Lucent Technologies DEFINITY Enterprise Communications Server Release 6 CallVisor PC ASAI Instructions Manual

							Troubleshooting
Issue  3  May 1998
11-5
Version Selection 
The ECS now supports version selection. The ISDN protocol stack, specifically 
the QP module, supports this feature. Three new tunable parameters are provided 
to allow selecting the desired version and allowable alternatives.
QP_DESIRED_VER is set to 3. Version 1 corresponds to G3V3, Version 2 
corresponds to G3V4 and Version 3 corresponds to release 6
1. For release 6, the 
default also is 3. QP_HIGHERVER and QP_LOWERVER are provided to allow 
higher version and/or lower version operation. The tunable parameters are 
located in /etc/conf/cf.d/stune. The defaults are:
QP_DESIRED_VER is set to 3 (Release 6)
QP_HIGHERVER is set to 3 to allow higher (later) versions
QP_LOWERVER is set to 1 to allow lower (earlier) versions
To change the values, edit the /etc/conf/cf.d/stune file. Follow the 
standard tuning procedures and rebuild the kernel, then reboot.
1. The default is 3 which supports Release 5 and 6. 
						

							Troubleshooting
11 - 6Issue  3  May 1998 
Inoperable System Errors 
These procedures, if not done correctly with the correct values, can result in an 
inoperable system. Two cases are possible:
1. Defective kernel
2. Incompatible version parameters
If the kernel is defective, the system will not boot or you will be unable to log on.  
To recover from this, use the reboot with optional kernel procedure as described in 
your UNIX documentation.
If the version parameters are incompatible with the ECS version, the BRI link will 
not start up. The QP module will log this error to the system console and the crash 
buffer. 
						

							Troubleshooting
Issue  3  May 1998
11-7
CV/LAN Troubleshooting
Client Side OA&M Utilities 
asai_test 
asai_test tests connections with the ECS. It has been modified to accept a new 
option “-t” with the IP address of the server. When it is run from the client, it will 
test the connection from the client through the specified server to the ECS.
asai_ver 
This function returns the library version of the client library. This is needed to 
ensure that the client library and the server library versions are same.
Other OA&M and Test Programs 
For the following OA&M programs and ITT to run, the host name or
(IP address) of the server to which the program is connected has to be 
administered in /usr/adm/asai/server.
Trouble Connecting to Server 
Use ping to check the connectivity to the CV/LAN server. If you cannot ping to 
the server, check your /etc/hosts file to ascertain that there is an entry for your 
server.
CVLN_ITT - ECS Connection Failure
Check the asai_open statement at the beginning of your script file for the 
node_id argument. This argument must be of the form:    
WWW.XXX.YYY.ZZZ:signal01 
Here WWW.XXX.YYY.ZZZ is the IP address of the server and signal01 
designates the ASAI link to the ECS.  
						

							Troubleshooting
11 - 8Issue  3  May 1998  
						

							Issue  3  May 1998A-1
A
Special Characters
Starting with Release 5, CallVisor ASAI supports a subset of European and 
Japanese Katakana characters that can be displayed by DEFINITY ECS on 85xx 
telephones. These European and Japanese characters are displayed when the 
Integrated Directory Database is queried for any name that contains all or some of 
these special characters.
ASAI parses the queried directory name and translates it according to the 
language that the application supports. An ASCII character preceded by a tilde (~) 
maps to a specific European or Katakana character that allows the presented 
name to be translated for the application. If a name is composed of special 
European characters (or the Japanese Katakana characters) as well as ASCII 
characters, the initial tilde combined with the subsequent ASCII character(s) 
toggles to the appropriate character map to translate the character(s); the second 
or next tilde turns off the toggle. If four tildes appear in a name sent by ECS, then 
the characters preceding the first and third tildes will toggle to the character map 
so that the characters can be translated; the second and fourth tildes discontinue 
character mapping and the presentation of ASCII characters within the name 
resumes. To illustrate the use of tildes for character mapping and translation, the 
Spanish name, “Pe~n~a” is received from ECS by ASAI and this name is 
subsequently translated by the ASAI adjunct to “Peña.” The first tilde in this name 
turns on character mapping and the second tilde turns it off. It should be noted 
that the application can only present the translated name to the user if the 
operating system supports the European and Katakana character sets and fonts. 
nFor details on character mapping, see the “Enhanced Voice Terminal 
Display” section in Chapter 3 of the 
DEFINITY Enterprise Communications 
Server Release 5 Feature Description
.
nFor information on searching for a name in the Integrated Directory 
Database, see ‘‘Value Query’’ section in Chapter 5, ‘‘ASAI Capabilities’’ of 
this document. 
						

							Special Characters
A-2Issue  3  May 1998  
						

							Issue  3  May 1998 GL-1 
GLGlossary
 A
ACD
Automatic Call Distribution, a distribution method used to direct calls to a group of agents called 
(‘‘splits”), using the ‘‘most idle agent” or the ‘‘hot seat” routing algorithm.
ACD agent/extension
A station extension that is a member of an Automatic Call Distribution (ACD) split/skill/hunt group.
ACD call
A call directed to an ACD split/skill/hunt group either directly or through vector processing.
 Active
One of the five possible states for a party on a call. Active means that the party has been 
connected to the call.
Active call
For the Send DTMF Signals feature, a call that has received answer supervision, either network or 
timed (that is, resulting from elapse of a software timer), and has assigned listen and talk time 
slots. Therefore, for Send DTMF Signals purpose, an answered call on hold is an active call.
 Active-Notification Association
A unique CRV/link number combination assigned by an application via the Event Notification 
Request capability.
 Active-Notification Call
A call for which event reports are being sent over an active-notification association (communication 
channel) to the adjunct. Sometimes referred to as a “monitored call.”
 Active-Notification Domains
Group domains are Vector Directory Numbers or ACD split extensions for which Event Notification 
has been requested.
 Adjunct
An independent processor connected to ECS.
 Adjunct-Controlled Association
A unique CRV/link number combination assigned by an application via the Third Party Make Call or 
the Third Party Take Control capability.
 Adjunct-Controlled Call
A call controlled by an adjunct-controlled association. The call must have originated via the Third 
Party Make Call capability or by a call with an active Third Party Take Control capability.
 Adjunct-Controlled Split
An ACD split administered to be under adjunct control. Agents logged into such splits must do all 
telephony and ACD login/logout and change work mode functions through the adjunct.
 Adjunct-Monitored Call
An adjunct-controlled call, an active-notification call, or a call that provides event reports over a 
domain-controlled association. 
						

							Glossary
GL-2 Issue  3  May 1998
Adjunct Routing
A vector command/step that allows the switch to request a route/destination, from an ASAI adjunct, 
for the call executing the vector command/step. When an adjunct routing vector command is 
encountered, the switch disconnects any tone detector/call prompter connected to the call and 
discards any dial-ahead digits that had been collected. Collected digits are retained with the call 
and sent to the adjunct in the Route Request message.
 Agent
A member of an ACD split or a hunt group. An agent can be a person at a terminal or a port on an 
adjunct processor. If the agent is a member of an ACD split, that agent is referred to as an
‘‘ACD agent.”
 Alerting
One of the five possible states for a party on a call. Alerting means that the party is being alerted 
for the call.
AOC
Advice of Charge
AP
Adjunct Processor (Application Processor)
 API
Application Program Interface
Application 
An adjunct entity that requests and receives ASAI services or capabilities. The terms “application” 
and “adjunct” are used interchangeably.
ASAI
Adjunct Switch Application Interface. A messaging interface between the switch and an Adjunct 
Processor that allows the AP to perform call monitoring and control functions.
ASAI Application
An application running on an ASAI adjunct by making calls to a library written to meet the ASAI 
specification.
ASAI_E
See MFB. It is a label at the front of the DEFINITY LAN Gateway.
ASAI Host/Adjunct Processor
A computer processor that communicates with the switch via an ASAI link.
ASAI link
An ISDN BRI or Ethernet interface configured to support ASAI.
ASE
Application Service Element, a well-defined set of services available to other ASEs and to the 
application.
 ASE instance
Active conversation between client and server using operations contained in the corresponding 
ASE.
 ASEID
ASE identifier
 Association
An association is a single invocation of an ASE between an application and ECS. An association is 
represented by a unique CRV/link number combination. This term is synonymous with the  
						

							Glossary
Issue  3  May 1998  GL-3 
following terms: ASE instance, cluster instance, cluster identifier, and single application object 
(SAO). An active association is one which applies to an existing call on ECS or to an extension on 
the call. SAO is preferred.
 Automatic Call Distribution
See ACD.
B
 BRI
Basic Rate Interface, referring to the basic ISDN physical interface providing two 64K bps full 
duplex B (bearer) channels and one 16K bps D channel for message-oriented signaling.
 Busy/Unavailable
An event sent when a call cannot be completed because the party on the call is busy or the 
connection to the called endpoint cannot be established.
C
call_id
An identifier assigned by the node that processes the call (usually ECS).
Call Management System (CMS)
An application that collects, stores, analyzes, displays and reports ACD information provided by 
the switch. CMS enables customers to monitor and manage telemarketing centers by generating 
reports on the status of agents, splits, trunk groups, vectors, and vector directory numbers, and 
enables customers to partially administer the ACD features on the switch.
 Call Reference Value
See CRV.
Call Vectoring
A method that manages inbound calls, using routing tables to uniquely define treatments for each 
call type. The call type is based on the dialed number or trunk group termination to a vector via 
vectoring directory numbers. The vectors are customer-programmable using commands that 
resemble a high-level programming language to specify what kind of treatment the call should be 
given.
Capability
A request or in indication of an operation.
Capability Groups
Sets of capabilities that denote association types. Each capability group may contain capabilities 
from several capability groups. Groups are provisioned through switch administration, and can be 
requested by an application. These are also called Application Service Elements (ASEs).
 Cause Value
A cause value is returned in response to requests or in event reports when a denial occurs or an 
unexpected condition is encountered. ASAI cause values fall into two coding standards: coding 
standard 0 includes any cause values which are part of Lucent Technologies and ITU ISDN 
specifications; coding standard 1 includes any other ASAI cause values. 
						

							Glossary
GL-4 Issue  3  May 1998
Client
As used in this guide, the initiator of a request for service; usually, but not always, the adjunct.
 Cluster
Synonym for capability group or ASE. See also Association.
 Controlled Extension
A station extension that is being monitored and controlled via domain-control association.
CPN
Calling Party Number
 CRV
Call Reference Value a number used to identify the logical channels on the ISDN D channel.
CV/LAN
CallVisor LAN application running on Multi-Application Platform for DEFINITY (MAPD).
D
 Daemon
Administrative process started when a UNIX system goes into a specified state that controls the 
activities of a system or peripheral device. 
 Denying a Request
Equivalent to sending a negative acknowledgement (NAK). This is done by sending an FIE with a 
return error component. A cause value is also provided. It should not be confused with the denial 
event report which applies to calls. 
DLG
DEFINITY LAN Gateway is an application running on MAPD, or DEFINITY LAN Gateway Board 
(MFB).
 Domain
Available domains are vector directory numbers, ACD splits and extensions. The VDN and ACD 
split domains are only used for active-notification associations. The extension domain is used only 
for the domain-control associations. 
 Domain-Control Association
A third party domain control request capability initiates a unique CRV/link number combination, 
which is referred to as a domain-control association. 
 Domain-Controlled Extension on a Call
An extension active on a call which provides event reports over one or two domain-control 
associations. 
E
Expert Agent Selection
An optional feature that allows call center agents to have assigned skills and to receive calls based 
on their skill. EAS adds flexibility to ACD. Each agent assigned to a station at login time. This 
makes it possible to use the same physical station for a variety of skills and agents.