NEC Attendant Management System Operations Manual

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Attendant Management System Operations Manual Process and Error Messages
AMS Error Messages 
(Cont.)Error setting orbit timer.
An error occurred while the application was attempting to set an orbit timer. 
Terminate all application processes and halt the APM system. Log into the AMS 
Platform Management Menu with amsadm and select the UNIX option. Type the 
command /oai/utils/rmipc at the prompt, then press Enter. Restart the APM 
system, then restart the application processes. If the problem persists, halt and 
restart the APM system.
Error setting park timer.
An error occurred while the application was attempting to set a parking timer. 
Terminate all application processes and halt the APM system. Log into the AMS 
Platform Management Menu with amsadm and select the UNIX option. Type the 
command /oai/utils/rmipc at the prompt, then press Enter. Restart the APM 
system, then restart the application processes. If the problem persists, halt and 
restart the APM system.
Error setting stat pkg timer.
An error occurred while the application was attempting to set a statistics package 
timer.   Terminate all application processes and halt the APM system. Log into the 
AMS Platform Management Menu with amsadm and select the UNIX option. 
Type the command /oai/utils/rmipc at the prompt, then press Enter. Restart the 
APM system, then restart the application processes. If the problem persists, halt 
and restart the APM system.
Error spawning [%s]. 
An error occurred while the application was attempting to initialize an AMS 
process. Terminate all application processes and halt the APM system. Log into the 
AMS Platform Management Menu with amsadm and select the UNIX option. 
Type the command /oai/utils/rmipc at the prompt, then press Enter. Restart the 
APM system, then restart the application processes. If the problem persists, halt 
and restart the APM system.
Error stopping monitoring on att.
The application cannot cancel monitoring on an attendant. This can happen if 
monitoring was cancelled before or if communication with the PBX has failed. If 
the application does not recover normally, it may be terminated using the Kill 
option in the APM menu. Once the OAI link is re-established, restart the 
application.
Error stopping monitoring on call queue.
The application cannot cancel monitoring on a call queue. This can happen if 
monitoring was cancelled before or if communication with the PBX has failed. If 
the application does not recover normally, it may be terminated using the Kill 
option in the APM menu. Once the OAI link is re-established, restart the 
application. 
						

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AMS Error Messages 
(Cont.)Error stopping monitoring on orbit.
The application cannot cancel monitoring on an orbit. This can happen if 
monitoring was cancelled before or if communication with the PBX has failed. If 
the application does not recover normally, it may be terminated using the Kill 
option in the APM menu. Once the OAI link is re-established, restart the 
application.
Error stopping monitoring on page sta.
The application cannot cancel monitoring on a page station. This can happen if 
monitoring was cancelled before or if communication with the PBX has failed. If 
the application does not recover normally, it may be terminated using the Kill 
option in the APM menu. Once the OAI link is re-established, restart the 
application.
Error stopping monitoring on rt/trk.
The application cannot cancel monitoring on a route/trunk. This can happen if 
monitoring was cancelled before or if communication with the PBX has failed. If 
the application does not recover normally, it may be terminated using the Kill 
option in the APM menu. Once the OAI link is re-established, restart the 
application.
Error stopping monitoring on sta.
The application cannot cancel monitoring on a station. This can happen if 
monitoring was cancelled before or if communication with the PBX has failed. If 
the application does not recover normally, it may be terminated using the Kill 
option in the APM menu. Once the OAI link is re-established, restart the 
application.
Error terminating.
An error occurred during the application’s attempt to terminate. Use the Kill option 
on the APM menu, if necessary.
Error when doing directory lookup in database (Directory database lookup 
error).
An error occurred while the application was attempting to perform a directory 
lookup in the AMS Informix database. If it is a -10,000 number, check the Informix 
manual. Use the last three digits as the error code.
Error when finding attendant in database (Db error when finding attendant).
An error occurred while the application was attempting to find an attendant record 
in the AMS Informix database. If it is a -10,000 number, check the Informix 
manual. Use the last three digits as the error code.
Error when finding recalled park record in db.
An error occurred while the application was attempting to find a recalled park 
record in the AMS Informix database. If it is a -9000 number, contact the system 
distributor. If it is a -10,000 number, check the Informix manual. Use the last three 
digits as the error code. 
						

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AMS Error Messages 
(Cont.)Error when finding route in database (Db error when finding trunk).
An error occurred while the application was attempting to find a route in the AMS 
Informix database. If it is a -9000 number, contact the system distributor. If it is a 
-10,000 number, check the Informix manual. Use the last three digits as the error 
code.
Error when finding source caller in database (Db error when finding source 
clr).
An error occurred while the application was attempting to find a source caller in 
the AMS Informix database. If it is a -9000 number, contact the system distributor. 
If it is a -10,000 number, check the Informix manual. Use the last three digits as the 
error code.
Found a configured att server [%d] out of range.
Enter the Database Administration menu as a supervisor and make sure that all 
Server numbers range from “1” and the total number configured for AMS.
Fatal error.
Refer to the AMS error log for more detail. Enter apmadm at the prompt and select 
the UNIX option from the APM Platform menu. At the UNIX prompt, type more 
/oai/app/ams/log/errlog, then press Enter.
Going off-line due to error.
This is a process message. The application has either been requested to go off-line 
or has an unrecoverable error. The application is closing communications with the 
PBX and preparing to terminate.
Incoming ack msg had unrecognized code.
An invalid acknowledgment code has been received from the Daemon application. 
The attendant station will recover automatically. If the problem persists, log the 
attendant out past the login screen using the Esc key and then log back in.
Incomplete tty record(s) found in database.
The OAI link has gone down and a tty record has been lost. This won’t cause any 
problems.
Latent handshake time-out received.
There is an attendant station communication problem. Log all attendant stations out 
past the login screen using the Esc key, and then have all stations go back on-line. 
If the problem persists, halt and restart the OAI applications.
Logical error, null pointer.
There is a software protocol error in the system pointers. If the problem persists, 
log the attendant out past the login screen using the Esc key and log back in. 
						

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AMS Error Messages 
(Cont.)Minor error when receiving data.
There is a problem with a UNIX interprocess communication. Terminate all 
application processes and halt the APM system. Log into the AMS Platform 
Management Menu with amsadm and select the UNIX option. Type the command 
/oai/utils/rmipc at the prompt, then press Enter. Restart the APM system, then 
restart the application processes. If the problem persists, halt and restart the APM 
system.
No attendants configured in database. Terminating.
Log in as the supervisor to the AMS and configure at least one attendant station 
through the data entry screen that is displayed.
No color capabilities available.
The monitor being used for the attendant station does not support color capabilities. 
Make sure the monitor is configured as ansi. To configure the monitor as ansi, use 
the UNIX command TERM=ansi.
No queues! Enter them via the AMS Sys Admin Menu.
Log in under a supervisor name, enter the System Administration menu option, and 
select the Queue Assignment option. Then enter unique monitored numbers both 
here and at the PBX MAT using instructions in the manual.
No 2nd party line info in the SMFN(inc).
An error has been received from the PBX. Contact the system distributor.
No statistics records to format.
This is a process message from the background report utility program. There are no 
statistical records to process from the attendant stations. No statistics file will be 
generated for the respective date.
OMP queue has not been initialized.
Log into the application and enter the Call Processing option. This initializes the 
OMP queue.
Park Manager has no association.
Verify that the name configured for the Park Manager in the APM matches the 
associated name in the AMS/APM database.
PID of incoming message did not match our PID.
A minor communication problem occurred among AMS background programs. If 
the problem persists, back the attendant out past the login screen using the Esc key 
and log back in.
PID [%d] of expired enable timer does not match.
A race condition occurred.   If the problem persists, back the attendant out past the 
login screen using the Esc key and log back in. 
						

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AMS Error Messages 
(Cont.)Previous error.
An error was found that is associated with the previously displayed error message.
Problem receiving acknowledgement.
An invalid acknowledgment code has been received from the Daemon application. 
The attendant station will recover on its own. If the problem persists, back the 
attendant out past the login screen using the Esc key and log back in.
Problem sending request.
An interprocess communication failure occurred while the application was 
attempting to send a request. Terminate all application processes and halt the APM 
system. Log into the AMS Platform Management Menu with amsadm and select 
the UNIX option. Type the command /oai/utils/rmipc at the prompt, then press 
Enter. Restart the APM system, and then the application processes. If the problem 
persists, call the system distributor.
Problem with incoming record.
The attendant station software has received an unrecognized data message. If the 
problem persists, back the attendant out past the login screen using the Esc key and 
log back in. If the problem still persists, verify that the OMP queue set up for the 
AMS application in the AMS APM configuration database is unique among all 
other applications executing in this system.
Queue [%d] exceeded maximum outstanding of [%d].
An interprocess communication failure occurred while the application was 
attempting to send a request. Terminate all application processes and halt the APM 
system. Log into the AMS Platform Management Menu with amsadm and select 
the UNIX option. Type the command /oai/utils/rmipc at the prompt, then press 
Enter. Restart the APM system, then restart the application processes. If the 
problem persists, call the system distributor.
Received an unknown message.
This typically happens after the attendant answers a recall made directly to the 
HDA or when call processing events arrive in an unexpected order. This is rarely 
serious once a system is stable.
Received handshake from wrong OMP.
A minor protocol error occurred. If the application does not recover normally, log 
out all attendant stations and terminate. Then restart all OAI applications.
Received online for att [%d] which is out of range.
Check attendant IDs in the database for accuracy and make sure they are within the 
range shown. Process and install the database using the APM Database 
Administration menu options. 
						

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AMS Error Messages 
(Cont.)Received srv ack we weren’t expecting.
A minor protocol error occurred. If the application does not recover normally, log 
out all attendant stations and terminate. Then restart all OAI applications.
Received unexpected acknowledgment.
The application has received an unrecognized data message. Verify that no other 
application is using the same queue key. If the problem persists, terminate and 
restart the Daemon.
Received unrecognized nonoai msg
The application has received an unrecognized data message. Verify that no other 
application is using the same queue key. If the problem persists, terminate and 
restart the Daemon.
Record arrived with an unrecognized type
The attendant station software has received an unrecognized data message. If the 
problem persists, back the attendant out past the login screen using the ESC key 
and log back in. If the problem continues, verify that the OMP queue set up for the 
AMS application in the AMS APM configuration database is unique among all 
other applications executing in this system.
Resetting parked timeout number
The OMP has a problem maintaining a count of parked caller time-outs and will 
attempt to recover on its own. If the problem persists, back the attendant out past 
the login screen using the Esc key and log back in.
Server has no association
The AMS Server application cannot go on-line with the PBX through the OAI 
interface. The Directory service is not available.   Check the AMS Server 
configuration.
SMFN(inc) to unknown monitored number (%s).
The AMS OAI process attempts to correct itself. Note the number provided and 
verify its use as an incoming call queue, attendant logical number, or orbit number.
Source caller arrived with wrong type.
The attendant station received a source caller message from the Server application 
specifying the wrong equipment. Back the attendant out past the login screen using 
the Esc key and log back in.
Source caller has wrong type.
The attendant station received a source caller message from the Server application 
specifying the wrong equipment. Back the attendant out past the login screen using 
the Esc key and log back in. 
						

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Unable to handle acknowledgment.
The attendant station software has received an unrecognized acknowledgment 
from the Server application. If the problem persists, back the attendant out past the 
login screen using the Esc key and log back in.
Unknown att status [%d] in shared memory.
This message may mean a corruption of shared memory. If the problem persists, 
log everyone out and terminate the Daemon. Enter apmadm at the prompt and 
select the UNIX option from the APM Platform menu. At the UNIX prompt, enter 
ipcs-m, which shows ID of shared memory with key OXace. Type ipcrm –m #, 
where # is the ID associated with OX ace. Make sure that no incoming calls exist 
before executing this command.
Unrecognized SMFN received, cancelling (Unrecognized SMFN).
This error corrects itself. No action is necessary. It may occur after a direct transfer 
to a station as determined by the timing of the PBX notifications.
Unrecognized timer.
This error corrects itself. No action is necessary. 
						

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							NDA-30046   Revision 4.0Page A-1
Attendant Management System Operations Manual AMS Upgrade Procedures
Appendix A AMS Upgrade Procedures
Version 2.0 of the AMS contains new features and changes to the employee 
database table. In order to correctly install the employee table, you must unload, 
drop, and reload the database in the new format. The following procedures explain 
how to accomplish this task.
Before beginning the upgrade procedure, you should make a tape backup of the 
Informix database and locate your original AMS and Statistics diskettes, in case 
you need to restore the old system. You will also need to terminate the 
Ams_Daemon, as described later in this chapter.
Note:
Press Enter
 after typing each command in the following procedures. 
Upgrading Procedures
Step 1: Verifying 
Operators Are 
Logged OffUse the following steps to verify that all of the operators are logged off of the AMS. 
All operators need to be logged off of the system before you make a taped backup 
of the Informix database.
1. Type the login amsadm at the login prompt and enter u to select the AMS 
directory.
2. Type etc/vushmem | more.
3. Type / to move the cursor to the bottom of the screen.
4. Type Operat, making sure to capitalize only the “O” in this string. 
The operator IDs and status of each operator display, beginning with Operator 
0. This operator should have a status of 
0. Dotted lines separate the Operator 
IDs. 
5. Press the space bar to page through all 50 Operator IDs. If you see an operator 
name next to the 
Name = field, log off that user from the SunRiver terminal 
associated with that operator ID by pressing ESC until the AMS login screen 
displays. 
6. You can log into the AMS as the administrator and check the attendant database 
by selecting the Attendant Database option from the Database Administration 
menu.
7. To determine if the name is logged in on the operator’s secondary screen for 
database administration, press ALT+F2 on the SunRiver terminal. Press 
ALT+F1 before leaving the terminal to prevent confusion when the operator 
logs on the next time. 
						

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Step 2: Performing 
a Tape BackupPerforming a tape backup preserves a snapshot of the current AMS database 
contents and configuration as well as any other database using Informix on the 
UAP, such as AMS Statistics. You do not want to back up the database during call 
processing hours because temporary records such as calls just transferred, calls on 
hold, and attendants logged in would also be backed up. This would cause 
erroneous data if used to restore the system.
To perform a tape backup, the Ams_Daemon can stay online with the PBX, but the 
operators must be logged off. Use the following steps to backup the database:
1. Verify that all operators are logged off as described in “Step 1: Verifying 
Operators Are Logged Off” on page A-1.
2. Verify that you have a tape inserted into the tape drive.
3. Log in at the login prompt by typing informix.
4. Type tbmonitor.
5. Select Archive by typing a or pressing the space bar, and press Enter.
6. Select the Create command.
7. After verifying that the tape is inserted, press Enter.
8. When asked the level of archive, type 0 and press Enter.
9. When the status is 100 percent completed, press Enter to continue.
10. Press e twice to exit.
11. At the “$” prompt, type exit.
Step 3: 
Terminating the 
Ams_DaemonThe Ams_Daemon is the OAI application that communicates with the PBX and 
acts as a monitor for certain AMS processes. The Ams_Daemon must be 
terminated before you upgrade the AMS. It automatically terminates the 
Ams_Parkmgr and the Ams_Servers, but it does not terminate Stat_Logger (which 
is only installed if it has been purchased separately). We recommend that you 
terminate Stat_Logger when you terminate the Ams_Daemon. To terminate the 
Ams_Daemon, use the following steps:
1. If you are not already logged in on another screen, log in at the login prompt by 
typing apm. You can verify whether the APM is running on any of your twelve 
system console ttys by pressing ALT+F1, ALT+F2, . . ., ALT+F12.
2. At the APM Password prompt, type apm1.
3. Select Non-CRT Applications then Te r m i n a t e.
Your cursor moves to the area where the applications are listed.
4. Use the arrow keys to select Ams_Daemon and press Enter. 
Ams_Daemon is highlighted.
5. Press the down arrow key to select Stat_Logger (if it exists), and press Enter. 
Stat_Logger is highlighted.
6. Press ESC.