Customer Service Procedure Call Home Dialing Information: CSP-2032/J 10/10/07

CSP-2032/J
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Customer Service Procedure

Call Home Dialing Information
Contents
INTRODUCTION.........................................................................................................................................................2
Document Classification ............................................................................................................................................2
Applicability ..............................................................................................................................................................2
Reference Documentation..........................................................................................................................................2
Revision History ........................................................................................................................................................2
Technical Contact ......................................................................................................................................................3
SECTION 1 – OVERVIEW..........................................................................................................................................4
SECTION 2 – SYMMETRIX .......................................................................................................................................5

2.1 ANATMAIN .....................................................................................................................................................5
2.2 SymmWin Earlier Than Enginuity 5267 ...........................................................................................................6
2.3 SymmWin with Enginuity 5267 – 5670 ............................................................................................................7
2.4 SymmWin with ConnectHome Software ..........................................................................................................8
2.5 SymmWin with Launcher (DMX 800)..............................................................................................................8
2.6 SymmWin with Enginuity 5671 and Later ......................................................................................................10
SECTION 3 – CONNECTRIX ...................................................................................................................................11
3.1 OnAlert (EMC ControlCenter) ........................................................................................................................11
3.2 Connectrix Manager v7.x ................................................................................................................................12
3.3 Connectrix Manager v8.x and Later ................................................................................................................13
SECTION 4 – EMC DATA MANAGER (EDM).......................................................................................................14
SECTION 5 – CLARIION ..........................................................................................................................................18
SECTION 6 – CELERRA ...........................................................................................................................................20

6.1 NAS Code Earlier than 5.5.30.X .....................................................................................................................20
6.2 Test the Call Home ..........................................................................................................................................25
6.3 NAS Code 5.5.31.X and Later.........................................................................................................................25
SECTION 7 – CENTERA (ONALERT).....................................................................................................................30
SECTION 8 – SYMMETRIX DATA MOBILITY MANAGER (SDMM)................................................................31
SECTION 9 - CALL HOME TROUBLE-SHOOTING PROCEDURES FOR ALL SYSTEMS ..............................32
EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000
EMC2, EMC, Symmetrix, CLARiiON, and CLARalert are registered trademarks and EDM, Centera, Connectrix, Celerra, ControlCenter,
Enginuity, OnAlert, RepliCare, and Symmetrix DMX are trademarks of EMC Corporation. Other trademarks are the property of their respective
owners.
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Introduction
This Customer Service Procedure (CSP) describes how to set up EMC products for call home.
Document Classification
This document is EMC confidential for internal use only.
Applicability
This Customer Service Procedure applies to all EMC® products that call home.
Reference Documentation
Symmetrix® product manuals.
Enabling the Correct Identification of a Dial Home, CSP-2030.
Avoiding Symmetrix Call Home Failures, SYM-CSP-018.
EMC Data Manager System Monitoring Support, P/N 300-123-012-03, EDM™ Release 4.6.0, Revision C.
CLARalert®/IP Quick Installation Checklist, CLAR-PSP-003.
Installing CLARiiON® CLARalert Remote Service Dial-Home 5.2.0/5.2.5, CLAR-PSP-013.
Celerra™ Installation and Configuration Guide, P/N 300-522-552.
EMC OnAlert™ Version 2.0 Configuration Guide, P/N 300-999-377.
Connect Home for Symmetrix, SYM-CSP-040.
ConnectEMC User Guide:
Revision History
Release Date Reason for Change
Initial 11/29/01 Initially issued to notify field personnel of the termination of British Telecom
(BT) services used for call home. Initially, it applied only to countries that
cannot use the U.S. 800 toll free number (outside North America).
A 02/05/02 Updated document with new numbers.
B 3/13/02 Updated document with new numbers.
C 10/29/02 Modified the document to apply to all locations, including North America.
Added Centera and SDDM. Updated document to provide UUNet
information.
D 04/17/03 Updated document to include information on RepliCare. Made minor
modifications to 3.3, Step 3, 4.1, Step 3, and 4.2, Step 3.
E 06/11/03 Replaced Figure 3.
F 07/09/03 Added Symmetrix DMX™ 800, Launcher configuration information.
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Release Date Reason for Change

G 12/10/03 Added the “Note” re: RepliCare™ 2.0 to Section 9.
H 02/02/04 Deleted information regarding RepliCare and revised item 1 in Section 1.
I 08/31/07 Deleted references to UUNet; modified Sections 1, 2.2, 2.3, 2.4, 2.6, 3.1,
3.2, 4, 5, 6, and 9. Added section 3.3.
J 10/10/07 Removed MCI and replaced it with Verizon (who has purchased MCI).
British Telecom (BT), which is another alternative to use, was added
where applicable.
Technical Contact
Roger Cunningham, Symmetrix
Tolly Boyko, CLARiiON
John Cadorette, Celerra
Jonathan Bush, EDM
Ed Cote, Connectrix™
Gary Iadorola, Centera™
Jessica Lobe, Program Manager for Remote Tools
Allan Rothberg, Symmetrix Data Mobility Manager (SDMM)
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Section 1 – Overview [Back]
EMC has contracted with AT&T, Verizon, and British Telecom (BT) to provide toll free numbers for call home
worldwide. The general procedure for setting up call home is provided below. The remaining sections in this
document provide specific instructions for each product.
1. To obtain the toll free numbers for each country, go to the following url:
https://servicepartners.emc.com/restricted/service/OnAlert/countrytollfree.xls
2. If there are no toll free numbers, use the U.S. direct telephone number, 508-435-0987..
3. Enter the First call home number, AT&T, Verizon, or BT, or use the U.S. direct telephone number, 508-435-
0987. Use the appropriate prefixing to gain access to an outside line and complete the call.
4. Enter the Second and Third call home numbers. Use the alternate AT&T, Verizon, or BT number.
5. Enter the Fourth call home number. Use the U.S. direct telephone number, 508-435-0987. Use the appropriate
prefixing to gain access to an outside line and complete the call.
6. Save the settings.
7. Perform a test call home using each number.
8. Contact a CST to verify that each call was successful.
9. Refer to Section 9, Troubleshooting, to resolve difficulties.
The following sections provide instructions by product for modifying the call home telephone numbers.
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Section 2 – Symmetrix [Back]

The Symmetrix call home configuration varies between different Enginuity revisions. Review the subsections
below to determine the proper setup for each Symmetrix. The figures shown are relative to a specific version of
software and the applicable fields may actually be in different locations.
2.1 ANATMAIN
1. Select J, Site Information from the ANATMAIN main menu for Symmetrix systems with DOS Service
Processors.
2. Follow the instructions shown in Figure 2-1 below.
1. Enter the Verizon toll free number in

the first Phone No field.
2. Select Direct for the Network.
3. Scroll down to the next page and enter
the AT&T toll free number in the
second Phone No. field. Repeat Step 2
for the second number.
4. The third Phone No. field is optional.
Either the Verizon or AT&T number can
be used. After entering the toll free
number, repeat Step 2.
5. Enter the 508-435-0987 number in the
fourth Phone No. field and repeat Step
2.
6. Press F10 to Save.
Figure 2-1. ANATMAIN Site Information Window
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2.2 SymmWin Earlier Than Enginuity 5267 [Back]

Follow the steps below for configurations where ConnectHome software is not installed.
1. Select Configuration⏐Site Information from the SymmWin menu.

2. Set Clarify Ph # 1, 2, 3, and 4 in accordance with the instructions in Section 1, steps 1 through 8.
3. Save by selecting the green check mark icon (see Figure 2-2 below).
Note: If there is only one toll free number available, use that number in all fields except the last or backup field.
Figure 2-2. SymmWin Menu
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2.3 SymmWin with Enginuity 5267 – 5670 [Back]
1. Select Configuration⏐Site Information from the SymmWin menu.

2. Set Phone Number 0, 1, 2, and 3 in accordance with the instructions in Section 1, steps 1 through 8.
3. Set Direct Dial as the Script Name.
4. Save by selecting the green check mark icon (see Figure 2-3 below).
Figure 2-3. SymmWin Symmetrix Site Configuration Window
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2.4 SymmWin with ConnectHome Software [Back]
1. Select DialEMC Config on the desktop.

2. Set 1, 2, 3, and 4 Number in accordance with the instructions in Section 1, steps 1 through 8.
3. Set the Script Name for Direct Dial.
4. Click OK to save the settings (see Figure 2-4).
Figure 2-4. DialEMC Configuration Window
2.5 SymmWin with Launcher (DMX 800) [Back]

1. Select the Launcher window.
2. Select Configuration | DialHome. Refer to Figure 2-5, Launcher Configuration Window, Clarify Phones, for
the remaining steps.
3. Under the Clarify Phones tab, left-click the Phone Number column and select the number you intend to
modify (i.e., Phone Number 0, 1, 2, or 3). Per Section 1, all four numbers must be entered. Follow steps 1,
through 8 for all four numbers.
4. Enter the proper dialing string in the data entry box below Edit Clarify Phone Number.
5. Select Direct for the Script from the drop-down menu for the number entered.
6. Select Apply Changes to update the data.
7. Perform these steps for all four Phone Numbers.
8. Select the Modem Information tab, shown in Figure 2-6, Launcher Configuration Window, Modem
Information.
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9. Enter the Modem number in the data entry box as per the Clarify instructions in CSP-2030.
10. Log into SymmWin and select Configuration | Site Information | Dial Home.
11. Verify the modem numbers are the same as those you entered in the Launcher.
Note: If you need to modify any of the data in any of the fields, follow the steps above.
Figure 2-5. Launcher Configuration Window, Clarify Phones
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Figure 2-6. Launcher Configuration Window, Modem Information
2.6 SymmWin with Enginuity 5671 and Later [Back]
Refer to the ConnectEMC User Guide, P/N 300-001-829. Use the telephone numbers in Section 1.
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Section 3 – Connectrix [Back]
3.1 OnAlert (EMC ControlCenter)
1. Access the DialEMC Configuration dialog box through its installation directory on the ControlCenter™ server:
C:\ Program Files\EMC\OnAlert\Dialcfg.exe.
3. Set the Method field for the Direct Dial.
4. Click OK to save the settings (see Figure 3-1 below).
Figure 3-1. DialEMC Configuration Window for OnAlert (EMC ControlCenter)
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3.2 Connectrix Manager v7.x [Back]

1. Access the DialEMC Configuration dialog box through its installation directory or by double-clicking the Call
Home Setup icon on the desktop of the Connectrix Service Processor. The installation directory is:
C:\ Program Files\EMC\Dialemc\Dialcfg.exe.
3. Set the Method field for Direct Dial.
Figure 3-2. DialEMC Configuration Window for Connectrix Manager
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3.3 Connectrix Manager v8.x and Later [Back]

1. Access the ConnectEMC Console. From the Start menu go to Programs, EMC Applications, ConnectEMC, and
select ConnectEMC Configuration. The ConnectEMC Console dialog box appears.
2. From the Connection Menu, go to Add Item, and select Dialup Connection. The New Dialup Connection dialog
box appears (see Figure 3-3).
Figure 3-3. ConnectEMC Configuration Window for Connectrix Manager
3. Configure the Phone Number field in accordance with the instructions in Section 1, steps 1 through 8.
4. Set Dial Type for Direct Dial.
5. Set Alert Type for Use this connection first (Primary)
6. Enter a connection description of your choice.
7. Click OK to save the settings.
8. To add additional Dialup connections, repeat steps 2 through 7. Important: The Alert Type setting for all
subsequent Dialup connections must be set for Use this connection on failure (Failover)
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Section 4 – EMC Data Manager (EDM) [Back]
Note: The instructions below apply to EDM 4.6.1 and 5.0. However, the GUI has changed for 5.0. See Figure 4-
5at the end of this section for a description of the 5.0 GUI.
To enter call home information for EDM, from the EDM console go to the System Monitoring Panel menu and
select Customer Site Information. The first two screens of data must be completed. The first is shown in Figure 4-1
below.
Figure 4-1. EDM System Monitoring Panel
• Name: = Customer name

• Site ID = CSI Party number
• Phone Number = Customer phone number
• Modem Phone Number = Dial-in number at the customer site (EMC support personnel dial into this
number)
• Contact = Customer contact.
The second screen to be completed is the Modem Settings screen shown in Figure 4-2 on the following page.
Ensure that the dial-out prefix number is set correctly.
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Figure 4-2. Modem Settings for the EDM System Monitor Configuration Window
1. If the customer site was set up to use BT, then follow the steps below. Otherwise, go to Step 2.
At the system prompt enter the command: cd /usr/epoch/etc/sysmon
Edit rsm.cfg to make the following changes:
bt_enabled=false
rasd_ftp_phonenum=<international dial out to US><enter dial home phone number
here>
2. Configure the Remote System Monitoring (RSM) software from the command line as shown below. This
checklist can be found in the EDM 4.6 Software Installation manual, Chapter 7.
/usr/epoch/etc/sysmon/rsm.db and /usr/epoch/sccadmin/rsm_enabled
Files must be owned by sccadmin.
Note: Do not to enter the dial-out prefix number in this screen. It is entered in the System Monitoring GUI under
Modem Settings.
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3. Enter su - sccadmin to configure the RSM login information. (Note space on either side of the hyphen.)
The screen in Figure 4-3 displays. Select Option 2, Modify Customer Information.
Figure 4-3. Select Option 2 – Modify Customer Information
4. After selecting Modify Customer Information, the screen in Figure 4-4 displays.
Figure 4-4. Selections for Modifying Call Home Information
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5. Go to Option 6, Field Watch 0, Phone Number: and enter the appropriate toll free number (found at the link
provided in this document in Section 1 Overview) using the appropriate prefix to gain access to an outside
long-distance line. Note, however, that when performing a test call home, this number must be entered in all
fields to ensure that only this number is used when the system calls home for the test (see Section 1).
6. Go to Option 7, Field Watch 1, Phone Number: and enter the appropriate secondary toll free number using the
appropriate prefix to gain access to an outside long-distance line. Note, however, that when performing a test
call home, this number must be entered in all fields to ensure that only this number is used when the system
calls home for the test (see Section 1).
7. Go to Option 8, Field Watch 2, Phone Number: and enter the U.S. direct telephone number, 508-435-0987,
with the appropriate prefix to gain access to an outside long-distance line.
8. Save the changes by selecting Option 9 and answering Yes to the prompt to save changes.
9. From the RSM main menu, select Option 3, Test Field Watch Connection and follow the prompts. Contact a
CST to verify that the call was successful. Refer to Section 9, Troubleshooting, if there are any difficulties,
including intermittent success.
10. Exit.
11. Force an Orca report to update the Customer Service database for the site.
Enter csh
Enter /usr/epoch/bin/orca > ~sccadmin/rasd_alert
Enter chown sccadmin ~sccadmin/rasd_alert
Enter chgrp sccadmin ~sccadmin/rasd_alert.
Figure 4-5. EDM 5.0 GUI – System Monitoring Configuration Window. This panel is a combination of two
windows in EDM 4.6.1. Click on the underlined value to activate a dialog to change the value.
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Section 5 – CLARiiON [Back]
Note: This process is applicable to CLARiiON CLARalert 6.17.x (FLARE Release 17) or later.
1. From the CLARiiON management monitoring workstation running CLARalert, log into ConnectEMC.
Figure 5-1. CLARiiON ConnectEMC Dial Home Configuration Window
2. From the toolbar select Connection > Add connection > Dial up connection.
3. Fill in the attributes using the telephone numbers found in the URL located in Section 1, number 1.
Note: Set 1, 2, 3, and 4 call home numbers in accordance with the instructions in Section 1, steps 1 through 8.
Connection Settings:
• Phone Number: (see number 3 above).
• Dial Type (dial script): This field depends on what you choose for the number (i.e., direct, eqt, gen, grc,
jto, nto, sym, or wan).
General Settings:
• Alert Type: Set a primary first (“use this connection first”). Set all subsequent connection records to
secondary (failover connection).
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• Timeout: 1200 seconds is the default.
• Retries: 3 is the default.
• Include Data: Select Yes from the dropdown menu.
• Modem Type: Select the modem type from the dropdown menu.
• Modem Init String: N/A for CLARiiON
• Description: This is an optional field.
4. Click the Apply button.
5. Changes have been applied to memory; however they have not yet been saved! Do not forget to save the
configuration file when you finish.
6. Click OK.
Note: The configuration is still not saved. It is only in memory.
7. As illustrated in Figure 5-1, highlight the new connection you just made. (Figure 5-1 shows an example of a
“primary” connection.) Highlighting the connection enables the Save button, which is a disk icon on the
toolbar).
8. Click the disk icon on the toolbar.
9. Click OK when the Save window displays.
10. Follow this same process to set up the secondary numbers (2, 3, and 4 numbers.)
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Section 6 – Celerra [Back]
Follow the steps below to revise the call home host telephone number table.
6.1 NAS Code Earlier Than 5.5.30.X

Note: For call home within North America, Verizon and ATT numbers are configured on the Celerra by default. Only the
backup number, 508-435-0987, needs to be added by revising number 3 (see Figure 6-1). These instructions are
provided below. If you are configuring a toll free number out side if the U.S. and Canada, replace the primary and
secondary numbers as needed.
1. On an existing Celerra, copy the call home files to another directory. The ch_stop command actually deletes the
existing file.
2. Power off the modem.
3. Logon to the Control Station as nasadmin.
4. Enter the following commands to create a directory and to move any files in the /nas/log/ConnectHome directory to the
new directory :
[nasadmin@laip3 nasadmin]$
[nasadmin@laip3 nasadmin]$ cd /nas/log/ConnectHome
[nasadmin@laip3 ConnectHome]$ mkdir old
[nasadmin@laip3 ConnectHome]$ mv RSC* ./old
[nasadmin@laip3 ConnectHome]$
5. Enter su to logon as root.
6. Enter Yes when prompted:
[nasadmin@laip3 ConnectHome]$ su
Password:
Clear and restart the call home log using the following command.
[root@laip3 ConnectHome]# /nas/sbin/ch_stop
ch_stop V0.2
This utility will stop all CallHome tasks that are currently executing, except
for the CallHome Monitor daemon (ch_monitor). It will also clear and delete any
existing CallHome error log entries, so FieldWatch will not be notified.
Are you sure you want to stop all CallHome tasks?
> y
Stopping CallHome processes that are running ...
Clearing all CallHome events ...
[nasadmin@laip3 nasadmin]$
7. Initiate the call home editor by typing /nas/sbin/ch_dd and pressing Enter. The host number table displays.
8. To revise the call home host telephone number table, type R at the arrow prompt. The dial-out numbers must be
added to this table. For a list of these numbers, refer to the table located on the EMC Services Partner web site
at the following link: https://servicepartners.emc.com/restricted/service/OnAlert/countrytollfree.xls
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Figure 6-1. Call Home Host Telephone Number Table
9. To revise the Primary telephone number, enter 1. Enter the Verizon toll free number for the Primary number
and enter the AT&T number as the Secondary telephone number. Other fields are optional, with the exception
of the last or backup number, which must be 508-435-0987.
Figure 6-2. Revise the Primary Telephone Number
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10. Enter the name of the new host.
Figure 6-3. Name of the New Host
Figure 6-4.
11. Enter a name for the connection and press Enter.
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12. Enter the telephone number of the new host. The list of country-specific toll free numbers is located in the table
on the EMC Services Partner web site at the following link:
https://servicepartners.emc.com/restricted/service/OnAlert/countrytollfree.xls
Figure 6-5. Telephone Number of the New Host
13. Fill in the number to dial and press Enter.

14. To select BT Tymnet, enter N.
Figure 6-6. To Select BT Tymnet, Enter “N”
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15. To save the entry, enter Y.
Figure 6-7. To Save, Enter “Y”
16. When prompted to save to disk, press Y and the initial screen will display. If the edits are complete, press Esc
to be returned to the command prompt. If you need to edit additional entries repeat the process.
Figure 6-8. Additional Entries
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6.2 Test the Call Home [Back]

1. Power the modem ON and use the ch_test command to test the call home. Check the following:
Customer’s modem
Customer’s telephone connection
File transfer to Fieldwatch.
2. Become the root user and enter:
/nas/sbin/ch_test
3. Respond Yes to the prompt, “Would you like to test Fieldwatch call home capability (yes/no)?” The program
then creates a file and attempts a transfer. If it is unsuccessful, follow the steps below.
Run the following:
/nas/sbin/modemtst
Check the cabling.
Ensure the modem is powered is ON.
Ensure the telephone number is correct.
Ensure the telephone line works.
4. When it is successful, have the GS Support Center verify that:
The incoming call was received.
They can call the Control Station.
5. After the test dial home is complete, execute the following commands to move previous call homes moved in
Step 4 above back to the /nas/log/CallHome directory for transfer if so desired.
[nasadmin@laip3 ConnectHome]$ cd old
[nasadmin@laip3 old]$ mv * ../
[nasadmin@laip3 old]$ cd ..
[nasadmin@laip3 ConnectHome]$ rmdir old
Type exit to log out.
Refer to the Celerra Installation and Configuration Guide, P/N 300-522-552, for complete details.
6.3 NAS Code 5.5.31.X and Later

This process may also be completed via the Celerra Manager. You must log on as root.
CLI Process
1. Log on to the Control Station as nasadmin and su to root.
[nasadmin@hammer1 ~]$
[nasadmin@hammer1 ~]$ su
Password:
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2. Execute the following command to check the existing call home configuration:
[root@hammer1 nasadmin]# /nas/sbin/nas_connecthome -info
Encryption Enabled = no
Dial In :
Enabled = no
Modem phone number =
Site ID = hammer1 Celerra PVT / SVT Lab - EMC Lab @
171 South St
Serial number = FCNHH050500031
Email :
Priority = 2
Recipient Address(es) = onalert@emc.com
Subject = Email Home from Celerra
Primary :
Email Server = 10.241.172.13
Secondary :
Email Server =
FTP :
Priority = 1
Primary:
FTP Server = 10.241.172.21
FTP Port = 21
FTP User Name = onalert
FTP Password = **********
FTP Remote Folder = incoming
FTP Transfer Mode = passive
Secondary:
FTP Server = 10.241.172.22
FTP Port = 21
Modem:
Priority = Disabled
Primary :
Phone Number = 918005270941
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BT Tymnet = no
Secondary:
BT Tymnet = no
3. Stop the call home service:

[root@hammer1 nasadmin]# /nas/sbin/nas_connecthome -service stop
The delivery of pending event files have been paused successfully.
[root@hammer1 nasadmin]#
4. To change the call home numbers, execute the following commands to modify the call home numbers. Include
any dialing prefixes for the customer’s phone system and or country codes as needed.
[root@hammer1 nasadmin]# /nas/sbin/nas_connecthome -modify -modem_number
918005270941
Ok
[root@hammer1 nasadmin]# /nas/sbin/nas_connecthome -modify -modem_number_2
918005270941
Ok
5. Restart the call home service:
[root@hammer1 nasadmin]# /nas/sbin/nas_connecthome -service start
Do you want to clear all the pending event files?(yes/no): n
Delivery of pending event files have been resumed successfully
6. Enable call home via modem. Set the priority as desired. If other methods of call home are configured, disable
them and set the modem to Priority 1.
[root@hammer1 nasadmin]# /nas/sbin/nas_connecthome -modify -modem_priority
3
Ok
[root@hammer1 nasadmin]# /nas/sbin/nas_connecthome -info
Encryption Enabled = no
Dial In :
Enabled = no
Modem phone number =
Site ID = hammer1 Celerra PVT / SVT Lab - EMC Lab @
171 South St
Serial number = FCNHH050500031
Email :
Priority = 2
Recipient Address(es) = onalert@emc.com
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Subject = Email Home from Celerra
Primary :
Email Server = 10.241.172.13
Secondary :
Email Server =
FTP :
Priority = 1
Primary:
FTP Server = 10.241.172.21
FTP Port = 21
Secondary:
FTP Server = 10.241.172.22
FTP Port = 21
Modem:
Priority = 3
Primary:
BT Tymnet = no
Secondary:
BT Tymnet = no
7. Test call home via the modem. If successful, reset the Priority to the desired level and reset other modes of
call home to their original values.
[root@hammer1 nasadmin]# /nas/sbin/nas_connecthome -test -modem_1
---------------------------------------------------------
ConnectEMC 2.0.18-bl44 Tue Mar 6 16:55:22 EST 2007
rscApi 2.0-dev-1
Copyright (C) EMC Corporation 2003-2007, all rights reserved.
---------------------------------------------------------
Reading configuration file: ConnectEMC.ini.
Run Service begin...
-modem_1 : Test Successful
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If it is unsuccessful, follow the steps below.
Run the following:
/nas/sbin/modemtst
Check the cabling.
Ensure the modem is powered is on.
Ensure the telephone number is correct.
Ensure the host is ON.
Ensure the telephone line works.
When it is successful, have the GS Support Center verify that:
The incoming call was received
They can call the Control Station.
Refer to the Celerra Installation and Configuration Guide for complete details for configuring call home.
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Section 7 – Centera (OnAlert) [Back]

1. Access the DialEMC Configuration dialog box on the ControlCenter server:
C:\ Program Files\EMC\OnAlert\Dialcfg.exe
3. Set the Script Name to Direct Dial.
4. Click OK to save the settings (see Figure 7-1 below).
Figure 7-1. DialEMC Configuration Window for OnAlert (Centera)
owners.
CSP-2032/J
Page 31
10/10/07
Section 8 – Symmetrix Data Mobility Manager (SDMM) [Back]

1. Access the DialEMC Configuration dialog box on the ControlCenter server:
C:\ Program Files\EMC\OnAlert\Dialcfg.exe
3. Set the Script Name to Direct Dial.
Figure 8-1. DialEMC Configuration Window for OnAlert (SDMM)
owners.
CSP-2032/J
Page 32
10/10/07
Section 9 - Call Home Trouble-Shooting Procedures for all Systems [Back]

For this purpose, call home is defined as the successful launch of a call through proper completion of a Service
Request (SR).
1. Verify the prefix to gain access to an outside line. Ensure the sequence is correct. This number is usually an 8,
9, 0, etc. unless it is a direct line and should be first, followed by the number as identified above. Some phone
systems require a delay before dialing the number. Each comma “,” represents a two-second delay. It is quite
possible that the customer has a restriction on long distance dialing. The 508-435-0987 number is a long-
distance, possibly international toll number and the customer may have a restriction on that function.
2. Use a telephone hand set to dial the toll free number from the customer’s location using the prefix determined
above. If the call completes and modem tones can be heard, assume the dial prefixing is correct. Device
trouble-shooting should be followed.
3. If, after following the steps above, the call still does not complete, obtain the following information:
a. The complete address of the customer location.
b. The customer’s local telephone number. If possible, obtain the exact number from the telephone used to
place a call outside the EMC device.
c. The local time the call homes were made. This assists in locating the calls in the switch logs and this will
reduce the Mean Time To Repair (MTTR).
d. Supply this information to the EMC Network Operations Center (NOC) at 4400 Computer Drive,
Westboro, MA. The telephone number is (508) 898-4622, extension 34622. To notify NOC via email,
select the mailbox, T_NOC, in Microsoft Outlook. Upon receiving this information, the NOC will open a
ticket and provide a trouble ticket number. Service is available 24 x 7 x 365.
4. If a number does not work and a ticket has been opened, ensure the other numbers work. Many telephone
companies (PTTs) are not 24-hour service centers. This matter may require 12 or more hours to correct.
owners.

Customer Service Procedure Call Home Dialing Information: CSP-2032/J 10/10/07

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Customer Service Procedure

SECTION 2 – SYMMETRIX .......................................................................................................................................5

SECTION 5 – CLARIION ..........................................................................................................................................18

SECTION 6 – CELERRA ...........................................................................................................................................20

SECTION 8 – SYMMETRIX DATA MOBILITY MANAGER (SDMM)................................................................31

SECTION 9 - CALL HOME TROUBLE-SHOOTING PROCEDURES FOR ALL SYSTEMS ..............................32

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

Release Date Reason for Change

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

Release Date Reason for Change

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

Section 2 – Symmetrix [Back]

1. Enter the Verizon toll free number in

Figure 2-1. ANATMAIN Site Information Window

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

2.2 SymmWin Earlier Than Enginuity 5267 [Back]

1. Select Configuration⏐Site Information from the SymmWin menu.

Figure 2-2. SymmWin Menu

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

2.3 SymmWin with Enginuity 5267 – 5670 [Back]

1. Select Configuration⏐Site Information from the SymmWin menu.

Figure 2-3. SymmWin Symmetrix Site Configuration Window

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

2.4 SymmWin with ConnectHome Software [Back]

1. Select DialEMC Config on the desktop.

Figure 2-4. DialEMC Configuration Window

2.5 SymmWin with Launcher (DMX 800) [Back]

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

Figure 2-5. Launcher Configuration Window, Clarify Phones

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

Figure 2-6. Launcher Configuration Window, Modem Information

2.6 SymmWin with Enginuity 5671 and Later [Back]

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

Section 3 – Connectrix [Back]

3.1 OnAlert (EMC ControlCenter)

Figure 3-1. DialEMC Configuration Window for OnAlert (EMC ControlCenter)

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

3.2 Connectrix Manager v7.x [Back]

Figure 3-2. DialEMC Configuration Window for Connectrix Manager

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

3.3 Connectrix Manager v8.x and Later [Back]

Figure 3-3. ConnectEMC Configuration Window for Connectrix Manager

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

Section 4 – EMC Data Manager (EDM) [Back]

Figure 4-1. EDM System Monitoring Panel

• Name: = Customer name

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

/usr/epoch/etc/sysmon/rsm.db and /usr/epoch/sccadmin/rsm_enabled

Files must be owned by sccadmin.

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

Figure 4-3. Select Option 2 – Modify Customer Information

Figure 4-4. Selections for Modifying Call Home Information

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

Section 5 – CLARiiON [Back]

Figure 5-1. CLARiiON ConnectEMC Dial Home Configuration Window

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

6.1 NAS Code Earlier Than 5.5.30.X

EMC² 171 South Street, Hopkinton, MA 01758 • Tel. (508) 435-1000

Figure 6-1. Call Home Host Telephone Number Table