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Contents
Main
Issue 1.0 April 2006 2
Troubleshooting overview
Issue 1.0 April 2006 3
Page
Page
Troubleshooting
Troubleshooting overview
Requirements for successful operations
The public switched telephone network (PSTN)
Switches
Voice response applications
Connections and communications
System and LAN capacity
Possible malfunctions and errors
Hardware malfunctions and failures
Incorrect system administration
Application errors
Connection and communication problems
Overloading
Speech
Identifying possible causes of problems
Page
Troubleshooting procedure
Using IR system events
Gathering information on a problem
Reviewing the Display Equipment screen
Monitoring live operations
Checking system history
Using Sun diagnostic tests
Using commands
Troubleshooting based on observations
Investigating operations problems
Call-handling problems
Voice system not answering
Calls dropped
Calls not transferred properly
No DTMF tones (WINK protocol)
Poor audio quality on VoIP calls
Touchtone not interpreted correctly
Fax problems
Typical fax problems
Locating fax errors
Interpreting negative fax values
Reviewing fax repair procedures
Fax text or file not found
Host interaction problems
Host sessions recover repeatedly
No response for application with host interface
Calls to host dropped
Speech and TTS problems
Speech delayed or cut off
Speech recognition not available as resource
Cannot configure speech recognition
All ports BROKEN on speech server
Speech resource bad or non-configured
Speech server not running
Speech response delayed
Speech recognition rejecting many responses
Speech recognition not working
Speech not playing
MRCP problems
Page
Page
Page
Page
Page
Text-to-Speech problems
System process problems
Unix commands failing or disk errors
Execute Unix command failed
vi editor causes core dump
Database problems
Checking JDBC operations
Checking Oracle object size limits
A word about the Tomcat server log
Checking communications
Checking LAN communications
Typical causes of LAN problems
Resources for LAN troubleshooting
Troubleshooting speech server disconnections
Troubleshooting database server disconnections
Troubleshooting intermittent LAN problems
Troubleshooting persistent server problems
Pinging server connections
Monitoring Ethernet packets
Tracing LAN activities
Detecting incorrect IP addresses (arp)
Displaying network statistics (netstat)
Displaying packet route (traceroute)
Checking hardware
Resolving a problem when the monitor does not display
Checking cable connections
Page
Testing platform hardware
Checking NMS card configuration
Checking card and channel states
Performing root cause failure analysis
Restoring cards and channels
Restoring MANOOS cards and channels
Restoring NETOOS cards and channels
Restoring FOOS cards and channels
Restoring BROKEN NMS and VoIP cards
Page
Page
Gathering data on card operations
Performing root cause failure analysis
Replacing a failed hard disk drive
Checking for hard disk drive failures
Running the metastat command
Removing a failed hard disk drive
Activating disk mirroring for a new hard disk drive
Restoring the system if both hard disk drives fail
Disabling disk mirroring
Page
Page
Issue 1.0 April 2006 61
Index
A
C
D
E
S
T
U
V