ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Converse Command Debugging
Issue  4 September 1995
D-11
VRU time d out awaiting first 
digit.
VRU error log/trace.
VRU first digit timeout too 
short.Check VRU sc ript. Check 
converse second data 
delay.
Inter-digit timeout too short on 
first prompt and collect.Check VRU sc ript.
Faulty hardware. Diagnostics.
Digits incomp lete.Converse data delay too short.Check administration.
Faulty hardware. Diagnostics.
Second set of digits is 
the same as the first 
digits passed.VRUs first prompt timed out.Check administration.
Faulty hardware. Diagnostics.
DATA RETURN:
No digits returned to the 
DEFI NI TY switch.Flash not recognized by 
switch.VRU error log/trace.
Check flash timing on VRU.
Converse data return FAC not 
administered.Check administration.
VRU does not return FAC. VRU sc ript. Transfer 
attempt vector event.
VRU returns incorrect FAC. VRU sc ript. Transfer 
attempt vector event.
Digit timeout d uring FAC.Transfer attem pt event.
Converse data return FAC 
overlaps with other entries in 
the dialplanCheck dialplan.
Faulty hardware. Diagnostics.
Not all digits returned to 
the DEFINITY switch.Digit timeout after FAC. None unless VRU logs being 
dropped by DEFINITY.
Overflow of Call Prompting 
bufferVector Event.
Faulty hardware. Diagnostics.
Collect announcement 
not heard.Too many digits returned by 
VR U .Check VRU sc ript.
Faulty hardware. Diagnostics.
Table D-3. Converse Command Debugging
SYMPTOM CAUSES EVIDENCE 
						

							Troubleshooting Vectors
D-12Issue  4 September 1995 
Tracking Unexpected Vector Events
If you have an SAT terminal, you can display unexpected vector events. A vector 
event is an error that results from resource exhaustion or from faulty vector 
programming, rather than from a DEFI NI TY software error.  For exam ple, failures 
involving the 
route-to command are usually due to an invalid extension entered 
by the user.
By disp laying ve ctor events, you can do the following:
nDiagnose and correct each Call Vectoring problem, as indicated by its 
corresponding vector event, and thereby
nEliminate the need for a technician to make on-site visits to do the same.
The following sections explain how you c an troubleshoot by tracking unexpected 
vector events.
Display Events Form
The first step is to initiate the display of vector events. You do this b y entering the 
display events command at the enter command prompt.
Once the command is entered, the 
Display Events Form appears on the screen.  
The form a p pears as follows:
Figure D-1. Layout of Display Events Form
The following list indicates the options on the form, comments on these options, 
and also discusses the field(s) within each option.
nEVENT CATEGORY.  This option is intended to indicate the class of 
logg e d events to b e displayed.  For our p urposes, the default value 
Vector 
automatically a p pears in this display-only 
Category field .  The value 
Vector indicates that only vector events will be  d isplayed.
display events                                         Page 1 of 1    SPE B
                             EVENT REPORT
        The following option control which events will be displayed.
           EVENT CATEGORY
                       Category:  Vector
           REPORT PERIOD
                       Interval: _a_   From: __/__/__:__  To: __/__/__:__
           SEARCH OPTIONS
                  Vector Number: ___
                     Event Type: ____ 
						

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Issue  4 September 1995
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nREPORT PERIOD.  This o ption allows you to s pecify a report period.  This 
period consists of an 
Interval field, a From date/time stamp, and a To 
date/time stamp . Valid entries for the 
Interval field include (h)our, (d)ay, 
(w)eek, and (a)ll.  Both stamps consist of a series of numb ers that 
represent a period of time, as follows:  
1 through 12 (month), 1 through 31 
(day), 
0 through 23 (hour), 0 through 59 (minutes). If the field and stamps 
are populated, only the vector events that occurred within report period 
specified are displayed.  Otherwise, all vector events are displayed 
regardless of when they occurred.
nSEARCH OPTIONS.  This option contains two fields, Vector Number and 
Event Typ e.
Vector Number allows you to specify a vector number. If this field is 
p o pulate d, only vector events that are associated with this vector number 
are displayed.  Otherwise, all vector events are displayed regardless of 
the vector number with which they are associated.
Event Typ e allows you to specify the number associated with a particular 
type of vector event.  This number may range from 
0 to 999.  If the Event 
Type
 field is p o pulate d, only vector events of the typ e indicated are 
displayed.  Otherwise, all vector events are displayed regardless of type.
Display Events Report
After you complete the Display Events Form, you can generate the Display 
Events Re port
 by submitting the display request and hitting the Enter key a 
second time. A sample report appears as follows:
Figure D-2. Display Events Report
The 
Display Events Report provides details of all the logg e d vector events that 
meet the selection criteria supplied by the user. The  following list i dentifies and 
discusses the fields in the report.
nEvent Type contains a unique numb er between 0 and 999 that identifies 
the type of vector event that occurred.
nEvent Description contains text that describes the vector event.
                                      EVENTS REPORT
Event  Event                  Event     Event    First        Last         Event
Type   Description            Data 1    Data 2   Occur        Occur        Cnt
  20   Call not queued        12/5      B        09/28/13:43  09/28/13:43   21
 541   Not a messaging split  Split 89  4C       09/28/13:43  09/28/13:43  136 
						

							Troubleshooting Vectors
D-14Issue  4 September 1995 
nEvent Data 1 is a 9- character fields that contains data in one of two 
formats:
—
/< number2> (for example, 12/5), where  is 
the vector number associated with the vector event, and where 
 is the step number associated with the vector event. 
This format is used for events to which an event type in the range of 
0 through 499 is assigned.
—
Split (for examp le, Split 89), where  is the sp lit 
associated number associated with the vector event. This format is 
used for events to which an event type in the range of 500 through 
999 is assigned.
nEvent Data 2 is an 8-character field that contains additional d ata encoded 
as a hex number (for examp le, 
4C). This number serves as a call identifier.  
If two or more events with an identical identifier occur at about the same 
time, it can be concluded that the events were caused by the same call.
nFirst Occur is an 11-character field that contains the date and time when 
the vector event first occurred (for example, 
09/28/13:43).
nLast Occur is an 11-character field that contains the date and time when 
the vector event last occurred (for example, 
09/28/13:48).
nEvnt Cnt (Event Count) contains a number ranging from 1 to 255 that 
indicates the total number of vector events of this type that have occurred.
Summary of Vector Events
This section contains a table that does the following:
nLists the number of each vector event
nProvides a d esc ription and an explanation (and sometimes possible 
causes and solutions) for each event ty pe 
						

							Tracking Unexp ected Vector Events
Issue  4 September 1995
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Table D-4. Summary of Vector Events
Event Event Event
Type Description Explanation
1 Call dropped; call not q ueued 
at 
stop ste p.Vector processing ended without the call 
being queued to a split and, as a result, 
the call cannot be answered. This implies 
that some default condition was not 
programme d or that the vector was 
designed to not always answer the call. 
Also, call was subsequently dropped.
2 Vector with no stepsThe call encountered a vector with no 
steps administered.
3 1,000 step executedThis can occur due to the following:
nIncorrect vector programming (for 
example, including a series of 
goto 
ste ps that p oint to one another)
nExcessive repetition of a p rogrammed 
loop during a single call (for example, 
recurring announcement-wait loop)
4 Administration changeThe administration of this ste p occurred 
while the ste p was being executed.  The 
call flow for this call is unpredictable. 
Vectors should not b e changed while c alls 
are active.
5 Call dropped by vector 
disconnect timerThe call was still in vector processing 
when the vector d isconnect timer expired.  
The call drop ped.
10 Retrying announcement During an 
announcement ste p, a c ollect 
digits
 step that contains an 
announcement, or a 
d isconnect ste p, the 
announcement was not available, and the 
announcement queue (if specified) was 
full.  The step is retried at regular intervals. 
						

							Troubleshooting Vectors
D-16Issue  4 September 1995 
11 No announcement available During an announcement ste p, a c ollect 
digits
 step that contains an 
announcement, or a 
disconnect ste p, the 
announcement was not available for one 
of the following reasons:
nAnnouncement was not recorded
nAnalog announcement was busied out
nIntegrated announcement board was 
not installed
nIntegrated announcement ports were 
busied out
nIntegrated announcement was being 
recorded or restored
20 Call cannot be queued A 
q ueue-to main sp lit, messaging split, or 
check-backup split command failed to 
queue the call. 
NOTE: Event types 
520, 521, 522 an d 541 
may be observed for the same call at the 
same time.
21 Queued to three sp litsThe call attempted to queue to four 
splits.  Multiple split queuing allows the 
call to queue to a maximum of three splits 
simultaneously.  If the call queued to one 
or more splits, and if it should now be 
dequeued from those splits and then 
queued elsewhere, one solution is to route 
the call to a station (which may be 
administered without hardware).  Once 
this happens, the call is forwarded to the 
VDN that controls the next stage of the 
call.
30 No TTR available A 
collect digits command failed because
nTN744 port was not available
nAll queue slots were occupied
31 Dial-ahead discardedPreviously entered dial-ahead digits have 
been discard ed via access of a(n) 
adjunct 
routing, converse-on, route-to number
, or 
messaging split step.
Table D-4. Summary of Vector Events
Event Event Event
Type Description Explanation 
						

							Tracking Unexp ected Vector Events
Issue  4 September 1995
D-17
32 Prompting buffer overflowThe prompting digit buffer already 
contained the maximum of 24 digits when 
a d ditional dial-ahead digits were entered 
by the caller. These a dditional di gits are 
not stored.
40 Messaging step failed A messaging step failed because the 
Messaging Adjunct was not available.
NOTE: Event types 540 and 541 may be 
observed for the same call at the same 
time.
50 Route -to step failed A 
route-to step failed to reach the 
intended destination.
NOTE: Event types 51 and 52 may 
provide more specific information 
regarding the reason for the failure. See 
Appendix G, Operation Details for the 
Route-to Comman d.
51 No d i gits to route-toThe 
route-to digits step was unable to 
route the call because the previous 
c ollect 
digits
 step failed to collect any digits.  This 
could result from an error in vector 
programming (for example, a 
route-to 
digits
 step a p pears without a preceding 
collect digits step). More often, however, 
this results b ecause the caller was unable 
to enter the required digits (that is, the 
caller was using a rotary telephone), or 
b e cause the caller was not provided with 
enough information to do so (as can be 
the case for auto-attendant applications).
52 No available trunks A 
route-to command was unable to reach 
the sp ecified off-switch destination due to 
a lack of available trunks.
53 Route-to step failedThe step was unable to seize a trunk 
b e cause of a hardware problem or glare.
54 LAI retry Look Ahead Interflow 
route-to step failed 
b e cause of glare. The route will be retried 
once.
55 Double coverage attemp t Coverage option on route-to step was 
ignored because double coverage is not 
allowed. This may happen when the call 
has covered to a VDN.
60 Adjunct route faile d An adjunct route failed for one of reasons 
indicated in event types 61 through 66.
Table D-4. Summary of Vector Events
Event Event Event
Type Description Explanation 
						

							Troubleshooting Vectors
D-18Issue  4 September 1995 
61 Invalid d estinationThe adjunct routing command returned 
digits that did not represent a valid 
destination.
62 Ad junct route cancelledThe 
adjunct routing ste p was cancelled 
b e cause another routing step (such as a 
queue-to main split step) was 
encountered in the vector.
63 Queue before routeThe 
adjunct routing command was 
skip ped because the call had already 
been queued via a 
queue-to main split or 
a 
c heck-backup split command.
64 Ad junct link errorThe 
adjunct routing command was 
cancelled for one of the following reasons:
nLink to the adjunct was down
nASAI protocol violation prevented the 
call from completing
nSoftware resources to complete the 
call were unavailable
65 Ag ent not  logged in A Direct Ag ent Call was made to an agent 
who was not logg e d into the relevant split. 
Used for adjunct routing request only.
66 Ag ent not member of split A Direct Ag ent Call was made to an agent 
who is not a memb er of the relevant sp lit. 
Used for adjunct routing request only.
67 Invalid direct agent A Direct Ag ent Call was made to an agent 
extension that is not valid. Used for 
adjunct routing request only.
70 Busy step for CO trunk A CO trunk call reached a 
b usy step in a 
vector without having previously received 
answer supervision.  As a result, the c aller 
continues to hear rin g back rather than the 
busy tone.
80 Time not set A 
goto ste p with a time-of-day conditional 
was processed, but the switch time was 
not set.
81 No d i gits collected No digits were collected and a 
comparison was requested against a digit 
string or “in-table”. The comparison test 
was considered false and the next step in 
the vector was executed.
Table D-4. Summary of Vector Events
Event Event Event
Type Description Explanation 
						

							Tracking Unexp ected Vector Events
Issue  4 September 1995
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90 Wait step music failed A wait-time step with music was 
accessed, but the music was not 
connected.  Music may not b e 
administered correctly.
91 Wait step ringback failed A 
wait-time step with ringback was 
accessed, but the ringback was not 
connected.
100 Redirect unanswered callThe call was sent to an agent via a vector, 
but, due to the Redirection on No Answer 
(RONA) feature, the call was redirected 
from the ringing agent.
101 Redirect of call failedThe call was sent to an agent via a vector, 
but, due to the Redirection on No Answer 
(RONA) feature, the call was redirected 
from the ringing agent. The call could not 
be redirected.
110 Converse no ANI digits On a 
converse-on step with passing type 
ani, no information was available to 
p o pulate the field.
111 Converse no qpos digits On a 
converse-on step with passing type 
qpos, no information was available to 
p o pulate the field.
112 Converse no prompt digits On a 
converse-on step with passing type 
digits, no information was available to 
p o pulate the field.
113 Converse drop during data On a 
converse-on step, the converse 
agent hung up while d ata was being 
passed.  This may indicate a port failure.
115 ASAI transfer converse ASAI attemp ted a transfer of a call that 
was active at a 
converse step . The 
transfer failed, and vector processing 
continued at the next vector step.
116 Converse transfer denied A transfer of a call that was active at a 
converse-on step was attemp ted. The 
transfer either failed or was denied, and 
vector p rocessing continued at the next 
vector step.
117 Agent drops converse While active on a 
c onverse-on ste p, an 
agent b e came available in a split 
associated with a 
q ueue-to main split or 
check-backup split step.  The call was 
delivered to the nonconverse agent, and 
the converse agent was dropped.
Table D-4. Summary of Vector Events
Event Event Event
Type Description Explanation 
						

							Troubleshooting Vectors
D-20Issue  4 September 1995 
125 Data return no digits On a converse-on step, the converse 
agent activated data return b ut d i d not 
return any digits. 
126 Data return timeout On a 
converse-on step, the converse 
agent activated data return b ut timed out 
while waiting to return digits.  Vector 
processing continued at the next vector 
step.
140 Coverage conference deniedCoverage to a VDN in a coverage path 
was denied because more than one party 
was active on the call.
150 Invalid EAS hunt group used in 
the vector stepEither the skill hunt group was removed or 
the skill hunt group became a non-ACD 
hunt group.
151 Skill indirection used 
improperlyEither no VDN skills are administered or 
the vector command has skill indirection 
and EAS is not enabled.
160 No ve ctor steps, ANI sent ANI was sent to CMS for a call that 
reached a VDN that accessed a vector 
with no steps defined.
170 ASA - invalid VDN A 
check-backup or goto test requested a 
comparison of ASA for a VDN that had 
been removed since the vector was 
programme d. The comparison test was 
considered false and the next ste p in the 
vector was executed.
200 ANI not avail - digits A 
g oto test requested a comparison of 
ANI against a digit string and  ANI was not 
available for the call. The comp arison test 
was considered false and the next step in 
the vector was executed.
210 Routing table not assigned A 
goto test requested a comparison with a 
vector routing table that is not assigned or 
had been removed since the vector was 
programme d. The comparison test was 
considered false and the next ste p in the 
vector was executed.
211 No entries in routing table A 
goto test requested a comparison with a 
vector routing table that has no entries. 
This is considered as a non-match.
212 ANI not avail - table A 
g oto test requested a comparison of 
ANI against “in-table” and ANI was not 
available for the call. The comp arison test 
was considered false and the next step in 
the vector was executed.
Table D-4. Summary of Vector Events
Event Event Event
Type Description Explanation