Anda di halaman 1dari 516



WebSphere Voice Response for AIX with DirectTalk


Technology

Problem Determination
Version 6.1

GC34-7087-07
Note

Before using this information and the product it supports, read the general information under “Notices” on
page 451.

This edition applies to Version 6, Release 1 of IBM WebSphere Voice Response for AIX with DirectTalk Technology
(program number 5724-I07), and to all subsequent releases and modifications until otherwise indicated in new
editions. Make sure you are using the correct edition for the level of the product.
© Copyright IBM Corporation 1991, 2013.
US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contract
with IBM Corp.
Contents
Figures . . . . . . . . . . . . . vii Documenting your problem . . . . . . 21
Determining problem severity . . . . . 23
Tables . . . . . . . . . . . . . . ix Reporting a problem with a C-language
program . . . . . . . . . . . . 24
About this information . . . . . . . . xi Running hardware diagnostic procedures . . 25
How to use this information. . . . . . . xi Adapter feature codes. . . . . . . . 25
Typographic conventions . . . . . . . xii DTTA device driver . . . . . . . . 25
Accessibility . . . . . . . . . . . . xii Diagnosing unrecognized DTTAs on PCI
Notes on terminology . . . . . . . . xiii systems . . . . . . . . . . . . 27
Where to find more information . . . . . xiii Running diagnostics on the DTTA . . . 27
Useful Web sites . . . . . . . . . xiii Diagnosing telephony line errors . . . . . 28
Making comments on this book . . . . . xiv What causes telephony line errors? . . . 28
Diagnosing telephony line errors on the
Chapter 1. Introducing WebSphere Voice DTTA . . . . . . . . . . . . . 29
Response support . . . . . . . . . . 1 Using debugrec to record input and output 29
Online help . . . . . . . . . . . . 1
IBM Support Assistant (ISA) . . . . . . . 2 Chapter 3. Solving WebSphere Voice
WebSphere Voice Response product Response problems . . . . . . . . . 31
documentation . . . . . . . . . . . 3 How to use this information . . . . . . 31
IBM support resources . . . . . . . . . 3 When nothing works . . . . . . . . . 32
What to expect when you call IBM Support . . 3 Problems found during installation or system
startup . . . . . . . . . . . . . . 33
Chapter 2. Analyzing the problem . . . . 5 WebSphere Voice Response software does
Cataloging the symptoms . . . . . . . . 5 not start to initialize . . . . . . . . 33
Have any system conditions changed? . . 5 Fileset consistency warnings are displayed
Which component is failing? . . . . . . 6 on startup. . . . . . . . . . . . 35
Describing the state of the system . . . . . 6 Welcome window does not display . . . 36
Describing the system by using dtProblem 6 DB2 error SQL6048N is generated when
Collecting Java and VoiceXML environment attempting to start WebSphere Voice
specific information . . . . . . . . . 7 Response . . . . . . . . . . . . 37
Determining how much disk space is free . 8 WebSphere Voice Response reports
Determining the maximum number of user "SQL1042C with SQLSTATE=58004" error . 38
processes the system can start . . . . . 9 The startup of WebSphere Voice Response
Checking how much page space has been takes longer than normal and generates
defined . . . . . . . . . . . . 10 errors . . . . . . . . . . . . . 38
Determining how many buffers are The windows on an Xstation are displayed
defined for system use . . . . . . . 12 in the wrong font . . . . . . . . . 39
Determining what level of software is restoreDT returns with an error from the
installed . . . . . . . . . . . . 13 "tar -xhv -f" command . . . . . . . 39
Reviewing the error log . . . . . . . 13 BrooktroutFax Adapter TR114 failure. . . 39
Copying the error log to tape or diskette 14 Failed to start Voice Response node -
Before you call IBM Support . . . . . . 15 error_id 21004 . . . . . . . . . . 40
Capturing a system-level trace . . . . . 15 The ricdiag utility fails following a mksysb
Capturing binary trace . . . . . . . 18 restore . . . . . . . . . . . . . 40

© Copyright IBM Corp. 1991, 2013 iii


Error occurs when logging onto Exceptions reported when a Java or
WebSphere Voice Response GUI after VoiceXML application is started from a
running mksysb. . . . . . . . . . 41 VRNode . . . . . . . . . . . . 64
DTSNMPD_START fails to start after Dial, MakeCall, or TransferCall actions
upgrading AIX . . . . . . . . . . 41 behave unexpectedly . . . . . . . . 65
Running vae.setenv produces DB2 errors 42 Get actions that use the telephone line do
Database error occurs when trying to not execute . . . . . . . . . . . 67
connect to the WebSphere Voice Response SendData or ReceiveData action does not
database . . . . . . . . . . . . 42 provide expected results . . . . . . . 67
License Enrollment errors during Application fails attempting to play voice 68
WebSphere Voice Response Version 6.1 Common problems with hangup detection 70
migration . . . . . . . . . . . . 42 Common problems with voice interrupt
DB2 errors during WebSphere Voice detection . . . . . . . . . . . . 70
Response Version 6.1 installation . . . . 43 Common problems with background
WebSphere Voice Response Version 6.1 music . . . . . . . . . . . . . 71
migration errors related to DB2 software . 44 Results of running an application are not
Configuring SS7 in a WebSphere Voice as expected . . . . . . . . . . . 74
Response Single System Image . . . . . 44 Mailbox does not play recorded message 75
Network problems . . . . . . . . . . 44 3270 server does not start . . . . . . 75
WebSphere Voice Response does not 3270 server script fails . . . . . . . 76
initiate outbound calls . . . . . . . 45 Custom server does not start . . . . . 77
WebSphere Voice Response does not WebSphere Voice Response does not accept
answer the phone . . . . . . . . . 46 data from the caller's keypad . . . . . 77
WebSphere Voice Response receives no DTMF input is sometimes not recognized
information from the exchange data link . 50 in a state table application . . . . . . 78
WebSphere Voice Response answers the WebSphere Voice Response generates
phone with “technical difficulties” . . . 51 "unsupported language" error when
Telephone channel is hung . . . . . . 52 running VoiceXML Application. . . . . 78
No SNMP traps are being sent . . . . . 53 Exceptions reported when a WebSphere
WebSphere Voice Response cannot access a Voice Response Java/VoiceXML application
remote 3270 host . . . . . . . . . 54 is started from VRNode . . . . . . . 79
3270 session is permanently disabled. . . 55 FileCache error on a WebSphere Voice
3270 emulation does not work . . . . . 55 Response VoiceXML 2.0 system with
Telephony connection does not multiple application Nodes . . . . . . 80
synchronize . . . . . . . . . . . 55 Compression of voice messaging can result
Cannot enable trunk . . . . . . . . 56 in poor quality audio . . . . . . . . 80
DB2 does not start if the machine name is error_id 1 and error_id 25032 caused by an
changed after DB2 is installed . . . . . 58 unsupported application design . . . . 81
Resolving error_id 26001 . . . . . . . 58 Error on recordutterance with Nuance
Problems found while running voice speech server . . . . . . . . . . 82
applications . . . . . . . . . . . . 59 Text-to-speech audio in an application
Voice application does not start . . . . 60 sounds like static . . . . . . . . . 82
Calls do not transfer . . . . . . . . 60 Timeout waiting for response from
FileCache failures when running VoiceXML grammar compiler . . . . . . . . . 82
applications . . . . . . . . . . . 62 Performance and other general problems . . 83
Newly installed voice audio files not A process does not start when you expect
played by VoiceXML application . . . . 63 it to . . . . . . . . . . . . . . 83
VXMLParserPool::Parser created over WebSphere Voice Response windows start
capacity . . . . . . . . . . . . 64 without being selected . . . . . . . 84
The system runs extremely slowly . . . 84

iv Problem Determination
WebSphere Voice Response telephony Appendix A. Messages issued during
activity is unexpectedly disrupted. . . . 87 migration or import . . . . . . . . 169
WebSphere Voice Response cannot access
the printer . . . . . . . . . . . 88 Appendix B. WebSphere Voice Response
WebSphere Voice Response is not messages identified by number . . . . 173
accumulating call detail records . . . . 88 Example Message . . . . . . . . . . 175
Frequent “without sending detach” Session Manager/CHP . . . . . . . . 176
messages . . . . . . . . . . . . 89 DB2 return codes . . . . . . . . . . 191
WebSphere Voice Response does not shut DBSM (database server) return codes . . . 193
down . . . . . . . . . . . . . 89 NODEM (Node Manager) . . . . . . . 211
Screen is blank or frozen while WebSphere STPD (State Table/Prompt Directory) . . . 215
Voice Response is running . . . . . . 89 VAE (General WebSphere Voice Response) 216
Alarm graphic turns yellow or red . . . 90 LUM (License Use Management). . . . . 222
Applications and operations keywords SMSI (Simplified Message Service Interface) 225
turn gray . . . . . . . . . . . . 90 CACHE (Cache Manager) . . . . . . . 229
Channel available indicator turns red DBIM (Internal Database Manager) . . . . 231
independently . . . . . . . . . . 90 VPACK, SPACK and XPACK . . . . . . 232
Telephony problem without an alarm VAD (Voice Application Development) . . . 263
indicator . . . . . . . . . . . . 90 ACL (Application Connectivity Link) . . . 264
Licenses are not granted . . . . . . . 91 CA (Custom Server) . . . . . . . . . 266
The system configuration GUI crashes DTBE (Java and VoiceXML environment) . . 271
when being closed . . . . . . . . . 92 SM_SRVR . . . . . . . . . . . . 272
/dev/systrctl1... message is displayed in CTRL3270 . . . . . . . . . . . . 274
Dtstatus.out . . . . . . . . . . . 93 OAM (Operations and Maintenance) . . . 284
File db2diag.log increases up to the AIX SNMP (Simple Network Management
system limit . . . . . . . . . . . 93 Protocol) . . . . . . . . . . . . . 297
dtjflog fails during logging . . . . . . 94 SDI (Signaling Device Driver Interface) . . 299
WebSphere Voice Response VRBE ISDN services . . . . . . . . . . . 312
OutOfMemory error . . . . . . . . 94 ISDN signaling process and ISDN call
control . . . . . . . . . . . . . 316
Chapter 4. Using the ISDN_Monitor . . . 95 ISDN D Layer 3 . . . . . . . . . . 321
The ISDN_Monitor. . . . . . . . . . 95 ISDN D Layer 2 and Layer 1 . . . . . . 324
Starting the ISDN_Monitor . . . . . . 95 VoIP . . . . . . . . . . . . . . 329
Stopping the ISDN_Monitor. . . . . . 96 SS7 . . . . . . . . . . . . . . 336
Restarting the ISDN_Monitor . . . . . 96 Timeslot Management . . . . . . . . 349
Monitoring a trunk which is then disabled 96 Pack Configuration . . . . . . . . . 352
Logging the ISDN_Monitor trace Signaling Interface . . . . . . . . . 354
information to a file . . . . . . . . 96 SpeechServer custom server . . . . . . 359
Decoding the ISDN_Monitor output . . . 96 CallPath_Sigproc Custom Server . . . . . 368
Other ISDN messages . . . . . . . 106 Java and VoiceXML environment messages 385
ISDN_Call_Transfer custom server . . . . 415
Chapter 5. Introducing the WebSphere Juke_Box custom server. . . . . . . . 422
Voice Response alarm messages. . . . 107 IBM_Trombone_Custom_Server . . . . . 435
Message destinations. . . . . . . . . 107 MRCP messages . . . . . . . . . . 442
Message content . . . . . . . . . . 108 VXML messages . . . . . . . . . . 444
Message categories . . . . . . . . . 111 Messages and explanations . . . . . 447
Message filtering . . . . . . . . . . 112
Messages by severity. . . . . . . . . 113 Notices . . . . . . . . . . . . . 451
Messages affected by filtering . . . . . . 163 Trademarks . . . . . . . . . . . . 453

Contents v
Glossary . . . . . . . . . . . . 455 Unified Messaging for WebSphere Voice
Response . . . . . . . . . . . 490
List of WebSphere Voice Response and AIX and the IBM pSeries computer . . . 491
associated documentation . . . . . . 489 HACMP . . . . . . . . . . . . 491
WebSphere Voice Response software . . . 489 SS7 . . . . . . . . . . . . . 491
IBM hardware for use with WebSphere Voice Integrated Services Digital Network. . . 492
Response . . . . . . . . . . . . 490 Bellcore Specifications for ADSI Telephones 493
WebSphere Voice Response related products 490
WebSphere Voice Server. . . . . . . 490 Index . . . . . . . . . . . . . 495

vi Problem Determination
Figures
1. Trace of a typical startup sequence 97 7. Flow of call related events for an
2. WebSphere Voice Response sending a outbound call from WebSphere Voice
DISC frame to the switch . . . . . . 98 Response . . . . . . . . . . . 103
3. WebSphere Voice Response sending 8. Outbound call fails . . . . . . . 105
SABME frames at one second intervals . 99 9. Trace of a call clearing . . . . . . 106
4. A RESTART message initializing a 10. Message information in the WebSphere
whole trunk . . . . . . . . . . 99 Voice Response error log . . . . . 109
5. The channel ID information element 101
6. Trace showing NFAS on a channel
enabled on a trunk with no signaling . 101

© Copyright IBM Corp. 1991, 2013 vii


viii Problem Determination
Tables
1. AIX system trace event IDs used by 6. WebSphere Voice Response messages
WebSphere Voice Response . . . . . 18 affected by filtering . . . . . . . 163
2. WebSphere Voice Response messages 7. Message numbers generated by each
classified as Red . . . . . . . . 113 software component . . . . . . . 173
3. WebSphere Voice Response messages 8. DB2 return codes . . . . . . . . 191
classified as Yellow . . . . . . . 127 9. WebSphere Voice Response database
4. WebSphere Voice Response messages return codes . . . . . . . . . . 193
classified as Green. . . . . . . . 151 10. Message codes and meanings . . . . 444
5. WebSphere Voice Response messages
classified as White. . . . . . . . 154

© Copyright IBM Corp. 1991, 2013 ix


x Problem Determination
About this information
This book describes how to isolate and diagnose problems that you might
find while using the IBM® WebSphere® Voice Response for AIX® with
DirectTalk® Technology voice processing system.

Throughout this book, the IBM WebSphere Voice Response for AIX voice
processing system is referred to as WebSphere Voice Response.

If you are a newcomer to WebSphere Voice Response, start with Chapter 1,


“Introducing WebSphere Voice Response support,” on page 1, which describes
the manuals and other support available for the product. Then read Chapter 2,
“Analyzing the problem,” on page 5, which describes how to handle any
problems with WebSphere Voice Response, and also explains how to get
additional help from IBM Support.

If you have a problem with WebSphere Voice Response, use the information
provided in Chapter 3, “Solving WebSphere Voice Response problems,” on
page 31 to solve it.

If you get a message when migrating or importing data, look it up in


Appendix A, “Messages issued during migration or import,” on page 169.

If you get a numbered WebSphere Voice Response message in the error.log


on the System Monitor, refer to it in Appendix B, “WebSphere Voice Response
messages identified by number,” on page 173, which is organized by message
number.

How to use this information


This book contains background information, procedures, and reference
information. The procedures explain how to complete the tasks for which you
are responsible.

The background information explains when to use the procedures and


contains prerequisites for using them successfully. Before you use any
procedure for the first time, read through all the relevant background
information.

Following the procedures in this information

The procedures assume that you are already familiar with using a mouse and
window environment, and that you know how to use the common actions

© Copyright IBM Corp. 1991, 2013 xi


such as Save to work with information. If you are new to WebSphere Voice
Response, have a look at the WebSphere Voice Response for AIX: User Interface
Guide book, which tells you how to log on and log off, and use the WebSphere
Voice Response windows efficiently.

Typographic conventions
This book uses the following typographic conventions:
boldface
Identifies an item that is in a WebSphere Voice Response window. The
item might be a keyword, an action, a field label, or a pushbutton.
Whenever one of the steps in a procedure includes a word in
boldface, look in the window for an item that is labeled with that
word.
boldface italics
Are used for emphasis. Take extra care wherever you see bold italics.
italics Identify one of the following:
v New terms that describe WebSphere Voice Response components or
concepts. A term that is printed in italics is usually followed by its
definition.
v Parameters for which you supply the actual names or values.
v References to other books.
monospace
Identifies one of the following:
v Text that you type in an AIX window. Because AIX is case sensitive,
ensure that you type the uppercase and lowercase characters exactly
as shown.
v Names of files and directories (path names).

Accessibility
WebSphere Voice Response for AIX is a voice application enabler. The
applications that are developed to run on WebSphere Voice Response provide
telephone access to business data and services. In this way, WebSphere Voice
Response provides accessibility for people who cannot access the data and
services by using regular Web pages or traditional graphic interfaces. These
telephone user interfaces are fully accessible to people who are blind or have
low vision and, if speech recognition is used, to people with mobility
impairments or limited hand use. Speech recognition capability can be
provided by IBM WebSphere Voice Server, or other MRCP-V1.0-compliant
speech recognition products. In addition, support for users of Telephony
Devices for the Deaf (TDD) is provided as part of the WebSphere Voice
Response product.

xii Problem Determination


With WebSphere Voice Response you can perform many application
development and system administration tasks with a text editor or line
commands—these are accessible if you use a screen reader product to
interface with them. Also, the default settings of the WebSphere Voice
Response graphical user interface can be changed to produce large fonts and
high contrast colors. Details of how to use these accessibility features can be
found in the WebSphere Voice Response for AIX: User Interface Guide book.
Alternatively, application development can be done with Java™ or VoiceXML
development tools that are supplied by IBM and third parties.

You can also use a screen-reader product to access the WebSphere Voice
Response publications in HTML format (for details of their availability see
“List of WebSphere Voice Response and associated documentation” on page
489).

Notes on terminology
v A glossary of commonly-used terms is at the end of this book.
v The full product name of WebSphere Voice Response for AIX with DirectTalk
Technology is generally abbreviated in this book to WebSphere Voice Response.
v The term pSeries® is generically used in this book to refer both to PCI-based
RS/6000® computers and to appropriate models of the System p5® and
pSeries ranges. (Consult your IBM representative for details of models that
are supported for use with WebSphere Voice Response.) RS/6000 computers
with an MCA bus are not supported.
v The IBM Quad Digital Trunk Telephony PCI Adapter is generally referred to in
this book by its abbreviation DTTA. This adapter is a replacement for the
IBM ARTIC960RxD Quad Digital Trunk PCI Adapter, which is generally
referred to by the abbreviation DTXA. The DTXA is not supported with
WebSphere Voice Response Version 6.1.
v References made to the VoiceXML 2.1 specification are intended to include
VoiceXML 2.0 unless otherwise specified.

Where to find more information


The information provided in the WebSphere Voice Response library will help
you complete WebSphere Voice Response tasks more quickly. A complete list
of the available publications and where you can obtain them is shown in “List
of WebSphere Voice Response and associated documentation” on page 489.
Useful Web sites
The following Web sites are useful sources of information about WebSphere
Voice Response and related products:
WebSphere Voice Response
http://www.ibm.com/software/pervasive/voice_response_aix/

About this information xiii


IBM WebSphere developerWorks resources (including WebSphere Voice
products)
http://www.ibm.com/developerworks/websphere/zones/voice/
VoiceXML Version 2.0 and 2.1 specifications
http://www.w3.org/TR/voicexml21/
http://www.w3.org/TR/voicexml20/
CCXML Version 1.0 specification
http://www.w3.org/TR/2011/PR-ccxml-20110510/
Genesys
For more information on Genesys products go to the Genesys Web
site at http://www.genesyslab.com

Making comments on this book


If you especially like or dislike anything about this book, feel free to send us
your comments.

You can comment on what you regard as specific errors or omissions, and on
the accuracy, organization, subject matter, or completeness of this book. Please
limit your comments to the information that is in this book and to the way in
which the information is presented. Speak to your IBM representative if you
have suggestions about the product itself.

When you send us comments, you grant to IBM a nonexclusive right to use or
distribute the information in any way it believes appropriate without
incurring any obligation to you.

You can get your comments to us quickly by sending an e-mail to


idrcf@hursley.ibm.com. Alternatively, you can mail your comments to:

User Technologies,
IBM United Kingdom Laboratories,
Mail Point 095, Hursley Park,
Winchester, Hampshire,
SO21 2JN, United Kingdom

Please ensure that you include the book title, order number, and edition date.

xiv Problem Determination


Chapter 1. Introducing WebSphere Voice Response
support
WebSphere Voice Response consists of more than just hardware and software
components. When you buy WebSphere Voice Response, you also get access to
system support for the product. Part of this support is the on-line help and
the documentation that comes with the system. The documentation describes
how to use WebSphere Voice Response to meet your business needs. In
addition, WebSphere Voice Response includes a network of support resources,
available up to 24 hours a day, 7 days a week depending on your service
agreement with IBM.

If you have a problem with WebSphere Voice Response, first analyze the
problem, using the guidance provided in Chapter 2, “Analyzing the problem,”
on page 5, and gather all the relevant information that you can. Next, use the
information in the subsequent chapters to try and find a solution to the
problem. If you cannot find sufficient information to help you solve the
problem, call IBM Support.

This chapter provides an overview of the support that you can expect from
IBM. For a detailed description of the support available, look in the IBM
Software Support Handbook, available from the Software Support Web site at
http://ps.software.ibm.com.

Online help
Every window in the WebSphere Voice Response user interface has a help
button or a help menu. The help gives you a brief explanation of the contents
of the window and how to use it.
v Always select help when a pop-up dialog displays an error or warning
message you don't understand. The help provides a little more explanation.
v Select help in the parameter windows in System Configuration, if you need
an explanation of the parameter. (This information is also included in
WebSphere Voice Response for AIX: Configuring the System.)
v Select help, in other windows if you cannot remember what to do. If,
however, you are new to the system, or trying something for the first time,
you will probably find that the more detailed product documentation is
more useful. The product documentation contain a lot of background
information that makes it easier to understand new concepts and
terminology.

© Copyright IBM Corp. 1991, 2013 1


In addition, on-line explanations are available for all the alarms displayed in
the System Monitor Alarms window. To view these explanations, select the
message in the Alarms window (see WebSphere Voice Response for AIX:
Configuring the System for details.) The explanations are also listed in
Appendix B, “WebSphere Voice Response messages identified by number,” on
page 173.

IBM Support Assistant (ISA)


The IBM Support Assistant (ISA) saves you time when searching for product,
support and educational resources. If a problem report needs to be opened,
ISA helps you gather support information, then create and track your
electronic problem report. ISA is a free, standalone application that you can
download and install, together with the corresponding plugin for WebSphere
Voice Response.

ISA provides the following services:


v Improves your ability to locate IBM support, development and educational
information through a federated search interface (one search to multiple
resources).
v Provides quick access to the IBM Education Assistant and key product
education roadmaps.
v Simplifies access to IBM product home pages, product support pages, as
well as product forums or newsgroups, through convenient links.
v Saves time submitting problems to IBM Support by collecting key
information, then electronically creating a Problem Management Report
(PMR)

To obtain ISA, go to the download page at https://www14.software.ibm.com/


webapp/iwm/web/preLogin.do?source=isa, and download the installation
package for any platform on which you will use ISA. You need to login using
your IBM web identity (the same identity as used for sites such as MySupport
and developerWorks). If you do not already have an IBM web identity, you
may complete the free registration process on the web page to obtain one. The
install image that you download includes an HTML Installation and
Troubleshooting Guide.

To obtain the ISA plug-ins specific to the IBM products you are using, such as
WebSphere Voice Response, go to the "Support and downloads" web page at
http://www.ibm.com/support/us/, and enter the search term "support
assistant".

2 Problem Determination
WebSphere Voice Response product documentation
The WebSphere Voice Response product documentation contains all the
information you need to plan, install, configure, and maintain WebSphere
Voice Response.

The purpose of this manual is to help you solve problems. The other manuals
contain additional information that might be helpful when you have a
problem to solve. A complete list of the available books and where you can
obtain them is shown in “List of WebSphere Voice Response and associated
documentation” on page 489

IBM support resources


IBM provides a support center for your IBM software and hardware.

Your IBM software support center can help in situations such as when you
encounter an undocumented error message, or an unexpected result after you
have followed the instructions in the documentation.

IBM Support can access additional product documentation, and files that
document the experiences other companies have had with WebSphere Voice
Response. In addition to the support center, IBM experts and other technical
resources are ready to provide assistance.

What to expect when you call IBM Support


When you call support, you will be talking with someone who assumes that
you have first tried to analyze the problem and solve it yourself, and they will
want to know what happened. The more information you can provide, the
more quickly IBM can help.

Before calling IBM Support, use the guidance given in Chapter 2, “Analyzing
the problem,” on page 5 to analyze the problem, and then use the information
in Chapter 3, “Solving WebSphere Voice Response problems,” on page 31 to
try to solve the problem yourself—this is sometimes the quickest and easiest
method.

Apart from your analysis of the problem, have the following information
ready:
v Your customer number.
v Whether the problem is new.
v A phone number where you can be reached.

Chapter 1. Introducing WebSphere Voice Response support 3


v A feeling for the business impact or severity of the problem you are
reporting. Use the information in “Determining problem severity” on page
23 as a guide.

4 Problem Determination
Chapter 2. Analyzing the problem
To solve any problem you might be having with WebSphere Voice Response,
start by trying to identify the cause. First, catalog the symptoms. Then
determine the state of the system; for example, calculate how much disk space
is available, what levels of software are installed, and how the operating
environment has been defined.

When you have collected all the necessary information, use Chapter 3,
“Solving WebSphere Voice Response problems,” on page 31 to identify and
solve the problem. If you then need to consult an IBM specialist, your analysis
will hopefully provide all the required information. In addition, before you
call support, make sure you have fully documented the problem and assigned
it a severity level.

This chapter is organized as follows:


v “Cataloging the symptoms”
v “Describing the state of the system” on page 6
v “Before you call IBM Support” on page 15
v “Running hardware diagnostic procedures” on page 25
v “Diagnosing telephony line errors” on page 28

Cataloging the symptoms


Different problems have different symptoms. In general, however, you will
usually notice a WebSphere Voice Response problem because of an error
message, because something does not function correctly, or both.

Try to isolate all events that seem to be symptoms of the problem. It is


extremely helpful if you can identify the precise situation in which the
problem occurs, the frequency with which it occurs, and the sequence in
which the symptoms occur. Details of an error from the error log and traces of
system activity can be particularly useful for determining the cause of a
problem, and can speed up its resolution.
Have any system conditions changed?
When WebSphere Voice Response has been running smoothly and suddenly
develops problem, often the reason is because an operating condition has
changed. To determine whether operating conditions have changed at your
location, ask yourself the following:
v Have you recently installed a new release of software?

© Copyright IBM Corp. 1991, 2013 5


v Have you recently replaced or added hardware?
v Have you recently changed the telephony configuration on either the
WebSphere Voice Response system or the switch?
v If the problem is with a voice application, is it an application that has
recently been put into production?
v If the problem is with the 3270 host connection, has the network
configuration changed, or have any of the SNA profiles been changed?
Which component is failing?
Some types of problems do not involve a failing component. But for problems
that do, it is important to find out which part of WebSphere Voice Response is
not working correctly.

Because hardware and software problems are handled by different IBM


Support organizations, first determine whether the symptoms seem to indicate
a hardware–related or a software–related problem. Then, try to identify more
precisely where the problem is. If one of the symptoms is an error message,
for example, the number of the error message can help you identify where the
problem originates. Or, if the problem is with a voice application, the
component of the application that is failing can help identify what part of the
software is not processing correctly.

Describing the state of the system


Once you have cataloged the symptoms, check the state of your WebSphere
Voice Response system; sometimes just doing this can reveal what is causing a
problem.

This section contains instructions for the following:


v Describing the system by using dtProblem
v Determining how much disk space is free
v Determining the maximum number of user processes the system can start
v Checking how much page space has been defined for the system to use
v Determining how many buffers are defined for system use
v Determining what levels of software have been installed
v Reviewing the error log
v Copying the error log to tape or diskette
Describing the system by using dtProblem
You can gather information about your system by using dtProblem. IBM
Support can then use that information to debug the problems that you are
experiencing.

6 Problem Determination
It is best to use dtProblem immediately after the problem occurs. It gathers
information about:
v The system configuration
v The level and type of products that are installed
v Users

To run dtProblem, log on to the user ID from which you run WebSphere Voice
Response.

Now type:
dtProblem outputdir

where outputdir is the directory into which you want to put the output file.
(dtProblem usually needs less than 4 MB of space on the output directory.)

On the output directory is a file called dtProblem.tar.Z, ready for


transmission to IBM Support. You can examine the file contents yourself. To
unpack the file, and extract the resulting files into the directory
dtProblem_dir, use the command:
zcat dtProblem.tar.Z | tar -xvf -

Collecting Java and VoiceXML environment specific information


If you have installed the Java and VoiceXML environment, you can gather
information about the Java and VoiceXML environment in your system by
using dtbeProblem. IBM Support can then use that information to debug the
problems that you are experiencing.

If the problem can be easily re-created, collect a trace. To do this:


1. Stop the Java and VoiceXML environment environment by running the
dtjstop command followed by the dtjshost -exit command.
2. Stop the trcserv process by running the trcserv -k command.
3. Create or edit the file /var/dirTalk/DTBE/native/aix/trcserv.ini and
add the following line:
trace.mode=3
4. Edit /var/dirTalk/DTBE/dtj.ini, and add the line trace.option=9
5. Restart the Java and VoiceXML environment environment by running the
command dtjshost followed by the dtjstart command. Trace is generated
in files:
/var/dirTalk/DTBE/dtj_logs/wvrtrace.*
6. Recreate the problem. The trace files are collected in dtbeProblem, there is
no need to send them to IBM separately. The trace.mode=3 line will force
the trcserv process to output trace all of the time. So after capturing the
problem you should revert to the original setting (or delete the file).

Chapter 2. Analyzing the problem 7


If support have requested a combined WebSphere Voice Response and Java
and VoiceXML environment trace you need to set trace.mode=5 in
trcserv.ini to redirect the Java and VoiceXML environment trace to a
WebSphere Voice Response AIX trace.
If you do this, to capture the trace output you need to run a standard
WebSphere Voice Response trace (by specifying, for example, trace -a -1
-L32000000 -T1000000). To format a WebSphere Voice Response trace with
Java and VoiceXML environment trace included, run this command:
print_trace | dtjtrcfmt > output file
7. Send output file to IBM support.

To run dtbeProblem automatically when a specified error is logged to the


VRBE log (.log) files or the WebSphere Voice Response trace (.trc) files, use the
dtjlogmon script. Refer to the section “dtjlogmon script” in the WebSphere
Voice Response: Deploying and Managing VoiceXML and Java Applications
manual for details.

To collect dtbeProblem data:


1. Logon as the WebSphere Voice Response userid (usually dtuser).
2. Type dtbeProblem /tmp to collect the dtbeProblem data. The file
/tmp/dtbeProblem... tar.Z is the output from dtbeProblem. Send
/tmp/dtbeProblem... tar.Z file to IBM support.
Determining how much disk space is free
WebSphere Voice Response includes both static and dynamic files. By default,
the static files are stored in the /usr file system. The dynamic files are stored
in the /home file system.

As part of the installation process, the dynamic files might have been moved
from /home to a different file system. Whichever file system is used, however,
if the directory in which the dynamic files are stored starts to run out of
space, WebSphere Voice Response might not perform as expected.

Checking disk space

The following instructions describe how to determine how much disk space is
available in each WebSphere Voice Response file system. For a complete
description of the WebSphere Voice Response file systems and information on
how to manage the files, see WebSphere Voice Response for AIX: Managing and
Monitoring the System. For information on moving the dynamic files to a
different file system, see WebSphere Voice Response for AIX: Installation.

To check the amount of free disk space, use the AIX operating system:
1. If no AIX window is open, open one by selecting an area on the screen
background and clicking AIX Login.

8 Problem Determination
2. Log onto the WebSphere Voice Response AIX account (usually dtuser).
The system displays the User Login menu.
3. Type 2 and press Enter.
The system displays the system prompt, which is usually a dollar sign ($).
4. Type df and press Enter.
The system lists all file systems and the amount of space (in KB) that is
free in each. The name of the file system is on the far right.

Using SMIT to increase the size of your file system:


1. Log on to AIX as root.
2. To use SMIT, type smitty and press Enter:
The system displays the System Management menu.
From menus that follow, click:
v —> System Storage Management (Physical and Logical Storage)
v —> File systems
v —> Add / change / show / delete file systems
v —> Journaled file systems
v —> Change / show characteristics of a journaled file system
The system displays a list of file system names.
3. Select the name of the file system that you want to change:
The system displays the change / show characteristics of a journaled file
system menu
4. Change the number in the SIZE of file system field to the size you
want for the file system.
5. Click the Do button.
Determining the maximum number of user processes the system can
start
The number of user processes that WebSphere Voice Response can start
determines how much processing WebSphere Voice Response can perform. If
the system is extremely busy and it cannot start enough processes to handle
all the requests for service by component programs, the result may be a
problem. For example, WebSphere Voice Response might not initialize.

Checking user processes

To check the number of user processes defined for your system, you can use
either an AIX command or SMIT.

Using AIX:
1. Log on to AIX as root.

Chapter 2. Analyzing the problem 9


2. Type the following command and press Enter:
lsattr -E -l sys0
The character l in the command is a lowercase L (for logical device), not the
number 1.
The number next to maxuproc is the value to which the parameter is set.
3. To change the maximum number of user processes, type the following
command and press Enter:
chdev -l sys0 -a maxuproc=###
where ### is the maximum number of processes. For example, the
command to reset the maximum number of processes to 150 looks like
this:
chdev -l sys0 -a maxuproc=150
The character l in the command is a lowercase L (for logical device), not the
number 1.
The system changes the upper limit on user processes to the number you
indicate, and stores the changed parameter in the database.

Using SMIT:
1. To use SMIT, type smitty and press Enter:
The system displays the System Management Menu.
2. Click System Environments.
The system displays the System Environments Menu.
3. Click Change/Show Characteristics of Operating System.
The system displays a list of characteristics. Note the number next to
Maximum Number of Processes Allowed Per User.

To calculate the number of user processes WebSphere Voice Response requires,


and instructions on how to increase the maximum number of user processes,
see WebSphere Voice Response for AIX: Installation.

Using this information

To calculate the number of user processes WebSphere Voice Response requires,


and instructions on how to increase the maximum number of user processes,
see WebSphere Voice Response for AIX: Installation.
Checking how much page space has been defined
To move information into and out of active memory, WebSphere Voice
Response uses space on the hard disk, defined as page space. When WebSphere
Voice Response does not have enough page space, the system might not be
able to process information correctly.

10 Problem Determination
Checking page space
To check the amount of page space that is defined for WebSphere Voice
Response to use, you can use either an AIX command or SMIT.
1. Log on to AIX as root.
2. Determining the size of a logical partition: The unit of measure for page
space is logical partitions. All logical partitions are the same size (usually 2
or 4 MB). To determine the size of each logical partition, type the
following command and press Enter:
lslv hd6
The system displays a list of characteristics in columns. The first column
starts with the identification of the logical volume (in this example, hd6).
The second column contains an entry labeled PP size. The number next to
this is the size of a logical partition.
3. Determining the existing page space: Type the following command and
press Enter:
lsps -a
The system displays the number of paging spaces defined and the size of
each page space logical volume.
4. Calculating how many logical partitions to add : Note how much page
space is currently defined for the volume that needs a larger amount of
page space.
If you need to increase the page space by 40 MB, and the size of a logical
partition is 2 MB, you need to add 20 logical partitions. If the size of a
logical partition is 4 MB, you need to add 10 logical partitions.

Increasing page space

You can increase the page space in 2 ways:


v Add logical partitions to the existing page space
v Create a new page space

Adding logical partitions:

Type the following command and press Enter:


chps -s ## @@@

where ## is the number of logical partitions to add and @@@ identifies the
logical volume. For example,
chps -s 9 hd6

The system adds 9 logical partitions to the logical volume hd6.

Chapter 2. Analyzing the problem 11


Creating new paging space:

Type the following command and press Enter:


mkps -s ## -n -a volume_group_name

where ## is the number of logical partitions for the new page space. For
example,
mkps -s 10 -n -a volume_group_name

The system creates a new page space containing 10 logical partitions on the
logical volume named by volume_group_name.

Using this information

WebSphere Voice Response requires page space equal to at least twice the
amount of RAM in the system. For optimum performance, and assuming you
have enough disk space available, define 256 MB of page space.

For instructions on how to increase the amount of page space, see WebSphere
Voice Response for AIX: Installation.
Determining how many buffers are defined for system use
WebSphere Voice Response uses buffers to hold the components of voice
applications and also to pass data between processes. Some of the buffers,
which are used to hold voice segments, are allocated in cache memory. If the
system uses all the available buffers, processing degrades.

Checking on buffers

Use the System Monitor and the DTmon command (see WebSphere Voice
Response for AIX: Managing and Monitoring the System) to find out how many
buffers WebSphere Voice Response is configured to use. If the system does not
have a suitable number of buffers available, it might not be able to process
correctly. Alternatively, use the following procedure:
1. Log on to WebSphere Voice Response.
2. Displaying the number of buffers: Click Configuration
3. Click System Configuration
4. Click Browse
The system displays the names of the WebSphere Voice Response
parameter groups.
5. Click Application Server Interface (ASI).
The system lists the parameters in the ASI parameter group, showing the
current value for each parameter.

12 Problem Determination
6. Look at the value next to Maximum Cached Buffers. This number
indicates how many buffers are allocated for the voice cache memory. To
calculate what the value of Maximum Cached Buffers should be, see
WebSphere Voice Response for AIX: General Information and Planning.
7. Look at the value next to Number of Pool Buffers. This number indicates
the total number of buffers that the system can use (including the number
in cache).

Using this information

Each buffer requires 4 KB of random access memory (RAM). Set the value of
Number of Pool Buffers to the highest value possible, minus the value of
Maximum Cached Buffers.

For instructions on how to reset the value of a system parameter, see


WebSphere Voice Response for AIX: Configuring the System.
Determining what level of software is installed
Use the AIX command lslpp to find out what versions of the software and
telephony hardware microcode are installed on your WebSphere Voice
Response system. If you call IBM Support, the support representative will ask
you for this information.

You can determine the level of software you have installed by using the lslpp
command. For example, to see what WebSphere Voice Response filesets are
installed, login to AIX as root, type the following command, then press Enter:
lslpp -l dirTalk*

The installed WebSphere Voice Response filesets are displayed.


Reviewing the error log
WebSphere Voice Response automatically maintains a file in which it logs all
errors that occur while the system is running. The file is called errorlog, and
it is stored in $OAM_LOG_PATH.

For more information:


v About the error log, see WebSphere Voice Response for AIX: Configuring the
System.
v About interpreting the messages, see Chapter 5, “Introducing the
WebSphere Voice Response alarm messages,” on page 107.
v About the messages themselves, see Appendix B, “WebSphere Voice
Response messages identified by number,” on page 173.

Review the contents of the error log by using the AIX editor.

Chapter 2. Analyzing the problem 13


1. Logging on: If no AIX window is open, open one by selecting an area on
the screen background and clicking AIX Login.
2. Log onto the WebSphere Voice Response AIX account (usually dtuser) .
The system displays the User Login menu.
3. Type 2 and press Enter.
The system displays the system prompt, which is usually a dollar sign ($).
4. Changing to the correct directory: Type the following command and press
Enter:
cd $OAM_LOG_PATH
5. To check whether the error log is present, type ls errorlog and press
Enter.
The system lists the error log file that is in the directory.
6. Opening the error log: Type the following command press Enter:
view errorlog
The system displays the contents of the error log. The view command
allows you look at the file, but not to make changes to it.
7. Use view to review the contents of the file.
8. Closing the file: Press Shift ZZ
The system closes the file and redisplays the system prompt.
Copying the error log to tape or diskette
Sometimes you need to copy the error log to tape or diskette. For example,
the IBM support representative might ask for a copy of the file to help
determine the cause of a problem.

To copy the error log, use the AIX tar command. You need the name of the
device (tape drive or diskette drive) to which the file will be written.

If the error log file is very large, or if there are many error log files, you
should compress the files (by using the AIX compress command) if you are
going to save them on a low density medium such as a diskette.
1. Logging on: If no AIX window is open, open one by selecting an area on
the screen background and clicking AIX Login.
2. Log onto the WebSphere Voice Response AIX account (usually dtuser).
The system displays the User Login menu.
3. Type 2 and press Enter.
The system displays the system prompt - usually a dollar sign ($).
4. Changing to the correct directory: Type the following command and press
Enter:
cd $OAM_LOG_PATH
5. To check on the correct name of the file, type ls err* and press Enter.

14 Problem Determination
The system lists the error logs that are in the directory. The current file is
called errorlog. The history files have a date appended to the file name.
6. Copying the file: Type the following command, replacing the xxx with the
device name and the ######## with the name of the error log file that you
want to copy.
tar -cvf/dev/xxx ########
The system copies the file to the tape or diskette that is loaded in the
device specified by the command.

Before you call IBM Support


IBM Support can provide assistance if you encounter any problems. Before
you call, however, make sure you have cataloged the symptoms, know the
state of the system, and have documented the problem. Also be prepared to
assign a severity level to the problem. You can then give the support
representative all the necessary information.

To help in diagnosing a problem, IBM Support might ask you to provide trace
information. There are two types of trace that can be produced from a
WebSphere Voice Response system:
v System-level trace
v Binary trace
Capturing a system-level trace
It is sometimes useful to run a system-level trace, to get details of what is
happening to the signaling bits on the telephone channels.

If there is a lot of activity on the system, the system trace will be large and
more difficult to interpret. If possible, take the trace on a system with low
activity (if you can reproduce the problem there).

Before taking a trace, check that there is enough free space in the file system
for the trace file. The default trace file size is 1280 KB, but this can be
increased, for example to over 10 MB. The trace file is stored in the
/var/adm/ras directory, which must have enough space for the size of trace
file required. The default value is big enough for a short trace, but 8 MB is a
typical value for a system that has a lot of activity.

If you need to take a longer trace, perhaps to investigate an infrequently


occurring problem, you must allocate a larger amount of space to the trace
file. For example, 50 minutes of trace information for a system at moderate
load might require over 40 MB.
1. To log on before starting the trace: If no AIX window is open, open one
by selecting an area on the screen background and clicking AIX Login.
2. Log onto the WebSphere Voice Response AIX account (usually as dtuser).

Chapter 2. Analyzing the problem 15


The system displays the User Login menu.
3. Type 2 and press Enter.
The system displays the system prompt - usually a dollar sign ($).
4. To start the trace: Type the following command and press Enter:
trace -1 -L 8000000 -T 1000000
v For a short trace, the -L and -T options can be omitted.
v The -L option gives the trace file size in bytes. The default is 1280 KB. In
the example above it is set to 8 MB.
v The -T option gives the size of the trace file buffer in memory in bytes.
The default is 128 KB, and the maximum size is 1 MB, as used in the
example above.
The system displays the > prompt.

Note: By default, the trace command creates the trace file in the directory
/var/adm/ras, with a filename of trcfile.1. You can use the additional
option -o to change the location and filename of the trace file. For
example:
trace -1 -L8000000 -T1000000 -o /home/dtuser/tracefile

Remember to ensure that there is sufficient space in whichever location


you decide to use.
5. Perform the action on WebSphere Voice Response that causes the problem
you want to trace.
6. To stop the trace: Wait a short time to allow the actions to complete.
The system displays the > prompt.

Note: Although the default is for the trace command to run in an


interactive mode, for long traces you might find it useful to run tracing in
the background, thereby returning the command line prompt immediately
and allowing you to perform other tasks. To do this, use the -a option on
the trace command, as in the following example:
trace -1 -a -L8000000 -T1000000

In order to stop the trace using this asynchronous mode, enter the
command trcstop -1.
7. Type the following command and press Enter:
q
By default, the system writes the unformatted trace into a file in the
/var/adm/ras directory. These files are named trcfile.*, and they are in
binary format.
8. To save the trace in a file: Type the following command and press Enter:
print_trace > <filename>

16 Problem Determination
The system writes the formatted trace, in ASCII format, into the file name
given in the command. The command assumes that you are using the
default file trcfile.1 in /var/adm/ras. If you created a different trace file in
/home/dtuser as described in step 4 above, then the new syntax would
be:
print_trace /home/dtuser/tracefile > formatted.trace
What files and information do I need to send to IBM Support if I have
taken a system trace?
Send the file or files that have been formatted by using the
print_trace command (see the procedure described in, “Capturing a
system-level trace” on page 15). These files are in ASCII format, so
take care to keep this format if they are transferred to another type of
operating system.
Alternatively, you might be asked to send the files that were created
in the /var/adm/ras directory. These files are named trcfile.*. Look
at the time and date of the files to determine which file (or files) you
want. These files are in binary format, so take care to keep this format
if you transfer them to another type of operating system.
You should include details of the version of WebSphere Voice
Response you are using, and details of any patches or PTFs that have
been applied.
Also include a description of the actions WebSphere Voice Response
was performing when you took the trace, and what happened when
the problem occurred. For example, you might say:
v Called into channel 5 (number = 408 555 1234)
v Tried to transfer to a busy phone (number = 408 555 5678)
v Application hung up after 30 seconds because it did not detect that
the phone was busy, and timed out
If there is more than one failure mode, try to take a separate trace for
each mode.
For more information about taking system traces see AIX: Technical
Reference: Base Operating System and Extensions Volume 2.

Using WebSphere Voice Response AIX system trace event


Ids

Table 1 on page 18 lists the AIX system trace event ID that WebSphere Voice
Response uses. If you want to trace only specific events, there is a -j option on
the AIX trace command which, when used with the event IDs listed below,
allows you to restrict tracing to only those events.

Chapter 2. Analyzing the problem 17


Table 1. AIX system trace event IDs used by WebSphere Voice Response
Event Subsystem
ID ID Location Users ID string
34F 0 User Servers
450 0 Kernel Device driver
451 0 Kernel Signaling driver
456 0 User CHP
456 1 User CHP manager
456 2 User Custom Server API CA_LIB
456 3 User VP library VPLIB
456 4 User Prompt manager PROMPTM
456 5 User Cache CACHEM
456 6 User State table STATEM
457 0 User OAM
457 1 User SDI
457 2 User ERROR_ENROLL ERROR_ENROLL
457 3 User Buffer pool BufPool
457 4 User Hardware configuration ADAPTUPDT
458 0 User Performance — file system PLT
458 1 User Performance — databases MBS
459 0 User Signaling interface SIGLIB
459 1 User SMSI signaling process
459 2 User ACL signaling process
459 3 User Signaling daemon SL_DAEMON
459 4 User ISDN signaling process ISDN

Capturing binary trace


The binary trace runs by default at a very low level, so that it can capture any
basic first-failure data if a problem arises. The binary tracing system combines
trace data into one contiguous store, and is used for tracing Java and
VoiceXML components as well as some custom servers. As described below,
two separate configuration files are used to set the default tracing level and
the method by which the system stores the trace data. All the trace data is
stored in binary format into a memory buffer, and also to disk in a managed
list of files, which are limited to a configurable maximum amount of disk
space. Once this space is used, the oldest file is discarded and reused.

18 Problem Determination
Configuring the trace
You can either use dtjit to configure the trace (refer to the help for dtjit for
more information) or follow the instructions below to configure the trace
manually.

To set the tracing level for the Java and VoiceXML environment, edit the file
$DTJ_HOME/dtj.ini to include the line
trace.option=<trace_level>

In the absence of this value being set, a default trace level of 2 is used.

After you have updated the file, you must restart the Java and VoiceXML
environment environment for the changes to take effect.

To set the tracing level for any other code (such as custom servers), edit the
file $DTJ_HOME/native/aix/trcserv.ini to include the line
trace.option=<trace_level>

You do not have to restart any programs after changing trcserv.ini, although
you do need to run the command trcserv -ry. This resets the trace server so
that it picks up any new settings.

In both the above cases, <trace level> is an integer that can be set to the
following values:
0 All tracing off
1 All tracing off
2 Core trace points and errors only. It is recommended that trace level 2 is
used for the first pass of tracing.
3 As for 2, plus important trace points and function entry/exit only (minor
trace points and trace points with data excluded)
4 As for 2, plus important trace points (loop and CPU intensive trace points
excluded)
5 As for 2, plus important trace points, no exclusions
6 As for 5, plus warnings
7 As for 5, plus function entry/exit
8 All trace on (loop and CPU intensive trace points excluded)
9 All trace on

There are other useful parameters that can be set (in the trcserv.ini file only) to
alter the way in which the tracing works.

Chapter 2. Analyzing the problem 19


v To change the way in which trace data is stored include the line:
trace.mode=<mode_number>

where mode_number can take the following values:


1 All trace data is written to memory buffer only. This is the default value
and is recommended for the first pass of tracing.
3 Trace data is written to memory, but continuously written out to disk in
chunks.
5 All trace data is written to the AIX system trace instead. For this mode,
the raw binary data is written to the AIX trace buffer instead of the
binary trace system's own files. Because of this, you need to run an AIX
system trace to capture the trace data, and then use the command
print_trace | dtjtrcfmt > <filename> to format the trace correctly.
v To alter the amount of disk space to be used for storing binary trace files
include the line:
trace.max.disk=<number_of_kilobytes>

When this limit is reached, the oldest file is discarded and reused. Each file
is typically 5 MB in size and has a naming convention of
wvrtrace.<num>.trc, where <num> is an integer between one and the
number of files that make up the maximum disk limit (the default is 100
MB). Trace files are stored in the directory $DTJ_HOME/dtj_logs.

The trace server memory buffer can be flushed to disk on demand by using
trcserv -f command. This causes any trace data that was not previously
written in the current memory buffer to be written to disk.

Collecting the trace

The process for collecting binary trace is as follows:


1. To start the trace: Either edit the appropriate configuration files (as
described above) to have trace run automatically, or use the following
command:
dtjtrcmod <trace_level>

This command sets the trace level dynamically, without requiring a restart
of any program that uses this tracing system.
The trace mode should also be set to 3 to enable continuous data output to
be collected. Depending on how busy the system is or the level of trace
that is set, there may be a large amount of trace data created, and as a
result the maximum disk space parameter may need to be increased to

20 Problem Determination
allow enough data to be captured. Also, you should monitor the extra
CPU load that the system will experience if it is running at the highest
trace level (9).
2. To stop the trace: Enter the command dtjtrcmod 0. This turns off all
binary tracing.
3. Enter the command trcserv -f to flush any remaining trace data from
memory to disk
4. To format the trace data: In the trace output directory
($DTJ_HOME/dtj_logs), enter the command
dtjtrcfmt wvrtrace.<n>.trc > <output filename>

or
dtjtrcfmt -o <output_filename> wvrtrace.<n>.trc

The output file contains the trace output in UTF-8 readable form.
5. Sending data to IBM Support: The dtbeProblem tool collects all the
binary trace files. However, if you have been specifically asked to run a
binary trace, then collect all the binary trace files that have been created,
and send them unformatted together with the dtbeProblem output data.
Documenting your problem
You should document any problem you might have with WebSphere Voice
Response, for the following reasons:
1. The more information you can provide to the support center, the more
easily and quickly IBM can help you.
2. Accumulating information about a problem can help you track it, and will
also be helpful if a similar problem ever occurs.

Capture as much of the relevant information as you can. “Copying the error
log to tape or diskette” on page 14 describes how to capture the contents of
the WebSphere Voice Response error log. Other means of capturing
information include the call detail record log, the DTstatus.out file, and
NetView® for AIX. WebSphere Voice Response for AIX: Configuring the System
describes how WebSphere Voice Response captures and stores information
that can assist you in documenting problems.

For more information on the DTstatus.out file, the call detail record log, see
WebSphere Voice Response for AIX: Configuring the System.

Core file

The existence of a recent core file indicates that the system is having a
problem. Although you cannot solve the problem by yourself, IBM Support
will need to know that the core file exists. The support representative can

Chapter 2. Analyzing the problem 21


describe to you the steps you need to take.

Core file size

Some processes in WebSphere Voice Response set the SA_FULLDUMP flag so


that the entire user data area is dumped when a core file is created. The
default limit for a core dump is 1 MB (2,000 blocks), and because the user
data area is typically larger than this, you must increase this limit so that core
files are not truncated. Set this limit to 10 MB, because although core files are
infrequent, it is important that all the information is captured for problem
determination.

You can modify this limit by changing /etc/security/limits when


WebSphere Voice Response is installed, or you can simply check that it is
already set to a reasonably large value. The field you need to check or change
is core. Add the following to /etc/security/limits, if it is not already there:
dtuser:
core = 20480

Looking for a recent core file

Most WebSphere Voice Response processes run with $VAEBIN as the current
directory. If such a process encounters an exception, it creates a core file in
$VAEBIN. Only the root user can write to $VAEBIN, so during WebSphere
Voice Response installation the directory /var/adm/ras/dirTalk, and the
symbolic link $VAEBIN/core are created. Using the $VAEBIN/core symbolic link,
and the /var/adm/ras/dirTalk directory, any WebSphere Voice Response
process can write a core file without root privilege. The $VAEBIN/core
symbolic link is used by IBM Support to debug the problem that caused the
core dump, so do not remove it.

When a core file is created by a WebSphere Voice Response process, it is


written to the /var/adm/ras/dirTalk directory and has the name core.owner,
where owner is the name of the process that created the core file.

There are two ways to determine whether a core file exists. The first and most
direct way is to:
1. Login to AIX, using any valid userid.
2. Change directory to /var/adm/ras/dirTalk.
3. List the files by using the command: ls -l core.*
If files exist that match the file pattern core.* and they have a recent date
and time stamp, call IBM Support.

22 Problem Determination
The second way uses the AIX error logging facility to notify the WebSphere
Voice Response system administrator when a WebSphere Voice Response
process creates a core file. This is achieved by creating a shell script called
coredump_notify_exit.sh in dtuser’s home directory. If this file exists and can
be run, it is called each time a core file is created. You can use this script to
send mail to the system administrator. A sample shell script called
coredump_notify_exit.sample is provided in the /usr/lpp/dirTalk/sw/
samples directory.

vaeinit.log and vaeinit.nox.log

Information that you see on the screen when you start WebSphere Voice
Response (either by logging on to the userid dtuser, or from inittab when
your system is restarted) is kept in either vaeinit.log or vaeinit.nox.log.

Each time you start WebSphere Voice Response the previous log file is
overwritten. Only one file is kept, so you see either vaeinit.log or
vaeinit.nox.log in the home directory.

This log might be useful if errors occur when you are using a terminal where
scroll bars are not available, or during system startup when the output
normally goes to a console display that is running in graphics mode, and
errors scroll off the screen before you can note all the information. To see any
messages you have missed, you can view the log file.

The vaeinit.log file is created when you start WebSphere Voice Response
from the WebSphere Voice Response userid (usually dtuser).

The vaeinit.nox.log file is created when you start WebSphere Voice Response
from inittab when your system is recycled. This file is also created when
WebSphere Voice Response starts automatically after a power failure.
Determining problem severity
If you cannot solve the problem yourself, IBM Support assigns a severity level
to the problem. The possible severity levels are 1 (most severe) through to 4
(least severe).

Chapter 2. Analyzing the problem 23


Severity 1 Critical business impact

This indicates that you cannot use WebSphere Voice


Response, resulting in a critical impact on operations. This
condition requires an immediate solution.

For example, if WebSphere Voice Response does not answer


the telephone correctly, or voice applications cannot run
because the 3270 servers cannot use the sessions configured
for them, you have a severity 1 problem.

Severity 2 Significant business impact

This indicates that WebSphere Voice Response is usable but is


severely limited.

For example, if you can run only a small subset of your voice
applications, you have a severity 2 problem

Severity 3 Some business impact

This indicates that WebSphere Voice Response is usable with


less significant features (not critical to operations)
unavailable.

For example, if voice applications are running correctly, but


the system is not collecting all the report statistics, you have a
severity 3 problem.

Severity 4 Minimal business impact

This indicates that the problem has little impact on operations


or that you have found a temporary work-around.

If the severity of the problem changes, you can increase or decrease it by


calling the IBM support center.
Reporting a problem with a C-language program
If you have a problem with a custom server that you developed, use custom
server tracing to determine whether the problem is in your code. Custom
server trace is described in WebSphere Voice Response for AIX: Custom Servers.

If you have a problem with a signaling process that you developed, use
signaling interface tracing to determine whether the problem is in your code.
Signaling interface trace is described in WebSphere Voice Response for AIX:
Programming for the Signaling Interface.

24 Problem Determination
If you have a problem with a program that uses WebSphere Voice Response
C-language subroutines, and you need help from IBM Support, you must
provide a test case that contains no copyrighted code. This applies to:
v Custom servers that use the CA_ subroutines
v Signaling processes that use the sl_ subroutines

If all your code is copyrighted, send the binary files only. They are sufficient
in most situations to isolate the cause of the problem. Alternatively, create a
test case that contains no copyrighted code.

Running hardware diagnostic procedures


WebSphere Voice Response for AIX supports one type of PCI adapter board:
The IBM Quad Digital Trunk Telephony PCI Adapter (DTTA) The adapter
performs voice processing functions and interfaces with the T1 or E1
telephony trunks.

For more information about either the DTTA, refer to the IBM Quad Digital
Trunk Telephony PCI Adapter (DTTA): Installation and User's Guide.
Adapter feature codes
The Feature Codes for the DTTA are 6312 and 6313. The 6313 includes a short
Blind Swap Cassette (BSC) which is required for installing the DTTA in
machines that use the BSC (for example, the pSeries 650-6M2). The only
additional hardware that may be required specifically for the DTTA are the
H.100 cables. The DTTA uses standard RJ45 cables for connection to telephony
networks. The RJ45 cables are not provided by IBM but can be bought
separately.
DTTA device driver
The device driver for the DTTA is included with WebSphere Voice Response.
Before installing the DTTA adapters, you should ensure that WebSphere Voice
Response is installed.

After installing WebSphere Voice Response, and the DTTA device drivers, you
need to run a machine power cycle, reboot, or run the cfgmgr command to
configure the adapters.

To check that the DTTA is installed, type the following command:


lsdev -C | grep rpq

This will display a list of the installed adapters and associated device drivers.
Here is an example of what you would see if four adapters were installed:
rpqio0 Available 1H-08 Quad Digital Trunk Telephony PCI Adapter
rpqio1 Available 1V-08 Quad Digital Trunk Telephony PCI Adapter
rpqio2 Available 1Z-08 Quad Digital Trunk Telephony PCI Adapter

Chapter 2. Analyzing the problem 25


rpqio3 Available 1D-08 Quad Digital Trunk Telephony PCI Adapter
ddrpqio0 Available 1H-08-00 Digital Telephony Device Driver
ddrpqio1 Available 1V-08-00 Digital Telephony Device Driver
ddrpqio2 Available 1Z-08-00 Digital Telephony Device Driver
ddrpqio3 Available 1D-08-00 Digital Telephony Device Driver

The first column of the listing shows the name of the item.
rpqioadapter_number is a Quad Digital Trunk Telephony PCI Adapter (DTTA)
and ddrpqioadapter_number is the associated device driver (where
adapter_number is the number of the adapter).

The second column shows whether the adapter and device driver have been
correctly configured. Both should be shown as Available (the Defined state
means that the adapter has not been detected or configured, or that the device
driver has not been configured correctly).

The third column gives the slot position for the adapter. Refer to the manual
for your pSeries system for the meanings of this field.

The fourth column describes the item listed in the row.

For WebSphere Voice Response to recognize the DTTA adapters, and to


determine whether WebSphere Voice Response is running as T1 or E1, the
dt_setowner command has to be issued for each adapter (see WebSphere Voice
Response for AIX: Installation for more information).

To check that conditions are correct to start WebSphere Voice Response, type
the command:
lsdev -C | grep dtline

AIX will display something like this:


dtline0 Available 1H-08-01 DTTA E1
dtline1 Available 1V-08-01 DTTA E1
dtline2 Available 1Z-08-01 DTTA E1
dtline3 Available 1D-08-01 DTTA E1

where there is one dtlineadapter_number device for each adapter and


associated device driver (and where adapter_number is the same as in
rpqioadapter_number for the adapter).

To determine the positioning of the physical adapters within a machine, run


rpqtest diagnostics (for more information, see “Running diagnostics on the
DTTA” on page 27). The orange LED at the bottom of the card will flash at
the start of running the diagnostics. This is the easiest way of finding out in
which slot an adapter is located in. Diagnostics also need to be run after
installing your adapters and before starting WebSphere Voice Response.

26 Problem Determination
If you do not see your DTTA as being available, or if you have been
experiencing problems that indicate a possible adapter fault, see “Diagnosing
unrecognized DTTAs on PCI systems.”

Ensure that if you have more than one adapter installed, there is an H.100
cable connecting all adapters together. If you have more than two adapters
installed, the H.100 termination jumper should be moved for those adapters
which are not at the end of the cable.
Diagnosing unrecognized DTTAs on PCI systems
If the lsdev -C | grep rpq command lists any adapters as Defined, or it does
not list an installed adapter, this adapter is not recognized by your system. In
this situation, do the following:
1. Turn off the computer.
2. Remove the unrecognized adapter.
3. Check for any obvious change. Check that the base and daughter cards are
firmly plugged together.
4. Reinstall the adapter into the same card slot that it was removed from (for
more information see WebSphere Voice Response for AIX: Installation).
5. Turn on the computer.
6. Login as the root (or obtain superuser privileges) if you have not already
done so.
7. View the installed adapters (using lsdev -C | grep rpq).
8. If it is still not recognized as Available, replace the adapter.
9. Repeat Steps 1 through 5 of this procedure for any other adapters your
system does not recognize.
Running diagnostics on the DTTA
Ensure WebSphere Voice Response has been shut down before running
hardware diagnostics (otherwise WebSphere Voice Response will experience
unexpected failures).

To run DTTA hardware diagnostics, do the following:


1. Login as the root (or obtain superuser privileges) if you have not already
done so.
2. To set up the diagnostic test environment, type the following command,
then press Enter:
export RPQPATH=/usr/lpp/devices.iop_rpq

then type the following command, and press Enter:


export PATH=$PATH:/usr/lpp/devices.iop_rpq/bin

this may take a few minutes.

Chapter 2. Analyzing the problem 27


3. To test an adapter once, type the following command, then press Enter:
rpqtest adapter_number 99 -I

Where adapter_number is the card number corresponding to


rpqioadapter_number. You will be asked to confirm the PCI Mezzanine
Connector (PMC) ID (this should be 0xa1331). rpqtest will proceed
through the testing. If the diagnostics do not find any problems with the
adapter, they will end with the message Test completed.
4. To test a single adapter continuously until it has stopped, add the -C
option to the previous command, as follows:
rpqtest adapter_number 99 -I -C

where adapter_number is the card number corresponding to


rpqioadapter_number. This is a good reliability test.

Note: rpqtest does not require wrap plugs to be installed on the


telephony (RJ45) interface.
5. You should repeat rpqtest for each adapter in the system to make sure
that the hardware is working.
6. If any test fails, the most likely cause is a faulty adapter which should be
replaced.

Note: For the DTTA, the Field Replaceable Unit (FRU) is the entire adapter.

Diagnosing telephony line errors


This section describes telephony line errors and their typical causes.
What causes telephony line errors?
Loss of signal (LOS, SL)
This is most likely caused by a break in the wiring between a DTTA
on your WebSphere Voice Response system and the network or the
switch. Check all connections and cables, replacing cables where
necessary. If the problem persists, contact your network service
provider.
BPV (bipolar violation), ER (error rate)
High error rates can be caused by a noisy line. Check all connections
and cables, replacing cables where necessary. If the problem persists,
contact your network service provider.
Other errors
If communication problems exist between WebSphere Voice Response
and the network, check your configuration, because the most likely
cause is a mismatch in configuration; for example, a line protocol.

28 Problem Determination
Diagnosing telephony line errors on the DTTA
For DTTA systems, if there is a trunk alarm error, the hardware alarms can be
displayed by using the _alarms utility from the $VAE/tools directory. To use
this utility, type the following command, and press Enter:
$VAE/tools/DTTA_alarms

The utility displays a continuous stream of hardware alarms. These alarms are
also shown in the WebSphere Voice Response System Monitor, after a short
delay.

Note: The DTTA does not have LEDs on the backplate to indicate trunk
alarms.

Using debugrec to record input and output


The debugrec voice recording tool considerably simplifies what is required to
take a diagnostic recording of voice input and output on specific telephony
channels or an adapter trace. debugrec provides additional functionality
compared with the debugmon utility described in WebSphere Voice Response for
AIX: Voice over IP using Session Initiation Protocol.

debugrec is shipped as a single executable in the /usr/lpp/dirTalk/devives/


dtqa_bin directory.

debugrec can operate in one of three modes:


v Continuous recording to a stereo .wav file, with voice input recorded on the
right-hand channel and voice output recorded on the left-hand channel.
v Continuous recording of voice input and output to separate vrec* files.
v Circular recording to a 25 second capacity buffer on the adapter.

Syntax
debugrec trunk channel [option]

where:
trunk The WebSphere Voice Response trunk number in the range 1 to 16 (as
displayed on the WebSphere Voice Response System Monitor).
Mandatory
channel
The WebSphere Voice Response channel number (as displayed on the
WebSphere Voice Response System Monitor). Mandatory
option One of the following optional parameters or omitted (default):
-v debugmon option v compatibility. Recording is continuous (until

Chapter 2. Analyzing the problem 29


stopped) to three (DTTA) or four (DTNA) files in the /tmp/
directory. File names are of the form vrec*.
-a debugmon options 8 and 9 compatibility. Recording is done to a
25 second capacity circular buffer on the adapter. Adapter DSP
commands and status are also recorded. Files with the name
format trace_rec* are created in the /tmp/ directory.

By default (no option), recording is continuous (until stopped) and a stereo


8KHz A-law or µ-law .wav file is created, where the left channel is 'line out'
(what WebSphere Voice Response is playing to the line) and the right channel
is 'line in' (what WebSphere Voice Response is receiving from the line). The
file name used for the recording is /tmp/vrec_line_stereo.wav. All other
parameters required by the tool such as the adapter type and trunk type are
obtained automatically from WebSphere Voice Response internal configuration
information.

Usage

For most problems, the default option (stereo .wav file) will be all that is
required as it simply records what WebSphere Voice Response is sending to
and receiving from the specified telephony channel. In some cases, IBM
support may request that the -a option is used to record additional internal
information which will hopefully allow IBM to diagnose the cause of a
problem.

30 Problem Determination
Chapter 3. Solving WebSphere Voice Response problems
This chapter describes how to solve some common problems.

The problems are divided into four categories:


v “Problems found during installation or system startup” on page 33 are
problems that occur when you start the WebSphere Voice Response
hardware or software, either for the first time, or when you have recycled
the system.
v “Network problems” on page 44 are problems that occur when WebSphere
Voice Response tries to access the telephone or data communications
network.
v “Problems found while running voice applications” on page 59 are
problems that occur when voice applications do not run correctly, either in
test or production.
v “Performance and other general problems” on page 83 are general
performance problems and other problems that do not fit into one of the
other categories.

How to use this information


Each problem is identified by the main symptom. For example, one of the
problems is identified as “Welcome window does not display”. When you
look at the problem description, you see an explanation of the situation in
which the problem occurs and the actions you should try in order to resolve
it.

Before you try any of the actions, always check the WebSphere Voice
Response error log for alarm messages. First, use the information provided in
the message and the information given in Appendix B, “WebSphere Voice
Response messages identified by number,” on page 173 to try to resolve the
problem. If the problem persists, read through all of the suggested actions
before you take further action—some of them might not apply to your
situation.

Many of the actions are described in terms of using the WebSphere Voice
Response Welcome window, its menus and sub-windows:
v The Pack Configuration and System Configuration options on the
Configuration menu are used to check and set system parameter values
that affect the operation of the system.

© Copyright IBM Corp. 1991, 2013 31


Attention: If you use System Configuration to change telephony-related
parameters, do not later use Pack Configuration to reset the
Country/Region, Trunk Parameters, Switch Type, or Line Signaling because
this resets the telephony configuration.
v The System Monitor on the Operations menu is used:
– To display systems, trunk and channel status
– To display alarms and the messages about them
– To control trunks and channels while the system is running
v The State Tables option on the Development menu is used to check the
details of voice applications.

Other options are also mentioned in this chapter. For a brief overview of the
whole interface, see WebSphere Voice Response for AIX: General Information and
Planning. For information about the mechanics of the user interface, see
WebSphere Voice Response for AIX: Installation.

You do not have to use the windows if you do not have access to a suitable
display. You can use the ASCII console from an ASCII terminal that is
connected, either locally or remotely, to your system. Type AC on the
command line while WebSphere Voice Response is running. You can then
perform many of the system management actions that the Welcome Window
Configuration, Administration, and Operations menus offer.

Alternatively, you can use an SNMP-compliant system management


application to monitor and control your system. For more information about
use of the ASCII console and remote system management, see WebSphere Voice
Response for AIX: Managing and Monitoring the System.

Note: You cannot perform the Development actions remotely. You must use
the Development menu on the Welcome Window for these.

Each problem also includes one or more references to WebSphere Voice


Response books. The referenced information provides additional information
that can help you avoid the problem in the future.

When nothing works


If you try all the suggestions and still cannot solve the problem, try recycling
WebSphere Voice Response. Sometimes shutting the system down and starting
it up again causes temporary problems to disappear.

If nothing works, call IBM support. Ensure that you read Chapter 2,
“Analyzing the problem,” on page 5 first and collect any information you
might not already have available. Then you are ready to talk to the support
representative.

32 Problem Determination
Problems found during installation or system startup
This section describes what to do when you find one of the following
installation or system startup problems:
v “WebSphere Voice Response software does not start to initialize”
v “Fileset consistency warnings are displayed on startup” on page 35
v “Welcome window does not display” on page 36
v “DB2 error SQL6048N is generated when attempting to start WebSphere
Voice Response” on page 37
v “WebSphere Voice Response reports "SQL1042C with SQLSTATE=58004"
error” on page 38
v “The startup of WebSphere Voice Response takes longer than normal and
generates errors” on page 38
v “The windows on an Xstation are displayed in the wrong font” on page 39
v “restoreDT returns with an error from the "tar -xhv -f" command” on page
39
v “BrooktroutFax Adapter TR114 failure” on page 39
v “Failed to start Voice Response node - error_id 21004” on page 40
v “The ricdiag utility fails following a mksysb restore” on page 40
v “Error occurs when logging onto WebSphere Voice Response GUI after
running mksysb” on page 41
v “DTSNMPD_START fails to start after upgrading AIX” on page 41
v “Running vae.setenv produces DB2 errors” on page 42
v “Database error occurs when trying to connect to the WebSphere Voice
Response database” on page 42
v “License Enrollment errors during WebSphere Voice Response Version 6.1
migration” on page 42
v “DB2 errors during WebSphere Voice Response Version 6.1 installation” on
page 43
v “WebSphere Voice Response Version 6.1 migration errors related to DB2
software” on page 44
v “Configuring SS7 in a WebSphere Voice Response Single System Image” on
page 44
WebSphere Voice Response software does not start to initialize
When the WebSphere Voice Response hardware powers up and initializes
correctly but the software does not start, check the following:
Did you use the vae.setuser tool to create the WebSphere Voice Response
account ID?
WebSphere Voice Response starts initializing automatically when you
log on to the account defined as the WebSphere Voice Response AIX

Chapter 3. Solving WebSphere Voice Response problems 33


account. If you try to start the software any other way, it might not
start (and even if it does, it will not run correctly).
Create the account (with all of the correct privileges and environment
definitions) by using the tool called vae.setuser. WebSphere Voice
Response for AIX: Installation describes how to use vae.setuser.
Do you have enough disk space free?
To enable it to start, WebSphere Voice Response requires enough free
space in both of the file systems it uses (/home and /usr).. To find out
whether you have enough free space, log on as root, type df and press
Enter. Check the amount of free space displayed. If you do not have
enough, clean up the file systems and recover space. Check the
/home/dirTalk/current_dir/oamlog directory for any old error log and
oamtrace files that you no longer need and can delete to recover
space.
If you have spare capacity on your hard disk, you can increase the
size of some of you file systems. See “Using SMIT to increase the size
of your file system:” on page 9.
Is the AIX maxuproc parameter set high enough?
AIX includes a parameter that defines the ceiling on how many
processes can start. If the value of the parameter is too low,
WebSphere Voice Response cannot start the processes it needs. If the
parameter is set to a high-enough value but a large number of
processes are already running, WebSphere Voice Response cannot
start.
WebSphere Voice Response for AIX: Installation introduces user processes
and describes how to find out and change the number allowed (if
necessary). If the value of the maxuproc parameter is already high
enough, type ps and press Enter to determine whether an unusually
large number of processes are already running.
Is the tasklist.data file missing or is there more than one instance of it?
WebSphere Voice Response starts the processes listed in the
tasklist.data file. If the file is missing, the system cannot start.
The tasklist.data file is located in the directory identified by the value
of the $SYS_DIR variable in the profile for the WebSphere Voice
Response AIX account ID. WebSphere Voice Response for AIX: Installation
contains instructions for checking on the tasklist.data file.
Are the WebSphere Voice Response parameter files corrupted?
The WebSphere Voice Response configuration is defined by the values
of the WebSphere Voice Response system parameters. The
configuration includes initialization information (such as the status to
assign to trunks at system initialization). Without the parameter file,
the system cannot start.

34 Problem Determination
The WebSphere Voice Response system parameter file is called
rd.data and is stored in the directory identified by the value of
$SYSPARM_DIR as defined in the profile for the WebSphere Voice
Response AIX account ID. WebSphere Voice Response for AIX: Installation
introduces the system parameter file and describes how to restore it if
it is corrupted.
Has the ISDN custom server started?
You cannot run two ISDN custom servers at the same time; you must
stop the first ISDN custom server before you can start another.
If you try to run two ISDN custom servers, the following message
appears in the WebSphere Voice Response log:
29203 ISDN signaling process initialization failure
The message description field contains “es_init() failed”.
Another reason why the ISDN custom server can fail to start is the
abnormal termination of the ISDNDL4 process. In this situation, even
if you stop the ISDN custom server, you might not be able to restart it
without first shutting down and restarting WebSphere Voice Response.
Are you using an SSI cluster?
If you are, ensure that:
v The clients and servers are configured correctly
v The network is available
v The database and any voice servers are up and running
v The voice and custom server filesystems of the correct server are
NFS-mounted on the clients
For information on the above, see the chapter on creating and
managing a single system image in WebSphere Voice Response for AIX:
Configuring the System.
Fileset consistency warnings are displayed on startup
The fileset consistency checker runs at WebSphere Voice Response startup and
checks whether all the WebSphere Voice Response filesets on your system are
at a consistent level. This check does not affect the WebSphere Voice Response
startup. The system displays the results in the DTstatus.out window.
Are the WebSphere Voice Response filesets at inconsistent levels?
If the WebSphere Voice Response filesets are not consistent, the system
displays a warning message. For example, if the fileset
dirTalk.ISDN.Euro-ISDN is out of step with the level of base
WebSphere Voice Response that is installed, the system would display
a message similar to the following:

Chapter 3. Solving WebSphere Voice Response problems 35


Checking fileset consistency
*** WARNING ****************************************************
dirTalk.ISDN.Euro-ISDN is at level 2.2.2.3020 - the matching
level is 2.2.2.3027
****************************************************************

If the system displays a message of this type, upgrade the inconsistent


fileset to the required level.
Are any of the files being checked corrupt?
If any files that contain fileset information have been corrupted, the
system displays a message stating that not all consistency checks were
performed. For example:
Checking fileset consistency
Only 2 of 3 consistency checks performed

If the system displays a message of this type, contact IBM support.


This is not an urgent problem and your system will not be affected.
Welcome window does not display
The WebSphere Voice Response software might start initializing correctly, but
when the time comes to display the Welcome window, nothing happens. You
can recognize whether the initialization process has started by looking at the
status window. When the system is starting, the status window displays a
running list of processes as the system starts them. When all the processes are
started, WebSphere Voice Response displays the Welcome window.

When the Welcome window does not display, check the following:
Is the tasklist.data file corrupted or is there more than one instance?
WebSphere Voice Response starts the processes listed in the
tasklist.data file. If one or more of the entries is missing, the system
might start initializing but not complete the process. The tasklist.data
file is located in the directory that is identified by the value of the
$SYS_DIR variable in the profile for the WebSphere Voice Response
AIX account ID.
WebSphere Voice Response for AIX: Installation contains instructions for
checking the tasklist.data file.
Does the status window show the X error ‘Cannot open display’?
When you start WebSphere Voice Response from an Xstation or
remote console, you must provide the system with the name of your
display. If you are logging in remotely, you must also give WebSphere
Voice Response permission to access (open) the display on the remote
console. (Working at an Xstation that boots off a remote console is the
same as working at the remote console.) There are three possibilities:
v You did not give WebSphere Voice Response the required
permission.

36 Problem Determination
v You provided the name of a nonexistent display.
v You did not provide a display name.
To give WebSphere Voice Response the required permission, ensure
you are logged on to your account on the remote console by typing
pwd and pressing Enter. Check the directory name to ensure it is on
the remote console. Then, type xhost + and press Enter. Restart
WebSphere Voice Response.
To provide a correct display name when you are sure that you
granted permission, log off AIX and log back on to restart WebSphere
Voice Response. Make sure you provide the name of the display you
are using.
Does the status window look normal?
When the status window displays no errors, you might have provided
the name of a valid display but not the display on which you are
working. Because the display name you provided identifies an
existing display, WebSphere Voice Response starts the processes in the
tasklist.data file. You must shut down the running processes and
restart the system. WebSphere Voice Response for AIX: Installation
contains instructions for shutting down running processes and
correcting an incorrect display name.
For more information on display names, see WebSphere Voice Response
for AIX: Installation.
DB2 error SQL6048N is generated when attempting to start WebSphere
Voice Response
If message SQL6048N is reported when starting WebSphere Voice Response,
this indicates that DB2 is not running. However, on issuing a db2start
command, you might see the following errors displayed, indicating that DB2
has failed to start:
exec(): 0509-036 Cannot load program db2stop because of the following errors:
0509-130 Symbol resolution failed for /usr/lib/threads/libc.a?aio_64.o
because:
0509-136 Symbol kaio_rdwr64 (number 0) is not exported from
dependent module /unix.
0509-136 Symbol listio64 (number 1) is not exported from
dependent module /unix.
0509-136 Symbol acancel64 (number 2) is not exported from
dependent module /unix.
0509-136 Symbol iosuspend64 (number 3) is not exported from
dependent module /unix.
0509-136 Symbol aio_nwait (number 4) is not exported from
dependent module /unix.
0509-130 Symbol resolution failed for
/usr/opt/db2_08_01/lib64/libdb2e.a?shr_64.o? because:
0509-136 Symbol aio_nwait (number 506) is not exported from
dependent module /usr/lib/threads/libc.a?aio_64.o?.
0509-150 Dependent module libdb2e.a(shr_64.o) could not be loaded.

Chapter 3. Solving WebSphere Voice Response problems 37


0509-026 System error: Cannot run a file that does not have a valid
format.
0509-192 Examine .loader section symbols with the
’dump -Tv’ command.

This is a known DB2 problem that occurs when Kernelised Asynchronous I/O
(KAIO) is not enabled. To enable KAIO, use the following steps:
1. Log in as root
2. Enter smitty aio
3. Select Change/Show Characteristics of Asynchronous I/O
4. Set the STATE to be configured at system restart field to available
5. Reboot AIX.
WebSphere Voice Response reports "SQL1042C with SQLSTATE=58004"
error
When logging in using the account that you use to run WebSphere Voice
Response (the default is dtuser), the following error is returned:
SQL1042C with SQLSTATE=58004

The same DB2 error is also found in DTstatus.out. When an attempt is made
to start DB2 with db2start, the same error is returned.

The problem is caused by an incorrect setup of the instance for dtdb23in


during installation, or migration. As a result, the instance fails to start.

To resolve the problem, reset the instance with FencedID (the name of the user
under which fenced user defined functions (UDFs) and fenced stored
procedures will run.) To do this:
1. Log in as root
2. Type instance cd /opt/IBM/db2/V9.5/instance (or location where DB2 was
installed )
3. Type ./db2iupdt -u dtdb23in -e dtdb23in
4. Log in as dtuser (or equivalent) or dtdb23in
5. Start DB2 using db2start
The startup of WebSphere Voice Response takes longer than normal and
generates errors
Occasionally, the startup of WebSphere Voice Response can take longer than
normal, and messages are displayed in DTstatus.out log file, similar to:
killing old DT process nnnnn pid xxxxx

This situation arises if you attempt to start WebSphere Voice Response before
a previous shutdown has completed. You should always wait for shutdown to

38 Problem Determination
complete before restarting WebSphere Voice Response. Under normal
operation, you can check whether shutdown has finished by entering the
command:
$ ps -ef | grep NODEM

If the NODEM process is still running, do not try to restart WebSphere Voice
Response.
The windows on an Xstation are displayed in the wrong font
When the WebSphere Voice Response software starts correctly but the
Welcome window is displayed on an Xstation in the wrong font, check the
following:
Has the Xstation login file been modified?
When you are using Xstations to run WebSphere Voice Response, the
system console includes a file that the X server uses to find the
directory in which the fonts that are used to display the WebSphere
Voice Response windows are stored. The default font path identifies
incorrect fonts. Unless the font path is modified, none of the
WebSphere Voice Response windows will display correctly on an
Xstation, even though they display correctly on the system console.
Your Xstation documentation tells you how to ensure that the X server
can locate the correct fonts.
restoreDT returns with an error from the "tar -xhv -f" command
When migrating from WebSphere Voice Response Version 4.2 to WebSphere
Voice Response Version 6.1 the restoreDT command can fail with the
following error message:
DATA UPGRADE FAILED: Error During tar -xhv -f .admclass_table admclass_table rd.data...
(more archive files)

This failure occurs even though the system has enough free space and all file
permissions are set correctly.

The reason for the failure is that the wrong version of saveDT from
WebSphere Voice Response Version 4.2 was used to create the application and
configuration backup.

Use the version of saveDT dated August 2009 which includes all updates for
migration to WebSphere Voice Response Version 6.1 to create the migration
archive and then run restoreDT again. To obtain the latest version of saveDT
before migrating to WebSphere Voice Response Version 6.1, please update
WebSphere Voice Response Version 6.1 to at least fix level 4.2.0.499 and use
the installed version of the saveDT script.
BrooktroutFax Adapter TR114 failure
The BrooktroutFax adapter TR114 fails with a DTstatus.out entry as follows:

Chapter 3. Solving WebSphere Voice Response problems 39


Running /usr/lpp/dirTalk/sw/fax/bin/tsSCTSASSIGN_BTFAX
(takes approximately 30s per fax card)...
tsSCTSASSIGN_BTFAX: exiting with rc: RC_RESET_FAILED

The RC_RESET_FAILED error can indicate a conflict with the AIX script
install_assistant in inittab. Such a conflict can prevent the BrooktroutFax
adapter initialization code faxinit from running during inittab execution.

To resolve the problem, ensure that install_assistant is removed from


inittab, and reboot the system.
Failed to start Voice Response node - error_id 21004
The WebSphere Voice Response VRBE interface can fail to start with:
v A message in DTstatus.out:
Starting the HostManager...
The process ID of the HostManager is XXXXX
The HostManager failed to start after 60s.
Please check for any error messages.
v An error entry of error_id 21004 in errorlog:
DTBE Failed to start Websphere Voice Response node.
sequence = xxx csec = xx error_id = 21004

Even though all of the configured WebSphere Voice Response Java nodes
(defined in default.cff) are local, Java RMI still uses the TCP/IP stack for
communication and hostname resolution. This problem can occur if the
system is set up to use DNS for hostname resolution and either the DNS
server is not responding, or the DNS resolves to the wrong hostname or IP
address.

If the system is configured to use DNS, check the file /etc/resolv.conf for
the list of DNS servers. If any of these DNS servers, especially the first one on
the list, are not responding, change the TCP/IP setup to use a working DNS
server.
The ricdiag utility fails following a mksysb restore
After restoring a system, using the mksysb command, the ricdiag diagnostic
utility can fail, returning an error code ric0428. This is because, after running
mksysb, the file dgr0d31014d.00.00 is missing from /usr/lib/microcode. This
file is used by the ricdiag command and must be present.

To resolve the problem, either copy the file from another WebSphere Voice
Response system, or reinstall the DTTA driver from /usr/lpp/dirTalk/
devices/dtqa_bin directory. When the file has been restored, check that
ownership is set to bin:bin, and permissions are set to -r-xr-xr-x, then
restart WebSphere Voice Response.

40 Problem Determination
Error occurs when logging onto WebSphere Voice Response GUI after
running mksysb
After running mksysb to load an environment from another host and
attempting to log on to the WebSphere Voice Response GUI, using the admin
user ID and password, the following error message is displayed:
Database server unavailable.
Access to database including HELP system is not possible at this time.

After loading mksysb from another host, the user was prompted with
information about the hostname change. The user selected the option n from
the fsupdate prompt, but no further action was taken to correct the extra
hostname in the database. Detailed messages can be found in the
DTstatus.out file (in /home/dirTalk/current_dir/oamlog/DTstatus.out).
However, the messages are not visible from the status window as it has rolled
over:
<DTstatus.out info>
ssistatus: new hostname is a Standalone system ssistatus 137:
ERROR Extra standalone hosts are defined in DB2 -
HOSTNAME
---------------------------
old hostname
1 record(s) selected.
ssistatus 154: ERROR Extra hosts cause unpredicatable results
ssistatus 155: ERROR Shutdown WebSphere Voice Response and run fsupdate
fscheck 188: Filesystem check ok
</end of message in DTstatus.out>

In the errorlog file, error_id 5312 is logged several times.

To correct this problem:


1. Shutdown WebSphere Voice Response using the DT_shutdown command.
2. Run fsupdate and select Press enter and they will be deleted now.
DTSNMPD_START fails to start after upgrading AIX
After upgrading to a new version of AIX, the WebSphere Voice Response for
AIX shell script DTSNMPD_START does not run correctly. Error 26003 is
generated in the errorlog and the following error is seen in the DTstatus.out
output file:
dtuser:/usr/lpp/dirTalk/sw/bin> ./DTSNMPD_START
dtuser:/usr/lpp/dirTalk/sw/bin> dtsnmpd: ---- dtsnmpd control
information ----
dtsnmpd: alarm array size = 200
dtsnmpd: traps = disabled
dtsnmpd: summary traps = disabled
dtsnmpd: alarm per trap = inactive (20)
dtsnmpd: alarm interval = inactive (5 secs)
dtsnmpd: --------------------------------------

Chapter 3. Solving WebSphere Voice Response problems 41


dtsnmpd: text2obj(directTalk6000) failed:
dtsnmpd: error DTAInitializeObjects failed text2obj(agent.name)
dtsnmpd: shutdown complete at 08/26 09:29:31

The problem is caused by the MIB definitions that existed previously being
overwritten by the AIX upgrade.

Run the DTsnmpd.cfg shell script again to update the MIB definition file
/etc/mibs.def. Refer to “Installing SNMP support” in the WebSphere Voice
Response for AIX: Installation for instructions on how to do this.
Running vae.setenv produces DB2 errors
After migrating from WebSphere Voice Response Version 4.2 to Version 6.1, if
you are logged in as root and run the script /usr/lpp/dirTalk/tools/
vae.setenv, the following DB2 error is generated:
SQL1090C The release number of the pre-compiled application program or utility is not valid.

This is because files from /home/dtdb23in/sqllib are still linked to the library
files from the previous version of DB2.

You do not need to run vae.setenv before running DTdatabase -m. DTdatabase
-m alone will migrate the application database and also correctly link the
library files from DB2 Version 9.5 used by WebSphere Voice Response Version
6.1
Database error occurs when trying to connect to the WebSphere Voice
Response database
After applying a DB2 fix pack upgrade, or upgrading DB2 from one version
to the next, the connection to the WebSphere Voice Response database no
longer functions.

Perform actions specified in the DB2 upgrade notes and then run the
command vae.setuser after an upgrade to re-establish the DB2 connection and
set the permissions.
License Enrollment errors during WebSphere Voice Response Version 6.1
migration
When the administrator attempts to enroll the WebSphere Voice Response 6.1
licenses, the License User Management (LUM) tool i4blt returns one of the
following errors:
v CLN-83 “Incorrect target in password”
v CLN-84 “Invalid password or vendor incorrect”

The cause of the problem is that WebSphere Voice Response 4.2 has the
pre-requisite License User Management (LUM) of (ifor_ls.base.cli 5.2.0.10).
During the WebSphere Voice Response migration to 6.1, a newer version of

42 Problem Determination
LUM (ifor_ls.base.cli 6.1.0.22) is required. The previous LUM database or
setup may not be converted completely correctly.

To resolve the problem, complete the following steps to remove the existing
LUM database before performing a clean setup for WebSphere Voice Response
using LUM:
1. Stop the LUM process by running the following command:
i4cfg -stop
2. Remove LUM database files by running the following commands:
cd /usr/opt/ifor/ls/conf
rm *.dat
rm *.log
rm *.idx
The System Administrator can now follow the instructions in the section
“Configuring your system for License Use Management” in WebSphere Voice
Response for AIX: Installation .
DB2 errors during WebSphere Voice Response Version 6.1 installation
Multiple DB2 DBI1087E errors are reported in smit.log during the WebSphere
Voice Response 6.1 (6.1.0.0) base installation. The installp may have reported
SUCCESS on all the filesets, but the following database setup (DTdatabase)
may fail.

DBI1087 errors are logged in the smit.log file for DB2 links in /usr/include
and /usr/lib directories. The error messages are like:
DBI1087E An attempt to create the link /usr/include/asn.h failed.
...
DBI1087E An attempt to create the link /usr/lib/libdb2.a failed.

The cause of the problem is that previously WebSphere Voice Response 4.2
was installed, and the installation program for WebSphere Voice Response
Version 6.1 failed to create links for DB2 V9.5.

Both /usr/include and /usr/lib directories still have the DB2 links
connecting to files from DB2 V8.1. For example, the problem system will have
the command output like:
cd /usr/include
ls -l asn.h
lrwxrwxrwx 1 root system <date> asn.h -> /usr/opt/db2_08_01/include64/asn.h

To resolve the problem:


1. Login to the system as root.
2. Remove the links for DB2 V8.1 using the command:
/usr/opt/db2_08_01/cfg/db2rmln
3. Create the links for DB2 V9.5 using the command:

Chapter 3. Solving WebSphere Voice Response problems 43


/opt/IBM/db2/V9.5/cfg/db2ln
4. Check the links:
# ls -l /usr/lib/libdb2.a
It should now link to /opt/IBM/db2/V9.5/lib64/libdb2.a
# ls -l /usr/include/asn.h

It should now link to /opt/IBM/V9.5/include/asn.h.


5. Reboot the system then continue the installation.
WebSphere Voice Response Version 6.1 migration errors related to DB2
software
WebSphere Voice Response 6.1 installation program (smitty) does not
recognize a valid DB2 V9.5 installation when DB2 V9.5 already installed on
the system but at a level lower than 9.5.0.4. The installp may have reported
SUCCESS on all the filesets, but the following database setup (DTdatabase)
may fail.

To resolve the problem:


1. Verify the DB2 level by running the command:
/usr/local/bin/db2ls

WebSphere Voice Response 6.1 requires a level of 9.5.0.4 or higher.


2. If DB2 V9.5 is back level, do NOT install another copy of DB2 at a
different install directory, instead upgrade the existing instance to DB2
V9.5 Fix Pack 4, downloadable from:
https://www.ibm.com/support/docview.wss?uid=swg24023213
3. Do not remove the DB2 V8 before running the DTdatabase -m command to
perform the migration. After a successful migration, DB2 V8 can then be
removed if required.
Configuring SS7 in a WebSphere Voice Response Single System Image
When using the SS7_MAINT program to configure a machine to WebSphere
Voice Response which is connected to an SSI server, error messages relating to
the importing of the SS7_D7 custom server may be generated. These can be
ignored as they refer only to the fact that the custom server is already loaded.

Network problems
This section describes what to do when you find one of the following network
problems:
v “WebSphere Voice Response does not initiate outbound calls” on page 45
v “WebSphere Voice Response does not answer the phone” on page 46
v “WebSphere Voice Response receives no information from the exchange
data link” on page 50

44 Problem Determination
v “WebSphere Voice Response answers the phone with “technical
difficulties”” on page 51
v “Telephone channel is hung” on page 52
v “No SNMP traps are being sent” on page 53
v “WebSphere Voice Response cannot access a remote 3270 host” on page 54
v “3270 session is permanently disabled” on page 55
v “3270 emulation does not work” on page 55
v “Telephony connection does not synchronize” on page 55
v “Cannot enable trunk” on page 56
v “DB2 does not start if the machine name is changed after DB2 is installed”
on page 58
v “Resolving error_id 26001” on page 58
v Removed for V6.1: TCP problem on AIX affecting WVR
WebSphere Voice Response does not initiate outbound calls
When WebSphere Voice Response does not initiate outbound calls, check the
following:
Is at least one trunk in service?
Before WebSphere Voice Response can place a call, at least one of the
trunk lines that connects the telephone network must have the status
InService. WebSphere Voice Response for AIX: Configuring the System
describes how to activate a trunk. Either use this information to reset
the value of the Operating Status parameter that controls trunk
initialization status and recycle WebSphere Voice Response (shut it
down and restart it), or use the System Monitor to activate one trunk
dynamically.
Is at least one channel configured as Outgoing or Bothway?
Unless at least one channel on an InService trunk is configured to
process outgoing calls, WebSphere Voice Response cannot place an
outgoing call. Check the Direction setting for each trunk, using Pack
Configuration.
If you are using the MakeCall action, set SV178
(System : Call : Permitted channel groups system variable)
correctly. See MakeCall in WebSphere Voice Response for AIX: Application
Development using State Tables.
Is the switch configured for outbound calls?
The switch must be configured to allow outbound calls on the channel
or channels on which WebSphere Voice Response is trying to use to
make calls. Check the Direction setting for each trunk, by using Pack
Configuration.

Chapter 3. Solving WebSphere Voice Response problems 45


Are you using a signaling process that you developed yourself?
Have you configured WebSphere Voice Response to use your
signaling process? (See WebSphere Voice Response for AIX: Configuring
the System for more information.)
Check that your signaling process is receiving the
SL_CALL_SETUP_REQ primitive.
Check that your signaling process is returning the
SL_CALL_SETUP_CNF primitive to WebSphere Voice Response, and
that the sl_send_confirm() subroutine is returning successfully.
Use signaling interface tracing the see the primitive sent by
WebSphere Voice Response to your signaling process. For information
on tracing signaling interfaces, see WebSphere Voice Response for AIX:
Programming for the Signaling Interface.
WebSphere Voice Response does not answer the phone
When WebSphere Voice Response does not answer the telephone, check the
following:
Is at least one trunk in service?
Before WebSphere Voice Response can answer the telephone, at least
one of the trunk lines that connects the adapter to the telephone
network must have the status InService. WebSphere Voice Response for
AIX: Configuring the System describes how to activate a trunk. Either
use this information to reset the value of the Operating Status
parameter that controls trunk initialization status and recycle
WebSphere Voice Response (shut it down and restart it), or use the
System Monitor to activate one trunk dynamically.
Is at least one channel configured as Incoming or Bothway?
Unless at least one channel on an InService trunk is configured to
accept incoming calls, WebSphere Voice Response cannot respond to
an incoming call. Check the Direction setting for each trunk, using
Pack Configuration.
Is the Ringing On Minimum parameter short enough?
In some telephone systems, internal and external calls are signalled
differently. For example, an external call might be a one-second ring,
while an internal call is two 0.5-second rings. If the value of Ringing
On Minimum is more than 0.5 seconds, WebSphere Voice Response
cannot recognize the internal ring as a signal to answer the telephone.
To correct this:
1. Find out which channel group is assigned to the trunk (by using
Pack Configuration is the quickest method).
2. Find out which Signaling Type is specified in the Channel Group
definition (by using System Configuration).

46 Problem Determination
3. Reset the value of the Ringing On Minimum parameter in the
Signaling Type definition (by using System Configuration). Use
Help on the Ringing On Minimum window if you need an
explanation of the parameter.
Are enough channel processes available to answer calls?
When the telephone rings, WebSphere Voice Response allocates a
previously started channel process to handle the incoming call. If it
cannot allocate a channel process, it cannot answer the telephone.
There are several reasons why this could happen:
v The value of the maxuproc parameter, which controls the maximum
number of AIX processes, is too low. The maxuproc parameter must
be greater than the sum of the number of telephony channels
defined and the value of extra channel processes. See WebSphere
Voice Response for AIX: Installation for more information.
v The software component that creates channel processes (called
CHP) is not running.
v The value of the parameter that controls how many extra channel
processes WebSphere Voice Response can create is too low.
Channel processes are AIX user processes. Use the information in the
section “WebSphere Voice Response software does not start to
initialize” on page 33 to check on the maximum number of processes
that the system can run (maxuproc) and increase the value if
necessary.
To find out whether the process called CHP is running, type ps |
grep CHP and press Enter. If the process is not listed, recycle
WebSphere Voice Response (shut it down and restart it). If the process
still does not start, use the information provided in “WebSphere Voice
Response software does not start to initialize” on page 33 to ensure
the entry is present in the tasklist.data file.
WebSphere Voice Response normally starts as many channel processes
as there are channels, plus the number defined by the value of the
WebSphere Voice Response Extra Channel Process parameter in the
Application Server Interface parameter group. If you need to start
more channel processes, use the information provided in WebSphere
Voice Response for AIX: Configuring the System to reset the parameter.
Is Incoming_Call present?
The WebSphere Voice Response software includes a state table called
Incoming_Call, which issues an AnswerCall action, then invokes the
voice application. If Incoming_Call has been deleted or incorrectly
modified, the call is not handled correctly.
Use the information supplied in WebSphere Voice Response for AIX:
Application Development using State Tables, to list all state tables and to

Chapter 3. Solving WebSphere Voice Response problems 47


determine whether Incoming_Call has been changed. If Incoming_Call
has been changed or is missing, use the information provided in
WebSphere Voice Response for AIX: Application Development using State
Tables to import the state table. Incoming_Call is in a file called
/usr/lpp/dirTalk/sw/samples/BaseData.imp.
For more information on how WebSphere Voice Response answers the
telephone, see WebSphere Voice Response for AIX: Configuring the System.
Have you installed an application to answer the call?
WebSphere Voice Response must be able to find an application profile
that is identified with either the dialed number identification digits
passed by the switch, the information that identifies the channel on
which the call signals are being transmitted, or the value of the
WebSphere Voice Response Default Application Profile ID parameter.
For a complete explanation of how WebSphere Voice Response
answers the telephone, see WebSphere Voice Response for AIX:
Configuring the System.
Use the information provided in WebSphere Voice Response for AIX:
Configuring the System to list all existing application profiles. If there is
no qualifying profile in the WebSphere Voice Response database, use
the information in WebSphere Voice Response for AIX: Configuring the
System to create one.
Are there continuous ISDN Layer 3 data link activated/deactivated white
alarms?
If you see the messages 29405—ISDN Layer 3 primary data link
activated and 29406—ISDN Layer 3 primary data link deactivated:
On an E1 system
There is a cable or connection problem between WebSphere Voice
Response and the switch.
On a T1 system
A cabling fault might have occurred, or the trunk framing mode or
line coding for the ISDN signaling trunk is set incorrectly. Check that:
v The switch is configured for Extended SuperFrame (ESF) with line
coding set to B8ZS for signaling trunks
v The trunk from the switch is not configured for CAS
v The CSU used supports ESF and B8ZS, and that it is configured
correctly
v WebSphere Voice Response is correctly configured
If you used Pack Configuration to configure the trunk, the parameters
should be correct.

48 Problem Determination
Are you using ISDN with Non Facility Associated Signaling (NFAS)?
Check that you specified the correct trunk ids when you configured
the system.
If you are using ISDN NFAS, your Service Provider must tell you
which trunk ids to use. If you use the wrong ones, incoming calls are
not answered by WebSphere Voice Response; they are be cleared by
WebSphere Voice Response with a cause code of Channel
Unacceptable.
Use the ISDN_MONITOR tool to check the line signaling, see “The
channel ID information element” on page 100.
Do channels remain blocked when trunk is enabled and channels are put in
service?
If you are not using Non Facility Associated Signaling (NFAS), this
problem is likely to be caused by one of the following:
v The switch is taking too long to send the RESTART ACKnowledge
messages to WebSphere Voice Response (if the Send RESTART on
Channel Enable parameter is set to YES in the ISDN signaling
section of the System Configuration).
You can check this by selecting “channels out of service” and then
“channels in service”. The channels change to the IDLE state if the
ISDN Layer 2 link to the switch is working.
v ISDN Layer 2 from the switch is not responding.
If the switch ISDN Layer 2 does not respond after 90 seconds, a
message is logged that tells you the timer expired on the Primary
ISDN Layer 3 Data Link. Use the ISDN_MONITOR tool or an ISDN
Primary Rate Line monitor to monitor what the switch is doing.
The switch should send out Synchronous Asynchronous Balanced
Message Extended (SABME) Layer 2 frames to establish the link.
These must be Command frames, not Response frames. If these
frames appear on the ISDN_MONITOR trace as “Rsp” frames, the
switch is set up in “Network” mode. Change the mode to
“User-Side” because WebSphere Voice Response supports only this
mode.
You might also get these problems if you are using NFAS on T1
systems.
However, there is another possible cause of this problem, which can
show up as one or more non-signaling trunks having all their
channels in BLOCKED state while some other trunks are in IDLE
state.
If the ISDN trunk id does not match the trunk id configured in the
switch, the RESTART ACKnowledge messages that contain the trunk

Chapter 3. Solving WebSphere Voice Response problems 49


id are incorrect, and the channels change to the IDLE state. This id (in
the range 0 through 31) is provided by the Service Provider.
Check that the trunk ids match those that are defined on the switch.
Use the ISDN_MONITOR or an ISDN Primary rate monitor to see
whether RESTART ACKnowledge messages are returned with the
correct trunk id values in the Channel Information Element (IE).
Are you using a signaling process that you developed yourself?
Have you configured WebSphere Voice Response to use your
signaling process? (See WebSphere Voice Response for AIX: Configuring
the System for more information.)
Check that your signaling process is still running. Message 32011 in
the error log indicates that a signaling process has terminated.
Check that your signaling process is receiving the call from the
network.
Check that your signaling process is sending the
SL_CALL_SETUP_IND primitive to WebSphere Voice Response, and
that the sl_send_indication() subroutine is returning successfully.
Use signaling interface tracing to see the primitive sent to your
signaling process by WebSphere Voice Response. For information on
tracing signaling interfaces, see WebSphere Voice Response for AIX:
Programming for the Signaling Interface.
WebSphere Voice Response receives no information from the exchange
data link
Particular switches transmit call information out of band using a serial line
called the exchange data link. When WebSphere Voice Response is directly
connected to such a switch and is not receiving the call information, check the
following:
Is the physical connection complete?
The connection between the pSeries computer and the switch is an
RS232 line, either with or without modems. Ensure that the line is still
connected correctly at both ends. WebSphere Voice Response for AIX:
Installation describes how to connect the exchange data link line.
Has the AIX configuration been changed?
Information on the exchange data link carries an identifier to identify
the channel to which the data pertains. Check that the system
parameters that define the exchange data link are correct. Use the
information provided in WebSphere Voice Response for AIX: Installation
to redefine the exchange data link device to AIX.
Has the WebSphere Voice Response telephony configuration been
changed?
The WebSphere Voice Response telephony configuration includes a

50 Problem Determination
number of parameters that define the exchange data link connection
and the format of the information WebSphere Voice Response expects
from the switch. Use the information provided in WebSphere Voice
Response for AIX: Configuring the System to correct the WebSphere Voice
Response exchange data link configuration.
Are the exchange data link channels identified correctly?
Each channel on the exchange data link carries information about one
signaling channel on the trunk line. Information identifying the
exchange data link channel is part of the WebSphere Voice Response
telephony configuration. If the channels are not identified correctly,
WebSphere Voice Response cannot receive the exchange data link
information. Use the information provided in WebSphere Voice Response
for AIX: Configuring the System to correct the exchange data link line
identifier that correlates with each WebSphere Voice Response
channel.
Are you using a signaling process that you developed yourself?
Have you configured WebSphere Voice Response to use your
signaling process? (See WebSphere Voice Response for AIX: Configuring
the System for more information.)
Check that your signaling process is still running.
Check that your signaling process is receiving the call from the
network.
Check that your signaling process is sending the
SL_CALL_SETUP_IND primitive to WebSphere Voice Response, and
that the sl_send_indication() subroutine is returning successfully.
Check that the sl_call_data_st structure in the SL_CALL_SETUP_IND
primitive has been filled in correctly.
Use signaling interface tracing to the see the primitive sent by your
signaling process to WebSphere Voice Response. For information on
tracing signaling interfaces, see WebSphere Voice Response for AIX:
Programming for the Signaling Interface.
WebSphere Voice Response answers the phone with “technical
difficulties”
When WebSphere Voice Response answers the telephone and immediately
plays the “technical difficulties” message, check the following:
Have you installed an application to answer the call?
When WebSphere Voice Response is configured to go off-hook to
receive called number information from the switch, and no application
has been installed to answer the call, the system plays the technical
difficulties message to the caller. Use the information supplied in
“WebSphere Voice Response does not answer the phone” on page 46
to check on the presence of an installed application. Check the value

Chapter 3. Solving WebSphere Voice Response problems 51


of the EDL Call Information Before Off Hook parameter that is in the
Application Server Interface parameter group, to see whether your
system is configured to go off-hook in order to receive dialed number
information.
Is the voice application state table invalid?
When a state table is invalid, WebSphere Voice Response plays the
technical difficulties message. A state table might be invalid only
when it is in memory, or the state table that is stored on disk might
also be invalid.
Use the information provided in WebSphere Voice Response for AIX:
Application Development using State Tables to display the state table, and
validate it. The validation process checks the state table stored on
disk. If the copy of the state table on disk is invalid, use the
information that is also provided in the book to correct it. If the
invalid state table is in memory only, shut down and restart
WebSphere Voice Response.
Telephone channel is hung
When a telephone channel remains in an off-hook state after the caller has
hung up, check the following:
Does the voice application state table terminate with a CloseEverything or
TerminateCall action?
Voice applications require a state to indicate that the channel is no
longer in use. CloseEverything releases all resources allocated to the
application, including hanging up the telephone line and closing host
sessions. TerminateCall does not terminate state table processing, but
it does disconnect the current caller. Ensure that the state table uses
one of these actions to hang up the phone line.
For information about CloseEverything and TerminateCall, see
WebSphere Voice Response for AIX: Application Development using State
Tables.
Have you stopped and restarted the channel?
Sometimes stopping and restarting the channel can resolve temporary
problems. Use the information provided in WebSphere Voice Response
for AIX: Configuring the System to disable the channel then activate it
again.
Are you using a signaling process that you developed yourself?
Have you configured WebSphere Voice Response to use your
signaling process? (See WebSphere Voice Response for AIX: Configuring
the System for more information.)
Check that your signaling process is still running. Message 32011 in
the error log indicates that a signaling process has terminated.

52 Problem Determination
The usual cause of this problem is that your signaling process has not
cleared a call correctly. Message 32012 in the error log indicates that
your signaling process has ignored an SL_CALL_ABORT_REQ
primitive. This is an error in your signaling process. See the
explanation of message 32012 in Appendix B, “WebSphere Voice
Response messages identified by number,” on page 173 and the
description of the SL_CALL_ABORT_REQ primitive in WebSphere
Voice Response for AIX: Programming for the Signaling Interface.
Use signaling interface tracing to see the primitive sent to your
signaling process by WebSphere Voice Response. For information on
tracing signaling interfaces, see WebSphere Voice Response for AIX:
Programming for the Signaling Interface.
No SNMP traps are being sent
When WebSphere Voice Response is part of a network, it can send either all
alarms or only the most serious messages to an SNMP compliant manager, for
example NetView for AIX. Alarms are listed in Appendix B; the most serious
are those marked as alertable. By using WebSphere Voice Response's own
SNMP sub-agent, you can send traps to an SNMP-compliant manager.

If some, but not all, messages are being received at the management station
check the following:
Is WebSphere Voice Response configured to make alarms alertable?
To send all alarms, not only the serious ones, set the system
parameter Alarms - Make All Alertable in the Application Server
Interface group to “Yes”. Also, you can change individual alarm
messages to be alertable or not, as described in WebSphere Voice
Response for AIX: Managing and Monitoring the System.

When using the WebSphere Voice Response sub-agent


Is the WebSphere Voice Response SNMP sub-agent configured correctly?
For the WebSphere Voice Response sub-agent to send traps with
WebSphere Voice Response alarms to NetView for AIX, it must be
running and configured to send traps and not to use trap-directed
polling. In addition, the AIX SNMP daemon, snmpd, must be
configured to send traps to the NetView for AIX system. For more
information, see WebSphere Voice Response for AIX: Configuring the
System .
Is NetView for AIX configured correctly?
For NetView for AIX to recognize and forward traps from WebSphere
Voice Response alarm messages, it must be configured to do so. In
Event Configuration in NetView for AIX, the enterprise specific trap
“1000001” (decimal) must be configured for enterprise
“directTalk6000”. In addition, NetView for AIX must be configured to

Chapter 3. Solving WebSphere Voice Response problems 53


start its daemons that interface to AIX NetView Service Point. For
more information, see the NetView Entry for AIX: User's Guide.
WebSphere Voice Response cannot access a remote 3270 host
When WebSphere Voice Response is part of a data communications network,
and you know that the network is operating correctly but WebSphere Voice
Response is having difficulty accessing a remote 3270 host, check the
following:

For WebSphere Voice Response to communicate with a remote 3270 host, SNA
must be installed, SNA profiles must be created on the pSeries computer, and
SNA (with all the network connections) must be started.

WebSphere Voice Response for AIX: Installation describes how to determine


whether SNA is ready. Use this information to ensure that the correct profiles
have been created, and to start SNA and the connection if necessary.
Has the 3270 option been installed?
For WebSphere Voice Response to recognize the 3270 connection, the
value of the 3270 Installed parameter in the Application Server
Interface parameter group must be Real Mode. Use the information
provided in WebSphere Voice Response for AIX: Configuring the System to
correct it.
Are configured 3270 sessions available?
WebSphere Voice Response requires a ready 3270 session to enable it
communicate with a remote 3270 host. Use the information provided
in WebSphere Voice Response for AIX: Configuring the System to review
the status of 3270 sessions.
If all the sessions are initializing, allocated, or emulating, you need
additional sessions. Use the information provided in WebSphere Voice
Response for AIX: Configuring the System to configure additional
sessions.
If a session is disabled, use the information provided in WebSphere
Voice Response for AIX: Configuring the System to restart the disabled
session (or sessions).
If no sessions have been configured, use the information provided in
WebSphere Voice Response for AIX: Configuring the System to configure
sessions.
If all else fails, recycle WebSphere Voice Response (shut it down and
restart it). Use the information provided in WebSphere Voice Response
for AIX: Configuring the System to quiesce any active sessions first.

54 Problem Determination
3270 session is permanently disabled
When you configure a 3270 session for use by a server but the session always
has the status “Disabled”, check the following.

The sample 3270 server provided with WebSphere Voice Response is only a
sample. The server can run in virtual mode, but not in real mode. If you try
to run this server in real mode, it disables all sessions that are configured to
use it. Use the information in WebSphere Voice Response for AIX: Configuring the
System to reconfigure the session or reconfigure the 3270 connection as virtual
mode. Use the comments that are included at the top of the login_amnu
script, which is the SrvrSample_3270 initial login script, to edit the script for
virtual mode operation.

When you activate a configuration for a 3270 session, WebSphere Voice


Response runs the initial script for the server that is defined to use the session
if one has been defined. If there is a problem with the initial script, the system
disables the session. Use the information provided in WebSphere Voice Response
for AIX: Application Development using State Tables to resolve any problems with
the initial script. Use the information provided in WebSphere Voice Response for
AIX: Configuring the System to restart the session. If you are sure the initial
script runs correctly but you cannot restart the session, recycle WebSphere
Voice Response (shut it down and restart it). Use the information provided in
WebSphere Voice Response for AIX: Configuring the System to quiesce any active
sessions first.
3270 emulation does not work
If you try to use the 3270 emulation function and it fails to operate, use the
information in “WebSphere Voice Response cannot access a remote 3270 host”
on page 54 and “3270 server does not start” on page 75 to try to solve the
problem. The emulation function cannot operate unless the 3270 connection is
established and a session is available for the emulation function to use.

For more information on 3270 emulation, see WebSphere Voice Response for AIX:
Configuring the System.
Telephony connection does not synchronize
When the hardware is receiving a loss of signal or other network alarm,
which can be displayed by using the DTTA_alarms utility from the
$VAE/tools directory (see “Running diagnostics on the DTTA” on page 27,
check the following:
For T1, are the switch and WebSphere Voice Response configured correctly
for the T1 Line Code and T1 Framing Mode?
For T1 line code and framing mode values for different signaling
protocols, see the table in WebSphere Voice Response for AIX: Configuring
the System. Your telephone provider can help you verify these
parameters.

Chapter 3. Solving WebSphere Voice Response problems 55


Is the trunk in service?
WebSphere Voice Response neither sends nor receives signals on a
trunk until you activate the trunk, by assigning the status InService.
When the pack is not enabled or in service, all the LEDs are on.
Use the System Monitor to put the trunk InService. For more
information, see WebSphere Voice Response for AIX: Configuring the
System.
Cannot enable trunk
WebSphere Voice Response cannot use a trunk unless a digital trunk adapter
(DTTA is installed in the pSeries computer to process the signals that are
transmitted by the switch. A trunk status of Available indicates that a digital
trunk adapter is physically present (is available) to handle the signals from
that trunk.

The way to inform WebSphere Voice Response that additional digital trunk
adapters are installed is to enable the trunks to which they are connected. The
enabling of a trunk informs WebSphere Voice Response that the digital trunk
adapter has been installed. (If you are looking at the System Monitor, you can
see that after you enable a trunk, the trunk status displayed at the top of the
graphic is Available.) When you cannot enable additional trunks, check the
following:
Is the digital trunk adapter installed?
Check that the trunk cable is installed and that the cable is connected
properly (you may need to try reseating it). Check that the trunk has
been configured with some channel licenses. Also check that the
dt_setowner command has been issued for each DTTA, see WebSphere
Voice Response for AIX: Installation.
Have you tried recycling WebSphere Voice Response?
Use the information provided in WebSphere Voice Response for AIX:
Configuring the System to reset the Operating Status parameter for the
trunk to Available. Then use this information to recycle WebSphere
Voice Response (shut it down and restart it). If necessary, also try
restarting the pSeries computer. If you do, ensure that you shut down
WebSphere Voice Response first.
Has the switch disabled your trunk?
If you have been enabling and disabling the trunk frequently, or have
been experimenting with the telephony configuration, the switch to
which you are connected may have decided that there is something
wrong with the trunk. In this case, the switch may disable the trunk
temporarily or permanently. Your telephone provider can tell you if
the switch has disabled the trunk.

56 Problem Determination
Trunk configured for ISDN does not enable using System Monitor
Check whether any warnings are visible in the alarm windows. These
can help you solve the problem, as described below:
27046 SDI failed to enable a pack because a signaling process was
missing
The process name is given at the end of the alarm parameters.
This custom server might not have been started or installed.
This error can also occur if the system was configured to run
with two different types of ISDN; for example, AT&T 5ESS
Versions 5E8 and 5E9, which is not allowed. Only one ISDN
custom server can be run at a time.
You can resolve this by checking whether the correct ISDN
custom server is installed and running. If it is, shutdown and
restart WebSphere Voice Response.
29604 ISDN Layer 2 opening/closing D channel via Device Driver
This problem occurs when an ISDN Layer 2 process is still
active because of a previous problem, and a new ISDN Layer
2 process is started. The file descriptor is being held by the
original process for the device driver, and cannot be reopened.
You can solve this by shutting down and restarting the
system; this action cleans up any old ISDN processes that are
still running in the system. If this problem happens frequently
call IBM Support.
29609 ISDN Layer 2 Internal Error29403 ISDN Layer 3 Internal Error
These messages occur when a fatal error has occurred on one
of the signaling channels on ISDN. Parameters are logged in
the error log, and WebSphere Voice Response System
Management attempts to restart the trunk automatically.
If the trunk does not restart automatically, Disable then Enable
it manually. If this action has no effect, disable all trunks, then
stop and restart the ISDN custom server. The trunks should
then enable.
Take a note of these alarm parameters and contact IBM
Support.
Are you using a signaling process that you developed yourself?
Check whether your signaling process is still running. Message 32011
indicates that a signaling process has terminated.
Check whether your signaling process is receiving the
SL_TRUNK_ENABLE_REQ primitive.

Chapter 3. Solving WebSphere Voice Response problems 57


Check whether your signaling process is returning the
SL_TRUNK_ENABLE_CNF primitive to WebSphere Voice Response
and the sl_send_confirm() subroutine is returning successfully.
Use signaling interface tracing the see the primitive that WebSphere
Voice Response sent to your signaling process . For information on
tracing the signaling interface, see WebSphere Voice Response for AIX:
Programming for the Signaling Interface.
DB2 does not start if the machine name is changed after DB2 is installed
If a machine name is changed post-installation, DB2 fails to start, and
produces the following error:
SQL6048N A communication error occurred during START or STOP DATABASE MANAGER processing.

Note that due to retries at establishing communications, WebSphere Voice


Response may not produce the error for a considerable period of time (up to
10 minutes).

A TCP/IP communication error occurred while the START or STOP


DATABASE MANAGER command was trying to establish connection with all
the nodes defined in the sqllib/db2nodes.cfg file.

To resolve this problem, do the following:


1. Ensure that the node has the proper authorization defined in the .rhosts
or the host.equiv files.
2. Ensure that all the host names defined in the db2nodes.cfg file in the
sqllib directory are defined on the network and are running. The format
of the entries in db2nodes.cfg is:
0 hostshortname 0

For example, for a system called freda.hursley.ibm.com, it would be:


0 freda 0
To change a machine name in db2, go to/home/dtdb23in/sqllib, and make
the change in the db2nodes.cfg file.
Resolving error_id 26001
If the WebSphere Voice Response errorlog file (in $OAM_LOG_PATH) shows
repeated error_id 26001 every few seconds, with SMUX Info of
"join_tcp_server failed: Connection refused", the AIX SNMP process is not
running. This could be because the AIX SNMP agent is disabled or stopped.

Check if the AIX SNMP agent is running by running the command:


lssrc -a | grep snmpd

58 Problem Determination
To resolve this problem, if the snmpd subsystem is disabled due to security
concerns, and there is no plan to make snmpd active on this WebSphere Voice
Response system, completing the following steps can prevent the repeated
error_id 26001:
1. Update the tasklist.data file in the $SYS_DIR (/usr/lpp/dirTalk/db/
sys_dir) and remove the following line:
A 20 DTSNMPD_START
2. Restart WebSphere Voice Response.

Problems found while running voice applications


This section describes what to do when you encounter one of the following
runtime problems:
v “Voice application does not start” on page 60
v “Calls do not transfer” on page 60
v “FileCache failures when running VoiceXML applications” on page 62
v “VXMLParserPool::Parser created over capacity” on page 64
v “Exceptions reported when a Java or VoiceXML application is started from
a VRNode” on page 64
v “Dial, MakeCall, or TransferCall actions behave unexpectedly” on page 65
v “Get actions that use the telephone line do not execute” on page 67
v “SendData or ReceiveData action does not provide expected results” on
page 67
v “Application fails attempting to play voice” on page 68
v “Common problems with voice interrupt detection” on page 70
v “Common problems with background music” on page 71
v “Results of running an application are not as expected” on page 74
v “Mailbox does not play recorded message” on page 75
v “3270 server does not start” on page 75
v “3270 server script fails” on page 76
v “Custom server does not start” on page 77
v “WebSphere Voice Response does not accept data from the caller's keypad”
on page 77
v “DTMF input is sometimes not recognized in a state table application” on
page 78
v “WebSphere Voice Response generates "unsupported language" error when
running VoiceXML Application” on page 78
v “Exceptions reported when a WebSphere Voice Response Java/VoiceXML
application is started from VRNode” on page 79

Chapter 3. Solving WebSphere Voice Response problems 59


v “FileCache error on a WebSphere Voice Response VoiceXML 2.0 system with
multiple application Nodes” on page 80
v “Compression of voice messaging can result in poor quality audio” on page
80
v “error_id 1 and error_id 25032 caused by an unsupported application
design” on page 81
v “Error on recordutterance with Nuance speech server” on page 82
v “Text-to-speech audio in an application sounds like static” on page 82
v “Timeout waiting for response from grammar compiler” on page 82
Voice application does not start
When a voice application does not start when called, check the following:
Are the associated state tables and prompts validated?
Before a voice application can start, the state tables and prompts used
by the application must be validated. Use the State Tables option
from the Development menu to open the application’s state tables
and prompts and make sure that the Validated field displays Yes. If
not, select File then Validate for each object that needs to be
validated.
For more information about validating and modifying state tables and
prompts, see WebSphere Voice Response for AIX: Application Development
using State Tables.
Is the main state table identified in the application profile State Table
field? The application profile that is retrieved in response to an incoming
call must identify the state table that starts the voice application. Use
the Application Profile option on the Configuration menu to open
the application profile and check the State Table field.
For more information about defining and modifying application
profiles, see WebSphere Voice Response for AIX: Configuring the System.
Calls do not transfer
When a call does not transfer as expected during the execution of a voice
application, check the following:
Does your telephony configuration support call transfer?
Different switches interpret different signals as a request for call
transfer on CAS protocols. The signal that WebSphere Voice Response
sends is determined by the values of the Transfer Call Request Signal
and the Transfer Call Feature Code parameters of the signaling type
definition used by the channel processing the call. Some switches
might also require the state table to run a Dial action with hook flash
before the TransferCall action, to ensure that the TransferCall
completes successfully. To reset the value of the Transfer Call Feature
Code parameter:

60 Problem Determination
1. Use Pack Configuration to determine which channel group is
assigned to the trunk.
2. Use System Configuration to determine which Signaling Type is
specified in the Channel Group definition.
3. Use System Configuration to reset the value of the Transfer Call
Feature Code parameter in the Signaling Type definition Use Help
on the Transfer Call Feature Code window if you need an
explanation of the parameter.
For more information about signaling types, see WebSphere Voice
Response for AIX: Configuring the System. For information about Dial
and TransferCall, see the WebSphere Voice Response for AIX: Application
Development using State Tables book.
Is TransferCall immediately followed by a TerminateCall action?
When a voice application runs a TransferCall action successfully, it
does not complete the connection to the new extension until it
performs an action that frees the channel, such as TerminateCall or
CloseEverything. Unless TransferCall is followed by TerminateCall,
the caller is forced to wait until the voice application reaches a
CloseEverything action, before the transfer is made. Use the
information provided in WebSphere Voice Response for AIX: Application
Development using State Tables to open the TransferCall action
definition and ensure that the Successful result passes control to a
TerminateCall action.
For information about TransferCall and TerminateCall, see the
WebSphere Voice Response for AIX: Application Development using State
Tables book.
Is the digit string format definition correct?
The stream of signals that is sent to a switch to achieve call transfer is
not the same for all switches. Use the information about TransferCall
that is provided in WebSphere Voice Response for AIX: Application
Development using State Tables to ensure that the digit string format
specified in the TransferCall action is correct for your switch.
Is the switch configured to allow calls to be transferred?
The extension to which the voice application is attempting to transfer
calls must be configured to accept transferred calls.
If your switch supports call transfer, the Class of Service for the
channels connected to WebSphere Voice Response must be set up to
allow call transfer.
For information specific to the configuration requirements of your
switch, see your telephone provider.

Chapter 3. Solving WebSphere Voice Response problems 61


Does the switch automatically reconnect calls?
If the extension to which a call is transferred is busy or not available
for some reason, the caller should be reconnected to the line on which
the call was originally received. Verify that your switch performs this
action automatically, or that the state table contains a ReconnectCall
action to handle the situation when the connection to the transfer
extension fails. Note that some switches (for example, the ROLM
switch) require a Dial action with hook flash before the ReconnectCall
action.
For information about your switch, see your telephone provider. For
information about ReconnectCall and Dial, see WebSphere Voice
Response for AIX: Application Development using State Tables.
Are you using a signaling process that you developed yourself?
Check whether your signaling process is still running. Message 32011
in the error log indicates that a signaling process has terminated.
Did your signaling process specify
SL_SIGPROC_CAPABILITY_TRANSFER when it called the sl_open()
subroutine?
Is the state table using the TransferCall action or the Dial action? You
should use the TransferCall action in your state tables because the
Dial action does not work when you are using a signaling process.
Check that your signaling process is receiving the
SL_CALL_TRANSFER_REQ primitive.
Check that your signaling process is returning the
SL_CALL_TRANSFER_CNF primitive to WebSphere Voice Response
and that the sl_send_confirm() subroutine is returning successfully.
Use signaling interface tracing to see the primitive that WebSphere
Voice Response sent to your signaling process. For information on
tracing signaling interfaces, see WebSphere Voice Response for AIX:
Programming for the Signaling Interface.
FileCache failures when running VoiceXML applications
When running applications on a WebSphere Voice Response VoiceXML 2.0
system configured with multiple application nodes, a FileCache failure can
occur with error messages similar to the following:
v "Cannot lock a file because of a potential deadlock condition"
v "Unable to obtain exclusive file lock"
These errors are logged in the standard log.n.log files in the
/var/dirTalk/DTBE/dtj_logs directory.

62 Problem Determination
As these problems only arise when multiple applications nodes are
configured, the solution is to use a separate FileCache directory for each
application node, by configuring the system as follows:
1. Stop the Java and VoiceXML environment by entering the commands
dtjstop followed by dtjshost -exit .
2. Edit the configuration file for the Java and VoiceXML environment,
/var/dirTalk/DTBE/native/aix/default.cff, so that in the configuration
section for each application node, you add (or modify) the JavaCommand
entry as follows:
-Dwvr.vxml.cachedir=/var/dirTalk/DTBE/native/aix/VXML2Cache/<cachename>

where <cachename> is a unique name for each application node (you can
use the application node name itself).
3. Save the changes, then import the new configuration by entering the
dtjconf command.
4. Restart the Java and VoiceXML environment by entering the commands
dtjshostfollowed by dtjstart.
Newly installed voice audio files not played by VoiceXML application
After a VoiceXML application is updated to use new voice files by copying
them into the filesystem, the old copies of the audio files are still played to
the caller after the Java and VoiceXML (VRBE) environment is restarted.

The reason for this is that the original voice data has been cached and unless
time and date expiration handling is in the code to determine when to fetch
from the filesystem again, the updated voice is not fetched, so the old data is
still used.

The solution is to do one of the following:


v Delete the voice cache directories:
1. Shutdown the VRBE environment
2. Delete the voice cache directories below $CUR_DIR/voice/ext/v2c/
dotted.ip.address
3. Restart VRBE
v Control when to fetch data again:
1. In the VoiceXML application code, use the maxage and/or maxstale
attributes of the <audio> element to control when to fetch data again.
For example:
<?xml version=1.0 encoding=iso-8859-1?>
<!DOCTYPE vxml PUBLIC -//W3C//DTD VOICEXML 2.0//EN vxml20-1115.dtd>
<vxml version=2.0 xml:lang=en-US xmlns=http://www.w3.org/2001/vxml>
<meta name=GENERATOR content=Voice Toolkit for WebSphere Studio/>
<meta http-equiv=Expires content=0/>
<meta http-equiv=Cache-control content=max-age=0/>

Chapter 3. Solving WebSphere Voice Response problems 63


<form>
<block>
<audio maxage=20 src=hello.wav>Hello this is Dave</audio>
</block>
</form>
</vxml>

VXMLParserPool::Parser created over capacity


The following warning message can be generated in $DTJ_HOME/dtj_logs/
log.x.log:
(VXI50012) WARNING: VXMLParserPool::Parser created over capacity:
[VXMLParserPool (poolCapacity=19) (poolCount=19) (available=0)]

The message indicates that all 19 VoiceXML parsers are currently active, and
that one new parser has been created and added to the pool. The warning by
itself is not an indication of a problem and therefore no user action is
required. However, in order to minimize the frequency of the message
appearing, you should consider the following actions during application
development:
v Check that the initial documents are not excessive in size, as this increases
the parse time and therefore the usage of the parsers.
v Ensure that the cache parameters are set correctly, so that the WebSphere
Voice Response VoiceXML browser does not have to parse too many
identical documents. Refer to “Preventing caching” in the WebSphere Voice
Response: VoiceXML Programmer's Guide book.
Exceptions reported when a Java or VoiceXML application is started from
a VRNode
ClassNotFound exceptions can be reported from some, though not all Java or
VoiceXML application instances. The problem is caused by having different
NodeClassPath parameters for the nodes in which the application instances
are being run. While this can be caused by deliberate or accidental differences
in the classpath for application nodes, a common cause is when application
instances are run in the VRnode, which is not configured to run them. This
can happen if NodeDefAppName is coded in the VRnode and there are
insufficient application instances running to meet the demand.

To avoid or overcome this problem, ensure that you take the following
actions:
v Ensure that all nodes in which application instances are running have the
correct classpath.
v If the trigger was NodeDefAppName, then try to avoid using this
parameter and configure NumToApp mappings instead.
v Ensure that enough application instances are configured to meet peak
demand. The dtjqapps command can be used to monitor application
instances.

64 Problem Determination
v If NodeDefAppName must be used, then it is even more important to
ensure that sufficient application instances are running to meet demand.
Running application instances in the VRnode is not recommended.
Dial, MakeCall, or TransferCall actions behave unexpectedly
When a voice application produces unexpected results from a Dial, MakeCall,
or TransferCall action, check the following:
Are the values of the controlling system parameters correct?
How Dial, MakeCall, and TransferCall behave is partially controlled
by the values of the Maximum Ring Time, Maximum Ring Wait, and
Maximum Dial Tone Wait parameters in the Application Server
Interface parameter group. Use the information provided in WebSphere
Voice Response for AIX: Configuring the System to check these values
and if necessary, redefine them. Make sure that WebSphere Voice
Response is configured to expect or not expect a dial tone by checking
the value of the Dial Tone Detection parameter.
For more information about defining Dial, MakeCall, and TransferCall,
see WebSphere Voice Response for AIX: Application Development using
State Tables.
Is the telephone line in the expected state?
The operation of Dial and TransferCall assume that the voice
application is running on a channel that is already active (handling an
in-progress call). MakeCall, however, requires a free channel for the
action to run correctly. Ensure that the Dial and TransferCall actions in
the state table are preceded by an AnswerCall (to begin processing an
inbound call) or MakeCall (to originate an outbound call). Ensure that
nothing in the state table instructs the application to connect a channel
and begin handling a call before the MakeCall action is run.
For more information about the operation of Dial, MakeCall, and
TransferCall, see WebSphere Voice Response for AIX: Application
Development using State Tables.
Is your switch protocol FXS loop start?
MakeCall might occasionally fail if your switch protocol is FXS loop
start. Because glare conditions cannot be detected reliably on loop
start, MakeCall fails when an inbound call and an outbound call
attempt to use the same channel at the same time. In this situation,
WebSphere Voice Response flags a B-bit fault error and posts an alarm
to the System Monitor.
You can remove this problem if you configure the trunk channels to
handle either inbound calls or outbound calls but not ‘bothway’calls.
If you need bothway channels, you can minimize the likelihood of
this problem occurring. To do this, configure the switch and any hunt
group to locate a free channel for an inbound call (beginning with the

Chapter 3. Solving WebSphere Voice Response problems 65


first channel on the trunk), and for an outbound call (beginning with
the last channel). This configuration significantly reduces the
possibility for collision between an inbound call and an outbound call
attempting to use the same channel at the same time.
For more information about defining channel groups and the System
Monitor, see WebSphere Voice Response for AIX: Configuring the System.
Does your switch have unique requirements?
Your configuration might require particular signals that are unique to
your switch. For example, for a TransferCall action to complete
successfully, the ROLM switch requires a Dial action with hook flash
before the TransferCall action . Check the signaling requirements of
your switch and ensure that all necessary states are implemented in
your state table.
For information that is specific to the requirements of your switch, see
your telephone provider.
Is the digit string format definition correct?
The stream of signals that is sent to a switch to obtain a dial tone,
make an outbound call, or transfer a call is not the same for all
switches. Use the information about Dial, MakeCall, and TransferCall
that is provided in WebSphere Voice Response for AIX: Application
Development using State Tables to ensure that the digit string format
specified in the TransferCall action is correct for your switch.
Are you using a signaling process that you developed yourself?
Check whether your signaling process is still running. Message 32011
in the error log indicates that a signaling process has terminated.
Did your signaling process specify
SL_SIGPROC_CAPABILITY_TRANSFER when it called the sl_open()
subroutine?
Is the state table using the TransferCall action or the Dial action? You
should use the TransferCall action in your state tables because the
Dial action does not work when you are using a signaling process.
Check that your signaling process is receiving the
SL_CALL_TRANSFER_REQ primitive.
Check that your signaling process is returning the
SL_CALL_TRANSFER_CNF primitive to WebSphere Voice Response
and that the sl_send_confirm() subroutine is returning successfully.
Use signaling interface tracing to see the primitive that WebSphere
Voice Response sent to your signaling process. For information on
tracing signaling interfaces, see WebSphere Voice Response for AIX:
Programming for the Signaling Interface.

66 Problem Determination
Get actions that use the telephone line do not execute
When Get actions that use the telephone line, such as GetData and GetKey, do
not execute, check the following:
Are these actions preceded by an AnswerCall action?
AnswerCall sets up the connection between the caller and WebSphere
Voice Response for an incoming call. An application cannot execute
actions that use the telephone line until this connection is made. The
AnswerCall action does not need to be in the state table that contains
the Get actions, but it must have been executed before the Get actions,
in a state table that is part of the same voice application.
For more information about AnswerCall, see WebSphere Voice Response
for AIX: Application Development using State Tables.
Is the timeout value long enough?
The Timeout parameter for a Get action specifies how many seconds
the application waits for a caller to provide input. Ensure that the
value specified by the Timeout parameter in the action definitions is
long enough to allow the caller to input required information.
For more information about the Get action parameters, see WebSphere
Voice Response for AIX: Application Development using State Tables.
SendData or ReceiveData action does not provide expected results
When SendData or ReceiveData do not run as expected, check the following:
Do the SendData and ReceiveData actions specify the same server?
The server that is specified in the SendData definition must match the
server specified in the following ReceiveData definition. Use the
information provided in the WebSphere Voice Response for AIX:
Application Development using State Tables book, to open the action
definition windows and check the server specification. This book also
contains details about defining SendData and ReceiveData actions.
Are the SendData and ReceiveData actions alternated?
WebSphere Voice Response allocates a single buffer for the data
transmitted by each server that uses the SendData and ReceiveData
actions. Therefore, you cannot run multiple SendData actions without
the alternating ReceiveData actions. Check the state table to make sure
that these actions alternate.
Have you allowed enough time for the data to be accessed by the server?
If the number of seconds that is specified for the Host Response Time
Limit in the SendData definition is lower than the time required for
the server application to run, ReceiveData returns a “Host Problem”
result. The value specified in the ReceiveDataTimeout parameter is the

Chapter 3. Solving WebSphere Voice Response problems 67


length of time, in seconds, that ReceiveData will wait for data. Check
that the value specified is high enough to allow the host enough time
to respond.
If the number of seconds specified for the Timeout in the ReceiveData
definition is not long enough for the host to respond to the request for
information, ReceiveData does not receive the required information.
Increase the Timeout value, if necessary.
Are your 3270 server scripts correctly defined?
SendData or ReceiveData can fail if the 3270 server that is used to
transmit data contains inconsistencies in screen and field definitions.
Ensure that the screen and field definitions for the 3270 server scripts
are correct and consistent in name, length, and attributes.
For information about defining 3270 server screens and fields, refer to
the WebSphere Voice Response for AIX: Application Development using
State Tables book.
Application fails attempting to play voice
When voice does not play, check the following:
Is the correct prompt directory identified?
The state table definition includes the prompt directory that the voice
application is to use. Use the information provided in the WebSphere
Voice Response for AIX: Application Development using State Tables bookl
to open the state table and ensure that the Prompt Directory field
identifies the prompt directory containing all the prompts for the
application.
For information about specifying a prompt directory in a state table
definition, refer to the WebSphere Voice Response for AIX: Application
Development using State Tables.
Have you recorded all voice segments used by the application?
Use the information in the provided WebSphere Voice Response for AIX:
Application Development using State Tables book to ensure that both the
definitions and the recorded voice exist for all voice segments
referenced by the application prompts.
For information about defining and recording voice segments and
referencing segments in a prompt, refer to the WebSphere Voice
Response for AIX: Application Development using State Tables.
When recording the voice segment, was RecordVoiceSegment followed by
SaveVoiceSegment?
Recorded voice segments remain in temporary workspace until they
are saved to disk with SaveVoiceSegment. Use the information
provided in the WebSphere Voice Response for AIX: Application

68 Problem Determination
Development using State Tables book to open the state table and ensure
that it contains SaveVoiceSegment, to save your recordings to disk.
For information about RecordVoiceSegment and SaveVoiceSegment,
see WebSphere Voice Response for AIX: Application Development using
State Tables.
Is the compression indicator set correctly?
The system default compression type is set by system variable SV182.
A value of 0 indicates that the voice segments in a prompt played by
the PlayPrompt action are uncompressed. A value of 2 indicates that
the segments are compressed. If this variable contains a value of -1,
the compression type specified in the definition of the prompt
directory is used. If either SV182 or the prompt directory definition
specifies a compression type that does not match a voice segment that
the application plays, then the segment does not play. Check that the
compression indicator is set to match the voice segments played by
the application.

For more information about specifying the compression for segments that are
played by a prompt, refer to the WebSphere Voice Response for AIX: Application
Development using State Tables book.
Do any spoken variables include unrecognized characters?
The WebSphere Voice Response system prompts can play numeric
input as a number, date, time, or currency. The prompt statements
that you use to create your own prompts can play the contents of
variables as characters or digits, as long as the contents are characters
or digits that WebSphere Voice Response recognizes, and for which
voice segments have been recorded. The character that WebSphere
Voice Response recognizes as marking a decimal place (usually a
decimal point, or period) is defined by system variable SV168.
If the contents of a variable that is being used as input to a prompt
includes a character that is not recognized by the prompt, the
PlayPrompt action will fail. For example, if the contents of a variable
that is to be played as digits includes a dollar sign ($), the action fails.
Make sure that the contents of any variable that is to be played in a
prompt is valid for the prompt.
For information about expected input to system prompts, refer to the
WebSphere Voice Response for AIX: Application Development using State
Tables book. For information about prompt statements, and for more
information about SV168, refer to the WebSphere Voice Response for AIX:
Application Development using State Tables book.

Chapter 3. Solving WebSphere Voice Response problems 69


Common problems with hangup detection
Problems with hangup detection often occur when you use a channel
associated signaling protocol that does not provide a disconnect (hangup)
indication in the signaling channel. The problems are usually related to the
setting of system parameters.

If WebSphere Voice Response does not recognize when the network party
disconnects:
v Determine (from your telephone provider) whether the switch provides an
audible disconnect signal; for example, dial or busy tone.
v Refer to WebSphere Voice Response for AIX: Configuring the System for
information about setting parameters for hangup tone detection.
v If the switch does not provide an audible hangup signal, see “Telephone
channel is hung” on page 52.
Common problems with voice interrupt detection
Problems with voice interrupt detection are usually related to the setting of
the system parameters or system variables.

Note: Use the system variables to override the system parameters by


application.
Caller cannot interrupt the prompt
If the caller cannot interrupt the prompt:
v Check that the prompt is not force played.
v Check that voice interrupt detection is turned on; see system
variable System : Voice Interrupt detection On/Off (SV217).
v Check the level of the voice interrupt detection level system
variable.
v If voice interrupt detection is not set, check the value of the system
parameter.
v Try setting the level either higher or lower.
Prompt does not play or does not complete, even though not interrupted by
the caller
The voice interrupt detection level system variable or system
parameter might be lower than echo on the line or background noise.
Increase the level.
Caller cannot interrupt the prompt with short words but can interrupt with
longer words
This problem can occur when the time that is specified in the voice
interrupt detection on time system variable or system parameter is too
short. Increase the value.

70 Problem Determination
Caller has to shout to interrupt the prompt
The value of the voice interrupt detection level system variable or
system parameter is too high. Decrease the value of the level.
RecognizeWord is failing with Word Not Recognized result
This can occur if the time that is specified in the value of the voice
interrupt detection off time system variable or system parameter is not
long enough. Increase the off time.
Syllables or words from the caller who is trying to interrupt the prompt at
the beginning of the recorded voice, are recorded at the beginning of voice
data by a Record action, following the interrupt
This problem can occur when time that is specified in the voice
interrupt detection off time system variable or system parameter is not
long enough. Increase the off time, or add a tone between the Play
and Record actions in the state table.

For more information about voice interrupt detection system parameters, see
the section on setting parameters for voice interrupt detection in WebSphere
Voice Response for AIX: Configuring the System. For information about system
variables, see the WebSphere Voice Response for AIX: Application Development
using State Tables book.
Common problems with background music
Problems when using background music often relate to the setting of variables
or parameters.

Use the system variables to override the system parameters by application.


Music is not available, cannot fade it in
Use the state table debugger to step through the state table to where
the ControlMusic action error occurs.
Look at the Music Available window. From the Welcome Window
click Operations->System Monitor-> select a pack->Music Available.
If the music title is not listed, the cause could be one of the following:
v The trunk is disabled. Check the state of the trunk.
v A custom server has not opened a music channel using the correct
music title.
v A music player process has abnormally terminated.
v The custom server did not receive a request for this tune. Check
whether your state table is sending the request. If it is, the custom
server might be either not receiving, or misinterpreting the request.
Check that the music title in the ControlMusic action is exactly the
same as that displayed in the Music Available window. Something as

Chapter 3. Solving WebSphere Voice Response problems 71


simple as a spelling mistake can create a mismatch between music
title strings. The strings are case sensitive and spacing and
punctuation are important.
The music does not fade in; it just starts at full volume
This can be caused by one of the following:
v The fade time parameter on the ControlMusic action is zero, or
close to zero. A very short fade in time increases the volume
quickly, so the music sounds as if it starts abruptly.
v This might be a characteristic of the piece of music. Listen to the
music to ensure that the music file or segment has not been clipped
at the start. You can use bvi_play to listen to the music; see the
WebSphere Voice Response for AIX: Application Development using State
Tables book for more information.
v If the previous tune that this state table used was stopped before it
was faded out, the volume of the new tune you fade in is the same
as the volume of the previous tune.
The music cuts out completely
v Does this tune end suddenly? Listen to the tune to check this. If
necessary, rerecord the tune including a gradual fade out.
v Is the fade time in the ControlMusic action zero or close to zero? A
very short fade time decreases the volume quickly, so the music
sounds as if it stops suddenly.
v Is the music title still shown the Music Available window? If it is
not, the custom server that is supplying that music data might have
closed its music channel. This happens when the custom server
exits or ends abnormally. Check the status of the custom server and
any error or warning messages in the Alarms window.
v Is that music title underrunning? Check it on the Music Available
window. If it is underrunning, the custom server supplying this
music data is blocked, has stopped or is looping. The most likely
cause of this is a coding error in the custom server. A
heavily-loaded system may be limiting the processing power or
data available to the music player. Increase the amount of data that
can be stored in the music player (parameter -b).
The music comes and goes, cutting in and out intermittently
v Is this the way the tune sounds? Listen to the tune. The audio file
might have been corrupted when recording or converting from one
format to another.
v Is the music title underrunning? Check it on the Music Available
window. If it is underrunning, the custom server that supplies the
music data might have a problem. The custom server or the music

72 Problem Determination
player might be unable keep up with the 8 KB per second
requirement of the telephone line. This can happen if the process:
– Has a lower priority than it needs
– Is not programmed efficiently
– Is blocking for long periods of time
– Is being delayed between the CA_Poll(), and the
CA_Play_Voice_Elements, or CA_Play_Voice_Stream custom
server calls
A heavily-loaded system can cause a delay between the return of
the CA_Poll() call returns and when the player issues a
CA_Play() call. During this time, the data drains away from the
low water mark to empty. Increase the high water mark and low
water mark if possible.
Underrunning can happen on a system that is overloaded. It cannot
keep up with the real-time requirements of WebSphere Voice
Response. Check your system for processes that are using more
CPU or system time than expected using ps. Terminate some
processes to reduce the load on the system and check to see if this
affects underrunning on this music channel.
v Is the state table constantly performing fade in and fade out
operations, using a small value in the fade time parameter? Change
the state table to prevent this happening. This is not underrunning
but a fault in the way the application is coded.
v Are any of the following actions being used frequently? GetKey,
GetData, GetFindData, GetFindName, GetPassword, GetText,
RecordVoiceSegment, RecordAudioName, RecordUserGreeting,
RecordVoiceMessage, RecordVoiceToHost, RecognizeWord, Dial.
WebSphere Voice Response performs a fade out operation when
these state table actions are run, and a fade in when they have
completed. The fade time is set in system variable SV225,
System : Music : Automatic fade time. When this system variable
is set to a small value, the fade occurs over a very short time,
seeming to cut in and out.
v Is a short piece of music being played in the background in a
continual loop? Use a longer piece of music.
The ControlMusic action succeeded, but I still cannot hear any music
v Is the music file corrupted? Is it full of silence or low-volume
sounds? Listen to the source of the music to check this, or use the
segment editor to view the sample.
v Is the dBm level in the CA_Play_Voice_Stream custom server API
call set correctly? Check the level and reset it if necessary.

Chapter 3. Solving WebSphere Voice Response problems 73


v Is the music channel underrunning? Check it on the Music
Available window. See also The music cuts out completely.
v Is the volume ceiling default set too high numerically? Your
application controls this using system variable SV224
(System : Music : Volume ceiling).
v Is the system variable SV224 (System : Music : Volume ceiling)
set too high numerically? This can limit the volume of the music
channel to an inaudible level.
v Is the system parameter Music Volume Ceiling Default set too high
numerically? You can override this default from your application by
using the system variable SV224 (System : Music : Volume
ceiling).
v Is the volume being faded to 0, or to a value that should be
audible, when combined with the existing setting of system variable
SV224 (System : Music : Volume ceiling).

For more information about Background Music system parameters see


WebSphere Voice Response for AIX: Configuring the System, for system variables
see, WebSphere Voice Response for AIX: Application Development using State Tables.
Element or segment files sound dull
If a tune that is played from an element file sounds dull, it might be
that the original signal was recorded using a “flat spectrum” in a
recording studio. It is a good idea to use equalizing equipment, either
when recording the music, or when playing it back to the Ultimedia
adapter.
The same thing can happen to segments. bvi_import can be used to
add a rudimentary filtering stage to reduce this effect. Use
equalization equipment to produce a clear tune, and do not use the
boost option on the bvi_import utility.
Results of running an application are not as expected
When non-specific problems occur during the running of an application, check
the following:
Is the state table logic producing the expected results?
Use the state table debugger to ensure that each state table action
operates as expected, and that the variables contain valid values.
For information about debugging a state table, see the WebSphere Voice
Response for AIX: Application Development using State Tables book.
Have you made changes to the definitions of variables that are passed
between state tables or between a custom server and state table?
Variables passed between a custom server and state table must be
defined to the custom server first, then the state table. Otherwise, you

74 Problem Determination
need to redefine the variables in the state table. Ensure that the
definitions of variables passed between state tables match.
For information about defining variables in state tables and custom
servers, see the WebSphere Voice Response for AIX: Application
Development using State Tables book.
Mailbox does not play recorded message
When an attempt to play voice messages from a mailbox fails, check the
following:
Did the application that recorded the message follow RecordVoiceMessage
with SendVoiceMessage?
Recorded voice messages remain in temporary workspace until they
are associated with a mailbox (by SendVoiceMessage). Make sure that
the application used to record the message includes the
SendVoiceMessage action.
For information about RecordVoiceMessage and SendVoiceMessage,
and general information about voice messaging, see the WebSphere
Voice Response for AIX: Application Development using State Tables book.
Is PlayVoiceMessage preceded by CheckVoiceMessages?
Messages must first be retrieved from a mailbox with
CheckVoiceMessages before they can be played with
PlayVoiceMessage. Make sure that the application includes a
CheckVoiceMessages action before the PlayVoiceMessage action.
For information about PlayVoiceMessage and CheckVoiceMessages,
see the WebSphere Voice Response for AIX: Application Development using
State Tables book.
3270 server does not start
When an OpenHostServerLink action fails to start the specified 3270 server,
check the following:
Does the calling state table correctly specify the 3270 server name?
Use the State Tables option on the Development menu to open the
state table that calls the 3270 server and ensure that the name of the
3270 server specified in the OpenHostServerLink action is correct.
For information about OpenHostServerLink, see the WebSphere Voice
Response for AIX: Application Development using State Tables book.
Has SNA been configured and started?
For the server to communicate with a remote 3270 host, SNA must be
installed, SNA profiles must be created on the pSeries computer, and
SNA (with all the network connections) must be started.

Chapter 3. Solving WebSphere Voice Response problems 75


WebSphere Voice Response for AIX: Installation describes how to
determine whether SNA is ready. Use this information to make ensure
that the correct profiles have been created, and to start SNA and the
connection if necessary.
Are configured 3270 sessions available?
Servers can only communicate with the 3270 host via 3270 sessions
that have been configured for them. Use the information provided in
WebSphere Voice Response for AIX: Configuring the System to review the
status of 3270 sessions.
If all of the sessions configured for the server are initializing or
allocated, you need additional sessions. Use the information provided
in WebSphere Voice Response for AIX: Configuring the System to configure
additional sessions.
If a session that would otherwise be available is disabled, use the
information provided in WebSphere Voice Response for AIX: Configuring
the System to restart the disabled session (or sessions).
If no sessions have been configured for the server, use the information
in WebSphere Voice Response for AIX: Configuring the System to configure
sessions.
If all else fails, recycle WebSphere Voice Response (shut it down and
restart it). Be sure to quiesce any active sessions first.
3270 server script fails
When a 3270 server is successfully invoked, and a script that is defined for
the server fails, check the following:
Is the host access timeout long enough?
The Host Response Time Limit value defined for the SendData action
specifies the number of seconds that the application waits for the 3270
host to respond to the request for information. If this value is lower
than the time required for the server application to run, SendData
times out. The Timeout value that is defined for the ReceiveData
action specifies the number of seconds that the application waits for a
response to the request for information. Use the State Tables option
from the Development menu to open the SendData and ReceiveData
action definitions to ensure that these values are high enough to allow
for the amount of time required.
For information about SendData and ReceiveData, see the WebSphere
Voice Response for AIX: Application Development using State Tables book.
Is the script logic producing the expected results?
Use the 3270 server debugger to ensure that each script statement
operates as expected and that data is sent and retrieved successfully.

76 Problem Determination
For information about debugging a 3270 server, see the WebSphere
Voice Response for AIX: Application Development using State Tables book.
Custom server does not start
When an OpenHostServerLink action fails to start the specified custom server,
check the following:
Does the state table correctly specify the custom server name?
Use the State Tables option on the Development menu to open the
state table that calls the custom server and ensure that the name of
the custom server specified in the OpenHostServerLink action is
correct.
For information about OpenHostServerLink, see the WebSphere Voice
Response for AIX: Application Development using State Tables book.
Has the custom server been started?
Applications cannot access a custom server until the server is loaded
into memory. If the system has been recycled since the last time the
server was used, for example, the server might no longer be in
memory. Use the Custom Server Manager option on the Operations
menu to start the custom server.
Are enough free buffers available in the buffer pool?
Check the error log for error 12005 and parameter text “Pool Buffer
Threshold Exceeded”. This means that there are insufficient free
buffers available in the buffer pool for WebSphere Voice Response to
allow use of the custom server to proceed. Use DTmon to determine
the usage of the buffer pool and refer to WebSphere Voice Response for
AIX: Managing and Monitoring the System for information on how to
size the buffer pool.
The DTmon command is described in WebSphere Voice Response for
AIX: Managing and Monitoring the System.
If the custom server accesses data on another host computer, is the host
available?
Check the user function that sets up the links to the host computer,
and ensure that the code correctly specifies the communication path to
an active host.
For information about the communication protocols supported by the
pSeries computer, refer to the “Networks and communication” section
of the IBM AIX Version 6.1 information.
WebSphere Voice Response does not accept data from the caller's
keypad
When a voice application does not accept the data that a caller keys in, check
the following:

Chapter 3. Solving WebSphere Voice Response problems 77


Is the caller pressing the pound key (#)?
If the caller has to enter a string of digits, check whether the GetData
action requires the # key to be pressed at the end of the string. Use
the State Tables option on the Development menu to ensure that the
GetData action is properly defined. If the caller must press the # key,
it helps if the preceding prompt makes this clear.
For more information see the WebSphere Voice Response for AIX:
Application Development using State Tables book.
Is the caller's telephone system producing tones of the correct frequency
and duration?
Some telephone systems produce non-standard tones that are not
within the tolerance levels of WebSphere Voice Response. When
someone calls from such a telephone, WebSphere Voice Response
cannot hear the data being sent. If customers call to complain that
they cannot use the voice applications, find out what telephone
company handles their service. You might then need to get
information from the telephone company to ensure that the
equipment produces tones according to the required standards.
DTMF input is sometimes not recognized in a state table application
If a DTMF key is pressed very early on in a prompt that is not set to force
play, it is not always recognized. This happens with a PlayPrompt state table
action that is immediately preceded by a GetData action. In the GetData
action, if the value defined for Minimum is the same as the value defined for
Maximum, the caller does not have to press the pound key (#) to indicate that
the information is complete. Once the action receives the number of characters
(or the number) defined by the values of Minimum and Maximum, it moves
to the next state. When this happens, the next prompt is force-played for the
first 0.8 seconds to discard any extra keys the caller has pressed. Any DTMF
keys that are received whilst a prompt is playing in force-play mode are
immediately flushed from the buffer.

If only a single key input is required, the action GetKey should be used
instead of GetData. If multiple DTMF input is required 0.8 seconds of silence
can be added to the start of the following prompt, thus when speech starts the
0.8 seconds of enforced ‘force-play’ will have completed.
WebSphere Voice Response generates "unsupported language" error
when running VoiceXML Application
The VXML2 application is of the type:
<vxml version=2.0 xmlns=http://www.w3.org/2001/vxml>
<form>
<field name=key1 type=digits>
<prompt>

78 Problem Determination
<audio scr=PIN.wav />
</prompt>
</form>
</vxml>

A test call to such an application generates an error similar to the following:


error.unsupported.language:en: com.ibm.vxi.srvc.UnsupportedLanguageError: en
at com.ibm.wvr.vxml2.DTGrammarProcessorSupport.commitChanges(DTGrammarProcessorSupport.java:314)
at com.ibm.wvr.vxml2.DTAsrService.commitChanges(DTAsrService.java:128)
at com.ibm.vxi.intp.VXIContext.collect(VXIContext.java:3253)
at com.ibm.vxi.intp.VXIContext.collectInput(VXIContext.java:2858)
at com.ibm.vxi.intp.Efield.exec(Efield.java:220)
at com.ibm.vxi.intp.FIA.exec(FIA.java:1257)
at com.ibm.vxi.intp.FIA.collect(FIA.java:739)
at com.ibm.vxi.intp.FIA.main(FIA.java:536)
at com.ibm.vxi.intp.FIA.init(FIA.java:418)
at com.ibm.vxi.intp.FIA.run(FIA.java:227)
at com.ibm.vxi.intp.VXISession.run(VXISession.java:429)
at com.ibm.vxi.intp.VXIContext.interpret(VXIContext.java:475)
at com.ibm.vxi.intp.VoiceBrowser.run(VoiceBrowser.java:570)
at com.ibm.wvr.vxml2.VXML2BrowserLauncher.waitForCall(VXML2BrowserLauncher.java:1286)
at com.ibm.wvr.vxml2.DTVoicelet2.run(DTVoicelet2.java:460)
at java.lang.Thread.run(Thread.java:568)

and the application is terminated.

The problem is due to the default input for <field> in the application being
set to voice input. When the voice recognition is not configured, or not
available from the WebSphere Voice Response system, the error above occurs.

To use the <field> element in a VoiceXML 2 application without voice


recognition, the application needs to be changed to include <property
name=inputmodes value=dtmf/> after the <vxml> element and before the
<field> element for DTMF input.
Exceptions reported when a WebSphere Voice Response Java/VoiceXML
application is started from VRNode
In some circumstances, ClassNotFound exceptions are reported from some,
though not all Java/VoiceXML application instances.

The problem is caused by different NodeClassPath parameters for the nodes in


which the application instances are being run. While this can be caused by
deliberate or accidental differences in the classpath for application nodes, a
common cause is application instances being run in the VRnode, which is not
configured to run them. This can happen if NodeDefAppName is coded in the
VRnode and there are insufficient application instances running to meet
demand.

Ensure that all nodes in which application instances are running have the
correct classpath. If the trigger was NodeDefAppName, try to avoid using this
parameter and configure NumToApp mappings instead. Ensure that enough
application instances are configured to meet peak demand. The dtjqapps

Chapter 3. Solving WebSphere Voice Response problems 79


command can be used to monitor application instances. If NodeDefAppName
must be used, then it is even more important to ensure that sufficient
application instances are running to meeting demand. Running application
instances in the VRnode is not recommended.
FileCache error on a WebSphere Voice Response VoiceXML 2.0 system
with multiple application Nodes
When running a WebSphere Voice Response VoiceXML 2.0 system configured
with multiple application nodes, a FileCache failure can occur with one of the
following descriptions:
v Cannot lock a file because of a potential deadlock condition.
v Unable to obtain exclusive file lock.
These errors are logged in the standard log.n.log files in the
/var/dirTalk/DTBE/dtj_logs directory.

Use a separate FileCache directory for each application node, by configuring


the system as follows:
1. Stop the VRBE environment by running'dtjstop followed by dtjshost -exit.
2. Edit the VRBE configuration file /var/dirTalk/DTBE/native/aix/
default.cff. In each of the application node configuration sections, add
(or modify) the JavaCommand entry so that it includes the following
parameter:
-Dwvr.vxml2.cachedir=/var/dirTalk/DTBE/native/aix/VXML2Cache/<cachename>

where <cachename> is a unique name for each application node. (You could
use the application node name.)
3. Save the changes and then import the new configuration using the dtjconf
command.
4. Restart the VRBE environment by running dtjshost followed by dtjstart.
Compression of voice messaging can result in poor quality audio
Voice messages are normally stored in a compressed format. Although this
reduces the storage requirements, it can cause problems if Unified Messaging
is used in an environment that also uses audio compression, notably some
Voice over IP infrastructures. Such use of multiple compression stages can
result in the audio signal degrading, so that poor quality is experienced when
listening to recorded messages.

WebSphere Voice Response and Unified Messaging for WebSphere Voice


Response support the storage of voice messages in an uncompressed format.
This facility can be used to maximize the quality of voice messages when they
are used in an environment that employs its own compression mechanisms,
for example a Voice over IP network using G.729A. The ability to use
uncompressed messages is controlled using a WebSphere Voice Response

80 Problem Determination
system parameter called Voice Message Compression Type, which is in the
Application Server Interface group . It can be set to compressed (default) or
uncompressed.

Some points to note:


1. WebSphere Voice Response must be restarted for a change in the value of
Voice Message Compression Type to take effect.
2. Compressed and uncompressed messages cannot be mixed on a
WebSphere Voice Response system (either standalone or Single System
Image), nor on multiple systems exchanging voice messages using Unified
Messaging Internode Messaging.
3. If you are not using Unified Messaging for WebSphere Voice Response,
only change the Voice Message Compression Type system parameter when
the voice database is empty.
4. Incorrectly setting Voice Message Compression Type on an existing system
prevents the playback of existing voice messages. Callers hear an error
message and red alarms (error_id 20504) are displayed in the system
console and in the error log.
error_id 1 and error_id 25032 caused by an unsupported application
design
If a voice application terminates with CHP coredump, error messages
error_id = 1 and error_id = 25032 are reported from the CHP process and a
core file /var/adm/ras/dirTalk/core.CHP is generated.

The problem is caused by a VoiceXML application that invokes a state table,


which in turn then invokes another VoiceXML document, giving an
application flow like the following:

VoiceXML -> state table -> ... -> state table -> VoiceXML

where the route back to VoiceXML is by using an InvokeStateTable action to


call the JavaApplication state table. This design is causing the CHP coredump,
and is not supported.

To return to VoiceXML again, avoiding the problem, the application should be


coded to just exit the state tables. The call will then naturally end up back in
the original VoiceXML application, and can then be handed off to the new
VoiceXML application through a goto, submit or similar operation.

WebSphere Voice Response does support handing a call off to VoiceXML after
a state table, but only if the call has not already been in a VoiceXML
application. So an application flow like the following is supported:

state table -> VoiceXML

Chapter 3. Solving WebSphere Voice Response problems 81


using an InvokeStateTable action to call the JavaApplication state table.
Error on recordutterance with Nuance speech server
A VoiceXML application cannot record caller audio input.

The following error is logged in the WebSphere Voice Response VRBE log:
com.ibm.telephony.directtalk.mrcp.MRCPReco.fetchWaveform() error fetching waveform:
com.ibm.telephony.directtalk.mrcp.MRCPException: Waveform fetcher: Socket I/O problem:
java.net.ConnectException: A remote host refused an attempted connect operation.

The cause of the problem is that by default, Nuance speech server uses port
90 for the URL of the recorded utterance. This setup does not match the
default setting of most HTTP servers. Customer should check the Nuance
speech server Installation and User's Guide for the "Waveform-logging
resources" to ensure the matching TCP port setup.
Text-to-speech audio in an application sounds like static
The problem occurs when WebSphere Voice Response 4.2 or 6.1 is connected
to WebSphere Voice Server 5.1 or 6.1.1 which is using a 22 KHz TTS voice.

The cause is that WebSphere Voice Response does not support the 22 KHz
TTS voice. Change the application or its configuration to use the 8KHz TTS
voice.
Timeout waiting for response from grammar compiler
The WebSphere Voice Response VRBE component reports the following error:
error.semantic: Timeout waiting for response from grammar compile

WebSphere Voice Response has a default timeout of 5 seconds when waiting


for a grammar to compile. This timeout can be changed by modifying a
parameter in configuration file $DTJ_HOME/dtj.ini:
wvr.mrcp.read.timeout=value_in_milliseconds

For the change in dtj.ini to take effect, you must restart VRBE.

To do this, run the following commands:


dtjstop
dtjshost -exit
dtjshost
dtjstart

Note: The parameter change will have an affect on all MRCP responses, not
just grammar compilation.

82 Problem Determination
Performance and other general problems
This section describes what to do when you experience one of the following
general problems:
v “A process does not start when you expect it to”
v “WebSphere Voice Response windows start without being selected” on page
84
v “The system runs extremely slowly” on page 84
v “WebSphere Voice Response telephony activity is unexpectedly disrupted”
on page 87
v “WebSphere Voice Response cannot access the printer” on page 88
v “WebSphere Voice Response is not accumulating call detail records” on
page 88
v “Frequent “without sending detach” messages” on page 89
v “WebSphere Voice Response does not shut down” on page 89
v “Screen is blank or frozen while WebSphere Voice Response is running” on
page 89
v “Alarm graphic turns yellow or red” on page 90
v “Applications and operations keywords turn gray” on page 90
v “Channel available indicator turns red independently” on page 90
v “Telephony problem without an alarm indicator” on page 90.
v “Licenses are not granted” on page 91
v “The system configuration GUI crashes when being closed” on page 92
v “/dev/systrctl1... message is displayed in Dtstatus.out” on page 93
v “File db2diag.log increases up to the AIX system limit” on page 93
v “WebSphere Voice Response VRBE OutOfMemory error” on page 94
A process does not start when you expect it to
After you have been running WebSphere Voice Response for a while, you
become familiar with the list of processes that WebSphere Voice Response
starts whenever it is initialized. If WebSphere Voice Response does not start a
process that you expect it to start, check the following:
Is the tasklist.data file corrupted or is there more than one file?
WebSphere Voice Response starts the processes listed in the
tasklist.data file. If one or more of the entries is missing, the system
might start but not be able to perform all of the required processing.
The tasklist.data file is located in the directory identified by the value
of the $SYS_DIR variable in the profile for the WebSphere Voice
Response AIX account ID. To list all the processes that are running,
open an AIX window by selecting an area in the screen background
and selecting AIX Login. Then type ps -u “===” (replacing === with
the WebSphere Voice Response AIX account ID you previously created

Chapter 3. Solving WebSphere Voice Response problems 83


using vae.setuser), and press Enter. Compare the list of processes to
the list supplied in WebSphere Voice Response for AIX: Installation.
Check the $VAEBIN directory for a tasklist.data file. If it is present, it
overrides the file of the same name that is in $SYS_DIR directory.
If the tasklist.data file is corrupted, you must correct it and restart
WebSphere Voice Response. WebSphere Voice Response for AIX:
Installation contains instructions for checking and correcting the
tasklist.data file.
WebSphere Voice Response windows start without being selected
When WebSphere Voice Response is running, the window manager starts the
windows only when they are selected. If the window manager is starting
windows that have not been selected, check the following:
Is the focus policy set correctly?
The window manager focus policy is defined in a file
called.Xdefaults. WebSphere Voice Response for AIX: Installation
describes how to check the focus policy.
The system runs extremely slowly
When WebSphere Voice Response slows down, check the following:
Is the AIX operating environment set up correctly?
WebSphere Voice Response requires two AIX resources to run quickly:
page space (for swapping software into and out of memory) and
processes. The parameters that control how much page space the
system can use and how many processes it can start might not be set
correctly. Use the information provided in Chapter 2, “Analyzing the
problem,” on page 5 to determine how much page space is defined
and the maximum number of processes the system can start.
The system should have a minimum of 100 MB of page space. Use the
information given in WebSphere Voice Response for AIX: Installation to
increase the amount of page space.
The optimum value for the maximum number of user processes
parameter differs from system to system. Generally, you should set
the maxuproc parameter to a number equal to 150, +1 for every
telephone channel to which WebSphere Voice Response is connected
and +3 for each 3270 session that is defined. For example, if your
system has 24 telephone channels and 24 3270 sessions, maxuproc
must be set to at least 246. When you have determined the minimum
acceptable number, round it up to the nearest hundred. Then use the
information provided in WebSphere Voice Response for AIX: Installation
to reset the maxuproc parameter.
Is enough disk space available?
WebSphere Voice Response requires a minimum amount of free disk

84 Problem Determination
space to avoid performance problems. Ensure that your system has
enough disk space in /home for your applications, and that you have
enough space in /var (see “Ensuring you have enough space for the
new software” in WebSphere Voice Response for AIX: Installation.)
Use the information provided in Chapter 2, “Analyzing the problem,”
on page 5 to find out whether your system has enough free disk
space. If there is not enough, clean up the file systems and recover
disk space. If you still do not have enough space available, you might
need to get additional disk space on the system.
For more information on managing disk space, see WebSphere Voice
Response for AIX: Managing and Monitoring the System.
Is there enough real memory (RAM) available?
Without adequate available memory, WebSphere Voice Response runs
very slowly. The more RAM that is available, the more quickly the
system responds. For example, a system with 48 channels and no 3270
sessions needs at least 128 MB of RAM. A system with 72 channels
and the same number of 3270 sessions should have at least 256 MB of
RAM for optimum performance.
To find out how much RAM is on your system, log on as root, type
lsdev -C | grep mem, and press Enter. If you do not have enough
RAM, you may have to add more.
Always ensure that the amount of page space that is defined exceeds
the amount of RAM fitted in the pSeries computer. Otherwise, you
might not be able to access all the RAM.
Are there enough buffers?
WebSphere Voice Response uses buffers for voice segments and other
state table components. It also uses them to pass data backwards and
forwards between internal processes and servers. You need enough
buffers to handle the permitted number of simultaneous calls. The
number of buffers is affected by the number of state tables, prompts,
and servers that are in use and by the number and type of voice
segments (compressed and uncompressed). Symptoms that indicate
insufficient buffers include the system running slowly, and the system
not handling or answering calls correctly.
Use the information provided in WebSphere Voice Response for AIX:
Configuring the System to redefine the number of buffers.
Are buffers released quickly enough?
WebSphere Voice Response releases buffers that are holding voice
segments according to how long the segment has been in memory
since it was last requested. If the parameter that controls this timeout
is set too high, WebSphere Voice Response might not be able to
release the buffers quickly enough.

Chapter 3. Solving WebSphere Voice Response problems 85


Use the Configuration —> System Configuration —> Application
Server Interface menus to find out the value of the Time in Cache
parameter and reset it.
Is the DB2® buffer large enough?
If the DB2 indexes have grown too large to be held in the DB2 buffer,
WebSphere Voice Response has to access the hard disk every time it
needs to look up information in the database. This is far slower than
accessing the buffer directly, and can cause long delays. This problem
is most likely to occur on voice messaging systems or systems that
have large numbers of WebSphere Voice Response objects.
As dtuser, type the following commands to increase the size of the
DB2 buffer pool:
db2 connect to dtdbv230
db2 alter bufferpool ibmdefaultbp size n

where n is the new size of the buffer pool in 4 KB units. The default is
1000 (4 MB).
Try increasing the buffer to 32 MB (n=8000) at first, or to 128 MB
(n=32000) if more space is needed.
Is the database manager timing out too quickly?
When the process that retrieves information from the database times
out too quickly, other processes that require the information (such as
voice applications) cannot complete their tasks. However, they keep
trying to access the database and failing, thus using system resources
and slowing down the system.
You should set the database timeout parameter, DBIM Time Out, to a
value of 240 seconds. Use the information provided in WebSphere Voice
Response for AIX: Configuring the System to check the value of this
performance parameter, and reset it if necessary.
Is there a deadlock between WebSphere Voice Response and DB2?
The following are common causes of deadlock problems:
v Runstats are not being run regularly on the database server. If
db2_runstats script is not run periodically, the database queries
become slower, and eventually lead to deadlocks. The script should
be set to run when 25% of the data in the database has been
changed. It is particularly important to run it when a high number
of subscribers are added to the database, or when a significant
change is made.
v Ensure that DB2_RR_TO_RS is set to ON. To check this, enter the
following commands:
1. Login as root
2. su - dtdb23in

86 Problem Determination
3. db2set
If the value is not set to ON, enter DB2_RR_TO_RS=ON to set it. Then
log in as dtuser and enter the following commands to get the value
to take effect:
1. db2stop force
2. db2start
Are you using SSI?
If you are using single system image:
v Use the monitoring tools to ensure that the network is not
overloaded. See the section about monitoring the performance of a
single system image in WebSphere Voice Response for AIX: Configuring
the System.
v Use the standard AIX monitoring tools to ensure that the server
(the database server or the voice server) is not overloaded.
v Use the DTmon -f command to check performance statistics. For
information about the DTmon command, see WebSphere Voice
Response for AIX: Managing and Monitoring the System.
Is the var file system filling up
By default, when the JVM experiences a problem, a javadump file is
created in the /var/dirTalk/DTBE/native/aix directory. To stop the
var file system filling, it may be necessary to configure the system so
that the javadump files are generated in a different location. To do
this, export the following environment variable:
IBM_JAVACOREDIR=path to javadump

where path to javadump is the new location.

For a WebSphere Voice Response installation, this variable should be


set in $VAE/sw/environ/.vaeprofile.user
WebSphere Voice Response telephony activity is unexpectedly disrupted
On a production system, you should disable any screen savers (otherwise
known as screen blankers). A screen saver is an application that is activated
after a specified period during which no user interaction with the mouse or
keyboard occurs; it is deactivated when you move your mouse. When it is
deactivated, a significant amount of X activity occurs at very high processor
priority, causing major disruption to WebSphere Voice Response telephony
activity. Calls in progress are interrupted because trunks and channels are
temporarily disabled. Normally these effects occur only after a long period of
screen saving (an hour or more), but it is sensible to disable any screen savers,
such as the standard desktop screen saver that comes with AIX, on a
production system.

Chapter 3. Solving WebSphere Voice Response problems 87


WebSphere Voice Response cannot access the printer
When WebSphere Voice Response is connected to a printer (either directly or
through a network) but you are unable to print reports or other information,
check the following:
Is the qdaemon running?
AIX uses a process called the qdaemon to manage printers. If the
qdaemon is not running, nothing can be printed. Use the AIX
documentation that came with the system to find out more about the
qdaemon.
Has the AIX printer definition been changed?
The printer is defined to AIX as a device. If the AIX device definition
is changed, WebSphere Voice Response can no longer access the
printer. Use SMIT to validate the printer definition in AIX.
Has the WebSphere Voice Response configuration been changed?
The WebSphere Voice Response configuration includes parameters that
define the printer. If the device definition that is part of the
WebSphere Voice Response configuration does not match the device
definition in AIX, WebSphere Voice Response cannot access the
printer. Use the information provided in WebSphere Voice Response for
AIX: Configuring the System to validate the WebSphere Voice Response
device definition.
Is the printer enabled?
Check whether the printer is enabled. You can use the AIX command
qadm -U’printername’ or enable printername where printername is the
name of your printer. You might need to be logged on to AIX as root
to run these commands.
WebSphere Voice Response is not accumulating call detail records
When WebSphere Voice Response does not collect statistics about individual
calls (call detail records), check the following:
Are you looking in the correct place?
If you are using a single system image cluster, note that call detail
records are stored on each individual client, not centrally on the
server.
Is WebSphere Voice Response configured to record the statistics?
Call detail records are one of the log files that WebSphere Voice
Response creates. However, WebSphere Voice Response creates the call
detail record files only when it is configured to do so. Use the
information provided in WebSphere Voice Response for AIX: Configuring
the System to reset the value of the Call Detail Record Logging
parameter in the WebSphere Voice Response parameter group to
cdr.log, DB2, or Both.

88 Problem Determination
Frequent “without sending detach” messages
When the status window (or the error log) indicates that the system is
frequently sending messages that end with the phrase “without sending
detach”, check the following:
Is there a recent core file?
The existence of a recent core file indicates that the system is having a
problem. Although you cannot solve the problem yourself, IBM
support will want to know that the core file exists. The support
representative can guide you through the steps you need to take. To
check whether a recent core file exists , see “Looking for a recent core
file” on page 22.
WebSphere Voice Response does not shut down
When you select Immediate Shutdown or Quiesce Shutdown from the
Operations menu and the system does not shut down correctly, check the
following:
Have you waited long enough?
When the system is very busy, it might take a few minutes for it to
shut down, especially if you requested a Quiesce Shutdown.
Is NODEM or OAM running?
Unless the processes that respond to the shutdown request are
running, the system cannot shut down. To find out whether NODEM
and OAM are running, type ps -ef | grep NODEM and press Enter.
Assuming NODEM is running, type ps -ef | grep OAM and press
Enter. If one or the other is missing, stop WebSphere Voice Response
manually. Refer to WebSphere Voice Response for AIX: Installation and
follow the procedure that describes how to correct an incorrect display
name to stop the running processes.
Screen is blank or frozen while WebSphere Voice Response is running
If the screen goes blank or freezes (that is, moving the mouse has no effect on
the pointer), check the following:
Is the display still connected correctly?
If the cabling that connects the display you are using to the pSeries
computer (or the Xstation cabling) becomes loose, the display cannot
function correctly. Ensure that the display is firmly connected.
Is Xwindows still running? Are all the WebSphere Voice Response
processes running?
If the system has used all the available memory, AIX might stop the
window manager process (or another process) to allocate memory
elsewhere. Use the information provided in “WebSphere Voice
Response does not shut down,” to stop all the WebSphere Voice

Chapter 3. Solving WebSphere Voice Response problems 89


Response processes and recycle it (shut it down and restart it). If this
action solves the problem, you might consider adding more memory
to your system.
Alarm graphic turns yellow or red
The System Monitor Alarm window displays the alarm messages that
WebSphere Voice Response is generating. As the system posts messages to the
Alarms window, the alarm graphic changes color so that it is always the same
color as the most urgent message. When the alarm graphic turns yellow or
red, check the following:
Have you deleted the message?
A yellow or red message usually requires prompt action. Use the
information given in WebSphere Voice Response for AIX: Configuring the
System to review the message. Then use the information from
Appendix B, “WebSphere Voice Response messages identified by
number,” on page 173 to respond to the message and solve the
problem. When you delete the last red or yellow message, the alarm
indicator changes color.
Applications and operations keywords turn gray
When you are using WebSphere Voice Response and the Applications and
Operations keywords on the Welcome window both turn gray, the processes
that control the voice application development functions have stopped
running. Use the information in WebSphere Voice Response for AIX: Configuring
the System to shut the system down, and then restart it (recycle the system).
Channel available indicator turns red independently
When the channel available indicator on the System Monitor channel graphic
turns red, it indicates that the channel is out of service. When a channel goes
out of service but has not been taken out of service, check the following:
Can you return the channel to service?
Use System Monitor window to put the channel in service. For more
information see WebSphere Voice Response for AIX: Configuring the
System.
Telephony problem without an alarm indicator
WebSphere Voice Response can experience telephony problems that do not
produce an alarm indicator. When the system is having such a problem, check
the following:
Are all the channels in service?
Use the System Monitor to display the status of all channels to which
the system is connected. If any channels are out of service, bring them
back into service. If the channels are all in service, the problem might
be at the switch end.

90 Problem Determination
For more information, see WebSphere Voice Response for AIX:
Configuring the System book.
Have you reactivated the trunk?
Use the System Monitor to deactivate the trunk and then activate it
again. This action performs a limited set of diagnostics on the digital
trunk adapter.
If the diagnostics indicate there is no problem with the digital trunk
adapter, you can use the information in the Installation, Maintenance,
and Parts Catalog to perform a more complete set of diagnostics on the
adapter.
Have you performed a loop-back test?
For DTTA, refer to the IBM Quad Digital Trunk Telephony PCI Adapter
(DTTA): Installation and User's Guide to perform a loop-back test
between selected points in the system.
Is the telephone network connection through a CSU?
If your configuration includes a CSU, request a loop-back test from
the Central Office to the CSU.
Are you using a signaling process that you developed yourself?
Check whether your signaling process is still running. Message 32011
in the error log indicates that a signaling process has terminated.
Use signaling interface tracing to check whether your signaling
process is still processing signaling interface primitives correctly. For
information on tracing signaling interfaces, see WebSphere Voice
Response for AIX: Programming for the Signaling Interface.
Licenses are not granted
If a license is requested but cannot be granted, a WebSphere Voice Response
alarm is generated. WebSphere Voice Response will continue to run but you
must correct the problem immediately, as you are breaking your licensing
agreement.
Do you have enough licenses?
It is your responsibility to ensure that you always have sufficient
licenses for your needs. If you do not have enough licenses for your
current WebSphere Voice Response usage, you must order more
immediately.
Are your licenses correctly enrolled and distributed?
If you think that you have ordered enough licenses for your usage of
WebSphere Voice Response, but the licenses are not being granted,
they might not be correctly enrolled and distributed. To find out
which licenses are not being granted use the following commands:
ps -ef | grep LRS

Chapter 3. Solving WebSphere Voice Response problems 91


The system displays the process ID (PID) for LRS.
kill -30 LRS_process_ID

A table of licenses that have been requested since WebSphere Voice


Response was started is displayed on the screen. License requests to
which a license was not granted are indicated by two asterisks.
For example:

Caller’s pid Type Count ProductID ProductName


** 25368 0 1 9900 WebSphere Voice
Response for AIX

** License was not granted


Try enrolling and distributing any licenses that are not being granted.
See WebSphere Voice Response for AIX: Installation for instructions.
Changes made to the license configuration might not take effect until
you have restarted WebSphere Voice Response.
Are your licenses split across concurrent groups?
Each time you distribute a set of licenses, License Use Runtime puts
these licenses into a separate concurrent group. These concurrent
groups can be accessed only one at a time. If WebSphere Voice
Response requests more than one license, they are only granted if
there are enough available licenses in a single concurrent group. For
example, if a full E1 trunk is enabled, WebSphere Voice Response
requests 30 channel licenses. Thirty channel licenses might be
available in total, but if they are not in the same concurrent group, the
request will be denied.
Use the procedure described in Are your licenses properly enrolled
and distributed? to determine which licenses are not being granted. If
the problem is with channel licenses and you have distributed your
licenses in more than one group, try removing any concurrent groups
that are not a multiple of 24 or 30 (depending on whether your trunks
are T1 or E1). Redistribute the licenses as a single group.
The system configuration GUI crashes when being closed
When closing system configuration windows from an X server emulator, the
system configuration panel crashes causing a core file RDX_RO.core to be
generated in the /var/adm/ras/dirTalk directory.

The problem is caused by the use of an incompatible X server emulator.

Check that the emulator being used fully supports the modal window type.
To do this, open a child window from the System Configuration panel, such
as Signaling Type. This window should take focus, so that you cannot click
back in the System Configuration window until the child window (in this case

92 Problem Determination
Signalling Type) is closed. If you can click in the System Configuration
window whilst a child window is open then your emulator does not properly
support modal type windows.

Change to an emulator which fully supports the modal window specification.


/dev/systrctl1... message is displayed in Dtstatus.out
Sometimes the following message is written to the WebSphere Voice Response
for AIX status window.
/dev/systrctl1: A file or directory in the path name does not exist.

This message is displayed when the dtalarmd daemon process attempts to run
the command trcstop -1 without trace running. It is not an error, but just a
message sent to stderr. The most likely reason for this to occur is that IBM
Support requested that a change be made to the file dtalarmd.update, to assist
in problem determination, but the change was subsequently not then reversed.

To resolve the problem:


1. Edit the file $SYS_DIR/dtalarmd.update. If there is an alarm_id entry with
a command parameter that calls the trcstop -1 command, review whether it
is appropriate to still have this entry in the file. If it is, do not change the
line.
Ensure that the trace command is running the next time the errorid
specified in the alarm_id entry is encountered. The trcstop -1 command
will then correctly stop the trace.
2. If the alarm_id entry is no longer required, delete or comment it out and
save the file.
3. Run the command DTalarmd -u to refresh the dtalarmd process. This
command does not affect the normal operation of WebSphere Voice
Response.
File db2diag.log increases up to the AIX system limit
The file size of /home/dtdb23in/sqllib/db2dump/db2diag.log can grow up to
the AIX system limit, while both WebSphere Voice Response and DB2 appear
to still be running normally.

The problem is caused by high levels of errors being generated from the DB2
database manager because the diagnostic level is incorrectly set.

To check the current setting for the level of diagnostic error that is reported:
1. Login using the account that you use to run WebSphere Voice Response
(the default is dtuser).
2. Type the following command to check the database manager
configuration:
db2 get dbm cfg | grep DIAGLEVEL

Chapter 3. Solving WebSphere Voice Response problems 93


If the current value for DIAGLEVEL is greater than 3, you should reset it
back to the default level of 3 as follows:
1. Shutdown WebSphere Voice Response by running the command
DT_shutdown.
2. Change the diagnostic level parameter by typing the following command:
db2 update dbm cfg using DIAGLEVEL 3
3. Stop and restart DB2 to bring the changed parameter into use by typing:
db2stop
db2start
4. Restart WebSphere Voice Response.
dtjflog fails during logging
The dtjflog command can fail if the output of the tail -f command is
passed to it without also specifying a sufficiently large buffer size for the tail
command (using the -b option).

Using tail -f log.n.log | dtjflog during logging sends a partial log tag to
dtjflog, from which dtjflog may sometimes fail to recover.

The problem occurs because the log file is a binary file, and tail needs to use
512-byte blocks to subdivide the content rather than use newline characters.
Changing the number of 512 byte blocks to a large enough buffer size
removes the first partial tag from the output.

Use the command: tail -f -b 20 log.n.log | dtjflog where n is a number


in the range 1 through 10.
WebSphere Voice Response VRBE OutOfMemory error
If the WebSphere Voice Response VRNode reports OutOfMemory errors,
specifically JVMCI015 or JVMCL053 when there are a large number of VRBE
application instances it means that the C-runtime heap of the Java process
(not the Java object heap) is full. Errors JVMCI015 and JVMCL053 are
reported in the VRNode log file (which is /var/dirTalk/DTBE/dtj_logs/
Node1.out by default.)

To resolve this problem, complete the following steps:


1. Stop VRBE (dtjstop followed by dtjshost -exit).
2. Edit the file /usr/lpp/dirTalk/DTBE/native/aix/dtjshost and comment
out, or delete, the following line:
export LDR_CNTRL=MAXDATA=0x40000000
3. Restart VRBE (dtjshost followed by dtjstart).

94 Problem Determination
Chapter 4. Using the ISDN_Monitor
This chapter describes how you can use the ISDN_Monitor to help with
problem determination.

The ISDN_Monitor
The ISDN_Monitor is designed to monitor an ISDN D channel without using
an expensive external ISDN line monitor. It receives events from the ISDN
Layer 2 protocol in WebSphere Voice Response rather than monitoring the
ISDN line directly. All the message flows that the ISDN_Monitor sees are the
same as those on an external ISDN line monitor, but if you need real timings,
you must use an external monitor.

The ISDN_Monitor displays and decodes Layer 2 frames and Layer 3


messages that are passed between the switch and WebSphere Voice Response
trunks.

The ISDN_Monitor is for:


v Problem determination in the field for installation
v Problem determination in the field for possible call-related problems from
you and from IBM support personnel

The ISDN_Monitor supports both E1 and T1.


Starting the ISDN_Monitor
To start the ISDN_Monitor, you must either be in the $VAEBIN directory, or
have your path set up to include this directory.

The ISDN_Monitor must be started after the ISDN trunk is enabled because it
sends a message to the active Layer 2 process telling it to start sending trace
message events. Layer 2 is active and running when the Disable and
Channels In Service buttons are enabled on the Pack.

To start the ISDN_Monitor from an AIX window command line, type the
following:

ISDN_MONITOR trunk_number

where trunk_number is the number of the trunk.

© Copyright IBM Corp. 1991, 2013 95


ISDN Layer 2 and 3 events are written to stdout so that they can be
monitored.

You can run more than one ISDN_Monitor on the ISDN trunks, but it is better
to run only one at a time because the large amount of information displayed
on the screen can affect system performance.
Stopping the ISDN_Monitor
You can stop the ISDN_Monitor at any time by using Ctrl+C. System
performance returns to normal when the ISDN_Monitor has been stopped.
Restarting the ISDN_Monitor
If you are running the ISDN_Monitor on a trunk, restart it by using the same
command that you used to start it.
Monitoring a trunk which is then disabled
The ISDN_Monitor does not terminate if you are monitoring a D channel and
the trunk is disabled. You must stop the ISDN_Monitor yourself by using
Ctrl+C. No tracing information is shown on the screen when you re-enable
the trunk until the previous instance of ISDN_Monitor is stopped, and a new
instance of ISDN_Monitor is started. This is because the ISDN Layer 2 process
is terminated after the trunk is disabled, and a new ISDN Layer 2 process is
started when the trunk is re-enabled.
Logging the ISDN_Monitor trace information to a file
If you want to run the ISDN_Monitor, and save the output to a file for later
analysis, there are two ways to do this:
v If you want the output written to the screen and to a file (called trace1.out
in this example) use the following command:
ISDN_MONITOR 1 | tee trace1.out
If you want the output written to the file only, use the following command:
ISDN_MONITOR 1 > trace1.out
Make sure that you have enough disk space for the file.
v Before you start the ISDN_Monitor,
1. Select the aixterm window.
2. Press Ctrl and the left mouse button.
3. On the resulting screen choose the 'Logging' option to log everything
that appears in the window to an 'Aixtermxxxxxxxxx' file. This file is
written to the home directory of the userid which started the aixterm
window.
Decoding the ISDN_Monitor output
The ISDN_Monitor decodes Layer 2 ISDN frames and Layer 3 ISDN
messages so that you can find out what is happening to calls on specific
channels.

96 Problem Determination
Layer 2
WebSphere Voice Response frames that are sent to the network are on the
left-hand half of the screen. Layer 2 frames that are sent to WebSphere Voice
Response from the network are shown on the right-hand half of the screen.

Figure 1 shows the trace of a typical startup sequence in which the switch
sends a Synchronous Asynchronous Balanced Mode Extended (SABME) frame
to start the ISDN Layer 2 link, and WebSphere Voice Response responds with
a UA frame to verify that the Layer 2 link is established. If no Layer 3
messages are being sent at this point, there is a handshake protocol on
Layer 2 with RR frames (RR means receiver-ready; that is, ready to receive
frames). This handshake is at 10 second intervals.

Q921 NETWORK 12:24:31 TEI=00 Cmd


SAPI=00 U FRAME - SABME
Q921 DT/6000 12:24:31 TEI=00 Rsp
SAPI=00 U FRAME - UA
Q921 DT/6000 12:24:41 TEI=00 Cmd
SAPI=00 S FRAME - RR NR=000
Q921 NETWORK 12:24:41 TEI=00 Rsp
SAPI=00 S FRAME - RR NR=000

Figure 1. Trace of a typical startup sequence

Trace elements

The elements of the trace are:


v Timestamp in hours, minutes and seconds.
v Terminal Endpoint Identifier (TEI). Only TEI = 00 is supported on Primary
rate. (Broadcast TEI = 127 is not supported.)
v Service Access Point Identifier (SAPI). This is 00 for Call primitives. (SAPI
16 for X.25 and 63 for Broadcast messages are not supported.)
v Cmd/Rsp flag. This decodes the Layer 2 Command/Response Flag to
determine whether the Layer 2 frame is a command or a response. In
Figure 1 the SABME was a command and the UA frame was a response.
An RR frame that is sent as a command expects the other end of the
connection to respond to the RR command with an RR response as shown
in Figure 1.
v On the second line of the decode there are U, S, and I frames
(Unnumbered, Supervisory, and Information frames).

Chapter 4. Using the ISDN_Monitor 97


v Unnumbered frames are used to establish and release the Layer 2 link and
have no connection to the data that is sent across it.

SABME is sent to try to establish the Layer 2 link.

UA (Unnumbered Acknowledgment) is sent in response to a SABME to verify


that the Layer 2 link is established, or sent in response to a DISC when the
link is released.

DISC (Disconnect) is sent to release the Layer 2 link.

DM (Disconnected Mode) is sent in response to a SABME if the Layer 2 link


cannot start. This is also sent in some error conditions.

Supervisory frames are used to control the flow of the data frames across the
Layer 2 link:
v RR (Receiver Ready)
v RNR (Receiver Not Ready)
v REJ (Reject Frame)

These frames have an associated Number of Frames Received (NR) counter;


this is displayed on the trace.

Information frames contain the Layer 3 messages for call processing, and for
link and channel initialization. These frames are sent with the Number of
Frames Received (NR) and also a Number of Frames Sent (NS).

When an ISDN trunk is disabled, WebSphere Voice Response sends a DISC


frame to the switch to inform it that the link is released and is unusable. See
Figure 2.

Q921 DT/6000 12:48:44 TEI=00 Cmd


SAPI=00 U FRAME - DISC
Q921 NETWORK 12:48:44 TEI=00 Rsp
SAPI=00 U FRAME - UA

Figure 2. WebSphere Voice Response sending a DISC frame to the switch

When the trunk has been enabled, a delay sometimes occurs before the switch
starts its Layer 2 protocol. WebSphere Voice Response tries to establish the
link if it has a Layer 3 message to send, so it sends up to four SABME frames
at one-second intervals (see Figure 3 on page 99). If the switch responds in
this time, the Layer 3 messages are sent; otherwise WebSphere Voice
Response waits for the switch to activate the link by sending SABME.

98 Problem Determination
Q921 DT/6000 12:50:01 TEI=00 Cmd
SAPI=00 U FRAME - SABME
Q921 DT/6000 12:50:02 TEI=00 Cmd
SAPI=00 U FRAME - SABME
Q921 DT/6000 12:50:03 TEI=00 Cmd
SAPI=00 U FRAME - SABME
Q921 DT/6000 12:50:04 TEI=00 Cmd
SAPI=00 U FRAME - SABME

Figure 3. WebSphere Voice Response sending SABME frames at one second intervals

Layer 3

Normally, the first Layer 3 messages that are sent between the switch and
WebSphere Voice Response are restart messages, which initialize trunks or
channels into a predefined state so that they are ready to initiate or receive
calls. Figure 4 shows an example of a RESTART message initializing a whole
trunk.

Q921 NETWORK 13:01:44 TEI=00 Cmd


SAPI=00 I FRAME NS=001 NR=000
Q931 <---- RESTART Ref=0000 Len=8 08 02 00 00 46
- 79 01 86
RESTART INDICATOR
3 : Single Interface
Q921 DT/6000 13:01:44 TEI=00 Rsp
SAPI=00 I FRAME NS=001 NR=001
Q931 ----> RESTART ACKNOWLEDGE Ref=8000 Len=8 08 02 80 00 4E
- 79 01 86
RESTART INDICATOR
3 : Single Interface

Figure 4. A RESTART message initializing a whole trunk

Layer 3 messages are displayed on the left hand side of the screen to allow
room for textual decodes. The direction of the message is shown by an arrow.
The previous Layer 2 frame decode of the I frame also shows the direction of
the frame.

The message shown in Figure 4 can be decoded as follows:

Chapter 4. Using the ISDN_Monitor 99


v Q931 = ISDN Layer 3.
v RESTART = Layer 3 message type.
v Ref=0000 = ISDN Layer 3 Call Reference. For channel and trunk messages,
this value is 0, but it is non-zero for call related messages. The Most
Significant Bit (MSB) is used to show which side initiated the event (for
RESTART) or which side initiated the call.
If the MSB=0, the call or event was initiated from that side. If it is set to 1,
it was initiated at the other side. You can see this by comparing the 'Ref'
fields on the RESTART and RESTART ACKNOWLEDGE messages.
v Len=8 = Length of ISDN message
v 08 02 00 00 46
– The first byte is the protocol discriminator. 08 is the one normally used,
but different values are used for maintenance control.
– The second byte is the call reference length. This is normally 2, but when
RESTART messages are received from some switches, it is 1.
– The third and fourth bytes are the Call Reference value in hexadecimal.
If the Call Reference length is only 1, only the third byte is used.
– The fifth byte (or fourth byte if it is not used for the Call Reference
value) is used as the Layer 3 message value. The value 46 is RESTART,
and 4E is RESTART ACKNOWLEDGE.
v After the first line decode, each Information Element (IE) is decoded with
the hex information displayed first.
v 79 01 86
– 79 = RESTART INDICATOR information element
– 01 = length of the Information element
– 86 = Octet 3 which is decoded as 'Single Interface'

The channel ID information element

The default in WebSphere Voice Response is to send RESTART messages to


the network whenever a channel is enabled. The Channel ID Information
Element tells the network which channel is involved, as shown in Figure 5 on
page 101.

In octet 3 “Interface Implicit” means that the identified B channel is on the


same trunk as the signaling channel.

100 Problem Determination


Q921 DT/6000 14:00:00 TEI=00 Cmd
SAPI=00 I FRAME NS=005 NR=003
Q931 ----> RESTART Ref=0000 Len=13 08 02 80 00 46
- 18 03 A9 07 83 81
CHANNEL IDENTIFICATION
3 : Interface Explicit, Primary, Exclusive, Not D-Chan, Channel in
next oct
4 : CCITT standard, Channel number in next octet, B channel units
5 : Channel 01
- 79 01 80
RESTART INDICATOR
3 : Indicated Channels

Figure 5. The channel ID information element

Figure 6 shows NFAS on a channel enabled on a trunk with no signaling. The


overall length of the message has increased by 1 byte, the interface is defined
as 'Explicit' which means that the Trunk Identifier in Octet 3a is defined.

Q921 DT/6000 14:02:23 TEI=00 Cmd


SAPI=00 I FRAME NS=003 NR=002
Q931 ----> RESTART Ref=0000 Len=14 08 02 80 00 46
- 18 03 C9 07 83 81
CHANNEL IDENTIFICATION
3 : Interface Explicit, Primary, Exclusive, Not D-Chan, Channel in
next oct
3a: Trunk Id 07
4 : CCITT standard, Channel number in next octet, B channel units
5 : Channel 01
- 79 01 80
RESTART INDICATOR
3 : Indicated Channels

Figure 6. Trace showing NFAS on a channel enabled on a trunk with no signaling

Outbound calls

Figure 7 on page 103 shows the flow of call related events for an outbound
call from WebSphere Voice Response:

The definition of the messages in Figure 7 on page 103 is:


v SETUP is used to ask for a Service Type in the Bearer IE. The channel to be
used is requested in the Channel Id IE. The number to telephone is in the

Chapter 4. Using the ISDN_Monitor 101


Called Party Number field. WebSphere Voice Response does not send
Calling Party Number to the switch, but as a service option the switch may
send this IE.
v CALL PROCEEDING is used to inform WebSphere Voice Response that the
channel can be used.
v ALERT is used to inform WebSphere Voice Response that the other party is
processing the call, but has not yet accepted it. You can think of this as the
RINGING state.
v CONNECT means that the other party has accepted the call and a voice
path has been established.

This is the Trunk Identifier provided by your service provider. WebSphere


Voice Response must be configured to use this trunk identifier or all calls on
this trunk will be rejected with the cause code of channel unacceptable.

102 Problem Determination


Q921 DT/6000 14:22:04 TEI=00 Cmd
SAPI=00 I FRAME NS=032 NR=032
Q931 ----> SETUP Ref=0001 Len=21 08 02 00 01 05
- 04 03 80 90 A3
BEARER CAPABILITY
3 : CCITT standard, Speech
4 : Circuit mode, 64kbit/s
5 : Layer 1 protocol G.711 A-Law
- 18 03 A9 83 81
CHANNEL IDENTIFICATION
3 : Interface Implicit, Primary, Exclusive, Not D-Chan, Channel in
next oct
4 : CCITT standard, Channel number in next octet, B channel units
5 : Channel 01
- 70 04 80 31 31 30
CALLED PARTY NUMBER
3 : Unknown, Unknown
4 : Number is 1 1 0
Q921 NETWORK 14:22:04 TEI=00 Rsp
SAPI=00 RR FRAME NR=032
Q921 NETWORK 14:22:05 TEI=00 Cmd
SAPI=00 I FRAME NS=033 NR=032
Q931 <---- CALL PROCEEDING Ref=8001 Len=10 : 08 02 80 01 02
- 18 03 A9 83 81
CHANNEL IDENTIFICATION
3 : Interface Implicit, Primary, Exclusive, Not D-Chan, Channel in
next oct
4 : CCITT standard, Channel number in next octet, B channel units
5 : Channel 01
Q921 DT/6000 14:22:05 TEI=00 Rsp
SAPI=00 S FRAME - RR NR=033
Q921 NETWORK 14:22:05 TEI=00 Cmd
SAPI=00 I FRAME NS=034 NR=032
Q931 <---- ALERTING Ref=8001 Len=5 : 08 02 80 01 01
Q921 DT/6000 14:22:05 TEI=00 Rsp
SAPI=00 S FRAME - RR NR=034
Q921 NETWORK 14:22:06 TEI=00 Cmd
SAPI=00 I FRAME NS=035 NR=032
Q931 <---- CONNECT Ref=8001 Len=5 : 08 02 80 01 07
Q921 DT/6000 14:22:06 TEI=00 Rsp
SAPI=00 S FRAME - RR NR=035
Chapter 4. Using the ISDN_Monitor
Figure 7. Flow of call related events for an outbound call from WebSphere Voice Response
103
Unsuccessful outbound calls
Some outbound calls are unsuccessful because channels are busy or telephone
numbers are invalid, Figure 8 on page 105 shows the trace from such a call.

The Cause IE, in the Release Complete message, gives the reason why the call
was failed or rejected. These cause codes are mapped onto edges in the
MakeCall state table action; in this case a Network Busy edge will be
returned.

104 Problem Determination


Q921 DT/6000 16:12:04 TEI=00 Cmd
SAPI=00 I FRAME NS=072 NR=095
Q931 ----> SETUP Ref=0005 Len=21 08 02 00 01 05
- 04 03 80 90 A3
BEARER CAPABILITY
3 : CCITT standard, Speech
4 : Circuit mode, 64kbit/s
5 : Layer 1 protocol G.711 A-Law
- 18 03 A9 83 81
CHANNEL IDENTIFICATION
3 : Interface Implicit, Primary, Exclusive, Not D-Chan, Channel in
next oct
4 : CCITT standard, Channel number in next octet, B channel units
5 : Channel 01
- 70 04 80 39 39 30
CALLED PARTY NUMBER
3 : Unknown, Unknown
4 : Number is 9 9 0
Q921 NETWORK 16:12:04 TEI=00 Rsp
SAPI=00 RR FRAME NR=072
Q921 NETWORK 16:12:04 TEI=00 Cmd
SAPI=00 I FRAME NS=096 NR=072
Q931 <---- RELEASE COMPLETE Ref=8005 Len=9 : 08 02 80 01 5A
- 08 02 80 AC
CAUSE
3 : CCITT standard, User
4 : Requested circuit/channel not available
Q921 DT/6000 16:12:05 TEI=00 Rsp
SAPI=00 S FRAME - RR NR=096

Figure 8. Outbound call fails

Call clearing

Call clearing messages are defined as follows:


v DISCONNECT starts the call clearing process on the specified Call
Reference. You don’t have to specify channel id because there is a table in
each Layer 3 protocol which links Call Reference to a channel.
v RELEASE acknowledges the clearing message so that both sides know that
the call is being cleared. When the protocol receives a RELEASE message it
sends a RELEASE COMPLETE message to the other end and clears the call
fully from that side of the interface.

Chapter 4. Using the ISDN_Monitor 105


v RELEASE COMPLETE is returned to the side which sent the RELEASE
message. The call is now fully cleared. The channel on which the call was
allocated is now free for another call to be set up.

Figure 9 shows a trace of a call clearing.

Q921 NETWORK 16:15:09 TEI=00 Cmd


SAPI=00 I FRAME NS=103 NR=076
Q931 <---- DISCONNECT Ref=8009 Len=9 : 08 02 80 01 5A
- 08 02 80 90
CAUSE
3 : CCITT standard, User
4 : Normal Call Clearing
Q921 DT/6000 16:15:09 TEI=00 Rsp
SAPI=00 S FRAME - RR NR=103
Q921 DT/6000 16:15:09 TEI=00 Cmd
SAPI=00 I FRAME NS=077 NR=103
Q931 ----> RELEASE Ref=0009 Len=5 08 02 00 09 AD
Q921 NETWORK 16:15:10 TEI=00 Rsp
SAPI=00 RR FRAME NR=077
Q921 NETWORK 16:15:10 TEI=00 Cmd
SAPI=00 I FRAME NS=104 NR=077
Q931 <---- RELEASE COMPLETE Ref=8009 Len=5 : 08 02 80 01 5A

Figure 9. Trace of a call clearing

Other ISDN messages


Other ISDN messages may occur. For more information:
On ISDN Layer 2 frames see
ITU-T Q.921
On ISDN Layer 3 messages or Information elements see
v ITU-T Q.931 standards
v ETSI (European Telecom Standards Institute) ETS 300 102-1 User-network
interface Layer 3
v The relevant 5ESS or Northern Telecom ISDN Primary Rate Interface
Specifications.

106 Problem Determination


Chapter 5. Introducing the WebSphere Voice Response
alarm messages
WebSphere Voice Response monitors its own hardware and software
operations. When something happens that affects an operation, WebSphere
Voice Response documents the situation by generating an error message. The
WebSphere Voice Response error messages are listed in Appendix B,
“WebSphere Voice Response messages identified by number,” on page 173.

WebSphere Voice Response categorizes error messages according to how


severely the situation affects system operations. Error messages are also filtered
to ensure that a potentially destructive situation is called to your attention
and does not go unresolved for long.

WebSphere Voice Response generates a different set of messages during data


migration activities. These messages are described in Appendix A, “Messages
issued during migration or import,” on page 169.

Message destinations
Every error message that WebSphere Voice Response generates has three
potential destinations:
1. The WebSphere Voice Response error log
2. Alerts logged in the AIX error log or set as SNMP traps
3. The WebSphere Voice Response alarms console (viewed using System
Monitor or the ASCII console)

All error messages are recorded in the WebSphere Voice Response error log.
Some of the messages are also alertable to a remote manager, either via the
AIX error log or via SNMP, or sent to the WebSphere Voice Response alarms
console. The information about each message in Appendix B, “WebSphere
Voice Response messages identified by number,” on page 173 includes the
destination. For details of how to configure WebSphere Voice Response to
send alertable errors to NetView/390 or NetView for AIX via the AIX error
log or SNMP traps, see WebSphere Voice Response for AIX: Configuring the
System.

You can look at messages in the error log, using a text editor. The error log
includes complete information about a message.

WebSphere Voice Response for AIX: Configuring the System describes how to use
the System Monitor to review a message. The System Monitor displays

© Copyright IBM Corp. 1991, 2013 107


complete information about a message, including the explanation and user
response as shown in Appendix B, “WebSphere Voice Response messages
identified by number,” on page 173.

Message content
An entry in the WebSphere Voice Response error log is shown here, with an
indication of the line and column numbers:

Line 1 always has exactly the format shown—the details of the time vary but
the type of information in each column does not change. The string, EE Entry,
in the first eight columns identifies the start of a new error message.

Line 2 contains a brief description of the error. Its length varies but it always
begins in column 1.

Line 3:
sequence (1- to 6-digit number left-justified in columns 16 through 21):
The sequence number of the error. This number begins at 1 each time
WebSphere Voice Response is started, and is incremented for each
subsequent error.
csec (1- to 2-digit number left-justified in columns 36 through 37):
The number of 1/100 seconds (centiseconds) that this error was
generated after the time in line 1.
error_id (1- to 5-digit number left justified in columns 56 through 60):
The WebSphere Voice Response error message ID, as listed in
Appendix B, “WebSphere Voice Response messages identified by
number,” on page 173.

108 Problem Determination


1 1 2 2 3 3 4 4 5 5 6 6 7 7
1...5....0....5....0....5....0....5....0....5....0....5....0....5....0....5
1 EE Entry Time: Fri Jan 14 10:30:04 1994
2 OAM Problem with File Access
3 sequence = 74 csec = 97 error_id = 25022
4 asi_id = 1 appl_id = 16 error_no = 52
5 severity = WHITE vpd_discr = VAE module_id = GENVAE
6 assoc_cls = NONE alarm_thr = 0 assoc_alm = 0
7 appl name = OAM
8
9 parameter type parameter value
10 ---------- ------ -------------------
11 process string OAM
12 routine string OAM_log_trace_string()
file string /usr/lpp/dirTalk/db
access string fflush

Figure 10. Message information in the WebSphere Voice Response error log

Line 4:
asi_id: In the current implementation, this field is always 1.
appl_id (1- to 4-digit number left-justified in columns 36 through 39):
The WebSphere Voice Response internal identifier of the process that
generated the error.
errno (up to 6 digit number left justified in columns 56-610):
The value of the AIX-defined global variable, errno, at the time the
error was generated. This is irrelevant for some errors, but an
important parameter for others. You can find definitions for these
errors in the errno.h in the /usr/include/sys directory.

Line 5:
severity: (1- to 6-character string in columns 16 through 21):
Indicates the severity of the error. Possible values are WHITE, GREEN,
YELLOW and RED. The meanings of these severities are defined in
“Message Categories”. This program examines the first character only,
and converts to the numbers 1,2,3, and 4 respectively.
vpd_discr:
In the current implementation, this field does not provide useful
information.
module_id:
In the current implementation, this field always contains GENVAE.

Chapter 5. Introducing the WebSphere Voice Response alarm messages 109


Line 6:
assoc_cls:
In the current implementation, this field is not used (contains NONE).
alarm_thr:
In the current implementation, this field is not used.
assoc_alm:
In the current implementation, this field is not used.

Line 7:
appl name (variable character string from column 16 to the end of the line)
This is the WebSphere Voice Response name of the process that raised
the error.

Line 8 is always a blank line. The following lines occur only if the error has
parameters. Otherwise the next line is blank followed by the start of the next
error.

Line 9: If the error has parameters, this line is exactly as shown in Figure 10
on page 109.

Line 10: This line is exactly as shown in Figure 10 on page 109, underlining
the previous line.

Line 11: The start of a parameter.


Columns 16 through 23:
The name of the parameter. The name is defined separately for each
parameter of each error.
Columns 26 through 36:
The parameter type: decimal, integer, long, uinteger, ulong,
hexadecimal, address, character, uchar, or string.
Columns 38 through the end of the line (and beyond):
The parameter value. This is always a character string, so numeric
type parameters have been converted to strings, in the format you
would expect. So for hexadecimal, for example, to extract the original
value you could use sscanf() on the parameter value, specifying a
number base of 16 for the conversion.

Note: The parameters can contain new-line characters, so parameters


can span multiple lines. This is, however, very rare. This makes
parsing harder, because it is not so obvious where the next parameter
starts. This program only collects the first line of a parameter value,
and detects the start of the next parameter by looking for three spaces

110 Problem Determination


at the start of the line, followed by a non-space, and a space in
column 25 and non-space in column 26.
Line 12 onwards
Further parameters, until the end of the error, where there is a blank
line followed by the start of the next error. The error log never
contains partial error messages—all the information described is
included for each error.

Message categories
Every WebSphere Voice Response message is assigned to one of four
categories. Each category is identified by a color. When a message is posted to
the System Monitor, the message generates an alarm. The alarm graphic on
the System Monitor reflects the urgency of the messages that have generated
alarms. (For more information about the color of the alarm graphic, see
WebSphere Voice Response for AIX: Configuring the System)

The four message categories are:


Red A red message documents a condition that requires immediate
attention. For example, a message documenting the failure of an
adapter is a red message.
The condition generating a red message must be resolved
immediately. Otherwise, WebSphere Voice Response cannot continue
to operate reliably. All red messages are posted to the System Monitor.
Red messages are also written to the AIX NetView log.
Yellow
A yellow message documents a problem situation. The situation
requires recovery, either by the WebSphere Voice Response recovery
function or by your intervention. For example, a message
documenting that a task received an unrecognizable response to an
internal request is a yellow message. A message indicating that the
system is about to run out of disk space or memory is also a yellow
message.
While a condition generating a yellow message may not cause the
system to fail, operations will be less effective until the condition is
alleviated. All yellow messages are posted to the System Monitor.
Green
A green message documents an event that clears an earlier error
condition. For example, the system may have generated a yellow
message because of a shortage of disk space. The message indicating
that the condition has been alleviated and the yellow message has
been cleared is a green message.

Chapter 5. Introducing the WebSphere Voice Response alarm messages 111


Green messages are posted to the System Monitor when they
document an “error clear” condition or include instructions for you to
do something.
White
A white message documents a nonerror event. Messages documenting
routine system maintenance, for example, are white messages.
White messages are posted to the System Monitor when they include
instructions for you to do something.

“Messages affected by filtering” on page 163 lists the WebSphere Voice


Response error messages by category.

Message filtering
Red and yellow messages document situations in which time is of the essence.
By posting these messages to the System Monitor, WebSphere Voice Response
uses the alarm graphic to alert you to such situations.

Some messages document situations that if attended to immediately, represent


relatively minor problems, but if ignored, can create a major disaster. For
example, the system generates a yellow message to alert you to a shortage of
disk space. If you free disk space immediately, there is usually no impact on
the system. But if you do not free disk space, the system may run out of space
and stop operating.

To help ensure that you resolve situations requiring prompt attention before it
is too late, WebSphere Voice Response filters all error messages. When the
filtering process determines that the rate at which the message is being
generated exceeds the predetermined threshold for that message, the system
increases the severity level of the message and may also route the message to
additional destinations.

For example, error message 5010 documents a situation in which the system
cannot retrieve information from the WebSphere Voice Response database.
This message is classified as a yellow message. The system sends the message
to the WebSphere Voice Response error log and also posts it to the System
Monitor, which displays a yellow alarm. If the system generates the message
12 times in 60 seconds, the filtering process reclassifies the message as red.
WebSphere Voice Response then sends the message to the AIX NetView log as
well as to the WebSphere Voice Response error log and to the System Monitor,
which displays a red alarm. The filtering process thereby encourages you to
attend to a potentially dangerous situation before the situation is out of
control.

112 Problem Determination


The filtering process only affects certain predetermined messages. Both the
messages that are affected by filtering and the predefined threshold for each
message are listed in “Messages affected by filtering” on page 163.

Messages by severity
This section lists the numbers of the WebSphere Voice Response messages in
each color category.

This table Lists these messages

Table 2 Red

Table 3 on page 127 Yellow

Table 4 on page 151 Green

Table 5 on page 154 White

For detailed information about each message, see Appendix B, “WebSphere


Voice Response messages identified by number,” on page 173.

Red messages
Table 2. WebSphere Voice Response messages classified as Red

Message Number Message Text

2002 Channel process manager initialization failed

2003 Internal channel process manager error

5001 Cannot receive data from message queue

5002 Task initialization failed. Process exiting.

5003 Unable to attach to message queue. Process exiting.

5004 Could not allocate memory. System call malloc() failed.

5005 Notify_appl() failed

5007 Invalid file permissions

Chapter 5. Introducing the WebSphere Voice Response alarm messages 113


Table 2. WebSphere Voice Response messages classified as Red (continued)

Message Number Message Text

5008 Get buffer blocks failed

5054 Request received with invalid data

5055 Invalidate failed

5056 Invalidate state table failed

5057 Invalidate prompt directory failed

5058 Invalidate prompt directory failed

5059 Invalidate var map relations failed

5061 System call fork() failed

5063 Create file or table failed (dmscrea or dmstopn)

5064 Create index failed (dmscrei or dmsicre)

5078 File type corrupted

5079 Function type corrupted

5093 Recover DMS failed

5095 Key is reserved: access not permitted

5103 Siglib error setting message waiting indicator

5200 SQL database transaction or request failure

5301 Database server down

5310 DBHEALTH reports problem with CUR_DIR files

5312 DBHEALTH reports problem with CUR_DIR or DB2

5313 DBHEALTH problem with CUR_DIR or DB2

114 Problem Determination


Table 2. WebSphere Voice Response messages classified as Red (continued)

Message Number Message Text

5315 DBHEALTH DB2 Database problem

5316 DBHEALTH DB2 Database Fetch data length error

5317 DBHEALTH reports problem with CUR_DIR

10001 Could not fork a child process

10002 Could not execute the child process

10006 Attempt to allocate shared memory failed

10007 Attempt to allocate semaphore failed

10008 Attempt to allocate message queue failed

10012 Node manager message queue removed

10022 Abnormal termination detected in previous WebSphere Voice


Response execution

10100 System startup error

10101 Failed to execute initialization script

10500 Database and file system integrity check failed

13008 License request has failed because of hard-stop

13014 License request has failed because the license is unauthorized

14006 SMSI error retrieving sysparm data

14007 SMSI error opening tty device

14023 SMSI: signalling library call failed

14026 SMSI: could not connect to siglib

14027 SMSI: MWI database error

Chapter 5. Introducing the WebSphere Voice Response alarm messages 115


Table 2. WebSphere Voice Response messages classified as Red (continued)

Message Number Message Text

17001 I/O memory exception

17002 Telephony hardware not interrupting

17003 Channel error on pack

17004 E1 or ethernet signal loss qualified alarm

17005 E1 2MB alarm indicator signal qualified alarm

17006 E1 frame alignment loss qualified alarm

17007 E1 remote alarm indicator qualified alarm

17008 E1 excessive error qualified alarm

17012 T1 or ethernet loss-of-signal qualified alarm

17013 T1 alarm indicator signal qualified alarm

17014 T1 remote alarm indicator qualified alarm

17015 T1 out-of-frame qualified alarm

17033 Signalling software error

17061 Digital trunk adapter: irrecoverable status

17063 Power supply unit failure (dual configuration)

17068 Device driver counter corruption detected

17300 PCI adapter exception detected

17301 Pack failure reported by telephony adapter

17302 Telephony adapter detected failure

17305 DTTA adapter failure.

116 Problem Determination


Table 2. WebSphere Voice Response messages classified as Red (continued)

Message Number Message Text

17600 TDM clock daemon died

17605 Armed master device failed to take over disabled master

17606 Internal error in TDM clock daemon

17607 TDM clock daemon experienced out of memory condition

17608 TDM clock daemon cannot find any telephony adapters

17610 TDM clock fork failed

17710 DSP microcode could not be loaded onto a DTTA adapter.

17800 Not enough parameters provided to startup diagnostics

17803 Unexpected error code reported by diagnostics

17805 Tested ARTIC card is not a telephony adapter

17806 Adapter flash PROM power-on self test failed

17807 Failed to access adapter components

17808 Adapter AIB VERO component test failed

17809 Telephony adapter VPIC component test failed

17810 SC4000 component test failed

17811 AIB diagnostics cannot open SC4000 device driver

17812 Unexpected software error during AIB startup diagnostics

17813 SCBus connection problem between telephony adapters

17820 Telephony adapter diagnostics cannot open device driver

17821 Unexpected software error during pack startup diagnostics

Chapter 5. Introducing the WebSphere Voice Response alarm messages 117


Table 2. WebSphere Voice Response messages classified as Red (continued)

Message Number Message Text

17826 Failed to load microcode file from system unit to adapter

17900 Failed to add stanza information to ODM database

17901 Failed to define device

17902 Failed to configure device

17903 Failed to create telephony adapter devices

17904 Failed to clean up telephony adapter devices

17905 Invalid parameter passed to script

17906 UNUSED

17907 Failed to unconfigure device

17908 Could not load file onto telephony adapter

17909 AIB initialize procedure failed

17910 ioctl to telephony adapter device failed

17911 File not found

17912 File not executable

17913 Syntax error invoking DTQA_ioctl program

17914 DTQA_ioctl program could not open device file

17916 DTQA_ioctl program error on ENABLE

17917 Not enough parameters when calling script

17918 UNUSED

17919 UNUSED

118 Problem Determination


Table 2. WebSphere Voice Response messages classified as Red (continued)

Message Number Message Text

17920 Cannot move device from undefined to defined state

17921 Cannot move device from undefined to defined state

17922 Cannot move device from defined to undefined state

17923 Cannot move device from defined to available state

17924 Cannot move device from available to defined state

17925 Cannot add device information to PdDv class of ODM

17926 Cannot undefine all WebSphere Voice Response information


from ODM

17929 Root permission required to run tool

17931 DTQA_ioctl program could not query packs present

17932 DTQA_ioctl program returned invalid output

17933 DTQA_ioctl program failed

17934 Kernel extension already loaded

17935 dtdd define method failed

17942 Configuration method failed to get vital product data (VPD)


from hardware.

17943 Configuration method failed to get vital product data (VPD)


from hardware.

17944 Configuration method called with invalid parameters

17946 Configuration method failed to access ODM

17947 Configuration method failed to lock ODM

17948 Configuration method failed to lock ODM

Chapter 5. Introducing the WebSphere Voice Response alarm messages 119


Table 2. WebSphere Voice Response messages classified as Red (continued)

Message Number Message Text

17949 Configuration method failed to find expected data in ODM

17950 Configuration method failed to find data in ODM

17951 Configuration method called with device already available

17952 Configuration method failed to load kernel extension into


memory

17953 Configuration method failed to allocate a major number

17954 Configuration of logical device failed

17955 Configuration of logical device failed

17956 UNUSED

17957 UNUSED

17958 UNUSED

17961 odmadd failed to set up telephony adapter interrupt priority

17962 rmdev failed to remove an ARTIC device

17963 mkdev failed to make an ARTIC device available

17964 Adapter card not set up with high enough interrupt priority

17965 Failed to start tdmclockd daemon

17966 DTQA_ioctl program error on ENABLE

17967 Device driver I/O failure

17969 Device driver lost communications link to embedded software

17970 Adapter failure reported

17972 TDM hardware failure reported by telephony adapter

120 Problem Determination


Table 2. WebSphere Voice Response messages classified as Red (continued)

Message Number Message Text

17973 Telephony adapter driver detected invalid size on primitive

17974 Telephony adapter driver ran out of CCS receive mbufs

17976 UNUSED

17979 Error found by adapter HAL (hardware access layer) or other


related software

17980 A wrap plug is installed in the telephony adapter cable socket

17981 Cable with unknown ID installed in telephony adapter

17982 No cable installed in telephony adapter

17983 Errors found testing SCBus connection to telephony adapter

17986 DTTA adapter could not be reset.

17987 DTTA adapter could not be loaded.

17988 DTTA adapter failed to load DSP microcode

17990 DTTA trunk type could not be set.

17991 Uncompressed dump of a DTTA adapter failed.

19006 ACL: error retrieving sysparm data

19007 ACL: error opening mpq device

19023 ACL: signalling library call failed

19026 ACL: cannot connect to siglib

19030 ACL: cannot access iconv functions for ASCII to EBCDIC


conversion

19031 ACL: iconv failed for ASCII to EBCDIC conversion

Chapter 5. Introducing the WebSphere Voice Response alarm messages 121


Table 2. WebSphere Voice Response messages classified as Red (continued)

Message Number Message Text

20504 Custom server user-defined red alarm

20603 SS7 component red alarm

23002 Error accessing database

23003 Error attaching queue

23004 Error allocating memory

23009 SMSERVER discarding statistics messages

24913 Call to malloc() failed in SNA library

24914 SNA system status could not be retrieved

25005 OAM test alert message for console

25028 OAM pool buffer alert message

25032 OAM process alert message

25039 OAM file system alert

25045 OAM process restart failed

25068 OAM test: sample SW alert test

25069 OAM test: sample HW alert test

25072 OAM corrupt buffer

25088 SNA attachment inactive

25100 OAM test message AIXLOG alert

25107 OAM time out on automatic enabling of trunks

26001 SNMP smux error

122 Problem Determination


Table 2. WebSphere Voice Response messages classified as Red (continued)

Message Number Message Text

26002 SNMP read objects error

26003 SNMP agent text20bj error

26005 SNMP object entry not found

26006 SNMP smux registration error

26007 Smux PDU close error

26010 SNMP message queue attachment error

26011 SNMP failed access to system parameters

26012 SNMP failed attach to 3270 shared memory

26013 SNMP failed initializing SS7

27010 Pack enablement failed

27016 Diagnostics failed

27017 Diagnostics failed

27046 SDI failed to enable pack because signalling process was missing

27047 SDI: pack type changed while WebSphere Voice Response was
running

27048 SDI timed out on pack diagnostics

27055 SDI detected signalling process termination

27056 SDI timed out on trunk enable request to signalling process

27058 SDI enable trunk failed by signalling process

27062 SDI failed to initialize with signalling library

27065 Trunk disable requested by signalling process

Chapter 5. Introducing the WebSphere Voice Response alarm messages 123


Table 2. WebSphere Voice Response messages classified as Red (continued)

Message Number Message Text

27066 SDI enable channel failed by signalling process

27080 Pack has failed too many times. Re-enable cancelled.

27081 Telephony adapter has failed too many times. Re-enable


cancelled.

27084 Trunk Enable Failed due to missing TDM Management

29111 Insufficient disk space for ISDN environment services

29203 ISDN signalling process initialization failure

29209 ISDN signalling process executable could not be found

29210 ISDN signalling process could not start Layer 3

29211 ISDN signalling process could not start Layer 2

29217 ISDN signalling process trunk error

29218 ISDN signalling process detected Layer 3 death

29219 ISDN signalling process detected Layer 2 death

29400 Invalid ISDN Layer 3 task number passed from call control

29401 ISDN Layer 3 user initialization parameter error

29402 ISDN Layer 3 initialization parameter error

29403 ISDN Layer 3 internal error

29601 Invalid ISDN Layer 2 task number passed from call control

29602 ISDN Layer 2 user initialization parameter error

29604 ISDN Layer 2 failure opening/closing D channel access via


device driver

124 Problem Determination


Table 2. WebSphere Voice Response messages classified as Red (continued)

Message Number Message Text

29605 ISDN Layer 2 failure. No response from ISDN Layer 1


microcode.

29606 ISDN Layer 1 initialization parameter error

29608 ISDN Layer 1 failure to activate when enabled

29609 ISDN Layer 2 internal error

29610 ISDN Layer 2 detected invalid incoming frames

29612 ISDN Layer 2 had an error trying to start its child process

29613 ISDN Layer 2 failed to stop its child process

29614 ISDN Layer 2 child died

29615 ISDN Layer 1 discarding incoming messages. Lack of buffers in


pool.

29617 ISDN Layer 3 is unable to process an incoming call.

29800 VoIP Media (UPA) Internal Failure

29802 VoIP H323 signalling process Internal Failure

29804 VoIP SIP signalling process Internal Failure

29809 VOIP signalling process initialization failure

29814 VOIP signalling process could not start Layer 3

29820 VOIP signalling process trunk error

29821 VOIP signalling process detected SIP Layer 3 termination

29823 Ethernet not in sync


29825 SIP Register Failed To Contact Registrar
29829 VoIP SIP Layer 3 Has Terminated

Chapter 5. Introducing the WebSphere Voice Response alarm messages 125


Table 2. WebSphere Voice Response messages classified as Red (continued)

Message Number Message Text


29831 VoIP SIP Layer 3 Will Not Be Restarted
29832 Allowed Hosts List Could Not Be Read

30001 D7 software component failure

30002 D7 request rejected

30003 D7 Configuration Problem

30018 Configuration Information not Loaded

30019 System Problem

30024 SS7 Link Not Active

30027 D7 Environment problem

30028 DTTA Loopback

30038 SS7 Environment Problem

30045 E1/T1 - Mixed Trunk Standards

30048 D7WVRErrorReport Custom Server

30100 SS7 - Distributed7 Not ready

30101 Distributed7 Initialisation Problems

30109 Signaling Library message for non-bearer circuit

30110 SS7 message for non-bearer circuit

30111 SS7 Error message for non-bearer circuit

30112 Block Pending SS7 Error message

30113 Distributed7 has issued a circuit reset

30203 SS7 Stack D7 - reports critical alert

126 Problem Determination


Table 2. WebSphere Voice Response messages classified as Red (continued)

Message Number Message Text

30204 SS7 Stack D7 - reports fatal alert

30211 Machine removed from SS7/D7 Cluster

30218 SS7 - Distributed7 reports a LinkSet is DOWN

30219 SS7 - Distributed7 reports a Link is DOWN

30223 SS7 - Distributed7 has reported a Destination is UNAVAILABLE

30504 TDM connection management: connection server error (red)

30506 TDM connection management: configuration error

30507 Software error detected in TDM connection management

30508 TDM connection management aborted

32001 Signalling interface: task initialization failed

32002 Signalling interface: open device failed

32004 Signalling interface: polling error

32014 Signalling interface: device driver queue for CCS full

32017 Signalling interface: invalid trunk on alarm event from driver

32018 Signalling interface: invalid channel on alarm event from driver

Yellow messages
Table 3. WebSphere Voice Response messages classified as Yellow

Message Number Message Text

1 Internal channel process error

2 Start/restart or initialization failed

Chapter 5. Introducing the WebSphere Voice Response alarm messages 127


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

3 Call processing error

100 Action parameter invalid

101 Server data invalid

105 Error return from host request

106 Host server failed

110 Server timeout

111 Error receiving data from custom server or 3270 server

116 Could not translate key

117 DPRB manager function failed

199 State table action request timeout

200 State table request timeout

201 Voice buffer underrun

203 Cache request timeout

207 DBIM request timeout

209 Mailbox request timeout

211 Profile request timeout

214 Timed out waiting for disk space information

300 Voice segment not found

400 Profile not found

401 Default profile not found

128 Problem Determination


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

402 Profile deleted in use

403 Invalid caller mailbox ID

404 Profile unlock request not granted

405 Audio name not found

406 No profile ID

407 No profile ID

408 User greeting not found

409 Invalid schedule ID specified

500 State table not found

501 State table nesting too deep

502 State table has not been validated

503 State ID not found in table

504 State label not found in state table

505 Parameter mismatch in InvokeStateTable area

507 Application loop detected

600 Prompt directory not found

601 Prompt not found

603 No prompt directory specified in state table

604 Unable to interpret operation in prompt description

605 Prompt directory could not be retrieved

Chapter 5. Introducing the WebSphere Voice Response alarm messages 129


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

620 System cannot retrieve specified variable

621 System cannot set the requested variable

624 Action failed during host execution

630 Host session received unknown request

650 Unexpected status found in DPRB

700 Could not create voice message.

701 Message request failed

702 Tried to delete invalid message

703 Distribution list request timed out

704 Distribution list request failed

705 Distribution list update request timed out

706 Distribution list update request failed

707 Action failed because of no valid message in mailbox

708 Action failed because of no valid message in workspace

800 Voice table not found

801 Voice table entry not found

810 Invalid variable assignment

900 System parameter undefined

901 System parameter invalid

906 System parameter for function key undefined or invalid

130 Problem Determination


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

1000 Application error: invalid request # in data block

1001 Application error: invalid function or subfunction

1100 Could not initialize local variable table. Cannot start check.

1202 No line assigned

1300 Background music action failed

1304 Could not set requested channels

2000 Could not obtain memory buffers

2004 Channel process manager received invalid message

2006 No free channel processors could be allocated

2007 Low free channel process warning

5010 Unable to open database file

5027 Write failed

5031 Read failed

5036 File delete failed

5039 File compression failed

5045 Segment retrieve failed

5062 Open file or table failed (dmsopen or dmstopn)

5067 Add record failed (dmsadd)

5068 Get record by key failed (dmsgetk)

5069 Get record sequentially failed (dmsgets)

Chapter 5. Introducing the WebSphere Voice Response alarm messages 131


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

5070 Get record by RBA failed (dmsgetd)

5071 Deletion of row/record/table/file failed (dmsdelt)

5072 Modify record failed (dmsmod)

5073 Modify record failed (dmsmodc)

5074 Commit failed (dmscmit)

5076 Get record key failed (dmskey)

5077 Get record by address failed (dmsrba)

5082 Attempt to update nonexistent unit

5083 Could not make file name

5084 Select on table failed (dmsslct)

5085 Update row failed (dmsupdt)

5086 Fetch row failed (dmsftch)

5087 Insert row failed (dmsisrt)

5088 SGAM data unit locked

5089 No application level lock buffer available

5090 File descriptor list full

5094 Vital statistics corrupt

5097 Internal programming error

5201 Database connection failed

5250 __OM_OpenVoice returned an error

132 Problem Determination


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

5251 __OM_CloseVoice returned an error

5252 __OM_GetVoice returned an error

5253 __OM_GetVoiceHdr returned an error

5254 __OM_PutVoice returned an error

5255 __OM_PutVoiceHdr returned an error

5256 __OM_DeleteVoice returned an error

5257 __OM_SaveVoice returned an error

5319 Invalid msg creation time detected

5320 System clock jumped

5322 Invalid msg sent time detected

10003 Could not start executable file

10013 System parameters file corrupt

10023 Signalling library configuration problem

11001 No table entries available

11003 Table received with bad CRC

11004 Routine called with invalid request

12001 Task_init() failed

12002 Msgrcv() failed

12003 Msgsnd() failed

12004 Pool_get() failed

Chapter 5. Introducing the WebSphere Voice Response alarm messages 133


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

12005 Notify_appl() failed

12006 Malloc() failed

12007 Attachs() failed

12008 Attachq() failed

12009 Attachm() failed

12010 Invalid message type

12020 Signal setup failed

12021 Error enroll failed

12202 Message pointer is null. Cannot send message.

12250 Target appl_id not channel process

12252 DPRB circular buffer overflowed

12253 Invalid event type

12305 Core file created

12401 Truncated voice file detected

13001 License Request Server initialization failure

13002 LRS attempt to attach queue failure

13003 LRS attempt to clean up requested licenses failure.

13004 LRS failed to get storage from buffer pool.

13005 LRS attempt to initialise the License Use Manager failed.

13006 LRS attempt to receive a message from its queue failed

134 Problem Determination


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

13007 LRS received bad message format on its message queue

13009 Request for license has failed.

13010 Release of license has failed.

13011 Request to keep a requested license has failed.

13015 License Use Management communication error.

13016 License Use Management server is not communicating.

13017 License request has failed because the license is not installed
and distributed.

13020 LRS client attempt to attach queue failure

13021 LRS client failed sending a message to its queue

14003 SMSI error writing to tty port

14004 SMSI error reading tty port

14005 SMSI: invalid message received

14008 SMSI error writing termio configuration

14015 SMSI: invalid line ID received

14016 SMSI: invalid calling number received

14017 SMSI: invalid called number received

14024 SMSI: MWI NAK retry failure

14025 SMSI: error sending hang-up request to siglib

14029 SMSI: invalid calling number length

14030 SMSI: invalid called number length

Chapter 5. Introducing the WebSphere Voice Response alarm messages 135


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

14031 SMSI: invalid MWI number length

14032 SMSI: invalid number configuration

15013 Cachem released segment before minimum time

16004 System parameter DBIM Time Out undefined

17009 E1 64KB alarm indicator signal qualified alarm

17010 E1 multiframe alignment loss qualified alarm

17011 E1 multiframe yellow qualified alarm

17016 T1 bi-polar violation qualified alarm

17035 Network does not respond

17036 Bit fault cleared

17038 Signal detected but could not establish call

17040 Ring on pulse exceeded expected width

17041 Ring off pulse exceeded expected width

17042 A-bit fault

17043 B-bit fault

17045 C-bit or D-bit fault

17046 Outbound call failed on Feature Group D

17060 Digital trunk adapter missed handshake

17069 Digital trunk adapter: slave parity error

17070 Digital trunk adapter: memory diagnostic error

136 Problem Determination


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

17303 Runaway clock on pack

17304 CCS transmit error on telephony adapter

17509 Improper passing of local message

17601 TDM clock received error while polling device driver

17602 TDM clock event missing

17603 TDM clock event is invalid

17604 TDM clock event inconsistent with state of the adapter

17609 TDM clock ioctl failure

17968 Device driver error queue overflow

17971 WebSphere Voice Response failed to service adapter interrupt


fast enough

17975 Token ring adapter and telephony adapter coexistence warning

17977 SCBus problem detected by telephony adapter embedded


software

18002 Cannot receive request from VAGIO

18004 Notify Appl failed

18015 Malloc failed

18400 State symbolic to relative translation error

18401 State relative to symbolic translation error

19027 ACL: internal error

19028 ACL: link failure

Chapter 5. Introducing the WebSphere Voice Response alarm messages 137


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

19032 ACL: repeatedly failed to set monitor status

19033 ACL: HICOM rejected a request to set monitor status.

19034 ACL: internal error occurred during monitor processing

20001 CA entry requested not found

20002 Attempt to allocate memory failed

20003 Attempt to get system parameter failed

20004 Channel process link count for this CA is invalid

20006 Message to send has been corrupted

20007 Attempt to exec a process failed

20009 Request for all CAs not received

20010 Environment variable missing

20015 Failed to update length in newly created voice message

20016 Custom server function not called in initial thread

20017 Different software versions detected in custom server

20018 Requests already pending on custom server at


OpenHostServerLink

20019 Custom server missing or not executable

20020 Parameter conversion error

20022 Problem with file

20503 Custom server user-defined yellow alarm

20602 SS7 component yellow alarm

138 Problem Determination


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

21001 DTBE initialization failure

21002 DTBE Failed to start Host Manager

21003 DTBE Failed to configure Environment

21004 DTBE Failed to start WebSphere Voice Response node.

21005 DTBE Failed to stop WebSphere Voice Response node.

23005 SM_SRVR: error retrieving environment variables

23007 sm_stat_send: invalid command received

23008 sm_stat_send: invalid message length

24007 System parameter information could not be retrieved

24010 LU pooling command failed

24302 LU session release failed

24303 LU session deactivation failed

24306 Fatal host error occurred

24307 Non-fatal host error occurred

24503 Internal stack underflow has occurred

24504 Internal stack overflow has occurred

24507 Script attempted invalid arithmetic operation

24508 Script attempted invalid comparison operation

24509 Script referred to invalid symbol identifier

24510 Script attempted invalid evaluation operation

Chapter 5. Introducing the WebSphere Voice Response alarm messages 139


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

24511 Script attempted invalid jump operation

24513 Invalid state occurred following exception processing

24514 Invalid state occurred returning from called script

24601 Invalid special command received

24602 Script invoked with invalid parameter type

24603 Application allocation type invalid

24701 Pool_get operation failed

24702 System parameter information retrieval failed

24704 Poolput operation failed

24705 Buffer chain contained incorrect count information

24706 Buffer chain contained incorrect count information

24801 Message receive system call failed

24802 LU pooling path lookup failed

24803 LU pooling table creation failed

24804 Executor process fork failed

24902 3270 configuration information could not be retrieved

24907 Invalid screen identifier detected

24908 SNA version information could not be retrieved

24909 SNA command could not be run

24911 SNA message catalog could not be opened

140 Problem Determination


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

24912 SNA NLS message could not be retrieved

24915 Unable to retrieve application data from database

25001 OAM task initialization failure

25002 OAM attempt to attach queue failure

25003 OAM attempt to get VPACK sysparms failure

25006 OAM unknown requestor

25007 OAM cannot notify application

25008 OAM received unknown request

25010 OAM received unknown notification

25011 OAM received unknown message type

25012 OAM message receive failed

25015 OAM received invalid request for periodic report

25016 OAM cannot get buffer pool

25017 OAM unknown channel status

25018 OAM unknown WebSphere Voice Response status

25019 OAM exceeded maximum processes

25020 OAM unknown process status

25021 OAM bad periodic action schedule

25022 OAM problem with file access

25026 OAM library problem

Chapter 5. Introducing the WebSphere Voice Response alarm messages 141


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

25027 OAM pool buffer warning message

25030 OAM test warning message

25034 OAM messages for console overflow

25036 OAM received bad periodic action request

25037 OAM received unknown report request

25038 OAM file system warning

25041 OAM invalid data received

25043 OAM problem executing database cleanup

25047 OAM schedule queue full

25048 OAM tried to read empty queue

25049 OAM unknown errparm handle type

25050 OAM unknown error report type

25054 OAM test: junk in string parameter

25055 OAM test: label/parameter mismatch

25056 OAM test: chars sent to decimal desc

25057 OAM error reading sysparms

25060 OAM ODM error

25061 OAM could not allocate memory

25063 OAM failure in system parameter database

25064 OAM error getting sysparms from DBMS

142 Problem Determination


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

25070 OAM could not retrieve NetView sysparm

25071 OAM invalid pointer to memory

25073 OAM CPU usage warning

25076 OAM error getting list of LU connection info

25077 OAM invalid request for session

25079 OAM invalid session status

25080 OAM invalid executor status

25081 OAM semaphore error

25092 OAM has detected that CHP has died

25093 Bad return code (vp_open_vpack)

25094 Bad return code (vp_get_lost_call_recs)

25095 Bad return code (vp_close_vpack)

25096 Unassociated call record

25103 OAM bad return code from ioctl: speech recognition statistics

25104 OAM bad return code from malloc: speech recognition statistics

25106 OAM bad return code from Notify_appl sending speech


recognition stats

25200 Underrun margin time less than defined threshold value

25202 Play latency time greater than defined threshold value

25204 Profile retrieval time greater than defined threshold value

Chapter 5. Introducing the WebSphere Voice Response alarm messages 143


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

25206 Time to check voice messages greater than defined threshold


value

27003 SDI message queue has disappeared

27004 System reached the maximum number of processes or is out of


memory

27006 SDI failed to configure device

27007 SDI received message with incorrect format

27011 SDI: ODM error

27012 SDI failed to quiesce a trunk or channel

27013 SDI failed to configure a channel group

27014 SDI received alarm from device driver

27019 SDI failed to open pack

27020 SDI failed to access system parameters

27021 SDI failed to make signalling library call

27022 SDI cannot load system parameters

27025 SDI could not notify CHPM

27032 SDI found invalid telephony parameter

27035 SDI message queue problem

27036 Bad parameter on signalling library request sent from SDI

27037 Invalid common channel signalling trunk configuration

27043 Signalling process reconfiguration problem

144 Problem Determination


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

27044 Signalling library message: sequence number not expected

27049 SDI timed out on resetting voice recognition statistics

27050 SDI timed out on trunk reconfigure request to signalling process

27051 SDI timed out while disabling a pack

27052 SDI timed out while enabling a channel

27053 SDI timed out while disabling a channel

27054 SDI timed out while disabling a channel

27057 SDI timed out on trunk disable request to signalling process

27059 SDI disable trunk failed by signalling process

27060 SDI quiesce trunk failed by signalling process

27061 Enable trunk failed setting pack use

27067 SDI disable channel failed by signalling process

27068 SDI quiesce channel failed by signalling process

27071 SDI failed accessing error channel

27074 Telephony adapter loading exceeded warning threshold

27078 Telephony adapter interrupts have drifted together

29001 ISDN failure to activate

29002 ISDN D channel protocol error

29003 ISDN D rejected call

29100 Invalid ISDN environment services buffer address

Chapter 5. Introducing the WebSphere Voice Response alarm messages 145


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

29101 Storage overwrite in ISDN environment services buffer

29102 ISDN task attempted to use uninitialized message queue

29103 Failed system call within ISDN

29104 ISDN holding bay is full

29107 Error putting ISDN message from holding bay to queue

29108 ISDN environment services buffer pool is empty

29110 ISDN environment services buffer pool audit problems

29112 ISDN environment services file locking error

29200 ISDN signalling process call state machine error

29201 ISDN signalling process channel state machine error

29202 ISDN signalling process trunk state machine error

29204 ISDN signalling process configuration error

29205 ISDN signalling process signalling library error

29206 ISDN signalling process environment services error

29207 ISDN signalling process internal error

29212 ISDN call state machine invalid primitive

29213 ISDN channel state machine invalid primitive

29214 ISDN trunk state machine invalid primitive

29215 ISDN signalling process invalid primitive

29216 ISDN signalling process channel error

146 Problem Determination


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

29220 ISDN signalling process cannot make call on alarmed trunk

29221 ISDN signalling process tag processing error

29222 ISDN signalling process unable to send IE

29223 ISDN Redial Limitation: Call Denied

29224 ISDN Redial Limitation: Failed Call List Full

29404 ISDN Layer 3 recoverable internal error

29411 ISDN Layer 3 had Layer 2 data link timer expiry

29412 ISDN Layer 3 invalid ISDN primitive detected

29413 ISDN Layer 3 primitive sequence error detected

29603 ISDN Layer 2 initialization parameter error

29607 ISDN Layer 1 invalid primitive received

29801 VoIP Media (UPA) Internal Warning

29803 VoIP H323 signalling process Internal Warning

29805 VoIP SIP signalling process Internal Warning

29806 VOIP signalling process call state machine error

29807 VOIP signalling process channel state machine error

29808 VOIP signalling process trunk state machine error

29810 VOIP signalling process signalling library error

29811 VOIP signalling process environment services error

29812 VOIP signalling process internal error

Chapter 5. Introducing the WebSphere Voice Response alarm messages 147


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

29815 VOIP call state machine invalid primitive

29816 VOIP channel state machine invalid primitive

29817 VOIP trunk state machine invalid primitive

29818 VOIP signalling process invalid primitive

29819 VOIP signalling process channel error

29822 VOIP signalling process cannot make call on alarmed trunk

29824 Unable to access SIP Header Configuration File


29828 SIP Register Failed To Parse Ini Files
29833 Call Rejected From Forbidden IP Address

30000 SS7 Unclassified Alarm

30004 Internal D7 error detected

30006 Missing SS7 Parameter

30008 Unhandled State Table Component

30009 State Table Alarm Reported

30010 State Table detected bad parameter

30011 Signaling Library rejecting requests

30012 Unhandled Signaling Library Message

30013 Invalid Data Item

30017 Configuration Translation failure

30020 Missing Parameter in SS7 message

30022 Internal Overflow

148 Problem Determination


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

30023 Problem in processing Tags

30026 Invalid Signaling Library parameter

30033 Application Tags problem

30034 Application Tags problem

30035 SS7 Child process death

30039 SS7 Environment Problem

30040 SS7/MTP Environment Problem

30046 Remote SS7/WVR failure

30114 Distributed7 reports a Message Sequence error

30201 SS7 Stack D7 - reports minor alert

30202 SS7 Stack D7 - reports major alert

30210 Machine added to SS7/D7 Cluster

30212 SS7/D7 Stack - Link/LinkSet down

30215 SS7 - Distributed7 MTP Layer 2 problem

30217 SS7 - Distributed7 Inter Machine Heartbeat failure

30220 SS7 - Distributed7 has reported that a LinkSet is available

30221 SS7 - Distributed7 has reported a Link is available

30222 SS7 - Distributed7 has reported a Destination as available

30224 SS7 - Distributed7 has reported Congestion

30503 TDM connection management: connection server error (yellow)

Chapter 5. Introducing the WebSphere Voice Response alarm messages 149


Table 3. WebSphere Voice Response messages classified as Yellow (continued)

Message Number Message Text

30505 TDM connection management error

31001 Configurator failed when writing to real-time database

31002 Configurator cannot initialize ODM

31003 Configurator: lock of ODM failed

31004 Configurator: open ODM CuAt class failed

31005 Configurator: close ODM_class failed

31007 Configurator: open directory failed

32003 Signalling interface: polling timeout

32005 Signalling interface: polling unexpected results

32006 Signalling interface: signalling library call failed

32007 Signalling interface: invalid data received from device driver

32008 Signalling interface: unknown cause received from device driver

32009 Signalling interface: call cleared by channel process failure

32012 Signalling interface: signalling process failed to clear call

32013 Signalling interface: error event with no signalling process

32015 Signalling interface: obsolete SL_CALL_ABORT_CNF

32016 Signalling interface: invalid pidOriginalCHP on


SL_CALL_ABORT_CNF

32019 Signalling interface: alarm event with no signalling process

32020 Signalling interface: signalling process did not respond to alarm

150 Problem Determination


Green messages
Table 4. WebSphere Voice Response messages classified as Green

Message Number Message Text

2008 Low free channel process warning cleared

5080 Data timeout exceeded

5202 Database connection established

5302 Database server up

5311 DBHEALTH problem has cleared

5314 DBHEALTH problem has cleared

14012 SMSI: data line up

14028 SMSI warning: switch type set to none

17017 Network alarm has cleared

17034 Illegal application command

17037 Glare on line

17044 Signalling error cleared

17978 SCBus problem cleared by telephony adapter embedded


software

19029 ACL: link failure has cleared

20014 Invalid buffer received

20502 Custom server user-defined green alarm

20601 SS7 component green alarm

25029 OAM pool buffer clear message

25031 OAM test clear message for console

Chapter 5. Introducing the WebSphere Voice Response alarm messages 151


Table 4. WebSphere Voice Response messages classified as Green (continued)

Message Number Message Text

25033 OAM process clear message

25035 OAM test warning message for console

25040 OAM file system clear

25075 OAM CPU usage alert cleared

25082 OAM test codepoint error

25089 SNA attachment active

25099 OAM test message AIXLOG clear

25201 Underrun margin time has returned to normal

25203 Play latency time has returned to normal

25205 Profile retrieval time has returned to normal

25207 Time to check voice messages has returned to normal

27075 Telephony adapter loading has now reduced below warning


threshold

27079 Telephony adapter interrupts are now adequately separated

27082 Pack has now recovered

27083 Adapter has now recovered

29616 ISDN Layer 1 discarding signalling messages stopped


29826 SIP Register can contact registrar again
29827 SIP Register Started
29830 VoIP SIP Layer 3 Has Successfully Restarted

30007 Invalid SS7 Parameter

30014 Configuration Overflow Condition

152 Problem Determination


Table 4. WebSphere Voice Response messages classified as Green (continued)

Message Number Message Text

30015 Configuration Error Detected

30016 Configuration Parameter Error Detected

30025 SS7 Link Active

30029 D7 SS7 Timer problem

30030 Custom Server Manager Rejected Request

30037 SS7 Monitor

30041 SS7/MTP Environment Problem

30042 SS7/MTP Environment Problem

30043 SS7/ISUP Environment Change

30044 SS7/ISUP Pre-defined parameter Bank

30047 Remote SS7/WVR recovery

30102 Distributed7 Busy

30103 Received Inbound call when blocked

30104 Inbound call for a seized circuit

30106 SS7 Message re-synch problem

30200 SS7 Stack D7 - reports info alert

30213 SS7/D7 Stack - Link/LinkSet recovered

30216 SS7 - Distributed7 MTP Layer 2 problem - Recovered

30502 TDM connection management: connection server error (green)

Chapter 5. Introducing the WebSphere Voice Response alarm messages 153


White messages
Table 5. WebSphere Voice Response messages classified as White

Message Number Message Text

113 Could not play voice

114 Could not turn play off

301 Could not stop recording

506 Possible application loop detected

1101 Could not reinitialize local variable table. Creating new table.

1102 Could not find local variable

1103 Failed to convert between string and number

1104 Error detected with multi precision calculation

1120 Recursive loop detected in macro call

1201 Line problem

1203 Phone number too long

1204 Invalid format string received

1205 Invalid parameter for voice interruption detection

1206 Unexpected interruption by voice detection

1207 Unexpected interruption by fax tone

1208 Line Problem whilst answering call

1301 Background music parameter out of range

1302 Background music parameter out of range

1303 Fax detection parameter out of range

154 Problem Determination


Table 5. WebSphere Voice Response messages classified as White (continued)

Message Number Message Text

1305 Invalid DTMF stop keys for Play Prompt

1400 Play Latency Time alert for this call

1401 Underrun Margin Time alert for this call

1402 Profile retrieval time alert for this call

1403 Time to check voice messages alert for this call

5018 Close failed

5021 Read lock failed

5022 Write lock failed

5024 Seek failed

5046 Segment create failed

5049 Could not retrieve voice segment text data

5065 Close file or table failed (dmsclos or dmstclo)

5096 Voice database file not found

5098 Invalid voice directory group ID specified

5099 Invalid profile ID specified

5100 Invalid mailbox ID specified

5101 Invalid distribution list ID specified

5102 Access not allowed to distribution list

5204 Database problem avoided

5205 MWI activation not configured. MWISERVER shutting down.

Chapter 5. Introducing the WebSphere Voice Response alarm messages 155


Table 5. WebSphere Voice Response messages classified as White (continued)

Message Number Message Text

5300 Deinstall of custom server failed

5318 Incorrect Mailbox Count Detected

5321 Cannot set interval timer

10009 Invalid message type

10102 Failed to execute shutdown script

11002 Request list extended

12018 Applid for initialized task already in use

12031 Calculate unique key for AIX ID failed

12032 Environment variable is invalid

12100 Caller not allowed to call function

12101 Appl_id is not a channel process

12102 No channel process available to perform task

12103 Attempt to restart channel process failed

12200 Invalid target appl_id

12201 Invalid IPC_TYPE / IPC_ID

12203 Cannot send message

12251 PCB pointer in PPT invalid

12254 Caller not allowed to generate this event

12255 Semaphore notify call failed

12256 Semaphore operation failed

156 Problem Determination


Table 5. WebSphere Voice Response messages classified as White (continued)

Message Number Message Text

12304 Buffer already has registered owner

13012 The process that requested a license has failed

13013 Invalid license type

14011 SMSI error: data line down

15001 Initial malloc failed

15002 Initial malloc failed

15003 Additional malloc failed

15004 Additional malloc failed

15005 Could not get 4KB buffer

15006 Could not get 4KB buffer

15007 Prompt segment descriptor not found

15008 No 4KB block reference in DPRB

15010 Voice descriptor not found

16005 Server responded after timeout interval

17067 Recognition algorithm did not return result

17501 Error reading from microphone

17502 Error opening microphone

17503 Error opening speaker to play

17504 Error writing to speaker

17506 Error reading data from temporary file

Chapter 5. Introducing the WebSphere Voice Response alarm messages 157


Table 5. WebSphere Voice Response messages classified as White (continued)

Message Number Message Text

17508 Error creating local message queue

17511 Error opening line output

17516 Ultimedia Audio Adapter notify_appl failed

17517 Ultimedia Audio Adapter invalid request type

17518 ACPA unable to acquire ODM information

17985 No telephony adapter installed

18200 Incorrect password

18201 Database access failed to retrieve administrator data

19011 ACL error: data line down

20005 Channel process link ID returned is invalid

20008 Attempt to fork process failed

20011 Invalid message received

20012 Cannot stop child process

20013 CA currently being built

20021 Custom server AUTOEXEC overridden on this SSI node

20500 Custom server user-defined log-only alarm

20501 Custom server user-defined white alarm

20600 SS7 component white alarm

23001 Invalid message received

24001 Session attach failed

158 Problem Determination


Table 5. WebSphere Voice Response messages classified as White (continued)

Message Number Message Text

24002 Session detach failed

24003 Session not enabled: currently in use

24004 Session not enabled: already enabled

24005 Invalid emulator release request

24006 Session restart request could not be processed

24008 3270 support is not configured in this system

24009 3270 LU pooling could not be started

24301 Query host update command failed

24304 Connecting to an LU session was unsuccessful

24305 Disabling an LU session was unsuccessful

24398 User log information from 3270 language LOG_ERROR


statement

24399 Host session status information

24501 No free slots in local session table

24502 Field information could not be retrieved

24505 Invalid data used in arithmetic operation

24506 Division by 0 (zero) attempted

24512 Exception definition or handler load failed

24515 Maximum exception retries exceeded

24703 Internal function (NotifyAppl) failed

24901 3270 controller shutting down

Chapter 5. Introducing the WebSphere Voice Response alarm messages 159


Table 5. WebSphere Voice Response messages classified as White (continued)

Message Number Message Text

24903 3270 table is full

24904 Specific application invalid

24905 Configuration of specified session failed

24906 3270 configuration information could not be retrieved

24910 SNA/6000 software not detected

25004 OAM test message for log only

25023 OAM test message for OAM recovery

25024 OAM received unsupported test request

25025 OAM test message for task recovery

25046 OAM test for in task recovery

25090 OAM test informative message for console

25091 OAM test run-time parameters go to console

25097 OAM test message with both strings and decimals on the
console

25101 OAM adapter has changed

25102 OAM pack has changed

26004 SNMP object text20bj error

26008 SNMP unsupported operation error

27001 An error occurred which should not happen

27015 SDI ioctl failed

27026 SDI failed to unconfigure device

160 Problem Determination


Table 5. WebSphere Voice Response messages classified as White (continued)

Message Number Message Text

27033 SDI re-enable notification

27038 SDI received invalid request

27039 SDI received request that cannot be accepted because SDI is


busy

27040 SDI received unsupported request

27041 SDI received unreasonable request

27042 SDI was asked to log this request

27063 Unexpected signalling library primitive received

27064 Unexpected signalling library alarm received

27069 SDI detected non-essential signalling process termination

27070 SDI detected missing non-essential signalling process during


enable

27072 SDI re-enable notification (adapter)

27073 SDI re-enable failed (adapter)

27076 SDI thread error

27077 SDI ioctl failed

29000 ISDN undefined counter

29105 Lost ISDN queue element found

29106 ISDN queue empty

29109 ISDN environment services buffer pool is low

29208 ISDN signalling process buffer allocation retry

Chapter 5. Introducing the WebSphere Voice Response alarm messages 161


Table 5. WebSphere Voice Response messages classified as White (continued)

Message Number Message Text

29405 ISDN Layer 3 primary data link layer activated

29406 ISDN Layer 3 primary data link layer deactivated

29407 ISDN Layer 3 backup data link layer activated

29408 ISDN Layer 3 backup data link layer deactivated

29409 ISDN Layer 3 backup data link layer out of service

29410 ISDN Layer 3 primary data link layer out of service

29611 ISDN Layer 2 detected incoming NT/network mode L2 frames

29618 The trunk ISDN configuration has been updated

29813 VOIP signalling process buffer allocation retry

30005 Unhandled SS7 Message

30021 Shutting down SS7 Component

30031 SS7 Test Call

30032 Distributed7 - Internal component failure

30036 SS7 Processor Started

30105 SS7 Continuity test failed

30214 SS7 - Distributed7 State Change

30500 TDM connection management: connection server error (log-only)

30501 TDM connection management: connection server error (white)

30509 TDM connection management overcame AIX problem

30510 TDM connection management not supported on this system

162 Problem Determination


Table 5. WebSphere Voice Response messages classified as White (continued)

Message Number Message Text

30511 TDM connection management detected timeslot allocation


problem

31008 Configurator: vocabulary name not in ll_CC_nnnn format

31009 Configurator: vocabulary file has same numeric identifier as


another

32010 Signalling interface: call cleared by silence detected on line

32011 Signalling interface: signalling process termination detected

32021 Signalling interface: call cleared by cadenced hang-up tone

Messages affected by filtering


The numbers of the messages that are affected by the WebSphere Voice
Response filtering process are listed here.

The table indicates the severity level and destinations assigned by the filtering
process. For detailed information about each message, including the message
severity and destinations before filtering, see Appendix B, “WebSphere Voice
Response messages identified by number,” on page 173.
Table 6. WebSphere Voice Response messages affected by filtering

Threshold criteria

Message New Number Time


number severity New destination generated (seconds)

105 Red WebSphere Voice Response log, 12 60


System Monitor, Alertable

106 Red WebSphere Voice Response log, 12 60


System Monitor, Alertable

1120 White WebSphere Voice Response log, 10 120


System Monitor

Chapter 5. Introducing the WebSphere Voice Response alarm messages 163


Table 6. WebSphere Voice Response messages affected by filtering (continued)

Threshold criteria

Message New Number Time


number severity New destination generated (seconds)

1202 Red WebSphere Voice Response log, 12 60


System Monitor, Alertable

5010 Red WebSphere Voice Response log, 12 60


System Monitor, Alertable

5018 Yellow WebSphere Voice Response log, 12 60


System Monitor

5021 Yellow WebSphere Voice Response log, 12 60


System Monitor

5022 Yellow WebSphere Voice Response log, 12 60


System Monitor

5024 Yellow WebSphere Voice Response log, 12 60


System Monitor

5027 Red WebSphere Voice Response log, 12 60


System Monitor, Alertable

5031 Red WebSphere Voice Response log, 12 60


System Monitor

5036 Red System Monitor 12 60

5046 Red WebSphere Voice Response log, 12 60


System Monitor, Alertable

5054 Red WebSphere Voice Response log, 3 60


System Monitor, Alertable

5062 Red WebSphere Voice Response log, 12 60


System Monitor, Alertable

5065 Yellow WebSphere Voice Response log, 12 60


System Monitor

164 Problem Determination


Table 6. WebSphere Voice Response messages affected by filtering (continued)

Threshold criteria

Message New Number Time


number severity New destination generated (seconds)

5067 Red WebSphere Voice Response log, 12 60


System Monitor, Alertable

5068 Red WebSphere Voice Response log, 12 60


System Monitor

5069 Red WebSphere Voice Response log, 12 60


System Monitor

5070 Red WebSphere Voice Response log, 12 60


System Monitor

5071 Red WebSphere Voice Response log, 12 60


System Monitor

5072 Red WebSphere Voice Response log, 12 60


System Monitor, Alertable

5073 Red WebSphere Voice Response log, 12 60


System Monitor, Alertable

5074 Red WebSphere Voice Response log, 12 60


System Monitor, Alertable

5075 Red WebSphere Voice Response log, 12 60


System Monitor

5076 Red WebSphere Voice Response log, 12 60


System Monitor

5077 Red WebSphere Voice Response log, 12 60


System Monitor

5083 Yellow WebSphere Voice Response log, 12 60


System Monitor

5084 Red WebSphere Voice Response log, 12 60


System Monitor

Chapter 5. Introducing the WebSphere Voice Response alarm messages 165


Table 6. WebSphere Voice Response messages affected by filtering (continued)

Threshold criteria

Message New Number Time


number severity New destination generated (seconds)

5085 Red WebSphere Voice Response log, 12 60


System Monitor, Alertable

5086 Red WebSphere Voice Response log, 12 60


System Monitor, Alertable

5087 Red WebSphere Voice Response log, 12 60


System Monitor, Alertable

5088 Red WebSphere Voice Response log, 12 60


System Monitor

5089 Red WebSphere Voice Response log, 12 60


System Monitor, Alertable

5094 Red WebSphere Voice Response log, 12 60


System Monitor

5095 Red WebSphere Voice Response log, 12 60


System Monitor

5096 Yellow WebSphere Voice Response log, 12 60


System Monitor

5098 Yellow WebSphere Voice Response log, 12 60


System Monitor

5099 Yellow WebSphere Voice Response log, 12 60


System Monitor

5100 Yellow WebSphere Voice Response log, 12 60


System Monitor

5101 Yellow WebSphere Voice Response log, 12 60


System Monitor

5102 Yellow WebSphere Voice Response log, 12 60


System Monitor

166 Problem Determination


Table 6. WebSphere Voice Response messages affected by filtering (continued)

Threshold criteria

Message New Number Time


number severity New destination generated (seconds)

10009 Yellow WebSphere Voice Response log, 12 60


System Monitor, Alertable

11002 Yellow WebSphere Voice Response log, 8 120


System Monitor

11004 Red WebSphere Voice Response log, 5 60


System Monitor, Alertable

12002 Red WebSphere Voice Response log, 5 300


System Monitor, Alertable

12006 Red WebSphere Voice Response log, 20 300


System Monitor, Alertable

12021 Red WebSphere Voice Response log, 5 190


System Monitor, Alertable

12103 Yellow WebSphere Voice Response log, 5 30


System Monitor

15012 Yellow WebSphere Voice Response log, 3 30


System Monitor

16005 Yellow WebSphere Voice Response log, 12 60


System Monitor, Alertable

18015 Red WebSphere Voice Response log, 10 260


System Monitor, Alertable

23008 Red WebSphere Voice Response log, 12 60


System Monitor, Alertable

25041 Yellow WebSphere Voice Response log, 10 190


System Monitor

25081 Yellow WebSphere Voice Response log 10 3600

Chapter 5. Introducing the WebSphere Voice Response alarm messages 167


Table 6. WebSphere Voice Response messages affected by filtering (continued)

Threshold criteria

Message New Number Time


number severity New destination generated (seconds)

25098 Yellow WebSphere Voice Response log, 3 60


System Monitor

168 Problem Determination


Appendix A. Messages issued during migration or import
This appendix lists the messages that you might see when migrating from an
IBM WebSphere Voice Response for AIX Version 4.2 system to WebSphere
Voice Response Version 6.1. These messages are produced by the stand-alone
migration process and also by the import utility when you import data
exported from earlier releases of WebSphere Voice Response.

You can find the stand-alone migration log, restoreDT.log, in the directory
from which you invoked restoreDT.

disconnect from the database.


MIG001 Failed to connect to DB2
User response: Check the migration log for
Explanation: WebSphere Voice Response could
errors reported for any WebSphere Voice
not establish a connection with the database. The
Response data objects earlier in migration. If
two most likely causes for this failure are:
there are no other errors, start WebSphere Voice
v The database manager has not been started Response. Otherwise, see Table 8 on page 191 for
(SQL message number SQL1032N). a description of the WebSphere Voice Response
v A DB2“ concurrent connect license was not database return codes. If the return code is not
found (SQL message number SQL8001N). listed, contact IBM Support.
User response: If the SQL message number was
SQL1032N, start the database manager. To start MIG004 Failed to open DMS table
the database manager, log on to the root userid,
Explanation: An error occurred opening the
then su to dtdb23in, and type the command
specified WebSphere Voice Response Version 4.2
db2start. For both SQL return codes see Table 8
database table. The two most likely causes of this
on page 191. If the return code is not listed,
error are:
contact IBM Support.
v Intentions denied (DMS return code = -4203).
The table is being held by another process
MIG002 Failed to commit migration whose intention (read/write access
Explanation: An error occurred committing the permission) causes the migration process to
database transactions during migration. fail to open the table.
v File needs recovery (DMS return code = -4208).
User response: Check the migration log for
The table needs recovery.
errors reported for any WebSphere Voice
Response data objects earlier in the migration. If User response: If the DMS return code is -4203,
there are no other errors, start WebSphere Voice you may have tried to run the migration process
Response. Otherwise, see Table 8 on page 191 for while WebSphere Voice Response is still running.
a description of the WebSphere Voice Response Shutdown WebSphere Voice Response and retry
database return codes. If the return code is not the migration process. If files need recovering,
listed, contact IBM Support. type recoverDMS on the command line. When
recovery is complete, retry the migration process.
If neither of these two errors appear in the
MIG003 Failed to release from DB2
migration error log, see Table 8 on page 191 for a
Explanation: The migration process failed to description of the WebSphere Voice Response

© Copyright IBM Corp. 1991, 2013 169


MIG005 • MIG010

database return codes. If the return code is not Table 8 on page 191 for a description of the
listed, contact IBM Support. WebSphere Voice Response Database return
codes. If the return code is not listed, contact
IBM Support.
MIG005 Failed to select/fetch row from
DMS table
MIG008 Failed to open directory
Explanation: An error occurred selecting or
fetching data from the specified WebSphere Voice Explanation: The directory specified in the error
Response Version 4.2 database table. message could not be opened.
User response: See Table 8 on page 191 for a User response: Check the file access
description of the WebSphere Voice Response permissions for the directory to see if you have
database return codes. If the DMS return code is read permission. If not, correct the permissions
not listed, contact IBM Support. and retry the migration process. You should run
the migration process from the root user. If you
are and these errors persist, contact IBM Support.
MIG006 Failed to close DMS table
Explanation: An error occurred closing the
MIG009 Failed to open DMS file
specified WebSphere Voice Response Version 4.2
database table. Explanation: An error occurred opening the
specified WebSphere Voice Response Version 4.2
User response: If the table was not already
database file. The two most likely causes for this
open, DMS return code -9 is generated. You can
failure are:
ignore this error because it does not affect the
migration process. If there are other error v Intentions denied (DMS return code = -4203).
messages in the migration log, check these in The file is being held by another process
Table 8 on page 191. If it is clear from the whose intention (read/write access
migration log that some data objects were not permission) causes the migration process to
migrated, contact IBM Support. fail to open the file.
v File needs recovery (DMS return code = -4208).
The file needs recovery.
MIG007 Failed to insert row into DB2
User response: If the DMS return code is -4203,
Explanation: An error occurred creating a
you may have tried to run the migration process
WebSphere Voice Response data object because a
while WebSphere Voice Response is still running.
table insert operation failed. The most common
Shutdown WebSphere Voice Response and retry
cause of this failure, indicated by the SQL return
the migration process. If files need recovering,
code SQL0803N, is a duplicate object with the
type recoverDMS on the command line. When
same primary key in the table. This is because
recovery is complete, retry the migration process.
some or all of your objects already exist in the
If neither of these two errors appear in the
WebSphere Voice Response Version 6.1 database.
migration error log, check Table 8 on page 191
If you have already tried to migrate to
for a description of the WebSphere Voice
WebSphere Voice Response Version 6.1 and the
Response database return codes. If the return
migration failed, you must ensure that the
code is not listed, contact IBM Support.
Version 6.1 database is reset, before running the
migration process again.
MIG010 Failed to read first record from
User response: If the SQL return code is
DMS file
SQL0803N, use the command DT database -r to
reload the database with the default data Explanation: An error occurred reading the first
supplied with WebSphere Voice Response before record from the specified WebSphere Voice
retrying the migration process. Otherwise, check Response Version 1 database file. The file may be

170 Problem Determination


MIG011 • MIG014

corrupted or need recovering. same primary key in the table. This is because
the <Default> Application already exists in the
User response: To recover WebSphere Voice
WebSphere Voice Response database. If you have
Response Version 1 database files, type
already tried to migrate to WebSphere Voice
recoverDMS on the command line. When
Response Version 6.1 and the migration failed,
recovery is complete, retry the migration process.
you must ensure that the Version 6.1 database
If the problem persists, check Table 8 on page 191
and the tables are reset before running the
for a description of the WebSphere Voice
migration process again.
Response database return codes. If the return
code is not listed, contact IBM Support. User response: If the SQL return code is
SQL0803N, use the command DT database -r to
reload the database with the default data
MIG011 Failed to read record from DMS
supplied with WebSphere Voice Response before
file
retrying the migration process. Otherwise, check
Explanation: An error occurred reading the table Table 8 on page 191 for a description of the
specified WebSphere Voice Response Version 4.2 WebSphere Voice Response database return
database file. The file may be corrupted or need codes. If the return code is not listed, contact
recovering. IBM Support.

User response: To recover WebSphere Voice


Response Version 4.2 database files, type MIG014 SQL message
recoverDMS on the command line. When
Explanation: The SQL message that was
recovery is complete, retry the migration process.
generated because of a database error is
If the problem persists, check Table 8 on page 191
displayed with this message number. The SQL
for a description of the WebSphere Voice
message is associated with the preceding
Response database return codes. If the return
migration message.
code is not listed, contact IBM Support.
User response: None. If you need to contact
IBM Support, quote the SQL error message as
MIG012 Failed to close DMS file
well as any other error messages.
Explanation: An error occurred closing the
specified WebSphere Voice Response Version 4.2
database file.
User response: If the file was not already open,
DMS return code -9 is generated. You can ignore
this error message because it does not affect the
migration process. If there are no other errors,
start WebSphere Voice Response. If there are
other errors, check in Table 8 on page 191 for a
description of the WebSphere Voice Response
database return codes. If the return code is not
listed, contact IBM Support.

MIG013 Failed to create application


Explanation: An error occurred creating a
WebSphere Voice Response application because a
table insert operation failed. The most common
cause of this failure, indicated by the SQL return
code SQL0803N, is a duplicate object with the

Appendix A. Messages issued during migration or import 171


172 Problem Determination
Appendix B. WebSphere Voice Response messages
identified by number
This appendix lists the WebSphere Voice Response error messages.

The WebSphere Voice Response error messages are listed in numerical order
by error_id, and are grouped by module area. For example, numbers 1
through 4999 are reserved for messages issued by the Session Manager/CHP
(channel process) modules. Any message with an ID number between 1 and
4999 is therefore generated by the session manager/CHP software.

Table 7 lists the numbers that are reserved for use by each component. The
rest of this appendix lists the messages in order by component. Each message
includes an explanation of the condition, followed by any actions you can
take to solve the problem.

Each message also includes the message severity and destination. The
destinations include Log (the WebSphere Voice Response error log), System
Monitor, and Alertable. For more information on the severity levels and
destinations, see Chapter 5, “Introducing the WebSphere Voice Response alarm
messages,” on page 107.
Table 7. Message numbers generated by each software component

Starting number Component name and page reference

1 “Session Manager/CHP” on page 176

5001 “DBSM (database server) return codes” on page 193

10001 “NODEM (Node Manager)” on page 211

11001 “STPD (State Table/Prompt Directory)” on page 215

12001 “VAE (General WebSphere Voice Response)” on page 216

13001 “LUM (License Use Management)” on page 222

14001 “SMSI (Simplified Message Service Interface)” on page 225

15001 “CACHE (Cache Manager)” on page 229

© Copyright IBM Corp. 1991, 2013 173


Table 7. Message numbers generated by each software component (continued)

Starting number Component name and page reference

16001 “DBIM (Internal Database Manager)” on page 231

17001 “VPACK, SPACK and XPACK” on page 232

18001 “VAD (Voice Application Development)” on page 263

19001 “ACL (Application Connectivity Link)” on page 264

20001 “CA (Custom Server)” on page 266

21001 “DTBE (Java and VoiceXML environment)” on page 271

23001 “SM_SRVR” on page 272

24001 “CTRL3270” on page 274

25001 “OAM (Operations and Maintenance)” on page 284

26001 “SNMP (Simple Network Management Protocol)” on page 297

27001 “SDI (Signaling Device Driver Interface)” on page 299

29000 “ISDN services” on page 312

29200 “ISDN signaling process and ISDN call control” on page 316

29400 “ISDN D Layer 3” on page 321

29600 “ISDN D Layer 2 and Layer 1” on page 324

29800 “VoIP” on page 329

30000 “SS7” on page 336

30500 “Timeslot Management” on page 349

31001 “Pack Configuration” on page 352

32001 “Signaling Interface” on page 354

174 Problem Determination


<message number>

Table 7. Message numbers generated by each software component (continued)

Starting number Component name and page reference

35000 “SpeechServer custom server” on page 359

CP000 “CallPath_Sigproc Custom Server” on page 368

DTJ “Java and VoiceXML environment messages” on page 385

JB000 “Juke_Box custom server” on page 422

ISDN_XFER000 “ISDN_Call_Transfer custom server” on page 415

TROMBONE000 “IBM_Trombone_Custom_Server” on page 435

Message “VXML messages” on page 444

Example Message

<message number> <message text>


Explanation: Further information about why the
alarm occurred.
User response: What you should do.
Severity: Red, Yellow, Green or White. For
information about severities, see “Message
categories” on page 111).
Destination: Log, System Monitor or Alertable.
For information about destinations, see “Message
destinations” on page 107.

Appendix B. WebSphere Voice Response messages identified by number 175


1 • 111

Session Manager/CHP

1 Internal channel process error 101 Server data invalid


Explanation: A software malfunction occurred. Explanation: The custom server passed invalid
Examine the error log for details. data to a state table action. The system plays an
error message and hangs up.
User response: Call IBM Support.
User response: Correct the custom server
Severity: Yellow
program to pass valid data.
Destination: Log, System Monitor
Severity: Yellow
Destination: Log, System Monitor
2 Start/restart or initialization failed
Explanation: One or more channel processes
105 Error return from host request
could not be started or properly initialized. This
may have been caused by a system error or Explanation: A request was detected but could
software malfunction. Examine the error log for not be found in the buffer.
details.
User response: Check the status of the state
User response: Call IBM Support. table debugger and custom servers.
Severity: Yellow Severity: Yellow
Destination: Log, System Monitor Destination: Log, System Monitor

3 Call processing error 106 Host server failed


Explanation: An error occurred while Explanation: A host server failed to execute the
processing an incoming call or request from a action requested by the channel process.
server.
User response: See the error log for details.
User response: Call IBM Support with full Check the status of the host servers. Call IBM
details of the error and circumstances. Support.
Severity: Yellow Severity: Yellow
Destination: Log, System Monitor Destination: Log, System Monitor

100 Action parameter invalid 110 Server timeout


Explanation: The state table action named in Explanation: A custom server or 3270 server
the error log entry was passed an invalid value did not respond within designated time.
in one of its parameters.
User response: Check the status of custom
User response: Check and correct parameters servers and 3270 servers.
for the specified action, validate state table. The
Severity: Yellow
error description may include the name of the
invalid parameter, its value, and guidance on Destination: Log
how to correct it.
Severity: Yellow 111 Error receiving data from custom
server or 3270 server
Destination: Log, System Monitor

176 Problem Determination


113 • 200

Explanation: See the error log for details. This User response: If this error persists, contact IBM
error can also occur if you issue a SendData() Support.
action and the associated parameters do not fit
Severity: Yellow
into a 4KB block. Part of the 4KB block is taken
by the SYS_ENVELOP and DPRBSTRUCT. Destination: Log, System Monitor
Variables (including header information) must fit
into the remaining 3948 bytes. The header
information for each variable consists of three 117 DPRB manager function failed
bytes: one for the type and two for the length. Explanation: A failure occurred in passing
The amount of data is therefore reduced to 3948 information between the channel process and a
bytes minus 3 bytes per variable. Also, for server using a buffer pool. The system plays an
SendData() each variable is converted to a string. error message and hangs up.
So, passing the parameter '1234.5678' uses three
bytes for the header and nine bytes for the value. User response: If this error persists, contact IBM
The information string for this error would Support.
contain "Too much data supplied to SendData". Severity: Yellow
User response: Change the application or server Destination: Log, System Monitor
so that less data is sent.
Severity: Yellow 199 State table action request timeout
Destination: Log, System Monitor Explanation: A state table action timed out
while waiting for an answer to a signalling
113 Could not play voice request. The system logs an error message and
the state table action fails appropriately.
Explanation: The channel process tried to start
playing voice but received an error code from the User response: Check that the expected
device driver. signalling process for this channel is installed
and running. Another possible cause might by an
User response: Check the status of the channel. error in the Signalling process code which
Severity: White handles the given request. If the problem persists
contact IBM support.
Destination: Log, System Monitor
Severity: Yellow

114 Could not turn play off Destination: Log, System Monitor

Explanation: The channel process tried to stop


playing voice but received an error code from the 200 State table request timeout
device driver. Explanation: The system timed out while trying
User response: Check the status of the channel. to get a state table. The system plays an error
message and hangs up. This can be caused by a
Severity: White heavily-loaded system or it can indicate other
problems.
Destination: Log, System Monitor
User response: Check the error log for other
related errors and follow the appropriate steps
116 Could not translate key
for dealing with them. Check that the process
Explanation: It was impossible to determine a named STATEM is still running. If not, this is
valid key from the tone received. probably the cause of the error. Check for core
files in /var/adm/ras/dirTalk and contact IBM

Appendix B. WebSphere Voice Response messages identified by number 177


201 • 211

Support. If the system load is high, try to reduce Explanation: The system timed out while
it. waiting for a response from the Data Base
Interface Manager (DBIM). The system plays an
Severity: Yellow
error message and hangs up.
Destination: Log, System Monitor
User response: Increase the value of the system
parameter for the DBIM timeout value which is
201 Voice buffer underrun in the General group under System
Configuration. If system load is high, try to
Explanation: While playing voice data with reduce it.
PlayPrompt, PlayAudioName, PlayGreeting,
PlayVoiceMessage, or PlayVoiceSegment the Severity: Yellow
device driver unexpectedly ran out of voice data
Destination: Log, System Monitor
to play. The system continues to play voice data
when more is available, but the caller will hear a
pause in the voice. 209 Mailbox request timeout
User response: This is probably caused by the Explanation: The system timed out while
voice input buffer to the device driver being too waiting for a mailbox request from application
small, and is most likely to happen when the profile server. The system plays an error message
system is heavily loaded. Increase the size of the and hangs up. This can be caused by a
buffer using the Normal Play/Record Max Data heavily-loaded system, or it can indicate other
system parameter. problems.
Severity: Yellow User response: Check the error log for related
errors and follow the appropriate steps for
Destination: Log, System Monitor
dealing with them. Check that the process named
UPSERVER is still running. If not, this is the
203 Cache request timeout probably cause of this error. Look for core files in
/var/adm/ras/dirTalk and contact IBM Support.
Explanation: The system timed out while If system load is high, try to reduce it.
waiting for a cache request. The system plays an
error message and hangs up. This can be caused Severity: Yellow
by a heavily-loaded system or it can indicate
Destination: Log, System Monitor
other problems.
User response: Check the errorlog for other
211 Profile request timeout
related errors and follow the appropriate steps
for dealing with them. Check that the process Explanation: The system timed out while
named CACHEM is still running. If not, this is waiting for a profile request from application
the probable cause of this error; look for core profile server. The system plays an error message
files in /var/adm/ras/dirTalk and contact IBM and hangs up. This may be caused by the system
Support. If system load is high, try to reduce it. being heavily loaded or it could indicate other
As a work around, you might be able to change problems.
your application to use a PlayVoiceSegment
User response: Check the error log for related
action rather than PlayPrompt. This avoids use
errors and follow the appropriate steps for
of the cache.
dealing with them. Check that the process named
Severity: Yellow UPSERVER is still running. If not, this is the
probable cause of this error. Check for core files
Destination: Log, System Monitor
in /var/adm/ras/dirTalk and contact IBM
Support. If the system load is high, try to reduce
207 DBIM request timeout it.

178 Problem Determination


214 • 403

Severity: Yellow
400 Profile not found
Destination: Log, System Monitor
Explanation: The system requested an
application profile from the profile server and
214 Timed out waiting for disk space the server reported that the profile was not on
information file. The profile may have been deleted, but the
profile ID left in the channel assignments. The
Explanation: The system timed out while system plays an error message and hangs up.
waiting for disk space information. This may be
caused by the system being heavily loaded or User response: Add the missing profile or
could indicate other problems. change the assigned profile for the channel.

User response: Check the error log for related Severity: Yellow
errors and follow the appropriate steps for
Destination: Log, System Monitor
dealing with them. Check that the process named
VAGSERVER is still running. If not, this is the
probable cause of this error. Check for core files 401 Default profile not found
in /var/adm/ras/dirTalk and contact IBM
Explanation: The system requested the system
Support. If the system load is high, try to reduce
default profile from the profile server and the
it.
server reported that the profile was not on file.
Severity: Yellow The system default profile ID is specified by a
system parameter which is retrieved if the
Destination: Log, System Monitor
assigned profile could not be retrieved. The
system plays an error message and hangs up.
300 Voice segment not found
User response: Add the missing profile or
Explanation: The system requested a voice change the assigned profile for the channel.
segment from the voice data segment server and
Severity: Yellow
the server reported that the voice data was not
on file. Destination: Log, System Monitor
User response: Check the error log for details of
the segment, including language and 402 Profile deleted in use
compression type. Check that the segment exists,
Explanation: A profile was deleted from the
that it contains voice data, and that its
system while it was being used by an application
specification in the state table is valid.
state table. The system disconnects the caller that
Severity: Yellow encountered the missing profile.
Destination: Log, System Monitor User response: If the profile was deleted in
error, add it back into the system.
301 Could not stop recording Severity: Yellow
Explanation: The channel process tried to stop Destination: Log, System Monitor
recording, but received an error code from the
device driver.
403 Invalid caller mailbox ID
User response: Check the status of the channel.
Explanation: The system variable Caller
Severity: White Mailbox Id is out of range.
Destination: Log, System Monitor User response: Make sure that variable Caller

Appendix B. WebSphere Voice Response messages identified by number 179


404 • 500

Mailbox ID is set properly to a value between 1 Explanation: The system needed to request the
and 10. system default application profile, but the system
default profile ID is not set in the system
Severity: Yellow
parameters. The system plays an error message
Destination: Log, System Monitor and hangs up.
User response: Make the system parameter
404 Profile unlock request not granted assignments valid.

Explanation: The system refused a request to Severity: Yellow


unlock the user profile. This indicates a possible
Destination: Log, System Monitor
database problem. The system plays the error
message and hangs up.
408 User greeting not found
User response: Verify the integrity of the
database by shutting down and recovering DMS. Explanation: The user greeting associated with
If the problem persists, call IBM Support. this application profile was not found in the
database.
Severity: Yellow
User response: Check that the user greeting is
Destination: Log, System Monitor
correctly identified and present. You might need
to create a new user greeting.
405 Audio name not found
Severity: Yellow
Explanation: The audio name associated with
Destination: Log, System Monitor
this application profile and mailbox was not
found in the database.
409 Invalid schedule ID specified
User response: Check that the audio name is
correctly identified and present. You may need to Explanation: An attempt was made to assign a
create a new audio name. Set Attributes system variable for either
Notification or Referral Schedules, but the
Severity: Yellow
specified ID was invalid. The error parameter
Destination: Log, System Monitor data contains a full textual description of the
problem.

406 No profile ID User response: Use the error parameter data to


determine which state table is at fault, and
Explanation: The system could not find an correct the error.
application profile ID to request an application
profile. In the system parameters, there is no Severity: Yellow
number in the channel assignments, no area code
Destination: Log, System Monitor
in the channel group assignments, and no system
default profile ID. The system plays an error
message and hangs up. 500 State table not found
User response: Make the system parameter Explanation: The system requested a state table
assignments valid. that was not on file. The state table may have
been deleted, but the ID left in the profile. The
Severity: Yellow
system plays the error message and hangs up.
Destination: Log, System Monitor
User response: Change the profiles to use a
different state table or reinstate the missing state
407 No profile ID table from backup data.

180 Problem Determination


501 • 507

Severity: Yellow User response: Edit the application profile or


the InvokeStateTable action and assign a valid
Destination: Log, System Monitor
state label. Validate and save the state table and
application profile.
501 State table nesting too deep
Severity: Yellow
Explanation: The number of nested state tables
Destination: Log, System Monitor
has been exceeded by calling another state table
with the InvokeStateTable action. This means that
there is a recursion problem with the state table, 505 Parameter mismatch in
or too many calls to existing state tables. The InvokeStateTable area
system plays the error message and hangs up.
Explanation: An InvokeStateTable action failed
The limit for state table nesting is 30.
because its arguments did not match the set of
User response: Correct the deepest state table. input parameters expected by the state table
To work around this combine state tables instead which was to be invoked.
of nesting them.
User response: Verify that the parameters in the
Severity: Yellow InvokeStateTable action match the expected input
parameters of the corresponding state table.
Destination: Log, System Monitor
Validate and save any changes. If the problem
persists, contact IBM Support.
502 State table has not been validated
Severity: Yellow
Explanation: The state table has not been
Destination: Log, System Monitor
validated in the state table debugger. The
InvokeStateTable action returns state table Not
Invoked. 506 Possible application loop detected
User response: Validate and save the state table. Explanation: WebSphere Voice Response has
been configured to detect application loops
Severity: Yellow
within state tables. A potential loop has been
Destination: Log, System Monitor found, and a log file has been created containing
information about the loop. The application will
not be terminated, but will now be monitored
503 State ID not found in table more closely.
Explanation: The next state seen by the channel User response: Review the log referred to below
process does not exist. to decide whether you have a problem within
User response: Correct and validate the state the application. Alternatively you may wish to
table. tune the detection parameters labelled "State
Table Loop Detection", within the Application
Severity: Yellow Server Interface parameter group, to refine the
Destination: Log, System Monitor detection.
Severity: White
504 State label not found in state Destination: Log, System Monitor
table
Explanation: The state table entry label 507 Application loop detected
specified in the application profile or directly on
the InvokeStateTable action cannot be found in Explanation: WebSphere Voice Response has
the specified state table. been configured to detect application loops
within state tables. A loop has been detected. The

Appendix B. WebSphere Voice Response messages identified by number 181


600 • 620

application is ended as if it had issued the prompt directory but a PlayPrompt action was
"CloseEverything" state table action. invoked.
User response: Review the log referred to in User response: Specify a prompt directory in
error message 506 to decide whether you have a the state table. A possible workaround is to use
problem within the application. Alternatively you the PlayVoiceSegment action.
may wish to tune the detection parameters
Severity: Yellow
labelled "State Table Loop Detection", within the
Application Server Interface parameter group, to Destination: Log, System Monitor
refine the detection.
Severity: Yellow 604 Unable to interpret operation in
prompt description
Destination: Log, System Monitor
Explanation: The operation specified in the
prompt is not implemented in the channel
600 Prompt directory not found
process.
Explanation: The system requested a prompt
User response: Check all operations defined for
directory but could not find it. The prompt
prompts in the state table editor and the prompt
directory may have been deleted, but the prompt
editor if applicable. Validate and save the
directory IDs may still exist within the state
prompts and state tables.
table. The system plays the error message and
hangs up. Severity: Yellow
User response: Change the prompt directory ID Destination: Log, System Monitor
within the state table or reinstate the prompt
directory from backup data. To work around this
create a dummy entry in the prompt directory. 605 Prompt directory could not be
retrieved
Severity: Yellow
Explanation: The system requested a prompt
Destination: Log, System Monitor directory but the operation failed. See the error
log for details.
601 Prompt not found User response: Validate and save prompt
directories and state tables.
Explanation: The system requested a specific
prompt from a prompt directory but could not Severity: Yellow
find it. The prompt may have been deleted from
the directory and the state table may still rely on Destination: Log, System Monitor
its existence. The system plays the error message
and hangs up. 620 System cannot retrieve specified
User response: Change the state table Prompt variable
states to use a different prompt, or reinstate the Explanation: The system cannot find the
prompt in the prompt directory. variable it has been asked to retrieve.
Severity: Yellow User response: Check the variable declarations
Destination: Log, System Monitor in the state table.
Severity: Yellow
603 No prompt directory specified in Destination: Log, System Monitor
state table
Explanation: The state table did not specify a

182 Problem Determination


621 • 702

custom server, check that the relevant custom


621 System cannot set the requested
server is installed, built, and waiting or active
variable
(that is, running). You can check this on the
Explanation: The system cannot set the Custom Server Monitor window. If you also get
requested variable. an error 2000, there are not enough free buffers
available for the OpenHostServerLink to succeed.
User response: Check the variable declaration
in the state table. See the error log for details and Severity: Yellow
correct the application if appropriate.
Destination: Log, System Monitor
Severity: Yellow
Destination: Log, System Monitor 700 Could not create voice message.
Explanation: The system tried to create a new
624 Action failed during host voice message. The system plays the error
execution message and hangs up.
Explanation: An action being executed for a User response: Verify database integrity by
server did not complete successfully. shutting down DT then running
$VAETOOLS/vm_integrity to check for
User response: Check server requests to execute
inconsistency between the AIX file system and
state tables.
DB2 database. If problems are found, correct
Severity: Yellow them. To work around this use another profile. If
the problem persists, call IBM Support.
Destination: Log, System Monitor
Severity: Yellow

630 Host session received unknown Destination: Log, System Monitor


request
Explanation: An unknown request was received 701 Message request failed
by the host.
Explanation: A request to the application profile
User response: Check server requests to execute server failed. The system plays the error message
state tables. Retry the action. If the problem and hangs up.
persists, contact IBM Support.
User response: Verify database integrity. Correct
Severity: Yellow any problems you find.

Destination: Log, System Monitor Severity: Yellow


Destination: Log, System Monitor
650 Unexpected status found in DPRB
Explanation: There is a conflict between 702 Tried to delete invalid message
received status type and expected status type.
Explanation: The state table tried to delete a
This error can be caused by a custom server that
message without first setting up the message
is not in the custom server manager table.
information properly. The system plays the error
User response: Retry the action, and check the message and hangs up.
status of the custom applications. If the problem
User response: Correct the state table.
persists, contact IBM Support. If this error is
reported by CHP and the function Severity: Yellow
hsl_alloc_executory, and the DPRB return code is
Destination: Log, System Monitor
2 when trying to open a host server link with a

Appendix B. WebSphere Voice Response messages identified by number 183


703 • 801

operation on the message in the mailbox, but


703 Distribution list request timed out
there was no message.
Explanation: A distribution list could not be
User response: Ensure that the action is
retrieved from the server.
preceded by a CheckVoiceMessages action. If the
User response: Consistency check the database; problem persists, contact IBM Support.
make sure that UPSERVER is running. Reduce
Severity: Yellow
the system load.
Destination: Log, System Monitor
Severity: Yellow
Destination: Log, System Monitor
708 Action failed because of no valid
message in workspace
704 Distribution list request failed
Explanation: A state table action requested an
Explanation: A distribution list could not be operation on the message in the workspace, but
retrieved from the server. there was no message.
User response: Consistency check the database; User response: Ensure that the action is
make sure that UPSERVER is running. preceded by CheckVoiceMessages or
RecordVoiceMessage.
Severity: Yellow
Severity: Yellow
Destination: Log, System Monitor
Destination: Log, System Monitor
705 Distribution list update request
timed out 800 Voice table not found
Explanation: Could not update a distribution Explanation: The system could not find the
list because it timed out. voice table. It may have been inadvertently
deleted, or not exist in the specified language.
User response: Make a consistency check on the
The system plays the error message and hangs
database. Ensure that UPSERVER is running.
up.
Severity: Yellow
User response: Check that the table is correctly
Destination: Log, System Monitor identified and is present. You may need to
restore the table from backup data or create a
new one.
706 Distribution list update request
failed Severity: Yellow

Explanation: The distribution list could not be Destination: Log, System Monitor
updated by the server.
User response: Consistency check the database; 801 Voice table entry not found
make sure that UPSERVER is running.
Explanation: The system could not find an
Severity: Yellow expected entry in the voice table. It may have
been deleted. The system plays the error message
Destination: Log, System Monitor and hangs up.
User response: Add the missing entry to the
707 Action failed because of no valid variable mapping table.
message in mailbox
Severity: Yellow
Explanation: A state table action requested an

184 Problem Determination


810 • 1001

Destination: Log, System Monitor files from backup data and check that they are
valid.
810 Invalid variable assignment Severity: Yellow
Explanation: Invalid variable assignment Destination: Log, System Monitor
detected.
User response: See the error log for details. 1000 Application error: invalid request
Ensure that the variable is of the proper type or # in data block
correct assignment value.
Explanation: A SendData action with a timeout
Severity: Yellow greater than 0 (that is, one that causes a response
from the server) has been followed by another
Destination: Log
SendData to the same server without waiting for
the response from the first SendData. There is no
900 System parameter undefined corresponding ReceiveData action, or there is one
but the application does not retry on a Timeout
Explanation: The system could not find a edge. The Timeout edge means that the
required system parameter. This indicates that ReceiveData has timed out, not that the server
the system parameter files have been corrupted. request has timed out. ReceiveData is retried
The system plays the error message and hangs until one of the following edges is returned: -
up. Succeeded - No More Data - Data Not Found -
User response: Restore the system parameter Host Problem Host Problem occurs when the
files from backup data. SendData timeout expires. If the server involved
is a custom server, the error parameters give its
Severity: Yellow name and process ID (PID). Note: This error can
Destination: Log, System Monitor be reported from any action, so the State
Table:Label and Action parameters are not
relevant.
901 System parameter invalid
User response: Ensure that all SendData actions
Explanation: The system detected an invalid with a timeout greater than 0 have a
system parameter. This indicates that the system corresponding ReceiveData action that is always
parameter files have been corrupted. The system properly executed before the next SendData to
plays the error message and hangs up. that server and before the application terminates.
User response: Restore the system parameter If you don't want to receive a response from a
files from backup data and check that they are SendData action, set the Timeout value to 0.
valid. Severity: Yellow
Severity: Yellow Destination: Log
Destination: Log, System Monitor
1001 Application error: invalid function
906 System parameter for function or subfunction
key undefined or invalid Explanation: An application has issued a
Explanation: A system parameter describing a SendData action with a timeout greater than 0
function key could not be read or contained an (one that will cause a response from the server),
invalid value. and then closed the link to that server without
waiting for the response. The link is closed either
User response: Restore the system parameter using CloseHostServerLink or CloseEverything.
This happens because there is no corresponding

Appendix B. WebSphere Voice Response messages identified by number 185


1100 • 1201

ReceiveData action, or there is one but the


1102 Could not find local variable
application does not retry on a Timeout edge.
The Timeout edge means that the ReceiveData Explanation: Could not find a local variable.
has timed out, not that the server request has
User response: Validate state tables and prompt
timed out. ReceiveData is retried until one of the
directories.
following edges is returned: - Succeeded - No
More Data - Data Not Found - Host Problem Severity: White
Host Problem occurs when the SendData timeout
expires. If the server involved is a custom server, Destination: Log, System Monitor
the error parameters give its name and process
ID (PID). Note: This error can be reported from 1103 Failed to convert between string
any action, so the State Table:Label and Action and number
parameters are not relevant.
Explanation: A conversion of a string to a
User response: Ensure that all SendData actions number, or a number to a string failed. See the
with a timeout greater than 0 have a error log for details.
corresponding ReceiveData action that is always
properly executed before the next SendData to User response: Correct the assignment in the
that server and before the application terminates. state table or call IBM Support as appropriate.
If you don't want to receive a response from a Severity: White
SendData action, set the Timeout value to 0.
Destination: Log, System Monitor
Severity: Yellow
Destination: Log 1104 Error detected with multi
precision calculation
1100 Could not initialize local variable Explanation: An error occurred while
table. Cannot start check. performing mathematical calculations.
Explanation: The channel process cannot User response: See the error log for details.
allocate memory (from the buffer pool) for Correct the application if appropriate.
dynamic variables (dv).
Severity: White
User response: Increase the buffer pool size. A
possible workaround is to use system variables Destination: Log
instead of user-defined variables.
Severity: Yellow 1120 Recursive loop detected in macro
call
Destination: Log, System Monitor
Explanation: A recursive loop was detected in a
macro call.
1101 Could not reinitialize local
variable table. Creating new table. User response: Edit the prompt macro and
remove the recursive loop.
Explanation: This channel process had to
restart. Severity: White

User response: None. The channel process has Destination: Log, System Monitor
recovered from the error.
Severity: White 1201 Line problem

Destination: Log, System Monitor Explanation: The channel process detected an

186 Problem Determination


1202 • 1208

unacceptable error on the channel in use while Explanation: One of the system parameters for
trying to reconnect. voice interruption detection contains an invalid
value.
User response: Use another channel, or fix the
problem with channel. IBM Support should User response: Not coded
invoke diagnostics. Refer to the Configuring the
Severity: White
System book.
Destination: Log, System Monitor
Severity: White
Destination: Log, System Monitor
1206 Unexpected interruption by voice
detection
1202 No line assigned
Explanation: An action was interrupted by
Explanation: An action is executed that requires voice detection when voice detection had been
activity on the line, but the call has been deactivated.
terminated by the state table.
User response: Not coded
User response: Check and correct the state
Severity: White
table.
Destination: Log, System Monitor
Severity: Yellow
Destination: Log, System Monitor
1207 Unexpected interruption by fax
tone
1203 Phone number too long
Explanation: An action was interrupted by fax
Explanation: The specified phone number tone when this event was not expected.
(possibly combined with the area code) is too
User response: None.
long and has been truncated.
Severity: White
User response: Unless this was intended,
reduce the phone number length to the Destination: Log, System Monitor
maximum allowable (20 digits max should
work!) and try again.
1208 Line Problem whilst answering
Severity: White call
Destination: Log, System Monitor Explanation: The channel process detected an
error on the channel in use whilst trying to
answer an incoming call. This could be caused
1204 Invalid format string received
by incorrect configuration of the telephony
Explanation: A format string contains an invalid protocol or telephony parameters, or an error in
character or the string is not long enough for the the signalling software.
corresponding phone number.
User response: If this error occurs frequently,
User response: Correct the format string and check that the correct protocol has been selected
retry. on WebSphere Voice Response and the switch,
and that the parameters forWebSphere Voice
Severity: White
Response and the switch are compatible. If the
Destination: Log, System Monitor problem persists, call IBM Support. To help solve
the problem, have the following available when
you call: - Details of the switch and WebSphere
1205 Invalid parameter for voice Voice Response telephone setup - Details of the
interruption detection

Appendix B. WebSphere Voice Response messages identified by number 187


1300 • 1305

version of WebSphere Voice Response you are


1303 Fax detection parameter out of
using, along with details of any PTFs that have
range
been applied - A system-level trace of the
problem Explanation: A parameter was out of the
allowed range. Fax detection must be set to one
Severity: White
of the following values: 0 - Off 1 - Inbound 2 -
Destination: Log, System Monitor Outbound 3 - Bothway The fax detector has been
turned off.

1300 Background music action failed User response: Correct the application to pass a
valid value.
Explanation: An attempt to control background
music failed. The application will continue, but Severity: White
music will not be mixed in. The return code and
Destination: Log, System Monitor
the failing function are given.
User response: None. If the problem persists,
1304 Could not set requested channels
call IBM Support.
Explanation: The channel process manager
Severity: Yellow
could not interpret either or both of: * SV178
Destination: Log, System Monitor System : Call : Permitted channel groups * SV228
System : Call : Permitted channels The set of
channels to use for outbound calls has now been
1301 Background music parameter out set to the default: any channel and both variables
of range have been set to the null string.
Explanation: A parameter was out of the User response: Check the passed strings closely
allowed range. It has been set to the closest for errors and modify the application to pass
allowable value to the requested value, or to a valid values.
default value. The requested value and actual
value are given. Severity: Yellow

User response: Correct the application so that it Destination: Log, System Monitor
passes a valid value.
Severity: White 1305 Invalid DTMF stop keys for Play
Prompt
Destination: Log, System Monitor
Explanation: The referenced action was coded
to stop on selected DTMF. Invalid DTMF keys as
1302 Background music parameter out indicated below in "Invalid keys" have been
of range specified. Only keys in the range
Explanation: A parameter was out of the "0123456789ABCD*#" are permitted. The Play
allowed range. It has been set to the closest Prompt action will continue, play being stopped
allowable value to the requested value, or to a using only those keys which are valid.
default value. The requested value and actual User response: Check and correct the specified
value are given. DTMF keys for the action, then save and validate
User response: Correct the application so that it the state table.
passes a valid value. Severity: White
Severity: White Destination: Log, System Monitor
Destination: Log, System Monitor

188 Problem Determination


1400 • 2000

1400 Play Latency Time alert for this 1402 Profile retrieval time alert for this
call call
Explanation: While playing voice data with Explanation: While retrieving application
PlayPrompt, PlayAudioName, PlayGreeting, profile information, for example while answering
PlayVoiceMessage, or PlayVoiceSegment, the a call or gathering mailbox information, the time
delay between the voice being requested by the taken to retrieval profile data from the database
application and being played became greater became greater than the alert threshold defined
than the alert threshold defined by the system by the system parameters in "Application Server
parameters in "Application Server Interface". This Interface". This equates to potentially increased
equates to an increased period of silence being periods of silence being heard by the caller
heard by the caller leading to a decreased quality leading to a decreased quality of service.
of service.
User response: Check for excessive disk, CPU,
User response: Check for excessive disk, CPU, or network load. These cause delays in retrieving
or network load. These cause delays in retrieving voice data from local disk or a remote SSI server.
voice data from local disk or a remote SSI server. If using a remote SSI server also check for
If using a remote SSI server also check for excessive load on the server and examine NFS
excessive load on the server and examine NFS performance.
performance.
Severity: White
Severity: White
Destination: Log, System Monitor
Destination: Log, System Monitor
1403 Time to check voice messages
1401 Underrun Margin Time alert for alert for this call
this call
Explanation: The time taken to retrieve voice
Explanation: While playing voice data with messaging information for a subscriber when
PlayPrompt, PlayAudioName, PlayGreeting, using the Check Voice Messages state table action
PlayVoiceMessage, or PlayVoiceSegment, the became greater than the alert defined by the
device driver was close to running out of voice system parameters in "Application Server
data to play. The accepted alert value is defined Interface". This equates to potentially increased
by the system parameters in "Application Server periods of silence being heard by the caller
Interface". If the device driver runs out of voice leading to a decreased quality of service.
data to play, the system continues to play voice
User response: Check for excessive disk, CPU,
data when more is available, but the caller hears
or network load. These cause delays in retrieving
a pause in the voice. Note: This report is based
voice data from local disk or a remote SSI server.
on an average calculated every minute
If using a remote SSI server also check for
User response: This is probably caused by the excessive load on the server and examine NFS
voice input buffer to the device driver being too performance.
small, and is most likely to happen when the
Severity: White
system is heavily loaded. Increase the size of the
buffer using the Normal Play/Record Max Data Destination: Log, System Monitor
system parameter.
Severity: White 2000 Could not obtain memory buffers
Destination: Log, System Monitor Explanation: The system could not obtain
memory buffers and tried to free any available
memory buffers. The application requires more
memory than is available.

Appendix B. WebSphere Voice Response messages identified by number 189


2002 • 2008

User response: Increase the size of the buffer


2006 No free channel processors could
pool. Increase the Application Server Interface :
be allocated
Number of Pool Buffers system parameter. If a
lot of voice is played, trying using compressed Explanation: No free channel processes are
rather than clear channel. If a large number of available.
prompts are played, ensure that Application
User response: Change the Application Server
Server Interface : Time in Cache is no longer than
Interface : extra channel process system
the longest prompt segment. If a lot of voice is
parameter to increase the number of channel
played outside prompts, call IBM to ask for your
processes.
voice preload parameters to be decreased.
Severity: Yellow
Severity: Yellow
Destination: Log, System Monitor
Destination: Log, System Monitor

2007 Low free channel process warning


2002 Channel process manager
initialization failed Explanation: The system has a low number of
free channel processes available. This is a
Explanation: The channel process manager
warning to take remedial action. No further error
initialization failed.
2007s will be logged until error 2008 has
User response: WebSphere Voice Response is occurred.
inoperable. Call IBM Support.
User response: Change the Application Server
Severity: Red Interface : extra channel process system
parameter to increase the number of channel
Destination: Log, System Monitor, Alertable
processes.
Severity: Yellow
2003 Internal channel process manager
error Destination: Log, System Monitor
Explanation: The channel process manager
detected an invalid condition. 2008 Low free channel process warning
cleared
User response: Try again. If the problem
persists, call IBM Support. Explanation: The system now has enough free
channel processes available.
Severity: Red
User response: None. This message is issued to
Destination: Log, System Monitor, Alertable
help you to assess the number of channel
processes that you need. If the number of free
2004 Channel process manager received channel processes falls below the threshold
invalid message again, error 2007 is logged.

Explanation: The channel process manager Severity: Green


received an invalid message.
Destination: Log, System Monitor
User response: If the problem persists, call IBM
Support.
Severity: Yellow
Destination: Log, System Monitor

190 Problem Determination


DB2 return codes
The return codes in Table 8 are generated by database access routines and
recorded in the errno value in the errorlog entry.

If an errno value is not described here, check the AIX errno value for a
description of the error, and contact IBM Support if necessary.

If while creating or restoring the WebSphere Voice Response database or


starting WebSphere Voice Response you see a DB2 error not listed in Table 8,
try recycling WebSphere Voice Response. Shutting down and restarting the
system can make temporary problems disappear. If you still experience DB2
errors after this, contact IBM Support.
Table 8. DB2 return codes

SQL
code SQLSTATE Explanation User response

-0001 not A database function failed The DB2 server may have been
applicable because the database was stopped manually, make sure it is
not connected or had been running and restart WebSphere
disconnected. Voice Response. If the problem
persists, contact IBM Support.

-0968 57011 One of the file systems Make sure that your file systems
containing the WebSphere have enough free space, then retry
Voice Response DB2 the operation.
database is full. The
transaction or request
failed.

-3006 not This error can occur when Make sure that the file system
applicable exporting or importing containing the $DB directory has
WebSphere Voice Response enough free space, then retry the
application data using operation.
either the Application
Manager or the command
line utilities. The most
likely cause is that there is
not enough space in the
file system to write the
SQL message file.

Appendix B. WebSphere Voice Response messages identified by number 191


Table 8. DB2 return codes (continued)

SQL
code SQLSTATE Explanation User response

-10018 not This error occurs when Make sure that the file system
applicable exporting WebSphere Voice containing the $DB directory has
Response application data enough free space, then retry the
using either the operation.
Application Manager or
the command line utilities
and there is not enough
space in the file system to
create the exported data.

1032N 57019 The database manager has The database manager needs to be
not been started. The started. You can either:
WebSphere Voice Response v Restart the pSeries computer; the
database cannot be created database manager should start
and WebSphere Voice automatically, or,
Response cannot be started
v Log in as root and key the
until the database manager
following commands to start the
has been started.
database manager:
cd /usr/lpp/dirTalk/tools
. ./vae.setenv
su - $DBINSTANCE -c db2start

You can then start WebSphere


Voice Response. If the problem
persists, contact IBM Support.

192 Problem Determination


DBSM (database server) return codes
The return codes in Table 8 on page 191 are generated by database access
routines and recorded in the error_no value in the errorlog entry.

If an error_no value is not described here, check the AIX errno value for a
description of the error, and contact IBM Support if necessary.
Table 9. WebSphere Voice Response database return codes

error_no Description Explanation User response

2 No such file or An operation failed Try to establish which


directory because the specified file operation received this error,
could not be found. check and correct the data if
necessary, and retry.

5 I/O error An operation failed Check the AIX system log


because a input/output (using the "errpt -a"
error has occurred. This command) for any evidence
may indicate a hardware of hardware errors. If there is
problem. a hardware error, consider
shutting down WebSphere
Voice Response, as system
operation may be affected.

9 Bad file An operation failed Check the errorlog, because


descriptor because an invalid file this error can be preceded by
descriptor was specified. one which more correctly
describes the problem. If not
and this error persists after
you have restarted
WebSphere Voice Response,
contact IBM Support.

13 Permission An operation failed Check the error details, and


denied because the file the ownership and file
permissions would not permissions. See the
allow it. "vae.setuser" utility in
WebSphere Voice Response for
AIX: Installation to reset the
permissions if necessary.

17 File exists An attempt was made to Try to establish what


create a database file or operation received this error,
table, but it already check and correct the data if
exists. necessary, and retry.

Appendix B. WebSphere Voice Response messages identified by number 193


Table 9. WebSphere Voice Response database return codes (continued)

error_no Description Explanation User response

24 Too many open A process has reached the Restart WebSphere Voice
files per-process limit on the Response. If this problem
number of files open persists, then contact IBM
concurrently. Support.

27 File too large An attempt was made to Check the error details of the
increase the size of a affected file.
database file or table
beyond the system limit.

28 No space left on An operation failed Delete any unnecessary data


device because there was or increase the size of the
insufficient space in the relevant file system(s).
file system. Restart WebSphere Voice
Response, specifying forced
recovery.

30 Read only file A write operation failed Reconfigure the file system
system because the file system and restart WebSphere Voice
was mounted as Response.
read-only.

-4201 End-of-file The end of the file was None normally required.
encountered encountered on a read of However, this can happen
a database file or table. when an operation expects a
record or row to exist, but it
doesn’t.

-4202 Beginning-of-file The beginning of the file None normally required.


encountered was encountered on a However, this can happen
read of a database file or when an operation expects a
table. record or row to exist, but it
doesn’t.

-4203 Intentions denied The requested database Try to establish which


access intentions cannot operation received this error,
be granted because and retry. This may be a
another process(es) transient condition. If the
already hold more problem persists, contact IBM
restrictive intentions on Support.
the file.

194 Problem Determination


5001 • 5003

Table 9. WebSphere Voice Response database return codes (continued)

error_no Description Explanation User response

-4204 Duplicate key An attempt was made to Try to establish which


add/insert a record/row operation received this error,
into a database file/table, check and correct the data if
but the request failed necessary, and retry. If the
because a unique index problem persists, contact IBM
already contains the same Support.
data.

-4206 No record Either no record was If the problem persists after


found which matched the restarting WebSphere Voice
specified key, or a Response specifying forced
delete/update was recovery, then contact IBM
attempted when the Support.
record was not locked.

-4207 Not an index An operation was Restart WebSphere Voice


attempted which required Response. If the problem
the use of a database persists, then contact IBM
index, but the specified Support.
index did not exist.

-4208 File needs A file was found to need Restart WebSphere Voice
recovery recovery when it was Response and specify forced
opened. recovery, noting any errors
that occur. If the problem
persists, contact IBM
Support.

Explanation: A database server process could


5001 Cannot receive data from message
not initialize correctly. This may cause the system
queue
not to function as expected.
Explanation: A process could not receive a
User response: Restart WebSphere Voice
message from an AIX message queue. This error
Response, and, if necessary, AIX. If the problem
may cause the process to exit.
persists, call IBM Support.
User response: Restart WebSphere Voice
Severity: Red
Response, and, if necessary, AIX. If the problem
persists, call IBM Support. Destination: Log, System Monitor, Alertable
Severity: Red
5003 Unable to attach to message
Destination: Log, System Monitor, Alertable
queue. Process exiting.
Explanation: A database server process could
5002 Task initialization failed. Process
not attach to an AIX message queue. The process
exiting.

Appendix B. WebSphere Voice Response messages identified by number 195


5004 • 5021

exits abnormally and the system may not Severity: Red


function as expected.
Destination: Log, System Monitor, Alertable
User response: Restart WebSphere Voice
Response, and, if necessary, AIX. If the problem
5008 Get buffer blocks failed
persists, call IBM Support.
Explanation: Could not get a system 4KB buffer
Severity: Red
for a database server operation.
Destination: Log, System Monitor, Alertable
User response: Increase the buffer pool as
appropriate.
5004 Could not allocate memory.
Severity: Red
System call malloc() failed.
Destination: Log, System Monitor, Alertable
Explanation: A database server process could
not allocate memory when required. If sufficient
memory was not available when the process was 5010 Unable to open database file
being initialized, the process may abend. If the
memory was required to satisfy an application Explanation: An attempt to open a database file
request, the request will fail. failed.

User response: Restart WebSphere Voice User response: If the errno is -2, the file could
Response, and, if necessary, AIX. If the problem not be opened because it does not exist. This
persists, call IBM Support. could be because an application has made an
incorrect request (for example, invoking a
Severity: Red PlayVoiceSegment action when the voice
directory has not been created). Use the message
Destination: Log, System Monitor, Alertable
parameters to determine if this error is being
produced because of an application error.
5005 Notify_appl() failed
Severity: Yellow
Explanation: A database server could not send
Destination: Log, System Monitor
data to another process. The affect of this will
vary, but in the case where a process has
requested data from the database server, an 5018 Close failed
appropriate notification will be returned to the
application. Other messages may be issued Explanation: The system failed to close a file.
which supplement the data in this message. User response: Keep track of the frequency of
User response: Restart WebSphere Voice the error. If it happens frequently, call IBM
Response, and, if necessary, AIX. If the problem Support.
persists, call IBM Support. Severity: White
Severity: Red Destination: Log, System Monitor
Destination: Log, System Monitor, Alertable
5021 Read lock failed
5007 Invalid file permissions Explanation: The system failed to establish read
Explanation: The file permissions prevented a lock.
particular operation. User response: Keep track of the frequency of
User response: Check the permissions on the the error. If it happens frequently, call IBM
file specified in the errorlog. Support.

196 Problem Determination


5022 • 5046

Severity: White
5036 File delete failed
Destination: Log, System Monitor
Explanation: The system could not delete the
file.
5022 Write lock failed
User response: If this problem persists, call IBM
Explanation: The system failed to establish Support.
write lock.
Severity: Yellow
User response: Keep track of the frequency of
Destination: System Monitor
the error. If it happens frequently, call IBM
Support.
5039 File compression failed
Severity: White
Explanation: An attempt to compress a voice
Destination: Log, System Monitor
database file (segment or message) failed. When
the data in a file becomes fragmented,
5024 Seek failed WebSphere Voice Response automatically tries to
reclaim the free space by compressing the file.
Explanation: Could not move the file pointer to The most likely reasons for such a failure is a
the specified location. This can be caused by a lack of free disk space required to complete the
bad file descriptor or bad parameter passed in. operation, or the file may have been in use when
User response: Keep track of the frequency of the compression was attempted.
the error. If it happens frequently, call IBM User response: WebSphere Voice Response
Support. retries the operation daily until it is successful. If
Severity: White the reason for the failure is lack of disk space,
you may want to increase the size of the file
Destination: Log, System Monitor system or delete any unnecessary data (for
example, error logs, statistics, test applications, or
5027 Write failed test data).

Explanation: VAGSERVER could not write data Severity: Yellow


to a file. This error can be caused by a bad file Destination: Log, System Monitor
descriptor or locked file.
User response: Verify that the file descriptor 5045 Segment retrieve failed
and file are not locked. If you can`t correct the
problem, call IBM Support. Explanation: There are four possible reasons for
this: 1. memcpy() from DMS buffer to write
Severity: Yellow segment text parm failed. 2. Segment text file
Destination: Log, System Monitor length is corrupted. 3. Segment text seg_id is
corrupted. 4. memcpy() from DMS buffer to
write segment text failed.
5031 Read failed
User response: Call IBM Support.
Explanation: The system failed to read data
from a file. Severity: Yellow

User response: If this problem persists, call IBM Destination: Log, System Monitor
Support.
Severity: Yellow 5046 Segment create failed

Destination: Log, System Monitor

Appendix B. WebSphere Voice Response messages identified by number 197


5049 • 5061

Explanation: Tried to create a voice segment Severity: Red


that already exists.
Destination: Log, System Monitor
User response: Choose another voice segment
ID or remove the existing voice segment.
5057 Invalidate prompt directory failed
Severity: White
Explanation: The subfunction on an invalidate
Destination: Log, System Monitor prompt directory function call is incorrect.
User response: Call IBM Support.
5049 Could not retrieve voice segment
Severity: Red
text data
Destination: Log, System Monitor
Explanation: A request to obtain the text data
for a voice segment failed.
5058 Invalidate prompt directory failed
User response: If the problem persists, call IBM
Support. Explanation: The subfunction on an invalidate
segment function call is incorrect, but the
Severity: White
segment file is actually a variable length file.
Destination: Log
User response: Call IBM Support.
Severity: Red
5054 Request received with invalid
data Destination: Log, System Monitor
Explanation: A database server received a
request which was not in the expected format. 5059 Invalidate var map relations failed
User response: This error normally indicates a Explanation: The subfunction on an invalidate
software malfunction. If it continues to occur var map function call is incorrect.
after restarting WebSphere Voice Response, call
IBM Support. User response: Call IBM Support.

Severity: Red Severity: Red

Destination: Log, System Monitor Destination: Log, System Monitor

5055 Invalidate failed 5061 System call fork() failed

Explanation: One of the parameters to the Explanation: A process could not recreate
SGAM server routine, which sends invalidate another instance of itself using the fork() system
voice data messages, is incorrect. call. The system may not function correctly. The
most likely reason for the failure is a lack of
User response: Call IBM Support. system resources.
Severity: Red User response: Check that the WebSphere Voice
Response account does not own too many
Destination: Log, System Monitor
processes. There is a system wide limit called
"Maximum number of user processes" (or
5056 Invalidate state table failed MAXUPROCS) which controls this. You may
want to increase this value using the SMIT tool
Explanation: The subfunction on an invalidate
after checking that there are no unexpected
state table function call is incorrect.
processes (for example, custom servers under
User response: Call IBM Support. test) currently running. Check also that system

198 Problem Determination


5062 • 5069

memory is not constrained and that any paging


5065 Close file or table failed (dmsclos
devices are not fully used.
or dmstclo)
Severity: Red
Explanation: An attempt to close a database file
Destination: Log, System Monitor, Alertable or table failed. The error details contain the name
of the file or table. The error_no value is set to
the AIX errno or database return code received.
5062 Open file or table failed
(dmsopen or dmstopn) User response: Refer to the description of
WebSphere Voice Response database return codes
Explanation: An attempt to open a database file in the Problem Determination book.
or table failed. The error details contain the file
or table. The error_no value is set to the AIX Severity: White
errno or database return code received.
Destination: Log
User response: Refer to the description of
WebSphere Voice Response database return codes
5067 Add record failed (dmsadd)
the Problem Determination book.
Explanation: An attempt to add a record to a
Severity: Yellow
database file failed. The error details contain the
Destination: Log, System Monitor name of the file. The error_no value is set to the
AIX errno or database return code received.

5063 Create file or table failed User response: Refer to the description of
(dmscrea or dmstopn) WebSphere Voice Response database return codes
in the Problem Determination book.
Explanation: An attempt to create a database
file or table failed. The error details contain the Severity: Yellow
file or table. The error_no value is set to the AIX
Destination: Log, System Monitor
errno or database return code received.
User response: Refer to the description of
5068 Get record by key failed
WebSphere Voice Response database return codes
(dmsgetk)
in the Problem Determination book.
Explanation: An attempt to read a record by
Severity: Red
key from a database file has failed. The error
Destination: Log, System Monitor, Alertable details contain the name of the file. The error_no
value is set to the AIX errno or database return
code received.
5064 Create index failed (dmscrei or
dmsicre) User response: Refer to the description of
WebSphere Voice Response database return codes
Explanation: An attempt to create an index on a in the Problem Determination book.
database file or table failed. The error details
contain the name of the file or table. The Severity: Yellow
error_no value is set to the AIX errno or database
Destination: Log, System Monitor
return code received.
User response: Refer to the description of
5069 Get record sequentially failed
WebSphere Voice Response database return codes
(dmsgets)
in the Problem Determination book.
Explanation: An attempt to read the next record
Severity: Red
in a key search from a database file has failed.
Destination: Log, System Monitor, Alertable The error details contain the name of the file.

Appendix B. WebSphere Voice Response messages identified by number 199


5070 • 5076

The error_no value is set to the AIX errno or WebSphere Voice Response database return codes
database return code received. in the Problem Determination book.
User response: Refer to the description of Severity: Yellow
WebSphere Voice Response database return codes
Destination: Log, System Monitor
in the Problem Determinationbook.
Severity: Yellow
5073 Modify record failed (dmsmodc)
Destination: Log
Explanation: An attempt to modify a record in
a database file failed. The error details contain
5070 Get record by RBA failed the name of the file or table. The error_no value
(dmsgetd) is set to the AIX errno or database return code
received.
Explanation: An attempt to read a record by
address failed. The error details contain the name User response: Refer to the description of
of the file or table. The error_no value is set to WebSphere Voice Response database return codes
the AIX errno or database return code received. in the Problem Determination book.
User response: Refer to the description of Severity: Yellow
WebSphere Voice Response database return codes
Destination: Log, System Monitor
in the Problem Determination book.
Severity: Yellow
5074 Commit failed (dmscmit)
Destination: Log, System Monitor
Explanation: An attempt to force file or table
updates to disk failed. The error details contain
5071 Deletion of row/record/table/file the name of the file or table. The error_no value
failed (dmsdelt) is set to the AIX errno or database return code
received.
Explanation: An attempt to delete a row or
record from a file or table failed, or an error was User response: Refer to the description of
received when deleting a file or table. The error WebSphere Voice Response database return codes
details contain the name of the file or table. The in the Problem Determination book.
error_no value is set to the AIX errno or database
Severity: Yellow
return code received.
Destination: Log
User response: Refer to the description of
WebSphere Voice Response database return codes
in the Problem Determination book. 5076 Get record key failed (dmskey)
Severity: Yellow Explanation: An attempt to read a record by
key from a database file has failed. The error
Destination: Log
details contain the name of the file. The error_no
value is set to the AIX errno or database return
5072 Modify record failed (dmsmod) code received.
Explanation: An attempt to modify a record in User response: Refer to the description of
a database file failed. The error details contain WebSphere Voice Response database return codes
the name of the file or table. The error_no value in the Problem Determination book.
is set to the AIX errno or database return code
Severity: Yellow
received.
Destination: Log, System Monitor
User response: Refer to the description of

200 Problem Determination


5077 • 5085

User response: If the requester has failed, other


5077 Get record by address failed
error messages will be generated to show this. If
(dmsrba)
no such error messages are logged, restart
Explanation: An attempt to read a record by WebSphere Voice Response and if the problem
address from a database file failed. The error persists, call IBM Support.
details contain the name of the file. The error_no
Severity: Green
value is set to the AIX errno or database return
code received. Destination: Log
User response: Refer to the description of
WebSphere Voice Response database return codes 5082 Attempt to update nonexistent
in the Problem Determination book. unit
Severity: Yellow Explanation: A block from a multi-block request
is received. It is not the first block in the request,
Destination: Log, System Monitor
yet there is no record of any previous blocks
having been written.
5078 File type corrupted
User response: None. If the problem persists,
Explanation: During the processing of a request, call IBM Support.
an internal variable became corrupted. This may
Severity: Yellow
indicate a software malfunction.
Destination: Log
User response: Restart WebSphere Voice
Response. If the problem persists, call IBM
Support. 5083 Could not make file name
Severity: Red Explanation: The print routine used to create
file names failed.
Destination: Log, System Monitor, Alertable
User response: Call IBM Support.
5079 Function type corrupted Severity: Yellow
Explanation: During the processing of a request Destination: Log, System Monitor
an internal variable became corrupted. This may
indicate a software malfunction.
5084 Select on table failed (dmsslct)
User response: Restart WebSphere Voice
Response. If the problem persists, call IBM Explanation: A query on a database table has
Support. failed. The error details contain the name of the
file. The error_no value is set to the AIX errno or
Severity: Red database return code received.
Destination: Log, System Monitor, Alertable User response: Refer to the description of
WebSphere Voice Response database return codes
in the Problem Determination book.
5080 Data timeout exceeded
Severity: Yellow
Explanation: In a multi-block request for voice
data, the next block was not received within an Destination: Log, System Monitor
internally defined time period. The request fails,
and an appropriate indication is returned to the
application. This may indicate that the requesting 5085 Update row failed (dmsupdt)
process has failed or is not functioning correctly. Explanation: An attempt to update a database
table row failed. The error details contain the

Appendix B. WebSphere Voice Response messages identified by number 201


5086 • 5094

name of the file. The error_no value is set to the Explanation: An application level lock buffer
AIX errno or database return code received. could not be obtained because a free buffer could
not be found. The request is rejected and an
User response: Refer to the description of
appropriate indication returned to the
WebSphere Voice Response database return codes
application.
in the Problem Determination book.
User response: Restart WebSphere Voice
Severity: Yellow
Response. If the problem persists, call IBM
Destination: Log, System Monitor Support.
Severity: Yellow
5086 Fetch row failed (dmsftch)
Destination: Log, System Monitor
Explanation: An attempt to fetch a database
table row failed. The error details contain the
5090 File descriptor list full
name of the file. The error_no value is set to the
AIX errno or database return code received. Explanation: The file descriptor list for either
voice segment files, greeting files, audio name
User response: Refer to the description of
files, or message files is full. This is caused by
WebSphere Voice Response database return codes
the improper definition of system parameters.
in the Problem Determination book.
The size of the file descriptor lists are determined
Severity: Yellow from the maximum number of languages,
compression codes, and application groups that
Destination: Log, System Monitor are defined as system parameters.
User response: Modify the system parameters
5087 Insert row failed (dmsisrt) for this area. If the problem persists, call IBM
Explanation: An attempt to insert a row into a Support.
database table failed. The error details contain Severity: Yellow
the name of the file. The error_no value is set to
the AIX errno or database return code received. Destination: Log, System Monitor

User response: Refer to the description of


WebSphere Voice Response database return codes 5093 Recover DMS failed
in the Problem Determination book.
Explanation: The recover() function failed
Severity: Yellow because there is no more disk space or there has
been a database internal error.
Destination: Log, System Monitor
User response: Call IBM Support.
5088 SGAM data unit locked Severity: Red
Explanation: A request was made on a data Destination: Log, System Monitor, Alertable
unit that is already in use.
User response: None. 5094 Vital statistics corrupt

Severity: Yellow Explanation: For vag_dsptch.c/add_SMSI_db()


this means one of: 1. Record size larger than file.
Destination: Log 2. Corrupt record count in header. 3. Unexpected
EOF encountered in header. 4. Corrupt CRC
5089 No application level lock buffer number in file. For make_fname.c, the file type is
available not listed in the main case statement.

202 Problem Determination


5095 • 5101

User response: Determine the cause of the Severity: Yellow


problem and correct it, if possible. If the problem
Destination: Log, System Monitor
persists, call IBM Support.
Severity: Yellow
5098 Invalid voice directory group ID
Destination: Log, System Monitor specified
Explanation: A request to use a voice directory
5095 Key is reserved: access not in a state table failed because the group ID
permitted provided is invalid. The group must be an
existing voice directory in the current language.
Explanation: There was either a create, update,
delete, or annotate request on voice data with User response: Ensure that you are specifying
key=0. This key is reserved to hold WebSphere an existing directory group ID in the request.
Voice Response release and version information.
Severity: White
User response: Call IBM Support.
Destination: Log, System Monitor
Severity: Red
Destination: Log, System Monitor 5099 Invalid profile ID specified
Explanation: An attempt was made to retrieve
5096 Voice database file not found an application profile, but the profile ID specified
did not exist.
Explanation: A request was made to access
voice data (for example, segment, message, audio User response: Ensure that a correct application
name, or greeting) but the requested database file profile ID is specified in the request.
did not exist.
Severity: White
User response: This error is normally caused by
Destination: Log, System Monitor
an application trying to retrieve voice data that
has not yet been created, or that has been deleted
by the administrator or developer in error. The 5100 Invalid mailbox ID specified
parameters identify which voice directory or
message file has been specified, and if the Explanation: An attempt was made to use a
request was for a greeting or an audio name. An particular mailbox ID, but the ID did not exist.
appropriate edge is returned to the state table, or User response: Ensure that a correct mailbox ID
return code to the custom server, that generated is specified in the request.
this request. If the request is valid, ensure the
voice data is recreated. If the request is invalid, Severity: White
correct the application that caused the error. Destination: Log, System Monitor
Severity: White
Destination: Log, System Monitor 5101 Invalid distribution list ID
specified

5097 Internal programming error Explanation: An attempt was made to use a


particular distribution list ID, but the ID did not
Explanation: An internal software error exist.
occurred.
User response: Ensure that a correct
User response: Restart WebSphere Voice distribution list ID is specified in the request.
Response, and, if necessary, AIX. If the problem
persists, call IBM Support. Severity: White

Appendix B. WebSphere Voice Response messages identified by number 203


5102 • 5205

Destination: Log, System Monitor Destination: Log, System Monitor, Alertable

5102 Access not allowed to distribution 5201 Database connection failed


list
Explanation: An error occurred while trying to
Explanation: A request was made to access a connect to the database. The database is
private mailbox using an application profile that currently being recovered because of an AIX
does not own the mailbox. system crash. The command is retried until a
connection has been established.
User response: Any requests to access a private
mailbox must originate from the owner of the User response: None.
mailbox. Correct the request and try again.
Severity: Yellow
Severity: White
Destination: Log, System Monitor
Destination: Log, System Monitor
5202 Database connection established
5103 Siglib error setting message
Explanation: The database recovery has
waiting indicator
completed. A connection to the database has
Explanation: An error occurred trying to set the been established.
message waiting indicator.
User response: None.
User response: Specify No for the MWI
Severity: Green
Automatically Set parameter in the Exchange
Data Link parameters group (use the System Destination: Log, System Monitor
Configuration option on the Configuration
menu).
5204 Database problem avoided
Severity: Red
Explanation: A potential problem with the
Destination: Log, System Monitor, Alertable database has been avoided. See error text for
more details.
5200 SQL database transaction or User response: See error text for details.
request failure
Severity: White
Explanation: An error occurred while trying to
issue a database function. The operation which Destination: Log, System Monitor
caused this error has not completed, and an error
indication has been returned to the application, 5205 MWI activation not configured.
custom server, or user interface component that MWISERVER shutting down.
issued the request. The application state table
action, custom server call, returns a failure Explanation: WebSphere Voice Response is not
condition. The user interface produces an configured to set the message waiting indicator
appropriate error dialog. (MWI) when voice messages are received by
subscribers. The system parameter "MWI
User response: Refer to the section in the Automatically Set" in the Exchange Data Link
Problem Determination book that describes parameter group is set to "No". The
expected database errors, using the error alarm MWISERVER server process which sets MWI is
parameters to provide further diagnosis. If the not required and has shutdown.
error is not documented in that section, contact
IBM Support. User response: If you need MWI to be set,
change the system parameter and restart
Severity: Red

204 Problem Determination


5250 • 5252

WebSphere Voice Response. pathname to the voice storage directory


$CUR_DIR:
Severity: White
Segments:
Destination: Log, System Monitor voice/segment/<lang>/<vdirname>/<compr>
<segid>
Greetings:
5250 __OM_OpenVoice returned an voice/greet/<userid>.<greetid>.<compr>
error Audio Names:
Explanation: An error occurred opening a voice voice/aname/<userid>.<boxid>.<compr>
object. Messages:
voice/msg/<YYMMDDHH>/<msgid>
User response: .<msgcreatetime>.<compr>
Attachments:
Examine the error log for details. The voice/msg/<YYMMDDHH>/<msgid>
filename parameter is normally formatted .<msgcreatetime>.@.<atttype>.<attid>
as follows, in all cases prefixed by the Java voice files:
pathname to the voice storage directory voice/ext/<javaid>
$CUR_DIR: In addition temporary work files may be
Segments: found as follows in all of these locations
voice/segment/<lang>/<vdirname>/<compr> .workspace.<hostname>.<pid> where <xx>
<segid> should be replaced:
Greetings:
voice/greet/<userid>.<greetid>.<compr> Severity: Yellow
Audio Names: Destination: Log, System Monitor
voice/aname/<userid>.<boxid>.<compr>
Messages:
voice/msg/<YYMMDDHH>/<msgid> 5252 __OM_GetVoice returned an error
.<msgcreatetime>.<compr> Explanation: An error occurred retrieving voice
Attachments: data from the database.
voice/msg/<YYMMDDHH>/<msgid>
.<msgcreatetime>.@.<atttype>.<attid> User response:
Java voice files: voice/ext/<javaid>
In addition temporary work files may be Examine the error log for details. The
found as follows in all of these locations filename parameter is normally formatted
.workspace.<hostname>.<pid> where <xx> as follows, in all cases prefixed by the
should be replaced: pathname to the voice storage directory
$CUR_DIR:
Severity: Yellow
Segments:
Destination: Log, System Monitor voice/segment/<lang>/<vdirname>/<compr>
<segid>
Greetings:
5251 __OM_CloseVoice returned an voice/greet/<userid>.<greetid>.<compr>
error Audio Names:
Explanation: An error occurred closing a voice voice/aname/<userid>.<boxid>.<compr>
object. Messages:
voice/msg/<YYMMDDHH>/<msgid>
User response: .<msgcreatetime>.<compr>
Attachments:
Examine the error log for details. The voice/msg/<YYMMDDHH>/<msgid>
filename parameter is normally formatted .<msgcreatetime>.@.<atttype>.<attid>
as follows, in all cases prefixed by the

Appendix B. WebSphere Voice Response messages identified by number 205


5253 • 5255

Java voice files: User response:


voice/ext/<javaid>
In addition temporary work files may be Examine the error log for details. The
found as follows in all of these locations filename parameter is normally formatted
.workspace.<hostname>.<pid> where <xx> as follows, in all cases prefixed by the
should be replaced: pathname to the voice storage directory
$CUR_DIR:
Severity: Yellow
This information is subject to change in
Destination: Log, System Monitor further releases but may prove useful in
case of file access problems ie check
permissions, disk storage.
5253 __OM_GetVoiceHdr returned an
Segments:
error
voice/segment/<lang>/<vdirname>/<compr>
Explanation: An error occurred retrieving the <segid>
voice header data from the database. Greetings:
voice/greet/<userid>.<greetid>.<compr>
User response: Audio Names:
voice/aname/<userid>.<boxid>.<compr>
Examine the error log for details. The Messages:
filename parameter is normally formatted voice/msg/<YYMMDDHH>/<msgid>
as follows, in all cases prefixed by the .<msgcreatetime>.<compr>
pathname to the voice storage directory Attachments:
$CUR_DIR: voice/msg/<YYMMDDHH>/<msgid>
Segments: .<msgcreatetime>.@.<atttype>.<attid>
voice/segment/<lang>/<vdirname>/<compr> Java voice files:
<segid> voice/ext/<javaid>
Greetings: In addition temporary work files may be
voice/greet/<userid>.<greetid>.<compr> found as follows in all of these locations
Audio Names: .workspace.<hostname>.<pid> where <xx>
voice/aname/<userid>.<boxid>.<compr> should be replaced:
Messages:
voice/msg/<YYMMDDHH>/<msgid> Severity: Yellow
.<msgcreatetime>.<compr> Destination: Log, System Monitor
Attachments:
voice/msg/<YYMMDDHH>/<msgid>
.<msgcreatetime>.@.<atttype>.<attid> 5255 __OM_PutVoiceHdr returned an
Java voice files: error
voice/ext/<javaid>
Explanation: An error occurred writing the
In addition temporary work files may be
voice header data to the database.
found as follows in all of these locations
.workspace.<hostname>.<pid> where <xx> User response:
should be replaced:
Examine the error log for details. The
Severity: Yellow
filename parameter is normally formatted
Destination: Log, System Monitor as follows, in all cases prefixed by the
pathname to the voice storage directory
$CUR_DIR:
5254 __OM_PutVoice returned an error
Segments:
Explanation: An error occurred writing voice voice/segment/<lang>/<vdirname>/<compr>
data to the database. <segid>

206 Problem Determination


5256 • 5300

Greetings: found as follows in all of these locations


voice/greet/<userid>.<greetid>.<compr> workspace.<hostname>.<pid> where <xx>
Audio Names: should be replaced:
voice/aname/<userid>.<boxid>.<compr>
Severity: Yellow
Messages:
voice/msg/<YYMMDDHH>/<msgid> Destination: Log, System Monitor
.<msgcreatetime>.<compr>
Attachments:
voice/msg/<YYMMDDHH>/<msgid> 5257 __OM_SaveVoice returned an
.<msgcreatetime>.@.<atttype>.<attid> error
Java voice files: Explanation: An error occurred saving a voice
voice/ext/<javaid> object.
In addition temporary work files may be
found as follows in all of these locations User response:
.workspace.<hostname>.<pid> where <xx>
should be replaced: Examine the error log for details. The
filename parameter is normally formatted
Severity: Yellow as follows, in all cases prefixed by the
Destination: Log, System Monitor pathname to the voice storage directory
$CUR_DIR:
Segments:
5256 __OM_DeleteVoice returned an voice/segment/<lang>/<vdirname>/<compr>
error <segid>
Explanation: An error occurred deleting a voice Greetings:
object. voice/greet/<userid>.<greetid>.<compr>
Audio Names:
User response: voice/aname/<userid>.<boxid>.<compr>
Messages:
Examine the error log for details. The voice/msg/<YYMMDDHH>/<msgid>
filename parameter is normally formatted .<msgcreatetime>.<compr>
as follows, in all cases prefixed by the Attachments:
pathname to the voice storage directory voice/msg/<YYMMDDHH>/<msgid>
$CUR_DIR: .<msgcreatetime>.@.<atttype>.<attid>
Segments: Java voice files: voice/ext/<javaid>
voice/segment/<lang>/<vdirname>/<compr> In addition temporary work files may be
<segid> found as follows in all of these locations
Greetings: .workspace.<hostname>.<pid> where <xx>
voice/greet/<userid>.<greetid>.<compr> should be replaced:
Audio Names:
Severity: Yellow
voice/aname/<userid>.<boxid>.<compr>
Messages: Destination: Log, System Monitor
voice/msg/<YYMMDDHH>/<msgid>
.<msgcreatetime>.<compr>
Attachments: 5300 Deinstall of custom server failed
voice/msg/<YYMMDDHH>/<msgid> Explanation: You tried to deinstall a custom
.<msgcreatetime>.@.<atttype>.<attid> server which was running on another WebSphere
Java voice files: Voice Response node. You cannot deinstall a
voice/ext/<javaid> custom server if it is running on any WebSphere
In addition temporary work files may be Voice Response node in an SSI (single system
image) cluster.

Appendix B. WebSphere Voice Response messages identified by number 207


5301 • 5314

User response: Stop the custom server that is previously reported problem with the file
running on the indicated WebSphere Voice identified below is now clear.
Response node, before trying to deinstall the
User response: None
custom server.
Severity: Green
Severity: White
Destination: Log, System Monitor, Alertable
Destination: Log, System Monitor

5312 DBHEALTH reports problem with


5301 Database server down
CUR_DIR or DB2
Explanation: An error occurred while trying to
Explanation: The DBHEALTH process
connect to the database. The database server is
periodically checks files under CUR_DIR. The
currently down. The command is retried until a
AIX statx() on the file identified below is
connection has been established.
different from that stored in the DB2 by
User response: Investigate network and DB2. fsupdate. WebSphere Voice Response will cease
taking calls until the problem is fixed.
Severity: Red
User response: Investigate network and DB2.
Destination: Log, System Monitor
Check that the file indicated below is accessible.
If the file has been erased run fsupdate.
5302 Database server up
Severity: Red
Explanation: The database server has come up.
Destination: Log, System Monitor, Alertable
A connection to the database has been
established.
5313 DBHEALTH problem with
User response: None.
CUR_DIR or DB2
Severity: Green
Explanation: The DBHEALTH process
Destination: Log periodically checks DB2 and files under
CUR_DIR. The timeout for the resource set on
the Application Server Interface panel was
5310 DBHEALTH reports problem with exceeded. WebSphere Voice Response will cease
CUR_DIR files taking calls until the problem is fixed.
Explanation: The DBHEALTH process User response: Investigate network and DB2.
periodically checks files under CUR_DIR. The Check that the resource indicated is accessible. If
AIX statx() has found a problem as indicated by the resource is a file which has been erased run
error_no. WebSphere Voice Response will cease fsupdate.
taking calls until the problem is fixed.
Severity: Red
User response: Investigate network. Check that
the file indicated below is accessible. If the file Destination: Log, System Monitor, Alertable
has been erased run fsupdate.
Severity: Red 5314 DBHEALTH problem has cleared
Destination: Log, System Monitor, Alertable Explanation: The DBHEALTH process
periodically checks DB2 and files under
CUR_DIR. The previously reported problem with
5311 DBHEALTH problem has cleared file is now clear.
Explanation: The DBHEALTH process User response: None
periodically checks files under CUR_DIR. The

208 Problem Determination


5315 • 5320

Severity: Green
5318 Incorrect Mailbox Count Detected
Destination: Log, System Monitor, Alertable
Explanation: The system detected that a users
New or Saved message count is incorrect. The
5315 DBHEALTH DB2 Database system will take steps to fix the invalid count.
problem
User response: The system has corrected the
Explanation: A problem was reported by a SQL invalid count. If the problem persists please call
function. WebSphere Voice Response will cease IBM support.
taking calls until the problem is fixed.
Severity: White
User response: See below for SQL diagnostic
Destination: Log, System Monitor
message. Investigate network and DB2.
Severity: Red
5319 Invalid msg creation time detected
Destination: Log, System Monitor
Explanation: The system detected that a
message's creation time was invalid. When using
5316 DBHEALTH DB2 Database Fetch a remote database server in a SSI cluster, a time
data length error daemon should be used to maintain the same
time on all machines, for example, the Network
Explanation: The SQLFetch on the stored Time Protocol (NTP) daemon. However,
filesystem statx() SELECT keystamp from occasionally the times can become
dtuser.nodes where (( db2state = 2 ) or ( db2state unsynchronized and the 5319 DBSM (database
= 0 )) did not return enough data. WebSphere server) return code can be thrown.
Voice Response will cease taking calls until the
problem is fixed. User response: To resolve the problem if using
the NTP daemon (as the root user):
User response: Investigate network and DB2.
The data can be reset with fsupdate. Extra 1. Stop xntpd on the clients and on the database
debugging information is added to DTstatus.out server by using the command: stopsrc -s
if the DBHEALTH process is sent SIGUSR1 kill xntpd
-30 pidDBHEALTH. The same extra debugging is 2. Set the clock's time by calling the
also in trace trace. settimeofday subroutine by using the
command: ntpdate -b
Severity: Red
3. Clear the contents from the /etc/ntp.drift
Destination: Log, System Monitor file
4. Restart the servers by using the command:
5317 DBHEALTH reports problem with startsrc -s xntpd
CUR_DIR
If the problem persists please call IBM support.
Explanation: The DBHEALTH process
periodically checks files under CUR_DIR. An Severity: Yellow
attempt to write and read the file identified
Destination: Log, System Monitor
below failed. WebSphere Voice Response will
cease taking calls until the problem is fixed.
5320 System clock jumped
User response: Investigate network and DB2.
Check that the file indicated below is accessible. Explanation: The system detected that the
system clock was changed by a value greater
Severity: Red
than 4 seconds.
Destination: Log, System Monitor, Alertable
User response: If conflicting clock deamons are

Appendix B. WebSphere Voice Response messages identified by number 209


5321 • 5322

present on the system disable all but one. If the


system clock is changed by large values it may
result in unexpected system behaviour.
Severity: Yellow
Destination: Log, System Monitor

5321 Cannot set interval timer


Explanation: DBHEALTH was unable to set an
interval timer, and may raise timeout errors if the
system clock is adjusted by large values.
User response: If the system clock is changed
by large values it may result in unexpected
system behaviour. Please ensure this does not
happen. A common cause of this is conflicitng
clock deamons.
Severity: White
Destination: Log, System Monitor

5322 Invalid msg sent time detected


Explanation: The system detected that a
message's sent time was invalid.
User response: If the problem persists please
call IBM support.
Severity: Yellow
Destination: Log, System Monitor

210 Problem Determination


10001 • 10008

NODEM (Node Manager)


because shared memory is still allocated from a
10001 Could not fork a child process
previous session ofWebSphere Voice Response .
Explanation: Node manager tried to start more This can occur after WebSphere Voice Response
processes than allowed by the AIX system malfunctions when you try to restart it. It
parameter for maximum processes per user. indicates that there is not enough memory in the
system to allocate the number of buffers
User response: Increase the AIX parameter for
specified in the system parameters. This problem
maximum processes per user.
can occur if the number in the system parameter
Severity: Red Number of Pool Buffers is set too high.

Destination: Log, System Monitor, Alertable User response: Release previously allocated AIX
system resources. To change the value of the
system parameter Number of Pool Buffers, use
10002 Could not execute the child the command line utility RDSETBUFS. Type
process RDSETBUFS n, where n is the number of buffers.
Explanation: A major component of the system The number in the system parameter Maximum
will not start because the executable component Cached Buffers will be reset to not more than
is not found or is corrupted. The system may not 60% of the Number of Pool Buffers value.
be able to answer calls, or one or both of the Severity: Red
display panels may not appear.
Destination: Log, System Monitor, Alertable
User response: Restore the named component
from a backup tape. If the condition persists, call
IBM Support. 10007 Attempt to allocate semaphore
failed
Severity: Red
Explanation: Semaphores are still allocated from
Destination: Log, System Monitor, Alertable a previous session of WebSphere Voice Response.
This can occur afterWebSphere Voice Response
10003 Could not start executable file malfunctions when you try to restart it.

Explanation: The system will not start. One of User response: Run the WebSphere Voice
the components required to retrieve WebSphere Response cleanup utility to release previously
Voice Response system parameters will not run. allocated AIX system resources.
This may be because the component initialization Severity: Red
failed, or because the component program file
has been deleted or corrupted. Destination: Log, System Monitor, Alertable
User response: Verify that the component's
start-up requirements are correct. Restore the 10008 Attempt to allocate message
component from backup tape and try again. If queue failed
the condition persists, call IBM Support.
Explanation: Message queues are still allocated
Severity: Yellow from a previous session of WebSphere Voice
Response. This can occur afterWebSphere Voice
Destination: Log, System Monitor Response malfunctions when you try to restart it.
User response: Run the WebSphere Voice
10006 Attempt to allocate shared Response cleanup utility to release previously
memory failed allocated AIX system resources.
Explanation: The system will not initialize Severity: Red

Appendix B. WebSphere Voice Response messages identified by number 211


10009 • 10102

Destination: Log, System Monitor, Alertable Severity: Red


Destination: Log, System Monitor, Alertable
10009 Invalid message type
Explanation: This indicates that WebSphere 10023 Signalling library configuration
Voice Response resources and function may be problem
limited. It is caused by a component or server
Explanation: A problem occurred while
sending messages to the wrong queue.
WebSphere Voice Response was trying to
User response: Verify that the messages are not configure signalling processes. This is likely to be
coming from a custom server. Call IBM Support. a software error.
Severity: White User response: Not coded
Destination: Log, System Monitor Severity: Yellow
Destination: Log, System Monitor, Alertable
10012 Node manager message queue
removed
10100 System startup error
Explanation: The AIX message queue for node
Explanation: There has been an error while
manager was removed. The system will not
loading default values for host and ASI IDs, or
answer calls, node manager will terminate, and
the system cannot allocate the shared memory
other components will start to fail if they are still
segments SYSPARMS, RD, or UPSERVER.
running.
User response: See "WebSphere Voice Response
User response: Review the system error logs for
software does not start initializing" in the Problem
indications of possible problems. Call IBM
Determination book.
Support.
Severity: Red
Severity: Red
Destination: Log, System Monitor, Alertable
Destination: Log, System Monitor, Alertable

10101 Failed to execute initialization


10013 System parameters file corrupt
script
Explanation: The WebSphere Voice Response
Explanation: The script below failed during
system startup parameters are either invalid or
WebSphere Voice Response system initialization.
not found and the system will not initialize.
The system will not start.
User response: Restore the system parameters
User response: Check that the script
file from backup copies.
"$VAE/sw/bin/dirTalk_atStartup" exists, is
Severity: Yellow executable, and is appropriately owned. Check
the $OAM_LOG_PATH/errorlog and
Destination: Log, System Monitor
$OAM_LOG_PATH/DTstatus.out files for
additional errors.
10022 Abnormal termination detected in
Severity: Red
previous WebSphere Voice
Response execution Destination: Log, System Monitor, Alertable
Explanation: WebSphere Voice Response or AIX
may have failed. 10102 Failed to execute shutdown script
User response: Restart systems. Explanation: The script below failed during

212 Problem Determination


10500 • 10202

WebSphere Voice Response system shutdown.


10200 TLS can’t be used as VOIP
The shutdown will complete, but some cleanup
Transport
may not be completed, which could lead to
problems during subsequent startup attempts. Explanation: TLS has been selected as the VoIP
transport protocol, but use of secure SIP TLS has
User response: Check that the script
not been enabled. Secure SIP is not enabled.
"$VAE/sw/bin/dirTalk_atShutdown" exists, is
executable, and is appropriately owned. Check User response: From the VoIP Signalling
the $OAM_LOG_PATH/errorlog and configuration window, either enable use of
$OAM_LOG_PATH/DTstatus.out files for secure SIP (TLS) by setting Secure SIP Enabled
additional errors. to Yes, or set the Transport Protocol to UDP or
TCP.
Severity: White
Severity: Yellow
Destination: Log, System Monitor, Alertable
Destination: Log, System Monitor, Alertable
10500 Database and file system integrity
check failed 10201 Secure SIP Keystore database
does not exist or has incorrect
Explanation: When WebSphere Voice Response
permissions.
starts, it checks to ensure that the AIX file system
being used to store WebSphere Voice Response Explanation: The keystore database required for
AIX voice elements matches the DB2 database secure SIP support does not exist or has incorrect
being used to store data about those voice permissions. Secure SIP is not enabled.
elements. On a standalone system a checksum is
User response: Ensure that the
written to the file system and the DB2 database
/usr/lpp/dirTalk/db/sys_dir/voip/keyring.db
when "DTdatabase -r" is run following
keystore database has been created as
installation. On a single system image (SSI)
documented in “Create the keyring.db database”
cluster, this checksum is written when the
in the WebSphere Voice Response: Voice over IP
database and voice servers are configured.
using Session Initiation Protocol manual., and all its
User response: Check the following: * files haves read/write permission for the
"DTdatabase -r" has been run after installing a WebSphere Voice Response user, typically dtuser.
new release or build. * If working in an SSI
Severity: Yellow
environment, this client has mounted all
necessary remote file systems and is configured Destination: Log, System Monitor, Alertable
with the correct remote database. A typical
reason for failure is a failed NFS mount or
incorrect permissions. * All file systems can be 10202 Unable to access WVR server
read from and written to. If all the above are certificate in Keystore database.
correct and the check still fails, shut down all Explanation: WebSphere Voice Response has
client nodes using the same database and voice been unable to access the server certificate it
servers and run "/usr/lpp/dirTalk/tools/ requires in the keystore database. This may be
fsupdate" to create and write a new checksum to due to one of the following reasons:
the file system and database. Then run
v The database password has not been stashed.
"/usr/lpp/dirTalk/tools/fscheck" to ensure the
check works correctly. WebSphere Voice v The database password has been updated
Response can then be successfully started. since being stashed.
v The certificate has not been added to the
Severity: Red
keystore database. The error text provides an
Destination: Log, System Monitor, Alertable indication of error cause.

Appendix B. WebSphere Voice Response messages identified by number 213


10203

User response: Ensure that


the/usr/lpp/dirTalk/db/sys_dir/voip/
keyring.db keystore database has been created
with a stashed password. Ensure that any
password update is reflected in the stashed
password.
Severity: Yellow
Destination: Log, System Monitor, Alertable

10203 Failure Opening GSKit


Explanation: There has been a failure opening
GSKit. Secure SIP is not enabled.
User response: If you want to use TLS
connections and/or secure SIP, enable the flag
using the System Configuration Transport
Protocol parameter.
Severity: White
Destination: Log, System Monitor, Alertable

214 Problem Determination


11001 • 11004

STPD (State Table/Prompt Directory)

11001 No table entries available 11004 Routine called with invalid


request
Explanation: A request for a state table or
prompt directory is denied. The Number of Non Explanation: Invalid subfunction for this
Swap State Tables system parameter is not set component.
high enough for the applications environment.
User response: Call IBM Support.
User response: Set the Number of Non Swap
Severity: Yellow
State Tables system parameter so that when it is
added to the number of channels, the sum Destination: Log, System Monitor
exceeds the maximum number of state tables
expected to be active concurrently.
Severity: Yellow
Destination: Log, System Monitor

11002 Request list extended


Explanation: Either the initial table allocations
are too small, or some component is requesting
tables and not releasing them. The system may
run normally when this error occurs occasionally
such as in the first traffic load after starting
WebSphere Voice Response. When the error
continues to occur, the situation may gradually
deplete the buffer pool.
User response: If the problem persists, call IBM
Support.
Severity: White
Destination: Log, System Monitor

11003 Table received with bad CRC


Explanation: The state table failed a consistency
check when it was last edited. It was saved
without the consistency check using the State
Generator's SAVE function. This means the state
table is corrupted or was incorrectly edited with
a non-WebSphere Voice Response utility. The
system notifies CHP, plays a system error
message, and then hangs up.
User response: Not coded
Severity: Yellow
Destination: Log, System Monitor

Appendix B. WebSphere Voice Response messages identified by number 215


12001 • 12005

VAE (General WebSphere Voice Response)


and restarting AIX, call IBM Support.
12001 Task_init() failed
Severity: Yellow
Explanation: The system tried to restart a
component that was logged in the Process Profile Destination: Log, System Monitor
Table as currently running. Components generate
this error to log an initialization and termination.
12004 Pool_get() failed
User response: This error can be caused by
other error conditions in the system. Review the Explanation: This is a buffer pool problem
WebSphere Voice Response logs and try to caused by one of the following conditions: 1)
correct other problems first. If the problem There are not enough buffers in the buffer pool
persists after shutting down and restarting to handle current traffic load, 2) A system
WebSphere Voice Response, and shutting down component that receives 4KB buffers is not
and restarting AIX, call IBM Support. processing or releasing them fast enough to keep
up with the current traffic, or, 3) A system
Severity: Yellow component is not releasing 4KB buffers when it
is done with them. Many components allocate
Destination: Log, System Monitor
some of the 4KB buffers at system start-up. It is
normal for the buffer pool to be partially empty.
12002 Msgrcv() failed This condition causes the system to ignore
incoming calls and can terminate an existing
Explanation: This is an AIX system error. The
session.
message queue is too large to be retrieved. A
component cannot retrieve messages from its User response: This error can be caused by
queue, so it terminates. other error conditions in the system. Review the
WebSphere Voice Response error logs and try to
User response: This error can be caused by
correct other problems first. If the problem
other error conditions in the system. Review the
persists after shutting down and restarting
WebSphere Voice Response error logs and try to
WebSphere Voice Response, and shutting down
correct other problems first. If the problem
and restarting AIX, call IBM Support.
persists after shutting down and restarting
WebSphere Voice Response, and shutting down Severity: Yellow
and restarting AIX, call IBM Support.
Destination: Log, System Monitor
Severity: Yellow
Destination: Log, System Monitor 12005 Notify_appl() failed
Explanation: The target component might have
12003 Msgsnd() failed terminated because of other errors or the target
component is invalid. This causes some
Explanation: A component message queue has
WebSphere Voice Response resources to work
been removed, never existed, or the message
incorrectly.
itself is invalid. This causes a request to the
targeted component to be denied. User response: This error can be caused by
other error conditions in the system. Review the
User response: This error can be caused by
WebSphere Voice Response error logs and try to
other error conditions in the system. Review the
correct other problems first. If the problem
WebSphere Voice Response error logs and try to
persists after shutting down and restarting
correct other problems first. If the problem
WebSphere Voice Response, and shutting down
persists after shutting down and restarting
and restarting AIX, call IBM Support.
WebSphere Voice Response, and shutting down

216 Problem Determination


12006 • 12018

Severity: Yellow and try to correct other problems first. If the


problem persists after shutting down and
Destination: Log, System Monitor
restarting WebSphere Voice Response, and
shutting down and restarting AIX, call IBM
12006 Malloc() failed Support.

Explanation: No system memory is available for Severity: Yellow


allocation. This causes the affected components
Destination: Log, System Monitor
to function incorrectly.
User response: This error can be caused by
12009 Attachm() failed
other error conditions in the system. Review the
WebSphere Voice Response error logs and try to Explanation: The WebSphere Voice Response
correct other problems first. If the problem system is not running or a component will not
persists after shutting down and restarting run because it is being started with the wrong
WebSphere Voice Response, and shutting down user name.
and restarting AIX, call IBM Support.
User response: Start the WebSphere Voice
Severity: Yellow Response system correctly. This error can be
caused by other error conditions in the system.
Destination: Log, System Monitor
Review the WebSphere Voice Response error logs
and try to correct other problems first. If the
12007 Attachs() failed problem persists after shutting down and
restarting WebSphere Voice Response, and
Explanation: The WebSphere Voice Response shutting down and restarting AIX, call IBM
system is not running or a component will not Support.
run because it is being started with the wrong
user name. Severity: Yellow

User response: Start the WebSphere Voice Destination: Log, System Monitor
Response system correctly. This error can be
caused by other error conditions in the system.
12010 Invalid message type
Review the WebSphere Voice Response error logs
and try to correct other problems first. If the Explanation: A component received a message
problem persists after shutting down and with an unexpected type. The system ignores
restarting WebSphere Voice Response, and invalid messages.
shutting down and restarting AIX, call IBM
User response: This error can be caused by
Support.
other error conditions in the system. Review the
Severity: Yellow WebSphere Voice Response error logs and try to
correct other problems first. If the problem
Destination: Log, System Monitor
persists after shutting down and restarting
WebSphere Voice Response, and shutting down
12008 Attachq() failed and restarting AIX, call IBM Support.

Explanation: The WebSphere Voice Response Severity: Yellow


system is not running or a component will not
Destination: Log, System Monitor
run because it is being started with the wrong
user name.
12018 Applid for initialized task already
User response: Start the WebSphere Voice
in use
Response system correctly. This error can be
caused by other error conditions in the system. Explanation: A component is using the wrong
Review the WebSphere Voice Response error logs application identification (APPL_ID) when it

Appendix B. WebSphere Voice Response messages identified by number 217


12020 • 12100

initializes or the system is starting a failed Destination: Log, System Monitor


component. There might be no symptoms on the
system, or a component may seem to be not
12031 Calculate unique key for AIX ID
working, but shows active using the AIX ps
failed
command.
Explanation: Unable to generate unique key for
User response: This error can be caused by
path of sys_dir and user ID.
other error conditions in the system. Review the
WebSphere Voice Response error logs and try to User response: This error can be caused by
correct other problems first. If the problem other error conditions in the system. Review the
persists after shutting down and restarting WebSphere Voice Response error logs and try to
WebSphere Voice Response, and shutting down correct other problems first. If the problem
and restarting AIX, call IBM Support. persists after shutting down and restarting
WebSphere Voice Response, and shutting down
Severity: White
and restarting AIX, call IBM Support.
Destination: Log, System Monitor
Severity: White
Destination: Log
12020 Signal setup failed
Explanation: This is an AIX or WebSphere Voice
12032 Environment variable is invalid
Response error. The system shuts down with a
SIGINT signal (kill -2 (Process Id)). The system Explanation: Value for SYS_DIR is incorrect.
should continue to run normally. This error
affects only WebSphere Voice Response User response: This error can be caused by
shutdown. other error conditions in the system. Review the
WebSphere Voice Response error logs and try to
User response: This error can be caused by correct other problems first. If the problem
other error conditions in the system. Review the persists after shutting down and restarting
WebSphere Voice Response error logs and try to WebSphere Voice Response, and shutting down
correct other problems first. If the problem and restarting AIX, call IBM Support.
persists after shutting down and restarting
WebSphere Voice Response, and shutting down Severity: White
and restarting AIX, call IBM Support. Destination: Log
Severity: Yellow
Destination: Log, System Monitor 12100 Caller not allowed to call function
Explanation: OAM can request a dead channel
12021 Error enroll failed process to be restarted. If a task other than OAM
or NODEM requests this action, this error is
Explanation: Bad parameters in call to generated.
error_enroll.
User response: This error can be caused by
User response: This error can be caused by other error conditions in the system. Review the
other error conditions in the system. Review the WebSphere Voice Response error logs and try to
WebSphere Voice Response error logs and try to correct other problems first. If the problem
correct other problems first. If the problem persists after shutting down and restarting
persists after shutting down and restarting WebSphere Voice Response, and shutting down
WebSphere Voice Response, and shutting down and restarting AIX, call IBM Support.
and restarting AIX, call IBM Support.
Severity: White
Severity: Yellow
Destination: Log

218 Problem Determination


12101 • 12203

Explanation: Attempt to send message with


12101 Appl_id is not a channel process
Notify_appl() with an appl_id out of range of
Explanation: The requested restart_chp valid appl_ids.
application ID is not a channel process.
User response: This error can be caused by
User response: This error can be caused by other error conditions in the system. Review the
other error conditions in the system. Review the WebSphere Voice Response error logs and try to
WebSphere Voice Response error logs and try to correct other problems first. If the problem
correct other problems first. If the problem persists after shutting down and restarting
persists after shutting down and restarting WebSphere Voice Response, and shutting down
WebSphere Voice Response, and shutting down and restarting AIX, call IBM Support.
and restarting AIX, call IBM Support.
Severity: White
Severity: White
Destination: Log
Destination: Log
12201 Invalid IPC_TYPE / IPC_ID
12102 No channel process available to
Explanation: Invalid ipc_id used in
perform task
Notify_appl().
Explanation: The restart_chp could not find an
User response: This error can be caused by
idle channel process to close.
other error conditions in the system. Review the
User response: This error can be caused by WebSphere Voice Response error logs and try to
other error conditions in the system. Review the correct other problems first. If the problem
WebSphere Voice Response error logs and try to persists after shutting down and restarting
correct other problems first. If the problem WebSphere Voice Response, and shutting down
persists after shutting down and restarting and restarting AIX, call IBM Support.
WebSphere Voice Response, and shutting down
Severity: White
and restarting AIX, call IBM Support.
Destination: Log
Severity: White
Destination: Log
12202 Message pointer is null. Cannot
send message.
12103 Attempt to restart channel process
Explanation: Message pointer in Notify_appl()
failed
is null or invalid.
Explanation: Program error in restart_chp().
User response: This error can be caused by
User response: This error can be caused by other error conditions in the system. Review the
other error conditions in the system. Review the WebSphere Voice Response error logs and try to
WebSphere Voice Response error logs and try to correct other problems first. If the problem
correct other problems first. If the problem persists after shutting down and restarting
persists after shutting down and restarting WebSphere Voice Response, and shutting down
WebSphere Voice Response, and shutting down and restarting AIX, call IBM Support.
and restarting AIX, call IBM Support.
Severity: Yellow
Severity: White
Destination: Log
Destination: Log, System Monitor
12203 Cannot send message
12200 Invalid target appl_id

Appendix B. WebSphere Voice Response messages identified by number 219


12250 • 12254

Explanation: Cannot send message within


12252 DPRB circular buffer overflowed
Notify_appl().
Explanation: During a host session, the process
User response: This error can be caused by
requesting host session action from channel
other error conditions in the system. Review the
process is sending request DPRBs faster than
WebSphere Voice Response error logs and try to
channel process can process and the buffer space
correct other problems first. If the problem
for host session is filled up.
persists after shutting down and restarting
WebSphere Voice Response, and shutting down User response: This error can be caused by
and restarting AIX, call IBM Support. other error conditions in the system. Review the
WebSphere Voice Response error logs and try to
Severity: White
correct other problems first. If the problem
Destination: Log persists after shutting down and restarting
WebSphere Voice Response, and shutting down
and restarting AIX, call IBM Support.
12250 Target appl_id not channel
process Severity: Yellow

Explanation: Appl_id is out of range in call to Destination: Log


post_chp_event. This error is logged when a
process tries to post an event to any channel
12253 Invalid event type
process, but application ID specified by process
posting the event is incorrect. Explanation: An event was generated by the
device driver for channel process that is
User response: This error can be caused by
unauthorized by channel process.
other error conditions in the system. Review the
WebSphere Voice Response error logs and try to User response: This error can be caused by
correct other problems first. If the problem other error conditions in the system. Review the
persists after shutting down and restarting WebSphere Voice Response error logs and try to
WebSphere Voice Response, and shutting down correct other problems first. If the problem
and restarting AIX, call IBM Support. persists after shutting down and restarting
WebSphere Voice Response, and shutting down
Severity: Yellow
and restarting AIX, call IBM Support.
Destination: Log, System Monitor
Severity: Yellow
Destination: Log
12251 PCB pointer in PPT invalid
Explanation: Invalid pointer in Process Profile
12254 Caller not allowed to generate this
Table (PPT) deleted when Post_chp_event()
event
invoked.
Explanation: An event that is generally handled
User response: This error can be caused by
by NODEM/OAM was sent to CHP.
other error conditions in the system. Review the
WebSphere Voice Response error logs and try to User response: This error can be caused by
correct other problems first. If the problem other error conditions in the system. Review the
persists after shutting down and restarting WebSphere Voice Response error logs and try to
WebSphere Voice Response, and shutting down correct other problems first. If the problem
and restarting AIX, call IBM Support. persists after shutting down and restarting
WebSphere Voice Response, and shutting down
Severity: White
and restarting AIX, call IBM Support.
Destination: Log
Severity: White

220 Problem Determination


12255 • 12401

Destination: Log, System Monitor


12305 Core file created
Explanation: A WebSphere Voice Response
12255 Semaphore notify call failed
process has generated a core file. A core file is
Explanation: Semaphore operation failed while generated when a WebSphere Voice Response
passing buffers to the channel process. Buffers process encounters an unrecoverable error.
are returned to sender.
User response: Use a debugging tool, such as
User response: This error can be caused by dbx, to determine the nature of the error. Check
other error conditions in the system. Review the the WebSphere Voice Response error log for
WebSphere Voice Response error logs and try to additional information. You might need to
correct other problems first. If the problem shutdown and restart WebSphere Voice Response
persists after shutting down and restarting if the the system stops working. If the problem
WebSphere Voice Response, and shutting down persists, call IBM Support
and restarting AIX, call IBM Support.
Severity: Yellow
Severity: White
Destination: Log, System Monitor
Destination: Log
12401 Truncated voice file detected
12256 Semaphore operation failed
Explanation: A WebSphere Voice Response
Explanation: General semaphore failure. process was not able to read a significant number
of bytes expected from a voice file. The number
User response: This error can be caused by of voice bytes in the file is significantly less than
other error conditions in the system. Review the the expected total voice length indicated in the
WebSphere Voice Response error logs and try to header of the voice file. This error is raised when
correct other problems first. If the problem more than a threshold number of milliseconds
persists after shutting down and restarting (indicated below) of voice is lost.
WebSphere Voice Response, and shutting down
and restarting AIX, call IBM Support. User response: If the file was truncated, as it
may have been if copied over a network, try to
Severity: White recover the original file and start over. If the
Destination: Log original file cannot be recovered or was
originally too short, you will need to record
another voice file. If the problem persists, call
12304 Buffer already has registered IBM Support.
owner
Severity: Yellow
Explanation: Failure in pool_get() when it tried
to get an already owned buffer. Destination: Log, System Monitor

User response: This error can be caused by


other error conditions in the system. Review the
WebSphere Voice Response error logs and try to
correct other problems first. If the problem
persists after shutting down and restarting
WebSphere Voice Response, and shutting down
and restarting AIX, call IBM Support.
Severity: White
Destination: Log

Appendix B. WebSphere Voice Response messages identified by number 221


13001 • 13006

LUM (License Use Management)


Destination: Log, System Monitor
13001 License Request Server
initialization failure
13004 LRS failed to get storage from
Explanation: On starting the internal License
buffer pool.
Request Server the Task_init call failed. License
requesting will not function properly. Explanation: The license request server attempt
to acquire a 4K buffer failed. License requesting
User response: Review the hardware and
will not function properly.
software install operation as described in the
Installation book to ensure that both hardware User response: Review the hardware and
and software are installed correctly. If the software install operation as described in the
problem persists, call IBM Support. Installation book to ensure that both hardware
and software are installed correctly. If the
Severity: Yellow
problem persists, call IBM Support.
Destination: Log, System Monitor
Severity: Yellow
Destination: Log, System Monitor
13002 LRS attempt to attach queue
failure
13005 LRS attempt to initialise the
Explanation: The license request server could
License Use Manager failed.
not attach to shared memory queue. License
requesting will not function properly. Explanation: The license request server failed
initialising connection to the License Use
User response: Review the hardware and
Manager. License requesting will not function
software install operation as described in the
properly.
Installation book to ensure that both hardware
and software are installed correctly. If the User response: Review the hardware and
problem persists, call IBM Support. software install operation as described in the
Installation book to ensure that both hardware
Severity: Yellow
and software are installed correctly. Check that
Destination: Log, System Monitor License Use Management is correctly installed
and started. If the problem persists, call IBM
Support.
13003 LRS attempt to clean up requested
licenses failure. Severity: Yellow
Explanation: The license request server failed Destination: Log, System Monitor
attempting a clean up the list of requested
licenses during recovery. License requesting may
13006 LRS attempt to receive a message
not function properly, and counts of requested
from its queue failed
licenses may be too high.
Explanation: The license request server failed
User response: Review the hardware and
trying to extracta message from an internal
software install operation as described in the
queue. License requesting will not function
Installation book to ensure that both hardware
properly.
and software are installed correctly. Check that
License Use Management is correctly installed User response: This is an internal error. If the
and started. If the problem persists, call IBM problem persists, call IBM Support.
Support.
Severity: Yellow
Severity: Yellow

222 Problem Determination


13007 • 13013

Destination: Log, System Monitor User response: Check the reason for the failure
using License Use Management documentation.
Check that License Use Management is correctly
13007 LRS received bad message format
installed and running. If the problem persists,
on its message queue
call IBM Support.
Explanation: The license request server did not
Severity: Yellow
recognise type of message on its internal
message queue. Destination: Log, System Monitor
User response: This is an internal WebSphere
Voice Response error. If the problem persists, call 13011 Request to keep a requested
IBM Support. license has failed.
Severity: Yellow Explanation: A request to hold on to a license
from the License Use Manager has failed. License
Destination: Log, System Monitor
requesting will not function properly.
User response: Check the reason for the failure
13008 License request has failed because
using License Use Management documentation.
of hard-stop
Check that License Use Management is correctly
Explanation: The requested license has not been installed and running. If the problem persists,
supplied because hard-stop was specified during call IBM Support.
license registration.WebSphere Voice Response
Severity: Yellow
will continue to operate normally.
Destination: Log, System Monitor
User response: Review the license creation with
the system administrator and either request more
licenses or specify soft-stop. 13012 The process that requested a
license has failed
Severity: Red
Explanation: The license request server is
Destination: Log, System Monitor
holding on to a license for a WebSphere Voice
Response process that has terminated. The
13009 Request for license has failed. license will be automatically released.

Explanation: A request for license from the User response: No action is needed but if the
License Use Manager has failed. License problem persists, call IBM Support.
requesting may not function properly.
Severity: White
User response: Check the reason for the failure
Destination: Log, System Monitor
using License Use Management documentation.
Check that License Use Management is correctly
installed and running. If the problem persists, 13013 Invalid license type
call IBM Support.
Explanation: The license request server has
Severity: Yellow been sent a message to request or release a
license it does not recognise.
Destination: Log, System Monitor
User response: This is an internal error. Call
IBM Support.
13010 Release of license has failed.
Severity: White
Explanation: A request to release license from
the License Use Manager has failed. License Destination: Log, System Monitor
requesting may not function properly.

Appendix B. WebSphere Voice Response messages identified by number 223


13014 • 13021

13014 License request has failed because 13017 License request has failed because
the license is unauthorized the license is not installed and
distributed.
Explanation: The requested license has not been
supplied because it's use was specified as Explanation: The requested license has not been
unauthorized during license supplied because it has not been installed or has
registration.WebSphere Voice Response will been installed and not distributed.WebSphere
continue to operate normally. Voice Response will continue to operate
normally.
User response: Check why the license has been
requested when not authorized. Review the User response: Install and distribute the license
license creation with the system administrator. using the Basic License Tool of License Use
Management.
Severity: Red
Severity: Yellow
Destination: Log, System Monitor
Destination: Log, System Monitor
13015 License Use Management
communication error. 13020 LRS client attempt to attach queue
failure
Explanation: Attempt to communicate with the
License Use Management server has failed. This Explanation: The license request client could
may be because of a server or network not attach to shared memory queue. License
failure.WebSphere Voice Response will continue requesting will not function properly.
to operate normally.
User response: Review the hardware and
User response: Check that License Use software install operation as described in the
Management has been started and/or the Installation book to ensure that both hardware
network connections between this node and the and software are installed correctly. If the
license server are operating normally. problem persists, call IBM Support.
Severity: Yellow Severity: Yellow
Destination: Log, System Monitor Destination: Log, System Monitor

13016 License Use Management server is 13021 LRS client failed sending a
not communicating. message to its queue
Explanation: Attempt to communicate with the Explanation: The license request server failed
License Use Management server has failed. This trying to send a message to an internal queue.
may be because of a server or network failure or License requesting will not function properly.
because the server has been stopped.WebSphere
User response: This is an internal error. If the
Voice Response will continue to operate
problem persists, call IBM Support.
normally.
Severity: Yellow
User response: Check that License Use
Management has been started and/or the Destination: Log, System Monitor
network connections between this node and the
license server are operating normally. Restart the
LUM server if necessary.
Severity: Yellow
Destination: Log, System Monitor

224 Problem Determination


14003 • 14015

SMSI (Simplified Message Service Interface)


Explanation: Cannot open SMSI port. This error
14003 SMSI error writing to tty port
may also occur if you have the SMSI process
Explanation: Could not write to SMSI port. setup in "run in tasklist.data", but do not have it
configured.
User response: Ensure that system parameter
and smit tty configuration match actual line User response: Check smit tty configuration,
characteristics, such as baud and parity. and check that the tty port is in an available
state. If you do not require SMSI support, delete
Severity: Yellow
the following line from tasklist.data: A 20 SMSI
Destination: Log, System Monitor
Severity: Red
Destination: Log, System Monitor, Alertable
14004 SMSI error reading tty port
Explanation: Encountered error while reading
14008 SMSI error writing termio
SMSI port.
configuration
User response: Ensure that system parameter
Explanation: Cannot update SMSI tty termio
tty and smit tty configuration match line
data.
characteristics.
User response: Set baud, parity or stop bits
Severity: Yellow
using smit and call IBM Support.
Destination: Log, System Monitor
Severity: Yellow
Destination: Log, System Monitor
14005 SMSI: invalid message received
Explanation: Unexpected message received on
14011 SMSI error: data line down
SMSI queue.
Explanation: SMSI tty connection down.
User response: Check that both the `switch
type' and `signalling process type' parameters are User response: Check tty cable connection to
set up for your switch. Call IBM Support. the pSeries modem and switch. Have switch
operator check connections.
Severity: Yellow
Severity: White
Destination: Log, System Monitor
Destination: Log, System Monitor
14006 SMSI error retrieving sysparm
data 14012 SMSI: data line up
Explanation: Cannot access SMSI system Explanation: SMSI tty connection now working.
parameter data.
User response: None.
User response: Check that the parameters are
Severity: Green
set up. Call IBM Support.
Destination: Log, System Monitor
Severity: Red
Destination: Log, System Monitor, Alertable
14015 SMSI: invalid line ID received
Explanation: SMSI line ID not valid.
14007 SMSI error opening tty device
User response: Verify line IDs in channel

Appendix B. WebSphere Voice Response messages identified by number 225


14016 • 14028

system parameters with those sent by switch. User response: Check the serial line and
The Message Line Identifier field in the channel adapter. If the problem persists, call IBM
parameters needs to include both the line group Support.
(3 digits) and the line number (4 digits), when
Severity: Yellow
configured for SMSI.
Destination: Log, System Monitor, Alertable
Severity: Yellow
Destination: Log, System Monitor
14025 SMSI: error sending hang-up
request to siglib
14016 SMSI: invalid calling number
Explanation: Signalling library reported an error
received
when SMSI tried to issue a hang-up command
Explanation: Non-alphanumeric data received for the associated channel. This error affects only
from calling number. Ericsson far-end-hup detection.
User response: Verify tty line quality, system User response: If the error persists, call IBM
parameters and smit tty SMSI configuration. Support.
Severity: Yellow Severity: Yellow
Destination: Log, System Monitor Destination: Log, System Monitor

14017 SMSI: invalid called number 14026 SMSI: could not connect to siglib
received
Explanation: SMSI could not connect to the
Explanation: Non-alphanumeric data received signalling library. It therefore cannot perform any
for called number. functions. The error code is logged.
User response: Verify tty line quality, system User response: Call IBM Support.
parameters and smit tty SMSI configuration.
Severity: Red
Severity: Yellow
Destination: Log, System Monitor, Alertable
Destination: Log, System Monitor
14027 SMSI: MWI database error
14023 SMSI: signalling library call
Explanation: The SMSI call history database is
failed
having problems. The attempted function and
Explanation: A signalling library call failed. The error is logged. This affects only Ericsson MWI
attempted function and error code are logged. block update features. Other SMSI functions
should not be affected.
User response: Call IBM Support.
User response: Restart WebSphere Voice
Severity: Red
Response. If the problem persists, call IBM
Destination: Log, System Monitor, Alertable Support.
Severity: Red
14024 SMSI: MWI NAK retry failure
Destination: Log, System Monitor, Alertable
Explanation: The switch sent an MWI NAK
request with an extension number that SMSI
14028 SMSI warning: switch type set to
does not recognize. Possible problems are: -
none
Severe system performance problems. - Serial
line errors. Explanation: For SMSI to start, the EDL switch

226 Problem Determination


14029 • 14031

type must be set correctly. padding is enabled, the stripping character, the
actual called number received before any of the
User response: Set the EDL Switch Type
padding characters are stripped, and the
parameter in the Message Information
complete EDL message.
parameters group to AT&T (using the System
Configuration option on the Configuration User response: Check that the numbers sent by
menu). You also need to set the Signalling the switch are consistent with the configuration
Process Type parameter for the Channel Group parameters for Called Number. If the
to SMSI/SMDI/VMS. configuration appears to be correct, call IBM
Support and give them: - Details of your
Severity: Green
configuration for the Exchange Data Link. - A
Destination: Log, System Monitor, Alertable copy of the error log showing one or more
examples of this error condition. - A system trace
covering a complete call that generated this error.
14029 SMSI: invalid calling number - If you are using the padding facility for
length numbers, give brief details of the numbering
Explanation: The length of a received calling system you are using for your telephony setup
number is invalid. It does not equal the Calling (minimum length number, maximum length
Number Length parameter. The error parameters number, and the padding character if numbers
indicate the expected number length, whether are padded to a constant length).
padding is enabled, the stripping character, the Severity: Yellow
actual calling number received before any of the
padding characters are stripped, and the Destination: Log, System Monitor
complete EDL message.
User response: Check that the numbers sent by 14031 SMSI: invalid MWI number
the switch are consistent with the configuration length
parameters for Calling Number. If the
Explanation: The length of the MWI number
configuration appears to be correct, call IBM
received from the signalling library did not equal
Support and give them: - Details of your
the MWI Number Length parameter. It is invalid.
configuration for the Exchange Data Link. - A
The error parameters indicate the expected
copy of the error log showing one or more
number length, whether padding is enabled, the
examples of this error condition. - A system trace
padding character, and the actual MWI number
covering a complete call that generated this error.
received before any of the padding characters are
- If you are using the padding facility for
added.
numbers, give brief details of the numbering
system you are using for your telephony setup User response: Check that the numbers sent by
(minimum length number, maximum length the switch are consistent with the configuration
number, and the padding character if numbers configuration parameters for Calling Number. If
are padded to a constant length). the configuration appears to be correct, call IBM
Support and give them: - Details of your
Severity: Yellow
configuration for the Exchange Data Link. - A
Destination: Log, System Monitor copy of the error log showing one or more
examples of this error condition. - A system trace
covering a complete MWI request that generated
14030 SMSI: invalid called number this error. You can generate MWI requests either
length from a State Table application that stores a voice
Explanation: The length of a received called message, or from a custom server that sends a
number is invalid. It does not equal the Called request to the Signalling Library. - If you are
Number Length parameter. The error parameters using the padding facility for numbers, give brief
indicate the expected number length, whether details of the numbering system you are using

Appendix B. WebSphere Voice Response messages identified by number 227


14032

for your telephony setup (minimum length


number, maximum length number, and the
padding character if numbers are padded to a
constant length).
Severity: Yellow
Destination: Log, System Monitor

14032 SMSI: invalid number


configuration
Explanation: There is an error in the
configuration of the number lengths. This error
occurs if one or more of the number stripping
parameters is set to Yes. The Calling Number
Length parameter must be greater than or equal
to the Calling Number Length (minimum)
parameter, and the Called Number Length
parameter must be greater than or equal to the
Called Number Length (minimum) parameter.
The error parameters indicate which number
type is causing the error. This is either Calling
Number or Called Number, or both.
User response: Check that the configuration for
the Calling Number and Called Number is
correct. If the configuration appears to be correct,
call IBM Support and give them: - Details of
your configuration for the Exchange Data Link. -
A copy of the error log showing one or more
examples of this error condition. - If you are
using the padding facility for numbers, give brief
details of the numbering system you are using
for your telephony setup (minimum length
number, maximum length number, and the
padding character if numbers are padded to a
constant length).
Severity: Yellow
Destination: Log, System Monitor

228 Problem Determination


15001 • 15008

CACHE (Cache Manager)


management; the cache manager terminates
15001 Initial malloc failed
abnormally.
Explanation: There is no system memory to
User response: If possible, increase the number
allocate; the cache manager will not initialize.
of buffers in the buffer pool. If not, call IBM
User response: This should not occur. Call IBM Support.
Support.
Severity: White
Severity: White
Destination: Log, System Monitor
Destination: Log, System Monitor
15006 Could not get 4KB buffer
15002 Initial malloc failed
Explanation: The system cannot access a buffer
Explanation: There is no system memory to from the buffer pool for internal table
allocate; the cache manager will not initialize. management; the cache manager terminates
abnormally.
User response: This should not occur. Call IBM
Support. User response: If possible, increase the number
of buffers in the buffer pool. If not, call IBM
Severity: White
Support.
Destination: Log, System Monitor
Severity: White
Destination: Log, System Monitor
15003 Additional malloc failed
Explanation: The system cannot expand the
15007 Prompt segment descriptor not
internal table to handle all the requests; the cache
found
manager terminates abnormally.
Explanation: The system could not find an
User response: This should not occur. Call IBM
internal pointer, possibly because memory is
Support.
corrupted.
Severity: White
User response: Monitor system behavior. If it is
Destination: Log, System Monitor not running correctly, shut down the system and
restart it. Call IBM Support.

15004 Additional malloc failed Severity: White

Explanation: The system cannot expand the Destination: Log, System Monitor
internal table to handle all the requests; the cache
manager terminates abnormally.
15008 No 4KB block reference in DPRB
User response: Call IBM Support.
Explanation: The cache manager received a
Severity: White message with missing information. Requests for
voice segments can time out.
Destination: Log, System Monitor
User response: Verify that the message is not
mistakenly being sent by a custom server to the
15005 Could not get 4KB buffer cache manager. Call IBM Support.
Explanation: The system cannot access a buffer Severity: White
from the buffer pool for internal table

Appendix B. WebSphere Voice Response messages identified by number 229


15010 • 15013

Destination: Log, System Monitor

15010 Voice descriptor not found


Explanation: The system could not find an
internal pointer, possibly because of memory
corruption. The system may run without
problems, or a buffer pool may be slowly
depleted.
User response: If the system is not running
correctly, shut it down and restart it. Call IBM
Support.
Severity: White
Destination: Log, System Monitor

15013 Cachem released segment before


minimum time
Explanation: An error occurred in the cache's
hash table. The hash table is disabled.
User response: Check that the system still plays
prompts successfully. Check the error description
for any other suggested actions. To re-enable the
hash table, recycle WebSphere Voice Response. If
the problem persists, call IBM Support.
Severity: Yellow
Destination: Log, System Monitor

230 Problem Determination


16004 • 16005

DBIM (Internal Database Manager)

16004 System parameter DBIM Time


Out undefined
Explanation: The internal database manager
could not read the system parameter DBIM Time
Out during initialization. It has assigned a
default value of 20 seconds. This may indicate a
problem with the system parameter database.
User response: If the application name is DBIM,
increase the value of the DBIM Time Out system
parameter by clicking Configuration...System
Configuration... from the Welcome window. If
this cannot be displayed, or you get errors, call
IBM Support. If this error message is displayed
when you restart WebSphere Voice Response, call
IBM Support.
Severity: Yellow
Destination: Log, System Monitor

16005 Server responded after timeout


interval
Explanation: A server request completed after
the timeout interval specified by the application
had elapsed. This can occur with a 3270 server or
custom server which for some reason is not
returning data within the time specified by the
Timeout parameter of a ReceiveData state table
action. The amount of time elapsed since the
actual timeout is shown below.
User response: If this occurs frequently, check
the 3270 host network connections to ensure that
they are available and that the response time is
reasonable. If you are using custom servers,
ensure that they are running and operating
correctly. You may need to increase the timeout
values to match the typical response time of the
host system or custom server. If a state table
action receives a timeout edge, it is the
responsibility of the application to handle it in a
sensible manner.
Severity: White
Destination: Log, System Monitor

Appendix B. WebSphere Voice Response messages identified by number 231


17001 • 17004

VPACK, SPACK and XPACK


Destination: Log, System Monitor, Alertable
17001 I/O memory exception
Explanation: The device driver tried to process
17003 Channel error on pack
an interrupt from a pack and encountered an
addressing exception within the interrupt Explanation: The microcode on the pack
handler. This could indicate faulty memory on indicates that one or more of its channels has
the pSeries computer or pack, but usually encountered an error. WebSphere Voice Response
indicates a defective or corrupt device driver. logs the error, which may indicate a faulty pack
WebSphere Voice Response disables the pack or a problem with the microcode.
where the interrupt error was found. This pack
raises an alarm relay and will not be reenabled User response: Dial the channel or pack and
automatically by WebSphere Voice Response reenable it; this may clear the error. Check the
even after a delay. telecommunications cables and connections to
the network. Check that all cable connectors are
User response: Try swapping adapters around firmly seated. Run the diagnostics described in
in your system unit to see if the problem is the Problem Determination book. If the problem
related to the slot where the adapter is located or persists, call IBM Support.
to the adapter itself. Run diagnostics on the pack,
adapter, and pSeries system memory. If the Severity: Red
problem still persists, call IBM Support with Destination: Log, System Monitor, Alertable
details and results of all the tests you have tried.
Severity: Red 17004 E1 or ethernet signal loss
Destination: Log, System Monitor, Alertable qualified alarm
Explanation: A signal loss (SL) occurs when
17002 Telephony hardware not WebSphere Voice Response is not receiving an E1
interrupting digital signal. WebSphere Voice Response sends
the Remote Alarm Indication (RAI) signal to the
Explanation: The device driver monitors every far end. If the terminating equipment (PABX,
pack to ensure that they interrupt the pSeries channel bank, and so on) shows RAI, the
system unit at regular intervals. The device transmission path from WebSphere Voice
driver has detected a pack that has not Response to the terminating equipment, the
interrupted the system unit for longer than is transmit side of WebSphere Voice Response, and
allowed. This could indicate a problem with the the receive side of the terminating equipment are
digital trunk adapter. WebSphere Voice Response probably functioning correctly.
disables the suspect pack and raises the alarm
relay on other packs to notify the administrator User response: For a Digital Trunk Adapter:
of the problem. After a short delay WebSphere Check the telecommunication cables and
Voice Response tries to reenable the pack. connections to the network. Check that all cable
connectors are firmly seated. Run the diagnostics
User response: Try swapping adapters around described in the Problem Determination book. If
in your system unit to see if the problem is the cable and WebSphere Voice Response are OK,
related to the slot where the adapter is located or the problem is with the terminating equipment
the adapter itself. Run diagnostics on the adapter or the transmission path beyond the WebSphere
and pSeries system memory. If the problem Voice Response telecommunication line cable.
persists, call IBM Support with details and Call IBM Support with the details and results of
results of all the tests you have tried. all the tests you have tried. If this error occurs
when WebSphere Voice Response is first
Severity: Red
connected to the terminating equipment, check

232 Problem Determination


17005 • 17007

that the transmit port on WebSphere Voice Destination: Log, System Monitor, Alertable
Response is connected to the receive port on the
terminating equipment, and that the transmit
17006 E1 frame alignment loss qualified
port on the terminating equipment is connected
alarm
to the receive port on WebSphere Voice
Response. For DTEA: Check that the ethernet Explanation: WebSphere Voice Response has
cables are properly connected to the DTEA received the frame alignment signal (FAS) in
adapter and to your other ethernet equipment error three times consecutively, and has sent the
(eg hub or switch). Check that your other Remote Alarm Indication (RAI) signal to the far
ethernet equipment are functioning correctly. If end. This condition can be caused by loss of E1
the cable and WebSphere Voice Response are digital signal, receiving 2MB AIS, or some other
functioning correctly then the problem is with fault condition such as defective transmission
the network itself. Call IBM Support with the path or hardware failure. Error 17004 (E1 signal
details and results of all the tests you have tried. loss qualified alarm) is reported instead of 17006
if frame alignment loss (FAL) is caused by signal
Severity: Red
loss; error 17005 (E1 2MB alarms indicator signal
Destination: Log, System Monitor, Alertable qualified alarm) is reported if FAL is caused by
receiving a 2MB AIS. If the terminating
equipment (PABX, channel bank, and so on)
17005 E1 2MB alarm indicator signal
shows RAI, the transmission path from
qualified alarm
WebSphere Voice Response to the terminating
Explanation: The 2MB Alarm Indication Signal equipment, the transmit side of WebSphere Voice
(AIS) is a continuous stream of binary 1s Response, and the receive side of the terminating
transmitted in all timeslots of the E1 digital equipment are probably functioning correctly.
signal. When this error occurs, WebSphere Voice
User response: Check the telecommunication
Response sends the Remote Alarm Indication
cables and connections to the network. Check
(RAI) signal to the far end. If the terminating
that all cable connectors are firmly seated. Run
equipment (PABX, channel bank, and so on)
the diagnostics described in the Problem
shows RAI, the transmission path from
Determination book. If the cable and WebSphere
WebSphere Voice Response to the terminating
Voice Response are OK, the problem is with the
equipment, the transmit side of WebSphere Voice
terminating equipment or the transmission path
Response, and the receive side of the terminating
beyond the WebSphere Voice Response
equipment are probably functioning correctly.
telecommunication line cable. Run appropriate
(See explanation for 17007).
diagnostics on the terminating equipment. If the
User response: Check the telecommunication problem persists, call IBM Support with the
cables and connections to the network. Check details and results of all the tests you have tried.
that all cable connectors are firmly seated. Run
Severity: Red
the diagnostics described in the Problem
Determination book. If the cable and WebSphere Destination: Log, System Monitor, Alertable
Voice Response are OK, the problem is with the
terminating equipment or the transmission path
17007 E1 remote alarm indicator
beyond the WebSphere Voice Response
qualified alarm
telecommunication line cable. Run appropriate
diagnostics on the terminating equipment to see Explanation: WebSphere Voice Response has
why it is generating a 2MB AIS. If the problem received the remote alarm indication signal (RAI)
persists, call IBM Support with the details and from the terminating equipment. The RAI is sent
results of all the tests you have tried. by the far end when it is not receiving the E1
digital signal, cannot maintain frame alignment,
Severity: Red
or is receiving the frame alignment signal (FAS)

Appendix B. WebSphere Voice Response messages identified by number 233


17008 • 17010

with an error rate greater than 1 in 10,000. If problem persists, call IBM Support with the
WebSphere Voice Response shows RAI, the details and results of all the tests you have tried.
transmission path from the terminating
Severity: Red
equipment to WebSphere Voice Response, the
transmit side of the terminating equipment, and Destination: Log, System Monitor, Alertable
the receive side of WebSphere Voice Response are
probably functioning correctly. If WebSphere
Voice Response has a flashing RAI LED, the 17009 E1 64KB alarm indicator signal
remote end has lost multiframe synchronization. qualified alarm

User response: Check the telecommunications Explanation: The 64KB Alarm Indication Signal
cables and connections to the network. Check (64KB AIS) is a continuous stream of binary 1s
that all cable connectors are firmly seated. Run transmitted only in timeslot 16 in all frames,
the diagnostics described in the Problem including frame 0 (the frame with the multiframe
Determination book. If the cable and WebSphere alignment signal or MAS). 64KB AIS results in
Voice Response are OK, the problem is with the the loss of multiframe alignment. When it
terminating equipment or the transmission path receives 64KB AIS, WebSphere Voice Response
beyond the WebSphere Voice Response sends a loss of multiframe alignment alarm
telecommunication line cable. Run appropriate (RMFAI) to the far end. If the terminating
diagnostics on the terminating equipment to see equipment (PABX, channel bank, and so on)
why it is generating the RAI. If the problem shows RMFAI, the transmission path from
persists, call IBM Support with the details and WebSphere Voice Response to the terminating
results of all the tests you have tried. equipment, the transmit side of WebSphere Voice
Response, and the receive side of the terminating
Severity: Red equipment are probably functioning correctly.
Destination: Log, System Monitor, Alertable User response: Check the telecommunication
cables and connections to the network. Check
that all cable connectors are firmly seated. Run
17008 E1 excessive error qualified alarm
the diagnostics described in the Problem
Explanation: WebSphere Voice Response has Determination book. If the cable and WebSphere
detected an error rate in the frame alignment Voice Response are OK, the problem is with the
signal (FAS) of more than 1 in 10,000, and has terminating equipment or the transmission path
sent a remote alarm indication signal (RAI) to the beyond the WebSphere Voice Response
terminating equipment. If the terminating telecommunication line cable. Run appropriate
equipment (PABX, channel bank, and so on) diagnostics on the terminating equipment to see
shows RAI, the transmission path from why it is generating a 64KB AIS. If the problem
WebSphere Voice Response to the terminating persists, call IBM Support with the details and
equipment, the transmit side of WebSphere Voice results of all the tests you have tried.
Response, and the receive side of the terminating
Severity: Yellow
equipment are probably functioning correctly.
Destination: Log, System Monitor
User response: Check the telecommunication
cables and connections to the network. Check
that all cable connectors are firmly seated. Run 17010 E1 multiframe alignment loss
the diagnostics described in the Problem qualified alarm
Determination book. If the cable and WebSphere
Voice Response are OK, the problem is with the Explanation: WebSphere Voice Response has
terminating equipment or the transmission path received the multiframe alignment signal (MAS)
beyond the WebSphere Voice Response in error twice in a row. When multiframe
telecommunication line cable. Run appropriate alignment is lost, WebSphere Voice Response
diagnostics on the terminating equipment. If the sends a loss of multiframe alignment alarm

234 Problem Determination


17011 • 17012

(RMFAI) to the far end. Receiving 64KB AIS telecommunication cables and connections to the
causes loss of multiframe alignment. However, if network. Check that all cable connectors are
WebSphere Voice Response is receiving 64KB firmly seated. Run the diagnostics described in
AIS, it reports error 17009, E1 64KB alarm the Problem Determination Guide. If the cable
indicator signal qualified alarm, rather than this and WebSphere Voice Response are OK, the
error. If the terminating equipment (PABX, problem is with the terminating equipment or
channel bank, and so on) shows RMFAI, the the transmission path beyond the WebSphere
transmission path from WebSphere Voice Voice Response telecommunication line cable.
Response to the terminating equipment, the Run appropriate diagnostics on the terminating
transmit side of WebSphere Voice Response, and equipment to see why it is generating the RMFA.
the receive side of the terminating equipment are If the problem persists, call IBM Support with
probably functioning correctly. the details and results of all the tests you have
tried.
User response: Check the telecommunication
cables and connections to the network. Check Severity: Yellow
that all cable connectors are firmly seated. Run
Destination: Log, System Monitor
the diagnostics described in the Problem
Determination book. If the cable and WebSphere
Voice Response are OK, the problem is with the 17012 T1 or ethernet loss-of-signal
terminating equipment or the transmission path qualified alarm
beyond the WebSphere Voice Response
telecommunication line cable. Run appropriate Explanation: When the pack does not receive a
diagnostics on the terminating equipment. If the T1 digital signal for more than approximately
problem persists, call IBM Support with the 150ms, a loss of signal (LOS) occurs. This error
details and results of all the tests you have tried. occurs only when the pack is already enabled. If
the terminating equipment (CSU, PABX, channel
Severity: Yellow bank, and so on) shows a remote alarm (yellow
alarm), the transmission path from WebSphere
Destination: Log, System Monitor
Voice Response to the terminating equipment,
the transmit side of WebSphere Voice Response,
17011 E1 multiframe yellow qualified and the receive side of the terminating
alarm equipment are functioning correctly. See 17014
for an explanation.
Explanation: WebSphere Voice Response has
received the remote multiframe alignment loss User response: For a DTTA: Check the
alarm indication signal (RMFA) from the telecommunication cables and connections to the
terminating equipment. The RMFA is sent by the network. Check that all cable connectors are
far end when it cannot maintain multiframe firmly seated. Run the diagnostics described in
alignment. Receiving 64KB AIS causes loss of the Problem Determination book. If the cable and
multiframe alignment and there are conditions WebSphere Voice Response are OK, the problem
during which WebSphere Voice Response is with the terminating equipment or the
transmits 64KB AIS. If WebSphere Voice transmission path beyond the WebSphere Voice
Response shows RMFA, the transmission path Response telecommunication line cable. Call IBM
from WebSphere Voice Response to the Support with the details and results of all the
terminating equipment, the transmit side of tests you have tried. If this error occurs when
WebSphere Voice Response, and the receive side WebSphere Voice Response is first connected to
of the terminating equipment are probably the terminating equipment, check that the
functioning correctly. transmit port on WebSphere Voice Response is
connected to the receive port on the terminating
User response: If WebSphere Voice Response is
equipment, and that the transmit port on the
not sending 64KB AIX, check the
terminating equipment is connected to the
telecommunication line cable. Check the

Appendix B. WebSphere Voice Response messages identified by number 235


17013 • 17015

receive port on WebSphere Voice Response. For a equipment. Normally the RAI clears in 10 to 20
DTEA: Check that the ethernet cables are seconds and message 17017 is logged. If the
properly connected to the DTEA adapter and to alarm does not clear after 20 seconds, follow the
your other ethernet equipment (eg hub or steps in User Response.
switch). Check that your other ethernet
User response: Check that the WebSphere Voice
equipment is functioning correctly. If the cable
Response T1 Remote Alarm Format (RAI using
and WebSphere Voice Response are functioning
bit 2 or FS bit) matches the remote alarm format
correctly then the problem is with the network
of the terminating equipment. Determine the
itself. Call IBM Support with the details and
WebSphere Voice Response T1 Remote Alarm
results of all the tests you have tried.
Format by clicking Configuration... System
Severity: Red Configuration... Trunk Interface and selecting the
trunk concerned. The most common format is
Destination: Log, System Monitor, Alertable
RAI using bit 2. If the configurations match, test
the telecommunication line cable. Check the
17013 T1 alarm indicator signal telecommunications cables and connections to
qualified alarm the network. Check that all cable connectors are
firmly seated. Run the diagnostics described in
Explanation: The Alarm Indication Signal (AIS), the Problem Determination book. If the cable and
also known as the blue alarm, is a continuous WebSphere Voice Response are OK, the problem
stream of binary 1s transmitted in all timeslots of is with the terminating equipment or the
the T1 digital signal. The AIS is an unframed transmission path beyond the WebSphere Voice
signal and results in an out-of-frame (OOF) Response telecommunication line cable. Call IBM
condition. If WebSphere Voice Response receives Support with the details and results of all tests
the AIS for more than two seconds, a Remote you have tried.
Alarm Indication (RAI), also known as a yellow
alarm, is transmitted to the terminating Severity: Red
equipment (CSU, PABX, channel bank and so
Destination: Log, System Monitor, Alertable
on). AIS is normally sent to keep a T1 digital line
open while making the line unusable for traffic.
17015 T1 out-of-frame qualified alarm
User response: Run the appropriate diagnostics
on the terminating equipment to see why AIS is Explanation: The pack cannot synchronize the
being generated. incoming T1 digital signal. An out of frame
condition (OOF) is caused by loss of signal
Severity: Red
(LOS), an Alarm Indication Signal (AIS), or some
Destination: Log, System Monitor, Alertable other fault condition such as a defective
transmission path, hardware failure, or
incompatible T1 framing mode. The OOF
17014 T1 remote alarm indicator condition is declared when received T1 framing
qualified alarm bits are in error in the range 2 out of 4 to 2 out
Explanation: WebSphere Voice Response has of 5. Error 17012 is reported if the OOF is caused
received a Remote Alarm Indication (RAI) from by loss of signal; error 17013 is reported if the
the terminating equipment (CSU, PABX, channel OOF is caused by receiving AIS.
bank, and so on) for 335ms to 1000ms. The RAI User response: Check that WebSphere Voice
is sent to indicate that the terminating equipment Response T1 framing mode (D4 or ESF) matches
is in an out-of-frame (OOF) condition for more the framing mode of the terminating equipment
than two seconds. RAI is transmitted by setting (CSU, PABX, channel bank and so on).
bit two to 0 in every channel, or by the FS bit in Determine the WebSphere Voice Response T1
frame 12 of the T1 digital signal. RAI occurs framing mode by clicking Configuration...
when enabling a pack connected to terminating System Configuration... Trunk Interface and

236 Problem Determination


17016 • 17034

selecting the trunk concerned. D4 framing is diagnostics described in the Problem


normally used with CAS. Extended superframe Determination book. If the cable and WebSphere
(ESF) is normally used with CCS, for example, Voice Response are OK, the problem is with the
ISDN. If the configurations match, test the terminating equipment or the transmission path
telecommunication line cable. Check the beyond the line cable. Call IBM Support with the
telecommunication cables and connections to the details and results of all tests you have tried.
network. Check that all cable connectors are
Severity: Yellow
firmly seated. Run the diagnostics described in
the Problem Determination book. If the cable and Destination: Log, System Monitor
WebSphere Voice Response are OK, the problem
is with the terminating equipment or the
transmission path beyond the WebSphere Voice 17017 Network alarm has cleared
Response telecommunication line cable. Call IBM Explanation: An earlier alarm on the digital
Support with the details and results of all tests trunk has gone away.
you have tried.
User response: None.
Severity: Red
Severity: Green
Destination: Log, System Monitor, Alertable
Destination: Log, System Monitor

17016 T1 bi-polar violation qualified


alarm 17033 Signalling software error

Explanation: A bi-polar violation (BPV) Explanation: The signalling software has


condition has occurred. The BPV may be caused attempted to enter an unexpected or illegal state.
by a defective telecommunication line cable, This could be caused by incorrect configuration
defective hardware, or incompatible line coding of the telephony protocol or telephony
between WebSphere Voice Response and the parameters, or an error in the signalling
terminating equipment (CSU, PABX, channel software.
bank, and so on). User response: If this error occurs frequently,
User response: Check that the WebSphere Voice check that the correct protocol has been selected
Response T1 line code (AMI ZCS or B8ZS) on WebSphere Voice Response and the switch,
matches the T1 line code of the terminating and that the timing parameters for WebSphere
equipment. Determine the WebSphere Voice Voice Response and the switch are compatible. If
Response T1 Remote Alarm Format by clicking the problem persists, call IBM Support. To help
Configuration... System Configuration... Trunk solve the problem, have the following available
Interface and selecting the trunk concerned. when you call: - Details of the switch and
AMI/ZCS is more common than B8ZS which is WebSphere Voice Response telephone setup -
normally used for clear channel operation and Details of the version of WebSphere Voice
ISDN. ZCS (zero-code suppression) and B8ZS Response you are using, along with details of
(bi-polar eight zero substitution) are two ways of any PTFs that have been applied - A system-level
ensuring an adequate density of "ones" in the T1 trace of the problem
digital signal. B8ZS deliberately introduces Severity: Red
bi-polar violations at the transmitting end and a
high BPV error rate occurs unless the receiving Destination: Log, System Monitor, Alertable
end is configured to decode them. If the
configurations match, test the telecommunication 17034 Illegal application command
line cable. Check the telecommunication cables
and connections to the network. Check that all Explanation: The state table application tried to
cable connectors are firmly seated. Run the perform an action that is invalid for the present
state of the call. For example, trying to transfer a

Appendix B. WebSphere Voice Response messages identified by number 237


17035 • 17038

call that has already been hung up by the clears: 17042, 7043, 17045
application.
Severity: Yellow
User response: Check the application for
Destination: Log, System Monitor
nonsensical execution of telephony-related
commands. If you are unable to locate the source
of the problem call IBM Support. To help solve 17037 Glare on line
the problem, have the following available when
you call: - Details of the switch and WebSphere Explanation: The switch and WebSphere Voice
Voice Response telephone setup - Details of the Response have both tried to seize a line at the
version of WebSphere Voice Response you are same time. The frequency with which these
using, along with details of any PTFs that have errors are likely to occur depends on the protocol
been applied - If possible, a simple test case that being used, and on the way in which the switch
reproduces the problem determines which line to call in on next. If a
glare condition occurs, WebSphere Voice
Severity: Green Response allows the incoming call to be
processed. The outgoing call fails with the
Destination: Log, System Monitor
channel active and the application can try again.
If the error occurs more than once in every 100
17035 Network does not respond calls it may be due to incorrect configuration of
the telephony protocol or telephony parameters,
Explanation: The switch did not respond within
or an error in the signalling software.
the expected time. This could be caused by
incorrect configuration of the telephony protocol User response: If this error occurs frequently,
or telephony parameters, or an error in the check that the correct protocol has been selected
signalling software. on WebSphere Voice Response and the switch,
and that the timing parameters for WebSphere
User response: If this error occurs frequently,
Voice Response and the switch are compatible. If
check that the correct protocol has been selected
the problem persists, call IBM Support. To help
on WebSphere Voice Response and the switch,
solve the problem, have the following available
and that the timing parameters for WebSphere
when you call: - Details of the switch and
Voice Response and the switch are compatible. If
WebSphere Voice Response telephone setup -
the problem persists, call IBM Support. To help
Details of the version of WebSphere Voice
solve the problem, have the following available
Response you are using, along with details of
when you call: - Details of the switch and
any PTFs that have been applied - A system-level
WebSphere Voice Response telephone setup -
trace of the problem
Details of the version of WebSphere Voice
Response you are using, along with details of Severity: Green
any PTFs that have been applied - A system-level
Destination: Log, System Monitor
trace of the problem
Severity: Yellow
17038 Signal detected but could not
Destination: Log, System Monitor establish call
Explanation: An incoming call was not
17036 Bit fault cleared answered by the application in time. The time
given to answer an incoming call is defined by
Explanation: A fault on one of the signalling
the No Answer Warning system parameter. This
bits has cleared. To determine which signalling
can be due to the No Answer Warning parameter
bit was causing the error see earlier messages.
being too short, an application error, a very
User response: Check for earlier errors and heavily loaded system, or an error in the
follow the user response for that error. This signalling software.

238 Problem Determination


17040 • 17042

User response: If this error occurs frequently, with details of any PTFs that have been applied -
check that the No Answer Warning system A system-level trace of the problem
parameter is set to a reasonable value, such as 2
Severity: Yellow
to 4 ring periods. Check that the application
answers a call as soon as possible after it is Destination: Log, System Monitor
started up. If there are any actions that can take
a long time before the answer call, such as open
host server link, check that the timeouts are 17041 Ring off pulse exceeded expected
shorter than the No Answer Warning system width
parameter and that the application correctly Explanation: WebSphere Voice Response
handles cases where the actions time out. Check detected a ring off pulse from the switch that
the CPU load on the system. If it is permanently was longer than expected. This could be due to
heavily loaded, reduce the load by disabling incorrect configuration of the telephony protocol,
some channels or trunks to see if this reduces the the `Ringing Off Maximum' system parameter
frequency that this problem occurs. If the being too short, or an error in the signalling
problem persists, call IBM Support. To kelp solve software.
the problem, have the following available when
you call: - Details of the switch and WebSphere User response: If this error occurs frequently,
Voice Response telephone setup - Details of the check that the correct protocol has been selected
version of WebSphere Voice Response you are on WebSphere Voice Response and the switch,
using, along with details of any PTFs that have and that the `Ringing Off Maximum' system
been applied - A system-level trace of the parameter for WebSphere Voice Response and
problem - Details of the application being run, the switch are compatible. If the problem
and an estimate of average and peak call persists, call IBM Support. To help solve the
volumes. problem, have the following available when you
call: - Details of the switch and WebSphere Voice
Severity: Yellow Response telephone setup - Details of the version
Destination: Log, System Monitor of WebSphere Voice Response you are using,
along with details of any PTFs that have been
applied. - A system-level trace of the problem
17040 Ring on pulse exceeded expected
width Severity: Yellow

Explanation: WebSphere Voice Response Destination: Log, System Monitor


detected a Ring On pulse from the switch that
was longer than expected. This could be due to 17042 A-bit fault
incorrect configuration of the telephony protocol,
the `Ringing on Maximum' parameter being too Explanation: WebSphere Voice Response
short, or an error in the signalling software. detected unexpected behavior of the signalling
A-bit. This could be due to incorrect
User response: If this error occurs frequently, configuration of the telephony protocol or an
check that the correct protocol has been selected error in the signalling software. If the A-bit fault
on WebSphere Voice Response and the switch, clears, message 17036 will be issued.
and that the `Ringing on Maximum' parameter
for WebSphere Voice Response and the switch User response: If this error occurs frequently
are compatible. If the problem persists, call IBM check, that the correct protocol has been selected
Support. To help solve the problem, have the on WebSphere Voice Response and the switch. If
following available when you call: - Details of the problem persists, call IBM Support. To help
the switch and WebSphere Voice Response solve the problem, have the following available
telephone setup - Details of the version of when you call: - Details of the switch and
WebSphere Voice Response you are using, along WebSphere Voice Response telephone setup -
Details of the version of WebSphere Voice

Appendix B. WebSphere Voice Response messages identified by number 239


17043 • 17060

Response you are using, along with details of User response: If this error occurs frequently,
any PTFs that have been applied - A system-level check that the correct protocol has been selected
trace of the problem Cleared by: 17036 on WebSphere Voice Response and the switch. If
the problem persists, call IBM Support. To help
Severity: Yellow
solve the problem, have the following available
Destination: Log, System Monitor when you call: - Details of the switch and
WebSphere Voice Response telephone setup -
Details of the version of WebSphere Voice
17043 B-bit fault Response you are using, along with details of
Explanation: WebSphere Voice Response any PTFs that have been applied - A system-level
detected unexpected behavior of the signalling trace of the problem Cleared by: 17036
B-bit. This could be due to incorrect Severity: Yellow
configuration of the telephony protocol or an
error in the signalling software. If the B-bit fault Destination: Log, System Monitor
clears, message 17036 will be issued.
User response: If this error occurs frequently, 17046 Outbound call failed on Feature
check that the correct protocol has been selected Group D
on WebSphere Voice Response and the switch. If
Explanation: An outbound call using Feature
the problem persists, call IBM Support. To help
Group D could not complete. This can be caused
solve the problem, have the following available
by an incorrect dialed number format, or because
when you call: - Details of the switch and
Feature Group D is not enabled on the switch.
WebSphere Voice Response telephone setup -
Note: Outbound Feature Group D is supported
Details of the version of WebSphere Voice
only on the E&M and DID protocols.
Response you are using, along with details of
any PTFs that have been applied - A system-level User response: Check the state table action
trace of the problem Cleared by: 17036 performing the outbound call. The format of the
digits should look something like
Severity: Yellow
C0123DC4567D, where 0123 is the ANI number
Destination: Log, System Monitor and 4567 is the DNIS (destination) number.
Check that Feature Group D support is enabled
on the switch. If the problem persists, call IBM
17044 Signalling error cleared Support. To help solve the problem have the
Explanation: A fault on one of the signalling following available when you call: - Details of
bits has cleared. To determine which signalling the switch and WebSphere Voice Response setup.
bit was causing the error see earlier messages. - Details of the version of WebSphere Voice
Response you are using, along with details of
User response: Check for earlier errors and any PTFs that have been applied. - A
follow the user response for that error. system-level trace of the problem
Severity: Green Severity: Yellow
Destination: Log, System Monitor Destination: Log, System Monitor

17045 C-bit or D-bit fault 17060 Digital trunk adapter missed


Explanation: WebSphere Voice Response handshake
detected unexpected behavior of the signalling Explanation: WebSphere Voice Response has
C-bit or D-bit. This could be due to incorrect failed to service a hardware interrupt from the
configuration of the telephony protocol or an digital trunk adapter. The pack can continue to
error in the signalling software. If the fault clears,
message 17036 will be issued.

240 Problem Determination


17061 • 17070

function. This may be caused by a hardware Severity: Red


problem.
Destination: Log, System Monitor, Alertable
User response: Run diagnostics on the pack or
try using another pack if you have one. If the
17067 Recognition algorithm did not
problem persists, call IBM Support.
return result
Severity: Yellow
Explanation: The speech recognition algorithm
Destination: Log, System Monitor could not identify the incoming signal with any
of the words in the expected vocabulary.
17061 Digital trunk adapter: User response: Not coded.
irrecoverable status
Severity: White
Explanation: A serious error has occurred on
Destination: Log, System Monitor, Alertable
this pack. The pack is no longer usable.
WebSphere Voice Response disables then
reenables the pack, and repeats this operation a 17068 Device driver counter corruption
number of times. WebSphere Voice Response detected
leaves the pack disabled if the problem persists.
You need to intervene at this time. Explanation: The WebSphere Voice Response
device driver has detected a corrupted variable
User response: Try swapping packs around relating to the amount of data left buffered, and
between digital trunk adapters to see if the ready to be read by a user state-table record
problem follows a particular pack around. Try action or custom server read call. This is a severe
swapping adapters around in your system unit error, which can result in lost voice data, or
to see if the problem is related to the slot where looping applications.
the adapter is located or the adapter itself. Run
diagnostics on the pack, adapter, and pSeries User response: Report this error to IBM Support
system memory. If the problem persists, call IBM immediately.
Support with details and results of all the tests Severity: Red
you have tried.
Destination: Log, System Monitor, Alertable
Severity: Red
Destination: Log, System Monitor, Alertable 17069 Digital trunk adapter: slave parity
error
17063 Power supply unit failure (dual Explanation: The digital trunk adapter
configuration) microcode has detected a slave parity error; this
Explanation: One of the power supplies has may be caused by a hardware problem. The pack
failed or been turned off. This error is reported can continue to function.
only once. An enclosure alarm relay is raised to User response: Run diagnostics on the pack or
alert the administrator that intervention is try using another pack if you have one. If the
required. problem persists, call IBM Support.
User response: All devices have been left Severity: Yellow
running, but it is recommended that you shut
down WebSphere Voice Response as soon as Destination: Log, System Monitor
possible to avoid overloading the remaining
power supply where multiple packs are in use. 17070 Digital trunk adapter: memory
The power supply unit should then be turned diagnostic error
back on or replaced.

Appendix B. WebSphere Voice Response messages identified by number 241


17300 • 17303

Explanation: The digital trunk adapter performance glitch in AIX, caused by a


microcode has detected a memory error during high-priority device holding interrupts longer
self diagnostics; this may be caused by a than it should. - A pack whose clock drifts,
hardware problem. The pack can continue to possibly because the SCBus TDM cable is
function. disconnected. - Loading on the adapter being too
high. - Failure of the TDM clock management
User response: Run diagnostics on the pack or
part of WebSphere Voice Response
try using another pack if you have one. If the
problem persists, call IBM Support. User response: The pack is automatically
recycled. Check the error log for other errors;
Severity: Yellow
eliminate the reasons for those errors if possible.
Destination: Log, System Monitor Check that when running, the adapter
performance figures are not too high. (See the
documentation for the DTmon tool for more
17300 PCI adapter exception detected information on how to do this). Check all white
Explanation: The ARTIC device driver (ricio) cables are connected securely, and that cables do
has detected a problem with accessing the not move. Check that the SCBus cable is securely
telephony adapter. The WebSphere Voice connected to all adapters. Run diagnostics on the
Response device driver cannot communicate adapter Try removing other adapters on the
with software running on the PCI adapter. A system to see if their device drivers are
high priority streams message has been sent to responsible for a performance glitch. If the
the WebSphere Voice Response device driver to problem persists, call IBM Support.
warn of the error. The type of exception could be Severity: Red
RESET, DUMP, or INTR: the adapter has been
reset, a dump has been taken of the adapter, or Destination: Log, System Monitor, Alertable
some software on the adapter failed.
User response: If this is the only PCI adapter 17302 Telephony adapter detected
on the system, the PCI adapter and associated failure
packs are recycled automatically. If there are two
Explanation: A failure on the adapter has been
PCI adapters, the PCI adapter remains in the
detected by the software which runs on the
failed state and you need to restart WebSphere
adapter (RTT). RTT has sent the WebSphere Voice
Voice Response to recover from this error. If the
Response device driver an RTT_ERROR_IND
problem persists, call IBM Support.
primitive. This can be caused by an internal
Severity: Red programming error, but it may indicate a
hardware problem. The adapter and associated
Destination: Log, System Monitor, Alertable packs are no longer usable.
User response: If this is the only adapter on the
17301 Pack failure reported by system, the adapter and associated packs are
telephony adapter recycled automatically. If there are two adapters,
Explanation: Software running on the adapter the adapter remains in the failed state until
has reported to the WebSphere Voice Response WebSphere Voice Response is restarted. If the
device driver that a pack has failed, or that the problem persists, call IBM Support.
pack can no longer be accessed. The Severity: Red
RTT_ERROR_IND primitive was sent by the
adapter software to the WebSphere Voice Destination: Log, System Monitor, Alertable
Response device driver. The pack has failed and
the WebSphere Voice Response device driver
17303 Runaway clock on pack
cannot communicate with the adapter pack
device drivers. Causes of this can include: - A Explanation: The adapter software synchronizes

242 Problem Determination


17304 • 17506

packs on the same adapter by slipping frames to device file /dev/acpa0hmrcd.


correct for clock variances. The software cannot
User response: Make sure there is a onboard
keep up with the large variances occurring on
Ultimedia Audio Adapter installed and
the pack. Voice traffic will degrade on this pack.
configured.
User response: Make sure that the packs are
Severity: White
connected to trunks coming from the same
service provider and that they draw their clock Destination: Log, System Monitor
source from the same place. If the problem
persists, contact IBM Support.
17502 Error opening microphone
Severity: Yellow
Explanation: Cannot open microphone device
Destination: Log, System Monitor, Alertable file /dev/acpa0hmrcd.
User response: Make sure there is a onboard
17304 CCS transmit error on telephony Ultimedia Audio Adapter installed and
adapter configured.
Explanation: This error represents a problem in Severity: White
the IBM software. There have been problems
transmitting CCS data; this is a warning that Destination: Log, System Monitor
some CCS traffic has been lost between the
signalling process and the line. Signalling 17503 Error opening speaker to play
protocols can often recover from data loss, so
calls may not have been affected. The pack and Explanation: Cannot open speaker device file
the adapter remain active. /dev/acpa0srcd.

User response: Contact IBM Support. User response: Make sure there is a onboard
Ultimedia Audio Adapter installed and
Severity: Yellow configured.
Destination: Log, System Monitor, Alertable Severity: White
Destination: Log, System Monitor
17305 DTTA adapter failure.
Explanation: Software running on the DTTA has 17504 Error writing to speaker
reported to the WebSphere Voice Response
device driver that it has encountered a serious Explanation: Cannot write to speaker device file
problem and cannot continue to function. Causes /dev/acpa0srcd.
of this can include: - Adapter hardware failure. - User response: Make sure there is a onboard
Adapter software failure. Ultimedia Audio Adapter installed and
User response: The adapter is automatically configured.
recycled. Check the error log for other errors; Severity: White
eliminate the reasons for those errors if possible.
If the problem persists, call IBM Support. Destination: Log, System Monitor

Severity: Red
17506 Error reading data from temporary
Destination: Log, System Monitor, Alertable file
Explanation: A temporary file cannot be read.
17501 Error reading from microphone
User response: Check read-permissions for
Explanation: Cannot read from microphone

Appendix B. WebSphere Voice Response messages identified by number 243


17508 • 17603

/tmp/dt6umstmp1, /tmp/dt6umstmp2, and may be using the ODM database, or have locked
/tmp/dt6umstmp3. it. Try again later.
Severity: White Severity: White
Destination: Log, System Monitor Destination: Log, System Monitor

17508 Error creating local message 17600 TDM clock daemon died
queue
Explanation: The tdmclockd daemon died
Explanation: Cannot create a local message unexpectedly. This could be because of a lack of
queue. AIX system resources (for example, memory), or
incorrectly configured hardware (for example, no
User response: Check write/read permissions
telephony adapter has been configured). See
for /tmp/.msgkey. Make sure that it was
earlier messages for the cause of death.
properly created.
User response: Check that the system has
Severity: White
enough paging space, and that the WebSphere
Destination: Log, System Monitor Voice Response device driver is correctly
configured. If the problem still persists, call IBM
Support with details.
17509 Improper passing of local message
Severity: Red
Explanation: An attempt to write to an internal
message queue failed. Destination: Log, System Monitor, Alertable

User response: Restart the system. If the


problem persists, call IBM Support. 17601 TDM clock received error while
polling device driver
Severity: Yellow
Explanation: The tdmclockd daemon uses the
Destination: Log, System Monitor poll system call to receive asynchronous event
notification from the device driver. An error has
17511 Error opening line output occurred in poll system call.

Explanation: Cannot open line output device User response: If the problem persists, call IBM
file dev/acpa0llcd. Support with details.

User response: Make sure there is a onboard Severity: Yellow


Ultimedia Audio Adapter installed and Destination: Log, System Monitor, Alertable
configured.
Severity: White 17602 TDM clock event missing
Destination: Log, System Monitor Explanation: The device driver has indicated to
the tdmclockd daemon that an asynchronous
17518 ACPA unable to acquire ODM event is available when none has occurred.
information User response: Call IBM Support.
Explanation: The ACPA program encountered Severity: Yellow
an error when asking the system about
configured devices. Destination: Log, System Monitor, Alertable
User response: Check for other programs that
17603 TDM clock event is invalid

244 Problem Determination


17604 • 17710

Explanation: The tdmclockd daemon received out of memory condition


an event for an invalid adapter.
Explanation: Your system is low on memory or
User response: Call IBM Support. paging space or both.
Severity: Yellow User response: Increase the amount of paging
space available. If the problem persists, install
Destination: Log, System Monitor, Alertable
more memory.
Severity: Red
17604 TDM clock event inconsistent
with state of the adapter Destination: Log, System Monitor, Alertable
Explanation: The tdmclockd daemon received
an event which is inconsistent with the internal 17608 TDM clock daemon cannot find
state of the telephony adapter. The tdmclockd any telephony adapters
daemon will try to correct this error by
Explanation: No adapter is installed or
restarting.
configured.
User response: If the problem persists, call IBM
User response: Install one or more adapters and
Support.
try again. If the problem persists, call IBM
Severity: Yellow Support.
Destination: Log, System Monitor, Alertable Severity: Red
Destination: Log, System Monitor, Alertable
17605 Armed master device failed to
take over disabled master
17609 TDM clock ioctl failure
Explanation: The Digital Trunk Quad Adapter
Explanation: The tdmclockd daemon cannot
performing the role of the armed master TDM
communicate with the device driver because an
clock source failed to take over when the master
ioctl system call failed.
clock source was disabled. This may be caused
by a defective telephony adapter. User response: Call IBM Support.
User response: Run stand-alone diagnostics on Severity: Yellow
the adapter in question. Call IBM Support if the
problem persists. Destination: Log, System Monitor, Alertable

Severity: Red
17610 TDM clock fork failed
Destination: Log, System Monitor, Alertable
Explanation: The tdmclockd daemon cannot
start because the fork system call failed. This is
17606 Internal error in TDM clock likely to be caused by a lack of memory or
daemon paging space on the system.
Explanation: An unexpected internal error has User response: Follow the response procedure
occurred. described under error 17607. If the problem
persists, call IBM Support.
User response: Call IBM Support.
Severity: Red
Severity: Red
Destination: Log, System Monitor, Alertable
Destination: Log, System Monitor, Alertable

17710 DSP microcode could not be


17607 TDM clock daemon experienced

Appendix B. WebSphere Voice Response messages identified by number 245


17800 • 17808

loaded onto a DTTA adapter. adapter card. If the problem persists, call IBM
Support.
Explanation: WebSphere Voice Response failed
to load DSP microcode onto a DTTA adapter. Severity: Red
User response: Try restarting the pSeries system Destination: Log, System Monitor, Alertable
unit. Check that all required filesets are installed.
If the problem persists, call IBM Support.
17806 Adapter flash PROM power-on
Severity: Red self test failed
Destination: Log, System Monitor, Alertable Explanation: An error has occurred during the
AIB power-on self-test. The power-on self-tests
are executed every time the card is reset or the
17800 Not enough parameters provided
system is restarted.
to startup diagnostics
User response: Try restarting the pSeries system
Explanation: A script was called with the
unit. If the problem persists, call IBM Support.
wrong number of, or invalid, parameters. The
correct syntax is: Severity: Red
User response: Try restarting the pSeries system Destination: Log, System Monitor, Alertable
unit. If the problem persists, call IBM Support.
Severity: Red 17807 Failed to access adapter
components
Destination: Log, System Monitor, Alertable
Explanation: During the startup procedure, the
diagnostics detected an error on the telephony
17803 Unexpected error code reported by
adapter card. The diagnostics cannot access a
diagnostics
component on the card.
Explanation: An error occurred during the
User response: Try to re-run the startup
adapter or pack diagnostics but the reported
procedure. If the problem persists, run the
error code is not recognized.
stand-alone diagnostics to get more information
User response: Try restarting the pSeries system on the failure and to identify the FRU to be
unit. If the problem persists, call IBM Support. replaced.

Severity: Red Severity: Red

Destination: Log, System Monitor, Alertable Destination: Log, System Monitor, Alertable

17805 Tested ARTIC card is not a 17808 Adapter AIB VERO component
telephony adapter test failed

Explanation: Before starting to test the ARTIC Explanation: A failure was detected on the
AIB, the diagnostics check the ID of the AIB telephony adapter card during the startup
attached to the ARTIC card. If the detected ID diagnostics.
doesn't correspond to the telephony adapter ID,
User response: Try to re-run the startup
it means either that the test card is not a
procedure. If the problem persists, run the
telephony adapter or that the vital product data
stand-alone diagnostics to get more information
(VPD) is corrupted.
on the failure and to identify the FRU to be
User response: Check that the card plugged replaced.
into the corresponding slot is a telephony
Severity: Red

246 Problem Determination


17809 • 17821

Destination: Log, System Monitor, Alertable Explanation: During the startup procedure, the
diagnostics detected an error which should never
occur. The problem is located in the script file
17809 Telephony adapter VPIC
that drives the diagnostics. It is an internal
component test failed
software error.
Explanation: A failure was detected on the
User response: Try to re-run the startup
adapter card during the startup diagnostics.
procedure. If the problem persists, call IBM
User response: Try to re-run the startup Support.
procedure. If the problem persists, run the
Severity: Red
stand-alone diagnostics to get more information
on the failure and to identify the FRU to be Destination: Log, System Monitor, Alertable
replaced.
Severity: Red 17813 SCBus connection problem
between telephony adapters
Destination: Log, System Monitor, Alertable
Explanation: During the startup procedure, the
diagnostics detected that at least one adapter is
17810 SC4000 component test failed
not connected to the others through the SCBus
Explanation: During the startup procedure, the cable. If more than one adapter is present in the
diagnostics detected a failure on the adapter. system unit, all adapters need to be connected
together through the SCBus cable.
User response: Try to re-run the startup
procedure. If the problem persists, run the User response: Check that an SCBus cable
adapter stand-alone diagnostics to get more connects all adapters together. If the problem
information on the failure and to identify the persists, call IBM Support.
FRU to be replaced.
Severity: Red
Severity: Red
Destination: Log, System Monitor, Alertable
Destination: Log, System Monitor, Alertable
17820 Telephony adapter diagnostics
17811 AIB diagnostics cannot open cannot open device driver
SC4000 device driver
Explanation: During the startup procedure, the
Explanation: During the startup procedure, the diagnostics detected an error when they try to
diagnostics detected an error when trying to use use a device driver resource. It is an internal
the SC4000 device driver resources. It is an software error. Either the device drivers have not
internal software error. Either the SC4000 device been loaded on the ARTIC or it is already used
driver has not been loaded on the ARTIC or it is by another process.
already used by another process.
User response: Try to re-run the startup
User response: Try to re-run the startup procedure. If the problem persists, call IBM
procedure. If the problem persists, call IBM Support.
support.
Severity: Red
Severity: Red
Destination: Log, System Monitor, Alertable
Destination: Log, System Monitor, Alertable
17821 Unexpected software error during
17812 Unexpected software error during pack startup diagnostics
AIB startup diagnostics
Explanation: During the startup procedure, the

Appendix B. WebSphere Voice Response messages identified by number 247


17826 • 17903

diagnostics detected an error which should never devices need to be defined. To define a device,
occur. The problem is located in the script file the define method for that device is used. A
that drives the diagnostics. It is an internal define method creates an entry in the ODM
software error. database for the new device, so that the rest of
AIX knows about the device, and so that, when
User response: Try to re-run the startup
the device is configured later using a
procedure. If the problem persists, call IBM
configuration method, there are some parameters
Support.
to retrieve and use. A define method moves the
Severity: Red device from the undefined state to the defined
state in ODM. One such define method failed.
Destination: Log, System Monitor, Alertable The device cannot be used until this problem is
corrected. This can indicate that the define
17826 Failed to load microcode file from method is not being called with root access, that
system unit to adapter a data file is not installed with correct
permissions, or that ODM has been locked by
Explanation: During the startup procedure, the some other software. The I/O subsystem cannot
diagnostics detected a problem when a be started.
microcode file is transferred from system unit to
the ARTIC memory. User response: If the problem persists, call IBM
Support.
User response: Try to re-run the startup
procedure. If the problem persists, call IBM Severity: Red
Support. Destination: Log, System Monitor, Alertable
Severity: Red
Destination: Log, System Monitor, Alertable 17902 Failed to configure device
Explanation: As part of the WebSphere Voice
17900 Failed to add stanza information Response startup procedure, several logical
to ODM database devices need to be configured. To configure a
device, the configuration method for that device
Explanation: As part of the WebSphere Voice is used. A configuration method creates a special
Response startup procedure, the dtdd device file in /dev, allocates major and minor numbers
driver needs to have its details added to the for the device, and tells AIX that the device is
ODM database, so other software knows it is now available. A configuration method moves a
available to use. The odmadd tool is used to do device from defined to available state in ODM.
this. The tool failed to add the dtdd device One such define method has failed. The device
information to the ODM databases. The I/O cannot be used until this problem is corrected.
subsystem cannot be started. The I/O subsystem cannot be started.
User response: Check that the file specified User response: If the problem persists, call IBM
exists in your file system, and that is has read Support.
access from the root userid. If the problem
persists, call IBM Support. Severity: Red

Severity: Red Destination: Log, System Monitor, Alertable

Destination: Log, System Monitor, Alertable


17903 Failed to create telephony adapter
devices
17901 Failed to define device
Explanation: As part of the WebSphere Voice
Explanation: As part of the WebSphere Voice Response startup procedure, several logical
Response startup procedure, several logical devices need to be configured. The

248 Problem Determination


17904 • 17910

DTQA_aib_walker cycles through all the cards User response: UNUSED


on the system, making those devices usable by
Severity: Red
the rest of WebSphere Voice Response. The
DTQA_aib_walker program failed. The I/O Destination: Log, System Monitor, Alertable
subsystem cannot be started.
User response: Try restarting the pSeries system 17907 Failed to unconfigure device
unit. Try reseating or removing certain adapters
to see if the problem follows a particular adapter. Explanation: Unconfigure method of a device
If the problem persists, call IBM Support. failed.

Severity: Red User response: Try restarting the pSeries system


unit. If the problem persists, call IBM Support.
Destination: Log, System Monitor, Alertable
Severity: Red

17904 Failed to clean up telephony Destination: Log, System Monitor, Alertable


adapter devices
Explanation: As part of the WebSphere Voice 17908 Could not load file onto
Response startup procedure, or when WebSphere telephony adapter
Voice Response shuts down, WebSphere Voice Explanation: Failed to load a file onto the
Response makes sure that everything is cleaned adapter.
up. Remnants of any logical devices are removed
at this point. The DTQA_destroy_adapter User response: Check that WebSphere Voice
program is used to make sure that logical Response filesets are installed correctly. Try
devices associated with the telephony device are restarting WebSphere Voice Response. Try
removed correctly. This program failed. The I/O restarting the pSeries system unit. If the problem
subsystem cannot be started. persists, call IBM Support.

User response: Try restarting the pSeries system Severity: Red


unit. Try reseating or removing certain cards to Destination: Log, System Monitor, Alertable
see if the problem follows a particular adapter. If
the problem persists, call IBM Support.
17909 AIB initialize procedure failed
Severity: Red
Explanation: AIB_initialize script failed.
Destination: Log, System Monitor, Alertable
User response: Check that WebSphere Voice
Response filesets are installed correctly. Try
17905 Invalid parameter passed to script restarting WebSphere Voice Response. Try
Explanation: A script was called with an invalid restarting the pSeries system unit. If the problem
parameter. persists, call IBM Support.

User response: Try restarting the pSeries system Severity: Red


unit. If the problem persists, call IBM Support. Destination: Log, System Monitor, Alertable
Severity: Red
Destination: Log, System Monitor, Alertable 17910 ioctl to telephony adapter device
failed

17906 UNUSED Explanation: DTQA_ioctl program reported a


failure.
Explanation: UNUSED

Appendix B. WebSphere Voice Response messages identified by number 249


17911 • 17920

User response: If the problem persists, call IBM User response: Call IBM Support.
Support.
Severity: Red
Severity: Red
Destination: Log, System Monitor, Alertable
Destination: Log, System Monitor, Alertable
17916 DTQA_ioctl program error on
17911 File not found ENABLE
Explanation: A file required by WebSphere Explanation: DTQA_ioctl failed to enable the
Voice Response was not found. adapter card. The ioctl
IOCTL_ADAPTER_ENABLE failed.
User response: Make sure that all WebSphere
Voice Response filesets are installed correctly. If User response: Call IBM Support.
the problem persists, call IBM Support.
Severity: Red
Severity: Red
Destination: Log, System Monitor, Alertable
Destination: Log, System Monitor, Alertable
17917 Not enough parameters when
17912 File not executable calling script
Explanation: A file required by WebSphere Explanation: A script was called with the
Voice Response was found, but it does not have wrong number of parameters.
execute permissions set.
User response: Try restarting the pSeries system
User response: Make sure that all WebSphere unit. If the problem persists, call IBM Support.
Voice Response filesets are installed correctly. If
Severity: Red
the problem persists, call IBM Support.
Destination: Log, System Monitor, Alertable
Severity: Red
Destination: Log, System Monitor, Alertable
17918 UNUSED
Explanation: UNUSED
17913 Syntax error invoking DTQA_ioctl
program User response: UNUSED
Explanation: WebSphere Voice Response uses Severity: Red
DTQA_ioctl to manipulate the adapter.
Destination: Log, System Monitor, Alertable
User response: Call IBM Support.
Severity: Red 17919 UNUSED
Destination: Log, System Monitor, Alertable Explanation: UNUSED
User response: UNUSED
17914 DTQA_ioctl program could not
open device file Severity: Red

Explanation: The open() system call issued by Destination: Log, System Monitor, Alertable
DTQA_ioctl to open the WebSphere Voice
Response device driver failed. WebSphere Voice 17920 Cannot move device from
Response uses DTQA_ioctl to manipulate the undefined to defined state
telephony adapter.
Explanation: The device is already defined in

250 Problem Determination


17921 • 17929

the CuDv ODM database. The device must be in Explanation: The device must be in the
the undefined state for this to work. available state for this to work.
User response: Try restarting the pSeries system User response: Try restarting the pSeries system
unit. If the problem persists, call IBM Support. unit. If the problem persists, call IBM Support.
Severity: Red Severity: Red
Destination: Log, System Monitor, Alertable Destination: Log, System Monitor, Alertable

17921 Cannot move device from 17925 Cannot add device information to
undefined to defined state PdDv class of ODM
Explanation: The device must be in the Explanation: WebSphere Voice Response needs
undefined state before it can be defined. It is to add information to the PdDv class of ODM to
currently in some other state. tell AIX about the telephony devices. The
information is already there. The information
User response: Try restarting the pSeries system
needs to be removed before it can be added.
unit. If the problem persists, call IBM Support.
User response: Try restarting the pSeries system
Severity: Red
unit. If the problem persists, call IBM Support.
Destination: Log, System Monitor, Alertable
Severity: Red
Destination: Log, System Monitor, Alertable
17922 Cannot move device from defined
to undefined state
17926 Cannot undefine all WebSphere
Explanation: The device must be in the defined
Voice Response information from
state before it can be made undefined. It is
ODM
currently in some other state.
Explanation: There are still available WebSphere
User response: Try restarting the pSeries system
Voice Response devices. All devices need to be
unit. If the problem persists, call IBM Support.
made unavailable before dtdd_undef can be
Severity: Red called.

Destination: Log, System Monitor, Alertable User response: Try restarting the pSeries system
unit. If the problem persists, call IBM Support.

17923 Cannot move device from defined Severity: Red


to available state
Destination: Log, System Monitor, Alertable
Explanation: The device must be in the defined
state before it can be made available. It is
17929 Root permission required to run
currently in some other state.
tool
User response: Try restarting the pSeries system
Explanation: WebSphere Voice Response uses
unit. If the problem persists, call IBM Support.
tools to manipulate hardware devices. Some of
Severity: Red these tools need root permissions; one of these
tools has been called without these permissions.
Destination: Log, System Monitor, Alertable Use dirtalk_run to provide root permissions.
User response: Try restarting WebSphere Voice
17924 Cannot move device from Response. Try restarting the pSeries system unit.
available to defined state If the problem persists, call IBM Support.

Appendix B. WebSphere Voice Response messages identified by number 251


17931 • 17942

Severity: Red Explanation: WebSphere Voice Response tries to


load a device driver into AIX kernel memory
Destination: Log, System Monitor, Alertable
when it starts up. The dtdd kernel extension is
already loaded. This implies that there has been
17931 DTQA_ioctl program could not a problem cleaning up the system when
query packs present WebSphere Voice Response was shutdown
previously.
Explanation: WebSphere Voice Response uses
the DTQA_ioctl program to query which packs User response: WebSphere Voice Response
and types of packs are presently connected to cannot start up with telephony devices. Try
each telephony adapter. This program could not restarting the pSeries system unit. If the problem
find out this information. persists, call IBM Support.

User response: Try restarting WebSphere Voice Severity: Red


Response. Try restarting the pSeries system unit.
Destination: Log, System Monitor, Alertable
If the problem persists, call IBM Support.
Severity: Red
17935 dtdd define method failed
Destination: Log, System Monitor, Alertable
Explanation: WebSphere Voice Response needs
to add some information to ODM so that the rest
17932 DTQA_ioctl program returned of AIX knows about the telephony devices. It
invalid output uses the standard AIX define method to do this.
It failed.
Explanation: WebSphere Voice Response uses
the DTQA_ioctl program to manipulate the User response: Try restarting WebSphere Voice
telephony adapter. This program returned invalid Response. If the problem persists, call IBM
output. Support.

User response: Try restarting WebSphere Voice Severity: Red


Response. If the problem persists, call IBM
Destination: Log, System Monitor, Alertable
Support.
Severity: Red
17942 Configuration method failed to
Destination: Log, System Monitor, Alertable get vital product data (VPD) from
hardware.

17933 DTQA_ioctl program failed Explanation: As part of the WebSphere Voice


Response startup procedure, several hardware
Explanation: WebSphere Voice Response uses devices are configured. To configure a device,
the DTQA_ioctl program to manipulate the WebSphere Voice Response needs to know the
telephony adapter. This program reported an device type, model, and version number. This
error in an operation it was asked to do. information is held in a block of data known as
User response: Try restarting WebSphere Voice the vital product data (VPD). The VPD is
Response. If the problem persists, call IBM burnt-in to memory on the hardware device. The
Support. sysconfig() call is used to ask the hardware
device driver what the VPD contains. The
Severity: Red configuration method failed to read this VPD
Destination: Log, System Monitor, Alertable information from the hardware device, due to a
failure reported by the sysconfig() AIX function
call. Either the sysconfig call itself failed, or some
17934 Kernel extension already loaded other failure was detected by the device driver.

252 Problem Determination


17943 • 17947

User response: The I/O subsystem cannot use incorrect) command-line parameters are supplied
this device. The I/O subsystem cannot be by whatever data is stored in ODM for this
started. If the problem persists, call IBM Support. device in the PdDv database, in addition to some
flags supplied by the caller of mkdev.
Severity: Red
User response: The I/O subsystem cannot use
Destination: Log, System Monitor, Alertable
this device. Extract the contents of the ODM
PdDv database using odmget and send the
17943 Configuration method failed to output, together with the error log to IBM
get vital product data (VPD) from Support.
hardware.
Severity: Red
Explanation: As part of the WebSphere Voice
Destination: Log, System Monitor, Alertable
Response startup procedure, several hardware
devices are configured. To configure a device,
WebSphere Voice Response needs to know the 17946 Configuration method failed to
type of the device, its model and version access ODM
numbers. This information is held in a block of
Explanation: As part of the WebSphere Voice
data known as the vital product data (VPD). The
Response startup procedure, several hardware
VPD is burnt-in to memory on the hardware
devices are configured. To configure a device, the
device. The sysconfig() call is used to ask the
configuration method for that device is used. The
hardware device driver what the VPD contains.
configuration method needs to access ODM to
This function is passed a data structure into
find parameters with which the device should be
which the device driver must copy the VPD
configured. The odm_initialize call is used to
information. The size of this structure that the
gain access to ODM. This call failed. The I/O
device driver expects is different from what the
subsystem cannot use this device.
configuration method is passing. This usually
indicates a mismatch between the versions of the User response: Backup the error log. Try
device driver and the configuration method. restarting the pSeries system unit. If the problem
persists, send the error log to IBM Support.
User response: The I/O subsystem cannot use
this device. Check that any service updates made Severity: Red
to WebSphere Voice Response completed
correctly. If you are currently using a Destination: Log, System Monitor, Alertable
privately-patched version of the device driver,
restore the original and contact IBM Support. 17947 Configuration method failed to
Severity: Red lock ODM

Destination: Log, System Monitor, Alertable Explanation: As part of the WebSphere Voice
Response startup procedure, several hardware
devices are configured. To configure a device, the
17944 Configuration method called with configuration method for that device is used. The
invalid parameters configuration method needs to access ODM to
find parameters with which the device should be
Explanation: As part of the WebSphere Voice
configured. To avoid race and deadlock
Response startup procedure, several hardware
conditions, the ODM database has a lock which
devices are configured. To configure a device, the
must be obtained before it can be used. The
configuration method for that device is used. The
odm_lock call is used to gain access to ODM.
configuration method could not parse its
This call failed. The I/O subsystem cannot use
command-line parameters correctly.
this device.
Configuration methods are called indirectly by
the mkdev system command. The (apparently User response: Backup the error log. Try

Appendix B. WebSphere Voice Response messages identified by number 253


17948 • 17952

restarting the pSeries system unit. If the problem


17950 Configuration method failed to
persists, send the error log to IBM Support.
find data in ODM
Severity: Red
Explanation: As part of the WebSphere Voice
Destination: Log, System Monitor, Alertable Response startup procedure, several hardware
devices are configured. To configure a device, the
configuration method for that device is used. The
17948 Configuration method failed to configuration method needs to access ODM to
lock ODM find parameters with which the device should be
Explanation: As part of the WebSphere Voice configured. It uses an SQL-like query language
Response startup procedure, several hardware to get the information needed, using the
devices are configured. To configure a device, the odm_get_first system call. This call failed. The
configuration method for that device is used. The I/O subsystem cannot use this device.
configuration method needs to access ODM to User response: Backup the error log. Try
find parameters with which the device should be restarting the pSeries system unit. If the problem
configured. Parameters are stored in ODM in persists, use the odmget <ODM_class_name> call
various classes of database. The odm_open_class to dump the contents of ODM to a file, and send
system call is used to give access to part of the this with the error log to IBM Support.
ODM database. This call failed. The I/O
subsystem cannot use this device. Severity: Red

User response: Backup the error log. Try Destination: Log, System Monitor, Alertable
restarting the pSeries system unit. If the problem
persists, send the error log to IBM Support.
17951 Configuration method called with
Severity: Red device already available
Destination: Log, System Monitor, Alertable Explanation: As part of the WebSphere Voice
Response startup procedure, several hardware
devices are configured. To configure a device, the
17949 Configuration method failed to configuration method for that device is used. The
find expected data in ODM configuration does many things, then moves the
Explanation: As part of the WebSphere Voice device from the defined state to the available
Response startup procedure, several hardware state. The configuration method for this device
devices are configured. To configure a device, the noticed that the device is already in the available
configuration method for that device is used. The state. The I/O subsystem cannot use this device.
configuration method needs to access ODM to User response: Backup the error log. Try
find parameters with which the device should be restarting the pSeries system unit. If the problem
configured. It uses an SQL-like query language persists, use the odmget CuAt and lsdev -C calls,
to get the information needed. The information place the output into a file, and send it with the
queried was not in the expected place in ODM. error log to IBM Support.
The I/O subsystem cannot use this device.
Severity: Red
User response: Backup the error log. Try
restarting the pSeries system unit. If the problem Destination: Log, System Monitor, Alertable
persists, use the odmget <ODM_class_name> call
to dump the contents of ODM to a file, and send
17952 Configuration method failed to
this with the error log to IBM Support.
load kernel extension into
Severity: Red memory
Destination: Log, System Monitor, Alertable Explanation: As part of the WebSphere Voice
Response startup procedure, several hardware

254 Problem Determination


17953 • 17956

devices are configured. To configure a device, the detailed information about the cause of the error.
configuration method for that device is used. The The kernel extension can usually send this
configuration does many things, including trying information back to the config method. Here, this
to load a device driver that services the is not the case. The reason field in the failure
hardware into AIX kernel memory. The loadext report is still undefined. This usually implies a
system call is used to do this. This call failed. failure in the copy_out() system call, or in the
This problem usually indicates that the previous sysconfig call itself. The I/O subsystem cannot
shutdown of WebSphere Voice Response did not use this device.
complete cleanly. The I/O subsystem cannot use
User response: Backup the error log. Try
this device.
restarting the pSeries system unit. If the problem
User response: Backup the error log. Try persists, call IBM Support.
restarting the pSeries system unit. If the problem
Severity: Red
persists, call IBM Support.
Destination: Log, System Monitor, Alertable
Severity: Red
Destination: Log, System Monitor, Alertable
17955 Configuration of logical device
failed
17953 Configuration method failed to
Explanation: As part of the WebSphere Voice
allocate a major number
Response startup procedure, several hardware
Explanation: As part of the WebSphere Voice devices are configured. To configure a device, the
Response startup procedure, several hardware configuration method for that device is used. The
devices are configured. To configure a device, the configuration does many things, including
configuration method for that device is used. The calling the configuration entry point of the kernel
configuration does many things, including trying extension for the device it is trying to configure.
to allocate a unique major number which is The kernel extension has failed to execute its
associated with all devices used by WebSphere entry point as an error has occurred. Technical
Voice Response. The genmajor call is used to details of the report have been passed back up to
provide this number. This call failed. The I/O the configuration method. The information is
subsystem cannot use this device. provided in the parameters to this error. This
error usually indicates that there is a serious
User response: Backup the error log. Try
problem in the device driver. The I/O subsystem
restarting the pSeries system unit. If the problem
cannot use this device.
persists, call IBM Support.
User response: Backup the error log. Try
Severity: Red
restarting the pSeries system unit. If the problem
Destination: Log, System Monitor, Alertable persists, call IBM Support.
Severity: Red
17954 Configuration of logical device
Destination: Log, System Monitor, Alertable
failed
Explanation: As part of the WebSphere Voice
17956 UNUSED
Response startup procedure, several hardware
devices are configured. To configure a device, the Explanation: UNUSED
configuration method for that device is used. The
User response: UNUSED
configuration does many things, including
calling the configuration entry point of the kernel Severity: Red
extension for the device it is trying to configure.
This is done using the sysconfig system call. The Destination: Log, System Monitor, Alertable
call reported an error, which usually provides

Appendix B. WebSphere Voice Response messages identified by number 255


17957 • 17964

User response: This problem should clear when


17957 UNUSED
you restart WebSphere Voice Response. Backup
Explanation: UNUSED the error log. If the problem persists, call IBM
Support.
User response: UNUSED
Severity: Red
Severity: Red
Destination: Log, System Monitor, Alertable
Destination: Log, System Monitor, Alertable

17963 mkdev failed to make an ARTIC


17958 UNUSED
device available
Explanation: UNUSED
Explanation: As part of its startup procedure,
User response: UNUSED WebSphere Voice Response checks the interrupt
priority of all telephony adapters by temporarily
Severity: Red removing the ARTIC960 device drivers.
Destination: Log, System Monitor, Alertable WebSphere Voice Response uses the mkdev tool
to recreate them with the new interrupt priority.
A call to mkdev failed. A device driver cannot be
17961 odmadd failed to set up telephony recreated; the adapter is not set to the correct
adapter interrupt priority interrupt priority. WebSphere Voice Response
Explanation: When WebSphere Voice Response will not start.
starts, it makes sure that all adapters have the User response: This problem should clear when
correct interrupt priority. WebSphere Voice you restart WebSphere Voice Response. Backup
Response uses the AIX odmadd tool to add an the error log. If the problem persists, call IBM
ODM stanza to CuAt for each card. The odmadd Support.
tool returned an error. The I/O subsystem cannot
use this device. Severity: Red

User response: Backup the error log. Try Destination: Log, System Monitor, Alertable
restarting the pSeries system unit. If the problem
persists, call IBM Support. 17964 Adapter card not set up with high
Severity: Red enough interrupt priority

Destination: Log, System Monitor, Alertable Explanation: As part of its startup procedure,
WebSphere Voice Response must make sure that
all adapters have the correct interrupt priority.
17962 rmdev failed to remove an ARTIC This should be done automatically whenever
device WebSphere Voice Response starts up. The
Explanation: As part of its startup procedure, operation to set up the interrupt priority has not
WebSphere Voice Response must make sure that completed successfully, leaving this adapter with
all telephony adapters have the correct interrupt an incorrect interrupt priority. The card will not
priority. To do this, it must temporarily remove be made available for use by WebSphere Voice
all device drivers that support the hardware Response.
directly, that is, all the ARTIC960 device drivers. User response: This problem should clear when
The rmdev tool is used for this. The rmdev tool you restart WebSphere Voice Response. Backup
returned an error. A device cannot be removed, the error log. If the problem persists, call IBM
so the adapter cannot be set to the correct Support.
interrupt priority. WebSphere Voice Response
will not start up. Severity: Red
Destination: Log, System Monitor, Alertable

256 Problem Determination


17965 • 17970

Explanation: The WebSphere Voice Response


17965 Failed to start tdmclockd daemon
device driver has detected many problems,
Explanation: The tdmclockd daemon manages which are queued. The queue is full and new
the clock source; this daemon did not start errors cannot be queued. This can indicate an
because of one of: (1) The dtalarmd daemon is error storm: the device driver may be generating
not available (2) Lack of system resources (3) A numerous errors repeatedly. The WebSphere
device driver failure Voice Response process collecting these errors
may be blocked, hung, or have died abnormally.
User response: Check the error log for
tdmclockd entries. If there are no entries for the User response: Look through the error log, and
dtalarmd daemon, the tdmclockd daemon is not try to solve any problems that may have caused
available, and you should check that all further problems to be reported by the device
WebSphere Voice Response filesets are correctly driver. Restart WebSphere Voice Response. If this
installed. If you suspect a device driver failure, problem persists, call IBM Support.
try restarting your pSeries system unit, reseating
Severity: Yellow
your adapter, or trying a different adapter. If the
problem persists, call IBM Support. Destination: Log, System Monitor, Alertable
Severity: Red
17969 Device driver lost
Destination: Log, System Monitor, Alertable
communications link to
embedded software
17966 DTQA_ioctl program error on
Explanation: The WebSphere Voice Response
ENABLE
device driver has detected a problem with the
Explanation: WebSphere Voice Response uses communications link which connects the device
DTQA_ioctl to manipulate the telephony driver with the embedded software running on
adapters. The tool tried to enable the adapter. the adapter. The device driver detects there is a
The ioctl IOCTL_ADAPTER_ENABLE failed. problem in several ways, including: * A primitive
has been sent to the adapter, but a response to
User response: Call IBM Support.
that primitive was not received by the device
Severity: Red driver in the allowable time period. The
correlator object used to track the primitive
Destination: Log, System Monitor, Alertable response timed out. * The Primitive_DataCnf
primitive timed out. * The driver waited for a
17967 Device driver I/O failure location in memory to be set to a value before it
could use the information in a DMA data block. *
Explanation: The WebSphere Voice Response The driver waited for too long, indicating some
device driver has detected a problem getting problem either in the embedded software, the
data from, or putting data to, the hardware driver timeout code, or the DMA operation over
device, or has found that some data from the the PCI bus.
hardware is corrupted or invalid.
User response: Restart WebSphere Voice
User response: The adapter, and all packs Response. If this problem persists, call IBM
connected to the failing adapter, are disabled. Support.
Call IBM Support.
Severity: Red
Severity: Red
Destination: Log, System Monitor, Alertable
Destination: Log, System Monitor, Alertable

17970 Adapter failure reported


17968 Device driver error queue
overflow Explanation: RTT, the software that runs on the

Appendix B. WebSphere Voice Response messages identified by number 257


17971 • 17972

adapter, has detected a failure on the adapter. User response: Interrupts to AIX can be delayed
RTT has sent the WebSphere Voice Response if there are other devices in this system with
device driver a confirmation primitive to an higher interrupt priority. Check if removal of
earlier request. That primitive contains the failure other devices solves the problem. DMA
reason. This error is usually caused by an operations can be delayed if there is a lot of
internal programming error, but it can indicate a DMA activity caused by other adapters, or
hardware problem. The adapter and associated components on the motherboard which have a
packs are no longer usable. This error may be a higher arbitration level than the adapter. This can
symptom of another error that has already been often be solved by moving the adapter to a
reported. different slot, one that is on the primary bus for
this machine type. To see which slots are primary
User response: If this is the only adapter on the
and which are secondary, refer to the manuals
system, the adapter and associated packs are
for your machine.
recycled automatically. If there are two adapters,
the adapter remains in the failed state until you It is also possible that software or firmware
restart WebSphere Voice Response. Check the updates are required. The cause of the problem
error log for errors pointing to an earlier failure can be due to one or more of the following:
of adapter software. If there is a report of v Check the firmware levels if you have a
adapter software failure, you can ignore this pSeries type 7028-6C4. Some versions can
error. If the problem persists, call IBM Support. cause adapter interrupt problems. These were
Severity: Red corrected in Firmware update 3R050405.
v Check that the system is not running a
Destination: Log, System Monitor, Alertable
program that locks out the hardware
interrupts (such as pmcycles).
17971 WebSphere Voice Response failed
to service adapter interrupt fast If the problem persists, call IBM Support.
enough
Severity: Yellow
Explanation: Every 20 milliseconds the adapter:
Destination: Log, System Monitor, Alertable
- Passes voice data to AIX using DMA, so it can
be recorded. - Interrupts AIX so the data can be
processed. - Copies voice data from AIX, using 17972 TDM hardware failure reported
DMA, to transmit on the line. These operations by telephony adapter
must complete within a certain time, or the
packs connected to this adapter will not have Explanation: RTT, the software that runs on the
any data to transmit in this 20ms timeslot. This adapter, has detected a failure on the adapter.
error indicates that one or all of these operations RTT has sent the WebSphere Voice Response
has taken longer than expected, and the pack device driver a confirmation primitive to an
cannot be supplied with voice data for a 20ms earlier request. This primitive contains the failure
period or longer. Small amounts of inbound data reason of RTT_SC4K_ERROR. The error detected
are lost, when recovering from this error, concerns the part of the adapter hardware that
resulting in break-up of recorded messages. interfaces with the TDM bus (SCBus). This error
Outbound data is not lost, but is stalled until it is usually caused by an internal programming
can be played to the caller. While the adapter error, but it can indicate a hardware problem.
recovers from this error, the pack cannot be The adapter and associated packs are no longer
supplied with more voice data, and it plays the usable. This error may be a symptom of another
previous 40ms loop of voice data until the error that has already been reported.
problem has passed. So the outbound voice data User response: If this is the only adapter on the
can sound like stuttering or stammering to the system, the adapter and associated packs are
caller. recycled automatically. If there are two adapters,

258 Problem Determination


17973 • 17977

the adapter remains in the failed state until your pool), or the system running out of mbufs.
restart WebSphere Voice Response. Check the
User response: Make sure that the number of
error log for other errors pointing to an earlier
mbufs available on your system is adequate. Try
failure of the adapter software. If the problem
increasing it to see if this problem persists. Make
persists, call IBM Support.
sure that the system parameter controlling the
Severity: Red number of mbufs in the CCS receive mbuf pool
is large enough. Try increasing it. If the problem
Destination: Log, System Monitor, Alertable
persists, call IBM Support for assistance.
Severity: Red
17973 Telephony adapter driver detected
invalid size on primitive Destination: Log, System Monitor, Alertable
Explanation: The WebSphere Voice Response
device driver has detected that a primitive 17975 Token ring adapter and telephony
(RTT_DMA_DATA_IND) sent by the embedded adapter coexistence warning
software (RTT) on the adapter has an invalid size
Explanation: WebSphere Voice Response has
field. This indicates either a mismatch in versions
detected a token-ring adapter. In some models of
between the device driver (dtdd) and the
pSeries computer token-ring adapters must be in
embedded software (RTT), a data corruption, or
lower-number slots than adapters to avoid
a software programming error. This situation
performance problems when the adapter is
results in interrupts from the adapter being
enabled. The error parameters show adapters are
ignored. If the same problem occurs on
causing this problem.
successive interrupts, the adapter fails, and all
packs connected to it disable their trunks. User response: Shut down your system. Move
the token-ring adapters to lower-number slots
User response: This error is not expected to
than the telephony adapters. Restart your
occur, but if it does, call IBM Support
system. Use the diag -a tool to remove logical
immediately for assistance.
devices where the physical devices have been
Severity: Red moved. If the problem persists, call IBM Support
for assistance.
Destination: Log, System Monitor, Alertable
Severity: Yellow
17974 Telephony adapter driver ran out Destination: Log, System Monitor, Alertable
of CCS receive mbufs
Explanation: The WebSphere Voice Response 17976 UNUSED
device driver has two pools of memory buffers
Explanation: UNUSED
(mbufs) that are used to temporarily store CCS
data when it arrives from the pack. This error User response: UNUSED
indicates CCS data has arrived, but there are no
mbufs in the required pool in which the data can Severity: Red
be held. The CCS data is lost. Signalling Destination: Log, System Monitor, Alertable
transitions carried by the signalling link from the
switch to the CCS signalling process will not be
passed. This failure can be caused by the mbuf 17977 SCBus problem detected by
pool not being large enough to cope with the telephony adapter embedded
amount of CCS receive traffic on this trunk, the software
CCS signalling process not reading data from the Explanation: The embedded software on the
device driver regularly enough (causing a card continually monitors the status of the
build-up of used mbufs, and a drain on the mbuf SCBus, and has detected a problem. The adapter

Appendix B. WebSphere Voice Response messages identified by number 259


17978 • 17980

was writing data to the SCBus. It read back the transmitted by this DTTA over the SCBus may be
data, and compared what was read-back against corrupted.
what was written, to detect corruptions. Such
User response: Check that all devices on the
corruptions were detected. This error is
SCBus are configured correctly. Try re-starting
generated when the first SCBus problem is
the system to check if the problem recurs. Run
detected. The same check is made every 20ms.
diagnostics on the card that reported the
When the problem clears, error 17978 is raised.
problem. Run diagnostics on all other
Possible causes of the problem are: - SCBus cable
SCBus-connected devices. If the problem persists,
- Hardware in the card which detected this
call IBM Support for assistance.
problem - Hardware of other SCBus-connected
devices - Incorrect configuration of other Severity: Green
SCBus-connected devices During the period
between this error being reported, and when the Destination: Log, System Monitor, Alertable
error clears, voice data transmitted by this card
over the SCBus may be corrupted. 17979 Error found by adapter HAL
User response: Check that all devices on the (hardware access layer) or other
SCBus are configured correctly. Try re-starting related software
the system to check if the problem recurs. Run Explanation: One of the software components
diagnostics on the card that reported the which handles the initialization, testing, and
problem. Run diagnostics on all other interface to the telephony adapter has found a
SCBus-connected devices. If the problem persists, problem that is further identified by the two
call IBM Support for assistance. string and three numeric parameters that
Severity: Yellow accompany this error. Possible causes of the
problem are: - Hardware in the adapter that
Destination: Log, System Monitor, Alertable detected this problem - Software installation
errors or problems
17978 SCBus problem cleared by User response: Try re-starting the system to
telephony adapter embedded check if the problem recurs. Run diagnostics on
software the card that reported the problem. If the
problem persists, call IBM Support for assistance.
Explanation: The embedded software on the
adapter card continually monitors the status of Severity: Red
the SCBus. A problem was previously detected,
and reported with error code 17977. The problem Destination: Log, System Monitor, Alertable
has now cleared. The adapter was writing data
to the SCBus. It read back the data, and 17980 A wrap plug is installed in the
compared what was read-back against what was telephony adapter cable socket
written, to detect corruptions. Such corruptions
were detected. Error 17977 is generated when the Explanation: A 36-pin wrap plug is installed in
first SCBus problem is detected. The same check the connector on the backplate. This has
is made every 20ms. The problem has now probably been left in place from some previous
cleared. Possible causes of the problem are: - diagnostic testing, or your cable or card
SCBus cable - Hardware in the adapter that connector may be bad. The Wrap plug prevents
detected this problem - Hardware of other WebSphere Voice Response determining whether
SCBus-connected devices - Incorrect the trunk should be configured as T1 or E1.
configuration of other SCBus-connected devices Possible causes of the problem are: - A wrap
During the period between the error being first plug is installed - Your cable is bad (the one that
reported, and when the error clears, voice data plugs into the adapter) - The connector on your
adapter or the card itself is bad

260 Problem Determination


17981 • 17987

User response: Replace the wrap plug with a system initialization. Possible causes of the
T1 or E1 cable. Replug the cable. Replace the problem are: - There is no SCBus/H.100 cable
cable. If the problem persists, call IBM Support connecting the adapters - There is a cable and it
for assistance. is faulty
Severity: Red User response: Plug an SCBus/H.100 cable.
Replug the cable and make sure that all
Destination: Log, System Monitor, Alertable
connectors are seated correctly. Replace the cable
with a known good T1 or E1 cable. If the
17981 Cable with unknown ID installed problem persists, call IBM Support for assistance.
in telephony adapter
Severity: Red
Explanation: The cable installed in the adapter
Destination: Log, System Monitor, Alertable
has an unknown type. The unknown cable
prevents WebSphere Voice Response determining
whether the trunk should be configured as T1 or 17984 Errors found running ricdiag on
E1. Possible causes of the problem are: - Your telephony adapter
cable is bad (the one that plugs into the adapter)
Explanation: The adapter diagnostics failed
- You have made the cable with an incorrect ID -
during system initialization. Possible causes of
The connector on your adapter or the card itself
the problem are: - A bad DTTA adapter - There is
is bad
no SCBus/H.100 cable connecting the adapters -
User response: Replug the cable. Replace the There is a cable and it is faulty
cable with a known good T1 or E1 cable. If the
User response: Run the tests again. Replace the
problem persists, call IBM Support for assistance.
DTTA adapter. Plug an SCBus/H.100 cable.
Severity: Red Replug the cable and make sure that all
connectors are seated correctly. If the problem
Destination: Log, System Monitor, Alertable
persists, call IBM Support for assistance.
Severity: Red
17982 No cable installed in telephony
adapter Destination: Log, System Monitor, Alertable
Explanation: There does not appear to be a
cable plugged into the telephony adapter. 17986 DTTA adapter could not be reset.
Possible causes of the problem are: - There is no
Explanation: WebSphere Voice Response failed
cable plugged into the adapter - You have a cable
to reset a DTTA adapter.
and it is bad - The connector on your adapter or
the card itself is bad User response: Try restarting WebSphere Voice
Response. Try restarting the pSeries system unit.
User response: Plug the cable. Replug the cable.
If the problem persists, call IBM Support.
Replace the cable with a known good T1 or E1
cable. If the problem persists, call IBM Support Severity: Red
for assistance.
Destination: Log, System Monitor, Alertable
Severity: Red
Destination: Log, System Monitor, Alertable 17987 DTTA adapter could not be
loaded.
17983 Errors found testing SCBus Explanation: WebSphere Voice Response failed
connection to telephony adapter to load microcode onto a DTTA adapter.
Explanation: Clocking or data transfer problems User response: Try restarting WebSphere Voice
have been detected by the SCBus test during

Appendix B. WebSphere Voice Response messages identified by number 261


17988 • 17991

Response. Try restarting the pSeries system unit. Destination: Log, System Monitor, Alertable
Check that all WebSphere Voice Response filesets
are installed. If the problem persists, call IBM
Support.
Severity: Red
Destination: Log, System Monitor, Alertable

17988 DTTA adapter failed to load DSP


microcode
Explanation: WebSphere Voice Response failed
to load DSP microcode onto a DTTA adapter.
User response: Try restarting WebSphere Voice
Response. Try restarting the pSeries system unit.
Check that all WebSphere Voice Response filesets
are installed. If the problem persists, call IBM
Support.
Severity: Red
Destination: Log, System Monitor, Alertable

17990 DTTA trunk type could not be set.


Explanation: WebSphere Voice Response failed
to set the trunk type of a DTTA adapter.
User response: Try restarting the pSeries system
unit. Check that all WebSphere Voice Response
filesets are installed. If the problem persists, call
IBM Support.
Severity: Red
Destination: Log, System Monitor, Alertable

17991 Uncompressed dump of a DTTA


adapter failed.
Explanation: WebSphere Voice Response failed
to perform an uncompressed dump of a failed
DTTA adapter. This dump could have been used
for problem determination purposes. a DTTA
adapter.
User response: Ensure that there is at least
32MB of space in the /home filesystem. Ensure
that the dump file is writeable by dtuser. If the
problem persists, call IBM Support.
Severity: Red

262 Problem Determination


18002 • 18401

VAD (Voice Application Development)


administrator user account are provided.
18002 Cannot receive request from
VAGIO User response: None.
Explanation: The I/O interface is not Severity: White
responsive. This may indicate the system is not
working properly. Destination: Log, System Monitor

User response: Restart the system, if possible. If


the problem persists, call IBM Support. 18201 Database access failed to retrieve
administrator data
Severity: Yellow
Explanation: During the logon process the
Destination: Log, System Monitor retrieval of administrator data from the database
failed.
18004 Notify Appl failed User response: Retry the logon process after a
delay. If the problem persists restart the system.
Explanation: VAGIO could not to send database
If the fails to cure the problem call IBM Support.
requests to DBIM. This probably means that the
system is already in an unusable state. Severity: White
User response: Restart the system. Destination: Log, System Monitor
Severity: Yellow
18400 State symbolic to relative
Destination: Log, System Monitor
translation error
Explanation: When saving a state table, the ID
18015 Malloc failed
of the state could not be found within the
Explanation: An application tried to allocate symbol table.
main storage, but the request failed. This occurs
User response: Have the error log available and
either because the work load on the system is too
call IBM Support.
heavy, causing a shortage of storage, or because
an internal programming error causes allocated Severity: Yellow
storage not to be freed when it is no longer
needed. Destination: Log, System Monitor

User response: Close as many windows as


possible and restart the application.Try the 18401 State relative to symbolic
function again when the work load on the translation error
system has been lightened. If the problem Explanation: When opening a state table, the
persists, have the error log available and call label ID of the relative state (for the state edge)
IBM Support. could not be found in the labels.
Severity: Yellow User response: Have the error log available and
Destination: Log, System Monitor call IBM Support.
Severity: Yellow
18200 Incorrect password Destination: Log, System Monitor
Explanation: An administrator entered an
invalid ID or password. Information about the
display where the logon was tried and the

Appendix B. WebSphere Voice Response messages identified by number 263


19006 • 19028

ACL (Application Connectivity Link)


Destination: Log, System Monitor, Alertable
19006 ACL: error retrieving sysparm
data
19026 ACL: cannot connect to siglib
Explanation: Cannot access or recognize ACL
system parameter data. Explanation: ACL cannot connect to the
signalling library. It therefore cannot perform any
User response: Check that all system
functions. The error code is logged.
parameters for ACL are correct. If they are
correct, call IBM Support. User response: Call IBM Support.
Severity: Red Severity: Red
Destination: Log, System Monitor, Alertable Destination: Log, System Monitor, Alertable

19007 ACL: error opening mpq device 19027 ACL: internal error
Explanation: Cannot open ACL port. If this Explanation: Refer to the error field for more
error is issued at startup, it is fatal. If this error is information. The error field shows the error
issued after recovery from an ACL link failure, returned by the mpq device driver. Possible
check the errno field for the reason. values are: 27 CANNOT_GET_SEM 28
CANNOT_OPEN_DEVICE 29
User response: Check mpq card, port, and
OPEN_PORT_INIT_FAILED 30
switch.
OPEN_ACESS_DENIED 32
Severity: Red CANNOT_POLL_FOR_STATUS 33
CANNOT_GET_MPQ_STATUS 34
Destination: Log, System Monitor, Alertable
CANNOT_START_MPQ 35
MPQ_NOT_STARTED 46 CANNOT_HALT_MPQ
19011 ACL error: data line down 47 CANNOT_CLOSE_MPQ 48
MPQ_NOT_HALTED
Explanation: ACL mpq connection is down.
This error is issued if WebSphere Voice Response User response: Call IBM Support.
receives a cleardown request from the switch.
Severity: Yellow
This is usually caused by the switch becoming
temporarily overloaded. Destination: Log, System Monitor, Alertable
User response: If the ACL link does not recover
within a few minutes, check the ACL cable and 19028 ACL: link failure
the switch setup. If the problem persists, call
Explanation: The ACL link has gone down
IBM Support.
without a cleardown request from the
Severity: White switch.WebSphere Voice Response tries to restart
the link at 30 second intervals.
Destination: Log, System Monitor
User response: If the ACL link does not recover
within a few minutes, check the ACL cable and
19023 ACL: signalling library call failed
the switch setup. If the problem persists, call
Explanation: The ACL or WebSphere Voice IBM Support. Cleared by: 19029
Response signalling library has a problem.
Severity: Yellow
User response: Call IBM Support.
Destination: Log, System Monitor, Alertable
Severity: Red

264 Problem Determination


19029 • 19034

other ACL links to the HICOM are creating an


19029 ACL: link failure has cleared
excessive amount of traffic on the ACL link.
Explanation: The ACL link has been restarted.
Severity: Yellow
This message will normally follow an ACL link
failure (message number 19028). If the ACL link Destination: Log, System Monitor, Alertable
is down for a short time, the ACL link failure
message may not be issued.
19033 ACL: HICOM rejected a request
User response: None. Clears: 19028 to set monitor status.
Severity: Green Explanation: The ACL process tried to set a
monitor by sending a request to the HICOM.
Destination: Log, System Monitor, Alertable
This request was rejected by HICOM as being
invalid.
19030 ACL: cannot access iconv
User response: Check that ACL is running
functions for ASCII to EBCDIC
correctly on the HICOM. Check that the monitor
conversion
(lineid) requested is valid for the HICOM.
Explanation: The ACL process needs access to
Severity: Yellow
the iconv functions to perform conversion
between ASCII and EBCDIC. Destination: Log, System Monitor, Alertable
User response: Install the AIX iconv packages.
19034 ACL: internal error occurred
Severity: Red
during monitor processing
Destination: Log, System Monitor, Alertable
Explanation: The ACL process controls the
setting up of monitors with an internal state
19031 ACL: iconv failed for ASCII to machine. Some sequence of events occurred that
EBCDIC conversion is not permitted by the state machine. There
might not be a monitor setup for this trunk and
Explanation: A call to iconv failed when ACL
channel.
was trying to convert between ASCII and
EBCDIC. User response: Check that the problem can be
reproduced, and take an AIX system trace of the
User response: Ensure that the AIX iconv
problem. Call IBM Support.
packages are installed.
Severity: Yellow
Severity: Red
Destination: Log, System Monitor, Alertable
Destination: Log, System Monitor, Alertable

19032 ACL: repeatedly failed to set


monitor status
Explanation: The ACL process attempted to set
a monitor by sending a request to the HICOM.
This request was rejected by HICOM a number
of times because the HICOM replied that it was
busy. The ACL process gives up after a number
of attempts to set the monitor.
User response: Check that ACL is running
correctly on the HICOM. Check to see if any

Appendix B. WebSphere Voice Response messages identified by number 265


20001 • 20007

CA (Custom Server)

20001 CA entry requested not found 20004 Channel process link count for
this CA is invalid
Explanation: Before building or starting a
custom server, there must be an entry in the CA Explanation: The custom server entry table is
entry table that corresponds to this application. corrupted, and a counter for the number of
Such an entry has not been found, and the action channel process links is invalid.
of building or starting the custom server has
User response: Restart the custom server
been aborted. This occurs only if the CA entry
control program and all the custom servers. If
table has been corrupted, and should not occur
the problem persists, call IBM Support.
during normal operations.
Severity: Yellow
User response: Restart the custom server
control program and all the custom servers. If Destination: Log, System Monitor
the problem persists, call IBM Support.
Severity: Yellow 20005 Channel process link ID returned
is invalid
Destination: Log, System Monitor
Explanation: A request for a channel process
link ID has returned with an invalid ID. An
20002 Attempt to allocate memory failed
invalid ID is one that is greater than the total
Explanation: Some of the subroutines require number of channel processes running, or less
some temporary memory to be allocated. This than zero.
error indicates that the attempt to allocate this
User response: Retry the request for the channel
memory has failed.
process link. Call IBM Support.
User response: Reduce memory usage if
Severity: White
possible.
Destination: Log, System Monitor
Severity: Yellow
Destination: Log, System Monitor
20006 Message to send has been
corrupted
20003 Attempt to get system parameter
Explanation: The message to be sent has been
failed
corrupted. Some messages use shared memory
Explanation: While a custom server was areas, so it is possible for one process to corrupt
starting up, the initialization process could not the data of another process.
obtain a system parameter needed. Your system
User response: Restart the custom server
parameter database could be corrupted.
control program and all the custom servers. If
User response: Try to update the parameters in the problem persists, call IBM Support.
the system parameters. You might try bringing
Severity: Yellow
the system down and doing a recoverDMS. If
this fails, restore your system parameters from Destination: Log, System Monitor
the backup. If the problem persists, call IBM
Support.
20007 Attempt to exec a process failed
Severity: Yellow
Explanation: The AIX subroutine call execl() or
Destination: Log, System Monitor execv() has failed to execute. See the IBM AIX
Version 4.2 Technical Reference: Volume 1.

266 Problem Determination


20008 • 20014

User response: Call IBM Support.


20011 Invalid message received
Severity: Yellow
Explanation: A message has been sent to a
Destination: Log custom server that does not correspond to the
predefined functions handled by this custom
server. This could occur if custom servers are
20008 Attempt to fork process failed stopped and started, and state tables use the
Explanation: The AIX subroutine call fork() has Host Actions improperly. For example, they may
failed to execute. This is most likely to occur attempt to send a message to a custom server
when the maximum number of user processes with a link ID that was never received or is
has been reached. See IBM AIX Version 4.2 invalid.
Technical Reference: Volume 1. User response: Call IBM Support.
User response: Increase the maximum number Severity: White
of user processes allowed by your AIX systems
management. Call IBM Support. Destination: Log
Severity: White
20012 Cannot stop child process
Destination: Log, System Monitor
Explanation: A custom server has used the
CA_Stop_CA() subroutine call, sending as an
20009 Request for all CAs not received argument the name of a server that is not
Explanation: At system initialization, the running.
custom server control program has requested the User response: Check that the custom server is
list of custom servers to start, and the request not running.
has failed or a timeout has occurred. The most
probable cause is that the database needs Severity: White
recovering.
Destination: Log
User response: Recover the database and restart
the system. Call IBM Support.
20013 CA currently being built
Severity: Yellow
Explanation: A request to build a custom server
Destination: Log, System Monitor has been issued while that same custom server is
being built as a result of a previous request.

20010 Environment variable missing User response: Wait until the first build
completion notification is received before
Explanation: The custom server subsystem uses reissuing a build request for the same custom
some of the environment variables provided with server.
the product. If one of them is missing, some
functions within the custom server subsystem Severity: White
cannot execute.
Destination: Log
User response: Set the appropriate value for the
missing environment variable and restart the
20014 Invalid buffer received
system. Call IBM Support.
Explanation: An internal buffer has been
Severity: Yellow
received with invalid contents. This should never
Destination: Log, System Monitor happen. An attempt to recover from the error has
been made.

Appendix B. WebSphere Voice Response messages identified by number 267


20015 • 20019

User response: Try it again. If the problem Destination: Log


persists, call IBM Support.
Severity: Green 20017 Different software versions
detected in custom server
Destination: Log
Explanation: The software version detected in
the custom server application is not the same as
20015 Failed to update length in newly
the version registered in the custom server
created voice message
library. This can result in errors when the custom
Explanation: When a voice message is created server application is run.
using CA_Create_Voice_Msg(), the length of the
User response: Rebuild the custom server
message is updated via UPSERVER. Here, the
application with the current version of
message has been created successfully, but the
WebSphere Voice Response. Alternatively, run the
length has not been updated correctly.
custom server application with the version of
User response: Delete the voice message and WebSphere Voice Response with which the
repeat the process. If the problem persists, call executable was originally built.
IBM Support.
Severity: Yellow
Severity: Yellow
Destination: Log
Destination: Log
20018 Requests already pending on
20016 Custom server function not called custom server at
in initial thread OpenHostServerLink

Explanation: Multi-threaded use of the custom Explanation: The custom server already had at
server library is not supported. Here, a custom least one pending request present, previously
server function has been called from a thread received from the same channel process, before
other than the initial thread. The error is logged OpenHostServerLink was executed. This can
only once for each custom server application result in errors when the custom server
process, when the first out-of-initial-thread application is run, and some shared memory
function call is detected. By default WebSphere buffers might not be freed.
Voice Response runs with the environment
User response: Correct the custom server
variable AIXTHREAD_SCOPE=S. If
program logic. Make sure that every message
AIXTHREAD_SCOPE is changed this error can
that is received using CA_Receive_DT_Msg(),
be issued because of the mapping of user and
and is for a custom server function that has at
kernel threads even though only one user thread
least one input parameter, is followed by a
is used.
CA_Get_DT_Parameters() or is cancelled by a
User response: No action is required unless CA_Send_DT_Error().
there are problems running the custom server. If
Severity: Yellow
custom server functions are called from different
threads in the custom server program, Destination: Log, System Monitor
unexpected results can occur. In this case it will
be necessary to redesign the custom server
20019 Custom server missing or not
program to avoid the problematic thread
executable
interaction. To find which functions use which
threads format a trace with print_trace Explanation: The custom server executable was
-Opid=on,tid=on,cpu=on not found in the required path.
Severity: Yellow User response: Re-install the custom server.

268 Problem Determination


20020 • 20504

Severity: Yellow
20500 Custom server user-defined
Destination: Log, System Monitor log-only alarm
Explanation: The meaning of this error message
20020 Parameter conversion error is defined by the custom server programmer.

Explanation: A parameter received from a state User response: Depends on the custom server.
table cannot be converted to the format required
Severity: White
by the custom server. It may contain invalid
characters or it may be too long to fit the Destination: Log
receiving variable.
User response: Modify the state table to send 20501 Custom server user-defined white
data of the required type and range. It may be alarm
necessary to change the function definition in the
Explanation: The meaning of this error message
custom server.
is defined by the custom server programmer.
Severity: Yellow
User response: Depends on the custom server.
Destination: Log, System Monitor
Severity: White
Destination: Log, System Monitor
20021 Custom server AUTOEXEC
overridden on this SSI node
20502 Custom server user-defined green
Explanation: During WebSphere Voice Response