Avaya Bcm50 Troubleshooting Guide
2015-06-01
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BCM50 Troubleshooting Guide BCM50 3.0 Business Communications Manager Document Status:Standard Document Number: NN40020-700 Document Version: 01.01 Date: December 2007 Copyright © 2007 Nortel Networks, All Rights Reserved All rights reserved. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks. Trademarks Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks. Microsoft, MS, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation. All other trademarks and registered trademarks are the property of their respective owners. 3 Task List Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Initial Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Hardware Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 To verify the keycodes using Element Manager............................................................25 To verify the keycodes using Telset ..............................................................................26 To restart the system.....................................................................................................27 To test the main unit ......................................................................................................28 To troubleshoot the main unit ........................................................................................28 To test the expansion unit .............................................................................................29 To troubleshoot the expansion unit ...............................................................................29 To test the MBM ............................................................................................................30 To test a station MBM....................................................................................................30 To test a trunk MBM ......................................................................................................30 To determine why an MBM does not appear in Element Manager ...............................30 To determine why the ATA 2 does not function.............................................................31 To determine why there is no dial tone at the ATA2......................................................31 To check the ATA2 wiring..............................................................................................31 To perform a Level 1 and Level 2 reset.........................................................................33 Software Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 To check line programming ...........................................................................................38 To restore data from an archive ....................................................................................46 To restore the factory configuration ...............................................................................47 To view the BCM50 software inventory .........................................................................48 To obtain updates from the Nortel Technical Support Web page..................................49 Advanced Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Troubleshooting example 1 ...........................................................................................51 Troubleshooting example 2 ...........................................................................................55 Troubleshooting example 3 ...........................................................................................60 Troubleshooting example 4 ...........................................................................................62 Troubleshooting example 5 ...........................................................................................63 Troubleshooting example 6 ...........................................................................................68 Downloading Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 To download software from the BCM50 webpage.........................................................70 Troubleshooting Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Understanding system messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 To set Release Reasons ...............................................................................................75 Useful Troubleshooting Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 To use the Knowledge and Solution Engine..................................................................78 BCM50 Troubleshooting Guide 4 Task List Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 To perform a backup .....................................................................................................79 To restore data from the BCM50 ...................................................................................80 Completing a warm or cold reset ...................................................................................80 Recovering a lost password ..........................................................................................81 To view an alarm ...........................................................................................................82 To acknowledge an alarm .............................................................................................83 Using the Element Manager to transfer log files............................................................83 Capturing the current configuration ...............................................................................85 Viewing the system health .............................................................................................86 Viewing specific process states.....................................................................................86 Verify the current software revision ...............................................................................87 Viewing the system ID and serial number .....................................................................87 Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 NN40020-700 5 Contents Chapter 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Chapter 2 Initial Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Proper installation and routine maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Network configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Site network map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Logical connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Device configuration information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Other important data about your network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Normal behavior on your network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Chapter 3 Hardware Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Troubleshooting the BCM50 hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Check the power source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Check LED indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Check the wiring connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Verify the keycodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Restart the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Testing basic hardware functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Reset to factory settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Chapter 4 Software Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Verify the software version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Verify the keycodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Check the programming of lines and phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Check line programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 BCM50 Troubleshooting Guide 6 Contents Trunk/Line data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Assigned DNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Restoring system data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Verify the software inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Viewing the inventory of BCM50 software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Obtaining software updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Chapter 5 Advanced Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Example 1: Cannot dial out from an analog trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Example 2: Cannot dial out from a SIP or H323 VoIP trunk . . . . . . . . . . . . . . . . . . . . 55 Example 3: IP set is not registering with the BCM50 . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Example 4: Cannot install keycode or invalid keycode application . . . . . . . . . . . . . . . 61 Example 5: Cannot dial out from digital trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Example 6: MeetMe Conferencing commands do not work, or conferencing is busy . 67 Chapter 6 Downloading Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Downloading software from the BCM50 webpage . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Downloading software from the Nortel web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Chapter 7 Troubleshooting Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Status and Metrics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Chapter 8 Understanding system messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Alarms, logs, and traps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Reporting for dropped calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Chapter 9 Useful Troubleshooting Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Partner Bulletins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Knowledge and Solution Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 NN40020-700 Contents 7 Using the Knowledge and Solution Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Chapter 10 Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Backup, restore, and reset operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 How do I back up the database? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 How do I restore the BCM50 from a previous backup? . . . . . . . . . . . . . . . . . . . . 80 How do I complete a Warm Reset or Cold Reset? Is it safe and will I lose customer data? 80 Password protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 How do I recover a lost password for the BCM50? . . . . . . . . . . . . . . . . . . . . . . . . 81 Fault management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 How do I view Alarms? Can I acknowledge and clear them? . . . . . . . . . . . . . . . . 82 System and status information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 How do I capture the logs from the BCM50? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 How do I capture the current BCM50 configuration? . . . . . . . . . . . . . . . . . . . . . . 85 How do I find the BCM50 system health? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 How do I show specific process states? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 How do I verify current software revision? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 How do find the BCM50 System ID and Serial Number? . . . . . . . . . . . . . . . . . . . 87 Chapter 11 Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Gathering critical information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Getting Help from the Nortel Web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Getting help over the phone from a Nortel Solutions Center . . . . . . . . . . . . . . . . . . . . 90 Getting help from a specialist by using an Express Routing Code . . . . . . . . . . . . . . . 91 Getting help through a Nortel distributor or reseller . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 BCM50 Troubleshooting Guide 8 Contents NN40020-700 9 Chapter 1 Introduction The Nortel Business Communications Manager 50 (BCM50) provides private network and telephony management capability to small and medium-sized businesses. The BCM50 system integrates voice and data capabilities, IP Telephony gateway functions, and data-routing features into a single telephony system. It also enables you to create and provide telephony applications for use in a business environment. Purpose This guide provides procedural information to help you troubleshoot and isolate problems in your BCM50 network. Audience The BCM50 Troubleshooting Guide is for use by network administrators responsible for maintaining BCM networks that include BCM50 devices. This guide is also useful for network operations center (NOC) personnel supporting a BCM50 managed services solution. To use this guide, you must: • • • be an authorized BCM50 administrator within your organization know basic Nortel BCM50 terminology be knowledgeable about telephony and IP networking technology Organization This guide is organized for easy access to information that explains the troubleshooting procedures associated with using the BCM50 system. This guide contains information on the following topics: • • • • • • • • • • Initial Troubleshooting on page 15 Hardware Troubleshooting on page 17 Software Troubleshooting on page 37 Advanced Troubleshooting on page 51 Downloading Software on page 69 Troubleshooting Tools on page 73 Understanding system messages on page 75 Useful Troubleshooting Links on page 77 Frequently Asked Questions on page 79 Contacting Technical Support on page 89 BCM50 Troubleshooting Guide 10 Chapter 1 Introduction Acronyms The following is a list of acronyms used in this guide. Table 1 List of acronyms Acronym Description 3DES Triple Data Encryption Standard AES Analog Encryption Standard AIS Alarm Indication Signal BCM Business Communications Manager BRI Basic Rate Interface CbC Call by Call CDR Call Detail Recording CFA Carrier Failure Alarms CLID Calling Line Identification CPE Customer Premises Equipment CSU Channel Service Unit DES Digital Encryption Standard DHCP Dynamic Host Configuration Protocol DN Directory Number DNIS Dialed Number Idenification Service DTM Digital Trunk Module ES Errored Seconds HTTP Hypertext Transfer Protocol IP Internet Protocol ISDN Integrated Switched Digital Network LAN Local Area Network MBM Media Bay Module MIB Management Information Base MGS Media Gateway Server MOS Mean Opinion Score MPS Media Path Server NAT Network Address Translation NCM Network Configuration Manager NOC Network Operations Center NTP Network Time Protocol OOF Out of Frame NN40020-700 Chapter 1 Introduction 11 Table 1 List of acronyms Acronym Description PPP Point-to-Point Protocol PRI Primary Rate Interface PBX Private Branch Exchange PSTN Public Switched Telephone Network PVQM Proactive Voice Quality Monitoring QoS Quality of Service RAI Remote Alarm Indication RTP Real-time Transport Protocol SFTP Secure File Transfer Protocol SNMP Simple Network Management Protocol SSH Secure Shell SSL Secure Socket Layer UAS Unavailable Seconds UPS Uninterrruptable Power Supply USB Universal Serial Bus VoIP Voice over Internet Protocol VLAN Virtual Local Area Network VPN Virtual Private Network WAN Wide Area Network BCM50 Troubleshooting Guide 12 Chapter 1 Introduction Symbols and conventions used in this guide These symbols are used to highlight critical information for the BCM50 system: Caution: Alerts you to conditions where you can damage the equipment. Danger: Alerts you to conditions where you can get an electrical shock. Warning: Alerts you to conditions where you can cause the system to fail or work improperly. Note: A Note alerts you to important information. Tip: Alerts you to additional information that can help you perform a task. ! Security note: Indicates a point of system security where a default should be changed, or where the administrator needs to make a decision about the level of security required for the system. Warning: Alerts you to ground yourself with an antistatic grounding strap before performing the maintenance procedure. Warning: Alerts you to remove the BCM50 main unit and expansion unit power cords from the ac outlet before performing any maintenance procedure. NN40020-700 Chapter 1 Introduction 13 Related publications Related publications are listed below. To locate specific information, you can refer to the Master Index of BCM50 Library (NN40020-100). BCM50 Administration Guide (NN40020-600) BCM50 Installation and Maintenance Guide (NN40020-302) Keycode Installation Guide (NN40010-301) BCM50 Device Configuration Guide (NN40020-300) BCM50 Networking Configuration Guide (NN40020-603) BCM50 Telset Administration Guide (NN40020-604) CallPilot Telephone Administration Guide (NN40090-500) CallPilot Contact Center Telephone Administration Guide (NN40040-600) Reporting for Contact Center Troubleshooting BCM50 Troubleshooting Guide 14 Chapter 1 Introduction NN40020-700 15 Chapter 2 Initial Troubleshooting You can better troubleshoot the problems on your network and reduce their impact by preparing for such events in advance. To do this, you must know the following: • • • that your system is properly installed and routinely maintained the configuration of your network the normal behavior of your network Navigation • • • Proper installation and routine maintenance on page 15 Network configuration on page 15 Normal behavior on your network on page 16 Proper installation and routine maintenance See the BCM50 Installation and Maintenance Guide (NN40020-302) for detailed installation information. This document also outlines the routine tasks required for operating the BCM50. Network configuration To keep track of your network’s configuration, gather the information described in the following sections. This information, when kept up-to-date, is extremely helpful when you experience network or device problems. • • • • Site network map on page 15 Logical connections on page 16 Device configuration information on page 16 Other important data about your network on page 16 Site network map A site network map identifies where each device is physically located on your site, which helps locate the users and applications that are affected by a problem. You can use the site network map to systematically search each part of your network for problems. BCM50 Troubleshooting Guide 16 Chapter 2 Initial Troubleshooting Logical connections With virtual LANs (VLANs), you must know how your devices are connected logically as well as physically. Device configuration information You should maintain online and paper copies of your device configuration information. Ensure that all online data is stored with your site’s regular data backup. If your site does not have a backup system, copy the information onto a backup disk (such as a CD or zip disk) and store the backup disk at an offsite location. Other important data about your network For a complete picture of your network, have the following information available: • • • • • All passwords—Store passwords in a safe place. It is a good practice to keep records of your previous passwords in case you must restore a device to a previous software version and need to use the old password that was valid for that version. Device inventory—It is a good practice to maintain a device inventory, which list all devices and relevant information for your network. The inventory allows you to easily see the device type, IP address, ports, MAC addresses, and attached devices. MAC address-to-port number list—If your hubs or switches are not managed, you must keep a list of the MAC addresses that correlate to the ports on your hubs and switches. Change control—Maintain a change control system for all critical systems. Permanently store change control records. Contact details—It is a good practice to store the details of all support contracts, support numbers, engineer details, and telephone and fax numbers. Having this information available when troubleshooting can save a lot to time. Normal behavior on your network When you are familiar with the performance of your network when it is fully operational, you can be more effective at troubleshooting problems that arise. To understand the normal behavior of you network, monitor your network over a long period of time. During this time you can see a pattern in the traffic flow, such as which devices are typically accessed or when peak usage times occur. To identify problems, you can use a baseline analysis, which is an important indicator of overall network health. A baseline serves as a useful reference of network traffic during normal operation, which you can then compare to captured network traffic while you troubleshoot network problems. A baseline analysis speeds the process of isolating network problems. By running tests on a healthy network, you compile normal data for your network. This normal data can then be used to compare against the results that you get when your network is experiencing trouble. For example, ping each node to discover how long it typically takes to receive a response from devices on your network. Capture and save each device’s response time and when you are troubleshooting you can use these baseline response times to help you troubleshoot. NN40020-700 17 Chapter 3 Hardware Troubleshooting Use the tasks in this chapter to troubleshoot problems related to the BCM50 hardware components. Navigation • • Troubleshooting the BCM50 hardware on page 17 Testing basic hardware functionality on page 27 Troubleshooting the BCM50 hardware Complete the following tasks, in the order shown below, to troubleshoot some of the common problems that you may encounter with the BCM50 hardware: • • • • • Check the power source on page 17 Check LED indicators on page 17 Check the wiring connections on page 25 Verify the keycodes on page 25 Restart the system on page 26 Check the power source Begin troubleshooting the hardware by checking the power source: • • check the connection between the power supply and the main unit check the connection from the power supply to the electrical outlet Check LED indicators After checking the power source, check the LED indicators. This section describes the operation of the BCM50 system LEDs: • • • • • • • System status LEDs on page 18 LAN port LEDs on page 19 ADSL router LEDs (BCM50a and BCM50ba only) on page 20 Ethernet router LEDs (BCM50e and BCM50be only) on page 21 BRI port LEDs on main unit (BRI series only) on page 22 Media bay module LEDs (expansion units only) on page 23 DTM LEDs on page 24 BCM50 Troubleshooting Guide 18 Chapter 3 Hardware Troubleshooting • BRIM LEDs on page 25 System status LEDs The two system status LEDs on the BCM50 main units (BCM50, BCM50a, BCM50e, BCM50b, BCM50ba, and BCM50be) show the current state of the BCM50 system. You can view the system status LEDs on the faceplate and on the top of the main unit. See the figure Location of system status LEDs on a main unit on page 18. The bottom LED is the power LED, and the top LED is the status LED. Under normal operating conditions, both LEDs are solid green. Figure 1 Location of system status LEDs on a main unit Status LED Power LED The table System status LEDs states and descriptions on page 18 describes the meaning of the system status LEDs after the system boots up and is in service. Table 1 System status LEDs states and descriptions Power Status Solid green Solid green Normal operation. Solid green or Flashing green Solid red A Major or Critical alarm is activated on the BCM50. You must clear the status LED using the Element Manager Alarm Panel. The LED does not clear itself. See the Administration Guide for more information. Flashing green Solid green Contact technical support. Off Off No power to BCM50. NN40020-700 Description Chapter 3 Hardware Troubleshooting 19 During BCM50 system startup or reboot, the system status LEDs move through a sequence of state changes. If either the power LED or status LED is yellow, the system is initializing and is not ready for service. The table System status LEDs during startup or reboot on page 19 shows the key states indicating service availability. Table 2 System status LEDs during startup or reboot Power Status Description Solid yellow Any System initializing; not ready for service. Flashing or solid green Flashing or solid yellow System initializing; not ready for service. Flashing green Flashing green BCM50 telephony services are available, including IP telephony and voice mail. Solid green Flashing green Administrator can log into BCM50 with Element Manager. Solid green Solid green All BCM50 services are functioning, and the system is ready for normal use. LAN port LEDs Each LAN port on the main unit and expansion unit has two LEDs. These LEDs indicate the status of the connection for that LAN port. The figure LAN port LED locations on page 20 shows the location of these LEDs on the main units and expansion unit. Note: The expansion ports on the main unit also function as LAN ports. The expansion port LEDs indicate LAN activity only. The LEDs do not indicate expansion unit presence. The LEDs do not light. BCM50 Troubleshooting Guide 20 Chapter 3 Hardware Troubleshooting Figure 2 LAN port LED locations LAN port LAN port LEDs Expansion port Router card LAN ports LAN ports Expansion/ LAN ports The table LAN port and expansion port LED indicators on page 20 describes the possible LED states for the LAN ports LEDs. Table 3 LAN port and expansion port LED indicators LED Status Description Yellow On The LAN port is operating at 10 Mb/s. Green On The LAN port is operating at 100 Mb/s. Both LEDs Off No connection. Any LED Flashing The LAN port is sending or receiving network data. The frequency of the flashes increases with increased traffic. ADSL router LEDs (BCM50a and BCM50ba only) The three ADSL router LEDs on the faceplate of the BCM50a and BCM50ba main units monitor router status, data, and DSL. The figure ADSL router LEDs on the BCM50a and BCM50ba main units (BCM50a shown) on page 21 shows the location of the three ADSL router LEDs. NN40020-700 Chapter 3 Hardware Troubleshooting 21 Figure 3 ADSL router LEDs on the BCM50a and BCM50ba main units (BCM50a shown) Router status Data DSL The table ADSL router LED descriptions on page 21 describes the possible ADSL router LED states. Table 4 ADSL router LED descriptions LED Router status Data DSL Status Description On The router card is functioning properly. Off The router card is not ready or malfunctioned. Flashing The router card is rebooting. Flashing The router card is sending or receiving data through the WAN port. Off The router card is not sending or receiving data through the WAN port. On The router card is linked successfully to a digital subscriber line access multiplexer (DSLAM). Off The DSL link is not functioning. Flashing The router card is initializing the DSL line. Ethernet router LEDs (BCM50e and BCM50be only) The three Ethernet router LEDs on the BCM50e and BCM50be main units monitor the router status and the WAN port. The figure Ethernet router LEDs on the BCM50e and BCM50be main units (BCM50e shown) on page 22 shows the location of the three Ethernet router LEDs. BCM50 Troubleshooting Guide 22 Chapter 3 Hardware Troubleshooting Figure 4 Ethernet router LEDs on the BCM50e and BCM50be main units (BCM50e shown) Router status WAN port LEDs WAN port LEDs The table LAN port LED indicators on page 22 describes the possible Ethernet router LED states. Table 5 LAN port LED indicators LED Status Description On The router card is functioning properly. Off The router card is not ready or malfunctioned. Flashing The router card is rebooting. WAN port yellow On The WAN port is operating at 10 Mb/s. WAN port green On The WAN port is operating at 100 Mb/s. Any WAN port LED Flashing The WAN port is sending or receiving network data. The frequency of the flashes increases with increased traffic. Both WAN port LEDs Off Router status No connection. BRI port LEDs on main unit (BRI series only) The three BRI port LEDs on the BCM50b, BCM50ba, and BCM50be main units monitor the BRI port status. The figure Ethernet router LEDs on the BCM50e and BCM50be main units (BCM50e shown) on page 22 shows the location of the BRI ports and LEDs. Figure 5 BRI port LEDs on the BCM50b, BCM50ba, and BCM50be main units (BCM50b shown) BRI ports D channel B channel 1 B channel 2 NN40020-700 Chapter 3 Hardware Troubleshooting 23 The table BRI port LED indicators on page 23 describes the possible BRI port LED states. Table 6 BRI port LED indicators LED (channel) Status Description D On (green) D channel is functioning through this BRI port. B1 On (green) B channel 1 is functioning through this BRI port. B2 On (green) B channel 2 is functioning through this BRI port. Media bay module LEDs (expansion units only) The two media bay module (MBM) LEDs on an expansion unit show the power and status of the (Power) and (Status) MBM. The figure MBM LEDs on page 23 shows the location of the LEDs on an MBM. The power and status LEDs are in the same location on all MBMs. Figure 6 MBM LEDs Power Status The table MBM LED descriptions on page 23 describes the possible MBM LED states. Table 7 MBM LED descriptions Power Status Description Off Off The MBM has no power, or a failure occurred on the MBM power converter. On Off BCM50 to expansion unit failure or system initialization. On Blinking Hardware is working, but an operational problem exists such as: • no link to the main unit is detected • frame alignment is lost on messages from the main unit • bandwidth not allocated • MBM is in maintenance state • MBM is in download state (GASM, GATM4/GATM8) Blinking Blinking The MBM has power, but a hardware problem exists such as: • partial failure of power converter • thermal overload • fan failure On On The MBM is ready to operate. BCM50 Troubleshooting Guide 24 Chapter 3 Hardware Troubleshooting DTM LEDs The DTM has additional LEDs that are not on most other MBMs. The figure DTM LEDs on page 24 shows the location of the DTM LEDs. Figure 7 DTM LEDs Power LED Status LED In service LED Loopback test LED Receive LEDs Transmit LEDs The table DTM LED functions on page 24 describes the functions of the DTM LEDs. Table 8 DTM LED functions LED Status Descriptions Power – See “Media bay module LEDs (expansion units only)” for details. Status – See “Media bay module LEDs (expansion units only)” for details. In service Flashing The T1, ETSI, or PRI trunks are out of service because a loopback test is running or the DTM is initializing. Loopback test On A continuity loopback test is running. Receive alarm On A problem with the received digital transmission. This half-duplex link does not work. Receive error On A small error as a result of degraded digital transmission. Possible causes are an ohmic connection, water ingress, or too long a loop. Transmit alarm On The DTM cannot transmit. The DTM sends an alarm indication signal (AIS) to the terminating switch. This half-duplex link does not work. Transmit error On The DTM is sending a remote alarm indication (RAI) carrier failure alarm (CFA) to the terminating switch. If the transmit alarm is not on, this error indicates a far-end or cable problem. All LEDS Flashing The DTM is initializing. NN40020-700 Chapter 3 Hardware Troubleshooting 25 BRIM LEDs The BRIM has one additional LED beside each RJ-48C jack. These LEDs are on when the ISDN line is active. The figure BRIM LEDs on page 25 shows the location of the LEDs on a BRIM. Figure 8 BRIM LEDs Power LED Status LED For more information on the power and status LED functions, see Media bay module LEDs (expansion units only) on page 23. Check the wiring connections After you check the power source and the LEDs, begin to check the wiring. Check the connections between the following components: • • • • • • the expansion unit and the main unit the main unit and to the MBMs—make sure that the cables are properly seated and are connected to the correct ports the power supply and the main unit and the AC power outlet if you are using a UPS, check the connection from: — the USB hub to both the UPS and the BCM50 — the UPS and the electrical outlet, — the connection from the power supply to both the UPS and the BCM50 main unit the lines and extensions connected through the RJ-21 telephony connector the auxiliary equipment—connections at the auxiliary terminal block, or at the patch panel Verify the keycodes If a specific feature is not functioning, verify that the feature is included in your installed keycodes. This section provides procedure for verifying the installed keycodes using either Element Manager or Telset. For more detailed information about retrieving and entering the keycode for your system, see the Keycode Installation Guide (NN40010-301). To verify the keycodes using Element Manager 1 In the Task Navigation Panel, select the Configuration tab. BCM50 Troubleshooting Guide 26 Chapter 3 Hardware Troubleshooting 2 Select the System folder and click the Keycodes task. The Keycodes panel displays and the installed features appear in the Keycodes list. 3 To enter a new keycode, click Load File. 4 Browse to where you saved the keycode file you downloaded from KRS. 5 Click Open. The file uploads and the feature appears in the Keycodes list. To verify the keycodes using Telset 1 Select Feature 9*8 from a two-line display telephone. 2 Enter the following user ID and password: User ID: SETNNA Password: CONFIG The numerical values of the user ID and password are 738662 and 266344, respectively. 3 Press NEXT to scroll through the menu and select Feature Codes. 4 Press OK. The system ID (SID) displays. 5 Press NEXT. 6 Enter your sequence ID. 7 Press NEXT to scroll through the list and perform one or both of the following tasks: a To activate features, select Feature List. • • Press SHOW to view the available features. Use the soft keys to activate features for your system. b To enter a new keycode, select Entitlement Code. • • Press SHOW to view the current keycode. Use the soft keys to modify the keycode for your system. Restart the system You can use the Reset utility in Element Manager to: • • • • reboot the BCM50 system perform a warm reset of telephony services perform a cold reset of telephony services perform a cold reset of the router Use this procedure to restart the system. NN40020-700 Chapter 3 Hardware Troubleshooting 27 To restart the system 1 Select Administration > Utilities > Reset. 2 Click the appropriate reset button. Table 9 lists the Reset functions. Table 9 Reset functions Function Description Impact Reboot BCM50 System Restarts the operating system of the Temporarily stops all services on the BCM50 system system. Restarts all services. This operation does not affect configuration parameters or programming. Warm Reset Telephony Services Restarts telephony services running Restarts all telephony services, on the BCM50 system including LAN CTE, Voicemail, and IP telephony. This operation does not affect configuration parameters or programming. Cold Reset Telephony Services Resets telephony programming of the BCM50 system to the factory defaults for that software level Affects all telephony services, including LAN CTE, Voicemail, and IP telephony. Telephony services restart with all telephony programming at default values for the specified region, template, and start DN, for the current software release level. A cold reset erases voice message mailboxes and messages if the DN length is not set to system defaults. For information about setting the DN length, refer to the BCM50 Device Configuration Guide. Cold Reset Router Resets the router programming to the factory defaults. Affects services that rely on the WAN. Testing basic hardware functionality This section describes how to test the components of the BCM50 system, and how to troubleshoot them if they fail the test. Use the following procedures to help isolate and identify problems with your BCM50 hardware: • • • • • • To test the main unit on page 28 To troubleshoot the main unit on page 28 To test the expansion unit on page 29 To troubleshoot the expansion unit on page 29 To test the MBM on page 30 To test a station MBM on page 30 BCM50 Troubleshooting Guide 28 Chapter 3 Hardware Troubleshooting • • • • • • • To test a trunk MBM on page 30 To determine why an MBM does not appear in Element Manager on page 30 To determine why the ATA 2 does not function on page 31 To determine why there is no dial tone at the ATA2 on page 31 To check the ATA2 wiring on page 31 Reset to factory settings on page 31 To perform a Level 1 and Level 2 reset on page 33 To test the main unit If you have the digital station feature included in your installed keycode, use the following test to ensure the main unit is operating properly: 1 Go to an extension that is connected to the RJ-21 telephony connector on the main unit. 2 Check for a dial tone. 3 Use this extension to make a call to another extension on the system. 4 If this system has an expansion unit with a media bay module (MBM) that supports extensions, repeat steps 3 and 4 for an extension connected to the expansion unit. 5 Go to an extension that has access to one of the lines on the main unit. 6 Select the line or line pool to which the line belongs. 7 Check for a dial tone. 8 Make a call using the line or line pool. 9 If this system has an expansion unit with an MBM that supports lines, repeat steps 6 to 8 with an extension that can access one of the lines connected to the expansion unit. To troubleshoot the main unit If a test fails, use the following procedure: 1 Verify that any nonfunctional feature is included in your installed keycode. 2 Check the wiring to the main unit and to the MBMs. Make sure that the cables are properly seated and are connected to the correct ports. 3 Reboot the BCM50 system. 4 Check LEDs. 5 Use Element Manager or the Telset Administration feature to check the programming for the lines or extensions that failed the call test. 6 If the programming is incorrect, use the Backup and Restore Utility to load a recent backup of system programming. If a recent backup is not available, correct the programming using Element Manager or the Telephone Administration feature. NN40020-700 Chapter 3 Hardware Troubleshooting 29 To test the expansion unit Use the following test to ensure the expansion unit is operating properly: 1 Make sure that the BCM50 system is fully booted. 2 Check the power and status LEDs on the MBM that is inserted in the expansion unit. Both LEDs must be solid green. If either LED is not solid green, a problem exists with the MBM or the expansion unit. 3 If the expansion unit has an MBM that supports extensions, go to an extension that is connected to the MBM. 4 Check for a dial tone. 5 Use this extension to make a call to another extension on the system. 6 If the expansion unit has an MBM that supports lines, go to an extension that has access to one of the lines on the MBM. 7 Select the line or line pool to which the line belongs. 8 Check for a dial tone. 9 Make a call using the line or line pool. To troubleshoot the expansion unit 1 Check that the correct feature for the expansion unit is included in your installed keycode. 2 Check that the expansion port is connected to the proper connector. 3 Check the wiring to the MBM. Make sure that the cables are properly seated and are connected to the correct ports with proper LED indications. 4 Check that the switches on the MBM are all set to on. If the MBM is a GASM or GATM, all the switches on the right are not on. To check the MBM switches, you must remove the MBM from the expansion unit. For imore information, see the BCM50 Installation and Maintenance Guide. 5 Perform a firmware download to ensure that the correct version is loaded on the ASM/GASM or GATM unit. 6 Use Element Manager or Telset Admin to check the programming for the lines or extensions connected to the MBM. 7 Reboot the system to ensure that the BCM50 main unit functions correctly. 8 If the programming is incorrect, use the Backup and Restore Utility to load a recent backup of system programming. If a recent backup is not available, correct the programming using Element Manager or the Telephone Administration feature. BCM50 Troubleshooting Guide 30 Chapter 3 Hardware Troubleshooting To test the MBM 1 Check the Power and Status LEDs on the MBM. Both LEDs must be solid green. If either LED is not solid green, a problem exists with the MBM. . 2 Perform a call test to make sure the new MBM functions correctly. If you replaced a station MBM, use To test a station MBM on page 30. If you replaced a trunk MBM, use To test a trunk MBM on page 30. If you replaced a 4x16 MBM, use To test a station MBM on page 30 and To test a trunk MBM on page 30. To test a station MBM 1 Go to an extension on the MBM. 2 Check for a dial tone. 3 Use this extension to make a call to another extension on the system. 4 Use this extension to make a call to an external telephone number. To test a trunk MBM 1 Go to an extension that has access to one of the lines on the MBM. 2 Select the line or line pool to which the line belongs. 3 Check for a dial tone. 4 Make a call using the line or line pool. To determine why an MBM does not appear in Element Manager 1 Check that the correct feature for the expansion unit is included in your installed keycode. 2 Check that both the Power and Status LEDs on the MBM are solid green. • • If the Power LED is off, check that the power supply cable is properly seated in the expansion unit and the power supply is connected to a working power outlet. Also check that the MBM is properly seated in the expansion unit. If the Status LED is not solid green, check that the Expansion cable is properly seated in the Expansion port on the expansion unit and on the main unit. 3 Check that the MBM and expansion unit are enabled using either Element Manager or Telset Administration. If the units are enabled, disable them, and then re-enable them. 4 Check that all the switches on the MBM are on. If the MBM is a GASM or GATM, all the switches on the right are not set to on. To check the MBM switches, you must remove the MBM from the expansion unit. For imore information, see the BCM50 Installation and Maintenance Guide. NN40020-700 Chapter 3 Hardware Troubleshooting 31 To determine why the ATA 2 does not function 1 Check for a dial tone using an analog device. 2 Check that AC power is connected to the ATA 2 unit. 3 Check that the correct feature for digital sets is included in your installed keycode. 4 Verify that the ATA2 is connected to a digital station port. 5 Allow sufficient startup time (30–60 sec). 6 Plug an analog device into the phone port of the ATA2 and check for a dial-tone. 7 In Element Manager, verify that the ATA 2 is correctly configured: a Select Configuration > Telephony > Sets > All DNs. b Select the appropriate DN from the list and click the ATA settings tab. The options for the Device Type are Modem or Telephone. To determine why there is no dial tone at the ATA2 1 If you hear no dial tone, replace a single-line telephone for the data communication device. 2 If you hear no dial tone at the ATA2 unit: a Disconnect the line side of the ATA2. Connect a digital telephone to the ATA2 port. b Check that the connection from the ATA2 to the BCM50 hardware works correctly. To check the ATA2 wiring 1 Use an analog phone to test the ATA2. 2 Check the following connections: a ATA 2 to the terminal The resistance must be 200 ohms or less for data applications and 1300 ohms or less for voice applications. b BCM50 hardware to the ATA2 The wiring must be equivalent to 800 m of 0.5 mm wire (2600 ft. of 24-AWG) or less. Do not use bridge taps and loading coils between the BCM50 hardware and ATA2. Reset to factory settings This section describes how to reset the BCM50 system to the factory settings or a stable working condition using the reset switch (see the figure Reset switch location on page 32). When the BCM50 is in this condition, you can make further modifications. BCM50 Troubleshooting Guide 32 Chapter 3 Hardware Troubleshooting Figure 9 Reset switch location Reset switch Some possible situations in which you use the reset feature are: • • If the BCM50 system is configured incorrectly to an extent that it is no longer functional. The customer must use a level 1 reset to return to the default system programming and restore a previous configuration or reconfigure the system. If distributors want to reuse BCM50 systems, they must first erase all customer-specific data using a level 1 or level 2 reset. Reset levels Reset to factory settings is a stand-alone feature that has the following levels of reset: • • Level 1 reset erases all customer-specific data and restores the default configuration for all components. This reset leaves the software components untouched. That is, the system has the latest release and patch level of the software installed. Only the system and user configuration data is erased and replaced with default values. No Ethernet connectivity to the system occurs during this operation. Level 2 reset erases all customer and system configuration data and all software releases and patches. This reset re-installs the original factory configuration settings. Level 2 reset also resets the router firmware to what was shipped from the factory. No Ethernet connectivity to the system occurs during this operation. Warning: If you perform a Level 2 reset to solve an undetermined problem and still have access to Element Manager, you must retrieve all the log files for technical support before performing the Level 2 reset. A Level 2 reset erases all log files from the system. Activate the reset feature You activate the reset feature by pressing the reset switch with a long, thin, nonmetallic needle in the sequence described in the procedure To perform a Level 1 and Level 2 reset on page 33. Warning: Before performing a Level 1 or Level 2 reset, review all the effects of the levels of reset. See Reset levels on page 32. NN40020-700 Chapter 3 Hardware Troubleshooting 33 As you press the reset switch, the LEDs blink in a predefined fashion to guide and confirm user input. The various states of the power and status LEDs indicate the following: • • • • • A blinking power LED indicates a user input window; the BCM50 system is waiting for user input. A solid red power LED indicates extreme action is requested; caution is urged. A solid status LED (any color) indicates level of reset action: — Level 1 is yellow — Level 2 is red A blinking status LED indicates an interim state; trying to establish user request. A solid status LED indicates confirmation of a user selection (power LED has priority). To perform a Level 1 and Level 2 reset The router configuration of a BCM50a or BCM50e is not affected by a Level 1 reset. To perform a soft reset on the router, use Element Manager. See the figure Level 1 and Level 2 reset sequence on page 34, or follow the sequence in the table Level 1 reset on page 35 and the table Level 2 reset on page 35 to perform a Level 1 and Level 2 reset. All times shown in the figure are approximate; it is important that you wait for the system to complete the reset before taking any further action. BCM50 Troubleshooting Guide 34 Chapter 3 Hardware Troubleshooting Figure 10 Level 1 and Level 2 reset sequence Reset query state )) Pres s re Level 1 reset pending set (( Pre ss r ese t set Perform level 1 reset (( )) Level 2 reset confirm Wait 5 minutes )) )) Pre ss r ese t Perform level 2 reset Wait 17 minutes System is ready Do not press reset 10 second timer Do not press reset 10 second timer (( (( 5 Do )) )) Level 2 reset pending Pres s re t rese ess r p r not time Do nd o c e 5s Level 1 reset confirm (( (( )) n se ot p co r nd ess tim res er et (( System reboots (Reset request cancelled) Note 1: In the reset confirm steps, the lower LED flashes faster than the upper LED. Note 2: All times in this figure are approximate. NN40020-700 System is ready Chapter 3 Hardware Troubleshooting 35 Table 10 Level 1 reset Step Power LED Status LED System state Solid yellow Solid yellow Power self-test Solid yellow Off Power self-test Flashing yellow Solid yellow Ready for reset input Press reset switch Solid red Flashing yellow Do not press reset Request Level 1 reset switch; system boots normally Wait five seconds Flashing red Flashing yellow Press reset switch; Awaiting Level 1 reset system proceeds to confirmation Level 2 reset Solid red Solid yellow System performs Level 1 reset All configuration programming erased. Solid green Solid green System rebooted and is ready for user action. Power LED Status LED System state Solid yellow Solid yellow Power self-test Off Power self-test Flashing yellow Solid yellow Ready for reset input Solid red Flashing yellow Do not press reset Request Level 1 reset switch; system boots normally Flashing red Do not press reset Request Level 2 reset switch; system remains in Level 1 reset state Flashing red 4 Press reset switch; Awaiting Level 2 reset system proceeds to confirmation Nortel factory mode (do not use) Solid red Solid red 5 System performs Level 2 reset; all configuration programming and software updates erased. Solid green Solid green System rebooted and is ready for user action. 1 2 3 4 User action Boot the system Press reset switch Alternative user action No action; system remains off Do not press reset switch; system boots normally Table 11 Level 2 reset Step 1 2 3 User action Boot up the system Solid yellow Press reset switch Press reset switch again within five Solid red seconds of the first button press. Wait five seconds Flashing red Press reset switch Alternative user action No action; system remains off Do not press reset switch; system boots normally BCM50 Troubleshooting Guide 36 Chapter 3 Hardware Troubleshooting NN40020-700 37 Chapter 4 Software Troubleshooting Use the information in this chapter to troubleshoot problems related to the BCM50 software components. Navigation Complete the following tasks, in the order shown below, to troubleshoot some of the common problems that you may encounter with the BCM50 software: • • • • • Verify the software version on page 37 Verify the keycodes on page 37 Check the programming of lines and phones on page 37 Restoring system data on page 46 Verify the software inventory on page 48 Verify the software version In the Element Manager, select Help > About. A panel displays and provides information about the Element Manager, such as the Release level. Verify the keycodes If a specific feature is not functioning, verify that the feature is included in your installed keycodes. For information about how to verify the installed keycodes, see Verify the keycodes on page 25. Check the programming of lines and phones You can use the Element Manager to view the programming of lines and phones. When you view the lines, the information on the panels may vary, depending on the type of line. The Element Manager displays line information in two sections: • • The main section, Trunk/Line data, is located at the top of the screen and provides a table of lines and the current or default settings. The bottom section contains three tabs. The contents of the tabs may vary, depending on the line selected in the top table. — The Properties tabbed panel provides the settings for individual line characteristics. — The Preferences tab shows information that may vary from trunk to trunk BCM50 Troubleshooting Guide 38 Chapter 4 Software Troubleshooting — The Restrictions tabbed panel allows you to define which restrictions will be active for individual lines. Note that lines that are assigned to the same line pool will automatically assign the same restrictions. — The Assigned DNs tabbed panel provides a quick way to assign lines to telephones. You must use the DN records panels to assign line pools to telephones. Check line programming Use the following procedure to check line programming in your BCM50 system. To check line programming 1 In the Task Navigation Panel, select the Configuration tab. 2 Select Telephony > Lines. 3 Verify that the programming for all lines is correct; see Trunk/Line data on page 38 for an explanation of the fields on the panel. 4 Select a line, and then select a tab: a Select the Properties tab and verify that the settings are correct; see Properties on page 40 for an explanation of the fields on the tab. b Select the Preferences tab and verify that the settings are correct; see Preferences on page 42 for an explanation of the fields on the tab. c Select the Restrictions tab and verify that the settings are correct; see Restrictions on page 45 for an explanation of the fields on the tab. d Select the Assigned DNs tab and verify that the settings are correct; see Assigned DNs on page 46 for an explanation of the fields on the tab. 5 Repeat step 4 for the remaining lines. 6 Correct any programming problems, or restore the system data; see “Restoring system data” on page 46 for more information. Trunk/Line data The top-level Table View panel shows line records for all lines active on the system, and the common assigned parameters. Table 12 on page 38 describes the fields found on the Trunk/Line Data main panel. Table 12 Trunk/Line Data main panel (Sheet 1 of 3) Attribute Value Line Configure only those lines that are active on the system. This list contains all the (Click the Active check box and ensure that the Inactive possible line numbers for the system, including target check box is empty). lines. NN40020-700 Description Chapter 4 Software Troubleshooting 39 Table 12 Trunk/Line Data main panel (Sheet 2 of 3) Attribute Value Description Trunk Type PSTN-based lines, VoIP, Target There are three main categories of lines: PSTN-based lines: (analog, T1, PRI, BRI) Voice over IP (VoIP) trunks, which connect through the LAN or WAN. Target lines, which are internal channels that provide direct dial capability. NameIdentify the line in a way that is meaningful to your system, such as by the type of line and line pool or the DN it is attached to in the case of target lines. Control Set DN Enter a telephone DN for a telephone that you want to use to turn service off or on for other telephones using this line. Default: 221 (default Start DN) The control telephone must have the line assigned, or must be assigned to the line pool the line is in. Tips: External lines and telephones must be programmed to use one of the Scheduled Services: Ringing, Restriction, and Routing Services. For maximum flexibility, Nortel recommends that you create two different control telephones, one for the lines and one for the telephones. You can turn on a service manually or automatically for all external lines from an assigned control telephone. However, you cannot combine schedules. A service can only be active as normal service or one of the six schedules at any one time. Several schedules can be active at one time, but they must use different services. Line Type Define how the line is used in relation to other lines in the Public Private to: system. • Public line: can be accessed by more than one Pool A to O, telephone. BlocA to BlocF • Private line: can be assigned only to one telephone and the prime telephone for that line. Enter the internal number of the telephone. • Pool A - O (analog and T1 lines) BlocA to BlocF (PRI and VoIP lines): assigns the line to one of the line pools. If a line is assigned to a line pool, but is not assigned to any telephone, that line is available only for outgoing calls. Bloc line pools must be used in conjunction with routes and destination codes. Target lines cannot be put into line pools. Prime set DN: None Assign a telephone to provide backup answering for calls on the line. For an Auto Answer line, calls are redirected if the received number is invalid or the target line is busy, and if the If busy parameter is set To prime. Each line can be assigned only one prime telephone. BCM50 Troubleshooting Guide 40 Chapter 4 Software Troubleshooting Table 12 Trunk/Line Data main panel (Sheet 3 of 3) Attribute Value Description Pub. Received # (Target lines only) Specify the digits the system will use to identify a call from the public network to this target line. • A received number cannot be the same as, or be the start digits, of a line pool access code, a destination code, the DISA DN or the Auto DN. • If you are configuring auto-answer BRI trunks to map to target lines, the received number should be the same as the Network DN supplied by your service provider. The call will be directed to the prime telephone for the incoming line if the Network DN is not used. Priv. Received # (Target lines only) Specify the digits the system will use to identify a call from the private network to this target line. • A received number cannot be the same as, or be the start digits, of a line pool access code, a destination code, the DISA DN or the Auto DN. • If you are configuring auto-answer BRI trunks to map to target lines, the received number should be the same as the Network DN supplied by your service provider. The call will be directed to the prime telephone for the incoming line if the Network DN is not used. Distinct ring None Pattern 2 Pattern 3 Pattern 4 Choose the distinctive ring pattern that you want to assign to the line. This allows you to provide selective service to calls with differing answer priorities. When more than one line with the distinct ring settings rings at a telephone, the line with the highest priority rings first. • Pattern 4 has the highest ring priority • Pattern 3 has second highest ring priority • Pattern 2 has third highest ring priority • None has the lowest ring priority. By default, all telephones and lines are set to None. Properties The Properties tab shows basic line properties. Not all fields apply to all types of lines. The Properties tab is shown in Figure 11 on page 41. NN40020-700 Chapter 4 Software Troubleshooting 41 Figure 11 Properties details panel Table 13 on page 41 defines the fields on this panel and indicates the lines. Table 13 Properties line settings (Sheet 1 of 2) Attribute Value Description Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS = DPNSS; VoIP = VoIP; TL = Target. Note: PRI fields are all included under the main table. Trunk mode Dial mode Loop Unspr Supervised *Earth calling *Loop guarded *Loop unguarded **ROE, ROI Define whether disconnect supervision, also referred to as loop supervision, releases an external line when an open switch interval (OSI) is detected during a call on that line. You must set this to Supervised if a loop trunk has its Answer mode set to Auto or if you enable Answer with DISA. Disconnect supervision is also required to conference two external callers. The line must be equipped with disconnect supervision from the central office for the Supervised option to work. * These listing only appear for UK analog lines. ** These appear only for Australia. Loop DID GS Pulse Tone Loss package E&M Specify whether the system uses dual tone multifrequency (DTMF) or pulse signaling on the trunk. Tone does not appear if Signaling is set to Immediate (T1 DID &T1 E&M trunk types only). Loop (analog only) Short CO Medium CO Long CO Short PBX Long PBX Select the appropriate loss/gain and impedance settings for each line. Impedance (Ohms) Loop (analog only) 600 ohm-900 ohm The GATM can be set to a specific impedance level. BCM50 Troubleshooting Guide 42 Chapter 4 Software Troubleshooting Table 13 Properties line settings (Sheet 2 of 2) Attribute Value Description Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS = DPNSS; VoIP = VoIP; TL = Target. Note: PRI fields are all included under the main table. DID Signaling WinkStart Immediate DelayDial Link at CO Line Tuning Digit E&M Select the signal type for the line. The immediate setting does not appear for T1 E&M or T1 DID trunks connected to a DTM if the Dial mode is set to tone. Make sure that this matches the signal type programmed for the trunk at the other switch. Loop (analog only) Some exchanges respond to a Link signal, also called hook flash (FEATURE 71), by providing an alternative line for making outgoing calls. Enabling Link at CO causes the system to apply the restrictions on outgoing calls to the digits dialed after the Link signal. As well, the call on the alternative line is subject to all restrictions. Disabling Link at CO prevents a Link signal from resetting the BCM50 restrictions in cases where the host exchange does not provide an alternative line. drop-down menu Select the line tuning digit to use. When a trunk is connected, the BCM50 starts a call and sends this digit to the CO to turn off the dial tone signal, and then tests the line to optimize the trunk levels. The default digit is 1. You may need to change the default digit if your CO uses the digit 1 to route the call to a special service or to a second dial tone or busy/re-order tone. Select the digit that will result in silence on the trunk. Preferences The Preferences tab shows information that may vary from trunk to trunk. Most of this information needs to coordinate with the line service provider equipment. The Preferences tab is shown in Figure 12. Figure 12 Preferences details panel NN40020-700 Chapter 4 Software Troubleshooting 43 Table 14 defines the fields on this panel and indicates the lines. Table 14 Preferences details fields for lines (Sheet 1 of 3) Attribute Value Description Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS = DPNSS; VoIP = VoIP; TL = Target and DASS2. Note: PRI fields are all included under the main panel. Auto privacy Loop GS Full autohold Aux. ringer DID E&M BRI VoIP Define whether one BCM50 user can select a line in use at another telephone to join an existing call. Loop BRI DPNSS VoIP Enables or disables Full autohold. When enabled, if a caller selects an idle line but does not dial any digits, that line is automatically placed on hold if you then select another line. Full autohold is always in place for T1 E&M trunks because it has no meaning for incoming-only T1 DID trunks. The default setting should be changed only if Full autohold is required for a specific application. Loop DID GS E&M BRI DPNSS VoIP TL Turn the auxiliary ringer on or off for all telephones using this line. When programmed on a line, the auxiliary ringer will ring every time a call is received. Note: When programmed only on a telephone, no ring occurs for a transferred call. An auxiliary ringer can also be programmed in Services to ring for a line placed into a scheduled Ringing service. ANI Number DID DNIS Number Distinct Rings in use E&M Define whether the telephone number of the caller will be shown for this line. For T1 E&M and T1 DID trunks connected to a DTM, this setting only appears if Signaling is set to WinkStart. The central office must deliver ANI/DNIS in DTMF mode. No additional equipment is required. E&M Defines whether the digits dialed by an external caller on this line will be shown.For T1 E&M trunks connected to a DTM, this setting only appears if Signaling is set to WinkStart and Answer mode is set to Manual. Indicates if a special ring has been assigned. See Distinct Ring on the main table. BCM50 Troubleshooting Guide 44 Chapter 4 Software Troubleshooting Table 14 Preferences details fields for lines (Sheet 2 of 3) Attribute Value Description Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS = DPNSS; VoIP = VoIP; TL = Target and DASS2. Note: PRI fields are all included under the main panel. Answer mode Loop GS Manual Auto E&M BRI DPNSS Define whether a trunk is manual or automatic answer. Auto answer mode allows the trunk to be a shared resource by the system telephones. This shared resource is created through routing to target lines or using DISA. For auto answer trunks being used to allow remote call-in from system users, the trunk can be configured to answer with a straight dial tone, if DISA has not been enabled. It can also be configured to answer with a stuttered dial tone if DISA is enabled and the caller is expected to enter a CoS password. The CoS password defines which system features the caller is permitted to access. Manual answer trunks are assigned to one or more telephones. The assigned telephones exclusively own the line. Note: You require Disconnect supervision on the line if loop start trunks are to operate in auto-answer mode. Answer with DISA Loop GS E&M BRI Define whether the system prompts a caller for a six-digit class of service (CoS) password. This setting appears for T1 loop start, T1 E&M lines that have auto-answer mode, and analog trunks. Set this option to No for T1 E&M lines on a private network that have auto-answer mode. If busy TL To Prime Busy Tone Define whether a caller receives a busy tone or the call forwards to the prime telephone when the target line is busy. Busy tone only works for PRI trunks. Tips: The duration of an open switch interval (OSI) before BCM50 disconnects a call is programmed by the Disconnect timer setting. Voice Message Center Redirect to Loop GS Center 1 Center 5 Loop E&M BRI DPNSS VoIP TL If this line connects t o a remote voice mail, either through the private network or at the Central Office, indicate which Center number has been configured with the contact number.The system calls that number to check voice mail messages when a message indicator is presented to a telephone. GS NN40020-700 DID DID E&M TL Enter a dial string (including destination code) to redirect the line to an external telephone, such as a call attendant on another system. If you want to stop redirection, you need to delete the dial string and allow the record to update. Warning: If the dialstring is set up, the line will immediately be redirected out of the system not ringing any telephone. Chapter 4 Software Troubleshooting 45 Table 14 Preferences details fields for lines (Sheet 3 of 3) Attribute Value Description Legend: Loop = analog/digital loop; GS = ground start; DID = DID; E&M = E&M; BRI = BRI; DPNSS = DPNSS; VoIP = VoIP; TL = Target and DASS2. Note: PRI fields are all included under the main panel. Warning: Enable modules If you disabled any trunk media bay modules prior to performing programming, enable them now to ensure your system will function properly. Restrictions Assigning Line restrictions and Remote Access Package restrictions are part of the configuration for controlling calls out of the system (line restrictions) and into the system from a private network node or from a remote user calling in over the PSTN lines (Remote Access Packages). The Restrictions tab shows the restrictions for a line. Table 15 describes the fields on this panel. Table 15 Restrictions Attribute Values Use remote package Description If the line is being used to receive external calls or calls from other nodes on the private network, ensure that you indicate a remote package that provides only the availability that you want external callers to have. This attribute is typically used for tandeming calls. Schedule Default: Normal, Night, Evening, Lunch, Sched 4, Sched 5, Sched 6 Line Restrictions Use Filter <00-99> Enter the restriction filter number that applies to each schedule. (controls outgoing calls) Remote Restrictions - Use Filter <00-99> Enter the restriction filter that applies to each schedule. This setting provides call controls for incoming calls over a private network or from remote user dialing in over PSTN) BCM50 Troubleshooting Guide 46 Chapter 4 Software Troubleshooting Assigned DNs The Assigned DNs tabbed panel displays the DN properties for lines that are assigned to telephones. This information can also be configured on the DN record. Any information added, deleted or modified in this table reflects in the DN record. Note: Lines that do not allow single-line assignment, such as PRI lines and VoIP lines, will not display this tabbed panel. Restoring system data If the programming of lines and extensions is incorrect, you can restore from an archive file, or you can restore the system to factory defaults. This section provides the procedures to follow to restore system data from an archive file, and to restore factory defaults. For information about the effects of performing a restore operation, or about optional components, see the BCM50 Administration Guide (NN40020-600) Restoring data from an archive Caution: A backup operation can interrupt services running on the BCM50. A warning displays whenever the backup will cause a service interruption. If you want to perform a backup that does not affect the system, you can exclude services that would be affected. Alternatively, you can include these services and perform a backup at a time when the system is typically not in use. To restore data from an archive 1 In the task panel, click the Administration tab. 2 Open the Backup and Restore folder, and then click Restore. The Restore panel opens. The Restore From selection field has BCM as a default value. 3 In the Restore From selection field, select the location of the archive file to restore: • • • • • • • 4 BCM My Computer Network folder FTP server SFTP server USB storage device Factory Default Click the Restore button. The Select Components to Restore window opens. NN40020-700 Chapter 4 Software Troubleshooting 47 5 Select the optional components that you want to include from the backup file. 6 Click the OK button. A warning window opens and displays information about components that will be affected by the restore operation. Read the warning carefully before proceeding. 7 Click the Yes button to proceed. A progress window opens. When the operation is complete, the Restore Complete window opens. 8 Click the OK button. Restoring the factory configuration Caution: A restore operation is a service-affecting operation. A number of services running on the BCM50 system will be stopped and then restarted using the restored configuration or application data. A reboot is required if you choose Keycodes as a restore option. It will take several minutes before Voicemail is working again. To restore the factory configuration Your BCM50 is delivered with a backup file that was created at the factory. This file can be a helpful starting point if you decide to completely re-configure your BCM50 and would like to erase the settings programmed on your device. Although you can select individual components to restore, Nortel recommends that you restore all components when using this option. 1 In the task panel, click the Administration tab. 2 Open the Backup and Restore folder, and then click Restore. The Restore panel opens. 3 In the Restore From selection field, select Factory Default. A warning dialog box displays. 4 Click the Restore button. The Select Components to Restore panel opens. 5 Select the optional components that you want to include from the backup archive. 6 Click the OK button. A warning window opens and displays information about components that will be affected by the restore operation. Read the warning carefully before proceeding. 7 Click the Yes button to proceed. A progress window opens. When the operation is complete, the Restore Complete window opens. 8 Click the OK button. BCM50 Troubleshooting Guide 48 Chapter 4 Software Troubleshooting Verify the software inventory This section provides information about how to verify the level of software components and obtain updates to your software inventory. For information about applying software updates, please refer to the BCM50 Administration Guide (NN40020-600). Viewing the inventory of BCM50 software BCM50 software is organized into software components that you can individually update as required. The version of each software component is tracked so that you can determine the exact software release level of a BCM50 to the component level. You can view the complete inventory of software installed on the BCM50. The Software Inventory table displays all the software components installed on the system, the functional group and the software version of each component. Table 16 lists the information displayed in the Software Component Version Information table. Table 16 Information displayed in the Software Component Version Information table Column Description Component The name of the software component installed on the BCM50. For example, backup-recovery. Group The functional group to which the software component belongs. For example, Operating System. Version The version of the software component. You can change the order of the information displayed in the table by clicking a column heading and dragging it to a new place in the table. You can also sort the information in a column by descending or ascending order, by clicking the column heading. To view the BCM50 software inventory 1 In the task panel, click the Administration tab. 2 Open the Software Management folder, and then click the Software Inventory task. The Software Inventory panel opens. 3 View the details in the Software Component Version Information table. Obtaining software updates Before you can apply a software update to your BCM50, you must obtain the software update and unzip the file. Authorized Nortel partners can download BCM50 software updates from the Nortel Technical Support web page. NN40020-700 Chapter 4 Software Troubleshooting 49 To obtain updates from the Nortel Technical Support Web page 1 In your web browser, enter www.nortel.com/cs and then click the Go button. The Nortel Technical Support Web page opens. 2 Download the required updates. 3 Create a directory for each update and unzip the downloaded file into a directory. BCM50 Troubleshooting Guide 50 Chapter 4 Software Troubleshooting NN40020-700 51 Chapter 5 Advanced Troubleshooting This chapter contains examples of advanced troubleshooting procedures. You must be a system administrator to perform these procedures. Navigation • • • • • • Example 1: Cannot dial out from an analog trunk on page 51 Example 2: Cannot dial out from a SIP or H323 VoIP trunk on page 55 Example 3: IP set is not registering with the BCM50 on page 60 Example 4: Cannot install keycode or invalid keycode application on page 61 Example 5: Cannot dial out from digital trunk on page 62 Example 6: MeetMe Conferencing commands do not work, or conferencing is busy on page 67 Example 1: Cannot dial out from an analog trunk When you cannot dial out from an analog trunk, you may experience the following problems in your network: • • • • you are unable to reach a destination number when you dial it there is no dial tone instead of a dial tone, you hear a re-order or fast-busy tone you hear a “wrong number” message from the central office. Use the following procedure when you cannot dial out from an analog trunk. Troubleshooting example 1 1 Check that the LED indicators on the BCM50 Chassis and the MBM are solid green. 2 Using an analog test set, verify that a dial tone is present at the MBM termination point. 3 From the Element Manager, select Configuration > System > Keycodes to view the list of installed features. BCM50 Troubleshooting Guide 52 Chapter 5 Advanced Troubleshooting 4 Verify that the appropriate keycode is active. For analog trunk modules, the keycode is Exp Port, and for BCM50 built-in trunks (main chassis), the keycode is Int Analog Trunk. 5 Select Configuration > Resources > Telephony Resources and select the appropriate trunk. Verify that the trunk is active. NN40020-700 Chapter 5 Advanced Troubleshooting 6 53 Select Configuration > Telephony > Lines > Active Physical Lines. Select the appropriate line and verify that it is provisioned correctly. The Line Type should be Pool A, the Trunk Mode should be Supervised, and the Dial Mode should be Tone. BCM50 Troubleshooting Guide 54 Chapter 5 Advanced Troubleshooting 7 Select Configuration > Telephony > Sets > Active Sets. Select the appropriate set and verify that it is provisioned correctly. On the Line Assignment tab, verify that the Appearance Type is one of the following: appear only, appear and ring, or ring only. 8 Select Administration > Utilities > BCM Monitor and click the Launch BCM Monitor button. 9 Select the BCM Info tab and verify the status of the line. NN40020-700 Chapter 5 Advanced Troubleshooting 55 Example 2: Cannot dial out from a SIP or H323 VoIP trunk When you cannot dial out from a SIP or H323 VoIP trunk, you may experience the following problems in your network: • • you are unable to reach a destination number when you dial it there is no route to the destination Use the following procedure when you cannot dial out from a SIP or H323 trunk. Troubleshooting example 2 1 Check that the LED indicators on the BCM Chassis are solid green. 2 From the Element Manager, select Configuration > System > Keycodes to view the list of installed features. 3 Verify that the appropriate keycode is active. For H323 trunks, the keycode is VoIP GW Trunk, and for SIP trunks, the keycode is SIP GW Trunk. BCM50 Troubleshooting Guide 56 Chapter 5 Advanced Troubleshooting 4 Select Configuration > Telephony > Lines > Active VoIP Lines. Select the appropriate line and verify that the Control Set and Prime Set are provisioned correctly. 5 Select Configuration > Resources > Telephony Resources and select the appropriate trunk. NN40020-700 Chapter 5 Advanced Troubleshooting 6 Click the Add button to open the Add Remote Gateway dialog box. Verify that the remote gateway is configured correctly. 7 Select Configuration > Telephony > Dialing Plan > Routing and select the Routes tab. Verify that the route is configured correctly. 8 Select Configuration > Telephony > Dialing Plan > Routing and select the Destination Codes tab. Verify that the destination code is configured correctly. 57 BCM50 Troubleshooting Guide 58 Chapter 5 Advanced Troubleshooting Note: Ensure that the Absorbed Length is configured to the expected dialing plan. 9 Select Configuration > Telephony > Sets > Active Sets and select the Line Access tab. NN40020-700 Chapter 5 Advanced Troubleshooting 59 10 Highlight the appropriate set and select the Line Pool Access tab. Verify that the set has access to VoIP trunks 11 Select Configuration > Telephony > Dialing Plan > Private Network and ensure that the Private Network Type is set to CDP or UDP. BCM50 Troubleshooting Guide 60 Chapter 5 Advanced Troubleshooting Note: In this example, the dialing plan is configured for a CDP Network with the recommended minimum 4 digit Private DN length Example 3: IP set is not registering with the BCM50 When an IP set cannot register with the BCM50, you may notice the following problem in your network: • the IP set is not registered and repeatedly tries to connect to the BCM50 Use the following procedure when the IP set is not registering with the BCM50. Troubleshooting example 3 1 Select Configuration > Resources > Telephony Resources and select the appropriate IP set from the list. 2 On the IP Terminal Global Settings tab, ensure that the Enable Registration checkbox is selected. 3 Verify that the Global password on the BCM50 is the same password that you are using the register the IP set (the default password is 2264). If this field is left blank, no password prompt occurs during phone registration. NN40020-700 Chapter 5 Advanced Troubleshooting 4 61 Verify S1/S2 IP address & Port settings on phone (Port 7000 for BCM) Example 4: Cannot install keycode or invalid keycode application When you cannot install a keycode, or have an invalid keycode application, you will see the following message: “Error Happened. Error detail; Invalid Keycode File.” Use the following procedure when you cannot install a keycode, or when a keycode application is invalid. For further information about keycodes, see the Keycode Installation Guide (NN40010-301). BCM50 Troubleshooting Guide 62 Chapter 5 Advanced Troubleshooting Troubleshooting example 4 1 2 Verify that the keycode is generated against the right system ID in the Keycode Retrieval System (KRS). Access the KRS using one of the following methods: a Connect to http://www.nortel.com/support/tools/krs/ b In Element Manager, select Configuration > System > Keycodes and click the Connect to Nortel Keycode Retrieval System button. In the Element Manager, select Help > About. Verify that the installed version is the latest version of the software. Example 5: Cannot dial out from digital trunk When you cannot dial out from a digital trunk, you may experience the following problems in your network: • • you are unable to reach a destination number when you dial it there is no route to the destination Use the following procedure when you cannot dial out from a digital trunk. NN40020-700 Chapter 5 Advanced Troubleshooting 63 Troubleshooting example 5 1 Check that the LED indicators on the BCM Chassis are solid green. 2 Verify the physical connection from the carrier demarcation; ensure that the cable is securely connected. 3 Verify the physical connection from the carrier demarcation to the BCM50 equipment; ensure that the cable is securely connected. 4 If you are using SL-1 or ETSI QSIG, verify that the MCDN keycode is active. From the Element Manager, select Configuration > System > Keycodes to view the list of installed features. 5 Verify that the digital trunk parameters are configured according to the parameters specified by your carrier or central office. 6 Select Configuration > Resources > Telephony Resources and click the Trunk Port Details tab. Verify that the trunk port details and state are correctly provisioned. BCM50 Troubleshooting Guide 64 Chapter 5 Advanced Troubleshooting 7 Select the Provision Lines tab and verify that the lines are correctly provisioned. 8 Select Configuration > Telephony > Dialing Plan > Routing and select the Routes tab. Verify that the route is configured correctly 9 Select Configuration > Telephony > Dialing Plan > Routing and select the Destination Codes tab. Verify that the destination code is configured correctly. NN40020-700 Chapter 5 Advanced Troubleshooting 65 Note: Ensure that the Absorbed Length is configured to the expected dialing plan. 10 Select Administration > Telephony Metrics > Trunk Module Metrics and select the DTM module. Verify that the State of the DTM module is Enabled. 11 Select the CSU Alarm History tab and check the alarm status of the module. BCM50 Troubleshooting Guide 66 Chapter 5 Advanced Troubleshooting 12 Select Administration > Telephony Metrics > CBC Limit Metrics and verify calls were not denied due to exceeding CBC limits. 13 Select Administration > Utilities > BCM Monitor and click the Launch BCM Monitor button. NN40020-700 Chapter 5 Advanced Troubleshooting 67 14 Select the Line Monitor tab and verify the status of the line; select the UIP tab and verify the call set up. Example 6: MeetMe Conferencing commands do not work, or conferencing is busy Use the following procedure to troubleshoot problems with MeetMe Conferencing. BCM50 Troubleshooting Guide 68 Chapter 5 Advanced Troubleshooting Troubleshooting example 6 1 Select Configuration > Resources > Application Resources and select the VoiceMail + CC application. 2 Increase the maximum number of application resources (voice ports) for Voice Mail + CC. NN40020-700 69 Chapter 6 Downloading Software Use the information in this chapter to download BCM50 software. Navigation • • Downloading software from the BCM50 webpage on page 69 Downloading software from the Nortel web site on page 71 Downloading software from the BCM50 webpage The BCM50 web page facilitates the download of applications, documentation, and other information necessary for running the BCM50 and its services. You connect to the BCM50 web page by typing the IP address of your BCM50 device into your browser. A valid user name and password are required in order to access the web page. The BCM50 web page contains the following links: • • • • • Quick Link - Provides links to frequently used applications, including Mailbox Manager, Activity Reporter Basic, and CallPilot Manager. User Applications - Applications listed in Table 17 that are available to the end users of the BCM50. Business Applications - Applications listed in Table 17 that are available to business users of the BCM50. Administrator Applications - Applications listed in Table 17 that are available to BCM50 administrators. Documentation - Documentation for the BCM50 end users to explain the end-user applications and BCM50-specific tasks. Table 17 Applications available on BCM50 web page Application User Administrator Mailbox Manager Y Y Desktop Assistant Pro Y Y CallPilot Unified Messaging Y Y Personal Call Manager Y Y LAN CTE Client Y Y IP Software Phone 2050* Y Y Mobile Voice Client 2050 Y Y User Applications BCM50 Troubleshooting Guide 70 Chapter 6 Downloading Software Table 17 Applications available on BCM50 web page (Continued) Application User Administrator Nortel VPN Client* N Y Activity Reporter Basic N Y Activity Reporter N Y Reporting for Contact Center N Y Contact Center Reporting Server N Y Multimedia Contact Center N Y IP View Softboard N Y Business Applications Reporter Applications Contact Center Applications Administrator Applications Administrator Management Tools CallPilot Manager N Y Business Element Manager N Y Desktop Assistant Pro AE N Y NCM for BCM N Y* BCM Monitor N Y CDR Clients N Y BCM MIBs N Y SSH Client (PuTTY) N Y BCM Logs N Y Digital Mobility Controller N Y Digital Mobility Service Tool N Y Startup Profile Template N Y Factory Default Programming Record N Y RADIUS Dictionary Digital Mobility Tools Templates To download software from the BCM50 webpage 1 Connect to the BCM50 web page: — If the BCM50 is installed on the network use a browser and type in the BCM50 IP address as the URL in the following format: http://xxx.xxx.xxx.xxx NN40020-700 Chapter 6 Downloading Software 71 — If the BCM50 is installed but not yet configured, connect directly to the BCM50 through the OAM port and, using a browser, type the following: http://10.10.11.1/ 2 Enter the user name and password to be authenticated on the BCM50 web page. 3 Select the link for the type of application that you want to download. 4 Select the link for the specific application or tool that you want to download and select the download link. Downloading software from the Nortel web site To download software from the Nortel Web site, see the following web site: http://www.nortel.com/downloadingcontent BCM50 Troubleshooting Guide 72 Chapter 6 Downloading Software NN40020-700 73 Chapter 7 Troubleshooting Tools The BCM50 system provides several tools that you can use to diagnose problems. Navigation • • • Service Management on page 73 Status and Metrics on page 73 Utilities on page 74 Service Management You can use the Element Manager to view a list of the services that are running on your BCM50 system. For information about service management on the BCM50, see “Using the BCM50 Service Managment System” in the BCM50 Administration Guide (NN40020-600). Status and Metrics You can use the Element Manager to view detailed information about the performance of the BCM50 and about the performance of system resources. You monitor system status using the following tools: • • • QoS Monitor—QoS Monitor monitors the quality of service (QoS) of IP trunk services. UPS Status—The Uninterruptible Power Supply (UPS) feature provides monitoring of the power source and the battery backup. NTP Metrics—The Network Time Protocol (NTP Metrics) feature provides an overview of the integrity of the NTP time source For information about monitoring the system status, see the chapter “Using BCM50 System Metrics” in the BCM50 Administration Guide (NN40020-600). You can monitor system performance using the following tools: • • • • Activity Reporter Basic—Generate reports about call activity and voice mail receive statistics. Trunk Module Metrics— View the status of digital trunk modules as well as identify any device or lines connected to the system. CbC Limit Metrics—Use the CbC Limit metrics panel to monitor denied call activity for each service on each line pool. Hunt Group Metrics—Access the Hunt Group metrics to evaluate total call processing by hunt group member. BCM50 Troubleshooting Guide 74 Chapter 7 Troubleshooting Tools • • PSTN Fallback Metrics—View how many fallback attempts and fallback failures occur within a specific period using the PSTN Fallback Metrics panel. Proactive Voice Quality Management—Proactive Voice Quality Management (PVQM) metrics allow you to monitor the quality of VoIP calls. You can also use the PVQM metrics to diagnose infrastructure problems in your network. For information about monitoring system performance, see the chapter “Monitoring BCM50 Telephony Metrics” in the BCM50 Administration Guide (NN40020-600): Utilities BCM50 provides the following utilities: • • • • BCM Monitor—BCM Monitor is a stand-alone diagnostic application that the system administrator can use to view real-time system and IP telephony information about BCM50 systems. Ping—Ping (Packet InterNet Groper) is a utility that you can use to verify that a route exists between the BCM50 and another device. Route trace—You can use Trace Route to measure round-trip times to all hops along a route. This helps you to identify bottlenecks in the network. Ethernet activity—The Ethernet Activity panel is a utility that you can use to view ethernet activity in the BCM50 system. For information about utilities, see the “BCM50 Utilities” chapter in the BCM50 Administration Guide (NN40020-600). NN40020-700 75 Chapter 8 Understanding system messages The BCM50 system generates alarms, logs, traps, and other system messages that you can use to troubleshoot problems. Alarms, logs, and traps For information about system messages, see the following chapters in the BCM50 Administration Guide (NN40020-600): • • “Using the BCM50 Fault Management System,” which describes fault management tools such as alarms, logs, and SNMP traps “List of Alarms,” which provides alarm messages, problem descriptions, and possible solutions Reporting for dropped calls You can specify the level of system reporting that you require for released ISDN or VoIP calls. You can choose to have no text, a simple explanation, or a detailed explanation in the dropped call notification. Use this procedure to set the level of reporting for dropped calls. To set Release Reasons To set Release reasons, follow these steps: 1 Click Administration > Utilities > Diagnostic settings. 2 Click the Telephony tab. The Release Reasons panel appears. 3 From the Release Reason drop-down menu, select the level of reporting that you require. Table 18 lists the possible values for Release reasons. Table 18 Release reasons Attributes Values Description None Default Value No text will accompany a dropped call notification. Simple Cause Code: Off On Off: no text is provided On: the code only is provided Note: if you select Simple text, you must turn off the Cause code. This is for diagnostic purposes only. BCM50 Troubleshooting Guide 76 Chapter 8 Understanding system messages Table 18 Release reasons Attributes Values Description Detailed No setting A detailed explanation of the Cause code is provided. Cause Code check box This check box appears when you select Simple in the Release Reason Text drop-down menu. When you select the check box, only the cause code accompanies a dropped call notification. NN40020-700 77 Chapter 9 Useful Troubleshooting Links Use the information in this chapter to find additional reference information when you are troubleshooting a problem with the BCM50 system. As part of your initial troubleshooting, Nortel recommends that you check these resources for information about known issues and for solutions related to the problem you are experiencing. Navigation • • Partner Bulletins on page 77 Knowledge and Solution Engine on page 77 Partner Bulletins To locate Partner Bulletins, visit the Nortel Partner Information Center: http://www.nortel.com/pic Knowledge and Solution Engine The Knowledge and Solution Engine allows you to search an entire database of Nortel technical documents, troubleshooting solutions, software, and technical bulletins. The document types available from the Knowledge and Solution Engine include the following: • • • • • • • Bulletins: Includes a listing of technical bulletins. Documentation: Includes all technical documentation written for Nortel products (such as installation guides, administration guides, release notes). Service Requests: Includes technical support cases created within the past year. The availability of service requests is based on your customer entitlement. Software: Includes software patches and software releases. Solutions: Includes troubleshooting solutions written by the Nortel Technical Support team. When searching through the Knowledge and Solution Engine, enter a natural language query (that is, a query in the form of a statement or a question). Using the Knowledge and Solution Engine Use the following procedure to access the Knowledge and Solution Engine. BCM50 Troubleshooting Guide 78 Chapter 9 Useful Troubleshooting Links To use the Knowledge and Solution Engine 1 Go to the Nortel Web site: www.nortel.com 2 Log in using user name and password. 3 Select SUPPORT & TRAINING. 4 Select ONLINE SELF-SERVICE, and then select Knowledge Base. The Online Self-Service page appears and shows the Knowledge and Solution Engine. For information on performing your search, click the Search Tips link. To view an interactive tutorial for the Knowledge and Solution Engine, go to the Help & Contact section, click the Help Using This Site link and then scroll to find the Knowledge Base tutorial. 5 Enter your problem statement or question in the text box. Ensure that you leave spaces between the words in the statement or question. 6 From the ALL TYPES drop-down list, select the document type you would like to search against. The default is ALL TYPES, which searches on all available documents (bulletins, documentation, services requests, software, and solutions). 7 Click > (the arrow adjacent to the text box) or press Enter to start your search. The page reloads and provides the option to narrow your search by product family. NN40020-700 79 Chapter 10 Frequently Asked Questions The chapter provides answers to frequently asked questions. Navigation • • • • Backup, restore, and reset operations on page 79 Password protection on page 81 Fault management on page 82 System and status information on page 83 Backup, restore, and reset operations This section contains answers to the following questions: • • • How do I back up the database? on page 79 How do I restore the BCM50 from a previous backup? on page 80 How do I complete a Warm Reset or Cold Reset? Is it safe and will I lose customer data? on page 80 How do I back up the database? Use the following procedure to back up the BCM50 database. To perform a backup 1 In the task panel, click the Administration tab. 2 Open the Backup and Restore folder, and then click Backup. The Backup panel opens and displays the Immediate Backup tab. In the Backup To selection field, choose a destination for the backup archive. 3 Click the Backup button. The Backup window opens. 4 In the Optional Components table, select or clear the check box for each component to include or exclude these components from the backup operation. 5 Click the OK button. A warning window opens. Read the warning carefully before proceeding. 6 Click the Yes button to proceed. A progress window opens. When the backup is complete, the Backup Complete message appears. BCM50 Troubleshooting Guide 80 Chapter 10 Frequently Asked Questions 7 Click the OK button. How do I restore the BCM50 from a previous backup? Use the following procedure to restore the BCM50 database. To restore data from the BCM50 1 In the task panel, click the Administration tab. 2 Open the Backup and Restore folder, and then click Restore. The Restore panel opens. In the Restore From field, select the location of the backup archive to use. 3 Click the Restore button. The Select Components to Restore window opens. 4 Select the optional components that you want to include from the backup file. 5 Click the OK button. A warning window opens and displays information about components that will be affected by the restore operation. Read the warning carefully before proceeding. 6 Click the Yes button to proceed. A progress window opens. When the operation is complete, the Restore Complete window opens. 7 Click the OK button. How do I complete a Warm Reset or Cold Reset? Is it safe and will I lose customer data? You can use the Reset utility in Element Manager to: • • • • reboot the BCM50 system perform a warm reset of telephony services perform a cold reset of telephony services perform a cold reset of the router For a description of the impact on the system of each of these resets, see Reset functions on page 27. Use this procedure to perform a warm or cold reset. Completing a warm or cold reset 1 Select Administration > Utilities > Reset, and click one of the following buttons: NN40020-700 a Reboot BCM50 System will restart the operatingsystem of the BCM50 b Warm Reset Telephony Services will restart telephony services. Customer data will be retained. Chapter 10 Frequently Asked Questions 81 c Cold Reset Telephony Services will reset telephony programming to factory defaults. Customer data will be lost. d Cold Reset Router will reset the router programming to the factory defaults. Password protection This section answers the following frequently asked question: • How do I recover a lost password for the BCM50? on page 81 How do I recover a lost password for the BCM50? There is a Nortel support default user which cannot be deleted or modified. This account is set up to allow Nortel troubleshooting technicians to access areas of the system that are not available to other users. You can change the default challenge key, but be sure to retain a record of the change so that Nortel support technicians can access your system. Recovering a lost password 1 Select Configuration > Administrator Access > Security Policies, and select the Entry Policy tab. 2 With the Challenge Key available, contact Nortel Technical Support and request help to recover the lost password. BCM50 Troubleshooting Guide 82 Chapter 10 Frequently Asked Questions Fault management This section answers the following frequently asked question: • How do I view Alarms? Can I acknowledge and clear them? on page 82 How do I view Alarms? Can I acknowledge and clear them? When you view an alarm on the alarms panel, you can change the order of the columns in the table and you can sort alarms. For example, you may want to sort alarms by Component ID and Alarm ID. Use the following procedures to view alarms and to acknowledge alarms. To view an alarm 1 Click the Administration tab. 2 Open the General folder, and then click the Alarms task. The Alarms page opens. 3 In the Alarms Panel table, select an alarm. The Alarm Details panel displays below the Alarms table. NN40020-700 Chapter 10 Frequently Asked Questions 83 4 To change the order of columns in the Alarm table, select a column and drag it left or right to the desired location, and release it. 5 To view a column by ascending or descending order, click the column heading. To acknowledge an alarm 1 Click the Administration tab. 2 Open the General folder, and then click the Alarms task. The Alarms panel opens. 3 In the Alarms table, select the alarm you want to acknowledge. The Alarm Details panel is displayed below the Alarms table. 4 On the Alarms Details panel, click the Acknowledge Alarm button. A check box appears in the Alarm ACKed column in the Alarms table for this alarm. Acknowledging the alarm does not clear the alarm; it indicates only that the alarm has been noted. System and status information This section answers to the following frequently asked questions: • • • • • • How do I capture the logs from the BCM50? on page 83 How do I capture the current BCM50 configuration? on page 85 How do I find the BCM50 system health? on page 86 How do I show specific process states? on page 86 How do I verify current software revision? on page 86 How do find the BCM50 System ID and Serial Number? on page 87 How do I capture the logs from the BCM50? You can capture or transfer logs from the BCM50 using Element Manager, or from the BCM50 Web page. When you use the BCM50 Web page to transfer log files, you cannot choose the log file categories that you will transfer; all the log files in all the categories will be transferred. Use the following procedures to transfer log files. Using the Element Manager to transfer log files 1 Click the Administration tab, and then open the Logs folder. 2 Click the Log Management task. The Log Management panel opens. 3 Click the Immediate Log Transfer tab. 4 In the Transfer To selection field, select a storage location. BCM50 Troubleshooting Guide 84 Chapter 10 Frequently Asked Questions 5 Click the Transfer button. The Transfer To window opens. 6 Select the log file categories that you want to include in the log file transfer. All the log files associated with the selected categories will be transferred. 7 Click the OK button. A transfer window opens and displays applicable warnings. 8 Click the Yes button to initiate the transfer. A Save dialog box displays. 9 Specify a filename and location for the log file and click Save. The Progress Update window opens. When the log files are transferred, the Transfer Complete window opens. 10 Click the OK button. The log archive is saved in the location you specified. Using the BCM50 Web Page to transfer log files 1 In your web browser, type the IP address of the BCM50 and click the Go button. The login screen opens. 2 Log in to the BCM50 using the same username and password that you use to log into a BCM50 using the Element Manager. The BCM50 Web page opens. 3 Click the Administrators Applications link. 4 Click BCM Logs. 5 Click the Retrieve Log Files link. The Retrieve Log Files panel appears. 6 Click one of the three options for file transfer: Transfer to My Computer, Store on USB Memory, or Send to. 7 If you select the Send to radio button, select a destination from the drop-down list, otherwise, go to the next step. 8 Click Submit. The web page shows the status as Working; when complete, it shows Success. 9 Click the Click Here to Download Logs link. The File Download screen opens. 10 Click the Save button. The Save As screen opens. 11 Specify the location where you want to save the log file transfer, and enter a name for the file in the File Name field. 12 Click the Save button. The file is saved. NN40020-700 Chapter 10 Frequently Asked Questions 85 How do I capture the current BCM50 configuration? You can create a programming file that contains the current settings of all or part of your Element Manager data. These files can be saved in either HTML or Excel spreadsheet format. You can access the programming record in the same way you access any other HTML file or by using Excel, version 2002 or later, for the spreadsheet format. A programming record that contains the factory default settings is available in Excel format from the BCM web page. Note: It may take several hours to save programming records, depending on the size of the system. Nortel recommends that you saving programming records during periods of low system use. Use the following procedure to capture the current programming record. Capturing the current configuration 1 Select the item on the task navigation panel for which you want to save the data into an HTML report or Excel workbook. An item can be a task item, task bullet, or a folder. 2 Click on Session > device IP address > Save Programming Record > Save Selected Data. A warning dialog box appears; review the warning and click Yes. A Save dialog box then displays. Figure 13 Save dialog box 3 In the Save: field choose the path where you want the file stored. 4 In the Files of type: field, choose the format in which you want to save the data (HTML or Microsoft Excel spreadsheet). 5 Enter a File name. Nortel recommends that you make the current date and system name part of the file name. BCM50 Troubleshooting Guide 86 Chapter 10 Frequently Asked Questions 6 Click on Save. Note: The Save All Data selection can take up to 45 minutes to complete. Your computer must stay connected to the element during this time, as the Save All Data function is actively writing into the file specified until the function is complete. How do I find the BCM50 system health? You can use the BCM Monitor to view information about system health. The Usage Indicators tab on the BCM Monitor displays real time information about the BCM50 system, including: • • • BCM50 system data, including CPU and memory use resources used on the Media Card, including signaling channels, media channels, voice bus channels, and DSP resources active telephony devices, such as IP trunks, IP sets. voice ports, and media gateways The information is displayed as an absolute figure and as a percentage of the resource used. Use this procedure to access system health information. Viewing the system health 1 Select Administration > Utilities > BCM Monitor and click the Launch BCM Monitor button. 1 Select the Usage Indicators tab. How do I show specific process states? Use the following procedure to view specific process states. Viewing specific process states 1 Select Administration > General > Service Manager. The Service Manager page opens. Services are displayed in the Services table. How do I verify current software revision? Use the following procedure to view the current software revision. NN40020-700 Chapter 10 Frequently Asked Questions 87 Verify the current software revision 1 Select Configuration > Sytem > Identification. How do find the BCM50 System ID and Serial Number? Use the following procedure to view the system ID and serial number. Viewing the system ID and serial number 1 Select Administration > General > Hardware Inventory. 2 Select the BCM50 System tab. BCM50 Troubleshooting Guide 88 Chapter 10 Frequently Asked Questions NN40020-700 89 Chapter 11 Contacting Technical Support If you have been unable to resolve an issue using the information and steps provided in this guide, use the information in this chapter to contact Nortel Technical Support. This chapter identifies all of the critical information that you must gather before contacting Nortel Technical Support. Navigation • • • • • Gathering critical information on page 89 Getting Help from the Nortel Web site on page 90 Getting help over the phone from a Nortel Solutions Center on page 90 Getting help from a specialist by using an Express Routing Code on page 91 Getting help through a Nortel distributor or reseller on page 91 Gathering critical information Before contacting Nortel Technical Support, you must gather information that can help the technical support personnel when troubleshooting. This section identifies all the critical information that should be gathered before contacting Nortel Technical Support. You must attempt to resolve your problem using this troubleshooting guide. Contacting Nortel is a final step taken only when you have been unable to resolve the issue using the information and steps provided in this troubleshooting guide. Gather the following information before contacting Nortel Tech Support. Collecting this information helps Nortel analyze and address the reported issue. • • Problem scenario: — Detailed description of the problem — Expected Response (how you would expect the system to perform) — Actual Response (A detailed account of how the system actually performs) — Date and time when the problem started — Frequency of the problem — Is this a new installation? — Can you restore normal operation? History: — Have you recently changed or upgraded your system, your network, or a custom application? For example, has any configuration or code been changed? — What events can be identified prior to the fault: e.g. upgrade, new LAN, increased traffic, new hardware? — When were these changes made? Provide the date and time. BCM50 Troubleshooting Guide 90 Chapter 11 Contacting Technical Support • — Who made these changes? Were the changes made by a partner or customer? Provide the names of the individuals who made the changes. Actions taken: — Have you checked that the product’s software or firmware is a Current or Sustained Release? — Have you checked whether patches or maintenance releases are available that address this issue? — You have checked the solutions database for possible solutions (found on http:// www.nortel.com/cs)? — Detailed description of your investigation to date, previous actions taken and outcomes. Also provide Nortel Technical Support with the following information: • • • Provide a full list of patches that you have applied to your system Have any additional information available , such network diagrams, diagnostic/error logs, and configuration files Is remote access to the system available? Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site: http://www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. More specifically, the site enables you to: • • • • download software, documentation, and product bulletins search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues sign up for automatic notification of new software and documentation for Nortel equipment open and manage technical support cases Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the following Web site to obtain the phone number for your region: www.nortel.com/callus NN40020-700 Chapter 11 Contacting Technical Support 91 Getting help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to: www.nortel.com/erc Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller.. BCM50 Troubleshooting Guide 92 Chapter 11 Contacting Technical Support NN40020-700
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