Checklist for Infostore/Analyzer Issues

Symptoms

Original Enquiry

"The data shown in the VO Analyzer reports is weird / not complete"

Detailed Description: How to identify

• Log in and view the Control Center for the corresponding VoiceObjects Server(s). Check the size of the Infostore queue size (if VoiceObjects > 9.1) and the Infostore lamps in the Control Center. If not possible due to access restrictions or the like, ask for a screenshot!
• Check and ask for the SRV_Infostore and SRV_Database log files from each server instance. Investigate if there are any messages about connection issues and the like.

Environment

VoiceObjects > 9
Persistent Infostore queue is available since VoiceObjects 9

Cause

In the special case the connection to the Infostore repository was going over a WAN connection and as it turned out this connection was not reliable all the time.
Similar issues have been reported earlier also when the network itself was not working as expected.

Due to this VoiceObjects Server stopped writing to Infostore and instead switched to the failover mechanism of storing the corresponding SQL statements in the persistent Infostore queue on each server instance.
The same behavior can happen when the Database is not working as expected, e.g. when the performance is not high enough to write all entries reaching the DB from VoiceObjects.

Resolution

• Secure that each server machine running a VoiceObjects server instance can establish a JDBC connection to the DB containing the Infostore repository
• If no additional JDBC connections can be established, disconnect all existing JDBC connections from the VoiceObjects server machines. They will be re-created automatically.
• Check the network sanity between VoiceObjects and the database.
• Check the Database logs for any issues.
• If that doesn't help, please restart all VoiceObjects server instances. To avoid call downtime this can be done one after the other (e.g. by adjusting the load balancer in between to avoid loosing of calls).
• After restarting the server instances should start to clear the Infostore queues by writing to the Infostore repository. This can be checked by watching the Infostore queue size (if VoiceObjects > 9.1) and the Infostore lamps in the Control Center.