Contact Center 6 Access Ports

[MrCSharp]

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?

 

[captaingadget]

Often the cause of not hearing the announcement is that the location of the recording in callpilot is not in the place specified in the Voice Segment script variable in CC6. So check the script variable which you have specified in the script and make sure the recording is in that location.

 

[MrCSharp]

I checked the variable, the filename is "vs" and the prompt ID is 1, my variable is "vs:1", I think this is right. Do you have any other ideas I could check?

 

[sandyml]

Your vs application in CallPilot -- you have 1 recording, found under Define-Voice Item? The begin and end blocks are connected, with no other blocks on the page(announcements, etc.)?

Your ACCESS ports are properly defined and numbered in CallPilot, matching configuration in CCM? ACCESS ports acquired in CCMS?

You can ping both the ELAN and CLAN between servers?

CLAN IP for CCMS defined in CallPilot? ELAN IP for CallPilot defined in CCMS?

ACCESS ACD defined in CallPilot SDN table?

Perhaps you can post what things you've checked, if none of those are it.

Oh - and try going into CCMS Services, stop MAS Link Handler #2, then restart VSM.

 

[MrCSharp]

Your vs application in CallPilot -- you have 1 recording, found under Define-Voice Item? The begin and end blocks are connected, with no other blocks on the page(announcements, etc.)?

Yes Exactly

Your ACCESS ports are properly defined and numbered in CallPilot, matching configuration in CCM? ACCESS ports acquired in CCMS?

Yes Voice port is "Aquuired Login"

You can ping both the ELAN and CLAN between servers?

Yes

CLAN IP for CCMS defined in CallPilot? ELAN IP for CallPilot defined in CCMS?

Yes, and the IVR service works fine

ACCESS ACD defined in CallPilot SDN table?

Yes, with App Name Symposium Voice Services

I have outed everything and then gone through the NTP Step by step to recreate everything. I have tried reboots on both systems, as far as I can tell everything is working except for actually hearing the message. There are no errors or alarms.

 

[captaingadget]

Just to be clear: You have a script variable of the type voice segmemt with a name of VS. In the value field you have VS:1.

In call pilot you have an application called VS. Within the application VS there is a recording with an application ID of 1.

In the script you have something like

open voice session
play promt voice segment vs
close voice session

 

[captaingadget]

Should be end voice session of course, but you get the idea.

 

[sandyml]

OK then -- what is the name of your variable? Make sure you have upper/lower case just right, and English selected in the variable properties.

Have you restarted those services I mentioned (VSM restart will restart MAS Link Handler, resynchronized). I really think that might be the issue.

By any chance you didn't have another ACCESS queue defined in the past - say, with Meridian Mail? Just making sure all that configuration is gone, gone, gone.

And in your Global Settings, you have the ACCESS queue, etc., defined (CCMS)?

One last question, about your PARM settings on the PBX -- what is MGCR, CSQI, CSQO, NCR set at?

 

[MrCSharp]

I am cleaning up all the unused ACDs,CDNs, etc to see if that helps I'll look at the PARM settings too.

 

[Milesprower]

Are you really on Call Pilot 4? Is it supported by Nortel? Most of my clients went right form 2 or 3 to 5.

But the issues is probably as Captain and Sandy's advice. Everything must be set exactly right.

 

[sandyml]

Yes, we still have lots of CallPilot 4.0 in our network.

 

[picklemogg]

Way back when we went from MerMail to Call Pilot we had problems at several of our locations in regards to access ports. After working with Nortel for what seemed like forever- making sure Call Pilot was restarted 5 minutes after SCCS/CCMS, etc. what cleared our problems was an ini of the PBX. We had 3 locations that acted this way- ini of the PBX, followed by SCCS/CCMS reboot and a CP reboot and bam- working like magic. To this day nobody can explain it, but it may be worth a try if you haven't already.

Moggs

 

[MrCSharp]

Ok I ll try that. Nothing else seems to be working.

 

[picklemogg]

When we did that it was kind of a last resort- thought we would just give it a try sort of thing. I was skeptical that it would work, but we ran out of options. I'm glad we decided to try it in the end! Good luck.

 

[Milesprower]

I second Picklmogg's suggestion. Sometimes the PBX does not establish the LAN interface properly. We once ini'd the PBX after a 12 hour grueling day of everything under the sun and presto!, access ports up and running.

 

[danielbernardi]

This is a language issue.

Make sure in call pilot app builder application has a box with language after star icon with english.

In windows system, in regiona settings, make sure Default language is english.

CCMA, configuration, global settings make sure access port is configured properlly.

 

[MrCSharp]

where is this star icon

 

[danielbernardi]

sorry, "Begin" icon....

 

[MrCSharp]

It doesn't not have a icon, the regional settings on the callpilot server or the desktop running app builder?

 

[danielbernardi]

Ok...

Regional Settings is a Windows software in regional settings.
SCCS/CCMS: MUST BE IN ENGLISH in default language
CALLPILOT: the same
CCMA: THE SAME

In Application Builder:
NEW APPLICATION. GIVE APPLICATION NAME.
AFTER THAT, APPLICATION WINDOWS OPEN.
YOU SEE ICON CALLED BEGIN AND MANY ICONS BELOW. AFTER BEGIN ICON, CREATE A "LANGUAGE" ICON. JOIN BEGIN-LANGUAGE ICON-END. IN LANGUAGE ICON, CHOOSE ENGLISH IN PROPERTIES.

IN CCMA, CONFIGURATION, CHECK IN CONFIGURATION, GLOBAL SETTINGS. MAKE SURE IT´S A CORRECT QUEUE.

I WILL PUT IN RAPID SHARE A voice guide.

my msn is: ngensysatlc@hotmail.com