CCM getting started

[KurpeusLondon]

Hi guys,

I've recently installed a virtual CCM v6. I've never touch it before so please be gentle I'm reading through the documentation but ...

one problem and two simple questions:

I've configured my media servers in your site explorer (a cluster of 2 ICP 3300 CXi running MCD 5.0 SP2). I've run the full synchronization OK. All data from the controllers is populated in the CCM
YourSiteExplorer is reporting the entreprise status OK. However in the network monitor windows of the contact center client, both media servers are reported down. From the CCM I can telnet OK on ports 1754 to both media servers. I tried to reset both ACD and SMDR links but no luck. When I do a packet capture on the default gateway of the CCM, I can't see the CCM trying to establish the connection. It's not the firewall on the CCM as there are connection established with the two media server on port 7011 and 8001


Second question is more of a "Did I buy the right thing :S "

I've 5 IVR ports (by default) and a standard IVR routing license. I need to play many greetings based on the number dialed.

I cannot used DNI and DNIS routing because of the standard IVR license. If I create a single call flow and assign all my IVR ports to that flow, do you see a way of routing the inbound calls to different ACD queues (i.e based on the speed call the numbers are terminating on ?

or Can I share an IVR port with many call flows ?

Any "point me in the right direction" would be much appreciated.

Cheers,

 

[KurpeusLondon]

Right I think I found one solution about the call flow.

If I create several call flows each one bind to a RAD huntgroup with all the huntgroups sharing the same RAD ports that should work. I say should because I can't test it. When I dial either the RAD port or the hunt group the system return error. However I've the feeling this is related to my ACD/SMDR problem. Since the CCM reports the media servers down, it doesn't like it when the media server is trying to seize the port. All the CCM services are running...

 

[KurpeusLondon]

Ok I found my problem.

The computer name in the media server configuration refers to the CCM server. I had it configured to the ICP itself.