Avaya Nortel Business Communications Manager 450 1.0 Guía para resolver problemas Pagina 1

BCM450Business Communications ManagerDocument Status:StandardDocument Number: NN40160-700Document Version: 01.01Date: August 2008BCM450 Troubleshootin

10 Chapter 1 IntroductionNN40160-700NN40160-700• Contacting Technical Support on page 99AcronymsThe following is a list of acronyms used in this guide

100 Chapter 12 Contacting Technical SupportNN40160-700NN40160-700— Who made these changes? Were the changes made by a partner or customer? Provide the

Chapter 12 Contacting Technical Support 101BCM450 Troubleshooting GuideGetting help from a specialist by using an Express Routing CodeTo access some N

102 Chapter 12 Contacting Technical SupportNN40160-700NN40160-700

Chapter 1 Introduction 11BCM450 Troubleshooting GuideOOF Out of FramePPP Point-to-Point ProtocolPRI Primary Rate InterfacePBX Private Branch ExchangeP

12 Chapter 1 IntroductionNN40160-700NN40160-700Symbols and conventions used in this guideThese symbols are used to highlight critical information for

Chapter 1 Introduction 13BCM450 Troubleshooting GuideRelated publicationsRelated publications are listed below. To locate specific information, you ca

14 Chapter 1 IntroductionNN40160-700NN40160-700

15BCM450 Troubleshooting GuideChapter 2Initial TroubleshootingYou can better troubleshoot the problems on your network and reduce their impact by prep

16 Chapter 2 Initial TroubleshootingNN40160-700NN40160-700Logical connectionsYou must know how your devices are connected logically as well as physica

Chapter 2 Initial Troubleshooting 17BCM450 Troubleshooting Guideused to compare against the results that you get when your network is experiencing tro

18 Chapter 2 Initial TroubleshootingNN40160-700NN40160-700

19BCM450 Troubleshooting GuideChapter 3Hardware TroubleshootingUse the tasks in this chapter to troubleshoot problems related to the BCM450 hardware c

Copyright © 2008 Nortel Networks, All Rights ReservedAll rights reserved.The information in this document is subject to change without notice. The sta

20 Chapter 3 Hardware TroubleshootingNN40160-700NN40160-700System status LEDsThe chassis of the BCM450 contains two LEDs: a Status LED and a Power LED

Chapter 3 Hardware Troubleshooting 21BCM450 Troubleshooting GuideLAN port LEDsEach LAN port on the main unit and expansion unit has two LEDs. These LE

22 Chapter 3 Hardware TroubleshootingNN40160-700NN40160-700Figure 2 MBM LEDsThe table MBM LED descriptions on page 22 describes the possible MBM LED

Chapter 3 Hardware Troubleshooting 23BCM450 Troubleshooting GuideFigure 3 DTM LEDsThe table DTM LED functions on page 23 describes the functions of

24 Chapter 3 Hardware TroubleshootingNN40160-700NN40160-700BRIM LEDsThe BRIM has one additional LED beside each RJ-48C jack. These LEDs are on when th

Chapter 3 Hardware Troubleshooting 25BCM450 Troubleshooting Guide2 Select the System folder and click the Keycodes task.The Keycodes panel displays an

26 Chapter 3 Hardware TroubleshootingNN40160-700NN40160-700To restart the systemUse this procedure to restart the system from the Element Manager.1 Se

Chapter 3 Hardware Troubleshooting 27BCM450 Troubleshooting GuideTo restart the system from the BCM450 hardware, use the reset button as described in

28 Chapter 3 Hardware TroubleshootingNN40160-700NN40160-700Figure 5 Example: Bootloader.log file with no errorsFigure 6 Example: Boot file with er

Chapter 3 Hardware Troubleshooting 29BCM450 Troubleshooting GuideTo test the main unitIf you have the digital station feature included in your install

3BCM450 Troubleshooting GuideTask ListIntroduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

30 Chapter 3 Hardware TroubleshootingNN40160-700NN40160-7004 Check for a dial tone.5 Use this extension to make a call to another extension on the sys

Chapter 3 Hardware Troubleshooting 31BCM450 Troubleshooting GuideGo to an extension that has access to one of the lines on the MBM if it is a trunk MB

32 Chapter 3 Hardware TroubleshootingNN40160-700NN40160-7003 Check that the correct feature for digital sets is included in your installed keycode.4 V

Chapter 3 Hardware Troubleshooting 33BCM450 Troubleshooting GuideFigure 7 Reset switch locationSome possible situations in which you use the reset f

34 Chapter 3 Hardware TroubleshootingNN40160-700NN40160-700Activate the reset featureYou activate the reset feature through the Maintenance CLI or the

Chapter 3 Hardware Troubleshooting 35BCM450 Troubleshooting Guide• data bits: 8•parity: N• stop bits: 1• no flow control3 Use a terminal emulation pro

36 Chapter 3 Hardware TroubleshootingNN40160-700NN40160-700Figure 8 Boot process with failed or missing memoryFigure 9 Boot process with failed or

37BCM450 Troubleshooting GuideChapter 4Software TroubleshootingUse the information in this chapter to troubleshoot problems related to the BCM450 soft

38 Chapter 4 Software TroubleshootingNN40160-700NN40160-700—The Restrictions tabbed panel allows you to define which restrictions will be active for i

Chapter 4 Software Troubleshooting 39BCM450 Troubleshooting GuideTrunk Type PSTN-based lines, VoIP, TargetThere are three main categories of lines:PST

4 Task ListNN40160-700Understanding system messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83To set Release Reasons ...

40 Chapter 4 Software TroubleshootingNN40160-700NN40160-700PropertiesThe Properties tab shows basic line properties. Not all fields apply to all types

Chapter 4 Software Troubleshooting 41BCM450 Troubleshooting GuideFigure 10 Properties details panelTable 8 on page 41 defines the fields on this pan

42 Chapter 4 Software TroubleshootingNN40160-700NN40160-700PreferencesThe Preferences tab shows information that may vary from trunk to trunk. Most of

Chapter 4 Software Troubleshooting 43BCM450 Troubleshooting GuideTable 9 defines the fields on this panel and indicates the lines.Table 9 Preference

44 Chapter 4 Software TroubleshootingNN40160-700NN40160-700Answer modeLoop GS E&M BRI DPNSSManualAutoDefine whether a trunk is manual or automatic

Chapter 4 Software Troubleshooting 45BCM450 Troubleshooting GuideRestrictionsAssigning Line restrictions and Remote Access Package restrictions are pa

46 Chapter 4 Software TroubleshootingNN40160-700NN40160-700Assigned DNsThe Assigned DNs tabbed panel displays the DN properties for lines that are ass

Chapter 4 Software Troubleshooting 47BCM450 Troubleshooting Guide5 Select the optional components that you want to include from the backup file. 6 Cli

48 Chapter 4 Software TroubleshootingNN40160-700NN40160-700Verify the software inventoryThis section provides information about how to verify the leve

Chapter 4 Software Troubleshooting 49BCM450 Troubleshooting GuideTo obtain updates from the Nortel Technical Support Web page1 In your web browser, en

5BCM450 Troubleshooting GuideContentsChapter 1Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

50 Chapter 4 Software TroubleshootingNN40160-700NN40160-700

51BCM450 Troubleshooting GuideChapter 5Advanced TroubleshootingThis chapter contains examples of advanced troubleshooting procedures. You must be a sy

52 Chapter 5 Advanced TroubleshootingNN40160-700NN40160-7006 Select Configuration > Telephony > Lines > Active Physical Lines. Select the app

Chapter 5 Advanced Troubleshooting 53BCM450 Troubleshooting Guide9 Select the BCM Info tab and verify the status of the line. Example 2: Cannot dial o

54 Chapter 5 Advanced TroubleshootingNN40160-700NN40160-7003 Verify that the appropriate keycode is active. For H323 trunks, the keycode is VoIP GW Tr

Chapter 5 Advanced Troubleshooting 55BCM450 Troubleshooting Guide6 Click the Add button to open the Add Remote Gateway dialog box. Verify that the rem

56 Chapter 5 Advanced TroubleshootingNN40160-700NN40160-700Note: Ensure that the Absorbed Length is configured to the expected dialing plan. 9 Select

Chapter 5 Advanced Troubleshooting 57BCM450 Troubleshooting Guide10 Highlight the appropriate set and select the Line Pool Access tab. Verify that the

58 Chapter 5 Advanced TroubleshootingNN40160-700NN40160-700Note: In this example, the dialing plan is configured for a CDP Network with the recommende

Chapter 5 Advanced Troubleshooting 59BCM450 Troubleshooting GuideIf the number of phones connected does not exceed the number of licenses, and does no

6 ContentsNN40160-700NN40160-700Check the programming of lines and phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Check line

60 Chapter 5 Advanced TroubleshootingNN40160-700NN40160-7004 Verify S1/S2 IP address & Port settings on phone (Port 7000 for BCM) Example 4: Canno

Chapter 5 Advanced Troubleshooting 61BCM450 Troubleshooting GuideTroubleshooting example 41 Verify that the keycode is generated against the right sys

62 Chapter 5 Advanced TroubleshootingNN40160-700NN40160-700Troubleshooting example 51 Check that the LED indicators on the BCM Chassis are solid green

Chapter 5 Advanced Troubleshooting 63BCM450 Troubleshooting Guide7 Select the Provision Lines tab and verify that the lines are correctly provisioned.

64 Chapter 5 Advanced TroubleshootingNN40160-700NN40160-700Note: Ensure that the Absorbed Length is configured to the expected dialing plan.10 Select

Chapter 5 Advanced Troubleshooting 65BCM450 Troubleshooting Guide12 Select Administration > Telephony Metrics > CBC Limit Metrics and verify cal

66 Chapter 5 Advanced TroubleshootingNN40160-700NN40160-70014 Select the Line Monitor tab and verify the status of the line; select the UIP tab and ve

Chapter 5 Advanced Troubleshooting 67BCM450 Troubleshooting GuideTroubleshooting example 61 Select Configuration > Resources > Application Resou

68 Chapter 5 Advanced TroubleshootingNN40160-700NN40160-700Example 8: Element Manager incorrectly shows expansion cabinet as emptyUse the following pr

69BCM450 Troubleshooting GuideChapter 6Recovery treesThe chapter provides recovery trees for common troubleshooting scenarios.Navigation• System is no

Contents 7BCM450 Troubleshooting GuideUtilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

70 Chapter 6 Recovery treesNN40160-700NN40160-700Figure 12 System is not processing callsStart-up profile failsUse the following flowchart when the

Chapter 6 Recovery trees 71BCM450 Troubleshooting GuideFigure 13 Start-up profile failsCannot access BCM450 through Element ManagerUse the following

72 Chapter 6 Recovery treesNN40160-700NN40160-700Figure 14 Cannot access BCM450 through Element Manager

Chapter 6 Recovery trees 73BCM450 Troubleshooting GuideBCM450 shuts down unexpectedlyUse the following flowchart when the BCM450 shuts down unexpected

74 Chapter 6 Recovery treesNN40160-700NN40160-700

75BCM450 Troubleshooting GuideChapter 7Downloading SoftwareUse the information in this chapter to download BCM450 software. Navigation• Downloading so

76 Chapter 7 Downloading SoftwareNN40160-700NN40160-700To download software from the BCM450 webpage1 Connect to the BCM450 web page:— If the BCM450 is

Chapter 7 Downloading Software 77BCM450 Troubleshooting Guidehttp://10.10.11.1/2 Enter the user name and password to be authenticated on the BCM450 we

78 Chapter 7 Downloading SoftwareNN40160-700NN40160-700

79BCM450 Troubleshooting GuideChapter 8Troubleshooting ToolsThe BCM450 system provides several tools that you can use to diagnose problems. Navigation

8 ContentsNN40160-700NN40160-700Chapter 12Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Navigat

80 Chapter 8 Troubleshooting ToolsNN40160-700NN40160-700• Hunt Group Metrics—Access the Hunt Group metrics to evaluate total call processing by hunt g

Chapter 8 Troubleshooting Tools 81BCM450 Troubleshooting GuideFor either method, your user account must be assigned the System-CLI privilege before yo

82 Chapter 8 Troubleshooting ToolsNN40160-700NN40160-700• 2—Shutdown. The system shuts down. You need physical access to the BCM450 hardware to restar

83BCM450 Troubleshooting GuideChapter 9Understanding system messagesThe BCM450 system generates alarms, logs, traps, and other system messages that yo

84 Chapter 9 Understanding system messagesNN40160-700NN40160-700Detailed No setting A detailed explanation of the Cause code is provided.Cause Codeche

85BCM450 Troubleshooting GuideChapter 10Useful Troubleshooting LinksUse the information in this chapter to find additional reference information when

86 Chapter 10 Useful Troubleshooting LinksNN40160-700NN40160-700To use the Knowledge and Solution Engine1 Go to the Nortel Web site: www.nortel.com2 L

87BCM450 Troubleshooting GuideChapter 11Frequently Asked QuestionsThe chapter provides answers to frequently asked questions.Navigation• Backup, resto

88 Chapter 11 Frequently Asked QuestionsNN40160-700NN40160-7006 Click the Yes button to proceed.A progress window opens. When the backup is complete,

Chapter 11 Frequently Asked Questions 89BCM450 Troubleshooting GuideCompleting a warm or cold reset1 Select Administration > Utilities > Reset,

9BCM450 Troubleshooting GuideChapter 1IntroductionThe Nortel Business Communications Manager 450 (BCM450) provides private network and telephony manag

90 Chapter 11 Frequently Asked QuestionsNN40160-700NN40160-700Fault managementThis section answers the following frequently asked question:• How do I

Chapter 11 Frequently Asked Questions 91BCM450 Troubleshooting Guide4 To change the order of columns in the Alarm table, select a column and drag it l

92 Chapter 11 Frequently Asked QuestionsNN40160-700NN40160-7005 Click the Transfer button.The Transfer To window opens.6 Select the log file categorie

Chapter 11 Frequently Asked Questions 93BCM450 Troubleshooting GuideHow do I capture the current BCM450 configuration?You can create a programming fil

94 Chapter 11 Frequently Asked QuestionsNN40160-700NN40160-7006 Click on Save. How do I find the BCM450 system health?You can use the BCM Monitor to v

Chapter 11 Frequently Asked Questions 95BCM450 Troubleshooting GuideVerify the current software revision1 Select Configuration > Sytem > Identif

96 Chapter 11 Frequently Asked QuestionsNN40160-700NN40160-700What is an Ethernet loop, and how do I avoid creating one?The BCM450 does not support th

Chapter 11 Frequently Asked Questions 97BCM450 Troubleshooting Guide• Subnet mask: 255.255.255.0The default addresses of the customer LAN port are:• I

98 Chapter 11 Frequently Asked QuestionsNN40160-700NN40160-700

99BCM450 Troubleshooting GuideChapter 12Contacting Technical SupportIf you have been unable to resolve an issue using the information and steps provid