Genesys CSTA Troubleshooting Guide [PDF]
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted witho
45 0 617KB
![Genesys CSTA Troubleshooting Guide [PDF]](https://vdoc.tips/img/200x200/genesys-csta-troubleshooting-guide.jpg)
- Author / Uploaded
- Hassan Daoud
Datei wird geladen, bitte warten...
Zitiervorschau
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
Omnitouch / Genesys Troubleshooting Guide
Abstract : Genesys on Omnitouch troubleshooting Guideline for CSTA
This document is a guideline for trouble shooting on CSTA
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
1/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
Summary
1.
This document ....................................................................................................................4 Purpose of this document ...............................................................................................4 Public..............................................................................................................................4 2. CSTA Licenses ...................................................................................................................6 2.1. OPS PBX licenses ..........................................................................................................6 4400 OPS locks checking ........................................................................................................6 Server activity ..........................................................................................................................6 License for OmniGenesys........................................................................................................8 2.2. Get possible monitored objects ....................................................................................12 3. Analyse method ................................................................................................................13 3.1. Method..........................................................................................................................13 3.2. Reproduce it..................................................................................................................13 3.3. Collect piece of informations .......................................................................................13 Report the version ..................................................................................................................13 Collect the PBX incidents......................................................................................................13 Verify the basics ....................................................................................................................13 What is the scenario which creates that malfunctioning........................................................13 What are the objects involved in the scenario .......................................................................14 What are the call types...........................................................................................................14 What are the action performed by the object .........................................................................14 What are the CSTA used option ............................................................................................14 What are the system used option ...........................................................................................15 What is the status of CSTA buffers .......................................................................................15 Can i reproduce the scenario..................................................................................................16 Other informations about the issue ........................................................................................16 3.4. Miscellaneous ...............................................................................................................16 Use pilot tool..........................................................................................................................16 Traces on monoserver ............................................................................................................17 Reset a blocked Z...................................................................................................................19 4. 4400 R&D traces ..............................................................................................................20 4.1. PBX Configuration.......................................................................................................20 4.2. mtracer options .............................................................................................................20 SIP / RSI traces ......................................................................................................................20 Set in incorrect status .............................................................................................................21 CSTA service traces...............................................................................................................21 To get RSI traces in pbx ........................................................................................................22 To get an equipment traces ....................................................................................................22 To get the traces of a set at this time: exp a blocked Z..........................................................22 To get the traces within RSI and ABC ..................................................................................23 To get the traces for SIP ........................................................................................................23 To get the traces of a set with VAD function ........................................................................23 To get traces for vps line........................................................................................................24 To get the traces of a set with VAD function ........................................................................24 1.1. 1.2.
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
2/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
IVR connection ......................................................................................................................25 4.3. Pbx Traces ....................................................................................................................25 5. IP Network........................................................................................................................26 5.1. CPU5 ............................................................................................................................26 5.2. CPU6/7 .........................................................................................................................26 5.3. Appliance server ...........................................................................................................26 5.4. Lost of IP connection....................................................................................................26 5.5. Incidents to monitor......................................................................................................27 6. ABC Network...................................................................................................................29 7. Decodage trames ..............................................................................................................30 8. 4400 Utilities ....................................................................................................................32 8.1. R6.0 ..............................................................................................................................32 8.2. Timers...........................................................................................................................32 8.3. Tones ............................................................................................................................32 Annex 1 – VAD Supported Country and Protocoles....................................................................33
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
3/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
1.
This document 1.1.
Purpose of this document
This document is a guideline for trouble shooting CSTA for Genesys on Omnitouch. This document is according to the different environment: CSTA licenses Scenario description and environment CSTA traces
1.2.
Public
The attended public are engeneers certified for : CSTA on OmniTouch Genesys FrameWork See the university site : http://www.alcatel.com The CSTA programming guide line is a mandatory document, which permits to determine if the scenario or the behaviour is valid.
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
4/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
Document history
ED
Ed01: first edition Ed02 : Update for CSTA link Isolation and trouble shoot Ed03 : Update for configuration retrieved and hybrid trace and csta request on CSTA functionnal demi_com Ed04 : update for mtracer –d option, traces vps, trace on SIP
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
5/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
2.
CSTA Licenses 2.1.
OPS PBX licenses
100-CSTAProfile : p1: 2 1 : business set monitorable 2 : CCD/RSI agent monitorable 101-CSTAMonitorRequests : p1: 30 Number of monitor request possible in the system 113-CSTAPiloteCCDMonito : p1: 1 Pilot monitorable in a CCD context 158-CSTAByPass : p1: 0 Not use in genesys context 159-CSTAForfaitMonitoring : p1: 0 Never used 169 -VAD =0 VAD used in conjonction with virtual Z for Outbound 190-RSINumberAgents : p1: 15 Capability to use RSI if different from 0 and the number of agent RSI possible 196-RSIBusiness : p1: 0 information about the type of agent, business is genesys model agent not RSI
4400 OPS locks checking The 4400 command to get the OPS locks: (1)a4400> spadmin
Display current counters ........................... Display active file ................................ Check active file coherency.......................... Install a new file ................................. Write a new file ................................... Read the hard key .................................. Display active and new file ........................ Display OPS limits ................................. Exit ............................................... choice :
1 2 3 4 5 6 7 8 0
Server activity Check the date time of the cstamono process
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
6/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
4400> ps –edf | grep cstamono 4400>cd /tmpd 4400>ll cst* -rw-rw-r-- 1 mtcl -rw-rw-r-- 1 mtcl -rw-rw-r-- 1 mtcl
tel tel tel
1997 Apr 17 2003 cst_030408.log 533 Apr 18 2003 cst_030417.log 1146 Apr 18 2003 cst_030418.log
==> cst_creation_date.log : date year_month_day (6)pbx_acr2> more cst_040315.log 15/03 00:46:22 | XrefID Table Size: 9001, Node Number : 6 15/03 00:46:23 | Session 5 associated, IP=192.168.6.153, NAME=192.168.6.153, Typ e=CCATServer-Ecma II => the client 5 is a CCA TSA on PC : 192.168.6.153 15/03 00:46:46 | Session 6 associated, IP=192.168.6.153, NAME=192.168.6.153, Typ e=Generic-Ecma II => the client 6 is a tserver genesys 15/03 00:46:55 | Session 7 associated, IP=192.168.6.152, NAME=pbx_acr2, Type=AFE -Afe II => the client 7 is the CCD AFE 15/03 02:24:23 | SwitchSystemStatus::onTimeout() : client 5 15/03 02:24:24 | Session CSTA 5 is shutdown 15/03 02:24:46 | SwitchSystemStatus::onTimeout() : client 6 15/03 02:24:46 | Session CSTA 6 is shutdown 15/03 02:34:51 | Session 5 associated, IP=192.168.6.153, NAME=192.168.6.153, Typ e=Generic-Ecma II 15/03 02:34:55 | Session 6 associated, IP=192.168.6.153, NAME=192.168.6.153, Typ e=CCATServer-Ecma II The command to get the global counter about CSTA : (1)a4400>tool cstainfo (6)pbx_acr2> tool cstainfo CSTA LOCKS CSTA profile = 2 2 Call center/ 1 business IVR access = 3 (9999 max) N umber of Z created on PCM2 (CCIVR/GVP) CCD agents = 1 (1000 max) RSI agents = 0 (9999 max) CCD pilot can be monitored = true Feature SOSM = false Feature Emirats Arabes Unis = false Feature NICE - DR Link = Nice NICE recording time slot = 0 (600 max) NICE recording net time slot = 0 (9999 max) 4980 standard = 0 (9999 max) 4980 pro = 0 4980 groupware = 0 4980 multidevice = 0 4980 dispatcher = 0 (1 max) 4980 nomadic logged = 9999 TAPI premium server = 0 CCW = 0 (9999 max) CCE = 0 (9999 max) CCO max = 9999 VAD = 1 Virtual Z with VAD function for outbound suite ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
7/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
CCA max CCA nomadic
= 9999 = 9999
CSTA MONITORING REQUESTS ==> at this time CSTA = 0 (9999 max) does not include the pilot and the RSI CSTA bypass = 113 (9999 max) TSAPI = 0 (9999 max) NICE = 0 (1000 max) CCD Pilot = 0 (800 max) CCD Pilot bypass = 3 GPBX = 0 GPBX bypass = 1 RSI = 0 RSI bypass = 3 AFE = 14 SOSM = 0 A4980 = 0 IVR = 0 TAPI = 0 TOTAL = 134
License for OmniGenesys mgr/system/license ==> specify the flexlm server and port mgr/system/license/license carac ==> RSI : 130 SERVER MCCSMGR01 001422B02044 27000 #The hostId used for the host : 'MCCSMGR01' is done for a WINDOWS platform SERVER MCCSTS02 001422B01936 27000 #The hostId used for the host : 'MCCSTS02' is done for a WINDOWS platform SERVER MCCSTS01 001422B05E18 27000 #The hostId used for the host : 'MCCSTS01' is done for a WINDOWS platform VENDOR ALCFIRM FEATURE RSI ALCFIRM 1.0 permanent 130 SIGN="01B3 CD34 DD5E 04C3 508C \ C6C6 9442 ECF8 998A 77E8 B703 CAA7 7ED5 85DD E73D FBDE 6C7E \ 371E E442 90B8 B072"
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
8/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
Current monitored object by client http://a4400_IP_@:2555
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA
TPE
19/03/07
TG0030
9/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
Here the (*) means : use the bypass csta license The monitoring are about all object, this is not the number of license used
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
10/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
The 6501 is monitored by the 3 CSTA clients, the cross ref id for each client is given.
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
11/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
These stats are from the latest start of the cstamono and the counters reset after 65535.
2.2.
Get possible monitored objects
Not all the object are CSTA : Example Trunk Voice mail Attendant Some type of set To get the list of the object : All pilots A4400>tabpil All agents and supervisor A4400>tabag All RSI A4400>ccdn | grep local All IVR A4400> mgr/users Filter on Z IVR == True All Virtual Z A4400> mgr/users Filter on Ghost Z == True All ProACD A4400> mgr/users Filter on ACD station == ACD authorised phone set
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
12/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
3.
Analyse method 3.1.
Method
Here is a global method to provide information and begin the analyze about a malfunctioning.
3.2.
Reproduce it
Try to reproduce it by the phone set when it is possible Example : The alternate does not work from the softphone Does it work from the set ==> no , then check if the alternate suffix is created, and if the category of the user authorizes it
3.3.
Collect piece of informations Report the version
At the PBX login the exact version is provided: Login: mtcl Password : mtcl The version of the Genesys Tserver are display in the log file at the start of the server. The -V option permits to get it : a4400_server –V Collect the PBX incidents
(1)a4400> incvisu (1)a4400> excvisu (1)a4400> ll /tmpd/cst* and get the csta log file generated Verify the basics
Is there any network issue and is my CSTA link isolated from the broadcast (even a VPN is created) No broadcast incident or Ethernet desactivation What is the scenario which creates that malfunctioning
Example : External incoming call on RSI 8000 Call is routed to agent 2000 The call is transferred to .... The connid is ....
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
13/34
What are the objects involved in the scenario All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
Example : RSI Pilot agent business set multiline set Virtual Z Virtual Z with VAD function MEA agent MLA set Voice mail 4635 Automatic attendant Attendant Entity IVR on analog port IVR on PCM2 Un monitored set Trunk with/without DTMF transparency What are the call types
Example : Local/internal call ABC call Hybrid call Incoming/outgoing call Consultation call Diverted call Overflown call Campon call What are the action performed by the object
Example : Answer by the set or by CSTA Transfer Alternate Divert Overflow What are the CSTA used option
4400> mgr/application/csta Secret Identity + NO Set Callback On Calling Device + NO Automatic Reconnection + YES Tone Detection For Make-Call + NO Busy Tone + YES Commutation On Called Answer + NO VAD on ISDN connection + NO Recording Centralizing Node + NO ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
14/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
Associate Recording Node : -1 What are the system used option
4400>mgr/ Specific Telephone Services Enquir.call mod.on multilines + False 4400>mgr/system/others parameters/External Signalling Parameters Redirecting number used Listen to guide on DISCONNECT Last Redirection Number Override Answering machine detection by VAD Transfer answ. machine detected 4400>mgr/system/others parameters/Local Facilities Parameters Calls Not Answered Storage Mode Hang Up Ring On Private Hold Call_announcement_mode_3G US Conference mode 4400>mgr/system/others parameters/System Parameters Initial called number used 4400>mgr/system/others parameters/ Spec. Customer Features Parameters ProACD forwarded to agent at logon 4400>mgr/system/others parameters/ MLA Parameters What is the status of CSTA buffers 3.3.1.1.Check the buffers 4400>tool cstainfo CSTA FREE BUFFERS ==> number of free buffer MONITORING buffers = 750 (750 max) PILOTE buffers = 800 (800 max) ROUTING buffers = 200 (200 max) REFERENCE buffers = 1000 (1000 max) ASSOCIATE buffers = 1000 (1000 max) SERVICE buffers = 300 (300 max) Call Reference : This buffer is used to store data corresponding to a call (called number, calling number, call identifier, global call identifier, ...). Associate : This buffer is used to store correlator data. Monitoring : This buffer is associated to a monitored phone set when it becomes active. Pilote : This buffer is associated to trunk when the call is a distributed CCD call. Old Routing : This buffer is used by routing services (not RSI). Routing : This buffer is associated to trunk when the call is a RSI call. Service : This buffer is used to temporarily store internal data. TransConf : Tempory buffer used on multiline in conference and an other call is transfered on it. Trunk : NOT USED. Lis : Specific to countries AE and RU.
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
15/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
Query : Used to make multiple query request on a ACR pilot
If one of them reach 0 during an unloaded period, check the backtrace 4400>excvisu According to the equipment number get the type of the faulty device. According to the device try to find the scenario which leads to the crash
Can i reproduce the scenario Specify if the scenario is reproductible on site and in lab.
Other informations about the issue
Is there any overflow managed in PBX for no answer, busy, thru the group, what are the entities used by the sets, agents, hunting group, RSI ....
Create log for Tserver with the Tserver option in tserver subsection trace=on or logtrace-flags :+devlink That permits to have the CSTA ASN1 traces. Determine the shift time between the PBX and the servers If there is an issue in the status of agent reported by CCPulse select the stat server log with the option in the statserver subsection. Debug_Level= Init,Client,Server,Action,Status In addition the Tserver log must cover a long period, don't hesitate to have 1Gbytes of log Export the genesys SQL configuration with the wizard
3.4.
Miscellaneous Use pilot tool
Launch pilot tool : A4400>pilot2a –h localhost Monitor a set Pilot>X1 is monitor start 6500 Permit to get all the event on the set (RSI will not provide anything) Divert a call Pilot>C1 is delivered on 6500 Pilot>divert_call C1 6501 Transfer a call Pilot> C1 is delivered on 6500 Pilot> answer_call C1 Pilot> C2 is consultation_call C1 6501 Pilot> transfer_call C1 C2 ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
16/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
Wait for an event Wait C1 is delivered on 6500 for 30 Wait 5
Traces on monoserver (6)pbx_acr2> telnet localhost 2555 Trying 192.168.6.152... Connected to pbx_acr2. Escape character is '^]'. D Csta Debug Interface 01/24/02. trc -dvxsrf ls -rlmfh [client number] log -c [ ...] | log -m max_size_in_Mo ms ==> internal information quit dbg> trc -? trc -dfvxsr trace flags : -f traces redirection in file /tmpd/cstamono.553 off -r reset traces -d general traces off -x hexdump messages off -v verbose off -s system traces off dbg> ls -? ls -rlmafh [client number] list infos : -r routing infos -m monitoring infos -l rose infos -a accounting infos -f [filter number] -h hash table infos dbg> log -? log -c [client number] type1 [[type2] ...] | log -m max_size_in_Mo Log traces in file: -m specify the server size log -c specific client traces trace type : 0 :reset trace 1 :hexa dump 2 :events and services counters
3.4.1.1.Example dbg> ls -l 5 : [192.168.6.153] CSTA (CCATServer, Ecma II, TSERVERCCA, Null, SessionAssociated) Number Rose Invoke : Host 0 Number Rose Invoke : Switch 0 6 : [192.168.6.153] CSTA (Generic, Ecma II, Null, Null, SessionAssociated) Number Rose Invoke : Host 0 Number Rose Invoke : Switch 0 7 : [pbx_acr2] CSTA (AFE, Afe II, AFE, CSTA V2, SessionAssociated) ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
17/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
Number Rose Invoke : Host 0 Number Rose Invoke : Switch 0 8 : [pbx_acr2] CSTA Debug
3.4.1.2.Example collect digits
Trace : dbg> log -c [client number] 1 Decoding with pilot2a V3 (F1.XXX) pilot2a -p –B --Invoke: SER_ROUTE_REQUEST (rose-id=8880 host=0) --| cstaSearCrid=16849926=0x1011c06 --| cstaSearRoid=8880=0x22b0 --| Connection 1 : (call=12943,neqt=284,type=TYPE_PROVIDED:4) --| (PRIVATE) Current Route : "1091" --| (PUBLIC) Calling Device : "01595695202" --| (PRIVATE) Routing Device : "1091" --| Generic Private Data : --| GlobalCallId : 0x428494cd-0x1328f --| National Indication = Not known InComming: --Service : SER_ESCAPE_SERVICE (rose-id=13116 host=0) --| cstaSearCrid=0=0x0 --| cstaSearRoid=13116=0x333c --| Connection 1 : (call=0,neqt=0,type=TYPE_NOT_PROVIDED) --| Connection 2 : (call=0,neqt=0,type=TYPE_NOT_PROVIDED) --| (L)Device 1 : ABSENT --| (L)Device 2 : ABSENT --| cstaSearFilt=0x00000000 0x00000000 --| Feature : ident=0 invoke=0 val1=0 val2=0 --| Escape service : StartDataCollectionResult --| Data Collection crid : 16849926 (0x1011c06) --Invoke: SER_ESCAPE_SERVICE (rose-id=8916 host=0) --| cstaSearCrid=0=0x0 --| cstaSearRoid=8916=0x22d4 --| Connection 1 : (call=0,neqt=0,type=TYPE_NOT_PROVIDED) --| Connection 2 : (call=0,neqt=0,type=TYPE_NOT_PROVIDED) --| (L)Device 1 : ABSENT --| (L)Device 2 : ABSENT --| cstaSearFilt=0x00000000 0x00000000 --| Feature : ident=0 invoke=0 val1=0 val2=0 --| Escape Service DataCollected --| Data Collection crid : 16849926 (0x1011c06) --| Collected digits : 1 Outgoing: ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
18/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
--Invoke: SER_ROUTE_END_REQUEST (rose-id=8933 host=0) --| cstaSearCrid=16849926=0x1011c06 --| cstaSearRoid=8933=0x22e5 --| Connection 1 : (call=0,neqt=0,type=TYPE_NOT_PROVIDED) --| Connection 2 : (call=0,neqt=0,type=TYPE_NOT_PROVIDED) --| (L)Device 1 : ABSENT --| (L)Device 2 : ABSENT --| cstaSearFilt=0x00000000 0x00000000 --| Feature : ident=0 invoke=0 val1=0 val2=0 --| Error value : ERI_UNSPECIFIED --| Value=0 Outgoing:
Reset a blocked Z
To reset a call on a virtual Z 4400> eqstat d xxxx 4400> xmon eqt 2 1
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
19/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
4.
4400 R&D traces
4.1.
PBX Configuration
4400 > config all 4400 > trkvisu all 4400 > listerm all 4400 > ednump dir mean go
4.2.
mtracer options
To get long term view use mtracer as follow : a4400>mtracer –a –1 /usr4/tmp/myfile –s 10000000 –f 20 -d Don’t forget to : STOP mtracer : tuner km RESET the traces : Actdbg all=off Tuner all=off Tuner –cpu -cpl Tuner cpl-cpu=off Tuner cpu-cpl=off The command mtracer generates in /usr4/tmp the 99 files myfile sized 10Mbytes rotating. You can zip the file by gzip file_name tar –cvf file_name.Z
SIP / RSI traces tuner cpu cpl at, actdbg isdn=on rtp=on ccdn=on ei=on tuner hybrid=on mtracer -a –1 /usr4/tmp/myfile –s 10000000 –f 20 -d cd /usr2/servers motortrace 2 traced –1 /usr4/tmp/mymotorfile –s 10000000 –f 20 –d PS : the eqts to trace are the fictive equipements of coupler 19 hereby the access method - command "hybvisu all" locate the HYBRID LOC List of hybrid links of node 5 Hybrid link 2001 (HYBRID LOC) to node 5 (PERMANENT) --------------------------------------------------List of accesses ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
20/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
+----+---------------------------------+-------------------------+-----+ | | Main signalling support | Stby signalling support | Nb | | Nb | GPA State Position Support | GPA State Support | trk | +----+---------------------------------+-------------------------+-----+ | 1 | ON UP (19, 0, 0) B Channel | | 0| | 2 | ON UP (19, 0, 1) B Channel | | 0| +----+---------------------------------+-------------------------+-----+ Get the link number here 2001 to launch "hybvisu -f 2001 all" (5)bsbmrd304> hybvisu -f 2001 all Access 1 of link 2001 (HYBRID LOC) to node 5 (PERMANENT) Cote Depart ----------------------------------------------------------SRU (0) state : ACTIVE ON MAIN Main signalling support : (READY) B channel (no called number) GPA (2) state : ACTIVATED Neqt named phantom 30670 Neqt phantom 1572 state : CONNECT2 Address (19, 0, 0) Monlap 33 Indice debut ocupjonc 0 No trunk Access 2 of link 2001 (HYBRID LOC) to node 5 (PERMANENT) Cote Arrivee ----------------------------------------------------------SRU (1) state : ACTIVE ON MAIN Main signalling support : (READY) B channel (no called number) GPA (4) state : ACTIVATED Neqt named phantom 30671 Neqt phantom 1636 state : CONNECT2 Address (19, 0, 1) Monlap 34 Indice debut ocupjonc 30 No trunk Trace the both equipement Neqt phantom (here 1636 and 1572)
Set in incorrect status Get the status of the set : a4400>demi_com d xxxx
a4400>tuner km a4400>actdbg all=off a4400>tuner all=off a4400>mtracer –a& a4400>tuner xtr,eqt (a4400>tradna dirnumber permits to get the eqt) a4400>cstabuf d xxxx (version >= R5.0)
CSTA service traces Get the buffer status : a4400>cstabuf –i Traces for CSTA services : 4400>neqt_log | grep CSTA ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
21/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
4400>actdbg csta=on 4400> actdbg cstarout=on 4400> tuner at,eqt_csta_func 4400> mtracer
To get RSI traces in pbx
a4400>tuner km a4400>actdbg all=off a4400>tuner all=off a4400> tuner cpl-cpu=on a4400> trc init > /dev/null a4400> trc type 0xa5 > /dev/null a4400> trc type 0xa6 > /dev/null a4400> trc type 0xa7 a4400>actdbg ccdn=on a4400>actdng cstarout=on a4400>actdbg fct=on a4400>actdbg csta=on (option) a4400>actdbg cnx=on (option) a4400>actdbg vg=on (option) a4400>actdbg trunk=on (option) a4400> tuner at a4400>mtracer -a
To get an equipment traces
a4400>tradna directory_number a4400>tuner km a4400>actdbg all=off a4400>tuner all=off a4400>actdbg csta=on a4400>actdbg cstaevt=on (VAD option) (R6 in addition use actdbg cstatr=on) a4400>actdbg cnx=on (Cnx tone/dtmf...option) a4400>actdbg trk=on (Trunk option) a4400>actdbg acdv2=on (RSI or CCD agent) a4400>tuner s a a4400>tuner xtr,eqt (R6 in addition use actdbg cstatr=on) a4400>tuner at,eqt a4400>tuner ptrace=on,eqt a4400>mtracer -a
(Propagation option provide lot of traces)
To get the traces of a set at this time: exp a blocked Z
a4400>tradna d directory_number a4400>tuner km a4400>actdbg all=off ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
22/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
a4400>tuner all=off a4400>tuner at,eqt_virtual_Z a4400>tuner xtrace,eqt_virtual_Z a4400>mtracer -a
To get the traces within RSI and ABC On both node
a4400>tuner km a4400>actdbg all=off a4400>tuner all=off a4400>tuner +cpu+cpl a4400>tuner hybrid=on a4400>actdbg cstaevt=on a4400>actdbg cstarout=on a4400>tuner xtrace,eqt_virtual_Z a4400>mtracer
To get the traces for SIP Trace on telephone part
a4400>tuner km a4400>actdbg all=off a4400>tuner all=off a4400>tuner +cpu+cpl a4400>tuner hybrid=on a4400>actdbg ccdn=on a4400>actdbg sip=on a4400>actdbg rtp=on a4400>tuner at,eqt_of trunk a4400>mtracer –a For SIP pure trace a4400>cd /usr2/servers a4400>motortrace 2 a’4400>traced To get the traces of a set with VAD function
a4400>tradna d directory_number a4400>tuner km a4400>actdbg all=off a4400>tuner all=off a4400>actdbg cstaevt=on a4400>actdbg gpa=on a4400>tuner xtrace,eqt_virtual_Z ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
23/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
a4400>mtracer -a To get traces for vps line tuner km tuner +at,Nept tuner xtrace=on,Neqt actdbg fct=on mevo=on mail=on mtracer&
To get the traces of a set with VAD function
(7)bsbmrd27> tuner all=off (7)bsbmrd27> actdbg all=off (7)bsbmrd27> tuner at (7)bsbmrd27> actdbg mf=on (577149:066147) MF R2 -- DDI Neqt : 761 -- Start of trace -- Dt : 729 (577180:066149) MF R2 -- DDI Neqt : 761 -- Rec. : I-3 (577180:066150) MF R2 -- DDI Neqt : 761 -- Send : A-1 (577182:066153) MF R2 -- DDI Neqt : 761 -- Rec. : silence (577182:066154) MF R2 -- DDI Neqt : 761 -- Send : silence (577187:066157) MF R2 -- DDI Neqt : 761 -- Rec. : I-7 (577187:066158) MF R2 -- DDI Neqt : 761 -- Send : A-1 (577189:066161) MF R2 -- DDI Neqt : 761 -- Rec. : silence (577189:066162) MF R2 -- DDI Neqt : 761 -- Send : silence (577198:066165) MF R2 -- DDI Neqt : 761 -- Rec. : I-3 (577198:066166) MF R2 -- DDI Neqt : 761 -- Send : A-1 (577199:066169) MF R2 -- DDI Neqt : 761 -- Rec. : silence (577199:066170) MF R2 -- DDI Neqt : 761 -- Send : silence (577208:066173) MF R2 -- DDI Neqt : 761 -- Rec. : I-5 (577208:066174) MF R2 -- DDI Neqt : 761 -- Send : A-3 (577209:066177) MF R2 -- DDI Neqt : 761 -- Rec. : silence (577209:066178) MF R2 -- DDI Neqt : 761 -- Send : silence (577211:066181) MF R2 -- DDI Neqt : 761 -- Rec. : II-1 (577211:066182) fin_de_num_sda-->nbcarr == 0 (577212:066183) MF R2 -- DDI Neqt : 761 -- Send : B-8
mgr / External Services / Trunk Category / you R2 category o NDDI R2 Group B Signals B-8 + Called Party Inaccessible
(577213:066186) MF R2 -- DDI Neqt : 761 -- Rec. : silence (577213:066187) MF R2 -- DDI Neqt : 761 -- Send : silence (577213:066188) MF R2 -- DDI Neqt : 761 -- End of trace --
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
24/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
IVR connection
We support the OPS fx on PCM2/DPT1 created as Z_IVR30/Z_IVR24 board. The DPT1 is supported from PBX version e2.404.f. For the genesys configuration you have to declare the virtual Z as extension specific type switch 7 or 8 according to the way that the IVR support the connection cleared event (7 by CSTA/genesys protocol / 8 by OPSfx protocol). In case of specific type switch 8 the timer applies at the end of the call is 12 and the tone is 62. The OPS licenses used are Z_IVR and a CSTA monitoring license. The user for the IVR line parameter is not ISDN user
4.3.
Pbx Traces
trc C cristal c copler t terminaison (listerm permit to get it) tuner cpu cpl tuner at, eqt of the PCM2 (xxx-yyy) tuner xtr,eqt actdbg csta=on debug_cpl “entrscpu” mtracer
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
25/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
5.
IP Network
The ethernet link has to be isolated from the broadcast ff:ff:ff:ff:ff:ff. A way to achieve that is to connect the CPU behind a router. The ethctl command permits to get the configuration of the IP connection. Chorus : Ethernet limiter: current settings frameThreshold = 600 frames per second bytesThreshold = 614400 bytes per second BroadcastThreshold = 300 bdcst per second receive traces are DISABLED. The traffic calculation for CSTA : Average size of CSTA messages with private data : 100 bytes The encapsulation represent 1.3 the size of the data to send. For CPU5 the max number of event is 200evt/sec. For CPU7 the max number of event is 600evt/sec. For Appliance the max number of event is 700evt/sec.
5.1.
CPU5
The Ethernet link is 10BT half duplex. The IP switch must be set at that rate without negociation.
5.2.
CPU6/7
The Ethernet link is 100BT half duplex. The IP switch must be set at that rate with negociation.
5.3.
Appliance server
The Ethernet link is 100BT half duplex. The IP switch must be set at that rate with negociation.
5.4.
Lost of IP connection
When a CSTA client disconnection is detected by incident, you can check if in tserver logs there is not the key word : tcp_excep That can be due to the IP network failure as overload of the link due to a high traffic flow or a storm of message. Ethereal is a efficient tool to get traffic measurement: Volume and time response. The oxe port and tserver port must be measure Action to check : ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
26/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
The csta message have got a TIMESTAMP, and the Tserver event have got their own. The difference between them must be constant in time. If the difference increase that can lead to a socket disconnection. The Ip buffer of the oxe are not infinite. A permanent trace on oxe can help : 4400> while true; do date; netstat -a | grep csta; sleep 2; done Fri Apr 14 15:47:13 CEST 2006 tcp 0 0 *:rcsta *:* LISTEN tcp 0 nbr of pending csta ip buffer pbx_acr2:rcsta 192.168.6.162:1231 tcp 0 0 pbx_acr2:10006 pbx_acr2:rcsta ESTABLISHED tcp 0 0 pbx_acr2:rcsta pbx_acr2:10006 ESTABLISHED
5.5.
ESTABLISHED
Incidents to monitor
INCIDENT NUMBER: 1565 Network indicator: Alcatel 4400 OBJECT CLASS: Dhs3x_node EVENT TYPE: ProcessingErrorAlarm (10) PROBABLE CAUSE: Unknown (0) SEVERITY: Minor "Ethernet disabled due to excessive traffic" "Ethernet has been disabled, due to excessive incoming traffic." "Ethernet is enabled again after a few seconds." "Some data for A4400 applications may be lost." "Try to understand why there's so much traffic." "Establish a logical link with further alarms." "Imagine some solutions by filtering incoming traffic" "(using hubs), with network managers on the site."; INCIDENT NUMBER: 1566 Network indicator: Alcatel 4400 OBJECT CLASS: Dhs3x_node EVENT TYPE: ProcessingErrorAlarm (10) PROBABLE CAUSE: Unknown (0) SEVERITY: Minor "Ethernet broadcast reception disabled due to excessive traffic" "Ethernet broadcast reception has been disabled, due to" "excessive broadcast incoming traffic." "Ethernet is enabled again after a few seconds." "Try to understand why there's so much broadcast traffic." "Establish a logical link with further alarms." "Imagine some solutions by filtering incoming traffic" "(using hubs), with network"; INCIDENT NUMBER: 4401 Network indicator: Alcatel 4400 OBJECT CLASS: Dhs3Board EVENT TYPE: ProcessingErrorAlarm (10) PROBABLE CAUSE: Unknown (0) SEVERITY: Minor "Ethernet broadcast reception disabled due to excessive traffic" "Ethernet broadcast reception has been disabled, due to" "excessive broadcast incoming traffic." "Ethernet broadcast is enabled again after a few seconds." "Try to understand why there's so much broadcast traffic." "Establish a logical link with further alarms." "Imagine some solutions by filtering incoming traffic" "(using hubs), with network"; ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
27/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
INCIDENT NUMBER: 4016 Network indicator: Alcatel 4400 OBJECT CLASS: Dhs3x_node EVENT TYPE: ProcessingErrorAlarm (10) PROBABLE CAUSE: Unknown (0) SEVERITY: Minor "CSTA CH : server P1 has a full message queue." "P1 : server pid 0 if unknown" "Can't send messages to the server because the message" "queue is full." "no system reaction" "no operator action is required"; INCIDENT NUMBER: 4022 Network indicator: Alcatel 4400 OBJECT CLASS: Dhs3x_node EVENT TYPE: ProcessingErrorAlarm (10) PROBABLE CAUSE: Unknown (0) SEVERITY: Minor "CSTA server : P1 socket write error(P2)" "P1 : server pid" "P2 : error status (errno)" "(CSTAINC2_SOCK_WRIT_ERROR)" "Impossible to send data on socket. This may occur when the connection with the" "remote host is closed." "Unrecoverable error." "No operator action required."; 260 TO socket 254 client deconnection 104 Socket detstroyed after client deconnection INCIDENT NUMBER: 4023 Network indicator: Alcatel 4400 OBJECT CLASS: Dhs3x_node EVENT TYPE: ProcessingErrorAlarm (10) PROBABLE CAUSE: Unknown (0) SEVERITY: Minor "CSTA server : P1 socket read error(P2)" "P1 : server pid" "P2 : error status (errno)" "(CSTAINC_SOCK_READ_ERR)" "Impossible to receive data on socket. This may occur when the connection with" "the remote host is closed." "Unrecoverable error." "No operator action required";
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
28/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
6.
ABC Network
Specify which node is the master and which node is the slave for B channel selection and for the T2 Verify if the path replacement is set : ie is it existing a prefix according to Pabx address in DPNSS
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
29/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
7.
Decodage trames
Frame 27 (215 bytes on wire, 215 bytes captured) Arrival Time: Jun 15, 2004 10:48:53.496247000 Time delta from previous packet: 4.322189000 seconds Time since reference or first frame: 23.853360000 seconds Frame Number: 27 Packet Length: 215 bytes Capture Length: 215 bytes Ethernet II, Src: 00:04:c0:21:b5:54, Dst: 00:00:5e:00:01:0a Internet Protocol, Src Addr: 10.143.64.61 (10.143.64.61), Dst Addr: 10.169.72.178 (10.169.72.178) Transmission Control Protocol, Src Port: 2555 (2555), Dst Port: 45146 (45146), Seq: 1208, Ack: 15, Len: 161 Source port: 2555 (2555) Destination port: 45146 (45146) Sequence number: 1208 (relative sequence number) Next sequence number: 1369 (relative sequence number) Acknowledgement number: 15 (relative ack number) Header length: 20 bytes Flags: 0x0018 (PSH, ACK) Window size: 4380 Checksum: 0x1f2b (correct) Data (161 bytes) 0000 0010 0020 0030 0040 0050 0060 0070 0080 0090 00a0
00 9f a1 81 9c 02 02 27 54 02 01 15 30 81 92 55 04 02 1c a9 01 a0 4a a5 48 30 46 6b 0a 82 02 16 de 83 04 00 78 01 00 63 09 84 07 39 33 32 31 30 31 39 61 0b 82 09 33 38 38 33 35 37 32 39 37 62 06 84 04 35 31 37 35 64 06 84 04 35 31 37 35 6b 0a 82 02 16 de 83 04 00 0e 01 04 4e 01 03 0a 01 26 7e 3e a0 0f 17 0d 30 34 30 36 31 35 31 30 35 33 34 36 5a a1 2b 30 12 06 06 2b 0c 89 36 84 09 04 08 15 b9 ce 40 de 16 02 00 30 15 06 06 2b 0c 89 36 84 0b a3 0b 80 09 33 38 38 33 35 37 32 39 37 7
.......'T...0..U ......J.H0Fk.... ....x..c...93210 19a...388357297b ...5175d...5175k ...........N.... &~>....040615105 346Z.+0...+..6.. [email protected]...+. .6......38835729
Get the Csta data :
Host pilot2a –B myfile Outgoing: --Event : EVT_ESTABLISHED (cross-ref-id=35432705 host=0) --| Established Connection : (call=5854,neqt=120,type=TYPE_PROVIDED:0) --| (PRIVATE) Answering (S)Device : "9321019" --| (PUBLIC) Calling (L)Device : "388357297" --| (PRIVATE) Called (L)Device : "5175" --| (PRIVATE) Last red (S)Device : "5175" --| Originating Connection : (call=5854,neqt=14,type=TYPE_PROVIDED:4) --| Local Connection Info : LCI_CONNECTED --| Cause : CAU_DISTRIBUTED --| TimeStamp : 04/06/15 10:53:46
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
31/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
8.
4400 Utilities 8.1.
R6.0
To run correctly a tserver 6.5 on PBX R6.0 create the empty file privdataV2.csta in DHS3data/afe
8.2.
Timers
Timer 42 (set to 2) and test with pilot the outbound call + transfer to the target (if not possible check the connection category and the telephone category (transfer outgoing-incoming/transfer outgoing-outgoing) Timer 95 : diplay cost on set (2) Timer 12 : timer of permanent loop for analog Z set Timer 36 : overflow timer for hunting group Timer 267/268 : Tone detection timer for VAD Timer 137 : wait for charge display : 2
8.3.
Tones
Tone 183 : ring back tone for the system
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
32/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .
Annex 1 – VAD Supported Country and Protocoles (Extracted from doc 3BA 59000 0271 PAZZA)
Supported Countries and Protocoles All countries with ISDN protocols. ( + DASS2 and CCS T1 ) . All countries except FRANCE – UK – GERMANY – AUSTRIA – ITALY – BELGIUM with the following outgoing protocols (including USA ): (A protocole is here defined by a type of trunk group (F_*) and a type of trunk category (JR_*)) Decadic or MFQ23 dialling: F_BCA JR_BCA –> analog NDDI on NDDI board –> numeric NDDI on PCM2 or DPT1 board F_MIXTE JR_MICPO –> numeric trunk on PCM2 board F_MIXTE JR_MIXTE –> numeric mixed trunk on PCM2 board –> analog mixed trunk on ATR2 board MFQ23 dialling: F_MIXTE JR_SDAR2 –> numeric mixed trunk on PCM2 board MFR2 dialling: F_BCA JR_BCAR2 –> numeric trunk on PCM2 board –> analog trunk on ATR2 board F_MIXTE JR_MFR2 –> numeric mixed trunk on PCM2 board –> analog mixed trunk on ATR2 board MFR1 dialling: F_MIXTE JR_MFR1 –> numeric mixed trunk on PCM2 board. Taiwan use MFR1.5 dialling: F_BCA JR_BCAR1.5Out –> numeric trunk on PCM2 board –> analog trunk on ATL8 board Russia use The Tie lines aren’t supported. VAD Features not supported _ The trunk is not located at the same network node or shelf as the CSTA monitored set. _ The trunk group is an add–on or hunting trunk group _ The trunk group is without translator. _ All migrations ( 5200 / 5400 / 4600 )
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA TPE
19/03/07
TG0030
33/34
End of document
ED
04
Genesys on Omnitouch trouble shooting guide for CSTA
TPE
19/03/07
TG0030
34/34
All rights reserved. Passing on and copying of this document, use and communication of its contents not. permitted without written authorization from Alcatel. .