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 > 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

12 Avaya IR R2.0 Troubleshooting

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Avaya 2 manual Troubleshooting procedure

2 specifications

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