Positron?

[GregoryF]

Anyone one here familiar with the Positron Phone GUI at all?

We use their product in our 911 call center and we are having one major issue:
All of our Admin lines are delivered to us on PRIs (4 total) and ten delivered to the call takers as skills/splits in the ACD. In the GUI we have three buttons (among many others) "ACD" (where 911 calls are delivered, don't know why they named it ACD and not 911), "ADM" (where the admin calls are supposed to be delivered), and "DN" (where internal calls are delivered). All of our Admin calls are now ringing to the "DN" button instead of the "ADM" button. The admin lines used to ring on the "ADM" button when we only had one agency's Admin calls in the PRI. Now we have 10 agencies' Admin calls coming through the PRI and none of the new one will ring on the "ADM" button. During Positrons attempt to correct the problem they broke the one agency that worked correctly so now we have an "ADM" button that no calls ring on. Positron now say they cannot make the PRI calls ring anywhere but the "DN" button even though it used to work before. They also go as far to deny that it ever worked.

I know this was a long post but I'm grasping at straws here. Any help or insight would be most appreciated.

By the way the Positron GUI (Power 911) interfaces with our S8700 via Callmaster 6.

 

[dufus2506]

It sounds as if they've lost (or broken) the mapping between the phones and the gui.

The phones also sound like they're setup with multiple phone extensions, and may also not be correctly configured, though I could be wrong about that.

If the phones are set to multiple extensions (not just multiple appearances) he first thing I'd check is to see if the stations are set as:

Restrict Last Appearance? n

That way you can get calls through to the single line appearance that exists.

Can you post the configuration of the station? That might help spark a few ideas.



Carpe dialem! (Seize the line!)

 

[GregoryF]

Ok, here is the config of the stations....hope you can read it is spaced all wacky in my browser.

I do see that Restrict Last Apearance is Y in my config. Not sure what that has to do with a split ringing on a Call-appr button.



display station 302 Page 1 of 7
STATION

Extension: 302 Lock Messages? n BCC: 0
Type: CallM6 Security Code: TN: 1
Port: 01C0601 Coverage Path 1: COR: 92
Name: Call Taker 302 Coverage Path 2: COS: 1
Hunt-to Station:
STATION OPTIONS
Time of Day Lock Table:
Loss Group: 2 Personalized Ringing Pattern: 3
Data Module? n Message Lamp Ext: 302

Display Language: english

Survivable COR: internal Media Complex Ext:
Survivable Trunk Dest? y IP SoftPhone? n
Remote Office Phone? n

display station 302 Page 2 of 7
STATION
FEATURE OPTIONS
LWC Reception: spe Auto Select Any Idle Appearance? n
LWC Activation? y Coverage Msg Retrieval? y
LWC Log External Calls? n Auto Answer: none
CDR Privacy? n Data Restriction? n
Redirect Notification? y Idle Appearance Preference? n
Per Button Ring Control? n Bridged Idle Line Preference? n
Bridged Call Alerting? y Restrict Last Appearance? y
Idle/Active Ringing: if-busy-single

H.320 Conversion? n Per Station CPN - Send Calling Number?
Service Link Mode: as-needed
Multimedia Mode: basic Audible Message Waiting? n
MWI Served User Type: Display Client Redirection? n
AUDIX Name: audix Select Last Used Appearance? n
Coverage After Forwarding? s
Multimedia Early Answer? n
Direct IP-IP Audio Connections? n
Emergency Location Ext: 302 IP Audio Hairpinning? n

display station 302 Page 3 of 7
STATION

Conf/Trans on Primary Appearance? n
Bridged Appearance Origination Restriction? n





ENHANCED CALL FORWARDING
Forwarded Destination Active
Unconditional For Internal Calls To: n
External Calls To: n
Busy For Internal Calls To: n
External Calls To: n
No Reply For Internal Calls To: n
External Calls To: n

display station 302 Page 4 of 7
STATION
SITE DATA
Room: Headset? n
Jack: Speaker? n
Cable: 1 Mounting: d
Floor: Cord Length: 0
Building: Set Color:

ABBREVIATED DIALING
List1: personal 1 List2: group 2 List3: system
PHYSICAL ENTITIES
NO LED:
GREEN LED:
GREEN LED:
button: switchhook
RED LED: switchhook/mute lamp
button: mute
RED LED: msg-waiting lamp
DUAL LED: call-appr
DUAL LED: call-appr
NO LED: release

display station 302 Page 5 of 7
STATION
VIRTUAL BUTTONS with DUAL LED (oo)

oo: call-appr oo: abrdg-appr Ext: 557
oo: call-appr oo: abrdg-appr Ext: 748
oo: call-appr oo:
oo: abrv-dial List: 3 DC: 20 oo: autodial Number: *27
oo: abrv-dial List: 3 DC: 40 oo: abrv-dial List: 2 DC: 00
oo: auto-in Grp: oo: abrv-dial List: 3 DC: 19
oo: after-call Grp: oo:
oo: aux-work RC: Grp: oo:
oo: q-calls Grp: 3 oo:
oo: call-appr oo:
oo: call-appr oo:
oo: call-appr oo:
oo: assist Grp: oo:
oo: flash

 

[dufus2506]

Ok... six call appearances, plus 2 analog bridge appearances. The Restriction shouldn't matter on an analog bridge, though it wouldn't hurt to remove it.

If you call the extensions of the analog bridged appearances,
(557 and 748) do they ring? Are they ringing on the correct GUI buttons?



Carpe dialem! (Seize the line!)

 

[GregoryF]

Yes and yes. It is isolated to the non-911 ACD calls.
Example:
a call comes in on 555-1212, my incoming call handling treatment takes 1212 and sends it to VDN 520 (named Admin) then hits Vector 10 which queues it to skill 10. Then the call is delivered to an agent with the skill set of 10. In the agent's display it will show "555-1234 to Admin" (555-1234 being caller ID). I would think it would be as simple as something like {if VDN = Admin then ring at button ADM} in the Positron config, that is basically how the 911 portion works.

The actual line form their config file (CSSServices.ini):
ACDVDNPrefix=ACD

All of 911 trunks ring to VDN 470 which is named 911 ACD and they all ring on the ACD button.

I tried adding the line "ADMVDNPrefix=Adim" and it didn't work.

 

[dufus2506]

Ok... Well, have you checked the login status of skill 10? Does it show an agent logged in at station 557?

It almost sounds like you have three stations, three agent logins, and three skill groups at each workstation. Am I wrong about that?

If they're not all logged in correctly, I can see where it wouldn't work.

Carpe dialem! (Seize the line!)

 

[GregoryF]

Sort of right, maybe....
We have 35 stations where the ACD is logged into.
Inside the ACD I have a total of 15 skill groups.
thee of which are 911 queues and all the other are Admin queues.
Every agent has every skill.
Why do I have so many skills if they are all answered by the same people? So the agents know how to answer the phone:
911
Police Admin
Sheriff Admin
EMS Admin
....and so on
Now in my understanding (as shallow as it may be)the ACD calls all ring on a call appearance button, I can log in to the ACD on my 8434DX and that is how it works.
The Callmaster 6(s) are all programmed like the one listed above with the exception of the bridged appearances, they will differ depending on the station.

Now, Positron's phone GUI (Power911) has three buttons (as I mentioned earlier) "ACD, "ADM", and "DN". I believe these buttons represent the call appearance buttons on the callmaster 6 and Positron uses some sort of "Positron Magic" to get the call to ring on certain buttons in their GUI like the CSSServices.ini file mentioned above.

I was just hoping someone here might have a similar experience.

 

[dufus2506]

Interesting.

Could you post the vector(s) that the system uses to route calls for the various vdns?

I assume that there's a unique vdn for the 911 calls, one for the admin calls, and probably nothing for the DN calls.

Carpe dialem! (Seize the line!)

 

[GregoryF]

Right, different vectors for 911 and Admin, no vector for DN calls

CALL VECTORS

Vector Name
1 911 ACD
3 Admin ACD
5 Chatt Admin
6 911 EMS ACD
7 911 VOIP ACD
8 EMS Admin
9 Red Band
10 Test Admin
11 Collegedale
12 PRANK CALLER
13 Walden Admin
14 Signal Mtn
15 East Ridge
16 EMS Admin Xfer
17 Chatt Fire
18 Red Bank Fire
19 Signal Mtn Fire
------------------------------------------------------------
911 vector

Number: 1 Name: 911 ACD
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 0 secs hearing silence
02 queue-to skill 3 pri h
03
04 wait-time 999 secs hearing ringback
05 goto step 1 if unconditionally

------------------------------------------------------------
Typical admin vector

Number: 9 Name: Red Band
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 0 secs hearing silence
02 queue-to skill 11 pri h
03
04 wait-time 999 secs hearing ringback
05 goto step 1 if unconditionally

 

[dufus2506]

Ok... I see what's going on here. For a second I thought it might be something odd, like it does external (adjunct) routing or somethign like that.

So, what you're looking for is an indication on the GUI that would say which VDN is calling (If it's in the 911, or admin family) or it would flash an indicator that would say it's a local DN. (Presumably the agent login ID.)

I'm guessing that the Positron system is connected to your PBX through an AES server or some sort of CTI. Now, if you don't tell them a list of VDN's, stations, and login ID's you have setup, the PBX won't know to tell the Positron system when an event (such as "ringing station 340") should be sent to the Positron system. Do the Positron folks have a list of all the extensions it should be watching, and is their system configured to request a monitor for all of them?

You can check to see what Positron is watching by typing the "list monitored-station" command.

If you have an AES server, an additional thing to check would be the number of TSAPI licenses (or whatever CTI license type you use) you have. If you have Positron setup to monitor 80 objects, and you only have 20 licenses, you'll get 20 things working correctly when the system starts up, but the rest won't behave the same way.

Carpe dialem! (Seize the line!)

 

[GregoryF]

They don't actually monitor the stations, their GUI somehow interfaces with Avaya's IP agent through the Callmaster VI.

They have to be using the VDN name as the reference, that is how it seems to work with the 911 calls. If I remove "ACD" from the name of 911 VDN and the 911 calls will ring on the DN button, vise versa, if I add ACD to one of the Admin VDN's name those admin calls will ring on the 911 ACD button.

This is why I was hoping you or someone may be familure with the positron side of problem.

 

[dufus2506]

Ohhhh... I see. So it's just reading the display data.

Talk about "poor man's CTI"....

Well, if you follow that naming convention, then the VDNs for admin numbers should start ADM, and every login ID should start DN.

Have you tried that?

Carpe dialem! (Seize the line!)

 

[GregoryF]

Yeah, no luck.