Understanding sysmon? 2

[telecotek1]

I'm troubleshooting inbound calls over a PRI. My customer has a hosted Call Center. The hosted sollution delivers calls to DID's assigned to the idvidual agents. They are seeing a lot busy and missed calls. They are pointing to the IP Office as the issue. I have Sysmon running and the hosted solutions is giveing my log files of fialed calls.

What should I be looking for in Sysmon? Wasn't there a guide to understanding sysmon some where? all though I seem to remmeber it not being all that helpfull.

Much much appreciated..

 

[amriddle01]

http://marketingtools.avaya.com/kno...jects/manuals/manuals/apps/monitor_sysmon.pdf

that's the guide, but it's just dive in and learn to swim with monitor

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[TomMills]

have they given you any specifics as to why they think the phone system is rejecting the calls?

Make sure you configure the trace options to give you more of the detail you want to see and less of the irrelevant stuff

http://www.twitter.com/tem1985

ACSS-SME
Get well soon Aaron.

 

[telecotek1]

TomMills - They are sending me log's from there switch as well as working with local carrier they say they are working with. This hosted call center comapny is located in Canada and they say they work with multiple carriers and have tried pushing thru all 4 carrier with the same results. Sounds like a ton of BS to me. They are sending a log of calls that failed as busy. I'm thinking anything that showed as a busy on there sided would not show at all in sysmon. How-ever have you ever turned up a pri and called an unassigned number. The caller hears a busy and sysmon blips one line to indicate that it did hit the switch. Does anyone remmber what that line looks like?

I need some solid ammunition to go back to them with. I know the answer is in the logs just don't know how to read the ISDN events.

 

[TomMills]

called an unassigned number"
You mean a number on the circuit with no ICR? i usually use a blank route to avoid that happening.

Ever have issues with outbound calls?

http://www.twitter.com/tem1985

ACSS-SME
Get well soon Aaron.

 

[amriddle01]

Perhaps they are actually calling busy agents and so are getting busy back, how many calls at once, how many channels do you have configured/licenced on the system anf how many do they think you have?

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[amriddle01]

Also perhaps you could run an SSA continuous log then you can play it back at the time their logs show as you giving busy back and see what is happening on the system at that time

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[intrigrant]

Maybe this is usefull for you:

http://intrigrant.atspace.com/Sysmon

Layer 3 establishment.rar

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[telecotek1]

ahh yes unassigned number. I do the same create an ICR with no dnis info and route to AA or reception..

amriddle01 - I never used SSA to record events. How far can you go back with that? The agents have 3 appearances.

intrigrant - that link is awesome! Wow put that in a safe place..

How do you figure out the time stamp on the calls?

Thank's all!!

 

[amriddle01]

The log file just runs and overwrites either at midnight or every X MB's, I have never run it long enough to know how long it goes before getting stupidly large

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[telecotek1]

Man I wish i could figure out how to read the time stamp on these calls. anyone?

From the sysmon doc..

109704mS PRN: 0x3031
109704mS PRN: 0x3134
109704mS PRN: 0x3136
109704mS PRN: 0x3035
· Month: 30 (hex) = 0 (ASCII), 31
(hex) = 1 (ASCII) > 01 (January)
· Day: 31 (hex) = 1 (ASCII), 34 (hex)
= 4 (ASCII) > 14th.
· Hours: 31 (hex) = 1 (ASCII), 36
(hex) = 6 (ASCII) > 16:00.
· Minutes: 30 (hex) = 0 (ASCII), 35
(hex) = 5 (ASCII) > 00:05.
The call date and time is 16:05 on 14th
January.


Does that make and sense or am i just brain dead. Not seeing how to read the HEX. wasn't there a calculator at one point floating around?

 

[amriddle01]

It's actually quite good, it's as though you are watching the system live in SSA but you step it forward/back at will, you can watch and trace calls, switch to active calls etc but only stepping it forward by a set amount each time say 1 sec, 10 secs, 1 min etc

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[amriddle01]

BTW that wasn't a response to your last post, I hadn't refreshed before posting that

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[Westi]

If you want to learn a bit more by doing stuff go to the system when it is barely used so you get rid of all the junk that comes with a busy system.
Go to the sysmon and after unchecking everything you select all the checkmarks in the ISDN tab, then call in from your cell phone. You will see the incoming number the caller ID of your cell phone and a lot of stuff you can't make any sense of.
Then call into a DID that you point nowhere and you will see the incoming number your DID and a different result going back as a denial to the line provider. It is quite neat what you can read out of it, but you need the information first what happens to have the comparison and then can make sense of future logs.
You can also, if you know the caller ID of the incoming calls, search for it in the log and see the results and see if they have all the same results but it is more difficult the more traffic you have on the system.
If you highlight a call and press F4 you will have all information pertaining that call in a new window and can see better what was going on.

Joe W.

FHandw., ACS

insanity is just a state of mind

 

[Westi]

http://cid-4bad23a92d195341.skydriv... Office/Sys Monitor Millisecond Converter.xls

this is the link to a millisecond converter so you can make sense out of the times

Joe W.

FHandw., ACS

insanity is just a state of mind

 

[tlpeter]

Westi,

If you want to get rid of all the other calls (junk) in monitor then select the id of that call and press F4
It will filter everything with that call id


ACS IP Office
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ACA - Voice Services Management


______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[Westi]

tlpeter
I guess I did not describe the process very well, but that was what I meant when I wrote

If you highlight a call and press F4 you will have all information pertaining that call in a new window and can see better what was going on.

Cheers

Joe W.

FHandw., ACSS

insanity is just a state of mind

 

[IPOfficeIreland]

Regardless if the extension is busy or not you get a lot more I fo on the isdn trace than 1 line. You would get all layer3 info showing id date time etc.

If the call does not hit the pbx how many trunks do you have, 30 on the pri? How many siultaneous calls to the same extension are happening? if this extension has 3 call appearance keys and voicemail on by default, then 3 calls hit pbx, the. How many vm ports do you have for mesages?

But yes, definetely bs if you don't even see isdn info for the attempted call.

 

[telecotek1]

Thanks for everyones help!! This client has 3 PRI's We have pounded this system with calls and can't duplicate the issue. No other user outside of the call center has complained about issues on the system. The logs do not show calls making it to the switch. For now it's back on the hosting company. thanks again all!