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Nortel Agent Greeting NTVQ09AB, Maintenance And Troubleshooting Manual

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Nortel Agent Greeting NTVQ09AB Maintenance And Troubleshooting Manual Download Page 6

Page 12 of 66     Contents 

NTPH13AA_maint    version    3.01     February   2006

Media Card (NTVQ09BA) XA Firmware Upgrade   . . . . . . . . . . . . . . 

47

XA Upgrade from Compact Flash Card  . . . . . . . . . . . . . . . . . . . . . 

47

XA Upgrade from an external FTP Server  . . . . . . . . . . . . . . . . . . . 

48

Media Card (NTVQ09BA) BootROM Loadware Upgrade   . . . . . . . . 

49

BootROM loadware upgrade from Compact Flash Card. . . . . . . . . 

49

BootROM loadware upgrade from an external FTP Server  . . . . . . 

50

Troubleshooting Agent Greeting   . . . . . . . . . . . . . 

51

Network Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 

51

Greetings not being played   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 

53

Debugging Skillset name issues  . . . . . . . . . . . . . . . . . . . . . . . . . . . 

53

Telephony User Interface becoming disabled  . . . . . . . . . . . . . . . . . . . 

54

Multi-Card operation across routers   . . . . . . . . . . . . . . . . . . . . . . . . . . 

55

Changing Multi-cast parameters  . . . . . . . . . . . . . . . . . . . . . . . . . . . 

55

Agent Greeting card spontaneous reboots  . . . . . . . . . . . . . . . . . . . . . . 

55

Restarts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 

56

How to change the role of a card  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 

56

How to upgrade PC Card from 48Mb to 64MB   . . . . . . . . . . . . . . . . . 

57

Summary of Contents for Agent Greeting NTVQ09AB

Page 1: ...e pursuant to CENELEC Product Emission Standard EN 55 022 1994 CISPR22 when installed in a Meridian 1 system These limits are designed to provide reasonable protection against harmful interference whe...

Page 2: ...Page 8 of 66 NTPH13AA_maint 3 01 February 2006...

Page 3: ...s document May 5th 2002 Draft 2 0 5 Update for 2 05 loadware release May 5th 2001 Draft 2 0 1 Added trouble shooting section April 9th 2001 Draft 2 0 Added description of upgradePCMCIA and Multicard u...

Page 4: ...Page 10 of 66 NTPH13AA_maint 3 01 February 2006...

Page 5: ...rks Shell 24 VxWorks Shell Debug Utilities 25 Fatal Error Logging 26 Agent Greeting Application Upgrades 29 Single Card Common Card Group Upgrade 32 Loadware Upgrade from PC Card PCMCIA 32 Loadware Up...

Page 6: ...e from Compact Flash Card 49 BootROM loadware upgrade from an external FTP Server 50 Troubleshooting Agent Greeting 51 Network Interfaces 51 Greetings not being played 53 Debugging Skillset name issue...

Page 7: ...EX Display codes during bootup 20 Table 3 IXP1200 Initialisation hex display error codes 22 Table 4 Faceplate Mini DIN Connector pinout 22 Table 5 Debug Commands 25 Table 6 Multi card specific debug c...

Page 8: ...Page 14 of 66 List of tables NTPH13AA_maint version 3 01 Februrary 2006...

Page 9: ...rd placed in the Media Card has an NT number of NTVQ09BA and it is this number that is used throughout this document to refer to Media Card Agent Greeting For new orders of the Agent Greeting product...

Page 10: ...f 66 NTPH13AA_maint 3 01 February 2006 Also both platforms are interoperable in an Agent Greeting Multicard Group i e VPS NTVQ09AB and Media Card NTVQ09BA can be used together in the same Agent Greeti...

Page 11: ...ides maintenance and diagnostic features at various technical levels to identify and clear fault conditions Also included are upgrade features which require the user to have access to VxWorks The Agen...

Page 12: ...a HEX LED display to provide status information during maintenance operations During power up and diagnostic tests this display provides a visual progress indication and information on the first failu...

Page 13: ...tus LED A single red LED is provided on the faceplate to indicate the enabled disabled status of the Agent Greeting Card as well as providing an indication of the status of the power on self test The...

Page 14: ...PS NTVQ09AB Card or T 22 on a Media Card NTVQ09BA re enable the card in LD 32 using the ENLC command Table 2 HEX Display codes during bootup Display Code VPS NTVQ09AB Definition Media Card NTVQ09BA De...

Page 15: ...ge with the XX indicating the test that failed For example if the 8051 co processor test failed F 05 is displayed IF more than one test fails the message indicates the first failure T 14 Programming C...

Page 16: ...lts will be logged to this serial port The pinouts for the Mini DIN Connector to which the faceplate serial aka maintenance cable connects are given in Table 4 on page 22 The terminal connected to the...

Page 17: ...main processor by default grants VxWorks shell access through this port The Agent Greeting Card also supports remote access to the shell via telnet Once the card is operational the RS 232 port may be...

Page 18: ...value of the shell timeout in seconds is returned by the shell function shellTimeoutGet shellTimeoutSet 600 shellTimeoutGet The shell and FTP password can be changed using the shell function shellPass...

Page 19: ...lobals printVpChannel x Prints globals associated with VP channel x tr tMaint Resumes suspended task tMaint swInfoGet Prints the loadware DSP and 8051XA firmware versions ifShow Prints the IP and Ethe...

Page 20: ...multicast IP address If run on a Server this information is propagated to other cards and the group is automatically restarted mcShellSetMcOptions Display and set multicast options If run on a Server...

Page 21: ...d at 23 31 02 05 02 1998 Error 4 Empty Error 5 Empty Error 6 Empty value 30 0x1e Each error consists of a four digit hex identifier and a timestamp The first digit of the identifier corresponds to the...

Page 22: ...Page 28 of 66 Agent Greeting Card Test and Debug Capabilities NTPH13AA_maint 3 01 February 2006...

Page 23: ...to uncompress into DRAM Once the uncompress has completed execution switches to the code entry point in DRAM The card must be rebooted reset for the new loadware to execute Media Card NTVQ09BA Agent...

Page 24: ...the Server Card For example 1 A Single VPS NTVQ09AB Server Card 2 A Single Media Card NTVQ09BA Server Card Common Card Multicard Group Common Card Agent Greeting Groups are groups where all cards are...

Page 25: ...g Media Card NTVQ09BA a loadware upgrade may also be required on the other platform e g VPS NTVQ09AB to allow the cards to inter operate in a multicard group Always read the Release Notes before upgra...

Page 26: ...The username and password are the same as that of the VxWorks shell STEP3 Change directory to the A drive on the card STEP4 Change the file transfer type to binary STEP5 Copy the new loadware file on...

Page 27: ...hell 18 08 04 13 22 39 15 II Keycode Update all cards with A newLoad 0xf1de98 tShell 18 08 04 13 23 49 15 II Keycode Upgrading loadware in process Opening file A newLoad File A newLoad opened File Len...

Page 28: ...loadware file STEP10 To verify that upgrade was successful at the shell type swInfoGet CR This will return the version of the software currently running on the card e g Nortel Networks Agent Greeting...

Page 29: ...32 33 34 35 36 37 38 file read complete Program filename C exec Checksum 0xb018e178 length 0x4cd434 Verifying upgrade Upgrade completed OK Reboot the pack to run new loadware value 0 0x0 0xb4f56c tAGM...

Page 30: ...re the same as that of the VxWorks shell STEP3 Change directory to the A drive on the card STEP4 Change the file transfer type to binary STEP5 Copy the new loadware files for both VPS card NTVQ09AB an...

Page 31: ...CMCIA command as shown below mcMixedUpgradePCMCIA A vpsLoad mms A mcLoad CR mcMixedUpgradePCMCIA Group Loadware Upgrade Utility 0xf1de98 tShell 18 08 04 11 46 15 56 II Keycode Update Media Card Dongle...

Page 32: ...ard transfers the correct loadware onto each card in the group Each card then automatically upgrades to the new loadware and reboots STEP8 Re enable all cards from overlay 32 on the switch software ST...

Page 33: ...grade Group Loadware Upgrade Utility NFS server IP address NFS Server IP Address User name userID Password password VPS Image file name vpsLoad mms Upgrade Options from a PC Card in a Mixed Card Group...

Page 34: ...re in process Connecting to NFS Server IP Address connected to NFS Server IP Address OK File Length 0x004cd434 Bank Size 0x00780000 Updating sector 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20...

Page 35: ...loadware upgrade in the case of the card type which does not require an upgrade enter zero as the filename 1 Only Media Cards NTVQ09BA require a loadware upgrade The VPS NTVQ09AB loadware file is ente...

Page 36: ...Page 42 of 66 Agent Greeting Application Upgrades NTPH13AA_maint 3 01 February 2006...

Page 37: ...ng Guide 66 Card Specific Loadware Upgrades There are three Card Specific Upgrade Procedures described in this section VPS NTVQ09AB Digital Signal Processing DSP Loadware Upgrade Media Card NTVQ09BA X...

Page 38: ...g Card in binary format Logout of the FTP session From the VxWorks shell execute the command upgradePCMCIAdsp as described below The DSP loadware file is loaded via FTP from a file server The file is...

Page 39: ...re strategy is implemented for the Agent Greeting on board DSP section and the DSP cards No special recovery mechanism is required If the upgrade fails for some reason Ethernet link to server goes dow...

Page 40: ...6b254 tUpgradeDsp On board DSP section in reset 0x36b254 tUpgradeDsp Powering up dsp 0 The Agent Greeting Card must be in maintenance mode before an upgradeDsp can be executed Maintenance mode is ente...

Page 41: ...admin XA Upgrade from Compact Flash Card STEP1 FTP the XA firmware onto the C drive using the same method to that outlined above for transferring the application load STEP2 Reboot the card and boot in...

Page 42: ...when the card is rebooting the user will be prompted to enter jkl to gain access to the bootROM STEP3 The upgrade is then performed using the following command upgradeXa server IP address userid pass...

Page 43: ...is itgadmin BootROM loadware upgrade from Compact Flash Card STEP1 FTP the bootROM loadware onto the C drive using the same method to that outlined above for transferring the application load STEP2 R...

Page 44: ...card and when the card is rebooting the user will be prompted to enter jkl to gain access to the bootROM STEP3 The upgrade is then performed using the following command upgradeBoot server IP address u...

Page 45: ...ute during normal operation FTP traffic for transfer of greetings during normal operation HTTP traffic for Browser User Interface interactions Telnet for maintenance access Loss of network connectivit...

Page 46: ...e LEDS signify the link speed and activity See below link speed 10Mbps Should the network become disconnected all 3 faceplate LEDs under the label E will be dark See example below Duplicate IP Address...

Page 47: ...e Browser User Interface Only the first word is used to match so it must be unique If a skillset specific greeting match is not found then the default greeting for the Agent is played If there is no d...

Page 48: ...age dumping is clientDebugOff Telephony User Interface becoming disabled The TUI is disabled during the following operations Backup Restore Purge of Agents Loss of Server card if the server card is un...

Page 49: ...rs to be traversed plus one This can be done using the mcShellSetMcOptions command from the maintenance port This command also allows the multicast address and port number to be changed Table 6 on pag...

Page 50: ...hernet driver has reported an invalid Ethernet address error FF FF FF and after a timeout of 3 minutes without receiving any Multicast frames after setting Multicast options see below for some mainten...

Page 51: ...and reboot For any other case using the Telnet or serial connection and type in diskInit A command is case sensitive On reboot the card will be Unassigned How to upgrade PC Card from 48Mb to 64MB Use...

Page 52: ...Page 58 of 66 Troubleshooting Agent Greeting NTPH13AA_maint 3 01 February 2006...

Page 53: ...7 VP Application Task failed to go operational 0x1008 Task suspended itself three times Table 8 Server Task Fatal Errors Error ID Description 0x2001 Ethernet device has no IP address 0x2002 Error open...

Page 54: ...playAnnouncement action 0x3013 Channel in incorrect state while verifying collectDigits action 0x3014 Malloc failed during creation of bit mapped array 0x3015 Malloc failed during creation of bit map...

Page 55: ...0x302E Malloc failed during handling of channelSplit RFA 0x302F Malloc failed during handling of channelSplit RFA 0x3030 Malloc failed during handling of clientMessage 0x3031 Malloc failed during han...

Page 56: ...ries Task loop exited 0x4015 msgQReceive failed in Aries task input queue 0x4016 Malloc failed during handling of message from VP App task 0x4017 Error Aries Audit task loop exited 0x4018 Malloc faile...

Page 57: ...eving characters from a ring buffer 0x403B Error in retrieving characters from a ring buffer 0x403C Error Meridian Manager Send Queue task loop exited 0x403F Malloc failed while constructing a DS30 me...

Page 58: ...led during sending of collectDigits result 0x500B Malloc failed during handling of promptAndCollectDigits message 0x500C Malloc failed during sending of promptAndCollectDigits result 0x500D Malloc fai...

Page 59: ...Page 65 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide 66...

Page 60: ...Page 66 of 66 Appendix A Fatal Error codes NTPH13AA_maint 3 01 February 2006...

Page 61: ......

Page 62: ...ENELEC Product Emission Standard EN 55 022 1994 CISPR22 when installed in a Meridian 1 system These limits are designed to provide reasonable protection against harmful interference when the equipment...

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