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6  Repair facilities

Norstar Voice Mail 4.1 Software Upgrade Guide

P0994576 Issue 01

Repair facilities

In the event of equipment malfunction, all repairs will be performed by Nortel 
Networks or by one of its authorized dealers.

Note: You receive an RA# when you call the repair center in Nashville. This 

number should appear on the package of any and all parts sent to this 
location for repair.

In the USA

In Canada

Nortel Networks
Nashville Repair and Distribution Center
640 Massman Drive
Nashville, TN 37210

Nortel Networks
30 Norelco Drive
Weston, ON
M9L 2X6

Attn: RA#
Tel: (615) 883-9220

Tel: (416) 744-5201
Fax: (416) 744-5227

Summary of Contents for Norstar Voice Mail 4.1

Page 1: ... Norstar Voice Mail 4 1 Software Upgrade Guide ...

Page 2: ......

Page 3: ...sion 14 Backing up Norstar Voice Mail programing 15 Backing up the NAM capabilities file 16 Shutting down Norstar Voice Mail 17 Loading the Norstar Voice Mail 4 1 software 18 Attaching the CD ROM to the NAM 18 Transfering the Norstar Voice Mail 4 1 software to the NAM 19 Testing Norstar Voice Mail 20 Verifying the Norstar Voice Mail 4 1 software version 20 Verifying the Norstar Voice Mail Feature ...

Page 4: ...rstar Voice Mail 34 Restoring the Norstar Voice Mail programing 36 Restoring the NAM capabilities file 36 Testing the Norstar Voice Mail software 38 Backing up Norstar Voice Mail programing after the upgrade 38 Re installing Cintech Dial by Name 38 Re enabling the monitor keyboard and mouse 38 Rebooting the NAM 40 Troubleshooting the upgrade 41 Chapter 3 Upgrade Information Sheet 43 Chapter 4 Appe...

Page 5: ...ication C108 8 which are designed to provide reasonable protection against such interference when operated in a commercial environment Operation of this equipment in a residential area is likely to cause interference in which case users will be required at their own expense to take whatever measures necessary to correct the interference This apparatus does not exceed the Class A limits for radio n...

Page 6: ... authorized dealers Note You receive an RA when you call the repair center in Nashville This number should appear on the package of any and all parts sent to this location for repair In the USA In Canada Nortel Networks Nashville Repair and Distribution Center 640 Massman Drive Nashville TN 37210 Nortel Networks 30 Norelco Drive Weston ON M9L 2X6 Attn RA Tel 615 883 9220 Tel 416 744 5201 Fax 416 7...

Page 7: ...40 MB hard disk drive or larger If your system is equipped with a 270 MB hard disk drive the hard disk drive must be replaced before attempting the upgrade For more information on checking the size of the hard disk drive refer to Checking the size of the NAM hard disk drive on page 11 The Norstar Voice Mail 4 1 Security Key Code must be enabled before attempting to perform the Software Upgrade The...

Page 8: ...oice Mail software version connect a CD ROM drive to the NAM insert and remove the CD ROM disk and floppy diskette as described in the instructions that follow reboot the system when required check the Norstar Voice Mail software version after the upgrade test the Norstar Voice Mail system reset and re initialize the Norstar Voice Mail system if required update the Cintech Dial by Name DBN if requ...

Page 9: ...table level surface Attempting to use the CD ROM drive on its end sitting vertically may damage the CD ROM disk and the CD ROM drive Do not move the CD ROM drive while it is in use Do not handle the unlabeled side of the CD ROM disk During the upgrade procedure you will hear audible tones which indicate either progress of the upgrade or errors requiring action To determine audible message meanings...

Page 10: ... Voice Mail 4 1 Security Key Code This step must be completed before attempting to load the Norstar Voice Mail 4 1 Software Check the Norstar Voice Mail software version Backup NVM Programing after the upgrade Reset Norstar Voice Mail if required Upgrade procedure completed Test Norstar Voice Mail Verify NVM software version Feature 983 Verify NVM Feature Codes Feature 9 1 Verify the NVM Directory...

Page 11: ...il To check the size of the hard disk drive 1 Press Ä á Ú Þ 2 Enter the default password ÛÛÛÜààÛ ACCESS2 3 Press ADMIN 4 Press NEXT until the display shows 5 Press SHOW 6 Press SIZE to display the Norstar Voice Mail system hard disk size 7 If the display shows 263872kb you have a 270 MB hard disk drive The hard disk drive must be replaced before attempting the upgrade For more information on repla...

Page 12: ...ernal serial number You must have this number written down on the Upgrade Information Sheet before you call for your Security Key Code To view the internal serial number The Norstar Voice Mail 4 1 Software Upgrade can only be installed on a system that is equipped with a 540 MB hard disk drive or larger If your system is equipped with a 270 MB hard disk drive the hard disk drive must be replaced b...

Page 13: ...the Norstar Voice Mail 4 1 Security Key Code Installation diskette must be copied on to the hard disk drive of the NAM To enable the Norstar Voice Mail 4 1 Security Key Code 1 Insert the Norstar Voice Mail 4 1 Security Key Code Installation diskette in the floppy diskette drive of the NAM 2 Press Ä á Ú Þ 3 Enter the default password ÛÛÛÜààÛ ACCESS2 4 Press ADMIN 5 Press NEXT until the display show...

Page 14: ...star Voice Mail 4 1 Security Key Code and press OK Press RETRY if you want to re enter your Norstar Voice Mail 4 1 Security Key Code 13 The Security Key Code upgrade is successful if this display is shown Press QUIT or to end this programing session 1 Press Ä á Ü 2 Enter the System Coordinator s mailbox number 12 102 1002 10002 100002 or 1000002 whichever matches the DN length and the System Coord...

Page 15: ...a backup has a LASTDISK file written on it This file is used to notify Norstar Voice Mail that the restore process is complete The back up takes about 2 minutes per disk To back up a Norstar Voice Mail system 1 Press Ä á Ü 2 Enter the System Coordinator Mailbox number and password then press OK 3 Press ÛÛ 4 Press CONT 5 The display will show when calls are still active Note Before the backup proce...

Page 16: ...bilities file SEKUR The SEKUR file contains all upgrade and capability information about your Norstar Voice Mail system including the number of voice and FAX channels if the FAX option is enabled and if the AMIS option is enabled The SEKUR file must be restored along with Norstar Voice Mail programing if a hard disk failure occurs If this file is lost and your hard disk drive fails all upgrades ma...

Page 17: ...own the Norstar Voice Mail system The Norstar Voice Mail system has completed its shutdown when you hear a very fast series of tones descending in pitch When you hear the tones you can unplug the power to the module 7 Insert the formatted floppy diskette into the floppy disk drive on the NAM and press OK 8 Press OK 9 Press to end this ACCESS session 1 Press Ä á Ú Þ 2 Enter the default password ÛÛÛ...

Page 18: ...located at the bottom of the NAM and are accessed through the cable trough Module external points of connection for the eartlier NAMs and NAM II Module external points of connection for the new NAM To attach the CD ROM drive to the NAM 1 Connect the end of the parallel cable to the connector on the CD ROM drive labeled COMPUTER 2 Connect the other end of the cable to the NAM parallel port 3 Connec...

Page 19: ...move the Norstar Voice Mail 4 1 Upgrade Boot Diskette from the floppy diskette drive of the NAM 6 Remove the CD ROM disk from the CD ROM drive Power down the CD ROM drive and disconnect from the NAM 7 Wait approximately 30 seconds then restore power It takes the NAM several minutes to boot When this process is complete the NAM plays a brief musical tune 8 To complete the upgrade process proceed to...

Page 20: ...software version on page 14 Verifying the Norstar Voice Mail Feature codes To verify the Feature Code availability 1 From a Norstar two line display telephone press Ä á Ú The display shows Leave msg and the Feature Code 2 To view the next Feature Code press NEXT The display shows the next Feature Code display prompt and number 3 Continue pressing NEXT to view all the Feature Codes Verifying the No...

Page 21: ... you attempt to access any Norstar Voice Mail features before the system reset is complete the display shows Inactive feature CAUTION If you reset and re initialize the system you lose all previous Norstar Voice Mail programing 1 Press Ä á Ü 2 Enter the System Coordinator Mailbox number and password then press OK Note If you are resetting Norstar Voice Mail before you have performed the initial se...

Page 22: ... Group Lists 6 Press NEXT to accept the leading digit Press CHNG to enter a different leading digit The System Group List leading digit can be any number from 0 to 9 The Special Mailbox numbers automatically begin with 1 so if you select a Group List leading digit of 1 the Special Mailbox numbers will begin with 2 For example the System Coordinator Mailbox would be 22 7 Press OK to complete the in...

Page 23: ...ette in the NAM s floppy disk drive 2 Press Ä á Ú Þ 3 Enter the default password ÛÛÛÜààÛ ACCESS2 4 Press ADMIN 5 Press NEXT until the display shows 6 Press SHOW 7 Press INSTL The system will start loading DBN When the installation is complete the display will show 8 Remove the DBN floppy diskette from the NAM s floppy disk drive 9 Press Ä á ß â 10 If this display does not appear contact your techn...

Page 24: ...24 Norstar Voice Mail 4 1 Software Upgrade Norstar Voice Mail 4 1 Software Upgrade Guide P0994576 Issue 01 ...

Page 25: ... the Norstar Applications Module NAM capabilities file Backing up the Norstar Voice Mail programing copies System configuration parameters Company Greetings Mailbox programing User Greetings Directory Name recordings Group Lists Dialing Translation information CCR information including CCR Trees CCR Paths and CCR prompts Backing up the Norstar Voice Mail programing does not copy any saved or new m...

Page 26: ...ete the Upgrade Information Sheet call the Norstar Key Code Access Line for your Norstar Voice Mail 4 1 Security Key Code connect a CD ROM drive to the NAM insert and remove the CD ROM disk and floppy diskette as described in the instructions that follow reboot the system when required initialize the Norstar Voice Mail software check the Norstar Voice Mail software version after the upgrade restor...

Page 27: ...ust be completed before attempting to load the Norstar Voice Mail 4 1 Software Backup NVM programing after the upgrade Upgrade procedure completed Initialize Norstar Voice Mail Re install Cintech Dial by Name if required Check the size of the NAM hard disk drive Backup the Norstar Voice Mail programing and the NAM capabilities file Replace hard disk drive Shutdown Norstar Voice Mail Restore the No...

Page 28: ...programing and the NAM capabilities file must be restored Removing the hard disk drive To remove the hard disk drive 1 Shutdown the NAM For more information refer to Shutting down Norstar Voice Mail on page 17 2 Remove the NAM power cord from the AC outlet 3 Ground yourself by attaching one end of the grounding strap to your wrist and the other end to a grounded metal surface 4 Open the module doo...

Page 29: ... drive is installed its wiring and cabling must also be disconnected 8 The hard disk drives are held by a bracket attached to the module wall Undo the two nylon fasteners at the top and bottom of the bracket by grasping each fastener and gently pulling it away from the module wall The fastener moves out from the module wall but remains attached to the bracket CAUTION Ensure the hard disk drive bra...

Page 30: ...rive mounting bracket 9 Lift the bracket out of the module 10 Remove the four screws that fasten the hard disk drive to the bracket Two screws are located on each side of the hard disk drive 11 Pull the hard disk drive out from the bracket Removing the hard disk drive from bracket CAUTION Shock can damage the hard disk Do not drop or bump the hard disk drive ...

Page 31: ...rmly against the module wall so each of the nylon fasteners partly goes through the holes in the module wall 4 Press each nylon fastener through the hole in the module wall until the fastener snaps shut 5 Connect the hard disk power supply wiring and ribbon cable The connector at the end of the ribbon cable is used for the primary hard disk drive Note All connectors are keyed or shaped so they can...

Page 32: ...place the CD ROM drive horizontally on a stable level surface Attempting to use the CD ROM drive on its end sitting vertically may damage the CD ROM disk and the CD ROM drive Do not move the CD ROM drive while it is in use Do not handle the unlabeled side of the CD ROM disk During the upgrade procedure you hear audible tones which indicate either progress of the upgrade or errors requiring action ...

Page 33: ...takes approximately 25 to 45 minutes When the files are successfully loaded a sequence of audible tones is repeated indefinitely 6 Disconnect power to the NAM 7 Remove the Norstar Voice Mail 4 1 Upgrade Boot Diskette from the floppy diskette drive of the NAM 8 Remove the CD ROM disk from the CD ROM drive Power down the CD ROM drive and disconnect from the NAM 9 Wait approximately 30 seconds then r...

Page 34: ...ifferences between the US English and Canadian English voice prompts In US English is referred to as pound and ó is pronounced zee In Canadian English is referred to as number sign and ó is pronounced zed 5 Press SPA To select French as the Second Language press FRE 6 Press OK to accept the two languages Press RETRY to change the languages Note Make sure the two languages shown on this display are...

Page 35: ...st leading digit can be any number from 0 to 9 The Special Mailbox numbers automatically begin with 1 so if you select a Group List leading digit of 1 the Special Mailbox numbers begin with 2 For example the System Coordinator Mailbox would be 22 10 Press OK to accept the leading digit Press CHNG to enter a different leading digit 11 Press OK to complete the initialization Press RETRY to change th...

Page 36: ...all upgrades made to your Norstar Voice Mail system are lost When you restore the SEKUR file you must make sure you are restoring the most recent backup 1 Press Ä á Ü 2 Enter the System Coordinator Mailbox number and password and press OK 3 Press Ü Ü 4 Press CONT 5 Press OK All Norstar Voice Mail programing data is erased before the restore begins If calls are still active the display shows Before...

Page 37: ...d is ACCESS2 2223772 3 Press ADMIN 4 Press NEXT until the display shows 5 Press SHOW 6 Press RSTR 7 Insert the backup disk and press OK When complete the display shows 8 Press OK Press to end this programing session Password ºººººººº ºº RETRY ACCESSºServer BACKºº NEXTº ADMIN A ºPrtºqueueºmgr QUITºº NEXT ºSHOW E ºBckp Rstr QUITºº NEXT SHOW Backupº ºRestore QUITººBCKPº RSTR Insertºfloppy QUITººººº O...

Page 38: ...5 and Backing up the NAM capabilities file on page 16 Re installing Cintech Dial by Name The methods used to upgrade the system software will may cause Dial by Name DBN to fail to load after the system is rebooted To re install the Dial by Name DBN refer to Updating Cintech Dial by Name on page 23 Re enabling the monitor keyboard and mouse If you have a monitor keyboard and mouse attached to your ...

Page 39: ...mmediately press ºAlt and F1 at the same time The flashing white box only appears on the screen for 2 seconds Note If you were unable to press ºAlt and F1 while the white OS 2 box appeared cycle the power to the NAM and repeat step 9 10 When the Recovery Choices screen appears on the monitor press on the keyboard 11 The monitor keyboard and mouse are initialized and enabled Note Steps 9 and 10 are...

Page 40: ...mediate option allows 15 seconds When you are rebooting the NAM you will usually use the Graceful option However if the system is not responding to the command you can speed up the process by changing the option to a Quick Reboot After 45 seconds a Quick Reboot is performed To reboot the NAM 1 Press Ä á Ú Þ 2 Enter the default password ÛÛÛÜààÛ ACCESS2 3 Press NEXT until the display shows 4 Press S...

Page 41: ...nce A sequence of three descending tones repeated indefinitely The wrong CD ROM disk is in the CD ROM drive 1 Ensure the Norstar Voice Mail 4 1 CD ROM disk is in the CD ROM drive 2 Re attempt the upgrade procedure 3 A hardware upgrade may be required contact your Norstar Technical Support group for assistance A sequence of four descending tones repeated indefinitely The upgrade was started but the...

Page 42: ...NAM Voice Mail may not start The CMOS configuration has been changed Contact your Norstar Technical Support group for assistance Three tones after powering up the NAM Voice Mail will not start Fatal CMOS configuration error Contact your Norstar Technical Support group for assistance Three tones repeated with one second interval after powering up the NAM Voice Mail will not start Fatal CMOS configu...

Page 43: ...l Norstar Voice Mail Serial Number Number of Voice Channels currently installed 2 4 6 8 10 12 14 16 KSU information Norstar KSU Type 3X8 6X16 8X24 Modular ICS Compact ICS Norstar KSU Software version Centrex Not Centrex Total number of incoming lines to the Norstar KSU Note You must enter the exact number Total number of sets attached to the Norstar KSU Note You must enter the exact number You mus...

Page 44: ...44 Upgrade Information Sheet Norstar Voice Mail 4 1 Software Upgrade Guide P0994576 Issue 01 ...

Page 45: ...tting the Line Answer status This appendix provides instruction for performing both parts Line renumbering can be done from a Norstar two line display telephone Before you start ensure you have the Line Renumbering Utility diskette To run the line renumbering utility 1 Press Ä á Ú Þ 2 Enter the default password ÛÛÛÜààÛ ACCESS2 3 Press ADMIN 4 Press NEXT until the display shows 5 Press SHOW 6 Inser...

Page 46: ...ed as they were programmed Remove the Line Renumbering Utility diskette from the floppy disk drive and press 1 Press Ä á Û 2 Enter the Operator password and press OK 3 Press NEXT 4 Press NEXT 5 Press CHNG When Answer Lines is set to N the display shows Disabling 6 Press CHNG When Answer Lines is set to Y the display shows Enabling 7 Press to end this programming session All done Pswd RETRY OK Atdt...

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Page 48: ...1 800 4 NORTEL www nortel com norstar Norstar is a trademark of Nortel Networks P0994576 Issue 01 Printed in Canada ...

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