Technology GC

Transcription

1 WebSphere Voice Response for AIX with DirectTalk Technology Problem Determination Version 4.2 GC

2 Note Before using this information and the product it supports, read the general information under Notices on page 421. Sixth edition (August 2008) This edition applies to Version 4, Release 2 of IBM WebSphere Voice Response for AIX with DirectTalk Technology (program number 5724-I07), and to all subsequent releases and modifications until otherwise indicated in new editions. Make sure you are using the correct edition for the level of the product. Copyright International Business Machines Corporation 1991, All rights reserved. US Government Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

3 Contents Figures vii Tables ix About this book xi How to use this book xi Following the procedures in this book..xi Typographic conventions xii Accessibility xii Notes on terminology xiii Where to find more information..... xiii Useful Web sites xiii Making comments on this book..... xiv Chapter 1. Introducing WebSphere Voice Response support Online help IBM Support Assistant (ISA) WebSphere Voice Response product documentation IBM support resources What to expect when you call IBM Support..3 Chapter 2. Analyzing the problem Cataloging the symptoms Have any system conditions changed?..5 Which component is failing? Describing the state of the system Describing the system by using dtproblem 6 Determining how much disk space is free.7 Determining the maximum number of user processes the system can start Checking how much page space has been defined Determining how many buffers are defined for system use Determining what level of software is installed Reviewing the error log Copying the error log to tape or diskette 13 Before you call IBM Support Capturing a system-level trace Capturing binary trace Documenting your problem Determining problem severity Reporting a problem with a C-language program Running hardware diagnostic procedures..24 Adapter feature codes Determining which adapter type you have 24 DTTA device driver DTXA device driver Diagnosing unrecognized DTTAs on PCI systems Diagnosing unrecognized DTXAs on PCI systems Running diagnostics on the DTTA...28 Running diagnostics on the DTXA...29 Diagnosing telephony line errors What causes telephony line errors?...30 Diagnosing telephony line errors on the DTTA Diagnosing telephony line errors on the DTXA Chapter 3. Solving WebSphere Voice Response problems How to use this information When nothing works Problems found during installation or system startup WebSphere Voice Response software does not start to initialize Fileset consistency warnings are displayed on startup Welcome window does not display...38 DB2 error SQL6048N is generated when attempting to start WebSphere Voice Response WebSphere Voice Response reports SQL1042C with SQLSTATE=58004 error.40 The startup of WebSphere Voice Response takes longer than normal and generates errors The windows on an Xstation are displayed in the wrong font restoredt returns with an error from the tar -xhv -f command Copyright IBM Corp. 1991, 2008 iii

4 MRCP custom server fails to start after installation BrooktroutFax Adapter TR114 failure...42 Failed to start Voice Response node - error_id The ricdiag utility fails following a mksysb restore Error occurs when logging onto WebSphere Voice Response GUI after running mksysb DTSNMPD_START fails to start after upgrading AIX Running vae.setenv produces DB2 errors 44 Database error occurs when trying to connect to the WebSphere Voice Response database Network problems WebSphere Voice Response does not initiate outbound calls WebSphere Voice Response does not answer the phone WebSphere Voice Response receives no information from the exchange data link.50 WebSphere Voice Response answers the phone with technical difficulties...51 Telephone channel is hung No SNMP traps are being sent WebSphere Voice Response cannot access a remote 3270 host session is permanently disabled emulation does not work Telephony connection does not synchronize Cannot enable trunk DB2 does not start if the machine name is changed after DB2 is installed TCP problem on AIX affecting WebSphere Voice Response Problems found while running voice applications Voice application does not start Calls do not transfer FileCache failures when running VoiceXML applications VXMLParserPool::Parser created over capacity Exceptions reported when a Java or VoiceXML application is started from a VRNode Dial, MakeCall, or TransferCall actions behave unexpectedly Get actions that use the telephone line do not execute SendData or ReceiveData action does not provide expected results Application fails attempting to play voice 67 Common problems with hangup detection 69 Common problems with voice interrupt detection Common problems with background music Results of running an application are not as expected Mailbox does not play recorded message server does not start server script fails Custom server does not start WebSphere Voice Response does not accept data from the caller s keypad DTMF input is sometimes not recognized in a state table application WebSphere Voice Response generates unsupported language error when running VoiceXML application Exceptions reported when a WebSphere Voice Response Java/VoiceXML application is started from VRNode FileCache error on a WebSphere Voice Response VoiceXML 2.0 system with multiple application nodes Compression of voice messaging can result in poor quality audio Performance and other general problems..80 A process does not start when you expect it to WebSphere Voice Response windows start without being selected The system runs extremely slowly...81 WebSphere Voice Response telephony activity is unexpectedly disrupted WebSphere Voice Response cannot access the printer WebSphere Voice Response is not accumulating call detail records Frequent without sending detach messages WebSphere Voice Response does not shut down iv Problem Determination

5 Screen is blank or frozen while WebSphere Voice Response is running Alarm graphic turns yellow or red...87 Applications and operations keywords turn gray Channel available indicator turns red independently Telephony problem without an alarm indicator Licenses are not granted The system configuration GUI crashes when being closed /dev/systrctl1... message is displayed in DTstatus.out File db2diag.log increases up to the AIX system limit Chapter 4. Using the ISDN_Monitor The ISDN_Monitor Starting the ISDN_Monitor Stopping the ISDN_Monitor Restarting the ISDN_Monitor Monitoring a trunk which is then disabled 94 Logging the ISDN_Monitor trace information to a file Decoding the ISDN_Monitor output...94 Other ISDN messages Chapter 5. Introducing the WebSphere Voice Response alarm messages Message destinations Message content Message categories Message filtering Messages by severity messages messages Green messages White messages Messages affected by filtering Appendix A. Messages issued during migration or import Appendix B. WebSphere Voice Response messages identified by number Example Message Session Manager/CHP DB2 return codes DBSM (database server) return codes NODEM (Node Manager) STPD (State Table/Prompt Directory) VAE (General WebSphere Voice Response) 191 LUM (License Use Management) SMSI (Simplified Message Service Interface) 200 CACHE (Cache Manager) DBIM (Internal Database Manager) VPACK, SPACK and XPACK VAD (Voice Application Development) ACL (Application Connectivity Link) CA (Custom Server) DTBE (Java and VoiceXML environment) SM_SRVR CTRL OAM (Operations and Maintenance) SNMP (Simple Network Management Protocol) SDI (Signaling Device Driver Interface) ISDN services ISDN signaling process and ISDN call control ISDN D Layer ISDN D Layer 2 and Layer VoIP SS Timeslot Management Pack Configuration Signaling Interface SpeechServer custom server CallPath_Sigproc Custom Server Java and VoiceXML environment messages 360 ISDN_Call_Transfer custom server Juke_Box custom server IBM_Trombone_Custom_Server VXML messages Where messages are written Message codes Example Messages and explanations Notices Trademarks Glossary List of WebSphere Voice Response and associated documentation WebSphere Voice Response software IBM hardware for use with WebSphere Voice Response Contents v

6 Withdrawn from marketing but still supported WebSphere Voice Response related products 452 WebSphere Voice Server for Multiplatforms Unified Messaging for WebSphere Voice Response AIX and the IBM pseries computer HACMP SS Integrated Services Digital Network Bellcore Specifications for ADSI Telephones 455 Index vi Problem Determination

7 Figures 1. DTXA backplate showing LEDs Trace of a typical startup sequence WebSphere Voice Response sending a DISC frame to the switch WebSphere Voice Response sending SABME frames at one second intervals A RESTART message initializing a whole trunk The channel ID information element Trace showing NFAS on a channel enabled on a trunk with no signaling Flow of call related events for an outbound call from WebSphere Voice Response Outbound call fails Trace of a call clearing Message information in the WebSphere Voice Response error log Copyright IBM Corp. 1991, 2008 vii

8 viii Problem Determination

9 Tables 1. AIX system trace event IDs used by WebSphere Voice Response WebSphere Voice Response messages classified as WebSphere Voice Response messages classified as WebSphere Voice Response messages classified as Green WebSphere Voice Response messages classified as White WebSphere Voice Response messages affected by filtering Message numbers generated by each software component DB2 return codes WebSphere Voice Response database return codes Message codes and meanings Copyright IBM Corp. 1991, 2008 ix

10 x Problem Determination

11 About this book This book describes how to isolate and diagnose problems that you might find while using the IBM WebSphere Voice Response for AIX with DirectTalk Technology voice processing system. Throughout this book, the IBM WebSphere Voice Response for AIX voice processing system is referred to as WebSphere Voice Response. If you are a newcomer to WebSphere Voice Response, start with Chapter 1, Introducing WebSphere Voice Response support, on page 1, which describes the manuals and other support available for the product. Then read Chapter 2, Analyzing the problem, on page 5, which describes how to handle any problems with WebSphere Voice Response, and also explains how to get additional help from IBM Support. If you have a problem with WebSphere Voice Response, use the information provided in Chapter 3, Solving WebSphere Voice Response problems, on page 33 to solve it. If you get a message when migrating or importing data, look it up in Appendix A, Messages issued during migration or import, on page 147. If you get a numbered WebSphere Voice Response message in the error.log on the System Monitor, refer to it in Appendix B, WebSphere Voice Response messages identified by number, on page 151, which is organized by message number. How to use this book This book contains background information, procedures, and reference information. The procedures explain how to complete the tasks for which you are responsible. The background information explains when to use the procedures and contains prerequisites for using them successfully. Before you use any procedure for the first time, read through all the relevant background information. Following the procedures in this book The procedures assume that you are already familiar with using a mouse and window environment, and that you know how to use the common actions such as Save to work with information. If you are new to WebSphere Voice Copyright IBM Corp. 1991, 2008 xi

12 Response, have a look at the WebSphere Voice Response for AIX: User Interface Guide, which tells you how to log on and log off, and use the WebSphere Voice Response windows efficiently. Typographic conventions This book uses the following typographic conventions: boldface Identifies an item that is in a WebSphere Voice Response window. The item might be a keyword, an action, a field label, or a pushbutton. Whenever one of the steps in a procedure includes a word in boldface, look in the window for an item that is labeled with that word. boldface italics Are used for emphasis. Take extra care wherever you see bold italics. italics Identify one of the following: v New terms that describe WebSphere Voice Response components or concepts. A term that is printed in italics is usually followed by its definition. v Parameters for which you supply the actual names or values. v References to other books. monospace Identifies one of the following: v Text that you type in an AIX window. Because AIX is case sensitive, ensure that you type the uppercase and lowercase characters exactly as shown. v Names of files and directories (path names). Accessibility WebSphere Voice Response for AIX is a voice application enabler. The applications that are developed to run on WebSphere Voice Response provide telephone access to business data and services. In this way, WebSphere Voice Response provides accessibility for people who cannot access the data and services by using regular Web pages or traditional graphic interfaces. These telephone user interfaces are fully accessible to people who are blind or have low vision and, if speech recognition is used, to people with mobility impairments or limited hand use. Speech recognition capability can be provided by products such as IBM WebSphere Voice Server. In addition, support for users of Telephony Devices for the Deaf (TDD) is provided as part of the WebSphere Voice Response product. xii Problem Determination

13 accessibility With WebSphere Voice Response you can perform many application development and system administration tasks with a text editor or line commands these are accessible if you use a screen reader product to interface with them. Also, the default settings of the WebSphere Voice Response graphical user interface can be changed to produce large fonts and high contrast colors. Details of how to use these accessibility features can be found in the WebSphere Voice Response for AIX: User Interface Guide. Alternatively, application development can be done with Java or VoiceXML development tools that are supplied by IBM and third parties. You can also use a screen-reader product to access the WebSphere Voice Response publications in HTML format (for details of their availability refer to List of WebSphere Voice Response and associated documentation on page 451 at the back of this book). Notes on terminology v A glossary of commonly-used terms is at the end of this book. v The full product name of WebSphere Voice Response for AIX with DirectTalk Technology is generally abbreviated in this book to WebSphere Voice Response. v The term pseries is generically used in this book to refer both to PCI-based RS/6000 computers and to appropriate models of the System p5 and pseries ranges. (Consult your IBM representative for details of models that are supported for use with WebSphere Voice Response.) RS/6000 computers with an MCA bus are not supported. v The IBM Quad Digital Trunk Telephony PCI Adapter is generally referred to in this book by its abbreviation DTTA. This adapter is a replacement for the IBM ARTIC960RxD Quad Digital Trunk PCI Adapter, which is generally referred to by the abbreviation DTXA. v References made to the VoiceXML 2.1 specification are intended to include VoiceXML 2.0 unless otherwise specified. Where to find more information The information provided in the WebSphere Voice Response library will help you complete WebSphere Voice Response tasks more quickly. A complete list of the available books and where you can obtain them is shown in List of WebSphere Voice Response and associated documentation on page 451. Useful Web sites The following Web sites are useful sources of information about WebSphere Voice Response and related products: IBM WebSphere voice products Select the Products link on the Pervasive Computing Software home page at About this book xiii

14 where to find more information IBM WebSphere developerworks resources (including WebSphere Voice products) VoiceXML Version 2.0 and 2.1 specifications CCXML Version 1.0 specification CallPath For more information on CallPath products go to the Genesys Web site at Making comments on this book If you especially like or dislike anything about this book, feel free to send us your comments. You can comment on what you regard as specific errors or omissions, and on the accuracy, organization, subject matter, or completeness of this book. Please limit your comments to the information that is in this book and to the way in which the information is presented. Speak to your IBM representative if you have suggestions about the product itself. When you send us comments, you grant to IBM a nonexclusive right to use or distribute the information in any way it believes appropriate without incurring any obligation to you. You can get your comments to us quickly by sending an to idrcf@hursley.ibm.com. Alternatively, you can mail your comments to: User Technologies IBM United Kingdom Laboratories, Mail Point 095, Hursley Park, Winchester, Hampshire, SO21 2JN, United Kingdom Please ensure that you include the book title, order number, and edition date. xiv Problem Determination

15 Chapter 1. Introducing WebSphere Voice Response support WebSphere Voice Response consists of more than just hardware and software components. When you buy WebSphere Voice Response, you also get access to system support for the product. Part of this support is the on-line help and the documentation that comes with the system. The documentation describes how to use WebSphere Voice Response to meet your business needs. In addition, WebSphere Voice Response includes a network of support resources, available up to 24 hours a day, 7 days a week depending on your service agreement with IBM. If you have a problem with WebSphere Voice Response, first analyze the problem, using the guidance provided in Chapter 2, Analyzing the problem, on page 5, and gather all the relevant information that you can. Next, use the information in the subsequent chapters to try and find a solution to the problem. If you cannot find sufficient information to help you solve the problem, call IBM Support. This chapter provides an overview of the support that you can expect from IBM. For a detailed description of the support available, look in the IBM Software Support Handbook, available from the Software Support Web site at Online help Every window in the WebSphere Voice Response user interface has a help button or a help menu. The help gives you a brief explanation of the contents of the window and how to use it. v Always select help when a pop-up dialog displays an error or warning message you don t understand. The help provides a little more explanation. v Select help in the parameter windows in System Configuration, if you need an explanation of the parameter. (This information is also included in WebSphere Voice Response for AIX: Configuring the System.) v Select help, in other windows if you cannot remember what to do. If, however, you are new to the system, or trying something for the first time, you will probably find that the more detailed product documentation is more useful. The books contain a lot of background information that makes it easier to understand new concepts and terminology. In addition, on-line explanations are available for all the alarms displayed in the System Monitor Alarms window. To view these explanations, select the Copyright IBM Corp. 1991,

16 online help message in the Alarms window (see WebSphere Voice Response for AIX: Configuring the System for details.) The explanations are also listed in Appendix B, WebSphere Voice Response messages identified by number, on page 151. IBM Support Assistant (ISA) The IBM Support Assistant (ISA) saves you time when searching for product, support and educational resources. If a problem report needs to be opened, ISA helps you gather support information, then create and track your electronic problem report. ISA is a free, standalone application that you can download and install, together with the corresponding plugin for WebSphere Voice Response. ISA provides the following services: v Improves your ability to locate IBM support, development and educational information through a federated search interface (one search to multiple resources). v Provides quick access to the IBM Education Assistant and key product education roadmaps. v Simplifies access to IBM product home pages, product support pages, as well as product forums or newsgroups, through convenient links. v Saves time submitting problems to IBM Support by collecting key information, then electronically creating a Problem Management Report (PMR) To obtain ISA, go to the download page at webapp/iwm/web/prelogin.do?source=isa, and download the installation package for any platform on which you will use ISA. You need to login using your IBM web identity (the same identity as used for sites such as MySupport and developerworks). If you do not already have an IBM web identity, you may complete the free registration process on the web page to obtain one. The install image that you download includes an HTML Installation and Troubleshooting Guide. To obtain the ISA plug-ins specific to the IBM products you are using, such as WebSphere Voice Response, go to the "Support and downloads" web page at and enter the search term "support assistant". Note that to run ISA with WebSphere Voice Response, you must have installed at least the following levels of PTF: If running the Java and VoiceXML environment dirtalk.vrbe_xml.rte (fix level ) 2 Problem Determination

17 online help In all configurations dirtalk.dt.rte (fix level ) WebSphere Voice Response product documentation The WebSphere Voice Response product documentation contains all the information you need to plan, install, configure, and maintain WebSphere Voice Response. The purpose of this manual is to help you solve problems. The other manuals contain additional information that might be helpful when you have a problem to solve. A complete list of the available books and where you can obtain them is shown in List of WebSphere Voice Response and associated documentation on page 451 IBM support resources IBM provides a support center for your IBM software and hardware. Your IBM software support center can help in situations such as when you encounter an undocumented error message, or an unexpected result after you have followed the instructions in the documentation. IBM Support can access additional product documentation, and files that document the experiences other companies have had with WebSphere Voice Response. In addition to the support center, IBM experts and other technical resources are ready to provide assistance. What to expect when you call IBM Support Before calling IBM Support, use the guidance given in Chapter 2, Analyzing the problem, on page 5 to analyze the problem, and then use the information in Chapter 3, Solving WebSphere Voice Response problems, on page 33 to try to solve the problem yourself this is sometimes the quickest and easiest method. When you call support, you will be talking with someone who assumes that you have first tried to analyze the problem and solve it yourself, and they will want to know what happened. The more information you can provide, the more quickly IBM can help. Apart from your analysis of the problem, have the following information ready: v Your customer number. v Whether the problem is new. Chapter 1. Introducing WebSphere Voice Response support 3

18 what to expect when you call IBM Support v A phone number where you can be reached. v A feeling for the business impact or severity of the problem you are reporting. Use the information in Determining problem severity on page 22 as a guide. 4 Problem Determination

19 Chapter 2. Analyzing the problem To solve any problem you might be having with WebSphere Voice Response, start by trying to identify the cause. First, catalog the symptoms. Then determine the state of the system; for example, calculate how much disk space is available, what levels of software are installed, and how the operating environment has been defined. When you have collected all the necessary information, use Chapter 3, Solving WebSphere Voice Response problems, on page 33 to identify and solve the problem. If you then need to consult an IBM specialist, your analysis will hopefully provide all the required information. In addition, before you call support, make sure you have fully documented the problem and assigned it a severity level. This chapter is organized as follows: v Cataloging the symptoms starting on this page v Describing the state of the system on page 6 v Before you call IBM Support on page 14 v Running hardware diagnostic procedures on page 24 v Diagnosing telephony line errors on page 30 Cataloging the symptoms Different problems have different symptoms. In general, however, you will usually notice a WebSphere Voice Response problem because of an error message, because something does not function correctly, or both. Try to isolate all events that seem to be symptoms of the problem. It is extremely helpful if you can identify the precise situation in which the problem occurs, the frequency with which it occurs, and the sequence in which the symptoms occur. Details of an error from the error log and traces of system activity can be particularly useful for determining the cause of a problem, and can speed up its resolution. Have any system conditions changed? When WebSphere Voice Response has been running smoothly and suddenly develops problem, often the reason is because an operating condition has changed. To determine whether operating conditions have changed at your location, ask yourself the following: v Have you recently installed a new release of software? Copyright IBM Corp. 1991,

20 cataloging the symptoms v Have you recently replaced or added hardware? v Have you recently changed the telephony configuration on either the WebSphere Voice Response system or the switch? v If the problem is with a voice application, is it an application that has recently been put into production? v If the problem is with the 3270 host connection, has the network configuration changed, or have any of the SNA profiles been changed? Which component is failing? Some types of problems do not involve a failing component. But for problems that do, it is important to find out which part of WebSphere Voice Response is not working correctly. Because hardware and software problems are handled by different IBM Support organizations, first determine whether the symptoms seem to indicate a hardware related or a software related problem. Then, try to identify more precisely where the problem is. If one of the symptoms is an error message, for example, the number of the error message can help you identify where the problem originates. Or, if the problem is with a voice application, the component of the application that is failing can help identify what part of the software is not processing correctly. Describing the state of the system Once you have cataloged the symptoms, check the state of your WebSphere Voice Response system; sometimes just doing this can reveal what is causing a problem. This section contains instructions for the following: v Describing the system by using dtproblem v Determining how much disk space is free v Determining the maximum number of user processes the system can start v Checking how much page space has been defined for the system to use v Determining how many buffers are defined for system use v Determining what levels of software have been installed v Reviewing the error log v Copying the error log to tape or diskette Describing the system by using dtproblem You can gather information about your system by using dtproblem. IBM Support can then use that information to debug the problems that you are experiencing. 6 Problem Determination

21 describing the state of the system It is best to use dtproblem immediately after the problem occurs. It gathers information about: v The system configuration v The level and type of products that are installed v Users To run dtproblem, log on to the user ID from which you run WebSphere Voice Response. You need root authority for this script, so type the command: su Now type: dtproblem outputdir where outputdir is the directory into which you want to put the output file. (dtproblem usually needs less than 4 MB of space on the output directory.) On the output directory is a file called dtproblem.tar.z, ready for transmission to IBM Support. You can examine the file contents yourself. To unpack the file, and extract the resulting files into the directory dtproblem_dir, use the command: zcat dtproblem.tar.z tar -xvf - Determining how much disk space is free WebSphere Voice Response includes both static and dynamic files. By default, the static files are stored in the /usr file system. The dynamic files are stored in the /home file system. As part of the installation process, the dynamic files might have been moved from /home to a different file system. Whichever file system is used, however, if the directory in which the dynamic files are stored starts to run out of space, WebSphere Voice Response might not perform as expected. Checking disk space The following instructions describe how to determine how much disk space is available in each WebSphere Voice Response file system. For a complete description of the WebSphere Voice Response file systems and information on how to manage the files, see WebSphere Voice Response for AIX: Managing and Monitoring the System. For information on moving the dynamic files to a different file system, see WebSphere Voice Response for AIX: Installation. To check the amount of free disk space, use the AIX operating system: 1. If no AIX window is open, open one by selecting an area on the screen background and clicking AIX Login. 2. Log onto the WebSphere Voice Response AIX account (usually dtuser). Chapter 2. Analyzing the problem 7

22 describing the state of the system The system displays the User Login menu. 3. Type 2 and press Enter. The system displays the system prompt, which is usually a dollar sign ($). 4. Type df and press Enter. The system lists all file systems and the amount of space (in KB) that is free in each. The name of the file system is on the far right. Using SMIT to increase the size of your file system: 1. Log on to AIX as root. 2. To use SMIT, type smitty and press ENTER: The system displays the System Management menu. From menus that follow, click: > System Storage Management (Physical and Logical Storage) > File systems > Add / change / show / delete file systems > Journaled file systems > Change / show characteristics of a journaled file system The system displays a list of file system names. 3. Select the name of the file system that you want to change: The system displays the change / show characteristics of a journaled file system menu 4. Change the number in the SIZE of file system field to the size you want for the file system. 5. Click the Do button. Determining the maximum number of user processes the system can start The number of user processes that WebSphere Voice Response can start determines how much processing WebSphere Voice Response can perform. If the system is extremely busy and it cannot start enough processes to handle all the requests for service by component programs, the result may be a problem. For example, WebSphere Voice Response might not initialize. Checking user processes To check the number of user processes defined for your system, you can use either an AIX command or SMIT. Using AIX: 1. Log on to AIX as root. 2. Type the following command and press ENTER: lsattr -E -l sys0 8 Problem Determination

23 describing the state of the system The character l in the command is a lowercase L (for logical device), not the number 1. The number next to maxuproc is the value to which the parameter is set. 3. To change the maximum number of user processes, type the following command and press ENTER: chdev -l sys0 -a maxuproc=### where ### is the maximum number of processes. For example, the command to reset the maximum number of processes to 150 looks like this: chdev -l sys0 -a maxuproc=150 The character l in the command is a lowercase L (for logical device), not the number 1. The system changes the upper limit on user processes to the number you indicate, and stores the changed parameter in the database. Using SMIT: 1. To use SMIT, type smitty and press ENTER: The system displays the System Management Menu. 2. Click System Environments. The system displays the System Environments Menu. 3. Click Change/Show Characteristics of Operating System. The system displays a list of characteristics. Note the number next to Maximum Number of Processes Allowed Per User. To calculate the number of user processes WebSphere Voice Response requires, and instructions on how to increase the maximum number of user processes, see WebSphere Voice Response for AIX: Installation. Using this information To calculate the number of user processes WebSphere Voice Response requires, and instructions on how to increase the maximum number of user processes, see WebSphere Voice Response for AIX: Installation. Checking how much page space has been defined To move information into and out of active memory, WebSphere Voice Response uses space on the hard disk, defined as page space. When WebSphere Voice Response does not have enough page space, the system might not be able to process information correctly. Checking page space To check the amount of page space that is defined for WebSphere Voice Response to use, you can use either an AIX command or SMIT. 1. Log on to AIX as root. Chapter 2. Analyzing the problem 9

24 describing the state of the system Determining the size of a logical partition 2. The unit of measure for page space is logical partitions. All logical partitions are the same size (usually 2 or 4 MB). To determine the size of each logical partition, type the following command and press ENTER: lslv hd6 The system displays a list of characteristics in columns. The first column starts with the identification of the logical volume (in this example, hd6). The second column contains an entry labeled PP size. The number next to this is the size of a logical partition. Determining the existing page space 3. Type the following command and press ENTER: lsps -a The system displays the number of paging spaces defined and the size of each page space logical volume. Calculating how many logical partitions to add 4. Note how much page space is currently defined for the volume that needs a larger amount of page space. If you need to increase the page space by 40 MB, and the size of a logical partition is 2 MB, you need to add 20 logical partitions. If the size of a logical partition is 4 MB, you need to add 10 logical partitions. Increasing page space You can increase the page space in 2 ways: v Add logical partitions to the existing page space v Create a new page space Adding logical partitions: Type the following command and press ENTER: chps -s where ## is the number of logical partitions to add identifies the logical volume. For example, chps -s 9 hd6 The system adds 9 logical partitions to the logical volume hd6. Creating new paging space: Type the following command and press Enter: mkps -s ## -n -a volume_group_name where ## is the number of logical partitions for the new page space. For example, mkps -s 10 -n -a volume_group_name 10 Problem Determination

25 describing the state of the system The system creates a new page space containing 10 logical partitions on the logical volume named by volume_group_name. Using this information WebSphere Voice Response requires page space equal to at least twice the amount of RAM in the system. For optimum performance, and assuming you have enough disk space available, define 256 MB of page space. For instructions on how to increase the amount of page space, see WebSphere Voice Response for AIX: Installation. Determining how many buffers are defined for system use WebSphere Voice Response uses buffers to hold the components of voice applications and also to pass data between processes. Some of the buffers, which are used to hold voice segments, are allocated in cache memory. If the system uses all the available buffers, processing degrades. Checking on buffers Use the System Monitor and the DTmon command (see WebSphere Voice Response for AIX: Managing and Monitoring the System) to find out how many buffers WebSphere Voice Response is configured to use. If the system does not have a suitable number of buffers available, it might not be able to process correctly. Alternatively, use the following procedure: 1. Log on to WebSphere Voice Response. Displaying the number of buffers 2. Click Configuration 3. Click System Configuration 4. Click Browse The system displays the names of the WebSphere Voice Response parameter groups. 5. Click Application Server Interface (ASI). The system lists the parameters in the ASI parameter group, showing the current value for each parameter. 6. Look at the value next to Maximum Cached Buffers. This number indicates how many buffers are allocated for the voice cache memory. To calculate what the value of Maximum Cached Buffers should be, see WebSphere Voice Response for AIX: General Information and Planning. 7. Look at the value next to Number of Pool Buffers. This number indicates the total number of buffers that the system can use (including the number in cache). Chapter 2. Analyzing the problem 11

26 describing the state of the system Using this information Each buffer requires 4 KB of random access memory (RAM). Set the value of Number of Pool Buffers to the highest value possible, minus the value of Maximum Cached Buffers. For instructions on how to reset the value of a system parameter, see WebSphere Voice Response for AIX: Configuring the System. Determining what level of software is installed Use the AIX command lslpp to find out what versions of the software and telephony hardware microcode are installed on your WebSphere Voice Response system. If you call IBM Support, the support representative will ask you for this information. You can determine the level of software you have installed by using the lslpp command. For example, to see what WebSphere Voice Response filesets are installed, login to AIX as root, type the following command, then press Enter: lslpp -l "dirtalk*" The installed WebSphere Voice Response filesets are displayed. Reviewing the error log WebSphere Voice Response automatically maintains a file in which it logs all errors that occur while the system is running. The file is called errorlog, and it is stored in $OAM_LOG_PATH. For more information: v About the error log, see WebSphere Voice Response for AIX: Configuring the System. v About interpreting the messages, see Chapter 5, Introducing the WebSphere Voice Response alarm messages, on page 105. v About the messages themselves, see Appendix B, WebSphere Voice Response messages identified by number, on page 151. Review the contents of the error log by using the AIX editor. Logging on 1. If no AIX window is open, open one by selecting an area on the screen background and clicking AIX Login. 2. Log onto the WebSphere Voice Response AIX account (usually dtuser). The system displays the User Login menu. 3. Type 2 and press Enter. The system displays the system prompt, which is usually a dollar sign ($). 12 Problem Determination

27 describing the state of the system Changing to the correct directory 4. Type the following command and press Enter: cd $OAM_LOG_PATH 5. To check whether the error log is present, type ls errorlog and press Enter. The system lists the error log file that is in the directory. Opening the error log 6. Type the following command press Enter: view errorlog The system displays the contents of the error log. The view command allows you look at the file, but not to make changes to it. 7. Use view to review the contents of the file. Closing the file 8. Press Shift ZZ The system closes the file and redisplays the system prompt. Copying the error log to tape or diskette Sometimes you need to copy the error log to tape or diskette. For example, the IBM support representative might ask for a copy of the file to help determine the cause of a problem. To copy the error log, use the AIX tar command. You need the name of the device (tape drive or diskette drive) to which the file will be written. If the error log file is very large, or if there are many error log files, you should compress the files (by using the AIX compress command) if you are going to save them on a low density medium such as a diskette. Logging on 1. If no AIX window is open, open one by selecting an area on the screen background and clicking AIX Login. 2. Log onto the WebSphere Voice Response AIX account (usually dtuser). The system displays the User Login menu. 3. Type 2 and press Enter. The system displays the system prompt - usually a dollar sign ($). Changing to the correct directory 4. Type the following command and press Enter: cd $OAM_LOG_PATH 5. To check on the correct name of the file, type ls err* and press Enter. Chapter 2. Analyzing the problem 13

28 describing the state of the system The system lists the error logs that are in the directory. The current file is called errorlog. The history files have a date appended to the file name. Copying the file 6. Type the following command, replacing the xxx with the device name and the ######## with the name of the error log file that you want to copy. tar -cvf/dev/xxx ######## The system copies the file to the tape or diskette that is loaded in the device specified by the command. Before you call IBM Support IBM Support can provide assistance if you encounter any problems. Before you call, however, make sure you have cataloged the symptoms, know the state of the system, and have documented the problem. Also be prepared to assign a severity level to the problem. You can then give the support representative all the necessary information. To help in diagnosing a problem, IBM Support might ask you to provide trace information. There are two types of trace that can be produced from a WebSphere Voice Response system: v System-level trace v Binary trace Capturing a system-level trace It is sometimes useful to run a system-level trace, to get details of what is happening to the signaling bits on the telephone channels. If there is a lot of activity on the system, the system trace will be large and more difficult to interpret. If possible, take the trace on a system with low activity (if you can reproduce the problem there). Before taking a trace, check that there is enough free space in the file system for the trace file. The default trace file size is 1280 KB, but this can be increased, for example to over 10 MB. The trace file is stored in the /var/adm/ras directory, which must have enough space for the size of trace file required. The default value is big enough for a short trace, but 8 MB is a typical value for a system that has a lot of activity. If you need to take a longer trace, perhaps to investigate an infrequently occurring problem, you must allocate a larger amount of space to the trace file. For example, 50 minutes of trace information for a system at moderate load might require over 40 MB. To log on before starting the trace 14 Problem Determination

29 before you call IBM Support 1. If no AIX window is open, open one by selecting an area on the screen background and clicking AIX Login. 2. Log onto the WebSphere Voice Response AIX account (usually as dtuser). The system displays the User Login menu. 3. Type 2 and press Enter. The system displays the system prompt - usually a dollar sign ($). To start the trace 4. Type the following command and press Enter: trace -1 -L T v For a short trace, the -L and -T options can be omitted. v The -L option gives the trace file size in bytes. The default is 1280 KB. In the example above it is set to 8 MB. v The -T option gives the size of the trace file buffer in memory in bytes. The default is 128 KB, and the maximum size is 1 MB, as used in the example above. The system displays the > prompt. Note: By default, the trace command creates the trace file in the directory /var/adm/ras, with a filename of trcfile.1. You can use the additional option -o to change the location and filename of the trace file. For example: trace -1 -L T o /home/dtuser/tracefile Remember to ensure that there is sufficient space in whichever location you decide to use. 5. Perform the action on WebSphere Voice Response that causes the problem you want to trace. To stop the trace 6. Wait a short time to allow the actions to complete. The system displays the > prompt. Note: Although the default is for the trace command to run in an interactive mode, for long traces you might find it useful to run tracing in the background, thereby returning the command line prompt immediately and allowing you to perform other tasks. To do this, use the -a option on the trace command, as in the following example: trace -1 -a -L T Chapter 2. Analyzing the problem 15

30 before you call IBM Support In order to stop the trace using this asynchronous mode, enter the command trcstop Type the following command and press Enter: q By default, the system writes the unformatted trace into a file in the /var/adm/ras directory. These files are named trcfile.*, and they are in binary format. To save the trace in a file 8. Type the following command and press Enter: print_trace > <filename> The system writes the formatted trace, in ASCII format, into the file name given in the command. The command assumes that you are using the default file trcfile.1 in /var/adm/ras. If you created a different trace file in /home/dtuser as described in step 4 above, then the new syntax would be: print_trace /home/dtuser/tracefile > formatted.trace What files and information do I need to send to IBM Support if I have taken a system trace? Send the file or files that have been formatted by using the print_trace command (see the procedure described in, Capturing a system-level trace on page 14). These files are in ASCII format, so take care to keep this format if they are transferred to another type of operating system. Alternatively, you might be asked to send the files that were created in the /var/adm/ras directory. These files are named trcfile.*. Look at the time and date of the files to determine which file (or files) you want. These files are in binary format, so take care to keep this format if you transfer them to another type of operating system. You should include details of the version of WebSphere Voice Response you are using, and details of any patches or PTFs that have been applied. Also include a description of the actions WebSphere Voice Response was performing when you took the trace, and what happened when the problem occurred. For example, you might say: v Called into channel 5 (number = ) v Tried to transfer to a busy phone (number = ) v Application hung up after 30 seconds because it did not detect that the phone was busy, and timed out If there is more than one failure mode, try to take a separate trace for each mode. 16 Problem Determination