Avaya 2 Investigating operations problems, Call-handling problems, Voice system not answering

Page 16

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

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.

―Go to the Display Equipment screen (Configuration Management > Voice Equipment > Display Equipment).

16 Avaya IR R2.0 Troubleshooting

Page 15 Page 17
Image 16
Page 15 Page 17
Contents Issue 1.0 April 2006 Avaya Interactive ResponseDocumentation disclaimer Troubleshooting overview TCP/IP FacilitiesPage Contents Public switched telephone network Pstn ContentsAvaya IR R2.0 Troubleshooting Requirements for successful operationsVoice response applications SwitchesConnections and communications Possible malfunctions and errors Incorrect system administrationSystem and LAN capacity Hardware malfunctions and failuresApplication errors Connection and communication problemsCircuit-based configurations Packet-based configurationsProblems Effects Actions Identifying possible causes of problemsSpeech LAN Troubleshooting procedure Gathering information on a problem Using IR system eventsReviewing the Display Equipment screen Using Sun diagnostic tests Monitoring live operationsChecking system history State MeaningTroubleshooting based on observations Using commandsInvestigating operations problems Call-handling problemsVoice system not answering ― Enter display card all and press EnterCalls dropped at initial prompt Calls droppedAll calls dropped Calls not transferred properly VoipcallforceclearedNo Dtmf tones Wink protocol Fax problems Typical fax problemsPoor audio quality on VoIP calls Touchtone not interpreted correctlyLocating fax errors Interpreting negative fax valuesReviewing fax repair procedures Host interaction problemsHost sessions recover repeatedly Fax text or file not foundSpeech and TTS problems Speech delayed or cut offNo response for application with host interface Calls to host droppedSpeech resource bad or non-configured Cannot configure speech recognitionAll ports Broken on speech server Speech server not running Speech response delayedSpeech recognition rejecting many responses Speech recognition not working Speech not playingMrcp problems Checking for errorsChecking the server connection Mrcp connections and protocolsMrcp configuration file Parameter Description Default SettingExample TrueMrcp servers are frequently out of service Erratic availability of Mrcp speech resourcesASR Server Name Base Servers Port NumbText-to-Speech output is not heard Automatic Speech Recognition failsSelect Administrative Tools Select Component Services Text-to-Speech problemsR2.0 Returning TTS resource state to Inserv System process problems Unix commands failing or disk errorsExecute Unix command failed On the Tree tab, select Services LocalChecking Jdbc operations Database problemsChecking Oracle object size limits Checking communications Word about the Tomcat server logChecking LAN communications Localhostlog.2004-05-07.txtResources for LAN troubleshooting Typical causes of LAN problemsTroubleshooting speech server disconnections Troubleshooting database server disconnections Troubleshooting intermittent LAN problems Troubleshooting persistent server problemsPinging server connections Monitoring Ethernet packetsTracing LAN activities Specify the IP time to live for multicast packetsDetecting incorrect IP addresses arp Displaying network statistics netstatDisplaying packet route traceroute Resolving a problem when the monitor does not display Checking hardwareChecking cable connections Sun Blade 150 cable connectionsContents Label Function and troubleshooting considerations Label Function and Troubleshooting Considerations Sun Fire 280R cable connectionsTesting platform hardware FC-ALCommands Functions Checking NMS card configurationChecking card and channel states Restoring Manoos cards and channels Restoring Netoos cards and channels Restoring Foos cards and channelsRestoring Broken NMS and VoIP cards Inspecting the IR system platformChecking card administration Removing and restoring cards Displaying data on NMS cards Gathering data on card operationsDisplaying data on VoIP cards Replacing a failed hard disk drive Performing root cause failure analysisChecking for hard disk drive failures Running the metastat command Removing a failed hard disk drive Spare Okay C1t1d0s1Enter mirroradmin detach Activating disk mirroring for a new hard disk driveRestoring the system if both hard disk drives fail Disabling disk mirroringContents Issue 1.0 April 2006 Page Index Index
Related manuals
Manual 51 pages 39.31 Kb

2 specifications

Avaya 2 is an advanced communications solution renowned for its robust features and adaptability, catering to businesses of all sizes. It is part of Avaya's strategic focus on delivering unified communications and contact center solutions that emphasize efficiency, collaboration, and customer satisfaction.

One of the main features of Avaya 2 is its seamless integration with a variety of communication tools. This includes voice, video, messaging, and conferencing capabilities that empower organizations to connect with employees and customers effortlessly. The system supports both on-premises and cloud deployment, allowing businesses to choose an infrastructure that aligns with their operational strategy.

Avaya 2 leverages cutting-edge technologies such as artificial intelligence and machine learning to enhance user experience. These technologies streamline processes by automating routine tasks and providing insights through data analytics. For instance, AI-driven chatbots can handle customer inquiries, freeing human agents to focus on more complex tasks, ultimately improving response times and customer satisfaction.

Another characteristic of Avaya 2 is its customizable user interface. The platform allows users to personalize their workspace, making it easier to access the features they use most frequently. This level of customization fosters better productivity, as employees can tailor the system to suit their specific workflows.

Security is a top priority for Avaya 2. The solution incorporates advanced security measures including encryption, authentication protocols, and compliance with industry standards to protect sensitive data. This is especially crucial for organizations handling proprietary information or customer data, as it mitigates the risk of breaches and builds trust with clients.

Moreover, Avaya 2 enhances collaboration through features such as team messaging and video conferencing, facilitating real-time communication among teams, which is essential in today’s hybrid work environment. Organizations can create dedicated channels for projects, ensuring everyone is aligned and informed.

Overall, Avaya 2 stands out in the crowded field of communication solutions due to its unique blend of features, state-of-the-art technology, and emphasis on security and customization. It serves as a reliable platform for businesses looking to enhance communication efficiency, improve collaboration, and elevate customer satisfaction in an increasingly digital world.
Top Page Image Contents