Genesys Meridian Link CC6 Issue

[DJMUK]

Hi there

We use Meridian Link Services in Nortel Contact Centre 6 to provide CTI pass-through for use in our Genesys environment.

As of this morning, and we're not *aware* of any changes made to the system, we cannot log in any phones via Genesys.

Request is sent to genesys, and we can see the hex being sent from Genesys: (taken from Genesys t-server Logs)

@19:12:02.8230 [mlink] AgentLogin [7283359,id,sUNK] (reqAgentLogin)
Login
Reference ID:a9b
This Device DN:Unknown, 7283359
Agent ID:2357
@19:12:02.8230 [>>] FF 0A 00 1B 05 0A 9B 10 01 00 36 0B 00 00 37 32 38 33 33 35 39 44 06 32 33 35 37


And then I did a MLS trace on the CC6, and I saw:

05/28/09 19:01:53:578 from host Assoc ID: 5 SF_Login
ff 0a 00 1b 05 0a 9b 10 01 00 36 0b 00 00 37 32 38 33 33 35

So the login request is definitely going to CC6. But we never get a response back from CC6, and so our CTI Softphone times out.

Note everything else is functioning correctly, we have registerd and acquired all DNs, CDNs, agent places etc.

But for some reason we can no longer log in any agents. Note we can log manually into phones no problem.

We are using a CS1000 Nortel PBX by the way. And have tried gracefully rebooting the CC6 to no avail.

Thanks in advance

DJMUK

 

[DJMUK]

Sorry, I cut off MLS trace above,it should be:
05/28/09 19:01:53:578 from host Assoc ID: 5 SF_Login
ff 0a 00 1b 05 0a 9b 10 01 00 36 0b 00 00 37 32 38 33 33 35 39 44 06 32 33 35 37

 

[sgursahaney]

We are experiencing a similar problem, but we are receiving the SF_Login_Resp from the switch. However, the response indicates there is an error with the Login request. Our ML trace results from CCM are shown below. Did you ever find a fix to the problem? Nortel Support is recommending that we upgrade from SU_04 to SU_06 but have provided no documentation indicating that the patch will correct the problem.

06/02/09 09:15:12:203 from host Assoc ID: 4 SF_Login
ff 0a 00 1b 04 00 08 10 01 00 36 0b 00 00 34 35 39 39 30 30 31 44 06 33 34 39 39
06/02/09 09:15:12:218 to host Assoc ID: 4 SF_Login_Resp
ff 0a 00 20 04 80 08 10 02 00 36 0b 00 00 34 35 39 39 30 30 31 71 03 01 78 04 20 07 3f 04 64 01

 

[DJMUK]

Hi

We think we have found the cause of the problem, but I'm not 100% convinced.

It turns out that the SLAN & ELAN networks on the CC6 server where switched around, due to the binding order being incorrect.

I cannot see how this would selectively not pass login requests, but all other forms of events/requests are passed through meridian link.

But issue appears to be resolved, and we are keeping a close eye

DJM

 

[sgursahaney]

Can you tell me what your switch version is as well as the version of CC6 you are running? Also, have you applied any patches to your CC6 Server? If you have, can you tell me what patches you have installed?

Thanks in advance.