BCM 3.0 freezes lines "in use:335"

[CharlesBr]

It happens once a while, on lines 062 & 063 (the two first lines of their cascading main number). Sometimes one sometimes the other, sometimes both, they get "frozen": there is a solid black triangle next to it as if somebody was on the line but it says it is "in use" by 335, which is the first DN of the application DNs.

The 2 lines are not answered by the AA, they only ring on the reception phone.

When the thing happens, bcm monitor does not show anything but greyed out question marks next to the lines. Disconnecting the lines does not release it, only setting them to unsupervised works.

I will apply the patches that came out yesterday soon, but meanwhile, any hint on what to test/verify?

 

[SupportDude]

Test for supervision from Telco.
Have somebody call in, put them on hold, then have them hang up. See how long it takes for the indicator to disappear.
Is 335 the VM Dn or is it possible it is the modem?

-SD-

http://www.mysupportguy.net

 

[CharlesBr]

you are fast!
1)I will test it this friday. how long would be "abnormal", or normal, before the indicator disappears?

2)modem DN=499, VM DN=500. it's a standard our team uses

 

[SupportDude]

It should disappear almost instantly.
Some C.O.'s can take up to 12 seconds, anything more than that and you have no DS on those lines.

Strange problem.
Does 335 show up under voice ports in BCM Monitor?
Does the receptionist phone FNA to VM?

-SD-

http://www.mysupportguy.net

 

[CharlesBr]

1) I included a screenshot of the monitor. I jumped when I saw the "group DN" for the contact center... Is it something I induced through programming?
2) FNA is set after 4 rings.
3) The problem seems to happen often (although not exclusively) after hours, when their main line is forwarded through *72 at the carrier
4) A colleague told me that it must have something to do with the implementation of their "call center", which is rather fishy; lines 064-065 (those lines never freeze, by the way) are answered by a skillset, with a maximum of one agent logged in at all time. The agent insisted on having line appearance of both lines on his set.

it is a strange issue...

 

[SupportDude]

That was assigned by default. Don't worry, you didn't do it.

This gets more interesting with each post.

If 062 and 063 are both busy, does the call hunt to 064 and then 065?

Do 064 and 065 only appear on the agent set?
What is the purpose behind that?



-SD-

http://www.mysupportguy.net

 

[CharlesBr]

First, I was mistaken regarding the lines: the fact is:
062-64: ring only on reception, they are cascading lines.
065: backdoor for vm access, appr only on reception, AA picks up after 2 rings.
066-067: call center lines, they are cascading on their own, appr only on 2 phones, answered by the contact center.

2)Hunting occurs normally in both cascades, separately of course.

3)The purpose for the agent to see the lines is for him to hurry up if he sees the other line being distributed (!)

 

[SupportDude]

Still wondering how those first two lines might get into VM.
I've never actually watched the call flow in BCM Monitor to see how the CC DN in voice ports is used, but I would assume it only comes into play while an announcement is presented to the calling party.

Curious to see how the DS test turns out on those two lines.

-SD-

http://www.mysupportguy.net

 

[CharlesBr]

DS is activated on the lines, and the patches applied successfully. I will revive the thread if anything new happens!

 

[CharlesBr]

I opened a case with Nortel tech support, and they told me they were already working on something similar.

There is 2 patches for it, recently out;

BCM050.R300.DSP-FIRMWARE-85
BCM050.R300.CORE-TELEPHONY-84

 

[SupportDude]

Thanks for the update CharlesBr!!
Good to know.

-SD-

http://www.mysupportguy.net