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 command debugging. Finally, the 
third part of the chapter contains procedures for tracking many of the 
unexpected operations within Call Vectoring that are disc ussed in the two tables.
NOTE:
If EAS is optioned, skill replaces split.
Unexpected Feature Operations
The table in this section indicates and explains unexpected operations within the 
Call Vectoring features the customer may encounter.
NOTE:
For solutions to these unexpected operations, refer to Chapters 4 through 9 
and to Appendix A, Appendix C, and Ap pendix G in this guide. 
						

							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 Look-Ahead Interflow 
attempts accepted.
Look-Ahead DNIS name not 
d isplayed.Ag ents on both switches 
b ecome available 
simultaneously. (Avoid by 
including at the b eginning of the 
receiving switch vector a short 
wait-time or announcement 
step.)
No trunks.
PRI network failure.
Insufficient FRL.
Look-Ahead Interflow attempts 
are interworking off of one of the 
following:
nInterworking off of the PRI 
network
nReceiving vector not 
d esigned for conditional 
acceptance
nroute-to with coverage yes 
command was used to 
interflow
Look-Ahead Interflow not 
optioned at the receiving switch. 
						

							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 
wait-time command 
and/or within the time length of 
the recorded announcement.)
Digit string inconsistent with 
networking translation.
ASAI link down.
Invalid route d estination returned 
from adjunct.
Busy tone. Busy local destination has no 
available coverage points.
Network reorder or interc ept. Digit string supplied by adjunct 
inconsistent with public network 
translation.
Digit string inconsistent with 
networking translation.
Intercept or reorder tone 
heard.Vector processing succeeded 
routing off switch, but a problem 
has occurred before routing to its 
final destination.
All trunks busy on a quiet 
system.Two switches treating each other 
as backup switch.
Step skipp ed. Port Network (PN) link down. 
						

							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 after 
announcement.Announcement is the last step.
Incomp lete announcement. Ag ent becomes available.
Previous 
adjunct routing step 
succeeds.
busyRing b ack heard instead of 
b usy tone.Unanswered CO trunk.
check-backup splitCall does not enter queue or 
terminate to agent.Step condition not met.
Table D-2. Unexpected Command Operations
Command Step Customer Observation(s) Cause(s) 
						

							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 superseded by higher 
p riority call, including direct 
agent call.
collect digitsAnnouncement not heard 
while waiting for di gits, but 
network billing indicates that 
the call was answered.Announcement board not 
p resent.
Announcement not administered.
Announcement not recorded.
Announcement being 
rerecorded.
All ports busied out.
Announcement restore in 
p rogress.
Dial ahead digit exists.
Collect step and 
announcement skip ped.TTR TN744 not in system.
Link to PN that has TN744 is 
d own.
TTR queue full for TN744.
Table D-2. Unexpected Command Operations
Command Step Customer Observation(s) Cause(s) 
						

							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 rovided.
Call Promp ting timeout since the 
last d i git was entered.
Vector processing halted at 
c ollect step; announcement 
heard again upon return.Call put on hold, transferred, or 
c onferenced.
Insufficient digits collected; 
c all routed to intercept.Caller dialed 
# too soon.
Caller dialed 
* without reentering 
c orrect digits.
Call Promp ting interdigit time-
out.
Caller information button 
d enied.No digits were collected.
Display not in Normal mode.
Collect announcement not 
heard and first collected digit 
incorrect.System does not contain all 
TN748C Vintage 5 (or later) 
b oards.
Incomp lete announcement. Ag ent becomes available.
First d i git dialed.
Table D-2. Unexpected Command Operations
Command Step Customer Observation(s) Cause(s) 
						

							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 
agents in splits where call is 
q ueued.
disconnectAnnouncement 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.
Extra delay. Announcement queue full.
All integrated announcement 
p orts busy.
All analog announcements busy.
Vector stuck.  Analog announcement does not 
answer.
goto stepBranch is not made to the 
specified step.Step condition not met.
System time not set.
goto vectorBranch is not made to the 
specified vector.Step condition not met.
Vector stuck. Goto vector with no steps or with 
all failed steps.
NOTE:
Refer to the Converse Command Debu gging section later in this a p pendix for 
more details on 
converse-on command debugging.
Table D-2. Unexpected Command Operations
Command Step Customer Observation(s) Cause(s) 
						

							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 AUDIX voice ports is 
full.
Step skipped. Split not AUDIX split anymore.
route-toStep skipp ed (that is, default 
treatment).Invalid local extension.
No trunks available.
COR/FRL restricted.
Digit string inconsistent with 
networking translation.
Busy local destination (route to 
d i gits without coverage and 
route to number).
No digits collected.
Network reorder. Digit string inconsistent with 
p ublic network translation.
Intercept or reorder tone 
heard.Vector processing succeeded 
routing off switch, but a problem 
has occurred before routing to its 
final destination.
All trunks busy on a quiet 
system.Two switches treating each other 
as a backup switch.
stopCall dropped. Call not queued when vector 
p rocessing stops.
NOTE:
Complete o peration details for the route to commands are presented in 
Ap pendix G.
Table D-2. Unexpected Command Operations
Command Step Customer Observation(s) Cause(s) 
						

							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 heard. No music port administered.
Music source disc onnected or 
turned off.
Alternate audio/music source 
not heardAnnouncement board not 
p resent.
Audio/Music sourc e not 
administered.
Audio/Music sourc e not 
recorded.
Audio/Music sourc e being 
rerecorded.
All ports busied out.
Announcement restore in 
p rogress.
Table D-2. Unexpected Command Operations
Command Step Customer Observation(s) Cause(s) 
						

							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 gits collected. Vector event.
Call not queued (qpos). Vector event.
Expected wait time not 
availableVector event.
VRU time d out awaiting first 
digit.VRU error log/trace.
VRU first digit timeout too 
short.Check VRU sc ript.
Check converse first data 
delay.
Faulty hardware. Diagnostic s
Second set of di gits not 
collected.VRU digit count on first prompt 
in VRU script does not include 
#. Check VRU sc ript.
Converse se cond delay too 
short.Check administration.
No ANI available. Vector event.
No d i gits collected. Vector event.
Call not queued (qpos). Vector event.
DATA PASSING: 
(Continued)Expected wait time not 
available because call is not 
queued or the splits/skills that 
the call is queued to are not 
staffedVector Event