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Avaya 2 Telephone User Manual

1. 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 subsystem 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 Fax problems Fax problems are often caused by simple errors so understanding the common causes of problems will help you resolve them Typical fax problems The most common reasons
2. Go to the Display Equipment screen Configuration Management gt Voice Equipment gt Display Equipment 16 Avaya IR R2 0 Troubleshooting Contents 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 48 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 are 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 ba
3. 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 R2 0 Troubleshooting Contents 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 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 CDD _TRASUM trasum failed Reason Could not connect to the database 2 If you find events that are relevant to the problem view additional informa
4. 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 a channel or card in the MANOOS state 1 Type restore channel channel Zor restore 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 48 Avaya IR R2 0 Troubleshooting Contents 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
5. Contents TROUDIESNOOUIING E 6 eene let ee EE 6 Requirements for successful Operations cccccccccceccceeecececeeceeeeeeeeeeeeeeeeeeeeeeeeenas 6 Possible malfunctions and Grrors c cceceeeseeeeseccnceeeeeeeeessneeceneceeeeeesessseaconneneetens 8 Identifying possible causes Of problems cee cee seeeeeeeeeeeeeeenenneeeeeeeeeeeeenteneeeeeeeeeeees 10 TROUBIESNOOUNG PhO CCAS EE 12 Using IR EE 13 Gathering information on a problem cccccceeeeseceeeeeeceeeeeneenesseeeeeeeeeeseeessenneceenes 13 Troubleshooting based on observations 2 ccccceeeeeuesesteceeeeeeeeeeeeeseeteteneeeeeeeseenees 15 Investigating Operations Problems wic se d Sst eleecstoonsdteered atten DEER 16 Checking COMMUMICAT ONS wi cccskivediaehcccevetariedentgeceniieennievegdase elacxnbeaxaduasebua etetkdel ennt 36 lees IC 43 NOK e dee atasieeciciisnie cai eccuvranicewena E E act vices we ateabils E GENEE eer nek 61 Issue 1 0 April 2006 5 Contents 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 specifi
6. 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 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 April 2006 19 Contents MESG Tue May 13 17 08 48 2003 pid 580 tid 578 ctahd 80000001 CTATEST uid 0 tag 14001 sev 0
7. 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 April 2006 11 Contents 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 procedures 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
8. application is not assigned to the channel e Aproxy 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 2 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 3 If the correct service is not assigned go to the Channel Services screen Configuration Management gt Voice Equipment gt Voice Services gt Channel Services and make the required changes 26 Avaya IR R2 0 Troubleshooting Contents Checking the server connection See Troubleshooting speech server disconnections on page 37 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
9. as the disk to replace The system automatically reboots and then starts to synchronize the hard disk drives The secondary hard disk is partitioned and synchronized to the primary hard disk It takes approximately 20 minutes for each 10 GB to copy data to the secondary hard disk 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 58 Avaya IR R2 0 Troubleshooting Contents Issue 1 0 April 2006 59 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 Cc Call handling problems 16 Calls dropped 17 Calls dropped at initial prompt 17 Calls not transferred properly 18 Calls to host dropped 23 Cannot configure speech recognition 24 Checking cable connections 10 43 49 50 51 Checking card administration 51 Checking card and channel states 47 Checking communications 36 Checking for errors 27 Checking for hard disk drive failures 54 Checking hardware 43 Checking JDBC operations 35 Checking LAN communications 11 31 36 Checking NMS card configuration 47 51 Checking Oracle object s
10. 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 Solaris based you also can run Solaris commands that check devices processes and files Troubleshooting based on observations Troubleshoot based on observations when e You have reviewed the Message 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 April 2006 15 Contents 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 Call handling problems
11. 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 Sun Blade 150 cable connections The following figure shows where cables connect to the back of the back of the Sun Blade 150 platform Issue 1 0 April 2006 43 Contents Function and troubleshooting considerations Power connector Cable provides power to the IR system Disconnection from the plug results in loss of power and function PCI card slots Cables connect NMS cards to the MultiVantage DEFINITY system or to digital telephony lines Problems here may interfere with receiving and 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 Twisted pair Ethernet connector Cable 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 IEEE 1394 Fireware connectors two VGA video connector The cable connects the video monitor to the IR
12. systems to communicate with each other over the dedicated LAN hub Use the ping command to verify that the server responds If none of these solutions work contact your field support representative Issue 1 0 April 2006 39 Contents 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 te runcion o o o za serme so pEBUG soaeropien SSCSC C S S S Za bispe e rework adresses as numos CS Z Bypass the norat ruing tabes and send cea a Paston an atached rework n Sette record routs option and siare the Toute ofthe packet ins 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 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 f
13. 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 MRCP problems This section describes how to find and resolve problems related to the MRCP feature MRCP connections and protocols Avaya IR communicates with MRCP servers using the following protocols e Signaling requests for call set up and tear down between servers use Real time Streaming Protocol RTSP connections e Audio data speech delivered to an ASR engine for recognition and synthesized speech delivered from a TTS engine is carried over a Real time Transport Protocol RTP connection The two protocols use different ports and port ranges For IBM WVS servers and typically other MRCP compliant vendor engines e RTSP uses a base port of 554 Issue 1 0 April 2006 27 Contents e 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 table The configuration file sets parameters for the ports used for signaling and the timing intervals that Avaya IR uses to determine if it ha
14. 40 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 46 Avaya IR R2 0 Troubleshooting Contents Checking NMS card configuration Check the configuration of the NMS card or cards with the commands described in the table that follows commands funetons O 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
15. 5186 1034 dev dsk c1t0d0s4 a p luo 6220 1034 dev dsk c1t0d0s4 a p luo 7254 1034 dev dsk c1t0d0s4 d p J 16 1034 dev dsk clt1d0s4 d D 1050 1034 dev dsk cit1d0s4 d p 2084 1034 dev dsk clt1d0s4 d D 3118 1034 dev dsk cit1d0s4 d p 4152 1034 dev dsk c1t1d0s4 d D 5186 1034 dev dsk cit1d0s4 d D 6220 1034 dev dsk cit1d0s4 d p 7254 1034 dev dsk c1t1d0s4 Replica active prior to last mddb configuration change Replica is up to date Locator for this replica was read successfully Replica s location was in etc lvm mddb cf Replica s location was patched in kernel 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 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 55 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 on page 56 Running the metastat command For additional disk status information when using Disk Mirroring you can run the metastat comm
16. AVAYA Avaya Interactive Response Release 2 0 Troubleshooting issue 1 0 Publication Date April 2006 Issue 1 0 April 2006 1 2005 2006 Avaya Inc All Rights Reserved Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing Avaya Inc can assume no liability for any errors Changes and corrections to the information in this document might be incorporated in future releases Documentation disclaimer Avaya Inc is not responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya Customer and or End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by the Customer or End User Link disclaimer Avaya Inc is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation and Avaya does not necessarily endorse the products services or information described or offered within them We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages Warranty Avaya Inc provides a limited warranty on thi
17. Call handling problems include issues related to responding to and transferring voice and fax calls This section provides information about how to resolve various call handling problems 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 the 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
18. 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 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 43 for more information b 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 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 ou
19. abor costs and or legal costs Responsibility for Your Company s Telecommunications Security The final responsibility for securing both this system and its networked equipment rests with you Avaya s customer 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 Installation documents System administration documents Security documents Hardware software based security tools Shared information between you and your peers Telecommunications security experts To prevent intrusions to your telecommunications equipment you and your peers must carefully program and configure H Your Avaya provided telecommunications systems and their interfaces H Your Avaya provided software applications as well as their underlying hardware software platforms and interfaces H Any other equipment networked to your Avaya products TCPIIP Facilities Customers might experience differences in product performance reliability and security depending upon network configurations design and topologies even when the product performs as warranted Standards Compliance Avaya Inc is not responsible for any radio or television interference caused by unauthorized modifications of this equipment or the substitution or attachment of connecting cables and equipment other than those specified by Avaya Inc The correction of in
20. 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 48 Issue 1 0 April 2006 47 Contents 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 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
21. and To run the metastat command 1 If you are not logged in log in as root 2 At the command prompt enter metastat Issue 1 0 April 2006 55 Contents The system displays detailed information for each metadevice virtual device similar to the following sample output dl M JEE Submirror 0 dll State Okay Submirror 1 d12 P R W S dibs S S S Spare diz 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 c1ltdddsl 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 cit1d0s1 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
22. anguage packages AVwwau AVwwbp AVwwcf AVwwcs AVwwfr AVwwor AVwwit AVwwjn AVwwms AVwwnl AVwwuk Avwwus are also needed For SpeechWorks OpenSpeech Recognizer OSR 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 37 for more information 2 Run the netstat a command on the recognition server to 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 type 24 Avaya IR R2 0 Troubleshooting Contents 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 ever
23. at it is administered correctly See Checking card administration on page 51 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 Protocols gt Display Parameters gt Display Digital Interface Card to view the card parameters For the VolP 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 47 for useful commands related to NMS cards For the VoIP card go to the Change VoIP Card scree
24. ax 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 Loading 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 Tran
25. c to your Avaya IR system and the current problem This section includes the following topics Troubleshooting Overview cscesciieesi wissen aceite ties ee 6 Troubleshooting procedure sessssesssesssessseesreesseeseeesrreneresrrenn rennen 12 Troubleshooting based on obsenaions 15 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 public 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 6 Avaya IR R2 0 Troubleshooting Contents e An IP 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 desc
26. 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 following 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 connections on page 43 for more information e Monitor keyboard or mouse are not operating back of the IR system Speech functions and data resident on servers are not accessible 10 Avaya IR R2 0 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 Incorr
27. ckground 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 on page 22 problems 1 Go the Message Log Report screen Reports gt Message Log Report and scan it for messages related to the trouble Issue 1 0 April 2006 17 Contents Look for messages 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 sw
28. d User License type s Concurrent User License CU End User may install and use the Software on multiple Designated Processors or one or more Servers so long as only the licensed number of Units are accessing and using the Software at any given time A Unit means the unit on which Avaya at its sole discretion bases the pricing of its licenses and can be without limitation an agent port or user an e mail or voice mail account in the name of a person or corporate function e g webmaster or helpdesk or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software Units may be linked to a specific identified Server Shrinkwrap License SR With respect to Software that contains elements provided by third party suppliers End User may install and use the Software in accordance with the terms and conditions of the applicable license agreements such as shrinkwrap or clickwrap license accompanying or applicable to the Software Shrinkwrap License The text of the Shrinkwrap License will be available from Avaya upon End User s request see Third party Components for more information Copyright Except where expressly stated otherwise the Product is protected by copyright and other laws respecting proprietary rights Unauthorized reproduction transfer and or use can be a criminal as well as a civil offense under the applicable law Third party components Certain so
29. e 1 0 April 2006 29 Contents BuiltinLocale A setting that indicates the language to be used for en US built in ASR grammars such as numbers 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 languages Refer to the IBM WVS documentation for the full range of language options Change this setting if the MRCP server supports a language other than US English Erratic availability of MRCP speech resources If speech resources are erratically available to your applications sometimes they re available but sometimes they re not there may be problems with port contention between applications Check the port ranges used by the MRCP feature and the other applications and utilities running on your system If there is a port conflict edit the MRCP configuration file vs sproxy cfg mrcp cfg to reset the RTPBasePort setting to prevent ongoing conflict MRCP servers are frequently out of service When Avaya IR loses its connection with an MRCP server it places the server into the Far end Out Of Service FOOS state Avaya IR will not place the server into the BROKEN state This may be a temporary condition as connections between Avaya IR and the MRCP server are dropped and reestablished during normal operations However when links between the Avaya IR system and the MRCP servers regularly end up out of service FOOS several things may contrib
30. e 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 1 Go to the JDBC Administration screen Configuration Management gt JDBC Administration to check server status and settings Select the database data interface process DIP that interacts with the server in question The system displays the JDBC Administration Edit screen 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 Click Test to check communications between the Avaya IR system and the database server 38 Avaya IR R2 0 Troubleshooting Contents 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 Continue checking settings testing connections and making corrections f
31. e_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 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 Enter 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 Issue 1 0 April 2006 35 Contents 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 2 0 the Web Administration tool uses Tomcat as both the Web server and servlet engine Tomcat
32. ect 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 e 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 e Degraded or non functional voice response services e Dropped calls Contents 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 36 for more information Work with your LAN administrator as needed to resolve the problem Add additional proxy speech servers or speech server resources From web
33. ers 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 available through Sun applications Use the following Sun diagnostic tests 14 Avaya IR R2 0 Troubleshooting Contents 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
34. esponse 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 36 Avaya IR R2 0 Troubleshooting Contents 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 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 1 Go to the Speech Server Status screen Feature Packages
35. f service It then places the server into the maintenance state called FOOS facility out of service logs the event and raises an alarm Reducing this interval will improve the speed at which lost connections are detected but it will also increase the messaging overhead between Avaya IR and the servers MRCP servers may use a similar approach to monitoring connectivity If so make sure that the interval set on Avaya IR s not higher than what is set on the server If the interval on Avaya IR is inadvertently set higher than on the server the server may erroneously assume that its connection to Avaya IR has failed when in fact it has not The number of seconds that an Avaya IR application will wait for a response from an MRCP server providing ASR or TTS support Example When applications attempt to allocate a speech processing resource a SETUP message is sent to the server that provides that support and this timer starts If Avaya IR receives no response to the SETUP request within the specified interval the application is told that the allocation failed A setting that indicates whether the MRCP implementation uses port 554 for a single connection for signaling or for multiple per port connections If TRUE multiple per port connections are used for signaling This is required in Avaya IR release 1 2 1 and release 1 3 if the MRCP server is an IBM WVS If FALSE a single connection is used for signaling Issu
36. failed hard disk drive 1 If you are not logged in log in as root 56 Avaya IR R2 0 Troubleshooting Contents At the command prompt enter stop_vs The voice system stops Entermirror_ 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 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 These documents are 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 on page 57 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 a 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 These documents are available in Avaya IR System Help under Print documents or from the Sun Web s
37. ftware programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site http support avaya com ThirdPartyLicense 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 is not working on your company s behalf Be aware that there can 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 Support Web site http www avaya com support 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 telecommun
38. gt Speech and DPR Administration gt Display Status gt Speech Server Status to check server status and settings 2 Select the desired speech server from the list and select Submit The system displays setting and status information for the server 3 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 4 If there are errors in the configuration of the server take the following actions Issue 1 0 April 2006 37 Contents 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 Speech 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 th
39. hat would have been accepted in OSR 1 x might be rejected in OSR 2 0 Try one of the following changes to increase the recognition rate Issue 1 0 April 2006 25 Contents e 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 e 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 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 e Inadequate LAN or proxy speech server resources for example CPU usage at or above 80 percent 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 not playing Speech may not play for a variety of reasons including the following e The voice response application does not contain or fails to find the required phrase e The required voice response
40. ications equipment by some party Your company s telecommunications equipment includes both this Avaya product and any other voice data video equipment that can be accessed by this Avaya product that is networked equipment An outside party is anyone who is not a corporate employee agent subcontractor or is not working on your company s behalf Whereas a malicious party is anyone including someone who might be otherwise authorized who accesses your telecommunications equipment with either malicious or mischievous intent Such intrusions might be either to through synchronous time multiplexed and or circuit based or asynchronous character message or packet based equipment or interfaces for reasons of Utilization of capabilities special to the accessed equipment Theft such as of intellectual property financial assets or toll facility access Eavesdropping privacy invasions to humans Mischief troubling but apparently innocuous tampering Harm such as harmful tampering data loss or alteration regardless of motive or intent Issue 1 0 April 2006 2 Troubleshooting overview Be aware that there might 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 might result in a variety of losses to your company including but not limited to human data privacy intellectual property material assets financial resources l
41. iguration 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 To remove the card type remove card card number and press Enter 2 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 3 If the card remains in the BROKEN state check the card configuration in the switch and make any required corrections 4 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 5 If the card is still BROKEN busy out and release the card on the switch 6 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 53 for more information 52 Avaya IR R2 0 Troubleshooting Contents 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 informatio
42. ing table Use the netstat command with the attributes shown in the table that follows fra Display the state of all sockets and all routing table entries 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 sD the mutcast roup membertips fora neraces Fa EE a_i te rework adresses as nureen EE Issue 1 0 April 2006 41 Contents Pe H Display the routing tables fe A Display the per protocol statistics Display additional information for the sockets and the routing table Display the state of a particular interface PM 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 mt function o l Specify a network interface to obtain the source IP address for outgoing probe packets Use the ICMP ECHO instead of UDP datagrams Set the max time to live max number of hops used in outgoing probe packets Print hop address numerically rather than symbolically Set the base UDP port number used in probes Default is 33434 Bypass the normal routing tables and send directly to a h
43. it 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 Issue 1 0 April 2006 45 Contents 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 Cable provides 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 Twisted pair Ethernet connector Cable 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 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 V2
44. itch 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 to 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 R2 0 Troubleshooting Contents 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
45. ite http www sun com Enter mirror 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 Issue 1 0 April 2006 57 Contents Restoring the system if both hard disk drives fail If both hard 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 a backup which may be preferable if you have applications data and feature administration that also needs to be restored If you choose to restore the system from a backup after the restore completes and the system starts to reboot you will see a message similar to the following Stale DB insufficient DB replicas Press Ctrl D to come up normally or enter the root password for maintenance mode Use the following procedure to complete the system restore and synchronize the new hard disk drives 1 Enter the root password to go into maintenance single user mode 2 At the command prompt enter mirror admin detach Specify the secondary disk as the disk to detach To exit single user mode press Ctrl d At the command prompt log in as root Enter stop_vs to stop the voice system OX em e Sa Entermirror admin replace Specify the secondary disk
46. ize limits 35 Checking system history 14 Checking the server connection 27 Checking the voice response application and system administration 26 Connection and communication problems 9 Connections and communications 7 D Database problems 35 Detecting incorrect IP addresses arp 41 Disabling disk mirroring 58 Displaying data on NMS cards 53 Displaying data on VoIP cards 53 Displaying network statistics netstat 41 Displaying packet route traceroute 42 E Erratic availability of MRCP speech resources 30 Execute Unix command failed 34 F Fax problems 20 Fax text or file not found 22 G Gathering data on card operations 52 53 Gathering information on a problem 13 H Hardware malfunctions and failures 8 Host interaction problems e 16 17 22 Host sessions recover repeatedly 22 Identifying possible causes of problems 10 Incorrect system administration 8 Inspecting the IR system platform 50 Interpreting negative fax values 21 Investigating operations problems 16 L Locating fax errors 21 Monitoring Ethernet packets 40 Monitoring live operations 14 MRCP connections and protocols 27 MRCP problems 27 MRCP servers are frequently out of service 30 N No DTMF tones WINK protocol 19 No response for application with host interface 23 O Overloading 9 P Performing root cause failure analysis 48 54 Pinging server co
47. lk by the caller will interrupt the prompt Speech recognition not available as resource To resolve the problem Issue 1 0 April 2006 23 Contents 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 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 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 l
48. m 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 8 Avaya IR R2 0 Troubleshooting Contents 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 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 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
49. n 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 Issue 1 0 April 2006 51 Contents 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 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 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 6 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 7 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 52 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 conf
50. n 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 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 Issue 1 0 April 2006 53 Contents Performing root cause failure analysis The Sun OpenBoot Diagnostics system performs roo
51. nifies that registration was performed based on a Declaration of Conformity indicating that Industry Canada technical specifications were met It does not imply that Industry Canada approved the equipment European Union Declarations of Conformity LE Avaya Inc declares that the 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 Directive 89 336 EEC and Low Voltage Directive 73 23 EEC Copies of these Declarations of Conformity DoCs can be obtained by contacting your local sales representative and are available on the Avaya Support Web site http www avaya com support Trademarks Avaya the Avaya logo and Interaction Reponse are either registered trademarks or trademarks of Avaya Inc in the United States of America and or other jurisdictions All other trademarks are the property of their respective owners Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Support Web site http www avaya com support Issue 1 0 April 2006 3
52. nnections 40 Poor audio quality on VoIP calls 20 Possible malfunctions and errors 8 R R2 0 Returning TTS resource state to INSERV 33 Removing a failed hard disk drive 55 56 Removing and restoring cards 52 Replacing a failed hard disk drive 54 Requirements for successful operations 6 16 Resolving a problem when the monitor does not display 43 Resources for LAN troubleshooting 37 Issue 1 0 April 2006 61 Restoring BROKEN NMS and VolP cards 50 Restoring cards and channels 17 47 48 Restoring FOOS cards and channels 49 Restoring MANOOS cards and channels 48 Restoring NETOOS cards and channels 49 Restoring the system if both hard disk drives fail e 58 Reviewing fax repair procedures 22 Reviewing the Display Equipment screen 13 Running the metastat command 55 S Speech 10 Speech and TTS problems 23 Speech delayed or cut off 23 Speech not playing 26 Speech recognition not available as resource 23 Speech recognition not working 26 Speech recognition rejecting many responses 25 Speech resource bad or non configured 24 Speech response delayed 25 Speech server not running 25 Speechify or RealSpeak TTS port state stays INSERV when LAN is down 33 Switches 7 System and LAN capacity 8 System process problems 34 T Testing platform hardware 46 Text to Speech output is not heard 32 Text to Speech problems 33 The MRCP configu
53. ns on page 37 Runa trace using debug level 5 and examine the MRCP message exchange Use the command sproxyadm r OPSRx D 5 Issue 1 0 April 2006 31 Contents Text to Speech output is not heard If TTS output does not play in an application use the following procedure to investigate the problem To 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 associated TTS will not be heard This error occurs when there are no TTS resources in service Either there are not enough TTS resources administered for the application or the resource is temporarily out of service because the connection dropped In either case consider adding more TTS ports on the Avaya Interactive Response Run a trace of the application and or the Avaya Interactive Response VROP process MRCP errors called status codes or completion causes are logged in the VROP trace and are reported to an application At the highest trace level 5 the VROP trace will show all MRCP messages exchanged A SPEAK request will contain the TTS intended for play and the corresponding SPEAK COMPLETE from the server will contain the status code or completion cause for that request Interpret the trace results using the MRCP specification and by consulting with the MRCP server vendor as needed Automatic Speech Recognition fails If speech recognition fails use the follo
54. o 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 Issue 1 0 April 2006 7 Contents 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 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 syste
55. ollowing disadvantages they are still very helpful e Only traffic on the subnet to which the IR system is attached can be traced 40 Avaya IR R2 0 Troubleshooting Contents 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 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 rout
56. or all DIPs that communicate with the database server 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 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 If the server remains disconnected contact your Avaya 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 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 Configure the
57. ost 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 Set the type of service in probe packets to the following value List the ICMP packets other than TIME_EXCEEDED and UNREACHABLE Set the time in seconds to wait for a response to a probe Toggle checksums 42 Avaya IR R2 0 Troubleshooting Contents 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 Fire 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
58. 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 28 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 important aspect of troubleshooting You might need to work with your LAN administrator to completely investigate LAN problems 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 r
59. ration file e 28 The public switched telephone network PSTN 6 Touchtone not interpreted correctly 20 Tracing LAN activities 40 Troubleshooting 6 Troubleshooting based on observations 12 15 Troubleshooting database server disconnections 35 38 Troubleshooting intermittent LAN problems 39 Troubleshooting overview 6 Troubleshooting persistent server problems 39 Troubleshooting procedure 12 Troubleshooting speech server disconnections 24 27 31 37 Typical causes of LAN problems 37 Typical fax problems 20 U Unix commands failing or disk errors 34 Using commands 15 Using IR system events 13 Using Sun diagnostic tests 14 V vi editor causes core dump 34 Voice response applications 7 Voice system not answering 16 62 Avaya IR R2 0 Troubleshooting Index
60. ribed above and the telephony network that supports them including central offices must be working and free from errors 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 bringing 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 t
61. s lost touch with speech resource servers Under most circumstances there is no need to change these default settings RTPNumberofPorts RTPBasePort RTPPacketRate 28 Avaya IR R2 0 Troubleshooting The number of ports on Avaya IR available for RTP 1000 connections to MRCP servers Note The default setting is higher than the number of ports that Avaya IR can support for ARS and TTS combined This helps prevent port conflict The base port number on Avaya IR for the range of 10000 ports used for RTP connections to MRCP servers This value combined with the RTPNumberofPorts value defines the range of ports reserved for connections to MRCP servers ASR requests use the lower half of the range while TTS requests use the upper half of the range The default setting has been set to prevent conflicts with the RTP ports needed for Voice Over IP Change this value only if you experience port conflicts The rate measured in milliseconds at which data 20 is transmitted over each RTP connection Change this value to match the packet rate of the MRCP server at the other end of the connection RTSPNoActivityTimeout ResponseTimer PerPortConnection Contents The number of seconds Avaya IR will wait for a response from an MRCP server before sending 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 o
62. s not detect when the LAN connection to the speech server is inactive and leaves the TTS port state as INSERV As a result callers hear silence since the port on the IR system is still in service The caller must hang up to terminate the call even if the LAN connection comes back up When the LAN connection is active again the proxy software resets the port state so that new calls can be handled properly R2 0 Returning TTS resource state to INSERV If connectivity with RealSpeak Speechify or SAPI compliant Text to Speech TTS servers has been interrupted you may need to set the resource state to INSERV to resume TTS services To set the resource state to INSERV 1 Atthe IR system command prompt enter sproxyadm r TTSx d to show the resource state For more information about the sproxyadm command see sproxyadm command 2 If the resource state is FOOS BROKEN or INSERV enter sproxyadm r TTSx f INSERV to change the resource state to INSERV 3 Repeat Step 1 to check the resource state 4 lf the resource state does not change to INSERV you must restart the TTS service on the Windows NT server and repeat Steps 1 through 3 above 5 For a Speechify or RealSpeak engine if the resource state does not change to INSERV follow instructions in the Speechify or RealSpeak documentation to restart the TTS service then repeat Steps 1 through 3 above 6 Fora SAPI TTS engine if the resource state does not change to INSERV use
63. s 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 Web site http www avaya com support License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE http support avaya com Licenselnfo GENERAL LICENSE TERMS IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS YOU MUST RETURN THE PRODUCT S TO THE POINT OF PURCHASE WITHIN TEN 10 DAYS OF DELIVERY FOR A REFUND OR CREDIT Avaya grants End User a license within the scope of the license types described below The applicable number of licenses and units of capacity for which the license is granted will be one 1 unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User Designated Processor means a single stand alone computing device Server means a Designated Processor that hosts a software application to be accessed by multiple users Software means the computer programs in object code originally licensed by Avaya and ultimately utilized by End User whether as stand alone Products or pre installed on Hardware Hardware means the standard hardware Products originally sold by Avaya and ultimately utilized by En
64. saction Base screen 22 Avaya IR R2 0 Troubleshooting Contents 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 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 Ifthe problem occurs frequently consider speeding up connections between the IR system and the host Speech and TTS problems This section describes how to find and resolve problems related to speech recognition and Text to Speech TTS features Speech delayed or cut off Delayed or cut off speech can cause callers to disconnect 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 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 ta
65. system Problems here may cause the video monitor to appear blank even though the IR system is still processing calls Parallel connector Serial connector RS 232 The cable connects 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 access the IR system for troubleshooting purposes Audio module connectors 44 Avaya IR R2 0 Troubleshooting Contents Sun Fire 280R cable connections The following figure shows where cables connect to the back of the back of the Sun Fire 280R platform Function and Troubleshooting Considerations PCI card slots Cables 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 Cable connects 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 access 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 k
66. t 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 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 Tuo 2084 1034 dev dsk c1t0d0s4 a p luo 3118 1034 dev dsk c1t0d0s4 54 Avaya IR R2 0 Troubleshooting Where S OO Oo ka oO DO mom OS o Contents a p luo 4152 1034 dev dsk cit0d0s4 a p luo
67. t of service by some physical channel error To restore a card or channel in the FOOS state Go to the Message Log Report screen Reports gt Message Log Report and review any messages related to the particular card or channel Issue 1 0 April 2006 49 Contents 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 connection See Checking cable connections on page 43 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 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 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 malf
68. terference caused by such unauthorized modifications substitution or attachment is the responsibility of the user Pursuant to Part 15 of the Federal Communications Commission FCC Rules the user is cautioned that changes or modifications not expressly approved by Avaya Inc might void the user s authority to operate this equipment Federal Communications Commission Statement Part 15 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 instruction 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 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 a la norme NMB 003 du Canada This equipment meets the applicable Industry Canada Terminal Equipment Technical Specifications This is confirmed by the registration number The abbreviation IC before the registration number sig
69. that a fax is not sent are e The remote fax machine is busy or out of paper 20 Avaya IR R2 0 Troubleshooting Contents 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 area 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 vaw mean OOO 4 T motne saat command oreco Cs rere are no previous queue feres Ce Teat command imed on ieman Issue 1 0 April 2006 21 Contents 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 f
70. 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 An overloaded IR system 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 Issue 1 0 April 2006 9 Contents 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 Speech The IR system provides information to
71. 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 34 Avaya IR R2 0 Troubleshooting Contents 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 38 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 JDBC 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 routin
72. the following steps to restart the Windows NT TTS service then repeat Steps 1 through 3 above a On the Windows NT server open the Control Panel window Start gt Settings gt Control Panel b Select Administrative Tools c Select Component Services Issue 1 0 April 2006 33 Contents d The system displays the Component Services window e On the Tree tab select Services Local f Select the Text to Speech service from the list of services in the lower right window g From the Action menu select Stop h The Status of the service is blank i From the Action menu select Start j The Status of the service is started k Close the Component Services window 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 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 Execute Unix command failed Most likely the problem is with the command or shell script Make sure
73. tion 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 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 April 2006 13 Contents 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 call
74. unction 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 VolP function is provided through the Ethernet connection so there will not be a card in the slot 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 50 Avaya IR R2 0 Troubleshooting Contents 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 c on page 43able connections 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 th
75. ute to the problem To investigate the problem 1 Check to ensure the server has been properly administered In particular check the server name and base port number If the server is an IBM WVS the server name must be entered in the form name media and the base port number must be set to 554 Use the table below to check the server name abd base port number entered 30 Avaya IR R2 0 Troubleshooting ASR Servers IBM WVS Scansoft SWMS Nuance MRCP Server TTS Servers IBM WVS Scansoft SWMS Nuance MRCP Server Note Web Administration 2 Check the performance of your LAN Server Name lt hostname gt media reco gnizer lt hostname gt media spe echrecognizer lt hostname gt recognizer Server Name lt hostname gt media synt hesizer lt hostname gt media spe echsynthesizer lt hostname gt synthesizer Contents Base Port Numb er 554 4900 554 Base Port Numb er 554 4900 554 The suffixes above are automatically appended when the above media servers are configured through Slow or interrupted LAN communications can result in failed processes for speech recognition Text to Speech or database operations The cause is generally overloading of the Avaya IR system or the LAN For more information see Checking LAN communications on page 36 Check for speech server disconnect problems For more information see Troubleshooting speech server disconnectio
76. wing procedure to investigate the problem To investigate the problem 1 Check for allocation errors PROXY011 in the error log This error indicates that a request for a recognition resource was denied and speech recognition will fail This error occurs when there are no recognition resources in service Either there are not enough resources administered for the application in use or the resource is temporarily out of service because the connection dropped In either case consider adding more ASR ports on the Avaya Interactive Response Run a trace of the application and or the Avaya Interactive Response ASRPROXYMGR MRCP errors called status codes or completion causes are logged in the ASRPROXYMGR trace and are reported to an application At the highest trace level 5 the ASRPROXYMGR trace will show all MRCP messages exchanged A recognition request spans several MRCP messages each with a corresponding response If the request fails then the response will contain a status code or completion cause Interpret the trace results using the MRCP specification and by consulting with the MRCP server vendor as needed 32 Avaya IR R2 0 Troubleshooting Contents Text to Speech problems This section describes how to find and resolve problems related to the Text to Speech TTS feature Speechify or RealSpeak TTS port state stays INSERV when LAN is down The SpeechWorks Speechify or RealSpeak proxy software on the Avaya IR system doe
77. y 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 SWlsvcMonAutoRestart 1 SWlsvcMonAutoStart 1 3 Save the SpeechWorks cfg file 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 Speech recognition rejecting many responses ScanSoft OSR 2 0 uses new confidence scores to obtain the recognition result Some of the borderline utterances t

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