Identifying possible causes of problems

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Identifying possible causes of problems

Generally, you will work with Avaya support representatives to identify the cause of the problem and correct it. However, you may find that some problems are easy to identify and resolve on your own.

The following table describes common problems and suggests actions you can take to identify them:

Problems	Effects	Actions
Disconnection or poor connection of cables to the back of the IR system	Possible effects include: Monitor, keyboard, or mouse are not operating. Speech functions and data resident on servers are not accessible.	Check the cable connections. See Checking cable connections for more information.
Inadequate or expired feature licensing Note: Renaming the IR system may cause loss of feature licensing.	Affected features are not functioning, or are not functioning as expected.	From web administration, go to the Feature Licensing screen (Configuration Management > Feature Licensing) to identify the features licensed for the system. Contact your Avaya support representative if you have renamed the IR system or to purchase more features, if you require them.
Calls not terminating on the IR system.	Callers hear a fast busy signal.	From web administration, go to Configuration Management > System Control. Stop and start the voice system.
Poor communication or no communication with required servers across the LAN	Possible effects include: Response times for speech functions and data retrieval are slow, interrupted, or both. Speech functions and data resident on servers are not accessible to voice response applications.	Test the LAN connection. See Checking LAN communications for more information. Work with your LAN administrator as needed to resolve the problem. Add additional proxy speech servers or speech server resources
Incorrect system administration, such as errors in channel assignments, server assignments, and other configuration information	Degraded or non-functional voice response services	From web administration, go to the Display Equipment screen (Configuration Management > Voice Equipment > Display Equipment) and check the system settings. Make corrections as needed.
Inadequate system resources (memory, CPU, disk)	Poor response times, speech breaks, load-related messages and alarms, increased hold times and blocking of calls	Assess the load and reduce it, if necessary. Manage better the performance of your system in the future.
Voice response application coding errors	Degraded or non-functional voice response services Dropped calls	Contact the vendor or internal staff who develop your applications.