Genesys and nortel

[Drue]

I have a nortel with that has genesys linked to it the problem i am having is that the customer changed their server today and some of the phones on the floor cannot aquire with the genesys what could the problem be

 

[worldwidedialtone]

I may be way off base, but only genesys thing I have seen deals with Call Pilot and the 4 different areas where a password can be set for levels of maintenance.

 

[lretrievers]

Genesys actually is a type of Call Center technology that works "in the cloud". It routes calls to different sites for a company depending on who is logged in, and which site is open. That's an oversimplification of it, but that is what I have seen it do.

 

[Reusser]

Genesys app I have seen works in conjuction with symposium. If you have symposium check to see if phones are aquired there. This site that this is on often has to restart the genesys server.

 

[Drue]

reusser thanks for the reply they actually do have a symposium link
so youj are saying to have the customer reset the sysmposium (I am pretty lost in this application)
Thanks

 

[johnpoole]

before i booted the genesys, i would check to see if they are in the symposium.. from the smi workbench, check sets and cdn's.. if it's symposium controlled the dn (tn) will be on one of those fields

john poole
bellsouth business
columbia,sc

 

[lretrievers]

From the customers that I have that use Genesys, I do know that when they reboot the Genesys server, a reboot of the Symposium is required to get them to sync up again.

As an FYI for others, the Genesys is only using the Symposium for the MLSM link. Sets are acquired, but agents don't actually log into the Symposium. Calls come in on an agent's DN key, not on the In-Calls key. This is how I have seen it work in two different environments.

 

[Drue]

Hey guys thanks for all of your help i really appreciate it i am now wondering would you guys think the problem lies in the pbx or the symposium/genesys

 

[lretrievers]

In my experience, it is usually an issue with the Genesys.

 

[JackOldham]

I agree with John Poole. Check the AST aquired attributes.
You may need to have the Genesys server folks de-aquire the acd sets, then check the TNB to see if the TN is still aquired. If so, check the Symposium as John suggested. If these Tn's are not aquired by symposium and you still see all that aquired data in the TNB then you have one of 2 problems.
1: The Genesys needs to be shut down and then you verify if the aquire is still active on the TN. If so you need to deaquire in LD48 (asuming SCCS is not aquiring). Restart the genesys and you should be good.
2: There is a problem with Genesys.
A last resort is to have Genesys deaquire or shut down and out the TN then create it again as new. Then have the Gen folks reaquire. Beyond that you have covered your stuff.

 

[Drue]

ok here is the latest on my situation I arrived onsite this morning and discovered that the customer upgraded their genesys t server from a 6.5 to 7.0 when they did this it seemed to work then they rebooted the periophonis unit they have there and then the entire operation went down except for the pbx
the genesys guy said that he had to setup the positions as voice not the way he had it as acd positions after he changed this setting from one to another then reset the ivr the ivr wouldnt come back online
I may be talkin out my butt but this is the info i received

 

[lretrievers]

We have a customer that has a similar set up with Periphonics, Symposium, Option 81-C at Succession 4.0 and Call Pilot. To get everything to sync up again, we usually have to bring all servers down, sysload the switch and bring everything back up again. It isn't a pretty picture when one system has an issue, that's for sure.

 

[Drue]

Thanks guys for all of your help it is extremely appreciated
I am a rather new tech working on nortel switches I am primaraly an Nec tech
so my question to you is when you say sysload do you mean reset

 

[Drue]

Also just to make sure is there anything in the 81c i should check like a particular load or setting i really dont have a clue what to look for