Troubleshooting the DPA 7630/7610

Symptom	Solution	For More Information
Voice mail hunt groups containing more than 13 extensions can cause voice mail access to fail with an error tone.	By default, the Cisco CallManager supports a maximum of 12 forwarding hops, leading to a maximum of 13 extensions in any one hunt group. To avoid this error, do one of the following: Set the hop count system parameter to more than 12. Divide the DPA 7630/7610 into several hunt groups (possibly all in the same forwarding chain) to improve load balance.	Refer to the "Setting the Hop Count" section.
The Message Waiting Indicator (MWI) feature does not travel across an inter-cluster trunk.	MWI commands are not propagated across inter-cluster links. Therefore, the DPA 7630/7610 can set MWIs only for those extensions located on the same Cisco CallManager cluster as the DPA 7630/7610 itself.	Refer to the "Configuring Cisco CallManager" section.
Ports do not come up.	Verify the wiring and connections to the PBX and Octel systems. Also, verify that you have properly set the integration mode on the DPA 7630/7610.	Refer to the "Connecting to the Telco Connectors" section and to the "Setting the Integration Mode on DPA 7630" section and the "Setting the Integration Mode on DPA 7610" section.
MWIs do not turn off.	On the DPA 7630, verify that the dialing sequences match the Definity and Octel systems.	Refer to "Entering Dialing Sequences for MWI Activation on DPA 7630" section.
	Clear the MWIs from the DPA 7630/7610: 1. From the main menu, select Configure. 2. On the DPA 7630, select Octel/Definity integration > Clear Definity MWIs. 3. On the DPA 7610, select Octel/Meridian 1 integration > Clear M1 MWIs. 4. Enter the directory numbers or range of directory numbers to clear, using this format: 4419, 4420, 4440-4450.	Refer to the "Clearing Definity MWIs on DPA 7630" section and the "Clearing Meridian 1 MWIs on DPA 7610" section for details.
	Check the event log to verify that MWI messages are being sent.	Refer to the "Selecting Logging Levels and Logged Ports" section. For the logging level, select Octel/CM, and enter the affected port numbers.
	This might occur immediately following an installation of a hybrid system if some Octel ports had their outgoing call (or MWI setting ability) removed. On the Definity PBX, enter `clear amw all` xxxx`,` where xxxx is the extension number.	Refer to the documentation included with your PBX system.

Interpreting LED Status

The DPA 7630/7610 includes several LED status indicators on the front panel (see Figure 5-1). Table 5-2 includes descriptions of these LEDs.

Table 5-2: LED Status Explanation

LED	On	Flashing	Off
Power	Power connected and operating normally	N/A	Power not connected
Status	Operating normally	Potential hardware error detected. Check the event log for details.	Not operating normally
TX	N/A	Packet transmitted.	Nothing transmitted
RX	N/A	Packet received.	Nothing received
100 MBPS	Connected at 100 Mbps	N/A	Connected at 10 Mbps or not connected
Ethernet Link	Ethernet link connected	N/A	Not connected
Console Link	Console link connected	N/A	Console link not connected
24 Ports	Connected but not on-call	On call	Not connected

Figure 5-1: Cisco DPA 7630/7610 Front View

Displaying Status and Configuration Settings

Use these sections to obtain information about the current status and settings of the DPA 7630/7610 and its connections:

Displaying System Status

The system status provides an overview of the current network settings on the DPA 7630/7610. Use this procedure to quickly check your network settings and connectivity information.

To display system status, perform these steps:

Step 1 From the main screen, select Display.

Step 2 Select System status.

The system status displays:

Up time
Serial number
Ethernet MAC address
IP address
Subnet mask
Default router
DNS server
Domain
NTP Server
Time offset
Ethernet speed

Displaying Network Statistics

Use the network statistics to observe the network traffic and packet errors through the IP connection on the DPA 7630/7610.

To display network statistics, perform these steps:

Step 1 From the main screen, select Display.

Step 2 Select Network statistics.

These statistics display:

Octets
Unicast packets
Nonunicast packets
Discarded packets

Tips Press the Tab key to reset the network statistics while viewing.

Displaying Port Status

The port status provides detailed information about each port on the DPA 7630/7610. This is useful when determining the current state and activity on a particular port.

To display port status, perform these steps:

Step 1 From the main screen, select Display.

Step 2 Select Port status.

Step 3 Use the information in Table 5-3 and Table 5-4 to interpret the port status.

Table 5-3: Types of Ports

Type	Description
Call	This port is used for general call processing.
Oct MWI	This port is used to receive MWI commands from the Octel system.
PBX MWI	This port is used to set MWI commands on the Definity or Meridian 1 PBX systems.
Virtual	This "port" is an IP phone used for setting MWI commands on Cisco CallManager.
Down	The link to the Octel or PBX port is not connected. Unused ports display as "down."

Table 5-4: Port Status

Status	Description	Used By Port Type	DPA 7630/7610
Octel registering	This indicates an intermediate state when the DPA 7630/7610 is starting up a port's connection to the Octel system.	Call Oct MWI	DPA 7630/7610
Octel link down	The port previously had a connection to the Octel system, but the connection is down.	Call Oct MWI	DPA 7630/7610
CM link registering	This indicates an intermediate state when the DPA 7630/7610 is registering an IP phone with Cisco CallManager.	Call Oct MWI Virtual	DPA 7630/7610
CM link down	This indicates an intermediate state when the DPA 7630/7610 has successfully started the port connected to the Octel system but cannot establish a connection to Cisco CallManager.	Call Oct MWI Virtual	DPA 7630/7610
DN=xxxx <substate>	This is the normal status for the ports. The Octel port has started, and the IP phone associated with the port has registered and has a directory number assigned to it, where DN=xxxx indicates the directory number, and <substate> indicates current port activity: On hook. Off hook. Call in—Octel emulated phone is ringing. Call out—Octel has made an outgoing call. xxxx—Octel has dialed out. On call—Octel port is on a call. Transfer—Octel system is transferring the caller. Outcall—Octel is dialling out a number. Hanging up—The DPA 7630/7610 is waiting for the Octel system to hang up.	Call Oct MWI	DPA 7630/7610
DN=xxxx, Q=yyyy	IP phone is up with assigned directory number, and there are MWI messages queued for Cisco CallManager.	Virtual	DPA 7630/7610
Down	The PBX port is down, or the port has no physical link to the PBX.	PBX MWI	DPA 7630/7610
Registering	The PBX port is starting up.	PBX MWI	DPA 7630/7610
Q=xxxx	The PBX port is up, and there are MWI messages queued.	PBX MWI	DPA 7630
O=xxxx	DPA is dialing out the MWI command xxx to the PBX.	PBX MWI	DPA 7630/7610
Disabled	The port is connected, but is either disabled or misconfigured.	PBX MWI	DPA 7610
Idle	The port is available to set MWIs, but is currently inactive.	PBX MWI	DPA 7610
O=<number>	The port is setting an MWI on the given extension.	PBX MWI	DPA 7630/7610
Busy	The port is busy preparing to set an MWI.	PBX MWI	DPA 7610

Displaying Cisco CallManager Status

You can obtain detailed information about the connection from the DPA 7630/7610 to the Cisco CallManager system.

To display Cisco CallManager status, perform these steps:

Step 1 From the main screen, select Display.

Step 2 Select Port status.

Step 3 Select a port and press Enter.

Step 4 Refer to Table 5-5 for a description of the fields.

Table 5-5: Cisco CallManager Port Status

Type	Description
Codec in use	Indicates which codec used: G.729A, G.711 mu-law, or G.711 a-law.
CallManager connection	Indicates whether the connection to Cisco CallManager is up.
CallManager device name	Indicates the name assigned to the port in the Cisco CallManager database.
CallManager name	Indicates the name of Cisco CallManager.
IP address	Indicates the IP address of Cisco CallManager.
State	Indicates the current status of the connection to Cisco CallManager: Idle—No connection is in progress. Connecting—The port is attempting to register with this Cisco CallManager system. Retry back-off—A connection attempt failed, and the DPA 7630/7610 is waiting before retrying. Connect pending—The connection to this Cisco CallManager system was lost, and the port is attempting to re-establish the connection. Active—The connection is established, and this is the primary Cisco CallManager system. Standby—The connection to a standby Cisco CallManager system is established.

Displaying Octel Integration Status

To obtain detailed information about the Octel integration, perform these steps:

Step 1 From the main screen, select Display.

Step 2 Select Octel integration status.

Step 3 The system displays the following information:

Received calls
Ports in use (call processing
Ports in use (MWI received)
Ports in use (MWI set)
Outgoing calls made
MWI commands received
Queued MWI commands
Executed MWI commands
MWI errors

Tips In hybrid mode, the MWI status options display as separate settings for the Cisco CallManager and Definity or Meridian 1 systems.

Tips Press the Tab key to reset the network statistics while viewing.

Displaying Current Configuration

You can quickly display all the settings you have configured on the DPA 7630/7610.

To display the configured settings, perform these steps:

Step 1 From the main screen, select Diagnostics.

Step 2 Select Show configuration.

The event log enables you to capture errors, warnings, and other informational messages from the DPA 7630/7610. Typically, you use these options only when troubleshooting a complex issue, perhaps while working with a Cisco technical representative.

However, using the default settings and these options, you can resolve many errors on your own:

Identifying a Syslog Server

You can identify a syslog server to automatically capture and receive event logs for remote network management by performing these steps:

Step 1 From the main screen, select Diagnostics.

Step 2 Select Event log.

Step 3 Select Syslog server.

Step 4 Enter the IP address or host name of the network management system you want to designate as the syslog server.

Selecting Logging Levels and Logged Ports

You can set the DPA 7630/7610 to log progressively more detail (information, errors, or warnings), or you can restrict logging to specific ports.

Usually, configure these options when working with a Cisco technical representative because the nature of the problem determines the amount of information required to resolve it.

To set logging levels or select ports, perform these steps:

Step 1 From the main screen, select Diagnostics.

Step 2 Select Event log.

Step 3 Select Set logging levels or Set logged ports.

Step 4 Work with a Cisco technical representative to determine the best options to select and enter.

Displaying Recent Messages

You can obtain a list of recent messages from the DPA 7630/7610 to help you resolve some configuration issues.

To display recent messages, perform these steps:

Step 1 From the main screen, select Diagnostics.

Step 2 Select Event log.

Step 3 Select View recent to display recent messages.

Step 4 See "Resolving Error and Warning Messages" section for information on resolving these errors.

Tips You can also select View all to display all errors, or View new to display new errors only.

Resolving Error and Warning Messages

The even log displays errors and warning messages on the DPA 7630/7610. Other messages also appear on screen. Use the following sections to interpret and resolve these errors:

Resolving Hardware Errors

Table 5-6 describes errors and warnings that might appear on the DPA 7630/7610 either on-screen or in the event log, which are caused by a hardware fault. Use this information to resolve these errors.

Table 5-6: Hardware Errors and Warnings Explanation

Error	Explanation	Action
`Fan fault detected`	The fan is not working correctly.	Turn off the DPA 7630/7610 and contact a Cisco technical representative for assistance.
`Fault detected in power supply`	The power supply is not working correctly.	Immediately turn off the DPA 7630/7610 and unplug it. Contact a Cisco technical representative for assistance.

Resolving Network and System Errors

Table 5-7 describes errors and warnings that might appear on the DPA 7630/7610 either on-screen or in the event log, which are caused by a misconfiguration or miscommunication with the network or system settings. Use this information to resolve these errors.

Table 5-7: Network and System Errors and Warnings Explanation

Error	Explanation	Action
`IP address refused`	The DHCP server rejected the DPA 7630/7610's request for an IP address.	Check configuration of DHCP server. If errors persist, assign a static IP address. Refer to "Configuring Network Settings" section for details on assigning a static IP address.
`IP address cannot be allocated`	No DHCP server responded to the request.	Check configuration of DHCP server. If errors persist, assign a static IP address. Refer to "Configuring Network Settings" section for details on assigning a static IP address.
`Server address not configured`	DHCP is not being used so you must assign a static IP address.	Refer to "Configuring Network Settings" section for details on assigning a static IP address.
`Static IP address conflict with device <address>`	The DPA 7630/7610 has a static IP address that is already assigned to another device on the network.	Assign a different static IP address for either the DPA or the conflicting device. Refer to "Configuring Network Settings" section for details on assigning a static IP address.
`IP address conflict with device <address>`	The DHCP server allocated an IP address to the DPA 7630/7610 that is already in use by another device on the network.	1. Check your DHCP server configuration to ensure that addresses allocated are not reserved for static IP use. 2. Check your network for misconfigured devices.
`Network interface will be shut down`	A previous error caused the network interface to be shut down.	Check the event log for earlier errors.
`Server address not configured`	A DNS query has been attempted, but no DNS server has been configured.	1. If the DPA 7630/7610 has a static IP address, verify the DNS server has been configured. Refer to "Setting the DNS Server" section for details. 2. If you are using DHCP, the DHCP server has not provided a DNS server. Check the DHCP server configuration.
`No TFTP server address`	The TFTP server has not been set.	1. If using DHCP to obtain TFTP server, check your DHCP server configuration. 2. If you want to use a fixed TFTP server, you must configure it on the DPA 7630/7610. Refer to "Assigning TFTP Server" section to assign a TFTP server for details.
`Ethernet failed to start`	The Ethernet cable is not properly connected to the DPA 7630/7610 or to the hub or switch.	Check the Ethernet cable and reconnect it to the DPA 7630/7610 and the hub or switch. If error persists, replace cable.
`Incorrect password entered`	A user attempted to use a telnet, console, or FTP connection to the DPA 7630/7610 but entered an incorrect password.	Check the passwords and verify that you are using the correct one. Change the password if you suspect an unauthorized login attempt. Refer to the "Configuring Passwords" section for details.
`Attempt to use Get with invalid community name "<name>"`	The DPA 7630/7610 received an SNMP request with an invalid read-only community name (password).	Check the community string setting on the DPA 7630/7610 and ensure that your network management system has the correct password. Refer to the "Configuring SNMP Settings" section for details.
`Attempt to use Set with invalid community name "<name>"`	The DPA 7630/7610 received an SNMP request with an invalid read-write community name (password).	Check the community string setting on the DPA 7630/7610 and ensure that your network management system has the correct password. Refer to the "Configuring SNMP Settings" section for details.
`Received invalid packet`	The SNMP server received an invalid SNMP request.	Verify that your network management is set up properly.

Resolving Cisco CallManager Errors

Table 5-8 describes errors and warnings that might appear on the DPA 7630/7610 either on-screen or in the event log, which are caused by a misconfiguration or miscommunication with the Cisco CallManager system. Use this information to resolve these errors.

Table 5-8: Cisco CallManager Errors and Warnings Explanation

Error	Explanation	Action
`CM MWI ON DN not set`	You have not configured the options for enabling MWI on the Cisco CallManager system.	1. From the DPA 7630/7610 main menu, select Configure. 2. Select CallManager. 3. Select CallManager MWI ON directory number. 4. Enter the appropriate values obtained from the Cisco CallManager system.
`CM MWI OFF DN not set`	You have not configured the options for disabling MWI on the Cisco CallManager system.	1. From the DPA 7630/7610 main menu, select Configure. 2. Select CallManager. 3. Select CallManager MWI OFF directory number. 4. Enter the appropriate values obtained from the Cisco CallManager system.
`CM MWI queue full`	The MWI queue for the virtual port is full. You might have too many MWI lines assigned to the DPA 7630/7610.	Consider using multiple DPA 7630/7610 systems to off-load the MWI activity. Refer to "Using the Multiple Integration" section for additional instructions.
`Failed to set CallManager MWI`	The MWI on the Cisco CallManager system was not set.	1. Verify that Cisco CallManager is up-and-running properly. 2. Verify the Ethernet network connection between the DPA 7630/7610 and Cisco CallManager.
`<num> Queued messages for down virtual port`	The virtual port is down, and there are queued MWIs. This message repeats hourly until the port is up.	1. Verify that Cisco CallManager is up-and-running properly. 2. Verify the Ethernet network connection between the DPA 7630/7610 and Cisco CallManager.
`CM register reject`	The port attempted to register with Cisco CallManager but was rejected.	Verify that Cisco CallManager and the settings for this port in Cisco CallManager are properly configured. Refer to "Configuring Cisco CallManager" section for details and online help included with Cisco CallManager for additional assistance.

Resolving Generic MWI Errors

Table 5-9 describes errors and warnings that might appear on the DPA 7630/7610 either on-screen or in the event log, which are caused by a misconfiguration or miscommunication with setting and receiving MWI signals on the Definity or Meridian 1 PBX systems. Use this information to resolve these errors.

Table 5-9: Generic MWI Errors and Warnings Explanation

Error Explanation Action

Error	Explanation	Action
`MWI queue full`	The PBX MWI queue for this port is full.	Verify the connection to the PBX system, and verify that the PBX is up and running properly.
`Failed to set MWI: PBX port went down`	A PBX port went down while setting an MWI.	Verify the connection to the PBX system, and verify that the PBX is up and running properly.
`MWI set from call port`	An MWI has been set from a port that is a call-only port (ports 1-8). In hybrid mode, you cannot use ports 1-8 for setting MWI.	Move the MWI line from a call port (1-8) to an MWI port (9-16).

MWI queue full

The PBX MWI queue for this port is full.

Verify the connection to the PBX system, and verify that the PBX is up and running properly.

Failed to set MWI: PBX port went down

A PBX port went down while setting an MWI.

Verify the connection to the PBX system, and verify that the PBX is up and running properly.

MWI set from call port

An MWI has been set from a port that is a call-only port (ports 1-8).

In hybrid mode, you cannot use ports 1-8 for setting MWI.

Move the MWI line from a call port (1-8) to an MWI port (9-16).

Resolving Definity Errors

Table 5-10 describes errors and warnings that might appear on only the DPA 7630 either on-screen or in the event log, which are caused by misconfiguration or miscommunication with the Definity PBX system. Use this information to resolve these errors.

Table 5-10: Definity Errors and Warnings Explanation

Error	Explanation	Action
`Failed to set MWI: No dialtone`	When attempting to set the MWI on the PBX system, no dialtone was detected.	Verify that the Definity PBX system is up-and-running properly.
`<num> Queued messages for down PBX port`	There are <num> queued messages for a PBX port, which is down. This message repeats hourly until the port comes back up.	Verify the connection to the PBX system, and verify that the PBX is up and running properly.
`Octel/Definity integration mode not set`	You have not configured the integration mode.	1. From the DPA 7630 main menu, select Configure. 2. Select Octel/Definity integration. 3. Select Mode. 4. Select the appropriate configuration type: Simple—Cisco CallManager and Octel integration Hybrid—Cisco CallManager, Octel, and Definity integration
`Definity MWI ON dial string not set`	You have not configured the dialing sequence options for setting MWI on the Definity/Octel systems.	1. From the DPA 7630 main menu, select Configure. 2. Select Octel/Definity integration configuration. 3. Select Definity MWI ON pre-extension dial string. 4. Enter the appropriate values obtained from the Octel and Definity systems.
`<port> Definity MWI controller <port> not up`	A request to set or clear a Definity MWI light was received from the Octel system, but the corresponding port connected to the PBX is not responding.	Verify that the cabling between the DPA 7630 and the Definity and Octel systems is set up properly. Refer to the "Connecting to the Telco Connectors" section for instructions on configuring these connections.
`Definity MWI OFF dial string not set`	You have not configured the dialing sequence options for turning off MWI on the Definity/Octel systems.	1. From the DPA 7630 main menu, select Configure. 2. Select Octel/Definity integration configuration. 3. Select Definity MWI OFF pre-extension dial string. 4. Enter the appropriate values obtained from the Octel and Definity systems.

Resolving Meridian 1 Errors

Table 5-11 describes errors and warnings that might appear on only the DPA 7610 either on-screen or in the event log, which are caused by misconfiguration or miscommunication with the Meridian 1 PBX system. Use this information to resolve these errors.

Table 5-11: Meridian 1 Errors and Warnings Explanation

Error	Explanation	Action
`Octel/Meridian 1 integration mode not set`	You have not configured the integration mode.	1. From the DPA 7610 main menu, select Configure. 2. Select Octel/Meridian 1 integration. 3. Select Mode. 4. Select the appropriate configuration type: Simple—Cisco CallManager and Octel integration Hybrid—Cisco CallManager, Octel, and Definity integration
`Failed to set MWI: MWI key lamps did not come on`	The PBX did not set the MWI lamps properly.	Verify the connection to the PBX system, and verify that the PBX port is configured properly and enabled.
`Failed to set MWI: MWI key lamps did not go off`	The PBX did not set the MWI lamps properly.	Verify the connection to the PBX system, and verify that the PBX port is configured properly.
`Octel incoming call mode not set.`	You have not configured the incoming call mode.	1. From the DPA 7610 main menu, select Configure. 2. Select Octel incoming call mode. 3. Select the appropriate incoming call mode: ACD Hunt
`PBX port is down or disabled.`	The PBX port is down or has been disabled.	Verify the connection to the PBX system, and verify that the PBX port is configured properly and enabled.
`Failed to set MWI: PBX port is down or disabled.`	The PBX port is down or has been disabled while setting an MWI. The MWI queue is full so the MWI request cannot be put back on the queue for another PBX port to try later.	Verify the connection to the PBX system, and verify that the PBX port is configured properly and enabled.

Table of Contents

Troubleshooting the DPA 7630/7610