CRITICAL - Callpilot MENU SERVICE ONLY ACCEPTING 1 CALL AT A TIME 3

[81Cadmin]

Last night we cut-over to a new branch system. the menu service that was configured as our main office number also moved.

The toll free was re-pointed this morning, however now CallPilot (4.0, succession 3.0) only seems to be accepting 1 call at a time, all other callers receive a busy.

The min max channels are set to 4 and 16 (in the SDN), so i don't believe this to be the problem.

This has become critical.

Thanks in advance for any suggestions.

 

[pronei]

you did program more than 1 TN in the switch didn't you?

 

[pronei]

You have to program as many TN's on your MGate cards as you have ports available in Callpilot.

If you have only programmed 1 TN on the MGate, you will only get 1 port available.

 

[81Cadmin]

the callpilot is programmed for 36 ports plus 8 access and 8 ivr

 

[strmwalker]

have you gone to LD 20 and stat the channels and in
callpilot manager to see if all channels are idle.

no problems only solutions

strmwalker

 

[81Cadmin]

yes all channels are idle / logged in

 

[strmwalker]

you said only one call can go to callpilot next call
gets busy is this call coming from outside the pbx and
have you tried to see how many calls can go to callpilot
by calling from and extension to callpilot.go to ld 23
and print your acd agent queue and look at MAXP this
is the maximum number of agents must be equal to or greater
then the total number of channels in callpilot.

no problems only solutions

strmwalker

 

[pronei]

Check MAXP of your pilots CDN.

 

[81Cadmin]

the MAXP is set to 40 for CP ACDDN. Is this what you meant?

There is however only 36 channels configured, so this may be the issue (would the wrong MAXP on the ACD do this)?

 

[strmwalker]

81Cadmin...ACD DN is the default dn for your CDN this
is for when callpilot is down the calls revert to this dn.
now prt one of your acd agents look at key 0 it should
look something like this.
key 0 acd xxxx 0 yyyy.now the xxxx is your acd agent queue
this is where maxp should equal to or be greater than
your channels in callpilot.

no problems only solutions

strmwalker

 

[strmwalker]

your acd dn maxp should be set to 1

no problems only solutions

strmwalker

 

[81Cadmin]

The ACD DN for 6340 is currently set to 40. I will need to out all agents before make changes to it.

Here is a printout of one of the CallPilot Agents.

TN 52 0 14 0
DATE
PAGE
DES

DES CPILOT
TN 052 0 14 00
TYPE 2008
CDEN 8D
CTYP XDLC
CUST 0
FDN
TGAR 2
LDN NO
NCOS 5
SGRP 0
RNPG 0
SCI 0
SSU
XLST
SCPW
CLS UNR FBD WTA LPR MTD FND HTD ADD HFD
MWD LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD MMA CMSD SLKD CCSD SWD LND CNDD
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND FLXD FTTC DNDY DNO3 MCBN

CPND_LANG ENG
HUNT
PLEV 02
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 17
SFNB 1 2 3 5 6 9 10 11 12 13 15 16 17 18 19 21 22 23
SFRB
USFB 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
CALB 0 1 2 3 4 5 6 7 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 6360 0 6401
AGN
01 SCN 6501 0 MARP
02 MSB
03 NRD
04 TRN
05 AO3
06
07
DATE 28 JUN 2008

 

[trvlr1]

Strmwalker asked how many calls can be made internally to CP, did not see an answer. This will determine if prob is CP of telco....

 

[strmwalker]

81Cadmin..you do not have to out anything go to
ld 23 req chg
type acd
cust 0
acdn
make your changes that way you wnat maxp on acd 6360 to
equal or be greater than callpilot channel acd dn 6340 should be set to 1.

no problems only solutions

strmwalker

 

[strmwalker]

81Cadmin...could you prt in ld 23 acd 6360 and post it
and also prt acd 6340

no problems only solutions

strmwalker

 

[81Cadmin]

6360 PRINT

REQ prt
TYPE acd
CUST 0
ACDN 6360

TYPE ACD
CUST 0
ACDN 6360
MWC NO
DSAC NO
MAXP 40
SDNB NO
BSCW NO
ISAP NO
AACQ YES
ASID 16
SFNB
USFB 1 3 4 5 6
CALB 1 3 4 5 6 8 11
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW
FNCF NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
ACNT
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR YES
TRDN NONE
ALOG YES
OBSC NO
OBPT 5
CWNT NONE

---------------------

PRINT 6340

REQ prt
TYPE acd
CUST 0
ACDN 6340

TYPE ACD
CUST 0
ACDN 6340
MWC NO
DSAC NO
MAXP 6
SDNB NO
BSCW NO
ISAP NO
AACQ YES
ASID 16
SFNB
USFB 1 3 4 5 6
CALB 1 3 4 5 6 8 11
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW
FNCF NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
ACNT
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR YES
TRDN NONE
ALOG YES
OBSC NO
OBPT 5
CWNT NONE

 

[81Cadmin]

RESULT OF ATTEMPTED MAXP CHANGE

REQ chg
TYPE acd
CUST 0
ACDN 6360
MWC
DSAC
MAXP 36
SCH0728
MAXP ****
OVL000
>err sch0728
>

SCH0728
ACD positions list cannot be decreased in size without removing
agents.

Severity: Info

 

[strmwalker]

81Cadmin..you do not need to decrease the maxp on 6360
it is ok.now on acd dn 6340 why is it set to 6 ?

no problems only solutions

strmwalker

 

[strmwalker]

are you still having the problem with only one call?

no problems only solutions

strmwalker

 

[strmwalker]

81Cadmin...can prt your parm in ld 22 and post it?

no problems only solutions

strmwalker