Use this Knowledge Script to monitor call detail records (CDRs) in the Avaya CM supplemental database for calls that terminated with abnormal condition codes. You can indicate which condition codes should not be considered abnormal. This script raises an event if the number of failed calls exceeds the threshold or if the supplemental database contains no records. In addition, this script generates data streams for the number of failed calls.
When you start the CallFailures Knowledge Script job, the managed object begins collecting CDRs to store in the supplemental database. After the CallFailures job stops, the managed object continues to collect CDRs. CDR collection stops within a time period equal to two intervals of the job, but never less than 4 minutes after the CallFailures job stops.
The purpose of this script is twofold:
Monitoring. In monitoring mode, this script checks the CDR tables at each specified interval for new records that match your query. In the first iteration of the job, this script finds the last record in the CDR table and checks back one interval from there. In subsequent iterations, this script checks for new records that match the query in each interval.
Troubleshooting. In troubleshooting mode, this script runs once and checks the CDR tables for calls that disconnected within the range you select in the Select call disconnect time range parameter. Select Run once on the Schedule tab to run this script in troubleshooting mode. However, the managed object does not collect CDRs unless this script is running, which could pose a problem should you want to troubleshoot a call that occurred 5 minutes ago, for example. Therefore, to perform troubleshooting as needed, run this script as a separate job with data collection and events disabled, and set the schedule to run every n minutes. By doing so, the supplemental database will always contain data you can use for troubleshooting.
Run SetupSupplementalDB to create the Avaya CM supplemental database.
The following table identifies all supported condition codes:
|
Condition Code |
Description |
|---|---|
|
0 |
An intraswitch call, which originates and terminates on the switch |
|
1 (A) |
An attendant-handled call or an attendant-assisted call, except conference calls |
|
4 (D) |
An extremely long call or a call with an extremely high message count TSC. An extremely long call is one that lasts for 10 or more hours. An extremely high message count TSC is 9999 or more messages. When a call exceeds 10 hours, the system creates a call record with this condition code and a duration of 9 hours, 59 minutes, and 1-9 tenths of a minute. The system creates a similar call record with this condition code after each succeeding 10-hour period. When the call terminates, the system creates a final call record with a different condition code that identifies the type of call. |
|
6 (E) |
A call the system did not record because system resources were unavailable. The CDR record includes the time and the duration of the outage. The system generates this condition code for:
|
|
7 (G) |
Calls that use the AAR or ARS feature. |
|
8 (H) |
Calls that are served on a delayed basis by the Ringback Queuing feature. |
|
9 (I) |
An incoming call, a tandem call, an incoming NCA-TSC call, or a tandem NCA-TSC call |
|
A |
An outgoing call |
|
B |
An adjunct-placed outgoing call |
|
C (L) |
A conference call For trunk CDR, the system create a separate call record, with this condition code, for each incoming or outgoing trunk that is used during the conference call. If you disable ITCS and OTCS, the system records the extension of the originator of the conference call. The system does not record any other extension. If you disable ITCS, and you administer the originator of the conference call to use Intraswitch CDR, the system generates a call with this condition code whenever the originator of the conference dials a nontrunk conference participant. If ITCS is active, and you do not administer the originator of the conference call to use Intraswitch CDR, the system generates a call with this condition code whenever the originator of the conference dials an intraswitch conference participant. |
|
E (N) |
A call that the system does not complete because the following facilities to complete the call are unavailable:
This condition code also identifies an ISDN Call By Call Service Selection call that is unsuccessful because of an administered trunk usage allocation plan. Incoming trunk calls to a busy telephone do not generate a CDR record. |
|
F |
A call that the system does not complete because of one of the following conditions:
|
|
G |
A call that the system terminates to a ringing station |
|
H |
Notes that the system abandoned a ring call |
|
I |
A call that the system terminates to a busy station |
|
J |
An incoming trunk call that is a new connection that uses Additional Network Feature-Path Replacement (ANF-PR) or DCS with Rerouting. For more information, see the Administrator Guide for Avaya Communication Manager. |
|
K |
An outgoing trunk call that is a new connection that uses ANF-PR or DCS with Rerouting. For more information, see the Administrator Guide for Avaya Communication Manager. |
|
M |
An outgoing trunk call that the system disconnects because the call exceeds the time allowed. |
|
T |
CDR records for calls that meet the following conditions:
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AvayaCM Active SPE object
By default, this script runs every 5 minutes.
Set the following parameters as needed:
|
Parameter |
How to Set It |
|---|---|
|
General Settings |
|
|
Job Failure Notification |
|
|
Event severity when job fails |
Set the event severity level, from 1 to 40, to indicate the importance of the failure of the CallFailures job. The default is 5. |
|
Include call details? |
Select Yes to include call details in the events raised by this script. Leave this parameter unselected to suppress the following call details:
NOTE:If you configured Communication Manager to use Agent ID numbers, an event will identify an Agent ID or gateway, rather than a called or calling phone extension. The default is selected. |
|
Raise event if no records found? |
Select Yes to raise an event if there are no CDRs to monitor. This does not mean there are no CDRs with abnormal condition codes. Instead, it means there are no CDRs at all. The default is unselected. |
|
Event severity when no records found |
Set the event severity level, from 1 to 40, to indicate the importance of an event in which no CDRs were found. The default is 25. |
|
Query Filters |
No matter how many calls match the filters you select, an event displays only the first 50 calls. |
|
Exclude these failure codes |
Provide a comma-separated list of the condition codes you do not want to monitor. |
|
Exclude these failure codes on zero duration calls only |
Provide a comma-separated list of the condition codes you do not want to monitor, but only for calls that have a duration of zero. |
|
Include Only these FRL codes |
Provide a comma-separated list of the Facilities Restriction Level (FRL) codes you want to use as filters. Leave this field blank to include all FRL codes. For more information, see Step 6 (Optional): Configuring CDR Parameters to Filter by FRL Codes. NOTE:To avoid an error message, run the SetupSupplementalDB Knowledge Script once before running this script. Also, set up FRL at the Avaya System Access Terminal (SAT) interface before running this script. Do not use FRL at the Avaya SAT interface with previous versions of this module. |
|
Minimum duration |
Set this parameter to filter out records whose call duration is less than the specified value. Accept the default of 0 to ignore the filter for minimum call duration. |
|
Maximum duration |
Set this parameter to filter out records whose call duration is greater than or equal to the specified value. Accept the default of 0 to ignore the filter for maximum call duration. |
|
Calling phone number |
Specify the number of the calling phone you want to find in the CDRs. Wildcard characters are acceptable. Leave this parameter blank to search for any calling phone number. NOTE:If you configured Communication Manager to use Agent ID numbers, an event will identify the Agent ID or gateway associated with the Calling phone number you enter here. |
|
Phone number connector |
Set this parameter only if you specify both a Calling phone number and a Called phone number. Your selection indicates how the script will connect the two parameters: AND or OR. The default is AND. |
|
Called phone number |
Specify the number of the called phone you want to find in the CDRs. Wildcard characters are acceptable. Leave this parameter blank to search for any called phone number. NOTE:If you configured Communication Manager to use Agent ID numbers, an event will identify the Agent ID or gateway associated with the Called phone number you enter here. |
|
Troubleshooting |
|
|
Call disconnect time range |
Select a Specific or Sliding date/time range for which the query should search for data. The default time range is fixed at 24 hours. NOTE:This parameter is valid only when you select Run once on the Schedule tab. |
|
Monitor Failed Calls |
|
|
Event Notification |
|
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Raise event if number of failed calls exceeds threshold? |
Select Yes to raise an event if the number of calls that failed with an abnormal condition code exceeds the threshold you set. The default is Yes. |
|
Threshold - Maximum number of failed calls |
Specify the maximum number of calls that can fail before an event is raised. The default is 0 calls. |
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Event severity when number of failed calls exceeds threshold |
Set the event severity level, from 1 to 40, to indicate the importance of an event in which the number of failed calls exceeds the threshold. The default is 15. |
|
Data Collection |
|
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Collect data for number of failed calls? |
Select Yes to collect data for charts and reports. If enabled, data collection returns the number of calls that failed with an abnormal condition code during the monitoring period. The default is unselected. |