CallPilot runing with CC6 don't respond the announcement greeting..?

[Optman]

Hi all

We are runing CS1000 Rls 5.0 system as Contact Center solution wiht both CC6 and CallPilot Rls5.0...all work good.
After the reboot of the entire system we have loss greeting..so when customers call the Contact Center they hear only the ringback tone...we have already check the AML and ELAN link on CS1K, it is up: LD 48 stat elan.
I have check for the agents created on CCMA I see that they are "Acquired" and all voiceport...I have check also on the CPMGR callpilot for DS30 channels I see that they are up (IDLE.

Please what can be the issue ?


Thanks

Regards

 

[loneWolf9]

What order did you bring up the servers?

When I have seen this happen in the past it was due to callpilot coming up before contact center was fully ready to go.

 

[Optman]

so you means I need to restart the contact center and wait until it come up then I restart CallPilot ...right?

 

[KCFLHRC]

Have you checked in CC 6 and made sure your access channels are acquired?

 

[KCFLHRC]

If they show acquired then try deacquiring and reacquiring.

 

[Optman]

I have deacquiring and reacquiring the "Phonesets and voice ports" within CCMA--->Configuration menu...but they are staying on "Acquire Pending".

I have test to call the contact center from outside, but only the ringback tone.

may be I need to restart the contact center server..?

any idea please....??

Thanks

 

[KCFLHRC]

There are a couple of services you can stop and start in CC 6 and it may take care of this. One is MAS Link Handler and the other is VSM. If that doesn't work you will need to reboot both more than likely.

 

[Optman]

I have restart the CC6 server, then CallPilot...after that I have restart the both services (CCMS_MAS_Link Handler and CCMS_VSM_Service) on the contact center server...I see all voiceports and phonesets are acquired login on the CC server however, there is no greeting when calling from outside...!!!


any help...


Thanks

 

[KCFLHRC]

What do the channels look like in the channel monitor in Call Pilot?

 

[Optman]

all channels seems to be good and display "idle" status...

 

[DFKSydney]

Some things to check:

LD 48.... STAT ELAN

The CC6 should have port 16, the CP port 17.

If you display the other way around,

Power down BOTH servers.

Power UP the CC6..... Wait.....WAIT Until the CC6 application is up (minus the VSM service.

THEN power up the Call Pilot. Wait 10 mins or so, then start testing.


There can be an issue in restarting both servers at the same time.... sometimes the CP is faster on boot, so grabs 16 first... so you have to go through the above again.

 

[tball1]

you will have to reboot the pbx to clear out the ip address on the elan's other wise they will stay the same way they are now after rebooting pbx stat elan's in load 48 should show 0.0.0.0 then bring up ccm server wait and check service mon when all services are up then bring up callpilot last.

 

[loneWolf9]

Was really hoping the reboot trick would work for you.

Most of the time if CC comes up 1st as there is a delay on Callpilot startup.

Optman. Is this a redundant Callpilot setup by chance? Ask as we are working on that and have seen some issue with the 2 CP fighting over the ports.

Something else you might try (after hours).
Deacquire the ports in CC
Deacquire them in LD 48 on the switch.
Reboot CC 6, let it start to come up, reboot CP
While CP is rebooting go back into CC6 and try to reacquire the ports.

I know it sounds a little redundant, but we had to do that until we were fully PEPed.

Supposedly this issue was fixed in SU3 for CC6.

 

[Optman]

many thanks for your help loneWolf9.

no there is no redundancy for the Call Pilot, only one is runing.

the CC6 is in SU6 and I will do this, and correct me if I'm wrong:

1.Power down CS1000, CC6 and CallPilot.
2.Power up CS1000 and wait about 5 min, then STAT ELAN.
3.Power up CC6 and wait about 10 min then STAT ELAN and see if ELAN 16 is assign to the CC6 server.
4.Power up CallPilot and wait about 10 min, then STAT ELAN and see if ELAN 16 assigned to CC6 and ELAN 17 to the CP.

Please let me know if this correct, I will follow thoses steps after non-business hours...and see what will be happens.

if not I will follow the procedure of loneWolf9 ...

any idea ...?


Many thanks

 

[Optman]

I have follow this procedure, but with the same issue...

any help please...

 

[intelligentium]

1) Give a LD 48> DACR ALL
2) Then delete the IVR ports on the CCMA page.
3) Add them again. Acquire.
4) Reboot CC6 and Callpilot

But before that make small tests like pinging your CC6 from Callpilot and CP from CC6 to make sure the network is good.

And are the vsessions radio buttons in the VSM task window populated ? Check the logs in CP as well as Server Utility is cc6. And also windows event logs to check if anything unusual is there.

1) Also shutdown VSM
2) Restart MAS link Handler, which should bring both up.

 

[KCFLHRC]

Also verify your CLAN connection is good. Call Pilot uses the CLAN to communicate with CC 6. Remember when you run config wizard it asks you for the symposium integration and that is a CLAN address.

 

[Optman]

I have check but there is no CLAN issue.

I have also follow the procedure of loneWolf9 , but we have the same issue.

Now I will try with the procedure of Mr intelligentium.

thanks

 

[Optman]

when I call the Contact center from the outside...I stat the IVR ports on the same time, but I see that they stay idle (not busy)...so the call goes directly to the agents, howver I have give ivr xxx with treatment.

Please any help....??

Thanks

 

[Nick1122]

I don't know if this issue is now addressed but you can eventually check if IP SEC policy was enabled on the CCMS server by the IT deparment... IP Sec Is not supported therefore if it was enabled on the CCMS, Callpilot will never be able to control the voice port