Avaya Business Communications Manager Telephone Průvodce řešením problémů

Avaya Business Communications ManagerDocument Status: StandardDocument Number: NN40170-700Document Version: 02.02Date: June 2010Troubleshooting Guide

10 Chapter 2 IntroductionNN40170-700NN40170-700• Contacting Technical Support on page 111AcronymsThe following is a list of acronyms used in this guid

100 Chapter 12 Frequently Asked QuestionsNN40170-700NN40170-7005 A warning window opens. Read the warning carefully before proceeding.6 Click the Yes

Chapter 12 Frequently Asked Questions 101Troubleshooting GuideCompleting a warm or cold reset1 Select Administration, Utilities, Reset, and click one

102 Chapter 12 Frequently Asked QuestionsNN40170-700NN40170-700Fault managementThis section answers the following frequently asked question:• How do I

Chapter 12 Frequently Asked Questions 103Troubleshooting Guide3 In the Alarms Panel table, select an alarm.The Alarm Details panel displays below the

104 Chapter 12 Frequently Asked QuestionsNN40170-700NN40170-700Using the Business Element Manager to transfer log files 1 Click the Administration tab

Chapter 12 Frequently Asked Questions 105Troubleshooting Guide11 Specify the location where you want to save the log file transfer, and enter a name f

106 Chapter 12 Frequently Asked QuestionsNN40170-700NN40170-7004 In the Files of type: field, choose the format in which you want to save the data (HT

Chapter 12 Frequently Asked Questions 107Troubleshooting GuideVerify the current software revision1 Select Configuration, System, Identification.How d

108 Chapter 12 Frequently Asked QuestionsNN40170-700NN40170-700Viewing the system ID and serial number1 Select Administration, General, Hardware Inven

Chapter 12 Frequently Asked Questions 109Troubleshooting GuideFigure 24 Ethernet loopsIP addressesThis section answers the following questions:• Can

Chapter 2 Introduction 11Troubleshooting GuideNOC Network Operations CenterNTP Network Time ProtocolOOF Out of FramePPP Point-to-Point ProtocolPRI Pri

110 Chapter 12 Frequently Asked QuestionsNN40170-700NN40170-700What are the default IP addresses of the Avaya BCM ports?The default addresses of the O

Chapter 13 Contacting Technical Support 111Troubleshooting GuideChapter 13Contacting Technical SupportThe information in this chapter applies to both

112 Chapter 13 Contacting Technical SupportNN40170-700NN40170-700

12 Chapter 2 IntroductionNN40170-700NN40170-700Symbols and conventions used in this guideThese symbols are used to highlight critical information for

Chapter 2 Introduction 13Troubleshooting GuideRelated publications are listed below. For more information, see Avaya Business Communications Manager D

14 Chapter 2 IntroductionNN40170-700NN40170-700

Chapter 3 Hardware Troubleshooting 15Troubleshooting GuideChapter 3Hardware TroubleshootingThe information in this chapter applies to both Avaya BCM50

16 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700Table 1 Reset functionsIP packets going to WAN port will not be captured if entering one

Chapter 3 Hardware Troubleshooting 17Troubleshooting GuideCheck LED indicatorsAfter checking the power source, check the LED indicators. This section

18 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700Figure 1 Location of system status LEDs on an Avaya BCM50 main unitThe LED states with de

Chapter 3 Hardware Troubleshooting 19Troubleshooting GuideLAN port LEDsEach LAN port on the main unit and expansion unit has two LEDs. These LEDs indi

© 2010 Avaya Inc.All Rights Reserved.NoticesWhile reasonable efforts have been made to ensure that the information in this document is complete and ac

20 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700Figure 2 LAN port LED locations on the Avaya BCM450 main unitThe figure LAN port LED loca

Chapter 3 Hardware Troubleshooting 21Troubleshooting GuideFigure 3 LAN port LED locations on the Avaya BCM50 main unitThe LAN port and expansion por

22 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700Figure 4 ADSL router LEDs on the Avaya BCM50a and Avaya BCM50ba main units (BCM50a shown)

Chapter 3 Hardware Troubleshooting 23Troubleshooting GuideFigure 5 Ethernet router LEDs on the Avaya BCM50e and Avaya BCM50be main units (BCM50e sho

24 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700Figure 6 BRI port LEDs on the BCM50b, BCM50ba, and BCM50be main units (BCM50b shown)The B

Chapter 3 Hardware Troubleshooting 25Troubleshooting GuideDTM LEDsThe DTM has additional LEDs that are not on most other MBMs. Figure 8 on page 25 sho

26 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700BRIM LEDsThe BRIM has one additional LED beside each RJ-48C jack. These LEDs are on when th

Chapter 3 Hardware Troubleshooting 27Troubleshooting Guide— the connection from the power supply to both the UPS and the BCM450 main unit• the lines a

28 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700b To enter a new keycode, select Entitlement Code.• Press SHOW to view the current keycode.

Chapter 3 Hardware Troubleshooting 29Troubleshooting GuideTable 10 Avaya BCM50 hardware reset functions RebootYou can use the Reboot utility to:• re

Contents 3Troubleshooting GuideContentsChapter 1New in this release. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

30 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700Table 12 LED StatusPower on self test (Avaya BCM450 only)The information in this section

Chapter 3 Hardware Troubleshooting 31Troubleshooting GuideFigure 10 Example: Bootloader.log file with no errorsThe figure Example: Boot file with er

32 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700To test the main unitIf you have the digital station feature included in your installed key

Chapter 3 Hardware Troubleshooting 33Troubleshooting Guide6 If the programming is incorrect, use the Backup and Restore Utility to load a recent backu

34 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700Testing an MBMPerform the following procedure to test an MBM installed in the main unit or

Chapter 3 Hardware Troubleshooting 35Troubleshooting GuideDetermining why an Avaya BCM50 MBM does not appear in Business Element Manager1 Check that t

36 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700To determine why there is no dial tone at the ATA21 If you hear no dial tone, replace a sin

Chapter 3 Hardware Troubleshooting 37Troubleshooting GuideFigure 12 Reset switch location on BCM450The figure Reset switch location on BCM50 on page

38 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700Reset levelsReset to factory settings is a stand-alone feature that has the following level

Chapter 3 Hardware Troubleshooting 39Troubleshooting Guide• 3—Safe OS. The system reboots to the Safe OS and waits 1 minute for you to login. When you

4 ContentsNN40170-700NN40170-700Monitoring the boot process (Avaya BCM450 only) . . . . . . . . . . . . . . . . . . . . . . . . . . 40Chapter 4Initi

40 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700To perform a Level 1 reset (configuration reset) 1 Access the CLI. For more information abo

Chapter 3 Hardware Troubleshooting 41Troubleshooting GuideFigure 14 Boot process with failed or missing memoryFigure 15 Boot process with failed o

42 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700

Chapter 4 Initial Troubleshooting 43Troubleshooting GuideChapter 4Initial TroubleshootingThe information in this chapter applies to both the Avaya BCM

44 Chapter 4 Initial TroubleshootingNN40170-700NN40170-700Logical connectionsWith virtual LANs (VLANs), you must know how your devices are connected l

Chapter 5 Software Troubleshooting 45Troubleshooting GuideChapter 5Software TroubleshootingThe information in this chapter applies to both the Avaya B

46 Chapter 5 Software TroubleshootingNN40170-700NN40170-700—The Properties tabbed panel provides the settings for individual line characteristics.—The

Chapter 5 Software Troubleshooting 47Troubleshooting GuideThe table Trunk/Line Data main panel on page 47 describes the fields found on the Trunk/Line

48 Chapter 5 Software TroubleshootingNN40170-700NN40170-700PropertiesThe Properties tab shows basic line properties. Not all fields apply to all types

Chapter 5 Software Troubleshooting 49Troubleshooting GuideFigure 16 Properties details panelThe table Properties line settings on page 49 defines th

Contents 5Troubleshooting GuideExample 9: HDD-2 LED is Off after installing second hard disk . . . . . . . . . . . . . . . . . 77Example 10: VLAN int

50 Chapter 5 Software TroubleshootingNN40170-700NN40170-700Figure 17 Preferences details panelThe table Preferences details fields for lines on page

Chapter 5 Software Troubleshooting 51Troubleshooting GuideANI NumberDID E&M<check box> Define whether the telephone number of the caller wil

52 Chapter 5 Software TroubleshootingNN40170-700NN40170-700RestrictionsAssigning Line restrictions and Remote Access Package restrictions are part of

Chapter 5 Software Troubleshooting 53Troubleshooting GuideFigure 18 Restrictions tabThe table Restrictions on page 53 describes the fields on this p

54 Chapter 5 Software TroubleshootingNN40170-700NN40170-700Restoring system dataIf the programming of lines and extensions is incorrect, you can resto

Chapter 5 Software Troubleshooting 55Troubleshooting GuideRestoring the factory configurationTo restore the factory configurationYour Avaya BCM is del

56 Chapter 5 Software TroubleshootingNN40170-700NN40170-700You can view the complete inventory of software installed on the BCM. The Software Inventor

Chapter 6 Advanced Troubleshooting 57Troubleshooting GuideChapter 6Advanced TroubleshootingThe information in this chapter applies to both the Avaya B

58 Chapter 6 Advanced TroubleshootingNN40170-700NN40170-7003 From the Business Element Manager, select Configuration > System > Keycodes to view

Chapter 6 Advanced Troubleshooting 59Troubleshooting Guide9 Select the BCM Info tab and verify the status of the line. Troubleshooting example 1b1 If

6 ContentsNN40170-700NN40170-700How do I back up the database? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99How do I

60 Chapter 6 Advanced TroubleshootingNN40170-700NN40170-700Table 19 VAD ParametersParameter DescriptionSpchSlow The system uses this value when the

Chapter 6 Advanced Troubleshooting 61Troubleshooting GuideEdgeThrsh This value is the minimum energy level before sound can be considered an "edg

62 Chapter 6 Advanced TroubleshootingNN40170-700NN40170-700Example 2: Cannot dial out from a SIP or H323 VoIP trunkWhen you cannot dial out from a SIP

Chapter 6 Advanced Troubleshooting 63Troubleshooting Guide3 Verify that the appropriate keycode is active. For H323 trunks, the keycode is VoIP G W T

64 Chapter 6 Advanced TroubleshootingNN40170-700NN40170-7004 Select Configuration > Telephony > Line > Active VoIP Lines. Select the appropri

Chapter 6 Advanced Troubleshooting 65Troubleshooting Guide6 Click the Add button to open the Add Remote Gateway dialog box. Verify that the remote gat

66 Chapter 6 Advanced TroubleshootingNN40170-700NN40170-700Note: Ensure that the Absorbed Length is configured to the expected dialing plan. 9 Select

Chapter 6 Advanced Troubleshooting 67Troubleshooting Guide10 Highlight the appropriate set and select the Line Pool Access tab. Verify that the set ha

68 Chapter 6 Advanced TroubleshootingNN40170-700NN40170-700Example 3: IP set is not registering with the Avaya BCMWhen an IP set cannot register with

Chapter 6 Advanced Troubleshooting 69Troubleshooting GuideIf the number of phones connected does not exceed the number of licenses, and does not excee

Chapter 1 New in this release 7Troubleshooting GuideChapter 1New in this releaseThe following section details what’s new in Avaya Business Communicati

70 Chapter 6 Advanced TroubleshootingNN40170-700NN40170-7004 Verify S1/S2 IP address & Port settings on phone (Port 7000 for Avaya BCM) Example 4:

Chapter 6 Advanced Troubleshooting 71Troubleshooting GuideUse the following procedure when you cannot dial out from a digital trunk.Troubleshooting ex

72 Chapter 6 Advanced TroubleshootingNN40170-700NN40170-7007 Select the Provision Lines tab and verify that the lines are correctly provisioned.8 Sele

Chapter 6 Advanced Troubleshooting 73Troubleshooting GuideNote: Ensure that the Absorbed Length is configured to the expected dialing plan.10 Select A

74 Chapter 6 Advanced TroubleshootingNN40170-700NN40170-70012 Select Administration > Telephony Metrics > CBC Limit Metrics and verify calls wer

Chapter 6 Advanced Troubleshooting 75Troubleshooting Guide14 Select the Line Monitor tab and verify the status of the line; select the UIP tab and ver

76 Chapter 6 Advanced TroubleshootingNN40170-700NN40170-700Troubleshooting example 61 Select Configuration > Resources > Application Resources a

Chapter 6 Advanced Troubleshooting 77Troubleshooting GuideExample 8: Business Element Manager incorrectly shows expansion cabinet as emptyUse the foll

78 Chapter 6 Advanced TroubleshootingNN40170-700NN40170-700

Chapter 7 Recovery trees 79Troubleshooting GuideChapter 7Recovery treesThe information in this chapter applies to the Avaya Business Communications Ma

8 Chapter 1 New in this releaseNN40170-700NN40020-600

80 Chapter 7 Recovery treesNN40170-700NN40170-700Figure 19 System is not processing callsStart-up profile failsUse the following flowchart when the

Chapter 7 Recovery trees 81Troubleshooting GuideFigure 20 Start-up profile failsCannot access Avaya BCM450 through Business Element ManagerUse the f

82 Chapter 7 Recovery treesNN40170-700NN40170-700Figure 21 Cannot access BCM450 through Business Element Manager

Chapter 7 Recovery trees 83Troubleshooting GuideAvaya BCM450 shuts down unexpectedlyUse the following flowchart when the BCM450 shuts down unexpectedl

84 Chapter 7 Recovery treesNN40170-700NN40170-700

Chapter 8 Downloading Software 85Troubleshooting GuideChapter 8Downloading SoftwareThe information in this chapter applies to both the Avaya BCM50 and

86 Chapter 8 Downloading SoftwareNN40170-700NN40170-700IP Software Phone 2050 Y YMobile Voice Client 2050 Y YBusiness ApplicationsReporter Application

Chapter 8 Downloading Software 87Troubleshooting GuideCallPilot Unified Messaging Y YPersonal Call Manager Y YLAN CTE Client Y YIP Software Phone 2050

88 Chapter 8 Downloading SoftwareNN40170-700NN40170-700To download software from the Avaya BCM Web page1 Connect to the BCM Web page— If the BCM is in

Chapter 9 Troubleshooting Tools 89Troubleshooting GuideChapter 9Troubleshooting ToolsThe information in this chapter applies to both the Avaya BCM50 a

Chapter 2 Introduction 9Troubleshooting GuideChapter 2IntroductionAvaya Business Communications Manager (Avaya BCM) 6.0 provides private network and t

90 Chapter 9 Troubleshooting ToolsNN40170-700NN40170-700• CbC Limit Metrics—Use the CbC Limit metrics panel to monitor denied call activity for each s

Chapter 9 Troubleshooting Tools 91Troubleshooting GuideAccessing the CLIThere are two methods of accessing the CLI:• through a serial connection• thro

92 Chapter 9 Troubleshooting ToolsNN40170-700NN40170-700Using the Configuration CLIThe Configuration CLI displays when the system is in Main OS mode.

Chapter 9 Troubleshooting Tools 93Troubleshooting Guide• 5—Configuration Reset. A Level 1 reset occurs. The system resets all configuration data to th

94 Chapter 9 Troubleshooting ToolsNN40170-700NN40170-700

Chapter 10 Understanding System Messages 95Troubleshooting GuideChapter 10Understanding System MessagesThe information in this chapter applies to both

96 Chapter 10 Understanding System MessagesNN40170-700NN40170-700Detailed No setting A detailed explanation of the Cause code is provided.Cause Codech

Chapter 11 Useful Troubleshooting Links 97Troubleshooting GuideChapter 11Useful Troubleshooting LinksThe information in this chapter applies to both t

98 Chapter 11 Useful Troubleshooting LinksNN40170-700NN40170-700

Chapter 12 Frequently Asked Questions 99Troubleshooting GuideChapter 12Frequently Asked QuestionsThe information in this chapter applies to both the B