Symposium 5.0 Voice Segments Fail to Play 1

[81Cadmin]

I recently built a Symposium 5.0 (SU_07) server, with CallPilot 4.0 and Succession 3.0.

After completing the configuration Symposium acquires all resourses correctly and CallPilot has registered all channels correctly. However when a script calls for a voice segment to be played (either by GIVE IVR, GIVE Broadcast or Open Voice Session) the caller only hears dead air and not the recording.

I've confirmed that all ports are configured correctly on M1 and am at a loss onto what the issue is. My vendor also hasn't been able to come up with any recommendations thus far.

Notes:
- The CP Channels show activity (light up) on the cooresponding IVR and Access channel when the recording is 'supposed' to be playing
- Symposium was fully booted before starting CallPilot
- Global Settings configured for 4 broadcast (of 6 in total)
- All IVR, ACCESS and CDN's acquire without issue
- Reboots of all environments have not resolved the issue

VOICE SEGMENT TEST SCRIPT

/* Title: Master Script */

IF TRANSFERRED OR CONFERENCED THEN
GIVE RINGBACK
WAIT 5
ELSE
GIVE RINGBACK
WAIT 2
END IF

WHERE CDN EQUALS
VALUE chd_CDN_gv: EXECUTE chd_Section
DEFAULT: ROUTE CALL DEFAULT DN
END WHERE



/* --------- IVRDN ACCESSDN TESTS ------------- */

SECTION chd_Section
GIVE CONTROLLED BROADCAST ANNOUNCEMENT
PLAY PROMPT VOICE SEGMENT Test_vs
WAIT 5

OPEN VOICE SESSION 6330
PLAY PROMPT VOICE SEGMENT Test_vs
END VOICE SESSION
WAIT 5

GIVE IVR 6340 WITH TREATMENT 6770
WAIT 5

EXECUTE chd_Section

 

[BkMesser]

Do a stat elan in ld 48. Look at the ip addresses. If the ip address of elan 16 (or the lowest numbered elan)is the elan ip address of the call pilot this will happen.

To get the symposium to grab the first elan (16) you have to shut down the call pilot and symposium. Then boot the symposium up and let it get all of its services going. Then boot the call pilot up.

If this doesn't work either ini or reboot the switch while both the symposium and cp are down. After the switch is back up boot up the symposium and let it come up and then boot the cp.

 

[BkMesser]

Whoops...I missed the middle section. Sorry

 

[81Cadmin]

Thanks for the suggestions, i forgot to mention i did ensure Symposium acquired elan 16, and callpilot acquired 17.

I also tried a reboot today of the M1 today (with both application services powered down). I booted Symposium and 10-15 minutes later booted CallPilot. Unfortunately it did resolve my problem.

 

[81Cadmin]

just a though, could there be something missing the 2008 sets (such as a CLS)?

 

[81Cadmin]

I've printed some info to assit in finding the problem....

-------------------------------------------
Here is a Print of the ELAN status (Symposium is xx.170)
-------------------------------------------

>ld 48
LNK000
.stat elan

SERVER TASK: ENABLED
ELAN #: 16 DES: ELAN
APPL_IP_ID: 10 .249 .251 .170 LYR7: ACTIVE EMPTY APPL ACTIVE
ELAN #: 17 DES: ELAN
APPL_IP_ID: 10 .249 .251 .163 LYR7: ACTIVE EMPTY APPL ACTIVE

-------------------------------------------
Here is a printout of the AccessDN
-------------------------------------------
>ld 23
ACD000
MEM AVAIL: (U/P): 26043272 USED U P: 2481573 48847 TOT: 28573692
DISK SPACE NEEDED: 71 KBYTES
2MB BACKUP DISKETTE(S) NEEDED: 1 (PROJECTED LD43 - BKO)
ACD DNS AVAIL: 23981 USED: 19 TOT: 24000
REQ prt
TYPE acd
CUST 0
ACDN 6330

TYPE ACD
CUST 0
ACDN 6330
MWC NO
DSAC NO
MAXP 10
SDNB NO
BSCW NO
ISAP NO
AACQ YES
ASID 16
SFNB
USFB 1 3 4 5 6
CALB 1 3 4 5 6 8 11
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
ACNT
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR YES
TRDN NONE
ALOG YES
OBSC NO
OBPT 5
CWNT NONE

-------------------------------------------
Here is a printout of the IVR-DN
-------------------------------------------
REQ prt
TYPE acd
CUST 0
ACDN 6340

TYPE ACD
CUST 0
ACDN 6340
MWC NO
DSAC NO
MAXP 6
SDNB NO
BSCW NO
ISAP NO
AACQ YES
ASID 16
SFNB
USFB 1 3 4 5 6
CALB 1 3 4 5 6 8 11
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
ACNT
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR YES
TRDN NONE
ALOG YES
OBSC NO
OBPT 5
CWNT NONE

-------------------------------------------
Here is a printout of the access/ivr ports
-------------------------------------------

>ld 32
.stat 52 0 15
00 = UNIT 00 = IDLE (2008 LOG IN )
01 = UNIT 01 = IDLE (2008 LOG IN )
02 = UNIT 02 = IDLE (2008 LOG IN )
03 = UNIT 03 = IDLE (2008 LOG IN )
04 = UNIT 04 = UNEQ
05 = UNIT 05 = UNEQ
06 = UNIT 06 = UNEQ
07 = UNIT 07 = UNEQ
08 = UNIT 08 = IDLE (2008 LOG IN )
09 = UNIT 09 = IDLE (2008 LOG IN )
10 = UNIT 10 = IDLE (2008 LOG IN )
11 = UNIT 11 = IDLE (2008 LOG IN )
12 = UNIT 12 = IDLE (2008 LOG IN )
13 = UNIT 13 = IDLE (2008 LOG IN )
14 = UNIT 14 = IDLE (2008 LOG IN )
15 = UNIT 15 = IDLE (2008 LOG IN )
16 = UNIT 16 = IDLE (2008 LOG IN )
17 = UNIT 17 = IDLE (2008 LOG IN )
18 = UNIT 18 = IDLE (2008 LOG IN )
19 = UNIT 19 = IDLE (2008 LOG IN )
20 = UNIT 20 = UNEQ
21 = UNIT 21 = UNEQ
22 = UNIT 22 = UNEQ
23 = UNIT 23 = UNEQ
24 = UNIT 24 = UNEQ
25 = UNIT 25 = UNEQ
26 = UNIT 26 = UNEQ
27 = UNIT 27 = UNEQ
28 = UNIT 28 = UNEQ
29 = UNIT 29 = UNEQ
30 = UNIT 30 = UNEQ
31 = UNIT 31 = UNEQ

-------------------------------------------
Here's a printout of the first access port:
-------------------------------------------
REQ: prt
TYPE: dnb


CUST 0
DN 6330
DATE
PAGE
DES

DN 6330
TYPE ACDN
ACID 6441 TN 052 0 15 08
ACID 6442 TN 052 0 15 09
ACID 6443 TN 052 0 15 10
ACID 6444 TN 052 0 15 11
ACID 6445 TN 052 0 15 12
ACID 6446 TN 052 0 15 13


NACT
REQ: prt
TYPE: tnb
TN 52 0 15 8
DATE
PAGE
DES

DES CPILOT
TN 052 0 15 08
TYPE 2008
CDEN 8D
CTYP XDLC
CUST 0
FDN
TGAR 1
LDN NO
NCOS 5
SGRP 0
RNPG 0
SCI 0
SSU
XLST
SCPW
CLS UNR FBD WTA LPR MTD FND HTD ADD HFD
MWD LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD MMA CMSD SLKD CCSD SWD LND CNDD
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND FLXD FTTC DNDY DNO3 MCBN

CPND_LANG ENG
HUNT
PLEV 02
SPID NONE
AST 00 01
IAPG 0
AACS YES
ACQ AS: TN,AST-DN,AST-POSID
ASID 16
SFNB 1 2 3 4 5 6 11 12 13 18 22 24
SFRB
USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15
CALB 0 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 6330 0 6441
AGN
01 SCN 6541 0 MARP
02 MSB
03 NRD
04 TRN
05 AO3
06
07
DATE 28 MAY 2008
NACT
-------------------------------------------
Here's a sample of the first IVR port:
-------------------------------------------

REQ PRT
TYPE: dnb
CUST 0
DN 6340
DATE
PAGE
DES

DN 6340
TYPE ACDN
ACID 6447 TN 052 0 15 14
ACID 6448 TN 052 0 15 15
ACID 6449 TN 052 0 15 16
ACID 6450 TN 052 0 15 17
ACID 6451 TN 052 0 15 18
ACID 6452 TN 052 0 15 19


NACT


REQ: prt
TYPE: tnb
TN 52 0 15 14
DATE
PAGE
DES

DES IVR
TN 052 0 15 14
TYPE 2008
CDEN 8D
CTYP XDLC
CUST 0
FDN
TGAR 1
LDN NO
NCOS 0
SGRP 0
RNPG 0
SCI 0
SSU
XLST
SCPW
CLS CTD FBD WTA LPR MTD FND HTD ADD HFD
MWD LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD MMA CMSD SLKD CCSD SWD LND CNDD
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND FLXA FTTC DNDY DNO3 MCBN

CPND_LANG ENG
HUNT
PLEV 02
SPID NONE
AST 00 01
IAPG 0
AACS YES
ACQ AS: TN,AST-DN,AST-POSID
ASID 16
SFNB 1 2 3 4 5 6 11 12 13 18 22 24
SFRB
USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15
CALB 0 1 3 4 5 6 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
DTMK
KEY 00 ACD 6340 0 6447
AGN
01 SCN 6547 0 MARP
02 MSB
03 NRD
04 TRN
05 AO3
06
07
DATE 18 JUN 2008

 

[Milesprower]

It's strange that both GIVE IVR and voice segments do not work. Usually GIVE IVR always works.

This is a frustrating topic. The best thing to do is go over everything with fresh eyes and follow the documentation exactly (stare and compare).

I would set up a separate script for GIVE IVR and ACCESS. Sometimes one will fail and you never get to the second announcement. In other words Access could be failing and the script hangs and never gets to the GIVE IVR command.

If they still both fail as separate scripts with separate CDNs, then look for system configuration issues.

You can also look at the IVR Real Time Display to see if a call is being offered to the IVR queue. This can also help point you towards a system configuration issue versus a port or SCCS variable issue.

Some things to look at off the top of my head:

Did you configure the access port channels on Call Pilot (starting with 1) and assign them on SCCS before acquiring the ports?.

Did you build an SDN for each GIVE IVR voice treatment?

Did you double check that your Call Pilot application name is used exactly (it is case sensitive) when you built your voice segment variable (ex English:SCCS_PROMPTS:1, SCCS_PROMPTS being the application on Call Pilot where the voice segments are stored).

When you set up the SCCS, did you put the Call Pilot E-LAN IP address in the set up configuration?

When you configured the Call Pilot, did you enter the SCCS C-LAN IP?

 

[captaingadget]

Good advice from Miles, in addition, run the historical reports for the access ports to see if the channels are being held for the appropriate amount of time. Assuming that they are, as you have already said that they show activity when you expected them to, then it is a matter of the recording not being heard. The usual cause for this is the voice segment script variable is pointing to the incorrect file location in call pilot. i.e. the voice segment is in the wrong place or a simple config/typo error with the script variable.

Symposium will not identfy this type of problem as it does not verify that a recording is actually present before validating a script. It simply verifies that the script variable actually exists.

 

[81Cadmin]

Both GIVE IVR and Access are working as the CallPilot channels are being utilized. I also ran a historical report and it shows both being accessed for the appropriate amount of time.

CallPilot channels are configured with ID's (starting with 1) as well as Symposium.

CallPilot has an SDN for both IVR and Access (setup as Symposium Voice Service)

The Applications names are as they appear in CP.

SCCS has the correct CP ELAN configured.

This is a strange problem. Thanks for your suggestions.

 

[81Cadmin]

I ran a report on the IVR. The report shows calls are being answered with the appropriate talk time. Should the IVR session also register as conferenced?

 

[johnjose]

Is your CCMS MAS Link Handler service started,
Any events in the CCMS/Server Utility/Event Browser ?

jj

 

[81Cadmin]

No errors, it connects to CallPilot fine. I've attempted restarts of the service but this didn't resolve the issue. Everything else works fine.

 

[captaingadget]

Sorry to go banging on about this but you say the applications names are as they appear in call pilot - fine, but have you specified the correct prompt ID to go with it? I've seen so many people get this bit wrong.

 

[81Cadmin]

Yes filenameromptID are both in the variable correctly.

I've accessed and played the prompt through prompt mtc as well.

 

[Milesprower]

Did you create separate basic voice test scripts for GIVE IVR and Access voice segments?

As I said before, GIVE IVR should work. Your test script in the original post has two voice segments followed by a GIVE IVR treatment. If the access fails you will not hear the GIVE IVR treatment.

One other place to check. For Global settings did you put in 1111 for mailbox and 1111 for password? Also enter the access IVR ACD-DN (it should be in the drop down list) for Default Access Treatment DN and Default Access IVR DN.

I would also put the access ACD IVR DN (6330) after the GIVE CONTROLLED BROADCAST ANNOUNCEMENT command.

 

[81Cadmin]

Thanks Miles, most of those I have tested.

If someone could possibly do this for me. Build a test master script which will test IVR,ACCESS and Broadcast. My accessDN is 6330, my IVRDN is 6340.

The voice segment/recording in AppBuilder is named;

Name: Prompts
ID: 9999
Volume ID: 1

The voice segment is called test_vs for scripting.

 

[Milesprower]

Well, as I suggested above, I would build two separate primary scripts, one for GIVE IVR, one for access.

In the Master, each has its own CDN.

GIVE RINGBACK

IF TRANSFERRED OR CONFERENCED THEN
WAIT 4
ELSE
WAIT 2
END IF

/* Test Voice Services */
WHERE CDN EQUALS
1234: EXECUTE SCRIPT GiveIVRTest
5678: EXECUTE SCRIPT AccessTest
DEFAULT:
END WHERE

GiveIVRTest Primary Script:

GIVE IVR 6340 WITH TREATMENT 6770
GIVE MUSIC X
WAIT 6
DISCONNECT

Where X is your music route. When you dial the CDN you should hear the treatment, then music, then disconnect. If you only hear music and disconnect, you know the announcement did not play, but the call did get handled by the correct script. You should also be able to hear the treatment by dialing the SDN directly on the Call Pilot. If you can't, then your Call Pilot application is not right.

AccessTest Primary Script

OPEN VOICE SESSION 6330
PLAY PROMPT VOICE SEGMENT Test_vs
END VOICE SESSION
GIVE MUSIC X
WAIT 6
DISCONNECT

The value of the variable Test_vs should be Englishrompts:1

Assuming you built voice segments in the application and the first one is used for test_vs. Did you define voice segments in the Application? The Application is simply a straight line from start to end. Nothing else. Then you define the voice segments. I like to record them through prompt maintenance (using the application ID and segment number) and then you should be good to go.

I hope this helps.

 

[81Cadmin]

A new problem started late yesterday which kept me up late. The access port in callpilot refuse to configure themselves as access ports, instead the come up as regular channels. I've tried running the config wizard several time to correct with no success. CP also keeps dropping the I'd from the config on reboot.

Will update all later today.

Thanks.

 

[81Cadmin]

EVENT VIEWER...


EVENT 1 (Application)

The description for Event ID ( 42576 ) in Source ( NGen ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: 42576 , MSG , DBG , Telephony Services Manager (TSM)[] , 0, , , 1, 2516, TSM_EXEC:/exec_accLinkThread().

EVENT 2 (Application)
Event from ACCESS Link Handler[0] : Message to unknown destination: Application ID [ 1281] Toolkit ID [ 1536].

--------------------------------------------------------

DOES THIS SHED ANY LIGHT ON THE PROBLEM?

 

[Milesprower]

Not to me. Do you have integration back with ports acquired on SCCS and showing as Access (Blue) on Call Pilot?