Nortel Networks P0990474 03 manual CallPilot Mini/CallPilot 150 does not function at all

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64Chapter 10 Troubleshooting

If there is no response, this indicates that CallPilot 150 is not functioning. Refer to “CallPilot Mini/CallPilot 150 does not function at all” on page 64.

If CallPilot 150 responds with the appropriate prompt, there is a communication problem on the serial port. Continue with the steps in this procedure until you find the problem.

2Ensure the RS-232 terminal communication parameters are set to 9600 baud/ 8 data bits/1 stop bit/no parity/no flow control. For instructions about setting these parameters, refer to the manual supplied with the terminal.

3Check the RS-232 cable. Ensure it is connected to the serial port on CallPilot Mini/ CallPilot 150 and to the serial port on the terminal.

4Reset the terminal (or terminal emulation software).

5On the RS-232 cable, use a multi-tester to check the continuity of the pins:

•pin 2 - pin 2

•pin 3 - pin 3

•pin 7 - pin 7

If any check fails, replace the cable.

6Use a different terminal.

7If there is still a problem, reboot the CallPilot Mini/CallPilot 150 system. If there is no improvement call your support line.

CallPilot Mini/CallPilot 150 does not function at all

CallPilot Mini/CallPilot 150 is not functioning when there is no response from the terminal, or the Feature Codes do not appear on the telephone display.

1Check the LEDs.

If LED 1 is blinking quickly, the Bootloader has encountered an error. Check that the Feature Cartridge is installed in the bottom PCMCIA slot.

If LED 1 and LED 2 are blinking quickly, the Power-on Diagnostics have failed. Refer to “The Power-on Diagnostics fail” on page 65.

2Make sure that no one is logged into the Norstar Remote Utilities application. If someone is, have the person exit from Norstar Remote Utilities and then restart CallPilot 150. After CallPilot 150 has started up, the person can start Norstar Remote Utilities again.

Note: If you are troubleshooting a CallPilot Mini, skip step 2.

3Check to ensure the:

•TCM port is connected to the CallPilot Mini/CallPilot 150

•the Power Indicator light is lit

•power supply cord is plugged into the AC socket

P0990474 03

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Contents CallPilot Mini/CallPilot Installation and Maintenance Guide Copyright 2001 Nortel Networks TrademarksStatement of conditions Regulatory RequirementsContents Chapter Language Configuration Utility Chapter Upgrading CallPilot Mini/CallPilot 150 Appendix B Norstar Directory Numbers Figures P0990474 Tables P0990474 Preface Before you beginText conventions Example Group lists? YAbout the buttons on your telephone Related publicationsPreface Telephone buttonsUSA and Canada How to Get HelpEmea Europe, Middle East, Africa Cala Caribbean & Latin America Apac Asia PacificChapter How to use this guide How to use this guideHow to use this guide How the instructions are presentedFeatures of CallPilot Chapter System overviewAbout CallPilot Mini/CallPilot CallPilot Mini offersData connectors CompatibilityHardware overview Meridian 1 systems compatible with CallPilot MiniDimensions Pcmcia slotsPower Voice message storageChapter Preparing to install the CallPilot Mini/CallPilot Electrical serviceEnvironment Opening the kitUsing a LAN Preparing to install the CallPilot Mini/CallPilotManaging the CallPilot system Running without a LANChapter Installing CallPilot Mini/CallPilot Wall mounting the CallPilot Mini/CallPilotInstalling CallPilot Mini/CallPilot Connecting the CallPilot Mini/CallPilotPort a and Port B Pinouts Installing CallPilot Mini/CallPilot 150 Connecting the EMC Kit to the CallPilot Mini cables P0990474 LEDs during startup CallPilot Mini/CallPilot 150 LEDsLEDs during operation Installing CallPilot Mini/CallPilot P0990474 Chapter Initializing the CallPilot Mini/CallPilot About CallPilot ManagerCreating an ACD Queue Configuring the Meridian 1 PBX to work with CallPilot MiniInitializing the CallPilot Mini/CallPilot Initializing the CallPilot Mini/CallPilot 150 Creating an ACD Queue, stepAssigning ACD Agents Assigning ACD AgentsEnabling the Call Forward on Busy message Scheduled Block SCBComputer requirements Computer requirements for CallPilot ManagerBrowser requirements Connecting to the CallPilot Mini/CallPilot Changing the IP address using a serial cableCallPilot Mini/CallPilot 150 serial port CallPilot Mini/CallPilot 150 serial port pinoutPress the Enter key Changing the IP address using an Ethernet crossover cable Ethernet crossover cableRunning the Quick Install Wizard Quick Install Wizard parameters for a CallPilot MiniService to those mailboxes Quick Install Wizard parameters for a CallPilot Default is North America Determining CallPilot 150 Feature Codes Initializing CallPilot 150 using a telephoneAssigned Feature Codes Feature Code name Default Number Configuring the CallPilot 150 initial parameters CallCenterRetryok Initializing the CallPilot Mini/CallPilot P0990474 Changing the languages available Chapter Language Configuration UtilityClick the Specify the language to remove drop list Language Configuration Utility Chapter Password administration Resetting passwordsResetting the system administrator password Resetting the password using a telephone CallPilot 150 onlyResetting the operator password CallPilot 150 only Resetting the password using CallPilot ManagerResetting the password using a telephone Password administrationResetting the Mailbox passwords Resetting the Modem access password Click the Access Passwords linkChapter Backing up and restoring CallPilot Installing the CallPilot Backup and Restore UtilityBacking up the CallPilot information Backing up and restoring CallPilot Type of CallPilot system Maximum disk space requiredRestoring the CallPilot information Backing up and restoring CallPilot Retrieving the CallPilot log files Backing up and restoring CallPilot P0990474 Chapter Upgrading CallPilot Mini/CallPilot Upgrading the CallPilot software versionUpgrading the message storage Upgrading CallPilot Mini/CallPilot Upgrading CallPilot Mini/CallPilot 150 Upgrading CallPilot Mini/CallPilot P0990474 Diagnosing problems Chapter TroubleshootingIntroduction Troubleshooting CallPilot Mini/CallPilot 150 does not function at allCannot access CallPilot Manager Power-on Diagnostics failCallPilot Mini/CallPilot 150 fails during a start up CallPilot 150 Feature Codes are inactive All of the mailboxes disappear after a software upgradeTo remove Feature Codes CallPilot 150 does not reboot following **STARTUP Inactive feature LED error messagesLED 1 is blinking quickly LED 1 and LED 2 are blinking quicklyTroubleshooting P0990474 Configuring your computer to access the CallPilot modem Appendix a Modem AccessConnecting a telephone to your computer modem Modem Access Creating a Dial-Up Networking connectionCreating a Dial-Up Networking connection on Windows NT Advanced options box, select the Log on to network optionNetBEUI IPX/SPC Compatible Select the Specify an IP address optionSelect the Enable hardware flow control option Select the Use the following IP address optionCreating a Dial-Up Networking connection on Windows Select the Always use the following IP Address optionSelect the Advanced custom settings option Select the Allow these protocols optionNegotiate multi-link for single link connections Select the Internet Protocol TCP/IP optionInstalling the Nortel Networks Modem Configuration Utility Open the Modem Configuration Utility folderEnabling Modem access using a telephone CallPilot 150 only Enabling Modem access using CallPilot ManagerEnabling the modem on the CallPilot Mini/CallPilot Modem accessY Configuring your modem to access the CallPilot modem Connecting to the CallPilot systemConnecting to the CallPilot modem Tip Enter Telnet 192.168.0.2 and click OKAccessing the CallPilot system using CallPilot Manager Configuring your modem for normal modem connectionsAppendix B Norstar Directory Numbers Non-expanded Modular ICS DNsModular ICS 2-port cartridge DNs Modular ICS 6-port cartridge DNsProgramming CallPilot 150 DNs to memory buttons Norstar Directory NumbersGlossary Glossary Physical components of a CallPilot Mini/CallPilot Storage place for messages on CallPilot Push button telephone that emits Dtmf tones Glossary P0990474 Index Index P0990474Using to change IP address Index P0990474