The INTUITY AUDIX system collects
information that depicts how the system is used, including data about
features, subscribers, communities, data port loads, and remote messaging
traffic. This information is displayed in real-time dynamic report windows,
in alarm logs and administrator's logs, and in AUDIX traffic reports.
Alarm logs and administrator's logs
record events that are useful for preventive maintenance, for diagnosing
problems and troubleshooting the system, and for spotting trends or
estimating future needs. Dynamic windows allow you to watch real-time
traffic in the AUDIX system. The table for INTUITY
AUDIX Traffic Reports contains a list of available reports.
The procedures in this topic assume
that you know basic Avaya INTUITY commands and navigation, such as logging
in and out of the system, recognizing the difference between the vm
and sa logins, knowing about the command prompt function and usage,
and moving from field to field within a screen or window. If you are
not familiar with INTUITY AUDIX system basics, read Getting
Started before you continue.
The system warns you of potential
administrative problems by displaying an administrative alert message
(Alarms: A) on the AUDIX Administration status line when
it logs an administration event. Check the status line at the top of
the AUDIX Command Prompt screen at least once a day.If you observe
such a message, access the Administrator's Log to view current error
messages and a description for each problem.
The Administrator's Log identifies
system events. These events include problems that you need to correct.
Some events, such as full subscriber mailboxes and undeliverable messages,
directly affect message processing.
When you see Alarms: A on
the AUDIX Administration status line, you need to view the Administrator's
Log. To view the administrator's log:
Events, alarms, and their associated repair
procedures are described in Alarms and
Events.
If a displayed event calls for repair,
take whatever corrective action is necessary.
Click Return to Main to return to the
Messaging Administration main menu. If at the AUDIX command prompt
screen, press F1 (Cancel) to return the cursor to the command
line.
The Activity
Log
The Activity Log is an administrative tool useful
for investigating reported problems with message delivery and the operation
of the message-waiting indicator (MWI). The Activity Log maintains a
history of the activity on the INTUITY AUDIX system. You can use this
log to track a specific subscriber's activity by extension and time,
and you can often resolve reported problems by observing the Activity
Log before filing a trouble report.
Setting Activity Log Data Collection
Options
Use the System Parameters Activity Log screen
to set up the Activity Log. You can set the following log options:
Enable or disable the Activity Log.
Instruct the Activity Log to record MWI updates.
Set a maximum number of Activity Log entries.
Clear all entries in the Activity Log.
Note: If you
set the Activity Log to record MWI updates, the number of
records that are generated then increase significantly and
could create an unduly long log. It is recommended that this
field is only enabled when necessary.
The Activity Log shows activity information for
a selected subscriber. Events are listed in chronological order (oldest
first) beginning with the specified date and time. Before running this
report, you must first instruct the system to collect activity data,
as described in Setting Activity Log Data
Collection Options.
Received Entries
A received entry is made in the Activity Log
each time a message is delivered to a subscriber's mailbox. Note that
a message with multiple recipients generates a received entry for each
recipient. The message can be one of the following:
Voice mail (VM) — includes fax mail and email messages
Priority voice mail
Call Answer (CA)
Leave Word Calling (LWC)
AMIS analog networking message
Undeliverable message notification
Scheduled Entries
A scheduled entry is made in the Activity Log
each time that a message is scheduled for delivery. Only one scheduled
entry is made for a message regardless of the number of recipients.
The message can be one of the following:
Voice mail (VM) — includes fax mail and
email messages
Priority voice mail
Call Answer
Since CA messages are scheduled for immediate
delivery at the time that they are created, the scheduled delivery
time is not repeated on the display. In addition:
If both the calling party and the called party are local subscribers,
the display shows that the calling party scheduled the message for
the called party.
If the calling party is not a local subscriber, the activity is
not recorded.
If the called party is not a local subscriber, the local Avaya
INTUITY system has no knowledge of the call, and the activity is
not recorded.
At the enter command:
prompt, enter display activity-log extension,
where extension is the 3-digit to 10-digit extension of the
subscriber whose activity log is to be displayed.
Press F1 (Cancel) to return
the cursor to the command line.
Enter exit or another administrative
command at theenter command: prompt.
Displaying
the Alarm Report
The alarm report lists active or resolved Avaya
INTUITY system alarms. The most severe alarms are always listed first
since these are most often the cause of the problem.
Note: You enter
values on this page that specify the type of alarm information
you want the system to gather. The first time this report is
used after a restart or reboot, the fields on the this screen
are blank. Subsequently, each field on this page is populated
with the value entered the last time the page was used.
Click Return
to Main to return to the main menu. If at the AUDIX command prompt
screen, press F1 (Cancel) to return the cursor to the command
line.
S8300 View Current Alarms
Page
This page lists outstanding alarms against the Avaya Call Processing
(ACP), server, and IA770 INTUITY AUDIX software. This screen shows either:
A summary of alarms (if present), followed by detailed table of
explanation, or
A message stating that no alarms are present.
ACP must be running for you to view alarms using this screen. If it
is not, you will see a message stating that the system was unable to
connect to ACP.
Viewing current alarms
To view current alarms against the IA 770 INTUITY AUDIX software:
On the S8300 main menu, click View Current Alarms.
The Administrator's History Log identifies administrative
events that occur on your system. These events include information about
any changes to your system, such as logins, command line entries, reports
that were run, or changes to software.
Click Display (or press F3 (Enter)
if at the AUDIX command prompt screen) to start the report.
Examine the displayed events.
Click Return to Main to return to the
main menu. If at the AUDIX command prompt screen, press F1
(Cancel) to return the cursor to the command line.
Checking
the Internet Messaging Logs
Most of the Internet Messaging logs contain information about occurrences
at each stage in the messaging process. There also are two logs that record
other types of information.
Messaging process logs include:
SMTP In. Transfers incoming messages from the Internet to
the Dispatcher. Part of the MTA.
SMTP Out. Transfers outgoing messages from the Queuer to
the Internet. Part of the MTA.
Dispatcher. Accepts messages from SMTP In and passes them
to the LDA, or stores them in the SMTP queue until they can be accepted.
Part of the MTA.
Local Delivery Agent (LDA). Accepts messages from the MTA
through the Dispatcher. Passes incoming messages to the UA through
the Inbound queue.
Remote Delivery Agent (RDA). Accepts messages from the User
Agent through the Outbound queue and delivers them to the Queuer.
Queuer. Accepts messages from the RDA and either passes them
to SMTP Out or stores them in the SMTP queue until they can be accepted.
Part of the MTA.
User Agent (UA). Processes incoming and outgoing mail. Communicates
with the trusted server. Translates messages from and to INTUITY AUDIX
format.
Note: Normally, only the SMTP In, SMTP Out and User Agent logs
contain information. The other messaging logs may or may not contain
status information.
The other two logs are:
Admin/Events. Records occurrences that are informational
or that may require intervention by the administrator.
POP3. Records errors that may occur in the communication
between user's POP3 email clients and the INTUITY AUDIX.
AUDIX traffic reports serve several purposes.
The reports help you to:
Determine the grade of service (GOS) provided to subscribers during
the busy hour at your site.
Determine the port usage on the AUDIX system in daily or hourly
periods. You need to run these reports periodically to monitor performance
and to anticipate your system's needs.
Determine if your INTUITY AUDIX system is performing at peak efficiency
by providing actual usage information that you can compare with the
type of usage that was initially forecast for your system.
Troubleshoot administration problems that can occur with subscribers
and equipment as system usage increases and requirements change.
AUDIX traffic reports also provide the following
information about outcalling ports, subscriber traffic, and feature
traffic that help you evaluate system efficiency.
If you are using the AMIS analog networking
feature, AMIS analog messages are included in the following statistics
provided on traffic reports:
Voice mail sessions
Total messages
Average storage time
Mailbox space used
Remote messages sent and received
Port usage
Outcalling port usage
Undeliverable notifications
Community usage
Archiving
Traffic Reports
If you print AUDIX traffic reports on a regular
basis and file them sequentially by date, they can provide an ongoing
audit and historical reference of your AUDIX system. These reports can
be useful for analyzing trends and tracking system performance over
a period of time. Since traffic records collected for a specific day,
hour, or month are retained on the system only for a limited number
of days, hours, or months, it is imperative that you run and print the
reports on a regular schedule to ensure that you maintain a complete
record from one reporting period to the next. See Data
Retention Requirements for more information about how long the system
retains traffic records.
Printing Traffic
Reports
To print the contents of any AUDIX administration
screen accessed with the list or display command and type
the word print before the command. For example, to print the
Alarm Log report, type print display alarm in the command line.
The system displays the report and prints it at the same time.
Note: You must
have a system printer enabled and available to print screens
and reports. If you do not, the print queue fills up with print
jobs that cannot be processed. This situation can slow down
system performance.
Listing
of INTUITY AUDIX Traffic Reports
Each application on the INTUITY AUDIX system
provides its own set of reports for tracking data that is relevant and
specific to the application itself. The following table lists each traffic
report and its purpose. To see more information about a particular table,
click the procedure link.
Table: INTUITY
AUDIX Traffic Reports
Report
Purpose
Procedure Link
INTUITY AUDIX Messaging and AMIS Analog
Networking
Community Traffic (Hourly/Daily)
Displays the number of messages sent and received
by each community.
Before you can run a report, you
must define the features and requirements for that report. The AUDIX
system gathers data according to the requirements that you set.
Activating
the Collection of Traffic Data
You must tell the AUDIX system to
start collecting traffic data before the system can format that data
into a report. Reports can be produced for the current day or hour.
Therefore, you can start running traffic reports almost as soon as traffic
collection is activated. However, data for the full range of reporting
periods (such as 192 hours, 8 days, or 13 months, depending on the report)
is not available until that many hours', days', or months' worth of
traffic data has been collected.
To activate traffic collection for
the system and to define the prime time hours for collection:
At the enter
command: prompt, enter change system-parameters.
The system displays the
System-Parameters Features screen.
Press F7
(NextPage).
The system displays the
System-Parameters Features screen, page 2. See Defining
Basic Features and Parameters for a complete description of this
screen.
Enter values in the System Prime Time,
Start:, and End: fields to indicate
the "window" that will be used by the system to analyze and report
prime-time traffic data. These values normally correspond to your
company's business hours but can be set to any values you want.
(Traffic data is also collected at other times, but for reporting
purposes, these values designate the prime-time hours.)
The values you enter in these fields affect other system features,
such as determining when out-of-hours personal greetings are
played and routing out-of-hours calls to automated attendants.
Be sure that any changes you make here do not adversely affect
other feature functionality.
Type a y
in the Traffic Collection? field to collect data during
the time interval specified above.
Press F3
(Enter) to save the information in the system database.
Enter exit
or another administrative command at theenter
command: prompt.
Data
Retention Requirements
When traffic collection is activated,
the INTUITY AUDIX system stores the present collection record. It also
stores the records of previous consecutive collection periods. How long
each record is retained depends on the type of report, as follows:
Traffic records that contain
daily information for the feature, load, community, net load, and
special featuresreports are stored for 32 consecutive days.
For example, if today
is January 1, the present record contains the traffic data collected
today, along with the previous 31 daily records, starting with December
31 (yesterday) and going back to December 1.
Traffic records that contain
daily information for the remote messages and subscriber reports are
stored for 8 consecutive days.
For example, if today
is Monday, the present record contains the traffic collected today,
along with the previous 7 daily records, starting with Sunday (yesterday)
and going back to the previous Monday.
Traffic records that contain
hourly information for the community, feature, load, and special features
reports are stored for 192 consecutive hours, which equals 8 days
of hourly information.
For example, if it is
8:15 a.m., the present record contains the traffic records collected
since 8:00 a.m., along with the previous 191 hourly records, starting
with 7:00 a.m. and going backwards.
Traffic records that contain
monthly information for the remote messages and subscriber reports
are stored for 13 consecutive months.
For example, if today
is January 15, the present record contains the traffic collected so
far this month, along with the previous 12 monthly records, starting
with December (last month) and going back to the previous January.
As each new traffic record is collected,
the oldest record is deleted. This means that you must produce traffic
reports on a regular and timely basis, or you will lose the information
that the reports make available to you. This is especially true if you
retain the reports for historical purposes, such as for a performance
audit or for comparative analysis.
Running
AUDIX Traffic Reports
To run the traffic reports, enter
the command for the report that you want on the AUDIX command line.
Include the start date or month, or the starting hour or traffic type,
depending on the report. In a few seconds, the system formats the collected
data into the specified report. The table for INTUITY
AUDIX Traffic Reports contains a list of available reports.
Note: If you do not
enter a specific start date or time, you receive a report for
the current day, month, or hour.
Community
Daily Traffic Report
The Community Daily Traffic report
shows daily measurements of messages that were sent and received by
each community.
Report Contents
The report shows the total number
of messages that were sent and received by each community. It also shows
the number of messages that were not sent or received by each community
due to restrictions on sending during any day in the 32-day period,
including the current date.
Sending Restrictions Feature
If you use the Sending Restrictions
feature, this report monitors the feature's effectiveness and provides
data for you to check to ensure that the appropriate communities in
your organization are restricted. For example, if a community has a
large number of calls that are blocked due to restrictions on sending,
you might want to investigate further to determine if there is:
An administration problem.
Are the correct communities being allowed or denied access?
A subscriber problem. Do
subscribers know that they are restricted, and is the restriction
appropriate?
Also, depending on how you use the
feature, this report can provide security information if you are monitoring
call activity involving sensitive communities.
At the enter
command: prompt, type one of the following:
list measurements
community day
list measurements
community day mm/dd/yy
where mm/dd/yy
is a date up to 31 days prior to the current date that you want
as a starting point for the report.
If you enter a date,
the report displays one screen of traffic information for each day
from the start date to the current date. If you do not enter a date,
today's traffic information is displayed.
Press F1
(Cancel) to return the cursor to the command line.
Enter exit
or another administrative command at theenter
command: prompt.
Community
Hourly Traffic Report
The Community Hourly Traffic report
shows an hourly measure of messages that were sent and received by each
community.
Report Contents
The report shows the total number
of messages that were sent and received by each community. It also shows
the number of messages that were not sent or received by each community
due to restrictions on sending during any hour in the 192-hour (eight
day) period, including the current hour.
Sending Restrictions Feature
If you use the Sending Restrictions
feature, this report monitors the feature's effectiveness and provides
data for you to check to ensure that the appropriate communities in
your organization are restricted. For example, if a community has a
large number of calls that are blocked by sending restrictions, you
might want to investigate further to determine if there is:
An administration problem. Are the correct communities
being allowed or denied access?
A subscriber problem. Do subscribers know that
they are restricted, and is the restriction appropriate?
Also, depending on how you use the
feature, this report can provide security information if you are monitoring
call activity involving sensitive communities.
At the enter
command: prompt, type one of the following:
list measurements community hour
list measurements community hourmm/dd/yy
list measurements community hourmm/dd/yy
hh
where mm/dd/yy
is the starting date up to 7 days prior to the current date and
hh is the 24-hour time up to 191 hours prior to the current
hour that you want as a starting point for the report.
You must specify a date
before you can specify an hour. If you do not enter a date, the
current hour of the current date is used. If you do not enter an
hour, the report starts with the first hour of the date specified.
The report displays one screen of traffic information for each hour.
Press F1
(Cancel) to return the cursor to the command line.
Enter exit
or another administrative command at theenter
command: prompt.
Feature
Daily Traffic Report
The Feature Daily Traffic report
shows traffic information on a feature-by-feature basis. Features are
divided into call answer features and messaging features.
Press F1
(Cancel) to return the cursor to the command line.
Enter exit
or another administrative command at theenter
command: prompt.
Feature
Hourly Traffic Report
The Feature Hourly Traffic report
shows traffic information on a feature-by-feature basis. Features are
divided into call answer features and messaging features.
where mm/dd/yy
is the starting date up to seven days before the current date and
hh is the starting 24-hour time that is a starting point
for the report.
The date specification
precedes an hour specification. If you do not enter a date, the
current hour of the current date is used. If you do not enter an
hour, the report starts with the first hour of the date specified.
The report displays one screen of traffic information for each hour.
This report records
two screens of traffic information for each hour.
Press F1
(Cancel) to return the cursor to the command line.
Enter exit
or another administrative command at theenter
command: prompt.
Load
Daily Traffic Report
The Load Daily Traffic report shows
daily load traffic information for 1 to 32 days. Traffic load refers
to the number of calls handled by each active port during the reporting
period. Port usage measurements indicate how the ports are actually
being used.
Press F1
(Cancel) to return the cursor to the command line.
Enter exit
or another administrative command at theenter
command: prompt.
Load Hourly Traffic Report
The Load Hourly Traffic report shows
hourly load traffic information for up to 192 hours (8 days). Traffic
load is the number of calls handled by each active port during the
reporting period. Port usage measurements indicate how the ports are
being used.
where mm/dd/yy
is the starting date up to 7 days prior to the current date and
hh is the starting 24-hour time up to 191 hours prior to
the current hour that you want as a starting point for the report.
The date specification
precedes an hour specification. If you do not enter a date, the
current hour of the current date is used. If you do not enter an
hour, the report starts with the first hour of the date specified.
This report displays
two screens of traffic information for each hour.
Press F1
(Cancel) to return the cursor to the command line.
Enter exit
or another administrative command at theenter
command: prompt.
Network
Load Daily Traffic Report
The Network Load Daily Traffic report
shows network channel traffic one day at a time for up to 32 days. This
report can show any nodes that are exceeding specified threshold limits,
the number of calls that went unanswered, the number of calls on each
channel, and other channel traffic information.
where mm/dd/yy
is the starting date up to 31 days prior to the current date that
you want as a starting point for the report. If you do not enter
a date, the current date is used.
The report displays
two screens of traffic information for each day.
Press F1
(Cancel) to return the cursor to the command line.
Enter exit
or another administrative command at theenter
command: prompt.
Network
Load Hourly Traffic Report
The Network Load Hourly Traffic
report shows network channel traffic 1 hour at a time for up to 192
hours (8 days). This report can show any nodes that are exceeding specified
threshold limits, the number of calls that went unanswered, the number
of calls on each channel, and other channel traffic information.
where mm/dd/yy
is the starting date up to 7 days prior to the current date and
hh is the 24-hour time up to 191 hours prior to the current
hour, that you want as a starting point for the report.
The date specification
precedes an hour specification. If you do not enter a date, the
current hour of the current date is used. If you do not enter an
hour, the report starts with the first hour of the date specified.
This report displays
two screens of traffic information for each hour.
Press F1 (Cancel)
to return the cursor to the command line.
Enter exit
or another administrative command at theenter
command: prompt.
Remote
Messages Daily Traffic Report
The Remote Messages Daily Traffic
report gathers up to 8 days of information about traffic load between
a local AUDIX machine and a specified remote AUDIX machine.
list measurements remote-messages day machine
mm/dd/yy
where machine
is the name of the remote AUDIX machine for which you want information
and mm/dd/yy is the starting date up to 7 days prior to the
current date that you want as a starting point for the report.
If you do not enter
a date, the current date is used.
Press F1
(Cancel) to return the cursor to the command line.
Enter exit
or another administrative command at theenter
command: prompt.
Remote
Messages Monthly Traffic Report
The Remote Messages Monthly Traffic
report gathers up to 13 months of information about traffic load between
a local AUDIX machine and a specified remote AUDIX machine.
list measurements remote-messages month
machine mm/yy
where machine
is the name of the remote AUDIX machine for which you want information
and mm/yy is the starting month up to 12 months prior to
the current month that you want as a starting point for the report.
If no month is specified, the current month is used.
Press F1
(Cancel) to return the cursor to the command line.
Enter exit
or another administrative command at theenter
command: prompt.
Special
Features Daily Traffic Report
The Special Features Daily Traffic
shows the outcalling traffic information (which includes outcalling,
message delivery, and AMIS analog networking) for any day during the
most recent 32-day collection period.
where mm/dd/yy
is the starting date up to 31 days prior to the current date that
you want as a starting point for the report. If you do not enter
a date, the current date is used.
Press F1
(Cancel) to return the cursor to the command line.
Enter exit
or another administrative command at theenter
command: prompt.
Special
Features Hourly Traffic Report
The Special Features Hourly Traffic
shows the outcalling traffic information (which includes outcalling,
message delivery, and AMIS analog networking) for any hour during the
most recent 192-hour (8-day) period.
list measurements special-features hour
mm/dd/yy hh
where mm/dd/yy
is the starting date up to 7 days prior to the current date and
hh is the 24-hour time up to 191 hours prior to the current
hour that you want as a starting point for the report.
The date specification
precedes an hour specification. If you do not enter a date, the
current hour of the current date is used. If you do not enter an
hour, the report starts with the first hour of the date specified.
Press F1
(Cancel) to return the cursor to the command line.
Enter exit
or another administrative command at theenter
command: prompt.
Subscriber
Daily Traffic Report
The Subscriber Daily Traffic report
shows traffic information about a specific subscriber for any day within
the most recent 8-day period. This report can help you track a particular
subscriber's mail-usage patterns.
list measurements subscriber day username/extension
list measurements subscriber day username/extension
mm/dd/yy
where username/extension
is the name or telephone extension of the administered AUDIX subscriber
that you want a report for and mm/dd/yy is the starting date
up to 7 days prior to the current date that you want as a starting
point for the report.
If you do not enter
a date, the current date is used. This report displays four screens
of traffic information for each day.
Note: If the
subscriber's name is administered in your system with an embedded
space, such as Jane Doe, you must type the name enclosed in
quotation marks, for example, "Jane Doe".
Press F1
(Cancel) to return the cursor to the command line.
Enter exit
or another administrative command at theenter
command: prompt.
Subscriber
Monthly Traffic Report
The Subscriber Daily Traffic report
shows traffic information about a specific subscriber for any month
within the most recent 12-month period. This report can help you track
a particular subscriber's mail-usage patterns.
list measurements subscriber month username/extension
list measurements subscriber month username/extension
mm/yy
where username/extension
is the name or telephone extension of the administered AUDIX subscriber
that you want a report for and mm/yy is the starting month
up to 12 months prior to the current month that you want as a starting
point for the report.
If you do not specify
a month, the current month is used. This report displays four screens
of traffic information for each month.
Note: If the
subscriber's name is administered in your system with an embedded
space, such as Jane Doe, you must type the name enclosed in
quotations, for example, "Jane Doe".
Press F1
(Cancel) to return the cursor to the command line.
Enter exit
or another administrative command at theenter
command: prompt.
Traffic
Snapshot Daily Report
The Traffic Snapshot Daily report
shows all of the traffic data that occurred on your INTUITY AUDIX system
during a specific day. This report shows all incoming and outgoing traffic
for local machines and remote machines.
list measurements traffic-snapshot day connection
type
list measurements traffic-snapshot day connection
type mm/dd/yy
where connection
type is the type of network connection and mm/dd/yy is
the date of the network traffic that you want to display.
If you do not enter
a date, the system uses the current date.
Tip: To print
the content of these screens, precede the keyword list
with print. You must have a system printer available
and enabled to print screens.
Press F1
(Cancel) to return the cursor to the command line.
Enter exit
or another administrative command at theenter
command: prompt.
Traffic
Snapshot Monthly Report
The Traffic Snapshot Monthly report
shows all of the traffic data that occurred on your INTUITY AUDIX system
during a month. This report shows all incoming and outgoing traffic
for local machines and remote machines.
list measurements traffic-snapshot month
connection type
list measurements traffic-snapshot month
connection type mm/yy
where connection
type is the type of network connection and mm/yy is the
month of the network traffic that you want to display.
If you do not enter
a month, the system uses the current month.
Tip: To print
the content of these screens, precede the keyword list
with print. You must have a system printer available
and enabled to print screens.
Press F1
(Cancel) to return the cursor to the command line.
Enter exit
or another administrative command at theenter
command: prompt.
Interpreting
Traffic Report Findings
The various reports can be helpful
tools for system planning, diagnosing system and subscriber problems,
and for recognizing and diagnosing trends.
Feature
Reports and Grade of Service
The Feature Daily Traffic and Feature
Hourly Traffic reports each display two separate reports. These reports
list session traffic or message traffic information for up to 32 consecutive
days or 192 consecutive hours, respectively. The Maximum Average
Voice Ports in Use: field and the Maximum Average IMAPI
Sessions in Use: field are particularly important fields in the
Feature Daily Traffic and Feature Hourly Traffic reports.
These reports play an important
role in determining your system's grade of service (GOS). Among other
uses, GOS is used in determining port requirements. Port requirements
on the AUDIX system are based on the use of ports for all applications,
including call answer, messaging (voice, email, and fax), automated
attendant, outcalling, AMIS analog networking, and call delivery.
Definition of Grade of Service
GOS is a parameter that describes
the delays in accessing a port on the AUDIX system. Ideally, it is recommended
that enough ports be provided so that there is always a port available.
However, this is not necessary since calls are queued in an automatic
call distribution (ACD) group or hunt group until a port is available.
This queuing is acceptable to subscribers as long as the delays are
not too long.
GOS is defined as the fraction of
calls that are queued for longer than 10% of the average holding time
on the ports. For example, if the average holding time on an AUDIX system
port is 100 seconds, a 0.05 GOS means that 5% of the calls will experience
queueing delays of greater than 10 seconds. A 0.05 or lower GOS is generally
recommended for the AUDIX system.
Determining Grade of Service
To determine the GOS on an installed
INTUITY AUDIX system, you must retrieve the average number of ports
that are used during the busiest hour from the system traffic data.
Retrieval can be done by locating the Maximum Average Ports in
Use field on the Feature Daily Traffic screen. Calculate the
average of this value over several days to get a reliable indicator.
Next, locate the number of ports
on your system in the first column of the INTUITY
AUDIX Port Capacity in Erlangs (Avg. Ports in Use) at Various GOS
table. Look across the row until you find the number that is equal to
or just larger than your Maximum Average Ports in Usevalue. The number at the top of the column is the GOS during
the busiest hour.
Example of How to Determine
Grade of Service
For example, you have a system with
12 ports. Over the course of 54 business days, you record the value
in the Maximum Average Ports in Use field on the Feature
Daily Traffic screen. You add the five numbers together and divide by
five to get an average of 7.25. You then look in the Port column in
the table for the row that starts with 12 (the number of ports in this
sample system). Looking across that row, note that the value that is
equal to or just larger than 7.25 is 7.38. The GOS at the top of that
column is 0.05.
You can also use the table to determine
the number of ports required for a system under the present load. For
example, if a 0.03 GOS is desired, look for the column with the heading
of 0.03 GOS. Look down that column to find the number equal to or just
larger than the value in the Maximum Average Ports in Use field
from the Feature Daily Traffic screen. Then look across to the value
in the left-hand column of that row to determine the number of ports
required for a 0.03 GOS.
To continue this example, assume
that your Maximum Average Ports in Use is 45. Looking down
the 0.03 GOS column, the closest value to 45 is 45.38. Looking leftward
to the corresponding Port column, you see that 56 ports are required
to maintain a 0.03 GOS. Note that ports are always sold in increments
of two, so if the number of ports shown is an odd number, round it up
by one.
Table: INTUITY AUDIX Port Capacity in Erlangs
(Avg. Ports in Use) at Various GOS
Ports
0.01 GOS
0.02 GOS
0.03 GOS
0.04 GOS
0.05 GOS
0.06 GOS
0.08 GOS
0.10 GOS
2
0.16
0.23
0.29
0.33
0.38
0.41
0.48
0.54
3
0.47
0.61
0.71
0.79
0.86
0.92
1.03
1.12
4
0.89
1.09
1.22
1.34
1.43
1.51
1.65
1.78
5
1.38
1.64
1.81
1.94
2.07
2.17
2.35
2.49
6
1.92
2.24
2.44
2.60
2.74
2.86
3.06
3.22
7
2.51
2.86
3.11
3.31
3.44
3.58
3.81
4.00
8
3.14
3.53
3.81
4.00
4.17
4.33
4.58
4.78
9
3.78
4.22
4.53
4.75
4.94
5.08
5.36
5.58
10
4.44
4.92
5.25
5.50
5.69
5.89
6.17
6.42
11
5.14
5.67
6.00
6.28
6.50
6.67
6.97
7.25
12
5.83
6.39
6.78
7.06
7.28
7.47
7.81
8.08
13
6.56
7.17
7.56
7.83
8.08
8.31
8.64
8.92
14
7.31
7.92
8.33
8.64
8.92
9.14
9.50
9.78
15
8.03
8.69
9.14
9.47
9.72
9.97
10.33
10.64
16
8.81
9.50
9.94
10.28
10.56
10.81
11.19
11.53
17
9.56
10.29
10.76
11.12
11.41
11.65
12.06
12.39
18
10.34
11.09
11.58
11.95
12.25
12.51
12.93
13.27
19
11.12
11.91
12.41
12.79
13.10
13.37
13.80
14.16
20
11.91
12.72
13.25
13.64
13.96
14.23
14.68
15.05
21
12.71
13.55
14.09
14.49
14.82
15.10
15.56
15.94
22
13.51
14.38
14.93
15.35
15.69
15.98
16.45
16.84
23
14.32
15.21
15.78
16.21
16.56
16.85
17.34
17.73
24
15.14
16.05
16.64
17.08
17.44
17.74
18.23
18.64
25
15.96
16.90
17.50
17.95
18.31
18.62
19.13
19.54
26
16.78
17.75
18.36
18.82
19.20
19.51
20.03
20.45
27
17.61
18.60
19.23
19.70
20.08
20.40
20.93
21.36
28
18.44
19.46
20.10
20.58
20.97
21.30
21.84
22.28
29
19.28
20.32
20.97
21.46
21.86
22.20
22.75
23.19
30
20.12
21.18
21.85
22.35
22.76
23.10
23.66
24.11
31
20.97
22.05
22.73
23.24
23.65
24.00
24.57
25.03
32
21.82
22.92
23.61
24.13
24.55
24.90
25.48
25.95
33
22.67
23.79
24.50
25.02
25.45
25.81
26.40
26.87
34
23.53
24.66
25.38
25.92
26.35
26.72
27.32
27.80
35
24.38
25.54
26.27
26.82
27.26
27.63
28.24
28.72
36
25.25
26.42
27.17
27.72
28.17
28.54
29.16
29.66
37
26.11
27.31
28.06
28.63
29.08
29.46
30.08
30.59
38
26.98
28.19
28.96
29.53
29.99
30.38
31.01
31.52
39
27.84
29.08
29.86
30.44
30.90
31.29
31.93
32.45
40
28.72
29.97
30.76
31.34
31.82
32.21
32.86
33.38
41
29.59
30.86
31.66
32.26
32.73
33.13
33.79
34.32
42
30.47
31.76
32.57
33.16
33.65
34.06
34.72
35.25
43
31.35
32.65
33.47
34.08
34.57
34.98
35.65
36.19
44
32.23
33.55
34.38
34.99
35.49
35.91
36.59
37.13
45
33.11
34.45
35.29
35.91
36.41
36.83
37.52
38.07
46
33.99
35.35
36.20
36.83
37.33
37.76
38.45
39.01
47
34.88
36.25
37.11
37.75
38.26
38.69
39.39
39.96
48
35.77
37.16
38.02
38.67
39.19
39.62
40.33
40.90
49
36.66
38.06
38.94
39.59
40.11
40.55
41.27
41.84
50
37.55
38.97
39.85
40.51
41.04
41.48
42.21
42.79
51
38.44
39.88
40.77
41.44
41.97
42.42
43.15
43.73
52
39.33
40.79
41.69
42.36
42.90
43.35
44.09
44.68
53
40.23
41.70
42.61
43.29
43.83
44.29
45.03
45.63
54
41.13
42.61
43.53
44.22
44.77
45.23
45.98
46.58
55
42.03
43.52
44.45
45.15
45.70
46.17
46.92
47.53
56
42.93
44.44
45.38
46.08
46.64
47.10
47.86
48.48
57
43.83
45.35
46.30
47.01
47.57
48.04
48.81
49.43
58
44.73
46.27
47.23
47.94
48.51
48.98
49.76
50.38
59
45.64
47.19
48.16
48.87
49.44
49.92
50.70
51.33
60
46.54
48.11
49.09
49.81
50.38
50.86
51.65
52.28
61
47.45
49.03
50.01
50.74
51.32
51.81
52.60
53.24
62
48.36
49.95
50.94
51.67
52.26
52.75
53.55
54.19
63
49.27
50.87
51.87
52.61
53.20
53.70
54.50
55.15
64
50.18
51.79
52.80
53.55
54.14
54.64
55.45
56.10
65
51.09
52.72
53.73
54.48
55.09
55.59
56.40
57.06
66
52.00
53.65
54.67
55.42
56.03
56.54
57.35
58.01
67
52.91
54.57
55.61
56.37
56.97
57.48
58.31
58.97
68
53.83
55.50
56.54
57.31
57.92
58.43
59.26
59.93
69
54.75
56.43
57.48
58.25
58.86
59.38
60.21
60.88
70
55.66
57.36
58.41
59.19
59.81
60.33
61.17
61.84
71
56.58
58.29
59.35
60.13
60.75
61.28
62.12
62.80
72
57.50
59.22
60.29
61.07
61.70
62.23
63.08
63.76
73
58.42
60.15
61.22
62.01
62.65
63.18
64.04
64.72
74
59.34
61.08
62.16
62.96
63.60
64.13
64.99
65.68
75
60.26
62.02
63.10
63.91
64.55
65.08
65.95
66.64
76
61.18
62.95
64.04
64.85
65.50
66.03
66.91
67.61
77
62.10
63.88
64.99
65.80
66.44
66.99
67.87
68.57
78
63.03
64.82
65.92
66.74
67.40
67.94
68.82
69.53
79
63.95
65.75
66.87
67.69
68.35
68.90
69.78
70.49
80
64.88
66.69
67.81
68.64
69.30
69.85
70.74
71.45
81
65.80
67.62
68.76
69.59
70.25
70.80
71.70
72.42
82
66.73
68.56
69.70
70.54
71.20
71.76
72.66
73.38
83
67.66
69.50
70.64
71.48
72.16
72.71
73.62
74.34
84
68.59
70.44
71.59
72.44
73.11
73.67
74.58
75.31
85
69.51
71.38
72.54
73.39
74.06
74.63
75.54
76.28
86
70.44
72.32
73.48
74.33
75.02
75.58
76.51
77.24
87
71.37
73.26
74.43
75.29
75.97
76.54
77.47
78.20
88
72.30
74.20
75.38
76.24
76.93
77.50
78.43
79.17
89
73.23
75.15
76.32
77.19
77.88
78.46
79.39
80.14
90
74.17
76.09
77.27
78.14
78.84
79.42
80.36
81.10
91
75.10
77.03
78.22
79.09
79.79
80.38
81.32
82.07
92
76.03
77.97
79.17
80.05
80.75
81.34
82.28
83.04
93
76.97
78.91
80.12
81.00
81.71
82.30
83.25
84.01
94
77.90
79.86
81.07
81.96
82.67
83.26
84.22
84.97
95
78.84
80.80
82.02
82.91
83.63
84.22
85.18
85.94
96
79.77
81.75
82.97
83.87
84.58
85.18
86.14
86.91
We recommend that you monitor port
usage regularly and plot it over time to anticipate traffic needs. We
also recommend that you observe port capacities on a weekly basis on
new systems or when you are adding new subscribers, and on a monthly
basis on older systems.
Spotting
Potential System Problems
In addition to helping determine
GOS and port usage, the Feature Daily Traffic and Feature Hourly Traffic
reports provide statistical information that is useful for spotting
potential problems and for evaluating how your AUDIX system is actually
used. This information includes the:
Number of subscribers administered in the AUDIX
system
Total call answer and voice session usage time
Number of login attempts and abandoned calls
Number of voice mail, call answer, broadcast,
login, priority, and private messages sent
Average length of voice mail and call answer
calls
Types of messages, including voice, text, and
fax components and binary attachments
Load Reports
The Load Daily Traffic and Load
Hourly Traffic reports display information about the number of calls
handled by each active port for up to 32 consecutive days or 192 consecutive
hours, respectively.
Note: The Maximum
Simultaneous Ports in Use field and Maximum Simultaneous
IMAPI Sessions in Use field in the Load Daily Traffic and
Load Hourly Traffic reports provide valuable information about
system load, but they are not for use with GOS calculations.
Spotting
Switch Problems
The average number and duration
of the calls that are made to the AUDIX system during the period is
reported. These numbers could indicate a problem at the switch with
either port coverage or distribution if one port is overloaded and other
ports are underloaded.
Spotting
Threshold Problems
Threshold exceptions indicate that
subscribers tried to use more message or list space than was available
and that warnings were issued. These exceptions can be the first indication
that you need to change certain information contained in other screens.
If you notice a large number of
threshold exceptions for lists, it could mean that you initially miscalculated
the maximum number of lists per subscriber. You can increase the number
of lists assigned to each subscriber through both the System Parameters
Limits and COS screens. You can also ask subscribers to delete old or
unnecessary lists.
The upper and lower limits for message
space are shown on the screen. If the limits are consistently exceeded,
you can do any or all of the following:
Increase mailbox size for an individual subscriber
on the Subscriber screen or for a Class of Service on the COS screen.
Decrease message retention times on both the
Subscriber and COS screens. This action limits the length of time
that the AUDIX system retains messages within subscribers' mailboxes,
resulting in the more frequent deletion of old messages.
Issue a notice (broadcast a message) to subscribers
asking them to delete messages immediately after listening to them
or to regularly clean both their incoming and outgoing mailboxes.
Raise the thresholds administered on the System
Parameters Thresholds screen.
Call Management
System Reports
The Release 3 Call Management System
(R3 CMS) is a software product used with the automatic call distribution
(ACD) feature of a DEFINITY switch. The R3 CMS collects call-traffic
data, formats management reports, and provides an administrative interface
to the ACD feature. R3 CMS also collects data on and provides an administrative
interface to the Call Vectoring feature, which is available with the
ACD feature on many Avaya switches.
If your company has R3 CMS connected
to your switch and you are using the Call Vectoring feature to route
calls to the INTUITY AUDIX system, you have the option of using R3 CMS
reports to view AUDIX traffic data. You can use R3 CMS reports in these
circumstances because calls routed to the AUDIX system through call
vectoring are carried on a vector directory number (VDN), which is an
extension defined in the switch software. R3 CMS collects data on VDNs
and can generate reports on VDNs. Thus, R3 CMS reports on the VDN that
carries calls to the AUDIX system contain traffic data for the system.
The following are examples of the
types of AUDIX data that R3 CMS VDN reports collect:
The total number of calls to the AUDIX system
The average time that calls waited before being
answered by the AUDIX system (if you are using managing split or route
to split commands)
The average length of a call (average talk time)
to the AUDIX system
The number of calls that transferred out of the
AUDIX system
The busiest hour of the day, based on the number
of calls
For more information about R3 CMS
and the data you can collect, see CentreVu Call Management System
Administration, 585-215-800, and CentreVu Call Management System
Reports, 585-215-801.
R3 CMS also collects data about the AUDIX system by identifying
the AUDIX system as a measured ACD split/hunt group. However,
measuring an AUDIX split with CMS is notrecommended
because AUDIX split activity can significantly deteriorate the
performance of R3 CMS. AUDIX split and agent data can also quickly
fill R3 CMS disk space.
In addition, CMS VDN data about the AUDIX system might not match
the data collected in AUDIX traffic reports or ADAP. Calls might
spend time in vector processing before actually connecting to
the AUDIX split. CMS collects VDN data on calls during this time,
but AUDIX does not. Additional discrepancies can exist for various
reasons, including differing points at which R3 CMS and the AUDIX
system count answered and abandoned calls and the way calls are
tracked while being rerouted through the switch.
