ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Issue  4 Septemb er 1995D-1 
D
Troubleshooting Vectors
Introduction
This chapter is intended to serve as a troubleshooting guide for Call Vectoring.  
The first part of the chapter includes two tables that indicate and explain 
unexpected operations within Call Vectoring that the customer may encounter.  
The first ta ble focuses on the Call Vectoring features, while the second table 
focuses on the Call Vectoring commands. The second part of the chapter 
contains a ta ble that focuses on 
converse-on...

Troubleshooting Vectors
D-2Issue  4 Septemb er 1995 
Table D-1. Unexpected Feature Operations
Feature/Area Customer Observation(s) Cause(s)
General Vector 
ProcessingVector stuck.
Audible feedback lasts longer 
than the delay interval.1,000 steps executed.
No default treatment in the 
vector.
Last vector step.
Queuing for an announcement.
Queuing for a touch-tone 
receiver for a 
c ollect digits step.
Look-Ahead 
InterflowAg ent receiving phantom call.
No Look-Ahead Interflow 
attempts accepted.
All...

Unexpected Command Operations
Issue  4 September 1995
D-3
Unexpected Command Operations
The following table indicates and explains the unexpected operations the 
customer may encounter in using the Call Vectoring commands.
Table D-2. Unexpected Command Operations
Command Step Customer Observation(s) Cause(s)
adjunct routingStep skipp ed (that is, default 
treatment).Invalid link extension.
No trunks available.
COR/FRL restricted.
Timeout.  (Ap plication did not 
respond within the time s pecified 
in the...

Troubleshooting Vectors
D-4Issue  4 Septemb er 1995 
announcementAnnouncement not heard. Announcement board not 
p resent.
Announcement not administered.
Announcement not recorded.
Announcement being 
rerecorded.
All ports busied out.
Announcement restore in 
p rogress.
Link to TN750 d own.
Extra delay before hearing 
announcement.Announcement queue full.
All integrated announcement 
p orts busy.
Analog announcement busy.
Vector processing stops. Analog announcement does not 
answer.
Listening to silence...

Unexpected Command Operations
Issue  4 September 1995
D-5
check-backup split 
and 
q ueue-to main 
split
Call does not enter queue or 
terminate to agent.Queue length specified on the 
hunt group screen has been 
exc eeded.
Invalid sp lit.
Split not vector-controlled.
Already queued to three different 
s plits.
No queue.
Queue or check backup status 
indicates space when queue is 
full due to d irect agent calls.
Call a p parently answered in 
wrong order.Call being requeued at different 
p riority.
Call...

Troubleshooting Vectors
D-6Issue  4 Septemb er 1995 
collect digits 
(Continued)Delay before hearing 
announcement.All TTR TN744  ports busy, but 
space in queue.
Announcement queue full.
All integrated announcement 
p orts busy.
Analog announcement busy.
Vector stuck. Analog announcement does not 
answer.
Dial-ahead digits not 
recognized.Dial-ahead digits entered prior to 
first collection step.
Call has been transferred.
LAI attempt has been made.
TTR has been released.
24 digits have already been 
p...

Unexpected Command Operations
Issue  4 September 1995
D-7
converse-on splitVRU script not executed. Queue full. No queue. Invalid 
split. Split not vector-controlled. 
VRU down.
Ani digits not passed. ANI not available.
Q pos d igits not passed. Call not queued to a 
nonconverse split.
No data returned from VRU. No TTRs available on DEFI NI TY.
VRU script terminated 
p rematurely.
Wait digits not passedAg ent becomes available.  VRU 
script attempted to transfer the 
c all.
Call not queued or no working...

Troubleshooting Vectors
D-8Issue  4 Septemb er 1995 
 messaging splitVector stuck (with ringback). Extension unknown to AUDIX.
Step  skipped, no message left. AUDIX link down.
DCS link to remote AUDIX down.
All DCS trunks busy.
Queue for AUDIX voice ports is 
full.
Vector stuck (with busy). Remote AUDIX link d own.
Messages not found. Message extension is 
none 
(message is left for VDN that 
accessed the vector).
Delay before AUDIX answers. All AUDIX ports busy, but space 
in queue.
Busy tone. Queue for...

Converse Command Debugging
Issue  4 September 1995
D-9
Converse Command Debugging
The following table is intended to help your troubleshooting efforts with the 
converse-on command.
NOTE:
Refer to Appendix H for details on the call flow for converse-VRI calls.
wait-timeAudible feedback longer than 
d elay interval.Queuing for an announcement or 
for a TTR.
Sto p command executed.
Audible feedback shorter than 
d elay interval.Previous 
adjunct routing step 
succeeds.
Ag ent becomes available.
Music not...

Troubleshooting Vectors
D-10Issue  4 September 1995 
Table D-3. Converse Command Debugging
SYMPTOM CAUSES EVIDENCE
PLACING A CALL:
Converse step skipped. VRU down (RONA). Vector event.
Split queue full Vector event.
Call stuck in converse. VRU port doesn’t answer, 
RONA not used.Check split administration.
VRU down, RONA leaves call 
in queue.Check split status.
DATA PASSING:
First set of di gits not 
collected.Converse first delay too short.Check administration.
No ANI available. Vector event.
No d i...