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ALM0001 - IVR File Synchronization error

November 7, 2018, 7:36 pm
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Article ID: 51343 - Last Review: November 8, 2018

DESCRIPTION

An alarm 0001 will present itself when the sync of a prompt or workflow fails to be downloaded to any of the remote IVR servers. The alarm will display the name of the prompt or workflow as well as the server that failed to download the file.

SEVERITY

Major

IMPACT

Audio files will not be able to play from the remote VWM server resulting in a poor customer experience.

TROUBLESHOOTING STEPS

  1. Open YourSite Explorer and go to the Servers page.  Ensure that the remote IVR server is listed correctly.
  2. Attempt to save the file a second time.
  3. In YourSite Explorer click the Tools tab at the top and then click Re-synchronize clients.  This will attempt to force a download of all files since the last completed synchronization.


APPLIES TO

CCM/VWM/IVR

Keywords: ALM0001
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ALM0003 - IVR Port Out Of Service

November 7, 2018, 7:38 pm
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Article ID: 51345 - Last Review: November 8, 2018

DESCRIPTION

Ports will go out of service for the following reasons:

  • The port is in use by another application.  In this case will port will keep alternating between in and out of service.
  • MiAUDIO Lost connection to the PBX due to network issue.  In this case you will see that all ports will be out of service.
  • The port is not programmed right on the PBX.
  • During heavy call traffic some of the ports will go out of service, Mitel is currently working on this issue.

SEVERITY

Major

IMPACT

VWM will not be processing calls if the port is out of service. 



TROUBLESHOOTING STEPS

  1. There is a form on the ESM that shows the IP address of the PC using the port in order to find out where is the application that is hijacking the port.
  2. UAC must be disabled and appropriate firewall exceptions made for MiAUDIO.
  3. Ensure connectivity to the PBX is possible, either by pinging the controller or by reaching the ESM web configuration via it's IP
  4. Ensure the port has been programmed as a 5020IP set, and it's service type within User and Devices is set to Trusted. Also verify the MAC address has been populated accordingly, for example:
    • Port 1221 will have a MAC address of A1:21:00:00:12:21
    • Port 778965 will have a MAC address of A1:21:00:77:89:65:66 


APPLIES TO

CCM/VWM 

Keywords: ALM0003
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ALM0006 - Invalid Callback Destination

November 7, 2018, 7:40 pm
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Article ID: 51348 - Last Review: November 8, 2018

DESCRIPTION

This will happen when the number dialed to offer the callback does not exist on the switch or the class of service is invalid.

SEVERITY

Minor

IMPACT

A customer who is expecting a callback will not recieve one.

TROUBLESHOOTING STEPS

This issue is usually due to what the customer entered for their phone number. There are a couple of things to check for:

1. Check the IvrOutbound logs found in [INSTALL DIRECTORY]\CCM\Logs\ to ensure that there is no error reported by the PBX.
2. Ensure that the dialable exists in the YourSite Explorer as well as the PBX .

 

APPLIES TO

CCM 

Keywords: ALM0006
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ALM0009 - Mitai Congestion Errors

November 7, 2018, 7:43 pm
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Article ID: 51351 - Last Review: November 8, 2018

DESCRIPTION

This alarm is triggered when the collector service detects Mitai Congestion Errors coming from the PBX.

You can adjust the threshholds for Minor, Major, and Critical alarms.  When doing so, the number chosen is the number of MiTAI Congestion Errors reported before that threshold triggers.


SEVERITY

Minor/Major/Critical thresholds are configured in YourSite Explorer.


IMPACT

Congestion errors indicate a MiTAI communication problem between the MiCC server and the MiVB.  This could cause ICC commands or API commands to fail.


TROUBLESHOOTING STEPS

Mitel has put a lot of work into recovering from Mitai congestion errors, but if your business is impacted by this, it would be best to obtain a client side support package, a server side support package and contact support for investigation. 



APPLIES TO

CCM 

Keywords: ALM0009
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ALM0011 - Service Unavailable

November 7, 2018, 7:47 pm
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Article ID: 51353 - Last Review: November 8, 2018

DESCRIPTION

This alarm means that a service is failing to respond in an expected manner.

NOTE: In MiContact Center version 6 this alarm code was used as a minor severity.  "Service restart detected" to indicate that a service had restarted unexpectedly.

SEVERITY

Major

IMPACT

Variable, depending on the affected service.

TROUBLESHOOTING STEPS

  1. Check the logs or event viewer for the service in question for more information as to why it is misbehaving.


APPLIES TO

CCM 

Keywords: ALM0011
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ALM0013 - Low disk space

November 7, 2018, 7:50 pm
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Article ID: 51355 - Last Review: November 8, 2018

DESCRIPTION

This alarm means that the C: has low disk.  This can cause Windows to behave very badly if it can't get the space it needs for the swap file.

SEVERITY

Major

IMPACT

Low hard drive space may be problematic on many levels.

TROUBLESHOOTING STEPS

  1. Run disk cleanup to try to free space.  If that doesn't free up enough, scan the disk with WinDirStat to identity what's taking the space and take corrective action.

APPLIES TO

CCM 

Keywords: ALM0013
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ALM0027 - Media Server Offline

November 7, 2018, 7:59 pm
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Article ID: 51369 - Last Review: November 8, 2018

DESCRIPTION

This alarm indicates that the Enterprise server is not logged in to the media server.

SEVERITY

Critical

IMPACT

No connection to the media server, so no ICC controls are available and collection is not currently happening.

TROUBLESHOOTING STEPS

Check the event viewer (Start > Run > type eventvwr), check the logs or verify this knowledgebase article.



APPLIES TO

CCM 

Keywords: ALM0027
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ALM0039 - IVR Calls Forwarded

November 7, 2018, 8:03 pm
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Article ID: 51383 - Last Review: November 8, 2018

DESCRIPTION

This alarm indicates that calls are being forwarded and not hitting the VWM ports.

SEVERITY

Minor

IMPACT

The calls are being forwarded and not getting to the VWM ports. They will not reach the callflow.

TROUBLESHOOTING STEPS

The Class of Service mapped to that Media Server has call forwarding on. In order to resolve the issue, please disable the Call forwarding option of the Class of Service that you are using for the affected ports.



APPLIES TO

CCM 

Keywords: ALM0039
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ALM0119 - Windows Search Service is not started

November 7, 2018, 9:48 pm
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Article ID: 51933 - Last Review: November 8, 2018

DESCRIPTION

This alarm is thrown if we detect that the Windows Search Service is not started or properly responding. 



SEVERITY

Major



IMPACT

If the Windows Search Service is not running and responding you will be unable to search any fields (inbox, sent items, etc.) inside the Ignite client.  If the Windows Search service remains in this state for long, all email routing will stop.

NOTE: As of MiContact Center Business 8.0 and newer, this alarm no longer applies.



TROUBLESHOOTING STEPS

In the Services control panel, try to restart the Windows Search service.



APPLIES TO

7.X only. 

Keywords: ALM0119 windows search service ignite

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ALM0124 - Items in the mail server Failed folder

November 7, 2018, 9:51 pm
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Article ID: 52092 - Last Review: November 8, 2018

DESCRIPTION

This alarm indicates that at least one email is in the failed folder on the mail server. This will happen when the Media Routing service is unable to save an email to the local disk. This could either mean there is something wrong with the email that isn't being handled properly or it could be a problem with the server (eg. Out of hard drive space; permission issue). 



SEVERITY

Major



IMPACT

The messages currently in the Failed folder will not be processed. 



TROUBLESHOOTING STEPS

1. If new emails are being processed after this alarm was triggered, it was probably an issue with the email specifically.  Contact support if there is an issue with a specific email.

2. If there are no emails being processed then the system is experiencing more serious problems.  Check for hard disk errors, and lack of free space.  Once any system errors are corrected, you'll have to move the emails from the Failed folder back to the Inbox folder before they will be processed. 



APPLIES TO

7.0 and newer

Keywords: ALM0124 items mail server failed folder

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