Proposed Solution

Procedure

  1. From the EPM menu, select Real-Time Monitoring > System Monitor.
  2. Check if the email processor is in Running state.

    The System Monitor might show any of the following statuses for the email processor:

    • Need Configuration: Email processor is not configured and enabled

    • Need Connection: Email connection is not configured and enabled

    • Running: The email processor is connected to all email connections

    • Degraded: Some of the email connections are experiencing a connection issue. For example: Invalid credential, Firewall issue, bad IP address, and so on

    • Error: All the email connections are experiencing a connection issue

    Note:

    • If the System Monitor does not show an email processor, then check if an email processor is configured and enabled

    • When multiple email processors are defined, ensure that the connection under test is assigned to the expected processor. You can view a list of the email processors and associated SMPP connections in the primary EPM web page at Home >Multi-Media Configuration > Email. Ensure to check the log file, which is mentioned in the following step, on the correct processor.

  3. If the email processor is in Running state, proceed to the next step. Else, check the error log in EPM Log Viewer, from: EPM Home > System Maintenance > Log Viewer.
  4. Check if the email processor is receiving any message from the provider.
    1. View the email settings at Home > Multi-Media Configuration > Email > Email Settings.
    2. Ensure that the email trace levels are set to finer or finest. Search for the word InboundData at /opt/Avaya/ExperiencePortal/VPMS/logs/avaya.email.log. For example:

      @2013-10-02 10:14:12,096||FINER|email.core.Reporter|VoicePortal|pool-6-thread-1|Reporter: RecordId [206]: InboundData [206]: requestId = PrimaryEPM-1380734051778-1; ucid [10000000011380734051]; messageId = <082E8CFEC2081640832D69FC17C493F542C45D7F@AZ-US1EXMB05.global.avaya.com>|####

  5. If the email processor is receiving message from the provider, proceed to the next step. Else, run the reports from your SMSC.

    If the messages are arriving intermittently, you might have another connection from another EP system that is taking the message.

  6. Check, which application the message was routed to.
    1. Search for the word Selected in avaya.email.log. For example:

      2013-10-02 10:14:16,742||FINER|avaya.emailbrowser.InboundMessageProcessor|VoicePortal|pool-2-thread-20|Selected app: 0:ColorEmail for TextMessage[Id=EML-206;user1@domain.com->epm@domain.com;type=normal;providerId=206;status=0]|####

  7. If the application name is correct and the application is enabled in EPM, proceed to the next step. Else, check your application configuration on the EPM, at Home > System Configuration > Applications > Change Application.

    Check the selected application, as it might have similar launch parameters.

  8. Check if the trace.log file on the application server indicates that the Orchestration Designer application was started.
    1. Set the value of Application Traces to Yes.

      You can view the Application Traces field under the Reporting Parameters section for application configuration on the EPM, from Home > System Configuration > Applications > Change Application.

    2. Depending on the value of the trace.log file, do the following:

    OD application started?

    Resolution

    Yes

    You might have an application related problem. Add additional trace statements to the application to debug further.

    No

    Check the application URL in the application configuration section of the EPM. Click the Verify button next to the URL to ensure that the application URL is accessible from the EPM. Verify that the correct proxy server and port, if required, is configured at Home > Multi-Media Configuration > Email > Browser Settings.