PrairieFyre Assistance needed 2

[MitelInMyBlood]

Over the years I've done a couple call centers using ACD-2000 (ACDII) and the older PrairieFyre CyberACD software with 2103 datasets feeding the SMDR & ACD data to the server with a digiboard & etc. Now I'm facing a new installation (on another SX2000) running LW34 but the client wants to use TCP/IP for the data streams. Fine, sounds like a good idea except I'm unable to find any docs. It sure isn't mentioned in the SX2K Tech handbook. The latest PrairieFyre CCM (Business Ed) rls 5.3 docs go into explicit detail about using the old datasets but barely mention using TCP/IP except to say they recommend it. Fine. How? What whole chapter of the documentation is missing here? Like maybe how to configure the machine to use TCP/IP for the SMDR data and ACD data and get it out of the SX2K using TCP/IP. I'm all in favor of doing it that way, anything to avoid using old datasets, but what day in class was I sleeping? Same for the CCM 5.3 System Engr Guide. All sorts of info about using datasets, but only sparse info about doing it with TCP/IP. Where's the beef? The Engr Guide says I need MC3E's which is what's there and configured for IP. Perhaps I'm blind and cannot see the forest for the trees. What am I missing here?

Pointers appreciated!!!!!

Thanks.

 

[Lundah]

Which side are you having trouble making the leap on? On the SX2k, the data streams are output on TCP ports in the 175x range (1752 is SMDR, I think 1753 is ACD RealTime, but I don't have the docs in front of me so double check those). You should be able to set up PF to just listen on those TCP ports to get the data.

 

[MitelInMyBlood]

That's what I was needing. Thanks,
Where is this documented? I've turned our library upside-down looking for this. Are these the same ports used by the 3300? (They sound familiar)

 

[MitelInMyBlood]

Okay I found the list of Ports for the 3300. So what happens when the SX2k switches planes and suddenly there's a new address for the MC3E?

I have practically torn the PF 5.3 manual apart and this is not documented anywhere

 

[nytalkin]

You found the answer. A redundant 2K doesn't support this type of data output because there are two ip addresses.

 

[MitelInMyBlood]

Judas Priest!!

PrairieFyre's phone is going to be ringing. Now I have to find some #@&^% 2103 DNIC datasets.

 

[Lundah]

Yes, it's the same ports as on a 3300ICP, but I can't for the life of me remember where it's documented (Engineering Guide, perhaps? Check your EDOCS.). Not sure about handling redundancy, seems to me PF would be able to handle the switch. It's been a couple of years since I worked on a setup like this, I don't remember how we handled the integration.

 

[MitelInMyBlood]

Yes, it's documented in the 3300 tech handbook and apparently the same ports apply to the SX2K. Now how do we kludge it to make it work on a control-redundant system?

Random thoughts:

1. Two Xyplex IP terminal servers and some serial port-sharing devices

2. Write a custom script for Ops to have the machine switch planes twice a day. Now that'd be really cool!

3. Leave a note for the night watchman to manually push the button every morning before he leaves.

4 Lock it down on one plane and see how long it takes to crash.

5 Tell the customer they'll need to buy a 3300 for a 2-seat ACD - uhuh, yeah, right.

6. Find an old 2kML in the boneyard somewhere for 10 bucks and buy 5 grand worth of options for it

7 Back to the original plan, 2 datasets and a digiboard.

Sigh.....

 

[Lundah]

MIMB,
The answers you seek are on page 74 of the v5.3 user guide. When you set up the SX-2000 server, you can select if it's a redundant system, which will then allow you to program the alternate address for the redundant MC3E.

 

[MitelInMyBlood]

Thank you again sir. Now I feel like an ass. I don't know how I missed that. I'm usually pretty good finding obscure things in the docs. I spent the last 2 days digging for info on this and was planning to call Dean on Monday for some datasets, which the client really didn't want to do. PF was nice enough to send me the 5.3 manual in advance of purchasing the software and I downloaded the engr guide and then started to panic when I couldn't locate the tcpip port info I needed.

The same ports used for the 3300 work for the SX2K and I've tested both and found that to be correct.

Have you ever done this with a VMWare virtual server? If so, how do you get the wall sign data without a physical serial port? Or do we need a physical server for that?

Thanks again

 

[Opsmgr06]

You need an Apsu for the collection of ACD Data, which has been retired.
This is programmed the same as the AFC Card in the supervisor with the advent of MN6100 it was suppose to end Datasets.
Just done two Redundants 9 months ago with Apsu's works fine.

 

[MitelInMyBlood]

Ouch!!

Back to square one here with datasets.

The fact it's been M/D is not an issue but the fact that the APSU needs a fiber link is a deal-breaker.

All 11 FIM slots on the MC are already taken with PERs or DSUs.

SYS TO

TOTAL TRUNKS 281 TOTAL STATIONS 1867
TOTAL ATTENDANTS 5

CEPT Trunks 120 UNIVERSAL T1 Trunks 161

On Premise Stations 383 DNI Stations 1436
COV Stations 48

No room at the Inn.

Thanks anyway!

 

[Lundah]

Why would you need an ApSU? ACD Realtime is put out on a TCP port, just like SMDR data.

 

[MitelInMyBlood]

I was taking the man at his word. He mentioned having done two red 2Ks this year. I would sure like NOT to have to use an APSu because I do not have one and would need to find 2 (1 + a spare). All we're doing is the CCM bus ed. small system. Shouldn't be brain surgery, but I also do not want to have to use datasets if I can avoid it.

I understand what the APSU is, but what would it do for me in an ACD application?

 

[nytalkin]

Put in a second nic on your CCM server aand program the TCPIP ports in the 6110. It won't matter which plane is active. Just make sure that you have seperate ip's for the A and B planes.

There are several diagrams and paragraphs discussing this matter in the prariefyre docs.

30 years and it's still true.....NO GOOD DEED GOES UNPUNISHED!

 

[MitelInMyBlood]

Thanks!

That's what I was planning. Dual NICs in the server; 1 to connect to the corporate network, the other to talk to the PBX. They're leasing the server which means in 3 years we get to do this again ;-) but by then there should be some 3300s here (lord willing).