Call Pilot-Symposium Interface IVR Ports 1

[jeanvaljean]

Option 11C, Rls 3.0, Symposium Call Center Server 5.0 and Call Pilot 4.0: Ports 11 and 12, tn's 7-10 and 7-11 respectively are set up as IVR ports and they will not initialize/go into service.

The cls of the tn is set to MMA and FLXA, and AST 00, 01.
The ports are configured into their own ACD queue (3601).
The ports are programmed as m2008 sets in the pbx and the sets are successfully acquired as voice ports in the Symposium.

The ACD/IVR queue 3601 is 'acquired'in Symposium.

Command in script is to "GIVE IVR 3601 WITH TREATMENT XXXX. Calls are actually sent to the IVR Ports and the ports on the Option 11C side trace(trak)as busy, although on the Call Pilot side there is no answer; Note that all during this time the Call Pilot ports, as shown in Channel Monitor, are Green with a solid black question mark indicating that the ports are "not initialized".

 

[pronei]

Have you acquired the individual IVR TN's in Phonesets & Voiceports config in Symp?

 

[jeanvaljean]

Yes, the voice ports and the IVR ACD-DN are successfully acquired. One note though, I have read where the 'default IVR ACD-DN (999) and the actual IVR ACD-DN should be numbered the same. Our Actual IVR ACD-DN is 3601 whereas the 'default' is 999. But there is no apparent way to change the default number, and no way to mark the actual 3601 as the default.

Nonetheless, I believe the problem is based in the Call Pilot since it is there that the two IVR channels fail to initialize.

I should also point out that the two IVR ports are in fact configured in the Call Pilot as IVR ports, and not as 'access' or regular voice ports.

So far no one, including Nortel, according to our 'authorized nortel distributor' has been able to figure out what is wrong with this system that it cannot initialize its two IVR ports and provide IVR interface services such as "press 1 to leave a message or press 2 to stay in queue (and keep your place in queue).

Mike Shoop

 

[pronei]

Is callpilot, other than IVR, working correctly?

Paste the ACD DN, & the TN's for those IVR ports.

Also, are your CP & Symp pep'd up to date?

You do not have to number the default the same as whatever acd-dn you create.

 

[Pbxpoweruser]

When ports are not initialized it can mean many things. Triple check the TN, SCN and ACID values as well as the fact that they should be set to IVR. Make sure Symposium integration is check and that the proper address is entered. You also need to be able to ping the CLAN addresses across from both the Callpilot and Symposium. Lastly stop the MAS PORT LINK HANDLER #2 and the VSM Service them restart MAS PORT LINK HANDLER #2 then VSM...