Avaya BCM50 Troubleshooting Guide

BCM50 3.0Business Communications ManagerDocument Status:StandardDocument Number: NN40020-700Document Version: 01.01Date: December 2007BCM50 Troublesho

10 Chapter 1 IntroductionNN40020-700NN40020-700AcronymsThe following is a list of acronyms used in this guide.Table 1 List of acronymsAcronym Descri

Chapter 1 Introduction 11BCM50 Troubleshooting GuidePPP Point-to-Point ProtocolPRI Primary Rate InterfacePBX Private Branch ExchangePSTN Public Switch

12 Chapter 1 IntroductionNN40020-700NN40020-700Symbols and conventions used in this guideThese symbols are used to highlight critical information for

Chapter 1 Introduction 13BCM50 Troubleshooting GuideRelated publicationsRelated publications are listed below. To locate specific information, you can

14 Chapter 1 IntroductionNN40020-700NN40020-700

15BCM50 Troubleshooting GuideChapter 2Initial TroubleshootingYou can better troubleshoot the problems on your network and reduce their impact by prepa

16 Chapter 2 Initial TroubleshootingNN40020-700NN40020-700Logical connectionsWith virtual LANs (VLANs), you must know how your devices are connected l

17BCM50 Troubleshooting GuideChapter 3Hardware TroubleshootingUse the tasks in this chapter to troubleshoot problems related to the BCM50 hardware com

18 Chapter 3 Hardware TroubleshootingNN40020-700NN40020-700• BRIM LEDs on page 25System status LEDsThe two system status LEDs on the BCM50 main units

Chapter 3 Hardware Troubleshooting 19BCM50 Troubleshooting GuideDuring BCM50 system startup or reboot, the system status LEDs move through a sequence

Copyright © 2007 Nortel Networks, All Rights ReservedAll rights reserved.The information in this document is subject to change without notice. The sta

20 Chapter 3 Hardware TroubleshootingNN40020-700NN40020-700Figure 2 LAN port LED locationsThe table LAN port and expansion port LED indicators on pa

Chapter 3 Hardware Troubleshooting 21BCM50 Troubleshooting GuideFigure 3 ADSL router LEDs on the BCM50a and BCM50ba main units (BCM50a shown)The tab

22 Chapter 3 Hardware TroubleshootingNN40020-700NN40020-700Figure 4 Ethernet router LEDs on the BCM50e and BCM50be main units (BCM50e shown)The tabl

Chapter 3 Hardware Troubleshooting 23BCM50 Troubleshooting GuideThe table BRI port LED indicators on page 23 describes the possible BRI port LED state

24 Chapter 3 Hardware TroubleshootingNN40020-700NN40020-700DTM LEDsThe DTM has additional LEDs that are not on most other MBMs. The figure DTM LEDs on

Chapter 3 Hardware Troubleshooting 25BCM50 Troubleshooting GuideBRIM LEDsThe BRIM has one additional LED beside each RJ-48C jack. These LEDs are on wh

26 Chapter 3 Hardware TroubleshootingNN40020-700NN40020-7002 Select the System folder and click the Keycodes task.The Keycodes panel displays and the

Chapter 3 Hardware Troubleshooting 27BCM50 Troubleshooting GuideTo restart the system1 Select Administration > Utilities > Reset.2 Click the app

28 Chapter 3 Hardware TroubleshootingNN40020-700NN40020-700• To test a trunk MBM on page 30• To determine why an MBM does not appear in Element Manage

Chapter 3 Hardware Troubleshooting 29BCM50 Troubleshooting GuideTo test the expansion unitUse the following test to ensure the expansion unit is opera

3BCM50 Troubleshooting GuideTask ListIntroduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

30 Chapter 3 Hardware TroubleshootingNN40020-700NN40020-700To test the MBM1 Check the Power and Status LEDs on the MBM. Both LEDs must be solid green.

Chapter 3 Hardware Troubleshooting 31BCM50 Troubleshooting GuideTo determine why the ATA 2 does not function1 Check for a dial tone using an analog de

32 Chapter 3 Hardware TroubleshootingNN40020-700NN40020-700Figure 9 Reset switch locationSome possible situations in which you use the reset feature

Chapter 3 Hardware Troubleshooting 33BCM50 Troubleshooting GuideAs you press the reset switch, the LEDs blink in a predefined fashion to guide and con

34 Chapter 3 Hardware TroubleshootingNN40020-700NN40020-700Figure 10 Level 1 and Level 2 reset sequenceDo not press reset10 second timerSystem reboo

Chapter 3 Hardware Troubleshooting 35BCM50 Troubleshooting Guide Table 10 Level 1 resetStep User action Power LED Status LED System state Alternativ

36 Chapter 3 Hardware TroubleshootingNN40020-700NN40020-700

37BCM50 Troubleshooting GuideChapter 4Software TroubleshootingUse the information in this chapter to troubleshoot problems related to the BCM50 softwa

38 Chapter 4 Software TroubleshootingNN40020-700NN40020-700—The Restrictions tabbed panel allows you to define which restrictions will be active for i

Chapter 4 Software Troubleshooting 39BCM50 Troubleshooting GuideTrunk Type PSTN-based lines, VoIP, TargetThere are three main categories of lines:PSTN

4 Task ListNN40020-700NN40020-700Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79To perform a ba

40 Chapter 4 Software TroubleshootingNN40020-700NN40020-700PropertiesThe Properties tab shows basic line properties. Not all fields apply to all types

Chapter 4 Software Troubleshooting 41BCM50 Troubleshooting GuideFigure 11 Properties details panelTable 13 on page 41 defines the fields on this pan

42 Chapter 4 Software TroubleshootingNN40020-700NN40020-700PreferencesThe Preferences tab shows information that may vary from trunk to trunk. Most of

Chapter 4 Software Troubleshooting 43BCM50 Troubleshooting GuideTable 14 defines the fields on this panel and indicates the lines.Table 14 Preferenc

44 Chapter 4 Software TroubleshootingNN40020-700NN40020-700Answer modeLoop GS E&M BRI DPNSSManualAutoDefine whether a trunk is manual or automatic

Chapter 4 Software Troubleshooting 45BCM50 Troubleshooting GuideRestrictionsAssigning Line restrictions and Remote Access Package restrictions are par

46 Chapter 4 Software TroubleshootingNN40020-700NN40020-700Assigned DNsThe Assigned DNs tabbed panel displays the DN properties for lines that are ass

Chapter 4 Software Troubleshooting 47BCM50 Troubleshooting Guide5 Select the optional components that you want to include from the backup file. 6 Clic

48 Chapter 4 Software TroubleshootingNN40020-700NN40020-700Verify the software inventoryThis section provides information about how to verify the leve

Chapter 4 Software Troubleshooting 49BCM50 Troubleshooting GuideTo obtain updates from the Nortel Technical Support Web page1 In your web browser, ent

5BCM50 Troubleshooting GuideContentsChapter 1Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

50 Chapter 4 Software TroubleshootingNN40020-700NN40020-700

51BCM50 Troubleshooting GuideChapter 5Advanced TroubleshootingThis chapter contains examples of advanced troubleshooting procedures. You must be a sys

52 Chapter 5 Advanced TroubleshootingNN40020-700NN40020-7004 Verify that the appropriate keycode is active. For analog trunk modules, the keycode is E

Chapter 5 Advanced Troubleshooting 53BCM50 Troubleshooting Guide6 Select Configuration > Telephony > Lines > Active Physical Lines. Select th

54 Chapter 5 Advanced TroubleshootingNN40020-700NN40020-7007 Select Configuration > Telephony > Sets > Active Sets. Select the appropriate se

Chapter 5 Advanced Troubleshooting 55BCM50 Troubleshooting GuideExample 2: Cannot dial out from a SIP or H323 VoIP trunkWhen you cannot dial out from

56 Chapter 5 Advanced TroubleshootingNN40020-700NN40020-7004 Select Configuration > Telephony > Lines > Active VoIP Lines. Select the appropr

Chapter 5 Advanced Troubleshooting 57BCM50 Troubleshooting Guide6 Click the Add button to open the Add Remote Gateway dialog box. Verify that the remo

58 Chapter 5 Advanced TroubleshootingNN40020-700NN40020-700Note: Ensure that the Absorbed Length is configured to the expected dialing plan. 9 Select

Chapter 5 Advanced Troubleshooting 59BCM50 Troubleshooting Guide10 Highlight the appropriate set and select the Line Pool Access tab. Verify that the

6 ContentsNN40020-700NN40020-700Trunk/Line data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

60 Chapter 5 Advanced TroubleshootingNN40020-700NN40020-700Note: In this example, the dialing plan is configured for a CDP Network with the recommende

Chapter 5 Advanced Troubleshooting 61BCM50 Troubleshooting Guide4 Verify S1/S2 IP address & Port settings on phone (Port 7000 for BCM) Example 4:

62 Chapter 5 Advanced TroubleshootingNN40020-700NN40020-700Troubleshooting example 41 Verify that the keycode is generated against the right system ID

Chapter 5 Advanced Troubleshooting 63BCM50 Troubleshooting GuideTroubleshooting example 51 Check that the LED indicators on the BCM Chassis are solid

64 Chapter 5 Advanced TroubleshootingNN40020-700NN40020-7007 Select the Provision Lines tab and verify that the lines are correctly provisioned.8 Sele

Chapter 5 Advanced Troubleshooting 65BCM50 Troubleshooting GuideNote: Ensure that the Absorbed Length is configured to the expected dialing plan.10 Se

66 Chapter 5 Advanced TroubleshootingNN40020-700NN40020-70012 Select Administration > Telephony Metrics > CBC Limit Metrics and verify calls wer

Chapter 5 Advanced Troubleshooting 67BCM50 Troubleshooting Guide14 Select the Line Monitor tab and verify the status of the line; select the UIP tab a

68 Chapter 5 Advanced TroubleshootingNN40020-700NN40020-700Troubleshooting example 61 Select Configuration > Resources > Application Resources a

69BCM50 Troubleshooting GuideChapter 6Downloading SoftwareUse the information in this chapter to download BCM50 software. Navigation• Downloading soft

Contents 7BCM50 Troubleshooting GuideUsing the Knowledge and Solution Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Chapter 10

70 Chapter 6 Downloading SoftwareNN40020-700NN40020-700To download software from the BCM50 webpage1 Connect to the BCM50 web page:— If the BCM50 is in

Chapter 6 Downloading Software 71BCM50 Troubleshooting Guide— If the BCM50 is installed but not yet configured, connect directly to the BCM50 through

72 Chapter 6 Downloading SoftwareNN40020-700NN40020-700

73BCM50 Troubleshooting GuideChapter 7Troubleshooting ToolsThe BCM50 system provides several tools that you can use to diagnose problems. Navigation•

74 Chapter 7 Troubleshooting ToolsNN40020-700NN40020-700• PSTN Fallback Metrics—View how many fallback attempts and fallback failures occur within a s

75BCM50 Troubleshooting GuideChapter 8Understanding system messagesThe BCM50 system generates alarms, logs, traps, and other system messages that you

76 Chapter 8 Understanding system messagesNN40020-700NN40020-700Detailed No setting A detailed explanation of the Cause code is provided.Cause Codeche

77BCM50 Troubleshooting GuideChapter 9Useful Troubleshooting LinksUse the information in this chapter to find additional reference information when yo

78 Chapter 9 Useful Troubleshooting LinksNN40020-700NN40020-700To use the Knowledge and Solution Engine1 Go to the Nortel Web site: www.nortel.com2 Lo

79BCM50 Troubleshooting GuideChapter 10Frequently Asked QuestionsThe chapter provides answers to frequently asked questions.Navigation• Backup, restor

8 ContentsNN40020-700NN40020-700

80 Chapter 10 Frequently Asked QuestionsNN40020-700NN40020-7007 Click the OK button. How do I restore the BCM50 from a previous backup?Use the followi

Chapter 10 Frequently Asked Questions 81BCM50 Troubleshooting Guidec Cold Reset Telephony Services will reset telephony programming to factory default

82 Chapter 10 Frequently Asked QuestionsNN40020-700NN40020-700Fault managementThis section answers the following frequently asked question:• How do I

Chapter 10 Frequently Asked Questions 83BCM50 Troubleshooting Guide4 To change the order of columns in the Alarm table, select a column and drag it le

84 Chapter 10 Frequently Asked QuestionsNN40020-700NN40020-7005 Click the Transfer button.The Transfer To window opens.6 Select the log file categorie

Chapter 10 Frequently Asked Questions 85BCM50 Troubleshooting GuideHow do I capture the current BCM50 configuration?You can create a programming file

86 Chapter 10 Frequently Asked QuestionsNN40020-700NN40020-7006 Click on Save. How do I find the BCM50 system health?You can use the BCM Monitor to vi

Chapter 10 Frequently Asked Questions 87BCM50 Troubleshooting GuideVerify the current software revision1 Select Configuration > Sytem > Identifi

88 Chapter 10 Frequently Asked QuestionsNN40020-700NN40020-700

89BCM50 Troubleshooting GuideChapter 11Contacting Technical SupportIf you have been unable to resolve an issue using the information and steps provide

9BCM50 Troubleshooting GuideChapter 1IntroductionThe Nortel Business Communications Manager 50 (BCM50) provides private network and telephony manageme

90 Chapter 11 Contacting Technical SupportNN40020-700NN40020-700— Who made these changes? Were the changes made by a partner or customer? Provide the

Chapter 11 Contacting Technical Support 91BCM50 Troubleshooting GuideGetting help from a specialist by using an Express Routing CodeTo access some Nor

92 Chapter 11 Contacting Technical SupportNN40020-700NN40020-700