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When your Avaya IR system is installed, it is configured to support the various transactions that are required of it. As you make changes to your system, you may find that performance problems develop. Changes that may cause performance problems include:
As with any computer, these problems are the result of too many processes competing for system resources. To get the most out of your Avaya IR system, you need to:
When you make changes to your system configuration or to voice response applications, be sure to monitor the system for performance problems.
Recognizing symptoms of performance problems
Most performance-related problems become noticeable in one or both of two ways:
Typically, if load increases to the point where the system cannot serve voice processing requests in real time, alarms are logged. UNIX interprocess communication (IPC) message queues may also indicate that the system is nearing its load threshold.
Note:
NMS cards cannot be monitored separately. Look for NMS-related alarms and problems with call handling to determine if the NMS cards are overloaded.
To spot performance problems early, monitor your Avaya IR system carefully. Make test calls and check the Message Log report every day. When alarms and messages appear, they help you to identify the cause of the problem. The type of alarm and the timing can provide valuable information.
Identifying causes of performance problems
Potential causes of performance problems include:
The most common cause of performance problems is inefficient voice response applications. Verifying the efficiency of voice response applications is a critical step to resolving problems.
External processes are those required for system operations outside of voice response applications or for providing data to the voice response application. Since processes required for data access are driven by voice response applications, you may need to make changes to the applications to fix these performance problems.
If current voice processing does exceed the capabilities of your system, you will need to consider adding another system to handle the increased demand. However, there are actions you can take to reduce the load on your current system.
If your Avaya IR system receives voice response functions through the LAN, all speech LAN function should be on its own LAN segment. If you are using touchtone and recorded speech, a separate segment is not required. You also may benefit from placing the Avaya IR system on a separate LAN segment if voice response applications frequently access remote databases.
Solving performance problems
To solve performance problems you need a thorough understanding of the:
Alarms, user reports, and the information in this section provide the details you need to manage performance. Once you know what is affecting the CPU, memory, and hard drives, you can take steps to reduce load.
