Background: We have two sites separated by 100 mils that are link together by an H323 PRI trunk. Both sites are running CS1000 op61, but only one site has the CallPilot server.
The issue: When a customer calls either main number to the facility, they both roll to one switchboard located in, we'll say city A. City A switchboard will send the call the desired extension which sends the call to the ACD queue, which rolls to the CallPilot server and they receive the voice application. When the customer selects the desired option, it will transfer the call to the appropriate DN in city B. However, when the call is answered, there is no voice path that is established. The caller can't hear the called, and vice versa.
The catch: When the DID is called for the department in City B, or the call is transferred from the switchboard to any other extension, and then to the voice application, it's fine. No issue with not being able to be heard.
Things tried: One person commented and told me to look at the conference capabilities of the lines of the ACD queue. They were set on AO3 and I changed them all to AO6; this did not help. Someone else told me to look at the trunks, however, I can't seem to figure out what I'm suppose to be looking for. I apologize as I still learning everything. Sure would be nice to just wake up and know it all one day.
Here's a copy of the ACD Queue TN's:
And a print out of one of the AGN's:
So to recap, we're getting calls that the caller and called can't hear each other, but it's only when it goes through our switchboard. When called directly, or transfered from another phone, there is no issue.
Not sure what else is needed. Just let me know if you don't mind.
The issue: When a customer calls either main number to the facility, they both roll to one switchboard located in, we'll say city A. City A switchboard will send the call the desired extension which sends the call to the ACD queue, which rolls to the CallPilot server and they receive the voice application. When the customer selects the desired option, it will transfer the call to the appropriate DN in city B. However, when the call is answered, there is no voice path that is established. The caller can't hear the called, and vice versa.
The catch: When the DID is called for the department in City B, or the call is transferred from the switchboard to any other extension, and then to the voice application, it's fine. No issue with not being able to be heard.
Things tried: One person commented and told me to look at the conference capabilities of the lines of the ACD queue. They were set on AO3 and I changed them all to AO6; this did not help. Someone else told me to look at the trunks, however, I can't seem to figure out what I'm suppose to be looking for. I apologize as I still learning everything. Sure would be nice to just wake up and know it all one day.
Here's a copy of the ACD Queue TN's:
Code:
AGN 00 TN 024 1 14 00 2000 00 NCP 12 MAY 2014
AGN 00 TN 024 1 14 01 2000 00 NCP 12 MAY 2014
AGN 00 TN 024 1 14 02 2000 00 NCP 12 MAY 2014
AGN 00 TN 024 1 14 03 2000 00 NCP 12 MAY 2014
AGN 00 TN 024 1 14 04 2000 00 NCP 12 MAY 2014
AGN 00 TN 024 1 14 05 2000 00 NCP 12 MAY 2014
AGN 00 TN 024 1 14 06 2000 00 NCP 12 MAY 2014
AGN 00 TN 024 1 14 07 2000 00 NCP 12 MAY 2014
AGN 00 TN 024 1 14 08 2000 00 NCP 12 MAY 2014
AGN 00 TN 024 1 14 09 2000 00 NCP 12 MAY 2014
AGN 00 TN 024 1 14 10 2000 00 NCP 12 MAY 2014
AGN 00 TN 024 1 14 11 2000 00 NCP 12 MAY 2014
AGN 00 TN 024 1 14 12 2000 00 NCP 12 MAY 2014
AGN 00 TN 024 1 14 13 2000 00 NCP 12 MAY 2014
AGN 00 TN 024 1 14 14 2000 00 NCP 12 MAY 2014
AGN 00 TN 024 1 14 15 2000 00 NCP 12 MAY 2014
AGN 00 TN 024 1 15 00 2000 00 CP 2 SEP 2003
AGN 00 TN 024 1 15 01 2000 00 CP 2 SEP 2003
AGN 00 TN 024 1 15 02 2000 00 CP 2 SEP 2003
AGN 00 TN 024 1 15 03 2000 00 CP 2 SEP 2003
AGN 00 TN 024 1 15 04 2000 00 CP 2 SEP 2003
AGN 00 TN 024 1 15 05 2000 00 CP 2 SEP 2003
AGN 00 TN 024 1 15 06 2000 00 CP 2 SEP 2003
AGN 00 TN 024 1 15 07 2000 00 CP 2 SEP 2003
AGN 00 TN 024 1 15 08 2000 00 CP 2 SEP 2003
AGN 00 TN 024 1 15 09 2000 00 CP 2 SEP 2003
AGN 00 TN 024 1 15 10 2000 00 CP 2 SEP 2003
AGN 00 TN 024 1 15 11 2000 00 CP 2 SEP 2003
AGN 00 TN 024 1 15 12 2000 00 CP 2 SEP 2003
AGN 00 TN 024 1 15 13 2000 00 CP 2 SEP 2003
AGN 00 TN 024 1 15 14 2000 00 CP 2 SEP 2003
AGN 00 TN 024 1 15 15 2000 00 CP 2 SEP 2003And a print out of one of the AGN's:
Code:
DES NCP
TN 024 1 14 00
TYPE 2008
CDEN 8D
CTYP XDLC
CUST 0
FDN
TGAR 0
LDN NO
NCOS 6
SGRP 0
RNPG 0
SCI 0
SSU
XLST
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 CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CDMR
CPND_LANG ENG
HUNT
PLEV 02
CSDN
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
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 8660 0 4701
AGN
01 SCR 4716 0 MARP
02 MSB
03 NRD
04 TRN
05 AO6
06
07
DATE 12 MAY 2014So to recap, we're getting calls that the caller and called can't hear each other, but it's only when it goes through our switchboard. When called directly, or transfered from another phone, there is no issue.
Not sure what else is needed. Just let me know if you don't mind.
