Avaya IR Install and Troubleshooting Guide - Avaya Support

Troubleshooting overviewHardware malfunctions and failuresHardware malfunctions and failures may stop or interfere with voice operations. Theseinclude problems in:• The IR system itself• Servers providing speech functions, database information, or both• Connected MultiVantage (DEFINITY) systemsHardware malfunctions and failures are not difficult to identify, but they are not a top cause ofproblems, either.Incorrect system administrationErrors in IR system administration may cause problems with voice operations. For example,a service may not be assigned to a channel, or TCIP connections between the IR system anda server may be set up incorrectly.Application errorsVoice response applications manage voice response functions, so errors can be devastatingto operations. For instance, an application may call for the playing of recorded speech thatdoes not exist, or try to access the wrong server for speech. Applications that are notsufficiently tested, or not tested under realistic conditions, can cause problems. Voiceresponse applications that are large and complex, or are inefficient, are the most commoncause of performance problems.Connection and communication problemsWhen any connection that supports voice response applications experiences a problem,operations may be affected. Disruptions may occur in the public switched telephone network(PSTN), MultiVantage (DEFINITY) system, servers that support operations, or in the LAN.OverloadingOverloading may occur in these ways:• The IR system may become overloaded by large, complex, or inefficient applications or byexcessive external processes. The result of such overloading is performance problems.See Managing IR system performance for more information on reducing load.• LAN overloading may result from competition with other processes for LAN capacity. Theresult can be delays and breaks in the availability of required data and functions.If the call load increases beyond the capacity of the IR system, call handling problems arelikely to crop up. A new system, or re-routing of calls, is generally required.Issue 3 March 2003 67