Voice Portal: MPP not answering the calls

Doc ID    SOLN214431
Version:    5.0
Status:    Published
Published date:    26 Nov 2021
Created Date:    15 Nov 2012
Author:   
Mukti Sharma
 

Details

V.P 5.1

Problem Clarification

MPP was not answering the calls.

The MPP has already been restarted.

Cause

 

MPP station were invoking the application and ‘end details’ points towards an application error.
 
There were also some ASR not responding errors.

Note: Issue may be outside the AAEP-POM contact your Service Provider to check there end to ensure all is functioning

Solution

 

 
Current analysis:
 
For MPP1
 
In below report, MPP station are invoking the application and ‘end details’ points towards an application error.
 
 

 

  Start Time 
  Voice Portal 
  MPP 
  Application 
  Originating # 
  Destination # 
  Duration 
  End Type 
  End Details 
11/1/12 11:37:19 AM
VoicePortal
MPP1
IVR GEN 2 Production
14
Near End Disconnect
NearEndDisconnect : Application exited. [ERRORS]
11/1/12 11:36:02 AM
VoicePortal
MPP1
IVR GEN 2 Production
AA Inbound P
30
Near End Disconnect
NearEndDisconnect : Application exited. [ERRORS]
11/1/12 11:35:49 AM
VoicePortal
MPP1
IVR GEN 2 Production
tel:ACD Incoming 41
2
Near End Disconnect
NearEndDisconnect : Application exited. [ERRORS]
11/1/12 11:35:37 AM
VoicePortal
MPP1
Prod Call
2
Near End Disconnect
NearEndDisconnect : Application exited. [ERRORS]
11/1/12 11:35:36 AM
VoicePortal
MPP1
IVR GEN 2 Production
tel:ACD Incoming 41
2
Near End Disconnect
NearEndDisconnect : Application exited. [ERRORS]
11/1/12 11:35:05 AM
VoicePortal
MPP1
IVR GEN 2 Production
62
Near End Disconnect
NearEndDisconnect : Application exited. [ERRORS]
11/1/12 11:35:05 AM
VoicePortal
MPP1
IVR GEN 2 Production
35
Near End Disconnect
NearEndDisconnect : Application exited. [ERRORS]
 
Even in alarm report we can see many application related errors are reported
 
 

 

11/1/12 11:34:44 AM
UNACK
MPP1
VP Session Manager
Minor
QSESM00070
PSESM00070
QSESM00070: Application errors occurred for an application
11/1/12 11:07:12 AM
UNACK
MPP1
VP Session Manager
Minor
QSESM00070
PSESM00070
QSESM00070: Application errors occurred for an application
 
 
 
From the available log it doesn’t seems that MPP was having any issue. 
MPP logging was not enabled to any level,so no information have been captured.
 
 
 
For MPP5
 
 
MPP logs of MPP5 are  showing  ASR errors. No other error are seen.
 
ASR errors:
@2012-11-09 10:21:56,169|PASR_00001|WARN|ASR|31168|FileName=asr/MrcpASRProvider.cpp,LineNumber=185|Could not find an available ASR server.|AAAAAA00100815####
@2012-11-09 10:21:56,169|PASR_00001|WARN|ASR|31168|FileName=asr/MrcpASRProvider.cpp,LineNumber=185|Could not find an available ASR server.|AAAAAA00100815####
@2012-11-09 10:21:56,169|PASR_00001|WARN|ASR|31168|FileName=asr/MrcpASRProvider.cpp,LineNumber=185|Could not find an available ASR server.|AAAAAA00100815####
@2012-11-09 10:21:56,169|PASR_00003|WARN|ASR|31168|FileName=asr/MrcpASRProvider.cpp,LineNumber=303|Failed to get an ASR port!|AAAAAA00100815####
@2012-11-09 10:21:56,169|PSESM00011|INFO|SessMgr|31168|FileName=SpeechCtrl.cpp,LineNumber=1046|ASR connect to server  failed to initialize with error 'no ASR resource available'|AAAAAA00100815####
@2012-11-09 10:21:56,220|PASR_00001|WARN|ASR|31168|FileName=asr/MrcpASRProvider.cpp,LineNumber=185|Could not find an available ASR server.|AAAAAA00100815####
@2012-11-09 10:21:56,220|PASR_00001|WARN|ASR|31168|FileName=asr/MrcpASRProvider.cpp,LineNumber=185|Could not find an available ASR server.|AAAAAA00100815####
@2012-11-09 10:21:56,220|PASR_00001|WARN|ASR|31168|FileName=asr/MrcpASRProvider.cpp,LineNumber=185|Could not find an available ASR server.|AAAAAA00100815####
@2012-11-09 10:21:56,220|PASR_00003|WARN|ASR|31168|FileName=asr/MrcpASRProvider.cpp,LineNumber=303|Failed to get an ASR port!|AAAAAA00100815####
@2012-11-09 10:21:56,220|PSESM00011|INFO|SessMgr|31168|FileName=SpeechCtrl.cpp,LineNumber=1046|ASR connect to server  failed to initialize with error 'no ASR resource available'|AAAAAA00100815####
 
This was probably the time when MPP was stopped:
 
 
@2012-11-12 11:27:45,767|PSESM00059|INFO|SessMgr|2517|FileName=SessionMgr.cpp,LineNumber=1775|Session Manager is shutting down with reason ProcessStop and grace period 300|AAAAAA00100815####
 
 
@2012-11-12 11:32:15,966|PSESM00058|INFO|SessMgr|26607|FileName=SessionMgr.cpp,LineNumber=846|Session Manager is initialized and ready...|AAAAAA00100815####
 
@2012-11-12 11:32:36,853|PMRCP00009|INFO|MRCP|26667|FileName=asr/MrcpASRPort.cpp,LineNumber=1008|Established connection to the server [Nuance Production OSR]. Port:1 State:IDLE MRCPSess: VPSess: Server:aaaaaa00100915.r3.money.ge.com/media/speechrecognizer File:asr/MrcpASRPort.cpp Line:1008|AAAAAA00100815####
@2012-11-12 11:32:36,853|PMRCP00009|INFO|MRCP|26667|FileName=asr/MrcpASRPort.cpp,LineNumber=1008|Established connection to the server [Nuance Production OSR 3]. Port:3 State:IDLE MRCPSess: VPSess: Server:aaaaaa00101117.r3.money.ge.com/media/speechrecognizer File:asr/MrcpASRPort.cpp Line:1008|AAAAAA00100815####
@2012-11-12 11:32:36,854|PMRCP00009|INFO|MRCP|26667|FileName=tts/MrcpTTSPort.cpp,LineNumber=970|Established connection to the server [Production TTS server]. Port:1 State:IDLE MRCPSess: VPSess: Server:aaaaaa00100916.r3.money.ge.com/media/speechsynthesizer File:tts/MrcpTTSPort.cpp Line:970|AAAAAA00100815####
 
VPMS logs User datacom stopped/started the MPP
 
@2012-11-12 11:27:40,294 EST|POMS_00203:messages.vpmsMsgCode|INFO|OMS|VoicePortal|TP-Processor22|User=datacom|Stop requested for MPPs: MPP5|String:MPP5||||||vpms|1234567890####
@2012-11-12 11:27:40,297 EST|POMS_00208:messages.vpmsMsgCode|INFO|OMS|VoicePortal|TP-Processor22|User=datacom|Stopping MPPs: MPP5|String:MPP5|String:Stop|||||vpms|1234567890####
@2012-11-12 11:27:40,297 EST|POMS_00208:messages.vpmsMsgCode|INFO|OMS|VoicePortal|TP-Processor22|User=datacom|Stopping MPPs: MPP5|String:MPP5|String:Stop|||||vpms|1234567890####
 
@2012-11-12 11:32:14,443 EST|PADMN01115:messages.vpmsMsgCode|INFO|Administration|VoicePortal|TP-Processor28|User=datacom|Starting MPPs MPP5.|String:MPP5||||||vpms|1234567890####
@2012-11-12 11:32:14,443 EST|PADMN01115:messages.vpmsMsgCode|INFO|Administration|VoicePortal|TP-Processor28|User=datacom|Starting MPPs MPP5.|String:MPP5||||||vpms|1234567890####
@2012-11-12 11:32:14,809 EST|POMS_00004:messages.vpmsMsgCode|INFO|OMS|VoicePortal|VP-MPP-Interface||Start command sent successfully to MPP5|String:MPP5||||||vpms|1234567890####
: @2012-11-12 11:32:14,809 EST|POMS_00004:messages.vpmsMsgCode|INFO|OMS|VoicePortal|VP-MPP-Interface||Start command sent successfully to MPP5|String:MPP5||||||vpms|1234567890####
 
 
Recommendation:
 
·         if such issue occurs again,  please enable the MPP logging to finest level ( except for Telephony: set it to Finer) and make some test calls. This will populate into MPP logs the information which can help in finding the root cause.  Then the MPPs can be restarted. And logging set back to Off or Fine.
·         It is also recommended to reboot the Voice Portal servers at least every 6 months.
 

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