Avaya Business Communications Manager - BCM 5.0 Troubleshooting Guide

BCM 5.0Business Communications ManagerDocument Status:StandardDocument Number: NN40170-700Document Version: 01.01Date: August 2009BCM 5.0 Troubleshoot

10 Chapter 1 IntroductionNN40170-700NN40170-700AcronymsThe following is a list of acronyms used in this guide.Table 1 List of acronymsAcronym Descri

100 Chapter 11 Frequently Asked QuestionsNN40170-700NN40170-7003 In the Save: field choose the path where you want the file stored.4 In the Files of t

Chapter 11 Frequently Asked Questions 101BCM 5.0 Troubleshooting GuideVerify the current software revision1 Select Configuration, System, Identificati

102 Chapter 11 Frequently Asked QuestionsNN40170-700NN40170-700What is an Ethernet loop, and how do I avoid creating one?The BCM450 does not support t

Chapter 11 Frequently Asked Questions 103BCM 5.0 Troubleshooting GuideWhat are the default IP addresses of the BCM ports?The default addresses of the

104 Chapter 11 Frequently Asked QuestionsNN40170-700NN40170-700

105BCM 5.0 Troubleshooting GuideChapter 12Contacting Technical SupportThe information in this chapter applies to both the BCM50 and the BCM450 platfor

106 Chapter 12 Contacting Technical SupportNN40170-700NN40170-700— What events can be identified prior to the fault: e.g. upgrade, new LAN, increased

Chapter 12 Contacting Technical Support 107BCM 5.0 Troubleshooting GuideGetting help from a specialist by using an Express Routing CodeTo access some

108 Chapter 12 Contacting Technical SupportNN40170-700NN40170-700

Chapter 1 Introduction 11BCM 5.0 Troubleshooting GuideOOF Out of FramePPP Point-to-Point ProtocolPRI Primary Rate InterfacePBX Private Branch Exchange

12 Chapter 1 IntroductionNN40170-700NN40170-700Symbols and conventions used in this guideThese symbols are used to highlight critical information for

Chapter 1 Introduction 13BCM 5.0 Troubleshooting GuideRelated publications are listed below. For more information, see Nortel Business Communication M

14 Chapter 1 IntroductionNN40170-700NN40170-700

15BCM 5.0 Troubleshooting GuideChapter 2Initial TroubleshootingThe information in this chapter applies to both the BCM50 and the BCM450 platforms runn

16 Chapter 2 Initial TroubleshootingNN40170-700NN40170-700Logical connectionsWith virtual LANs (VLANs), you must know how your devices are connected l

17BCM 5.0 Troubleshooting GuideChapter 3Hardware TroubleshootingThe information in this chapter applies to both the BCM50 and BCM450 platforms running

18 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 19BCM 5.0 Troubleshooting GuideCheck LED indicatorsAfter checking the power source, check the LED indicators. This

Copyright © 2009 Nortel Networks, All Rights Reserved.All rights reserved.The information in this document is subject to change without notice. The st

20 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700Figure 1 Location of system status LEDs on a BCM50 main unitThe table LED states with des

Chapter 3 Hardware Troubleshooting 21BCM 5.0 Troubleshooting GuideLAN port LEDsEach LAN port on the main unit and expansion unit has two LEDs. These L

22 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700Figure 3 LAN port LED locations on the BCM50 main unitThe table LAN port and expansion po

Chapter 3 Hardware Troubleshooting 23BCM 5.0 Troubleshooting GuideFigure 4 ADSL router LEDs on the BCM50a and BCM50ba main units (BCM50a shown)The t

24 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700Figure 5 Ethernet router LEDs on the BCM50e and BCM50be main units (BCM50e shown)The tabl

Chapter 3 Hardware Troubleshooting 25BCM 5.0 Troubleshooting GuideFigure 6 BRI port LEDs on the BCM50b, BCM50ba, and BCM50be main units (BCM50b show

26 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700DTM LEDsThe DTM has additional LEDs that are not on most other MBMs. Figure 8 on page 26 sh

Chapter 3 Hardware Troubleshooting 27BCM 5.0 Troubleshooting GuideBRIM LEDsThe BRIM has one additional LED beside each RJ-48C jack. These LEDs are on

28 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700— the connection from the power supply to both the UPS and the BCM450 main unit• the lines

Chapter 3 Hardware Troubleshooting 29BCM 5.0 Troubleshooting Guideb To enter a new keycode, select Entitlement Code.• Press SHOW to view the current k

3BCM 5.0 Troubleshooting GuideTask ListIntroduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

30 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700Table 10 BCM50 hardware reset functions RebootYou can use the Reboot utility to:• reboot

Chapter 3 Hardware Troubleshooting 31BCM 5.0 Troubleshooting GuideTable 12 LED StatusPower on self test (BCM450 only)The information in this section

32 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700Figure 10 Example: Bootloader.log file with no errorsThe figure Example: Boot file with e

Chapter 3 Hardware Troubleshooting 33BCM 5.0 Troubleshooting GuideTo test the main unitIf you have the digital station feature included in your instal

34 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-7006 If the programming is incorrect, use the Backup and Restore Utility to load a recent back

Chapter 3 Hardware Troubleshooting 35BCM 5.0 Troubleshooting GuideTesting an MBMPerform the following procedure to test an MBM installed in the main u

36 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700Determining why a BCM50 MBM does not appear in Element Manager1 Check that the correct feat

Chapter 3 Hardware Troubleshooting 37BCM 5.0 Troubleshooting GuideTo determine why there is no dial tone at the ATA21 If you hear no dial tone, replac

38 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700Figure 12 Reset switch location on BCM450The figure Reset switch location on BCM50 on pag

Chapter 3 Hardware Troubleshooting 39BCM 5.0 Troubleshooting GuideReset levelsReset to factory settings is a stand-alone feature that has the followin

4 Task ListNN40170-700NN40170-700Accessing the CLI through the OAM port ...85Unders

40 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700• 3—Safe OS. The system reboots to the Safe OS and waits 1 minute for you to login. When yo

Chapter 3 Hardware Troubleshooting 41BCM 5.0 Troubleshooting GuideTo perform a Level 1 reset (configuration reset) 1 Access the CLI. For information a

42 Chapter 3 Hardware TroubleshootingNN40170-700NN40170-700Figure 14 Boot process with failed or missing memoryFigure 15 Boot process with failed

43BCM 5.0 Troubleshooting GuideChapter 4Software TroubleshootingThe information in this chapter applies to both the BCM50 and the BCM450 platforms run

44 Chapter 4 Software TroubleshootingNN40170-700NN40170-700—The Properties tabbed panel provides the settings for individual line characteristics.—The

Chapter 4 Software Troubleshooting 45BCM 5.0 Troubleshooting GuideThe table Trunk/Line Data main panel on page 45 describes the fields found on the Tr

46 Chapter 4 Software TroubleshootingNN40170-700NN40170-700PropertiesThe Properties tab shows basic line properties. Not all fields apply to all types

Chapter 4 Software Troubleshooting 47BCM 5.0 Troubleshooting GuideFigure 16 Properties details panelThe table Properties line settings on page 47 de

48 Chapter 4 Software TroubleshootingNN40170-700NN40170-700Figure 17 Preferences details panelThe table Preferences details fields for lines on page

Chapter 4 Software Troubleshooting 49BCM 5.0 Troubleshooting GuideANI NumberDID E&M<check box> Define whether the telephone number of the ca

5BCM 5.0 Troubleshooting GuideContentsChapter 1Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

50 Chapter 4 Software TroubleshootingNN40170-700NN40170-700RestrictionsAssigning Line restrictions and Remote Access Package restrictions are part of

Chapter 4 Software Troubleshooting 51BCM 5.0 Troubleshooting GuideFigure 18 Restrictions tabThe table Restrictions on page 51 describes the fields o

52 Chapter 4 Software TroubleshootingNN40170-700NN40170-700Restoring system dataIf the programming of lines and extensions is incorrect, you can resto

Chapter 4 Software Troubleshooting 53BCM 5.0 Troubleshooting GuideRestoring the factory configurationTo restore the factory configurationYour BCM is d

54 Chapter 4 Software TroubleshootingNN40170-700NN40170-700You can view the complete inventory of software installed on the BCM. The Software Inventor

55BCM 5.0 Troubleshooting GuideChapter 5Advanced TroubleshootingThe information in this chapter applies to both the BCM50 and BCM450 platforms running

56 Chapter 5 Advanced TroubleshootingNN40170-700NN40170-7005 Select Configuration, Resources > Telephony Resources and select the appropriate trunk

Chapter 5 Advanced Troubleshooting 57BCM 5.0 Troubleshooting Guide9 Select the BCM Info tab and verify the status of the line. Example 2: Cannot dial

58 Chapter 5 Advanced TroubleshootingNN40170-700NN40170-7003 Verify that the appropriate keycode is active. For H323 trunks, the keycode is VoIP GW Tr

Chapter 5 Advanced Troubleshooting 59BCM 5.0 Troubleshooting Guide4 Select Configuration > Telephony > Line > Active VoIP Lines. Select the a

6 ContentsNN40170-700NN40170-700Verify the keycodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

60 Chapter 5 Advanced TroubleshootingNN40170-700NN40170-7006 Click the Add button to open the Add Remote Gateway dialog box. Verify that the remote ga

Chapter 5 Advanced Troubleshooting 61BCM 5.0 Troubleshooting GuideNote: Ensure that the Absorbed Length is configured to the expected dialing plan. 9

62 Chapter 5 Advanced TroubleshootingNN40170-700NN40170-70010 Highlight the appropriate set and select the Line Pool Access tab. Verify that the set h

Chapter 5 Advanced Troubleshooting 63BCM 5.0 Troubleshooting GuideExample 3: IP set is not registering with the BCMWhen an IP set cannot register with

64 Chapter 5 Advanced TroubleshootingNN40170-700NN40170-700Troubleshooting example 3a1 Select Configuration > Telephony Resources deregister the of

Chapter 5 Advanced Troubleshooting 65BCM 5.0 Troubleshooting GuideExample 4: Cannot install keycode or invalid keycode applicationWhen you cannot inst

66 Chapter 5 Advanced TroubleshootingNN40170-700NN40170-700Example 5: Cannot dial out from digital trunkWhen you cannot dial out from a digital trunk,

Chapter 5 Advanced Troubleshooting 67BCM 5.0 Troubleshooting Guide7 Select the Provision Lines tab and verify that the lines are correctly provisioned

68 Chapter 5 Advanced TroubleshootingNN40170-700NN40170-700Note: Ensure that the Absorbed Length is configured to the expected dialing plan.10 Select

Chapter 5 Advanced Troubleshooting 69BCM 5.0 Troubleshooting Guide12 Select Administration > Telephony Metrics > CBC Limit Metrics and verify ca

Contents 7BCM 5.0 Troubleshooting GuideChapter 8Troubleshooting Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

70 Chapter 5 Advanced TroubleshootingNN40170-700NN40170-70014 Select the Line Monitor tab and verify the status of the line; select the UIP tab and ve

Chapter 5 Advanced Troubleshooting 71BCM 5.0 Troubleshooting GuideTroubleshooting example 61 Select Configuration > Resources > Application Reso

72 Chapter 5 Advanced TroubleshootingNN40170-700NN40170-700Example 8: Element Manager incorrectly shows expansion cabinet as emptyUse the following pr

73BCM 5.0 Troubleshooting GuideChapter 6Recovery treesThe information in this chapter applies to the BCM450 platform only. This chapter provides recov

74 Chapter 6 Recovery treesNN40170-700NN40170-700Figure 19 System is not processing callsStart-up profile failsUse the following flowchart when the

Chapter 6 Recovery trees 75BCM 5.0 Troubleshooting GuideFigure 20 Start-up profile failsCannot access BCM450 through Element ManagerUse the followin

76 Chapter 6 Recovery treesNN40170-700NN40170-700Figure 21 Cannot access BCM450 through Element Manager

Chapter 6 Recovery trees 77BCM 5.0 Troubleshooting GuideBCM450 shuts down unexpectedlyUse the following flowchart when the BCM450 shuts down unexpecte

78 Chapter 6 Recovery treesNN40170-700NN40170-700

79BCM 5.0 Troubleshooting GuideChapter 7Downloading SoftwareThe information in this chapter applies to both the BCM50 and BCM450 platforms running the

8 ContentsNN40170-700NN40170-700IP addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

80 Chapter 7 Downloading SoftwareNN40170-700NN40170-700IP Software Phone 2050 Y YMobile Voice Client 2050 Y YBusiness ApplicationsReporter Application

Chapter 7 Downloading Software 81BCM 5.0 Troubleshooting GuideCallPilot Unified Messaging Y YPersonal Call Manager Y YLAN CTE Client Y YIP Software Ph

82 Chapter 7 Downloading SoftwareNN40170-700NN40170-700To download software from the BCM Web page1 Connect to the BCM Web page— If the BCM is installe

83BCM 5.0 Troubleshooting GuideChapter 8Troubleshooting ToolsThe information in this chapter applies to both the BCM50 and the BCM450 platforms runnin

84 Chapter 8 Troubleshooting ToolsNN40170-700NN40170-700• CbC Limit Metrics—Use the CbC Limit metrics panel to monitor denied call activity for each s

Chapter 8 Troubleshooting Tools 85BCM 5.0 Troubleshooting GuideAccessing the CLIThere are two methods of accessing the CLI:• through a serial connecti

86 Chapter 8 Troubleshooting ToolsNN40170-700NN40170-700Using the Configuration CLIThe Configuration CLI displays when the system is in Main OS mode.

Chapter 8 Troubleshooting Tools 87BCM 5.0 Troubleshooting Guide• 6—Software Reset. A Level 2 reset occurs. The system resets all configuration data an

88 Chapter 8 Troubleshooting ToolsNN40170-700NN40170-700

89BCM 5.0 Troubleshooting GuideChapter 9Understanding System MessagesThe information in this chapter applies to both the BCM50 and the BCM450 platform

9BCM 5.0 Troubleshooting GuideChapter 1IntroductionBusiness Communications Manager (BCM) 5.0 provides private network and telephony management capabil

90 Chapter 9 Understanding System MessagesNN40170-700NN40170-700Detailed No setting A detailed explanation of the Cause code is provided.Cause Codeche

91BCM 5.0 Troubleshooting GuideChapter 10Useful Troubleshooting LinksThe information in this chapter applies to both the BCM50 and the BCM450 platform

92 Chapter 10 Useful Troubleshooting LinksNN40170-700NN40170-700Using the Knowledge and Solution EngineUse the following procedure to access the Knowl

93BCM 5.0 Troubleshooting GuideChapter 11Frequently Asked QuestionsThe information in this chapter applies to both the BCM50 and the BCM450 platforms

94 Chapter 11 Frequently Asked QuestionsNN40170-700NN40170-7005 Click the OK button. A warning window opens. Read the warning carefully before proceed

Chapter 11 Frequently Asked Questions 95BCM 5.0 Troubleshooting GuideCompleting a warm or cold reset1 Select Administration, Utilities, Reset, and cli

96 Chapter 11 Frequently Asked QuestionsNN40170-700NN40170-700Fault managementThis section answers the following frequently asked question:• How do I

Chapter 11 Frequently Asked Questions 97BCM 5.0 Troubleshooting Guide3 In the Alarms Panel table, select an alarm.The Alarm Details panel displays bel

98 Chapter 11 Frequently Asked QuestionsNN40170-700NN40170-700Using the Element Manager to transfer log files 1 Click the Administration tab, and then

Chapter 11 Frequently Asked Questions 99BCM 5.0 Troubleshooting Guide10 Click the Save button.The Save As screen opens.11 Specify the location where y