VMPro PC Hangs

[colpot]

We have a Customer who uses VM to front calls in 16 languages to 2 depts. We had a problem where the VM Server would hang and need to be rebooted. We loaded VM and Manager onto a laptop and ran for a week without any problems. I have returned to site and loaded VM and Manager onto a clean PC with only the VM running on it and the PC has hung twice since yesterday.
System Config is as follows
IP406 ver 3.2.54 with 8DS and 2Alog on control unit
DIG DCPx30 V2
DIG DCPx16 V2

PC Win XP Pro 2002 SP2 Pentium 4 3GHz with 480MB Ram
Laptop WinXP Pro2002 SP2 Intel Core 2 CPU 1.66GHz 504MB

I have the PC plugged directly into the IPO as I thought it may be the Customers Switch. However it still hung whilst connected directly. IPO is on customers network as they have 4 x Phone Manager Users.

Any Ideas?

Colpot ACA:Implement
(Remember - If it aint broke - fix it till it is.)

 

[digital12188]

make sure the Nic card set for 100meg/Half duplex.

Also do u get any error messages when it stops.

 

[colpot]

Nothing at all. Nothing on screen or in the event logs. All that happens is that the PC runs very very very slow.eg click on start and wait approx 30 mins for it to register. as far as I can see the services are running.

Colpot ACA:Implement
(Remember - If it aint broke - fix it till it is.)

 

[aeverson]

Check you power settings under the PC's display settings. Your hard drive might me going to sleep after a period of inactivity. Also check your VMPRO service recovery settings and set them all to restart upon failure.

 

[colpot]

Thanks
Power settings set ok.
Recovery already set to restart.

Colpot ACA:Implement
(Remember - If it aint broke - fix it till it is.)

 

[aarenot]

set VM to interact with desktop to see what is going on with VM, set up monitor traces, and try the dbgview software. Check licenses, power sources, turn all firewall, anti-V off.

 

[colpot]

Thanks aarenot
Am already running with desktop interaction and am waiting for next freeze. Unfortunately so far Customer has rebooted PC before I can get to site, so have asked them to leave it which is ok if fallback kicks in on IPO and bypasses VM, otherwise incoming caller gets busy which is not good.
Hopefully they can read last few entries to me over the phone!
FW & AV are off and licences valid.
Cheers

Colpot ACA:Implement
(Remember - If it aint broke - fix it till it is.)

 

[janni78]

What VMPro version are you using?

 

[sizbut]

http://marketingtools.avaya.com/knowledgebase/tools/debug/index.htm

 

[colpot]

Thanks janni78 & sizbut
System is now 3.2.55 & vm 3.2.30
It appears that the vmpro5svc starts to use 50% CPU just before the service stops. I have stopped and restarted service just now and it runs at 0/1% usage.
Just waiting for it to stop again.
Cheers

Colpot ACA:Implement
(Remember - If it aint broke - fix it till it is.)

 

[mforrence]

You may want to look for a rogue program/memory leak. CTRL/ALT/DEL for task manager - click Processes tab - click "View" then "Select Columns" and checkmark "Handle Count". Generally, any application that has more than 2 or 3 thousand handles has a memory leak and may be the cause of your slow performance. A couple of weeks ago, I had a VMPro runnig on a Dell - one app (iad.exe) was using 49,000 handles. Turned off app in services, problems stopped.
Mike

 

[colpot]

Thanks mforrence
The PC just hung again and is so slow to react that I have to reboot to get the call centre up and running again. The vmpro5svc was up to 54% CPU usage and calls ringing in get silence when the VM picks up. I guess if you hang on long enough the message may eventually play!
I checked the handles as you suggested, but all processes are below 1000. I gues I need to see it when the system runs slow again.
Cheers

Colpot ACA:Implement
(Remember - If it aint broke - fix it till it is.)

 

[tlpeter]

sound like your getting out of memory and then stops working right
you use 16 languages wich is a lot
a laptop is designed to use less power and memory so you could try some more memory


ACA - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[aeverson]

Are you using any assisted transfers in voicemail pro? If so you will need to add a $ touch tone to deal with invalid key presses. Theres a bug in 3.2.54 that basically locks up voicemail PRO if a user selects an invalid key press on a menu. Its fairly easy to test. Simply call an automated attendant that has an assisted transfer and hit the an invalid extension. Hope this helps

 

[aarenot]

I always put the $ in every menu, and forget to mention to check for it, good call aeverson. I would although just use blind transfers to reduce resources being used by the VMPRO Server.

Also, with 16 languages taxing the VMPRO Server, I would suggest if using the schedules(test conditions) in VMPRO, try using the time profiles in manager to further reduce the VMPRO Server resources in use. Also if groups match the names of modules, they can overflow to the group auto if vmpro goes down.

 

[colpot]

Thanks guys, I tried yesterday with invalid key press but the system carried on running - it appears that the VMPro waits until I hit valid key. The incoming caller has an option to press 1 or 2. Then they are sent assisted transfer for 20 secs to group, then given another set of options to carry on holding/speak to an english agent/leave message.
I am currently looking through monitor/vmprov5svc traces to see what call sequence occurs prior to lock up.
With regards to Fallback, I have this working slightly differently as when the modules and group names matched the Phone Manager would not go into the mailbox to retrieve messages (it went to module), so had to rename modules. Just had to enter groups in fallback and this works when VM PC is off, but if on with VMPro service stopped just gives busy.

Cheers

Colpot ACA:Implement
(Remember - If it aint broke - fix it till it is.)

 

[aeverson]

What I meant by invalid key press is if for example you have a menu with a 3??? linked to an assited xfer. If a caller presses an invalid 3XXX extension the system will try to xfer the call and then lock up.

 

[Gibsonic]

what i generally do is set all extension transfers to blind transfers to $KEY then create a shortcode in the IP office for that extension range that will send anything that doesn't match an extension to a VM pro module i call "Invalid Entry" b/c i have that module do a "Goto" command to the AA with the "enu\100.wav - 'invalid entry' " system wav as an entry prompt.

so for instance, if my extension range is 2500-2599 i build a touchtone for 25?? in the AA. I then create a shortcode of 25xx/"Invalid Entry"/0/Voicemail Collect.

you could definatley do the above without using any entry prompt, but i liked the 'invalid entry' message so that it gave the caller some feedback as to why the AA was starting over.

I use to do some funky stuff with assisted transfers but i like this method much better now.

 

[colpot]

A quick Update.
We have switched the VMPro from the PC to the laptop until Crane/Avaya can come up with a solution. They are saying it may be an issue using a dual processor PC.
Cheers

Colpot ACA:Implement
(Remember - If it aint broke - fix it till it is.)

 

[aarenot]

Keep us updated on that, and send us the patch they give you for that dual proccessor issue.