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Avaya RSP Troubleshooting

This article covers the primary scenario for troubleshooting Avaya connector “No CDR” alarms. If CDR still isn’t being received within 3 hours of attempting the Resolution Steps, please reach out to ISI Support.

Scenario #

  • isvAvayaRSP doesn’t find the Avaya server.
  • isvAvayaRSP has errors in the log (Manage Background Services).
  • Cloud Connect Queue folder has not been modified within alarm duration.
  • Scannex buffer box has not received CDR within alarm duration.

Resolution Steps #

  1. Log into the Cloud Connect server.
  2. From the Start Menu, open the folder ISI Cloud Connect and open Manage Background Services.
  3. Choose isvAvayaRSP from the list and click Stop.
  4. Open the Avaya Site Administration application on the applicable server.
  5. Type change-ip-services into the drop-down box and Send.

#

    • If there is more than one CDR service, find the one that has Remote Port 9000. It may be labeled Scannex, Remote Collection, or Cloud Connect.
  1. Select tab 3 and locate the CDR service found in Step 5.
  2. Change Reliable Protocol from y to n and click Enter (f3).

  1. Change Reliable Protocol from n to y and click Enter (f3).
  2. On the Cloud Connect server, click Start in Manage Background Services for the isvAvayaRSP service.