Home

Troubleshooting

Contents

1. Calls to host dropped When all calls to the host are dropped take these steps e Type hstatus all and press Enter to check the status of the host If all sessions are recovering or logging in this could cause the trouble e lf the problem occurs frequently consider speeding up connections between the IR system and the host Speech delayed or cut off Delayed or cut off speech can cause callers to disconnect Speech response delayed Delays in speech response may be caused by e Inadequate IR system or LAN resources Managing the performance of your IR system helps to prevent delays in speech response e Limited recognition resources in a speech recognition application All remote application resources might be busy and not available for allocation to other calls You must wait for resources to become available or increase the number of resources the system can use e Overloaded host communications If interactions between the host and the IR system are too busy the result may be delays in speech response e Mismatches between the anticipated number of digits in an ANI or DID pass and the actual number received R2MFC protocol only Use the nms command to specify the anticipated number of digits Issue 1 0 June 2004 23 Troubleshooting Speech Messages cut off When messages are cut off make the following changes in the voice response application to correct the problem e Add a few seconds of initial silence 0 2 to
2. If UNIX commands are failing or if the system reports disk failures go to the Message Log Report screen Reports gt Message Log Report check for events related to the problem and follow the repair procedures in the related Explain text or online Help topic The following are possible problems e DSKMG messages report file access failures that affect speech or data operations e UNIX messages report problems with the UNIX operating system Issue 1 0 June 2004 27 Troubleshooting Execute UNIX command failed Most likely the problem is with the command or shell script Make sure that the command or shell script that was attempted works when executed manually If it does verify that its full path name is provided to the script vi editor causes core dump If the vi editor causes a core dump split the file into multiple segments e Type split n filename name and press Enter where n is the number of lines in each piece 1000 is the default filename is the name of the files you want to split and name is the new segment you are creating Investigating database problems If you are using databases on the LAN communications problems with those databases may affect voice operations Troubleshooting database server disconnections on page 31 covers what to do when the IR system is not communicating with the database server at all The following topics explain how to check on less serious problems with databases Checking J
3. Configuration Management gt Voice Equipment gt Display Equipment to see if the card or channel is now in the INSERV state If the card or channel is still not in service take the following actions a Check the status of the card or channel on the switch system administration interface b Run diagnostics from the switch system administration interface to identify any errors with the switch connections c If errors are identified correct them d Busy out and release the card or channel on the switch to try to clear the problem e If necessary re check the status of the card or channel on the Display Equipment screen If the card or channel is still not in service contact your Avaya support representative about the problem and share the information you have gathered Restoring FOOS cards and channels The FOOS state indicates that the card or channel was taken out of service by some physical channel error To restore a card or channel in the FOOS state 1 Go to the Message Log Report screen Reports gt Message Log Report and review any messages related to the particular card or channel 42 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations 2 Check connections and indicators on the back of the IR system and reseat the connection if necessary a Check the physical connection to the card and determine if it is seated correctly The card should not have worked its way out of the connecti
4. 1 0 June 2004 7 Troubleshooting System and LAN capacity Like any computer the IR system has a certain amount of memory drive space and CPU capacity to support system operations Additionally the IR system requires LAN capacity to communicate with servers that provide critical functions For successful operation both IR system capacity and LAN capacity must be adequate Possible malfunctions and errors This section explains the types of problems that may affect voice response operations Hardware malfunctions and failures Hardware malfunctions and failures may stop or interfere with voice operations These include problems in e The IR system itself e Servers providing speech functions database information or both e Connected MultiVantage DEFINITY systems Hardware malfunctions and failures are relatively easy to identify However they are rarely a cause of problems Incorrect system administration Errors in IR system administration can cause problems with voice operations Examples are e A service cannot be assigned to a channel resulting in the service not functioning when calls come in e TCIP IP connections between the IR system and a server might be set up incorrectly so that required data is not available to callers Application errors Applications manage voice response functions so errors can be devastating to operations For instance an application may call for the playing of recorded speech that does
5. CTATEST uid 0 tag 4006 sev 0 DISPEVT NCCEVN_RECEIVED_DIGIT 1c201d val 31 objhd 1 src 1c dst 2000 time 235a9a97 uid 0 size 0 buf 0 MESG Tue May 13 17 08 48 2003 pid 580 tid 578 ctahd 80000001 CTATEST uid 0 tag 14001 sev 0 Msg 854D Ch 01 Obj 0000 Np 16 Nb 0 0032 0000 0000 0000 0000 0000 MESG Tue May 13 17 08 48 2003 pid 580 tid 578 ctahd 80000001 CTATEST uid 0 tag 4006 sev 0 DISPEVT NCCEVN_RECEIVED_ DIGIT 1c201d val 32 objhd 1 src lc dst 2000 time 235a9b32 uid 0 size 0 buf 0 Issue 1 0 June 2004 19 Troubleshooting MESG Tue May 13 17 08 48 2003 pid 580 tid 578 ctahd 80000001 CTATEST uid 0 tag 14001 sev 0 2 Msg 854D Ch 01 Obj 0000 Np 16 Nb 0 0033 0000 0000 0000 0000 0000 MESG Tue May 13 17 08 48 2003 pid 580 tid 578 ctahd 80000001 CTATEST uid 0 tag 4006 sev 0 DISPEVT NCCEVN RECEIVED DIGIT 1c201d val 33 objhd 1 src 1c dst 2000 time 235a9bd7 uid 0 size 0 buf 0 This trace output shows that digits were sent Poor audio quality on VoIP calls The performance of the self service IP network has impact on the quality of the audio during calls A busy network can delay or loose packets with audio information causing poor audio performance To help in troubleshooting such problems you can set up the VoIP sub
6. ES Display the multicast routing tables P protocol Limit the display of statistics or state of all sockets to those applicable to protocol Displaying packet route traceroute Use the traceroute command to display the route that packets take when going to a remote system Use the traceroute command with the attributes shown in the table that follows niwioute punen OO y O T sewe sortiram OOS Ha T erae soetteve aouar S O Ca T Srey a oosa source roue otona Specify a network interface to obtain the source IP address for outgoing probe packets Use the ICMP ECHO instead of UDP datagrams moo Set the max time to live max number of hops used in outgoing probe packets p a Print hop address numerically rather than symbolically Issue 1 0 June 2004 35 Troubleshooting lee Set the base UDP port number used in probes Default is 33434 Bypass the normal routing tables and send directly to a host on an attached network Use the following IP address which usually is given as an IP number as the source address in outgoing probe packets f w Set the time in seconds to wait for a response to a probe x Teasectecksuns Checking hardware Hardware failures and malfunctions can stop or interfere with voice system operations This section explains how to check various types of hardware connections and components Resolving a problem when the monitor does not display It has been observed on Sun Fir
7. Investigating operations problemS iss sssecasectanceedatss cancedeteedansneeantecetiguesd peers vecebheettbaeniee 16 Checking communications 4 sia Giei ac cctvencatussctossctncdctust senece we Acdedextdadustnane thdaeseancsune dius 29 CECI IG AWW AIS massinn vated siete iaoa cae eh ce ic haa ena ae analanc antec shi lectern te 36 MOK E TOTA T r E awadteenslnabiaceeclveaamanaenriates 53 Issue 1 0 June 2004 5 Troubleshooting An Avaya IR system interacts with other systems and relies on them for critical functions Consequently troubleshooting may involve testing connections and checking other systems where databases speech functions and host services reside This section guides you in resolving many Avaya IR system problems and includes information on basic LAN server and host troubleshooting Additionally Avaya technical support provides troubleshooting assistance that is specific to your Avaya IR system and the current problem Troubleshooting overview This overview explains how the Avaya IR system works and and identifies potential problem areas Requirements for successful operations Interactions between the IR system and other systems and applications are essential to voice response operations This section explains the requirements for successful operations to help you to prevent problems and identify them more quickly when they occur The public switched telephone network PSTN Calls come into the IR system from the p
8. S S n Spare State Okay ass 2 ead option roundrobin default rite option parallel default ize 4202688 blocks Submirror of dl tate Okay ize 4202688 blocks tripe 0 Device Start Block c1ltdd0sl 0 Submirror of dl tate Okay ize 4202688 blocks tripe 0 Device Start Block cltiddsl 0 Dbase State No Okay Dbase State No Okay Hot Hot In this sample d1 is the metadevice that contains the submirrors d11 and d12 Submirror d11 is actually c1t0d0s1 slice 1 on disk 0 and d12 is c1t1d0s1 slice 1 on disk 1 In this sample the status of all three devices is Okay If there are errors you will see it in the output for the affected device For more information about this command and the possible errors see the documentation for the DiskSuite tools for your system http docs sun com db doc http docs sun com db doc Removing a failed hard disk drive If you detect failure in disk drive on a mirrored system you must remove and replace it with a good one To remove a failed hard disk drive 1 If you are not logged in log in as root Issue 1 0 June 2004 49 Troubleshooting 2 At the command prompt enter stop_vs The voice system stops Enter mirror admin detach The system displays the following prompt Prompt for hard disk drive to detach Type the number that corresponds to the hard disk drive to detach and press Enter The system detaches
9. Service Manual Sun Blade 150 Service Manual These documents are available in Avaya IR System Help under Print documents or from the Sun Web site http www sun com Replacing a failed hard disk drive For systems with the disk mirroring feature a failed hard disk drive must be replaced Checking for hard disk drive failures To check the hard disk drives from problems 1 If you are not logged in log in as root 2 At the command prompt enter metadb The system displays information about each hard disk drive The following example shows the results of the metadb command for a system with hard disk drive problems flags first blk block count am p luo 16 1034 dev dsk c1t0d0s4 a p luo 1050 1034 dev dsk c1t0d0s4 a p luo 2084 1034 dev dsk c1t0d0s4 a p luo 3118 1034 dev dsk c1t0d0s4 Issue 1 0 June 2004 47 Troubleshooting a p luo 4152 1034 dev dsk c1t0d0s4 a p luo 5186 1034 dev dsk c1t0d0s4 a p luo 6220 1034 dev dsk c1t0d0s4 a p luo 7254 1034 dev dsk c1t0d0s4 y p J 16 1034 dev dsk cl1lt1d0s4 y p 1050 1034 dev dsk cl1lt1d0s4 y p 2084 1034 dev dsk clt1d0s4 y p 3118 1034 dev dsk c1t1d0s4 y p 4152 1034 dev dsk c1t1d0s4 V p 5186 1034 dev dsk c1t1d0s4 V p 6220 1034 dev dsk c1t1d0s4 y p 7254 1034 dev dsk c1t1d0s4 Where o Replica active prior to last mddb configuration change u Replica is up to date 1 Locator for t
10. a unix kmem Display all of the current ARP entries by reading the table from the file kmem default dev kmem based on the kernel file unix default kernel unix arp d hostname Delete an entry for the host called hostname Note This option can be used only by the super user arp s hostname Create an ARP entry for the host called hostname with the ether address temp Ethernet address ether_address pub trail arp f filename Read the file named filename and set multiple entries in the ARP tables Displaying network statistics netstat Use the netstat command to display statistics about each network interface and socket and statistics about the network routing table Use the netstat command with the attributes shown in the table that follows 34 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations fra Display the state of all sockets and all routing table entries f address family Limit the statistics or address control block reports to those of the specified family The address family can be inet for the AF_INET family or UNIX for the AF_UNIX family a soy te raices group memberships oral neraca o opeyre stres satses O O ee Se ee Dpeyme asirese resouton taes o oyren O O O O SSS eoo i oyeee O Display e site ofa paricuar niere Display e multcast routing asies Display additional information for the sockets and the routing table Display the state of a particular interface
11. a channel or card in the MANOOS state 1 Type restore channel channel orrestore card card and press Enter channel and card represent the number of card or channel you want to restore 2 Go to the Display Equipment screen Configuration Management gt Voice Equipment gt Display Equipment to determine if the card or channel has returned to the INSERV state The card of channel may remain in the MANOOS state or go to another out of service state 3 If the card or channel has not returned to the INSERV state contact your Avaya support representative Issue 1 0 June 2004 41 Troubleshooting Restoring NETOOS cards and channels The NETOOS state indicates that the card or channel was taken out of service by some network or physical channel error This state refers only to channels that are defined as PRI protocol To restore a card in the NETOOS state 1 Go to the Message Log Report screen Reports gt Message Log Report and review any messages related to the particular card or channel Check connections and indicators on the back of the IR system and re seat the connection if necessary s a Check the physical connection to the card and determine if it is seated correctly The card should not have worked its way out of the connection See Checking cable connections on page 36 for more information b If the connection is loose re seat it If you have reseated the connection go to the Display Equipment screen
12. available through Sun applications Use the following Sun diagnostic tests 14 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations e Validation Test System VTS to test and validate major hardware components e OpenBoot Diagnostics system to perform root cause failure analysis on various IR devices e PROM Diagnostics to check system processes such as the error rate and type for Ethernet packets Sun Fire V210 and V240 Servers Administration Guide explains how to run these diagnostic tests on the Sun Fire V240 platform The Sun Fire 280R Server Service Manual explains how to run these diagnostic tests on the Sun Fire 280R platform The Sun Blade 150 Service Manual explains how to run these diagnostic tests on the Sun Blade 150 platform These documents are available in Avaya IR System Help under Print documents or from the Sun Web site http www sun com Using commands Execute IR system administrative commands to check components and processes Information available through administrative commands includes e The allocation of resources for all devices e Resources and space available in the database e Feature packages installed on your IR system e Areport of all active fax jobs Since the Solaris operating system is UNIX based you also can run UNIX commands that check devices processes and files Troubleshooting based on observations Troubleshoot based on observations when e You have reviewed the Me
13. not exist or try to access the wrong server for speech Applications that are not sufficiently tested or that are not tested under realistic conditions can function poorly when used for business 8 Avaya IR R1 2 1 Troubleshooting Troubleshooting overview operations Voice response applications that are large and complex or that use system resources inefficiently are the most common cause of performance problems Connection and communication problems When any connection that supports voice response applications experiences a problem operations may be affected Disruptions may occur in the public switched telephone network PSTN MultiVantage DEFINITY system servers that support operations or in the LAN Circuit based configurations Circuit based configurations allocate a physical cable or part of a cable by using Time Division Multiplexing to each telephone call Obviously problems with these cables might affect voice response applications Packet based configurations When the VoIP feature is used the voice data is transmitted in small packets that contain a fraction of the entire spoken transmission Rather than a dedicated cable being used between the end points packets traverse the network between the end points via one or more available routes With this type of transmission packets may get lost An overloaded network might delay or lose packets Overloading Overloading may occur in these ways e Anoverloaded IR s
14. verify that the recognition server is listening on the configured port Speech resource bad or non configured If you see the following system message when you try to display a speech configuration resource there is no server administered for the specified recognition type Error Bad or Non configured Resource typ Go to the Speech Recognition or DPR Configuration screen Feature Packages gt Speech and DPR Administration gt Administration gt Speech Proxy Administration gt Speech Recognition Administration gt Speech Recognition or DPR Configuration and administer a server Speech server not running For earlier releases of OSR run the command swisve start to restart the speech server after every Avaya IR system re start Starting with OSR 2 x you can set OSR service to start automatically after every system restart To do so make the following change on the OSR 2 x server 1 Locate and open the file c Program Files SpeechWorks OpenSpeechRecognizer confg SpeechWorks cfg 2 Change the SWisvcMonAutoRestart and SWlsvcMonAutoStart lines to be set to 1 Verify that the lines look like this Issue 1 0 June 2004 25 Troubleshooting SWlsvcMonAutoRestart 1 SWlsvcMonAutoStart 1 3 Save the SpeechWorks cfg file Speech recognition rejecting many responses ScanSoft OSR 2 0 uses new confidence scores to obtain the recognition result Some of the borderline utterances that would have been accepted in
15. 0 5 seconds to the beginning of the message to be played e Construct a phrase consisting of a few seconds of silence and play that phrase first e Ensure that the prompt does not allow voice barge in If it does any background noise or talk by the caller will interrupt the prompt recognition not working If Avaya speech recognition is not working the cause may be e Incorrect or incomplete administration of the Natural Language Speech Recognition feature or proxy speech server on the IR system e Disconnection or malfunction of the proxy speech server The procedures in this section explain what to do when speech recognition is not working at all PROXY alarms and messages contain repair procedures for a variety of speech recognition problems Speech recognition not available as resource To resolve the problem 1 Go to the Speech Resource Status screen Features gt Speech and DPR Administration gt Display Status gt Speech Resource Status select a speech resource type from the drop down list and select Submit The configuration listing for the selected type of speech resource is displayed 2 Review the speech resource listing to verify that the resource is administered and is in the in service IN SERV state 3 Repeat the previous steps with all types of speech resources 4 If no speech resource is administered go to the Speech Recognition Configuration screen Features gt Speech and DPR Administration gt
16. AVAYA Avaya Interactive Response Release 1 2 1 Troubleshooting Issue 1 0 Publication Date June 2004 2004 Avaya Inc All Rights Reserved Notice Every effort was made to ensure that the information in this document was complete and accurate at the time of printing However information is subject to change Preventing Toll Fraud Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party for example a person who is not a corporate employee agent subcontractor or working on your company s behalf Be aware that there may be a risk of toll fraud associated with your system and that if toll fraud occurs it can result in substantial additional charges for your telecommunications services Avaya Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 for the United States and Canada For additional support telephone numbers see the Avaya Web site http www avaya com Select Support gt Escalation Management gt International Services Providing Telecommunications Security Telecommunications security of voice data and or video communications is the prevention of any type of intrusion to that is either unauthorized or malicious access to or use of your company s telecommunications equipment by some party Your company s
17. Administration gt Speech Recognition or DPR Configuration and make the required entries to configure speech resources 5 If speech resources are configured but are not in the IN SERV in service state verify that the speech server or servers and related connections are operating 24 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations Cannot configure speech recognition If the Speech Recognition Configuration option is not available on the Speech Proxy Administration screen the Natural Language Speech Recognition packages are not installed The AVSproxy and AVsrproxy packages are required for the Natural Language Speech Recognition feature If WholeWord speech recognition is required AVasr AVwwasr one or more of the language packages AVwwau AVwwbp AVwwcf AVwwcs AVwwfr AVwwor AVwwit AVwwjn AVwwms AVwwnl AVwwuk Avwwus are also needed For SpeechWorks OpenSpeech Recognizer OSR either AVosr114 or AVosr204 is required All ports BROKEN on speech server If all ports for a proxy speech server are in the BROKEN state when viewed either by recognition type or by server type the speech recognition proxy is not able to connect to the specified server with the configured port To correct the problem 1 Ensure that the speech recognition server is up and running See Troubleshooting speech server disconnections on page 30 for more information 2 Run the netstat a command on the recognition server to
18. Cables here provide power to the IR system Disconnection from the plug results in loss of power and function RSC card You can also test port function The Sun OpenBoot Diagnostics system performs root cause failure analysis on the ports Sun Blade 150 Service Manual and Sun Fire 280R Server Service Manual explain how to run OpenBoot Diagnostic tests These documents are available in Avaya IR System Help under Print documents or from the Sun Web site http www sun com Testing platform hardware When hardware problems occur with the IR system you can use the Sun Validation Test System VTS to test and validate the hardware You use Sun VTS in the event of failures in e Powering on e Video output e The hard drive CD ROM or DVD ROM drives e Dual in line memory module DIMM function Refer to the service manual for your platform Sun Fire V240 Server manuals Sun Fire V210 and V240 Servers Installation Guide Sun Fire V210 and V240 Servers Administration Guide Sun Fire V210 and V240 Servers Parts Replacement Manual Sun Fire V210 and V240 Servers Product Notes Sun Fire 280R Server Service Manual Sun Blade 150 Service Manual These documents are available in Avaya IR System Help under Print documents or from the Sun Web site http www sun com Issue 1 0 June 2004 39 Troubleshooting Checking NMS card configuration Check the configuration of the NMS card or cards with the commands described in the table t
19. DBC operations Use the following commands to check JDBC function e netstat a lists port usage Review the output to verify that ports are functioning and are not overloaded e trace chan all DBDIP3 traces DIP activity Review the output to verify that all DIPs are functioning in the desired way Review the following system processes related to JDBC operations e vs bin vrs idbcint DIP num e vs bin vrs jdbcdip dipnumber e usr bin java bin bin SPARC routine_threads java Dpname ais3 cp webadm e usr bin java bin bin SPARC routine_threads java Dpname ais dip number cp webadm Checking Oracle object size limits An extent is a user defined unit of storage in the Oracle storage clause used when defining an Oracle object It is used as MINEXTENTS or MAXEXTENTS in the storage clause An Oracle object that is a table an index a rollback segment grows one extent in size each time the object needs to be expanded 28 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations When the maximum allowed number of extents is reached the object will not be able to grow further The object needs to be redefined so that either the size of each extent is increased or the initial object size is increased to reduce the number of extents required for the storage of this object The maximum allowed number of extents in a system is 2 147 483 645 To check the number of extents 1 Type dbused and press En
20. Equipment screen Go to the Display Equipment screen Configuration Management gt Voice Equipment gt Display Equipment to view configuration information such as e Type of card e Type of channels Issue 1 0 June 2004 13 Troubleshooting e Services voice response applications assigned to channels e Service state The following table shows state descriptions and their meanings MANOOS Manually out of service FOOS Facility out of service BROKEN Not functioning possibly needing replacement Monitoring live operations Use the sysmon command to observe voice response operations as they occur You can see calls coming in digits entered by callers and line conditions such as off hook Note Monitoring live operations places a heavy demand on system resources Using the sysmon command at times of heavy system activity might result in overload and interference with call processing Checking system history Researching the history of your IR system helps you to identify the current problem Talk to others and check records external to the system to find out about e Previous problems and support calls e Recent changes to the system including upgrades and repairs e Changes to the LAN configuration in your organization Check the Message Log Report screen Reports gt Message Log Report for previous intermittent problems that may indicate a pattern Using Sun diagnostic tests Three types of diagnostic tests are
21. OSR 1 x might be rejected in OSR 2 0 Try one of the following changes to increase the recognition rate If you want to use the OSR 1 x confidence score scale set the attribute swirec_backward_compatible_confidence_scores to 1 1 in the OSR server user configuration file Refer to the Scansoft OSR 2 x reference manual for further information If you want to use the OSR 2 x confidence score but you want to increase the recognition rate try decreasing the confidencelevel property in the vs data vxml defaults xml file on the Avaya Interactive Response system then restart the voice system Speech not playing Speech may not play for a variety of reasons including the following The voice response application does not contain or fails to find the required phrase The required voice response application is not assigned to the channel A proxy server providing Text to Speech service is disconnected or experiencing intermittent problems Checking the voice response application and system administration To check the application and the administration settings 1 If a particular phrase of recorded speech is not playing check to see that it is recorded and record it if necessary Go to the Display Equipment screen Configuration Management gt Voice Equipment gt Display Equipment and check to see if the correct service is assigned to the channel or channels If the correct service is not assigned go to the Channel Services sc
22. Protocols gt Display Parameters gt Display Digital Interface Card to view the card parameters For the VoIP card go to the Display VoIP Parameters screen Configuration Management gt Switch Interfaces gt Voiceover IP gt Display Parameters gt Display VoIP Parameters to view card parameters Configuration settings should match the type of card installed VoIP cards should be enabled If the card is configured incorrectly make the required corrections For the NMS card go to the Change Card screen for the appropriate type of digital interface Configuration Management gt Switch Interfaces gt Digital Interfaces gt Digital Interfaces Protocols gt Change Parameters gt Change Card Digital Interfaces and choose subsequent screens based on card type See Checking NMS card configuration on page 40 for useful commands related to NMS cards For the VoIP card go to the Change VoIP Card screen Configuration Management gt Switch Interfaces gt Voiceover IP gt Change Parameters gt Change VoIP Parameters gt Change VoIP Card and change parameters If you have corrected the card configuration go to the Display Equipment screen Configuration Management gt Voice Equipment gt Display Equipment to verify the card state 44 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations If the card is still not in service type display card card _number and press Enter and verify that t
23. Troubleshooting Considerations PCI card slots Cables here connect NMS cards to the MultiVantage DEFINITY system or to digital telephony lines Problems here may interfere with receiving and handling calls Serial connector a The cable connects the video monitor to the IR system Problems here may cause the video monitor to appear blank even though the IR system is still processing calls Serial connector b Cables here connect the IR system to the external modem which controls dial up access to the system for Avaya support technicians Problems here might mean that Avaya support technicians are unable to acccess the IR system for troubleshooting Parallel connector UltraSCSI connector USB connectors four Two of these connectors are reserved for the keyboard and mouse that are part of the country kit If a keyboard is not connected and the IR system is rebooted you may not be able to log into the IR system Your organization may use the remaining USB connectors for other purposes 38 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations Twisted pair Ethernet connector Cable here connects the IR system to the LAN Problems here may interfere with access to voice response applications databases proxy speech servers and other IR system components that reside on servers on the LAN If VoIP is in use a loose connection here may cause problems with call processing FC AL 10 12 Power connectors
24. a all level all and press Enter 2 Provide the output to technical support You may also learn of errors through negative return values on a FAX action Refer to Interpreting negative fax values on page 21 for explanations of negative errors Interpreting negative fax values Review the fax_tool h file for negative return values for FAX actions Negative return values indicate that an error has occurred in a FAX process Use the following list of return values to determine the cause of the error vaue Meaning o ooo Cs T Tree are no previous queue feres e Tait command imed out Gema Issue 1 0 June 2004 21 Troubleshooting 19 Cover page merging failed internal Subprog to sbFaxHpr failed internal 21 IRAPI call failed internal 23 Wrong subprog message was received internal 24 Max sbFaxHpr instances was reached internal Reviewing fax repair procedures When problems arise with fax operations the Message Log Report screen might display various events related to fax operations The Explain text and help topics for these events include suggested repair procedures If you see fax events in the Message Log Report screen review the related repair procedures to determine your course of action Fax text or file not found Take action depending on whether the problem occurred in transmission or receipt of the fax e Request to transmit a fax file to the caller failed Verify using either the Fax Loadi
25. a technical support representative for assistance Troubleshooting intermittent LAN problems Slow or interrupted LAN communications can result in failed processes for speech recognition Text to Speech or database checking The cause is generally overloading of the Avaya IR system or the LAN Troubleshooting persistent server problems If you experience persistent problems with a server you might want to reconfigure and retest the server 32 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations To reconfigure and retest the server 1 Put all systems used in the application that is experiencing problems on a dedicated LAN hub completely isolated from the rest of the LAN 2 Configure the systems to communicate with each other over the dedicated LAN hub 3 Use the ping command to verify that the server responds 4 If none of these solutions work contact your field support representative Pinging server connections The ping command indicates whether a remote host can be reached It can also display statistics about packet loss and delivery time The ping command is available through the Solaris operating system Use it with the attributes shown in the table that follows Mwito rueton o y O za serte so pEBUG soaron OOS Za bispe the rework adresses as numos CS Bypass tne normal routing tables and send drecty to a haston an atached remor a Sottne IP record route opton and siere the route ofthe pac
26. all submirrors from the failed hard disk drive Physically remove the failed hard disk drive For information on how to remove a disk drive see the Sun Fire V210 and V240 Servers Parts Replacement Manual or the Sun Fire 280R Server Service Manual This document is available in Avaya IR System Help under Print documents or from the Sun Web site http www sun com When you are ready to install the replacement drive see Activating disk mirroring for a new hard disk drive Activating disk mirroring for a new hard disk drive To activate disk mirroring for a new hard disk drive 1 2 3 If you are not logged in log in as root Enter stop_vs to stop the voice system Install the new hard disk drive that has the same geography and size as the drive that failed For information on how to remove a disk drive see the Sun Fire V210 and V240 Servers Parts Replacement Manual or the Sun Fire 280R Server Service Manual This document is available in Avaya IR System Help under Print documents or from the Sun Web site http Awww sun com Entermirror admin replace The new hard disk drive is partitioned and synchronized to the other hard disk It takes approximately 20 minutes for each 10 GB to copy data to the new hard disk For more information on this command see mirror_admin command 50 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations Restoring the system if both hard disk drives fail If both h
27. ard disk drives fail after replacing the hard disk drives you must do one of the following e Rebuild your system from CD media e Rebuild your system by restoring the system from backup which may be preferable if you have applications data and feature administration that also needs to be restored Disabling disk mirroring Use the following procedure to disable disk mirroring 1 If you are not logged in log in as root 2 Stop the voice system by typing stop_vs and pressing Enter 3 To disable disk mirroring type mirror_admin cleanup and press Enter Issue 1 0 June 2004 51 Index A A word about the Tomcat server log 29 Activating disk mirroring for a new hard disk drive 50 All calls dropped 17 All ports BROKEN on speech server 25 Application errors 8 Cc Calls dropped 17 Calls dropped at initial prompt 17 Calls not transferred properly 18 Calls to host dropped 23 Cannot configure speech recognition 25 Checking cable connections 10 36 42 43 44 Checking card administration 44 Checking card and channel states 40 Checking communications 29 Checking for errors 27 Checking for hard disk drive failures 47 Checking hardware 36 Checking JDBC operations 28 Checking LAN communications 11 30 Checking NMS card configuration 40 44 Checking Oracle object size limits 28 Checking system history 14 Checking the server connection 27 Checking the vo
28. ations Center Voice 1 207 866 6701 1 800 457 1764 Toll free U S and Canada only Fax 1 207 626 7269 1 800 457 1764 Toll free U S and Canada only Write Globalware Solutions 200 Ward Hill Avenue Haverhill MA 01835 USA Attention Avaya Account Manager Web http www avayadocs com E mail totalware gwsmail com Acknowledgment This document was written by the CRM Information Development group Issue 1 0 June 2004 3 Contents TEOUDISSMOQUIG sissies sud cvnvrreces te ea wacstenannceadedecmncttaae ache achcnucanda ces dusebaadatnicsendtabinattinecaieensntend 6 Troubleshooting Overview c s vecesseies tele denee sda ee cette ee ae eeens ected eed enone 6 Requirements for successful Operations cccccccccccceecceceeeeeceeceeeeeeeeceeeeeeeeeeeesaeenaes 6 Possible malfunctions and Sit OVS ates actt eat sia cen ah nek eonandennesSheante tae eucs oat ae een Bab saatatintead ae 8 Identifying possible causes Of ProDleMS eceeeeeeeeeeeee eee eeennneeeeeeeeeeeeeenneneeeeeeeeeees 10 Troubleshooting procedure accis face Hay ahencheted iedea ti vdedehbact phan gdaaddes paeensneeste eda dete debaededees 12 Using IR SYSTSMPOVOIMS riaient iener opcagek Tae ia anadi iia TEE a aida ahemetabans 13 Gathering information on a problem yscccescs se yiculscseenvevs sbar0doerteededesagsyieasaueausaetesauensbeeenee 13 Troubleshooting based on observations 22 ccccceeeseeeseececeeeeeeeeeeeneeeeneeeeeeeneeeeeeees 15
29. be a card in the slot 2 If there is no NMS card in the slot take one of the following actions Install an NMS card Disregard the BROKEN state if no card is required in the slot An IR system may operate using one or two NMS cards If the system is configured for two NMS cards but has only one system messages and screens report a BROKEN card for the empty slot Issue 1 0 June 2004 43 Troubleshooting 3 Check the connection for the BROKEN card or channel on the back of the IR system The card or channel should not have worked its way out of the connection See Checking cable connections on page 36 for more information If the connection is loose re seat it If you have reseated the connection go to the Display Equipment screen Configuration Management gt Voice Equipment gt Display Equipment to see if the card or channel is now in the INSERV state If the card is still not in service verify that it is administered correctly See Checking card administration on page 44 for more information Checking card administration If a card is present in the slot and securely connected the next step is to check the IR system administration settings for the card To check administration settings 1 Check configuration settings for the BROKEN card For the NMS digital interface card go to the Display Digital Interface Card screen Configuration Management gt Switch Interfaces gt gt Digital Interfaces
30. ch support warranty or documentation End user can purchase support from Netscape at http help netscape com Nuance and Nuance Vocalizer are trademarks of of Nuance Communications Inc Oracle is a registered trademark and Oracle8i and Oracle9i are trademarks or registered trademarks of Oracle Corporation Sybase is a trademark of Sybase Inc Speechify OpenSpeech Server OpenSpeech Recognizer and OpenVXI are registered trademarks of SpeechWorks International Inc Sun Sun Microsystems docs sun com Java Solaris Sun Blade and Sun Fire are trademarks or registered trademarks of Sun Microsystems Inc in the United States and in other countries Technical Support To report problems or to request assistance setting up and using your system contact the Avaya Technical Services Organization TSO The telephone number for support in the United States is 1 800 242 2121 For additional support telephone numbers e Visit the Avaya Support Centre Web site http support avaya com e Select Escalation Management gt International Services Warranty Avaya Inc provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available through the Avaya Support Centre Web site http support avaya com Ordering Information Avaya Public
31. d hard disk drive 49 Removing and restoring cards 45 Replacing a failed hard disk drive 47 Requirements for successful operations 6 16 Resolving a problem when the monitor does not display 36 Resources for LAN troubleshooting 30 Restoring BROKEN NMS and VoIP cards 43 Restoring cards and channels 17 40 41 Restoring FOOS cards and channels 42 Restoring MANOOS cards and channels 41 Restoring NETOOS cards and channels 42 Issue 1 0 June 2004 53 Restoring the system if both hard disk drives fail 51 Reviewing fax repair procedures 22 Reviewing the Display Equipment screen 13 Running the metastat command 48 S Speech 10 Speech delayed or cut off 23 Speech not playing 26 Speech recognition not available as resource 24 Speech recognition not working 24 Speech recognition rejecting many responses 26 Speech resource bad or non configured 25 Speech response delayed 23 Speech server not running 25 Switches 7 System and LAN capacity 8 T Testing platform hardware 39 The public switched telephone network PSTN 6 Touchtone not interpreted correctly 20 Tracing LAN activities 34 Troubleshooting 6 Troubleshooting based on observations 12 15 Troubleshooting database server disconnections 28 31 Troubleshooting intermittent LAN problems 32 Troubleshooting overview 6 Troubleshooting persistent server problems 32 Troubleshooting procedu
32. display information about VoIP cards 1 Run the following diagnostics SunVTS OpenBoot diagnostics for the network connection Watch Net and Watch Net All diagnostics All of these diagnostics monitor Ethernet packets and identify both good packets and packets with errors Refer to the service manual for your platform Sun Fire V240 Server manuals Sun Fire V210 and V240 Servers Installation Guide Sun Fire V210 and V240 Servers Administration Guide Sun Fire V210 and V240 Servers Parts Replacement Manual Sun Fire V210 and V240 Servers Product Notes Sun Fire 280R Server Service Manual Sun Blade 150 Service Manual These documents are available in Avaya IR System Help under Print documents or from the Sun Web site http Awww sun com 2 Note the results for discussion with your Avaya support representative 46 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations Performing root cause failure analysis The Sun OpenBoot Diagnostics system performs root cause failure analysis on various IR devices by testing internal registers confirming subsystem integrity and verifying device functionality Refer to the service manual for your platform Sun Fire V240 Server manuals Sun Fire V210 and V240 Servers Installation Guide Sun Fire V210 and V240 Servers Administration Guide Sun Fire V210 and V240 Servers Parts Replacement Manual Sun Fire V210 and V240 Servers Product Notes Sun Fire 280R Server
33. e AD application dispatch process starts it when a call arrives for that application 2 If the application is not running take any required actions to correct the operation of the voice response application The application may not be installed or there may be errors in coding For instance the voice response application should contain an action to answer the phone Check with the person responsible for development of voice response applications for more information 3 If the voice response application is running correctly and does not contain errors ensure that all cards are in the in service INSERV state by taking one of the following actions Enter display card all and press Enter Goto the Display Equipment screen Configuration Management gt Voice Equipment gt Display Equipment 16 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations 4 If cards are not in service either try to restore them or contact your Avaya support representative See Restoring cards and channels on page 41 for procedures that may bring cards back into service 5 If cards are in service go to the Channel Services screen Voice Equipment gt Voice Services gt Channel Services and verify that required voice response applications are assigned to the appropriate channels 6 If Speech Recognition or Text to Speech are in use make sure that those applications are working and that servers running the applications ar
34. e accessible 7 Go to the Message Log Report screen Reports gt Message Log Report and check for messages indicating that the Transaction State Machine process TSM is respawning due to an excessive number of channels in the system The message MTC017 MTC_RESPAWN indicates respawning of a system maintenance process 8 If TSM is respawning due to an excessive number of channels reassign channels to another Avaya IR system or contact your Avaya support representative to order more channels Calls dropped The Avaya IR system can drop calls at the initial prompt or at any other time Calls dropped at initial prompt The IR system may drop calls when the initial prompt is playing if the prompt was recorded over background noise such as a fan or ventilation system The background noise may be detected as a dial tone following connection by the caller If this happens the call is dropped by the IR system To fix the problem re record the prompt without the background noise Note For sound quality you should record in an environment that is free of background noise All calls dropped Take these actions when all calls are dropped Note If you depend on a host system to provide information to callers refer to Host interaction problems on page 22 1 Go the Message Log Report screen Reports gt Message Log Report and scan it for messages related to the trouble Issue 1 0 June 2004 17 Troubleshooting Look for messa
35. e headless systems such as the 280R and the V240 that when the console is left disconnected for an extended period of time the system can stop sending output to the port where the console monitor would be connected Then when a monitor is reconnected to the port console messages are not sent to the monitor If this happens you may be able to log in to the system remotely to effect a graceful shutdown and restart of the system Console messages are then redirected to the monitor when the system comes back up If however you are not able to log in remotely you must power down the system manually by pressing the power switch button Because this problem involves a complete power down and restart of the system you should plan to do this during non peak hours if at all possible Checking cable connections Make sure that the cables that connect your IR system to other devices and systems are firmly in place and functioning properly 36 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations Sun Blade 150 cable connections The following figure shows where cables connect to the back of the back of the Sun Blade 150 platform Function and troubleshooting considerations Power connector Cable here provides power to the IR system Disconnection from the plug results in loss of power and function PCI card slots Cables here connect NMS cards to the MultiVantage DEFINITY system or to digital telephony lines Probl
36. ems here may interfere with receiving a handling calls USB connectors four Two of these connectors are reserved for the keyboard and mouse that are part of the country kit If a keyboard is not connected and the IR system is rebooted you might not be able to log into the IR system Your organization might use the remaining USB connectors for other purposes servers on the LAN If VoIP is in use a loose connection here may cause problems with call processing IEEE 1394 Fireware connectors two VGA video connector The cable connects the video monitor to the IR system Problems here may cause the video monitor to appear blank even though the IRsystem is still processing calls Parallel connector Serial connector RS 232 Cables here connect the IR system to the external modem which controls dial up access to the system for Avaya support technicians Problems here might mean that Avaya support technicians are unable to acccess the IR system for troubleshooting purposes Audio module connectors Twisted pair Ethernet connector Cable here connects the IR system to the LAN Problems here may interfere with access to voice response applications databases proxy speech servers and other IR system components that reside on Issue 1 0 June 2004 37 Troubleshooting Sun Fire 28 OR cable connections The following figure shows where cables connect to the back of the back of the Sun Fire 280R platform Function and
37. enBoot Diagnostics system performs root cause failure analysis on various IR devices by testing internal registers confirming subsystem integrity and verifying device functionality Refer to the service manual for your platform e Sun Blade 150 Service Manual e Sun Fire 280R Server Service Manual These documents are available in Avaya IR System Help under Print documents or from the Sun Web site http www sun com Restoring cards and channels Channels and voice operations cards on the IR system can go out of service for a variety of reasons When that happens following the procedures presented in this section may restore channels NMS cards or VOIP cards to service Most out of service conditions are the result of administration errors or intermittent problems rather than actual hardware failures By taking the time to troubleshoot you may be able to resolve the problem yourself When you troubleshoot problems with cards and channels bear in mind that as long as even one channel on a card is operating the card will be in the in service INSERV state If a card is out of service all channels connected to the card are not operating Restoring MANOOS cards and channels The MANOOS manually out of service state is the result of one of the following events e A user requested that the card or channel be taken out of service e An internal error put the card or channel in this state to allow for an attempted recovery To restore
38. ervices Dropped calls Troubleshooting overview From web administration go to the Feature Licensing screen Configuration Management gt Feature Licensing to identify the features licensed for the system Contact your Avaya support representative if you have renamed the IR system or to purchase more features if you require them From web administration go to Configuration Management gt System Control Stop and start the voice system Test the LAN connection See Checking LAN communications on page 30 for more information Work with your LAN administrator as needed to resolve the problem From web administration go to the Display Equipment screen Configuration Management gt Voice Equipment gt Display Equipment and check the system settings Make corrections as needed Assess the load and reduce it if necessary Manage better the performance of your system in the future Contact the vendor or internal staff who develop your applications Issue 1 0 June 2004 11 Troubleshooting Troubleshooting procedure If a problem develops with voice response operations follow this general procedure to resolve it 1 Go to the Message Log Report screen Reports gt Message Log Report and check for messages about events related to the problem Events may generate alarms The level of the alarm critical major or minor indicates the severity of the problem Follow repair procedur
39. es for any events related to the problem On the Message Log Report screen you may display repair procedures by using the Explain function Explanations of messages and related repair procedures are included in this online help as well If you cannot resolve the problem based on events and related repair procedures check the indications of the problem against information in Troubleshooting based on observations on page 15 and take action based on your findings there Before contacting others for assistance gather data on the problem Alarms received Application involved Type of channel protocol in use Type of card Type of switch System history related to the problem Contact other resources for assistance as needed Contact your Avaya support representative for problems related to IR system operations Application developer for problems related to voice response applications LAN administrator for problems with remote access that are not related to configuration of remote resources on the IR system Database administrator for problems with database functions Host support personnel for problems with host operations 12 Avaya IR R1 2 1 Troubleshooting Troubleshooting procedure Using IR system events The first step in the general troubleshooting procedure is to check for messages about events related to the problem This topic provides more information about troubleshooting based
40. g connections into service Once the connections are in service there is a good chance that the problem is not with the switch Voice response applications Voice response applications manage the interactions between callers and play the information that callers hear For successful operations voice response applications must perform a variety of tasks such as e Interpreting caller input and taking appropriate action e Communicating with hosts databases and proxy speech servers e Transferring values entered by callers to other applications e Providing information to callers in the form of recorded speech or speech generated through the Proxy Text to Speech feature As you can see voice response applications are central to the successful operation of an IR system Connections and communications Connections to other systems and the communications that take place across them are critical to smooth voice operations Major connections and communications are as follows e Digital lines and LAN connections that bring calls in from and send calls out to the public switched telephone network PSTN e Connections between any MultiVantage systems and the IR system e Connections from the back of the IR system to other devices and to the LAN e LAN connections between the IR system and servers that provide speech functions database information or both A breakdown in any of these connections can affect voice response operations Issue
41. ges that occurred just before and at the time when calls began dropping If calls are handled by VoIP look for the messages VOIP_DISABLED_CALL_PROC or VOIP_CALL_FORCE_CLEARED 2 Type who rpb and press Enter to display a log of system processes 3 Search for different time stamps on the processes Arecent date different from most of the others may indicate that the process respawned 4 If you find different time stamps record the situation that caused the problem and take steps to correct it Calls not transferred properly A transfer may fail simply because the number receiving the call is busy However if there are repeated problems with transfer operations the cause may be e Digits are being dialed incorrectly e The switch does does not support transfer operations e There are mismatches between the anticipated number of digits in an ANI or DID pass and the actual number received This situation applies to the R2MFC protocol only To resolve the problem 1 Ensure that digits are being dialed correctly a Type sysmon and press Enter to observe system operations b Observe transfer operations to determine if the correct digits are being dialed c If the wrong digits are being dialed make the required correction in the voice response application 2 If the correct digits are being dialed verify that the transfer number is valid and that the switch supports transfer operations 3 If the R2MFC protocol is in use try t
42. guration in the switch and make any required corrections Remove and restore the card again on the IR system Even if you have made no changes to the card configuration on the switch removing and restoring the card at this point may clear the problem If the card is still BROKEN busy out and release the card on the switch Remove and restore the card once more on the IR system If the card remains in the BROKEN state you need to find out more and then contact your Avaya support representative See Gathering data on card operations on page 46 for more information Issue 1 0 June 2004 45 Troubleshooting Gathering data on card operations Follow the procedures in this section to learn more about the exact nature of the problem Then contact your Avaya support representative for assistance in troubleshooting the card Displaying data on NMS cards To display information about NMS cards 1 Type trunkmon b card and press Enter to display information about a specific card card represents the number of the card you want to check The alarms column should show a steadily displayed entry of NONE and the Frame sync column should show a steadily displayed entry of OK If either of these entries is fluctuating between the identified values and another value note the other value for discussion with your Avaya support representative 2 Press Esc to return to the command line interface Displaying data on VoIP cards To
43. hat follows commands Funetons nmsboards Identifies NMS digital telephony boards their types E1 or T1 and their slot numbers pcidev Identifies board type and communicates with PCI files Can be run without having to configure an NMS board or run ctdaemon boardinf Provides detailed information on the board communicates with board and provides real time memory display Requires an installed NMS board and ctdaemon running Identifies trunk status shows95 Shows trunks ABCD bits being toggled and is a good tool for Loop or Wink E amp M protocols Requires an installed NMS board and ctdaemon running showcx95 Provides board timeslot information Requires an installed NMS board and ctdaemon running Identifies version of NMS software Checking card and channel states If you think a problem is caused by the failure or malfunction of an Avaya IR system channel NMS card or VoIP card you can check the state of the component To check card and channel states go to the Display Equipment screen Configuration Management gt Voice Equipment gt Display Equipment The IR system displays information about cards and channels which should show an in service INSERV state If cards and channels are not in the INSERV state you may be able to restore them See Restoring cards and channels on page 41 40 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations Performing root cause failure analysis The Sun Op
44. he card is found Note If there are problems with licensing there may be no usable channels on the card and the card will not be found when the display card command is run If the card is not found go to the Feature Licensing screen Configuration Management gt Feature Licensing and verify that there are enough Right to Use licenses RTUs for the channels supported by the card If you do not have an adequate number of RTUs for channels in operation contact your Avaya support representative to arrange to acquire more RTUs If RTUs are not an issue and the card is still not in service you may be able to bring it back into service by removing and restoring it See Removing and restoring cards on page 45 for more information Removing and restoring cards If the connection to a card is seated properly and the card is configured correctly try removing and restoring the card Repeat the remove and restore process anytime that you change a configuration parameter or reseat a cable Removing and restoring causes the IR system to attempt re initialization of the card To remove and restore a card 1 2 5 6 To remove the card type remove card card number and press Enter To restore the card type restore card card number and press Enter The IR system attempts to configure the card again The reconfiguration process may bring the card back into service If the card remains in the BROKEN state check the card confi
45. his replica was read successfully c Replica s location was in etc lvm mddb cf p Replica s location was patched in kernel m Replica is master this is replica selected as input Replica has device write errors Replica is active commits are occurring to this replica Replica had problem with master blocks Replica had problem with data blocks Replica had format problems Replica is too small to hold current data base Replica had device read errors Duwi vo se ow ll The Ws in the first column indicate that there is a problem writing to partitions on the secondary disk c1t1d0s4 If you want to check for additional disk status information you can run the metastat command on page 48 If you detect problems with the hard disk drive you must remove the failed drive and replace it with a good one For more information see Removing a failed hard disk drive Running the metastat command For additional disk status information when using Disk Mirroring you can run the metastat command To run the metastat command 1 If you are not logged in log in as root 2 At the command prompt enter metastat 48 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations The system displays detailed information for each metadevice virtual device similar to the following sample output dl M irror Submirror 0 dll State Okay Submirror 1 dl12 P R W S ati S S S Spare di2
46. ice response application and system administration 26 Connection and communication problems 9 Connections and communications 7 D Detecting incorrect IP addresses arp 34 Disabling disk mirroring 51 Displaying data on NMS cards 46 Displaying data on VoIP cards 46 Displaying network statistics netstat 34 Displaying packet route traceroute 35 E Execute UNIX command failed 28 F Fax text or file not found 22 G Gathering data on card operations 45 46 Gathering information on a problem 13 H Hardware malfunctions and failures 8 Host interaction problems 16 17 22 Host sessions recover repeatedly 22 Identifying possible causes of problems 10 Incorrect system administration 8 Inspecting the IR system platform 43 Interpreting negative fax values 21 Investigating call handling problems 16 Investigating database problems 28 Investigating fax problems 20 Investigating operations problems 16 Investigating system process problems 27 L Locating fax errors 21 Messages cut off 24 Monitoring Ethernet packets 33 Monitoring live operations 14 N No DTMF tones WINK protocol 19 No response for application with host interface 23 O Overloading 9 P Performing root cause failure analysis 41 47 Pinging server connections 33 Poor audio quality on VoIP calls 20 Possible malfunctions and errors 8 R Removing a faile
47. in the public realm explain how to analyze LAN problems e The Solaris operating system provides network troubleshooting tools e DEFINITY and MultiVantage systems have built in network troubleshooting tools Additionally you can receive help with troubleshooting server problems from your LAN administrator and from Avaya Before seeking assistance be sure to e Research the situation e Make sure that servers are administered correctly in the Avaya IR system Troubleshooting speech server disconnections To investigate the problem 30 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations Go to the Speech Server Status screen Feature Packages gt Speech and DPR Administration gt Display Status gt Speech Server Status to check server status and settings Select the desired speech server from the list and select Submit The system displays setting and status information for the server Verify that the correct ports server name and IP address are in use If you have recorded the server name and IP address on the R System Data Form refer to it now If there are errors in the configuration of the server take the following actions a Go to the appropriate proxy configuration screen and make the required corrections To correct speech recognition configuration errors go to the Speech Recognition or DPR Configuration screen Feature Packages gt Speech and DPR Administration gt Administration gt S
48. ive 89 336 EEC and Low Voltage Directive 73 23 EEC This equipment has been certified to meet CTR3 Basic Rate Interface BRI and CTR4 Primary Rate Interface PRI and subsets thereof in CTR12 and CTR13 as applicable Copies of these Declarations of Conformity DoCs signed by the Vice President of R amp D Avaya Inc can be obtained by contacting your local sales representative and are available on the following Web site http support avaya com Trademarks Avaya CONVERSANT and Intuity are registered trademarks of Avaya Inc Adobe and Adobe Acrobat are trademarks or registered trademarks of Adobe Systems Inc in the United States and in other countries U S Robotics and Sportster are registered trademarks of 3Com Corporation or its subsidiaries Alliance Generation is a registered trademark and NMS Communications Natural MicroSystems AG Natural Access NaturalFax are trademarks or service marks of NUS Communications Corporation or its subsidiaries Informix DB2 are registered trademarks of IBM Corporation Microsoft Windows and Windows NT are either registered trademarks or trademarks of Microsoft Corporation in the United States and or other countries Netscape is a registered trademark of Netscape Communications Corporation in the United States and other countries End users are not entitled to receive from Netscape any support warranty or documentation associated with the Netscape product unless they have paid for su
49. ket side the IP header Monitoring Ethernet packets The Sun Solaris operating system provides Watch Net and Watch Net All diagnostics that monitor Ethernet packets to identify good packets and packets with errors Refer to the service manual for your platform e Sun Fire V210 and V240 Servers Administration Guide e Sun Fire 280R Server Service Manual e Sun Blade 150 Service Manual Issue 1 0 June 2004 33 Troubleshooting These documents are available in Avaya IR System Help under Print documents or from the Sun Web site http www sun com Tracing LAN activities LAN trace utilities help you to understand how LAN communications are operating and identify problems Although the LAN trace utilities have the following disadvantages they are still very helpful e Only traffic on the subnet to which the IR system is attached can be traced e When traffic on the LAN is very heavy some packets might be lost because the server cannot keep up with the flow To better understand the results you might want to seek support from your Avaya support representative when running the LAN utilities Detecting incorrect IP addresses arp The arp command provides information about Ethernet IP address translation You can use the command to detect systems on the LAN that are configured with an incorrect IP address The table that follows identifies the different options and functions for the arp command Command Function S arp
50. lecommunications Security The final responsibility for securing both this system and its networked equipment rests with you an Avaya customer s system administrator your telecommunications peers and your managers Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to e Installation documents e System administration documents e Security documents e Hardware software based security tools e Shared information between you and your peers e Telecommunications security experts To prevent intrusions to your telecommunications equipment you and your peers should carefully program and configure e your Avaya provided telecommunications systems and their interfaces e your Avaya provided software applications as well as their underlying hardware software platforms and interfaces e any other equipment networked to your Avaya products 2 Avaya IR R1 2 1 Troubleshooting Federal Communications Commission Statements Part 15 Class A Statement Note This equipment has been tested and found to comply with the limits for a Class A digital device pursuant to Part 15 of the FCC Rules These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instruc
51. ng and Printing screen or the full path specified in the voice response application that the file exists e Caller did not receive the fax Consider manually transmitting the fax message to the caller by using the delivery number contained in the error message Host interaction problems This section contains very basic information on problems that might occur when a IR system interacts with a host system Most often you will work with the vendor of your host system to resolve these issues Host sessions recover repeatedly To resolve the problem 1 Go to the Message Log Report screen Reports gt Message Log Report and check for messages related to the trouble Alarms related to host interaction begin with the letters HOST and range in severity from minor to critical 2 Verify that a Transaction Base screen has been specified 3 Verify that the Login and Recovery sequences both keep the host session at a Transaction Base screen 22 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations No response for application with host interface A voice response application that relies on a host system for data might receive no answer intermittently or consistently To resolve the problem 1 Go to the Message Log Report screen Reports gt Message Log Report and check for events related to the trouble The event HOST001 HOST_NORESP should appear in the log 2 Follow the repair procedure for the event
52. o match the anticipated number of digits in an ANI or DID pass and the actual number received a Type sysmon and press Enter to observe system operations b Observe transfer operations to determine the number of digits passed in ANI and DID operations c Use the nms command to specify the correct number of digits Note It might not be possible to specify the correct number of digits for each call instance 18 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations No DTMF tones WINK protocol If voice response applications are not responding correctly to caller input you may suspect that DTMF tones the tones that identify the called number are missing For calls handled with the WINK start protocol run a trace to determine if the NMS card is receiving the tones To set up the trace 1 Set the following values in the cta cfg file Tracemode 1 Tracemask allevt Tracefile cta log Stop and start the voice system Review the ctdaemon file The system displays trace output Check the trace output to determine whether digits are being sent In the trace output the digits in parentheses for the val field identify digits sent In the sample trace output that follows val entries indicate that the digits 1 2 and 3 were sent The digit 3 is not significant and the val entries are in bold here to help you find them MESG Tue May 13 17 08 48 2003 pid 580 tid 578 ctahd 80000001
53. ollowing table describes common problems and suggests actions you can take to identify them Disconnection or poor Possible effects include Check the cable connections connection of cables to the See Checking cable e Monitor keyboard or connections on page 36 for mouse are not operating more information back of the IR system Speech functions and data resident on servers are not accessible 10 Avaya IR R1 2 1 Troubleshooting Inadequate or expired feature licensing Note Renaming the IR system may cause loss of feature licensing Calls not terminating on the IR system Poor communication or no communication with required servers across the LAN Incorrect system administration such as errors in channel assignments server assignments and other configuration information Inadequate system resources memory CPU disk Voice response application coding errors Affected features are not functioning or are not functioning as expected Callers hear a fast busy signal Possible effects include Response times for speech functions and data retrieval are slow interrupted or both Speech functions and data resident on servers are not accessible to voice response applications Degraded or non functional voice response services Poor response times speech breaks load related messages and alarms increased hold times and blocking of calls Degraded or non functional voice response s
54. on See Checking cable connections on page 36 for more information VoIP may use a network interface NIC card that is different from the one used by other web based processes for the Avaya IR system If this is the case check the connection for the card b If the connection is loose re seat it c Make note of other information about the card such as lit LEDs connection to the telephony switch for T1 E1 connections LAN status for VoIP connections and so forth 3 If you have reseated the connection go to the Display Equipment screen Configuration Management gt Voice Equipment gt Display Equipment to see if the card or channel is now in the INSERV state 4 lf the card or channel is still not in service contact your Avaya support representative about the problem and share the information you have gathered Restoring BROKEN NMS and VolP cards The BROKEN state can result from conditions other than actual malfunction of the card or channel For example the card or channel may be unconfigured or configured incorrectly Note that individual channels do not come up in the BROKEN state so the procedures in this section apply only to NMS and VoIP cards Inspecting the IR system platform When an NMS or VoIP card is in the BROKEN state inspect the IR system platform 1 If the BROKEN card is an NMS card there should be a card in the identified slot VoIP function is provided through the Ethernet connection so there will not
55. on events Events on the Avaya IR system are logged and alarms are generated when those events cause or might cause a problem with voice response operations To troubleshoot using Avaya IR system alarms and errors 1 When a problem arises check the Message Log Report screen Reports gt Message Log Reports for messages about events related to the situation Events include a time stamp event ID and brief explanatory text See the sample event that follows Mon May 12 00 15 05 2003 CDH CDH007 CDH _TRASUM trasum failed Reason Could not connect to the database 2 If you find events that are relevant to the problem view additional information on the event Additional information includes priority description and repair procedures You may display additional information by using the Explain option in the Message Log Report screen or by going to the online Help topic for the message 3 Follow the repair procedure for the event The repair procedure may provide specific instructions direct you to contact your Avaya support representative or link to other topics in the online Help or to other resources Gathering information on a problem The next step of the general procedure for troubleshooting is to gather information on the problem The topics in this section explain how to gather the information You may do this on your own or under the direction of an Avaya support representative Reviewing the Display
56. peech Proxy Administration gt Speech Recognition or DPR Configuration To correct text to speech configuration errors go to the Text to Speech Configuration screen Feature Packages gt Speech and DPR Administration gt Administration gt Text to Speech Configuration b Return to the Speech Server Status screen to see if the server status is in service INSERV If the server status is not INSERV go to the Solaris operating system and execute the ping command to test the connection If the ping command fails take the following actions a Verify that the LAN cables are correctly connected between the Avaya IR the server and the LAN hub where applicable b Make sure that the voice response application is referring to the correct server c Contact your LAN administrator to determine whether there are problems with the server or with network connections If no network problems exist check license administration on the remote server to ensure that the maximum number of licenses has not been exceeded If the server remains disconnected contact your Avaya technical support representative for assistance Troubleshooting database server disconnections To investigate the problem Issue 1 0 June 2004 31 Troubleshooting 1 Go to the JDBC Administration screen Configuration Management gt JDBC Administration to check server status and settings 2 Select the database data interface process DIP that interacts
57. re 12 Troubleshooting speech server disconnections 25 27 30 Typical causes of LAN problems 30 Typical fax problems 20 U UNIX commands failing or disk errors 27 Using commands 15 Using IR system events 13 Using Sun diagnostic tests 14 V vi editor causes core dump 28 Voice response applications 7 Voice system not answering 16 54 Avaya IR R1 2 1 Troubleshooting Index
58. reen Configuration Management gt Voice Equipment gt Voice Services gt Channel Services and make the required changes 26 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations Checking the server connection See Troubleshooting speech server disconnections on page 30 for a complete procedure on checking and testing the connection Checking for errors To check for errors 1 Go to the Message Log Report screen Reports gt Message Log Report and check for messages related to the trouble 2 Enter the following commands as needed to analyze operations Type trace tsm chan all tee tmp trace out and press Enter to trace all levels of operations for the call Type trace tsm chan date tee tmp trace out and press Enter to trace operations for the identified date Trace output will be prefixed by the date and timestamp Type trace tsm chan VROP tee tmp trace out and press Enter to trace voice response operations specifically The trace output from the above commands is sent to the console and to the file tmp trace out 3 Place a call to the server 4 Review the trace output for failure indications or error messages and take action to correct the problems Investigating system process problems Problems with system processes can affect callers and voice response operations causing speech breaks delays and interruptions in call handling UNIX commands failing or disk errors
59. ssage Log Report screen and cannot identify any events related to the problem e The suggested repair procedure for the event does not completely resolve the problem e Further investigation is required such as when you are investigating an intermittent problem Issue 1 0 June 2004 15 Troubleshooting Investigating operations problems Problems central to voice response functions can affect business operations and may result in missed calls and caller frustration Most of the problems described in this section require prompt attention To investigate these problems you should have a good understanding of the Requirements for successful operations on page 6 Investigating call handling problems Call handling problems include issues related to responding to and transferring voice and fax calls This section provides information on various problems that might happen Voice system not answering The voice system will not take calls The voice system rings but does not answer or the voice system is busy Note If you depend on a host system for caller services refer to Host interaction problems on page 22 To check on possible causes of the problem 1 Determine whether the voice response application required for the service is running If the application is a permanent process use the Solaris ps command to list the running processes and look for the application process If the application is started on demand th
60. system to send copies of RTCP packets to a VoIP Monitoring Manager VMM which is a call quality monitoring application for calls that use packet forwarding technology VMM helps you to identify audio quality problems and take steps to resolve them Touchtone not interpreted correctly If touchtone is not working properly e Verify that the action to collect data from the caller matches the intended use in the voice response application e If there is no problem with the action and its usage in the voice response application contact your Avaya support representative for assistance Investigating fax problems Fax problems are often caused by simple errors so understanding the common causes of problems saves you time If you need to investigate further the Avaya IR system provides detailed information on fax processes Typical fax problems The most common reasons that a fax is not sent are 20 Avaya IR R1 2 1 Troubleshooting Troubleshooting based on observations e The remote fax machine is busy or out of paper e There is no fax machine at the remote number Once you have checked these two possibilities troubleshoot fax problems using the information in this section Locating fax errors For internal errors 1 Check for fax errors by taking one of the following actions Go to the Message Log Report Reports gt Message Log Report and check for fax errors or Type trace date FAXOOC sbFaxProc NMSIP chan are
61. t aspect of troubleshooting You might need to work with your LAN administrator to completely investigate LAN problems Issue 1 0 June 2004 29 Troubleshooting Checking LAN communications To support voice response operations an Avaya IR system may communicate with remote servers that store databases with proxy servers for Text to Speech and speech recognition or both Using servers outside the IR system provides flexibility and increased storage capacity However problems with LANs and with servers can interrupt or stop access to required functions Understanding how to check LAN communications helps you to identify the cause of voice response problems faster when servers are involved If the VoIP feature is used LAN operations are critical to transmitting calls With VoIP the goal of troubleshooting the network is to enable the DEFINITY or MultiVantage system and the Avaya IR system to communicate with each other using the UDP and TCP protocols on the network Typical causes of LAN problems The following are typical causes of problems with server communications over the LAN e Incorrect administration of server communication settings such as IP addresses e Breakdowns in the LAN system or malfunction of the server itself e Overloading the Avaya IR system or the LAN Resources for LAN troubleshooting The following resources are available to help you troubleshoot problems with LAN communications e Technical books and Web sites
62. telecommunications equipment includes both this Avaya product and any other voice data video equipment that could be accessed via this Avaya product that is networked equipment An outside party is anyone who is not a corporate employee agent subcontractor or working on your company s behalf Whereas a malicious party is anyone including someone who may be otherwise authorized who accesses your telecommunications equipment with either malicious or mischievous intent Such intrusions may be either to through synchronous time multiplexed and or circuit based or asynchronous character message or packet based equipment or interfaces for reasons of e Utilization of capabilities special to the accessed equipment e Theft such as of intellectual property financial assets or toll facility access e Eavesdropping privacy invasions to humans e Mischief troubling but apparently innocuous tampering e Harm such as harmful tampering data loss or alteration regardless of motive or intent Be aware that there may be a risk of unauthorized intrusions associated with your system and or its networked equipment Also realize that if such an intrusion should occur it could result in a variety of losses to your company including but not limited to human data privacy intellectual property material assets financial resources labor costs and or legal costs Your Responsibility for Your Company s Te
63. ter The system displays the Space Allocated screen 2 Compare the value in the EXTENTS column to the value in the MAX_EXTENTS column If the value in the EXTENTS column is greater than or equal to the value in the MAX_EXTENTS column the table has reached its maximum size 3 Redefine the database table storage if necessary Note Contact your internal database administrator or your database vendor for help with this and other database tasks A word about the Tomcat server log In Avaya IR Release 1 2 1 the Web Administration tool uses Tomcat as both the Web server and servlet engine Tomcat periodically writes data to a log on the Avaya IR server Since the Tomcat server does not provide a method internally to delete old data it continually adds to this data and will continue to do so unless cleaned up from time to time We recommend that you check these log files on a regular basis and delete old data files when the size of the log file directory gets too large This file can be found at the following location webadmijakarta tomcat 5 0 18 logs localhost_log lt yyyy mm dd gt txt where lt yyyy mm dad gt is the date of the last time time the log was written to For example if the last date the log was written to was May 7 2004 then the name of the log file would be localhost_log 2004 05 07 txt Checking communications Because voice system functions may be reliant on servers checking LAN communications is an importan
64. tion manual may cause harmful interference to radio communications Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at his own expense Part 68 Answer Supervision Signaling Allowing this equipment to be operated in a manner that does not provide proper answer supervision signaling is in violation of Part 68 rules This equipment returns answer supervision signals to the public switched network when e answered by the called station e answered by the attendant or e routed to a recorded announcement that can be administered by the CPE user This equipment returns answer supervision signals on all direct inward dialed DID calls forwarded back to the public switched telephone network Permissible exceptions are e A call is unanswered e A busy tone is received e A reorder tone is received Canadian Department of Communications DOC Interference Information This Class A digital apparatus complies with Canadian ICES 003 Cet appareil num rique de la classe A est conforme la norme NMB 003 du Canada European Union Declarations of Conformity Avaya Inc declares that the switch equipment specified in this document bearing the CE Conformit Europe nne mark conforms to the European Union Radio and Telecommunications Terminal Equipment Directive 1999 5 EC including the Electromagnetic Compatibility Direct
65. ublic switched telephone network PSTN Calls from the PSTN can reach the IR system in one of three ways e AMultiVantage DEFINITY system receives the calls from the PSTN and passes them to the IR system through direct digital connections between the two systems e AnIP enabled DEFINITY or MultiVantage system receives calls from the PSTN converts them to packet based signals and sends them to the IR system over a Local Area Network LAN connection e Calls come from the PSTN directly to the IR system through digital connections For successful voice response operations all of the connections described above and the telephony network that supports them including central offices must be working and free from errors Issue 1 0 June 2004 6 Troubleshooting overview Switches IR systems can be linked to DEFINITY or MultiVantage systems that route calls to and from the IR system and perform call handling functions For successful operations switches must be free of hardware problems and must be administered correctly Additionally connections between the switch and the IR system must be operating properly and not be overloaded DEFINITY and MultiVantage systems come with a comprehensive set of self tests that you can use to troubleshoot problems with the switch and with connections such as trunks Procedures are documented in detail in the various administration manuals Switch troubleshooting should be done with the aim of bringin
66. with the server in question The system displays the JDBC Administration Edit screen 3 Check the DIP settings particularly those for ports hostname and DB name and make any required corrections If multiple DIPs interact with the server you must check them separately 4 Click Test to check communications between the Avaya IR system and the database server The connection between the Avaya IR system and the database server is tested and the results are reported If the connection is not working the related error message is included in the output 5 Continue checking settings testing connections and making corrections for all DIPs that communicate with the database server 6 If the database server is still not responding take the following actions a Check the etc hosts file to make sure that it has the correct IP address and name for the server b Verify that the LAN cables are correctly connected between the Avaya IR system the server and the LAN hub where applicable c Make sure that the voice response application is referring to the correct server d Contact your LAN administrator to determine whether there are problems with the server or with network connections 7 If the etc hosts file is correct and no network problems exist check license administration on the remote server to ensure that the maximum number of licenses has not been exceeded 8 If the server remains disconnected contact your Avay
67. ystem exhibits performance problems Causes of system overloaded include Voice response applications that use system resources inefficiently or are too complex or lengthy Excessive system processes that are external to voice response operations e LAN overloading may result from competition with other processes for LAN capacity The result can be delays and breaks in the availability of required data and functions If the call load increases beyond the capacity of the IR system call handling problems are likely to occur Anew system or re routing of calls is generally required Issue 1 0 June 2004 9 Troubleshooting Speech The IR system provides information to callers through recorded or generated speech For successful operation e Recorded speech must exist be of acceptable quality and be accessible to voice response applications e Generated speech must be constructed properly by the Proxy Text to Speech feature and the voice response application e Recorded speech must be transferred from a server so that the application can play it for the caller Communication between the IR system and the server or host must be adequate to deliver speech in a timely manner Identifying possible causes of problems Generally you will work with Avaya support representatives to identify the cause of the problem and correct it However you may find that some problems are easy to identify and resolve on your own The f

Download Pdf Manuals

Related Search

Troubleshooting troubleshooting troubleshooting meaning troubleshooting hardware and devices troubleshooting printer troubleshooting settings troubleshooting windows 11 troubleshooting synonym troubleshooting guide troubleshooting keyboard troubleshooting control panel troubleshooting steps troubleshooting camera troubleshooting bluetooth troubleshooting printer not printing troubleshooting methodology troubleshooting mouse troubleshooting microphone troubleshooting 1202 events troubleshooting tool troubleshooting att troubleshooting windows 10 troubleshooting ms office installing troubleshooting electric hot water heater troubleshooting installing office troubleshooting traduzione

Related Contents

  Smeg KSEG54X-1    Eglo TABBIO  Bedienungsanleitung  User-Service Manual    Samsung SMART CAMERA NX20 User Manual  COMMUNIQUE DE PRESSE GEIQ BTP 81 Un outil de  Guitare, hasard, alchimie, élixir  

Copyright © All rights reserved. Failed to retrieve file