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Cisco Unified Intelligent Contact Management Enterprise

Troubleshoot a Sprint NIC Off-line Issue with ICM

Document ID: 23342

Updated: Sep 20, 2005

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Introduction

This document guides you through the steps necessary to determine the root cause of messages in the Cisco Intelligent Contact Management (ICM) Sprint Network Interface Controller (NIC) process indicating that one or more SPRCOMM links are CLOSED (off-line).

When ICM loses signaling from the Sprint network, the Sprint NIC process on the ICM CallRouter and Event Viewer on an Administration Workstation (AW) display messages similar to this:

06:37:41 SPRCOMM Link 2 to SCP IRVINE 91/1:11:3 CLOSED. 
 06:38:44 X25Receiver - Unexpected error on link 2 PVC 4(Error 0 hex=0). Re-Establish 
 06:38:45 PVCEntry - reset_channel failed on link 2 PVC 4 
 06:38:45 PVCEntry - reset_channel failed on link 2 PVC 1 
 06:38:45 X25 link (2) PVC (1) reset failed. Detaching.

In virtually all cases, this is caused by conditions that are occurring outside of Cisco ICM. Use the steps outlined below to arrive at the root cause.

Before You Begin

Conventions

For more information on document conventions, see the Cisco Technical Tips Conventions.

Prerequisites

Readers of this document should be knowledgeable of the following:

  • Cisco ICM

  • Sprint Network N00-number (example: 700, 800, 900) call routing

  • Microsoft Windows NT

Components Used

The information in this document is based on the software and hardware versions below.

  • Cisco ICM version 4.6.2 and later

The information presented in this document was created from devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If you are working in a live network, ensure that you understand the potential impact of any command before using it.

Sprint/Cisco Relationship

Sprint's Intelligent Network Service Delivery facility allows customer premise based equipment to participate in the Sprint Network N00-number (example: 700, 800, 900) call routing. A set of Service Control Points (SCPs) in the Sprint network provide the communications function between the Sprint network and customer premise equipment. Customer premise equipment is termed by Sprint as an External Routing Processor, or SiteRP, and is actually Cisco ICM.

The SCP is an end node in the Sprint network, and it is responsible for processing N00-number call inquiry requests received from telephone switches throughout the Sprint network. The SiteRP node is an end node located at a customer site to which the SCP redirects inquiry requests. As stated previously, ICM assumes the role of the SiteRP. The SiteRP interface in Cisco ICM is implemented as a Microsoft Windows NT process, known as the Sprint NIC, running on the ICM Central Controller. Cisco ICM receives call inquiries from, and returns inquiry responses (labels) to the Sprint network through the Sprint NIC.

There are five SCPs in the Sprint network. In a duplexed ICM environment, each ICM NIC connects to the Sprint network through five 56-kbps point-to-point communication links, one to each SCP, provisioned on the Sprint FiberNet network. The five communications links are five DS0 channels derived from a dedicated T1.5 circuit. Two T1.5 circuits are provisioned on Sprint FiberNet to connect the duplexed ICM to the five Sprint SCPs. The Sprint FiberNet circuit terminating equipment for each side of a duplexed ICM consists of a channel bank-like device called TP7. The terminating equipment is provided by Sprint.

Each ICM Sprint NIC contains three Eicon Technology Dual-Port Network Adapter/PC (DPNA) cards. The two ports on a DPNA card are designated as port 1 and port 2, where port 1 is the port closest to the top edge of the card and port 2 is the port closest to the PC connector edge of the card. Five of the six DPNA ports are used to connect to the SCPs. The remaining DPNA port is not used and is disabled. In a simplexed ICM configuration, five DPNA cards are required if the Sprint NIC is connected to the SCPs through redundant links.

Cisco supplies five 9-foot cables, each of which connects from a DPNA port to the Sprint circuit terminating equipment using a V.35 interface. The cable has a male DB-26 connector to the DPNA card and a standard male 34-pin V.35 connector to the Sprint circuit terminating device. The communications links are routed to the SCPs in the Sprint network. The physical network interface for the duplexed ICM configuration is shown in Figure 1.

Figure 1: Physical Network Interface for a Duplexed ICM Configuration

sprintnic.gif

Identify the Problem

This problem is noticed when one or more Sprint SCP's are flagged by Cisco ICM as being CLOSED. Below is an excerpt from the sprx.log files on the CallRouter, where x represents Sprint NIC a or b. These log files can be viewed on the CallRouter by looking at the sprx process window or by dumping the sprx.log file using the Dumplog Utiliity.

06:37:41 SPRCOMM Link 2 to SCP IRVINE 91/1:11:3 CLOSED. 
06:38:44 X25Receiver - Unexpected error on link 2 PVC 4(Error 0 hex=0). Re-Establish 
06:38:45 PVCEntry - reset_channel failed on link 2 PVC 4 
06:38:45 PVCEntry - reset_channel failed on link 2 PVC 1 
06:38:45 X25 link (2) PVC (1) reset failed. Detaching.

The above code indicates that the Cisco ICM CallRouter is not receiving the necessary signaling from Sprint network facilities.

Note: These events also display in the Monitor ICM application.

Solution

Proceed with the following steps on the Cisco ICM CallRouter you see evidence of a network problem with the Sprint links. These are the quickest steps in determining why the Sprint network is not communicating with ICM.

  1. Stop ICM services on the CallRouter where the Sprint NIC processes are experiencing difficulties connecting to the Sprint network.

  2. Stop Eicon services on the CallRouter where the Sprint NIC processes are experiencing difficulties connecting to the Sprint network.

  3. From a command prompt, run the following:

    C:\EICON\WSNT>eccard start /E 1 
    EiconCard Management Utility 
    Copyright (C) Eicon Technology Corporation 1993-1997. All Rights Reserved.
    EiconCard 1: S94                      PCB version 800287.3 
    EiconCard 1 initialized 
    Activating port(s) ... 
    ECCARD: ERROR #PD342. 
    Port 1. Network status [a0- 0]. Link level is not ready. 
    Port 2. Network connection established. 
    
    Command partially completed. Error(s) occurred. 
    -------------------------------------------------------------------------------

    According to Eicon Networks Connections for Windows NT leavingcisco.com Problem Determination-Physical Layer support page, this means that the network has an error. The related excerpt from that page follows:

    d) [A0-00] Link Level is not ready. This message indicates that the EiconCard
     is working, and the physical layer is working, but that Layer 2 did not activate 
    correctly. This is most likely a problem with the network or the modem, and 
    needs to be sorted out in conjunction with the PTT.
  4. In order to verify that the Eicon card and drivers are installed and operating correctly, run the following from a command prompt:

    C:\EICON\WSNT>eccard status 
    EiconCard Management Utility 
    Copyright (C) Eicon Technology Corporation 1993-1997. All Rights Reserved. 
    EiconCard Configuration : 
    Card Type         ID       Status     PCB        IO Port IRQ Address 
    ------------------------------------------------------------------- 
    1    S94          20003    LOADED     800287.3      FC60  12     n/a 
    2    S94          20005    LOADED     800287.3      FC70  20     n/a 
    
    EiconCard Port mapping : 
    Card  Port  Port name        Protocol 
    ------------------------------------- 
    1      01   PORT1            X25 
           02   PORT2            X25 
    2      03   PORT3            X25 
           04   PORT4            X25 
    
    EiconCard Memory status : 
    Card Type           Free        Total 
    ------------------------------------- 
    1    S94            1796 K     2048 K 
    2    S94            1796 K     2048 K 
    Command completed successfully.

    Because the Eicon card status command completed successfully, and based on the information from Eicon, you can determine that this issue is caused by Sprint network equipment or configurations which are external to Cisco ICM. In this example, Sprint needs to determine why the X.25 Layer 2 protocol is failing on the given links.

  5. When done, restart the Eicon and ICM services.

  6. If the results point to a Sprint network problem, open a trouble ticket with Sprint. Otherwise, contact Cisco for further assistance.

Related Information

Updated: Sep 20, 2005
Document ID: 23342