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Avaya Business Communications Manager - BCM 5.0 Troubleshooting

1. by the Disconnect timer setting BCM 5 0 Troubleshooting Guide 50 Chapter 4 Software Troubleshooting Table 16 Preferences details fields for lines Sheet 3 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 all included under the main panel Voice Message Loop GS DID E amp M BRI DPNSS _ VoIP TL comer 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 telephone 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 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 Restrict
2. Chapter 1 Introduction scsi sees ciniee etre EN Cease irrin Ce Erreser esre 9 PUNGORS coca ieee ee Shs GBH ha TRS e IRR beh GGeeO eer ed eds eo ehayaeeadetios 9 PUPNGNCG chs nade tng Sec ee tag ORE HER LS OSE Y Weta SOR tes TTESI TTT 9 CHOANIZANON 5556255 62 ices Boeke Re ese OLR EERE Cee E es 9 Ni Aik cans Sos alee Seine Veh ae age ba hw Ne Nac ade Reach co ecu hates amp 10 Symbols and conventions used in this guide 002 cece eee eee 12 Chapter 2 Initial Troubleshooting iccsccscidineeiciveecds ees esnwhsieee sen 15 WEVIAUON 64 5565 doeh any ee SQ E SEEDERS ES EEO TESS LURES ANSE ES ES Hs 15 Proper installation and routine maintenance 0000 cee eee eee 15 Notwoik COMIGUISNON nifceed fake SIG is noi SES LEE 64 aR ASEE Era 15 SHE NEWOKMAP oriako res tin cio 4 ich Wh eee thd Saeed 15 Logical CONNECHONS seer coe cme eee SEER SERRE ERE OR RS 16 Device configuration informati n 2 62084 cc es everg sods eee eeeer ea ee gees 16 Other important data about your network 00 0c eee eee eee 16 Normal behavior on your network 00 0 cee ees 16 Chapter 3 Hardware Troubleshooting 000es eee e eee eee eee eee 17 HAVOC tones euearaheeec Serna eles iuecpereeateeeareere ETIE 17 LAN IF Packet Capture s gc ccceceeeke eebiadbentagee sake ieee eieesdaeds 17 Troubleshooting BCM hardware 2 00 c cece eee 18 Check the power SOUICE ccc cakis case se see eo ee de ane es esse eee e wae 18 Check LED
3. Example 10 VLAN interfaces cannot communicate with external devices When VLAN interfaces cannot communicate with external devices you can notice the following problems in your network e The network is not connected to the appropriate BCM LAN port e The remote VLAN endpoint is not configured with the same VLAN ID as on the BCM e The remote VLAN endpoint is configured on the same VLAN ID as on the BCM but their subnet IP address differ Use the following procedure when VLAN interfaces cannot communicate with external devices 1 Select the Ethernet Activity option from the Element Manager 2 Verify the BCM LAN port connectivity and traffic forwarding statistics Note The statistics of the Layer 2 switch ports do not differentiate between normal LAN traffic and VLAN traffic NN40170 700 73 Chapter 6 Recovery trees The information in this chapter applies to the BCM450 platform only This chapter provides recovery trees for common troubleshooting scenarios Navigation e System is not processing calls on page 73 e Start up profile fails on page 74 e Cannot access BCM450 through Element Manager on page 75 e BCM450 shuts down unexpectedly on page 77 System is not processing calls Use the following flowchart when the BCM450 is not processing calls BCM 5 0 Troubleshooting Guide 74 Chapter 6 Recovery trees Figure 19 System is not processing calls Launch BCM Start up profile fails
4. Have you recently changed or upgraded your system your network or a custom application For example has any configuration or code been changed BCM 5 0 Troubleshooting Guide 106 Chapter 12 Contacting Technical Support 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 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 softw
5. Ping Details for Module Expansion 1 Trace Route Ethernet Activity CSU AlarmHistory Performance Performance History D Channel B Channels Pasek Alarm History Diagnostic Settings e Wiens Detaib for Alarm AIS Alarm Indication Signal IP Set Port Details Ge Bacup and Restore AI Alarm Indicaton Sigra Logs it O35 Loss OF Signal Alarm Occurrences w Software Management OCF Out Of Frame Start Time IRAI Remote Alarm Indicati 1909 12 31 16 59 59 1969 12 31 16 59 59 1199 12 31 16 59 59 9 12 31 16 59 59 10 17 22 45 54 NN40170 700 Chapter 5 Advanced Troubleshooting 69 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 PRI Pools 2 General Uhe Fool F CO Sytem Metrics SLI Telephony Metrics nctvay Reporter pas irunk Midde Metrics o Hurt Group Metrics PSTN Falback Metrics Pym TI Utes O oM Motor rr Trace Route Ethernet Activty Reset Kiegnowtik Settings O IP Sat Peet Detats O Badup and Restore Lp Log HD Sotware Managenert i Detads fot Pool BlocB Calls dented because ChC limits were exceeded Servee Type INCOMING dus to Outgoing Min dus to Incoming Max CUTGOING due to Incoming Min Gus to Outgoing Max 13 Select Administration gt U
6. Task Navigation Panel Configuration Administration wetone 9 Sytem E O Adewristr ator Access Resources a Teephony 2 Gobal Settings Sas pire Bigs Schedued Services O Dialina Plan Grea os Punic Network Private Netmork ure Poos o zua Ring Goups gt Cat Senrty Hosptalty Hurt Groups Cal Detal Recading 4 4 Dats Serves E O Appications Dialing Plan Routing Routes Destination Codes Second isl Tone Routes Rate External Number Lee Pool ON Type Service Type Service ID 8 Select Configuration gt Telephony gt Dialing Plan gt Routing and select the Destination Codes tab Verify that the destination code is configured correctly NN40170 700 Chapter 5 Advanced Troubleshooting 61 Note Ensure that the Absorbed Length is configured to the expected dialing plan y i 9 Select Configuration gt Telephony gt Sets gt Active Sets and select the Line Access tab BCM 5 0 Troubleshooting Guide 62 Chapter 5 Advanced Troubleshooting 10 Highlight the appropriate set and select the Line Pool Access tab Verify that the set has access to VoIP trunks Task Navigation Panel en Configuration Administration weikomme E System Teephorry H U Gebel Settirp a 3 Sets e Acte Application Of inative Otis OAW lines Loops Schodiied Services O Dialing Pan Arg Gop a Cal Seourty Mospealty Hant Groups Col
7. http www nortel com downloadingcontent NN40170 700 83 Chapter 8 Troubleshooting Tools The information in this chapter applies to both the BCM50 and the BCM450 platforms running BCM 5 0 The BCM system provides several tools that you can use to diagnose problems Navigation e Service Management on page 83 e Status and Metrics on page 83 e Utilities on page 84 e Command Line Interface on page 84 for BCM450 only Service Management You can use the Element Manager to view a list of the services that are running on your BCM system For more information about service management on BCM 5 0 see BCM 5 0 Administration and Security Guide NN40170 603 Status and Metrics You can use the Element Manager to view detailed information about the performance of the BCM and about the performance of system resources You monitor system status using the following tools e QoS Monitor QoS Monitor monitors the quality of service QoS of IP trunk services e UPS Status The Uninterruptible Power Supply UPS feature provides monitoring of the power source and the battery backup e 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 BCM 5 0 Administration and Security Guide NN40170 603 You can monitor system performance using the following tools e Activity Reporter Basic Gene
8. 18000 13 23 14 PCI Bus initialized 2008 07 161T 13 24 45 456 INFO 2008 07 16113 24 45 456 INFO 2008 07 167T13 24 45 456 INFO BootLoader 18000 13 23 14 Network initialized BootLoader 18000 13 23 14 Hard Drive tested BootLoader 18000 13 23 27 usb reset run bemboot 2008 07 16113 24 45 456 INFO BootLoader 18000 13 23 22 System initialized 2008 07 167T 13 24 46 653 INFO BootLoader 18000 Finished processing boot loader log The figure Example Boot file with errors on page 32 shows a file with errors Figure 11 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 Bootloader 18001 Self test was unable to provide results Flash memory may be malfunctionin g 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 BCM system and how to troubleshoot them if they fail the test The table Procedures to test and troubleshoot BCM platform components on page 32 lists the procedures to use to help isolate and identify problems with your BCM hardware Table 13 Procedures to test and troubleshoot BCM platform components Procedure Supported on BCM450 Supported on BCM50 To test the main unit on page 33 yes yes To tr
9. BCM 5 0 Troubleshooting Guide 108 Chapter 12 Contacting Technical Support NN40170 700
10. BCM 5 0 Troubleshooting Guide BCM 5 0 Business Communications Manager Document Status Standard Document Number NN40170 700 Document Version 01 01 Date August 2009 NORTEL Copyright 2009 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 Sourced in Canada Task List INTPOGUCHON 5 66 ieee cis aks cen We eee aed ces Gcediac sceuwe te eacnn cs 9 Initial Troubleshooting cccccedccstceenneessee neers eenneneeennne 15 Hardware Troubleshooting 00cese cece ee eee eee eee 17 To verify the keycodes using Element Managet cccssccceeeesscccceeeeeseeeeeeeseeneeetenees 28 To verify the keycodes using Telset occ cciesacccsscesscchentetsadoes neetsacuadeesveceesuney aackeuteetsccnniennsen 28 TO restan Ihe SYST is ccc ccoscs
11. 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 DES Digital Encryption Standard DHCP Dynamic Host Configuration Protocol DN Directory Number DNS Domain Name Server DNIS Dialed Number Identification 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 NN40170 700 Chapter 1 Introduction 11 Table 1 List of acronyms Acronym Description OOF Out of Frame PPP Point to Point Protocol PRI Primary Rate Interface PBX Private Branch Exchange PSTN Public Switched Telephone Network PVQM Proactive Voice Quality Monitoring QoS Quality of Service RAI Remote Alarm Indication RTP Real time Transport Protocol SFTP Secure File Transfer Protocol SNMP Simple Network Management Protocol SSH Secure Shell SSL Secure Socket Layer UAS Unavailable Seconds UPS Uninterrruptable Power Supply USB Universal Serial Bus VoI
12. The information in this chapter applies to both the BCM50 and the BCM450 platforms running BCM 5 0 This chapter provides answers to frequently asked questions Navigation Backup restore and reset operations on page 93 Password protection on page 95 Fault management on page 96 System and status information on page 97 Connectivity problems on page 101 for BCM450 only IP addresses on page 102 Backup restore and reset operations This section contains answers to the following questions How do I back up the database on page 93 How do I restore the BCM from a previous backup on page 94 How do I complete a Warm Reset or Cold Reset Is it safe and will I lose customer data on page 94 How do back up the database Use the following procedure to back up the BCM450 database To perform a backup 1 2 In the task panel click the Administration tab Open the Backup and Restore folder and then click Backup The Backup panel opens and displays the Immediate Backup tab In the Backup To selection field choose a destination for the backup archive 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 BCM 5 0 Troubleshooting Guide 94 Chapter 11 Frequently Asked Questions Click the OK button A warning window opens Read the warning carefully before proceeding
13. 1 Click the Administration tab 2 Open the General folder and then click the Alarms task The Alarms page opens NN40170 700 Chapter 11 Frequently Asked Questions 97 5 In the Alarms Panel table select an alarm The Alarm Details panel displays below the Alarms table 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 To view a column by ascending or descending order click the column heading To acknowledge an alarm 1 2 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 frequently asked questions How do I capture the logs from the BCM on page 97 How do I capture the current BCM configuration on page 99 How do I find the BCM system health on page 100 How do I show specific process states on page 100 How do I verify current software revision on page 100 How do I find the BCM450 System ID and Serial Number on page 101 H
14. selection Note Power LED has priority over Status LED Power on self test BCM450 only The information in this section applies to the BCM450 platform only 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 You 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 For more information about how to transfer log files see Nortel Business Communications Manager 5 0 Administration and Security NN40170 603 View the bootloader log file Check the log file for errors The figure Example Bootloader log file with no errors on page 32 shows a bootloader log file with no errors BCM 5 0 Troubleshooting Guide 32 Chapter 3 Hardware Troubleshooting Figure 10 Example Bootloader log file with no errors 2008 07 161 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 16T13 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 161T13 24 45 456 INFO BootLoader 18000 13 23 14 Reboot Reason Software Reboot 2008 07 16113 24 45 456 INFO BootLoader 18000 13 23 14 Ethernet MAC Address found 2008 07 16113 24 45 456 INFO BootLoader
15. BCM and then click Go The login screen opens Log on to the BCM using the same user name and password that you use to log on to a BCM using the Element Manager The BCM Web pages appear 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 NN40170 700 Chapter 11 Frequently Asked Questions 99 10 Click the Save button The Save As screen opens 11 Specify the location where you want to save the log file transfer and enter a name for the file in the File Name field 12 Click the Save button The file is saved How do capture the current BCM configuration You can create a programming file that contains the current settings of all or part of your Element Manager data These files can be saved in either HTML or Excel spreadsheet format You can access the programming record in the same way you access any other HTML file or by using Excel version 2002 or later for the spreadsheet format A programming record that contains the factory default settin
16. BCM450 platforms running BCM 5 0 Use the information in this chapter to find additional reference information when you are troubleshooting a problem with the BCMS 0 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 91 e Knowledge and Solution Engine on page 91 Partner Bulletins To locate Partner Bulletins visit the Nortel Partner Information Center http www nortel com pic Knowledge and Solution Engine The Knowledge and Solution Engine allows you to search an entire database of Nortel technical documents troubleshooting solutions software and technical bulletins The document types available from the Knowledge and Solution Engine include the following 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 la
17. Click the Yes button to proceed A progress window opens When the backup is complete the Backup Complete message appears Click the OK button How do I restore the BCM from a previous backup Use the following procedure to restore the BCM database To restore data from the BCM 1 2 In the task panel click the Administration tab 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 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 Click the Yes button to proceed A progress window opens When the operation is complete the Restore Complete window opens Click the OK button How do I 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 reboot the BCM system perform a warm reset of telephony services perform a cold reset of telephony services for the BCM450 shut down the system for the BCM50 perform a cold reset of the router For a description of the impact on the system of each of these resets see Reset functions on page 29 Use this procedu
18. To identify problems you can use a baseline analysis which is an important indicator of overall network health A baseline serves as a useful reference of network traffic during normal operation which you can then compare to captured network traffic while you troubleshoot network problems A baseline analysis speeds the process of isolating network problems By running tests on a healthy network you compile normal data for your network This normal data can then be used to compare against the results that you get when your network is experiencing trouble For example ping each node to discover how long it typically takes to receive a response from devices on your network Capture and save each device s response time and when you are troubleshooting you can use these baseline response times to help you troubleshoot NN40170 700 17 Chapter 3 Hardware Troubleshooting The information in this chapter applies to both the BCM50 and BCM450 platforms running BCM 5 0 Perform the tasks in this chapter to troubleshoot problems related to the BCM50 and BCM450 hardware components Navigation e Troubleshooting BCM hardware on page 18 e Power on self test BCM450 only on page 31 e Testing basic hardware functionality on page 32 e Monitoring the boot process BCM450 only on page 41 LAN IP Packet Capture Use the LAN IP packet capture feature to help isolate and resolve voice applications set up issues You must have DataAdmin privile
19. Use the following flowchart when the start up profile of the BCM450 fails NN40170 700 Chapter 6 Recovery trees 75 Figure 20 Start up profile fails Start up profile fails flashing red a profile i att i d int 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 BCM 5 0 Troubleshooting Guide 76 Chapter 6 Recovery trees Figure 21 Cannot access BCM450 through Element Manager Manager Correct the information and anager validate in Element Manat conn Correct IP settings or Element Manager NN40170 700 Chapter 6 Recovery trees 77 BCM450 shuts down unexpectedly Use the following flowchart when the BCM450 shuts down unexpectedly Figure 22 Unexpected shutdown Status LED is blinking amber BCM 5 0 Troubleshooting Guide 78 Chapter 6 Recovery trees NN40170 700 79 Chapter 7 Downloading Software The information in this chapter applies to both the BCM50 and BCM450 platforms running the BCM 5 0 Use the information in this chapter to download BCM software Navigation e Downloading software from the BCM system webpage on page 79 e Downloading software from the Nortel web site on page 82 Downloading software from the BCM system webpage The BCM system web page facilitates the download of applications
20. Y Activity Reporter N Y Contact Center Applications Reporting for Contact Center N Y 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 Y CDR Clients N Y BCM MIBs N Y RADIUS Dictionary SSH Client PUTTY N Y BCM Logs Y Digital Mobility Tools Digital Mobility Controller N Y Digital Mobility Service Tool N Y Templates Startup Profile Template N Y Factory Default Programming N Y Record BCM 5 0 Troubleshooting Guide 82 Chapter 7 Downloading Software To download software from the BCM Web page 1 Connect to the BCM Web page Ifthe BCM is installed on the network use a browser and type in the BCM IP address as the URL in the following format http KxXX XXX XXX XXX Ifthe BCM is installed but not yet configured connect directly to the BCM through the OAM port and using a browser type the following http 10 10 11 1 Enter the user name and password to be authenticated on the BCM 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
21. 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 network When you are familiar with the performance of your network when it is fully operational you can be more effective at troubleshooting problems that arise To understand the normal behavior of 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
22. can 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 84 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 can take more than 2 minutes A Status LED that is flashing yellow and a Power LED that is solid red indicates that a software reset is in progress This process can take more than 5 minutes The system restarts to the Main OS This process can take more than 2 minutes Monitoring the boot process BCM450 only 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 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 Restart the system and observe the boot process Figure 14 shows an example of a boot process when there is failed or missing memory Figure 15 shows an example of a boot process when there is a failed or missing hard drive If the system starts normally the CLI login prompt displays when the boot cycle is complete BCM 5 0 Troubleshooting Guide 42 Chapter 3
23. documentation and other information necessary for running the BCM platform and its services You connect to the BCM system web page by typing the IP address of your BCM system device into your browser A valid user name and password are required in order to access the web page The BCM system 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 19 that are available to the end users of the BCM platform e Business Applications Applications listed in Table 19 that are available to business users of the BCM platform e Administrator Applications Applications listed in Table 19 that are available to BCM platform administrators e Documentation Documentation for the BCM450 end users to explain the end user applications and BCM platform specific tasks Table 19 Applications available on BCM system Web page Application User Administrator User Applications Mailbox Manager Desktop Assistant Pro CallPilot Unified Messaging Personal Call Manager LAN CTE Client lt lt lt lt lt lt lt lt lt BCM 5 0 Troubleshooting Guide 80 Chapter 7 Downloading Software Table 19 Applications available on BCM system Web page Application User Administrator IP Software Phone 2050 Y Y Mobile V
24. 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 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 Check that the switches on the MBM are all set to on If the MBM is a GASM or GATM all the switches on the right are not on To check the MBM switches you must remove the MBM from the expansion unit Perform a firmware download to ensure that the correct version is loaded on the ASM GASM or GATM unit Use Element Manager or Telset Admin to check the programming for the lines or extensions connected to the MBM Restart the system to ensure that the BCM450 main unit functions correctly If the programming i
25. se ccentvass thawntersuadaniwes vacenmnrnsteca veenaucnenave ns cede sbaveucnacauesviccaavanaans 29 viewing the POST log Ip epee ee ene ete er err eon enter ire Meer a ene Meee RTT errr eter 31 WO ROSE ihe maiti WE ricirca ni En E VERTA AA 33 Totroublesh ot the meai Unitaire RNa Eaa e 33 TO TEST IG GX OISION WIE seriinin tecassarsccnesumespacensnds aaa EREE A RENAE 34 To troubleshoot the expansion Unit cts sce seuss ccennenn daca omnes seed etme sacdeuneun eaen 34 Testing an MBM ss scccecndsskcccesarstaces uns ecestnns nccadnatdy sheasasenstadeetuassccdaamuiucameeuved stedaakuveutaaseaniis 35 Determining why a BCM450 MBM does not appear in Element Manager 200 35 Determining why a BCM50 MBM does not appear in Element Manager 00 36 Troubleshooting the FEM on the BCM450 c ccccsceeeeseeeeeneeeeeaeeeenaeeeeeaeeeseaeeeseaeeetaas 36 To determine why the ATA 2 does not fUNCtiON cceeeeeeceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeneneaes 36 To determine why there is no dial tone at the ATA2 eeeceeceeeesseeeeeeeenneeeeetenteeeeeeteaae 37 TG check the ALAS WiN csaccccccossessccesnszesscormscarecccenunevvccenseas Ra r RESE NEAS 37 To perform a Level 1 reset configuration reset ccceceeeeeeeeeeeeeeeeeeeeeeeeeeaeeeeeaeeeeee 41 To perform a Level 2 reset software reset cccccessccceeeenseeeeessseeeeesssneeeeessetaeeeeseees 41 Software Troubleshooting 6 00sec eee eee eee eee 43 PVC in
26. status of the line C BCM Moniter Drewzben201 Fie Statetics Help BOM Info Mode Card Voice Pots IP Devices RTP Sessie UIP Line Manio Usage indostors Statistica Line Mondor Active Lines 1 Lre Direction Stan Tave User Sure Dupon Nunber and Name Viable ines 61 Lre061 Dugang Mon Sep 24 202250 2007 4221 Drew Corrected Show al ines inchaing nache 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 Troubleshooting 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 BCM 5 0 Troubleshooting Guide 58 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 Active YoIP Lines Line Trunk Type Name Control Set Line Type Pub Received 221 221 001 VoIP Line001 Pool Bloc NJA 002 VoIP Line002 221 Pool Bloc amp 221 NJA Var aT r e NA 004 VoIP Line004 221 Pool Bloc 221 N A 005 VoIP LineOOS 221 Pool Bloc4 221 NJA 006 VoIP Line0
27. system you can exclude services that would be affected Alternatively you can include these services and perform a backup at a time when the system is typically not in use To restore data from an archive 1 Inthe task panel click the Administration tab 2 Open the Backup and Restore folder and then click Restore The Restore panel opens The Restore From selection field has BCM as a default value 3 In the Restore From selection field select the location of the archive file to restore 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 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 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 NN40170 700 Chapter 4 Software Troubleshooting 53 Restoring the factory configuration Caution A restore operation is a service affecting operation A number of services running on the BCM system are stopped and then restarted using the restored configuration or application data A reboot is required if you choose Keycodes as a restor
28. 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 reset occurs The system resets all configuration data to the factory defaults NN40170 700 Chapter 8 Troubleshooting Tools 87 e 6 Software Reset A Level 2 reset occurs The system resets all configuration data and software to the factory defaults BCM 5 0 Troubleshooting Guide 88 Chapter 8 Troubleshooting Tools NN40170 700 89 Chapter 9 Understanding System Messages The information in this chapter applies to both the BCM50 and the BCM450 platforms running BCM 5 0 The BCM5 0 generates alarms logs traps and other system messages that you can use to troubleshoot problems Alarms logs and traps For information about system messages alarms logs and SNMP traps see Nortel Business Manager 5 0 Fault and Performance NN40170 701 For more information about specific alarms see Nortel Business Communications Manager 5 0 Alarms Reference NN40170 702 Reporting for dropped calls You can specify the level of system reporting that you require for released ISDN
29. terminal block or at the patch panel For more information on wiring connections refer to Nortel Business Communications Manager 450 5 0 Installation System NN40170 303 or BCM50 5 0 Installation and Maintenance NN40170 305 Verify the keycodes If a specific feature is not functioning verify that the feature is included in your installed keycodes This section provides procedure for verifying the installed keycodes using either Element Manager or Telset For more detailed information about retrieving and entering the keycode for your system see the Keycode Installation Guide NN40010 301 To verify the keycodes using Element Manager 1 2 In the Task Navigation Panel select the Configuration tab 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
30. 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 Configuration Administration Wekome i tne Trunk Type Name Control Set Line Type Prime Set Pub Recenwed O System we tA has VA O Adrinistrator Access Line0s2 4221 PoolsA 421 BD Resources Line063 4221 PoolA 421 5 Telephony r LineOt 4 4221 Pool 4221 5 O kba Settings 2 Sets O lines Active Physical Lines Active VoIP Lines Target Lines inativa Lines Al Lines Loops Schediied Services E Diatrg Phan Ring Groups a O Cal Securty Hosptalty lark Groups Col Detal Recording Date Services t gt Foptcanions Copy Paste Details For Line 061 Properties freferences Restrictions Astigned DNs Trunkmode Supervised vV Daimode Tone ukatco C Losspackage imaimco tre Turing Digt v impedance Ohms 6 amp 0 7 Select Configuration 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 NN40170 700 Chapter 5 Advanced Troubleshooting 57 9 Select the BCM Info tab and verify the
31. this time as the Save All Data function is actively writing into the file specified until the function is complete How do find the BCM 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 BCM 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 Utilities BCM Monitor and click the Launch BCM Monitor button 1 Select the Usage Indicators tab How do I show specific process states Use the following procedure to view specific process states Viewing specific process states 1 Select Administration General Service Manager The Service Manager page opens Services are displayed in the Services table How do I verify current software revision Use the following procedure to view the current software revision NN40170 700 Chapter 11 Frequently Asked Questions 101 Verify the current software revision 1 Select Configuration System Identification Task Navigation
32. 0170 303 This document also outlines the routine tasks required for operating the BCM50 and 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 BCM 5 0 Troubleshooting Guide 16 Chapter 2 Initial Troubleshooting Logical connections With virtual LANs VLANs you must know how your devices are connected logically as well as physically Device configuration information You should maintain online and paper copies of your device configuration information Ensure that all online data is stored with your site s regular data backup If your site does not have a backup system copy the information onto a backup disk such as a CD or zip disk and store the backup disk at an offsite location Other important data about your network For a complete picture of your network have the following information
33. 06 221 Pool Bloc4 221 NJA 007 VoIP Line007 221 Pool Bloc 221 Nia 008 VoIP Line008 221 Pool Bloc 221 NJA Copy Paste Renumber Details For Line 003 Preferences Restrictions Aux ringer D Distinct rings in use None NN40170 700 Chapter 5 Advanced Troubleshooting 59 4 Select Configuration gt Telephony gt Line gt Active VoIP Lines Select the appropriate line and verify that the Control Set and Prime Set are provisioned correctly Keycodes System ID BBCXTRZCIGSK Sequence 5 Key Type 3 Date Stamp 2009 06 15 Region Global SW Version Nortel BCMS0 Release 5 Manufacturing SW version 450 05 Feature licenses Status Name Data Expiry Date ACTIVE EC ACTIVE ax M ACTIVE Load Keycode File Download Credit Proof File Keycode Retrieval Connect to Nortel Keycode Retrieval System 5 Select Configuration gt Resources gt Telephony Resources and select the appropriate trunk BCM 5 0 Troubleshooting Guide 60 Chapter 5 Advanced Troubleshooting 6 Click the Add button to open the Add Remote Gateway dialog box Verify that the remote gateway is configured correctly jAdd Remote Gateway a xi 4 o i a E QoS Monfor f Tx Threshold ee are See 7 Select Configuration gt Telephony gt Dialing Plan gt Routing and select the Routes tab Verify that the route is configured correctly
34. 40170 603 Nortel Business Communications Manager 450 5 0 Installation System NN40170 303 Nortel Business Communications Manager 450 5 0 Maintenance NN40170 503 BCM50 5 0 Installation and Maintenance NN40170 305 Keycode Installation Guide NN40010 301 Nortel Business Communications Manager 5 0 Configuration Devices NN40170 500 Nortel Business Communications Manager 5 0 Configuration System NN40170 501 Telset Administration Guide NN40070 604 CallPilot Telephone Administration Guide NN40170 601 CallPilot Contact Center Telephone Administration Guide NN40170 600 BCM 5 0 Troubleshooting Guide 14 Chapter 1 Introduction NN40170 700 15 Chapter 2 Initial Troubleshooting The information in this chapter applies to both the BCM50 and the BCM450 platforms running BCM 5 0 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 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 For more information about detailed installation information see Nortel Business Communications Manager 5 0 Installation System NN4
35. 91 Fanner BUGIS cceccey eed y bebe PRS SPH ede ERS Se EERS EARS SERES 91 Knowledge and Solution Engine 2 20 cc cued coe dees ieee iesta mida es 91 Using the Knowledge and Solution Engine 0200e cee eee 92 Chapter 11 Frequently Asked Questions 00 c cece eee eee eee eee 93 NeViEW 2 4 ecrtiiads bueke sak beatae wks sah ae seam eat aa eA 93 Backup restore and reset operations 002 0 cee eee 93 How do back up the database 000 es 93 How do I restore the BCM from a previous backup 000000 94 How do complete a Warm Reset or Cold Reset Is it safe and will lose customer data 94 Passo POON vie Rue eee he ere ee eam AREENA DORREAN 95 How do recover a lost password for the BCM 0 00 eee n ees 95 Faut Monge jo6 6 in des Chas SRLS SOR h SSE EEA Ge oe doe Oe EE 96 How do I view Alarms Can acknowledge and clear them 96 System and status information 02000 c eee eee es 97 How do I capture the logs from the BCM 0 000 c eee eee 97 How do capture the current BCM configuration 0000 eee 99 How do find the BCM system health 0 000 c eee eee 100 How do show specific process states 0 0 cee ee 100 How do verify current software revision 0 ee 100 How do find the BCM450 System ID and Serial Number 101 Connectviy oDe oi sueiiasras wk Owed deed Woe betes
36. Assigned DNs on page 51 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 for more information see Restoring system data on page 52 Trunk Line data The top level Table View panel shows line records for all lines active on the system and the common assigned parameters NN40170 700 Chapter 4 Software Troubleshooting 45 The table Trunk Line Data main panel on page 45 describes the fields found on the Trunk Line Data main panel Table 14 Trunk Line Data main panel Sheet 1 of 2 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 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 characters 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 us
37. BM 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 BCM 5 0 Troubleshooting Guide 36 Chapter 3 Hardware Troubleshooting Determining why a BCM50 MBM does not appear in Element Manager 1 Check that the correct feature for the expansion unit is included in your installed keycode 2 Check that both the Power and Status LEDs on the MBM are solid green e Ifthe Power LED is off check that the power supply cable is properly seated in the expansion unit and the power supply is connected to a working power outlet Also check that the MBM is properly seated in the expansion unit e Ifthe Status LED is not solid green check that the expansion cable is properly seated in the expansion port on the expansion unit and on the main unit 3 Check that the MBM and expansion unit are enabled using either Element Manager or Tels
38. Celal Recording U Owa Services 1 Accicaboss Active Sete Line Access Capabilities and Preferences Restrictions E Adranastr tor Access t O Resources pa va PIS vas 426 x 2 gt Detak for DN 4221 Line Assignment Une Pool Access Aanewer D is _ MeetMe 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 Note In this example the dialing plan is configured for a CDP Network with the recommended minimum 4 digit Private DN length NN40170 700 Chapter 5 Advanced Troubleshooting 63 Task Navigation Panel Configuration Administration Wekome 3 System 455 Administrator Access EO Resources Telephony E Global Settings J Sets Active Sets Active Application ONY inxtive DNs AIK O Unes Loops SchedUed Services J Dialing Plan Gonoral o Public Network o ite ed Line Pools Routing Ring Groups H Call Security Hospitaty Hunt Goups Coal Detail Recording C Data Services 45 Applications Dialing Plan Private Network Private Network Settings Private Received number length Private Auto DN Private DISA DN Privates access code MCDN Local access code National atcess code Special access code Network ICCL TRO TAT ml B Private network type cop w Private networkID 3 w Location c
39. Hardware Troubleshooting Figure 14 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 L1 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 15 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 0O 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 Occurred NN40170 700 43 Chapter 4 Software Troubleshooting The information in this chapter applies to both the BCM50 and the BCM450 platforms running 5 0 Us
40. MOCHO rric eir 685009964 peste ee bac seesteeds dean Ee ss 19 Check the wiring CONMECHONS 4 2 05 2 ee eek eek eee eee en ed bee 27 Venfy the keycodes 2 221 ceecct eee seed ene eee ee en AEE eei wee REE 28 Restart or shut down the system 4 6s bese e bed ee eb week bedmaeewets 29 Power on self test BCM450 only 0 000 cee eee eee 31 Testing basic hardware functionality 0 0 c eee ee eee 32 Resetto lactoty BRUNO dete den cece Conard deeded eee Reka eas 37 Command Line IMetace lt sscscicewereehscheeeas eadbeeeweseeeknes nee s 39 Monitoring the boot process BCM450 only 0 000 c eee eee 41 Chapter 4 Software Troubleshooting 2 00 e eee eee eee eee eens 43 NOON cctatcadoaisdeeeedecenenteiverepeewr ee ren een ere aus 43 Verify the soltware version aio caces oe56 4 S444 9 SR 0S RS EL RRIY skerdari 43 BCM 5 0 Troubleshooting Guide 6 Contents MENS Wie MeVGOUSS oat cigeedboegieyedaGerespecw send iehdaaeed dows eaee 43 Check the programming of lines and phones 0 00 c cence eens 43 Check line programming 0 ccc cab ew dea ee kee eke ee dee 44 THNWLING Male ac cches cen ie ogeenime Hie ehE oan i bese ede tiene aggns 44 POPISE 24 5 cRal Ka Reg ORR E HEN eae Ob OEGE ASS ESSE DEAT AAE REE 46 a e ocuwcncieuee weed Ree e ET den ada weer eeree Reus 47 RSSIICNONS cok icteeanGorns eek nee obbereeheaedh ee eae bodaeer eens 50 Peed DUE T aes eae eh ie Bes ee eked Roe token eek Ee 51 Re
41. Ns Enter the restriction filter number that applies to each schedule controls outgoing calls Enter the restriction filter that applies to each schedule This setting provides call controls for incoming calls over a private network or from remote user dialing in over PSTN The Assigned DNs tabbed panel displays the DN properties for lines that are assigned to telephones This information can also be configured on the DN record Any information added deleted or modified in this table reflects in the DN record Note Lines that do not allow single line assignment such as PRI lines and VolP lines will not display this tabbed panel BCM 5 0 Troubleshooting Guide 52 Chapter 4 Software Troubleshooting 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 Nortel Business Communications Manager 5 0 Administration and Security NN40170 603 Restoring data from an archive Caution A backup operation can interrupt services running on the BCM A warning displays whenever the backup will cause a service interruption If you want to perform a backup that does not affect the
42. P Voice over Internet Protocol VLAN Virtual Local Area Network VPN Virtual Private Network WAN Wide Area Network BCM 5 0 Troubleshooting Guide 12 Chapter 1 Introduction Symbols and conventions used in this guide These symbols are used to highlight critical information for the BCM 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 or where the administrator needs to make a decision about the level of security required for the system Warning Alerts you to ground yourself with an antistatic grounding strap before performing the maintenance procedure K Warning Alerts you to remove the BCM main unit and expansion unit power cords from the ac outlet before performing any maintenance procedure Ka NN40170 700 Chapter 1 Introduction 13 Related publications are listed below For more information see Nortel Business Communication Manager Documentation Roadmap NN40170 119 Nortel Business Communications Manager 5 0 Administration and Security NN
43. Panel Configuration Administration Welcome E System Bi centification Date and Time 1 Keycodes IP Subsystem Telephony Regions 9 Administrator Access EJ Resources 9 Telephony fe Data Services E Applications id feel on it I System Identification Model System name System software version Country or region BCM450 bem450 9 0 nightly 415 i North America How do find the BCM450 System ID and Serial Number Use the following procedure to view the system ID and serial number Viewing the system ID and serial number 1 Select Administration General Hardware Inventory 2 Click the BCM450 System tab Tesk Mavigation Panel Hardware Inventory Configuration age gams SOY irap Lestratce Service Manager tec gygor meS 5 z leepnony Metncs Utapes dy VRCHUD ana FrestOre Logs rm semngs BOM Main Und G Type BOM System Devices Adore norman Connectivity problems This section answers the following question ry 23 Sonware Marvagernert Customer stot D OOOO e What is an Ethernet loop and how do I avoid creating one on page 102 BCM 5 0 Troubleshooting Guide 102 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 Et
44. RI port LEDs on main unit BRI series only on page 24 e Media bay module LEDs on page 25 e DTM LEDs on page 26 e BRIM LEDs on page 27 Not all MBMs are supported on all platforms For details on which MBMs are supported on each platform see Nortel Business Communications Manager 450 5 0 Installation System NN40170 303 Nortel Business Communications Manager 450 5 0 Maintenance NN40170 503 or BCM50 5 0 Installation and Maintenance Guide NN40170 305 BCM450 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 LED states with descriptions of LED combinations 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 BCM50 system status LEDs The information in this section applies to the BCM50 platform only The two system status LEDs on the BCM50 main units BCM50 BCM50a BCM50e BCMS0b BCM50ba and BCM50be show the current state of the BCM50 system You can view the system status LEDs on the faceplate and on the top of the main unit as shown in the f
45. 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 86 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 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
46. al 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 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 A WG or less Do not use bridge taps and loading coils between the hardware and ATA2 Reset to factory settings This section describes how to reset the BCM system to the factory settings or a stable working condition using the reset switch When the BCM450 is in this condition you can make further modifications You can perform a Configuration Reset previously known as a Level 1 reset which restores configuration settings to the factory default or a Software Reset previously known as a Level 2 reset which resets the software and configuration to the factory default Configuration and Software resets are performed through the Command Line Interface CLI see The figure Reset switch location on BCM450 on page 38 shows the location of the reset switch on the BCM450 BCM 5 0 Trou
47. and BCM50be main units BCM50e shown Router WAN port status LEDs WAN port LEDs xe hts oo la i o TT 1 ie The table LAN port LED indicators on page 24 describes the possible Ethernet router LED states Table 5 LAN port LED indicators LED Status Description Router status On The router card is functioning properly Off The router card is not ready or malfunctioned Flashing The router card restarts WAN port yellow On The WAN port is operating at 10 Mb s WAN port green On The WAN port is operating at 100 Mb s Any WAN port LED Flashing The WAN port is sending or receiving network data The frequency of the flashes increases with increased traffic Both WAN port LEDs Off No connection BRI port LEDs on main unit BRI series only The three BRI port LEDs on the BCM50b BCMS0ba and BCMS0be main units monitor the BRI port status The figure BRI port LEDs on the BCM50b BCM50ba and BCM50be main units BCMS50b shown on page 25 shows the location of the BRI ports and LEDs NN40170 700 Chapter 3 Hardware Troubleshooting 25 Figure 6 BRI port LEDs on the BCM50b BCM50ba and BCM50be main units BCM50b shown BRI ports Dcharnsl a B channel 1 B channel 2 _ The table BRI port LED indicators on page 25 describes the possible BRI port LED states Table 6 BRI port LED indicators LED channel Status Description D On green D channel is functioning
48. ansmit alarm is not on this error indicates a far end or cable problem All LEDS Flashing The DTM is initializing BRIM LEDs The BRIM has one additional LED beside each RJ 48C jack These LEDs are on when the ISDN line is active The figure BRIM LEDs on page 27 shows the location of the LEDs on a BRIM Figure 9 BRIM LEDs ISDN BRI S T Interface Loop 1 Loop 2 Loop 3 Loop 4 J A Power Sthtus Power LED Status LED For more information on the power and status LED functions see Media bay module LEDs on page 25 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 for the BCM450 the power supply and the AC power outlet e for the BCM50 the power supply and the main unit 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 UPS the UPS and the electrical outlet BCM 5 0 Troubleshooting Guide 28 Chapter 3 Hardware Troubleshooting the connection from the power supply to both the UPS and the BCM450 main unit the lines and extensions connected through the RJ 21 telephony connector the auxiliary equipment connections at the auxiliary
49. are documentation bulletins and tools to address issues with Nortel products More specifically the site enables you 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 NN40170 700 Chapter 12 Contacting Technical Support 107 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
50. atus of the capture IP packets going to WAN port will not be captured if entering one of the router ports regardless of Promiscuous mode state Any packets entering any of the LAN ports will always be captured if promiscuous mode is ON If you are using a USB flash drive and it is disconnected during the capture the capture session does not stop Stop the capture manually before disconnecting the USB drive Troubleshooting BCM hardware Complete the following tasks in the order shown below to troubleshoot some of the common problems that you may encounter with the BCM50 and BCM450 hardware Check the power source on page 18 Check LED indicators on page 19 Check the wiring connections on page 27 Verify the keycodes on page 28 Restart or shut down the system on page 29 Check the power source Begin troubleshooting the hardware by checking the power source check the connection between the power supply and the main unit check the connection from the power supply to the electrical outlet NN40170 700 Chapter 3 Hardware Troubleshooting 19 Check LED indicators After checking the power source check the LED indicators This section describes the operation of the BCM450 system LEDs e BCM450 system status LEDs on page 19 e BCM50 system status LEDs on page 19 e LAN port LEDs on page 21 e ADSL router LEDs BCM50a and BCMS0ba only on page 22 e Ethernet router LEDs BCMS50e and BCM50be only on page 23 e B
51. bleshooting Guide 38 Chapter 3 Hardware Troubleshooting Figure 12 Reset switch location on BCM450 Reset button The figure Reset switch location on BCM50 on page 38 shows the location of the reset switch on the BCMS0 Figure 13 Reset switch location on BCM50 Reset switch Some possible situations in which you use the reset feature are If the system is configured incorrectly to an extent that it is no longer functional The customer must use a Configuration reset to return to the default system programming and restore a previous configuration or reconfigure the system Configuration or Software reset If distributors want to reuse systems they must first erase all customer specific data using a NN40170 700 Chapter 3 Hardware Troubleshooting 39 Reset levels Reset to factory settings is a stand alone feature that has the following levels of reset e Configuration Reset previously known as 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 For the BCM50 no Ethernet connectivity to the system occurs during this operation e Software Reset previously known as Level 2 reset erases all customer an
52. ceeeseeeseeeeeeeeeeeeeeeeesaeeeseaeesenaeeeeeaeeeeeas 85 Understanding System Messages 0 cece eee eee 89 WO Set else oe SAS OIG ictcsccaieides isaactaghitiatiessdisaaiaansyanceciged thea jest anes legninacianns aaataasiiae 89 Useful Troubleshooting Links 00 2 c eee eee ee eee 91 To use the Knowledge and Solution Engine ccccccscceseeceeeeeeeeeeteeeeeneeeseeeeeteeaeeeee 92 Frequently Asked Questions 0 0 cece ee eee eee eee 93 Toper am a Da 0 eee mere me rere Teeter cre errr errr re cree re creer rec rrerre rere cere rere 93 Tarssiae data Wom tive BON sonrisa RA 94 Completing a wam OF cald feSB i anresersieri rina nE EEEE E EEA N EEEN 95 goes II ad rea d are cscs Soci chau E E E E ataabaceunpuaaieceatan 95 TOON AM irises Gani ea deer ea eR ee este es 96 Wa rin Che AUT Sed an a 97 Using the Element Manager to transfer log fil S e ceeeesseceeeesseeceeeeeeseneeeeeensnees 98 Gapt unng the CUTER COMM UP AMOIN pisiscic ragdcacexcceistuse aieiaa aii 99 Viewing the system Beal ercsner en eieanHd eaeneh ean 100 Viewing specii process SUIS icc siccadccaacddawnccaissunmieniedas Matieiadaduel Madbndessbelicuediccadmeale 100 Verily tho curent software FOVISION sicccissssastersiinastniersnaders s 101 Viewing the system ID and Serial NUMDET cecccceeeeseeeeeeenteeeeeenenneneeeeeneeeeeeneees 101 Contacting Technical Support 20 e eee eee eee 105 NN40170 700 Contents
53. critical information that you must gather before contacting Nortel Technical Support Navigation e Gathering critical information on page 105 e Getting Help from the Nortel Web site on page 106 e Getting help over the phone from a Nortel Solutions Center on page 106 e Getting help from a specialist by using an Express Routing Code on page 107 e Getting help through a Nortel distributor or reseller on page 107 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
54. d system configuration data and all software releases and patches This reset reinstalls the original factory configuration settings For BCM50 a Software reset also resets the router firmware to what was shipped from the factory No Ethernet connectivity to the system occurs during this operation Warning If you perform a software reset to solve an undetermined problem and A still have access to Element Manager you must retrieve all the log files for technical support before performing the software reset A software reset erases all log files from the system Command Line Interface You can use the Command Line Interface CLI to configure basic settings as well as shut down reboot or perform a Configuration or Software Reset on your BCM450 or BCM50 system Two CLI modes are available Maintenance CLI and Configuration CLI Your user account must be assigned the System CLI privilege in order to access the CLI Before performing a Configuration or Software reset review all the effects of the levels of reset See Reset levels on page 39 This section contains information about the following topics e Configuration CLI on page 39 e Maintenance CLI on page 40 Configuration CLI The Configuration CLI displays when the system is in Main OS mode The options available on the Configuration CLI are e O Exit The system exits the CLI to the login prompt e 1 Reboot The system reboots to the Main OS e 2 Shutdown The sy
55. e Default 221 default Start DN 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 VolP lines assigns the line to one of the line pools If a line is assigned to a line pool but is not assigned to any telephone that line is available only for outgoing calls Bloc line pools must be used in conjunct
56. e DTM has additional LEDs that are not on most other MBMs Figure 8 on page 26 shows the location of the DTM LEDs Figure 8 DTM LEDs of of L Popor Situs Power LED Status LED In service LED Loopback test LED Receive LEDs Error Alarm Transmit LEDs Error Alarm The table DTM LED functions on page 26 describes the functions of the DTM LEDs Table 8 DTM LED functions Sheet 1 of 2 LED Status Descriptions Power See Media bay module LEDs for details Status See Media bay module LEDs 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 NN40170 700 Chapter 3 Hardware Troubleshooting 27 Table 8 DTM LED functions Sheet 2 of 2 LED Status Descriptions 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 tr
57. e option It will take several minutes before Voicemail is working again To restore the factory configuration Your BCM 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 reconfigure your BCM and you want 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 2 In the task panel click the Administration tab Open the Backup and Restore folder and then click Restore The Restore panel opens In the Restore From selection field select Factory Default A warning dialog box displays 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 Click the Yes button to proceed A progress window opens When the operation is complete the Restore Complete window opens Click the OK button 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 see Nortel Business Communications Manager 5 0 Admin
58. e programi ersin 44 To restore data from an NIGH sees vesioset vada acensctagasaneathans ideaapaadadenanianSieniepadtenn aan 52 To restore the factory COT TUN NIG isin sss cies dbs seats Hees nade Rite adeee acide seme enieeeeS 53 Te view th BOM software IMVentaiy aiscectscsas sassccacscceeshesassacetedadseanaseaassusentacasavedieaaiszentets 54 To obtain updates from the Nortel Technical Support Web page 54 Advanced Troubleshooting 200cc esse cece eee e eee eens 55 WUE hooind Gamp Terhis 55 TPG WBS SCI VAme sis Pia stias erie eee Riau a ae ea eens 57 TOUTS SITING GE NAUT IONS Sa sssrini meabaceacbaseaneeagea auedieaasuaanis 64 Troubleshociing example DU jsscsicca Hecstss asada nsneieasieye neat anaaei oie eieEN 64 Troubleshooiing ANC INS A sirscsissirirn irai a 65 Toubiechocing Campie D crossen ata deena 66 Troubleshooting Gxample G osciisriiiiinairkeiinp niss eii 71 Troubleshocing OxAmpIE T scares sisenaasscenieisanemadiian AE 71 Recovery 11GES foc cbce seb adeseieencdndceescareeandinwedureands 73 Downloading Software 200 cece eee eee eens 79 To download software from the BCM Web page ccsccceeseeeeeeeeeeeeeeeeeeeesesaeeeseeeeee 82 TRGUBICSNOGTING TOOK osc ocs c cee be whi eesee eke ce edew ee easekeee 83 Accessing the CLI through a serial CONNECTION ceeeeeeteeeeeeeeeeteeeeeeaeetetaeeeeeaeeeeee 85 BCM 5 0 Troubleshooting Guide 4 Task List Accessing the CLI through the OAM Pott cccc
59. e the information in this chapter to troubleshoot problems related to the BCM software components Navigation Complete the following tasks in the order shown below to troubleshoot some of the common problems that you can encounter with the BCM software e Verify the software version on page 43 e Verify the keycodes on page 43 e Check the programming of lines and phones on page 43 e Restoring system data on page 52 e Verify the software inventory on page 53 Verify the software version In the Element Manager select Help About A panel displays and provides information about the Element Manager such as the Release level Verify the keycodes If a specific feature is not functioning verify that the feature is included in your installed keycodes For information about how to verify the installed keycodes see Verify the keycodes on page 28 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 the line selected in the top table BCM 5 0 Troubleshooting Guide 44 Chapter 4 Soft
60. eee aes 101 What is an Ethernet loop and how do avoid creating one 102 BCM 5 0 Troubleshooting Guide 8 Contents IP e p26 cesses Uehe phe A ANT SEENTE TTT 102 Can modify the IP address of the OAM port 0000 e eee eee 102 What are the default IP addresses of the BCM ports 103 Chapter 12 Contacting Technical Support 006 00 eee eee eee eee 105 e A doa esy eet id adee hacky dah dep eb AE ETS SETT T 105 Gathering critical information os cca atau goaded CRS ee rakan RRR DOERR OREO oR 105 Getting Help from the Nortel Web site 0 0c cee eee 106 Getting help over the phone from a Nortel Solutions Center 106 Getting help from a specialist by using an Express Routing Code 107 Getting help through a Nortel distributor or reseller 0 00 cece eee ee 107 NN40170 700 Chapter 1 Introduction Business Communications Manager BCM 5 0 provides private network and telephony management capability to small and medium sized businesses The BCM 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 BCM network Audience The BCM 5 0 Troubleshootin
61. erencing commands do not work or conferencing is busy on page 70 e Example 7 Unable to apply a software update from a USB storage device on page 71 e Example 8 Element Manager incorrectly shows expansion cabinet as empty on page 72 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 e you are unable to reach a destination number when you dial it e there is no dial tone e instead of a dial tone you hear a re order or fast busy tone e you hear a wrong number message from the central office Use the following procedure when you cannot dial out from an analog trunk Troubleshooting example 1 Check that the LED indicators on the BCM 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 4 Verify that the appropriate keycode is active For analog trunk modules the keycode is Exp Port and for BCM50 built in trunks main chassis the keycode is Int Analog Trunk BCM 5 0 Troubleshooting Guide 56 Chapter 5 Advanced Troubleshooting 5 Select Configuration Resources gt Telephony Resources and select the appropriate trunk Verify that the trunk is active 6 Select Configuration Telephony gt Lines gt Active Physical Lines Select
62. et Administration If the units are enabled disable them and then reenable them 4 Check that all the switches on the MBM are on If the MBM is a GASM or GATM all the switches on the right are not set to on To check the MBM switches you must remove the MBM from the expansion unit For more information see the BCM50 Installation and Maintenance Guide Troubleshooting the FEM on the BCM450 This procedure applies to the BCM450 only Perform the following procedure to troubleshoot an installed fibre expansion module FEM 1 2 Ensure that all six connector LEDs are lit If all six LEDs are not lit ensure that all six DIP switches are set to the On up position To determine why the ATA 2 does not function N Oo oF FP WO ND Check for a dial tone using an analog device Check that AC power is connected to the ATA 2 unit 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 In Element Manager verify that the ATA 2 is correctly configured a Select Configuration Telephony Sets All DNs b Select the appropriate DN from the list and click the ATA settings tab The options for the Device Type are Modem or Telephone NN40170 700 Chapter 3 Hardware Troubleshooting 37 To determine why there is no di
63. 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 BCM4S0 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 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 BCM4S0 by entering your username and password Your user account must be assigned the System CLI privilege in order to access the CLI BCM 5 0 Troubleshooting Guide 86 Chapter 8 Troubleshooting Tools Using the Configuration CLI The Configuration CLI displays when the system is in Main OS mode The options available on the Configuration CLI are 0 Exit The system exits the CLI to the login prompt 1 Reboot 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 Safe OS The system reboots to the
64. g Guide is for use by network administrators responsible for maintaining BCM networks This guide is also useful for network operations center NOC personnel supporting a BCM managed services solution The following are the considerations to use this guide be an authorized BCM administrator within your organization know basic Nortel BCM terminology be knowledgeable about telephony and IP networking technology Organization This guide is organized for easy access to information that explains the troubleshooting procedures associated with using the BCM system This guide contains information on the following topics Initial Troubleshooting on page 15 Hardware Troubleshooting on page 17 Software Troubleshooting on page 43 Advanced Troubleshooting on page 55 Recovery trees on page 73 Downloading Software on page 79 Troubleshooting Tools on page 83 Understanding System Messages on page 89 Useful Troubleshooting Links on page 91 Frequently Asked Questions on page 93 Contacting Technical Support on page 105 BCM 5 0 Troubleshooting Guide 10 Chapter 1 Introduction Acronyms The following is a list of acronyms used in this guide Table 1 List of acronyms Acronym Description 3DES Triple Data Encryption Standard AES Analog Encryption Standard Als Alarm Indication Signal BCM Business Communications Manager BFT Base Function Tray
65. ges to use the LAN Packet capture feature You can initiate IP packets capture on the BCM LAN and store captured IP packets in the output file on BCM filesystem or a USB flash drive LAN IP Packet Capture is accessed through Business Element Manager at Administration gt Utilities gt LAN IP Packet Capture Packets can be captured at the OAM port or any of the LAN ports On the Configuration tab you can select to store the output file on a network drive a USB flash drive or on the BCM system The configuration options will change depending on where you want to store the output file The Filters tab allows you to set filters to reduce or increase the amount of data captured The table Reset functions on page 18 lists the fields on the LAN IP Packet Capture panel BCM 5 0 Troubleshooting Guide 18 Chapter 3 Hardware Troubleshooting Table 1 Reset functions Variable Description Port The port you want to capture from If LAN is selected all LAN ports will be captured Mode Promiscuous gives IP Packet Capture access to all packets on the LAN Non promiscuous gives IP Packet Capture access only to packets coming to or from the BCM Output format Allows you to select the output format The options are Raw The raw packet data Text converts the data to a text file Duration sec The duration in seconds of the capture Start Starts the capture Stop Stops the capture Status View the st
66. gs is available in Excel format from the BCM web page Note It may take several hours to save programming records depending on the size of the system Nortel recommends that you saving programming records during periods of low system use Use the following procedure to capture the current programming record Capturing the current configuration 1 Select the item on the task navigation panel for which you want to save the data into an HTML report or Excel workbook An item can be a task item task bullet or a folder 2 Click on Session device IP address Save Programming Record Save Selected Data A warning dialog box appears review the warning and click Yes A Save dialog box appears Figure 23 Save dialog box Documentum CI INSP5PRO Profiles Profiles Ri Program Files File name Files of type Hrm Pages Cancel genera 02204 Save bal r Files of type EycelFiles w Cancel BCM 5 0 Troubleshooting Guide 100 Chapter 11 Frequently Asked Questions In the Save field choose the path where you want the file stored In the Files of type field choose the format in which you want to save the data HTML or Microsoft Excel spreadsheet 5 Enter a File name Nortel recommends that you make the current date and system name part of the file name 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
67. hernet lops in the network while connected to these two ports Figure 24 shows and Ethernet loop and how to avoid it Figure 24 Ethernet loops Ethernet Loop No Ethernet Loop BCM450 IP addresses This section answers the following questions e Can I modify the IP address of the OAM port on page 102 e What are the default IP addresses of the BCM ports on page 103 Can I 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 NN40170 700 Chapter 11 Frequently Asked Questions 103 What are the default IP addresses of the BCM ports The default addresses of the OAM LAN port are e IP address 10 10 11 1 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 BCM 5 0 Troubleshooting Guide 104 Chapter 11 Frequently Asked Questions NN40170 700 105 Chapter 12 Contacting Technical Support The information in this chapter applies to both the BCM50 and the BCM450 platforms running BCM 5 0 If you cannot 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
68. hold go Voice message center 41 Aux ringer go Distinct rings in use Redirect to v The table Preferences details fields for lines on page 48 defines the fields on this panel and indicates the lines Table 16 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 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
69. igure Location of system status LEDs on a BCM50 main unit on page 20 The bottom LED is the power LED and the top LED is the status LED Under normal operating conditions both LEDs are solid green BCM 5 0 Troubleshooting Guide 20 Chapter 3 Hardware Troubleshooting Figure 1 Location of system status LEDs on a BCM50 main unit The table LED states with descriptions of LED combinations on page 20 describes the meaning of the system status LEDs after the system turn on and is in service During BCMS0 system startup or restart the system status LEDs move through a sequence of state changes If either the power LED or status LED is yellow the system is initializing and is not ready for service The table LED states with descriptions of LED combinations on page 20 shows the key states indicating service availability Table 2 LED states with descriptions of LED combinations Power LED Status LED LED combinations description Start up sequence Safe Mode start up sequence Solid yellow Solid yellow Power is applied to the system Solid yellow Off POST Power On Self Test duration 9 seconds Solid yellow Solid yellow System initialization duration 14 seconds Solid green Solid yellow Kernel initialization duration 8 seconds or Safe OS Solid green Blinking green Services initialization duration 1 minute Solid green Solid green System running Solid green Solid red Services initializatio
70. ine 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 e 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 the figure Properties details panel on page 47 NN40170 700 Chapter 4 Software Troubleshooting 47 Figure 16 Properties details panel f Details for Line 062 Loss package esun co EA Properties Preferences Restrictions Assigned DNs Line Tuning Digit 1 The table Properties line settings on page 47 defines the fields on this panel and indicates the lines Table 15 P
71. ion gt Telephony gt Dialing Plan gt Routing and select the Destination Codes tab Verify that the destination code is configured correctly BCM 5 0 Troubleshooting Guide 68 Chapter 5 Advanced Troubleshooting Note Ensure that the Absorbed Length is configured to the expected dialing plan Task Navipation Panel CAGARON Administration Wetorme HO System Destination Codes EO Adninistrator Access Destination Code Norma Route Absorbed Length Wid Card 0 i 2 3 4 E CD Resources 91 9 C Telephony E Goda Settings 3 wor O ets wi 0 5 lines Loves Sdedid Services gt Dealing Han Gees eo Atk Network Private Network Line Pook oma kirg Groups i a Cab Seourty Hosptaty hunt Goups Cal Detail Recording 5 C Data Services E T Aophcations Caj Cose Dialing Plan Roating oe Rowtes Destinstion Codes Second Daal Tone 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 Configuration Administration P ani Da Location Module Type State i Loopback Test B Telephony Metrics lo loopback running Activity Reporter Ba PF Trunk Module Metrics gt Cb Limit Metrics Hunt Group Metrics gt PSTN Fallback Metrics O PYOM ECM Monitor
72. ion with routes and destination codes Target lines cannot be put into line pools BCM 5 0 Troubleshooting Guide 46 Chapter 4 Software Troubleshooting Table 14 Trunk Line Data main panel Sheet 2 of 2 Target lines only Attribute Value Description Prime set DN lt telephone DN gt Assign a telephone to provide backup answering for calls None 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 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 e 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 Specify the digits the system will use to identify a call from the private network to this target line e A received number cannot be the same as or be the start digits of a l
73. ions 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 figure Restrictions tab on page 51 shows the restrictions for a line NN40170 700 Chapter 4 Software Troubleshooting 51 Figure 18 Restrictions tab Details for Line 061 Norma Night Line Restrictions Schedule Use Filter Properties Preferences Restrictions Assigned DNs Use remote package 00 03 Normal 21 Night 22 Evening 23 Lunct oo Sched 4 oo Sched 5 oo Sched 6 Remote Restrictions Schedule Use Filter 04 31 32 33 00 oo 00 The table Restrictions on page 51 describes the fields on this panel Table 17 Restrictions Attribute Use remote package Values lt remote package gt Description If the line is being used to receive external calls or calls from other nodes on the private network ensure that you indicate a remote package that provides only the availability that you want external callers to have This attribute is typically used for tandeming calls Schedule Line Restrictions Use Filter Remote Restrictions Use Filter Default Normal Night Evening Lunch Sched 4 Sched 5 Sched 6 lt 00 99 gt lt 00 99 gt Assigned D
74. ions 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 perform 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 Restart the BCM 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 BCM 5 0 Troubleshooting Guide 34 Chapter 3 Hardware Troubleshooting 6 If the programming is incorrect use the Backup and Restore Utility to load a recent backup of system programming If a recent backup is not available correct the programming using Element Manager or the Telephone Administration feature 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
75. is also resets the router connectivity during this firmware to the original operation configuration settings The LED illuminates red to denote Level 1 reset Reboot You can use the Reboot utility to e reboot the BCM450 system e shut down the system e reboot the integrated router BCM50a e only e create a scheduled reboot to take place at a specified time This can be configured to occur once daily weekly or monthly The table Reboot functions on page 30 lists the Reboot functions Table 11 Reboot functions Function Description Impact Reboot BCM450 Restarts the operating system of the Temporarily stops all services on the System BCM450 system system Restarts all services This operation does not affect configuration parameters or programming System Shutdown Shuts down the BCM450 Stops all services in preparation for removing power from the system Add Scheduled Reboot Allows you to create a new Scheduled tab Reboot NN40170 700 Chapter 3 Hardware Troubleshooting 31 Table 12 LED Status LED Status Description Blinking power LED Indicates a user input window the BCM50 system is waiting for user input Solid power LED Indicates caution for extreme action Red Green Level of reset Blinking status LED Indicates an interim state the system is trying to establish user input Solid status LED Indicates confirmation of user
76. istration and Security NN40170 603 Viewing the inventory of BCM software BCM 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 BCM to the component level BCM 5 0 Troubleshooting Guide 54 Chapter 4 Software Troubleshooting You can view the complete inventory of software installed on the BCM The Software Inventory table displays all the software components installed on the system the functional group and the software version of each component The table Information displayed in the Software Component Version Information table on page 54 lists the information displayed in the Software Component Version Information table Table 18 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 BCM software invento
77. n FAILURE Solid red Solid green System is running with manufacturing settings enabled Solid red Solid red System is running in Software Reset mode Solid red Blinking yellow System is running in Configuration Reset mode Shutdown sequence or FAILURE Solid green Blinking yellow Graceful shutdown in progress trigger Element Manager or UPS Off Solid yellow Graceful shutdown completed NN40170 700 Chapter 3 Hardware Troubleshooting 21 Table 2 LED states with descriptions of LED combinations Power LED Status LED LED combinations description Solid red Blinking yellow Overheat detected thermal shutdown completed Solid red Solid red Power spike or rail power fluctuation detected Blinking red Solid red Rail power fluctuation power monitor shutdown completed Solid yellow Solid red Power spike shutdown completed temperature and rail power OK Off Off No power system is shut down power cable is disconnected Start up profile LED combinations seen only during initial system install or staging Blinking yellow Blinking yellow Start up profile executing Solid green Solid green Start up profile successfully applied Blinking yellow Blinking red Start up profile FAILURE 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 table LAN p
78. nabled 253 Application Resources Internal Applications Nis Nid Enabled Media Gateways Main MBM 1 DSM32 DSM32 MBM All On NJA NJA gt Port Ranges Main MBM 1 1 DSM16 Nid 10 1 Enabling Deconfigure Configure Details For Module Internal IP Sets IP Terminal Global Settings 1P Terminal Details Enable registration 1V Default codec auto yy Enable global registration password V Default jitter buffer fato Global password ERRER Hk G 729 payload size ms 30 RA Auto assign DNs I G 723 payload size ms titi Play DTMF tone G 711 payload size ms fo gt Advertisement Logo Nortel NN40170 700 Chapter 5 Advanced Troubleshooting 65 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 more information about keycodes see Keycode Installation Guide Troubleshooting example 4 1 Verify that the keycode is generated against the right system ID in the Keycode Retrieval System KRS Access the KRS using one of the following methods a Connect to http www nortel com support tools krs b In Element Manager select Configuration gt System gt Keycodes and click the Connect t
79. nd DSL The figure ADSL router LEDs on the BCM50a and BCM50ba main units BCM50a shown on page 23 shows the location of the three ADSL router LEDs NN40170 700 Chapter 3 Hardware Troubleshooting 23 Figure 4 ADSL router LEDs on the BCM50a and BCM50ba main units BCM50a shown Router status CELL m r The table ADSL router LED descriptions on page 23 describes the possible ADSL router LED states Table 4 ADSL router LED descriptions LED Status Description Router status On The router card is functioning properly Off The router card is not ready or has malfunctioned Flashing The router card restarts Data Flashing The router card is sending or receiving data through the WAN port Off The router card is not sending or receiving data through the WAN port DSL On The router card is linked successfully to a digital subscriber line access multiplexer DSLAM Off The DSL link is not functioning Flashing The router card is initializing the DSL line Ethernet router LEDs BCM50e and BCM50be only The three Ethernet router LEDs on the BCM50e and BCM50be main units monitor the router status and the WAN port The figure Ethernet router LEDs on the BCM50e and BCM50be main units BCM50e shown on page 24 shows the location of the three Ethernet router LEDs BCM 5 0 Troubleshooting Guide 24 Chapter 3 Hardware Troubleshooting Figure 5 Ethernet router LEDs on the BCM50e
80. ndn Eea 74 Cannot access BCM450 through Element Manager 0000ee eevee 75 BCM450 shuts down unexpectedly nananana anaa 77 Chapter 7 Downloading SO RWAaATE lt 6 ccccccnsercsevcsrnsceven ses eeeeveeenee 79 MO lt sie ks dekh eyides ahe ke dahon dees Lb eon Gea deete deAe ERA 79 Downloading software from the BCM system webpage 0 0eee 79 Downloading software from the Nortel web site 00020 eee eee 82 NN40170 700 Contents 7 Chapter 8 Troubleshooting Toole 24462 466 60000 se dssviads Sea di se biuoweerds 83 RA scree ares ie a ale ds ate pane em eer oc a eae Nodak aaa 83 Service Managenicht cnsccsckadeas dese es ee ei oidi kiibi ts ree Eana 83 Sus 200 MONES garara lt u in cee Oa bed as bRRLOSE TE ORERE SE OER EES 83 e capeheacie TAEA ATS T ENIES AE EET TTET ERETTI T 84 Command Line Interface sori srorssisiesstirre en misin iaki DESEE cee eee 84 PECSSSING Me OU oc cat coy eine ae a aE ee a AA 85 Using the Configuration CLI 00 00 c eee 86 Using the Maintenance CLI ses 0ciesureeiatareeeadde oeaueeeeeeeasvee bs 86 Chapter 9 Understanding System Messages 00c cece ee eee eee 89 Alaris logs and WADE augscs cc aw ade caeebAshE Sesh aaRSORRRA SOR RRR ERED 89 Reponing Tor dropped Calle ccioeeea st desi nteseeeeurseaueeniedaas eed as 89 Chapter 10 Useful Troubleshooting Links 2 0 2 0 cece eee 91 MON pscecetat eamee hea nneenhsSh See EARE AEROS TE phen ween
81. nguage query that is a query in the form of a statement or a question BCM 5 0 Troubleshooting Guide 92 Chapter 10 Useful Troubleshooting Links Using the Knowledge and Solution Engine Use the following procedure to access the Knowledge and Solution Engine To use the Knowledge and Solution Engine 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 A OO N 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 link and then scroll to find the Knowledge Base tutorial 5 Enter your problem statement or question in the text box Ensure that you leave spaces between the words in the statement or question 6 From the ALL TYPES drop down list select the document type you would like to search against The default is ALL TYPES which searches on all available documents bulletins documentation services requests software and solutions 7 Click 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 NN40170 700 93 Chapter 11 Frequently Asked Questions
82. 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 NN40170 700 Chapter 4 Software Troubleshooting 49 Table 16 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 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 No additional equipment is required DNIS Number lt check box gt E amp M 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 lt read only gt Indicates if a special ring has been assigned See Distinct Ring use on the main table 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
83. o Nortel Keycode Retrieval System button Task Navigation Panel Configuration Administration Welcome Ey System Identification Date and Time IP Subsystem Telephony Regions H E Administrator Access E Resources H E Telephony Data Services H E Applications Keycodes System ID BBCXTRZCIGSK Sequence 5 Key Type 3 Date Stamp 2009 06 15 Region Global SW Version Nortel BCMSO Release 5 Manufacturing SW version 450 05 Feature licenses ACTIV 300 TY ACTIV I t E IE IF VE JE VE Load Keycode File Download Credit Proof File Status Name Data Keycode Retrieval Connect to Nortel Keycode Retrieval System 2 Inthe Element Manager select Help About Verify that the installed version is the latest version of the software BCM 5 0 Troubleshooting Guide 66 Chapter 5 Advanced Troubleshooting 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 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 digital trunk Troubleshooting example 5 Check that the LED indicators on the BCM Chassis are solid green 2 Verify the physical connection from
84. ode Private DN length 4 VoIP Virtual Private Network ID 0 Zone ID 0 ETSI Network Diversion go MD Example 3 IP set is not registering with the BCM When an IP set cannot register with the BCM you notice the following problem in your network e the IP setis not registered and repeatedly tries to connect to the BCM If an IP phone is not registering with the BCM 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 for BCM450 is 300 and the maximum for BCMSO is 32 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 unnecessary phones or increase the number of licenses If the number of IP sets connected to the BCM exceeds the maximum number of IP set licenses or keycodes it is possible that after a system reboot not all of the supported IP sets can register To resolve this problem refer to the procedure Troubleshooting example 3a on page 64 If the number of phones connected does not exceed the number of licenses and does not exceed the maximum number of IP sets supported use the procedure Troubleshooting example 3b on page 64 to verify the configuration of the IP phone BCM 5 0 Troubleshooting Guide 64 Chapter 5 Advanced Troubleshooting T
85. oice Client 2050 Y Y Business Applications Reporter Applications Activity Reporter Basic N Y Activity Reporter N Y Contact Center Applications Reporting for Contact Center N Y 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 Y CDR Clients N Y BCM MIBs N Y RADIUS Dictionary SSH Client PUTTY N Y BCM Logs Y Digital Mobility Tools Digital Mobility Controller N Y Digital Mobility Service Tool N Y Templates Startup Profile Template N Y Factory Default Programming N Y Record Table 20 Applications available on BCM50 Web page Application User Administrator User Applications Mailbox Manager Y Y Desktop Assistant Pro Y Y NN40170 700 Chapter 7 Downloading Software 81 Table 20 Applications available on BCM50 Web page Application User Administrator CallPilot Unified Messaging Y Y Personal Call Manager Y Y LAN CTE Client Y Y IP Software Phone 2050 Y Y Mobile Voice Client 2050 Y Y Nortel VPN Client N Y Business Applications Reporter Applications Activity Reporter Basic N
86. ong 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 BCM system For more information about utilities see Nortel Busines Communications Manager 5 0 Administration and Security NN40170 603 Command Line Interface The information in this section applies to the BCM50 and the BCM450 platforms running BCM 5 0 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 modes are available Maintenance CLI and Configuration CLI This section contains information about the following topics Accessing the CLI on page 85 Using the Configuration CLI on page 86 Using the Maintenance CLI on page 86 NN40170 700 Chapter 8 Troubleshooting Tools 85 Accessing the CLI There are two methods of accessing the CLI e through a serial connection e through the OAM port 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
87. only one partition on the USB storage device and that the software update is on the first partition The BCM will recognizes only the first partition BCM 5 0 Troubleshooting Guide 72 Chapter 5 Advanced Troubleshooting Example 8 Element Manager incorrectly shows expansion cabinet as empty Use the following procedure when a module is installed in the expansion cabinet but the Element Manager shows the expansion cabinet as empty and the MBM is not active 1 Select Configuration gt Resources gt Telephony Resources 2 Double click the Module Type field for the expansion cabinet 3 Select the module from the list 4 Configure the module and select Enable Example 9 HDD 2 LED is Off after installing second hard disk When you apply a RAID upgrade kit to an existing BCM450 5 0 software system the LED indicator of HDD 2 remains off after installing the second hard disk Perform the following actions when this occurs 1 Verify if the version of the running software is BCM450 5 0 or greater BCM450 1 0 systems are incompatible with RAID upgrade kit 2 Verify if the hard disk is seated properly If not shut down the system remove the second hard disk and reset it ensuring the hard disk tray is firmly locked to the rear SATA connection When the hard disk clips into the correct position as the hard disk tray locks itself firmly into position the front of the second hard disk tray must be flush with the first hard disk tray
88. ons available on the Maintenance CLI are O0 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 configuration data and software to the factory defaults NN40170 700 Chapter 3 Hardware Troubleshooting 41 To perform a Level 1 reset configuration reset 1 5 Access the CLI For information about how to access the CLI see Command Line Interface on page 84 From the Configuration CLI select option 4 Configuration Reset If you are using the Maintenance CLI select option 5 Configuration Reset The LEDs progress through the start up and shut down sequence This process can take more than 2 minutes A Status LED that is flashing yellow and a Power LED that is solid red indicates that a configuration reset is in progress This process can take more than 2 minutes The system restarts to the Main OS This process
89. 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 21 lists the possible values for Release reasons Table 21 Release reasons Attributes Values Description None Default Value No text will accompany a dropped call notification Simple Cause Code 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 BCM 5 0 Troubleshooting Guide 90 Chapter 9 Understanding System Messages Table 21 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 NN40170 700 91 Chapter 10 Useful Troubleshooting Links The information in this chapter applies to both the BCM50 and the
90. ort LED locations on the BCM450 main unit on page 21 shows the location of these LEDs on the main unit Figure 2 LAN port LED locations on the BCM450 main unit LAN port LAN port LEDs LAN port The figure LAN port LED locations on the BCM50 main unit on page 22 shows the LAN port LED locations on the BCMS50 main unit The expansion ports on the BCMS50 main unit also function as LAN ports The expansion port LEDs indicate LAN activity only The LEDs do not indicate expansion unit presence The LEDs do not light BCM 5 0 Troubleshooting Guide 22 Chapter 3 Hardware Troubleshooting Figure 3 LAN port LED locations on the BCM50 main unit LAN port LEDs Expansion port Router card LAN ports MOORTEL oO H r jonas a E TITIA LAN ports nasion LAN ports The table LAN port and expansion port LED indicators on page 22 describes the possible LED states for the LAN ports LEDs Table 3 LAN port and expansion port LED indicators LED Status Description Yellow left o The LAN port is operating at 10 Mb s n LED Green right O The LAN port is operating at 100 Mb s n 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 ADSL router LEDs BCM50a and BCM50ba only The three ADSL router LEDs on the faceplate of the BCM50a and BCM50ba main units monitor router status data a
91. oubleshoot the main unit on page 33 yes yes To test the expansion unit on page 34 yes yes To troubleshoot the expansion unit on page 34 yes yes Testing an MBM on page 35 yes yes Determining why a BCM450 MBM does not appear in yes no Element Manager on page 35 Determining why a BCM50 MBM does not appear in no yes Element Manager on page 36 Troubleshooting the FEM on the BCM450 on page 36 yes no NN40170 700 Chapter 3 Hardware Troubleshooting 33 Table 13 Procedures to test and troubleshoot BCM platform components Procedure Supported on BCM450 Supported on BCM50 To determine why the ATA 2 does not function on page yes yes 36 To determine why there is no dial tone at the ATA2 on___ yes yes page 37 To check the ATA2 wiring on page 37 yes yes Reset to factory settings on page 37 yes yes To perform a Level 1 reset configuration reset on page yes yes 41 To perform a Level 2 reset software reset on page 41 yes yes To test the main unit If you have the digital station feature included in your installed keycode use the following test to ensure the main unit is operating properly 1 A O N o 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 extens
92. ow do I capture the logs from the BCM You can capture or transfer logs from the BCM using Element Manager or from the BCM Web page When you use the BCM 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 BCM 5 0 Troubleshooting Guide 98 Chapter 11 Frequently Asked Questions Using the Element Manager to transfer log files 10 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 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 Save 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 BCM Web Page to transfer log files 1 In your Web browser type the IP address of the
93. r Access Signalling channels DI channels eways _ Port Ranges _ lelephony Resources _ Vial Up intertaces mey elephony ft a Global Settings sets hay Lines _ Active Physical Lines _ Active volt Lines _ arget Lines _ Inactive Lines L g AilLines Loops Scheduled Services 2 Dialing Pian Woice Mail CC _ Ring Groups im Call securty _g Hosprainy Hunt Groups Cal Detail Recording i Data Services iy Aplications Media channels DSP resources Media Gat Modity Restore Detautts Details for Application Voice Mail CC Current minimum assigned limit 0 Current maximum assianed limit I 40 Example 7 Unable to apply a software storage device Web Page Vv Validate Device e eiee amp Refresh g Auto retresti Total Resources 7 Reserved Resources dia Gateways 2 MAX NIA 704 E N A Signalling channels VDI channels Media channels DSP resources Zi co p Mo Lomo powo Jv Include ACKed alarms update from a USB Use the following procedure when a software update from a USB storage device fails When the update fails the BCM generates alarm 1003 Troubleshooting example 7 1 Verify that only one USB storage device is attached to the BCM in the bottom USB port If a second USB storage device is attached remove it Verify that there is
94. rate reports about call activity and voice mail receive statistics e Trunk Module Metrics View the status of digital trunk modules as well as identify any device or lines connected to the system BCM 5 0 Troubleshooting Guide 84 Chapter 8 Troubleshooting Tools CbC Limit Metrics Use the CbC Limit metrics panel to monitor denied call activity for each service on each line pool Hunt Group Metrics Access the Hunt Group metrics to evaluate total call processing by hunt group member PSTN Fallback Metrics View how many fallback attempts and fallback failures occur within a specific period using the PSTN Fallback Metrics panel Proactive Voice Quality Management Proactive Voice Quality Management PVQM metrics allow you to monitor the quality of VoIP calls You can also use the PVQM metrics to diagnose infrastructure problems in your network For more information about monitoring system performance see Nortel Business Communications Manager 5 0 Administration and Security NN40170 603 Utilities BCM 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 BCM systems Ping Ping Packet InterNet Groper is a utility that you can use to verify that a route exists between the BCM and another device Route trace You can use Trace Route to measure round trip times to all hops al
95. re to perform a warm or cold reset NN40170 700 Chapter 11 Frequently Asked Questions 95 Completing a warm or cold reset 1 Select Administration Utilities Reset and click one of the following buttons a b Reboot BCM450 System will restart the operating system of the BCM450 Warm Reset Telephony Services will restart telephony services Customer data will be retained Cold Reset Telephony Services will reset telephony programming to factory defaults Customer data will be lost Shutdown System will stop all services and shut down the system Restarting the system requires physical access to the BCM450 Cold Reset Router resets the router programming to the factory defaults This applies to BCMS0 only Password protection This section answers the following frequently asked question e How do I recover a lost password for the BCM on page 95 How do I recover a lost password for the BCM There is a Nortel support default user which cannot be deleted or modified This account is set up to allow Nortel troubleshooting technicians to access areas of the system that are not available to other users You can change the default challenge key but be sure to retain a record of the change so that Nortel support technicians can access your system Recovering a lost password 1 Select Configuration Administrator Access Security Policies and select the Entry Policy tab 2 With the Challenge Key available contact Nor
96. rogramming Cold Reset Telephony Resets telephony programming of Affects all telephony services Services the BCM450 system to the factory including LAN CTE voice mail and defaults for that software level IP telephony Telephony services restart with all telephony programming at default values for the specified region template and start DN for the current software release level A cold reset erases voice message mailboxes and messages if the DN length is not set to system defaults For information about setting the DN length refer to Nortel Business Communications Manager 5 0 Configuration Devices NN40170 500 BCM 5 0 Troubleshooting Guide 30 Chapter 3 Hardware Troubleshooting Table 10 BCM50 hardware reset functions Reset Level Description Impact Level 1 This reset erases all the Only the system and user customer specific data and configuration data is erased restores the default and replaced with default configuration for all values components The software components are The LED illuminates yellow to not altered that is the system denote Level 1 reset will have the latest release and patch level of the software installed There will be no Ethernet connectivity during this operation Level 2 This reset erases all the The system re installs the customer specific data and original factory configuration software releases and settings patches There will be no Ethernet Th
97. roperties line settings 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 Loss package Loop analog only Short CO Medium CO Long CO Short PBX Long PBX Select the appropriate loss gain and impedance settings for each line Line Tuning Digit drop down menu Select the line tuning digit to use When a trunk is connected the BCM 5 0 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 figure Preferences details panel on page 48 shows the Preferences tab BCM 5 0 Troubleshooting Guide 48 Chapter 4 Software Troubleshooting Figure 17 Preferences details panel Details for Line 061 Ci Properties Preferences Restrictions Assigned DNs Auto privacy 7 pi E Answer mode Manual v Full auto
98. roubleshooting example 3a 1 3 Select Configuration gt Telephony Resources deregister the offline sets OR To connect more than the maximum number of 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 a Telephony Resources Main MBM 1 2 DSM16 NJA 11 1 Enabling Dial Up Interfaces Main MBM 2 None NJA NJA NJA Telephony Main MBM 3 None NJA NJA NJA Data Services Main MBM 4 None NJA NA N A Applications Expansion 1 None NJA NJA NJA 1 Select Configuration gt Resources gt Telephony Resources and select the appropriate IP set from the list 2 On the IP Terminal Global Settings tab ensure that the Enable Registration checkbox is selected 3 Verify that the Global password on the BCM 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 4 Verify S1 S2 IP address amp Port settings on phone Port 7000 for BCM Task Navigation Panel Configuration Administration Telephony Resources Welcome Modules 1 system Location Configured Device Bus State Low i E Administrator Access Internal IP Trunks NJA NJA Enabled 001 008 Resources IP 5 NA E
99. ry 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 BCM you must obtain the software update and unzip the file Authorized Nortel partners can download BCM software updates from the Nortel Technical Support web page To obtain updates from the Nortel Technical Support Web page 1 In your web browser enter www nortel com cs and then click the Go button The Nortel Technical Support Web page opens Download the required updates Create a directory for each update and unzip the downloaded file into a directory NN40170 700 55 Chapter 5 Advanced Troubleshooting The information in this chapter applies to both the BCM50 and BCM450 platforms running BCM 5 0 This chapter contains examples of advanced troubleshooting procedures You must be a system administrator to perform these procedures Navigation e Example 1 Cannot dial out from an analog trunk on page 55 e Example 2 Cannot dial out from a SIP or H323 VoIP trunk on page 57 e Example 3 IP set is not registering with the BCM on page 63 e Example 4 Cannot install keycode or invalid keycode application on page 65 e Example 5 Cannot dial out from digital trunk on page 66 e Example 6 MeetMe Conf
100. s 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 NN40170 700 Chapter 3 Hardware Troubleshooting 35 Testing an MBM Perform the following procedure to test an MBM installed in the main unit or expansion cabinet For BCM450 if you are experiencing an issue with an FEM ensure all DIP switches are set to the On position The FEM is not supported on the BCM50 platform 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 Go to an extension on the MBM if it is a station MBM OR 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 it is 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 testing a station MBM Determining why a BCM450 MBM does not appear in Element Manager Use the following procedure if an installed MBM does not appear in Element Manager 1 2 3 Check that the correct feature is included in your installed keycode Check that both the Power and Status LEDs on the M
101. stem shuts down You need physical access to the BCM hardware to restart the system BCM 5 0 Troubleshooting Guide 40 Chapter 3 Hardware Troubleshooting 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 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 O0 Return to Previous Menu The system returns to the main menu 1 Hostname Provision the hostname of the system 2 IP Address Provision the IP address of the system 3 Subnet Mask Provision the subnet mask for the IP address 4 Default Gateway Provision the default gateway for the system 5 DHCP Client Mode Enable or disable the DHCP client 6 Commit Changes Save changes to the IP settings 7 Reload Settings Reload the existing IP settings 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 BCM 5 0 is in Safe OS mode The opti
102. stonng Svaieil dala suche paceawaneyeehe seh eoaee Nee eee she dee ERENS 52 Verily the software InVentory 2 2650 54s50 cess case ansueeerudenteaaareanes 53 Viewing the inventory of BCM software 0 000 c eee eee 53 Obtaining software updates 0 cee ee 54 Chapter 5 Advanced Troubleshooting 000c cence eee eee eee eee 55 NEVA 24 cnnGedgeo Laskey dee hed Beeman ese mak ees 55 Example 1 Cannot dial out from an analog trunk 000 cee eee eee 55 Example 2 Cannot dial out from a SIP or H323 VoIP trunk 000006 57 Example 3 IP set is not registering with the BCM sasauaana anaana 63 Example 4 Cannot install keycode or invalid keycode application 65 Example 5 Cannot dial out from digital trunk 0 000 eee eee 66 Example 6 MeetMe Conferencing commands do not work or conferencing is busy 70 Example 7 Unable to apply a software update from a USB storage device 71 Example 8 Element Manager incorrectly shows expansion cabinet as empty rE Example 9 HDD 2 LED is Off after installing second hard disk 72 Example 10 VLAN interfaces cannot communicate with external devices 72 Chapter 6 Recovery 1C6S iiss cadens dees eK ORE s 14K eK DRO OeR Oe TRS 73 NAVIQGHON 22 6004 2626 oe Ree EERE A HR EEE TE SHR PEE eae eR RRS 73 System is not processing callS 0 0 cee eee nes 73 Siarup Poe Tale occiunseededan aku ners rae erari
103. tel Technical Support and request help to recover the lost password BCM 5 0 Troubleshooting Guide 96 Chapter 11 Frequently Asked Questions Task Navigation Panel Configuration Administration Welcome HO System E Administrator Access Accounts and Privileges o SNMP lO Resources 1 45 Telephony HO Data Services 14 Applications Security Policies Entry Policy Local Authentication Policy Authentication Service Policy Session Managerrent Policy SSL and 55H Policy Disable telset login o Disable post login message F Post login message WARNING This computer system and network is l PRIVATE and PROPRIETARY and may oniy be accessed iby authorized users Unauthorized use of this computer system or network is strictly prohibited and may be subject to criminal lprosecution employee discipline up to and v Nortel Support Hide Challenge Key o Challenge key trust no one Fault management This section answers the following frequently asked question e How do I view Alarms Can I acknowledge and clear them on page 96 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
104. the carrier demarcation ensure that the cable is securely connected 3 Verify the physical connection from the carrier demarcation to the BCM 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 n i Keycodes Configuration Administration j welcome System ID BBCXTRZCIGSK Sequence 5 EAA System T A EJ Date St 2009 06 15 Identification Key Type z ate Stamp E ji a Date and Time Region Global SW Version Nortel BCMSO Release 5 Manufacturing SW version 450 05 IP Subsystem Telephony Regions Feature licenses E Administrator Access Status Name Data Expiry Date 5 Resources ACTIVE LANCTE 5 Telephony VoIP G Ei Global Settings H E Sets S E Lines Active Physical Lines Active VoIP Lines Target Lines Inactive Lines All Lines 1 4 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 NN40170 700 Chapter 5 Advanced Troubleshooting 67 7 Select the Pro
105. through this BRI port B1 On green B channel 1 is functioning through this BRI port B2 On green B channel 2 is functioning through this BRI port Media bay module LEDs 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 25 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 Figure 7 MBM LEDs e lee Power Status The table MBM LED descriptions on page 25 describes the possible MBM LED states Table 7 MBM LED descriptions Power Status Description Off Off The MBM has no power or a failure occurred on the MBM power converter On Off BCM450 to expansion unit failure or system initialization BCM 5 0 Troubleshooting Guide 26 Chapter 3 Hardware Troubleshooting Table 7 MBM LED descriptions Power Status Description On Blinking Hardware is working but an operational problem exists such as e no link to the main unit is detected e frame alignment is lost on messages from the main unit e 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 e partial failure of power converter e thermal overload e fan failure On On The MBM is ready to operate DTM LEDs Th
106. tilities gt BCM Monitor and click the Launch BCM Monitor button BCM 5 0 Troubleshooting Guide 70 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 Into Meda Card Voice Ports IP Devices ATP Semices UIP Lire Mandar Usage incboatere Statistics Line Morstce Active Lines i Line Oiecton Stat Tine 7 User State Durston Number ond Nome Viele ines Show afl ines inching inactive I 86 LineOS6 Ovtoung Mon Oct 22120801 2087 7405 Kean Connected 002202 50 caasas Example 6 MeetMe Conferencing commands do not work or conferencing is busy Use the following procedure to troubleshoot problems with MeetMe Conferencing NN40170 700 Chapter 5 Advanced Troubleshooting 71 Troubleshooting example 6 1 Select Configuration gt Resources gt Application Resources and then select the VoiceMail CC application 2 Increase the maximum number of application resources voice ports for Voice Mail CC BCM Element Manager 192 167 131 40 p loj x Fie Edit View Metwork Session Tools Help gu 3g Cul gy Coy gy Paste Element Navigation Panel 4 Task Navigation Panel Application Resources Configuration 4 243 bb 32 4 240 6654 1921 131 3 192 16 131 31 192157 131 32 192 168 249 352 Administration re x system h Administrato
107. to be a shared resource by the system telephones This shared resource is created through routing to target lines or using DISA For auto answer trunks being used to allow remote call in from system users the trunk can be configured to answer with a straight dial tone if DISA has not been enabled It can also be configured to answer with a stuttered dial tone if DISA is enabled and the caller is expected to enter a CoS password The CoS password defines which system features the caller is permitted to access Manual answer trunks are assigned to one or more telephones The assigned telephones exclusively own the line Note You require Disconnect supervision on the line if loop start trunks are to operate in auto ans wer 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 of an open switch interval OSI before BCM450 disconnects a call is programmed
108. 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 NN40170 700 Chapter 3 Hardware Troubleshooting 29 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 BCM 5 0 Reset utility to e perform a warm reset of telephony services e perform a cold reset of telephony services You can also perform a Configuration Reset which restores the configuration settings to factory default or a Software Reset which restores both the software and configuration settings to factory default For more information on Configuration and Software resets Use this procedure to restart the system To restart the system Perform this procedure to restart the system from the Element Manager 1 Select Administration gt Utilities gt Reset 2 Click the appropriate reset button The table Reset functions on page 29 lists the Reset functions Table 9 Reset functions Function Description Impact Warm Reset Telephony Restarts telephony services running Restarts all telephony services Services on the BCM450 system including LAN CTE voice mail and IP telephony This operation does not affect configuration parameters or p
109. vision Lines tab and verify that the lines are correctly provisioned Task Navigation Panel Telephony Resmri sa Cantgz ate Adminetration wir j Medes wiam T tecetion Mede tpe bes Sac Devies Low ven tots usy Sytem SD Adris ater Access O Resources Apohcaton Remurces Ona T SS E E a E E T T S Engty Oe VO rielo 3 Teephony D Date Servies U Ato ation osae Detaits for Modde Expansion 1 Trut ModJePoremeters truth Pat ostati Proanon Lines TI Parameters Inkt FRE Olt nasa w Prtod at Send rere Gepley fA btetaxelevls son Protocol type Liser Styve Remote capability MAT 3 heg ote w Bharat velection Descendre Sequetid v Mamm arats 3 v inecodng azs w Clodksource Prinsy extera M Hema CU p CUiehw oa 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 Configuration Administration Wetome Routes Destination Codes Second Did Tone t O System Roges 4 Adninistrator Access Rate External Number Use Poot ON Type Service Type EO Reources 3 Tekphony Gobal Settings Sets lines Loops Schedukd Services Dialing Plan Gereral DN Public Network Prate Network Line Pooks ez Ring Groups 5 Cal Securty Homeay hurt Coups Cal Detal Recording 2 Data Services t Applications Dialing Plan Routing 9 Select Configurat
110. ware Troubleshooting The Properties tabbed panel provides the settings for individual line characteristics The Preferences tab shows information that may vary from trunk to trunk 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 BCM system To check line programming In the 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 44 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 46 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 47 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 50 for an explanation of the fields on the tab d Select the Assigned DNs tab and verify that the settings are correct see

Avaya Business Communications Manager - BCM 5.0 Troubleshooting

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