Avaya IR Install and Troubleshooting Guide - Avaya Support

Troubleshooting overviewThis section explains the requirements for successful operation of the IR system andidentifies potential problem areas.Requirements for successful operationsInteractions between the IR system and other systems and applications can becomecomplex. Understanding the requirements for successful operations helps you to preventproblems and identify them more quickly when they occur.MultiVantage systemsIR systems may be linked to MultiVantage (DEFINITY) systems that route calls to and fromthe IR system and perform call handling functions. For successful operations, theMultiVantage system must be free of hardware problems and administered correctly.Additionally, connections between the MultiVantage system and the IR system must beoperating properly and free from overload.The public switched telephone network (PSTN)Calls come into the IR system from the public switched telephone network (PSTN).Telephony connections may go first to a MultiVantage (DEFINITY) system, or directly to theIR system. For successful voice response operations, these lines, and the telephony networkthat supports them – including central offices – must be working and free from errors.Voice response applicationsVoice response applications manage the interactions between callers and play theinformation that callers hear. For successful operations, voice response applications mustperform 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 generatedthrough the Proxy Text-to-Speech featureAs you can see, voice response applications are central to the successful operation of an IRsystem.Issue 3 March 2003 65