Avaya 2 Troubleshooting procedure

Contents

12 Avaya IR R2.0 Troubleshooting

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 > 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.

2. 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.

3. 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.

4. Before contacting others for assistance, gather data on the problem:

― Alarms received

― Application involved

― Type of channel protocol in use

― Type of card

― Type of switch

― System history related to the problem

5. 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

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