Introduction

1.1 Overview

Maintenance Guide provides preventive and corrective maintenance procedures used in maintaining the Oracle Communications EAGLE and the Multi-Purpose Server (MPS) systems.

Attention:

Be sure to wear a wrist strap connected to the wrist strap grounding point of the EAGLE before performing any installation procedures on the EAGLE.

The manual is organized as follows:

Introduction provides general information about the organization of this manual, a description of the EAGLE maintenance strategy, and a list of acronyms and abbreviations.
Preventive Maintenance provides recommended scheduled routines for the EAGLE.
Corrective Maintenance provides procedures to use in response to all system alarms by the EAGLE.

In addition, these appendices of this manual provide useful reference material for maintenance, diagnostic, and troubleshooting activities.

1.2 Scope and Audience

This manual is intended for maintenance personnel who must maintain the EAGLE. The technician should be familiar with SS7 protocols. The manual provides preventive and corrective procedures that will aid maintenance personnel in maintaining the EAGLE.

Preventive maintenance procedures are routines to be carried out on a scheduled basis to help prevent system failures. These routines are industry-standard recommendations and may be adopted to fit any company maintenance plan.

The corrective maintenance procedures are those used in response to a system alarm or output message. These procedures are EAGLE-specific and aid in the detection, isolation, and repair of faults.

1.3 References

For more information on Maintenance Guide, refer to the following documents:

Application B Card Hardware and Installation Guide
Commands User's Guide
Installation Guide

1.4 Hardware Repair and Return

Any system components being returned for repair or replacement must be processed through the Oracle Return Material Authorization (RMA) procedures. A hardware repair is defined as an item returned to Oracle due to a failure, with the returned item being repaired and returned to the customer. It is essential that serial numbers are recorded correctly. RMAs cannot be created without a valid serial number. All repair and quality information is tracked by serial number. Table 1-1 lists the basic RMA types. Table 1-2 lists the RMA return reasons.

Table 1-1 Basic RMA Types

Replacement Type	Description	Turnaround
Priority Advance Replacement	Customer requests the URGENT replacement of a damaged product	Same Day Shipment
Advance Replacement	Customer request the replacement of a damaged product	Shipment Within 3 Business Days
Repair / Return	Customer will return a damaged product for repair	Shipment Within 5 Days After Receipt
Expendable	A damaged part, such as a cable, is replaced, but the Customer does not return the damaged product	Depends on Urgency - Shipment Within 3 Business Days

Table 1-2 RMA Reasons for Return

Reason for Return	Description
Damaged by Environment	Product damaged by environmental phenomena such as water damage or earthquake.
Damaged in Shipment	Damaged between shipment from Oracle and receipt at the Customer’s installation site.
DOA – Dead on Arrival	Product is not functional when it is first installed at the Customer’s location.
Lab Return	Products returned from lab sites.
Product Capture	Defect to be captured by Quality or Engineering (not Product Recall).
Product Deficiency	Anything wrong with the part that doesn’t fall into another category.
Product Recall	Products recalled by divisions for the repair of a defect or replacement of defective products.
Return – No Product Deficiency	Anything returned without the product being defective.

1.4.1 Repair and Return Shipping Instructions

All returned equipment, assemblies, or subassemblies must be shipped to the Oracle Repair and Return Facility specified by the My Oracle Support (MOS). The item being returned must be shipped in the original carton or in an equivalent container assuring proper static handling procedures and with the freight charges prepaid.

The assigned RMA number must be clearly printed on the “RMA#:” line of the shipping label on the outside of the shipping package. If the RMA number is not placed on the label, the return could be delayed.

Procedure - RMA

Obtain and confirm the following information before contacting the My Oracle Support (MOS):
- Your name:
- Company name:
- Call-back number:
- Email address:
- Which product you are calling about?
- Site location:
- CLEI number
- System serial number (NT, CE, LM, DS, etc.):
- Complete software release (e.g., 28.0.1-41.53.0):
- Upgrade forms
  
  WI005153
  
  WI005154
  
  WI005218
  
  WI005219
  
  WI005220
- Oracle card type: (e.g., E5-APP-B, E5-ENET, etc.):
- Oracle card part number (870-####-##):
- Associated serial number (102########):
- Reason for return or replacement (isolated from system):
- Full name of person the replacement card is being shipped to:
- Shipping address:
  
  Note:
  If possible, include associated alarms (UAMs) and a copy of the associated output (capture file).
Contact the My Oracle Support (MOS) and request a Return of Material Authorization (RMA).
If the item is a like-for-like advance replacement, the My Oracle Support (MOS) arranges for shipment of the replacement item to the customer.
1. Wait for the replacement component to arrive.
2. Package the defective component in the box of materials you received with your replacement. Use proper static handling procedures.
3. Label the outside and inside of the box with your RMA number clearly visible. Place the packing slip from the received replacements on the inside of your box.
4. Ship the defective component to the return address listed on the packing slip.
If the item is a repair/return, the My Oracle Support (MOS) arranges for shipment of the replacement item to the customer.
1. Package the defective component in a suitable package for shipping. Use proper static handling procedures.
2. Label the outside and inside of the box with your RMA number clearly visible. Include a packing slip with all the information from 1 along with the RMA number.
3. Ship the defective component to the following address:
  
  ORACLE
  
  Attn: RMA Department
  
  5200 Paramount Parkway
  
  Morrisville, NC 27560
  
  RMA#: <assigned by Oracle>
4. Wait for the repaired component to arrive.

1.5 Maintenance Strategy

The EAGLE is equipped with an automated surveillance system, which allows many failures to be detected and repaired autonomously. When trouble is detected, and its cause determined, the system software attempts to isolate the trouble and recover itself through reinitialization. Because of the use of distributed processing throughout the system, the reinitialization can be localized with little or no impact on the rest of the system or network.

If the system software is unable to correct the problem, an output message is generated and maintenance personnel are provided with equipment location, nature of the trouble, and alarm severity.

There are three levels of recovery in the EAGLE:

Application self recovery
System maintenance software intervention
Maintenance personnel intervention.

Application Self Recovery

This is the most desirable method of recovery, as it is nearly transparent to the network, and does not require any system resources. Examples of applications capable of self recovery:

Link failure
Link set failure
Route failure
Interprocessor message transport (IMT) bus failure.

Failure of a link relies on SS7 maintenance to correct the trouble. This usually entails placing the link out of service (OS), re-aligning the link, then placing the link back in service.

Route failures also rely on SS7 maintenance. Transfer restricted (TFR) and transfer prohibited (TFP) are commonly used to reroute messages around a node.

System Maintenance Software Intervention

The system maintenance software operates at two levels, maintenance and administration subsystem (MAS) and application subsystem (SS7, GLS, DTA). All troubles detected at the application level are reported to the maintenance and administration subsystem (MAS), which is responsible for generating system alarms and output messages.

Maintenance Personnel Intervention

Maintenance personnel intervention is required when hardware fails, or when software is unable to recover. There are few occurrences of maintenance that would require maintenance personnel intervention. Examples include:

Blown fuses
Loss of power

Note:

Maintenance personnel intervention is required to restore the power. Once power is restored, the EAGLE recovers automatically.
Card failure

1.6 System Maintenance Log

The purpose of the System Maintenance Log is to provide both maintenance personnel and My Oracle Support (MOS) with a complete trouble history for a specific site. This history aids in spotting trouble trends, which, if left unrecorded, would be impossible to detect. Record all maintenance regardless of nature.

On the following page is an example of a system maintenance log. Use this page to generate copies for your site. Oracle recommends this log be completed after every preventive and corrective maintenance procedure.

This is a troubleshooting aid, and should be filled out completely. Printouts or any other supportive material should be referenced whenever possible. My Oracle Support (MOS) may ask for some of this information at a later time, if a particular trend begins to develop.

The trouble code field in the log is for recording EAGLE trouble messages. All maintenance (regardless of nature) should be recorded on this log for reference when troubleshooting.

Table 1-3 System Maintenance Log

System Maintenance Log