Hi Guys,
I am currently using CCMS 6 and Callpilot 4 and I am having trouble getting Access Channels to actually play the prompt.
I have gone over the configuration 10 times it all looks good.
We have been using IVR channels and they work fine. When I call the application I can see the ACCESS channel go to active from idle for what seems to be the length of the prompt, but can't hear the message(yes i doubled checked it's recorded).
In the troubleshooting section of Contact Center, Communication Server 1000/Meridian 1 and Voice Processing Guide list:
Callers hear silence instead of voice-processing treatments
The script executes the voice-processing commands, but callers hear only silence instead of the prompts and announcements specified in the script. This problem occurs if there is no application running on the voice port.
1 For the Give IVR script commands, ensure that the following elements are in place:
a. The announcement on CallPilot or Meridian Mail indicated by the treatment DN exists and is recorded.
b. The voice port where the call is acquired is in Idle state in CallPilot or Meridian Mail.
c. The voice port is in Acquired Login state in Contact Center Manager Administration.
2 For the Give Controlled Broadcast Announcement and Open Voice Session script commands, ensure that the following elements are in place:
a. In CallPilot, on the Channel Monitor page, the ACCESS voice ports are idle, not active.
b. In Meridian Mail, the DSP Port Status menu shows the channels in the Active state.
c. There are no extra TNs on the switch side in the same ACD-DN as the channels acquired by Contact Center Manager Server.
d. The IVR ACD-DN used is the correct one, and the correct ports belong to that ACD-DN on the switch and CallPilot or Meridian Mail.
e. The ACCESS link is up.
f. In CallPilot, on the Channel Monitor page, ensure that the ACCESS voice ports are idle, not active.
g. In Meridian Mail, the DSP Port Status menu shows the channels in use by Contact Center Manager Server in the Active state (this means that Meridian Mail registers that they are acquired).
I have done everything but (e) how do I check the ACCESS link?
I am currently using CCMS 6 and Callpilot 4 and I am having trouble getting Access Channels to actually play the prompt.
I have gone over the configuration 10 times it all looks good.
We have been using IVR channels and they work fine. When I call the application I can see the ACCESS channel go to active from idle for what seems to be the length of the prompt, but can't hear the message(yes i doubled checked it's recorded).
In the troubleshooting section of Contact Center, Communication Server 1000/Meridian 1 and Voice Processing Guide list:
Callers hear silence instead of voice-processing treatments
The script executes the voice-processing commands, but callers hear only silence instead of the prompts and announcements specified in the script. This problem occurs if there is no application running on the voice port.
1 For the Give IVR script commands, ensure that the following elements are in place:
a. The announcement on CallPilot or Meridian Mail indicated by the treatment DN exists and is recorded.
b. The voice port where the call is acquired is in Idle state in CallPilot or Meridian Mail.
c. The voice port is in Acquired Login state in Contact Center Manager Administration.
2 For the Give Controlled Broadcast Announcement and Open Voice Session script commands, ensure that the following elements are in place:
a. In CallPilot, on the Channel Monitor page, the ACCESS voice ports are idle, not active.
b. In Meridian Mail, the DSP Port Status menu shows the channels in the Active state.
c. There are no extra TNs on the switch side in the same ACD-DN as the channels acquired by Contact Center Manager Server.
d. The IVR ACD-DN used is the correct one, and the correct ports belong to that ACD-DN on the switch and CallPilot or Meridian Mail.
e. The ACCESS link is up.
f. In CallPilot, on the Channel Monitor page, ensure that the ACCESS voice ports are idle, not active.
g. In Meridian Mail, the DSP Port Status menu shows the channels in use by Contact Center Manager Server in the Active state (this means that Meridian Mail registers that they are acquired).
I have done everything but (e) how do I check the ACCESS link?