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Nortel CallPilot 150, Руководство по установке и обслуживанию

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CallPilot Mini/CallPilot 150 Installation and Maintenance Guide

 

Chapter 10
Troubleshooting

Introduction

Troubleshooting CallPilot Mini/CallPilot 150 problems involves determining the symptoms and 
diagnosing the cause of the problem.

A problem can be the result of more than one component failure. Diagnosing a CallPilot Mini/
CallPilot 150 problem involves isolating the cause, and determining whether the malfunction 
involves a failed hardware component or the CallPilot Mini/CallPilot 150 software configuration.

Important: After you have determined the cause of the problem, and corrected the problem by 
replacing a component or changing the software configuration parameters, you must test the 
CallPilot Mini/CallPilot 150.

Diagnosing problems

A malfunctioning CallPilot Mini/CallPilot 150 can be caused by a faulty component or the 
CallPilot Mini/CallPilot 150 software configuration. The following sections describe the 
symptoms that occur when CallPilot Mini/CallPilot 150 malfunctions. The symptoms are 
described first, followed by the procedures to confirm and correct the problem. 

The RS-232 terminal cannot communicate with CallPilot Mini/
CallPilot 150

Communication problems appear as garbled text or a blank screen. You need to determine if the 
problem is a communication problem, or if CallPilot Mini/CallPilot 150 is not working at all.

1

Check to see if CallPilot 150 responds to the Feature Codes. 

Press 

≤·°⁄

 on any Norstar telephone connected to the system. CallPilot 150 should 

respond with the 

Pswd:

 display prompt. The 

Log:

 display prompt can also appear if the 

telephone is not assigned a mailbox.

Note: 

If you are troubleshooting a CallPilot Mini, skip step 1. The CallPilot Mini 

does not support Feature Codes.

Note: 

CallPilot 150 Feature Codes might not be the default codes shown here. For 

more information on determining CallPilot 150 feature codes, refer to 

“Determining 

CallPilot 150 Feature Codes” on page 43

.

Содержание CallPilot 150

Страница 1: ...Part No P0990474 03 CallPilot Mini CallPilot 150 Installation and Maintenance Guide...

Страница 2: ...lies with Federal Communications Commission Rules and Regulations Part 68 when connected to a Norstar or Meridian 1 switch This equipment does not connect directly to the public switched telephone net...

Страница 3: ...in America 14 Technical Support CTAS 14 APAC Asia Pacific 14 Technical Support CTAS 14 Chapter 1 How to use this guide 15 How to use this guide 15 How the instructions are presented 16 Warning and cau...

Страница 4: ...o work with CallPilot Mini 30 Creating an ACD Queue 30 Assigning ACD Agents 32 Enabling the Call Forward on Busy message 33 Scheduled Block SCB 33 Initializing CallPilot Mini CallPilot 150 using CallP...

Страница 5: ...CallPilot 150 only 52 Chapter 8 Backing up and restoring CallPilot 53 Installing the CallPilot Backup and Restore Utility 53 Backing up the CallPilot information 53 Restoring the CallPilot information...

Страница 6: ...eters on Windows 95 or Windows 98 72 Creating a Dial Up Networking connection on Windows NT 4 0 73 Configuring the Dial Up Networking TCP IP parameters on Windows NT 4 0 74 Creating a Dial Up Networki...

Страница 7: ...igures Figure 1 Inside the CallPilot Mini CallPilot 150 19 Figure 2 Mounting the CallPilot Mini CallPilot 150 23 Figure 3 CallPilot Mini CallPilot 150 connections 25 Figure 4 Connecting the EMC Kit to...

Страница 8: ...8 P0990474 03...

Страница 9: ...ep 1 31 Table 9 Creating an ACD Queue step 2 31 Table 10 Assigning ACD Agents 32 Table 11 Assigning ACD Agents 33 Table 12 CallPilot Mini CallPilot 150 serial port pinout 36 Table 13 Quick Install Wiz...

Страница 10: ...10 P0990474 03...

Страница 11: ...cription inside the brackets Do not type the brackets when entering the command Example If the command syntax is ping ip_address you enter ping 192 32 10 12 bold Courier text Indicates command names a...

Страница 12: ...old and you connect to the waiting call You can have no more than two active calls at one time The T7100 terminal does not have a button Related publications For more information about programming Cal...

Страница 13: ...rt Telephone 1 800 4NORTEL 1 800 466 7835 If you already have a PIN Code you can enter Express Routing Code ERC 196 If you do not yet have a PIN Code or for general questions and first line support yo...

Страница 14: ...lnetworks com CALA Caribbean Latin America Technical Support CTAS Telephone 1 954 858 7777 email csrmgmt nortelnetworks com APAC Asia Pacific Technical Support CTAS Telephone 61 388664627 Fax 61 38866...

Страница 15: ...how to install the CallPilot Mini CallPilot 150 Chapter 5 Initializing the CallPilot Mini CallPilot 150 describes how to program the initial parameters for the CallPilot Mini CallPilot 150 Chapter 6 L...

Страница 16: ...and caution symbols Sometimes you will see symbols warning you to be careful These symbols include Before you begin any task read all the steps including Notes Cautions and Warnings Note alerts you to...

Страница 17: ...il with a choice of a CallPilot or Norstar Voice Mail interface up to eight voice channels Call Center functionality Features of CallPilot Table 2 CallPilot features Feature CallPilot 150 CallPilot Mi...

Страница 18: ...work one RS 232 port for connecting a terminal which provides alternative access two RJ 11 jacks labeled Port A and Port B for connections to a Norstar KSU or Meridian 1 PBX Each RJ 11 jack can suppor...

Страница 19: ...ge is the device that stores the CallPilot software greetings and voice messages The top slot is used during software upgrades For the locations of the PCMCIA slots refer to Figure 1 Dimensions The Ca...

Страница 20: ...oicemail messages The CallPilot Mini CallPilot 150 provides 24 hours of voice message storage With the optional message storage upgrade the CallPilot Mini CallPilot 150 provides 59 hours of voice mess...

Страница 21: ...square closer than 15 m or 50 ft of cable length from the Norstar KSU or Meridian 1 PBX within 1 5 m or about 5 ft of a three wire grounded electrical outlet a minimum of 16 cm or 6 in from a corner...

Страница 22: ...IP address conflicts with your network you must change the address before connecting the CallPilot Mini CallPilot 150 to your network You can change the IP address using a terminal connected to the Ca...

Страница 23: ...ot 150 Follow this procedure to mount the CallPilot Mini CallPilot 150 on a wall 1 Attach the wall mount bracket to a secure surface by the two inner holes Use anchors as necessary 2 Slip the slot on...

Страница 24: ...f the CallPilot Mini cables The EMC Kit must be fully closed and attached at the point where the cables exit the CallPilot Mini Figure 4 shows the EMC Kit and where it is attached 7 Close the lid Tabl...

Страница 25: ...llPilot 150 25 CallPilot Mini CallPilot 150 Installation and Maintenance Guide Figure 3 CallPilot Mini CallPilot 150 connections Cable trough Power 9V DC Port A TCM 1 3 Port B TCM 2 4 Ethernet port Ca...

Страница 26: ...26 Chapter 4 Installing CallPilot Mini CallPilot 150 P0990474 03 Figure 4 Connecting the EMC Kit to the CallPilot Mini cables EMC Kit...

Страница 27: ...e This sequence does not appear every time you restart CallPilot Mini CallPilot 150 1 2 3 and 4 turn on in order until all of the LEDs are on The LEDs then turn off in the same order The LEDs continue...

Страница 28: ...28 Chapter 4 Installing CallPilot Mini CallPilot 150 P0990474 03...

Страница 29: ...the CallPilot Mini CallPilot 150 or an Ethernet crossover cable If you are using CallPilot Manager to initialize CallPilot Mini CallPilot 150 refer to Initializing CallPilot Mini CallPilot 150 using...

Страница 30: ...ueue refer to Creating an ACD Queue on page 30 3 Assign the Terminal Numbers determined in step 1 as ACD Agents for the CallPilot Mini ACD Queue Make sure you assign all of the Terminal Numbers that a...

Страница 31: ...nter the Directory Number for this ACD Queue In the example shown 5666 represents the Directory Number of the ACD Queue MWC NO MAXP 8 NCFW 0 IVR YES ALOG YES Note For any of the prompts not listed in...

Страница 32: ...e TN shown 4 0 is an example only DES AGENT1 Type a name for this agent The name shown AGENT1 is an example only CLS FLXA VCE WTA CNDA DNDD KEY 00 ACD 5666 0 5701 Type the ACD Queue number of the ACD...

Страница 33: ...hone if you ensure that the Hunt prompt in LD 95 is set to B All of the steps below are performed on the Meridian 1 PBX using a terminal connection 1 At the main prompt type LD 95 2 Respond to the pro...

Страница 34: ...tall Wizard Computer requirements for CallPilot Manager You access CallPilot Manager using a web browser on a computer that is connected to the CallPilot Mini CallPilot 150 Computer requirements The c...

Страница 35: ...to change the IP address using a serial cable you need a serial cable VT100 compatible terminal or a computer that has a VT100 compatible terminal emulation program such as HyperTerminal Note If you...

Страница 36: ...or terminal emulation program Changing the IP address using the terminal To change the IP address 1 Attach the serial cable to the serial port on the CallPilot Mini CallPilot 150 For information abou...

Страница 37: ...et routing appears 12 If the CallPilot Mini CallPilot 150 needs a next hop router press the Y key and press the Enter key If the CallPilot Mini CallPilot 150 does not need a next hop router press the...

Страница 38: ...t down the computer 2 Attach one end of the Ethernet crossover cable to the Ethernet port on the CallPilot Mini CallPilot 150 3 Connect the other end of the cable to the network interface card on your...

Страница 39: ...ot know the IP Address contact your network administrator This is the IP Address you will use to access the CallPilot Mini using CallPilot Manager Changes to the IP Address take effect when you reboot...

Страница 40: ...hed telephone network You can select A Law or M Law Mailbox Keycode If you have purchased additional mailboxes for CallPilot enter the keycode you received with your mailbox package If you have not pu...

Страница 41: ...mary DNS server or if the domain name is not listed in the Primary DNS server Note If you do not use DNS leave this box blank CallPilot applications such as Digital Networking can use a DNS server eve...

Страница 42: ...keycode for additional mailboxes Do not enter the keycode that enables the basic voicemail application From Extension Enter the extension number of the first telephone in a range of telephones you wan...

Страница 43: ...first feature used by CallPilot in Table 15 and on the CallPilot Programming Record or the Call Center Programming Record Note You cannot initialize the CallPilot Mini using a telephone To initialize...

Страница 44: ...he System Administration feature code you determined earlier 2 Enter CONFIG and press OK 3 Press CHNG to toggle the settings between voicemail or CallCenter If you choose voicemail the voicemail appli...

Страница 45: ...the Special Mailboxes will begin with 2 The Group List Leading Digit cannot be the same as the first number of any mailbox 10 Press NEXT 11 Press CHNG to toggle the settings between Y for Yes or N fo...

Страница 46: ...46 Chapter 5 Initializing the CallPilot Mini CallPilot 150 P0990474 03...

Страница 47: ...erver IP Address option 6 If you selected the Server name option enter the fully qualified domain name for the CallPilot Mini CallPilot 150 If you selected the Server IP Address option enter the IP ad...

Страница 48: ...k the Back button and correct the information before proceeding A dialog box appears when the language change is completed 16 Click the OK button 17 If you want to change the second language repeat st...

Страница 49: ...set the system administrator password 1 Dial in to CallPilot system 2 Ask the CallPilot Attendant to transfer you or use the Automated Attendant to transfer yourself to the General Delivery Mailbox 3...

Страница 50: ...using a telephone with CallPilot User Interface 1 Dial in to CallPilot system 2 Ask the CallPilot Attendant to transfer you or use the Automated Attendant to transfer yourself to the General Delivery...

Страница 51: ...ng a telephone CallPilot 150 only Follow this procedure to reset a mailbox password using a telephone Resetting the Call Center Administrator password CallPilot 150 only This password is used to acces...

Страница 52: ...tion box 6 Click the Submit button Resetting the Modem access password using a telephone CallPilot 150 only Follow this procedure to reset the Modem access password using a telephone 1 Press 2 Enter t...

Страница 53: ...omputer Backing up the CallPilot information Backing up the CallPilot information is a method of protecting your CallPilot programming voice messages and greetings When you back up CallPilot you make...

Страница 54: ...llPilot 150 with optional message storage upgrade 180 MB Caution Do not use CallPilot Manager to perform any administrative tasks while a backup is in progress If you use CallPilot Manager to make a c...

Страница 55: ...d Restore Utility on the computer you are using to restore the CallPilot information Caution Do not use CallPilot Manager to perform any administrative tasks while a restore is in progress If you use...

Страница 56: ...e information 11 Click the OK button A confirmation dialog box appears 12 If the information on the confirmation dialog is correct click the Continue button If the information is not correct click the...

Страница 57: ...llPilot 150 hostname or IP addresses box enter the host name or IP address of the CallPilot Mini CallPilot 150 from which you want to retrieve the log files 6 Click the OK button A confirmation dialog...

Страница 58: ...58 Chapter 8 Backing up and restoring CallPilot P0990474 03...

Страница 59: ...A slots refer to Figure 1 on page 19 5 Restore power to the unit The CallPilot Mini CallPilot 150 starts up During the start up the LEDs turn on and off in the following sequence LEDs 1 to 4 light for...

Страница 60: ...from 24 hours to 60 hours To upgrade the message storage you replace the existing feature cartridge with the expanded memory feature cartridge Contact your Nortel Networks sales representative for inf...

Страница 61: ...information For information about how to restore the CallPilot information refer to Restoring the CallPilot information on page 55 Note A correct reboot of the CallPilot Mini CallPilot 150 is indicat...

Страница 62: ...62 Chapter 9 Upgrading CallPilot Mini CallPilot 150 P0990474 03...

Страница 63: ...ot 150 software configuration The following sections describe the symptoms that occur when CallPilot Mini CallPilot 150 malfunctions The symptoms are described first followed by the procedures to conf...

Страница 64: ...Use a different terminal 7 If there is still a problem reboot the CallPilot Mini CallPilot 150 system If there is no improvement call your support line CallPilot Mini CallPilot 150 does not function...

Страница 65: ...CallPilot Mini CallPilot 150 then reprogram and test the system Cannot access CallPilot Manager If you cannot access CallPilot Manager do the following 1 Wait until LED turns on before attempting to...

Страница 66: ...inactive There are certain situations when you must first remove the Feature Codes that you are planning to use before you install the new CallPilot 150 software These situations include when you are...

Страница 67: ...nal feature is requesting an external feature access code 4 Press First The first feature code appears 5 Press TEST Note 9XX is the Feature Code and xxxxxxxx is a number assigned to the Feature Code 6...

Страница 68: ...es or peripherals connected to the station port which has the same DN that was assigned as the Control DN of a Skillset power source to the CallPilot 150 is not damaged 3 After checking all the wiring...

Страница 69: ...has failed Refer to The Power on Diagnostics fail on page 65 One or more of LEDs 1 to 4 do not turn on after CallPilot Mini CallPilot 150 has finished starting up LEDs 1 to 4 indicate the lines that a...

Страница 70: ...70 Chapter 10 Troubleshooting P0990474 03...

Страница 71: ...om this mailbox you can access the CallPilot modem If your computer has a modem with two telephone cable connectors connect the telephone to the jack designated for a telephone If you are unsure which...

Страница 72: ...ons 3 Click Dial Up Networking The Dial Up Networking window appears 4 Double click the Make New Connection icon 5 In the Type a name for the computer you are dialing box enter a name for the CallPilo...

Страница 73: ...enter 192 168 0 10 10 Clear the following options Use IP header compression Use default gateway on remote network 11 Click the OK button 12 Click the OK button Creating a Dial Up Networking connectio...

Страница 74: ...Pilot system but change the last set of digits to a different number For example if the CallPilot IP address is 192 168 0 1 enter 192 168 0 10 12 Clear the following options Use IP header compression...

Страница 75: ...button 11 In the Telephone number box enter a telephone number It does not matter what telephone number you enter in this box because the number is not used for the connection to the CallPilot system...

Страница 76: ...Click the Networking tab 13 In the Type of dial up server I am calling drop list click PPP Windows 95 98 NT4 2000 Internet 14 Click the Settings button 15 Select the following options Enable LCP exte...

Страница 77: ...ws you to easily switch between the configuration for the CallPilot modem and the configuration for normal modem use To install the Nortel Networks Modem Configuration Utility 1 Load the CallPilot CD...

Страница 78: ...ne CallPilot 150 only Follow this procedure to enable the Modem access password using a telephone Note To disable Modem access clear the Modem Access and Confirmation boxes and then click the Submit b...

Страница 79: ...on mailbox number and password 3 Press 4 Press NEXT 5 Press NEXT 6 Press OK 7 Press CHNG 8 Press CHNG 9 Enter the new Modem access password and press OK 10 Re enter the new Modem access password and p...

Страница 80: ...or Secure Access option 4 Click the OK button The Configuration Complete dialog box appears 5 Click the OK button 6 In you are using Windows NT 4 0 restart your computer After your computer finishes r...

Страница 81: ...button and then click Run 2 Enter Telnet 192 168 0 2 and click OK 3 Log on to the CallPilot console When you are finished with the CallPilot system end your connection to the CallPilot modem Tip If t...

Страница 82: ...he Modem Configuration Utility opens 3 Select the Configure Modem for Normal Operation option 4 Click the OK button The Configuration Complete dialog box appears 5 Click the OK button 6 If you are usi...

Страница 83: ...and B2 extension numbers The following charts can be used to determine the default B1 and B2 Directory Numbers DN of the Norstar Compact and Modular systems Table 17 Non expanded Modular ICS DNs Tabl...

Страница 84: ...buttons with indicators When the CallPilot 150 DNs are programmed to memory buttons it is easy to monitor CallPilot 150 traffic levels and determine if any CallPilot 150 ports are not functioning 401...

Страница 85: ...aud rates are 300 1200 2400 4800 and 9600 Bit An abbreviation for binary digit A bit is the smallest unit of information recognized by the computer A bit has one of two values 0 or 1 to indicate off o...

Страница 86: ...on the other end of the line hangs up Display A one or two line screen on a Nortel Networks telephone that shows CallPilot commands and options Display buttons The three buttons that appear on a Norst...

Страница 87: ...that are assigned a special Group number by CallPilot When a message is sent to a Group List all the mailboxes in the list receive the message Hardware The physical components of a CallPilot Mini Call...

Страница 88: ...ser through voice or display prompts PBX Private Branch Exchange a Meridian 1 business telephone system PCMCIA Personal Computer Memory Card International Association A PCMCIA card stores the CallPilo...

Страница 89: ...t This is the type of port that you use to connect the CallPilot 150 to the Norstar KSU or the CallPilot Mini to the Meridian 1 PBX Tone dial telephone A push button telephone that emits DTMF tones Tr...

Страница 90: ...90 Glossary P0990474 03...

Страница 91: ...equirements 34 Caution symbol 16 Communications parameters required 36 Compatible telephone systems Meridian 1 18 Norstar 18 Computer requirements 34 Conventions 16 Cautions 16 Notes 16 text 11 Countr...

Страница 92: ...tdial Method 40 42 P Package check list 21 Passwords resetting 49 resetting administrator s 49 resetting mailbox 51 resetting modem access 52 resetting operator s 50 resetting the Call Center administ...

Страница 93: ...s 24 Temperature requirements 21 Terminal requirements 35 using to change IP address 36 Text conventions 11 To Extension 40 42 To Line 42 Troubleshooting 66 CallPilot does not reboot 67 Feature Codes...

Страница 94: ...94 Index P0990474 03...

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