Nortel Agent Greeting NTVQ09AB Maintenance And Troubleshooting Manual

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[Page 1] Nortel Agent Greeting NTVQ09AB

Nortel Networks Agent Greeting NTVQ09AB & NTVQ09BA Maintenance and Troubleshooting Guide Document Release: 3.01 Date: February 2006 Year Publish FCC TM © 2006 Nortel Networks Corporation All rights reserved Information is subject to change wit...

[Page 2] Nortel Agent Greeting NTVQ09AB

Page 8 of 66 NTPH13AA_maint 3.01 February 2006 ...

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Page 9 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide 10 Revision history February 27th, 2006 Release of version 3.01 of this document Sept 30th,2002 Release of version 2.05 of this document May 5th, 2002 Draft 2.0.5 Update for 2.05 ...

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Page 10 of 66 NTPH13AA_maint 3.01 February 2006 ...

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Page 11 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide 12 Contents About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Agent Greeting Card Test and Debug Capabilities 17 Self Test Features . . . . . . . . . . ...

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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 ...

[Page 7] Nortel Agent Greeting NTVQ09AB

Page 13 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide 14 List of tables Table 1: Agent Greeting Hardware Platform Details . . . . . . . . . . . . . . 15 Table 1: Hex Display codes during normal operation . . . . . . . . . . . . . ...

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Page 14 of 66 List of tables NTPH13AA_maint version 3.01 Februrary 2006 ...

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Page 15 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide 16 About this guide This document describes the maintenance procedures related to the Nortel Networks Agent Greeting hardware and software. Table 1 below shows the hardware plat...

[Page 10] Nortel Agent Greeting NTVQ09AB

Page 16 of 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 Greeting group. ...

[Page 11] Nortel Agent Greeting NTVQ09AB

Page 17 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide 66 Agent Greeting Card Test and Debug Capabilities The Agent Greeting Card provides maintenance and diagnostic features at various technical levels to identify and clear fault ...

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Page 18 of 66 Agent Greeting Card Test and Debug Capabilities NTPH13AA_maint 3.01 February 2006 Self Test Features The Agent Greeting Card runs various diagnostics to detect hardware faults and ensure correct operation. The test co...

[Page 13] Nortel Agent Greeting NTVQ09AB

Page 19 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide 66 The RS—232 port may also be used to monitor the progress of self tests. Messages indicating the completion of each self test phase, as well as any detected faults will be ...

[Page 14] Nortel Agent Greeting NTVQ09AB

Page 20 of 66 Agent Greeting Card Test and Debug Capabilities NTPH13AA_maint 3.01 February 2006 Reset Switch A reset switch is provided on the faceplate to allow an operator to manually reset the card without having to power down. ...

[Page 15] Nortel Agent Greeting NTVQ09AB

Agent Greeting Card Test and Debug Capabilities Page 21 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide Note: The security dongle is required for normal Agent Greeting Card operation. A keycode is supplied during installation, ...

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Page 22 of 66 Agent Greeting Card Test and Debug Capabilities NTPH13AA_maint 3.01 February 2006 In addition on Media Card Agent Greeting (NTVQ09BA), if the IXP1200 encounters any failures during it’s initialisation, a “H:XX”...

[Page 17] Nortel Agent Greeting NTVQ09AB

Agent Greeting Card Test and Debug Capabilities Page 23 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide Debug Features While the Agent Greeting Card is booting, the 8051 auxiliary processor has control of the serial port, and us...

[Page 18] Nortel Agent Greeting NTVQ09AB

Page 24 of 66 Agent Greeting Card Test and Debug Capabilities NTPH13AA_maint 3.01 February 2006 The VxWorks Shell The VxWorks shell, which is used for doing some basic OA&M (the most important of which is loadware upgrade), can...

[Page 19] Nortel Agent Greeting NTVQ09AB

Agent Greeting Card Test and Debug Capabilities Page 25 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide VxWorks Shell Debug Utilities Several debug utilities are available from the VxWorks shell which can be used to print the st...

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Page 26 of 66 Agent Greeting Card Test and Debug Capabilities NTPH13AA_maint 3.01 February 2006 Fatal Error Logging When the Agent Greeting application encounters a problem which is classed as a Fatal Error, it will log the error i...

[Page 21] Nortel Agent Greeting NTVQ09AB

Agent Greeting Card Test and Debug Capabilities Page 27 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide The NVRAM stores up to six fatal errors, starting with the most recent. The command printAllErrors is used to show the error...

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Page 28 of 66 Agent Greeting Card Test and Debug Capabilities NTPH13AA_maint 3.01 February 2006 ...

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Page 29 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide 66 Agent Greeting Application Upgrades VPS(NTVQ09AB) Agent Greeting Application Upgrade Details: The VPS Agent Greeting Card (NTVQ09AB) stores up to two versions of loadware in...

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Page 30 of 66 Agent Greeting Application Upgrades NTPH13AA_maint 3.01 February 2006 Application loadware upgrades allow the Agent Greeting Administrator to upgrade all cards in an Agent Greeting Multicard group by calling a single ...

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Agent Greeting Application Upgrades Page 31 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide ! CAUTION! When upgrading the loadware on one platform (e.g. Media Card (NTVQ09BA)), a loadware upgrade may also be required on the o...

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Page 32 of 66 Agent Greeting Application Upgrades NTPH13AA_maint 3.01 February 2006 Single Card/Common Card Group Upgrade There are two recommended means of performing application loadware upgrades. 1. Loadware upgrade from a PC Ca...

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Agent Greeting Application Upgrades Page 33 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide 150 Opening BINARY mode data connection 226 Transfer complete local: newload remote: newload 5035076 bytes sent in 15 seconds (389.57 Kby...

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Page 34 of 66 Agent Greeting Application Upgrades NTPH13AA_maint 3.01 February 2006 If multiple cards are installed, the Server card transfers the loadware onto each card in the group. Each card then automatically upgrades to the n...

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Agent Greeting Application Upgrades Page 35 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide Image file name : newLoad Okay to upgrade the group with it (yes/no) ? yes 0xf1de98 (tShell): 18/08/04 13:16:56,66 I...

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Page 36 of 66 Agent Greeting Application Upgrades NTPH13AA_maint 3.01 February 2006 Mixed Card Group Upgrade There are two recommended means of performing multicard application loadware upgrades in a mixed card group. 1. Loadware u...

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Agent Greeting Application Upgrades Page 37 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide 200 Port set okay 150 Opening BINARY mode data connection 226 Transfer complete local: vpsLoad.mms remote: vpsLoad.mms 1240334 bytes sent...

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Page 38 of 66 Agent Greeting Application Upgrades NTPH13AA_maint 3.01 February 2006 Checksum = 0xb018e178 length = 0x4cd434 Verifying upgrade ... Upgrade completed OK Reboot the pack to run new loadware 0xf1de98 (tShell): 1...

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Agent Greeting Application Upgrades Page 39 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide Loadware Upgrade from an FTP Server STEP1:The two loadware files for both VPS card(NTVQ09AB) and Media Card (NTVQ09BA) must be copied on...

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Page 40 of 66 Agent Greeting Application Upgrades NTPH13AA_maint 3.01 February 2006 Media Card Image file name : mcLoad NFS server IP address : <NFS Server IP Address> User name : &l...

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Page 41 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide 66 swInfoGet <CR> This will return the version of the software currently running on the card. e.g.: Nortel Networks Agent Greeting (Media Card): 03.01 or Nortel N...

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Page 42 of 66 Agent Greeting Application Upgrades NTPH13AA_maint 3.01 February 2006 ...

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Page 43 of 66 Agent Greeting Card Maintenance and Troubleshooting 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...

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Page 44 of 66 Card Specific Loadware Upgrades NTPH13AA_maint 3.01 February 2006 VPS(NTVQ09AB) Card DSP Loadware Upgrade The DSP loadware may be upgraded via two methods, across the network from an FTP server or locally from the PC ...

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Card Specific Loadware Upgrades Page 45 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide After a failed upgrade, the following messages are printed: DSP Code checksum failed Checksum = 0xf8f9c9b6 DSP Load upgrade Failed!!!!! 0x...

[Page 40] Nortel Agent Greeting NTVQ09AB

Page 46 of 66 Card Specific Loadware Upgrades NTPH13AA_maint 3.01 February 2006 After a failed upgrade, the following messages are printed: DSP Code checksum failed Checksum = 0xf8f9c9b6 DSP Load upgrade Failed!!!!! 0x36b254 (tUp...

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Card Specific Loadware Upgrades Page 47 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide Media Card (NTVQ09BA) XA Firmware Upgrade There are two recommended methods for upgrading XA firmware. 1. XA firmware upgrade from an extern...

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Page 48 of 66 Card Specific Loadware Upgrades NTPH13AA_maint 3.01 February 2006 XA Upgrade from an external FTP Server STEP1: The XA firmware is placed on an FTP server. STEP2: Reboot the card and boot into the bootROM load. To ent...

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Card Specific Loadware Upgrades Page 49 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide Media Card (NTVQ09BA) BootROM Loadware Upgrade There are three recommended methods for upgrading bootROM loadware. 1. BootROM loadware upgrad...

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Page 50 of 66 Card Specific Loadware Upgrades NTPH13AA_maint 3.01 February 2006 BootROM loadware upgrade from an external FTP Server STEP1: The bootROM loadware is placed on an FTP server. STEP2: Reboot the card and boot into the b...

[Page 45] Nortel Agent Greeting NTVQ09AB

Page 51 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide 66 Troubleshooting Agent Greeting Network Interfaces Agent Greeting generates network traffic for the following reasons: • Multicast traffic from server card for auto-discovery...

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Page 52 of 66 Troubleshooting Agent Greeting NTPH13AA_maint 3.01 February 2006 Loss of network connectivity on Media Card (NTVQ09BA) On Media Card Agent Greeting (NTVQ09BA), faceplate LEDs labeled “E” show current network conn...

[Page 47] Nortel Agent Greeting NTVQ09AB

Troubleshooting Agent Greeting Page 53 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide Greetings not being played Agent Greeting plays a single agent recorded greeting in MAX/ACD installations and skillset specific greetings in ...

[Page 48] Nortel Agent Greeting NTVQ09AB

Page 54 of 66 Troubleshooting Agent Greeting NTPH13AA_maint 3.01 February 2006 Messaging from the Meridian will then be displayed. This will include the display messages showing the Agent’s ID and top line of the Agent’s displa...

[Page 49] Nortel Agent Greeting NTVQ09AB

Troubleshooting Agent Greeting Page 55 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide Multi-Card operation across routers Changing Multi-cast parameters Agent Greeting multicast packets have their TTL (Time To Live) values set ...

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Page 56 of 66 Troubleshooting Agent Greeting NTPH13AA_maint 3.01 February 2006 • after a Restore (recommended, but no message is displayed because the Browser User Interface does not know when Clients Restore is finished. In c...

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Troubleshooting Agent Greeting Page 57 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide To change a card from Client to Server: replace the dongle of the Client with the dongle of the Server and reboot. For any other case, using...

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Page 58 of 66 Troubleshooting Agent Greeting NTPH13AA_maint 3.01 February 2006 ...

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Appendix A: Fatal Error codes Page 59 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide Appendix A: Fatal Error codes The following are descriptions of the Fatal Error codes that can be logged by Agent Greeting. Table 7: Maintenanc...

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Page 60 of 66 Appendix A: Fatal Error codes NTPH13AA_maint 3.01 February 2006 0x3006 Malloc failed during handling of EnableDigitNotifiaction action 0x3007 Malloc failed during handling of action to Aries task 0x3008 Message send to ...

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Appendix A: Fatal Error codes Page 61 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide 0x3024 Invalid action type found during handling of dsp play finished message 0x3025 Incorrect channel state when handling dsp play finished m...

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Page 62 of 66 Appendix A: Fatal Error codes NTPH13AA_maint 3.01 February 2006 0x400A Malloc failed during forwarding of an RFA message to the VP App task 0x400B msgQSend failed during forwarding of an RFA message to the VP App task...

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Page 63 of 66 Agent Greeting Card Maintenance and Troubleshooting Guide 66 0x4031 Error in filling ring buffer when sending message to Meridian Manager 0x4032 Error in filling ring buffer when sending message to Meridian Manager 0x4033 Error in fil...

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Page 64 of 66 Appendix A: Fatal Error codes NTPH13AA_maint 3.01 February 2006 0x5008 Malloc failed during handling of playAnnouncement message 0x5009 Malloc failed during handling of collectDigits message 0x500A Malloc failed during ...

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

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Page 66 of 66 Appendix A: Fatal Error codes NTPH13AA_maint 3.01 February 2006 ...

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Family Product Manual Contacts Copyright FCC notice Trademarks Document number Product release Document release Date Publish Nortel Networks Agent Greeting Maintenance and Troubleshooting Guide © 2006 Nortel Networks Corporation All rights reser...