Hm, I've never spent much time looking at traces so I'm not sure what I'm looking at.
It looks like you are doing things with a table. Do the tables exist? When you uploaded the V@W script the first time, on the tab called Code Generation, did you specify to include in the Target Files to Generate:
- Script files (*.h, *.t and *.D
- Database files (*.sql)
- Phrase list files (*.pl)
- Phrase sound files (*.vis)
Assuming you have recorded the phases you are trying to play, you need the sound files and include them in your upload. Otherwise, all you will hear is ring back.
On the Application Transfer tab, you need to select all the files if this is the first time. I generally ommit the .sql files if I've already done it once, otherwise it will squish the existing tables and recreate it.
And finally, the application install tab, you need to do it once with the Overrite option, to restart the database DIPs,
To be sure that the tables exist, you can telnet to the ivr and run sqlplus. Do a "select * from
If you are having problems with recordings, another thing to try is the built in phrases. In your Phases window (in voice @ works), right click and select Standard Speech. This should give you a bunch of pre-recorded words from the IVR.
Go to your Hello Announcement, edit node, double click the Initial Prompt, and in the prompt text you can drag some Standard Speech into it. I often use the phrase 1123 which says "thank you", and 1044 "goodbye" when I'm testing.
I ran a trace on mine.
I see that the dbdip2 to dbdip5 errors are the same.
The place I see a difference is when you try to play a message. You get TWIP: Command Error.
In mine it looks like this:
CH001: TSM[001]: idcust: STEP: 6 VALUE: "CollectCustAccount"
CH001: TSM[001]: play(talkfile: 136 phrase: 5015 style: 50)
CH001: TSM[001]: tsmSetTalkoff(1)
CH001: TSM[001]: VOICE Playback STARTED (WAIT irEflag: 0)
CH001: TSM[001]: tsmSetTimer(0)
CH001: TSM[001]: EVENT id: IRE_PLAY_DONE
cid: 0x8089090 tag: 0 text_len: 0 text: 0x0
mods: IREM_COMPLETE (6) IREM_NULL (0) IREM_NULL (0) IREM_NULL (0)
CH001: TSM[001]: tsmFlushEventhdlr for getinput:
CH001: TSM[001]: Eventhdlr returned TSM_CONTINUE
So, when playing messages, it gives you the unexpected error. So you might want to examin the suggestions from BIS.
Maybe there is a problem with the line not picking up?
I think there are 2 ways for the channels on the IVR to answer, either set the hunt to AAS, and the agents to AAS, or set them up not as AAS, and have the IVR log them in (Depends on the options on your ivr though, you need the ASAI option to have the IVR log them in)
The reason for all this is that the IVR ports act like your digital phone, and it requires agent logins with the correct skill to answer the call, just like the normal queues. Setting the hunt and agent to AAS will cause the agents to always be logged in and available to those phones.
When I first set mine up, I tried this and it worked, but I decided not to go this route, but I forget the exact reason why. Instead I set mine up to not be AAS, and used the IVR's ASAI feature to log them in.
display hunt-group 90 Page 1 of 3 SPE A
HUNT GROUP
Group Number: 90 ACD? y
Group Name: IVR SKILL Queue? n
Group Extension: 1095 Vector? y
Group Type: ucd-mia
TN: 1
COR: 52 MM Early Answer? n
Security Code:
ISDN Caller Display:
Skill? y Acceptable Service Level (sec): 30
AAS? n Expected Call Handling Time (sec): 180
Measured: external
Supervisor Extension: Timed ACW Interval (sec):
Service Level Supervisor? n
Controlling Adjunct: none
Multiple Call Handling: none
Redirect on No Answer (rings):
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n
Message Center: none
LWC Reception: none
AUDIX Name:
Messaging Server Name:
And my agent:
display agent-loginID 2990 SPE A
AGENT LOGINID
Login ID: 2990 AAS? n
Name: IVR PORT AGENT AUDIX? n
TN: 1 LWC Reception: audix
COR: 20 LWC Log External Calls? n
Coverage Path: AUDIX Name for Messaging: AUDIX1
Security Code: Messaging Server Name for Messaging:
Direct Agent Skill: LoginID for ISDN Display? n
Call Handling Preference: greatest-need Password:
Service Objective? n Password (enter again):
Auto Answer: all
SN RL SL SN RL SL SN RL SL SN RL SL
1: 90 1 6: 11: 16:
So in my setup, using the cvis_menu, go to feature packages, ASAI Administration, Channel Administration, and map for each of the channels, one Agent Login, and set the status to LOGIN. Again, this will only work if you've purchased the ASAI feature. Otherwise you have to do it with the AAS.
You mentioned that you do not have CMS, but you must have something else to watch your call centre queues? Use the same tool and monitor the hunt/skill you use for the IVR and see if the call is actually picked up, and not just ringing on the station/port. It may be that the call gets to the IVR port, but is not answered.
