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Avaya Nortel Business Communications Manager 450 1.0 Troubleshooting

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1. NN40160 700 Chapter 6 Recovery trees 73 BCM450 shuts down unexpectedly Use the following flowchart when the BCM450 shuts down unexpectedly Figure 15 Unexpected shutdown r LEDis d Status LED is blinking amber BCM450 Troubleshooting Guide 74 Chapter 6 Recovery trees NN40160 700 75 Chapter 7 Downloading Software Use the information in this chapter to download BCM450 software Navigation e Downloading software from the BCM450 webpage on page 75 e 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 You connect to the BCM450 web page by typing the IP address of your BCM450 device into your browser A valid user name and password are required in order to access the web page The BCM450 web page contains the following links e Quick Link Provides links to frequently used applications including Mailbox Manager Activity Reporter Basic and CallPilot Manager e User Applications Applications listed in Table 12 that are available to the end users of the BCM450 e Business Applications Applications listed in Table 12 that are available to business users of the BCM450 e Administrator Applications Applications listed in Table 12 that are available to BCM450 administrators e D
2. 0 00 c eee eee eee 12 Rented PUBIGRIONS lt i 22ics424 deedes deebseei a dees esetu a 13 Chapter 2 Initial Troubleshooting s s 1sirrsisssissarisrissnirirnsisessies 15 NGONO rair rF oA SE TA AEE A OI 15 Proper installation and routine maintenance 00000 eee eee 15 Network coniiguraton ciice tiene cterdakede bia dees eee ae whee eee we 15 Site nelwok MAD oi cctecciceteranande rereana ran eeeaeeteaeweenenss 15 Logical COMMECIONS satih a a E E EE A 16 Device conmliguraton informator sa4csauncorduutrgenng baciad pen adneuaees 16 Other important data about your network sasaaa sanaaa eaaa 16 Normal behavior on your network 20 00 ee 16 Chapter 3 Hardware Troubleshooting 0000s e cece eee 19 NEMGSNON occcca vada ieee ee ts Coe OEMS EREE MEMEO dee Ee dee ees 19 Troubleshooting the BCM450 hardware 0 0 cc cece ene eens 19 Check the power source 1 2 2 0c 19 Gheek LED INGICAING 2 si ceiccbideti diated rtehrroaredlaawoe sari dans 19 Check the wiring connections ee sins dcawck keke wok we aad dei a on daa 24 Verniy thie keyCodes cash cece cece ee seksisid Hee Cedeew ee eee eee ees 24 Restart or shut down the system os cakss dads seihseedee dads aeaiowedes 25 POWEr ONSET aiccaaceease ender eraetedanedsneha reed a chat doneegeace 27 Testing basic hardware functionality 0 00 c eee eee 28 Resei ery BONS ao issri heads de Pay ea eee ee eS 32 Montonng Me Dool PROCESS sssri rerirt
3. 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 BCM450 Troubleshooting Guide 42 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 amp M E amp M BRI BRI DPNSS DPNSS VoIP VoIP TL Target Note PRI fields are all included under the main table Signaling DID E amp M WinkStart Select the signal type for the line The immediate setting does Immediate not appear for T1 E amp M or T1 DID trunks connected to a DTM if the Dial mode is set to tone DelayDial Make sure that this matches the signal type programmed for the trunk at the other switch Link at CO Loop analog only lt check box gt 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 BCM450 restrictions in
4. 1 Connect an Ethernet cable from the Ethernet port on a PC to the OAM Ethernet port on the BCM450 Set the IP address of the PC to 10 10 11 2 Use putty to establish an SSH connection to the default IP address of the OAM port 10 10 11 1 4 Log into the BCM450 by entering your username and password Your user account must be assigned the System CLI privilege in order to access the CLI Using the Configuration CLI The Configuration CLI dislays when the system is in Main OS mode The options available on the Configuration CLI are e 0 Exit The system exits the CLI to the login prompt e 1 Reboot The system reboots to the Main OS BCM450 Troubleshooting Guide 82 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 The system resets all configuration data to the factory defaults 5 Software Reset A Level 2 reset occurs The system resets all configuration data and software to the factory defaults 6 IP Configuration You can configure the following basic IP settings e 0 Return
5. 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 Uninterrruptable Power Supply USB Universal Serial Bus VoIP Voice over Internet Protocol VLAN Virtual Local Area Network WAN Wide Area Network BCM450 Troubleshooting Guide 12 Chapter 1 Introduction Symbols and conventions used in this guide These symbols are used to highlight critical information for the BCM450 system S Caution Alerts you to conditions where you can damage the equipment A 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 l f 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 A or where the administrator needs to make a decision about the level of security req
6. C2 Daina Pian read OG Putik Network Private Nebrerk LrePooks o Zun Ring Goups OC Senrky Hosptalty Hurt Groups Cal Detal Recording 4 Dats Sarvkes E OD Appications Dialing Plan Routing Routes Destination Codes Second isl Tone Routes Route External Number Lee Poot ON Type Service Type Service 1D 8 Select Configuration gt Telephony gt Dialing Plan gt Routing and select the Destination Codes tab Verify that the destination code is configured correctly BCM450 Troubleshooting Guide 56 Chapter 5 Advanced Troubleshooting Note Ensure that the Absorbed Length is configured to the expected dialing plan y z 4 4 y 4 ched 4 Sched 5 d 9 Select Configuration gt Telephony gt Sets gt Active Sets and select the Line Access tab NN40160 700 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 Task Navigation Panel Configuration Administration T Wekone Une Access Capabites andPreferences Restrictions EO Sytem ON s Model Nama Patt Pub OI Pay CAL Fwd No Anewer E C Acrinsstrator Access Resources p v4 pa C2 Tephory 4204 i 4204 414 42m 42h th Gebel Settinp 4235 4235 4235 4295 a 423 42 42 42 Acte Application Om inative Otis MDs O Unes Loops Schedied Service
7. How do I verify current software revision Use the following procedure to view the current software revision NN40160 700 Chapter 11 Frequently Asked Questions 95 Verify the current software revision 1 Select Configuration gt Sytem gt Identification IF Subsystem i Admirestrator Access pm Nesources pma lelepnony th Vata Services h Appacatons 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 gt General gt Hardware Inventory 2 Select the BCM450 System tab Tesk Navigation Panel Hardware Inventory Configuration Administration J3 gam F Tasai etings BOM Main Und IWY Irap Lestnato System r Typa Service Mansoer gt tetra y SY mes System name System D a leephony Metncs Utapes Fw ama Kesore Modei t Serin number merme G sy LODE Sy DONware Managemert Customer asset D pooo O O BOM System Doves Adatan norman Connectivity problems This section answers the following question e What is an Ethernet loop and how do I avoid creating one on page 96 BCM450 Troubleshooting Guide 96 Chapter 11 Frequently Asked Questions What is an Ethernet loop and how do avoid creating one The BCM450 does not support the Bridging Protocol Data Unit BPDU and therefore you must be careful not to create Ethern
8. larget Lines Mnactive Lines ol Line006 Lo All Lines a Loops Scheduled Services Copy Paste Renumber ig Vialing Han Ming Groups Hy Call security osprainy Hunt Groups Call Detail Recording Data Services Applications Configuration skit 221 Line001 Line Type Pub Received i 221 N A ja Pool BlocA olP Line002 221 Pool BlocA 221 N A NA m K ol BlocA VoIP Line004 221 Pool BlocA 221 NIA 221 Pool BlocA 221 Pool BlocA Details for Line 003 Preferences cea Aux ringer r Distinct rings in use fe E co p Mo Lomo jp aa Vv Include ACKed alarms 5 Select Configuration gt Resources gt Telephony Resources and select the appropriate trunk parce Data from Device Please Vait NN40160 700 Chapter 5 Advanced Troubleshooting 55 6 Click the Add button to open the Add Remote Gateway dialog box Verify that the remote gateway is configured correctly Eada remote Gateway n Description Desti Digt VolP Protocol Domain P Address Port GW Type 7 Select Configuration gt Telephony gt Dialing Plan gt Routing and select the Routes tab Verify that the route is configured correctly Task Navigation Panel Configuration Administration Wetone Sytem E O Adewristy stor Access E C Resources CQ Telephony O Goby Settings Os oues io Schedued Services
9. BCM450 Troubleshooting Guide BCM450 Business Communications Manager Document Status Standard Document Number NN40160 700 Document Version 01 01 Date August 2008 NORTEL 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 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 Task List IFITOQOUGUION o 66 bed eG ece Git cew asi ieeatecuGe tues icedaeiee caw aes 9 Initial Troubleshooting scccccccaceiceede earned see nes ennetaesanna 15 Hardware Troubleshooting 00ese cece eee eee eee 19 To verify the keycodes using Element Managev cccccccesseceeeeesseneeeeeeteeeeeenenenees 24 To verity the koycodes using Telba seis vsssanessiissaneteassuandes tinsasaesssadaaie ranenanaisaeceeesiiae 25 Toron TA Wek naaa aa 26 vonna INP T HO aonne a N nea ciadis gi ol
10. 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 e 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 Choose the distinctive ring pattern that you want to assign Pattern 2 to the line This allows you to provide selective service to Pattern 3 calls with differing answer priorities Pattern 4 When more than one line with the distinct ring settings rings at a telephone the line with the highest priority rings first e Pattern 4 has the highest ring priority e Pattern 3 has second highest ring priority e 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 10 on page 41 NN40160 700 Chapter 4 Software Troubleshooting 41 Figure 10 Properties details panel Details For Line 063 Properties Preferences Restrictions Assigned DNs Trunkmod Supervised v D
11. The Select Components to Restore window opens NN40160 700 Chapter 4 Software Troubleshooting 47 Select the optional components that you want to include from the backup file 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 BCM450 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 BCM450 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 BCM450 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 Inthe Restore
12. No additional equipment is required DNIS Number E amp M lt check box gt Defines whether the digits dialed by an external caller on this line will be shown For T1 E amp M trunks connected to a DTM this setting only appears if Signaling is set to WinkStart and Answer mode is set to Manual Distinct Rings in use lt read only gt Indicates if a special ring has been assigned See Distinct Ring on the main table BCM450 Troubleshooting Guide 44 Chapter 4 Software Troubleshooting Table 9 Preferences details fields for lines Sheet 2 of 3 Attribute Value Description panel Legend Loop analog digital loop GS ground start DID DID E amp M E amp M BRI BRI DPNSS DPNSS VoIP VoIP TL Target and DASS2 Note PRI fields are all included under the main Answer mode Loop GS E amp M BRI DPNSS Manual Define whether a trunk is manual or automatic answer Auto 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 Th
13. Nuria ond Nome Viele ines Show wf ines including inactive I 86 LineO8S Ovtoung Mon Oct 22120801 2087 7405 Kaan Connected 00 2202 5D E gt Example 6 MeetMe Conferencing commands do not work or conferencing is busy Use the following procedure to troubleshoot problems with MeetMe Conferencing NN40160 700 Chapter 5 Advanced Troubleshooting 67 Troubleshooting example 6 1 application 2 File Edit View Network BCM Element Manager 192 167 131 40 Session Tools Help Select Configuration gt Resources gt Application Resources and select the VoiceMail CC Increase the maximum number of application resources voice ports for Voice Mail CC g Paste ge gt gy Cony Element Havigation Panel 4 Task Navigation Panel work Elements 4 240 6632 4 2456 55 54 192 16 131 3L 192 167 13131 19216 1351 32 PERE 192 150 249 3 Configuration Administration SET elcome e system EE A gp onmisraor ACCESS Hont Ranges o lelephony Resources o Dial Up Intertaces ER lelephony GH Global Settings ih Sets PET Lines Active Physical Lines ave VolP Lines larget Lines Inactive Lines _ AllLines Loops Scheduled Services eH Dialing Plan ing Groups ee Call Security Hosprainy Hunt Groups 9 Call Detall Recording Data Services BH Applications 4 e wi Current maximum assianed limit T 10 foe co p M0 Lomo Lwa fv Incl
14. System status LEDs states and descriptions on page 20 describes the meaning of the system status LEDs in the following situations e start up sequence LED indicators during the normal start up process e safe mode start up sequence LED indicators during a safe mode start up e shutdown sequence LED indictors during a shutdown or failure e start up profile sequence LED indicators during an initial installation or staging Table 1 System status LEDs states and descriptions Q Power Status Description Start up sequence Solid yellow Solid yellow Power applied to the system Solid yellow Off Power on self test POST 9 seconds Solid yellow Solid yellow System initialization 14 seconds Solid green Solid yellow Kernel initialization 8 seconds Solid green Flashing green Services initialization 1 minute Solid green Solid green System running normal operation Solid green Solid red Services initialization failure Safe mode start up sequence Solid red Solid green System running with manufacturing settings enabled Solid red Solid red System running in software reset mode Sold red Flashing yellow System running in configuration reset mode Shutdown sequence or failure Solid green Flashing yellow Shutdown in progress Off Solid yellow Shutdown completed Solid red Flashing yellow Overheating detected thermal shutdown completed Solid red Solid red Power s
15. 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 ISDN BRI S T Interface Loop 1 Loop 2 Loop 3 Loop 4 A Power Sthtus 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 Check the connections between the following components e the expansion unit and the main unit e the main unit and to the MBMs make sure that the cables are properly seated and are connected to the correct ports e the power supply and the AC power outlet e if you are using a UPS check the connection from the USB port on the BCM450 to the USB port on the UPC the UPS and the electrical outlet the connection from the power supply to both the UPS and the BCM450 main unit e the lines and extensions connected through the RJ 21 telephony connector e 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
16. Lines that do not allow single line assignment such as PRI lines and VoIP lines Es 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 BCM450 Administration and Security Guide NN40160 601 Restoring data from an archive Caution A backup operation can interrupt services running on the BCM450 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 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 Inthe Restore From selection field select the location of the archive file to restore e BCM e My Computer e Network folder e FTP server e SFTP server e USB storage device e Factory Default 4 Click the Restore button
17. a failed or missing hard drive If the system starts normally the CLI login prompt displays when the boot cycle is complete BCM450 Troubleshooting Guide 36 Chapter 3 Hardware Troubleshooting Figure 8 Boot process with failed or missing memory BCM U Boot 1 2 0 Jul 8 2008 18 51 26 CPU amp 568_E Version 1 1 0x807d0011 Core E500 Version 2 2 0x80210022 Clock Configuration CPU 1333 MHz CCB 533 MHz DDR 266 MHz LBC 33 MHz QE 533 MHz Ll D cache 32 kB enabled I cache 32 kB enabled Board BMB450 R1 0 12C ready DRAM Initializing Unable to locate DDR I or DDR II module Fundamental memory type is 0x0 DDR failed ERROR Please RESET the board Figure 9 Boot process with failed or missing hard drive BCM U Boot 1 2 0 Jul 8 2008 18 51 26 CPU amp 568_E Version 1 1 0x807d0011 Core E500 Version 2 2 0x80210022 Clock Configuration CPU 1333 MHz CCB 533 MHz DDR 266 MHz LBC 33 MHz QE 533 MHz Ll D cache 32 kB enabled I cache 32 kB enabled Board BMB450 R1 0 12C ready DRAM Initializing DDR 512 MB POST running POST memory PASSED L2 cache 512KB enabled FLASH 8 MB Reboot Reason Power Recycle Configuring Mac address from NsSecSi PROM PCI first O last 0 PCle LTTSM 0x 16 PCle first 1 last 1 In serial Out serial Err serial Net FSL UEC FSL UECO FSL UEC2 FSL UEC3 FSL UEC4 FSL UECS FSL UEC6 FSL UEC7 IDE Bus 0 not available Fatal Error Occu
18. all included under the main panel Auto privacy Loop GS DID E amp M BRI VoIP lt check box gt Define whether one BCM450 user can select a line in use at another telephone to join an existing call Full autohold Loop BRI DPNSS_ VoIP lt check box gt 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 amp 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 Aux ringer Loop GS DID E amp M BRI DPNSS VoIP TL lt check box gt 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 E amp M lt check box gt Define whether the telephone number of the caller will be shown for this line For T1 E amp 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
19. configuration data and software to the factory defaults NN40160 700 83 Chapter 9 Understanding system messages The BCM450 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 BCM450 Fault and Performance Management Guide NN40160 701 e Using the BCM450 Fault Management System which describes fault management tools such as alarms logs and SNMP traps e 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 gt Utilities gt 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 13 lists the possible values for Release reasons Table 13 Release reasons Attributes Values Description None Default Value No text will accompany a dropped call notification Simple Cause Cod
20. 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 7 on page 38 describes the fields found on the Trunk Line Data main panel Table 7 Trunk Line Data main panel Sheet 1 of 3 Attribute Value Description Line This list contains all the Configure only those lines that are active on the system possible line numbers for Click the Active check box and ensure that the Inactive the system including target check box is empty lines NN40160 700 Chapter 4 Software Troubleshooting 39 Table 7 Trunk Line Data main panel Sheet 2 of 3 Default 221 default Start DN Attribute Value Description Trunk Type PSTN based lines VoIP There are three main categories of lines Target 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 Name lt maximum of seven Identify the line in a way that is meaningful to your system alphanumeric char
21. how to reset the BCM450 system to the factory settings or a stable working condition using the reset switch see the figure Reset switch location on page 33 When the BCM450 is in this condition you can make further modifications NN40160 700 Chapter 3 Hardware Troubleshooting 33 Figure 7 Reset switch location V 22222222222 es222222222 S55S5S5955555222222225 Reset button Some possible situations in which you use the reset feature are e Ifthe 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 e If distributors want to reuse BCM450 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 e 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 e Level 2 reset erases all customer and system configuration data and all software releases and patches This reset re installs the original factory configuratio
22. 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 BCM450 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 BCM450 system To check line programming 1 Inthe Task Navigation Panel select the Configuration tab Select Telephony gt Lines 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 Selecta 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
23. to e download software documentation and product bulletins e search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues e sign up for automatic notification of new software and documentation for Nortel equipment e 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 NN40160 700 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 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 BCM450 Troubleshooting Guide 102 Chapter 12 Contacting Technical Support NN40160 700
24. trunk Troubleshooting example 1 Check that the LED indicators on the BCM450 Chassis and the MBM are solid green Using an analog test set verify that a dial tone is present at the MBM termination point From the Element Manager select Configuration gt System gt Keycodes to view the list of installed features Verify that the appropriate keycode is active For analog trunk modules the keycode is Exp Port Select Configuration gt Resources gt Telephony Resources and select the appropriate trunk Verify that the trunk is active BCM450 Troubleshooting Guide 52 Chapter 5 Advanced Troubleshooting 6 Select Configuration gt Telephony gt Lines gt 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 Task Navigation Panel pS Configuration Administration Wekome i tne Trunk Type Name Control Set Line Type Prime Set Pub Received gt System nd inaa a 55 C Administrator Access Line42 4221 Pool 421 SD Resources Line063 4221 Pool A 4221 Oo Telephoriy 4 Lined 4 4221 Pool 421 5 O kba Settings Sets Coline e Active VoIP Lines Target Lines Inatia Lines Alis Loops Schedued Services H O Diating Plan Ring Groups a 3 Cal Securty Hosptalty Hart Groups Col Detal Recording t Data Services gt Aoptcanions Active Physica
25. 0 equipment ensure that the cable is securely connected 4 Ifyou are using SL 1 or ETSI QSIG verify that the MCDN keycode is active From the Element Manager select Configuration gt System gt Keycodes to view the list of installed features Task Navigation Panel Configuration Administration Wacome 169 System Identification Bote ond Time o IP Subsystem C Administrator Access C Resources 49 Telephony 3 Data Services 5 Applications Keycodes System 10 GO1IFOESS4FO Sequence 20 Keytvpe 2 Feature licenses Status Name Data Expiry Date ACTIVE M sea 1 It uke I It PIMJAMI 1 T ANCTI 5 Verify that the digital trunk parameters are configured according to the parameters specified by your carrier or central office 6 Select Configuration gt Resources gt Telephony Resources and click the Trunk Port Details tab Verify that the trunk port details and state are correctly provisioned NN40160 700 Chapter 5 Advanced Troubleshooting 63 7 Select the Provision Lines tab and verify that the lines are correctly provisioned Task Navigation Panel Telephony Rescues Contes ae Adrrerestrabon Modes wetone Lecetien Mode type ba Dewices Low Tet Say Srten H CD Adari ator Access z O Resources SE s Apohcaton Resources i z Meda Grtewas r Port Ranges SS a a a a T e Emety 0w up hielo 9 Teephony D Deka Servies Apoicatiora Coste Datas for Modd
26. 1 2 3 4 Select Configuration gt Resources gt Telephony Resources Double click the Module Type field for the expansion cabinet Select the module from the list Configure the module and select Enable NN40160 700 69 Chapter 6 Recovery trees The chapter provides recovery trees for common troubleshooting scenarios Navigation e System is not processing calls on page 69 e Start up profile fails on page 70 e Cannot access BCM450 through Element Manager on page 71 e BCM450 shuts down unexpectedly on page 73 System is not processing calls Use the following flowchart when the BCM450 is not processing calls BCM450 Troubleshooting Guide 70 Chapter 6 Recovery trees Figure 12 System is not processing calls Launch BCM Start up profile fails Use the following flowchart when the start up profile of the BCM450 fails NN40160 700 Chapter 6 Recovery trees 71 Figure 13 Start up profile fails Start up profile fails LED flashing 3 0nly co s 1 partition Correct hardware problem and reboot Cannot access BCM450 through Element Manager Use the following flowchart when you cannot access the BCM450 through Element Manager BCM450 Troubleshooting Guide 72 Chapter 6 Recovery trees Figure 14 Cannot access BCM450 through Element Manager Manager Correct the information and anager validate in Element Manat conn Correct IP settings or Element Manager
27. 56 INFO BootLoader 18000 13 23 27 usb reset run bcemboot 2008 07 16113 24 46 653 INFO BootLoader 18000 Finished processing boot loader log Figure 6 Example Boot file with errors 2008 07 16T 13 10 45 089 INFO BootLoader 18000 Start processing boot loader log 2008 07 16T 13 10 45 188 WARN BootLcader 18001 Self test was unable to provide results Flash memory may be malfunctioning 2008 07 16T 13 10 45 188 INFO BootLoader 18000 Finished processing boot loader log 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 Use the following procedures to help isolate and identify problems with your BCM450 hardware e To test the main unit on page 29 e To troubleshoot the main unit on page 29 e To test the expansion unit on page 29 e To troubleshoot the expansion unit on page 30 e Testing an MBM on page 30 e Troubleshooting the FEM on page 31 e To determine why the ATA 2 does not function on page 31 e To determine why there is no dial tone at the ATA2 on page 32 e To check the ATA2 wiring on page 32 e Reset to factory settings on page 32 e To perform a Level 1 reset configuration reset on page 34 NN40160 700 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
28. From selection field select Factory Default A warning dialog box displays 4 Click the Restore button The Select Components to Restore panel opens Select the optional components that you want to include from the backup archive 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 BCM450 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 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 The version of each software component is tracked so that you can determine the exact software release level of a BCM450 to the component level You can view the complete inventory of software installed on the BCM450 The Software Inventory table displays all the software components installed on the system the functional group and the software version of each component Table 11 l
29. HAMPIE D ass sseserssasnssdassssandieyersanzates seaddedesd ssuadiee Msandeaeetsianadan naadieniians 53 DUET Te AG eT Net Ses oste fai sccm cetanarcans cay dean te canedconscnentamundebaaatenavasaetiameuae teal 59 Troubleshooting een Ue ID srai 59 TouDicshooing ee eT IN sis cscs ccs cses aa aua pe aabacadendalecachadbindaid Moeidsleamiakdecueuiabieeaees 61 TP SOOT SAMPE D rsca a saan isadentn is inaaieys iaasen isaangan liacaxeusisasy 62 TD aT Gy OaE O anan EAR 67 Toubloshootn AmE T e 67 MECOVEDYy MEES sokhorreirotrund ti Erenn EEIN EARN cd 69 Downloading Software c2iccccccivesiscascetsecreeesiearesnnns 75 To download software from the BCM450 Webpage cccccccceeeeeeeseeeeeeeeeeteeeeeeeeeeeas 76 Troubleshooting TOGIS s 6 65cc se isccicaceusd dreii ces 79 Accessing the CLI through a serial connection asc iosccs ssccctsrcetade cons cccearcmensscontuadonnninneesece 81 Accessing the CLI through the OAM pott cc ccssseseeeeeeecaeeeeeeeeseaeseeaaeesseeeeeenaeeesaes 81 BCM450 Troubleshooting Guide 4 Task List Understanding system messages 00 cee eee eee 83 Toer aie ROn ONE sess scasves es transit nag ndannaas tasar dang asonnv en asaaduln GaaaeEANasaeene udee tide 83 Useful Troubleshooting Links 02 0 cee eee eee 85 To use the Knowledge and Solution Engine c ceeccccececeeeeeeeeeeeaeeeeeneeeteaeeeeeneeeeeas 86 Frequently Asked Questions 00 e cece ee eee eee eee eee 87 To GON BACKS ericei
30. How do view Alarms Can acknowledge and clear them 90 System and status information sssaaa ccc eee eens 91 How do capture the logs from the BCM450 0 cece eee eee 91 How do capture the current BCM450 configuration 04 93 How do find the BCM450 system health 0 000 e ceca eee 94 How do show specific process states 0 cc eee 94 How do verify current software revision 0 00 cc ee eee 94 How do find the BCM450 System ID and Serial Number 95 Gonneciiy PIOMONING 2 drovdereabecaddneaadureesenenteAdetbebesaees 95 What is an Ethernet loop and how do avoid creating one 96 NN ft ca cee wate ash hea de ds a ee aah ac de oe Na eee deena eee de 96 Can modify the IP address of the OAM port 0000 eee eee eee 96 What are the default IP addresses of the BCM450 ports 96 BCM450 Troubleshooting Guide 8 Contents Chapter 12 Contacting Technical Support 000 e eee eee eee eee 99 O oo bdo discs a RANEE ta PM Aaa edna ener a adic aera 99 Gathering critical iWiOMNaliOn lt 122cccersteden teeee ieee tera neevedneeatewe 99 Getting Help from the Nortel Web site 0 0c eee ee 100 Getting help over the phone from a Nortel Solutions Center 100 Getting help from a specialist by using an Express Routing Code 101 Getting help throu
31. 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 lt telephone DN gt 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 BCM450 Troubleshooting Guide 40 Chapter 4 Software Troubleshooting Table 7 Trunk Line Data main panel Sheet 3 of 3 Target lines only Attribute Value Description Pub lt digits associated with a Specify the digits the system will use to identify a call from Received specific target line gt 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 e 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 lt digits associated with a specific target line gt
32. M450 see Using the BCM450 Service Managment System in the BCM450 Administration and Security Guide NN40160 601 Status and Metrics You can use the Element Manager to view detailed information about the performance of the BCM6450 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 BCM450 System Metrics in the BCM450 Administration and Security Guide NN40160 601 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 BCM450 Troubleshooting Guide 80 Chapter 8 Troubleshooting Tools Hunt Group Metrics Access the Hunt Group metrics to evaluate total call processing by hunt group member PSTN Fallback Metrics Vi
33. M450 Troubleshooting Guide 32 Chapter 3 Hardware Troubleshooting Check that the correct feature for digital sets is included in your installed keycode Verify that the ATA2 is connected to a digital station port Allow sufficient startup time 30 60 sec Plug an analog device into the phone port of the ATA2 and check for a dial tone N Oo oO fF W In Element Manager verify that the ATA 2 is correctly configured a Select Configuration gt Telephony gt Sets gt 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 BCM450 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 BCM450 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 BCM450 hardware and ATA2 Reset to factory settings This section describes
34. Ns Use remote package 00 Use Filter 03 Norma 21 Night 22 Eve 23 Lunct 00 Sched 4 oo Sched 5 00 Sched f Remote Restrictions Schedule Use Filter 04 3 32 33 00 oo 00 Table 10 describes the fields on this panel Table 10 Restrictions Attribute Values Description Use remote package lt remote package gt 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 lt 00 99 gt Enter the restriction filter number that applies to each Use Filter schedule controls outgoing calls Remote Restrictions lt 00 99 gt Enter the restriction filter that applies to each schedule Use Filter This setting provides call controls for incoming calls over a private network or from remote user dialing in over PSTN BCM450 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
35. acters gt 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 lt control telephone DN gt Enter a telephone DN for a telephone that you want to use to turn service off or on for other telephones using this line 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 Public Private to lt telephone DN gt Pool A to O BlocA to BlocF Define how the line is used in relation to other lines in the system e Public line can be accessed by more than one telephone e Private line can be assigned only to one telephone and the prime telephone for that line Enter the internal number of the telephone e Pool A O analog and T1 lines BlocA to BlocF PRI and VoIP lines assigns the line to one of the line pools
36. al Applications p _ mey lelephony a popa Settings he Sets z a Lines Active Physical Lines Active VolP Lines arget Lines DISSE Ene becontigure Contigure _ Inactive Lines Bi Lines Loops Details for Module Internal Scheduled Services Main MBM 1 DSM32 DSM32 MBM All On IA NIA Main MBM 1 1 DSM16 WA Enabled igg eins Me IP Terminal Global Settings i il _ Ring Groups IP Terminal Details ey Call securty eed Enable registration Sunt Groups Call Detail Recording isa Data Services Enable global registration password ty Applications Vv Default codec Vv Default jitter buffer Global password f EARRERRRT G 729 payload size ms f Auto assignDNs jy G 723 payload size ms pare co p Mo Lomo Lwe Vv Include ACKed alarms 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 NN40160 700 Chapter 5 Advanced Troubleshooting 61 Troubleshooting example 4 1 Verify that the keycode is generated against the right system ID in the Keycode Re
37. annot install keycode or invalid keycode application 60 Example 5 Cannot dial out from digital trunk sssaaa aeaaaee 61 Example 6 MeetMe Conferencing commands do not work or conferencing is busy 66 Example 7 Unable to apply a software update from a USB storage device 67 Example 8 Element Manager incorrectly shows expansion cabinet as empty 68 Chapter 6 Recovery MEGS o on since cen dewe s Diaria n areara eauaceas 69 PIANO ayons esaerea EREE wad S 69 System is not processing calls ici cavsi servo eaa nd esos PON GiweN aed e eed es 69 Dll PICs talls ccc Gaede ewer deeeeadee daeeere eee deren nedadwade aan 70 Cannot access BCM450 through Element Manager 20000e ee eees 71 BCM450 shuts down unexpectedly 0000 0 cece eee eee 73 Chapter 7 Downloading Software 2c sccccarsddecstateetesGeskedessbeceswece 75 Navigalhon o 6cc cc cere sche ERR RESTA eRe eRe eee ee 79 Downloading software from the BCM450 webpage 0 000 eee eeaee 75 Downloading software from the Nortel web site 0 0 200e cece 77 Chapter 8 Troubleshooting Tools ccsrcrcriaisrrorsesris risers ans sinises as 79 TNR ca a a a a E a E E A 79 Seice Manag amMeR iia s sarien EEA EA 79 Statws Ane ME S saiaren een E A E EAA SA ARAA 79 NN40160 700 Contents 7 WMG SY acd peepee hd Beer eon EAA oe ae CT eee eae anes 80 Command Line Interface 515 bide ahs CARs DONO oar iaar aAa 80 A
38. ave dialog box displays 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 Click the OK button The log archive is saved in the location you specified Using the BCM450 Web Page to transfer log files 1 10 11 12 In your web browser type the IP address of the BCM450 and click the Go button The login screen opens Log in to the BCM450 using the same username and password that you use to log into a BCM450 using the Element Manager The BCM450 Web page opens Click the Administrators Applications link Click BCM Logs Click the Retrieve Log Files link The Retrieve Log Files panel appears Click one of the three options for file transfer Transfer to My Computer Store on USB Memory or Send to If you select the Send to radio button select a destination from the drop down list otherwise go to the next step Click Submit The web page shows the status as Working when complete it shows Success Click the Click Here to Download Logs link The File Download screen opens Click the Save button The Save As screen opens Specify the location where you want to save the log file transfer and enter a name for the file in the File Name field Click the Save button The file is saved NN40160 700 Chapter 11 Frequently Asked Questions 93 How do capture the current BCM450 configurat
39. cases where the host exchange does not provide an alternative line Line Tuning Digit drop down menu _ Select the line tuning digit to use When a trunk is connected the BCM450 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 11 Figure 11 Preferences details panel Details for Line 061 ernment Properties Preferences Restrictions Assigned DNs Auto privacy Answermode Manual Y Full autohold g Voice message center 4 Aux ringer oO Distinct rings in use Redirect to J NN40160 700 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 amp M E amp M BRI BRI DPNSS DPNSS VoIP VoIP TL Target and DASS2 Note PRI fields are
40. chnicians 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 gt Administrator Access gt 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 BCM450 Troubleshooting Guide 90 Chapter 11 Frequently Asked Questions Task Navigation Panel Configuration Administration Welcome HO System Administrator Access Accounts and Privileges o SNMP O Resources lO Telephony Data Services Applications Security Policies Entry Policy Local Authentication Policy Authentication Service Policy Session Management Policy SSL and SSH Policy Disable telset login Disable post login message Post login message O WARNING This computer system and network is N PRIVATE and PROPRIETARY and may oniy be accessed by authorized users Unauthorized use of this computer system or network is strictly prohibited and may be subject to criminal prosecution employee discipline up to and v Nortel Support Hide Challenge Key o Challenge key trust no one E Fault management This section answers the following frequently asked question e How do I view Alarms Can I acknowledge a
41. 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 BCM450 Troubleshooting Guide 100 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 e 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 e Provide a full list of patches that you have applied to your system e Have any additional information available such network diagrams diagnostic error logs and configuration files e 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
42. 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 e 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 e 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 e 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 e Change control Maintain a change control system for all critical systems Permanently store change control records e 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 ne
43. d system name part of the file name BCM450 Troubleshooting Guide 94 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 find the BCM450 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 BCM450 system including e BCM450 system data including CPU and memory use e resources used on the Media Card including signaling channels media channels voice bus channels and DSP resources e 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 gt Utilities gt 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 gt General gt Service Manager The Service Manager page opens Services are displayed in the Services table
44. dre wed eae EH EKINA eR D Rede a 34 Chapter 4 Software Troubleshooting 0 200 cece eee eee eee eee 37 INO 2 ea uted be eee bee ee Dee eas headsets 37 Veonly Me solwars voON noid econeeucidee cee SNEER EEA 37 vVadly Me Weve wie ei sAdEE SOM A EAE IAA 37 BCM450 Troubleshooting Guide 6 Contents Check the programming of lines and phones 0 0 0 eee e eee n eens 37 Check line progiamMMiNO serricornis riata aa AEON A IAN a 38 TUONLNC ONEA s ardi8 st cep ao dati Sic nad gh had Sa dG op areas ce AA 38 POPOMGS ccc cc ae anor tdi CMR R AAR KEKE LRT RR RAE RS 40 PICIBICNEGS 5 054 644 dh PRA ee HbA PRM ELAM MERA SORA LR AL ERM OS 42 Peer ie staal 4 cn au a are cue waa aie ae we A ea aera T a E EET TI 45 ASSE DNS cccacicewsee es cee ew Ekar DEn EEEa EENE nE E 46 Mess GSS da cite be NEENA ae ad 46 Verity the software Inventory since chek ec ead edn nke ade d odes dead e dean enaaes 48 Viewing the inventory of BCM450 software 60 0c eee eee 48 Obtaining software Updates ice winnie ww a ele aca wine t kni ee we Wado ia 48 Chapter 5 Advanced Troubleshooting 00 cc eee e eee eens 51 B E o 24 sw dormir eh ao ddchrwy dhe Hedge oh hee RA SRA eae eds 51 Example 1 Cannot dial out from an analog trunk 00000 eee eee eee 51 Example 2 Cannot dial out from a SIP or H323 VoIP trunk 00005 53 Example 3 IP set is not registering with the BCM450 nananana nanana anann 58 Example 4 C
45. e Off Off no text is provided On 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 BCM450 Troubleshooting Guide 84 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 check box This check box appears when you select Simple in the Release Reason Code Text drop down menu When you select the check box only the cause code accompanies a dropped call notification NN40160 700 85 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 Navigation e Partner Bulletins on page 85 e Knowledge and Solution Engine on page 85 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 fr
46. e Expansion 1 TI Parameters cola 7 Trktype RI mamy Prod at oe Send name Gepley f7 pares En fran Protacoltype User Sayre Remote capability MAT 7 A Une coding Dewale Kewerding Sequetid w Mace tacts 3 uz o Clock source Prinsy external apma o Chile ia 8 Select Configuration gt Telephony gt Dialing Plan gt Routing and select the Routes tab Verify that the route is configured correctly Task Navigation Panel Configuraion Administration Wekome t O System Routes 4 Adninetrator Access Rote EO Remurces 3 Tekphony Gobal Settings Sets lines Loops Schedukd Services Dialing Plan Gereral DN Public Network Prate Network Line Pook ez Ring Groups 5 Cal Securty Homeay hurt Coups Cal Detal Recording 2 Data Services tO Applications Dialing Plan Routing Routes Destination Codes Second Did Tone Etema Number 9 Select Configuration gt Telephony gt Dialing Plan gt Routing and select the Destination Codes tab Verify that the destination code is configured correctly BCM450 Troubleshooting Guide 64 Chapter 5 Advanced Troubleshooting Note Ensure that the Absorbed Length is configured to the expected dialing plan Task Navigation Panel Configuration Adminishkration Wetorme HO System EO Adninistrator Access E Resources O Telephony p Ep Goda Settings Sets 5 lines Loves Sdedid Services Dealing Han Gae eo A
47. e 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 amp M BRI lt check box gt 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 amp M lines that have auto answer mode and analog trunks Set this option to No for T1 E amp 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 call is programmed of an open switch interval OSI before BCM450 disconnects a by the Disconnect timer setting Voice Message Loop GS DID E amp M BRI DPNSS_ VoIP TL CENE Center 1 If this line connects t o a remote voice mail either through the Center 5 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 te
48. echnical Support Web page opens Download the required updates Create a directory for each update and unzip the downloaded file into a directory BCM450 Troubleshooting Guide 50 Chapter 4 Software Troubleshooting NN40160 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 53 Example 3 IP set is not registering with the BCM450 on page 58 Example 4 Cannot install keycode or invalid keycode application on page 60 Example 5 Cannot dial out from digital trunk on page 61 Example 6 MeetMe Conferencing commands do not work or conferencing is busy on page 66 Example 7 Unable to apply a software update from a USB storage device on page 67 Example 8 Element Manager incorrectly shows expansion cabinet as empty on page 68 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
49. efault Programming N Record To download software from the BCM450 webpage 1 Connect to the BCM450 web page Ifthe BCM450 is installed on the network use a browser and type in the BCM450 IP address as the URL in the following format http XXX XXX XXX XXX Ifthe BCM450 is installed but not yet configured connect directly to the BCM450 through the OAM port and using a browser type the following NN40160 700 Chapter 7 Downloading Software 77 http 10 10 11 1 Enter the user name and password to be authenticated on the BCM450 web page Select the link for the type of application that you want to download 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 BCM450 Troubleshooting Guide 78 Chapter 7 Downloading Software NN40160 700 79 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 For information about service management on the BC
50. elephone Administration feature To test the expansion unit Use the following test to ensure the expansion unit is operating properly 1 2 Make sure that the BCM450 system is fully booted 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 If the expansion unit has an MBM that supports extensions go to an extension that is connected to the MBM BCM450 Troubleshooting Guide 30 Chapter 3 Hardware Troubleshooting Check for a dial tone Use this extension to make a call to another extension on the system 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 Select the line or line pool to which the line belongs Check for a dial tone Make a call using the line or line pool To troubleshoot the expansion unit Check that the correct feature for the expansion unit is included in your installed keycode Check that the expansion port is connected to the proper connector 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 expansi
51. eration is complete the Restore Complete window opens 7 Click the OK button How do complete a Warm Reset or Cold Reset Is it safe and will lose customer data You can use the Reset utility in Element Manager to e reboot the BCM450 system e perform a warm reset of telephony services e perform a cold reset of telephony services e shut down the system For a description of the impact on the system of each of these resets see Reset functions on page 26 Use this procedure to perform a warm or cold reset NN40160 700 Chapter 11 Frequently Asked Questions 89 Completing a warm or cold reset 1 Select Administration gt Utilities gt 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 d Shutdown System will stop all services and shut down the system Restarting the system requires physical access to the BCM450 Password protection This section answers the following frequently asked question e How do I recover a lost password for the BCM450 on page 89 How do I recover a lost password for the BCM450 There is a Nortel support default user which cannot be deleted or modified This account is set up to allow Nortel troubleshooting te
52. et lops in the network while connected ot these two ports Figure 17 shows and Ethernet loop and how to avoid it Figure 17 Ethernet loops Ethernet Loop No Ethernet Loop IP addresses This section answers the following questions e Can I modify the IP address of the OAM port on page 96 e What are the default IP addresses of the BCM450 ports on page 96 Can modify the IP address of the OAM port You cannot change the IP address of the OAM port You can use Element Manager to view the OAM port parameters What are the default IP addresses of the BCM450 ports The default addresses of the OAM LAN port are e IP address 10 10 11 1 NN40160 700 Chapter 11 Frequently Asked Questions 97 e Subnet mask 255 255 255 0 The default addresses of the customer LAN port are e IP address 192 168 2 2 e Subnet mask 255 255 254 0 BCM450 Troubleshooting Guide 98 Chapter 11 Frequently Asked Questions NN40160 700 99 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 Navigat
53. ew 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 BCM450 Telephony Metrics in the BCM450 Administration and Security Guide NN40160 601 Utilities BCM450 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 BCM450 systems Ping Ping Packet InterNet Groper is a utility that you can use to verify that a route exists between the BCM450 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 BCM450 system For information about utilities see the BCM450 Utilities chapter in the BCM450 Administration and Security Guide NN40160 601 Command Line Interface You can use the Command Line Interface CLI to configure basic settings as well as shut down reboot or reset the BCM450 system Two CLI m
54. f the DN length is not set to system defaults For information about setting the DN length refer to the BCM450 Device Configuration Guide Shutdown BCM System Shuts down the BCM450 Stops all services running on the system NN40160 700 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 Press and hold the Reset button on the BCM450 system for 5 seconds Immediately shuts down the BCM450 system Immediately stops and restarts the operating system This operation does not affect configuration parameters or programming but can result in data loss Use only if the BCM450 system is non responsive Note When you restart the BCM450 system using the Reset button the system will wait for 10 seconds for a user to log into the Maintenance CLI If a user does not log in during that time period the BCM450 will reboot to the Main OS Power on self test The power on self test POST feature tests basic hardware functionality when the BCM450 system powers up and stores the results in a log file Y
55. gh a Nortel distributor or reseller 0 0000000005 101 NN40160 700 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 Purpose This guide provides procedural information to help you troubleshoot and isolate problems in your BCM450 network Audience The BCM450 Troubleshooting Guide is for use by network administrators responsible for maintaining BCM networks that include BCM450 devices This guide is also useful for network operations center NOC personnel supporting a BCM450 managed services solution To use this guide you must e be an authorized BCM450 administrator within your organization e know basic Nortel BCM450 terminology e 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 BCM450 system This guide contains information on the following topics e Initial Troubleshooting on page 15 e Hardware Troubleshooting on page 19 e Software Troubleshooting on page 37 e Advanced Troubleshooting on page 51 e Reco
56. ia bay module LEDs expansion units only The two media bay module MBM LEDs on an expansion unit show the power and status of the MBM The figure MBM LEDs on page 22 shows the location of the O Power and Status LEDs on an MBM The power and status LEDs are in the same location on all MBMs BCM450 Troubleshooting Guide 22 Chapter 3 Hardware Troubleshooting Figure 2 MBM LEDs GATM e lee lll 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 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 e MBM is in maintenance state e 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 DTM LEDs The DTM has additional LEDs that are not on most other MBMs The figure DTM LEDs on page 23 shows the location of the DTM LEDs NN40160 700 Chapter 3 Hardware Troubleshooting 23 Figure 3 DTM LEDs Power LED es S
57. ialmode Tone w linkaco Loss package Medium co w Line Tuning Digit 1 v Impedance Ohms 600 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 an alog digital loop GS ground start DID DID E amp M E amp M BRI BRI DPNSS DPNSS VoIP VoIP TL Target Note PRI fields are all included under the main table Trunk mode Loop Unspr Define whether disconnect supervision also referred to as loop Supervised supervision releases an external line when an open switch Earth callin interval OSI is detected during a call on that line You must set A g this to Supervised if a loop trunk has its Answer mode set to Loop guarded Auto or if you enable Answer with DISA Disconnect Loop unguarded supervision is also required to conference two external callers ROE ROI The line must be equipped with disconnect supervision from the i central office for the Supervised option to work These listing only appear for UK analog lines These appear only for Australia Dial mode Loop GS DID E amp M Pulse Specify whether the system uses dual tone multifrequency Tone DTMF or pulse signaling on the trunk Tone does not appear if Signaling is set to Immediate T1 DID amp T1 E amp M trunk types only Loss package Loop analog only
58. ion 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 gt device IP address gt Save Programming Record gt Save Selected Data A warning dialog box appears review the warning and click Yes A Save dialog box then displays Figure 16 Save dialog box Profiles Program Files Save In the Save field choose the path where you want the file stored 4 Inthe 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 an
59. ion e Gathering critical information on page 99 e Getting Help from the Nortel Web site on page 100 e Getting help over the phone from a Nortel Solutions Center on page 100 e Getting help from a specialist by using an Express Routing Code on page 101 e Getting help through a Nortel distributor or reseller on page 101 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 e 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 e History Have you recently changed or upgraded your system your network or a custom application For example has any
60. isagtittad dunes kate 27 Fa Revie TiS HUAI MUNA a aa 29 To POSS OE ihe CAA NTT sosoran laaneeda th suanade same saccade aasuaxedel ase 29 TORS Meta EV a e L E E E E E A 29 To roublosnool the expansion UN ensce Uaddesdn iaiaapaanasedewiaions 30 T aE Nlo a 30 Toubkbshooino Me FEN enansa 31 To determine why the ATA 2 does not function aeesseeesssssesrreeerrrrressrernenerinnsssrenneses 31 To determine why there is no dial tone at the A A2 essssssressssrrsssrerressrrrrsssrrrssss 32 Tooo eF T WAPI aE 32 To perform a Level 1 reset configuration reset aesssesssrsessssrresssrrrnssrsrrnesrsnnnesrennnens 34 To perform a Level 2 reset Software reSel ccsccccceeeeeeeeeeeeeeeeeeeenseeeeeeeeteneeeeeenenees 34 Software Troubleshooting 0 00sec eee eee eee eee 37 To cneek ine Hoar mM ss aceevers takextea sada desevinnss iadewinpia i adawedess aatedn as abe apnea aaRveRNNaaeEENaaS 38 To estore data Fom an UG IS sir ccsiactdaecobiceats Seascschdutddcsdenadaiscnemenadadneaniuasaeaeuis 46 To restore the Talon y conliguratO oy acccsssssaisassssnadnasssssanadees ssoasdess ionsaneay isuaeedesisusatasiaioes 47 To view the BCM450 software inventory ccccceceeeeeeeeeeeeeaaeeeeeeeeseaaeseeaaeecnaeeeteaaeeeeeas 48 To obtain updates from the Nortel Technical Support Web page cccceeeeeeeee 49 Advanced Troubleshooting 00ec cece eee nents 51 FGI Vie WIT AG eT III T dasccasicns Ceacacestacediceid e 51 Troubleshooting
61. ists the information displayed in the Software Component Version Information table Table 11 Information displayed in the Software Component Version Information table Column Description Component The name of the software component installed on the BCM450 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 BCM450 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 BCM450 you must obtain the software update and unzip the file Authorized Nortel partners can download BCM450 software updates from the Nortel Technical Support web page NN40160 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 T
62. k and then scroll to find the Knowledge Base tutorial Enter your problem statement or question in the text box Ensure that you leave spaces between the words in the statement or question 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 Click gt 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 NN40160 700 87 Chapter 11 Frequently Asked Questions The chapter provides answers to frequently asked questions Navigation Backup restore and reset operations on page 87 Password protection on page 89 Fault management on page 90 System and status information on page 91 Connectivity problems on page 95 IP addresses on page 96 Backup restore and reset operations This section contains answers to the following questions How do I back up the database on page 87 How do I restore the BCM450 from a previous backup on page 88 How do I complete a Warm Reset or Cold Reset Is it safe and will I lose customer data on page 88 How do back up the database Use the following procedure to back up the BCM450 database To perform a backup In the task panel click the Administration tab Open the Backup and Restore folder a
63. 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 NN40160 700 Chapter 3 Hardware Troubleshooting 25 Select the System folder and click the Keycodes task The Keycodes panel displays and the installed features appear in the Keycodes list To enter a new keycode click Load File Browse to where you saved the keycode file you downloaded from KRS Click Open The file uploads and the feature appears in the Keycodes list To verify the keycodes using Telset Select Feature 9 8 from a two line display telephone 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 Press NEXT to scroll through the menu and select Feature Codes Press OK The system ID SID displays Press NEXT Enter your sequence ID Press NEXT to scroll through the list and perform one or both of the following tasks a To activate features select Feature List e Press SHOW to view the available features e Use the soft keys to activate features for your system b To enter a new keycode select Entitlement Code e Press SHOW to view the current keycode e Use the soft keys to modify the keycode for your system Restart or shut down the system You can use the Reset utility in Element Manager to reboot
64. l Lines caer Cre Detads For Line 061 Properties Preferences Restrictions Astigned ONs Trunk mode Supervised Y Qialmode tone unk CO f Losspackage imaimco w Lre Turing Digt v impedance Ohma 6 amp 0 7 Select Configuration gt Telephony gt Sets gt 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 gt Utilities gt BCM Monitor and click the Launch BCM Monitor button NN40160 700 Chapter 5 Advanced Troubleshooting 53 9 Select the BCM Info tab and verify the status of the line C BCM Moniter Drewrbem201 File Statstis Help BOM Info Mode Card Voice Pote IP Devices RTP Sessie UIP Lie Mantas Usage Indoators Statistics Line Monitor Active lnet 1 tre Drecton Stant Fane User Stare Duxon Nunber and Name Vale Ines 61 Lire061 Dugang Mon Sep 24 202250 2007 4221 Drew Conmected Show af ines inching nacie T 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 e you are unable to reach a destination number when you dial it e there is no route to the destination Use the following procedure when you cannot dial out from a SIP or H323 trunk Troubleshooti
65. lephone Redirect to Loop GS DID E amp M TL lt dial string gt 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 NN40160 700 Chapter 4 Software Troubleshooting 45 Table 9 Preferences details fields for lines Sheet 3 of 3 Attribute Value Description panel Legend Loop analog digital loop GS ground start DID DID E amp M E amp M BRI BRI DPNSS DPNSS VoIP VoIP TL Target and DASS2 Note PRI fields are all included under the main 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 Details for Line 061 Schedule Norma Night Properties Preferences Line Restrictions Assigned D
66. n settings Warning If you perform a Level 2 reset to solve an undetermined problem and l i 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 BCM450 Troubleshooting Guide 34 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 A Warning Before performing a Level 1 or Level 2 reset review all the effects of the levels of reset See Reset levels on page 33 To perform a Level 1 reset configuration reset 1 5 Access the CLI For information about how to access the CLI refer to Command Line Interface on page 80 From the Configuration CLI select option 4 Configuration Reset If you are using the Maintenance CLI select option 5 Configuration Reset The LEDs will progress through the start up and shut down sequence This process may take more than 2 minutes A Staus LED that is flashing yellow and a Power LED that is solid red indicates
67. nd 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 To view an alarm Click the Administration tab 2 Open the General folder and then click the Alarms task The Alarms page opens 3 Inthe Alarms Panel table select an alarm The Alarm Details panel displays below the Alarms table NN40160 700 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 Click the Administration tab Open the General folder and then click the Alarms task The Alarms panel opens In the Alarms table select the alarm you want to acknowledge The Alarm Details panel is displayed below the Alarms table 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 frequen
68. nd 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 Click the Backup button The Backup window opens In the Optional Components table select or clear the check box for each component to include or exclude these components from the backup operation Click the OK button A warning window opens Read the warning carefully before proceeding BCM450 Troubleshooting Guide 88 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 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 Select the optional components that you want to include from the backup file 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 op
69. ng a station MBM End Determining why an MBM does not appear in Element Manager Use the following procedure if an installed MBM does not appear in Element Manager Procedure steps Step 1 2 3 Action Check that the correct feature is inclueded in your installed keycode Check that both the Power and Status LEDs on the MBM are solid green If the Power LED is off and the MBM is installed in the expansion cabinet check that the power supply cable is properly seated in the expansion cabinet and the power supply is connected to a working power outlet Ensure that the MBM is properly seated in the MBM bay If the Status LED is not solid green and the MBM is installed in the expansion cabinet check that the Expansion cable is properly seated in the Expansion port on the expansion cabinet and on the main unit Ensure that the MBM is enabled using either Element Manager or Telset Administration If the MBM is enabled disable and re enable it Ensure that all DIP switches are set correctly End Troubleshooting the FEM Use the following procedure to troubleshoot an installed fibre expansion module FEM 1 Ensure that all six connector LEDs are lit 2 If all six LEDs are not lit ensure that all six DIP switches are set to the On up position End 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 BC
70. ng example 2 1 Check that the LED indicators on the BCM Chassis are solid green 2 From the Element Manager select Configuration gt System gt Keycodes to view the list of installed features BCM450 Troubleshooting Guide 54 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 Task Navigation Panel Configuration Administration lsc Systen 10 MM Seoence key voc System Keycodes Identification Feature licenses Date and Time Status Name Data a Exprry Date t Jkeycodss ACTIVE Retail Suite IP Subsystem ACTIVE j H O Administrator Access 5 Resources folP GW Trun EE SSSA Cp Telephony ACTIVE int Analog Trur t H Data Services Int Analog Set 4 E an epee ACTIVE TIVE ANCTE Seat 4 Select Configuration gt Telephony gt Lines gt Active VoIP Lines Select the appropriate line and verify that the Control Set and Prime Set are provisioned correctly iojxi File Edit View Network Session Tools Help g g ct Ra y q Element Navigation Panel Task Navigation Panel Web Page AEE kD SE o scone amp Refresh 8 Auto retresh Active VoIP Lines 47 246 5 32 4 2406 56 54 192 167 131 3 192 167 131 31 Administrator Access 192 157 131 3 Resources anc Cait Hia 192 160 2443 Eo sets Lag tines Active Physical Lines O ni YolP Line005
71. ocumentation Documentation for the BCM450 end users to explain the end user applications and BCM450 specific tasks Table 12 Applications available on BCM450 web page Application User Administrator User Applications Mailbox Manager Desktop Assistant Pro CallPilot Unified Messaging Personal Call Manager LAN CTE Client IP Software Phone 2050 Mobile Voice Client 2050 lt lt lt lt lt lt lt lt lt lt lt lt lt lt BCM450 Troubleshooting Guide 76 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 Contact Center Applications Reporting for Contact Center N Contact Center Reporting N Y Server Multimedia Contact Center N Y IP View Softboard N Y 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 CDR Clients N Y BCM MIBs N RADIUS Dictionary SSH Client PUTTY BCM Logs N Y Digital Mobility Tools Z lt Z lt Digital Mobility Controller Z Digital Mobility Service Tool Templates Z lt Startup Profile Template Factory D
72. odes are available Maintenance CLI and Configuration CLI This section contains information about the following topics Accessing the CLI on page 80 Using the Configuration CLI on page 81 Using the Maintenance CLI on page 82 Accessing the CLI There are two methods of accessing the CLI through a serial connection through the OAM port NN40160 700 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 2 Ensure that you use the following settings e bits per second 115200 e data bits 8 e parity N e stop bits 1 e no flow control 3 Usea terminal emulation program such as Hyperterminal or Nortel CLI Manager to establish a connection to the BCM450 4 Log into the BCM450 by entering your username and password Your user account must be assigned the System CLI privilege in order to access the CLI Accessing the CLI through the OAM port 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
73. om the Knowledge and Solution Engine include the following e Bulletins Includes a listing of technical bulletins e Documentation Includes all technical documentation written for Nortel e products such as installation guides administration guides release e notes e Service Requests Includes technical support cases created within the past year The availability of service requests is based on your customer entitlement e Software Includes software patches and software releases e 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 BCM450 Troubleshooting Guide 86 Chapter 10 Useful Troubleshooting Links To use the Knowledge and Solution Engine A O N Go to the Nortel Web site www nortel com Log in using user name and password Select SUPPORT amp TRAINING 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 amp Contact section click the Help Using This Site lin
74. on unit 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 Reboot the system to ensure that the BCM450 main unit functions correctly 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 Testing an MBM Use the following procedure to test an MBM installed in the main unit or expansion cabinet If you are experiencing an issue with an FEM ensure all DIP switches are set to the On position Procedure steps Step Action 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 Go to an extension on the MBM if it is a station MBM OR NN40160 700 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 Check for a dial tone Use this extension to make a call to another extension on the system if itis a station MBM OR Make a call using the line or line pool if it is a trunk MBM Use this extension to make a call to an external telephone number if you are testi
75. oss Alarm Occurrences Start Time 1969 1 11969 12 3 OCF Out OF Frame RAI Remote Alarm Indicati NN40160 700 Chapter 5 Advanced Troubleshooting 65 12 Select Administration gt Telephony Metrics gt CBC Limit Metrics and verify calls were not denied due to exceeding CBC limits lask Navigation Panel Call By Call Limit Metrics Configuration A r nistration PRIPO 5 General Une Pool O Sytem Metrics L Telephony Metrics nais nctvay Reporter bas Turk Mode Metrics Hurt Group Metrics PSTN Fabak Metrics aM TI Utes O M Motor Sir Trace Route Ethernet Activty O Reset Diegnotk Settings IP Sat Port Detats 5 Badup and Restore LQ log O Sotware Nanagenert pat Detats fot Pool BocB Calls denied because ChC limits were exceeded Servce Type INCOMING dus to Outgoing Min dus to Incoming Max CUTGOING dus to Incoming Min Gut to Outgoing Max 13 Select Administration gt Utilities gt BCM Monitor and click the Launch BCM Monitor button BCM450 Troubleshooting Guide 66 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 Fie Statistics Help BCM Indo Media Card Voice Ports IP Devices ATP Semices UIP Lire Mandar Usage incboatere Statistics Line Morstce Active Les 1 Lre T Diecton Stat Tine T Uses State Durston
76. ou can view the log file for hardware failures Viewing the POST log file 1 Use Element Manager to transfer the log files to your PC Refer to the BCM450 Log management chapter in the BCM450 Administration and Security Guide NN40160 601 for information about how to transfer log files View the bootloader log file Check the log file for errors Figure 5 on page 28 shows a bootloader log file with no errors Figure 6 on page 28 shows a file with errors BCM450 Troubleshooting Guide 28 Chapter 3 Hardware Troubleshooting Figure 5 Example Bootloader log file with no errors 2008 07 161T 13 24 45 456 INFO BootLoader 18000 13 23 09 2008 07 16 2008 07 16113 24 45 456 INFO BootLoader 18000 13 23 09 Interface initialized 2008 07 16T 13 24 45 456 INFO BootLoader 18000 13 23 10 RAM detected 2008 07 16T13 24 45 456 INFO BootLoader 18000 13 23 10 Flash detected 2008 07 16113 24 45 456 INFO BootLoader 18000 13 23 14 Reboot Reason Software Reboot 2008 07 161T13 24 45 456 INFO BootLoader 18000 13 23 14 Ethernet MAC Address found 2008 07 16T13 24 45 456 INFO BootLoader 18000 13 23 14 PCI Bus initialized 2008 07 16T 13 24 45 456 INFO BootLoader 18000 13 23 14 Network initialized 2008 07 16113 24 45 456 INFO BootLoader 18000 13 23 14 Hard Drive tested 2008 07 16T 13 24 45 456 INFO BootLoader 18000 13 23 22 System initialized 2008 07 161T13 24 45 4
77. oubleshoot problems related to the BCM450 hardware components Navigation e Troubleshooting the BCM450 hardware on page 19 e Power on self test on page 27 e Testing basic hardware functionality on page 28 e Monitoring the boot process on page 34 Troubleshooting the BCM450 hardware Complete the following tasks in the order shown below to troubleshoot some of the common problems that you may encounter with the BCM450 hardware e Check the power source on page 19 e Check LED indicators on page 19 e Check the wiring connections on page 24 e Verify the keycodes on page 24 e Restart or shut down the system on page 25 Check the power source Begin troubleshooting the hardware by checking the power source e check the connection between the power supply and the main unit e 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 BCM450 system LEDs e System status LEDs on page 20 e LAN port LEDs on page 21 e Media bay module LEDs expansion units only on page 21 e DTM LEDs on page 22 e BRIM LEDs on page 24 BCM450 Troubleshooting Guide 20 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 The table
78. pecial access code KS ETSI Network Diversion go K 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 e the IP setis 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 e there are not enough licenses for the number of IP phones connected to the system e the number of IP sets connected exceeds the maximum the maximum is 300 e the phone is not correctly configured Verify that the number of phones does not exceed the number of licenses If there are too many phones for the number of licenses disconnect any unneccesary phones or increase the number of licenses If the number of IP sets connected to the BCM450 exceeds the maximum number of 300 it is possible that after a system reboot not all of the 300 supported sets will be able to register To resolve this problem refer to the procedure Troubleshooting example 3a on page 59 NN40160 700 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 3 Select Configuration gt Telephony Resources deregister the offline set
79. pesna me OL 5 5 eel aah hd rd ai es aa kd a A a ee an AA 80 Using the Contiquration CU ss iiaccaceveieeeuteved tarsdaei at meracere lt 81 Using the Maintenance CLI 02 00 c eee eee 82 Chapter 9 Understanding system messages 0c eee eee eee 83 Alans OOS and Taps ccc cee sc ceed cddee dee eeinhen Geb G de Oke Ree Reed 83 Reporting tor dropped calls iti dec git earning ca asa ave etic ae Dela deo sade E A 83 Chapter 10 Useful Troubleshooting Links 00 2 0 cee eee eee eee 85 NAMGSION 6 6c cetete Rak S eOr AREE SRRCR EE RRR DROS EER RR 85 PUP EE MUNN inira Pilar Cidade asian hea Sek Quin etn Sd cas Thine Ata A eee cas a aad 85 Knowledge and Solution Engine 2 ccnand ce ondvee can baa bee eae be heee ake Ss 85 Using the Knowledge and Solution Engine 0 00 c eee 85 Chapter 11 Frequently Asked Questions 0 00 cece eee eee eee eee 87 A O sporcie lan seerehainn es Rea eee Eee eee whee aw es 87 Backup restore and reset operations 000 cece ee eee ees 87 How do back up the database 0 6 cee teens 87 How do I restore the BCM450 from a previous backup 24 88 How do I complete a Warm Reset or Cold Reset Is it safe and will lose customer data 88 Paseo PIO ClO bi daxadde de aeons eee etehauuieenecaue peda gees 89 How do recover a lost password for the BCM450 00 ee eee 89 Fautimanage meise ac hh See og io tc Aiea Nieg ac oak ile A a a aap ac a ee a 90
80. pike or rail power fluctuation detected Flashing red Solid red Rail power fluctuation power monitor shutdown completed Solid yellow Solid red Power spike shutdown completed Off Off No power system is shut down Start up profile sequence Flashing yellow Flashing yellow Start up profile executing Flashing green Flashing green Start up profile completed USB device can be removed Solid green Solid green Start up profile successfully applied Solid green Solid red Start up profile failure NN40160 700 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 Table 2 LAN port and expansion port LED indicators LED Status Description Yellow left oO The LAN port is operating at 10 Mb s n LED Green right On The LAN port is operating at 100 Mb s LED 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 Med
81. ra ccmsbnnnyccnatanny sccasmburiaiesannsacansmunsebens 87 Ter restore data from th BCM450 oo isis cccccusestonduataniaaervlinadaoussebisapetusiariaaunbetieaaiatenteoend 88 Completing a warm or cold reSt risda aaiae aa S 89 Recovornngd a lost RAS cisiiusssiscdenscatsduscndatsesadsulyedieiwusdscaniwasstsauaddetiieseandussieawadstedss 89 TO viow an alan ecs A 90 TA CS An STATIN oinaan aiaa a a i ea i i aa 91 Using the Element Manager to transfer log fileS ccceseeeeeeeeeeeeeeeeeeeeeeeeeeeeeneeees 91 Capturing the current configuration i iicisiinnsiiccnssisrrsacntnecerasssdencrmachdsantroncrinecaracisamnecmausdnan 93 viewing he syslen heal irssi aE OERS 94 Viewing SPSCING process SUAS Sinks ce ccecekt sa ccadea tas ciesucdenccrsintecssciutia eea kanari aiia 94 verily the current SOM ANS revision 0 csssctaccrcsettcstennicrcereeantetaedssamdnenernbsiscaeneseiniaedeaniniaes 95 Viewing the system ID and serial number ccccceeeeeeeeeeeeeneeeeeeeeneeeeeseeeneneeeeeenenees 95 Contacting Technical Support 0c e ee eee eee eee 99 NN40160 700 Contents Chapter 1 ILPOCUCHON 165006 i0s eiuiee Ved ree wee 60s es ee hE ed rtiri een eee 9 Bl ee ee ee eaae err ee eee ee ee er ee ee 9 aT e Sau rsd dee due eco dareead HS habs eae CE LAr TO TTT 9 CHOAMZANON n 2c2d0a5 cebetdteadepidadew st e Aeeaaedoweneeaddras 9 te MOUND la che a lace ay Se ener a a E A S ERA 10 Symbols and conventions used in this guide
82. rred NN40160 700 37 Chapter 4 Software Troubleshooting Use the information in this chapter to troubleshoot problems related to the BCM450 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 BCM450 software e Verify the software version on page 37 e Verify the keycodes on page 37 e Check the programming of lines and phones on page 37 e Restoring system data on page 46 e Verify the software inventory on page 48 Verify the software version In the Element Manager select Help gt 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 24 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 e 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 e The bottom section contains three tabs The contents of the tabs may vary depending on
83. s O Dining Pian Rig Goups a Cal Sooty Mosptdty Hat Groups Col Octal Recording C Oala Services O Apckcaboes Active Sete Fred Delay Detak For DH 4221 p Line Assignment Line Pool Access Arewer Dais Mestivie Conferenang Line Pook Line Pool 11 Select Configuration gt Telephony gt Dialing Plan gt Private Network and ensure that the Private Network Type is set to CDP or UDP BCM450 Troubleshooting Guide 58 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 Task Navigation Panel Configuration Administration Wekome Private Network Settings D System Administrator Access 5 5 i ix ast Private Received numberlength 4 y Private networktype cop v CQ Telephony Private Auto DN Private network ID 3 w E Global Settings J Sets Private DISA DN Location code Active Sets Active Application DNH Inactive Dis ilk pO Lines Loops MCDN SchedUed Services VoIP io Gad Dieting Plan Local access code Virtual Private Network ID 0 Gonoral os National atcess code Zone ID 0 Public Network o wie ei Line Pools Network ICCL Routing Ring Groups TRO H Call Security Hospitaty aT KD Hunt amp oups Cal Detail Recording 3 Data Services 425 Applications Dialing Plan Private Network Privabs access code Private DN length l4 S
84. s OR To connect more than 300 IP sets configure unused Application DNs for these sets by selecting Configuration gt Telephony Resources gt Application Sets Decrease the Application DNs and increase the IPSet DN count Troubleshooting example 3b 1 Select Configuration gt Resources gt Telephony Resources and select the appropriate IP set from the list On the IP Terminal Global Settings tab ensure that the Enable Registration checkbox is selected Verify that the Global password on the BCM450 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 BCM450 Troubleshooting Guide 60 Chapter 5 Advanced Troubleshooting 4 Verify S1 S2 IP address amp Port settings on phone Port 7000 for BCM lo x File Edit View Network Session Tools Help gaja mom A Element Navigation Panel 4 Task Navigation Panel Web Page PY Validate Device Becomes amp Refresh amp Auto retresti Telephony Resources Configuration Administration 4 240 55 32 4 246 565 54 o 192 157 131 3 5 RTS i iaa 19216 131 31 ey Administrator Access 192 167 131 32 Hay Resources BAHREIN Application Resources 100 249 Media Gateways 192 160 2493 Modules a ee ee N A WA N A IP Trunks 001 8 eens S ee a NIA NIA NIA 300 399 100 Location internal Intern
85. tatus LED In service LED Loopback test LED Receive LEDs Transmit LEDs orm e OOG GO o o gt oo Ma 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 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 BCM450 Troubleshooting Guide 24 Chapter 3 Hardware Troubleshooting BRIM LEDs The BRIM has one additional LED beside each RJ
86. that a configuration reset is in progress This process may take more than 2 minutes The system reboots to the Main OS This process may take more than 2 minutes To perform a Level 2 reset software reset 1 Access the CLI For information about how to access the CLI refer to Command Line Interface on page 80 From the Configuration CLI select option 5 Software Reset If you are using the Maintenance CLI select option 6 Software Reset The LEDs will progress through the start up and shut down sequence This process may take more than 2 minutes A Staus LED that is flashing yellow and a Power LED that is solid red indicates that a software reset is in progress This process may take more than 5 minutes The system reboots to the Main OS This process may take more than 2 minutes Monitoring the boot process 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 Ensure that you use the following settings bits per second 115200 NN40160 700 Chapter 3 Hardware Troubleshooting 35 data bits 8 parity N stop bits 1 no flow control Use a terminal emulation program such as Hyperterminal or Nortel CLI Manager to establish a connection to the BCM450 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
87. the BCM450 system perform a warm reset of telephony services perform a cold reset of telephony services shut down the system Use this procedure to restart the system BCM450 Troubleshooting Guide 26 Chapter 3 Hardware Troubleshooting To restart the system Use this procedure to restart the system from the Element Manager 1 Select Administration gt Utilities gt Reset 2 Click the appropriate reset button Table 5 lists the Reset functions Table 5 Reset functions Function Description Impact Reboot BCM450 System Restarts the operating system of the BCM450 system Temporarily stops all services on the system Restarts all services This operation does not affect configuration parameters or programming Warm Reset Telephony Services Restarts telephony services running on the BCM450 system Restarts all telephony services 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 BCM450 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 i
88. the main unit is operating properly 1 A OO N Oo NOA Go to an extension that is connected to the RJ 21 telephony connector on the main unit Check for a dial tone Use this extension to make a call to another extension on the system 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 Go to an extension that has access to one of the lines on the main unit Select the line or line pool to which the line belongs Check for a dial tone Make a call using the line or line pool 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 2 Verify that any nonfunctional feature is included in your installed keycode 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 Reboot the BCM450 system Check LEDs Use Element Manager or the Telset Administration feature to check the programming for the lines or extensions that failed the call test 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 T
89. tk Network Private Network Line Pooks emma kro Groups Cal Stourty hosptaty tert Goups Cal Detail Recording C Data Services E CD Aepkcations Diakng Plan Roating p Rostes Destination Codes Second Daal Tone 1 Destination Code Norma Route Absorbed Length Wid Card 0 i 2 3 4 I oor 3 oot A oO 0 osete _ 10 Select Administration gt Telephony Metrics gt 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 Task Navigation Panel Canfiguration Administration Trunk Module Metrics Trunk Modules D General E E System Metrics PYOM Ublities Ping Reset H Logs Telephony Metrics Activity aia Ba o umidim gt CbC Limit reg Hunt Group Metrics PSTN Fallback Metrics ECM Monitor Trace Route Ethernet Activity Diagnostic Settings IP Set Port Details H E Backup and Restore ATS w Software Management Location Module Type State Loopback Test No loopback running Start Loopback Test Stop Loopback T Details for Module Expansion 1 TT renee a PNR i f m CSU AlarmHistory Performance Perfarmance History D Channel B Channels Detaib For Alarm AIS Alarm Indication Signal Alarm Indicat on Sigral 5 OF Signal LOS L
90. tly asked questions How do I capture the logs from the BCM450 on page 91 How do I capture the current BCM450 configuration on page 93 How do I find the BCM450 system health on page 94 How do I show specific process states on page 94 How do I verify current software revision on page 94 How do find the BCM450 System ID and Serial Number on page 95 How do capture the logs from the BCM450 You can capture or transfer logs from the BCM450 using Element Manager or from the BCM450 Web page When you use the BCM450 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 Click the Administration tab and then open the Logs folder Click the Log Management task The Log Management panel opens Click the Immediate Log Transfer tab In the Transfer To selection field select a storage location BCM450 Troubleshooting Guide 92 Chapter 11 Frequently Asked Questions 10 Click the Transfer button The Transfer To window opens 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 Click the OK button A transfer window opens and displays applicable warnings Click the Yes button to initiate the transfer A S
91. to Previous Menu The system returns to the main menu e 1 Hostname Provision the hostname of the system e 2 IP Address Provision the IP address of the system e 3 Subnet Mask Provision the subnet mask for the IP address e 4 Default Gateway Provision the default gateway for the system e 5 DHCP Client Mode Enable or disable the DHCP client e 6 Commit Changes Save changes to the IP settings e 7 Reload Settings Reload the existing IP settings Using the Maintenance CLI The Maintenance CLI displays when the system is in Safe OS mode The Safe OS is a diagnostic mode that you can use if the Main OS is experiencing problems No applications or telephony services are running when the BCM450 is in Safe OS mode The options available on the Maintenance CLI are 0 Exit The system exits to the Safe OS login prompt 1 Reboot into Main OS The system reboots to the Main OS 2 Shutdown The system shuts down You need physical access to the BCM450 hardware to restart the system 3 Reboot into Safe OS The system reboots to the Safe OS and waits 1 minute for you to login If you do not login within 1 minute the system changes to the Main OS 4 Transition to Main OS The system changes from the Safe OS to the Main OS without restarting 5 Configuration Reset A Level 1 reset occurs The system resets all configuration data to the factory defaults 6 Software Reset A Level 2 reset occurs The system resets all
92. trieval 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 gt System gt Keycodes and click the Connect to Nortel Keycode Retrieval System button Task Navigation Panel kapcedas Configuration Administration Wekome System D OOILFOESSIF Sequince I 9 Keytype Z System Identification Feature icenses om and Time Status Name Data Expiry Date o P Subsystem H Adninistrator Access Resources H E Telephony Dga Services 24 Applications onde Keycode Retrieval Cornect to Nortel Keycode Retrieval System 2 In the Element Manager select Help gt 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 e there is no route to the destination Use the following procedure when you cannot dial out from a digital trunk BCM450 Troubleshooting Guide 62 Chapter 5 Advanced Troubleshooting Troubleshooting example 5 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 BCM45
93. twork 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 your 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 NN40160 700 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 BCM450 Troubleshooting Guide 18 Chapter 2 Initial Troubleshooting NN40160 700 19 Chapter 3 Hardware Troubleshooting Use the tasks in this chapter to tr
94. ude ACKed alarms Web Page af ee Denke o giiia amp Refresh 8s Auto retresh Application Resources Total Resources Reserved Resources Signalling channels 4 YDI channels Ez Media channels 10 DSP resources 0 Signalling channels VDI channels 194 Media channels 1042 DSP resources 180 Application Resource Reservations Media Gateways 2 MAX N A 704 wi N A Media Gat Moice Mail CC Modity Restore Detautts Details for Application Voice Mail CC Current minimum assigned limit 0 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 Troubleshooting example 7 1 Verify that only one USB storage device is attached to the BCM450 in the bottom USB port 2 Ifa second USB storage device is attached remove it 3 Verify that there is only one partition on the USB storage device and that the software update is on the first partition The BCM450 will recognize only the first partition BCM450 Troubleshooting Guide 68 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
95. uired for the system Warning Alerts you to ground yourself with an antistatic grounding EA strap before performing the maintenance procedure P Warning Alerts you to remove the BCM450 main unit and expansion 2 unit power cords from the ac outlet before performing any maintenance procedure NN40160 700 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 BCM450 Administration and Security Guide NN40160 601 BCM450 Installation Guide System NN40160 301 BCM450 Maintenance Guide NN40160 503 Keycode Installation Guide NN40010 301 BCM450 Configuration Guide Devices NN40160 500 BCM450 Configuration Guide System NN40160 501 BCM450 Telset Administration Guide NN40020 604 CallPilot Telephone Administration Guide NN40090 500 CallPilot Contact Center Telephone Administration Guide NN40040 600 Reporting for Contact Center Troubleshooting BCM450 Troubleshooting Guide 14 Chapter 1 Introduction NN40160 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 e that your system is properly installed and routinely maintained e the configuration of your network e the normal behavior of
96. very trees on page 69 e Downloading Software on page 75 e Troubleshooting Tools on page 79 e Understanding system messages on page 83 e Useful Troubleshooting Links on page 85 e Frequently Asked Questions on page 87 BCM450 Troubleshooting Guide 10 Chapter 1 Introduction e Contacting Technical Support on page 99 Acronyms The following is a list of acronyms used in this guide Table 1 List of acronyms Acronym Description Als Alarm Indication Signal BCM Business Communications Manager BFT Base Function Tray BRI Basic Rate Interface CbC Call by Call CDR Call Detail Recording CFA Carrier Failure Alarms CIF Chassis Interface Card CLID Calling Line Identification CPE Customer Premises Equipment CSU Channel Service Unit DHCP Dynamic Host Configuration Protocol DN Directory Number DNS Domain Name Server 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 NN40160 700 Chapter 1 Introduction 11
97. your network Navigation e Proper installation and routine maintenance on page 15 e Network configuration on page 15 e Normal behavior on your network on page 16 Proper installation and routine maintenance See the BCM450 Installation Guide System NN40160 301 for detailed installation information This document also outlines the routine tasks required for operating the BCM450 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 e Site network map on page 15 e Logical connections on page 16 e Device configuration information on page 16 e 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 BCM450 Troubleshooting Guide 16 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

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