Collecting Information
In this document you will find information on how you can best help us provide you with the highest level of support and resolve technical issues in the most effective manner possible.
General Guidelines for Requesting Technical Assistance
More often than not, support inquiries can be resolved much more rapidly when specific technical data is provided by the developer. Providing the Customer Obsession team with log files that help illustrate any problems, and a clear explanation of how we can help is key to an accurate resolution in a timely manner. Therefore, it is requested that you provide the following information when opening a support ticket:
- The log data that appropriately illustrates the problem (see below)
- The session ID(s) of any calls that warrant investigation
- A static (i.e., xml-only, without server-side markup) representation of application code: Only required when content is not publicly fetchable via the Web.
Barring the availability of log data for any reason, it is helpful to provide information that helps us understand the problem, such as:
- The caller ID and timestamp (including timezone) for any call sessions that warrant an expert diagnosis
- Instructions on how we can reproduce any problems
- Screenshots that show error messages (where appropriate)
Be advised that some log data can be quite large, and depending on the exact size, might not be easily uploaded via the Evolution ticketing system. In cases where data files exceed 10 Megabytes, it is suggested that data be archived, and then uploaded to your webhosting account via FTP using your regular login credentials for the Evolution portal:
ftp://[EVOLUTION USERNAME]:[EVOLUTION PASSWORD]@ftp.voxeo.net
Specific Data Requirements
If you aren't sure what constitutes the 'right' data to send to Voxeo's Customer Obsession Team, please refer to the listing below to ensure the most rapid resolution possible. Our Customer Engineers are committed to resolving all customer problems in a reasonable time frame. Trouble tickets that are submitted to the Support team should contain the appropriate information detailed below in order to ensure the most accurate turnaround possible.
Evolution Developer Network
Quality of Service Issues
Definition: Any instances of inbound or outbound calls on the Voxeo hosted network that suffer from issues specific to audio quality. This can include half-duplex conferencing (one-way audio), garbled or artifacted media playback, among others.
- Full-call recordings generated via
<recordcall> (if available). Note that submitting a full-call recording is required in order to effectively troubleshoot issues with Call Progress Analysis (voicemail detection) issues.
- Session logs (Account --> Application Debugger) OR
- Timestamp, called ID, and caller ID for example incident, OR
- Instructions detailing how to reproduce a call routing error
Call Routing Errors
Definition: Any instances of inbound or outbound calls that fail to complete when routed through the Voxeo hosted network.
- Session logs (Account --> Application Debugger) OR
- Timestamp, called ID, and caller ID for example incident, OR
- Instructions detailing how to reproduce a call routing error
Prophecy Premise System
Quality of Service Issues
Definition: Any instances of inbound or outbound calls on a locally-deployed Prophecy system that suffer from issues specific to audio quality. This can include half-duplex conferencing (one-way audio), garbled/artifacted media playback, among others.
- Prophecy Log Viewer output: Right-click your Prophecy system tray icon and select Log Viewer, place a call, and copy/paste the output into a text document.
- VCS logs, located in the \voxeo\logs\vcs\ directory (Windows) or \opt\voxeo\logs\vcs\ (Mac and Linux).
- VoiceXML logs, located in the \voxeo\logs\vxml\ directory (Windows) or \opt\voxeo\logs\vxml\ (Mac and Linux).
- Designer logs, (only if relevant) located in the \voxeo\logs\Designer\ directory (Windows) or \opt\voxeo\logs\vxml\ (Mac and Linux).
- A Wireshark packet capture.
- Full-call recordings generated via
<recordcall> (if available). Note that submitting a full-call recording is required in order to effectively troubleshoot issues with Call Progress Analysis (voicemail detection).
Call Routing Errors
Definition: Any instances of inbound or outbound calls that fail to complete when routed through the local Prophecy system.
- The output of
netstat -abn > output.log (Windows command prompt), or lsof -i > output.log (Mac and Linux terminal).
- Prophecy Log Viewer output: Right-click your Prophecy system tray icon and select Log Viewer, place a call, and copy/paste the output into a text document.
- VCS logs, located in the \voxeo\logs\vcs\ directory (Windows) or or \opt\voxeo\logs\vcs\ (Mac and Linux).
Prophecy Installation Issues
Definition: Any problems that occur when attempting to install, or re-install Prophecy software on a local machine.
- The specific message displayed when installation errors occur - for GUI installs, there will be a popup error window. For Linux console installs, you will see an error in the terminal.
- The Voxeo_Prophecy_InstallLog.log file, located in C:\Program Files\Voxeo\ (Windows) or \opt\voxeo\ (Mac and Linux) Note that if this file does not exist, then the downloaded installation file is corrupted.
Prophecy Licensing Issues
Definition: Any issues specific to license expiration for the Prophecy platform, Text-to-Speech engines (TTS), or Automatic Speech Recognition (ASR) engines.
- The output of
C:\Program Files\Voxeo\>prophecy help (Windows command prompt) or ./prophecy help command (Mac and Linux terminal).
- Specific details as to which component (as listed above) is encountering license issues including vendor, version number, and voice (for TTS) or language pack (for ASR).
- The output of the
\opt\voxeo\prophecy register\ command (entered at the command prompt for Windows, or at terminal for Mac and Linux)
- Current system ID, and if the license shows a different system ID, that one as well.
Prophecy Configuration Issues
Definition: Any issues specific to Prophecy functionality or with third-party integrations, such as telephony, ASR and TTS, etc.
- The output of
C:\Program Files\Voxeo\>prophecy help (Windows command prompt) or ./prophecy help (Mac and Linux).
- The output of
C:\Program Files\Voxeo\>prophecy start (Windows command prompt) or ./prophecy help (Mac and Linux).
- VCS logs, located in the \voxeo\logs\vcs\ directory (Windows) or or \opt\voxeo\logs\vcs\ (Mac and Linux).
- Logs relevant to the particular issue (VoiceXML, SIPMethod, Management Console, etc), all of which are located in [VOXEO]\logs\[COMPONENT]. If you are unsure, upload the entire \logs directory to your webhosting account.
- The output of
netstat -abn > output.log (Windows command prompt), or lsof -i > output.log (Mac and Linux terminal).
- A copy of C:\Program Files\Voxeo\config\config.xml (Windows) or \opt\voxeo\config\config.xml (Mac and Linux).
- Nuance 8.5 ASR issues require the files located in C:\Nuance\V8.5.0\mrcp\watcher.startup and C:\Nuance\V8.5.0\mrcp\logs\*_current.
- Nuance 9 ASR issues require the contents of C:\Program Files\Nuance\Speech Server 5.0\server\logs\ and C:\Program Files\Nuance\license_manager\license.
- RealSpeak TTS issues require the files located at C:\Program Files\ScanSoft\config\swittsclient.cfg and C:\Windows\Temp\ttsserver_log_SYSTEM_*.xml.
- RealSpeak 4.0.x TTS configuration issues require the contents of C:\Program Files\Common Files\ScanSoft\flexlm\license\ folder. For RealSpeak 4.5.x, send the contents of C:\Program Files\Nuance\license_manager\license\.
Telephony Configuration Issues
Definition: Includes general telephony configuration issues specific to Paraxip/Dialogic, Netborder/Sangoma, Cisco, Audiocodes, miscellaneous PBX systems, VoIP providers, etc.
- Dialogic driver and Paraxip Gateway version (where applicable), located in Settings > Control Panel > Add or Remove Programs. Click Intel Dialogic Drivers and then click the Support Information link. Do the same for Paraxip Gateway.
- Paraxip logs (where applicable), located in C:\Program Files\Paraxip Gateway\logs\GatewayDebug.out.
- Paraxip config (where applicable), located in C:\Program Files\Paraxip\config. Get gw.properties and routing-rules.xml.
- Sangoma driver and Netborder Gateway version (where applicable), located in Settings > Control Panel > Add or Remove Programs. Click Sangoma Drivers and then click the Support Information link. Do the same for Netborder Gateway.
- Netborder logs (where applicable), located in C:\Program Files\Netborder Gateway\logs\GatewayDebug.out.
- Netborder config (where applicable), located in C:\Program Files\Netborder Gateway\config. Get the gw.properties file and the routing-rules.xml file.
- VoIP provider information (where applicable), which is accessible by opening the Log Viewer and leave open until a REGISTER occurs, then copy and paste the output into a text file called register.txt.
- Cisco 28xx running configuration (where applicable), which is available by typing
show run from the Cisco console.
VoiceObjects Premise System
General Issues
Definition: Any problems that occur during the regular operation of VoiceObjects and during maintenance. Any kind of manual setup issues also belong in this category.
- The version of the VoiceObjects platform you are using. It is displayed in:
- The lower right corner of the main VoiceObjects Desktop window.
- The console log messages of VoiceObjects Desktop and VoiceObjects Server instances.
- Information on when (date, time as seen on the machine running VoiceObjects) the problem has occurred and an archive of the following folders:
- [...]\VoiceObjects\Platform\WEB-INF\log\
- [...]\VoiceObjects\Platform\WEB-INF\config\
- [...]\VoiceObjects\Platform\WEB-INF\etc\
- An indication of whether the system is in production or in development.
- The media platform and media platform driver you are using in combination with the VoiceObjects platform.
- A description of any recent changes performed on the system and/or network environment which may be related to this issue.
Call Time Issues
Definition: Any issues occuring during a call into a VoiceObjects service.
- An export file (VoiceObjectsXML) of the project which has been used for the service start object.
- A trace file from a call.
- At least the SRV_Processing.log from the time the call has been performed (or the entire [...]\VoiceObjects\Platform\WEB-INF\log\ folder).
- In case you assume that the issue can be seen better when looking at the HTTP request from the media platform to VoiceObjects or the rendered VoiceXML, please check the URL or VoiceXML logging options as described in the online help - Additional log settings in the Troubleshooting Instructions.
Installation Issues
Definition: Any problems that occur when attempting to install, or re-install VoiceObjects with the installer.
- An indication as to whether or not this is an attempt to install VoiceObjects Desktop for Eclipse/Developer Edition or to install VoiceObjects Server
- The specific message displayed when installation errors occur: For GUI installs, there will be a pop-up error window. For Linux console installs, you will see an error in the terminal.
- A copy of VoiceObjects_9_InstallLog.log - located in the VoiceObjects main installation directory.
- The settings used during installation.
- The software environment (OS, RDBMS, Web Server, JVM).
Licensing Issues
Definition: Any issues specific to the licensing in VoiceObjects, be it a license expiration or a license enhancement.
- Copy the licenses for Server and Desktop from the License Editor in VoiceObjects Desktop and attach them to your support inquiry.
- Let us know if you / your company is currently in contract discussions with Voxeo.
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