RAD ports and DND

[Mitelpassion]

Can anyone tell me why on the 3300 ICP the RAD ports go into DND by themselves and is there a way to actually stop them from doing so.

Thanks,

 

[MitelInMyBlood]

I've seen the problem on the SX2K.

Our solution was to assign several (i.e., 3) to the same task and put them in a RAD hunt group. I suspect your problem tho could be related to a timer setting.

 

[Mitelpassion]

When you say timer setting, what are you reffering to? The timers in the paths and the message timer in the COS for the RAD ports. If so what could the issue be.

Thanks,
E

 

[paterson]

Is it possible that the RAD port has not answered? I know that in the SX-200, when a RAD port does not answer, the system will put the port into DND. Typically, a RAD will not answer if there is no message to play.

Is the RAD Internal or External?

 

[Mitelpassion]

Not sure what you mean by External. I am assuming it's internal..

E

 

[paterson]

You can use ONS ports and connect to an external RAD/RAN device such as an Interallia. The external RAD/RAN works the same as the internal RAD, except you are not using up embedded Voice Mail ports for the application. If there is no message to play within the External RAD, the RAD will not answer, so the system will put the RAD port into DND. I am making an assumption that an Internal RAD may behave the same way.

What I am suggesting is that the RAD, whether it is internal or external, be checked to make sure that there is actually a message recorded for it to play.

 

[macphoneguy]

i would have to concur somewhat with "superMitelTech" we have a SX2K with one attendant console and the RAD was going into DND Intermently for no apperant reason we did two things onw is switching the RAD to a Interallia and 2nd since it was a loop start port I simply put the port/Extension as a DSS/Blf of a digital Set, next to the console, so when the attendant is getting calls they know to expect it to light, but if they aren't getting any calls and the line is Light up they know something is awary,

 

[ianuk1974]

Hi MitelPassion,

I had this problem not too long ago.

First you need to check your message length time, then change your answer message plus timers within your C.O.S of the RAD ports this is the typical problem area.

Secondly what software version are you running on your 3300 as there was a known bug with RAD ports going into DND, you may need to upgrade your system.

Ian

 

[Mitelpassion]

Thanks all for the replies. I am using the embedded ports. The software version is 5.2.4.4. The problem with upgrading the site is that it's a 24hr call centre for hi jackings and vehicle recovery, a booming business here in South Africa

So upgrading this particular system if needed is always difficult. Looking at the answer message plus timers with the COS of the RAD ports what should I look out for. All the ports do have messages "in" them and none of the messages are being cut when played. Am I in the right direction?

Thanks,
E

 

[ianuk1974]

Hi Mitelpassion,

You are in the right area sounds like things are how they should be but i would maybe increase your timers by matbe a few seconds ( 3 to 4) on each.

However the unforunate thing is the software you are running is the version that had the bug. version 5.2.5.4 has the fix however 5.2.6.8_1 is now available.

Regards

Ian

 

[MitelInMyBlood]

I'd like to reiterate my suggestion to provision multiple RADS (3 minimum) and place them into a RAD hunt group. If the call center is as busy as you say, the problem could easily be glare (a new call being presented at the same moment a prior call is clearing off the RAD). Set the hunt order for the RAD hunt group to CIRCULAR.

 

[Mitelpassion]

Thanks guys. I am going to increase the timers and also will make use of MitelInMyBlood's suggestion of assigning more than one port to a RAD greeting.

It's a pitty about the software version. I originally upgraded from the previous version to 5.2.4.4 because of problems I was having with the call centre queues.

Anyway thanks again.

Regards,
E

 

[MitelInMyBlood]

You have to bear in mind that although we're at rls 5.x software, the first "production" release wasn't until version 3.x so the 3300, compared to legacy TDM systems, is still in its infancy. Software upgrades are coming out quarterly, but the list of known product issues is still a little lengthy and only details the ones they know about. In my opinion it's still the best VOIP system available.

 

[Mitelpassion]

I agree with your statement about the best VOIP system. I must admit the list of known bugs is a little concerning but I do realise that the fixes and software updates are coming out thick and fast so there is definately hope all round

I find so many things, requests from clients, every day that I find difficult to program. 9 times out of 10 there is no clear cut way to program certain "features". There is always some way of doing it though.

E