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Chapter 9 Troubleshooting the ICS Remote Tool

125

ICS Remote Tools User Guide

The Debug tool

The Debug tool, which is located under the ICSRT

Run Tools

menu, allows the technical support

personnel to dial into a Norstar system over the ICSRT RAD connection and initiate a memory
dump to assist in diagnosing system issues.

Use this tool only under the direction of technical support personnel.

Access to this tool requires a password that will be provided by technical support personnel if they
need you to run the tool for them.

The Debug tool creates a MEMDUMP file on the computer that runs the Debug operation, in the
folder that is specified during setup of the tool. If you are asked to run Debug, this is the file that
you would send to the technical personnel for analysis.

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Summary of Contents for ICSRT

Page 1: ...Norstar and Meridian are trademarks of Nortel Networks Microsoft MS DOS Windows and Excel are registered trademarks of Microsoft Corporation in the United States and other countries InstallShield is a...

Page 2: ...2 N0004999 01...

Page 3: ...the Norstar system 19 Remote system management using ICSRT 20 Constraints 21 Gathering information before you start 22 Chapter 2 Setting up ICS Remote Tools 25 Setting up your computer for ICSRT 25 C...

Page 4: ...e Set tool restrictions 61 Chapter 6 Understanding the Browser tool 63 Understanding the Browser tool 64 Accessing the Browser tool 65 Understanding the Browser window 66 Moving through the navigation...

Page 5: ...for the workbook 102 Understanding the About ICS Workbook dialog 104 Troubleshooting worksheet data transfer 105 CAP KIM is not programmed 105 There is an overflow of data during an Norstar system acq...

Page 6: ...codes 122 Error messages 123 The Debug tool 125 Appendix A Connecting a modem 127 Hardware required 127 Modem specifications 127 Preparing the remote modem 128 Sample configuration 128 Installing rem...

Page 7: ...Info screen with Programming tools in background 42 Figure 18 Add Customer Information screen 43 Figure 19 Customer information on Customer Info screen 45 Figure 20 Editing customer information 46 Fi...

Page 8: ...perties screens 98 Figure 51 OLP Errors dialog box 100 Figure 52 OLP Settings dialog box 102 Figure 53 About ICS Workbook dialog 104 Figure 54 ICSRT database backup folders 107 Figure 55 Add Submit Jo...

Page 9: ...buttons 59 Table 4 Navigation tree icons 68 Table 5 Program ICS dialog box options 92 Table 6 Acquisition variables 97 Table 7 OLP Error dialog fields 101 Table 8 OLP Settings dialog box fields 103 Ta...

Page 10: ...10 Tables N0004999 01...

Page 11: ...how to set up customer records in the CustomerInfo database Connecting to a system Chapter 4 Connecting to a Norstar system from ICSRT on page 51 provides a list of required information about the Nors...

Page 12: ...one of three methods perform backup and restore activities maintaining backup versions on your remote computer troubleshoot the ICSRT tools Getting a Quick Start If you were comfortable with using No...

Page 13: ...ey such as Enter or Ctrl bold Courier text Indicates command names and options and text that you need to enter Example Use the dinfo command Example Enter show ip alerts routes italic text Indicates b...

Page 14: ...EL 1 800 466 7835 Use Express Routing Code ERC 1063 EMEA Europe Middle East Africa Technical Support CTAS Telephone European Freephone 00800 800 89009 European Alternative United Kingdom 44 0 870 907...

Page 15: ...and install the connection on your computer Install ICSRT on your computer Enter the customer information and set up connection information in the Customer Info screen Can you connect Yes No Ensure y...

Page 16: ...pe of connection For instance if your computer is co located with a system you could use a serial cable in a direct connection If another system is located in another building or too far away for a se...

Page 17: ...is correctly set for Remote connection Connecting to a Norstar system on page 51 your computer dials the Norstar system using the modem The line your computer dials through is set up on the Norstar sy...

Page 18: ...filled out for this type of connection Connecting to a Norstar system on page 51 2 Call the Norstar system from a telephone connected to the modem When the attendant answers the attendant presses Feat...

Page 19: ...hich verifies the RAD password and opens up a connection Figure 3 Connecting directly to the RAD using a serial cable In a direct connection the RAD is connected to one of the computer COM ports by an...

Page 20: ...e files are also stored in the same folder where the customer database is stored Figure 6 You can use worksheets to both send configuration information to a Norstar system and to upload existing infor...

Page 21: ...ghly recommended that you create a secure folder somewhere and regularly copy each database folder to that folder as a backup If you need to turn your computer off ensure that there are no backup up o...

Page 22: ...roubleshooting Phone number This is the phone number of the contact person Remember to include an area code Install date This is the date the Norstar system was installed Connection Properties RAD pho...

Page 23: ...tabase on page 36 Programming Determine which tool you plan to use for programming Refer to Understanding the Remote Set tool on page 55 and Understanding the Browser tool on page 63 If you intend to...

Page 24: ...24 Chapter 1 Understanding remote management N0004999 01...

Page 25: ...ection explains how you install and set up ICSRT on your computer There is also information about optimizing performance removing the ICSRT software and troubleshooting the installation Computer hardw...

Page 26: ...s for the remote carrier to be detected S0 data set ready DSR always on Note If any of drivers file is removed or gets corrupted during usage the behavior of ICSRT tools is unpredictable Note For all...

Page 27: ...ead of time to have an uncompressed 64 kbps line available on your private network Removing ICSRT from your computer If you need to remove ICSRT from your computer use the Add Remove Programs utility...

Page 28: ...lutely necessary Scheduled jobs will not run if Scheduler is not running If you need to shut down your computer ensure that no scheduled jobs are currently running or are scheduled to run during the s...

Page 29: ...pts in the wizard to install the application 4 When you are prompted to choose a language use the drop down list to choose the language you want the application to use Click OK when you have made your...

Page 30: ...rom Your Computer screen check 9 When the dialog indicates that the uninstall is complete click the OK button Note If you do not uninstall previous versions of Norstar ICS Remote Tools the new version...

Page 31: ...less you use the Browse button to navigate to a new location the application installs in C Program Files Nortel Networks ICSRT on your computer Figure 9 Choose Destination Location screen 10 Click Nex...

Page 32: ...ICS Programming Tools is the only one checked by default Figure 11 Select Install Components screen 12 Click Next The next screen Figure 12 shows you information about the application and where the fi...

Page 33: ...gs are okay click Next The wizard progresses through the install When the install is successful a Setup Complete dialog box appears on top of the Start Menu folder where the program files are located...

Page 34: ...34 Chapter 2 Setting up ICS Remote Tools N0004999 01...

Page 35: ...database on a LAN on page 41 Creating a customer record on page 42 Editing customer records on page 45 Viewing customer records on page 48 Deleting customer records on page 49 Copying customer record...

Page 36: ...atabase any Customer records you create will be added to the default database Creating a database This procedure creates an empty database at a location of your choice on your computer 1 Open ICSRT St...

Page 37: ...e you want to put the database 5 Select the location and click on OK The location displays in the Database Path field 6 If the location you chose does not have a folder where you want to put the datab...

Page 38: ...for details Moving between databases Use the Change Path option to move from one database to another 1 On the Customer Info screen click on Database and choose Change Path A Windows Open screen appea...

Page 39: ...ustomer Info screen open to the database you want to copy 2 On the Customer Info screen click on Database and select Copy 3 Enter the path into the Database Path field or click on the button beside th...

Page 40: ...s successfully was created 7 Click OK The Customer Info screen Current Path field shows the current active database location The database you copied from becomes the backup database Deleting a databas...

Page 41: ...that will be used to manage systems Refer to Computer hardware requirements on page 25 for computer requirements ensure the computers are connected to the LAN use the ICSRT Change Path setting to poi...

Page 42: ...Customer Info screen with Programming tools in background 2 Check the Current Path field to ensure you are in the database where you want to add this customer If not change databases Refer to Moving...

Page 43: ...Name This is the name of the company or business that owns the Norstar system KSU location This is where the Norstar system is located on site Address This is the business address of the customer Con...

Page 44: ...uled backup and restore operations Baud rate This is the communication rate used by ICSRT to communicate with the Norstar system in an on line session a backup or a restore The default is 19200 If you...

Page 45: ...setting You will be allowed to change any field except the System ID field If you need to change the system ID field for a record you would need to copy the record but if you do this you would also l...

Page 46: ...46 Chapter 3 Setting up customers in ICSRT N0004999 01 Figure 20 Editing customer information...

Page 47: ...mation that is unique to a system such as the System ID is not copied 1 On the Customer Info screen select the record you want to copy 2 On the menu click on Customer Details then select Copy The Copy...

Page 48: ...ustomer records 1 On the Customer Info screen select the record you want to view 2 On the menu click on Customer Details then select View or double click on the entry in the Customer Info screen The V...

Page 49: ...screen Follow these steps to log out of ICSRT 1 Ensure that the Customer Info screen is displayed on your monitor 2 Click the Quit button The following dialog displays 3 Click OK You will be prompted...

Page 50: ...50 Chapter 3 Setting up customers in ICSRT N0004999 01...

Page 51: ...en a general connection record you can open a record for a specific customer You need to open a connection to a Norstar system to use any of the tools located under the Run Tool menu item except Selec...

Page 52: ...8 to 10 digits long A RAD must have a password before you can use ICSRT COM Port COM1 to COM9 This is the communication port on the personal computer that ICSRT uses to communicate with the Norstar s...

Page 53: ...used by ICSRT The default is tone Modem init string alphanumeric characters Some modems require special codes to be sent to them before they are ready to communicate Use this field to enter any speci...

Page 54: ...tion information filled in Information that is not required is greyed out Figure 24 Connection Properties screen 3 Click on Connect If you are connecting using one of the methods requiring assistance...

Page 55: ...tool allows you to use a computer based depiction of a Norstar M7310 or M7324 telephone to program system data The information in this chapter includes Explaining the Remote Set tool on page 56 Acces...

Page 56: ...running version 2 0 or newer software You can use the Remote Set tool to create and change programming of a Norstar system using the two simulated telephone types copy DNs directory numbers and lines...

Page 57: ...se where the correct customer is located Refer to Moving between databases on page 38 for details 3 Select the customer you want to connect to 4 Click on Run Tool and select Remote Set The connect scr...

Page 58: ...xt labels above the button to which they refer Once you enter programming the indicators for the four headings appear as shown in the figure above Refer to your MICS or CICS Installer Guides and MICS...

Page 59: ...pped to program sequences or keys that do not have a direct keyboard equivalent For instance pressing F7 which is the equivalent of Feature 266344 CONFIG starts the configuration programming F6 which...

Page 60: ...softkey If you make a mistake press the softkey to go backward This highlights the incorrect letter Now you can press the backspace softkey to delete the letter or you can type over it Then press the...

Page 61: ...s voice recording Use caution when clicking button representations in the window because doing so affects system operation For example clicking a line button answers the line if it is ringing or occup...

Page 62: ...62 Chapter 5 Understanding the Remote Set tool N0004999 01...

Page 63: ...under the ICS Remote Tools ICSRT Run Tool heading The information in this chapter includes Understanding the Browser tool on page 64 Accessing the Browser tool on page 65 Understanding the Browser wi...

Page 64: ...heading to see additional settings displayed in the right frame of the window change settings by selecting options and entering information in the window change settings by adding or removing items fr...

Page 65: ...star System the following screen appears Figure 30 Browser main screen Refer to Understanding the Browser window on page 66 if you need detailed information about using the window 6 Navigate to the se...

Page 66: ...er window The window for the Browser tool is split into two side by side frames panes The navigation tree is in the left pane As well some of the headings on the navigation tree have additional settin...

Page 67: ...select it or use the up pointing and down pointing arrows on your keyboard until you select the item When you click a heading or setting the item is highlighted You can also move through the tree by p...

Page 68: ...ipses the operation is immediately performed at the Norstar system Figure 33 Copy button with dialog box cue Table 4 Navigation tree icons Icon What it does Alternate access Click to expand a heading...

Page 69: ...box you know that the Browser has gone ahead with an action because a status message appears or because the dialog box disappears after you click OK Programming the time and date The values for the ti...

Page 70: ...similar item are selected such as Terminals Sets Lines and Services The label displayed in the first field on this task bar will change to match the kind of settings found under the heading For examp...

Page 71: ...ted click on OK on the confirmation dialog box to immediately delete all entries If you enter a new value in the value field such as 258 and click on the Add button the listing Speed dial 258 would ap...

Page 72: ...ual set or line The alternate arrangement of headings subheadings and settings may vary depending on the Norstar system you are accessing You can use the keyboard to choose options for settings You ca...

Page 73: ...set restrictions Line XXX Normal Sched 1 6 Telco features Feature Assignment first display log space Line XXX Caller ID set Vmsg set Lines Line Trunk line data Trunk type Line type Dial mode Distinct...

Page 74: ...CBC limits Companion Registration Portable DNs DN Radio data System LID Re evaluation Radios Radio Cell assignment Antenna type DN lengths Received length DN length Release reasons Hospitality Servic...

Page 75: ...he Browser tool For example if you are working with a newly installed Norstar system many of the changes you make require a card or cartridge to be disabled Instead of seeing the message warning every...

Page 76: ...message When the text of an error messages is given in the following examples target is the ID of the Norstar system and selected is the customer name from the ICSRT database The System ID and custome...

Page 77: ...pplications running on your computer 3 Click the Browser tool icon or select the Browser tool from the Run Tool menu Message Installation error x Please contact your system administrator Explanation F...

Page 78: ...respond try later Message Could not continue browsing because the remote programming session has timed out at the target system of the selected customer Explanation The computer has not responded to...

Page 79: ...new Norstar system before you can browse it The name of the map file appears in the status bar of the Browser window If a map file for a version of the Norstar system becomes corrupted the error messa...

Page 80: ...ol does not start Suggested response Make a note of the map file name Click OK The Browser tool is closed Contact Nortel technical assistance with the name of the map file to get the appropriate file...

Page 81: ...m of the selected customer Please contact your system administrator OR Map file map file name is not compatible with this version of Norstar Remote Tools Explanation The version of the Browser tool yo...

Page 82: ...82 Chapter 6 Understanding the Browser tool N0004999 01...

Page 83: ...programming tool that provides the interaction between the workbooks and the Norstar system The information in this chapter includes Understanding workbooks and off line programming on page 84 Config...

Page 84: ...e a workbook with the programming information from a Norstar system you need to use the Off line Programming tool and a connection established through a customer record in the ICSRT Each version of No...

Page 85: ...der the ICSRT Run Tool menu to select and open the workbook so that you can configure the workbook to the system parameters 1 Select the customer record on the Customer Info screen to which you assign...

Page 86: ...o a customer refer to Accessing an assigned workbook on page 85 If you have not yet configured a client record a With the Customer Info screen open but no customer selected click on Run Tool and selec...

Page 87: ...lect the appropriate system descriptor 4 In the Language box select the language for the worksheet 5 Click OK The workbook changes to the parameters defined by the system If a language change is requi...

Page 88: ...ill be programming then click on OK If you do not know the size of the system you are programming click Cancel and find out this information before you proceed 9 Under the ICS menu select Configure Ha...

Page 89: ...nfigure the data later 12 Save the workbook If you are working with a workbook already assigned to the customer the workbook is saved in the same folder where the CustomerInfo mdb is located in a fold...

Page 90: ...sheet before making any changes to the workbook Refer to Acquiring information from a programmed system on page 96 In general programming changes should be made by acquiring information from the regio...

Page 91: ...orkbook that you prepared following the appropriate instructions under Configuring a workbook on page 85 3 Enter the required data into the various worksheets If you are updating an existing system yo...

Page 92: ...check for accuracy of programming you should not rely on it catch all programming errors Add to ICS Program In conjunction with the Partial or Full Programming selection use Add to ICS Program to add...

Page 93: ...k on Connect The Current Activity field on the Program ICS screen displays information about the current status of the connection Once the connection is established this field shows activity as the IC...

Page 94: ...reating a second workbook to use as an update tool you can use the Off line Programming tool to only update specific areas without being concerned about overwriting other areas of programming or messi...

Page 95: ...e 47 5 Select the workbook you want to copy then click Open 6 Use Save As to save a new workbook file 7 Edit the information that you want to add or change on the system on the Excel worksheets and sa...

Page 96: ...lick Select Workbook A For your information dialog displays reminding you to save multiple copies of the worksheets This dialog is shown only if Do not show this dialog in future checkbox on the dialo...

Page 97: ...e this option if you only want to acquire only specific parts of the system For instance if you want to change some Terminals Sets programming but you want to first see what is already programmed you...

Page 98: ...reens Warning Do not use the cut or paste functions in any applications on your PC when you are acquiring programming from a Norstar system Warning Acquiring programming information from a Norstar sys...

Page 99: ...s is complete you can click through the worksheets in the workbook and make any changes that you require Then you can either reprogram the Norstar system with all the programming not recommended or yo...

Page 100: ...on process you can view these errors on the OLP Errors dialog box You can also correct the error from this dialog box 1 If the workbook is not already open open the workbook where the errors occurred...

Page 101: ...an appropriate cell in which to place the acquired data This often indicates an overflow situation For example if an ICS is programmed with more than 10 overrides overrides with index 11 or higher sh...

Page 102: ...property settings for the workbook There are a number of settings that you can adjust to determine the operation of the off line programming tool These are found on the OLP Settings dialog To open the...

Page 103: ...ssing it Retain CSV Files Information is transferred to and from the workbook using CSV files These files are temporary intermediate files which are erased after they are processed If the Retain CSV F...

Page 104: ...og box If the Display OLP errors dialog option is selected the dialog box is displayed automatically after completing an operation program or acquire Table 9 OLP Settings dialog box fields Field Descr...

Page 105: ...star system the programming for Route 000 is transferred as well but Route 000 cannot be modified You should ignore the error message sent by the Norstar system User preference buttons do not match Th...

Page 106: ...106 Chapter 7 Using Workbooks and off line programming N0004999 01...

Page 107: ...uler to perform a backup a copy of the Norstar system programming copies to the current database path backup folder in a file called System ID new on the computer where the CustomerInfo database for t...

Page 108: ...toring data with ICSRT When you use ICSRT to perform a scheduled restore you indicate the path to the backup file on your computer When the restore occurs the information from the indicated file is up...

Page 109: ...rvice on the Norstar system that is being backed up To perform a backup or restore 1 Before you begin make sure the Customer Info screen appears on your monitor and Scheduler is running in System tray...

Page 110: ...Add Submit job fields Field name Values Description Date date The date on which you want the backup or restore to occur Format YYYY MM DD The default date is the current date on the computer form whi...

Page 111: ...ns this field is grayed out since they can only occur once Time Difference XX X or XX X This field indicates the number of hours difference between the time clock of the ICSRT computer and the Norstar...

Page 112: ...u are not sure if it is still running press Ctrl Alt Del to view the Task Manager Scheduler exe should not appear on the Task Manager 2 Navigate to the ICSRT folder The db folder contains the JobQueue...

Page 113: ...Job Queue is listed with its Customer Name System ID Job Type the Date Time the job is scheduled to occur and the current Status of the job The Jobs in Queue screen uses the following Status identifi...

Page 114: ...te jobs Each time the job is scheduled to repeat another job is added to the JobQueue database This allows you to check if the previous job completed successfully and see when the job will be run agai...

Page 115: ...b When you double click on any job in Jobs in Queue dialog the View Job Info screen appears All the fields in View Job Info dialog will be filled with values read from JobQueue database All the dialog...

Page 116: ...ctive Note that the Backup Now button becomes active 8 Click on Browse and navigate to the manual backup folder you created in the customer database backup folder Caution We recommend that you create...

Page 117: ...d 11 Ensure that you exit the connection to the Norstar system a On your desktop click on the Norstar ICS Programming Tools screen which sits behind the Customer Info screen b On the top menu of this...

Page 118: ...the customer you want to connect to 5 Click on Run Tool and select Backup Restore The connect screen appears with the connect information for that system 6 Click on Connect After your computer connect...

Page 119: ...to stop the restore process slick on Stop 13 When the restore is complete click on Done If you need to restart the restore while it is running click on the Reset button 14 Ensure that you exit the co...

Page 120: ...120 Chapter 8 Backing up and restoring Norstar data N0004999 01...

Page 121: ...center The RAD can be programmed to report alarms to a dedicated alarm device An alarm device can be a printer a terminal or a computer that is set up to log incoming reports Usually the alarm device...

Page 122: ...RAD alarm codes Use Table 11 when you are trying to interpret RAD alarm codes Table key X is the port number 1 8 52 means the Trunk Cartridge is disconnected from the Trunk Module 61 means the Trunk...

Page 123: ...ls to add a new record to the database 8 Do Modal Failed The requested dialog box cannot be opened 9 database path does not exist Trying to connect to default database The application is unable to con...

Page 124: ...copy or create a CustomerInfo database but in source directory CustomerInfo database does not exist 17 Unable to create OLP Choice list as is not a valid path The application is unable to build the O...

Page 125: ...ssist in diagnosing system issues Use this tool only under the direction of technical support personnel Access to this tool requires a password that will be provided by technical support personnel if...

Page 126: ...126 Chapter 9 Troubleshooting the ICS Remote Tool N0004999 01...

Page 127: ...isted below For more information refer to the manual that came with your modem 1 The modem must be set to answer at a maximum of 19200 Baud Note The RAD will not communicate at speed higher than 19200...

Page 128: ...required to set the modem Note If OK does not appear the port is not configured correctly the modem is not properly connected or is not powered on 6 When you have entered the commands appropriate for...

Page 129: ...uipment for a direct connection 1 Connect the RAD to the Norstar ICS port with a standard TCM cable 2 Connect the pre configured modem to the RS 232 port on the RAD using the null modem cable 3 Connec...

Page 130: ...130 Appendix A Connecting a modem N0004999 01...

Page 131: ...Job Queue database that reside in a directory of the computer running ICSRT or on a network file server Error message A window that pops onto the screen and tells you what the error is and what actio...

Page 132: ...line Navigation Movement between fields or screens in ICSRT Object A button or list item that you can manipulate Optional field A field that does not need to contain data Password A series of charact...

Page 133: ...tion menu 65 navigation tree diagram example 73 open 65 overview 63 programming map 67 setting time and date 69 stop programming 94 task bar 70 troubleshooting 75 understanding the tool 64 viewing rec...

Page 134: ...1 Default Path 103 Default Workbook 104 delete customer record 49 database 40 Deselect All 93 98 dial mode 44 53 dial mode modem string 22 Display OLP errors dialog 104 Done 117 119 E edit customer re...

Page 135: ...Manager 12 ODBC drivers 26 overview 11 performance tips 27 process overview 15 quick start guide 12 remote management 12 remote management overview 20 remote set tool 55 uninstall 27 workbooks 83 inf...

Page 136: ...refer to workbook 89 Restore Excel when completed 103 Restore OLP when completed 103 Retain Acquire File 103 Retain CSV Files 103 Retain Program File 103 OLP error dialog 99 101 open Browser tool 65...

Page 137: ...103 RS 232 serial cable direct 19 Run Tools Backup Restore 107 Backup Restore tool 116 118 Browser 63 Debug tool 125 open Browser 65 opening connection 54 remote set tool 55 57 Select Workbook 85 96...

Page 138: ...Current Activity 93 current activity 99 customer location 89 database location 35 Edit Errors 99 Errors 94 Excel requirements 25 Excel versions 84 full acquisition 97 full programming 92 hardware 84 h...

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