server hardware components.Section B: Working with the Maintenance page Section B: Working with the Maintenance page In this section 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 Introducing the Maintenance page Use the Maintenance page in CallPilot Manager to perform the following tasks: • Obtain general information about components. • View the results of the last diagnostic test run against a component. • View component states. • Run integrated diagnostic tests. when expanded. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 51 . lists the physical and logical hardware components on the left side of the page.

This information typically includes the following details: • the name. For more information about working with component states. see the following sections: • Running integrated diagnostics on page 57 • Viewing the last diagnostic results on page 60 Maintenance activities for each component The following table identifies the maintenance activities you can perform for each component in the component tree. whether a component is removable) Note: This section does not appear for all components. Use this section to start and stop a component before running a diagnostic test. This section appears only for components on which you can perform maintenance administration.Using CallPilot Manager to monitor hardware Note: The components listed on the Maintenance page are based on the CallPilot server type and the switch that is connected to CallPilot. class. type. The examples in this chapter are for illustration only and may not appear exactly the same on your system. 52 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . Maintenance This section shows the state of the selected component. see the 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 tests or to view the results of the last diagnostic tests that ran on the selected component. Details are divided into the sections described in the following table. This section appears only for components on which you can run diagnostics. series. Section General Description This section shows general technical information about the selected component. or version of a component • various capabilities of a component (for example. For more information about running diagnostics. When you click a component. the page refreshes to show the details about that component.

stop? Courtesy stop? No No No No Yes Yes No Diagnostic s available? Yes Yes No Yes Yes No No Replaceable? Motherboard Media Bus Time Switch DSPs Multimedia channels Call channels DS30X link Yes Yes No Yes Yes Yes Yes Yes (IPE server) No No No No No No Viewing component states View the state of a component to determine the general condition of the component. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 53 . The state of a component appears in the Maintenance section of the Maintenance page. Component states You can determine the state of a component by looking at the State box in the Maintenance section. The component is working but not currently involved in processing a call. This state occurs quickly and is immediately followed by Idle. State Active Disabled Idle InTest Loading No resources Not Configured Description The component is working and currently involved in processing a call.Viewing component states Component Start. The device is not configured in CallPilot. The diagnostic failed. The component started. including whether the component is disabled or off duty. which takes it out of the Off Duty state. A diagnostic is running on the resource or device. The hardware required for the component to operate is not installed or is not operating properly.

54 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . Click the plus sign (+) beside the CallPilot server to expand the component tree. 2. The component was taken out of service at the switch. The call processing component has not initialized the resource. View the state of the selected component in the State box. To view the state of a hardware component 1. 5. Click the hardware component with which you want to work. Off Duty Remote Off Duty Shutting Down Uninitiated The component stopped. then the component or one of the subcomponents is experiencing a problem. In CallPilot Manager. This state occurs quickly and is immediately followed by Off Duty. A problem exists with the selected component. 7. 6. The Maintenance page refreshes to show details about the component. Scroll down to the Maintenance section. click Maintenance. Run CallPilot Manager and log on. The Maintenance page appears. Alert icons If one of the following icons appears next to a component in the tree. Icon Description A problem exists with a subcomponent of the selected component. a DSP is not being used because it was not allocated in the Configuration Wizard. Maintenance Admin. Expand the tree to locate the subcomponent with the problem. 4. 3. Continue clicking the plus sign (+) until the component with which you want to work is visible.Using CallPilot Manager to monitor hardware State Description For example. The component is stopping.

Courtesy stop A courtesy removes the component from service only after the component finishes processing the active call. you courtesy stop a component. it is removed from service immediately. Courtesy stop is available only at the individual channel level. To bring an out-of-service component back into service. • If the component is not currently in use. see Section C: Working with the Multimedia and Channel Monitors on page 63. if possible. also known as DS0) channels For instructions. Courtesy stop is preferred over a regular stop.Starting and stopping components Starting and stopping components When you stop a component. the component remains active until the call is finished. • If the component is currently processing a call. Start and stop components from the Maintenance section on the Maintenance page. the call is not dropped. Stop versus courtesy stop By using either one of the following two methods of removing a component from service. use the following tools: • Multimedia Monitor: to courtesy stop a range of multimedia channels • Channel Monitor: to courtesy stop a range of call (DS30X. To courtesy down CallPilot. You must stop a component before you can replace it (if the component is replaceable) or run a diagnostic test on it. you can choose how active calls are affected. Important: Avaya recommends that. you must start it. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 55 . you take it out of service and prevent it from operating.

You cannot perform maintenance administration on the time switch. Removes the selected DS30X link from service. Continue clicking the plus sign (+) until the component with which you want to work is visible. The Maintenance page appears. All active calls are dropped. Removes the selected DS30X channel from service. use the Multimedia Monitor or Channel Monitor. Components that can be started and stopped You can start and stop only the following components. The Maintenance page refreshes to show details about the component. see Section C: Working with the Multimedia and Channel Monitors on page 63. Maintenance Admin. To start or stop a component 1. you perform a stop only when severe problems that affect a large number of incoming calls occur or if your organization determines a special need for it. Component Motherboard (IPE server) Time Switch Multimedia channels Channels DS30X link Effect of stopping Removes all call processing resources on the selected board from service.Using CallPilot Manager to monitor hardware Stop A stop removes the component from service immediately. Typically. 4. Click the hardware component that you want to start or stop. Removes the selected DSP from service. 56 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . Note: If you want to start or stop more than one or two multimedia (DSP) or call (DS30X) channels. 5. In CallPilot Manager. 2. Click the plus sign (+) beside the CallPilot server to expand the component tree. regardless of whether the component is currently processing calls. click Maintenance. 3. For instructions. Run CallPilot Manager and log on.

Scroll down to the Maintenance section. Courtesy Stop Click this button to remove the selected component from service. as required. desktop messaging users. and Web messaging users so that they can log off their sessions before you proceed. Click Courtesy Stop.Running integrated diagnostics 6. or Start. ensure that you inform all administrators. Problems include static. and you hope that diagnostic results explain why. Stop Click this button to remove the selected component from service immediately. CallPilot waits for the call to be completed before disabling the component. the component is removed from service after all calls finish. Stop. you take the entire system down). click this button to return it to service. you take the entire system down). Button Start Description If the selected component is out of service. The system asks you to confirm the Courtesy stop. Important: If you stop all components (that is. dropped calls. Running integrated diagnostics Run diagnostic tests from the Diagnostics section on the Maintenance page in the following circumstances: • You want to ensure that a component is operating properly after you install or reinstall it. ensure that you inform all administrators. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 57 . and cross talk (hearing another conversation). and Web messaging users so that they can log off their sessions before you proceed. • The CallPilot server cannot process incoming calls. desktop messaging users. Important: If you courtesy stop all components (that is. All calls that are in progress are disconnected immediately. 7. If you click OK.

In both cases.Using CallPilot Manager to monitor hardware Before you begin Important: Remove the component from service before you run the diagnostic test. If a diagnostic test fails or cannot be run If a warning message appears. See Starting and stopping components on page 55. (See Section A: Tools for isolating and fixing hardware problems on page 46. you may need to replace or service a component. Components that have diagnostic tests available The following table identifies the components on which you can run diagnostics. a message appears in a new browser window (see the example on page 9 on page 60). To view the list of diagnostic tests for a particular component. If a diagnostic test fails. click the component in the component tree.) If the Alarm Monitor and Event Browser do not provide a solution to a hardware problem. check the Alarm Monitor to determine the reason and the appropriate action to take. you cannot run the diagnostic test because a prerequisite condition is not met. If the problem is with a component that is not 58 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . Component Motherboard Time Switch Media channels Call channels DS30X link Diagnostics available? Yes No No No No Replaceable? Yes (IPE server) No No No No Diagnostic tests available for each component The diagnostic tests that are available for each component are listed in the Diagnostic section of the Maintenance page.

The Maintenance page appears. Scroll down to the Maintenance section. 5. click Maintenance. Click the plus sign (+) beside the CallPilot server to expand the component tree. Important: Avaya recommends that you courtesy stop rather than stop a component if possible. 7. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 59 . depending on the component. 2. 3. Run CallPilot Manager and log on. Note: For instructions about removing the component from service. Scroll down to the Diagnostics section.If a diagnostic test fails or cannot be run replaceable because it is not a physical entity (such as the Time Switch). Maintenance Admin. The Maintenance page refreshes to show details about the component. Click the hardware component for which you want to run diagnostics. 6. The following illustration shows the Diagnostics section for a DSP. 4. you must either replace its parent component or contact your Avaya technical support representative. Continue clicking the plus sign (+) until the component with which you want to work is visible. and ensure that the component is out of service. see To start or stop a component on page 56. see Starting and stopping components on page 55 To run a diagnostic test 1. In CallPilot Manager. For instructions.

Viewing the last diagnostic results You can review the results of previously run diagnostics by clicking the Get Last Results button for a component. check the Diagnostic Description check box at the top of the list. Note: The Diagnostic Results box in the Diagnostics section displays diagnostic results when you click Get Last Result. A new Web browser window displays the progress and results of the diagnostics. Note: If you want to run all diagnostics. 60 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . Check the check box for each diagnostic that you want to run. 9. Click Run.Using CallPilot Manager to monitor hardware 8.

Click the plus sign (+) beside the CallPilot server to expand the component tree. The results appear in the Diagnostic Results box. click Maintenance.Viewing the last diagnostic results To view the last diagnostics result 1. 6. Continue clicking the plus sign (+) until the component with which you want to work is visible. 2. Maintenance Admin. Check the check box for each diagnostic for which you want to review results. Click Get Last Result. 5. 8. 4. see Starting and stopping components on page 55. 7. Important: Avaya recommends that you courtesy stop rather than stop a component if possible. Run CallPilot Manager and log on. 3. In CallPilot Manager. Scroll down to the Diagnostics section. The following figure shows the Diagnostics section for a DSP. Click the hardware component for which you want to run diagnostics. For instructions. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 61 . The Maintenance page appears. The Maintenance page refreshes to show details about the component.

Using CallPilot Manager to monitor hardware Last diagnostic results The results of the last diagnostic test display the following information in the Diagnostic Results box: • diagnostic title • diagnostic result: pass or fail • the date and time the test was completed 62 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 .

Perform one of the following: IF you want to stop or start All of the channels associated with a DSP. 4. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 63 . fax. THEN Check the check box to the left of the DSP that you want to stop or start.Section C: Working with the Multimedia and Channel Monitors Section C: Working with the Multimedia and Channel Monitors In this section Working with the Multimedia Monitor on page 63 Working with the Channel Monitor on page 64 Working with the Multimedia Monitor The Multimedia Monitor shows the status of multimedia channels. click Maintenance. or Start as required. In CallPilot Manager. Check the check box for each channel that you want to stop or start. They are the voice. Repeat this step for each DSP. Note: For an explanation of the channel states. Click Courtesy Stop. and speech recognition channels. 3. The multimedia channels are the DSP ports that process the calls. Stop. Run CallPilot Manager and log on. showing the channels associated with each DSP. see the CallPilot Manager online Help. Multimedia Monitor. Only one or several channels that are associated with a DSP. The Multimedia Monitor page appears. 2. To view or work with multimedia channel states 1.

The Channel Monitor page appears. 4. as required. wait a few seconds for the page to refresh. To view or work with call channel states 1. THEN Check the check box to the left of the DS30X link that you want to stop or start. The selected channels change to off-duty or on-duty status. Run CallPilot Manager and log on. click OK. Working with the Channel Monitor The Channel Monitor shows the status of call channels.Using CallPilot Manager to monitor hardware If you clicked Courtesy Stop or Stop. according to the action you chose. you are asked to confirm the courtesy stop or stop. If you clicked Courtesy Stop or Stop. Check the check box for each channel that you want to stop or start. The selected channels change to off-duty or on-duty status. Note: If the buttons are not available. according to the action you chose. click OK. you are asked to confirm the courtesy stop or stop. Stop. Only one or several channels that are associated with a DS30X link. The call channels are the connections between the server and the switch that carry the call signals to CallPilot. In CallPilot Manager. or Start. wait a few seconds for the page to refresh. click Maintenance. 2. Note: If the buttons are not available. see the CallPilot Manager online Help. 64 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . 3. Note: For an explanation of the channel states. Repeat this step for each DS30X link. Channel Monitor. Click Courtesy Stop. Perform one of the following: IF you want to stop or start All channels associated with a DS30X link. showing the DS30X (also known as DS0) channels associated with each DS30X link.

• particulars about the CallPilot System. keycodes. and system numbers Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 65 . Displays a list of installed PEPs and enables PEP uninstall.Chapter 6: Using Avaya CallPilot® system utilities In this chapter Overview on page 65 Diagnostics Tool on page 66 PEP Maintenance utility on page 68 Session Trace on page 68 System Monitor on page 73 Overview The following table lists the Avaya CallPilot system utilities. Provides detailed information about the activity in a user's mailbox and the state of the message waiting indicator (MWI). Utility Diagnostics Tool PEP Maintenance Session Trace System Monitor Description Allows CallPilot startup diagnostics to be enabled or disabled (turned on or off). IP addresses. 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 operating system provides in the Services control panel. serial numbers. such as names.

CallPilot. To access the Diagnostics Tool On the Windows desktop. 66 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . • Use the Diagnostics Tool to turn on CallPilot startup diagnostics. Diagnostic Tool. Programs. Programs.System Utilities menu. The Diagnostics Tool window appears. • Perform system maintenance.System Utilities. MediaBus). TimeSwitch. you can save time during system maintenance operations where restarts or Call Processing services restarts are required. click Start.Using Avaya CallPilot® system utilities Accessing the system utilities All CallPilot utilities are accessible from the CallPilot server in the Start. CallPilot. CallPilot startup diagnostics automatically identify hardware problems that may exist when the system and services start (DSP. When you disable startup diagnostics. Diagnostics Tool Use the Diagnostics Tool to enable or disable CallPilot startup diagnostics. Avaya recommends that you perform the following three steps: • Use the Diagnostics Tool to turn off CallPilot startup diagnostics.

TimeSwitch. With SU04 installed. Disable. To disable startup diagnostics Important: Avaya recommends that you leave the startup diagnostics turned on. diagnostics do not run on a scheduled soft reboot. Maintenance Startup Diag. Enable. MediaBus). select Configuration. but run on an unscheduled hard reboot or shutdown. you prevent CallPilot from automatically identifying hardware problems that may exist when the system and the services start (DSP. Maintenance Startup Diag.To enable startup diagnostics To enable startup diagnostics From the Diagnostics Tool window. select Configuration. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 67 .0 changes the default diagnostic settings. Important: SU04 (Service Update 4) for CallPilot 5. Consult Avaya Technology for details. On the Diagnostics Tool window. When you disable CallPilot startup diagnostics.

The DMI Viewer window appears. To view a list of all installed PEPs 1. You can also uninstall PEPS. For information about installing or uninstalling PEPs.Using Avaya CallPilot® system utilities PEP Maintenance utility The PEP Maintenance utility displays a list of all installed PEPs on the server. click the PEP. 3. System Utilities. If you want to review the readme file associated with a PEP. middle. To access the PEP Maintenance utility From the Windows desktop. Click Show PEPs. or left in a mailbox) • the number of messages played or not played at the beginning. A list of all installed PEPs appears in the left pane. Programs. PEP Maintenance Utility. The readme file opens in Notepad. see the CallPilot Software Administration and Maintenance guide. and end of a session • the number of deleted read messages 68 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . Click the component for which you want to display the PEP list. The session information includes the following items: • voice messaging • call answering • express messaging activity (messages composed and sent. CallPilot. 2. and then click Read. click Start. Session Trace The Session Trace tool displays detailed information about the activity in a user's mailbox and the state of the message waiting indicator (MWI).

click Start. Warning: The Session Trace Tool is a resource intensive tool. To minimize the search time. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 69 . and to use that information to follow up on user complaints. but no voice messages were in the mailbox when the user logged on. The session information might tell the administrator why the MWI was turned on. or untouched) An administrator or technician use this session information to study the state of a user's mailbox and the MWI. To access the session trace tool From the Windows desktop. Session Trace Tool. The MCE Session Trace window appears. System Utilities. Programs. OM data should be collected for no more than 1–2 days. If the CP database or OMs are large.To access the session trace tool • 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. CallPilot. a user might complain that the MWI was on. For example. It is strongly recommended to use this utility during off-peak hours. it may require a significant amount of time to perform this activity.

select the type of session. From the Session Type list. 70 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 .Using Avaya CallPilot® system utilities To find a session 1.

To find a 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 you want to view. To display a list of all users for the selected Session Type, leave the search criteria boxes blank. 3. Click Search to initiate the search. a. If you did not enter any user information, a list of users matching the Session Type appears at the bottom of the window. To select a user from the list, double-click the user name to display session type information. b. If you selected All Session Types for a user, the session type information appears 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.

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Using Avaya CallPilot® system utilities

Session type information

Figure 1: Call Answering session type information

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System Monitor

Figure 2: Logon OK session type information

System Monitor
The System Monitor consists of three tabs, as described in the following table.
Tab Channel Monitor System Info Description Shows the status of all CallPilot services, multimedia channels (DSP channels), and call channels (DS30X channels). Displays details about the CallPilot System, such as features purchased, keycode, serial number, and CallPilot server IP addresses. Provides a description of icons and terminology displayed in the System Monitor window.

Legend/Help

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

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but it may not actually be fully running or in service from a CallPilot perspective. 74 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . Click the other tabs to view the information on those tabs. CallPilot. The status in the operating system Services control panel may state that a service is running. Programs. the Channel Monitor tab appears on top. click Start.Using Avaya CallPilot® system utilities To access the System Monitor On the Windows desktop. CallPilot services The Service Name pane shows the status of services from a CallPilot perspective. System Monitor. The CallPilot System Monitor window appears. By default. System Utilities. followed by a description of the contents. See the System Monitor tool Channel Monitor tab for the true status. About the Channel Monitor tab The following illustration shows the Channel Monitor tab.

DSPs are distributed as follows. Call Avaya technical support for assistance. DSPs reside on the motherboard. the equivalent names as they appear in the Windows Control Panel are also listed. each DSP is represented in a separate row. 1 Windows Control Panelequivalent CTMS Server Telephony Service CallPilot SLEE Service CallPilot MWI Service CallPilot Notification Service CallPilot Call Channel Router CallPilot Blue Call Router Adaptive Server Anywhere . CallPilot may continue to handle call processing even with some services stopped. For 202i servers. CallPilot SystemMonitor CTMS Service Telephony (TAPI) MCE SLEE MCE Notification MAS Notification MAS CCR MAS BCR SQL Anywhere MAS MltmediaCache MAS MltmediaVol1 MAS MltmediaVol102(TRP only) MAS MltmediaVol103 (TRP only) MAS Rsrc. Each box in the row is one DSP channel or multimedia channel. Note: While you need to investigate stopped services. Pckg.DSPs The services listed under Service Name should be either running or in full service when CallPilot functions optimally. For your reference. investigate the cause. The 202i server contains four DSPs located on the motherboard.%ComputerName %_SQLANY CallPilot Multimedia Cache CallPilot Multimedia Volume 1 CallPilot Multimedia Volume 102 (TRP only) CallPilot Multimedia Volume 103 (TRP only) CallPilot Resource Package1 DSPs In the DSP pane. The critical services that are needed for basic CallPilot call answering are listed in the following table. Click the Legend/Help tab to view descriptions of the multimedia channel icons. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 75 . some services are not critical. If any CallPilot services are stopped.

each DS30 row represents a separate DS30X link (also referred to as a DS30 link). The numbered items provide information about the purchased features . For the 202i server. the DS30X link to the switch is supported by the server connection to the switch backplane.Using Avaya CallPilot® system utilities DS30X links In the DS30X link pane. About the System Info tab The following illustration shows the System Info tab. including the server IP addresses. Each box in the row represents one DS30X channel. is in the top right corner. 76 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . Information about the underlying operating system. PEP information and configured Service DNs are in the bottom part of the window.

Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 77 .About the Legend/Help tab About the Legend/Help tab The following illustration shows the Legend/Help tab. Consult this tab for descriptions of the icons on the Channel Monitor tab.

Using Avaya CallPilot® system utilities 78 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 .

you must perform the following tasks: • Gather the tools you need. 1 and No. • Remove the 202i server from the switch. 2 screwdrivers • tweezers Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 79 . • Become familiar with component layout on the 202i server. based on the component you are replacing: • antistatic wrist strap or antistatic mat • Phillips No. Equipment required You need the following tools.Chapter 7: Performing hardware maintenance and mechanical assembly In this chapter Overview on page 79 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 Overview Before you can replace components.

3. with the component side facing up. 80 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 .Performing hardware maintenance and mechanical assembly Before you begin Shut down the server (Windows) software. Turn off the monitor. Place the server on a clean. 6. Wait 15 seconds to complete powering down. 4. and then unseat the server from the switch. Then remove the server from the switch and place it on a static-resistant surface. Grip the faceplate. static-resistant surface. Open the lock latches at the top and bottom of the server. Then review the procedures to install the server and conduct diagnostic tests. 2. Disconnect all the cables. For instructions. see the CallPilot Installation and Configuration Task List NN44200-306. Power down the server by unseating it from the back plane. If you need to replace the entire 202i server. then remove the server. and then remove the server. review Replacing the server on page 81. Wait 15 seconds. Removing the server from the switch You must remove the server from the switch before you replace the following components: • hard drive • software feature key (dongle) Equipment required The following equipment is required for this procedure: • antistatic mat • antistatic wrist strap To remove the server from the switch 1. 5.

Remove the server from the switch (see Removing the server from the switch on page 80). Power down the server by unseating it from the back plane. Boot the server to the operating system. you must return the server to Avaya for service. Replacing the server Replace the server only if you are instructed to do so. 202i server component diagram The following diagram shows a completely assembled 202i server. and then install it in the replacement server (see To remove the hard drive on page 83). and then remove the server. as required. 6.What is next? What is next? Replace and upgrade components. 8. perform a full backup of the hard disk as a precautionary measure. Disconnect all peripherals from the server. To replace the server 1. and then install it in the replacement server (see Replacing the software feature key on page 86). References are made to specific component replacement procedures where applicable. Remove the hard drive from the defective server. Run the Configuration Wizard to configure the new hardware. Remove the software feature key (dongle) from the defective server. Install the replacement server on the switch. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 81 . 5. 9. see the CallPilot <switch model> and CallPilot Server Configuration guide for your switch and server. If the installed server is functional. and then reconnect the peripherals. This section summarizes the procedure to replace the server. Wait 15 seconds to complete powering down. 2. 4. Shut down the installed server (see "Starting up and shutting down the Avaya CallPilot® server" in the Avaya CallPilot Installation and Configuration Task List). 3. 7. For activities that are not supported as field procedures. 10. For instructions.

1 screwdriver • nonmetallic pencil 82 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . Equipment required The following equipment is required for this procedure: • antistatic wrist strap • Phillips No.Performing hardware maintenance and mechanical assembly Replacing the hard drive The hard drive is secured in place by four screws through the motherboard.

Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 83 . Perform the following steps: a. 2. Ensure that the server is hard drive assembly side down on the antistatic mat. Turn the server over and slide the hard drive toward the backplane connectors to remove it from the socket.Before you begin Before you begin Before you replace the hard drive. review the following: Removing the server from the switch on page 80 Hard drive assembly diagram Follow this procedure to assemble the hard drive. To remove the hard drive 1. Remove the four screws that fasten the hard drive to the motherboard and set aside the four fiber washers that are between the hard drive and the motherboard for reuse. b.

slide a fiber washer between the drive and the motherboard roughly aligning it with one of the four mounting holes. Remove the new hard drive from the antistatic bag and slide the hard drive part way into the drive socket. Hold the hard drive against the motherboard with one hand and turn the board over to access the mounting hole. 84 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . Using a nonmetallic object. b. d. such as a pencil. Perform the following steps: a. c.Performing hardware maintenance and mechanical assembly 3. Use the nonmetallic object to align the fiber washer with the mounting hole.

Repeat steps c through e to place the remaining three fiber washers and partially tighten the three remaining screws in the remaining mounting holes. 4. Replace the server in the shelf.Hard drive assembly diagram a. 6. 5. b. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 85 . Fully tighten the four hard drive retaining screws. Slide the hard drive the remainder of the way into the socket on the motherboard. Insert one of the four screws and use the screw driver to turn the screw one or two rotations to partially tighten the screw.

Caution: Risk of equipment damage Ensure that you do not bend the clip so that it can no longer apply downward pressure. Replacing the software feature key The software feature key (dongle) stores the unique serial number of the server. lip side up. Use the tweezers to pull the software feature key from the socket. To replace the software feature key 1. use this procedure to move the software feature key from the faulty server to the replacement server.Performing hardware maintenance and mechanical assembly What is next? Review the procedures for installing the server and conducting diagnostic tests. If you must replace the 202i server. review Removing the server from the switch on page 80. Insert the software feature key into the socket on the replacement server. 3. 86 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 . Use the flat blade of the screwdriver to lift the clip that secures the software feature key to the motherboard. 2. Equipment required The following equipment is required for this procedure: • flat blade screwdriver • tweezers Before you begin Before you replace the software feature key.

it is firmly seated in the socket. Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 87 .Before you begin When the software feature key (dongle) is correctly installed.

Performing hardware maintenance and mechanical assembly 88 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 .

.....50.............................................. working with .....................................63 commands............ running ....65 CallPilot Manager Alarm Monitor........................ 64 channels call................................................................................................41 netstat ..............58 list .......................................................................... 69 System Monitor ........................................................................49 fault management Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 89 ..36 nbtstat .......................55.................................................................................................................. 63 CallPilot services...............................75 Channel Monitor...................................27 critical services.......46................... TCP/IP arp ................. what to do .............74–76 CallPilot services ......... 56 stopping ............... about .........46 event processing .................Index Numerics 202i server startup failure 8051...........65...12..40 syntax ....51 Maintenance section .............................................58 diagnostics-eligible ............................74 critical ........... using ...................................................46......64 CallPilot software......................................48 alarms about ............ using ........................... 48 investigating ............25 A Alarm Monitor...........................54 application event log description ........................40 parameters and descriptions ....................51 using .............................55...........................................................................................................33 arp command ........................................................................................50 multimedia.......76 DSP pane in ..40 C call channels diagnostics.............. 48 investigating ....................................................................................... reinstalling ...53 viewing .................................................................... component states ................51 General section .........54 stop.........65..................46.........10 utilities Diagnostics Tool ............................................................. 64 Event Browser.....................74 critical startup diagnostics ...................40 running from the operating system ..................................65 PEP Maintenance ............................................ 49 investigating ....................55 CRI (fault status)................................51 replacing ...... component states ................................48 alert icons..............................................................................................38 components CallPilot Manager maintenance activities ......................49 Multimedia Monitor...................................................................50 disabling ............................49 events about ..............................................50 working with ........................................................... about ......................................................................................................48 alert icons............. 68 Session Trace .............74 DS30X links pane in .............................................52 dependencies ...... using ...... 13 start...................29 alarm notification ...............40 ipconfig ............ working with ................42 ping .......................................50............................................................ running ................................................................. using .......51 purpose .......... using ..............................................................................................................................................................................................................................................................................48 alarms about ...... what to do .............................................. Channel Monitor tab ................................................37 tracert ......................... description ..... 56 starting .....29 CallPilot......................................................................50.............46 Maintenance page Diagnostics section ................56 Courtesy stop....................................................47 diagnostics that can be run ............................. CallPilot .............................................................................54 description .................64 diagnostics............. what to do ..............................................................................................74 Channel Monitor tab ...... using ....................................50 disabling ...........................................54 Channel Monitor...........56 states Alert icons ....................................................

.......................19...........................7 failure codes... description .................38 Diagnostics section..... viewing ........36 running from the operating system ....................................................33 types.................33 types...............................................................................................................51 diagnostics tool CallPilot .................................18 Legend/Help tab ......... detecting ...........................................................................................................7 documentation ......58 troubleshooting failures ........................................................27 integrated running ............................32................ replacing .....................................................65.......................... Maintenance page ........................................................................................................................... 24 location ..10 preparing for ............................................................ 40–42 arp ...................................................... location ........................27 fault management alarm notification .......................................36 syntax ....51 H hard drive LED ...................................... location ...................................................................46.......................10 hardware problems...........................19 LEDs....................................................................58 when to run ... 24 location on 202i server .....................................................customer service ...........22 location on 202i server ..................36 nbtstat ..............................................................62 viewing ......57.....12 performing ........77 logs event.................................................................................................25 failure codes ..................................................................................................................................................................40 ipconfig .................33 events about ..........................................33 event logs application ....23.............................................. 66 diagrams 202i server HEX display....................................... Maintenance page ......... 20 purpose ......................................18 TCP/IP ...................................................19 purpose ............................................................................49 event log system .....46 G General section...................................57 ipconfig command ............................................................. 49 investigating .....................................................................7 D diagnostics critical startup ........................36 E Event Browser.........................................................................................................................................18 I integrated diagnostics running ................................... 58 troubleshooting failures ................................................................37 tracert ... 36–38...................................................................................19 display..22 hardware maintenance components.........................................................................................................................19 network ................................33 viewing ......................................................21 power status .............42 ping ... HEX codes .46 event processing .............................................................49 L LEDs drive .............................36 ipconfig default .....33 F FAIL (fault status)..............................................................57 last results description ........................41 netstat ..................................................................19 distributor ... diagnostics ...................................58 when to run ...............................................36 flags and descriptions ................................33 security .......26 startup ..................................................23....27 90 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 ................................................................................60 noncritical OS and switch ................... viewing ................. using .............................. what to do ........................................................................................47 HEX display codes ..........................................................................

...........................................7 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 91 . using ...........................................10 startup diagnostics ......... viewing ......................................................................................................29 sequence........................................37 parameters and descriptions .................33 OS and switch diagnostics............. 39 parameters and descriptions .......74 Legend/Help tab ....................................... noncritical .............13 PEP Maintenance utility ................................................65........27 MIN (fault status).................................27 Stop..63 Multimedia Monitor.................................18...........................................51 using .................66 System Monitor ...........................................26 P parts..................................................................37 tracert ..... 77 Channel Monitor tab ..................................... 202i startup failure 8051.............................. description .....................................................................41 netstat command .................................................74 N nbtstat command .....................................................26 O operating system reinstalling ..................................42 running from the operating system .............................................................................74 system utilities Diagnostics Tool ...65..................................19.............................................................................65......... 20 T TCP/IP diagnostics .. what to do ............. performing ........................................10...................38 tracert command ...............51 General section ....................................10 system event log...................................42 syntax ........50..........42 parameters and descriptions ........13 reseller ........41 running from the operating system .......51 Maintenance section . troubleshooting .........................21 noncritical OS and switch diagnostics . what to do .....38.33 System Info tab ...........................................................................................................................................39 running from the operating system ............37 running from the operating system ... what to do ............................ 63 resources.....................................33 problems.................29 CallPilot..................27 multimedia channels............... 13 Maintenance page........ 40–42 arp .................. obtaining replacement .............................42 ping .............................................................41 parameters and descriptions ..49 MAJ (fault status)......................42 network LED ......................... obtaining ...........................................................37 syntax ................77 System Info tab ...............................................41 syntax ..............................................................10 system event log description ................... viewing ......10 reinstalling ..39 R replacement parts........76 System Monitor ....................... CallPilot Manager Diagnostics section ............................................................................................... 26 critical ....................37 power status LED ........................................................................................................................... what to do ......................................40 ipconfig .............................................41 netstat .................... working with ....................29 Session Trace utility .........................................33 server................................................................................................12 S security event log description ....................................................................................................................10. resolving ....................... what to do .............76 using .........................52 preparing for ................................................................................56 system event log...................M maintenance activities by component ................................ 76..................................... 25............................................. preparing for ....................................................... 69 software maintenance.........51 purpose ..... 68 ping command ... 11 rebuild..................25 noncritical ............................................................36 nbtstat .......................................... 36–38...29 CallPilot.................................... description ............................. what to do ...............................................26 failure 8051................................................32.......................................................................... 74..................

..........................syntax ..................27 92 Avaya CallPilot 202i Server Maintenance and Diagnostics December 2010 .......10................................ 11 resources ...............................65......7 troubleshooting overview .................... 12 in this guide ............................................................................................65..................... 74 U utilities W WARN (fault status).....................11.. 69 System Monitor ............................................................................................................11 Diagnostics Tool ...65.................................... 68 Session Trace ...................... 66 PEP Maintenance ....39 training . what to do ................................................................65..............