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Cannot dial a topic into Avaya IP Office Contact Center

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carloscisneros

carloscisneros

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Hi all. I'm implementing Avaya IP Office Contact Center for IP Office R9. I already have all services installed and running, but when i dial an example topic i get a busy tone.

Any ideas? Thanks.
 
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If this is your first, don't do it without help or training. It's a bit of a bitch and very different from all other IP Office stuff.

Do you have the short code programmed and a matching Topic with something programmed for it to do (Call Flow)??

Jamie Green

[bold]A[/bold]vaya [bold]R[/bold]egistered [bold]S[/bold]pecialist [bold]E[/bold]ngineer
 
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Yes Jamie. The Excel document has created a short code.

Here is the Short Code info:
Code: 1xxxx
Feature: Dial Extn
Telephone number: 2099|>>.

I have the SIP station 2099 online too and the topic number is 1001.
 
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And the rest of your programming is.......?

Jamie Green

[bold]A[/bold]vaya [bold]R[/bold]egistered [bold]S[/bold]pecialist [bold]E[/bold]ngineer
 
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Sure the shortcode shouldn't be 1XXX for 1001

Stuck in a never ending cycle of file copying.
 
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Sorry Jamie, what other information would you like to know? I have the Contact Center server up with all its services running. In IP Office, i have a short code and sip station online.

The topic number is 1001 and the short code is 1XXXX. The first number one is for prefix. Is it wrong?

Thanks,
 
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hi carloscisneros

have you activated the task flow? if no, need to activate it first. If yes, when you called the topic do you have any agent logged in and available to take calls?
 
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Yes Allen, the task flow is already activated. I'm going to test with an available agent.
 
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Can you see the SIP exam registered in SSA??

Jamie Green

[bold]A[/bold]vaya [bold]R[/bold]egistered [bold]S[/bold]pecialist [bold]E[/bold]ngineer
 
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Yes Jamie, it is appears as online in System Status.
 
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The short code is still wrong. One too many X's.
If you used the short code as you have it currently, you will be trying to route to topic 11001.
Change the code to 1XXX
 
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To explain further look at the topic. Its number is 1001
So we need to use a shortcode to manipulate the To header in the call, which is what the funky shortcode does.
If we dial 11001, the system actually dials 2099, but alters the To field in the invite to what was dialled by the user/ipo.

Take a look at the shortcode now, pay particular attention to the telephony number field: 2099|>>.
Put very simply, it tells the system to call 2099 and change the To header to be what was dialled (the . grabs all entered digits from the code field and sets the To header to this)

So with the existing shortcode, we are sending 11001 to IPOCC because the shortcode is required 5 digits. Its not a recognised topic number so the call is rejected.
Theoretically, you could change the shortcode to be:
1XXXX / Dial Extn / 2099|>>N
This would only use the 4 X's and drop the leading 1, but unless there is a specific reason for there being 5 digit shortcodes and 4 digit topics, it'd just be easier to setup the shortcode the way it's meant to be from the outset.

Just wanted to explain the theory behind me saying the shortcode is wrong. :-)
 
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Let me explain the scenario:
I have 2099 SIP station and is working. SSA says that it is online.
I have a Topic01 on Contact Center Server. Its post dial is 1001 and access code is 1.
I have a short code like this 1XXXX // Dial Extn // 2099|>>.

I try to dial "1 1001" and "1001" but i get a busy tone.

Thanks for your help.
 
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What does monitor say?


BAZINGA!

I'm not insane, my mother had me tested!

 
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I got:

CMReleaseComp
Line: type=SIPLine 260 Call: lid=251 id=2895 in=0
Called[2099] Type=Default (100) Reason=CMDRdirect Calling[9001] Type=Internal Plan=Default
Cause=17, User busy
Timed: 18/12/14 09:29


 
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ShortCode is wrong!

1XXX // Dial Extn // 2099|>>. (remove one X or change the . into N )

Avaya_Red.gif

___________________________________________
It works! Now if only I could remember what I did...

Dain Bramaged (Avaya Search tool )
______________________________________
 
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I tried it right now, with short code 1N but i still have the issue. I have an agent online and ready to take a call. In the topic configuration i forward calls to the agents group.
 
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No, not N in the shortcode.
1XXXX // Dial Extn // 2099|>>N (N at the end) or 1XXX // Dial Extn // 2099|>>. (1 x less in the code) :-)



 
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Thanks to all for your support. Finally, after critical patch that Avaya has released last sunday the issue was solved.

Critical Patches for IP Office Contact Center 9.0 and 9.1

 
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