Outbound Transfer and second number?

[Dmacnumberfour]

Hello,
Got a customer who had outbound transfer setup on a NAM using the ACD feature on NAM also. They have a group setup off the ACD that is tech support and 4 members in the group.When some one calls there toll free number it plays the message for the Customer service mailbox and when they leave a message the Outbound transfer for the mailbox will call the first cell phone to notify that some one left them a voicemail for help. It won't call the second cell phone that I setup for outbound transfer.
Here's the setup:
First Destination-->Phone-->xxx-xxxxPP-->Message new,it works fine this guy gets the call and can check messages.Second destination is setup the same but it doesn't ring. I tried shutting down the first cell phone and it still doesn't ring the second cell phone.Also when I got to the site there were no destinations setup and not working. They told me it was working just a couple of days ago.
Dmac,

 

[Arr]

Dmac,
OUCH. Ok. I'll give this a stab.. Does it have a back up on site? Regardless, back it up with what its got now before anything else goes wrong. Make sure you get the Sekur part backed up as well to retain the key code settings. Then shut the whole thing down and retry programming the notification cascade.
Likely you have done all of this but I thought I'ld throw the basics into the hat first.
If they have a 'before' backup on site, back that up before trying to reload. So if the back up gets eaten you aren't stuck.
And as usual, check the error messages. Look for a recent reboot from a power outage during quiet hours.

GOOD LUCK!
PhM

 

[Dmacnumberfour]

Thanks Arr,
I did see disks in the KSU where you hide the power cords and other stuff. I looked at one and it had a date on it don't recall what it was. If I understand you correctly I could do a backup of the present configuration and then power it down and do a restore off the older backups to see if it restores the notification cascade?They said they haven't experienced any power outages recently.
Thanks,
Dmac,

 

[Arr]

Dmac,
What I meant was a. make sure you have back ups at hand before a power down, and b. power cycle the unit to see if your outdial cascade glitch clears on its own. Then if there is a bigger problem lurking in the NAM you have done as much recovery prep as possible. There are two backups you need to look for, three if the ACD is done seperately (I'm not sure on this one) first the sekur information on the NAM that holds the expansion key codes etc and second the Access2 configuration and voice files. The procedures are clearly laid out in the installation and maintenance manuals.
Don't just take the customer's word there were no power outages they may honestly not know. Look at the event logs and you'll at least see if the KSU did a restart in the quiet hours when the customer wasn't looking.
The NAM is just a computer it needs to be rebooted occasionally to clear its buffers and reset a glitched application.

Hope this helps a little. If anyone else has a thought here please jump in!

Cheers
PhM

 

[Dmacnumberfour]

Thanks Arr,
I'll try this. I was wondering,does this work like a hunt setup? If the first phone doesn't pickup does it hunt to the second phone?
Dmac,

 

[Arr]

Dmac,
Do you mean the ACD? If so it will depend on the programming of the ACD applicaton. These things have to be taken one step at a time from the most likely problem cause to the next most logical step in the point of failure chain.
I presume the ACD is running co-resident on the NAM.. or are there two NAMs? Just take it one cautious step at a time while protecting yourself with a back up.
Good luck eh?

PhM

 

[Dmacnumberfour]

Arr,
It is not the ACD. I'm just setting it up to outbound transfer out of the Customer Service mailbox.Yes the ACD is running co-resident on the NAM.I checked the number of channels for outdialing and it is set at 2 channels. Should it be more?
Thanks,
Dmac,

 

[Arr]

Dmac,
I understand that you are setting up mbox outdial. But youi are saying it isn't working to the second cascade. All I'm suggesting is you reboot the NAM to see if it is a small glitch and that you have a backup before you reboot. I further was suggesting that a power spike might have corrupted the operating software and that if permanent software damage had occurred you would then have a back up to compesate. So really just try to reboot the NAM and see if it fixes your first problem.
WRT outdial channels, I don't know if two is enough, as I don't know the total channel capacity of the NAM. 2 might well be quite sufficient for most applications. But if outdial traffic is really heavy then consider more channels. Just remember to leave enough channels for all other traffic.


Cheers
PhM

 

[Dmacnumberfour]

Thanks Arr,
I'll get to the site and try the backup and then reboot.
Thanks again,
Dmac,

 

[Arr]

Dmac,
Hope reboot works.. it is always the first choice if basic programming doesn't take.
Good luck here.

Cheers
PhM