Meridian Access issues

[brewerdude]

We've just setup Meridian Access on our rls 12 meridian mail so we can utilize it with our Symposium 5.0 (SU03) on an 81C...

My Nextira tech and I have been through all of the setup and we've been able to verify that everything is setup properly...

IVR ACD-Queue acquired
Access ports acquired (ID's match in VM and in Symposium)
Channel Allocation table built
etc...

But when trying to make test calls we get the "you have been forwarded to a voice mail system, however..." error message. The test script I'm using is just a simple script that accesses some prompts I recorded using script variables.

These are the error messages in Symposium:

1st Error:

Call treatment failed (Cause:79.Cmd:2.Call ID:9826.TF:TestScript.File/Func:.\uc.cpp/doCPResult : line 7759)
Event Code: 48436
Severity Minor
Description Call treatment was not executed successfully.
Impact Calls may not receive the correct treatment.
Recovery Action (1) Use SMonW to make sure all call processing services are up.
(2) Check the error log for any related messages.

___________

2nd Error

Skillset/agent script command failed (14.SS/Agt:10000.Call id:9826.File:.\uc.cpp/doASMResponse : line 5254)
Event Code: 48512
Severity Minor
Description A script command relating to an agent or skillset failed. This error can result from problems in the script.

Impact The command does not execute.
Recovery Action Check for syntax errors in the script. Look especially at Queue To Agent and Queue To Skillset commands, Remove From Agent and Remove From Skillset commands, and Change Priority In Agent and Change Priority In Skillset commands.



Here's the script:

GIVE RINGBACK

WAIT 2


GIVE CONTROLLED BROADCAST ANNOUNCEMENT 6725
PLAY PROMPT VOICE SEGMENT Test_Access_one_gv
VOICE SEGMENT Test_Access_two_gv




Any insight is appreciated. I'm banging my head on this one...

 

[cgilmer]

Are the access ports on a different ACD than the regular call pilot ports?

 

[tekice]

you need a patch on your switch[sucession/meridian] can't remember of the top of my head but can post it tomorrow if u need the patch handle

 

[brewerdude]

cgilmer - we're using Meridian Mail, but yes, the access ports are segmented out from the mail ports.

tekice - we just had Nextira load all the latest deplists on the PBX. If there is a specific patch you know about, please pass it on.

 

[carolien]

The second error is about agents or skillsets; there is nothing in your script that queues the call to either agent or skillset.

 

[KillianK]

in global settings with the acd-dns, check that you have allocated a Broadcast port, make sure it is only set to 1 or 2, this will kill your voice ports if you have more than 1 or 2 ports.... I think it is 50 callers on one broadcast port. You need access link also for this to work, hope this is some usfull info.

cheers,

Cheers,

Killian,

NextiraOne Ireland

http://www.NextiraOne.ie

 

[tonyrico]

This is a real stretch, but try bo8ncing the VSM services in Symposium.
We lost ann Access last week and that was the fix. Nortel said sometimes that's what you have to do.

In Services, find VSM, stop it and then restart it.

We had a previous problem, and found that someone changed the ELAN IP address on the SCCS NIC card so it didn't match the IP address in the Call Pilot database.

thanks, tony

 

[brewerdude]

We eventually got it. Turns out I didn't have IVR set to YES on my ACD queue. :-(

Thanks all for your suggestions.

 

[cgilmer]

Did you make sure that the Access Port are in a Seperate ACD group shown below as {<access_ivrdn>}? They can't share ports with the standard Give IVR functions or the standard voicemail "checking" ports.

As far as the scripting goes... try using something like this:

OPEN VOICE SESSION {<access_ivrdn>}
PLAY PROMPT VOICE SEGMENT Test_Access_one_gv
VOICE SEGMENT Test_Access_two_gv
END VOICE SESSION

 

[cgilmer]

Sorry about the double post... IE wasn't updating my pages and I didn't see you had solved the Access port issue. Scripting might still be useful *Shrug*