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

 

[81Cadmin]

Thanks Miles for your response.

Yes I was able to resolve the issue where Access ports were not appearing correctly in channel monitor. CallPilot now shows both in the correct color.

Currently
- all Access and IVR ports register correctly in channel monitor
- all access and ivr ports are acquired by Symposium
- channels show when they are being accessed by the script
- Message is recorded and has the correct reference in the script variable
- i've aged 10 years in the past 3 days....

When GIVE IVR, Broadcast, or a Voice Session is referenced in a script the channel lights up to show it is being accessed; the caller however hears silence for the duration of the recording.

i attempted to out both the ELAN and VAS for both SCCS and CP; I receive an error when trying to out the CP VAS (as it must be referenced somewhere). Tomorrow I will be onsite and will down both servers again to try that (out the ELAN and VAS and re-add).

Could you possibly advise on the correct method to do this as it would confirm if what I am doing is indeed correct.

Cheers,

 

[Milesprower]

Take both servers down. Restart SCCS. When SCCS is all the way up, restart Call Pilot. Call Pilot must see Meridian Link from SCCS when it starts or integration will not take place.

After they are both up and everything is acquired properly, allow a couple more minutes, then test.

The last "trick" to try is to stop and restart the VSM and nmblah (sp?) services on the SCCS. Wait a few minutes and try again.

 

[81Cadmin]

I've tried this before including restarting vsm. I'll give it another go and let you know.

 

[Milesprower]

FYI - SCCS should be on VAS ID 16, Call Pilot on VAS 17.

 

[81Cadmin]

I tried reboots and service restarts again... No change...

SccS is VASID 16 and Callpilot is 17.

 

[Milesprower]

Can you open a trouble ticket? With all the information above, it appears you are set up correctly. Your issue could be something totally unrelated. All three systems (switch, Call Pilot, SCCS) need the proper patches. The switch needs certain software packages as well.

 

[81Cadmin]

SCCS is su_07
CP is su04
Latest deplist of 3.0 have been applied

Q - what software packages must the switch have?

Strange events occurred within my company and this system due to a company change is not currently under contact. I am in negotiations with MTC providers.

I'm in Canada and am not sure if there is a direct Nortel support available. I am trying to get someone experienced with the platform to perform a site visit this week. Hopefully they can find a resolution to this problem.

 

[Milesprower]

There are a slew of packages that are required on the switch. You should comb through the documentation. I have this SCCS 4.2 vintage list:
Package 041 ACDB (SCB or ADS Block must be configured)
Package 209 MLS
Package 214 EAR
Package 215 ECT
Package 218 IVR
Package 247 Call ID
Package 324 NGEN
Package 364 NMCE
Package 254 PHTN
Package 311 NGCC

Some of the packages have other package dependencies