TROUBLESHOOTING GUIDE OmniPCX Enterprise

SUBJECT : 4760i

No. TG0006
Nb of pages : 30

Ed. 01 Date : 25-03-2003

This troubleshooting guide of the OmniPCX Voice Application 4760i describes the main points that must be checked in case of problems with the 4760i.

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CONTENTS 1. 2. 3. 4760I...........................................................................................3 4760I...........................................................................................3 ........................................................................................... HISTORY......................................................................................3 HISTORY ......................................................................................3 ...................................................................................... ..........................................................................3 .......................................... INTRODUCTION ..........................................................................3
................................................................ Capacities and limits................................................................................. 3 limits ................................................................................. .......................................... A4760i OmniPCX Enterprise R5.0 Lx structure .......................................... 4

3.1. 3.2.

4.

................................... ...4 A4760I CREATION & USE OF THE A4760I ...................................4

................................................................ ............................................................... Connection ............................................................................................... 4 ................................................................ ....................................... Launch of the applications. ....................................................................... 6 ................................................................ ......................................... Configuration application ......................................................................... 7 ................................................................ Maintenance application........................................................................... 7 application...........................................................................

4.1. 4.2. 4.3. 4.4.

4.2.1. Procedure ............................................................................................................6

4.4.1. Goal..................................................................................................................... 7 4.4.2. Connection: .........................................................................................................7 4.4.3. Save operations: ..................................................................................................8 4.4.4. choice of the applications.....................................................................................9 4.4.5. Description of an operation window. .................................................................10 4.4.6. Description of the operations .............................................................................12

5.

TROUBLESHOOTING A4760I CREATION => IF YOU HAVE ............................................. .............19 DIFFICULTIES USING THE A4760I. .............................................19
................................................................ ..................................................... Is JRE available? ..................................................................................... 19 ................................................................ ............................................ Java plugin properties ............................................................................ 20 ................................................................ ...................................................... Erase JAR cache ...................................................................................... 20 ................................................................ .............................................................. Java policy .............................................................................................. 21

5.1. 5.2. 5.3. 5.4.

6. 7.
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PROPERTIES......................................................21 ...................................................... OBJECT MODEL PROPERTIES......................................................21 STARTED22 SAVE & RESTORE WITHOUT TELEPHONE APPLICATION STARTED22
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8.

......................23 HOW TO INSTALL THE 4760I CLIENT SOFTWARE ......................23

Installation.............................................................................................. Installation.............................................................................................. 23 ................................................................ ................................................................ .................................. Use of the 4760i application. .................................................................. 27

8.1. 8.2.

9.

........................27 BEFORE CALLING ALCATELS SUPPORT CENTER ........................27

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1.

4760I

In order to troubleshoot a 4760 > problem, a basic understanding of the protocol/feature/concept is required. Some basic concepts are covered below. Reading document A4760 from the technical documentation is also highly recommended.

2.

HISTORY

Edition 01 : creation of the Troubleshooting Guide

3.

INTRODUCTION

The OmniPCX Voice Application 4760i has been developed to directly access to the call server without external server. The 4760i application consists in the e-configuration application and the save/restore application. There is nearly the same level of features for the 4760 configuration and 4760 save/restore. On the 4760 you have the choice on the web page between directory consultation and network management. On the 4760i you have the choice between configuration and save/restore. First delivery has been done with OmniPCX Enterprise R5.0 Lx. 4760i should be accessible on the network by a browser (see 5.1) or a 4760i client. (see 10)

3.1.

Capacities and limits

You could connect maximum 2 different 4760i clients on the same call server.

This feature is not subject to a lock, the access to this functionality is manage in the mao to : System Other system param. System parameters Use of 4760I True This has to be done only if you dont have the softkey 50 (MAO47XX) If the customer has the key 50 MAO47xx, this Boolean is useless Hardware and software environment : PC with WINNT4 or Windows2000 or Windows95,98,Millenium Browser IE 5.5 or Netscape 4.7 Memory : 128 Mb Hard disk for A4760i client : 20Mb

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3.2.

A4760i OmniPCX Enterprise R5.0 Lx structure

A4760i, delivered with OmniPCX Enterprise R5.0 Lx, is based on GCSconfig service. Comasync library will directly pilot the 4400 CMISE with the linux socket. To see the service on the OXE you can launch the command ps eaf. You will find the correspondent service display : GCSConfig_srv. In all the case there is usually 6 process launch at the startup, and each time you launch the configuration, (2 times maximum) 4 process GCSConfig will be launch.

4.
4.1.

A4760I CREATION & USE OF THE A4760I

Connection

To launch the 4760 through a html page, launch Internet explorer or Netscape and enter the IP address or the host name of your call server. Example : http://192.168.65.72 Click on Configuration / Save Restore, Dont click on EasyConfig because there is no application behind this menu.

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In the next window choose your language. If you use for the first time the A4760i, you must first load the JAVA Applet. Click first onBefore using the OMNIPCX Enterprise for the first time, or from a new server, Please install JRE Click here. See below on [1]

In the following window you have the choice to launch directly the JRE program or to save it on your PC and to execute it later to install the java applets.
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REMARK : If you have already a JRE package installed, it could be better to erase the JAR cache (see 6.3) Secondly, you have to open the Java application writing right by clicking on [2] (see above) To open Java application writing rights, please Click here . In the following window you have the choice to directly launch the nmcsec.bat program or to save it on your PC and to execute it later to install the java applets. If you launch the execution of this program, you should at the end of this execution press a key to close the window and finish the program.

4.2.
4.2.1.

Launch of the applications.

Procedure

When you launch the configuration application or the maintenance (save/restore) application, the user must fill a dialog box with : Call server to configure (host name or IP address) Login Password Language use.

The login and password are checked by the call server itself. You must login with mtcl and it password. The selected language gives the language in the application menu. The language used for the call server model object is the selected language if there exists, other than its English language per default.

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4.3.

Configuration application

The use of the configuration is the same for the 4760 server (See the Omnivista 4760 document) The use is very light, you only have the configuration mode, the telnet is not possible and all other application delivered with the 4760 like LDAP directory, alarm, accounting arent available.

4.4.

Maintenance application.

4.4.1. Goal The goal is to save all the telephonic and Linux data on a PC and restore those on the same or another OXE cpu ( in case of a release upgrade or a crash of the hard disk ) The objective purpose is to provide a java application available on a browser who doesnt need FTP, Telnet and swinst tools. 4.4.2. Connection:

This document understands that the client 4760i is already operational on the PC. Use with real client or browser is possible. On the Internet Explorer browser ( release 5 minimum ) or Netscape (release 4.7 minimum) connect you to the C.S. with the address : http://<IP@>, then the configuration/ maintenance screen will be displayed .
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The <IP@> is the IP address of the C.S. to backup.

4.4.3.

Save operations:

Select the maintenance menu and enter the right password for the mtcl OXE). Select the language in the langue button and click on the OK button.

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4.4.4.

choice of the applications.

On the next screen you have the choice between 5 different operations (Backup PCX, Restore PCX, Backup OPS, Restore OPS and Options). You could navigate with the arrows to select one of the option, and double click to open it. The status window is to summarize the realized operations.

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4.4.5.

Description of an operation window.

Each operation window contains : 4.4.5.1. Information panel The name or the IP address of the OXE pabx where you will execute the operation. A login button to modify the user account and to change the pabx. A telephone application button status with action to desactivate or activate the telephone application.

The information panel contains : -

This button appear when there is no communication between the application and the OXE. No action is possible (Button and arrow are grey.)

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With this button the telephone application doesnt work, if you click on it you will activate the telephone application. If the autostart is activated, the system will reboot. (Button and arrow are red) By right click you could see this menu :

Its possible to do the same action as by the normal click, but you could also start phone without modifying autostart.

With this button the telephone application is working, if you click on it you will stop the autostart. If the autostart is inactivated, the system will reboot. (Button is grey, and arrow is red) By right clicking you could see this menu :

Its possible to do the same action as by the normal click, but you could also stop phone without modifying autostart

4.4.5.2.

Operation panel

It depends on the application choice. It contains the different possible operations like save or restore of MAO, accounting, voice mail

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4.4.5.3.

Button line With this arrows you could switch to the previous or next operation.

With this button you could switch from the operation grid to the applications grid. If this button is green, you could activate the operation. If this button is red, you could cancel the choice you made to come back to an initial state.

4.4.5.4.

Status window.

Display of all information about the operations done, traces and errors (in red caracter).

4.4.6. 4.4.6.1.

Description of the operations Options

When using the option menu, a directories structure is created automatically where you choose to save your data. On the example below we choose the directory c:\save has been choosen. This structure contains (below the default directory) sub-directories : with the name or the IP address for each pabx connected (logged as mtcl) and another sub-directory named by the date of the backup. For example you could have finally : c:\save \pabx_A\Feb 18,2003

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This directory will be used per default for all other applications. 4.4.6.2. PABX backup.

PABX Backup window.

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Select any object you want to save; there are 8 possible choices. mao, voice guide and accounting data : mao-acc file accounting data : acc file traffic history data : obstraf file CCD configuration and statistic data : acd file 4635 data : 4635j file 4645 data, greeting without message: eva file 4645 data, greeting and message files : eva-msg file linux data for the specify cpu : cho-dat file

To save on a different directory then the default one, unselect the field Save in the default directory. Then click on Browse to select the right directory .

The selection in the PC must be validated by a blue line on the new window containing the subdirectory. The backup will be done under this directory. It will contain the following sub-directories tree : One named by the OXE name on which the connection was made. One named by the date of the backup. Finally the files

When this is done, click on the green button Apply the modification. The backup starts. This part is displayed on the previous blank part of the half-screen and the ending is also displayed in this status window. The keyword Disconnected tells you when the operation is finished.

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Description of the operation : cleaning of the directory /DHS3dyn/BACKUP/IMMED on the pabx. Launch of swinst by telnet and use of the command bsk save archive to save under /DHS3dyn/BACKUP/IMMED Recovering of the file by FTP and local save on the computer if the operation didnt failed. For example on the directory : c:\TEMP\pabx_A\Feb 18,2003.

4.4.6.3.

PABX Restore

The telephone can be started or not on the C.S. for this operation: If the telephone application isnt started, you can only use the client and no browser. If the telephone application is started you can use the client 4760i and the browser, but you cant restore the file on the CS. The files are just being stored in a special directory and the final installation can be done by swinst after you have stopped the telephone application. For swinst, see the OXE 5.0Lx documentation to use this tool.
PABX Backup window.

You have 3 possibilities to find the files to restore;

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One choice limited to the own pabx directories files One choice where you can select files from an other pabx save.
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With the choice find records you can select many files on many directories and disks.

Select the field Find Records. Then go to the right sub-directory and select manually the files. On the screen, click on the arrow to validate or un-validate the files. Click on the green button to validate the restore operation. The files are now being transferred. Like the save operation, the files copied are displayed at the bottom of the browser. If the telephone is still active, a red sentence is displayed at the end. (Dont forget that to restore the file in the CS, you must stop the telephone application before.) The files are transferred in /usr4/BACKUP/IMMED in the C.S. and restored automatically. You can see in the status window the message mao-acc completed when the restore operation is finished. Description of the Restore operation : cleaning of the directory /DHS3dyn/BACKUP/IMMED on the pabx. Sending of the select files by FTP. Launch of swinst by telnet and use of the command bsk restore archive to restore the files who are under /DHS3dyn/BACKUP/IMMED

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4.4.6.4.

PABX OPS Backup.

You could choice the target where you want to save your OPS file, but if you want to restore the file by the same tool 4760i, its better to keep the default directory defined in the option menu (see 5.4.6.1). Description of the OPS backup operation : clean of the directory /DHS3dyn/BACKUP/OPS on the pabx. Launch of swinst by telnet and use of the command bsk save ops to save under /DHS3dyn/BACKUP/OPS Recovering of the file by FTP and local save on the computer if the operation didnt failed.

The files saved are : - hardware.mao - hardware.old - software.hw - software.sw - software.swk

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4.4.6.5.

PABX OPS Restore.

Select manually the files. The files are in the directory defined by default in the option menu (see 5.4.6.1). On the screen click on the arrow to validate or un-validate the files. Click on the green button to validate the restore operation. The files are now being transferred. Like the save operation, the files copied are displayed at the bottom of the browser. If the telephone is still active, a red sentence is displayed at the end. The files are transferred in /usr4/BACKUP/OPS in the C.S. and restored automatically. You could see in the status window the message mao-acc completed when the restore operation is finished. Description of the Restore operation : Cleaning of the directory /DHS3dyn/BACKUP/OPS on the pabx. Sending of the select files by FTP. Launch of swinst by telnet and use of the command bsk restore ops to restore the files who are under /DHS3dyn/BACKUP/OPS

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5.

TROUBLESHOOTING A4760I CREATION => IF YOU HAVE DIFFICULTIES USING THE A4760I.

If you have troubles to install your A4760i, check the different points.

5.1.

Is JRE available?

Check if there is any other java Runtime installed. 4760i uses java 1.3.1. If you open a MS-DOS command window you could check the version with the command : java version You will see this answer java version "1.3.1" Java(TM) 2 Runtime Environment, Standard Edition (build 1.3.1-b24) Java HotSpot(TM) Client VM (build 1.3.1-b24, mixed mode) In the control panel you could by add/remove program check if there is any other java installed, otherwise remove this program.

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Now you can delete the different files on the directory JAVA C:\Program Files\JavaSoft C:\WINNT\java

After these operations, you can install your A4760i by the client or directly by a browser.

5.2.

Java plugin properties

You can check that check box Enable Java plugin is well filled by launching control panel and java plug-in 1.3.1.

5.3.

Erase JAR cache

First close your browser. You can clear the JAR Cache by launching control panel and java plug-in 1.3.1

Select the folder Cache and click on the button Clear JAR Cache
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Click on the OK button to finish.

5.4.

Java policy

Download and launch again jre.exe and nmcsec.bat on the 4760i. (see 5.1)

6.

OBJECT MODEL PROPERTIES

When you start the first time the A4760i, you will see a Object model loading properties window. You could tune 6 features.

Local save : you could save on your computer the model object, so it is not necessary to load it each time from the call server when you launch the A4760i. Local load : you will use the model object loaded. ID Patchd : If this feature isnt crossed you will use the most recent model object. For example your model object is E1.604.9 so you can connect a call server in E1.604.8. In other case if the ID Patch is crossed you need loading the model object of the E1.604.8 Model number : Number of maximum model object loaded in the computer. Save Location : place where you will save your model object by default. Does not Appear : If this feature is crossed, on the next start up of the 4760i this window will not appear. If you want tomodify a feature on this window later, you must open the configuration menu, and right click on the pabx node. Than, select Open MIB Save dialog box.

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7.

SAVE & RESTORE WITHOUT TELEPHONE APPLICATION STARTED

By the applet, the client has been loaded by a http request. The applet is deleted each time you close the browser. You need a http server started to answer to the browser request. If the client application has been installed on your PC you dont need the http server, because there is no browser request.

The A4760i has 2 working modes;

So if your telephone application is not started, you have to install the A4760i client application on your computer. This application is available on the http server. ( See : 10 < How to install the 4760i client software>)

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8.
8.1.

HOW TO INSTALL THE 4760I CLIENT SOFTWARE

Installation

To install the A4760i client Launch by a browser the address http://host name or IP@ of the call server/nmc/client/

and select the file Clt4760i.exe .

You must select Save this program to disk.

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After the copy of the file Clt4760i on the PC, you have to uncompress the files by launching the program Clt4760i.exe.

At the end, you will receive a window message:

You have only to click on the OK button. The installation starts alone and you have to answer to the different following questions: Select your language.

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Answer Yes.

Insert the host name or the IP address of the call server where you will connect you later and click next

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Click on next button.

Click on finish button. You are now ready to use your A4760i.

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8.2.

Use of the 4760i application.

Start Programs OXE 4760i Client

To use your application click on

You have the choice between the configuration, the maintenance and the uninstall of the application. The login use for the 4760i client is usually mtcl.

9.

BEFORE CALLING ALCATELS SUPPORT CENTER

Before calling Alcatels Business Partner Support Center (ABPSC), make sure that you have read through : the Release Notes which lists features available, restrictions etc this chapter and completed the actions suggested for your systems problem

Additionnally, do the following and document the results so that the Alcatel Technical Support can better assist you:
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Have any information that you gathered while troubleshooting the issue to this point available to provide to the TAC engineer (such as traces) Have a network diagram describing CPUs configuration Have CPU-IDs for the running system (spadmin -> menu 5 : Read the system CPUID) Have phone set having the problem : extensions, types, localization on the system

Note: Dial-in or Telnet access is also desirable to help with effective problem resolution End of Document

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