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17-6 Troubleshooting operational problems
System-level problems
Standard 1.0 Modular Option EC Installation and Maintenance Guide November 1999
Meridian Mail service
is unavailable
If the system has booted up and appears to be running
normally but there is no connection to Meridian Mail when
you try to place a call, follow these steps.
Step Action
1 Verify that the Meridian Mail DN is properly configured in
the VSDN table. See the
System Administration Guide
(NTP 555-7001-30x) for configuration details.
2 Check that the AML is up on the Meridian 1. See “AML
problems” on page 17-7 for more information.
3 Verify that the primary DN in the Meridian Mail Channel
Allocation Table (CAT) matches the main ACD Queue DN in the
Meridian 1.
4 Make sure the VASID in the main ACD Queue DN matches the
VASID in the Meridian 1 Configuration Record.
5 Verify that each service enabled on your system has the
appropriate greeting and menu choices recorded.
6 Verify that each Time of Day controller, Menu Service,
ThruDial, and Announcement Service has the correct service
ID.
7 Check the SEERs for any operational problems.
- 555-7061-250 1
- P0904489 2
- Publication history 5
- Standard 1.0 6
- November 1999 6
- Contents 7
- Installing power supplies 6-1 8
- Contents vii 9
- 14 Adding a node 14-1 10
- EC system to Release 13 15-1 11
- 18 Hardware maintenance 18-1 12
- A Terminal configuration A-1 12
- B Modem configurations B-1 12
- flowcharts C-1 13
- Index Index-1 13
- About this guide 15
- • cartridge tape units 17
- • cable harnesses 17
- Chapter 1 19
- Introduction to Meridian 19
- Mail Modular Option EC 19
- Node expansion on an 21
- Switch requirements 25
- Chapter 2 27
- Preparing for installation 27
- Tools required 29
- Chapter 3 31
- Assembly overview 31
- Installation tasks 33
- 3-4 Assembly overview 34
- Chapter 4 35
- Unpacking and inspecting 35
- PCP removal 40
- Chapter 5 41
- Installing a column or 41
- Installing a column 43
- Installing a module 43
- Module doors and I/O 44
- Module identification 44
- Chapter 6 47
- Installing power supplies 47
- Location of power 49
- AC system 50
- DC system 52
- Chapter 7 55
- Installing the disk drives 55
- Modular Option EC 57
- Setting the SCSI ID for 59
- Risk of electrical shock 59
- Installing disks in an 60
- Slot locations 62
- Location of disk 62
- Installing disks in a 66
- Disk drive diagrams 67
- SCSI I/O connector 69
- DC power connector 69
- J1 SCSI I/O connector 76
- (See photo on next page.) 78
- Overview of tape drives 80
- Tandberg tape drive 81
- Archive tape drive 82
- Risk of data errors 83
- Tape drive location 84
- Tape drive installation 85
- Installing the tape 86
- Chapter 8 89
- • Set the backplane switches 90
- Backplane switch settings 91
- Setting the backplane 93
- (unshadowed system) 93
- S4 and S5 address 96
- S7 EVB terminator 97
- Removing, checking 99
- Switch settings 100
- NT6R15AA S2 OFF ON 100
- Introduction 101
- Location of 101
- cards in a 101
- 6 MSU4MSU2 78 11 102
- Location of utility cards 103
- Location of VP cards 104
- Enhanced MMP40 105
- Chapter 9 107
- Installing intramodule and 107
- Overview 108
- References to 109
- Extraction tool 110
- Angle this end 111
- Risk of equipment damage 114
- Installing RS-232 cables 115
- Installing the external 117
- EVB cabling guide 117
- External voice bus cabling 119
- Installing EVB 120
- Installing EVB cables 122
- Chapter 10 123
- Installing, cabling, and 123
- Installation overview 125
- Installing the A/B 126
- Meridian Mail 127
- Installing the primary 128
- Installing a MAT 129
- System Administration Tools 130
- LA75 Plus Companion and LA30 133
- Configuring the LA75 134
- Plus Companion 134
- LA75 printer default settings 135
- Configuring the LA30 136
- Companion printer 136
- LA30N Companion printer 137
- printer default 138
- Installing the HP 140
- Thinkjet printer 140
- ThinkJet 141
- “Modem configurations.” 143
- Supported modems 144
- Installing the remote 144
- Installing a GAC 146
- Meridian 147
- Installing a networking 148
- Backplane to 152
- I/O cable 152
- Chapter 11 157
- Installing the Meridian 157
- Mail to PBX interface 157
- Mail and the Meridian 1 159
- Installing the network loop 161
- Installing the network 163
- Using direct cabling 164
- Using indirect cabling 165
- System Administration Guide 166
- Hardware 167
- Software 167
- See Notes on the next page– 171
- Installing the MSDL 173
- Tens Ones 175
- (QPC513H or later) 176
- Installing the ESDI 177
- Step Action 178
- Circuit Card Installation 179
- Installing the AML cabling 180
- Chapter 12 183
- Configuring the 183
- Meridian 1 183
- Getting started 185
- ROM selection 186
- Single-CPU Meridian 1 187
- Dual-CPU Meridian 1 187
- Defining the ESDI and 189
- Configuring the ESDI 189
- Enabling ESDI ports 195
- (ESDI, X11 Release 17 195
- Activating the AML 196
- (ESDI, X11 Release 18 196
- Status messages 196
- Defining the MSDL 197
- Defining Meridian Mail 201
- Overlay 15 prompts 201
- Quick Reference Guide 203
- Features and Options 205
- Configuring the route 206
- Defining the primary 207
- Meridian Mail ACD 207
- Defining Voice 209
- Services ACD queues 209
- Programming the network loop 210
- Verifying the network 212
- Adding ACD agents 213
- Overlay 11—ACD agents 215
- Call routing options 217
- (NTP 553-2301-105) 218
- Saving Meridian 1 changes 220
- Chapter 13 221
- Starting up and 221
- Starting up Meridian Mail 223
- Hexadecimal display 225
- Reset button 225
- System Installation and 226
- Modification Guide 226
- Administration Guide 227
- Configuring Meridian Mail 228
- System 229
- Acceptance testing 230
- Chapter 14 231
- Adding a node 231
- Powering up or down 234
- Expanding unshadowed systems 235
- Expanding from a 1- to 236
- Expanding from a 2- to 239
- Expanding from a 3- to 242
- Expanding from a 4- to 246
- EC by several nodes at once 249
- Expanding shadowed systems 250
- See the illustration below 251
- Expanding from a 253
- 2-node to a 3-node 253
- Terminator 255
- 3-node to a 4-node 257
- 4-node to a 5-node 260
- Shadowed multi-node expansion 264
- Chapter 15 265
- Converting from an 265
- EC system to Release 13 265
- Hardware conversion 267
- Hardware requirements 268
- Replacing the 68K 269
- Installing a 9600 bps 270
- Chapter 16 273
- Reference documents 275
- Normal startup sequence 276
- Behavior of LED indicators 278
- Normal bootup sequence 279
- System status 282
- DSP Port Status screen 284
- Bootup problems 285
- Correcting a blank 287
- Determining a problem 288
- Power problems 290
- NT7D67CA 291
- TB1 in pedestal 292
- Testing the DCEPS 293
- Resolving AC system 294
- Testing the power 294
- 230 V AC 295
- Determine stage of 296
- Troubleshooting bootup stages 297
- Troubleshooting stage 297
- 1 or 2 bootup failure 297
- 3 bootup failure—disk 298
- 9 bootup failure 300
- 10 bootup failure 300
- 11 bootup failure 301
- Disk subsystem check 302
- System bus diagnostics 303
- Hardware diagnostics 304
- Utility card diagnostics 305
- VP diagnostics 306
- SCSI subsystem problems 307
- Chapter 17 309
- Troubleshooting 309
- System-level problems 312
- Meridian Mail service 314
- AML problems 315
- Link maintenance 316
- Call and database 316
- AML status 317
- ESDI/AML states 318
- MSDL/AML states 318
- ESDA error messages 319
- CSA error messages 320
- Status and diagnostic 321
- ENL AML n ACMS 321
- ENL AML n AUTO 321
- STAT CMS n 324
- STAT AML n 324
- STAT ESDI 324
- Option EC and the Meridian 1 325
- Voice card/channel problems 327
- Channel status 328
- Channel status Idle 329
- Silent channels 330
- Silent channel—calls 331
- Administration problems 332
- System backups (disk 334
- User-reported problems 335
- Message waiting 336
- Call Sender does not 336
- Revert DN does not 337
- Chapter 18 339
- Hardware maintenance 339
- Power supply replacement 341
- 18-4 Hardware maintenance 342
- Printed circuit packs (PCPs) 343
- 18-6 Hardware maintenance 344
- Hardware maintenance 18-7 345
- 18-8 Hardware maintenance 346
- Hardware maintenance 18-9 347
- 18-10 Hardware maintenance 348
- Hardware maintenance 18-11 349
- 18-12 Hardware maintenance 350
- Hardware maintenance 18-13 351
- 18-14 Hardware maintenance 352
- PCP replacement 354
- Replacing a card 354
- Disk unit replacement 356
- Replacing a disk in an 357
- Removing and 360
- Replacing the primary 360
- Replacing the 361
- Upgrade unshadowed 363
- 18-26 Hardware maintenance 364
- Enabling or disabling 365
- System Status and Maintenance 366
- Select a softkey > 366
- View Disk 366
- Tape drive replacement 367
- 18-30 Hardware maintenance 368
- Hardware maintenance 18-31 369
- Tape drive maintenance 370
- Tape drive cleaning kits 371
- Cleaning the Archive 371
- Archive tape drive cleaning 373
- Cleaning the Tandberg 374
- 18-38 Hardware maintenance 376
- Chapter 19 377
- Disk drive sanity test 379
- Disk problem 380
- Sense keys 380
- Communication 380
- Tape backups 382
- Risk of data loss 382
- Appendix A 383
- Configuring an 385
- HP700/32 terminal 385
- HP700/32 setup screens 386
- Terminal configuration A-5 387
- A-6 Terminal configuration 388
- Configuring a VT420 terminal 389
- VT420 setup screens 390
- Configuring a VT520 terminal 391
- VT520 setup values 393
- Port selection for VT520 397
- Configuring an NT220 terminal 398
- NT220 setup screens 399
- A-18 Terminal configuration 400
- HP700/22 terminal 401
- HP700/22 setup screens 402
- T T T T T T T T T 403
- T T T T T T 403
- Configuring a VT320 terminal 404
- VT320 setup screens 405
- Configuring a VT220 terminal 406
- VT220 setup screens 407
- A-26 Terminal configuration 408
- Appendix B 409
- B-4 Modem configurations 412
- Connecting the 413
- U.S. Robotics modem 415
- Racal modem 418
- Configuring the Racal 419
- ALM3223 modem as a 419
- Hayes modem 420
- Configuring the Hayes 421
- Optima 144 modem as 421
- UDS modems 422
- Configuring the UDS 423
- 2440 modem as a local 423
- 2400 bps modem 423
- 9600 bps modem 426
- UDS 224 A/D modem 429
- 224 A/D as a local 429
- Ven-Tel modems 433
- Setting the switches 434
- Ven-Tel 9600 Plus/ 434
- 9600 Plus II modem 434
- Plus II modem 435
- Ven-Tel 2400-33/2400 436
- Plus II as a local 9600 436
- Plus II as a remote 439
- 9600 Plus II as a 440
- Appendix C 441
- Flowcharts 443
- Flowcharts (continued) 444
- AA—LED stuck at “.4” 454
- Appendix D 455
- Call registers 456
- NCR formulas 457
- Assumptions 457
- Calculations 458
- ISDN penetration factor 458
- Default call registers 458
- CSQI/CSQO 459
- Numerics 461
- Reader Response Form 465
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