| Oracle® Voicemail & Fax Administrator's Guide 10g Release 1 (10.1.2.4.1) Part Number B25458-03 |
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View PDF |
| Oracle® Voicemail & Fax Administrator's Guide 10g Release 1 (10.1.2.4.1) Part Number B25458-03 |
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View PDF |
This appendix discusses problems you may encounter as you administer your Oracle Voicemail & Fax system, and provides solutions to those problems. The appendix discusses the following topics:
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See Also: Note 416319.1 on http://www.metalink.com for information discovered after this document was published. |
Table A-1 lists 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 |
|---|---|
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Call Transfer |
%ORACLE_HOME%\um\log\CallTransferService |
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Fax Receiving |
%ORACLE_HOME%\um\log\FaxReceiving Service |
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IVR (Interactive Voice Response) |
%ORACLE_HOME%\um\log\InteractiveVoiceResponseService |
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Message Delivery Monitor |
%ORACLE_HOME%\um\log\MessageDeliveryMonitorService |
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Message Recovery |
%ORACLE_HOME%\um\log\MessageRecoveryService |
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Message Waiting Indicator |
%ORACLE_HOME%\um\log\MWIService |
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Recording |
%ORACLE_HOME%\um\log\RecordingService |
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Retrieval |
%ORACLE_HOME%\um\log\RetrievalService |
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Routing |
%ORACLE_HOME%\um\log\RoutingService |
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Telephony Monitor |
%ORACLE_HOME%\um\log\TelephonyMonitorService %ORACLE_HOME%\um\log\TelephonyMonitorService\Containers %ORACLE_HOME%\um\log\TelephonyMonitorService\OracleTelephonyServer |
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 standard 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 to which the logs are being written. 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.
The Telephony Monitor directory contains additional logs for the Oracle Telephony Server and Container System. The Oracle Telephony Server logs describe system low-level interactions with Host Media Processing (HMP) Software. The Container logs describe low-level operations relative to file system and database manipulation.
You can view the Oracle Voicemail & Fax log files from the Collaboration Suite Control.
Log in to the host where Oracle Voicemail & Fax is installed.
Click the name of the Oracle Voicemail & Fax standalone instance that takes you to the home page for the Oracle Collaboration Suite instance of Oracle Voicemail & Fax.
Click the Logs link at the top right-hand corner of the page.
In the View Logs page, select Voice Mail and Fax from the Available Components List and click the Move link.
Click Search.
The page refreshes with a list of all Oracle Voicemail & Fax logs.
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 Microsoft 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.
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:
Log in to Enterprise Manager Grid Control.
Click the All Targets subtab.
In the Add list, select Collaboration Suite Component, and click Go.
Select Voicemail & Fax (10g) from the list, and click Continue.
On the Create Collaboration Suite Component: Properties page, enter the values for the required fields. Click Help for information on the fields.
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Note: The Name field must be the same name that you provided on the configuration screens for the Oracle Voicemail & Fax group during the installation of Oracle Voicemail & Fax. |
You can verify that the connection to Oracle Internet Directory by clicking Test.
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.
If you experience errors starting the TelephonyMonitorService, try checking the following:
HMP: Check that HMP is running. To do this, look at the "HMP Configuration Manager - DCM" to see if the system is enabled, and also check the "HMP License Manager" to see if the correct, unexpired license is in use with the correct number of devices enabled for voice and fax.
opmn.xml: Check that the process is enabled in %ORACLE_HOME%\opmn\conf\opmn.xml.
Oracle Telephony Server configuration: Check the following configuration files under %ORACLE_HOME%\um\ojtapi\config:
sc_vsto.cfg: Check that database information in this file is correct.
services.cfg: Check that RoutingService is listed (syntax: servicename=RoutingService), unless you want to run SimpleAnswerDemo or pass to another service first.
LDAP: Check that the Oracle Collaboration Suite backend is up and running.
The SimpleAnswerDemo is useful for testing that HMP and the OracleTelephonyServer are running properly before starting other Oracle Voicemail & Fax processes (such as RoutingService).
To run SimpleAnswerDemo:
Make sure servicename=SimpleAnswerDemo is the first line in %ORACLE_HOME%\um\ojtapi\config\services.cfg.
Do one of the following:
If the TelephonyMonitorService is already running, run %ORACLE_HOME%\um\ojtapi\sample\SimpleAnswerDemo.bat
Otherwise, run %ORACLE_HOME%\um\ojtapi\sample\SimpleAnswerDemo-LaunchServer.bat. This second command shuts down any existing instance of the OracleTelephonyServer and start a new one to run SimpleAnswerDemo.
If calls are not being passed to the Routing Service, do the following:
Check that both TelephonyMonitorService and RoutingService are running. If TelephonyMonitorService service is not running, follow the steps for troubleshooting it, as described in the previous section.
Check that calls are coming into the system. Make sure that HMP is running (as described in the previous section) and that the desired number of devices are enabled in the HMP License Manager. You can also run SimpleAnswerDemo and call into the system to see if it answers the call. You should hear a welcome message and then a goodbye.
Open %ORACLE_HOME%\um\ojtapi\config\services.cfg and check that servicename=RoutingService is the first running service in the list. There could be one or more services in the list.
If the Message Delivery Time metrics do not appear on the performance page graphs, follow these steps to determine the cause:
Verify that the Message Delivery Monitor Service is running:
Navigate to the home page for the Message Delivery Monitor Service.
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:
From the Message Delivery Monitor Service home page, click the All Metrics link.
On the All Metrics page, click Message Delivery Monitor Service Performance Metrics.
Verify that the Average Message Delivery Time is not zero.
If the Average Message Delivery Time is zero, 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.
Occasionally, during the Oracle Voicemail & Fax installation process, 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 Oracle Enterprise Manager.
To register the PBX-Application Cluster in Oracle Enterprise Manager:
Navigate to the Voicemail & Fax administration page.
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.
Select the PBX-Application Cluster from the list and click OK.
Check to see that the PBX-Application Cluster appears in the Components table.
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.
In the VoIP environment, Oracle Voicemail & Fax needs a SIP Server Address to complete call transfers. Make sure the first IP listed under SIP Server Addresses on the PBX Administration page in Enterprise Manager is the correct IP for handling call transfers. Call transfer is always done using the first IP in the list.
