Genesys CSTA Troubleshooting Guide PDF

Omnitouch / Genesys Troubleshooting Guide
document, use and communication of its contents not.

permitted without written authorization from Alcatel.
All rights reserved. Passing on and copying of this
Abstract : Genesys on Omnitouch troubleshooting Guideline for CSTA

.
This document is a guideline for trouble shooting on CSTA
ED 04 Genesys on Omnitouch trouble shooting guide for CSTA

TPE 19/03/07 TG0030 1/34
Summary
1. This document ....................................................................................................................4

1.1. Purpose of this document ...............................................................................................4
.
1.2. Public..............................................................................................................................4
2. CSTA Licenses ...................................................................................................................6
2.1. OPS PBX licenses ..........................................................................................................6
4400 OPS locks checking ........................................................................................................6
Server activity ..........................................................................................................................6
License for OmniGenesys........................................................................................................8
2.2. Get possible monitored objects ....................................................................................12
3. Analyse method ................................................................................................................13
3.1. Method..........................................................................................................................13
3.2. Reproduce it..................................................................................................................13
3.3. Collect piece of informations .......................................................................................13
Report the version ..................................................................................................................13
Collect the PBX incidents......................................................................................................13
Verify the basics ....................................................................................................................13
What is the scenario which creates that malfunctioning........................................................13
What are the objects involved in the scenario .......................................................................14
What are the call types...........................................................................................................14
What are the action performed by the object .........................................................................14
What are the CSTA used option ............................................................................................14
What are the system used option ...........................................................................................15
What is the status of CSTA buffers .......................................................................................15
Can i reproduce the scenario..................................................................................................16
Other informations about the issue ........................................................................................16
3.4. Miscellaneous ...............................................................................................................16
Use pilot tool..........................................................................................................................16
Traces on monoserver ............................................................................................................17
Reset a blocked Z...................................................................................................................19
4. 4400 R&D traces ..............................................................................................................20
4.1. PBX Configuration.......................................................................................................20
4.2. mtracer options .............................................................................................................20
SIP / RSI traces ......................................................................................................................20
Set in incorrect status .............................................................................................................21
CSTA service traces...............................................................................................................21
To get RSI traces in pbx ........................................................................................................22
To get an equipment traces ....................................................................................................22
To get the traces of a set at this time: exp a blocked Z..........................................................22
To get the traces within RSI and ABC ..................................................................................23
To get the traces for SIP ........................................................................................................23
To get the traces of a set with VAD function ........................................................................23
To get traces for vps line........................................................................................................24
To get the traces of a set with VAD function ........................................................................24

TPE 19/03/07 TG0030 2/34
IVR connection ......................................................................................................................25
4.3. Pbx Traces ....................................................................................................................25
5. IP Network........................................................................................................................26
5.1. CPU5 ............................................................................................................................26

5.2. CPU6/7 .........................................................................................................................26
5.3. Appliance server ...........................................................................................................26
5.4. Lost of IP connection....................................................................................................26
5.5. Incidents to monitor......................................................................................................27
6. ABC Network...................................................................................................................29
7. Decodage trames ..............................................................................................................30
.
8. 4400 Utilities ....................................................................................................................32

8.1. R6.0 ..............................................................................................................................32
8.2. Timers...........................................................................................................................32
8.3. Tones ............................................................................................................................32
Annex 1 – VAD Supported Country and Protocoles....................................................................33

TPE 19/03/07 TG0030 3/34
1. This document
1.1. Purpose of this document

.
This document is a guideline for trouble shooting CSTA for Genesys on Omnitouch.
This document is according to the different environment:

CSTA licenses
Scenario description and environment
CSTA traces
1.2. Public
The attended public are engeneers certified for :

CSTA on OmniTouch
Genesys FrameWork
See the university site : http://www.alcatel.com
The CSTA programming guide line is a mandatory document, which permits to determine if
the scenario or the behaviour is valid.

TPE 19/03/07 TG0030 4/34
Document history
Ed01: first edition

Ed02 : Update for CSTA link Isolation and trouble shoot
Ed03 : Update for configuration retrieved and hybrid trace and csta request on CSTA
functionnal demi_com
Ed04 : update for mtracer –d option, traces vps, trace on SIP
.

TPE 19/03/07 TG0030 5/34
2. CSTA Licenses
2.1. OPS PBX licenses

.
100-CSTAProfile : p1: 2
1 : business set monitorable
2 : CCD/RSI agent monitorable
101-CSTAMonitorRequests : p1: 30
Number of monitor request possible in the system
113-CSTAPiloteCCDMonito : p1: 1
Pilot monitorable in a CCD context
158-CSTAByPass : p1: 0
Not use in genesys context
159-CSTAForfaitMonitoring : p1: 0
Never used
169 -VAD =0
VAD used in conjonction with virtual Z for Outbound
190-RSINumberAgents : p1: 15
Capability to use RSI if different from 0 and the number of agent RSI
possible
196-RSIBusiness : p1: 0
information about the type of agent, business is genesys model agent not
RSI
4400 OPS locks checking
The 4400 command to get the OPS locks:
(1)a4400> spadmin
Display current counters ........................... 1

Display active file ................................ 2
Check active file coherency.......................... 3
Install a new file ................................. 4
Write a new file ................................... 5
Read the hard key .................................. 6
Display active and new file ........................ 7
Display OPS limits ................................. 8
Exit ............................................... 0
choice :
Server activity
Check the date time of the cstamono process

TPE 19/03/07 TG0030 6/34
4400> ps –edf | grep cstamono
4400>cd /tmpd
4400>ll cst*
-rw-rw-r-- 1 mtcl tel 1997 Apr 17 2003 cst_030408.log

==> cst_creation_date.log : date year_month_day
(6)pbx_acr2> more cst_040315.log

15/03 00:46:22 | XrefID Table Size: 9001, Node Number : 6
.
15/03 00:46:23 | Session 5 associated, IP=192.168.6.153, NAME=192.168.6.153, Typ

e=CCATServer-Ecma II
=> the client 5 is a CCA TSA on PC : 192.168.6.153
e=Generic-Ecma II
=> the client 6 is a tserver genesys
15/03 00:46:55 | Session 7 associated, IP=192.168.6.152, NAME=pbx_acr2, Type=AFE
-Afe II
=> the client 7 is the CCD AFE
15/03 02:24:23 | SwitchSystemStatus::onTimeout() : client 5
15/03 02:24:24 | Session CSTA 5 is shutdown
15/03 02:24:46 | SwitchSystemStatus::onTimeout() : client 6
15/03 02:24:46 | Session CSTA 6 is shutdown
e=Generic-Ecma II
e=CCATServer-Ecma II
The command to get the global counter about CSTA :
(1)a4400>tool cstainfo
(6)pbx_acr2> tool cstainfo
CSTA LOCKS
CSTA profile = 2
2 Call center/ 1 business
IVR access = 3 (9999 max)
N umber of Z created on PCM2 (CCIVR/GVP)
CCD agents = 1 (1000 max)
RSI agents = 0 (9999 max)
CCD pilot can be monitored = true
Feature SOSM = false
Feature Emirats Arabes Unis = false
Feature NICE - DR Link = Nice
NICE recording time slot = 0 (600 max)
NICE recording net time slot = 0 (9999 max)
4980 standard = 0 (9999 max)
4980 pro = 0
4980 groupware = 0
4980 multidevice = 0
4980 dispatcher = 0 (1 max)
4980 nomadic logged = 9999
TAPI premium server = 0
CCW = 0 (9999 max)
CCE = 0 (9999 max)
CCO max = 9999
VAD = 1
Virtual Z with VAD function for outbound suite

TPE 19/03/07 TG0030 7/34
CCA max = 9999
CCA nomadic = 9999
CSTA MONITORING REQUESTS ==> at this time

CSTA = 0 (9999 max) does not include the pilot and the RSI
CSTA bypass = 113 (9999 max)
TSAPI = 0 (9999 max)
NICE = 0 (1000 max)
CCD Pilot = 0 (800 max)
CCD Pilot bypass = 3
GPBX = 0
GPBX bypass = 1
.
RSI = 0
RSI bypass = 3
AFE = 14
SOSM = 0
A4980 = 0
IVR = 0
TAPI = 0
TOTAL = 134
License for OmniGenesys
mgr/system/license ==> specify the flexlm server and port

mgr/system/license/license carac ==> RSI : 130
SERVER MCCSMGR01 001422B02044 27000

#The hostId used for the host : 'MCCSMGR01' is done for a WINDOWS platform
SERVER MCCSTS02 001422B01936 27000
#The hostId used for the host : 'MCCSTS02' is done for a WINDOWS platform
SERVER MCCSTS01 001422B05E18 27000
#The hostId used for the host : 'MCCSTS01' is done for a WINDOWS platform
VENDOR ALCFIRM
FEATURE RSI ALCFIRM 1.0 permanent 130 SIGN="01B3 CD34 DD5E 04C3 508C \
C6C6 9442 ECF8 998A 77E8 B703 CAA7 7ED5 85DD E73D FBDE 6C7E \
371E E442 90B8 B072"

TPE 19/03/07 TG0030 8/34
.
ED
04
TPE
http://a4400_IP_@:2555
Current monitored object by client
19/03/07
TG0030
Genesys on Omnitouch trouble shooting guide for CSTA
9/34
Here the (*) means : use the bypass csta license

The monitoring are about all object, this is not the number of license used

TPE 19/03/07 TG0030 10/34
The 6501 is monitored by the 3 CSTA clients, the cross ref id for each client is given.

TPE 19/03/07 TG0030 11/34
These stats are from the latest start of the cstamono and the counters reset after 65535.
2.2. Get possible monitored objects

Not all the object are CSTA :
Example
Trunk
Voice mail
Attendant
Some type of set
To get the list of the object :
All pilots
A4400>tabpil
All agents and supervisor
A4400>tabag
All RSI
A4400>ccdn | grep local
All IVR
A4400> mgr/users
Filter on Z IVR == True
All Virtual Z
A4400> mgr/users
Filter on Ghost Z == True
All ProACD
A4400> mgr/users
Filter on ACD station == ACD authorised phone set

TPE 19/03/07 TG0030 12/34
3. Analyse method
3.1. Method
Here is a global method to provide information and begin the analyze about a malfunctioning.
.
3.2. Reproduce it
Try to reproduce it by the phone set when it is possible
Example :
The alternate does not work from the softphone
Does it work from the set ==> no , then check if the alternate suffix is created, and if the category
of the user authorizes it
3.3. Collect piece of informations
Report the version

At the PBX login the exact version is provided:
Login: mtcl
Password : mtcl
The version of the Genesys Tserver are display in the log file at the start of the
server. The -V option permits to get it : a4400_server –V
Collect the PBX incidents

(1)a4400> incvisu
(1)a4400> excvisu
(1)a4400> ll /tmpd/cst* and get the csta log file generated
Verify the basics

Is there any network issue and is my CSTA link isolated from the broadcast (even a VPN
is created)
No broadcast incident or Ethernet desactivation
What is the scenario which creates that malfunctioning

Example :
External incoming call on RSI 8000
Call is routed to agent 2000
The call is transferred to ....
The connid is ....

TPE 19/03/07 TG0030 13/34
What are the objects involved in the scenario
Example :
RSI
Pilot
agent
business set
multiline set
Virtual Z
Virtual Z with VAD function
MEA agent
.
MLA set
Voice mail 4635
Automatic attendant
Attendant
Entity
IVR on analog port
IVR on PCM2
Un monitored set
Trunk with/without DTMF transparency
What are the call types

Example :
Local/internal call
ABC call
Hybrid call
Incoming/outgoing call
Consultation call
Diverted call
Overflown call
Campon call
What are the action performed by the object

Example :
Answer by the set or by CSTA
Transfer
Alternate
Divert
Overflow
What are the CSTA used option

4400> mgr/application/csta
Secret Identity + NO
Set Callback On Calling Device + NO
Automatic Reconnection + YES
Tone Detection For Make-Call + NO
Busy Tone + YES
Commutation On Called Answer + NO
VAD on ISDN connection + NO
Recording Centralizing Node + NO

TPE 19/03/07 TG0030 14/34
Associate Recording Node : -1
What are the system used option

4400>mgr/ Specific Telephone Services
Enquir.call mod.on multilines + False
4400>mgr/system/others parameters/External Signalling Parameters
Redirecting number used
Listen to guide on DISCONNECT
Last Redirection Number Override
.
Answering machine detection by VAD

Transfer answ. machine detected
4400>mgr/system/others parameters/Local Facilities Parameters
Calls Not Answered Storage Mode
Hang Up Ring On Private Hold
Call_announcement_mode_3G
US Conference mode
4400>mgr/system/others parameters/System Parameters
Initial called number used
4400>mgr/system/others parameters/ Spec. Customer Features Parameters
ProACD forwarded to agent at logon
4400>mgr/system/others parameters/ MLA Parameters
What is the status of CSTA buffers
3.3.1.1.Check the buffers
4400>tool cstainfo
CSTA FREE BUFFERS ==> number of free buffer
MONITORING buffers = 750 (750 max)
PILOTE buffers = 800 (800 max)
ROUTING buffers = 200 (200 max)
REFERENCE buffers = 1000 (1000 max)
ASSOCIATE buffers = 1000 (1000 max)
SERVICE buffers = 300 (300 max)
Call Reference : This buffer is used to store data corresponding to a call (called number, calling number,
call identifier, global call identifier, ...).
Associate : This buffer is used to store correlator data.
Monitoring : This buffer is associated to a monitored phone set when it becomes active.
Pilote : This buffer is associated to trunk when the call is a distributed CCD call.
Old Routing : This buffer is used by routing services (not RSI).
Routing : This buffer is associated to trunk when the call is a RSI call.
Service : This buffer is used to temporarily store internal data.
TransConf : Tempory buffer used on multiline in conference and an other call is transfered on it.
Trunk : NOT USED.
Lis : Specific to countries AE and RU.

TPE 19/03/07 TG0030 15/34
Query : Used to make multiple query request on a ACR pilot
If one of them reach 0 during an unloaded period, check the backtrace
4400>excvisu
According to the equipment number get the type of the faulty device.
According to the device try to find the scenario which leads to the crash
.
Can i reproduce the scenario

Specify if the scenario is reproductible on site and in lab.
Other informations about the issue
Is there any overflow managed in PBX for no answer, busy, thru the group, what are the
entities used by the sets, agents, hunting group, RSI ....
Create log for Tserver with the Tserver option in tserver subsection trace=on or log-
trace-flags :+devlink
That permits to have the CSTA ASN1 traces.
Determine the shift time between the PBX and the servers
If there is an issue in the status of agent reported by CCPulse

select the stat server log with the option in the statserver subsection.
Debug_Level= Init,Client,Server,Action,Status
In addition the Tserver log must cover a long period, don't hesitate to have
1Gbytes of log
Export the genesys SQL configuration with the wizard
3.4. Miscellaneous
Use pilot tool
Launch pilot tool :

A4400>pilot2a –h localhost
Monitor a set
Pilot>X1 is monitor start 6500
Permit to get all the event on the set (RSI will not provide anything)
Divert a call
Pilot>C1 is delivered on 6500
Pilot>divert_call C1 6501
Transfer a call
Pilot> C1 is delivered on 6500
Pilot> answer_call C1
Pilot> C2 is consultation_call C1 6501
Pilot> transfer_call C1 C2

TPE 19/03/07 TG0030 16/34
Wait for an event
Wait C1 is delivered on 6500 for 30
Wait 5
Traces on monoserver
(6)pbx_acr2> telnet localhost 2555

Trying 192.168.6.152...
Connected to pbx_acr2.
.
Escape character is '^]'.

D
Csta Debug Interface 01/24/02.
trc -dvxsrf
ls -rlmfh [client number]
log -c <client number> <trace type> [<trace type> ...] | log -m max_size_in_Mo
ms ==> internal information
quit
dbg> trc -?
trc -dfvxsr
trace flags :
-f traces redirection in file /tmpd/cstamono.553 off
-r reset traces
-d general traces off
-x hexdump messages off
-v verbose off
-s system traces off
dbg> ls -?
ls -rlmafh [client number]
list infos :
-r routing infos
-m monitoring infos
-l rose infos
-a accounting infos
-f [filter number]
-h hash table infos
dbg> log -?
log -c [client number] type1 [[type2] ...] | log -m max_size_in_Mo
Log traces in file:
-m specify the server size log
-c specific client traces
trace type :
0 :reset trace
1 :hexa dump
2 :events and services counters
3.4.1.1.Example
dbg> ls -l
5 : [192.168.6.153] CSTA (CCATServer, Ecma II, TSERVERCCA, Null, SessionAssociated)
Number Rose Invoke : Host 0
Number Rose Invoke : Switch 0
6 : [192.168.6.153] CSTA (Generic, Ecma II, Null, Null, SessionAssociated)
7 : [pbx_acr2] CSTA (AFE, Afe II, AFE, CSTA V2, SessionAssociated)

TPE 19/03/07 TG0030 17/34
8 : [pbx_acr2] CSTA Debug
3.4.1.2.Example collect digits
Trace : dbg> log -c [client number] 1

.
Decoding with pilot2a V3 (F1.XXX)
pilot2a -p –B <file name>
--Invoke: SER_ROUTE_REQUEST (rose-id=8880 host=0)

--| cstaSearCrid=16849926=0x1011c06
--| cstaSearRoid=8880=0x22b0
--| Connection 1 : (call=12943,neqt=284,type=TYPE_PROVIDED:4)
--| (PRIVATE) Current Route : "1091"
--| (PUBLIC) Calling Device : "01595695202"
--| (PRIVATE) Routing Device : "1091"
--| Generic Private Data :
--| GlobalCallId : 0x428494cd-0x1328f
--| National Indication = Not known
InComming:
--Service : SER_ESCAPE_SERVICE (rose-id=13116 host=0)

--| cstaSearCrid=0=0x0
--| cstaSearRoid=13116=0x333c
--| Connection 1 : (call=0,neqt=0,type=TYPE_NOT_PROVIDED)
--| (L)Device 1 : ABSENT
--| cstaSearFilt=0x00000000 0x00000000
--| Feature : ident=0 invoke=0 val1=0 val2=0
--| Escape service : StartDataCollectionResult
--| Data Collection crid : 16849926 (0x1011c06)
--Invoke: SER_ESCAPE_SERVICE (rose-id=8916 host=0)

--| cstaSearCrid=0=0x0
--| cstaSearRoid=8916=0x22d4
--| cstaSearFilt=0x00000000 0x00000000
--| Escape Service DataCollected
--| Data Collection crid : 16849926 (0x1011c06)
--| Collected digits : 1
Outgoing:

TPE 19/03/07 TG0030 18/34
--Invoke: SER_ROUTE_END_REQUEST (rose-id=8933 host=0)
--| cstaSearCrid=16849926=0x1011c06
--| cstaSearRoid=8933=0x22e5

--| cstaSearFilt=0x00000000 0x00000000
--| Error value : ERI_UNSPECIFIED
.
--| Value=0
Outgoing:
Reset a blocked Z
To reset a call on a virtual Z
4400> eqstat d xxxx

4400> xmon eqt 2 1

TPE 19/03/07 TG0030 19/34
4. 4400 R&D traces
4.1. PBX Configuration

.
4400 > config all

4400 > trkvisu all
4400 > listerm all
4400 > ednump
dir
mean
go
4.2. mtracer options

To get long term view use mtracer as follow :
a4400>mtracer –a –1 /usr4/tmp/myfile –s 10000000 –f 20 -d
Don’t forget to :
STOP mtracer : tuner km
RESET the traces :
Actdbg all=off
Tuner all=off
Tuner –cpu -cpl
Tuner cpl-cpu=off
Tuner cpu-cpl=off
The command mtracer generates in /usr4/tmp the 99 files myfile sized 10Mbytes rotating.
You can zip the file by
gzip file_name
tar –cvf file_name.Z
SIP / RSI traces
tuner cpu cpl at,<eqts fictives hybrid trunk>

actdbg isdn=on rtp=on ccdn=on ei=on
tuner hybrid=on
mtracer -a –1 /usr4/tmp/myfile –s 10000000 –f 20 -d
cd /usr2/servers
motortrace 2
traced –1 /usr4/tmp/mymotorfile –s 10000000 –f 20 –d
PS : the eqts to trace are the fictive equipements of coupler 19 hereby the access method
- command "hybvisu all" locate the HYBRID LOC
List of hybrid links of node 5

Hybrid link 2001 (HYBRID LOC) to node 5 (PERMANENT)
---------------------------------------------------
List of accesses

TPE 19/03/07 TG0030 20/34
+----+---------------------------------+-------------------------+-----+
| | Main signalling support | Stby signalling support | Nb |
| Nb | GPA State Position Support | GPA State Support | trk |
+----+---------------------------------+-------------------------+-----+
| 1 | ON UP (19, 0, 0) B Channel | | 0|
| 2 | ON UP (19, 0, 1) B Channel | | 0|
+----+---------------------------------+-------------------------+-----+
Get the link number here 2001 to launch "hybvisu -f 2001 all"
(5)bsbmrd304> hybvisu -f 2001 all

.
Access 1 of link 2001 (HYBRID LOC) to node 5 (PERMANENT) Cote Depart

-----------------------------------------------------------
SRU (0) state : ACTIVE ON MAIN
Main signalling support : (READY)
B channel (no called number)
GPA (2) state : ACTIVATED
Neqt named phantom 30670
Neqt phantom 1572 state : CONNECT2
Address (19, 0, 0) Monlap 33
Indice debut ocupjonc 0

No trunk
Access 2 of link 2001 (HYBRID LOC) to node 5 (PERMANENT) Cote Arrivee

-----------------------------------------------------------
SRU (1) state : ACTIVE ON MAIN
Main signalling support : (READY)
B channel (no called number)
GPA (4) state : ACTIVATED
Neqt named phantom 30671
Neqt phantom 1636 state : CONNECT2
Address (19, 0, 1) Monlap 34
Indice debut ocupjonc 30

No trunk
Trace the both equipement Neqt phantom (here 1636 and 1572)
Set in incorrect status

Get the status of the set :
a4400>demi_com d xxxx
a4400>tuner km
a4400>actdbg all=off
a4400>tuner all=off
a4400>mtracer –a&
a4400>tuner xtr,eqt
(a4400>tradna dirnumber permits to get the eqt)
a4400>cstabuf d xxxx (version >= R5.0)
CSTA service traces
Get the buffer status :

a4400>cstabuf –i
Traces for CSTA services :

4400>neqt_log | grep CSTA

TPE 19/03/07 TG0030 21/34
4400>actdbg csta=on
4400> actdbg cstarout=on
4400> tuner at,eqt_csta_func
4400> mtracer
To get RSI traces in pbx
a4400>tuner km
a4400>tuner all=off
.
a4400> tuner cpl-cpu=on

a4400> trc init > /dev/null
a4400> trc type 0xa5 > /dev/null
a4400> trc type 0xa6 > /dev/null
a4400> trc type 0xa7
a4400>actdbg ccdn=on
a4400>actdng cstarout=on
a4400>actdbg fct=on
a4400>actdbg csta=on (option)
a4400>actdbg cnx=on (option)
a4400>actdbg vg=on (option)
a4400>actdbg trunk=on (option)
a4400> tuner at
a4400>mtracer -a
To get an equipment traces
a4400>tradna directory_number
a4400>tuner km
a4400>tuner all=off
a4400>actdbg csta=on
a4400>actdbg cstaevt=on (VAD option)
(R6 in addition use actdbg cstatr=on)
a4400>actdbg cnx=on (Cnx tone/dtmf...option)
a4400>actdbg trk=on (Trunk option)
a4400>actdbg acdv2=on (RSI or CCD agent)
a4400>tuner s a
a4400>tuner xtr,eqt (R6 in addition use actdbg cstatr=on)
a4400>tuner at,eqt
a4400>tuner ptrace=on,eqt (Propagation option provide lot of traces)
a4400>mtracer -a
To get the traces of a set at this time: exp a blocked Z
a4400>tradna d directory_number
a4400>tuner km

TPE 19/03/07 TG0030 22/34
a4400>tuner all=off
a4400>tuner at,eqt_virtual_Z
a4400>tuner xtrace,eqt_virtual_Z
a4400>mtracer -a
To get the traces within RSI and ABC
On both node
.
a4400>tuner km
a4400>tuner all=off
a4400>tuner +cpu+cpl
a4400>tuner hybrid=on
a4400>actdbg cstaevt=on
a4400>actdbg cstarout=on
a4400>mtracer
To get the traces for SIP
Trace on telephone part
a4400>tuner km
a4400>tuner all=off
a4400>tuner +cpu+cpl
a4400>tuner hybrid=on
a4400>actdbg ccdn=on
a4400>actdbg sip=on
a4400>actdbg rtp=on
a4400>tuner at,eqt_of trunk
a4400>mtracer –a
For SIP pure trace

a4400>cd /usr2/servers
a4400>motortrace 2
a’4400>traced
To get the traces of a set with VAD function
a4400>tradna d directory_number
a4400>tuner km
a4400>tuner all=off
a4400>actdbg cstaevt=on
a4400>actdbg gpa=on

TPE 19/03/07 TG0030 23/34
a4400>mtracer -a
To get traces for vps line

tuner km
tuner +at,Nept
tuner xtrace=on,Neqt
actdbg fct=on mevo=on mail=on
mtracer&
.
To get the traces of a set with VAD function

(7)bsbmrd27> tuner all=off
(7)bsbmrd27> actdbg all=off
(7)bsbmrd27> tuner at
(7)bsbmrd27> actdbg mf=on
(577149:066147) MF R2 -- DDI Neqt : 761 -- Start of trace -- Dt : 729

(577180:066149) MF R2 -- DDI Neqt : 761 -- Rec. : I-3
(577180:066150) MF R2 -- DDI Neqt : 761 -- Send : A-1
(577182:066153) MF R2 -- DDI Neqt : 761 -- Rec. : silence
(577182:066154) MF R2 -- DDI Neqt : 761 -- Send : silence
(577187:066157) MF R2 -- DDI Neqt : 761 -- Rec. : I-7
(577198:066165) MF R2 -- DDI Neqt : 761 -- Rec. : I-3
(577208:066173) MF R2 -- DDI Neqt : 761 -- Rec. : I-5
(577211:066181) MF R2 -- DDI Neqt : 761 -- Rec. : II-1
(577211:066182) fin_de_num_sda-->nbcarr == 0
(577212:066183) MF R2 -- DDI Neqt : 761 -- Send : B-8
mgr / External Services / Trunk Category / you R2 category

o NDDI R2 Group B Signals
B-8 + Called Party Inaccessible

(577213:066188) MF R2 -- DDI Neqt : 761 -- End of trace --

TPE 19/03/07 TG0030 24/34
IVR connection
We support the OPS fx on PCM2/DPT1 created as Z_IVR30/Z_IVR24 board.

The DPT1 is supported from PBX version e2.404.f.
For the genesys configuration you have to declare the virtual Z as extension specific type switch
7 or 8 according to the way that the IVR support the connection cleared event (7 by
CSTA/genesys protocol / 8 by OPSfx protocol).
In case of specific type switch 8 the timer applies at the end of the call is 12 and the tone is 62.
.
The OPS licenses used are Z_IVR and a CSTA monitoring license.
The user for the IVR line parameter is not ISDN user
4.3. Pbx Traces

trc C cristal c copler t terminaison (listerm permit to get it)
tuner cpu cpl
tuner at, eqt of the PCM2 (xxx-yyy)
tuner xtr,eqt
actdbg csta=on
debug_cpl <shelf> <Board> “entrscpu”
mtracer

TPE 19/03/07 TG0030 25/34
5. IP Network
The ethernet link has to be isolated from the broadcast ff:ff:ff:ff:ff:ff.
A way to achieve that is to connect the CPU behind a router.
The ethctl command permits to get the configuration of the IP connection.
Chorus :
.
Ethernet limiter: current settings

frameThreshold = 600 frames per second
bytesThreshold = 614400 bytes per second
BroadcastThreshold = 300 bdcst per second
receive traces are DISABLED.
The traffic calculation for CSTA :

Average size of CSTA messages with private data : 100 bytes
The encapsulation represent 1.3 the size of the data to send.
For CPU5 the max number of event is 200evt/sec.

For CPU7 the max number of event is 600evt/sec.
For Appliance the max number of event is 700evt/sec.
5.1. CPU5
The Ethernet link is 10BT half duplex.
The IP switch must be set at that rate without negociation.
5.2. CPU6/7
The IP switch must be set at that rate with negociation.
5.3. Appliance server

The IP switch must be set at that rate with negociation.
5.4. Lost of IP connection

When a CSTA client disconnection is detected by incident, you can check if in tserver logs there is not
the key word : tcp_excep
That can be due to the IP network failure as overload of the link due to a high traffic flow or a storm of
message.
Ethereal is a efficient tool to get traffic measurement: Volume and time response.
The oxe port and tserver port must be measure
Action to check :

TPE 19/03/07 TG0030 26/34
The csta message have got a TIMESTAMP, and the Tserver event have got their own.
The difference between them must be constant in time. If the difference increase that can lead to a
socket disconnection. The Ip buffer of the oxe are not infinite.
A permanent trace on oxe can help :

4400> while true; do date; netstat -a | grep csta; sleep 2; done
Fri Apr 14 15:47:13 CEST 2006

tcp 0 0 *:rcsta *:* LISTEN
tcp 0 nbr of pending csta ip buffer pbx_acr2:rcsta 192.168.6.162:1231 ESTABLISHED
tcp 0 0 pbx_acr2:10006 pbx_acr2:rcsta ESTABLISHED
tcp 0 0 pbx_acr2:rcsta pbx_acr2:10006 ESTABLISHED
.
5.5. Incidents to monitor

INCIDENT NUMBER: 1565
Network indicator: Alcatel 4400
OBJECT CLASS: Dhs3x_node
EVENT TYPE: ProcessingErrorAlarm (10)
PROBABLE CAUSE: Unknown (0)
SEVERITY: Minor
"Ethernet disabled due to excessive traffic"
"Ethernet has been disabled, due to excessive incoming traffic."
"Ethernet is enabled again after a few seconds."
"Some data for A4400 applications may be lost."
"Try to understand why there's so much traffic."
"Establish a logical link with further alarms."
"Imagine some solutions by filtering incoming traffic"
"(using hubs), with network managers on the site.";

SEVERITY: Minor
"Ethernet broadcast reception disabled due to excessive traffic"
"Ethernet broadcast reception has been disabled, due to"
"excessive broadcast incoming traffic."
"Ethernet is enabled again after a few seconds."
"Try to understand why there's so much broadcast traffic."
"(using hubs), with network";

OBJECT CLASS: Dhs3Board
SEVERITY: Minor
"Ethernet broadcast reception disabled due to excessive traffic"
"Ethernet broadcast reception has been disabled, due to"
"excessive broadcast incoming traffic."
"Ethernet broadcast is enabled again after a few seconds."
"Try to understand why there's so much broadcast traffic."
"(using hubs), with network";

TPE 19/03/07 TG0030 27/34


SEVERITY: Minor
"CSTA CH : server P1 has a full message queue."
"P1 : server pid 0 if unknown"
"Can't send messages to the server because the message"
"queue is full."
"no system reaction"
.
"no operator action is required";

SEVERITY: Minor
"CSTA server : P1 socket write error(P2)"
"P1 : server pid"
"P2 : error status (errno)"
"(CSTAINC2_SOCK_WRIT_ERROR)"
"Impossible to send data on socket. This may occur when the connection with the"
"remote host is closed."
"Unrecoverable error."
"No operator action required.";
260 TO socket
254 client deconnection
104 Socket detstroyed after client deconnection

SEVERITY: Minor
"CSTA server : P1 socket read error(P2)"
"P1 : server pid"
"P2 : error status (errno)"
"(CSTAINC_SOCK_READ_ERR)"
"Impossible to receive data on socket. This may occur when the connection with"
"the remote host is closed."
"Unrecoverable error."
"No operator action required";

TPE 19/03/07 TG0030 28/34
6. ABC Network
Specify which node is the master and which node is the slave for B channel selection and for the
T2
Verify if the path replacement is set : ie is it existing a prefix according to

.
Pabx address in DPNSS

TPE 19/03/07 TG0030 29/34
7. Decodage trames
Frame 27 (215 bytes on wire, 215 bytes captured)
Arrival Time: Jun 15, 2004 10:48:53.496247000
.
Time delta from previous packet: 4.322189000 seconds

Time since reference or first frame: 23.853360000 seconds
Frame Number: 27
Packet Length: 215 bytes
Capture Length: 215 bytes
Ethernet II, Src: 00:04:c0:21:b5:54, Dst: 00:00:5e:00:01:0a
Internet Protocol, Src Addr: 10.143.64.61 (10.143.64.61), Dst Addr: 10.169.72.178
(10.169.72.178)
Transmission Control Protocol, Src Port: 2555 (2555), Dst Port: 45146 (45146), Seq: 1208,
Ack: 15, Len: 161
Source port: 2555 (2555)
Destination port: 45146 (45146)
Sequence number: 1208 (relative sequence number)
Next sequence number: 1369 (relative sequence number)
Acknowledgement number: 15 (relative ack number)
Header length: 20 bytes
Flags: 0x0018 (PSH, ACK)
Window size: 4380
Checksum: 0x1f2b (correct)
Data (161 bytes)
0000 00 9f a1 81 9c 02 02 27 54 02 01 15 30 81 92 55 .......'T...0..U
0010 04 02 1c a9 01 a0 4a a5 48 30 46 6b 0a 82 02 16 ......J.H0Fk....
0020 de 83 04 00 78 01 00 63 09 84 07 39 33 32 31 30 ....x..c...93210
0030 31 39 61 0b 82 09 33 38 38 33 35 37 32 39 37 62 19a...388357297b
0040 06 84 04 35 31 37 35 64 06 84 04 35 31 37 35 6b ...5175d...5175k
0050 0a 82 02 16 de 83 04 00 0e 01 04 4e 01 03 0a 01 ...........N....
0060 26 7e 3e a0 0f 17 0d 30 34 30 36 31 35 31 30 35 &~>....040615105
0070 33 34 36 5a a1 2b 30 12 06 06 2b 0c 89 36 84 09 346Z.+0...+..6..
0080 04 08 15 b9 ce 40 de 16 02 00 30 15 06 06 2b 0c .....@....0...+.
0090 89 36 84 0b a3 0b 80 09 33 38 38 33 35 37 32 39 .6......38835729
00a0 37 7
Get the Csta data :
Host <= 159

a1 81 9c 02 02 27 54 02 01 15 30 81 92 55 04 02
1c a9 01 a0 4a a5 48 30 46 6b 0a 82 02 16 de 83
04 00 78 01 00 63 09 84 07 39 33 32 31 30 31 39
61 0b 82 09 33 38 38 33 35 37 32 39 37 62 06 84
04 35 31 37 35 64 06 84 04 35 31 37 35 6b 0a 82

TPE 19/03/07 TG0030 30/34
02 16 de 83 04 00 0e 01 04 4e 01 03 0a 01 26 7e
3e a0 0f 17 0d 30 34 30 36 31 35 31 30 35 33 34
36 5a a1 2b 30 12 06 06 2b 0c 89 36 84 09 04 08
15 b9 ce 40 de 16 02 00 30 15 06 06 2b 0c 89 36
84 0b a3 0b 80 09 33 38 38 33 35 37 32 39 37
Copy them in a text file on 4400
A4400> pilot2a –B myfile

Outgoing:
.
--Event : EVT_ESTABLISHED (cross-ref-id=35432705 host=0)

--| Established Connection : (call=5854,neqt=120,type=TYPE_PROVIDED:0)
--| (PRIVATE) Answering (S)Device : "9321019"
--| (PUBLIC) Calling (L)Device : "388357297"
--| (PRIVATE) Called (L)Device : "5175"
--| (PRIVATE) Last red (S)Device : "5175"
--| Originating Connection : (call=5854,neqt=14,type=TYPE_PROVIDED:4)
--| Local Connection Info : LCI_CONNECTED
--| Cause : CAU_DISTRIBUTED
--| TimeStamp : 04/06/15 10:53:46

TPE 19/03/07 TG0030 31/34
8. 4400 Utilities
8.1. R6.0
To run correctly a tserver 6.5 on PBX R6.0 create the empty file privdataV2.csta in DHS3data/afe
.
8.2. Timers
Timer 42 (set to 2) and test with pilot the outbound call + transfer to the target (if not possible
check the connection category and the telephone category (transfer outgoing-incoming/transfer
outgoing-outgoing)
Timer 95 : diplay cost on set (2)
Timer 12 : timer of permanent loop for analog Z set
Timer 36 : overflow timer for hunting group
Timer 267/268 : Tone detection timer for VAD
Timer 137 : wait for charge display : 2
8.3. Tones
Tone 183 : ring back tone for the system

TPE 19/03/07 TG0030 32/34
Annex 1 – VAD Supported Country and Protocoles

(Extracted from doc 3BA 59000 0271 PAZZA)
Supported Countries and Protocoles

All countries with ISDN protocols. ( + DASS2 and CCS T1 ) .
.
All countries except FRANCE – UK – GERMANY – AUSTRIA – ITALY – BELGIUM with

the
following outgoing protocols (including USA ):
(A protocole is here defined by a type of trunk group (F_*) and a type of trunk category
(JR_*))
Decadic or MFQ23 dialling:
F_BCA JR_BCA –> analog NDDI on NDDI board
–> numeric NDDI on PCM2 or DPT1 board
F_MIXTE JR_MICPO –> numeric trunk on PCM2 board
F_MIXTE JR_MIXTE –> numeric mixed trunk on PCM2 board
–> analog mixed trunk on ATR2 board
MFQ23 dialling:
F_MIXTE JR_SDAR2 –> numeric mixed trunk on PCM2 board MFR2 dialling:
F_BCA JR_BCAR2 –> numeric trunk on PCM2 board
–> analog trunk on ATR2 board
F_MIXTE JR_MFR2 –> numeric mixed trunk on PCM2 board
–> analog mixed trunk on ATR2 board
MFR1 dialling:
F_MIXTE JR_MFR1 –> numeric mixed trunk on PCM2 board. Taiwan use
MFR1.5 dialling:
F_BCA JR_BCAR1.5Out –> numeric trunk on PCM2 board
–> analog trunk on ATL8 board
Russia use
The Tie lines aren’t supported.
VAD Features not supported

_ The trunk is not located at the same network node or shelf as the CSTA monitored
set.
_ The trunk group is an add–on or hunting trunk group
_ The trunk group is without translator.
_ All migrations ( 5200 / 5400 / 4600 )

TPE 19/03/07 TG0030 33/34
.
ED
04
TPE
19/03/07
End of document
TG0030
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document, use and communication of its contents not.

Abstract : Genesys on Omnitouch troubleshooting Guideline for CSTA

This document is a guideline for trouble shooting on CSTA

ED 04 Genesys on Omnitouch trouble shooting guide for CSTA

1. This document ....................................................................................................................4

ED 04 Genesys on Omnitouch trouble shooting guide for CSTA

5.1. CPU5 ............................................................................................................................26

8. 4400 Utilities ....................................................................................................................32

ED 04 Genesys on Omnitouch trouble shooting guide for CSTA

1.1. Purpose of this document

This document is according to the different environment:

The attended public are engeneers certified for :

See the university site : http://www.alcatel.com

ED 04 Genesys on Omnitouch trouble shooting guide for CSTA

Ed01: first edition

ED 04 Genesys on Omnitouch trouble shooting guide for CSTA

2.1. OPS PBX licenses

4400 OPS locks checking

The 4400 command to get the OPS locks:

Display current counters ........................... 1

Check the date time of the cstamono process

ED 04 Genesys on Omnitouch trouble shooting guide for CSTA

-rw-rw-r-- 1 mtcl tel 1997 Apr 17 2003 cst_030408.log

==> cst_creation_date.log : date year_month_day

(6)pbx_acr2> more cst_040315.log

15/03 00:46:23 | Session 5 associated, IP=192.168.6.153, NAME=192.168.6.153, Typ

The command to get the global counter about CSTA :

(6)pbx_acr2> tool cstainfo

ED 04 Genesys on Omnitouch trouble shooting guide for CSTA

CSTA MONITORING REQUESTS ==> at this time

License for OmniGenesys

mgr/system/license ==> specify the flexlm server and port

SERVER MCCSMGR01 001422B02044 27000

ED 04 Genesys on Omnitouch trouble shooting guide for CSTA

Here the (*) means : use the bypass csta license

ED 04 Genesys on Omnitouch trouble shooting guide for CSTA

ED 04 Genesys on Omnitouch trouble shooting guide for CSTA

2.2. Get possible monitored objects

ED 04 Genesys on Omnitouch trouble shooting guide for CSTA

3.3. Collect piece of informations

Report the version

Collect the PBX incidents

Verify the basics

What is the scenario which creates that malfunctioning

ED 04 Genesys on Omnitouch trouble shooting guide for CSTA

What are the call types

What are the action performed by the object

What are the CSTA used option

ED 04 Genesys on Omnitouch trouble shooting guide for CSTA

What are the system used option

Answering machine detection by VAD

What is the status of CSTA buffers

3.3.1.1.Check the buffers

ED 04 Genesys on Omnitouch trouble shooting guide for CSTA

If one of them reach 0 during an unloaded period, check the backtrace

Can i reproduce the scenario

Other informations about the issue

If there is an issue in the status of agent reported by CCPulse

Export the genesys SQL configuration with the wizard

Use pilot tool

Launch pilot tool :

ED 04 Genesys on Omnitouch trouble shooting guide for CSTA