Avaya Bcm50 Troubleshooting Guide

2015-06-01

• Task List
• Contents
• Introduction
  • Purpose
  • Audience
  • Organization
  • Acronyms
  • Symbols and conventions used in this guide
  • Related publications
• Initial Troubleshooting
  • Navigation
  • Proper installation and routine maintenance
  • Network configuration
    • Site network map
    • Logical connections
    • Device configuration information
    • Other important data about your network
  • Normal behavior on your network
• Hardware Troubleshooting
  • Navigation
  • Troubleshooting the BCM50 hardware
    • Check the power source
    • Check LED indicators
    • Check the wiring connections
    • Verify the keycodes
    • Restart the system
  • Testing basic hardware functionality
    • Reset to factory settings
• Software Troubleshooting
  • Navigation
  • Verify the software version
  • Verify the keycodes
  • Check the programming of lines and phones
    • Check line programming
    • Trunk/Line data
    • Properties
    • Preferences
    • Restrictions
    • Assigned DNs
  • Restoring system data
  • Verify the software inventory
    • Viewing the inventory of BCM50 software
    • Obtaining software updates
• Advanced Troubleshooting
  • Navigation
  • Example 1: Cannot dial out from an analog trunk
  • Example 2: Cannot dial out from a SIP or H323 VoIP trunk
  • Example 3: IP set is not registering with the BCM50
  • Example 4: Cannot install keycode or invalid keycode application
  • Example 5: Cannot dial out from digital trunk
  • Example 6: MeetMe Conferencing commands do not work, or conferencing is busy
• Downloading Software
  • Navigation
  • Downloading software from the BCM50 webpage
  • Downloading software from the Nortel web site
• Troubleshooting Tools
  • Navigation
  • Service Management
  • Status and Metrics
  • Utilities
• Understanding system messages
  • Alarms, logs, and traps
  • Reporting for dropped calls
• Useful Troubleshooting Links
  • Navigation
  • Partner Bulletins
  • Knowledge and Solution Engine
    • Using the Knowledge and Solution Engine
• Frequently Asked Questions
  • Navigation
  • Backup, restore, and reset operations
    • How do I back up the database?
    • How do I restore the BCM50 from a previous backup?
    • How do I complete a Warm Reset or Cold Reset? Is it safe and will I lose customer data?
  • Password protection
    • How do I recover a lost password for the BCM50?
  • Fault management
    • How do I view Alarms? Can I acknowledge and clear them?
  • System and status information
    • How do I capture the logs from the BCM50?
    • How do I capture the current BCM50 configuration?
    • How do I find the BCM50 system health?
    • How do I show specific process states?
    • How do I verify current software revision?
    • How do find the BCM50 System ID and Serial Number?
• Contacting Technical Support
  • Navigation
  • Gathering critical information
  • Getting Help from the Nortel Web site
  • Getting help over the phone from a Nortel Solutions Center
  • Getting help from a specialist by using an Express Routing Code
  • Getting help through a Nortel distributor or reseller