Nortel CallPilot NN44200-700 Istruzioni operative
Nortel CallPilot
Troubleshooting Reference
Guide
NN44200-700
.
Document status: Standard
Document version: 01.05
Document date: 26 June 2007
Copyright © 2007, Nortel Networks
All Rights Reserved.
Sourced in Canada
The information in this document is subject to change without notice. The statements, configurations, technical
data, and recommendations in this document are believed to be accurate and reliable, but are presented without
express or implied warranty. Users must take full responsibility for their applications of any products specified in this
document. The information in this document is proprietary to Nortel Networks.
The process of transmitting data and call messaging between the CallPilot server and the switch or the system is
proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user
license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by
alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate
termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
Trademarks
*Nortel, the Nortel logo, the Globemark, and Unified Networks, BNR, CallPilot, DMS, DMS-100, DMS-250,
DMS-MTX, DMS-SCP, DPN, Dualmode, Helmsman, IVR, MAP, Meridian, Meridian 1, Meridian Link, Meridian Mail,
Norstar, SL-1, SL-100, Succession, Supernode, Symposium, Telesis, and Unity are trademarks of Nortel Networks.
3COM is a trademark of 3Com Corporation.
ADOBE is a trademark of Adobe Systems Incorporated.
ATLAS is a trademark of Quantum Corporation.
BLACKBERRY is a trademark of Research in Motion Limited.
CRYSTAL REPORTS is a trademark of Seagate Software Inc.
EUDORA and QUALCOMM are trademarks of Qualcomm, Inc.
ETRUST and INOCULATEIT are trademarks of Computer Associates Think Inc.
DIRECTX, EXCHANGE.NET, FRONTPAGE, INTERNET EXPLORER, LINKEXCHANGE, MICROSOFT,
MICROSOFT EXCHANGE SERVER, MS-DOS, NETMEETING, OUTLOOK, POWERPOINT, VISUAL STUDIO,
WINDOWS, WINDOWS MEDIA, WINDOWS NT, and WINDOWS SERVER are trademarks of Microsoft Corporation.
GROUPWISE and NOVELL are trademarks of Novell Inc.
INTEL is a trademark of Intel Corporation.
LOGITECH is a trademark of Logitech, Inc.
MCAFEE and NETSHIELD are trademarks of McAfee Associates, Inc.
MYLEX is a trademark of Mylex Corporation.
NETSCAPE COMMUNICATOR is a trademark of Netscape Communications Corporation.
NOTES is a trademark of Lotus Development Corporation.
NORTON ANTIVIRUS and PCANYWHERE are trademarks of Symantec Corporation.
QUICKTIME is a trademark of Apple Computer, Inc.
RADISYS is a trademark of Radisys Corporation.
ROLM is a trademark of Siemens ROLM Communications Inc.
SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA.
SONY is a trademark of Sony Corporation.
SYBASE is a trademark of Sybase, Inc.
TEAC is a trademark of TEAC Corporation.
US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are trademarks of US Robotics.
WINZIP is a trademark of Nico Mark Computing, Inc.
XEON is a trademark of Intel, Inc.All other trademarks and registered trademarks are the property of their respective
owners.
5
Publication History
June 2007
CallPilot 5.0, Standard 01.05 of the Troubleshooting Reference Guide is
updated as per the CR Q01665596.
May 2007
CallPilot 5.0, Standard 01.04 of the Troubleshooting Reference Guide is
issued for general release.
April 2007
CallPilot 5.0, Standard 01.03 of the Troubleshooting Reference Guide is
issued for general release.
April 2007
CallPilot 5.0, Standard 01.02 of the Troubleshooting Reference Guide is
issued for general release.
March 2007
CallPilot 5.0, Standard 01.01 of the Troubleshooting Reference Guide is
issued for general release.
July 2005
CallPilot 4.0, Standard 1.02 of the Troubleshooting Reference Guide is
issued for general release.
July 2005
CallPilot 4.0, Standard 1.01 of the Troubleshooting Reference Guide is
issued for general release.
July 2005
CallPilot 4.0, Standard 1.0 of the Troubleshooting Reference Guide is issued
for general release.
Nortel CallPilot
Troubleshooting Reference Guide
NN44200-700 01.05 Standard
5.0 26 June 2007
Copyright © 2007, Nortel Networks
.
6Publication History
Nortel CallPilot
Troubleshooting Reference Guide
NN44200-700 01.05 Standard
5.0 26 June 2007
Copyright © 2007, Nortel Networks
.
7
Contents
Chapter 1 How to get help 9
Getting Help from the Nortel Web site 9
Getting Help over the phone from a Nortel Solutions Center 9
Getting Help from a specialist by using an Express Routing Code 10
Getting Help through a Nortel distributor or reseller 10
Chapter 2 Overview 11
General 11
Reference documents 12
Chapter 3 Hardware troubleshooting 13
201i server 13
703t server 17
1002rp server 28
1005r server 41
600r server 50
Chapter 4 Network troubleshooting 59
Check cabling 59
Check end-to-end connectivity 59
Check network adapters and driver installation 59
Check TCP/IP configuration 60
Test the TCP/IP 82
Check event logs 83
Checking the SCSI speed for RAID controllers 86
Chapter 5 Routing and remote access troubleshooting 89
General 89
Modem 90
Routing and Remote Access 99
Symantec pcAnywhere 109
Microsoft Remote Desktop Connection (RDC) 112
Enable remote desktop feature and set policy on host 113
Establish a RAS connection 115
Starting the Remote Desktop Client 117
CallPilot support tools 123
Nortel CallPilot
Troubleshooting Reference Guide
NN44200-700 01.05 Standard
5.0 26 June 2007
Copyright © 2007, Nortel Networks
.
8Contents
RAS dial-up required to establish RDC 124
Double-Hop remote control 124
Transferring files in Remote Desktop Connection sessions 126
Terminal Server Maximum Connections Exceeded error 126
Disconnecting the Remote Desktop Connection session 127
View or disconnect concurrent or previous stale sessions 127
Troubleshooting tips 128
Chapter 6 Application troubleshooting 131
Chapter 7 Meridian Mail to CallPilot migration troubleshoot
ing 143
General 143
Symptom 1: Error reading tape during data transfer or message migration 144
Symptom 2: All users cannot be migrated due to an invalid user-preferred language
ID 145
Symptom 3: The system failed to create a map directory 145
Symptom 4: The automatic log file backup failed 146
Symptom 5: On a recently migrated system, a user cannot log in to the mailbox or
CallPilot does not recognize a user receiving an incoming call 147
Nortel CallPilot
Troubleshooting Reference Guide
NN44200-700 01.05 Standard
5.0 26 June 2007
Copyright © 2007, Nortel Networks
.
9
Chapter 1
How to get help
This section explains how to get help for Nortel products and services.
Getting Help from the Nortel Web site
The best way to get technical support for Nortel products is from the Nortel
Technical Support Web site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and
tools to address issues with Nortel products. More specifically, the site
enables you to:
•download software, documentation, and product bulletins
•search the Technical Support Web site and the Nortel Knowledge Base
for answers to technical issues
•sign up for automatic notification of new software and documentation
for Nortel equipment
•open and manage technical support cases
Getting Help over the phone from a Nortel Solutions Center
If you don’t find the information you require on the Nortel Technical Support
Web site, and have a Nortel support contract, you can also get help over the
phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following Web site to obtain the phone
number for your region:
http://www.nortel.com/callus
Nortel CallPilot
Troubleshooting Reference Guide
NN44200-700 01.05 Standard
5.0 26 June 2007
Copyright © 2007, Nortel Networks
.
10 Chapter 1 How to get help
Getting Help from a specialist by using an Express Routing Code
To access some Nortel Technical Solutions Centers, you can usean Express
Routing Code (ERC) to quickly route your call to a specialist in your Nortel
product or service. To locate the ERC for your product or service, go to:
http://www.nortel.com/erc
Getting Help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a distributor
or authorized reseller, contact the technical support staff for that distributor
or reseller.
Nortel CallPilot
Troubleshooting Reference Guide
NN44200-700 01.05 Standard
5.0 26 June 2007
Copyright © 2007, Nortel Networks
.
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