Message error logs 

Overview

An error is a problem condition that occurs that may lead to service problems. Some errors are stored for informational purposes only. To provide a record of events related to the processing of messages and the operation of the system, the messaging software logs errors and other events. All message error log entries record the event and time the event occurred.

The message logs include notice of communication problems between the messaging software and another system, such as the ICM server or the POP3-compliant mail server. However, problems between other systems appear in the logs for those systems. For instance, a communication problem between the DEFINITY ECS and the CentreVu Computer Telephony server appears in the CentreVu Computer Telephony reporting system.

Errors can occur during the message handling flow process. In some cases when an error condition occurs, the messaging software delivers an alarm email message to report the problem. The administrator can then take the necessary action to correct the problem.

Log and error files

The messaging software stores all log and error files (except the archive log) in the default-installation directory C:\Program Files\Message Care\logfiles.

The messaging software has the following error logs:

Message alarms

In specific situations, the messaging software will deliver alarms. The following list provides the alarms that the messaging software delivers:

Error log files

Application errors for the messaging software are logged in the \mcerrorlog.txt file (where the default installation directory is: c:\Program Files\MessageCare).

Also, most of the messaging software processes keep a "trace" (or error) log for that process. The process trace logs are as follows:

Mail Manager error codes

The following are error codes used by the Mail Manager:

The database limits in errors 2001 through 2004 above may change.

Message Care DLL error codes

Error codes 1002 through 1015 are used by the Message Care Dynamic Link Library (DLL).

Mail Test Tool error codes

Error codes 1002 through 1015 are used by the Mail Test Tool

Simple Mail Transfer Protocol error codes

Error codes defined by the Simple Mail Transfer Protocol (SMTP) may be included in error messages 1002, 1012, and 1015.

These include the following, which are taken from RFC 821 (SMTP):

Please see the Message Care Installation CD-ROM for additional error codes.

Viewing the error logs

Error logs can be viewed using a simple text editor (for example, WordPad).

Recoverable and non-recoverable delivery failures

Whenever there is a recoverable delivery failure, the messaging software will try to redeliver the message until it succeeds. Whenever there is a non-recoverable delivery failure, Message Care will record an error log entry for non-recoverable delivery failures but will not attempt to redeliver the message. The log will record the DEFINITY ECS extension where the call was delivered, the agent ID if available, the called number, any Adjunct/Switch Applications Interface (ASAI) digits associated with the call, and any error conditions received from DEFINITY ECS, including any J-TAPI provider proprietary data.

Recoverable delivery failures

Your vectors may disconnect message calls due to designed queue limits. When a call failure of this type is encountered, the messaging software repeatedly continues trying to deliver the message call.

A message retry is initiated after a 15-minute delay. When retrying a message call, the messaging software launches the call using the same call setup parameters, dialed number, and any ASAI-provided digits. A retried message will be placed in the overflowed queue based on its retrieval time.

The following message call delivery errors will repeatedly launch message calls until the error is corrected:

Non-recoverable delivery failures

Other conditions, such as the call being routed off-switch repeatedly, have a limited number of retries.

The messaging software stops trying to deliver a message call after the message call has received three non-recoverable call delivery errors that are encountered in consecutive call attempts. For example, if you incorrectly administered the number to call and the message call repeatedly failed to be delivered by the DEFINITY ECS, the messaging software will stop launching this message call after three tries.

When this occurs, the message will be placed in the failed state and no further attempts will be made to launch message calls relative to a failed message.

Failures need not be the same. For example, if the first call attempt was rejected due to an invalid number and the next two calls result in the call being routed off-switch, then the message will fail. Messages in the failed state can only be manually retrieved by an agent since the messaging software will not try any further automatic deliveries.

The following are the known non-recoverable message call delivery errors that can result when the messaging software places the message in the failed status state:

   


Copyright © 2001
Avaya Inc.
All rights reserved.
Modified: March 19, 2001