If customers report problems while receiving calls from POM, collect as much information as you can.

Do the following tasks to collect all available information to troubleshoot the problem:

#	Task
1	Obtain the following information from the customer. For example, did the system: Disconnect the call without playing anything Display an error message End the call unexpectedly in the middle of the session Produce a garbled or an unrecognizable output Fail to recognize the responses of the caller Suddenly stop responding to the caller
2	Use the information and: Try to reproduce the system response by adding your own number in a sample campaign with same strategy. Collect additional information from your observations based on the system responses. If you can reproduce the system response and the problem, troubleshooting is usually easier.
3	Check the POM system to see if any components have failed or are not functioning properly. For example, the campaign manager and campaign director.
4	Read the event and alarm logs. The default location is $POM_HOME/logs. For more details on the event code and corrective actions, see About POM log files.
5	Read the transcript of the call session to learn what exactly happened.

If you could not troubleshoot the problem and must contact customer support:

• Set the logging level to FINEST. To set the logging level of all POM servers, do the following:

  • Go to Configurations > POM Servers

  • Click POM Settings.

  • Set the logging level under Categories and Trace levels, and then select FINEST.

  To set the logging level of an individual POM server, click the individual server name, and then set the logging level.

• Collect and pack the diagnostic logs on POM, and then send the files as a zip file, or place the files at a common location.

  Use the following command for collecting POM logs:

  $POM_HOME/bin/getpomlogs.sh --logs [OPTIONS]

  The following are the options of the getpomlogs script:

  • getpomlogs --logs : Archives all the POM logs.

  • getpomlogs --logs -a : Archives all the POM logs including Appserver (-a).

  • getpomlogs --logs -c : Archives all the POM logs including MPP-CXI (-c).

  • getpomlogs --logs -a -c : Archives all the POM logs including Appserver (-a) and CXI (-c) logs.

  • getpomlogs --help : Fetches help for getpomlogs utility.

• POM archives logs based on any one of the following options that you select:

  • Date

  • Process

  • Date and process

• Get the version numbers of the POM software.

  You can select any one or all of the following types of process logs:

  • Single

  • Multiple

  • Date time range

  • Process