BCM450 Troubleshooting Guide BCM450 Business Communications Manager Document Status:Standard Document Number: NN40160-700 Document Version: 01.
Copyright © 2008 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.
Task List Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Initial Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Hardware Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 To verify the keycodes using Element Manager............................................................24 To verify the keycodes using Telset ............................
Task List Understanding system messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 To set Release Reasons ...............................................................................................83 Useful Troubleshooting Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 To use the Knowledge and Solution Engine..................................................................86 Frequently Asked Questions . . . . . . . . . . . . . . . . . . . .
Contents Chapter 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Check the programming of lines and phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Check line programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Trunk/Line data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Preferences . . . . . . . . . . .
Contents 7 Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Command Line Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Accessing the CLI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Using the Configuration CLI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Chapter 12 Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Gathering critical information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Getting Help from the Nortel Web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 1 Introduction The Nortel Business Communications Manager 450 (BCM450) provides private network and telephony management capability to small and medium-sized businesses. The BCM450 system integrates voice and data capabilities, and IP Telephony gateway functions into a single telephony system. It also enables you to create and provide telephony applications for use in a business environment.
Chapter 1 Introduction • Contacting Technical Support on page 99 Acronyms The following is a list of acronyms used in this guide.
Chapter 1 Introduction 11 Table 1 List of acronyms Acronym Description OOF Out of Frame 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 U
Chapter 1 Introduction Symbols and conventions used in this guide These symbols are used to highlight critical information for the BCM450 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.
Chapter 1 Introduction 13 Related publications Related publications are listed below. To locate specific information, you can refer to the Master Index of BCM450 Library (NN40020-100).
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Chapter 2 Initial Troubleshooting You can better troubleshoot the problems on your network and reduce their impact by preparing for such events in advance.
Chapter 2 Initial Troubleshooting Logical connections You must know how your devices are connected logically as well as physically. For example, while virtual LANs (VLANs) are not supported on the BCM450 system, VLANs may exist between IP sets connected to the BCM450. 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.
Chapter 2 Initial Troubleshooting 17 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.
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Chapter 3 Hardware Troubleshooting Use the tasks in this chapter to troubleshoot problems related to the BCM450 hardware components.
Chapter 3 Hardware Troubleshooting System status LEDs The chassis of the BCM450 contains two LEDs: a Status LED and a Power LED. The Power LED is located at the bottom left of the chassis; the Status LED is immediately above it.
Chapter 3 Hardware Troubleshooting 21 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 21 shows the location of these LEDs on the main unit. Figure 1 LAN port LED locations LAN port LAN port LEDs LAN port The table LAN port and expansion port LED indicators on page 21 describes the possible LED states for the LAN ports LEDs.
Chapter 3 Hardware Troubleshooting Figure 2 MBM LEDs Power Status The table MBM LED descriptions on page 22 describes the possible MBM LED states. Table 3 MBM LED descriptions Power Status Description Off Off The MBM has no power, or a failure occurred on the MBM power converter. On Off BCM450 to expansion unit failure or system initialization.
Chapter 3 Hardware Troubleshooting 23 Figure 3 DTM LEDs Power LED Status LED In service LED Loopback test LED Receive LEDs Transmit LEDs The table DTM LED functions on page 23 describes the functions of the DTM LEDs. Table 4 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.
Chapter 3 Hardware Troubleshooting 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 24 shows the location of the LEDs on a BRIM. Figure 4 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 21. Check the wiring connections After you check the power source and the LEDs, begin to check the wiring.
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. 25 To verify the keycodes using Telset 1 Select Feature 9*8 from a two-line display telephone.
Chapter 3 Hardware Troubleshooting To restart the system Use this procedure to restart the system from the Element Manager. 1 Select Administration > Utilities > Reset. 2 Click the appropriate reset button. Table 5 lists the Reset functions. Table 5 Reset functions Function Description Reboot BCM450 System Restarts the operating system of the Temporarily stops all services on the BCM450 system system. Restarts all services. This operation does not affect configuration parameters or programming.
Chapter 3 Hardware Troubleshooting 27 To restart the system from the BCM450 hardware, use the reset button as described in Hardware reset functions on page 27. Table 6 Hardware reset functions Function Description Impact Press the Reset button on the BCM450 system Shuts down and reboots the BCM450 system Stops all services and restarts the system. This operation does not affect configuration parameters or programming.
Chapter 3 Hardware Troubleshooting Figure 5 Example: Bootloader.log file with no errors Figure 6 Example: Boot file with errors Testing basic hardware functionality This section describes how to test the components of the BCM450 system, and how to troubleshoot them if they fail the test.
Chapter 3 Hardware Troubleshooting 29 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.
Chapter 3 Hardware Troubleshooting 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.
Chapter 3 Hardware Troubleshooting 31 Go to an extension that has access to one of the lines on the MBM if it is a trunk MBM. Select the line or line pool to which the line belongs. 3 Check for a dial tone. 4 Use this extension to make a call to another extension on the system if it is a station MBM. OR Make a call using the line or line pool if it is a trunk MBM. 5 Use this extension to make a call to an external telephone number if you are testing a station MBM.
Chapter 3 Hardware Troubleshooting 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.
Chapter 3 Hardware Troubleshooting 33 Figure 7 Reset switch location Reset button Some possible situations in which you use the reset feature are: • • If the BCM450 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.
Chapter 3 Hardware Troubleshooting Activate the reset feature You activate the reset feature through the Maintenance CLI or the Configuration CLI. When you initiate a reset from the CLI menu, no further action is needed to complete the reset. You can monitor the progress of the reset by observing the LED states, or through the serial connection.It is important that you wait for the system to complete the reset before taking any further action; do not interrupt the reset process.
Chapter 3 Hardware Troubleshooting 35 • • • • data bits: 8 parity: N stop bits: 1 no flow control 3 Use a terminal emulation program, such as Hyperterminal or Nortel CLI Manager, to establish a connection to the BCM450. 4 Reboot the system and observe the boot process. Figure 8 shows an example of a boot process when there is failed or missing memory; Figure 9 shows an example of a boot process when there is a failed or missing hard drive.
Chapter 3 Hardware Troubleshooting Figure 8 Boot process with failed or missing memory Figure 9 Boot process with failed or missing hard drive NN40160-700
Chapter 4 Software Troubleshooting Use the information in this chapter to troubleshoot problems related to the BCM450 software components.
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 BCM450 system.
Chapter 4 Software Troubleshooting 39 Table 7 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.
Chapter 4 Software Troubleshooting Table 7 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.
Chapter 4 Software Troubleshooting 41 Figure 10 Properties details panel Table 8 on page 41 defines the fields on this panel and indicates the lines. Table 8 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.
Chapter 4 Software Troubleshooting Table 8 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.
Chapter 4 Software Troubleshooting 43 Table 9 defines the fields on this panel and indicates the lines. Table 9 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.
Chapter 4 Software Troubleshooting Table 9 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.
Chapter 4 Software Troubleshooting 45 Table 9 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.
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.
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.
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 BCM450 Administration and Security Guide (NN40160-601). Viewing the inventory of BCM450 software BCM450 software is organized into software components that you can individually update as required.
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.
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Chapter 5 Advanced Troubleshooting This chapter contains examples of advanced troubleshooting procedures. You must be a system administrator to perform these procedures.
Chapter 5 Advanced Troubleshooting 6 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. 7 Select Configuration > Telephony > Sets > Active Sets. Select the appropriate set and verify that it is provisioned correctly.
Chapter 5 Advanced Troubleshooting 9 53 Select the BCM Info tab and verify the status of the line. 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.
Chapter 5 Advanced Troubleshooting 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. 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.
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.
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.
Chapter 5 Advanced Troubleshooting 57 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.
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 BCM450 When an IP set cannot register with the BCM450, you may notice the following problem in your network: • the IP set is not registered and repeatedly tries to connect to the BCM450 If an IP phone is not registering with the BCM450, there are three possible causes: • • • there are not enoug
Chapter 5 Advanced Troubleshooting 59 If the number of phones connected does not exceed the number of licenses, and does not exceed the maxium number of IP sets supported, use the procedure Troubleshooting example 3b on page 59 to verify the configuration of the IP phone. Troubleshooting example 3a 1 Select Configuration > Telephony Resources deregister the offline sets.
Chapter 5 Advanced Troubleshooting 4 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.
Chapter 5 Advanced Troubleshooting 61 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.
Chapter 5 Advanced Troubleshooting 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 BCM450 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.
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.
Chapter 5 Advanced Troubleshooting 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.
Chapter 5 Advanced Troubleshooting 65 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.
Chapter 5 Advanced Troubleshooting 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.
Chapter 5 Advanced Troubleshooting 67 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. Example 7: Unable to apply a software update from a USB storage device Use the following procedure when a software update from a USB storage device fails. When the update fails, the BCM450 generates alarm 1003.
Chapter 5 Advanced Troubleshooting Example 8: Element Manager incorrectly shows expansion cabinet as empty Use the following procedure when a module is installed in the expansion cabinet, but the Element Manager shows the expansion cabinet as empty, and the MBM is not active. 1 Select Configuration > Resources > Telephony Resources. 2 Double-click the Module Type field for the expansion cabinet. 3 Select the module from the list. 4 Configure the module and select Enable.
Chapter 6 Recovery trees The chapter provides recovery trees for common troubleshooting scenarios. Navigation • • • • System is not processing calls on page 69 Start-up profile fails on page 70 Cannot access BCM450 through Element Manager on page 71 BCM450 shuts down unexpectedly on page 73 System is not processing calls Use the following flowchart when the BCM450 is not processing calls.
Chapter 6 Recovery trees Figure 12 System is not processing calls Start-up profile fails Use the following flowchart when the start-up profile of the BCM450 fails.
Chapter 6 Recovery trees 71 Figure 13 Start-up profile fails Cannot access BCM450 through Element Manager Use the following flowchart when you cannot access the BCM450 through Element Manager.
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Chapter 6 Recovery trees 73 BCM450 shuts down unexpectedly Use the following flowchart when the BCM450 shuts down unexpectedly.
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Chapter 7 Downloading Software Use the information in this chapter to download BCM450 software. Navigation • • Downloading software from the BCM450 webpage on page 75 Downloading software from the Nortel web site on page 77 Downloading software from the BCM450 webpage The BCM450 web page facilitates the download of applications, documentation, and other information necessary for running the BCM450 and its services.
Chapter 7 Downloading Software Table 12 Applications available on BCM450 web page (Continued) Application User Administrator Business Applications Reporter Applications 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 Contact Center Applications Administrator Applications Administrator Management Tools CallPilot Manager N Y Business Element Manager N Y De
Chapter 7 Downloading Software 77 http://10.10.11.1/ 2 Enter the user name and password to be authenticated on the BCM450 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.
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Chapter 8 Troubleshooting Tools The BCM450 system provides several tools that you can use to diagnose problems. Navigation • • • • Service Management on page 79 Status and Metrics on page 79 Utilities on page 80 Command Line Interface on page 80 Service Management You can use the Element Manager to view a list of the services that are running on your BCM450 system.
Chapter 8 Troubleshooting Tools • • • Hunt Group Metrics—Access the Hunt Group metrics to evaluate total call processing by hunt group member. 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.
Chapter 8 Troubleshooting Tools 81 For either method, your user account must be assigned the System-CLI privilege before you can access the CLI. Accessing the CLI through a serial connection Caution: The CLI is intended for use by experienced technicians, or as directed by Nortel Technical Support. Improper use of the CLI may result in data loss. 1 Connect a serial cable with a 9-pin female connector from the serial port on a PC to the serial port on the BCM450.
Chapter 8 Troubleshooting Tools • • • • • 2—Shutdown. The system shuts down. You need physical access to the BCM450 hardware to restart the system. 3—Safe OS. The system reboots to the Safe OS and waits 1 minute for you to login. When you login within 1 minute, the Maintenance CLI displays. If you do not login within 1 minute, the system changes to the Main OS. For more information about the Safe OS, see Using the Maintenance CLI on page 82. 4—Configuration Reset. A Level 1 reset occurs.
Chapter 9 Understanding system messages The BCM450 system generates alarms, logs, traps, and other system messages that you can use to troubleshoot problems.
Chapter 9 Understanding system messages Table 13 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.
Chapter 10 Useful Troubleshooting Links Use the information in this chapter to find additional reference information when you are troubleshooting a problem with the BCM450 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.
Chapter 10 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.
Chapter 11 Frequently Asked Questions The chapter provides answers to frequently asked questions.
Chapter 11 Frequently Asked Questions 6 Click the Yes button to proceed. A progress window opens. When the backup is complete, the Backup Complete message appears. 7 Click the OK button. How do I restore the BCM450 from a previous backup? Use the following procedure to restore the BCM450 database. To restore data from the BCM450 1 In the task panel, click the Administration tab. 2 Open the Backup and Restore folder, and then click Restore. The Restore panel opens.
Chapter 11 Frequently Asked Questions 89 Completing a warm or cold reset 1 Select Administration > Utilities > Reset, and click one of the following buttons: a Reboot BCM450 System will restart the operatingsystem of the BCM450 b Warm Reset Telephony Services will restart telephony services. Customer data will be retained. c Cold Reset Telephony Services will reset telephony programming to factory defaults. Customer data will be lost.
Chapter 11 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 90 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.
Chapter 11 Frequently Asked Questions 91 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.
Chapter 11 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.
Chapter 11 Frequently Asked Questions 93 How do I capture the current BCM450 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.
Chapter 11 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 BCM450 system health? You can use the BCM Monitor to view information about system health.
Chapter 11 Frequently Asked Questions 95 Verify the current software revision 1 Select Configuration > Sytem > Identification. How do find the BCM450 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 BCM450 System tab.
Chapter 11 Frequently Asked Questions What is an Ethernet loop, and how do I avoid creating one? The BCM450 does not support the Bridging Protocol Data Unit (BPDU), and therefore, you must be careful not to create Ethernet lops in the network while connected ot these two ports. Figure 17 shows and Ethernet loop and how to avoid it.
Chapter 11 Frequently Asked Questions • 97 Subnet mask: 255.255.255.0 The default addresses of the customer LAN port are: • • IP address: 192.168.2.2 Subnet mask: 255.255.254.
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Chapter 12 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.
Chapter 12 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.
Chapter 12 Contacting Technical Support 101 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.
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