ACD stuck half in EMERGENCY ROUTING - PLS HELP 1

[nortelme]

I have a Cinphony 2.0 running on a NAM 2.0, Hard Drive is 4.1 with 24 incoming lines on MICS 6.1, 1 routing table, and 5-6 agents. Calls are first screened by a seperate NAM 2.0 with a 4.1 Hard Drive running NVM 4.1.005, then transferred to the ACD using DN:501 in Routing Table One.

The customer accidently put the system into Emergency Over Ride over a long weekend. When the Supervisior took it out of Emergency, the telephone sets show "EMERGENCY ON?" (meaning that it is off)...while the monitor shows a flashing red star in the upper right hand corner indicating the Emergency is still on.

I tried rebooting everything, no change. Tried setting the Supervisor Teleset to "EMEREGENCY OFF?" (indicating that it is on), then rebooting, still no change. I even went into the NAM's OS2 DOS and renamed the C:/CINPHONY/EMERGENCY.DAT file to .DA1 then rebooting. That only caused the system not to find the file and it never rebuilt it.

Has anyone run across this problem before? I'm pretty sure awhile back CINTECH had me delete some files, then excute some kind of DOS commands...but I can't remember what they were.

Any HELP would be greatly appreciated.

Thanks.

 

[gforce9]

Try running a 'chkdsk' at the c: prompt. Do you see any "...crosslinked at xxxx..."?

 

[FletcherP]

Q. Emergency Routing does not turn off
A. On occasion emergency routing will not turn off in the
Cinphony system and the red * will show in the corner of the
status screen. To correct this issue, you need to go to the DOS
SHELL and remove the EMERGNCY.ON directory by typing the
following:

RD EMERGNCY.ON

Once this has been removed, then have the user turn emergency
routing on and then back off. This will now clear the * in the
upper right hand corner of the screen.

 

[nortelme]

Thanks for the quick response guys!

Tried: going into the DOS SHELL (of the Cinphony ACD Master Screen) and removing the EMERGNCY.ON directory by typing

RD EMERGNCY.ON

while the ACD was active. It told me "DIR LOCKED" (Directory Locked).. and it wouldn't let me remove the directory, I was at c:\cinphony\ prompt. Question do I have to turn off the ACD MASTER and go into OS-2, or is there someway of unlocking the directory to remove it?

 

[gforce9]

Go into ACD control and running in their 'safe mode'(I don't recall what it's called....something like demo mode), then see if the directory is still inaccessable.