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The IR system is complex. Avaya support representatives who are experienced with this and previous releases find that there is no list of typical problems. However, understanding the ways in which things can go wrong helps you to direct your troubleshooting efforts.
Hardware malfunctions and failures
Hardware malfunctions and failures may stop or interfere with voice operations. These include problems in:
Hardware malfunctions and failures are not difficult to identify, but they are not a top cause of problems, either.
Incorrect system administration
Errors 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 and a server may set up incorrectly.
Application errors
Voice response applications manage voice response functions, so errors can be devastating to operations. For instance, an application may call for the playing of recorded speech that does not exist, or try to access the wrong server for speech. Applications that are not sufficiently tested, or not tested under realistic conditions, can cause problems. Voice response applications that are large and complex, or are inefficient, are the most common cause of performance problems.
Connection and communication problems
When 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.
Overloading
Overloading may occur in these ways:
If the call load increases beyond the capacity of the IR system, call handling problems are likely to crop up. A new system, or re-routing of calls, is generally required.
