Tg0003en Ed01 Erma

TROUBLESHOOTING GUIDE No. TG0003 Ed.
01
OmniPCX Enterprise Nb of pages : 15 Date : 10-02-2003
SUBJECT : eRMA
This document describes the main points that must be checked when an eRMA connection does not
work.
1
OmniPCX Enterprise
TROUBLESHOOTING GUIDE No. 3 eRMA
CONTENTS
1. ERMA...........................................................................................3
2. HISTORY......................................................................................3
3. INTRODUCTION ..........................................................................3
4. MANAGEMENT OF THE ERMA .....................................................3

4.1. Check if the use of the internal modem of the GD is allowed ................... 4
4.2. Check the DDI number in the eRMA menu................................................ 4
4.3. Check the login in the eRMA menu ........................................................... 4
4.4. Check the Directory number of the eRMA in the translator ....................... 4
4.5. Check the numbers automatically created ................................................ 5
4.6. Check the connection to the eRMA............................................................ 5
5. SECURITY DATA...........................................................................6
6. PROCESS .....................................................................................7
7. LINK BETWEEN THE CALL SERVER AND THE GD ..........................8
8. MAINTENANCE TOOLS................................................................9
8.1. bckdebug command ................................................................................. 9
8.2. ermahisto command ............................................................................... 10
9. TRACES TO RUN FOR DEBUG ....................................................11

9.1. Traces on the internal modem ................................................................ 11
9.2. ISDN traces on the public access link ...................................................... 11
10. BLOCKING OF THE DEMI-COM ASSOCIATED TO THE EQUIPMENT

OF THE INTERNAL MODEM OF THE GD .....................................12
Ed. 01 / 10-02-2003 1 TG0003

OmniPCX Enterprise
eRMA TROUBLESHOOTING GUIDE No. 3
11. BEFORE CALLING ALCATELS SUPPORT CENTER ........................14
TG0003 2 Ed. 01 / 10-02-2003

OmniPCX Enterprise
1. eRMA
In order to troubleshoot eRMA problems, reading of the eRMA chapter in the technical
documentation available on Alcatel Business Partner Web Site (www.businesspartner.alcatel.com)
and on CDROM with the reference 3BH19918FR and EN System Documentation R5.0 Lx is highly
recommended.
2. HISTORY
Edition 01 : Creation of the Troubleshooting Guide.
3. INTRODUCTION
This document describes the main points that must be checked when an eRMA connection does not
work, i.e.:
Management of the eRMA.
Security data.
Process.
Link between the Call Server and the Gateway Driver (GD).
Maintenance tool to debug.
Traces to debug.
The functionalities of the eRMA are explained in the documentation of the system. They are not
described in this document.
Scope: OmniPCX Enterprise R5.0 Lx.
4. MANAGEMENT OF THE eRMA

Reminder
The external public access must be on the GD where the internal modem of the GD is used.
The remote external modem must be V42 compliant.
The eRMA access is always connected to the MAIN Call Server. In case of switch of call server, the
eRMA link is closed and the user must initiate a new connection.
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OmniPCX Enterprise
4.1. Check if the use of the internal modem of the GD is allowed

Access path : Shelf/Board
Attribute:
e-RMA feature + YES
4.2. Check the DDI number in the eRMA menu

For example, to create the DDI number "3456":
Access path : Applications/eRMA/eRMA application
Attributes:
Directory No. : 3456
Login attempts : 3
Unreachable delay : 15
Delay between two incident calls : 15
4.3. Check the login in the eRMA menu

Enter a login, a password and confirm this password.
Access path : Applications/eRMA/eRMA logins
Attributes:
Login : erma
Password : ******
Confirm : ******
Security Method + None
Call back type + Calling number
Call back number : ----------------
4.4. Check the Directory number of the eRMA in the translator

Check that the directory number of the eRMA is a DDI number.
Access path : Translator/External Numbering Scheme/Default DDI num. Translator
Attributes:
First External Number : 0045
First Internal Number : 3456
Range Size : 2
Unique Internal Number + NO
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OmniPCX Enterprise
4.5. Check the numbers automatically created

A prefix eRMA Call and a Data Number are automatically created.
Access path : Translator/Numbering Plan
Attributes:
Number : 3456
Prefix Meaning + eRMA Call
Access path : DATA/Data Numbering Plan

Attributes:
Number : 3456
Data Number Meaning + Set V24 Call
4.6. Check the connection to the eRMA

After the connection, the eRMA login appears.
eRMA login: erma

eRMA password: ****
Linux Mandrake for eMediate release 7.2 (Odyssey) for i486

Kernel 2.4.1-ll-dhs3 on an i486 / /dev/ttyerma0
xa006501 login: mtcl
Password:
Last login: Fri May 17 16:30:23 on pts/0
Type exit to quit. After exit, the connection is closed.
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OmniPCX Enterprise
5. SECURITY DATA
For security, all incoming calls can be allowed to access to the eRMA or only incoming numbers that
are declared in abbreviated numbers are allowed to access to the eRMA.
Access path : System/Other System Param./ System Parameters/Circuit Data Security
Attributes:
If "Circuit Data Security" is set to false, any incoming number can access to the eRMA.
If "Circuit Data Security" is set to true, only the incoming numbers that are declared in
abbreviated numbers are allowed to access to the eRMA. Else the incoming call is released
with "REQUESTED FACILITY NOT SUBSCRIBED".
Access path : Abbreviated Numbering/Direct Abbrev.Numbers/Direct Abbrev.No Pref
Attributes:
Direct Abbr.No Prefix : 3777 (any number)
Call Number : 0155664216 (external incoming number
allowed to access to the eRMA)
Check as well that the External Callback Translator is managed :

Access path : Translator/External Numbering Scheme/Ext.Callback Translation
(depending on site)
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OmniPCX Enterprise
6. PROCESS
The eRMA uses the following processes:
eRMAd : there are several processes General process of the eRMA
DPRd : only one process Driver for the connection
IncidRMA Process to manage the eRMA incidents
LoginRMA Process to manage the login of eRMA
If a connection is not possible, restart the process eRMAd and DPRd.
To restart the process DPRd:
check the processes DPRd:
(1)CPU_OXE> ps -ef | grep -i dprd

root 17210 1 0 10:13 ? 00:00:00 /DHS3bin/servers/DPRd
mtcl 17309 17051 0 10:25 ttyS0 00:00:00 grep -i dprd
There must be only one process DPRd. If there is more than one process, kill all the processes DPRd :
Log on root and type :
> kill 9 dprd_process_number
type this command for every process DPRd,

restart the process DPRd:
dhs3_init -R RMADRIVER
To restart the process eRMAd:

check the process eRMAd (several processes, do not kill any):
(1)CPU_OXE> ps -ef | grep eRMAd

root 828 504 0 Nov06 ? 00:00:00 /DHS3bin/servers/eRMAd
mtcl 30290 29681 0 12:05 pts/0 00:00:00 grep eRMAd
restart the process eRMAd:
dhs3_init -R RMAD
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OmniPCX Enterprise
7. LINK BETWEEN THE CALL SERVER AND THE GD

The GD creates a socket with a source port "PORT_BASE+130" and a destination port that is defined
by the system (example : 010001 (0x2711)).
PORT_BASE is defined in:
IP/IP Phones Parameters/UDP Port/UDP Port : 32000
When the GD receives a message from the modem, it sends it to the call server to the socket
@IPCS :10001.
The call server sends a message to the modem to the socket @IPGD :32130 .
If there is a firewall between the GD and the CS (Call Server), check that these two ports are
authorized for UDP.
The messages between the CS and the GD can be checked on the CS with the command tcpdump.
The destination port (10001 in this example) can be defined in a file DHS3dat/mao/DPRd.dat
(-rw-r--r-- 1 mtcl tel DPRd.dat).
If this file does not exist, the system chooses the destination port.
If this file exists, it contains UDP ports ranges that will be used for this destination port (one line per
port or one line per range of ports).
Example :
3333 3350
1234
(in this example, port 1234 or one value in the port range [3333 :3350] will be used for the
destination port).
After creating the file DPRd.dat, kill the process DPRd and restart it with the command
dhs3_init R RMADRIVER.
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OmniPCX Enterprise
8. MAINTENANCE TOOLS
8.1. bckdebug command

This command allows to check the status of the internal modem of the GD.
> bckdebug
----------------------------------------------------
CALL SERVER : Config tool for back up signaling link
----------------------------------------------------
Display the signaling link back-up information : 1
Display the information about neqt x : 2
List all used fictitious z : 3
List timers for back-up DL : 4
Modify timers for back-up DL : 5
Check management consistency : 6
Activate back up calls : 7
----------------------------------------------------
Quit this tool : 0
Enter your choice :
Select choice 3 : it allows to display the equipment numbers of the internal modems of the GD.
fictitious z (19, 3, 0) nulog = 4268 neqt = 1768 associated to (3, 0)

Enter your choice :
Select choice 2 : it allows to check the status (modem_state) of the internal modem of the GD.
Enter the neqt : 1768

INFORMATION ABOUT Z_MG NEQT 1768 IN POSITION (19, 3, 0) :
********************************************
associated_cr : 3
associated_cpl : 0
associated_pos : 254
associated_ts : 126
emgd_neqt : -1
modem_state : MODEM_AVAILABLE (1)
ip_mode : 0
modem_use : NoModemUse (0)
********************************************
The values of "modem_state" are:
Status Modem_state values

Modem idle MODEM_AVAILABLE (1)
During a call MODEM_CONNECTION (8)
When the modem is connected MODEM_CONNECTED (2)
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OmniPCX Enterprise
8.2. ermahisto command

This command allows to see the history of the eRMA connection.
Display of the eRMA connection in progress :
ermahisto c
Display of the eRMA connections:
ermahisto
ermahisto 1
ermahisto 2
ermahisto 3
In case of duplication, the history files are not duplicated. Each call server has its files of eRMA
connections.
The history files are in the directory /usr4/RMAhisto/ . The names are historique.txt, historique-1.txt,
historique-2.txt, historique-3.txt.
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OmniPCX Enterprise
9. TRACES TO RUN FOR DEBUG
9.1. Traces on the internal modem

In case of failure, the following traces can be run for R&D:
(1)CPU_OXE> tuner km
mtracer: the end.
(1)CPU_OXE> tuner clear-traces
(1)CPU_OXE> trc I
+--------+-------+--------+--------+---------+---------+----------+------+
| filter | desti | src_id | cr_nbr | cpl_nbr | us_term | term_nbr | type |
+--------+-------+--------+--------+---------+---------+----------+------+
| 0 | | | | | | | |
| 1 | | | | | | | |
| 2 | | | | | | | |
| 3 | | | | | | | |
| 4 | | | | | | | |
| 5 | | | | | | | |
| 6 | | | | | | | |
| 7 | | | | | | | |
+--------+-------+--------+--------+---------+---------+----------+------+
(1)CPU_OXE> tuner appli-trace=on

(1)CPU_OXE> actdbg rma=on z_mg=on
(1)CPU_OXE> mtracer
9.2. ISDN traces on the public access link

Run traces to check the connection of the external incoming call to the system:
For a T1 or T2 link:
(1)CPU_OXE>t3
For a T0 link:
(1)CPU_OXE> tuner +cpu +cpl

(1)CPU_OXE> mtracer a
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OmniPCX Enterprise
10. BLOCKING OF THE DEMI-COM ASSOCIATED TO THE EQUIPMENT

OF THE INTERNAL MODEM OF THE GD
One demi-com is activated on the fictitious Z equipment of the internal modem of the GD although
the eRMA is not used.
Display the active demi-com on the fictitious Z equipment used by the eRMA internal modem with the
command bckdebug:
> bckdebug
------------------------------------------
----------------------------------------------------
---------------------------------------------------
Quit this tool : 0
Enter your choice : 3
Select the choice 3

fictitious z (19, 3, 1) nulog = 4269 neqt = 1714 associated to (4, 0) ==> DEMI
COM IS ACTIVE
------------------------------------------
----------------------------------------------------
---------------------------------------------------
Quit this tool : 0
Enter your choice : 2
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OmniPCX Enterprise
Select the choice 2.
Enter the neqt : 1714
INFORMATION ABOUT Z_MG NEQT 1714 IN POSITION (19, 3, 1) :

********************************************
associated_cr : 4
associated_cpl : 0
associated_pos : 254
associated_ts : 126
emgd_neqt : -1
modem_state : MODEM_CONNECTED (2)
ip_mode : 0
modem_use : RmaUse (1)
********************************************
Perform a reset of the fictitious Z equipment used by the internal modem by using the command
termstat then by selecting the menu 5.
> termstat n <number of fictitious z eqt>
Example
termstat n 1714
[1] : Device features.

[2] : Forward informations.
[3] : Subdevice informations.
[4] : Demi-com informations.
[5] : Reset the device.
Your choice [1-5, q for quit]: 5
Ed. 01 / 10-02-2003 13 TG0003

OmniPCX Enterprise
11. 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.
Additionally, do the following and document the results so that the Alcatel Technical Support can
better assist you:
Have any information that you gathered while troubleshooting the issue to this point available to
provide to the TAC engineer (such as traces).
Note
Dial-in or Telnet access is also desirable to help with effective problem resolution.
TG0003 14 Ed. 01 / 10-02-2003

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TROUBLESHOOTING GUIDE No. TG0003 Ed.

OmniPCX Enterprise Nb of pages : 15 Date : 10-02-2003

4. MANAGEMENT OF THE ERMA .....................................................3

7. LINK BETWEEN THE CALL SERVER AND THE GD ..........................8

9. TRACES TO RUN FOR DEBUG ....................................................11

10. BLOCKING OF THE DEMI-COM ASSOCIATED TO THE EQUIPMENT

Ed. 01 / 10-02-2003 1 TG0003

11. BEFORE CALLING ALCATELS SUPPORT CENTER ........................14

TG0003 2 Ed. 01 / 10-02-2003

4. MANAGEMENT OF THE eRMA

Ed. 01 / 10-02-2003 3 TG0003

4.1. Check if the use of the internal modem of the GD is allowed

4.2. Check the DDI number in the eRMA menu

4.3. Check the login in the eRMA menu

4.4. Check the Directory number of the eRMA in the translator

TG0003 4 Ed. 01 / 10-02-2003

4.5. Check the numbers automatically created

Access path : DATA/Data Numbering Plan

4.6. Check the connection to the eRMA

eRMA login: erma

Linux Mandrake for eMediate release 7.2 (Odyssey) for i486

Type exit to quit. After exit, the connection is closed.

Ed. 01 / 10-02-2003 5 TG0003

Check as well that the External Callback Translator is managed :

TG0003 6 Ed. 01 / 10-02-2003

(1)CPU_OXE> ps -ef | grep -i dprd

> kill 9 dprd_process_number

type this command for every process DPRd,

To restart the process eRMAd:

(1)CPU_OXE> ps -ef | grep eRMAd

restart the process eRMAd:

Ed. 01 / 10-02-2003 7 TG0003

7. LINK BETWEEN THE CALL SERVER AND THE GD

TG0003 8 Ed. 01 / 10-02-2003

8.1. bckdebug command

Enter your choice :

fictitious z (19, 3, 0) nulog = 4268 neqt = 1768 associated to (3, 0)

Enter your choice :

Enter the neqt : 1768

The values of "modem_state" are:

Status Modem_state values

Ed. 01 / 10-02-2003 9 TG0003

8.2. ermahisto command

TG0003 10 Ed. 01 / 10-02-2003

9. TRACES TO RUN FOR DEBUG

9.1. Traces on the internal modem

(1)CPU_OXE> tuner appli-trace=on

9.2. ISDN traces on the public access link

(1)CPU_OXE> tuner +cpu +cpl

Ed. 01 / 10-02-2003 11 TG0003

10. BLOCKING OF THE DEMI-COM ASSOCIATED TO THE EQUIPMENT

Enter your choice : 3

Select the choice 3

fictitious z (19, 3, 0) nulog = 4268 neqt = 1713 associated to (1, 0)

Enter your choice : 2

TG0003 12 Ed. 01 / 10-02-2003

Select the choice 2.

Enter the neqt : 1714

INFORMATION ABOUT Z_MG NEQT 1714 IN POSITION (19, 3, 1) :

> termstat n <number of fictitious z eqt>

[1] : Device features.

Ed. 01 / 10-02-2003 13 TG0003

11. BEFORE CALLING ALCATELS SUPPORT CENTER

TG0003 14 Ed. 01 / 10-02-2003