Avaya 2 manual

Issue 1.0 April 2006 1 Avaya™ Interactive Response Release 2.0 Troubleshooting issue 1.0 Publication Date: April 2006[...]

Issue 1.0 April 2006 2 © 2005 - 2006 Avay a Inc. All Right s Reserved. Notice While reasonable ef forts we re made to ensure that the information in this document was complete and accura te at the time o f pri nting, Avaya Inc. can assume no liability for any error s . Changes and correction s to the information in this do cument might be inco rpo[...]

Troubleshooting overvi ew Issue 1.0 April 2006 3 Be aware that there might be a risk of unauthorized intrusions associated w ith your system and/or it s networked equi pment. Also realize that, if such an intrusion should occur , it might r esult in a v ariet y of losses to your comp any (including but not limited to, h uman/data privacy , intelle [...]

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Issue 1.0 April 2006 5 Contents Troubleshooting ................................................................................................................ ..... 6 Troubleshooting overview ............................................................................................... 6 Requirements for successful operations ...................[...]

Contents 6 Avaya IR R2.0 Troubleshooting T roubleshooting An Av aya IR system interacts with other syst ems and relies o n 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 Av ay[...]

Contents Issue 1.0 April 2006 7 • An IP-enabled DEFINITY or MultiV antage system receives calls from the PSTN, convert s them to packet-based signals, and sends them to the IR system over a Local Area Network (LAN) connection. • Calls come from the PSTN directly to the IR system through digital connections. For successful voice response operati[...]

Contents 8 Avaya IR R2.0 Troubleshooting • Digital lines and LAN connections th at bring calls in from and send calls out to the public switched telephone network (PSTN) • Connections between any MultiV an tage systems and the IR system • Connections from the back of the IR sy stem to other devices, and to the LAN • LAN connections between [...]

Contents Issue 1.0 April 2006 9 • TCIP/IP connections bet ween 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 devast ating to operations. For instance, an applicat ion may call for the playing of recorded [...]

Contents 10 Avaya IR R2.0 Troubleshoo ting • LAN overloading may result from competition with other processes for LAN capacity . The result can be delays and breaks in the availability of required dat a and functions. If the call load increases beyond the cap acity of the IR system, call handling problems are likely to occur . A new system, or re[...]

Contents Issue 1.0 April 2006 11 Inadequate or expired feature licensing Note: Renaming the IR system may cause loss of feature licensing. Affected features are not functioning, or are not functioning as expected. • From web administration, go to the Feature Licensing screen (Configuration Management > Feature Licensing) to identify the featur[...]

Contents 12 Avaya IR R2.0 Troubleshoo ting T roubleshooting procedure If a problem develops with voice response operations, follow t h is general procedure to resolve it: 1. Go to the Message Log Report screen (Reports > Message Log Report) and check f or messages about events related to th e problem. Events may generate alarms. The level of the[...]

Contents Issue 1.0 April 2006 13 Using IR system event s The first step in the general troubleshooting procedure is to check for messages about event s related to the problem. This topic pr ovides more information about troubleshooting based on events. Events on the A vaya IR system are logged, and alarms are generated when those events cause or mi[...]

Contents 14 Avaya IR R2.0 Troubleshoo ting • Services (voice response applications) assigned to channels • Service state The following table sho ws state descriptions and their meanings. State Meaning INSERV In service MANOOS Manually out of service FOOS Facility out of service BROKEN Not functioning, possibly needing replacement Monitoring liv[...]

Contents Issue 1.0 April 2006 15 • V alidation T est System (VTS) to test and validate major hardware components • OpenBoot Diagnostics system to perform root cause failure analysis on various IR devices • PROM Diagnostics to check system processes, such as the error rate and type for Ethernet packet s Sun Fire V210 and V240 Servers Administr[...]

Contents 16 Avaya IR R2.0 Troubleshoo ting Investigating operations problems Problems central to voice response functions can af fect business operations and may result in missed calls and caller frustration. Most of the problems described in this section require prompt attention. T o investigate these problems, you should have a good underst andin[...]

Contents Issue 1.0 April 2006 17 4. If cards are not in service, either try to restore them or cont act your A vaya support representative. See Restoring cards and channels on p age 48 for procedures that may bring cards back into service. 5. If cards are in service, go to the Channel Services screen (V oice Equipment > V oice Services > Chan[...]

Contents 18 Avaya IR R2.0 Troubleshoo ting Look for messages that occurred just before and at the time when calls began dropping. If calls are handled by V o IP , look for the messages VOIP_DISABLED_CALL_PROC or VOIP_CALL_FORCE_CLEARED. 2. T ype who -rpb and press Enter to display a log of system processes. 3. Search for different time st amps on t[...]

Contents Issue 1.0 April 2006 19 No DTMF tones (WINK protocol) If voice response applications are not responding correctly to caller inpu t, 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 tr ace to determine if the NMS card is receiving the tones. T o se[...]

Contents 20 Avaya IR R2.0 Troubleshoo ting 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 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)[...]

Contents Issue 1.0 April 2006 21 • 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 followin g actions: ― Go to the Message Log Report ( Report s >[...]

Contents 22 Avaya IR R2.0 Troubleshoo ting -20 Subprog to sbFaxHpr failed (internal). -21 IRAPI call failed (internal). -23 Wrong subprog message was received (internal). -24 Max. sbFaxHpr instances was reach ed (internal). Reviewing fax rep air procedures When problems arise with fax operations, the Message Log Report screen might display various [...]

Contents Issue 1.0 April 2006 23 No response for applicat ion with host interface A voice response application that relies on a host system for data might receive no answer intermittently or consistently . T o resolve the problem: 1. Go to the Message Log Report screen ( Report s > Message Log Report ) and check for events related to the trouble[...]

Contents 24 Avaya IR R2.0 Troubleshoo ting 1. Go to the S peech Resource S tatus screen ( Features > S peech and DPR Administration > Display S t atus > Speech Resource S tatus ), select a speech resource type from the drop-down list, and select Submit . The configuration listing for the select ed type of speech resource is displayed. 2. R[...]

Contents Issue 1.0 April 2006 25 Go to the S peech Recognition or DPR Configuration screen (Feature Packages > S peech and DPR Administration > Administration > S peech Proxy Administration > S peech Recognition Administration > S peech Recognition or DPR Configuration) and administer a server . Speech server not running For earlier [...]

Contents 26 Avaya IR R2.0 Troubleshoo ting • If you want to use the OSR 1.x confidence score scale, set the attribute swirec_backward_compatible_confidence_scor es to 1.1 in the OSR server user configuration file. Refer to the Scansof t OSR 2. x reference manual for further information. • If you want to use the OSR 2.x confidence score but you [...]

Contents Issue 1.0 April 2006 27 Checking the server connection See T roubleshooting speech server disconnections on page 37 for a complete procedure on checking and testing the connection. Checking for errors T o check for errors: 1. Go to the Message Log Report screen (Reports > Message Log Report) and check f or messages related to the troubl[...]

Contents 28 Avaya IR R2.0 Troubleshoo ting • RTP uses a base port of 10,000 The MRCP configuration file Installing the MRCP feature on Avaya IR creates a configuration file (/vs/sproxy/cfg/mrcp.cfg) and the default settings shown in the following t able. The configuration file set s parameters for the por ts used for signaling and the timing inte[...]

Contents Issue 1.0 April 2006 29 RTSPNoActivityTimeout The number of seconds Avaya IR will wait for a response from an MRCP server before sendi ng a DESCRIBE message as a test of the connection. If a second timeout interval elapses with no response, Avaya IR decides that the server or the connection is out of service. It then place s the server int[...]

Contents 30 Avaya IR R2.0 Troubleshoo ting BuiltinLocale A setting that indicates the language to be used for built-in ASR grammars such as numbe rs or phone numbers. In Avaya IR release 1.2.1 and release 1.3, the IBM WVS supports only one language at a time but does offer several different language s. Refer to the IBM WVS documentation for the ful[...]

Contents Issue 1.0 April 2006 31 ASR Servers Server Name Base Port Numb er IBM WVS <hostname>/media/reco gnizer 554 Scansoft SWMS <hostname>/media/spe echrecognizer 4900 Nuance MRCP Server <hostname>/recognizer 554 TTS Servers Server Name Base Port Numb er IBM WVS <hostname>/media/synt hesizer 554 Scansoft SWMS <hostname&[...]

Contents 32 Avaya IR R2.0 Troubleshoo ting Text-to-Speech output is not heard If TTS output does not play in an application, use the following procedure to investigat e the problem. T o investigate the problem: 1. Check for allocation errors (TTS008) in the error log. This error indicates that a request for a TTS resource was denied, and the associ[...]

Contents Issue 1.0 April 2006 33 T ext-to-S peech problems This section describes how to find and resolve problems related to the T ext-to-S peech (TTS) feature. Speechify or RealSpeak TTS port state stays INSERV when LAN is down The S peechWorks S peechify or RealS peak proxy software on the A vaya IR system does not detect when the LAN connection[...]

Contents 34 Avaya IR R2.0 Troubleshoo ting d) The system displays the Component Services window . e) On the T ree tab, select Services (Local) . f) Select the T ext-to-S peech service from the list of services in the lower-right window . g) From the Action menu, select Sto p . h) The St atus of the service is blank. i) From the Action menu, select [...]

Contents Issue 1.0 April 2006 35 Dat abase problems If you are using databases on the LA N, communications problems with those databases may affect voice operations. Troubleshooting dat abase server disconnections on page 38 covers what to do when the IR system is not communicating with the database server at all. The following topics explain how t[...]

Contents 36 Avaya IR R2.0 Troubleshoo ting 3. Redefine the database t able storage, if necessary . Note: Contact your internal dat abase administrator or your database vendor for help with this and other database t asks. A word about the T omcat server log In Av aya IR Release 2.0, the Web Administration tool uses T omcat as both the W eb server an[...]

Contents Issue 1.0 April 2006 37 network is to enable the DEFINITY or MultiV antage system and the Av aya IR system to communicate with each other using the UDP and TCP protocols on the network. T ypical causes of LAN pr oblems The following are typical causes of problems with server communications over the LAN: • Incorrect administration of serv[...]

Contents 38 Avaya IR R2.0 Troubleshoo ting a) Go to the appropriate proxy configuration screen and make the required corrections. T o correct speech recognition configuration errors, go to the S peech Recognition or DPR Configuration screen (Feature Packages > S peech and DPR Administration > Administration > S peech Proxy Administration &[...]

Contents Issue 1.0 April 2006 39 The connection between the A vaya I R system and the database server is tested and t he results are reported. If t he 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 datab[...]

Contents 40 Avaya IR R2.0 Troubleshoo ting Pinging server connections The ping command indicates whether a remote host can be reached. It can also display statistics about p acket 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. Attribute Function[...]

Contents Issue 1.0 April 2006 41 • When traffic on the LAN is very heavy , some packet s might be lost because the server cannot keep up with the flow . T o better understand the result s, you might want to seek support from your Avaya support representative when running the LAN utilities. Detecting incorrect IP addresses (arp) The arp command pr[...]

Contents 42 Avaya IR R2.0 Troubleshoo ting -r Display the routing tables. -s Display the per-protocol statistics. -v Display additional information for the sockets and the routing table. -I interface Display the state of a particular interface. -M Display the multicast routing tables. -P protocol Limit the display of statistics or state of all sock[...]

Contents Issue 1.0 April 2006 43 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 a nd components. Resolving a probl em when th e monitor does not display It has been observed on Sun Fire headless systems (such as the 280[...]

Contents 44 Avaya IR R2.0 Troubleshoo ting Label Function and troubleshooting con siderations 1 Power connector - Cabl e provides powe r to the IR system. Disconnection from the plug results in loss of power and function. 2 PCI card slots - Cables connect NMS card s to the MultiVantage (DEFINITY) system or to digital telephony lines. Problems he re[...]

Contents Issue 1.0 April 2006 45 Sun Fire 280R cable connections The following figure shows where cables connect to the back of the back of the Sun Fire 280R platform. Label Function and Troubleshooting Consi derations 1 PCI card slots - Cables connect NMS card s to the MultiVantage (DEFINITY) system or to digital telephony lines. Problems he re ma[...]

Contents 46 Avaya IR R2.0 Troubleshoo ting 8 Twisted-pair Ethernet connector - Cabl e connects the IR sys tem to the LAN. Problems here may interfere with access to voice resp onse applications, databases, proxy speech servers, and other IR syste m components that reside on servers on the LAN. If VoIP is in use, a loose connection here m ay cause p[...]

Contents Issue 1.0 April 2006 47 Checking NMS card confi guration Check the configuration of the NMS card or cards with the commands described in the t able that follows. Commands Functions nmsboards Identifies NMS digital tel ephony boards, their types (E1 or T1), and their slot numbers. pcidev Identifies board type and communicates with PCI files[...]

Contents 48 Avaya IR R2.0 Troubleshoo ting Performing root cause failure analysis The Sun OpenBoot Diagnostics system performs root cause failure analysis on various IR devices by testing internal registers, conf irming subsystem integrity , and verifying device functionality . Refer to the service manual for your platform: • Sun Blade 150 Servic[...]

Contents Issue 1.0 April 2006 49 Restoring NETOOS cards and channels The NETOOS st ate indicates that the card or channel was taken out of serv ice by some network or physical channel error . This state refers only to channels that are defined as PRI protocol. T o restore a card in the NETOOS st ate: 1. Go to the Message Log Report screen (Reports [...]

Contents 50 Avaya IR R2.0 Troubleshoo ting 2. Check connections and indicators on the back o f the IR system and reseat the connection, if necessary: a) Check the physical connection to the card and determine if it is seated cor rectly . The card should not have worked its way out of the connection. See Checking ca ble connections on p age 43 for m[...]

Contents Issue 1.0 April 2006 51 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 it s way out of the connection. See Checking c on page 43able connections for m ore information. 4. If the connection is loose, re-seat it. 5. If you have reseated the connection, go to the[...]

Contents 52 Avaya IR R2.0 Troubleshoo ting 4. If the card is still not in service, type display card card _number and press Enter and verify that the card is found. Note: i 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. 5. If the card is not fou[...]

Contents Issue 1.0 April 2006 53 Gathering dat a 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 assist ance in troubleshooting the card. Displaying data on NMS cards T o display information about NMS cards: 1. T ype trunkmon-b card# and[...]

Contents 54 Avaya IR R2.0 Troubleshoo ting Performing root cause failure analysis The Sun OpenBoot Diagnostics system performs root cause failure analysis on various IR devices by testing internal registers, conf irming subsystem integrity , and verifying device functionality . Refer to the service manual for your platform: ― Sun Fire V240 Server[...]

Contents Issue 1.0 April 2006 55 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 W p l 16 1034 /dev/dsk/c1t1d0s4 W p l 1050 1034 /dev/dsk/c1t1d0s4 W p l 2084 1034 /dev/dsk/c1t1d0s4 W p l 3118 1034 /dev/dsk/c1t1d0s4 W p l 4152 1034 /dev/dsk/c1t1d0s4 W p l[...]

Contents 56 Avaya IR R2.0 Troubleshoo ting The system displays detailed information for each met adevic e (virtual device) similar to the following sample output: d1: Mirror Submirror 0: d11 State: Okay Submirror 1: d12 State: Okay Pass: 2 Read option: roundrobin (default) Write option: parallel (default) Size: 4202688 blocks d11: Submirror of d1 S[...]

Contents Issue 1.0 April 2006 57 2. At the command prompt, enter stop_vs . The voice system stops. 3. Enter mirror_admin detach. The system displays the following prompt: Prompt for hard disk drive to detach 4. T ype the number that corresponds to the hard disk drive to det ach and press Enter . The system detaches all submirrors from the failed ha[...]

Contents 58 Avaya IR R2.0 Troubleshoo ting Restoring the system if both hard dis k drives fail If both hard disk drives fail, af ter replacing the hard disk drives, you must do one of the following: • Rebuild your system from CD media. • Rebuild your system by restoring the syst em from a backup, which may be preferable if you have applications[...]

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Issue 1.0 April 2006 61 Index A A word about the Tomcat server log • 36 Activating disk mirroring for a new hard disk drive • 57 All calls dropped • 17 All ports BROKEN on speech server • 24 Application errors • 9 Automatic Speech Recognition fails • 32 C Call-handlin g problems • 16 Calls dropped • 17 Calls dropped at initial promp[...]

Index 62 Avaya IR R2.0 Troubleshoo ting Restoring BROKEN NMS and VoIP cards • 50 Restoring cards and channels • 17, 47, 48 Restoring FOOS cards and chann els • 49 Restoring MANOOS cards and channels • 48 Restoring NETOOS cards and channels • 49 Restoring the system if bot h hard disk drives fail • 58 Reviewing fax repair procedur es •[...]