MultiCommManager User Guide
MultiCommManager User Guide P/N 82011208, Revision I Copyright © 1997 by Multi-Tech Systems, Inc. All rights reserved. This publication may not be reproduced, in whole or in part, without prior expressed written permission from Multi-Tech Systems, Inc. Multi-Tech Systems, Inc. makes no representation or warranties with respect to the contents hereof and specifically disclaims any implied warranties of merchantability or fitness for any particular purpose. Furthermore, Multi-Tech Systems, Inc.
Software User License Agreement MultiCommManager software is licensed by Multi-Tech Systems, Inc. to the original end-user purchaser of the product, hereafter referred to as “Licensee.” The License includes the distribution diskette, other accompanying programs, and the documentation. The MultiCommManager software, hereafter referred to as “Software,” consists of the computer program files included on the original distribution diskette.
This package contains 3.5-inch disks. Neither this software nor the accompanying documentation may be modified or translated without the written permission of Multi-Tech Systems, Inc. This agreement shall be governed by the laws of the State of Minnesota. The terms and conditions of this agreement shall prevail regardless of the terms of any other submitted by the Licensee. This agreement supersedes any proposal or prior agreement.
Contents 1 Introduction Introduction .......................................................................................................................................... 2 Description ............................................................................................................................................ 2 Local Sites vs. Remote Sites................................................................................................................... 3 Typographic Conventions .........
4 Organizing and Configuring Your Modems Organizing Your Modems....................................................................................................................26 Rack Groups.................................................................................................................................26 Modem Groups ............................................................................................................................26 Organization Procedures .......................
Acting in Response to Faults....................................................................................................... 56 Modem Control Procedures........................................................................................................ 56 7 Solving Problems Introduction ........................................................................................................................................ 60 POST (Power On Self Test)...............................................
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1 Introduction 1
MultiCommManager User Guide Introduction MultiCommManager, model MMMSNMP, is a major update of Multi-Tech’s MultiModemManager rack and modem management software. MultiCommManager is a software suite that centralizes control and configuration of rack controllers, rack-mounted analog and digital communication devices, stand-alone or unmanaged rack-mounted modems, and RASExpress communication servers.
1 Introduction a configuration file stored in flash memory in the MR4800E rack controller or on the hard disk of an independent management PC. Because configuration files can be assigned to one or more modems, the configuration of a group of modems can be changed by editing a single file. • The Security Database Editor also exists for MultiModemManager legacy support. It enables the administrator to create and maintain a security database of system users for MR4800 and MR4800E racks.
MultiCommManager User Guide • Dialog box titles, menu titles, commands, and options are also shown in bold. Example: Help menu. • Menu paths are abbreviated by the use of vertical bars. For example, “Select Setup | Modem | Security | Messages” means to click the Setup menu in the menu bar, click Modem, click Security, and finally click Messages. • Screen messages are shown in a monospace font.
2 Installation 5
MultiCommManager User Guide Introduction This chapter describes how to install MultiCommManager on a management workstation. The workstation should have access to your LAN and/or the Internet, or be connected to your MultiModemManager rack by a Management Interface Card (MIC). The minimum requirements for the workstation are a 486DX/33 microprocessor, 8 MB of RAM, 50–100 MB of hard disk space, a 3.
3 Getting Started 7
MultiCommManager User Guide Introduction This chapter is a brief guide to setting up MultiCommManager for use with your racks and modems. For more detailed information see the online Help. The Manager To start MultiCommManager, double-click the Manager icon. The Manager module’s main window appears. The Manager module enables you to organize, monitor, and control your communications devices through a graphic user interface called the Explorer.
3 Getting Started The Fault and Status Events window, the Call Traffic window, and the Call Back Queue window give run-time analyses of system functions. These windows are always available in the client area of the main window, whether expanded or minimized. The Manager can monitor faults and respond to them when a previously set threshold has been reached. Using the Pager function, the Manager can notify a system administrator of problems through a digital or text pager.
MultiCommManager User Guide The Logical View The logical view maps the logical organization of your modems. The same modems are displayed as in the physical view; however, in the logical view you can assign them to modem groups. A modem group is an arbitrary grouping of modems at an IP site. You can group modems by how they are configured, by the hosts they connect to, by security type, by type of modem card, or by any other criteria that are useful to you.
3 Getting Started defined by the administrator. To define an IP site, select a world icon, click the Add button, and enter the requested information in the Add IP Site dialog box. To display a group at a site, double-click the site name. The group should appear with a yellow icon, indicating that there are active racks in the group. If the group icon is gray, then MultiCommManager is having trouble communicating with the racks attached to the group.
MultiCommManager User Guide Displaying Modems at Remote IP Sites With MultiCommManager, you can display information about modems at remote sites, even halfway around the world. MultiCommManager can act as an SNMP proxy agent for racks and modems that are attached to it (it speaks SNMP for racks and modems that can’t on their own). A MultiCommManager system that is running as an SNMP proxy is called an agent.
3 Getting Started Procedures for Setting Up Remote IP Sites How to Set Up an Agent IP Site 1. Run MultiCommManager and select Setup|SNMP|Mode|Agent. 2. Select Setup|SNMP|Default Trap IP. In the Set Default Trap IP dialog box, type the IP address of the MultiCommManager supervisor that will be monitoring the agent site. How to Add an IP Site 1. In the Explorer, select a world icon, then click Add. 2.
MultiCommManager User Guide The Statistical Analyzer The Statistical Analyzer is a utility that analyzes and displays as graphs or reports events collected by MultiCommManager and controller logs. You can analyze the event data in several different ways, depending on the type of report desired. You can display the analyzed event data as pie charts or bar graphs. You can create connection reports and log reports in ASCII or dBASEIII format for import to a database.
3 Getting Started The Analysis Period Your first step in analyzing data is to pick an analysis period. The analysis period is the time span for which you want to analyze the data. Graphic display of the analysis results is selected by default. The initial analysis can be refined by using call direction (inbound, outbound, or both) and modem filtering to select which modems should be used in the analysis. The Analysis Data The Statistical Analyzer looks for data in the C:\MRACK\MR.
MultiCommManager User Guide How to FTP Log Files to the Management Workstation Note: This procedure is not required for a local site. 1. From the management workstation, use a third-party FTP utility to access the controller of the remote IP site that you want to analyze. 2. Change to the controller’s B:\MMM\MR.LOG directory. 3. Select the .HR log files for the period that you want to analyze.
3 Getting Started How to Generate a Report of an Analysis 1. Click the Report menu. 2. Click the type of report you want. 3. The results of the analysis are displayed as ASCII text that can be saved, printed, searched, or copied into another application. More Help For more information about the Statistical Analyzer, see the online Help.
MultiCommManager User Guide The Configuration Manager The Configuration Manager module eases the task of building custom configuration files for modems. You can use it to create as many configuration files as you like, to be applied to individual modems or groups of modems as you require. You can also use it to edit the default configuration file, DEFAULT.CFG. To run Configuration Manager from Windows, double-click the Configuration Manager icon in the MultiCommManager program group or Start menu.
3 Getting Started Configuration File Basics A configuration file is an ASCII text file with a .CFG extension that contains one or more modem command strings. A command string consists of AT commands and S-register settings that together determine how a modem operates. Each modem has a complete factory default configuration that is used to initialize the modem.
MultiCommManager User Guide order of the commands is important, add them in the order in which you want them to be processed. 6. To change the parameter of an existing command, double-click it. 7. To delete a command, select it and click Record|Delete. 8. When you are done, click File|Close or File|Save As to save the file and close it. How to Send a Configuration File to a Remote Rack Use the following procedure only for MultiModemManager rack modems (MR4800E controller).
3 Getting Started The Security Database Editor The Security Database Editor module can help you create and maintain a callback security database for your system. It offers multilevel security for systems that do not use security servers, and provides flexibility with simple operation for both the system administrator and the dial-in user. Callback security uses a security database to screen callers.
MultiCommManager User Guide To run the Security Database Editor from Windows, double-click the Security Database icon in the MultiCommManager program group or Start menu. To run it from the Manager, click the Security Database Editor button on the toolbar. Note: The Security Database Editor is for MultiModemManager sites only. It does not apply to CommPlete Communications Server sites, which should use RADIUS or TACACS+ security.
3 Getting Started 3. Click File|Save As, type a name for the database file, and click OK. 4. In the Enter New Password dialog box, type a password for the database, then retype it to confirm it and click OK. 5. To add a user to the database, select Record|Add. 6. In the Record|Add submenu, select a template for the record. 7. In the Edit/Add Database Entry dialog box, enter the user name, ID, password, and any individual options that are not already set by the template.
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4 Organizing and Configuring Your Modems 25
MultiCommManager User Guide Organizing Your Modems The primary purpose of the Explorer is to organize your modems so that they are easier to manage. The physical view shows the physical organization of your modems, whereas the logical view shows the logical organization of your modems. The basic unit of organization in each window is the group. To organize your groups, you can drag objects to and from them.
4 Organizing and Configuring Your Modems Organization Procedures How to Create a Rack or Modem Group Note: Rack groups are predefined at a Complete Communications Server site. 1. In the Explorer, click the IP site to which you want to add a group. 2. Click Add. 3. Type the group name and, optionally, the name and phone number of the contact person for the group. 4. Click OK. How to Move a Rack Between Groups 1. In the logical view of the Explorer, double-click the IP site to display the modem groups. 2.
MultiCommManager User Guide Configuring Your Modems The MultiCommManager system is configurable and can be adapted to many different computing environments. Two types of modem parameters can be configured: AT commands and Modem General Setup settings. Also, the condition upon which a configuration is sent to the modems can be set by modem group. The AT commands that are configured are the same commands that can be sent to the modem through the modem’s serial port.
4 Organizing and Configuring Your Modems Configuration Planning When configuring a MultiCommManager system, you may find it useful to ask yourself the following questions. Are your modems connected to one type of host device or to multiple types of host devices? The host device is the device that is connected to the serial port of the modem. Examples of different types of host devices might be a UNIX system, an AS/400 system, a terminal server, a remote node gateway, a fax server, etc.
MultiCommManager User Guide Asynchronous (default) Dial-up (default) Inbound Configuration Options settings for modem group UNIX: On Disconnect (to make sure the modems are reconfigured after every call). On Rack Power Up (to make sure the modems are reconfigured after the card is installed). See also: • “How to Move a Modem Between Modem Groups” on page 27. • “How to Create or Edit Modem Configuration Files” on page 31. • “How to Assign Configuration Files to Modems” on page 32.
4 Organizing and Configuring Your Modems • “How to Move a Modem between Modem Groups” on page 27. • “How to Set Modem Group Configuration Settings” on page 33. What types of phone lines are the modems connected to? There are two basic types of analog phone lines: leased lines (two-wire and four-wire) and dial-up lines. CommPlete Communications Servers have only digital T1 or ISDN PRI termination.
MultiCommManager User Guide clicking the Configuration Manager button on the right side of the Manager toolbar.) Create only one configuration file for each type of configuration that you need. The configuration type could be based on the type of modem, the type of host to which the modem is connected, the firmware level that the modem is running, or other considerations. Do not create one configuration file per modem.
4 Organizing and Configuring Your Modems See also: “How to Select Modems” on page 32. How to Set Modem Group Configuration Options 1. In the Explorer, open the IP site containing the modem group whose settings you wish to change. 2. Click the modem group. 3. Click the Edit button. 4. In the Edit Modem Group dialog box, select the Configuration Options you want. 5. Click OK to close the dialog box.
MultiModemManager User Guide 5 Security 34
5 Security Introduction Note: This chapter does not apply to CommPlete Communications Server sites (HD8 modems), which use RADIUS and TACACS+ for security. MultiCommManager can provide an additional layer of security between your users and your system. It can prompt users for a user ID and a password when they call in. If they pass that security check, it can either connect them directly to the system or call them back, either at a fixed or a changeable number, and log them in.
MultiCommManager User Guide Callback Types • Pass-through: Uses only user ID and password verification. • Fixed callback: Uses a fixed, predefined callback phone number from the Callback Security database after user ID and password verification. • Variable callback: Uses either a callback phone number entered by the user, or a fixed, predefined callback phone number from the callback security database after user ID and password verification.
5 Security Security Planning Your answers to the following questions will help you set up your security configuration. Do You Need MultiCommManager Security? Reasons why you may want to use MultiCommManager security: You have a host that has little or no security for inbound calls If you have a host device that doesn’t provide security, then MultiCommManager can be your security device, providing all of the security options that were detailed in the chapter introduction.
MultiCommManager User Guide Do You Need Pass-Through, Fixed Callback or Variable Callback Security? Pass-through, fixed callback, and variable callback are security types that are set on a per-user basis. The following table shows characteristics for each type of security.
5 Security Do You Have Multiple Host Types that Users Need to Access? Having multiple host types is handled in MultiCommManager security by placing modems that are attached to one type of host device, such as a UNIX system, into a common modem group. Users who need access to that host should be made members of that modem group. This ensures that users who connect to modems that are in a modem group that they are not members of will have their user IDs and passwords rejected.
MultiCommManager User Guide fixed callback. How often user must change password Very often to not at all. Allow only MTU; password should change very often. Allow MTU long time between password change. Allow LTU access to one of few modem groups. Number of modems that user can access through modem group memberships* Member of some or one modem group. Member of all modem groups. Allow only MTU; give access to all modem groups because MTU has to access all hosts for maintenance.
5 Security host types, two support technicians that help users with system problems, and normal users. These users are set up as follows: Senior Administrator: Has two accounts. Administrator account: Set to fixed callback, password change every week, member of all modem groups, access at any time, day of the week, and date. User account: Set to pass-through, password change every three months, member of all useraccessible modem groups, access at any time, day of the week, and date.
MultiCommManager User Guide What Days and Times Are Users Allowed Access to the System? You can restrict the times during the week that a user can access the system down to the hour. Your administrators, who must be able to deal with system problems at any time, should of course be given access at any time of the week. Normal users who would need to access the system only during business hours should be given access only during business hours.
5 Security Example 2 Callback for normal users only, callback and pass-through for administrative users—one host type. Modems Security Type Connected to Modem Group 1A–1D Inbound security Nothing NormalInbound 1E–3F Outbound security The host computer NormalOutbound 4A–4E Outbound security The host computer AdminOutbound 4F Inbound security The host computer AdminInbound Normal users are members of the NormalInbound and NormalOutbound modem groups.
MultiCommManager User Guide Example 4 Pass-through and callback users—one host type. Modems Security Type Connected to Modem Group 1A–2F Both security The host computer Unassigned This site has a mix of callback and pass-through users, so the system has to have both dial-in and dial-out security modems. However, separate modems for the pass-through users and the callback users are not desired. By setting all the modems to be “both” security modems, the modems can be shared for both purposes.
5 Security Security Procedures Setting up MultiCommManager security requires some planning before making changes. The following sections will help you set up security for the first time. How to Set up Security Modems and Modem Groups 1. First decide which modems should be security modems and what modem groups they should be partitioned into, and create modem groups for them. This should reflect your need to control access to different host types and access by users with different security levels.
MultiCommManager User Guide How to Set Up Your User Database 1. Select Tools|Security Database Editor to run the Security Database Editor. In the Security Database Editor you can create new security databases or edit existing security databases. 2. Before entering users into the database, separate them into different classes based on security level and type and create a template for each class, so that your user profiles are set up in a consistent manner. To add one user to the database, select Record|Add.
5 Security How to Set Up Your Own Security User Interface MultiCommManager Security allows you to customize the messages that are displayed to users when they call into a security modem. You can edit or replace the default security messages by selecting Setup|Modem|Security| Messages. In these messages, carriage returns are represented by ^M, and line feeds by ^J.
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6 Monitoring and Controlling Your System 49
MultiCommManager User Guide Monitoring Your System The following sections describe how to monitor your system using the different views available in MultiCommManager. For more information see the online Help. Fault and Status Events Window To display the Fault and Status Events window, click View|Faults/Status or double-click the Fault and Status Events icon in the client area of the main window. This window cannot be closed.
6 Monitoring and Controlling Your System Call Traffic Window To display the Call Traffic window for an IP site, select an IP site in the Explorer and click the Display button. To display the Call Traffic window for the local site, click View|Call Traffic. To display a minimized Call Traffic window, double-click the Call Traffic icon in the client area of the main window.
MultiCommManager User Guide Call Back Queue Window To display the Call Back Queue window, click View|Callback Queue or double-click the Callback Queue icon in the client area of the main window. Note: This window is not used with CommPlete Communications Server modems. This window is used with MultiCommManager security. It shows which users have passed security and are either responding to further modem prompts, or are waiting to be called back.
6 Monitoring and Controlling Your System Rack Display Window To open the rack display window, click a rack icon in the Explorer and then click Display. This window shows a graphic display of a rack. It shows which modem cards are installed, which power supplies are installed and operating, and the node ID of the rack. (Note, however, that the LED states in this display are for purposes of illustration only.) From here you can select modems to manage.
MultiCommManager User Guide Modem Status Window You can display a modem status window by any of three methods: • Click on a modem icon in the Explorer and then click Display. • Double-click on a modem icon in the Explorer. • Double-click on a modem button in a rack display window. This window shows in-depth information about a single modem. It accurately shows the state of the modem’s LEDs.
6 Monitoring and Controlling Your System Controlling Your System MultiCommManager allows you to perform many actions on your system’s modems. To perform an action on one or more modems, first select the modems, then select a command. Select a command by choosing a menu item or its corresponding toolbar button, if it has one. When a command is selected, the current window is asked to give the command a list of its currently selected modems so that the action can be performed on each one.
MultiCommManager User Guide Hanging Up Modems You might want to hang up a modem for several reasons: to kick an overtime user off your system (this can also be done automatically by a fault alarm), to free up a modem for an expected call, etc. If the hangup action doesn’t work, then try resetting the modem. See also: “How To Hang Up Modems” on page 57. Acting in Response to Faults The MultiCommManager can detect and respond to many faults.
6 Monitoring and Controlling Your System How To Test Modems You can test MultiModemManager legacy link modems by first selecting the modem and then selecting the test to be run from the Control|Test Device| Modem menu. The test results are displayed on the screen. See also: “How to Select Modems” on page 32. How To Reset Modems To reset a modem, first select the modem in the Explorer and then select Control|Reset Device. See also: “How to Select Modems” on page 32.
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7 Solving Problems 59
MultiCommManager User Guide Introduction This chapter provides information that can be used to identify and fix problems with the MultiCommManager system. Problems can be observed at the rack front panel (LEDs, sevensegment display), the management PC’s screen, or via audio alarm or alarm report. In addition, problems can be found when performing the diagnostic tests documented in this chapter. For specific MultiModem troubleshooting information, refer to the modem card user guide.
7 Solving Problems 5. If you have more than 4 racks, then you must have a MultiModemManager link hub. SNMP Problems I can’t see my remote MultiCommManager agent sites Make sure you defined your managed agents in MultiCommManager. I can see my remote MultiCommManager agent sites, but they are grayed 1. Ping the grayed agent site to make sure that it is up and operational. 2.
MultiCommManager User Guide Fault and Status Messages The following messages can be displayed in the Fault-Status window, in fault reports, or in the log report. A subset of these messages can be found in fault alarm message boxes. The Fault Analysis Report (Appendix A) provides a set of possible fault reasons. Listed below are the descriptions and remedies for each fault reason. Arcnet Error Controller may be down Meaning: The Manager is unable to communicate with the controller.
7 Solving Problems Recovery: Verify that the user ID is in the data base (case sensitive). Callback attempt failed Meaning: This fault is usually associated with another fault that detects why the callback attempt failed. Recovery: Attempts will be made again until the retry limit is reached. Congested Rack Meaning: A predefined percentage of the modems are online. Recovery: Raise the threshold; add more modems.
MultiCommManager User Guide Recovery: The controller can be rebooted from the Manager. The modem card screw should be tightened to prevent the modem card from momentarily losing contact with the backplane. Modem reset by rack controller card Meaning: The modem was reset from the Manager. Recovery: None. This is a status report for an intervention by the operator. No activity on the Line Meaning: The modem is connected, but no actual data transfer is taking place.
7 Solving Problems Overtime Call Meaning: A connection exceeded or continues to exceed the defined threshold for the maximum number of minutes to be online. Recovery: Reset the overtime call threshold, or break the connection and call again. Power Supply failure Meaning: A power supply has failed or has been switched off. Recovery: No immediate action required if there is a redundant power supply installed. Rack Online Meaning: The controller informed the Manager that it has come on line.
MultiCommManager User Guide Timeout at Password prompt Meaning: The modem failed to receive a password response within the timeout period (30 seconds). Recovery: None. Timeout at UserID prompt Meaning: The modem failed to receive a user ID within the timeout period (30 seconds). Recovery: None. Diagnostic Tests The resident tests in the MultiCommManager system provide analog loopback (ANLB) tests at the various modem speeds.
8 Warranty, Service, and Technical Support 67
MultiCommManager User Guide Limited Warranty Multi-Tech Systems, Inc. (“MTS”) warrants that this product will be free from defects in material or workmanship for a period of two years from the date of purchase, or, if proof of purchase is not provided, two years from date of shipment. MTS MAKES NO OTHER WARRANTY, EXPRESSED OR IMPLIED, AND ALL IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE HEREBY DISCLAIMED.
8 Warranty, Service, and Technical Support The Multi-Tech BBS Multi-Tech maintains a bulletin board system (BBS) for its customers. Information available from the BBS includes new product information, product upgrade data, and problem-solving tips. There is also a message service that lets you request additional information. The phone number for the Multi-Tech BBS is (800) 392-2432 (USA and Canada) or (612) 785-3702 (local and international).
MultiCommManager User Guide 6. If you select Zmodem, the transfer will begin automatically. If you select another protocol, you may have to initiate the transfer yourself. (In most datacomm programs, the PAGE DOWN key initiates the download.) If you don’t know the file name 1. From the Main Menu, type F to access the Files Menu. For a list of file areas, type L twice. (If you do not type the second L, you will list all of the files on the BBS.) 2.
8 Warranty, Service, and Technical Support then type S to save the message and exit. To abort the message at any point, leave any of the fields blank and press ENTER. Bulletins When you log on, the BBS will ask if you would like to view the bulletin menu. The bulletins are menu-driven; to read a bulletin, enter its number. You can also access the bulletins by typing B at the Main Menu.
MultiCommManager User Guide About the Multi-Tech Fax-Back Service Multi-Tech’s fax-back service provides 24-hour access to sales, marketing, and technical literature for customers in the USA. Dial (612) 717-5888, follow the voice prompts, and enter the document number for either the Sales and Marketing catalog or the Technical Support catalog of documents. For convenience, write your fax number in the following space: _________________________________.
Index 73
MultiCommManager User Guide access times, user, 43 adding an IP site, 13 Agent mode, 12 agent site, creating, 13 analyzing data, 14 Arcnet, 62 AT commands, 28 for UNIX system, 29 modem groups, 33 modems, 27–33, 58 MultiCommManager, 8–13 remote IP sites, 13 connection history, 53 creating a group, 27 an agent site, 13 modem configuration files, 32 B D BBS, Multi-Tech, 71–73 blacklist, 49 data analysis, 14 database editor, 21 default modem settings, 28 deleting an IP site, 13 dial backup, 31 dial-up lin
Index fixed callback security, 36, 37, 39 H hanging up a modem, 58, 59 history, connection, 53 host device, 29 host types, multiple, 40 I inbound modems, 44 installation of MultiCommManager, 6 Internet, 2, 73 IP address, 12 IP sites adding, 13 configuring, 13 deleting, 13 editing, 13 L leased lines, 31 legacy management, 3 license agreement, iii link card, 62 local site, defined, 3 logical view, 10 long name, 13 modem groups, 26 configuring, 33 modem status window, 32, 56 modems configuration, 27–33, 58
MultiCommManager User Guide R rack controllers, 36 rack display window, 32, 55 rack groups, definition of, 26 remote site, defined, 3 resetting a modem, 57, 59 S security, 36–49 barriers, 41, 42 blacklist, 49 callback, 36, 37, 39 databases, 36, 48, 49 fixed callback, 37, 39 global attributes, 49 messages, 49 multiple levels of, 41 pass-through, 37, 39 planning, 38–46 procedures, 47 testing and monitoring, 48 variable callback, 37, 38, 39 Security Database Editor, 21 security modems, 44, 47 selecting modem
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P/N 82011208
