ACD Inactive msgon features 921, 922, 923

[hell0d0lly]

Customer has an MICS w/ DR6.0, Norstar VM & Minuet ACD. All was working fine until we attempted to install a non-functional SMDR 6. Went into XFTEST to remove inactive codes hoping this would get SMDR working, but it didn't, and the ACD went "Inactive". Feature codes 921, 922 & 923 now say "ACD Inactive", codes 901 - 909 say "Inactive feature". Code 920 lets me think I'm changing the config, but it never asks about update when I rls, and penidng update never comes up even though the config seems to stick. XFTEST says feature code 901 - 909 are free, and 921 - 923 are active. Now have a functioning SMDR box that works fine, and is set to feature code 900. All the tips I have seen so far say to remove all inactive feature codes (done that several times) and reboot both the NAM and the MICS (done that also several times). The end result is always the same set of feature codes coming up. Voice mail always comes back up fine in the 980 series. Anybody have any suggestions?

 

[hell0d0lly]

Add'l info: same symptoms as in thread 799-945047, but rebooting both NAM & MICS does not reinstall codes 901 - 909.

 

[hell0d0lly]

Well, as usually happens with me, I figured it out myself, after several calls to "supposed" expert techs that I paid for their time and who did not solve the puzzle. Seems this unit was working (ACD & VM) when we tried to install an SMDR which was DOA. Looked like feature codes were screwed up, so removed all inactives in XFTEST, then did a graceful shutdown. That's when the problems started with ACD. Would not come back active. Found that the backup station set was not set to a live set that had the PRI lines assigned to ACD set to ring on it. Set teh backup station set to a live set, assigned PRI lines for ACD to ring on it, rebooted, and the whole world jumped back on its axis and spun like a top!

All codes came back active, logins were processed and calls were routed (you do have to set the ACD from night to day routing after reboot). Seems that after the first shutdown, the ACD did not recognize the invalid backup station, so it would not come back up, even though the backup station programming had not been messed with and it was working.

The lesson is two-fold: 1) The last thing you touched (removed codes, in this case) may not be the source of the trouble, and 2) if it works, it may still need a little fixing (invalid backup set was not affecting the system because it had not been rebooted). In other words, CHECK EVERYTHING, not just the things you touched if a unit doesn't work as expected.