OAS - not routing calls, requires reboot

[Fazmic]

Hi
Solidus eCare SP5, MX-One. Contact Centre environment approx 90 agents.
The Contact Centre has an IVR service then Service Access Groups with Agents - Dialog 4422 IP
Occasionally the Contact Centre fails. There are no agent messages, just the calls go straight to music on hold.
There are no apparant comms issues or server issues - asking supplier about OAS application issues.
Can anyone advise why the calls would go straight to music on hold and a reboot of server fixes the issue.
Is there something specific I need to get the telephony engineer at work to ask the supplier of Solidus / OAS / MX-One to look for??

 

[parnum]

Check the logfiles in OAS, could be either TSE or OAS (application link) issue.

What version of TSE?
What version of Solidus, what hotfixes?
likely a call id issue in the MX or OAS.

Rebooting is taking a hammer to it, find out why it fails in the logfiles.

best parnum

 

[Fazmic]

sorry, Solidus 7.0 (SP5 updated Sept 2012)
I'm not the telephony engineer, so don't know what version of TSE is - sorry.
I'm trying to get our 3rd party to check the log files. I'm looking for help on what to look for.
Rebooting is to get the service live asap. I can get a time frame of the issue to within 15 minutes from fault to reboot.
Tried restarting the services, reboot gets the service (call centre) back up and running.

Is there something specific (i.e. telcom speak) I could suggest to the telephony engineer at work.
eg: you need to check for X,Y & Z

Or look at the problem as, what is likely to cause calls to go straight to music on hold and bypass the Solidus IVR?
Given that the IVR is scripted and compiled ok and not changed that day.
Apologies for being vague.

 

[parnum]

It's going into the scripted ivr and trying to allocate a virtual resource in OAS, but as there is likely an issue with the call id generated on the mx and passed to OAS, it doesn't know what to do in the script and hangs. Check the OAS logfiles is what the maintainer needs to do. Presumably you are paying a company to maintain this, they should be accredited and know what to do. if not, ask why not IMO.

Your fault is nothing to do with your script.

best parnum

 

[Fazmic]

I've passed on your comments to the telephony engineer who will pass on to our 3rd supplier who we have support with, I'll feedback asap.
Thanks for your help.

 

[whosrdaddy]

@Fazmic: there are a number of hotfixes released on OAS/SEC after the SEC7 SP5 release.
Can you check if these hotfixes were applied or not?

/Daddy

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