Hospitality Messaging Server 400 Maintenance

Transcription

1 Hospitality Messaging Server 400 Maintenance Release: 2.0 Document Revision: NN

2 Release: 2.0 Publication: NN Document release date: 17 June 2009 While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice. Nortel, Nortel Networks, the Nortel logo, and the Globemark are trademarks of Nortel Networks. LEGAL NOTICE While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice. Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks. All other trademarks are the property of their respective owners. All other trademarks are the property of their respective owners.

3 . Contents 3 New in this release 5 Other changes 5 Update to Nortel Customer Documentation Standards 5 Backup and Restore chapter removed 5 Document Updates 5 Introduction 7 Diagnostics 9 Accessing the VoiceEngine module 10 Accessing Orion 11 Accessing the PMSI module 12 Customizing the PMSI module 13 Functional tests 14 Testing check in 14 Testing check out 15 Testing a room change 16 Testing guest information updates 17 Testing text message update 19 Testing wake up call 20 Testing connectivity 20 Accessing system logs 21 SNMP traps 21 Dialogic SNMP traps 21 System SNMP traps 22 Windows Event Logs 25 Application Events 25 System Events 30 Service updates 33 Acquiring software updates from the ESPL site 34 Installing software updates 34 Displaying Installed software updates 35 Uninstalling a software update 36

4 4 Common procedures 37 Starting the HMS 400 server 37 Stopping or restarting the HMS

5 . New in this release 5 The following sections detail what is new in Hospitality Messaging Server 400 (NN ) for Release 2.0. Other changes See the following sections for information about feature changes. "Update to Nortel Customer Documentation Standards" (page 5) "Backup and Restore chapter removed" (page 5) "Document Updates" (page 5) Update to Nortel Customer Documentation Standards All content in this book is updated to Nortel Customer Documentation Standards (NCDS) release 2.1. Backup and Restore chapter removed Chapter 3: Backup and Restore in release 4.0 of this book is in Hospitality Messaging Server 400 Administration (NN ). Document Updates This document is up issued to reflect changes made to section Service updates.

6 6 New in this release

7 . Introduction 7 This guide is for administrators, technicians, and engineers who maintain the Hospitality Messaging Server 400 (HMS 400 ) server. This guide describes how to use system tools to identify the cause of system problems and how to install or upgrade software components. For detailed information, see Hospitality Messaging Server 400 Fundamentals (NN ). Navigation "Diagnostics" (page 9) "Service updates" (page 33) "Common procedures " (page 37)

8 8 Introduction

9 . Diagnostics 9 This chapter explains how to access debug pages and lists log files used for diagnostic activities. For detailed information, see Hospitality Messaging Server 400 Fundamentals (NN ). Navigation "Accessing the VoiceEngine module" (page 10) "Accessing Orion" (page 11) "Accessing the PMSI module" (page 12) "Customizing the PMSI module" (page 13) "Functional tests" (page 14) "Accessing system logs" (page 21) "SNMP traps" (page 21) "Windows Event Logs" (page 25)

10 10 Diagnostics Accessing the VoiceEngine module The VoiceEngine module communicates with the Communication Server 1000 and displays all channel activities. Prerequisites Start the HMS 400. Procedure steps Step Action 1 In the HMS 400 application, click the VoiceEngine icon. OR Or in the Windows system tray, click the VoiceEngine icon. --End-- Job aid The following graphic displays the VoiceEngine icon on the HMS 400 main interface and in the Windows system tray.

11 Accessing Orion 11 Accessing Orion Use Orion to view records sent to and received by Orion for all database-related processing. Procedure steps Step Action 1 In the HMS 400 application, click the Orion icon. OR In the Windows system tray, click the Orion icon. --End-- Job aid The following graphic displays the Orion icon on the HMS 400 main interface and in the Windows 2003 system tray.

12 12 Diagnostics Accessing the PMSI module The Property Management System Interface (PMSI) module bridges the Hotel Property Management System interface with the PBX Property Management System (PMS) port. The PMSI module transmits all data from the Hotel PMS to the PBX and updates the HMS 400 database. Procedure steps Step Action 1 In the HMS 400 application, click the PMSI icon. OR In the Windows system tray, click the PMSI icon. --End-- Job aid The following graphic displays the PMSI module icon on the HMS 400 main interface and in the Windows system tray.

13 Customizing the PMSI module 13 Customizing the PMSI module Customize the PMSI module to distinguish data streams by color. Prerequisites Start the PMSI module. See "Accessing the PMSI module" (page 12). Procedure steps Step Action 1 In the PMSI module, select Tools, Customize. 2 On the Customize Colors window, double-click the color box beside the category to configure. 3 On the Color window, select a color, and click OK. 4 Repeat Step 2 to Step 3 for each category to customize. 5 Click Save. 6 Click Close. --End--

14 14 Diagnostics Functional tests This section explains how to test common functions to ensure they work correctly. Test results appear in the PMSI module. The optimal time to perform these tests is if the link between HMS 400 and the Hotel PMS is down or experiencing problems. The processes described here are manual processes. An automated process, described in Hospitality Messaging Server 400 Administration (NN ) is also available. Functional tests navigation "Testing check in" (page 14) "Testing check out" (page 15) "Testing a room change" (page 16) "Testing guest information updates" (page 17) "Testing text message update" (page 19) "Testing wake up call" (page 20) "Testing connectivity" (page 20) Testing check in Manually post a check in to test functionality. The test results appear in the PMSI module. Prerequisites Ensure you have the correct room information. Ensure you have appropriate permission to access manual posting. Procedure steps Step Action 1 Open the Web interface. 2 Select Hotel Operation. 3 In the navigation pane, select Manual Posting, Check In. 4 In the Room No box, type the room number. OR Click the ellipsis ( ) button next to the Room No box, select a room check box, and then click OK. 5 In the First Name box, type the first name of the guest. 6 In the Last Name box, type the last name of the guest.

15 Functional tests 15 7 From the Language list, select the preferred mailbox language. 8 If the room belongs to a group, in the Group Code box, type a group code. Attention: The Group Code box dims if the feature is unavailable (determined by the keycode). 9 In the COS list, click a class of service. 10 Review the information to ensure it is accurate, and then click Post. 11 Check the PMSI module to ensure the posting was successfully sent. --End-- Variable definitions Variable Value First name Enter the first name of the guest; maximum 20 characters (alphanumeric). Attention: When combined with the last name, the maximum is 27 characters. Group Code If activated (by keycode) and if applicable, and then enter the five-digit group code to which the guest belongs. Last Name Enter the last name of the guest; maximum 20 characters (alphanumeric). Attention: When combined with the first name, the maximum is 27 characters. Room No Enter the room number of the guest to be checked in. Testing check out Manually post a check out to test functionality. The test results appear in the PMSI module.

16 16 Diagnostics Prerequisites Manually post a test check-in. Ensure you have the correct room information. Ensure you have appropriate permission to access manual posting. Procedure steps Step Action 1 Open the Web interface. 2 Select Hotel Operation. 3 In the navigation pane, select Manual Posting, Check Out. 4 In the Room No box, type the room number. OR Click the ellipsis ( ) button next to the Room No box, select a room check box, and then click OK. 5 Optionally, in the Guest Name box, type the name of the guest. 6 Review the information to ensure it is accurate, and then click Post. 7 Check the PMSI module to ensure the posting was successfully sent. --End-- Variable definitions Variable Guest Name Room No Value Optional. Type the exact name of the guest for the room to check out. Enter the room number of the guest to check out, or click the ellipsis button to select from a listing. Testing a room change Manually post a room change to test functionality. The test results appear in the PMSI module. Prerequisites Manually post a test check-in. Ensure you have the correct room information.

17 Functional tests 17 Procedure steps Step Action 1 Open the Web interface. 2 Select Hotel Operation. 3 In the navigation pane, select Manual Posting, Room Change. 4 In the Old Room box, type the old room number. OR Click the ellipsis ( ) button next to the Old Room box, select a room check box, and then click OK. The system lists only occupied rooms. 5 In the New Room box, type the new room number. OR Click the ellipsis ( ) button next to the New Room box, select a room check box, and then click OK. The system lists only vacant rooms. 6 Click Post. 7 Check the PMSI module to ensure the posting was successfully sent. --End-- Testing guest information updates Manually post a guest information update to test functionality. The test results appear in the PMSI module. Prerequisites Manually post a test check-in. Ensure you have the correct room information. Procedure steps Step Action 1 Open the Web interface. 2 Select Hotel Operation. 3 In the navigation pane, select Manual Posting, Guest Info Update. The current guest information appears in the table at the bottom of the Guest Information Update window.

18 18 Diagnostics 4 Optionally, in the Room No box, type a room number to search for that room, and then click Display. OR In the Guest Name box, type a full or partial guest name to search for that guest, and then click Display. OR In the Group Code box, type the exact group code to search for all the rooms belonging to that group, and then click Display. 5 Click Change beside the room to change. 6 Make the required changes. Attention: If you do not require a Group Code, type 0 in the Group Code box.group Code information is not sent to the CS If you enter a COS/VIP code, the code is translated to VI ON and is sent to the CS If do not enter a COS/VIP code, a VI OF is sent to the CS If you select the Reset MWL Status check box, no action is taken. If you do select the Reset MWL Status check box, the system sends the appropriate command to either activate or deactivate the MWL of that room based on the current database information. 7 Click Update. A warning box appears, with the message "Packet sent for processing. It might take some time to update the database. Please click Display or Show All button when the page is loaded to obtain most current values." 8 Review the warning, and then click OK. 9 Check the PMSI module to ensure the posting was successfully sent. --End-- Variable definitions Variable Group Code Value If activated (by keycode) and if applicable, and then enter the five-digit group code to which the guest belongs.

19 Functional tests 19 Variable Guest Name Value Enter the name of the guest to update; maximum 30 characters; however, the CS 1000 accepts 27 characters only. Room No Enter the room number of the guest; maximum 10 digits. Testing text message update Manually post a text Message Waiting Lamp (MWL) control to test functionality. The test results appear in the PMSI module. This option sends the MWL ON/OFF command to the switch as well as updates the Text message status (YES/NO) of a specific room in the database. Prerequisites Manually post a test check-in. Ensure you have the correct room information. Procedure steps Step Action 1 Open the Web interface. 2 Select Hotel Operation. 3 In the navigation pane, select Manual Posting, Text MWL Control. 4 On the Text Message Waiting Lamp window, click the Change link next to the room to change. 5 From the Text MWL Status list, select Yes. OR From the Text MWL Status list, select No. 6 Click Update. 7 If the window does not display the new Text MWL Status, in the navigation pane, select Manual Posting, Text MWL Control again. --End--

20 20 Diagnostics Variable definitions Variable No Yes Value Turn off the Message Waiting Lamp. Turn on the Message Waiting Lamp. Testing wake up call Configure a single Auto Wake-Up (AWU) time to test functionality. The test results appear in the PMSI module. Prerequisites Manually post a test check-in. Procedure steps Step Action 1 Open the Web interface. 2 Select Hotel Operation. 3 In the navigation pane, select AWU, Set Single AWU Time. 4 In the Set Single AWU Time window, click the ellipsis ( ) button next to the Room No box. 5 In the Room No List dialog box, click the room number for which to configure a single AWU time. 6 Click Select. 7 Click the calendar icon next to the Date box. 8 Using the arrows, navigate to the correct month on the calendar. 9 Click the date on which to configure a single AWU time. Attention: With the calendar icon, you can configure a wake up call for any day from the current day. 10 In the AWU Time lists, click the list items that represent the correct wake-up call time. 11 Click Submit. --End-- Testing connectivity Use the PMS Link and PBX Link to verify whether the connection to the Hotel PMS or PBX is running. The test results appear in the PMSI module.

21 SNMP traps 21 Prerequisites Access the PMSI module. For more information, see "Accessing the PMSI module" (page 12). Procedure steps Step Action 1 From the Connectivity Test menu, select either PMS Link or PBX Link, depending on which you want to test. 2 In the Connectivity Test window, click Connect. The test results appear in the Link Test box. 3 Check the PMSI module to ensure the posting was successfully sent. --End-- Accessing system logs You can view the log files for all trace screens and modules. Log files are created automatically every day for troubleshooting. Procedure steps Step Action 1 Using Windows Explorer, locate the directory C:\HMS400V2\L og. The logs are organized by module name. 2 Double-click the module for which to view the logs. 3 Double-click the log to view. --End-- SNMP traps Several traps are thrown as part of the HMS 400 operations. Dialogic SNMP traps Dialogic throws traps with its own set of OIDs. The Dialogic SNMP traps require the following components, which are prepared during installation: Windows Service Dialogic Driver Software

22 22 Diagnostics Compiled Dialogic Proprietary Hardware Information MIB Community String and Access-rights set in Services Window System SNMP traps HMS 400 throws SNMP traps to the SNMP Manager Device identified on the Web Configuration page of the HMS 400. HMS SNMP Traps 1. SUCCESS HMS400 Started HMS400 Closed HMS400 activated PMSI after detecting it was down HMS400 activated Orion after detecting it was down HMS400 activated VoiceEngine after detecting it was down 2. WARNING Hard disk space has 10% or below remaining HMS400 has detected that VoiceEngine is down. If an activation message trap is not received, please check VoiceEngine s status manually HMS400 has detected that Orion is down. If an activation message trap is not received, please check Orion s status manually 3. ERROR HMS400 failed to connect to main server HMS400 encountered an error while trying to start PMSI during application start-up HMS400 encountered an error while trying to start Orion during application start-up HMS400 encountered an error while trying to start VoiceEngine during application start-up VoiceEngine Traps The Voice Engine screen shows the status of all lines and is dependent on the information that the Dialogic Driver software gives it. Critical errors concerning line failures are handled by the Dialogic Service. The Dialogic Service throws the corresponding trap for the failure encountered.

23 SNMP traps 23 VoiceEngine also utilizes VoiceFunction DLL that controls the playing of sound files. Hence, HMS v2.0 is able to throw error traps when functions related to playing sound files encounter errors. The following are some examples: VoiceEngine failed to open Dialogic device Failed to play the sound file: SOUNDFILENAME Source Module Name name of the module that produced the error is another varbind included in this trap. Function Name name of the function that produced the error, is included as another varbind in this trap PMSI Traps Attention: Different triggers produce different messages. 1. SUCCESSFUL CONNECTION HMS400 PMSI connected to PBX via TCP/IP connection HMS400 PMSI connected to PMS via TCP/IP connection 2. FAILED/ERROR IN CONNECTION PMSI cannot connect to the PBX Server. Please check the status of the PBX Server. PMSI cannot connect to the PMS Server. Please check the status of the PMS Server. HMS400v2 PMSI experiences socket error for PBX TCP/IP connection. Please check your PBX connection. HMS400v2 PMSI experiences socket error for PMS TCP/IP connection. Please check your PMS connection. Fail to login. Please reset the switch if needed. HMS400v2 PMSI PMS TCP Port Error. Please check your PMS connection. Error Msg = Trying to connect to IP Address: (IPaddress) HMS400v2 PMSI PBX (TCP/IP) Port Error. Please check your PBX connection. Error Msg = IP Not Found HMS400v2 PMSI PMS Serial Port Error. Please check your PMS setting. Error Msg = PMS port (port no) is being used by another application of program. Please shut down and reconfigure to other port!

24 24 Diagnostics HMS400v2 PMSI PMS Serial Port Error. Please check your PMS setting. Error Msg = Failed to Open PMS port HMS400v2 PMSI PMS Serial Port Error. Please check your PMS setting. Error Msg = PMS Port not found. Please make sure the port exists. HMS400v2 PMSI PBX Serial Port Error. Please check your PBX setting. Error Msg = PBX port (port no) is being used by another application of program. Please shut down and reconfigure to other port! HMS400v2 PMSI PBX Serial Port Error. Please check your PBX setting. Error Msg = Failed to Open PBX port HMS400v2 PMSI PBX Serial Port Error. Please check your PBX setting. Error Msg = PBX Port not found. Please make sure the port exists HMS400v2 PMSI Serial Port Error. Please check your PBX connection. Error Msg i. Framing Error ii. Overrun Error iii. Receive Buffer Overflow iv. Parity Error v. Transmit Buffer Full vi. Unknown COM Error HMS400v2 PMSI Serial Port Error. Please check your PMS connection. Error Msg = (same as above 6 items) HMS400v2 PMSI PBX Serial Port Error. Please check your PBX setting. Error Msg = (other system error) Backup and Restore Traps 1. SUCCESS HMS400 Manual Backup Process Started HMS400 Auto backup Process Started HMS400 Manual Backup Process Finished Successfully HMS400 AutoBackup Process Finished Successfully HMS400 Restoration Process Started HMS400 Restoration Process Finished Successfully 2. ERRORS HMS400 Manual Backup Failed. An error occurred in creating the.zip file

25 Windows Event Logs 25 HMS400 Restoration Process Failed. HMS400 Restore cannot find the backup file BACKUPFILENAME.ZIP HMS400 Restoration Process Failed. Restoration cancelled due to a copy file error. Files successfully copied cannot be reverted to their original copies HMS400 Restoration Process Failed. An error occurred while extracting files from the backup file. The file may be corrupted or unreadable HMS400 Backup Restore Module cannot find the MySQL files HMS400 AutoBackup Module cannot find the MySQL files HMS400 AutoBackup Failed. AutoBackup:Writing to zip file error! The autobackup process will not continue HMS400 AutoBackup encountered an error during database backup. The autobackup process proceeded with the rest of the files Windows Event Logs Application Events 1. When HMS400 is launched VoiceEngine module is started 2. When HMS400 is launched Orion module is started

26 26 Diagnostics 3. When HMS400 is launched PMSI module is started 4. When HMS400 Backup (Manual or Scheduled) process is started 5. When HMS400 Restore module is started

27 Windows Event Logs When HMS400 is stopped VoiceEngine module is closed 7. When HMS400 is stopped Orion module is closed 8. When HMS400 Backup process is completed 9. When HMS400 Restore process is completed

28 28 Diagnostics 10. When HMS400 Backup process encounters errors

29 Windows Event Logs When HMS400 Restore process encounters errors

30 30 Diagnostics System Events 1. When VoiceEngine is started/closed 2. When Orion is started/closed

31 Windows Event Logs When PMSI is started/closed

32 32 Diagnostics

33 . Service updates 33 This chapter describes how to obtain and install patches and enhancement packages to the HMS 400. For detailed information, see Hospitality Messaging Server 400 Fundamentals (NN ). Navigation "Acquiring software updates from the ESPL site" (page 34) "Installing software updates " (page 34) "Displaying Installed software updates" (page 35) "Uninstalling a software update" (page 36)

34 34 Service updates Acquiring software updates from the ESPL site Obtain HMS 400 software updates from the Enterprise Solutions PEP Library (ESPL) Web site. Procedure steps Step Action 1 Open the Nortel Networks Enterprise Solutions PEP Library (ESPL) Web site at 2 Navigate to the Multimedia PEP Tool section to find software updates. Attention: The Enterprise Solutions PEP Library is a secure Web site and requires a user name and a password to log on. You can register online for a user ID and password at It can take up to 72 hours to process your account request. 3 Search for HMS 400 Release 2.0 software updates. --End-- Installing software updates Install a software update from the ESPL site. Procedure steps Step Action 1 Shut down the HMS 400 application, including the PMSI module. For information about shutting down the HMS 400, see Hospitality Messaging Server 400 Installation and Commissioning (NN ). Attention: Do not shut down the server. Shut down the HMS 400 software only. 2 Browse to the web site location to find the software update.

35 Displaying Installed software updates 35 3 Open and review the readme files for specific installation instructions. 4 Double-click the executable file. 5 Click OK. The installation wizard appears. 6 Follow the installation instructions in the installation wizard. Attention: If the wizard detects a previous software update, the installation stops and you receive a prompt to uninstall the old version before you continue. For steps to remove previous software updates, see "Uninstalling a software update" (page 36). 7 Restart the HMS 400 software if directed by installation instructions. --End-- Displaying Installed software updates Use the HMS 400 Patch Utility module to view the history of all software update installations and uninstallations and all currently installed language files. The Patch History folder is automatically created the first time you install the update and is not removed even if you uninstall the update.. Procedure steps Step Action 1 Choose Start, Programs, Nortel HMS, Patch Utility. The HMS 400 Patch Utility appears showing the list of installed and uninstalled updates.

36 36 Service updates 2 In the HMS 400 Patch Utility window, double-click a software update to view the details: file names new version and /file creation date remarks --End-- Uninstalling a software update Nortel recommends that you uninstall updates only if they work incorrectly. Procedure steps Step Action 1 Shut down the HMS 400, including the PMSI module. For information about shutting down the HMS 400, see Hospitality Messaging Server 400 Installation and Commissioning (NN ). Attention: Do not shut down the server. Shut down only the HMS 400 software. 2 Right-click the VoiceEngine icon in Windows system tray. 3 When you receive the prompt to shut down the VoiceEngine, click Yes. 4 Right-click the PMSI icon in Windows system tray. 5 When you receive the prompt to confirm the shut down of PMSI, click Yes. 6 From the Windows Start menu, choose Start, Settings, Control Panel, Add/Remove Programs. 7 Select the software update to uninstall, and click Change/Remove. 8 At the prompt, click Yes. 9 Follow the instructions to uninstall the update. --End--

37 . Common procedures 37 This chapter describes common procedures that you use to maintain the HMS 400. Navigation "Starting the HMS 400 server" (page 37) "Stopping or restarting the HMS 400" (page 38) Starting the HMS 400 server Start the HMS 400 server. Attention: The HMS 400 cannot answer calls until the VoiceEngine shows that channels are ready. When Channels appear in the VoiceEngine window, the HMS 400 is ready to accept calls. Prerequisites For more information, see Nortel Hospitality Messaging Server 400 Fundamentals (NN ). Procedure steps Step Action 1 Ensure the server is properly connected to a power source. 2 Push the power button on the front panel of the server. Windows 2003 Server automatically loads. 3 After Windows 2003 Server starts, the HMS 400 application automatically loads.

38 38 Common procedures 4 Wait approximately 5 minutes for HMS 400 to become fully operational. The Dialogic Services must start before the Voice Engine starts. --End-- Stopping or restarting the HMS 400 You can stop or restart the HMS 400 application. Procedure steps Step Action 1 On the HMS 400 application main screen, click Stop. 2 On the Exit HMS 400 V2 window, type the password Click Exit. 4 To restart the HMS 400, wait for the Voice Engine to completely shut down before attempting to restart HMS 400. If you do not wait for the Voice Engine to shut down, certain modules cannot start successfully. Wait for approximately 10 seconds and then check that the icon is no longer on the System Tray before continuing. 5 On the system tray, right-click the PMSI icon and select Exit. 6 On the Exit HMS 400 v2 window, type the password Click Exit. 8 If the Operator Console application is active, select File, Exit on the ExtLink Interface. 9 In the Exit Password window, type 000 and click OK. 10 On your desktop, double-click the HMS400v2 icon to restart. --End--

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40 Release: 2.0 Publication: NN Document revision: Document release date: 17 June 2009 LEGAL NOTICE While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice. Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks. All other trademarks are the property of their respective owners. All other trademarks are the property of their respective owners. To provide feedback or to report a problem in this document, go to