CC PROFESSIONAL SKILLSETS DEACTIVATED W/ CHANNEL INCREASES.

[hawkflorida]

The platform is a BCM400 3.6, 2/6 split with 17 IP sets and is using Call Center Professional. The unit has two DTM, three DSM32+ and two ASM.

When the channels for VM/ACD exceed 16 the ACD skillsets do not work properly. The calls route to the skillset mailbox instead of skillset logged on agents. There are 7 skillsets. The higher the channel increment the more skillsets that are shut down. So a channel increase to 18 of the 32 available will shut down one skillset, 28 shuts them all down. We are not using IP trunking, IVR or FAX messaging. We need to increase the channels shared by VM and ACD and thought you could increase this to 32 channels. Any ideas would be appreciated?


Consulting -
"If You're Not A Part Of The Solution, There's Good Money To Be Made In Prolonging The Problem."

 

[3Sixty]

I would say you have resource issues with your MSPEC cards. Have you logged and checked the BCM resource allocation.

I have a tool on my website under downloads that you could run your config on and check the resources.

Marshall

http://www.marshallshouse.co.uk

 

[hawkflorida]

Thanks again Marshall....I'll check the out the tools.

Consulting -
"If You're Not A Part Of The Solution, There's Good Money To Be Made In Prolonging The Problem."

 

[hawkflorida]

As a point of interest it was determined that this problem initially had to do DN changes and then choosing CDNs in BUS 1 area. This is what caused the problems described above. BUS 1 and 8 should not to be used in that manner, as per the book.

Consulting -
"If You're Not A Part Of The Solution, There's Good Money To Be Made In Prolonging The Problem."

 

[AlquestTech]

You can see port numbers associated with the CDN's?
Where?

My CDN's list no port numbers. Thus no bus numbers.

Or am I missing something?

 

[hawkflorida]

For example I am using a B1, 3300 port 0416 which is an unequipped DN for my CDN.

Consulting -
"If You're Not A Part Of The Solution, There's Good Money To Be Made In Prolonging The Problem."

 

[AlquestTech]

What I'm saying is, I look up the DN for my CDN's and there is no port associated with any of them, the port is blank.

Then I look at Bus 1 and Bus 8 and all of the ports on thoise busses and my CDN's do not show up under any of those ports, thus not on Bus 1 or 8.

So it looks to me as if there is no physical port in use.

 

[hawkflorida]

Under my media bay modules I have BUS 1 and a DN associated with it. example: Port 0101 DN 3437

Consulting -
"If You're Not A Part Of The Solution, There's Good Money To Be Made In Prolonging The Problem."

 

[AlquestTech]

So DO I but none of my CDN's show up under any of these ports.
Example port 0101 through 0132 - My voice mail ports show up here and my IP phones as well as a many extensions not in use.
And on bus 8 Several extensions not in use and many ports with no DN associated.

However, my CDN's do not show up on either of these busses.
Nor on my regular busses. When I look up the CDN under All DN's, I can find my CDN's in there, but there is no port listed for the CDN.
And under type it says "ISDN and DECT".

So I was wondering just where the CDN's exist.. If not on any of the physical busses....

Whereas you are saying that your CDN's are assigned to actual physical ports, and on the physically accessible busses to boot...

So perhaps you can see my confusion.

for example.
I am using 6101 through 6110 for my skillsets on a BCM that was numbered staring at 5600 and only has two 32+DSM's

I guess what I'm trying to ask is aren't the CDN's supposed to be 'virtual' DN's (As listed under ISDN/DECT DNs? - are these 'virtual')
and not assigned to any specific bus/port?

 

[hawkflorida]

Perhaps someone more informed can answer that..but this is what helped us on our problem.

Call Center never answers calls or takes a long time to answer callsCheck:

•that your skillset is enabled

•that disconnect is not the first step of a routing table

•in your skillset parameters how long your Delay Answer is•the number of rings configured for your Call Center lines in Auto Attendant

•that you have correctly configured the CDN for the skillset

•ask your System Administrator to check that your CDN is valid:
a)In Unified Manager, click the Diagnostics and MSC keys and click the DN to Port Conversion heading.
b)In the DN to convert box enter the CDN for the skillset and press enter.
Check that the port number that appears in the Device port box does not resides on BUS 1 or 8.
c)Click the Resources and Media Bay Modules keys, and check all the buses until you find your port number. and make sure the bus that your port is on is assigned to a Digital Station Module. The only modules that a CDN can reside on are Digital Station Modules. They do not have to be equipped but they must be programmed for BUS type: Station Module. CDNs are invalid if they reside on any other type of module.

Consulting -
"If You're Not A Part Of The Solution, There's Good Money To Be Made In Prolonging The Problem."

 

[AlquestTech]

But my CDN's do not reside on ANY module...
It is not a Valid option for a DN to convert.