Troubleshooting Guide Omnipcx Enterprise LX: NB of Pages: 43

TROUBLESHOOTING GUIDE No. TG0007 Ed.
01
OmniPCX Enterprise Lx Nb of pages : 43 Date : 27-03-2003
SUBJECT : Alcatel 4645 VOICE MAIL
This troubleshooting guide of OmniPCX Voice Application voice mail system describes the main points
that must be checked in case of problems with the Alcatel 4645 voice mail.
1
OmniPCX Enterprise Lx
TROUBLESHOOTING GUIDE No. 7 Alcatel 4645 VOICE MAIL
CONTENTS
1. TROUBLESHOOTING ALCATEL 4645 VOICE MAIL ........................5
2. HISTORY......................................................................................5
3. INTRODUCTION ..........................................................................5
3.1. Capacities and limits................................................................................. 5
3.2. A4645 OmniPCX Enterprise R5.0 Lx structure ........................................... 6
3.3. Eva_tool command ................................................................................... 7
3.4. Vmail command........................................................................................ 9
3.5. Post-installation phase............................................................................ 10
3.6. A4645 VPIM – OmniPCX Enterprise R5.1 Lx ............................................ 10
3.6.1. Structure .........................................................................................................10
3.6.2. Example of VPIM message structure ...............................................................12
3.6.3. Temporary disk space needed for transcoding ...............................................13
3.6.4. Non-delivery status notifications.....................................................................13
3.7. A4645 IMAP – OmniPCX Enterprise R5.1 Lx ............................................ 17
3.7.1. Structure .........................................................................................................19
3.8. Traces ..................................................................................................... 20
3.8.1. Tracking ABCA messages between A4645 and CS..........................................20
3.8.2. Eva_tool traces................................................................................................21
3.8.3. VPIM traces.....................................................................................................24
3.8.4. IMAP traces.....................................................................................................25
4. TROUBLESHOOTING: A4645 CREATION => "PROCESSING

FAILURE OBJECT (-1): INSTANCE (RESERVED): INTERNAL ERROR:
4645 RACK" ...............................................................................26
4.1. Starting the Troubleshooting procedure.................................................. 26
4.1.1. Check A4645 CPU ..........................................................................................27
4.1.2. Check hostnames / addressing management .................................................29
Ed. 01 / 27-03-2003 1 TG0007
Alcatel 4645 VOICE MAIL TROUBLESHOOTING GUIDE No. 7
5. TROUBLESHOOTING : HOSTNAME/IP ADDRESS MODIFICATIONS30

6. TROUBLESHOOTING: PORTS BLOCKING ...................................31

6.1. Starting the Troubleshooting Procedure .................................................. 31
6.1.1. Check voice ports status..................................................................................31
7. TROUBLESHOOTING: INEFFECTIVE KEY FUNCTIONS ................33

7.1.1. Check call server traces ..................................................................................33
8. TROUBLESHOOTING: VOICE MESSAGES OR GREETINGS LINKS.35

8.1.1. Check vmu partition........................................................................................35
9. TROUBLESHOOTING: VOICE QUALITY ......................................35

10. TROUBLESHOOTING : LOST / BLOCKING A4645.......................36

10.1.1. A4645 not running ......................................................................................36
10.1.2. A4645 is running.........................................................................................36
10.1.3. Last chance..................................................................................................36
11. TROUBLESHOOTING: VOICE GUIDES ........................................37

11.1.1. Check voice guide installation .....................................................................37
11.1.2. Check voice guide downloading..................................................................37
12. TROUBLESHOOTING : MESSAGES RECORDING .........................38

12.1.1. Traces to be activated on A4645 CPU for messages recording problems.....38
12.1.2. Traces to be activated on call server for messages recording problems.......39
13. TROUBLESHOOTING: AUTOMATIC ATTENDANT/UBIQUITY.......40

TG0007 2 Ed. 01 / 27-03-2003

13.1.1. Check traces on call server ..........................................................................40
13.1.2. Check mailbox configuration .......................................................................41
14. TROUBLESHOOTING: BACKUP/RESTORATION ..........................41

15. TROUBLESHOOTING: MULTI PARTITIONS MANAGEMENT .........42

16. BEFORE CALLING ALCATEL’S SUPPORT CENTER ........................42
Ed. 01 / 27-03-2003 3 TG0007

TG0007 4 Ed. 01 / 27-03-2003

1. TROUBLESHOOTING Alcatel 4645 VOICE MAIL

In order to troubleshoot a <A4645 Voice Mail> problem, a basic understanding of the
protocol/feature/concept is required. Some basic concepts are covered below.
Reading document <A4645 voice mail> from the technical documentation is also highly
recommended. This documentation can be found on Alcatel Business Partner Web Site
(http://www.businesspartner.alcatel.com/) or on CDROM 3EU 19918 EN (or FR).
Reading also <Troubleshooting VoIP audio quality> guides is also highly recommended. This
documentation can be found on Alcatel Business Partner Web Site
(http://www.businesspartner.alcatel.com/).
For any restriction on product use, please, have a look on Technical Release document. This
document is also available on Alcatel Business Partner Web Site
(http://www.businesspartner.alcatel.com/).
2. HISTORY
Edition 01 : creation of the Troubleshooting Guide.
3. INTRODUCTION
The OmniPCX Voice Application (referred to as 4645) voice mail system has been developed for
integration in telephone systems running in an IP environment. First delivery has been done with
OmniPCX Enterprise R5.0 Lx.
Alcatel 4645 voice mail relies on a Call Server (CS), or two CSs in the case of a duplicated system
(main and backup Call Servers). It is only running on CPU-CS call server or Appliance Server.
A single 4645 voice mail system can handle all system sets. These sets can be connected behind an
ACT Media Gateway or an OmniPCX Media Gateway.
A set connected behind an ACT Media Gateway will not consult voice mail on this gateway but on
the Alcatel 4645 voice mail connected to a Call Server (CS).
3.1. Capacities and limits

The number of ports and hard drive capacity are not subject to a lock and the number of mailboxes
is configured by each Call Server.
The system can record 200 hours maximum.
To allow supplementary services that require several mailboxes for each subscriber, such as Ubiquity
or Automated Attendant (AA), up to 1000 mailboxes can be created.
Ed. 01 / 27-03-2003 5 TG0007

These mailboxes can be of the following types:

− Standard voice mail box,
− Guest voice mail box,
− Automated Attendant entry (AA entry),
− Automated Attendant menu (AA menu), that specifies actions corresponding to menu options
that the caller selects by pressing a key on his set keypad,
− System distribution List (SDL), that can contain up to one hundred members (standard or guest
mailboxes).
Note
There is no personal distribution list.
For each mailbox, the following parameters can be configured into the class of service associated to
the mailbox:
− duration of message recording: between 1 minute and 5 hours,
− the maximum number of messages allowed in the box: between 5 to 50,
− the maximum duration of the greeting message: between 10 seconds and 5 minutes,
− maximum conservation delay for new and old messages.
Eight concurrent languages are offered for a system, but only one is offered free with the standard
version. The seven other languages are dependent on an ACTIS lock.
The numbering plan should comprise three to eight digits.
An "audiomaster" feature (AAS) enables the various greeting messages to be customized (company
greeting message, automated attendant menu, etc.).
The Networking Value Pack (VPIM), that will be available in a future release, is loaded and
controlled by an ACTIS lock.
The Portal Value Pack, that allows the 4645 voice mail system to connect to the outside through an
IMAP connector (4980, web, wap, guest Email) is loaded and controlled by an ACTIS lock.
The Ubiquity feature can be configured by the administrator from the 4645 voice mail system. The
possibility of having ten Ubiquity subscribers is offered; this number can be increased in steps of ten
by ACTIS locks.
3.2. A4645 OmniPCX Enterprise R5.0 Lx structure

A4645, delivered with OmniPCX Enterprise R5.0 Lx, is based on 5 main modules:
TG0007 6 Ed. 01 / 27-03-2003

VFMMAIN VMAIL
VMU
partition
SIG-H
SIG-L-IP
Cr : 18
Cpl : 1 / eVA
SIG-IP
Cr : 18
data Cpl : 0 / GD
sig
eCS INT-IP eMG IP-Phone

IP-LINK
SIG-IP : Manages IP signalization link and data links.

SIG-L-IP : Linux supervisor - manages memory allocation.
SIG-H : Signalization module – drives DSP functionalities (play, record, …).
VMAIL : Voice mail engine – mailbox administration, telephony user interface (TUI), …
VFMMAIN : Manages disk accesses for mailboxes, recorded messages, … (it does not know the data
structure, it just has to read/write data buffers for a given size).
3.3. Eva_tool command

The Eva_tool command has a different behavior depending on the telephonic application (RUNTEL)
is running or not. Some menu entries are visible or not.
The Eva_tool tool is a high level tool that should be used by an A4645 expert.
The MOV_DEBUG entry should be used under Alcatel experts control. It can be used to set traces at
different levels in order to investigate problems. Most of the generated traces are dedicated to R&D
people (they cannot be interpreted without source files).
This tool can only be executed on the A4645 server.
Ed. 01 / 27-03-2003 7 TG0007

0- End 0- return
Eva_tool 1- Delete a mailbox 1- Selection by time
(RUNTEL is 2- Modify a password 2- Selection by date of creation
running) 3- Delete messages from mailbox 3- Selection by date and time
4- Delete messages
5- Dump nodes and mailbox and
messages
6- Reset a port [0] 0- Return
7- Update led 1- Delete all messages
8- Status of lines 2- Only stored messages
9- Disable lines after hanging up
10- Force disable all lines
11- Enable all lines
0- Return
12- EXPERT MENU 1- All mailboxes
2- By type of mailbox
3- Only one mailbox
4- An interval of mailboxes
0- Return
1- MOV_DEBUG
0- End
Eva_tool 1- Dump mailboxes and nodes
(RUNTEL is not 2- Dump local mailbox
running) 3- Dump local node
4- Dump network mailbox
5- Dump all [0] : on eVA side – change port
6- Dump messages status, on eCS side – send
7- Dump rate of occupation of release line
messages on the disc [1] : only visible if RUNTEL is not
running
8- 4645 partition format [1]
9- 4645 partition check [1]
Note
MOV_DEBUG continuation menu is described in paragraph: Eva_tool traces.
TG0007 8 Ed. 01 / 27-03-2003

3.4. Vmail command

The command can be used to see the CS view of the voice mail accesses and their status. It should
be executed on call server CPU.
vmail
Number of EVA acces : 16

Voice mail number : 77123
Voice mail Ip address :192.168.65.32
Voice mail type : 6
Voice mail name : A4645_TSS
equipement init : 2078 led : 2079
stat of link OK
mr1 mr2 q23 0
neqt Free/B stat horserv nulog cristal cpl term incom
outgo
1181 F OK 0 0 18 1 0 Y Y
1182 F OK 0 1 18 1 1 Y Y
1183 F OK 0 2 18 1 2 Y Y
1184 F OK 0 3 18 1 3 Y Y
1185 F OK 0 4 18 1 4 Y Y
1186 F OK 0 5 18 1 5 Y Y
1187 F OK 0 6 18 1 6 Y Y
1188 F OK 0 7 18 1 7 Y Y
1189 - HS 0 8 18 1 8 Y Y
1190 - HS 0 9 18 1 9 Y Y
1191 - HS 0 10 18 1 10 Y Y
1192 - HS 0 11 18 1 11 Y Y
1193 - HS 0 12 18 1 12 Y Y
1194 - HS 0 13 18 1 13 Y Y
1195 - HS 0 14 18 1 14 Y Y
1196 - HS 0 15 18 1 15 Y Y
Ed. 01 / 27-03-2003 9 TG0007

3.5. Post-installation phase

When A4645 has been installed as described in the A4645 voice mail installation guide, we have to
know:
• VMU partition is formatted automatically at the first RUNTEL execution.
3.6. A4645 VPIM – OmniPCX Enterprise R5.1 Lx
3.6.1. Structure
A4645 VPIM structure is based on 4 modules:
− SENDMAIL : is in charge of transferring/receiving messages between messaging systems (Mail

Transfer Agent : MTA).
− VPIM_SEND : is in charge of sending messages. It starts sendmail to transfer messages to other
messaging systems. It runs as daemon, listening on port VPIM_port_out (waiting for a connection
from VNET).
• receives voice-mail from VNET,
• converts to VPIM-mail,
• do transcoding if necessary.
− VPIM_MDA : is in charge of receiving messages. It is called by sendmail as Message Delivery
Agent (MDA).
• does parsing of E-mail,
• checks header fields, addresses for VPIM-compliance, and mail body,
• do transcoding if necessary,
• start communication with VMAIL via VNET and send voice-mail to VNET.
− VNET : VoiceMail Net Interface. It is the generic interface for the voice mail.
• main thread waits for outgoing connection from VMAIL,
• for each outgoing TCP/IP connection to VPIM_SEND one thread is started for reading on the
socket (then stopped after connection closed),
• one permanent thread listening for incoming TCP/IP connections from VPIM_MDA.
TG0007 10 Ed. 01 / 27-03-2003

VPIM_SEND
SENDMAIL
VPIM_MDA
VNET
VFMMAIN VMAIL
VMU
partition
SIG-H
SIG-L-IP
Cr : 18
Cpl : 1 / eVA
SIG-IP
Cr : 18
data Cpl : 0 / GD
sig

IP-LINK
Ed. 01 / 27-03-2003 11 TG0007

3.6.2. Example of VPIM message structure

The following message is a full-featured message addressed to two recipients. The message includes
the sender's spoken name and a short speech segment. The message is marked as important and
private.
To: +19725551212@vm1.mycompany.com
To: +16135551234@VM1.mycompany.com
From: "Parsons, Glenn"
Date: Mon, 26 Aug 93 10:20:20 -0700 (CDT)
MIME-Version: 1.0 (Voice 2.0)
Content-type: Multipart/Voice-Message; Version=2.0;
Boundary="MessageBoundary"
Content-Transfer-Encoding: 7bit
Message-ID: 123456789@VM2.mycompany.com
Sensitivity: Private
Importance: High
--MessageBoundary
Content-type: Audio/32KADPCM
Content-Transfer-Encoding: Base64
Content-Disposition: inline; voice=Originator-Spoken-Name
Content-Language: en-US
Content-ID: part1@VM2-4321
glslfdslsertiflkTfpgkTportrpkTpfgTpoiTpdadasssdasddasdasd
(This is a sample of the base-64 Spoken Name data)
fgdhgddlkgpokpeowrit09==
--MessageBoundary
Content-type: Audio/32KADPCM
Content-Transfer-Encoding: Base64
Content-Description: Brand X Voice Message
Content-Disposition: inline; voice=Voice-Message; filename=msg1.726
Content-Duration: 25
iIiIiIjMzN3czdze3s7d7fwfHhcvESJVe/4yEhLz8/FOQjVFRERCESL/zqrq
(This is a sample of the base64 message data) zb8tFdLTQt1PXj
u7wjOyRhws+krdns7Rju0t4tLF7cE0K0MxOTOnRW/Pn30c8uHi9==
--MessageBoundary
Content-type: text/directory; charset=us-ascii; profile=vCard
Content-Transfer-Encoding: 7bit
BEGIN:VCARD
N:Parsons;Glenn;;Mr.;
EMAIL;TYPE=INTERNET:+12145551234@VM2.mycompany.com
TEL:+1-217-555-1234
SOUND;TYPE=32KADPCM;ENCODING=URI: CID:
REV:19951031T222710Z
VERSION: 3.0
END:VCARD
--MessageBoundary—
TG0007 12 Ed. 01 / 27-03-2003

3.6.3. Temporary disk space needed for transcoding
3.6.4. Non-delivery status notifications
3.6.4.1. Status Codes Classes
3.6.4.2. Status Codes Sub-Code
3.6.4.2.1. Undefined Sub-Code
Ed. 01 / 27-03-2003 13 TG0007

3.6.4.2.2. Status Sub-Codes for Addresses
3.6.4.2.3. Status Sub-Codes for Mailbox Status
TG0007 14 Ed. 01 / 27-03-2003

3.6.4.2.4. Status Sub-Codes for Mail System Status
3.6.4.2.5. Status Sub-Codes for Networking and Routing
Ed. 01 / 27-03-2003 15 TG0007

3.6.4.2.6. Status Sub-Codes for Mail Delivery Protocol
3.6.4.2.7. Status Sub-Codes for Message Media Contents
TG0007 16 Ed. 01 / 27-03-2003

3.6.4.2.8. Status Sub-Codes for Security or Policy
3.7. A4645 IMAP – OmniPCX Enterprise R5.1 Lx

VIMAP application is managed by software lock. VIMAP is started on A4645 CPU when OPS license
is opened. When VMAIL receives the corresponding license, it sends a message to VFM which
dynamically starts the VIMAP process by calling dhs3_init.
VIMAP is divided into four threads:
− The main thread waits for requests from Imapd processes and routes them.
− The second thread deals with all requests except "get message request".
− The third deals with "get message request".
− The last one (the IPC router) listens for IPC responses from VMAIL and VFMMAIN and routes
them into the corresponding thread.
Command line for starting IMAPD is the following:
Imapd –eva<A4645-cpu> [-port<A4645-port>] [-threads <Nb_threads>] [-

traces <Trace_level>]
Where:
• A4645_cpu : is the name of CPU where A4645 and VIMAP are running.
• A4645_port : is the port where VIMAP is listening (4034 is the default port).
• Nb_threads : is the number of download threads (depending of the CPU).
• Trace_level : is the level of debugging (0 for none, 6 for all).
Ed. 01 / 27-03-2003 17 TG0007

The IMAPD binary is stored in "/DHS3bin/servers".
The IMAPD process can be configured in a file named "imapd.cfg" stored in "/DHS3data/mao". This
file looks like this:
vimapcpu=eva1 eva2
vimapport=4033
nbthreads=1
tracelevel=ERROR WARNING
• vimapcpu is a list of CPU where a vimap process runs. By default, the list contains only the
value "localhost".
• vimapport is the port used for communication between the two processes.
• nbthreads is a value between 1 and 10 which defines the number of simultaneous
downloads that imapd is able to do in parallel. When there are more downloads than
nbthreads defined in this file, the downloads are executed, but it is slower because some
threads must manage several downloads. By default, this value is 1.
• tracelevel is a list of levels for tracing (ERROR, WARNING, INPUT, OUTPUT, VMS, DEBUG).
By default, there is no trace. Be careful, some traces can take a lot of space on disk.
TG0007 18 Ed. 01 / 27-03-2003

3.7.1. Structure
IMAP IMAP IMAP

Client Client …. Client
IMAP protocol
IMAPD
IMAPD CPU
VIMAP structures
VIMAP
Shared
memory
VFMMAIN VMAIL
VMU
partition
SIG-H
SIG-L-IP
Cr : 18
Cpl : 1 / eVA
SIG-IP
Cr : 18
data Cpl : 0 / GD
sig

IP-LINK
Ed. 01 / 27-03-2003 19 TG0007

3.8. Traces
3.8.1. Tracking ABCA messages between A4645 and CS

Stop existing traces:
tuner km; actdbg all=off; tuner all=off; tuner clear-traces
Define a filter on A4645 coupler:
trc C 18 c 1
Start tracing process:
mtracer | anal_abca
Note
If we have a lot of A4645 voice mail accesses => disk space consuming.
TG0007 20 Ed. 01 / 27-03-2003

3.8.2. Eva_tool traces
0 : no trace 0: end
1 1 : sig_l trace 1: TR_LE_ROUTING
2 : sig_h trace 2: TR_LE_CNX
3 : sig_l & sig_h trace 3: TR_LE_PLAY
4 : sig_l routing 4: TR_LE_RECORD
0 : end
5: TR_LE_MNT
1 : sig level of debug [2]
6: TR_LE_MEM
2 : sig_h level of debug
7: TR_LE_RES
3 : vfm level of debug
8: TR_LE_EMCHI
4 : sig_ip level of debug
9: TR_LE_DQ23
5 : sig_l_rout level of debug
10 : TR_LE_Z
6 : vmail level of debug
11 : TR_LE_NDDI
12 : TR_LE_TL
2
3
0: end
1: TR_LE_VFM_ERROR
0: end 2: TR_LE_VFM_WARNING
1: TRACE_SIG_IP_ERROR 3: TR_LE_VFM_DUMP
2: TRACE_SIG_IP_WARNING 4: TR_LE_VFM_OUTGOING_MSG
3: TRACE_DSP 5: TR_LE_VFM_INCOMING_MSG
4: TRACE_ROUT 6: TR_LE_VFM_LOCK [3]
5: TRACE_MSG 7: TR_LE_VFM_READ_MSG
6: TRACE_OBJ 8: TR_LE_VFM_WRITE_MSG
7: TRACE_MNGT 9: TR_LE_VFM_CACHE
8: TRACE_DL_LINK 10 : TR_LE_VFM_ALLOCATION_BLOCK
9: TRACE_CTX (context) 11 : TR_LE_VFM_INIT
10 : TRACE_TIMER 12 : TR_LE_VFM_SHARED_MEMORY
11 : TRACE_NETWORK
12 : TRACE_QUEUE
13 : TRACE_JITTER
14 : TRACE_INIT [2] : necessary to activate traces !
15 : TRACE_RTP [3] : no voice message listening in parallel
16 : TRACE_RTCP (message recording is possible in parallel)
17 : TRACE_MCC (Media Control Note : the bold entries are the main entries.
Channel)
18 : TRACE_VMU
19 : TRACE_CONNECT
20 : TRACE_Q23
21 : TRACE_IPSTAT
Ed. 01 / 27-03-2003 21 TG0007

2 3
Number of filter(s) (max=4) 0. end

1. d_dbg_vm_abca [4]
2. d_dbg_vm_adm [5]
3. d_dbg_vm_line [6]
0. end 4. d_dbg_vm_router
1. next filter 5. d_dbg_vm_main_actor
2. Source filter 6. d_dbg_vm_timer
3. Destination filter 7. d_dbg_vm_misc [7]
4. term_nbr filter 8. d_dbg_vm_tui
5. type filter 9. d_dbg_vm_int_msg
10. d_dbg_vm_ext_msg
11. d_dbg_vm_outcall [8]
12. d_dbg_vm_read_data [9]
13. d_dbg_vm_write_data [9]
14. d_dbg_vm_level_1 [10]
[4] : communication with eCS 19. d_dbg_vm_level_6 [10]
[5] : administration : mailbox creation, … 20. d_dbg_vm_level_7 [10]
[6] : play/record (interesting) 21. d_dbg_vm_level_8 [10]
[7] : a lot of traces ! 22. d_dbg_vm_level_9 [10]
[8] : notifications 23. d_dbg_vm_level_10 [10]
[9] : reading/writing requests on VFM 24. d_dbg_vm_stack
[10] : unused 25. d_dbg_vm_newtel
[11] : VPIM 26. d_dbg_vm_vimap
[12] : actives lines view from eVA (Vmail 27. d_dbg_vm_vnet [11]
gives the view on eCS side). A value of 3 28. d_dbg_vm_statistic
means “idle” and 8 means “connected” 29. d_dbg_vm_line_status [12]
TG0007 22 Ed. 01 / 27-03-2003

Notes
− Traces should be first activated with the menu:
(E)sicile> Eva_tool
MANAGEMENT TOOL
0 : End
1 : Delete a mailbox
2 : Modify a password
3 : Delete messages from mailbox
4 : Delete messages
5 : Dump nodes and mailboxes and messages
6 : Reset a port
7 : Update led
8 : Status of lines
9 : Disable lines after hanging up
10 : Force disable all lines
11 : Enable all lines
12 : EXPERT MENU
Your choice :12
0 : Return
1 : MOV_DEBUG
Your choice :1
0 : end
1 : sig level of debug
your choice : 1
0 : no trace
1 : sig_l trace
2 : sig_h trace
3 : sig_l & sig_h trace
4 : sig_l routing
your choice :
− Traces are generated by "mtracer" in the window where it has been started (tuner km;
mtracer –a &).
− The action of entering in a menu to set up traces resets previous traces defined in this menu.
Ed. 01 / 27-03-2003 23 TG0007

3.8.3. VPIM traces

We can activate traces on A4645 server with Eva_tool via "vmail level debug" entries (mainly : 1, 3,
27 and 4, 7, 8, 9, 10). We can also use Eva_tool to check inconsistencies between mao and vmail
databases.
The "mailq" command can be used to display the sendmail waiting queue content.
3.8.3.1. VPIM.CONF configuration file

The VPIM.CONF configuration file is stored in /etc directory. If this file does not exist or if some
entries in the file are not defined, default values are defined as described hereafter.
• DebugLevel=LOG_ERR (default)
• LOG_EMERG, LOG_ALERT, LOG_CRIT, LOG_ERR, LOG_WARNING, LOG_NOTICE,
LOG_INFO, LOG_DEBUG
• DeleteFiles=DELETE_ALL_QUEUES (default)
• DELETE_NO_QUEUES, DELETE_VPIM_SND, DELETE_VPIM_RCV, DELETE_VPIM_QUEUES,
DELETE_VNET_SND, DELETE_VNET_RCV, DELETE_VNET_QUEUES
• VPIM_port_out=4020
• VPIM_port_in=4021
• VPIM_server=localhost
• VNET_server=localhost
3.8.3.2. VNET tracing

VNET logging is done on stdout. To activate it:
• stop vnet (kill <vnet_pid>)
• start vnet (/DHS3bin/servers/vnet&)
In a future version, VNET will use Linux syslog-utility.
3.8.3.3. VPIM_MDA/VPIM_SEND tracing

VPIM_MDA and VPIM_SEND use Linux syslog-utility. All logging sent to syslogd. It uses facility
LOG_MAIL. Syslog levels are defined in /etc/vpim.conf configuration file.
Note
Take care on growing file sizes, when using level LOG_DEBUG.
TG0007 24 Ed. 01 / 27-03-2003

3.8.3.4. Logs
Syslog - /etc/syslog.conf defines where and which loggings are written. The structure of this file is :
"facility.level destination". Destination may be a file, a terminal (console), named pipe, fifo, remote
syslogd, …
By default, everything is logged to /var/log/syslog and mail-facility splitted by level to:
• /var/log/mail/info
• /var/log/mail/warnings
• /var/log/mail/errors
Logging of VPIM mails is controlled by DeleteFiles option in /etc/vpim.conf file. By default, it deletes
all files after mail has been delivered/sent. Sent (respectively received) VPIM-mails are stored in
/var/spool/vpim/snd (respectively /var/spool/vpim/rcv) directory. The last transcoded voice segments
are stored in /var/spool/vnet/snd and /var/spool/vnet/rcv directories. There is only one message at
the same time in the VNET queue. The naming of the voice segments is the following :
• cust_seg_0.raw (1st segment : spoken name)
• voic_seg_1.raw (2nd segment : voice message)
• voice_seg_2.raw or cust_seg_2.raw (attached message, …)
Note
While logging mails, take care on disk-space.
3.8.4. IMAP traces

tbc.
Ed. 01 / 27-03-2003 25 TG0007

4. TROUBLESHOOTING: A4645 CREATION => "PROCESSING

FAILURE OBJECT (-1): INSTANCE (RESERVED): INTERNAL ERROR:
4645 RACK"
4.1. Starting the Troubleshooting procedure

This kind of error occurs when we want to declare A4645 voice mail on the system.
The following screen shots describe the action with mgr tool on the call server:
Consult/Modify: Voice Mail
Node Number (reserved) : 1

Instance (reserved) : 1
Voice Mail Dir.No. : 35999

Connection Category Id : 0
% of Authorized Camp-on : 100
V24 path + /dev/ttyS0 (0)
Auto Send dir.No and code + False
Directory Name : A4645_TSS
Number Of Accesses : 0
Voice Mail Type + 4645
Voice Mail Server No. : 0
Justified + NO
Call Restriction Category : 0
Access Dialling By Q23 + NO
Then we press <Ctrl>V to validate the entries, we get the next screen:
Voice Mail CPU Name : 192.168.65.38
Then we press <Crtl>V to validate the entry, after a while we get the following error message:
Error:
Press CANCEL to remove this window
processing Failure
OBJECT -1: Instance (reserved): Internal error : 4645 Rack
TG0007 26 Ed. 01 / 27-03-2003

4.1.1. Check A4645 CPU

When the A4645 CPU is a dedicated CPU, RUNTEL is may not be running on the A4645 CPU.
The following screen shot shows the processes running when RUNTEL is not running.
(E)reunion> ps -edf
UID PID PPID C STIME TTY TIME CMD
root 1 0 2 09:16 ? 00:00:01 init
root 2 1 0 09:16 ? 00:00:00 [keventd]
root 3 1 0 09:16 ? 00:00:00 [kswapd]
root 4 1 0 09:16 ? 00:00:00 [kreclaimd]
root 5 1 0 09:16 ? 00:00:00 [bdflush]
root 6 1 0 09:16 ? 00:00:00 [kupdate]
root 180 180 0 09:16 ? 00:00:00 [kdb_hpthread]
root 196 1 0 09:16 ? 00:00:00 watchdogd
root 366 1 0 09:16 ? 00:00:00 /usr/netadm/bin/netadmind
root 391 1 0 09:16 ? 00:00:00 syslogd -m 0
root 399 1 0 09:16 ? 00:00:00 klogd -k /boot/System.map-2.4.1-
daemon 414 1 0 09:16 ? 00:00:00 /usr/sbin/atd
root 425 1 0 09:16 ? 00:00:00 crond
root 441 1 0 09:16 ? 00:00:00 xinetd -reuse -loop 100 -pidfile
root 459 1 0 09:16 ? 00:00:00 [#__svtimer_]
root 464 459 0 09:16 ? 00:00:00 [__svtimer__]
root 465 459 0 09:16 ? 00:00:00 [__svtimer__]
root 478 1 0 09:16 ttyS0 00:00:00 /sbin/agetty 9600 ttyS0 vt100
root 484 483 2 09:17 pts/0 00:00:00 login -- mtcl
mtcl 486 484 15 09:17 pts/0 00:00:00 -bash
mtcl 521 486 0 09:17 pts/0 00:00:00 ps -edf
(E)reunion>
The following screen shot shows the processes running when RUNTEL is running.
(E)reunion> ps -edf
UID PID PPID C STIME TTY TIME CMD
root 1 0 0 08:20 ? 00:00:01 init
root 2 1 0 08:20 ? 00:00:00 [keventd]
root 3 1 0 08:20 ? 00:00:00 [kswapd]
root 4 1 0 08:20 ? 00:00:00 [kreclaimd]
root 5 1 0 08:20 ? 00:00:00 [bdflush]
root 6 1 0 08:20 ? 00:00:00 [kupdate]
root 174 174 0 08:20 ? 00:00:00 [kdb_hpthread]
root 190 1 0 08:20 ? 00:00:00 watchdogd
root 359 1 0 08:20 ? 00:00:00 /usr/netadm/bin/netadmind
root 385 1 0 08:20 ? 00:00:00 syslogd -m 0
root 393 1 0 08:20 ? 00:00:00 klogd -k /boot/System.map-2.4.1-
daemon 408 1 0 08:20 ? 00:00:00 /usr/sbin/atd
root 419 1 0 08:20 ? 00:00:00 crond
root 435 1 0 08:20 ? 00:00:00 xinetd -reuse -loop 100 -pidfile
root 453 1 0 08:20 ? 00:00:00 [#__svtimer_]
root 457 453 0 08:20 ? 00:00:00 [__svtimer__]
root 458 453 0 08:20 ? 00:00:00 [__svtimer__]
root 472 1 0 08:20 ttyS0 00:00:00 login -- mtcl
mtcl 477 472 0 08:20 ttyS0 00:00:00 -bash
Ed. 01 / 27-03-2003 27 TG0007
root 522 1 0 08:21 ? 00:00:00 /DHS3bin/servers/dhs3_init -l /t

mtcl 524 522 0 08:21 ? 00:00:00 /DHS3bin/servers/remad -l -noloc
mtcl 531 522 0 08:21 ? 00:00:00 /DHS3bin/incid/mailsys -eva_only
mtcl 568 522 0 08:21 ? 00:00:00 /DHS3bin/incid/gwLinux
root 578 1 0 08:21 ? 00:00:00 [#TRACEmod]
root 579 578 0 08:21 ? 00:00:00 [TRACEmod]
root 622 1 0 08:22 ? 00:00:00 [#sig_l_ip]
root 623 622 0 08:22 ? 00:00:00 [sig_l_ip]
mtcl 624 522 0 08:22 ? 00:00:00 /DHS3bin/servers/btracer -eva_on
mtcl 625 522 0 08:22 ? 00:00:00 /DHS3bin/oneshot/mtch/mtracer
root 626 522 0 08:22 ? 00:00:03 /DHS3bin/servers/vfmmain
root 627 522 0 08:22 ? 00:00:00 /DHS3bin/servers/timed -eva_only
mtcl 636 1 0 08:22 ? 00:00:00 /DHS3bin/tel/sig_h
mtcl 648 1 0 08:22 ? 00:00:00 /DHS3bin/tel/vmail
root 652 522 0 08:22 ? 00:00:00 /DHS3bin/tel/sig_ip
root 664 435 0 08:22 ? 00:00:00 in.rlogind
mtcl 666 665 0 08:22 pts/0 00:00:00 -bash
mtcl 1049 1048 14 09:57 pts/1 00:00:00 -bash
mtcl 1118 1049 0 09:57 pts/1 00:00:00 ps -edf
(E)reunion>
In this case, uses swinst tool (for more information, see user documentation related to swinst
command) to configure it running automatically, and starts manually RUNTEL.
TG0007 28 Ed. 01 / 27-03-2003

4.1.2. Check hostnames / addressing management

In fact the problem could be linked to rcp / rsh commands not allowed from the main CS CPU to
A4645 CPU. It can occur when role addressing is managed on CS, A4645 CPU is a dedicated one
and hostnames / addresses are not managed in the A4645 CPU’s hosts table. Main, standby and
physical hostnames / addresses have to be managed in the A4645 CPU’s hosts table.
So use "netadmin –m" command to manage correctly hostnames / addresses on A4645 CPU:
(E)reunion> netadmin -m
Alcatel e-Mediate IP Network Administration

===========================================
1. 'Installation'
2. 'Show current configuration'
3. 'Local Ethernet interface'
4. 'CPU redundancy'
5. 'Role addressing'
6. 'Serial links (PPP)'
7. 'Tunnel'
8. 'Routing'
9. 'Host names and addresses'
10. 'Copy setup'
11. 'Security'
12. 'DHCP configuration'
13. 'SNMP configuration'
14. 'VLan configuration'
15. 'History of last actions'
16. 'Apply modifications'
0. 'Quit'
What is your choice ? 9
9.Host names and addresses

==========================
1. 'Host database update'
2. 'Aliases'
0. 'Previous menu'
What is your choice ?
For more details on this command, see user documentation related to netadmin command.
Ed. 01 / 27-03-2003 29 TG0007

5. TROUBLESHOOTING : HOSTNAME/IP ADDRESS MODIFICATIONS

Sometimes it occurs while the system is already installed and running, we have to change the
hostname or IP address of the CPU : main, standby and/or A4645. So, do appropriate changes in:
− "netadmin –m" : depending on changes, modify data with menus "Local Ethernet interface",
"Host names and addresses", ….
(E)reunion> netadmin -m
Alcatel e-Mediate IP Network Administration

===========================================
1. 'Installation'
2. 'Show current configuration'
3. 'Local Ethernet interface'
4. 'CPU redundancy'
5. 'Role addressing'
6. 'Serial links (PPP)'
7. 'Tunnel'
8. 'Routing'
9. 'Host names and addresses'
10. 'Copy setup'
11. 'Security'
12. 'DHCP configuration'
13. 'SNMP configuration'
14. 'VLan configuration'
15. 'History of last actions'
16. 'Apply modifications'
0. 'Quit'
What is your choice ?
− "mgr" : depending on changes, check the content of "Applications -> Voice Mail" for the attribute
"Voice Mail CPU Name" (host name or IP address).
Node Number (reserved) : 50

Voice Mail Dir.No. : 35555

Connection Category Id : 0
% of Authorized Camp-on : 100
V24 path + /dev/ttyS0 (0)
Auto Send dir.No and code + False
Directory Name : A4645_sicile
Number Of Accesses : 16
Voice Mail Type + 4645
Voice Mail Server No. : 5
Justified + NO
Call Restriction Category : 0
Voice Mail CPU Name : sicile
TG0007 30 Ed. 01 / 27-03-2003

Two cases are possible :

− A4645 is running on call server : in this case, the call server should be rebooted.
− A4645 is running on a dedicated CPU : in this case, A4645 CPU should be running and
accessible by call server while call server starts (executing "initrem")
6. TROUBLESHOOTING: PORTS BLOCKING
6.1. Starting the Troubleshooting Procedure

We can have two different possibility supposing ports blocking: calls toward voice mail not succeed,
or calls with voice mail can not be stopped.
6.1.1. Check voice ports status

For this the "vmail" command should be used.
(E)reunion> vmail
Number of 4645 acces : 16
Voice mail number : 35555
Voice mail Ip address :192.168.65.48
Voice mail type : 6
Voice mail name : A4645_sicile
equipement init : 1812 led : 1813
stat of link OK
mr1 mr2 q23 0
neqt Free/B stat horserv nulog cristal cpl term incom outgo
505 F OK 0 0 18 1 0 Y Y
506 F OK 0 1 18 1 1 Y Y
507 F OK 0 2 18 1 2 Y Y
508 F OK 0 3 18 1 3 Y Y
509 F OK 0 4 18 1 4 Y Y
510 F OK 0 5 18 1 5 Y Y
511 F OK 0 6 18 1 6 Y Y
512 F OK 0 7 18 1 7 Y Y
513 F OK 0 8 18 1 8 Y Y
514 F OK 0 9 18 1 9 Y Y
515 F OK 0 10 18 1 10 Y Y
516 F OK 0 11 18 1 11 Y Y
517 F OK 0 12 18 1 12 Y Y
518 F OK 0 13 18 1 13 Y Y
519 F OK 0 14 18 1 14 Y Y
520 F OK 0 15 18 1 15 Y Y
(E)reunion>
Ed. 01 / 27-03-2003 31 TG0007

And the "Eva_tool" command should be used to reset ports:
(E)sicile> Eva_tool
MANAGEMENT TOOL
0 : End
4 : Delete messages
6 : Reset a port
7 : Update led
8 : Status of lines
12 : EXPERT MENU
Your choice :6
Enter port's number

Port number to be provided correspond to the number "nulog" field in vmail command.
TG0007 32 Ed. 01 / 27-03-2003

7. TROUBLESHOOTING: INEFFECTIVE KEY FUNCTIONS

It can occurs key functions are ineffective. In this case, to investigate more deeply the problem, the
following traces can be defined.
7.1.1. Check call server traces

First filter traces on voice messaging coupler
trc C 18 c 1
then define trace on voice messaging
actdbg mevo=on
(E)sicile> Eva_tool
MANAGEMENT TOOL
0 : End
4 : Delete messages
6 : Reset a port
7 : Update led
8 : Status of lines
12 : EXPERT MENU
Your choice :12
0 : Return
1 : MOV_DEBUG
Your choice :1
0 : end
your choice : 6
Ed. 01 / 27-03-2003 33 TG0007

0 : return
1 : d_dbg_vm_abca
2 : d_dbg_vm_adm
3 : d_dbg_vm_line
4 : d_dbg_vm_router
5 : d_dbg_vm_main_actor
6 : d_dbg_vm_timer
7 : d_dbg_vm_misc
8 : d_dbg_vm_tui
9 : d_dbg_vm_int_msg
10 : d_dbg_vm_ext_msg
11 : d_dbg_vm_outcall
12 : d_dbg_vm_read_data
13 : d_dbg_vm_write_data
14 : d_dbg_vm_level_1
24 : d_dbg_vm_stack
25 : d_dbg_vm_newtel
26 : d_dbg_vm_vimap
27 : d_dbg_vm_vnet
28 : d_dbg_vm_statistic
29 : d_dbg_vm_line_status
your choice : 3
Before selecting traces, do not forget activating "Eva_tool" traces as described in paragraph Eva_tool
traces.
TG0007 34 Ed. 01 / 27-03-2003

8. TROUBLESHOOTING: VOICE MESSAGES OR GREETINGS LINKS

If voice messages or greetings are not played according what is expected.
8.1.1. Check vmu partition

This should be done while RUNTEL is not running with "Eva_tool" command.
(E)sicile> Eva_tool
0 : End
1 : Dump mailboxes and nodes
2 : Dump local mailbox
3 : Dump node
4 : Dump network mailbox
5 : Dump all
6 : Dump messages
7 : Dump rate of occupation of messages on the disc
8 : 4645 partition format
9 : 4645 partition check
Your choice :9
CheckMsgs
9. TROUBLESHOOTING: VOICE QUALITY

A4645 is working with G711 only. So, if G723 or G729a compression have to be used, we may
have some voice quality lost due to voice compression / uncompression steps.
Take care about switch connectivity mode : Half / Full Duplex.
Check the law of the system is according to the law of A4645 (A law versus Mu Law).
Nevertheless, we may have voice quality problems independently of A4645. If such problem occurs,
please refer to Troubleshooting guides TG002 VoIP audio quality problems.
Ed. 01 / 27-03-2003 35 TG0007

10. TROUBLESHOOTING : LOST / BLOCKING A4645

Depending if coupler is "IN SERVICE" or not, the command is different to reset A4645.
The status of coupler is given with the "config" command on the "18" coupler.
10.1.1. A4645 not running
(E)reunion> config 18
+-------------------------------------------------------------------------+
| Cr | cpl | cpl type | coupler state | coupler ID |
|----|-----|--------------|--------------------------|--------------------|
| 18 | 0 | GD | OUT OF SERVICE| BAD PCMS CODE |
| 18 | 1 | 4645 | OUT OF SERVICE| BAD PCMS CODE |
+-------------------------------------------------------------------------+
(E)reunion>
In this case, to reset A4645, the command to use is the following "dhs3_init –R SIG_IP".
10.1.2. A4645 is running
(E)reunion> config 18
+-------------------------------------------------------------------------+
| Cr | cpl | cpl type | coupler state | coupler ID |
|----|-----|--------------|--------------------------|--------------------|
| 18 | 0 | GD | IN SERVICE| BAD PCMS CODE |
| 18 | 1 | 4645 | IN SERVICE| BAD PCMS CODE |
+-------------------------------------------------------------------------+
--- Inter Crystal Topology ---
+-------------------------------------------------------------------------+
| CR | CPL Type Role Free/Tot Role Type CPL | CR |
|-------------------------------------------------------------------------|
| 18 | 00 - GD (MAIN ) --- 24/24 --- ( INT_A) INTIPA - 01 | 19 |
|-------------------------------------------------------------------------|
(E)reunion>
In this case, to reset A4645, the command to use is one of the following depending on the module
we want to reset : "rstcpl 18 0" (for IP Signaling problem) or "rstcpl 18 1" (for the rest) [see paragraph
: A4645 OmniPCX Enterprise R5.0 Lx structure to understand structure of voice mail structure].
10.1.3. Last chance

Shutdown of the system !...
TG0007 36 Ed. 01 / 27-03-2003

11. TROUBLESHOOTING: VOICE GUIDES

After A4645 installation, only one language is installed, it is the default language : Generic Alcatel
English. If other languages have to be used, there have to be installed from the A4645 voice guides
CD-ROM (see associated documentation in OmniPCX Enterprise R5.0 Lx User documentation for
installation procedure). If, problems are encountered with voice guides the following things can be
checked.
11.1.1. Check voice guide installation

When installed on a system, A4645 voice guides files can be found on A4645 CPU disk, in the
"/DHS3ext/vgeva" directory.
If a language is missing or is in the other law, an incident is emitted :
10/02/03 20:19:38 003001M|--/--/-/---|=2:5410=4645 Download of
/DHS3ext/vgeva/evavg.FR0 (A) language file failed
Where /DHS3ext/vgeva/evavg.FR0 is the file requested (full path) and (A) means the law into which
the file is requested.
There is one file per language : evavg.XXX, where XXX defines language : for instance, FR0, EN0,
GEA, DE0, … So you can check voice guides files associated to languages you are using is in the
corresponding directory. Be sure that the installed file is in the same law than the voice mail re-instal
this file in the correct law if it is not.
11.1.2. Check voice guide downloading

When A4645 is starting according to configuration, voice guides files are "downloaded" on a4645
media gateway. If one of the configured languages is not present, we have on the call server an
associated incident : "5410 : 4645 The download of the P1 language file failed".
"P1 : Language file name, plus the rank of the language."
Please check, the file is existing. If not, install corresponding file from the A4645 voice guides CD-
ROM.
When files updates have been done, a reset of the A4645 has to be done in order to force voice
guides downloading by executing the following command : "rstcpl 18 1".
Ed. 01 / 27-03-2003 37 TG0007

12. TROUBLESHOOTING : MESSAGES RECORDING

When we have messages recording problems : either for voice mail recording or conversation
recording, we may have to be conducted for problem investigation to set up traces. Traces should be
done at two levels: A4645 side and call server side.
12.1.1. Traces to be activated on A4645 CPU for messages recording problems

Before selecting traces, do not forget activating "Eva_tool" and "mtracer" traces as described in
paragraph : Eva_tool traces (1 (sig level of debug) then 2 (sig_h trace)).
Note: all the traces cannot be activated at the same test because to much traces will make reading
difficult, so trace activation has to be done in 4 different steps:
(E)sicile> Eva_tool
MANAGEMENT TOOL
0 : End
4 : Delete messages
6 : Reset a port
7 : Update led
8 : Status of lines
12 : EXPERT MENU
Your choice :12
0 : Return
1 : MOV_DEBUG
Your choice :1
0 : end
your choice :
TG0007 38 Ed. 01 / 27-03-2003

4 (sig_ip level of debug) then 1 (TRACE_SIG_IP_ERROR), 2

(TRACE_SIG_IP_WARNING) , 19 (TRACE_CONNECT) and 0 (return)
do the test and keep the traces, then change traces activation as follow :
4 (sig_ip level of debug) then 1(TRACE_SIG_IP_ERROR), 2
(TRACE_SIG_IP_WARNING) and 15 (TRACE_RTP) and 0 (return)
(TRACE_SIG_IP_WARNING) and 16 (TRACE_RTCP) and 0 (return)
(TRACE_SIG_IP_WARNING) and 3 (TRACE_DSP) and 0 (return)
do the test and keep the traces, then remove traces activation as follow :
1 (sig level of debug) then 0 (no trace)
12.1.2. Traces to be activated on call server for messages recording problems

tuner all=off
tuner +at
actdbg all=off cnx=on ipp=on
tuner cpu cpl
trc init ; trc type 0xfe; trc type 0xfa ; trc type 0xff
Ed. 01 / 27-03-2003 39 TG0007

13. TROUBLESHOOTING: AUTOMATIC ATTENDANT/UBIQUITY

When we have Automatic Attendant or Ubiquity problems , the following checks can be done.
13.1.1. Check traces on call server
(E)reunion> abca_debug
start ABC_A DEBUG
ABCA protocole identification 1.13

0 : end
1 : level of debug
2 : stop abca
3 : liste of route
4 : liste of session
5 : liste of call_id
6 : liste of eqt
7 : tools for buffer
8 : state of task
9 : liste of tickets
10 : liste of timouts
1
0 : fin
1 : TR_LE_INIT
2 : TR_LE_BUFFER
3 : TR_LE_SHEDUL
4 : TR_LE_RCVE_MESSAGE
5 : TR_LE_ROUTE
6 : TR_LE_SESSION
7 : TR_LE_EQT
8 : TR_LE_SEND_MESSAGE
9 : TR_LE_SBC
10 : TR_LE_SYMPAC
11 : TR_LE_PHONEBOOK
12 : TR_LE_BLF
13 : TR_LE_FMS
14 : TR_LE_VMS
15 : TR_LE_TIME
16 : TR_LE_ABCA
17 : TR_LE_TICKET
18 : TR_LE_MAO
votre choix :
The following options should be selected:

4 (TR_LE_RCVE_MESSAGE),
8 (TR_LE_SEND_MESSAGE),
14 (TR_LE_VMS),
16 (TR_LE_ABCA).
TG0007 40 Ed. 01 / 27-03-2003
13.1.2. Check mailbox configuration

The mailbox configuration can be checked with the "Eva_tool"
(E)sicile> Eva_tool
MANAGEMENT TOOL
0 : End
4 : Delete messages
6 : Reset a port
7 : Update led
8 : Status of lines
12 : EXPERT MENU
Your choice :5
0 : End
1 : Dump mailboxes and nodes
2 : Dump local mailbox
3 : Dump node
4 : Dump network mailbox
5 : Dump all
6 : Dump messages
7 : Dump rate of occupation of messages on the disc
Your choice :2
Enter mailbox's number
14. TROUBLESHOOTING: BACKUP/RESTORATION

Backup / restoration A4645 data are done with the "swinst" tool. It can be started either on call
server or on A4645 CPU (in case of a dedicated CPU). When we restore A4645 data, the "swinst"
tool checks telephone is not running on the current CPU. So, for a A4645 dedicated CPU, it is better
to start it on the A4645 CPU, so telephone can still continue running on call server.
After doing data restoration on a system, it could be interesting to "synchronize" data between mao
and A4645. This can be done with the "auditmevo" tool. In case of A4645 not running on call server,
"auditmevo" should be executed on call server CPU and RUNTEL should have been started on
A4645 CPU.
Ed. 01 / 27-03-2003 41 TG0007

If backup / restore failed they can be restarted after creation of a file into /DHS3dyn/tmp:
− /DSH3dyn/tmp/eva_back.log for backup
− /DSH3dyn/tmp/eva_rest.log for restore
Be careful with those file because they grows very quickly.
If you need to stop traces for backup / restore just delete the corresponding file before doing a
backup / restore.
These traces are for R&D purpose only.
It occurred, we had problem with "swinst" command while restoring A4645 data. We could have the
following error : "ERROR : EMPTY OR ILLEGAL FILE" (could be linked to corrupted file header). In this
case, the idea is to try restoration without using "swinst". This can be done, with the "restorevm"
command as follows: restorevm –v –s 1024 –f eva-msg
"-s 1024" : to bypass file header reading
"-f eva-msg" : to provide filename to be restored (can also work for "eva" file)
15. TROUBLESHOOTING: MULTI PARTITIONS MANAGEMENT

The VMU partition is a common partition between active and unactive partitions of a system. So,
depending on installed version on active / unactive partitions, we may have problems. Since
e1.604.4, the VMU partition has not been changed. If problems occur with voice messaging system,
and multi-partition has been used, check VMU partition structure compatibility with your technical
support.
16. BEFORE CALLING ALCATEL’S SUPPORT CENTER

Before calling Alcatel’s Business Partner Support Center (ABPSC), make sure that you have read
through :
• the Release Notes which lists features available, restrictions, etc.,
• this chapter and completed the actions suggested for your system’s problem.
Additionally, do the following and document the results so that the Alcatel Technical Support can
better assist you:
• Have any information that you gathered while troubleshooting the issue to this point
available to provide to the TAC engineer (such as traces).
• Have a network diagram describing CPUs configuration.
• Have CPU-IDs for the running system (spadmin -> menu 5 : "Read the system CPUID").
• Have phone set having the problem : extensions, types, localization on the system.
Note
Dial-in or Telnet access is also desirable to help with effective problem resolution.
TG0007 42 Ed. 01 / 27-03-2003

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TROUBLESHOOTING GUIDE No. TG0007 Ed.

OmniPCX Enterprise Lx Nb of pages : 43 Date : 27-03-2003

SUBJECT : Alcatel 4645 VOICE MAIL

1. TROUBLESHOOTING ALCATEL 4645 VOICE MAIL ........................5

4. TROUBLESHOOTING: A4645 CREATION => "PROCESSING

5. TROUBLESHOOTING : HOSTNAME/IP ADDRESS MODIFICATIONS30

6. TROUBLESHOOTING: PORTS BLOCKING ...................................31

7. TROUBLESHOOTING: INEFFECTIVE KEY FUNCTIONS ................33

8. TROUBLESHOOTING: VOICE MESSAGES OR GREETINGS LINKS.35

9. TROUBLESHOOTING: VOICE QUALITY ......................................35

10. TROUBLESHOOTING : LOST / BLOCKING A4645.......................36

11. TROUBLESHOOTING: VOICE GUIDES ........................................37

12. TROUBLESHOOTING : MESSAGES RECORDING .........................38

13. TROUBLESHOOTING: AUTOMATIC ATTENDANT/UBIQUITY.......40

13.1. Starting the Troubleshooting Procedure .................................................. 40

14. TROUBLESHOOTING: BACKUP/RESTORATION ..........................41

15. TROUBLESHOOTING: MULTI PARTITIONS MANAGEMENT .........42

16. BEFORE CALLING ALCATEL’S SUPPORT CENTER ........................42

Ed. 01 / 27-03-2003 3 TG0007

TG0007 4 Ed. 01 / 27-03-2003

1. TROUBLESHOOTING Alcatel 4645 VOICE MAIL

3.1. Capacities and limits

Ed. 01 / 27-03-2003 5 TG0007

These mailboxes can be of the following types:

3.2. A4645 OmniPCX Enterprise R5.0 Lx structure

TG0007 6 Ed. 01 / 27-03-2003

eCS INT-IP eMG IP-Phone

SIG-IP : Manages IP signalization link and data links.

3.3. Eva_tool command

Ed. 01 / 27-03-2003 7 TG0007

TG0007 8 Ed. 01 / 27-03-2003

3.4. Vmail command

Number of EVA acces : 16

Ed. 01 / 27-03-2003 9 TG0007

3.5. Post-installation phase

3.6. A4645 VPIM – OmniPCX Enterprise R5.1 Lx

− SENDMAIL : is in charge of transferring/receiving messages between messaging systems (Mail

TG0007 10 Ed. 01 / 27-03-2003

eCS INT-IP eMG IP-Phone

Ed. 01 / 27-03-2003 11 TG0007

3.6.2. Example of VPIM message structure

TG0007 12 Ed. 01 / 27-03-2003

3.6.3. Temporary disk space needed for transcoding

3.6.4. Non-delivery status notifications

3.6.4.1. Status Codes Classes

3.6.4.2. Status Codes Sub-Code

3.6.4.2.1. Undefined Sub-Code

Ed. 01 / 27-03-2003 13 TG0007

3.6.4.2.2. Status Sub-Codes for Addresses

3.6.4.2.3. Status Sub-Codes for Mailbox Status

TG0007 14 Ed. 01 / 27-03-2003

3.6.4.2.4. Status Sub-Codes for Mail System Status

3.6.4.2.5. Status Sub-Codes for Networking and Routing

Ed. 01 / 27-03-2003 15 TG0007

3.6.4.2.6. Status Sub-Codes for Mail Delivery Protocol

3.6.4.2.7. Status Sub-Codes for Message Media Contents

TG0007 16 Ed. 01 / 27-03-2003

3.6.4.2.8. Status Sub-Codes for Security or Policy

3.7. A4645 IMAP – OmniPCX Enterprise R5.1 Lx