A Troubleshooting

This chapter contains problems you may encounter as you administer your Oracle Voicemail & Fax system and solutions to those problems.

Log Files

The following are the log files for each Oracle Voicemail & Fax service and their location:

Table A-1 Oracle Voicemail & Fax Log Files

Oracle Voicemail & Fax Service	Log File Location and Name
Call Transfer	%ORACLE_HOME%\um\log\TransferProcess
Fax Receiving	%ORACLE_HOME%\um\log\FaxInProcess
IVR (Interactive Voice Response)	%ORACLE_HOME%\um\log\IVRProcess
Message Delivery Monitor	%ORACLE_HOME%\um\log\MsgDeliveryMonProcess
Message Recovery	%ORACLE_HOME%\um\log\MsgRecoveryProcess
Message Waiting Indicator	%ORACLE_HOME%\um\log\MWIProcess
Recording	%ORACLE_HOME%\um\log\RecordingProcess
Retrieval	%ORACLE_HOME%\um\log\RetrievalProcess
Routing	%ORACLE_HOME%\um\log\RoutingProcess
SMDI (Simplified Message Desk Interface) Monitor	%ORACLE_HOME%\um\log\SMDIMonProcess
Telephony Monitor	%ORACLE_HOME%\um\log\TelephonyMonitorProcess

There is a log file for each Oracle Voicemail & Fax service that writes status or trace information as it processes transactions for that particular service. The log level can be set globally (Voicemail & Fax), at the application level (Voicemail & Fax Application), and at the service level. To set the log level, navigate to the administration page for the appropriate level in the hierarchy. For example, to change the log settings for the Recording Service, navigate to the Recording Service and click the Administration tab. The log level is set for each service, and any service-level settings override any other log settings.

By default, the log level is set to NOTIFICATION which reports all errors and warnings. When you are trying to track a problem, set the log level to NOTIFICATION. The TRACE log level is rarely used because it generally produces too much information. It should not be used during normal business operations because it can affect process performance. See "Log Parameters" for more information on the log levels. The default maximum size of a log file is 500,000 bytes. The log file, log.xml is the file that the logs are being written to. When this log file approaches the maximum log file size, it is renamed log1.xml and log entries continue to be written to log.xml. As the log file gets filled up, the historical log files keep incrementing so that log1.xml is the oldest log file, followed by log2.xml, and so on. The default for the maximum number of log files is 10 log files. When the maximum number of files is reached, the oldest log file is deleted.

Viewing the Log Files

You can view the Oracle Voicemail & Fax log files from the Collaboration Suite Control.

1. Log into the host where Oracle Voicemail & Fax is installed.

2. Click the name of the Oracle Voicemail & Fax standalone instance which takes you to the home page for the Oracle Collaboration Suite instance of Oracle Voicemail & Fax.

3. Click the Logs link at the top right corner of the page.

4. In the View Logs page, select Voice Mail and Fax from the Available Components List and click the Move link.

5. Click Search.

   The page refreshes with a list of all Oracle Voicemail & Fax logs.

6. Click the log file you want to view.

   The contents of the log file are displayed in reverse chronological order, with the most recent entries displayed first. The first 100 entries in the log file are displayed. If there are more than 100 entries, use a text editor to view the additional entries in the log file.

Alternatively, you can click the name of the log file and view it in a text editor such as Notepad. The log entries appear within XML tags and the message text of the log entry appears within the <MSG_TXT> tag.

Search through the log file for any error messages and the related cause and solution. If you are unable to resolve the error, report the problem to Oracle Support Services.

Registering Oracle Voicemail & Fax Targets

When you install Oracle Voicemail & Fax, the Oracle Voicemail & Fax targets are registered in Oracle Management Service. If Oracle Management Service is not running when you install Oracle Voicemail & Fax, the targets are not registered and will not appear in Enterprise Manager Grid Control. Therefore, you will need to manually create the Oracle Voicemail & Fax group.

To create the Oracle Voicemail & Fax group:

1. Log in to Enterprise Manager Grid Control.

2. Click the All Targets subtab.

3. In the Add list, select Collaboration Suite Component, and click Go.

4. Select Voicemail & Fax (10.1.1.0.2) from the list, and click Continue.

5. On the Create Collaboration Suite Component: Properties page, enter the values for the required fields. Click Help for information on the fields.

   Note:

   Name must be the same name that you provided on the configuration screens for the Oracle Voicemail & Fax group.

6. You can verify that the connection to Oracle Internet Directory by clicking Test.

7. Click Finish.

   A confirmation message appears confirming that the target has been created.

After creating the Oracle Voicemail & Fax group, you must register the PBX-Application Cluster with Oracle Management Service in order to view the target and its subcomponents. Refer to"Registering the PBX-Application Cluster" for the procedure to register the PBX-Application Cluster.

Calls Not Handed Off to Routing Service

If calls are not being handed off to the Routing Service and you have verified that the Routing Service is up, check the log file for the Routing Service. If you see "NTLM Authentication Error" in the log file, then it means that the NetMerge services are not being started with the correct user ID.

For security reasons, the Intel NetMerge services and the Oracle Voicemail & Fax application are both started using the same user ID. By default, they are started under the user ID that was used to install NetMerge. The assumption is that the same user ID was used to install both NetMerge and Oracle Voicemail & Fax. If this is not the case, then the NetMerge user must be changed to match the username used to install Oracle Voicemail & Fax.

To change the Intel NetMerge user:

1. Navigate to the Microsoft Windows Services Panel and double-click Intel Netmerge Converged Communications Server.

2. In the Properties window, click the Logon tab.

3. In the Logon pane, select This account.

4. You can either change the existing username and password to match the Oracle Voicemail & Fax username and password, or you can add a username and password that matches that used to install Oracle Voicemail & Fax.

Message Delivery Time Metrics

If the Message Delivery Time metrics do not appear on the performance page graphs, there are several possible causes:

• Verify that the Message Delivery Monitor Service is running:

  1. Navigate to the home page for the Message Delivery Monitor Service.

  2. In the General section of the home page, check to see that the status of the service is Up.

• Verify that the Message Delivery Monitor Service is sending data:

  1. From the Message Delivery Monitor Service home page, click the All Metrics link.

  2. On the All Metrics page, click Message Delivery Monitor Service Performance Metrics.

  3. Verify that the Average Message Delivery Time is not zero.

  If the Average Message Delivery Time is 0, then check the Message Delivery Monitor Service log files, and verify that the msgDelivery_user was created during installation.

• Verify that the msgDelivery_user has been created using one of the following methods:

  • Log in to Oracle Internet Directory Self-Service Console and verify that the msgDelivery_user has been created.

  • Check the Message Delivery Monitor log files and verify that the msgDelivery_user was created.

  If the user does not exist, create the msgDelivery_user public user. After you create the user, you must restart the Message Delivery Monitor Service so that the required steps are completed for the message delivery time metrics to be generated and collected. See"Managing Processes Using opmnctl" for more information on restarting the service.

Registering the PBX-Application Cluster

Occasionally, during the Oracle Voicemail & Fax installation process, the Oracle Universal Installer is unable to connect to the Enterprise Manager Grid Control and it may fail to create the PBX-Application Cluster target in the Oracle Management Service. When this occurs, the PBX-Application Cluster does not appear as a target in the Components table, and you must register the PBX-Application Cluster in Enterprise Manager.

To register the PBX-Application Cluster in Enterprise Manager:

1. Navigate to the Voicemail & Fax administration page.

2. In the Tasks list, click the Go To Task icon for the Register PBX-Application Cluster task.

   A list of the unregistered PBX-Application Clusters appears.

3. Select the PBX-Application Cluster from the list and click OK.

4. Check to see that the PBX-Application Cluster appears in the Components table.

Listening to Voicemail Attachments

End users must have a media player that can play WAVE (.wav) files. Many popular media players such as Windows Media Player support WAVE files. If an end user is unable to open the WAVE attachment, check to see if they have a media player installed that supports WAVE files.