Nortel Call Pilot Mini Call Pilot Mini 150 Instructions Manual

							Chapter 9  Upgrading CallPilot Mini/CallPilot 150    61
CallPilot Mini/CallPilot 150 Installation and Maintenance Guide
 
6Connect power to the CallPilot Mini/CallPilot 150.
The CallPilot Mini/CallPilot 150 will reboot.
7Use CallPilot Manager to change the Country setting to the country that was selected before 
the upgrade. For information about how to change the Country settings, refer to the CallPilot 
Manager Set Up and Operation Guide.
8Use the Language Configuration Utility to change the Languages settings to the languages that 
were selected before the upgrade. For information about how to use the Language 
Configuration Utility, refer to “Language Configuration Utility” on page 47.
9Restore your CallPilot information. For information about how to restore the CallPilot 
information, refer to “Restoring the CallPilot information” on page 55.
Note: A correct reboot of the CallPilot Mini/CallPilot 150 is indicated by the 
following LED sequence:
  LEDs 1 to 4 light for approximately 20 seconds
  LEDs 1 to 4 turn off for approximately 25 seconds 
  LEDs 1 to 4 blink rapidly for approximately 30 seconds
  LEDs 1 to 4 turn off for approximately 50 seconds 
 some or all of the   LEDs 1 to 4 may light to indicate TCM connections 
to the CallPilot on these ports
  LED lights to indicate that CallPilot is operating normally
If the CallPilot Mini/CallPilot 150 does not reboot, make sure the feature cartridge is 
in the bottom PCMCIA slot and is properly seated. If the feature cartridge is not 
inserted properly, disconnect the power from the CallPilot Mini/CallPilot 150, insert 
the feature cartridge in the bottom slot and restore power. 
						

							62    Chap ter 9  Upg rading CallPilot Mini/CallPilot 150
P099 0474 0 3
  
						

							63
CallPilot Mini/CallPilot 150 Installation and Maintenance Guide
 
Chapter 10
Troubleshooting
Introduction
Troubleshooting CallPilot Mini/CallPilot 150 problems involves determining the symptoms and 
diagnosing the cause of the problem.
A problem can be the result of more than one component failure. Diagnosing a CallPilot Mini/
CallPilot 150 problem involves isolating the cause, and determining whether the malfunction 
involves a failed hardware component or the CallPilot Mini/CallPilot 150 software configuration.
Important: After you have determined the cause of the problem, and corrected the problem by 
replacing a component or changing the software configuration parameters, you must test the 
CallPilot Mini/CallPilot 150.
Diagnosing problems
A malfunctioning CallPilot Mini/CallPilot 150 can be caused by a faulty component or the 
CallPilot Mini/CallPilot 150 software configuration. The following sections describe the 
symptoms that occur when CallPilot Mini/CallPilot 150 malfunctions. The symptoms are 
described first, followed by the procedures to confirm and correct the problem. 
The RS-232 terminal cannot communicate with CallPilot Mini/
CallPilot 150
Communication problems appear as garbled text or a blank screen. You need to determine if the 
problem is a communication problem, or if CallPilot Mini /CallPilot 150 is not working at all.
1Check to see if CallPilot 150 responds to the Feature Codes. 
Press ≤·°⁄ on any Norstar telephone connected to the system. CallPilot 150 should 
respond with the Pswd: display prompt. The Log: display prompt can also appear if the 
telephone is not assigned a mailbox.
Note: If you are troubleshooting a CallPilot Mini, skip step 1. The CallPilot Mini 
does not support Feature Codes.
Note: CallPilot 150 Feature Codes might not be the default codes shown here. For 
more information on determining CallPilot 150 feature codes, refer to “Determining 
CallPilot 150 Feature Codes” on page 43. 
						

							64    Chap ter 10  Troublesh ooting
P099 0474 0 3
 
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.
2 Ensure 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. 
3 Check the RS-232 cable. Ensure it is connected to the serial port on Ca llPilot Mini/
CallPilot 150 and to the serial port on the terminal.
4 Reset the terminal (or terminal emulation software).
5 On 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. 
6 Use a different terminal.
7 If 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 .
2 Make 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.  
3 Check 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
Note:  If you are troubleshooting a CallPilot Mini, skip step 2.  
						

							Chapter 10  Troubleshooting    65
CallPilot Mini/CallPilot 150 Installation and Maintenance Guide
 
 power supply cord is connected to the CallPilot Mini/CallPilot 150 module
 CallPilot Mini/CallPilot 150 module is getting power from the AC socket
4Unplug the module and open the front cover. Remove the feature cartridge and then re-insert 
it. Make sure the feature cartridge is fully inserted in the slot.
5Close the front cover and plug in the module.
The Power-on Diagnostics fail
When LEDs   1 and   2 blink quickly, it indicates a Power-on Diagnostics fail. For information 
about other LED error codes, refer to “CallPilot Mini/CallPilot 150 LEDs” on page 27.
One of the following two components could be the cause of the problem: the power supply or the 
CallPilot Mini/CallPilot 150. To correct the problem:
1Measure the power supply voltage. If the voltage is out of specifications, replace the power 
supply and retest the system.
The power supply provides 9 VDC.
2If the power supply is within specifications, replace the CallPilot Mini/CallPilot 150, then 
reprogram and test the system.
Cannot access CallPilot Manager
If you cannot access CallPilot Manager, do the following:
1Wait until LED   turns on before attempting to access CallPilot Manager. If LED   
does not turn on, refer to “LED 6 does not turn on after CallPilot Mini/CallPilot 150 has 
finished starting up” on page 69.
2Make sure that the IP address, subnet mask and default gateway settings are correct.
3Make sure another device is not using the CallPilot Mini/CallPilot 150 IP address. To test this, 
disconnect the CallPilot Mini/CallPilot 150 from the network and use a computer on the 
network to ping the CallPilot Mini/CallPilot 150 IP address. If another device answers the 
ping, the CallPilot Mini/CallPilot 150 IP address is being used by another device.
CallPilot Mini/CallPilot 150 fails during a start up
If the CallPilot Mini/CallPilot 150 fails during a start up, do the following:
1Remove power from the CallPilot Mini/CallPilot 150.
2Check that the Software Cartridge is properly seated in the Compact Flash Adapter.
3Check that the Compact Flash Adapter is properly seated in the CallPilot Mini/CallPilot 150.
4Restore power to the CallPilot Mini/CallPilot 150. 
						

							66    Chap ter 10  Troublesh ooting
P099 0474 0 3
 
General Delivery Mailbox greeting plays when you dial the Voicemail 
DN on CallPilot Mini
You must reboot the CallPilot Mini after using the Quick Install Wizard. This ensure the CallPilot 
Mini is using the correct Voicemail DN.
All of the mailboxes disappear after a software upgrade
If the upgrade cartridge is inserted in the bottom PCMCIA slot, your current software overwrites 
the upgrade cartridge and all of your programming is lost. Contact your Nortel Networks Service 
Representative for assistance.
CallPilot 150 Feature Codes are inactive
There are certain situations when you must first remove the Feature Codes that you are planning to 
use before you install the new CallPilot 150 software. These situations include:
 when you are activating new Voice Mail or Call Center functionality
 a new installation of Voice Mail or Call Center
To remove Feature Codes that may have been used by other applications, use the External Feature 
Inquiry utility ( ≤••ÙÏʉÍÊ ) before you install the new CallPilot 150 software. 
The External Feature Inquiry utility can be used only from a two-line di splay telephone.
To remove Feature Codes
Note: Do not use this procedure if you are troubleshooting a CallPilot Mini. The CallPilot 
Mini does not support Feature Codes.
1. Unplug the power to the CallPilot 150.
2. Press ≤••ÙÏʉÍÊ .
which is the same as
Press  ≤••\b‹°‹‡°. 
						

							Chapter 10  Troubleshooting    67
CallPilot Mini/CallPilot 150 Installation and Maintenance Guide
 
CallPilot 150 does not reboot following **STARTUP
Following a **STARTUP of the KSU you must manually reboot and reset CallPilot 150. For 
information about resetting CallPilot, refer to the CallPilot Manager Set Up and Operation Guide 
or the CallPilot Telephone Administration Guide. 3. Enter 

The default password is Ç؈ÏÈÌ 
(¤flfl‹››). For more information about the Installer 
password, refer to the Norstar Installer Guide that came with 
your KSU.
Access denied appears if you cannot use external feature 
inquiry from your telephone. 
In use: appears if someone else is using external feature 
inquiry, or an external feature is requesting an external 
feature access code.
4. Press Fi r s t
.
The first feature code appears.
5. Press TEST
.
Note: 9XX is the Feature Code and xxxxxxxx is a number 
assigned to the Feature Code.
6. Press REMOVE
 to remove the unused code.
Note: If F9XX: Active appears, the code is still being used by 
a Norstar peripheral. Press OK
.
7. Press NEXT
 to show the next Feature Code.
8. Repeat steps 5 to 7 until you have tested all of the Feature 
Codes.
Note: If None Registered appears, all of the Feature Codes 
have been tested and removed. The External Feature Inquiry 
utility exits.
9. Press ® to exit external feature inquiry.
10. Plug the power back into the CallPilot 150.
Note: Do not use this procedure if you are troubleshooting a CallPilot Mini. The CallPilot 
Mini does not support Feature Codes.
Password:
                        RETRY
Feat code:
FIRST               EXIT
F9XX: xxxxxxxx
TEST    BACK    NEXT
F9XX: Inactive
REMOVE              OK
F9XX: Free
TEST    BACK    NEXT 
						

							68    Chap ter 10  Troublesh ooting
P099 0474 0 3
 
Inactive feature
Maintenance of the CallPilot 150 installation is required if you attempt to initialize the system and 
the display shows:
Should this occur:
1Check the wiring at the distribution block, then enter the System Administration Feature Code. 
The default code is  ≤\b°‹.
The display should show:
2 If the display still shows  Inactiv\f f\fatur\f, disconnect the power cord and check all the 
wiring for the CallPilot 150. Make sure the:
 power supply is connected and plugged in
 CallPilot 150 has had the necessary time to complete the four minute self testing  procedure 
 CallPilot 150 is connected to a working station port
 there are no telephones or peripherals connected to the station port which has the same DN  that was assigned as the Control DN of a Skillset.
 power source to the CallPilot 150 is not damaged
3 After checking all the wiring, reconnect the power. Wait four minutes and repeat step 1. 
4 If you have checked the wiring and the m odule is still not operational disconnect and 
repackage the module, and return it to your distributor.
Time on the CallPilot Mini/CallPilot 150 does not match the time on 
the telephone system
When you change the time on the telephone system, it can take up to 10 minutes for the time on the 
CallPilot Mini/CallPilot 150 to change.
LED error messages
CallPilot Mini/CallPilot 150 uses the LEDs to indicate an error message.
Note:  Do not use this procedure if you are troubleshooting a CallPilot Mini. The CallPilot 
Mini does not support Feature Codes.
Inac\five\bfea\fure
Log:
QUIT\b\bRETRY\b\b\bOK 
						

							Chapter 10  Troubleshooting    69
CallPilot Mini/CallPilot 150 Installation and Maintenance Guide
 
LED 1 is blinking quickly
If LED   1 is blinking quickly, the Bootloader has encountered an error.
1Make sure the feature cartridge is in the bottom PCMCIA slot and it is seated properly.
2Make sure no one is logged into Norstar Remote Utilities. If someone is, ask them to log out 
until the CallPilot 150 has finished rebooting.
LED 1 and LED 2 are blinking quickly
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.
LEDs 1 to 4 turn on at power up but do not  briefly turn off during start up
LEDs   1 to   4 turn off briefly during the start up process. If these LEDs do not turn off briefly, 
the hardware initialization has failed. Refer to “The Power-on Diagnostics fail” on page 65.
One or more of LEDs 1 to 4 do not turn on after  CallPilot Mini/CallPilot 150 
has finished starting up
LEDs   1 to   4 indicate the lines that are connected to the telephone system. If any of these 
LEDs are off, the LED number indicates the line number that is not connected to the telephone 
system. If the lines are supposed to be connected to the telephone system:
1Check the wiring between the telephone system and the CallPilot Mini/CallPilot 150.
2Make sure the wiring between the telephone system and the CallPilot Mini/CallPilot 150 is 
less than 15 meters (50 feet) long.
LED 6 does not turn on after CallPilot Mini/CallPilot 150 has finished starting 
up
If LED   does not turn on a few minutes after CallPilot Mini/CallPilot 150 has finished 
starting up, the application has failed to start. Refer to “CallPilot Mini/CallPilot 150 does not 
function at all” on page 64.
Note: If you are troubleshooting a CallPilot Mini, skip step 2.  
						

							70    Chap ter 10  Troublesh ooting
P099 0474 0 3