Considerations - Avaya Communication Manager Contact Center Manual

ACD contact center features

Considerations

This section contains basic information on troubleshooting, as well as important
information about administering NCR.
Troubleshooting
General troubleshooting of NCR can be accomplished by using the following techniques:
The ISDN message trace information provided by the Message Sequence Tool (MST)
Vector events displayed by the display events administration command.
To see the behavior of a particular VDN or vector, use the list trace vdn and/or
list trace vector commands to check for NCR errors.
To check for NCR errors using BSR processing, enter the ch MST switch administration
terminal command to set the BSR and vector fields to Y, and use the enable mst and
the list mist cont switch administration terminal commands to see NCR-related
MST trace data.
If logged in at the switch administration terminal (SAT) via the init login, enter go tcm
followed by the rdd:dp_mgr Bsr_applloc command to see the total attempts,
internal error, network error, successful redirection, and disconnect peg counts that are
associated with BSR call interflows where NCR was invoked. These peg counts are free
running and are only reset when the BSR Best Service Routing Application form is
accessed using the ch best SAT command for a particular BSR application number.
If NCR vector activation fails, use the display events SAT command to check for the
following NCR vector events:
310 NCR: Invoke trunk not ISDN
311 NCR: Bad NCR trunk admin
312 NCR: No NCT PSTN service
313 NCR: No NCT outgoing trk
314 NCR: NCT outgo trk drop
315 NCR: PSTN NCT invoke err
316 NCR: PSTN NCT netwrk err
317 NCR: Used NCT trk-to-trk
318 NCR: No NCD PSTN service
319 NCR: NCD invalid PSTN nmbr
320 NCR: NCD call connect err
321 NCR: PSTN NCD invoke err
322 NCR: PSTN NCD netwrk err
323 NCR: PSTN NCD max redirs
194 Communication Manager Guide to ACD Call Centers