VG 7.2 Tools System Reference Guide

VoiceGenie 7.2

Tools

System Reference Guide

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Tools System Reference Guide 3

Document Version: 09-2007

Tools — System Reference Guide 5

Chapter 1 Introduction .................... ............ .................... ................................ ........7

Chapter 2 Log Agent .................... ................................ ............ .................... ...........92.1 Directory Structure.................... ................................ ..........................92.2 Configuration .................... ................................ ................................ ..9

2.2.1 Common .................... ................................ ...............................102.2.2 Call Analyst.................... ................................ ...........................102.2.3 Quality Advisor.................... ................................ ......................11

2.3 Common Issues .................... ................................ ...........................132.3.1 I’m not receiving any statistics.................... ...............................132.3.2 I’m not receiving call logs .................... ................................ ......14

Chapter 3 Log Monitor .................... ............ .................... ................................ ......153.1 Directory Structure.................... ................................ ........................153.2 Configuration .................... ................................ ................................16

3.2.1 Common .................... ................................ ...............................163.2.2 Call Analyst.................... ................................ ...........................163.2.3 Quality Advisor.................... ................................ ......................17

3.3 Common Issues .................... ................................ ...........................203.3.1 The log monitor won’t start up.................... ...............................203.3.2 I’m not receiving any statistics.................... ...............................203.3.3 I’m not receiving call logs .................... ................................ ......20

Chapter 4 VG Tools Server .................... ................................ ...............................214.1 Analyses Available from the Server .................... ..............................214.2 Location of CLC.................... ................................ ............................224.3 Maintenance of Call Logs.................... ............ .................... .............224.4 Maintenance of Summarized Statistics.................... .........................24

Appendix A Health SNMP Gets .................... ................................ ............................27A.1 Log Agent .................... ................................ ................................ ....27A.2 Log Monitor .................... ................................ ................................ ..27

Appendix B Logging Traps .................... ................................ ................................ ..29B.1 Log Agent .................... ................................ ................................ ....29

Table of Contents

Table of Contents

6 VoiceGenie 7.2

B.1.1 Severity – Critical (LOG_0) .................... ................................ ...29B.1.2 Severity – Error (LOG_1) .................... ................................ ......30B.1.3 Severity – Warning (LOG_2).................... ................................ .36

B.2 Log Monitor .................... ................................ ................................ ..37B.2.1 Severity – Critical (LOG_0) .................... ................................ ...38B.2.2 Severity – Error (LOG_1) .................... ................................ ......38B.2.3 Severity – Warning (LOG_2).................... ................................ .45

Appendix C CLC Health Information .................... ................................ ............ .......51C.1 Log Agent .................... ................................ ................................ ....51C.2 Log Monitor.................... ................................ ................................ ..51


This guide serves as the system reference manual for the VoiceGenie Toolssoftware for VoiceGenie 7.2. It is intended to provide a complete reference forall aspects related to the configuration, metrics and alarming of all the CallAnalyst and Quality Advisor platform components: the log agent, the logmonitor and the VG Tools Server.

Chapter

1 Introduction

Chapter 1: Introduction

8 VoiceGenie 7.2


2.1 Directory StructureThis section describes the directory structure of the log agent. Each of thesedirectories is a subdirectory of /usr/local/vg-tools/logagent/.

Subdirectory Description

bin Contains log agent executables.

config Contains the log agent component configuration file.

logs Contains OA&M log files for the log agent.

logs/calllogs Contains call logs that have matched some usersubscription. These call logs are to be sent to the logmonitor at the next scheduled call log update.

logs/calllogs/inProgress Contains call logs for all active calls that havematched one or more subscriptions. When the call isterminated, a random number is generated and usedto evaluate whether the call fits within the samplesize of the matched subscription(s). If so, the call logis moved to the logs/calllogs directory.

scripts This directory is not currently used.

2.2 ConfigurationThe following is a list of the parameters used by the log agent. There are otherparameters in the log agent configuration which are used by the OA&Mframework. A description of these configuration parameters can be found inthe VoiceGenie 7.2 OA&M Framework User’s Guide.

Chapter

2 Log Agent

Chapter 2: Log Agent 2.2 Configuration

10 VoiceGenie 7.2

2.2.1 Common

This section describes the configuration parameters used by both the CallAnalyst and Quality Advisor.

Parameter Name Description Default Value

analyst.agent.rollover_interval

This parameter defines the period oftime, in seconds, between statisticupdates, and is relative to the beginningof the hour, rather than the log agent starttime. If the specified interval does notevenly divide into an hour, the lastupdate in the hour will be sent on hourrollover, after which the process repeats.This parameter must take on a value lessthan 3600 seconds (1 hour).

300

analyst.agent.statqueue This parameter indicates the directory inwhich to store any stat updates that werenot acknowledged by the log monitor.The default location is/usr/local/vg-tools/logagent/logs.

/usr/local/vg-tools/logagent/logs

analyst.agent.callLifespan This parameter is a timeout, in seconds,for active calls being monitored by thelog agent. If a log is not received for aperiod of time exceeding thecallLifespan, then the call isconsidered terminated. When the logagent determines that the call is nolonger active, it will collect the statisticsfor that call and then remove the callfrom the active call list.

7200

analyst.license.file This parameter indicates the location ofthe license file.

/usr/local/phoneweb/config/vglicense.txt

2.2.2 Call Analyst

This section describes the configuration parameters that are related to thecollection and delivery of call logs.




analyst.agent.callLogUpdate.interval This parameter indicates the amount oftime to wait, in seconds, before sendingthe next set of call logs. This interval isrelative to the start time (see below), ifspecified. Otherwise the interval isrelative to the time at which the log agentwas started.

1200 (20 mins)

analyst.agent.callLogUpdate.startTime This parameter indicates the time atwhich to send the first call log. Eachsubsequent update will be relative to thistime. This parameter is specified as atime string in 24-hour format (ie: hh:mm)

Not set by default

analyst.agent.callLogUpdate.LogsSentBetweenPause

This parameter indicates the number oflogs to send before pausing. This isusually used when it is expected that alarge number of logs will be matchinguser subscriptions. By pausing betweensending sets of call logs, we ensure thatthe OA&M framework is not flooded.

25

analyst.agent.callLogUpdate.PauseBetweenCallLogs

This parameter, used in conjunction withthe LogsSentBetweenPauseparameter, indicates the amount of timeto wait between sending sets of call logs.The units for this parameter aremilliseconds.

25

analyst.agent.callLogDir This parameter indicates the directory inwhich to store call logs matching usersubscriptions. The default location is/usr/local/vg-tools/logagent/logs/calllogs.Note that there should be a subdirectorycalled inProgress in the call logsdirectory.

/usr/local/vg-tools/logagent/logs/calllogs

2.2.3 Quality Advisor

This section describes the configuration parameters that are related to servicequality failures that are reported from the log agent.


12 VoiceGenie 7.2


servicequality.agent.CallAnswer.threshold This parameter indicates the maximumacceptable time (in ms) that theplatform can take to answer a call.

3000

servicequality.agent.CallReject.threshold This parameter indicates the maximumacceptable time (in ms) that theplatform can take to reject a call.

3000

servicequality.agent.CumulativeResponse.threshold

This parameter indicates the maximumacceptable time (in ms) that theplatform can take to play a promptfollowing user interaction.

4000

servicequality.agent.FirstPromptInbound.threshold

This parameter indicates the maximumacceptable time (in ms) that theplatform can take to play the firstprompt on an inbound call.

3000

servicequality.agent.InterPrompt.threshold This parameter indicates the maximumacceptable time (in ms) that theplatform can take to play a promptafter a previous prompt when no userinteraction has taken place in betweenthe 2 prompts.

4000

servicequality.agent.FirstPromptOutbound.threshold

This parameter indicates the maximumacceptable time (in ms) that theplatform can take to play the firstprompt on an outbound call.

3000

servicequality.agent.AudioGap.threshold This parameter indicates the largestacceptable audio gap (in ms) that theplatform can have while playing backaudio to the user.

200

Chapter 2: Log Agent 2.3 Common Issues



servicequality.agent.ReportFailureOnCallLifespan

This parameter is used to determinewhether the log agent will signal anerror if the call is deleted due to notreceiving a log for longer than the calllifespan

Note: If this parameter and theservicequality.logmon.ReportDroppedCall parameter in the LogMonitor are both true, then the call willbe counted as two Service Qualityfailures. This occurs because the LogAgent and Log Monitor willindependently detect the call as failed.It is therefore recommended that onlyone of these two parameters beenabled.

Don’t report thefailure (false)

servicequality.agent.InboundRejectNoFailureCodes

This parameter specifiesincall_reject reason codes whichshould not be flagged as call failures.The parameter is a list, delimited bythe | character.

decline

servicequality.agent.OutboundRejectNoFailureCodes

This parameter specifiesoutcall_reject reason codes whichshould not be flagged as call failures.The parameter is a list, delimited bythe | character.

busy|decline|fax|noanswer|hangup

2.3 Common Issues

2.3.1 I’m not receiving any statistics

This may occur if the CMP proxy is not configured to send metric data to thelog agent. To check the CMP proxy’s configuration, log into SMC and clickon the configuration tab. Under the concise configuration view, select theconfiguration link for the machine you are updating and then click on the editbutton for the CMP proxy component. Search for the parametercmp.log_sinks and ensure the text LOGAGENT appears in the bar delimitedlist for that parameter. If the text is not present, your installation did notcomplete successfully. Please reinstall the log agent.

Chapter 2: Log Agent 2.3 Common Issues

14 VoiceGenie 7.2

2.3.2 I’m not receiving call logs

This may occur for a number of reasons:

1. Ensure the directories /usr/local/vg-tools/logagent/logs/calllogs and /usr/local/vg-tools/logagent/logs/calllogs/inProgress exist.

2. Ensure there is sufficient disk space on the file system to store call logs.

3. Ensure you are subscribed to the calls you want to collect and ensure thatthe call matches the target associated with the subscription.

4. Check the call logs configuration parameters to determine when the nextcall log update is supposed to occur.

If a call log was collected, but there was a problem writing extra informationassociated with the call log or moving the call log, there will be an errorlogged in the log file. This usually has to do with the file system (missingdirectories or out of disk space).

If the directory /usr/local/vg-tools/logagent/logs/calllogs hasfiles in it, it probably means the log agent has not sent call logs yet because itis waiting until the next call log update to send the call logs. If it is taking tolong too send, you may want to update the call log update interval to a smallertime.


3.1 Directory StructureThis section describes the directory structure of the log monitor. Each of thedirectories is found under /usr/local/vg-tools/logmon/.

Subdirectory Description

bin Contains the log monitor executables.

config Contains the log monitor component configuration fileand data source configuration file (odbc.ini).

logs Contains the log files for the log monitor.

logs/calllogs Contains the call logs that were received and processedby the log monitor.

logs/calllogerrors* Contains the call logs that were received but could not betransformed into the Call Analyst XML format, or writtento disk.

logs/tx-queue Contains database transactions that were serialized todisk. This should only occur if there is a problemaccessing the database.

logs/tx-errors* Contains transactions that failed after several executionattempts. This should only occur if there is a problemaccessing the database.

scripts Contains the scripts used to generate the tools database.

* Note: The error directories should be occasionally cleaned by a systemadministrator. Due to filesystem limitations, performance and stability may beaffected if the number of files exceeds 64000.

Chapter

3 Log Monitor

Chapter 3: Log Monitor 3.2 Configuration

16 VoiceGenie 7.2

3.2 ConfigurationThe following is a list of the parameters used by the log monitor. There areother parameters in the log monitor configuration which are used by theOA&M framework and a description of these configuration parameters can befound in the VoiceGenie 7.2 OA&M Framework User’s Guide.

3.2.1 Common

This section describes the configuration parameters that are related to featuresof both Call Analyst and Quality Advisor.


analyst.monitor.analystConfig This parameter indicates the location ofthe analyst-config.xml. It uses thisfile to locate configuration files for eachof the analyses offered by the VG ToolsServer. Details on the analyst-configfile can be found in the serverconfiguration document.

/usr/local/vg-tools/common/analyst-config.xml

analyst.monitor.txQueuePath This parameter indicates the directory inwhich to place serialized transactions.Transactions will be serialized to thisdirectory in the event of database failure.

/usr/local/vg-tools/logmon/logs/tx-queue

analyst.monitor.txErrorsPath This parameter indicates the directory inwhich to place erroneous transactions thatcould not be written to the database.

/usr/local/vg-tools/logmon/logs/tx-errors

analyst.monitor.dbDSN This parameter indicates the data sourceto use when connecting to the database.

MySQL

analyst.monitor.dbUser This parameter indicates the user name touse when connecting to the database

pw

analyst.monitor.dbPasswd This parameter indicates the password touse when connecting to the database

pw

analyst.license.file This parameter indicates the location ofthe license file.

/usr/local/phoneweb/config/vglicense.txt

3.2.2 Call Analyst

This section describes the configuration parameters that are related to featuresof the Call Analyst.




analyst.monitor.xslFile This parameter indicates the locationof the XSL files that are used toprocess the raw pw-metrics log. Thelist of files are specified in a semi-colon delimited list.

/usr/local/vg-tools/logmon/config/subd.xslt;/usr/local/vg-tools/logmon/config/transform-session.xslt

3.2.3 Quality Advisor

This section describes the configuration parameters that are related to featuresof Quality Advisor.

General Parameters

The following are general parameters for the Quality Advisor.

Parameter Name Description DefaultValue

servicequality.monitor.ServiceQualityPeriod

This parameter indicates the interval at whichservice quality data will be forwarded to the logmonitor so that the log monitor can determine thequality of the cluster. The time is in seconds andvalid values are 300, 360, 600, 720, 900,1200, 1800, and 3600.

900

servicequality.monitor.ServiceQualityThreshold

This parameter indicates the percentage at which toissue a service quality alarm. Once the percentageof successful calls drops below the specifiedpercentage, the log monitor will issue an alarmindicating that the service quality dropped too low.The percentage must contain 2 decimal places.

98.00

servicequality.monitor.QualityCheckTimeBuffer

This parameter indicates the amount of time to wait(in sec) from the end of the last service qualityperiod before checking the service quality. This isprimarily used so that the log monitor will wait forany late updates from the log agents, in case of lagor differences in clock.

120

servicequality.monitor.MinAlertNum This parameter indicates the minimum number ofcalls that need to be recorded before the servicequality alarm is issued at the critical level.

100


18 VoiceGenie 7.2

Parameter Name Description DefaultValue

servicequality.logmon.ReportDroppedCall

This parameter indicates whether or not the logmonitor should perform dropped call detection.

Note: If this parameter and theservicequality.agent.ReportFailureOnCallLifespan parameter in the Log Agent areboth true, then the call will be counted as twoService Quality failures. This occurs because theLog Agent and Log Monitor will independentlydetect the call as failed. It is thereforerecommended that only one of these twoparameters be enabled.

Detectdroppedcalls(true)

servicequality.monitor.DroppedCall.FirstCheckBuffer

This parameter indicates the amount of time inhours to look back for dropped calls when the logmonitor is started.

5

Latency Thresholds

Each of the following parameters indicates the latency threshold criteria for aspecific latency. The criterion consists of a latency threshold and percentile.The latency threshold format is as follows: <threshold>|<percentile>.When latency data is collected for a service quality period, the configuredpercentile value is calculated. For example, if the configured percentile is 95,the log monitor will calculate the 95th percentile for that latency. If thecalculated percentile value is above the specified latency threshold, an error islogged.

Parameter Name Default Value

servicequality.monitor.PageFetch.LatencyThreshold 1500|95

servicequality.monitor.AudioFetch.LatencyThreshold 1000|95

servicequality.monitor.GrammarFetch.LatencyThreshold 1000|95

servicequality.monitor.DataFetch.LatencyThreshold 2000|95

servicequality.monitor.JavaScriptFetch.LatencyThreshold 1000|95

servicequality.monitor.PageCompile.LatencyThreshold 100|95

servicequality.monitor.JavaScriptExecution.LatencyThreshold 50|99

servicequality.monitor.MRCPASRSessionEstablish.LatencyThreshold 100|95

servicequality.monitor.MRCPTTSSessionEstablish.LatencyThreshold 100|95



Parameter Name Default Value

servicequality.monitor.MRCPASRSetParams.LatencyThreshold 100|95

servicequality.monitor.MRCPASRGetParams.LatencyThreshold 100|95

servicequality.monitor.MRCPASRStop.LatencyThreshold 100|95

servicequality.monitor.MRCPDefineGrammar.LatencyThreshold 500|95

servicequality.monitor.MRCPRecognize.LatencyThreshold 500|95

servicequality.monitor.MRCPGetResult.LatencyThreshold 100|95

servicequality.monitor.MRCPRecogStartTimers.LatencyThreshold 100|95

servicequality.monitor.MRCPSpeak.LatencyThreshold 100|95

servicequality.monitor.MRCPTTSSetParams.LatencyThreshold 100|95

servicequality.monitor.MRCPTTSGetParams.LatencyThreshold 100|95

servicequality.monitor.MRCPTTSStop.LatencyThreshold 100|95

servicequality.monitor.MRCPPause.LatencyThreshold 100|95

servicequality.monitor.MRCPResume.LatencyThreshold 100|95

servicequality.monitor.MRCPBargeIn.LatencyThreshold 100|95

servicequality.monitor.MRCPControl.LatencyThreshold 100|95

servicequality.monitor.InitialResponseTime.LatencyThreshold 4000|95

servicequality.monitor.CallAnswer.LatencyThreshold 2000|95

servicequality.monitor.CallReject.LatencyThreshold 2000|95

servicequality.monitor.FirstPromptInbound.LatencyThreshold 2000|95

servicequality.monitor.FirstPromptOutbound.LatencyThreshold 2000|95

servicequality.monitor.InterPrompt.LatencyThreshold 2000|95

servicequality.monitor.CumulativeResponse.LatencyThreshold 2000|95

servicequality.monitor.DTMFInputResponse.LatencyThreshold 2000|95

servicequality.monitor.ASRInputResponse.LatencyThreshold 2000|95

servicequality.monitor.NoInputResponse.LatencyThreshold 2000|95

servicequality.monitor.RecordingResponse.LatencyThreshold 2000|95

servicequality.monitor.TransferResponse.LatencyThreshold 2000|95

Chapter 3: Log Monitor 3.3 Common Issues

20 VoiceGenie 7.2

3.3 Common Issues

3.3.1 The log monitor won’t start up

This may occur if the default shell for user pw was changed. You need toexport the environment variable ODBCINI=/usr/local/vg-tools/logmon/config/odbc.ini in the profile for the new default shell foruser pw, log out and back in as pw, and then restart the CMP proxy.

3.3.2 I’m not receiving any statistics

This may occur if the log agent is not generating statistics. Please refer to 2.3Common Issues for possible ways to correct this issue.

Another possibility is that there was an error writing statistics to the database.In this is the case, you will likely find serialized transactions in the directoriesspecified in the analyst.txQueuePath and analyst.txErrorsPathconfiguration items. Proceed by ensuring that you can connect to the databaseusing the user name and password specified in the log monitor configurationfile.

3.3.3 I’m not receiving call logs

This may occur if the log agent has not yet sent the call logs. Please refer tocommon issues in the log agent for what to look for in this case.

This may also occur if there is an error processing the logs. To see if therewere errors processing the log, check to see if there are any files in thedirectory specified by call-log-error-dir in analyst-config.xml. Ifthere are files in that directory, there should be error logs in the log file whichmay explain why the processing failed.


The XML file analyst-config.xml, found in directory /usr/local/vg-tools/common, contains various configuration items that affect:

The analyses offered by the server The maintenance of XML call logs matching user subscriptions The maintenance of hourly, daily, weekly and monthly summarized

statistics

4.1 Analyses Available from the ServerThe <analyses> element in analyst-config.xml contains one or more<analysis> child elements. Each of the <analysis> children declares theavailability of a given analysis, including information such as the Java classresponsible for generating reports, and the location of the relational DBmapping file for the analysis. An example for the Barge-In analysis isprovided below. Under most circumstances, there will be no need to modifyany of the items configured in the <analyses> section.<analysis name=“Barge-In Analysis”><category>Usability</category><description>Statistics highlighting the frequency of ASR and DTMF

barge-infor specific fields in an application. Used for

gauging theusefulness of prompts in guiding callers through a

call flow.</description>

<schema>http://10.0.0.124:8080/schemas/BargeIn.xml</schema>

<stylesheet>http://10.0.0.124:8080/styles/BargeIn.xml</stylesheet>

Chapter

4 VG Tools Server

Chapter 4: VG Tools Server 4.2 Location of CLC

22 VoiceGenie 7.2

<report-viewer>com.voicegenie.analyst.client.viewers.BargeInViewer</report-viewer><report-

generator>com.voicegenie.analyst.generators.BargeInAnalysis</report-generator><db-

config>C:\dl\testInstall\CallAnalyst\config\BargeInDB.xml</db-config></analysis>

4.2 Location of CLCThe Log Agent and Log Monitor are VG Tools components that reside on themedia platform and are responsible for collecting and persisting call logs andstatistics. In order to communicate with these components, the VG ToolsServer makes use of the CLC. The VG Tools Server communicates with theplatform components in order to notify them of any modifications to the list ofAnalysis Targets or to call log subscriptions (see the Tools User’s Guide). Inanalyst-config.xml, look for the following configuration items:

Configuration Item Description

<clc-host> The IP address of the media platform on which theLog Monitor is running

<clc-port> The port that the CLC is running on. The default portis 8999.

<clc-interval> Specifies the period of time, in seconds, betweennotification updates. If, for example, the interval is setto 60 seconds, then platform components would bemade aware of any new/deleted call log subscriptionsor analysis targets no later than 1 minute followingcreation/deletion.

4.3 Maintenance of Call LogsThe following table lists the configuration items that affect the maintenance ofcall logs on the VG Tools Server.

Chapter 4: VG Tools Server 4.3 Maintenance of Call Logs



<call-log-dir> Log Agents are responsible for collecting logs forany calls matching a user’s subscription, andforwarding them to the Log Monitor. The LogMonitor attempts to convert the call logs fromthe VoiceGenie proprietary PW-Metrics logformat into an XML format understood by theReporting Client. Successfully converted calllogs are placed in the directory pointed to by the<call-log-dir> configuration item.

Default Value:

$ANALYST_ROOT/LogMon/logs/calllogs

<call-log-error-dir> Specifies the directory in which to place PW-Metrics logs for calls that could not be convertedinto XML.

Default Value:$ANALYST_ROOT/LogMon/logs/calllogerrors

<call-log-lifecycle> Specifies the maximum period of time for whichcall logs will be maintained on the server. Anycall logs older than the <call-log-lifecycle> will be automatically deleted bythe server.

Default Value: 14 days

<call-log-error-lifecycle> Specifies the maximum period of time for whichPW-Metric logs in the <call-log-error-dir> will be maintained. Logs older than the<call-log-error-lifecycle> will beautomatically deleted by the server.


<max-call-log-dir-size> Places a maximum on the amount of disk spacethe <call-log-dir> is permitted to consume.

Default Value: 1000 MB

<max-call-log-err-dir-size> Places a maximum on the amount of disk spacethe <call-log-error-dir> is permitted toconsume.

Default Value: 100 MB

Chapter 4: VG Tools Server 4.4 Maintenance of Summarized Statistics

24 VoiceGenie 7.2


<max-logs-per-subscription> Places a maximum on the number of call logsthat each subscription can have at one time. If themaximum number of logs is reached, call logswill no longer be saved for that subscription.

Default Value: 500

4.4 Maintenance of Summarized StatisticsThe following table lists the elements used to configure the maintenance ofstatistical summaries:


<hourly-statistics-lifecycle> The Hourly Statistics Lifecycle defines how longhourly statistics are maintained in the database,and defaults to 14 days. This means that toolsusers will be able to request hourly reports for theprevious two weeks. Detailed hourly statistics fordates prior to that point in time will have beendeleted.

<daily-statistics-lifecycle> The period of time for which daily totals will bemaintained in the database.


<weekly-statistics-lifecycle> The period of time for which weekly totals willbe maintained in the database.

Default Value: 12 months

<monthly-statistics-lifecycle> The period of time for which monthly totals willbe maintained in the database.


<call-failure-lifecycle> The period of time for which call failureinformation will be mainted in the database.


The above listed configuration item should be modified to suit the needs andconstraints of your deployment. For example, it is perfectly reasonable tosignificantly increase the hourly and daily statistics lifecycles if you arecollecting statistics from a test platform, or a platform handling a relativelysmall call volume. However, if your VG Tools Server has limited databasespace, or your are looking to collect statistics for many different AnalysisTargets, keeping hourly statistics longer than one or two weeks may require an



unreasonable amount of disk space. In general, the amount of disk spaceconsumed by statistics is proportional to:

The number of Analysis Targets defined (see the Tools User’s Guide) Call volume (assuming a uniform distribution of calls among Analysis

Targets) The complexity of deployed applications (statistics for an application with

many different pages will consume more space than statistics for a simpleapplication with one page)


26 VoiceGenie 7.2


Using SNMP Get, a number of health parameters about the VoiceGeniesoftware are retrievable. This section outlines what health information can beretrieved for the Log Agent and Log Monitor.

A.1 Log AgentName OID Type Description

startTime .1.3.6.1.4.1.7469.3.9.30.1.1.1 Scalar Start time of the log agent

numCurrentCalls .1.3.6.1.4.1.7469.3.9.30.1.2.1 Scalar The number of calls currently beingprocessed

numProcessedCalls .1.3.6.1.4.1.7469.3.9.30.1.3.1 Scalar The total number of calls that havebeen processed

A.2 Log MonitorName OID Type Description

startTime .1.3.6.1.4.1.7469.3.9.32.1.1.1 Scalar Start time of the log monitor

DBMode .1.3.6.1.4.1.7469.3.9.32.1.2.1 Scalar Indicates whether the log monitor iswriting data to the DB or disk.

lastStatUpdate .1.3.6.1.4.1.7469.3.9.32.1.3.1 Scalar The time of the last stat update the logmonitor received

lastUpdateAgent .1.3.6.1.4.1.7469.3.9.32.1.4.1 Scalar The network ID of the agent that sentthe last stat update

Appendix

A Health SNMP Gets

Appendix A: Health SNMP Gets A.2 Log Monitor

28 VoiceGenie 7.2


The Log Agent and Log Monitor can send a trap to indicate that a situationthat may be of interest to the user has occurred. The following is a list of OIDsuffixes that can be sent from the specified component.

B.1 Log AgentThe OID prefix for all Log Agent traps is .1.3.6.1.4.1.7469.251.1.313.To get the OID of the trap, append the prefix with the value in the suffixcolumn. For example, VGLOG-INVALID-LOGMON-ID has an OID of.1.3.6.1.4.1.7469.251.1.313.169870312.

B.1.1 Severity – Critical (LOG_0)

Name OID suffix ResponseCode

Impacts Causes RecommendedActions

Message

VGLOG-INVALID-LOGMON-ID

169870312 CKCFG/REVG

Log agentwon’t start

Failed tolocate thelogmonitor

Ensure the logmonitor is on thesame cluster asthe log agent

Invalid logmonitornetwork IDspecified

VGLOG-DIR-ERR 169870315 CKCFG/REVG

Log agentwon’t start

Theconfigitemspointing todirectorieshaveinvalidvalues

Ensure the pathsare valid forconfigparameters thathave a path as avalue

Failed toopen file

Appendix

B Logging Traps

Appendix B: Logging Traps B.1 Log Agent

30 VoiceGenie 7.2

B.1.2 Severity – Error (LOG_1)



Message

VGLOG-CHOICE-PATH-ERR

167774564 REVG Will losechoicepath anddataassociatedwith it

CorruptedXML sentbetweenthe logagent andlogmonitor

Collect a log andreport toVoiceGenie

Invalidchoice path

VGLOG-CHOICE-TYPE-ERR




Invalidchoice type

VGLOG-XML-MISSING-ATTR

167774664 REVG Will failto loadresultingdata



Missingattribute inXML node

VGLOG-XML-INVALID-ATTR




Invalidattribute inXML node

VGLOG-INVALID-XML




InvalidXML





Message

VGLOG-GEN-XML-ERR

167774667 REVG Will failto senddata

Out ofmemoryon systemor failurein libxml


GenerateXML error

VGLOG-INVALID-SET

167774767 REVG Will failto serializeand senddata

Internalfailurewhenpassingdata

Report toVoiceGenie

Invalid set

VGLOG-INVALID-STAT-COLL



Report toVoiceGenie

Invalid statcollection

VGLOG-INVALID-LIC-FILE

167774875 REVG No CA orQA datawill becollected

Theproduct isnotlicensed

Request a licensefor the productyou want to use

invalidlicense file

VGLOG-INVALID-COL-VAL

167774876 REVG Will failto loadstats fromxml

Invalidxml waspassed in

Report toVoiceGenie

Invalidcolumnvalue

VGLOG-INVALID-RESULT-SET



Report toVoiceGenie

Invalidresult setstored instatcollection

VGLOG-INSUFF-BIN-VALUES



Report toVoiceGenie

Insufficientbin values

VGLOG-OPEN-FILE-ERR


May notbe able tosend calllogs

Invalidpath orpermission on thecall log diris invalid

Check thepermissions

Failed toopen file


32 VoiceGenie 7.2



Message

VGLOG-READ-DIR-ERR


May notbe able tosend calllogs

Invalidpath orpermission on thecall log diris invalid

Check thepermissions

Unable toreaddirectory

VGLOG-ADD-RECORD-ERR


Failed tostore data

Internalfailure

Report toVoiceGenie

Failed toadd arecord setto thecollectionattemptmap

VGLOG-CREATE-RECORD-ERR


Error:unable tocreaterecord

VGLOG-ADD-STAT-REC-ERR


Failed tostore data

Internalfailure

Report toVoiceGenie

Failed toadd a newstat recordto a newlycreatedrecord set

VGLOG-INVALID-FLAG

169871717 REVG In invalidstate soignoringthe data

Internalfailure

Report toVoiceGenie

Receivedinvalid flagvalue

VGLOG-METRICS-SYNTAX-ERR

169871512 REVG Ignore thedatapassed in(possibleloss ofdata)

Internalfailure

Report toVoiceGenie

Metricssyntax error

VGLOG-INVALID-TIMESTAMP


Internalfailure

Report toVoiceGenie

Invalidtimestamp





Message

VGLOG-INVALID-START-TIME


Internalfailure

Report toVoiceGenie

Error:invalid starttime

VGLOG-CALL-END-WO-START


Internalfailure

Report toVoiceGenie

Warning

VGLOG-SESSION-EXIST

169871612 REVG Duplicatesession,drop datafor secondone

Internalfailure

Report toVoiceGenie

Error:sessionalreadyexists

VGLOG-TIME-CONV-ERR

169871613 REVG May notcalculatedata forthatsession

Failure toconvertthetimestampin systemfunction

Report toVoiceGenie

Error:Unable toconverttime forsession

VGLOG-NOTFIND-START-TIME


Internalfailure

Report toVoiceGenie

Error:cannot findstart timefor session

VGLOG-UPDATE-DIST-FAIL


Internalfailure

Report toVoiceGenie

Error: failedto updatedistributionfor session

VGLOG-NO-SINK-SPECIFIED

169871616 REVG Won’tsend stats

Internalfailure

Report toVoiceGenie

No sinkspecified


34 VoiceGenie 7.2



Message

VGLOG-NO-BRG-SESS-FOUND

169871617 REVG May notcalculatetransferdatacorrectly

Internalfailure

Report toVoiceGenie

Unable tofind sessionwhich isrelated tothe bridge

VGLOG-CHOICE-NO-DATA

169871712 REVG May notcalculatemenu datacorrectly

Internalfailure

Report toVoiceGenie

Error: nodata toparse inchoiceselect

VGLOG-CHOICE-NO-SPACE


Internalfailure

Report toVoiceGenie

Error: nospace foundin choiceselect

VGLOG-CHOICE-NO-EQUAL


Internalfailure

Report toVoiceGenie

Error: noequal foundin choiceselect

VGLOG-CHOICE-INVALID-ACT


Internalfailure

Report toVoiceGenie

Error:invalidactionfound inchoiceselect

VGLOG-CHOICE-NO-BAR


Internalfailure

Report toVoiceGenie

Error: nobar found inchoiceselect

VGLOG-CRT-XML-BUF-ERR

169871812 REVG Cannotsend XMLdata

Internalfailure(libxmlfailure)

Report toVoiceGenie

ErrorcreatingXML bufferfor statupdate

VGLOG-CRT-XML-WRITER-ERR

169871813 REVG Cannotsend XMLdata


Report toVoiceGenie

ErrorcreatingXMLWriter





Message

VGLOG-PARSE-XML-ERR

169871814 REVG Cannotread XMLdata


Report toVoiceGenie

Failed toparse xml

VGLOG-LOAD-SUBS-ERR

169871815 REVG Subscriptions won’tbe loadedor used

Internalfailure

Report toVoiceGenie

Failed toloadsubscription

VGLOG-INVALID-XML

169871818 REVG Targetsaren’tloaded

Internalfailure

Report toVoiceGenie

InvalidXML

VGLOG-MULTI-INCALL-INIT

169872025 REVG Callanswerlatencywill becalculatedfrom thesecondincall_initiated

Internalfailure

Report toVoiceGenie

multipleincallinitiated forsession

VGLOG-MULTI-INCALL-BEGIN

169872026 REVG Inboundfirstpromptlatencywill becalculatedfrom thesecondincall_begin

Internalfailure

Report toVoiceGenie

multipleincallbegin forsession

VGLOG-MULTI-OUTCALL-BEGIN

169872027 REVG Outboundfirstpromptlatencywill becalculatedfrom thesecondoutcall_begin

Internalfailure

Report toVoiceGenie

multipleoutcallbegin forsession


36 VoiceGenie 7.2

B.1.3 Severity – Warning (LOG_2)



Message

VGLOG-PARSE-XML-WAR



Report toVoiceGenie

Parse xmlwarning

VGLOG-MERGE-SET-WAR



Report toVoiceGenie

Failed tomergeresult sets

VGLOG-INVALID-SET-WAR



Report toVoiceGenie

Invalidrecord set

VGLOG-MISMATCH-COL-SIZE

167775464 REVG May haveextra datareported

Internalerror

Report toVoiceGenie

mismatchedrecordcolumn listsizes

VALOG-INVALID-INTERVAL

169872312 CKCFG Log agentwill usedefaultcall loginterval

Invalidcall logintervalspecifiedin config

Set the call loginterval to a validvalue

Invalid calllog intervalspecified

VGLOG-INVALID-NUM-LOG

169872313 CKCFG Log agentwill sendall calllogs at theappropriate time

Invalidlogs sentbetweenpausespecifiedin config

Set the logs sentbetween pauseparameter to avalid value

Invalidnumber ofcall logs tosendbetweenspecified

Appendix B: Logging Traps B.2 Log Monitor




Message

VGLOG-INVALID-PAUSE-TIME

169872314 CKCFG Log agentwill notpausebetweensendinglogs

Invalidpausebetweenlogsspecifiedin config

Set the pausebetween logsinterval to a validvalue

Invalidpause timebetweencall logsspecified

VGLOG-INVALID-TIME-SPEC

169872315 CKCFG Log agentwill notsend logsat thespecifiedtime

Invalidcall logstart timespecifiedin config

Set the call logstart time to avalid value

Invalid starttimespecified

VGLOG-INVALID-PROMPT-TIME

169872614 REVG Responselatencywill not berecorded

Internalerror

Report toVoiceGenie

prompt timewas beforeother log

VGLOG-NEG-LATENCY-VALUE

169872615 REVG Responselatencywill not berecorded

Internalerror

Report toVoiceGenie

latencyvalue wasnegative

VGLOG-DATA-SERVICE-FAILURE

169872622 REVG Cannotquery datathroughSNMP

Internalerror

Report toVoiceGenie

failed toregisterwith dataservice

B.2 Log MonitorThe OID prefix for all Log Agent traps is .1.3.6.1.4.1.7469.251.1.314.To get the OID of the trap, append the prefix with the value in the suffixcolumn. For example, VGLOG-LOAD-REG-ERR has an OID of.1.3.6.1.4.1.7469.251.1.314.171967466.


38 VoiceGenie 7.2

B.2.1 Severity – Critical (LOG_0)



Message

VGLOG-LOAD-REG-ERR


Logmonitorwon’t start

The pathtoanalyst-config.xml isinvalid

Ensure the path toanalyst-config.xml isvalid

Failed toloadconfigregistryfrom file

VGLOG-DIR-ERR 171967467 CKCFG/REVG

Logmonitorwon’t start

Theconfigitemspointing todirectorieshaveinvalidvalues

Ensure the pathsare valid forconfigparameters thathave a path as avalue

Failed toopen file

VGLOG-SQ-MSG 171967468 CKCFG/REVG

Users areexperiencing toomanydelays

Someportion ofyoursystem iscausingdelays

Check thecomponentsrelated to thefailure

servicequalitydroppedbelowacceptablelevel

B.2.2 Severity – Error (LOG_1)



Message





Invalidchoice path





Message

VGLOG-CHOICE-TYPE-ERR




Invalidchoice type











VGLOG-INVALID-XML




InvalidXML

VGLOG-GEN-XML-ERR

167774667 REVG Will failto senddata

Out ofmemoryon systemor failurein libxml


GenerateXML error

VGLOG-INVALID-SET



Report toVoiceGenie

Invalid set


40 VoiceGenie 7.2



Message

VGLOG-INVALID-STAT-COLL



Report toVoiceGenie

Invalid statcollection

VGLOG-INVALID-LIC-FILE

167774875 REVG No CA orQA datawill becollected

Theproduct isnotlicensed

Request a licensefor the productyou want to use

invalidlicense file

VGLOG-INVALID-COL-VAL



Report toVoiceGenie

Invalidcolumnvalue

VGLOG-INVALID-RESULT-SET



Report toVoiceGenie

Invalidresult setstored instatcollection

VGLOG-INSUFF-BIN-VALUES



Report toVoiceGenie

Insufficientbin values


171968868 REVG Won’twrite datafor thatchoicepath to theDB

Internalerror

Report toVoiceGenie

Invalidchoice path

VGLOG-PARSE-XML-ERR

171968966 REVG Will notwrite datato DB

CorruptedXML

Report toVoiceGenie

Failed toparse xml

VGLOG-LOAD-SUBS-ERR


CorruptedXML

Report toVoiceGenie

Failed toloadsubscription



CorruptedXML

Report toVoiceGenie






Message



CorruptedXML

Report toVoiceGenie


VGLOG-INVALID-XML


CorruptedXML

Report toVoiceGenie

InvalidXML

VGLOG-GEN-XML-ERR

171968971 REVG Cannotwrite datato disk,loss ofdata

Internalerror

Report toVoiceGenie

GenerateXML error

VGLOG-CONNECT-DB-ERR

171969066 REVG Mustserializedata todisk untilresolved

DB maybe downor invaliduser nameorpasswordwasspecified

Check thedatabase and theuser name,password anddata sourcenames in the logmonitor configfile

Failed toconnect todatabase

VGLOG-DB-INSERT-ERR


Lostconnection to DB orinternalerror

Check thedatabase. If thedatabase isworking thenreport toVoiceGenie

DB errorwheninserting

VGLOG-DB-SELECT-ERR




DB errorwhenselecting

VGLOG-DB-UPDATE-ERR




DB errorwhenupdating


42 VoiceGenie 7.2



Message

VGLOG-TRANSACTION-ERR

171969070 REVG Loss ofdata

Failed toload datafrom aserializedtransaction

Report toVoiceGenie

Transactionerror

VGLOG-INVALID-SET


Invaliddata inanalyst-config.xml orinternalerror

Check theanalyst-config.xml andreport toVoiceGenie

Invalid set

VGLOG-READ-DIST-ERR



Report toVoiceGenie

Errorreadingdistribution

VGLOG-MERGE-DIST-ERR


Internalerror

Report toVoiceGenie

Failed tomergedistributions

VGLOG-SET-INIT-ERR


Internalerror

Report toVoiceGenie

Failed toinitializethe resultset

VGLOG-READ-SET-ERR




Failed toread theresult setkey value

VGLOG-DB-RETRIEVE-ERR




DB errorwhenretrievingdata





Message

VGLOG-DB-OTHER-ERR


Internalerror

Report toVoiceGenie

DB othererror

VGLOG-MERGE-SET-ERR


Internalerror

Report toVoiceGenie

Failed tomergerecord sets

VGLOG-INIT-TRANSFORM-ERR

171969164 REVG Will nottransformcall logsand won’tbe able todownloadthem tothe client

The pathto theXSL fileis invalid

Ensureanalyst.monitor.xslFile ispointing to avalid XSL file

Failed toinitializelogtransform

VGLOG-LOAD-RST-CFG-ERR

171969165 REVG Mustserializedata todisk forthatanalysisuntilresolved

There is aproblem inanalyst-config.xml

Report toVoiceGenie

Failed toload theresult setconfig

VGLOG-LOAD-CONFIG-ERR

171969166 REVG Mustserializedata todisk forthatanalysisuntilresolved

There is aproblem inanalyst-config.xml

Report toVoiceGenie

Unable toload theconfig

VGLOG-FIND-DB-CFG-FAIL


Invalidfilespecifiedas theanalyst-config.xml

Ensureanalyst.monitor.analystConfig is set to avalid value. If itis, report toVoiceGenie

Failed tofind thedb-config


44 VoiceGenie 7.2



Message

VGLOG-LOAD-FRGN-KEY-ERR

171969168 REVG Cannotwrite datato the DB

There isan error intheanalysis’XML file

Report toVoiceGenie

Failed toload foreignkey

VGLOG-FIND-PRI-COL-ERR

171969169 REVG Cannotwrite datato the DB

There isan error intheanalysis’XML file

Report toVoiceGenie

Error: failedto findprimary keycolumn

VGLOG-REG-MENU-CONT-ERR


Internalerror

Report toVoiceGenie

Failed toregistermenucontext

VGLOG-FETCH-DATA-ERR




Errorfetchingdata

VGLOG-SQ-READ-ERR

171969183 REVG Cannotcheckservicequality



Errorreadingservicequality data

VGLOG-NO-LAT-MGR

171969184 REVG Cannotchecklatencyquality

Failed toallocatememoryfor thelatencymgr

Report toVoiceGenie

Unable toget latencymgrinstance

VGLOG-LAT-READ-ERR

171969185 REVG Cannotchecklatencyquality



Errorreadinglatency data





Message

VGLOG-LAT-FAIL-MSG

171969186 REVG Users areexperiencing toomanydelays


Check thecomponentsrelated to thelatency

latencyqualitydroppedbelowacceptablelevel

VGLOG-NO-DB-MGR

171969187 REVG Cannotconnect toDB



Unable toget db mgrinstance

B.2.3 Severity – Warning (LOG_2)



Message

VGLOG-PARSE-XML-WAR



Report toVoiceGenie

Parse xmlwarning

VGLOG-MERGE-SET-WAR



Report toVoiceGenie

Failed tomergeresult sets

VGLOG-INVALID-SET-WAR



Report toVoiceGenie

Invalidrecord set

VGLOG-MISMATCH-COL-SIZE

167775464 REVG May haveextra datareported

Internalerror

Report toVoiceGenie

mismatchedrecordcolumn listsizes


46 VoiceGenie 7.2



Message

VGLOG-TRANSFORM-NOT-INIT


The pathto theXSL fileis invalid

Ensureanalyst.monitor.xslFile ispointing to avalid XSL file

Logtransformnotinitialized

VGLOG-LOG-WRITE-ERR

171969565 REVG Won’t beable todownloadcall logsto theclient

Disk spaceis used uporpermissions may beincorrecton the calllogdirectory

Ensure there issufficient diskspace to write calllogs and that thedirectoryspecified inanalyst-config.xml haspermissions set toallow PW towrite to it

Failed towrite errorlog file

VGLOG-LOG-CONVERT-ERR


Failed toconvertthe calllog.

Report toVoiceGenie

Failed toconvert log

VGLOG-DB-UPDATE-WAR

171969567 REVG May nothaveupdatedallcorresponding data

Internalerror ormissingtables inDB

Report toVoiceGenie

DB errorwhenupdating





Message

VGLOG-OPEN-CALL-LOG-ERR




Failed toopen calllog file

VGLOG-WRITE-CALL-LOG-ERR




Failed towrite calllog file

VGLOG-DB-DUPLI-RECORD

171969569 REVG May notbe able todownloadcall logsto theclient

Receiveda call logfor thesamesessionmore thanonce

Report toVoiceGenie

Warning:got morethan 1 rowfor session

VGLOG-NO-DB-CONNECTION


DB maybe downor invaliduser nameorpasswordwasspecified

Check thedatabase and theuser name,password anddata sourcenames in the logmonitor configfile

Noconnectionto DB toupdatechoice path

VGLOG-INVALID-ANA-NAME

171969571 REVG Can’twrite thatanalysis’data to thedatabase

Internalerror

Report toVoiceGenie

Invalidanalysisnamereceived


48 VoiceGenie 7.2



Message

VGLOG-GEN-XML-WAR

171969572 REVG Can’tserializedata todisk

Internalerror

Report toVoiceGenie

Generatexmlwarning

VGLOG-PARSE-XML-WAR

171969573 REVG Can’t readserializeddata off ofthe disk

Internalerror

Report toVoiceGenie

Parse xmlwarning

VGLOG-NO-DB-MSG

171969769 REVG Cannotcheckservicequality



Notconnectedto DB, noservicequalitycheckingwill bedone

VGLOG-SQ-WARN-MSG

171969770 REVG Users areexperiencing toomanydelays


Check thecomponentsrelated to thefailure

servicequalitydroppedbelowacceptablelevel

VGLOG-CLEAR-SQ-TABLE-ERR


Data willaccumulate in DB



Failed toclearservicequalitydetail table

VGLOG-CLEAR-LAT-TABLE-ERR


Data willaccumulate in DB



Failed toclearlatencyfailuredetail table





Message

VGLOG-MISSING-SQ-THRESHOLD

171969773 CKCFG No alarmwill beissued fora servicequalityfailure

Theservicequalitythresholdis missingfrom theconfiguration

Set the variable ifservice qualityalarming isrequired

servicequalitythresholdinvalid ormissing, nochecks willbe done

VGLOG-DATA-SERVICE-FAILURE

171969774 REVG Cannotquery datathroughSNMP

Internalerror

Report toVoiceGenie

failed toregisterwith dataservice


50 VoiceGenie 7.2


The Log Agent and Log Monitor can return a brief summary of their states tothe CLC interface via the health command.

C.1 Log AgentThe Log Agent’s health information can be obtained by typing healthlogagent at the CLC prompt. The following text will be displayed:Health for Log Agent (logagent) on 10.0.0.146Started: 2006-02-24/19:26:29.755# of current calls: 5# of processed calls: 26239

The information fields are:

# of current calls: This is the number of calls that the Log Agent iscurrently processing.

# of processed calls: This is the total number of calls that the LogAgent has completed processing since it was started.

C.2 Log MonitorThe Log Monitor’s health information can be obtained by typing healthlogmon at the CLC prompt. The following text will be displayed:Health for Log Monitor (logmon) on 10.0.0.146Started: 2006-02-24/19:26:29.897DB Mode: 2Last Stat Update: 2006-03-02/11:44:01.043Last Update from agent: 9

The information fields are:

DB Mode: The database mode describes the state of the Log Monitor’sdatabase connection. If the value is 1, it means that the databaseconnection has failed, and the Log Monitor is serializing all database

Appendix

C CLC Health Information

Appendix C: CLC Health Information C.2 Log Monitor

52 VoiceGenie 7.2

transactions to disk. If the value is 2, the database connection is workingnormally.

Last Stat Update: This is the most recent time that the Log Monitorreceived an update from a Log Agent.

Last Update from agent: This is the network ID of the Log Agentthat last sent a stat update to the Log Monitor.

Revision History

Version Date Change Summary

Draft April 27th, 2005 Initial release

1.0 May 4th 2005 Incorporated changes from review

1.1 August 16, 2005 Updated documentation to include Quality Analyst

1.2 March 2nd, 2006 Updated for version 7.1

1.3 September 21st, 2007 Updated for version 7.2

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VG 7.2 Tools System Reference Guide

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