Avaya 2 manual Switches, Voice response applications, Connections and communications

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•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.

•Calls come from the PSTN directly to the IR system through digital connections.

For successful voice response operations, all of the connections described above and the telephony network that supports them–including central offices–must be working and free from errors.

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:

•Interpreting caller input and taking appropriate action

•Communicating with hosts, databases, and proxy speech servers

•Transferring values entered by callers to other applications

•Providing information to callers in the form of recorded speech or speech generated through the Proxy Text-to-Speech feature

As you can see, voice response applications are central to the successful operation of an IR system.

Connections and communications

Connections to other systems, and the communications that take place across them, are critical to smooth voice operations. Major connections and communications are as follows:

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Contents Avaya Interactive Response Issue 1.0 April 2006Documentation disclaimer TCP/IP Facilities Troubleshooting overviewPage Contents Requirements for successful operations Public switched telephone network PstnContents Avaya IR R2.0 TroubleshootingVoice response applications SwitchesConnections and communications Hardware malfunctions and failures Possible malfunctions and errorsIncorrect system administration System and LAN capacityPacket-based configurations Application errorsConnection and communication problems Circuit-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 State Meaning Using Sun diagnostic testsMonitoring live operations Checking system historyUsing commands Troubleshooting based on observations― Enter display card all and press Enter Investigating operations problemsCall-handling problems Voice system not answeringCalls dropped at initial prompt Calls droppedAll calls dropped Voipcallforcecleared Calls not transferred properlyNo Dtmf tones Wink protocol Touchtone not interpreted correctly Fax problemsTypical fax problems Poor audio quality on VoIP callsInterpreting negative fax values Locating fax errorsFax text or file not found Reviewing fax repair proceduresHost interaction problems Host sessions recover repeatedlyCalls to host dropped Speech and TTS problemsSpeech delayed or cut off No response for application with host interfaceSpeech 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 not playing Speech recognition not workingMrcp connections and protocols Mrcp problemsChecking for errors Checking the server connectionParameter Description Default Setting Mrcp configuration fileTrue ExampleErratic availability of Mrcp speech resources Mrcp servers are frequently out of serviceServer Name Base Servers Port Numb ASRAutomatic Speech Recognition fails Text-to-Speech output is not heardSelect Administrative Tools Select Component Services Text-to-Speech problemsR2.0 Returning TTS resource state to Inserv On the Tree tab, select Services Local System process problemsUnix commands failing or disk errors Execute Unix command failedChecking Jdbc operations Database problemsChecking Oracle object size limits Localhostlog.2004-05-07.txt Checking communicationsWord about the Tomcat server log Checking LAN communicationsResources for LAN troubleshooting Typical causes of LAN problemsTroubleshooting speech server disconnections Troubleshooting database server disconnections Troubleshooting persistent server problems Troubleshooting intermittent LAN problemsSpecify the IP time to live for multicast packets Pinging server connectionsMonitoring Ethernet packets Tracing LAN activitiesDisplaying network statistics netstat Detecting incorrect IP addresses arpDisplaying packet route traceroute Sun Blade 150 cable connections Resolving a problem when the monitor does not displayChecking hardware Checking cable connectionsContents Label Function and troubleshooting considerations Sun Fire 280R cable connections Label Function and Troubleshooting ConsiderationsFC-AL Testing platform hardwareCommands Functions Checking NMS card configurationChecking card and channel states Restoring Manoos cards and channels Restoring Foos cards and channels Restoring Netoos cards and channelsInspecting the IR system platform Restoring Broken NMS and VoIP cardsChecking 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 Spare Okay C1t1d0s1 Removing a failed hard disk driveActivating disk mirroring for a new hard disk drive Enter mirroradmin detachDisabling disk mirroring Restoring the system if both hard disk drives failContents Issue 1.0 April 2006 Page Index Index
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2 specifications

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