Voice system not answering
The voice system will not take calls. The voice system rings but does not answer, or the voice system is busy.
Note:
If you depend on a host system for caller services, refer to Host interaction problems.
To check on possible causes of the problem:
- Determine whether the voice response application required for the service is running.
- If the application is a permanent process, use the Solaris
ps command to list the running processes and look for the application process. - If the application is started on demand, the AD (application dispatch) process starts it when a call arrives for that application.
- If the application is not running, take any required actions to correct the operation of the voice response application.
The application may not be installed or there may be errors in coding. For instance, the voice response application should contain an action to answer the phone. Check with the person responsible for development of voice response applications for more information.
- If the voice response application is running correctly and does not contain errors, ensure that all cards are in the in service (INSERV) state by taking one of the following actions:
- Enter display card all and press Enter.
- Go to the Display Equipment screen (Configuration Management > Voice Equipment > Display Equipment).
- If cards are not in service, either try to restore them or contact your Avaya support representative.
See Restoring cards and channels for procedures that may bring cards back into service.
- If cards are in service, go to the Channel Services screen (Voice Equipment > Voice Services > Channel Services) and verify that required voice response applications are assigned to the appropriate channels.
- If Speech Recognition or Text-to-Speech are in use, make sure that those applications are working and that servers running the applications are accessible.
- Go to the Message Log Report screen (Reports > Message Log Report) and check for messages indicating that the Transaction State Machine process (TSM) is respawning due to an excessive number of channels in the system.
The message MTC017 (MTC_RESPAWN) indicates respawning of a system maintenance process.
- If TSM is respawning due to an excessive number of channels, reassign channels to another Avaya IR system or contact your Avaya support representative to order more channels.
