The system does not respond as expected. |
Hyperthreading may not be enabled on the Experience Portal servers. |
If hyper threading is not enabled, see Verifying if hyperthreading is enabled on the HP ProLiant DL360 G9. |
The system is not taking calls. All MPPs are unresponsive. |
The WebLM license has expired, or the system is not able to contact the license server. |
Verify that your license is valid and that the EPM can contact the Avaya license server. |
One or more system resources, such as the CPU usage, disk space, or available memory, might be overtaxed. |
On the EPM, check the status of the system resources for the MPP. For more information, see the Resource Status group on the <MPP name> Details page. |
Network or PBX problems might be causing the ports to go to the Out-of-Service state. |
On the EPM, check the status of the telephony ports. For more information, see the Port Distribution page. |
Network problems might be preventing MPPs from running the speech applications. |
On the EPM, verify that you can reach the root document of the speech application. For more information, see the Change Application page. |
The system either does not answer or produces only busy signals. |
One or more MPPs might be out-of-service or experiencing other problems. |
Troubleshoot the MPP as described in System does not answer or produces only busy signals. |
The system answers, but then immediately hangs up on the caller. |
The number the caller dialed (DNIS) might not have a valid URI for a speech application assigned. |
Verify the DNIS and URI settings for the application. For more information, see System answers and then hangs up. |
The MPP might be having trouble routing the caller to the proper application, fetching pages or resources, or interpreting the application pages. |
Troubleshoot the MPP according to the guidelines provided in System answers and then hangs up. |
The system answers the call, but does not recognize or respond to caller inputs. |
The MPP receiving the call might be experiencing difficulties. |
Troubleshoot the MPP according to the guidelines provided in the Viewing Avaya Experience Portal system status topic in the Administering Avaya Experience Portal. |
System encryption settings might be out of sync. |
Troubleshoot the EPM according to the guidelines provided in Encryption settings are not synchronized. |
The ASR might be malfunctioning. |
Use the EPM Alarm Monitor page to determine whether any ASR resources are having difficulty. For more information, see the Viewing Avaya Experience Portal system status topic in the Administering Avaya Experience Portal. |
The system answers, but either becomes silent or responds with gibberish or other unusable output. |
The MPP receiving the call might be experiencing difficulties. |
Check the MPP basic status, as described in Checking the basic status of an MPP. If the state is not Running, see MPP is in an unexpected operational state. |
The network traffic might be too heavy for the bandwidth allowed. This can cause audio "stuttering." |
Use one or more network traffic monitoring tools to assess the amount of bandwidth being consumed at the time that problems are experienced. Take steps to increase network bandwidth. |
System encryption settings might be out of sync. |
Troubleshoot the EPM according to the guidelines provided in Encryption settings are not synchronized. |
The speech application might not be functioning as designed. |
Debug the speech application. For more information, see the documentation for your application development tool. You can also check for system resource availability, such as CPU usage, disk space, and memory usage, on the application server. If the application was created with Avaya Orchestration Designer, you can run an Application report in the EPM. |
One or more system resources might be unavailable or not functioning properly. |
Use the EPM <System name> Details tab on the System Monitor page to identify and isolate the system resource that is causing the problem. |
The audio codec on the switch may not match the Voice over IP (VoIP) audio settings. |
Use the EPM VoIP Settings page to check the MPP Native Format drop-down setting. If it is set to audio/basic, then the codec set on the switch must include G711MU. If it is set to audio/x-alaw-basic, then the codec set on the switch must include G711A. |
Converse-on data is not being received at the beginning of a call where it is expected. |
The application might not be configured for Converse-on data. |
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The Converse-on data might not be making it to the application. |
Troubleshoot the Converse-on data processing according to the guidelines provided in Converse-on data is not received on an H.323 connection. |
