78 Interactive Voice Response Service

This target represents the IVR (Interactive Voice Response) Service. IVR runs simple call answering programs that administrators can define and customize. The IVR plays messages, transfers calls, searches the user directory, offers simple DTMF menus, and integrates with the Recording Service and Retrieval Service. The IVR Service supports multiple administrator-defined IVR deployments, each of which may specify a behavior for business hours, non-business hours, holidays, and special times that fit none of these categories. When the Routing Service is handed a call, it consults the PBX-Application Clusters call routing map, which contains a mapping of telephone numbers to IVR deployment names. If the call routing map contains a mapping for the originally dialed telephone number, the Routing Service sends the call to the IVR Service. The IVR Service then executes the applicable behavior for the appropriate IVR deployment.

78.1 Interactive Voice Response Instance Resource Usage Metrics

This category includes a set of related metrics that provide you with information about the CPU and memory being used by the Interactive Voice Response Service instance. It provides a snapshot of how the Interactive Voice Response Service instance is performing. If a particular metric is empty, it is likely that the service instance is down and unavailable. Check the Up/Down status metric of the Interactive Voice Response Service instance.

78.1.1 CPU Usage (%)

This metric represents the percentage of the host CPU recorded for this instance of the Interactive Voice Response Service. By default, a critical and warning threshold value is set for this metric. Alerts are generated when threshold values are reached. You can edit the value for a threshold as required.

Metric Summary

The following table shows how often the metric's value is collected and compared against the default thresholds. The 'Consecutive Number of Occurrences Preceding Notification' column indicates the consecutive number of times the comparison against thresholds should hold TRUE before an alert is generated.

Table 78-1 Metric Summary Table

Target Version	Evaluation and Collection Frequency	Upload Frequency	Operator	Default Warning Threshold	Default Critical Threshold	Consecutive Number of Occurrences Preceding Notification	Alert Text
All Versions	Every 5 Minutes	After Every Sample	>	70	75	2	CPU utilization of Interactive Voice Response Instance, %target% (%Name%), is %value%%%

Multiple Thresholds

For this metric you can set different warning and critical threshold values for each "Name" object.

If warning or critical threshold values are currently set for any "Name" object, those thresholds can be viewed on the Metric Detail page for this metric.

To specify or change warning or critical threshold values for each "Name" object, use the Edit Thresholds page. See Editing Thresholds for information on accessing the Edit Thresholds page.

User Action

You can use this metric to determine if the Interactive Voice Response Service instance is using the most CPU on your system, thereby leading to high end-user response times. If the service instance is consuming a large amount of CPU, consider changing the configuration settings to reduce the CPU consumption. To investigate the cause of the CPU consumption, check for alerts that may have been generated by the following: the Interactive Voice Response Service instance, the Voicemail and Fax Application that this Interactive Voice Response Service instance is a member of (check the status of dependent components - Internet Directory, Telephony Server), or the host computer.

78.1.2 Instance Number

This metric is for internal use only.

Metric Summary

The following table shows how often the metric's value is collected.

Target Version	Collection Frequency
All Versions	Every 5 Minutes

78.1.3 Memory Usage (%)

This metric shows you the percentage of host memory being used by the Interactive Voice Response Service instance. By default, a critical and warning threshold value is set for this metric column. Alerts are generated when threshold values are reached. You can edit the value for a threshold as required.

Metric Summary

The following table shows how often the metric's value is collected and compared against the default thresholds. The 'Consecutive Number of Occurrences Preceding Notification' column indicates the consecutive number of times the comparison against thresholds should hold TRUE before an alert is generated.

Table 78-2 Metric Summary Table

Target Version	Evaluation and Collection Frequency	Upload Frequency	Operator	Default Warning Threshold	Default Critical Threshold	Consecutive Number of Occurrences Preceding Notification	Alert Text
All Versions	Every 5 Minutes	After Every Sample	>	80	90	2	Memory utilization of Interactive Voice Response Instance, %target% (%Name%), is %value%%%

Multiple Thresholds

For this metric you can set different warning and critical threshold values for each "Name" object.

If warning or critical threshold values are currently set for any "Name" object, those thresholds can be viewed on the Metric Detail page for this metric.

To specify or change warning or critical threshold values for each "Name" object, use the Edit Thresholds page. See Editing Thresholds for information on accessing the Edit Thresholds page.

User Action

You can use this metric to determine if this Interactive Voice Response Service instance is using the most memory on your system and leading to high end-user response times. If the service instance is consuming a large amount of memory, consider changing the configuration settings to reduce memory consumption. To investigate the cause of the memory consumption, check for alerts that may have been generated by the following: the Interactive Voice Response Service instance, the Voicemail and Fax Application that this Interactive Voice Response Service instance is a member of (check the status of dependent components - Internet Directory, Telephony Server), or the host computer.

78.1.4 Memory Usage (MB)

This metric represents the memory usage (in megabytes) for the Interactive Voice Response Service instance.

Metric Summary

The following table shows how often the metric's value is collected.

Target Version	Collection Frequency
All Versions	Every 5 Minutes

User Action

Compare this metric with Memory Usage (%), which measures the percentage of host memory being used by the Interactive Voice Response Service instance.

78.1.5 Process ID

This metric is for internal use only.

Metric Summary

The following table shows how often the metric's value is collected.

Target Version	Collection Frequency
All Versions	Every 5 Minutes

78.1.6 Start Time (ms since epoch)

This metric is for internal use only.

Metric Summary

The following table shows how often the metric's value is collected.

Target Version	Collection Frequency
All Versions	Every 5 Minutes

78.1.7 Status

This metric provides information about the Up/Down status of the Interactive Voice Response Service instance and alerts you when the Interactive Voice Response Service instance is down. If the status is down, it could mean that the service instance is in the process of starting up, or it is not responding to process management heartbeat checks. By default, a critical threshold value is set for this metric. Alerts are generated when threshold values are reached. You can edit the value for a threshold as required.

Metric Summary

The following table shows how often the metric's value is collected and compared against the default thresholds. The 'Consecutive Number of Occurrences Preceding Notification' column indicates the consecutive number of times the comparison against thresholds should hold TRUE before an alert is generated.

Table 78-3 Metric Summary Table

Target Version	Evaluation and Collection Frequency	Upload Frequency	Operator	Default Warning Threshold	Default Critical Threshold	Consecutive Number of Occurrences Preceding Notification	Alert Text
All Versions	Every 5 Minutes	After Every Sample	=	Not Defined	0	1	Interactive Voice Response Instance, %target% (%Name%), is down

Multiple Thresholds

For this metric you can set different warning and critical threshold values for each "Name" object.

If warning or critical threshold values are currently set for any "Name" object, those thresholds can be viewed on the Metric Detail page for this metric.

To specify or change warning or critical threshold values for each "Name" object, use the Edit Thresholds page. See Editing Thresholds for information on accessing the Edit Thresholds page.

User Action

You can restart the Interactive Voice Response Service by selecting the Interactive Voice Response Service target and clicking on the Restart button on the Oracle Voicemail and Fax Home page. To investigate why the instance is down, check for alerts that may have been generated by the following: the Interactive Voice Response Service instance, the Voicemail and Fax Application that this Interactive Voice Response Service instance is a member of (check for dependent component status - Internet Directory, Telephony Server), the central agent on the host computer, or the host computer.

78.1.8 Up Time (ms)

This metric is for internal use only.

Metric Summary

The following table shows how often the metric's value is collected.

Target Version	Collection Frequency
All Versions	Every 5 Minutes

78.2 Interactive Voice Response Service Resource Usage Metrics

This category includes a set of related metrics that provide you with information about the CPU and memory being used by the Interactive Voice Response Service. It provides a snapshot of how the Interactive Voice Response Service instances are performing. If a particular metric is empty, it is likely that an Interactive Voice Response Service instance is down and unavailable. Check the Up/Down status metric for all the Interactive Voice Response Service instances.

78.2.1 CPU Usage (%)

This metric represents the percentage of the host CPU recorded for all the instances of the service. By default, a critical and warning threshold value is set for this metric. Alerts are generated when threshold values are reached. You can edit the value for a threshold as required.

Metric Summary

The following table shows how often the metric's value is collected and compared against the default thresholds. The 'Consecutive Number of Occurrences Preceding Notification' column indicates the consecutive number of times the comparison against thresholds should hold TRUE before an alert is generated.

Table 78-4 Metric Summary Table

Target Version	Evaluation and Collection Frequency	Upload Frequency	Operator	Default Warning Threshold	Default Critical Threshold	Consecutive Number of Occurrences Preceding Notification	Alert Text
All Versions	Every 5 Minutes	After Every Sample	>	70	75	2	CPU utilization of Interactive Voice Response Service, %target%, is %value%%%

User Action

You can use this metric to determine if the Interactive Voice Response Service is using the most CPU on your system, thereby leading to high end-user response times. If the Interactive Voice Response Service is consuming a large amount of CPU, consider changing the configuration settings to reduce the CPU consumption. To investigate the cause of the CPU consumption, check for alerts that may have been generated by the following: the specific instances of the Interactive Voice Response Service, the Voicemail and Fax Application that this Interactive Voice Response Service is a member of (check the status of dependent components - Internet Directory, Telephony Server), or the host computer.

78.2.2 Memory Usage (%)

This metric shows you the percentage of host memory being used by the service. By default, a critical and warning threshold value is set for this metric column. Alerts are generated when threshold values are reached. You can edit the value for a threshold as required.

Metric Summary

The following table shows how often the metric's value is collected and compared against the default thresholds. The 'Consecutive Number of Occurrences Preceding Notification' column indicates the consecutive number of times the comparison against thresholds should hold TRUE before an alert is generated.

Table 78-5 Metric Summary Table

Target Version	Evaluation and Collection Frequency	Upload Frequency	Operator	Default Warning Threshold	Default Critical Threshold	Consecutive Number of Occurrences Preceding Notification	Alert Text
All Versions	Every 5 Minutes	After Every Sample	>	80	90	2	Memory utilization of Interactive Voice Response Service, %target%, is %value%%%

User Action

You can use this metric to determine if the Interactive Voice Response Service is using the most memory on your system and leading to high end-user response times. If the Interactive Voice Response Service is consuming a large amount of memory, consider changing the configuration settings to reduce memory consumption. To investigate the cause of the memory consumption, check for alerts that may have been generated by the following: the Interactive Voice Response Service instances, the Voicemail and Fax Application that this Interactive Voice Response Service is a member of (check the status of dependent components - Internet Directory, Telephony Server), or the host computer.

78.2.3 Memory Usage (MB)

This metric represents the memory usage (in megabytes) for the service.

Metric Summary

The following table shows how often the metric's value is collected.

Target Version	Collection Frequency
All Versions	Every 5 Minutes

User Action

Compare this metric with Memory Usage (%), which measures the percentage of host memory being used by the Interactive Voice Response Service.

78.2.4 Start Time (ms since epoch)

This metric is for internal use only.

Metric Summary

The following table shows how often the metric's value is collected.

Target Version	Collection Frequency
All Versions	Every 5 Minutes

78.2.5 Status

This metric provides information about the Up/Down status of the Interactive Voice Response Service. The Interactive Voice Response Service shows a status of Down when all configured instances for this service are down.

Metric Summary

The following table shows how often the metric's value is collected.

Target Version	Collection Frequency
All Versions	Every 5 Minutes

User Action

You can restart the Interactive Voice Response Service by selecting the Interactive Voice Response Service target and clicking on the Restart button on the Oracle Voicemail and Fax Home page. To investigate why the service is down, check for alerts that may have been generated by the following: the Interactive Voice Response Service, specific instances of the Interactive Voice Response Service, the Voicemail and Fax Application that this Interactive Voice Response Service is a member of (check for dependent component status - Internet Directory, Telephony Server), the central agent on the host computer, or the host computer.

78.2.6 Total Instances

This metric is for internal use only.

Metric Summary

The following table shows how often the metric's value is collected.

Target Version	Collection Frequency
All Versions	Every 5 Minutes

78.2.7 Up Time (ms)

This metric is for internal use only.

Metric Summary

The following table shows how often the metric's value is collected.

Target Version	Collection Frequency
All Versions	Every 5 Minutes

78.3 Interactive Voice Response Service Response

This category contains metrics that provide information about the Up/Down status of the Interactive Voice Response Service.

78.3.1 Status

This metric provides information about the Up/Down status of the Interactive Voice Response Service and alerts you when the Interactive Voice Response Service is down. The Interactive Voice Response Service shows a status of Down when all configured instances for this service are down. By default, a critical threshold value is set for this metric. Alerts are generated when threshold values are reached. You can edit the value for a threshold as required.

Metric Summary

The following table shows how often the metric's value is collected and compared against the default thresholds. The 'Consecutive Number of Occurrences Preceding Notification' column indicates the consecutive number of times the comparison against thresholds should hold TRUE before an alert is generated.

Table 78-6 Metric Summary Table

Target Version	Evaluation and Collection Frequency	Upload Frequency	Operator	Default Warning Threshold	Default Critical Threshold	Consecutive Number of Occurrences Preceding Notification	Alert Text
All Versions	Every 5 Minutes	After Every Sample	=	Not Defined	0	1	Interactive Voice Response Service, %target%, is down

User Action

You can restart the Interactive Voice Response Service by selecting the Interactive Voice Response Service target and clicking on the Restart button on the Oracle Voicemail and Fax Home page. To investigate why the service is down, check for alerts that may have been generated by the following: the Interactive Voice Response Service, specific instances of the Interactive Voice Response Service, the Voicemail and Fax Application that this Interactive Voice Response Service is a member of (check for dependent component status - Internet Directory, Telephony Server), the central agent on the host computer, or the host computer.