201i Card question

[fitzy73]

I have a client that has asked me to have a look at their telephony contracts. I have a fair to reasonable knowledge of LAN architecture but my telephony is a bit rusty, so apologies if this is not in the right forum.

The client has a Nortel CS1000 and separate CallPilot server. They also have a link through a 201i card to an old Meridian 1 (option 11, I think).

They have had issues with comfort messages - i.e "you call is import to us, please continue to hold" - when call queueing. The comfort message has, in recent days, and after a scheduled reboot of the telephone system, reverted to an old comfort message.

The telephony provider - who is useless - is telling them that the 201i card is corrupted. They are unable to say how they know this.

Is there any way I can run diagnostics on the 201 card?

Also, and I'm struggling to understand this, why is the meridian system involved at all?

Very grateful for any responses!

 

[Firebird Scrambler]

This "comfort" message is a little odd?. Is the customer sure it's from the Call Pilot voicemail system?. I've had cases where messages have changed since a power outage and they were traced back to a Miran card that sits in the Meridian Option 11 system which reverted back to it's old settings because the Miran backup file wasn't saved when the customers announcements were changed.

All the best

Firebird Scrambler
Meridian 1 / Succession and BCM / Norstar Programmer in the UK

http://www.linkedin.com/in/davidbromley

If it's working, then leave it alone!.

 

[one234]

Hi,

Do they also have Contact Center? If not, then the comfort message can't come from CallPilot. CallPilot can only generate comfort messages in combination with Contact Center (IVR or Access channels). If they use standard ACD you can only get messages from RAN routes. And RAN routes are connected to a MIRAN or maybe even a Cook announcer or some other announcer. But not CallPilot...


Marc D.

If Bill Gates had a nickel for every time Windows crashed... Oh wait, he does...

 

[fitzy73]

Ok I've had a look at teh hardware. There is indeed a Meridian Option 11 with a Miran card installed.

Also, the card is a 202i, not a 201. There is also a Contact Centre server.

The 202 card has a "CRI" on the status LED, so I guess I will need to look at the logs to see what the issue with that card is.

I'm trying to figure out why they are using the Meridian at all. Some legacy devices maybe? That still doesn't explain why the comfort messages are coming from the Miran card.

The incumbent supplier has no documentation on the layout so I'm shooting in the dark a bit. First think I noticed though is they never bothered to put a second power supply in the MG1010 chassis![ul]
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[bignose21]

Dont worry too much about the critical error on the 202 as they always display this if the external dvd is not plugged in as it cant see the bus terminator. You are better logging into Callpilot manager and taking a look at it see if there is any issues with the channels etc.

You need to follow it through from the start and establish where the message comes from. Start with the incomming number, look in IDC see if it is altered, you will probably find it is delivered to a CDN. Print it in LD 23 see if it is acquired (CNTL = yes, ASID = elan that has acquired it). In LD 48 stat ELAN look at the ELAN number (Matches the ASID in previous step) get the IP address you now know the server it is delivered to. Probably going to be the Contact Centre, look in the master script for a IF CDN EQUALS <the number of the CDN> THEN EXECUTE SCRIPT scrip_name. Then open that script and see what it does with the call. In this script you will find where the message comes from:

GIVE IVR - Callpilot
OPEN VOICE SESSION - Callpilot
GIVE RAN - MIRAN

What you might find is the CDN is not acquired and the call is being treated by basic ACD and that is why the message is wrong (See FRRT, SRRT against the CDN or ACD). If that is the case just re-acquire from the CC. Either way do some investigation and give us an idea where the fault lies.

 

[fitzy73]

Thanks Bignose. I'll give that a go.