SYMPOSIUM / CP IVR PORTS IN 'REMOTE OFF DUTY' ** URGENT **

[81Cadmin]

I'm positing this question in the Symposium forum as well in case Symposium experts aren't viewing the CallPilot forum.

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Last week I completed an install of the M1, CP and Symposium, SWC, SMC and Sig Servers. All seem to be functioning well except for the IVR PORTS in CallPilot. The ports will not (go into service and remain in 'REMOTE OFF DUTY'.

It's important to note that Symposium acquires the IVR-DN, ACCESS DN/PORTS 'WITH NO' issues, the ACCESS ports in CP are also idle and not affected.

ENVIRONMENT: CP 4.0 (SU04); Symposium 5.0; Succession 3.0;

I've attempted several fixes with no success (below).

FIXES TRIED:
- Ran CP Config Wizard (multiple times); changed order of Access/IVR channels, removed both IVR and Access ports assignments and re-added. Rebooted as required.

- Reboot of both CP and Symposium (allowing Symposium to boot first to acquire AML 16; approx 500 second boot difference)

- Re-input IVR channels; confirmed AST=0,1 and CLS=MMA, FLXA

- Restarted the 'MAS linkhandler' and 'VSM_service' several times.

- Reverted back to older Peps, and returned to SU04

- Performed 'DISU/ENLU' on all IVR channels

I would appreciate any suggestion or assistance the members can provide. I need to complete the full implementation of IP Branches Nationally (13) and the Call Centre Scripting in the next 1 1/2 to 2 weeks. So this matter has become critical to me.

"Beers on me if you can assist in solving it".

Thanks in advance,

 

[Milesprower]

Are these ports used by SCCS for ACCESS or GIVE IVR announcements?

 

[81Cadmin]

Success!!! After rebuilding all access/ivr DNs, ports, full reconfiguration of channels on the CP and reboots (CP and SCCS).

In addition I found an error in the channel assignment in CP where my contractor programmed 52 voice channels, instead of 48 voice and 4 fax (which is what we are licensed for). I'm thinking this was the actual cause of the 'IVR Remote Off Duty' problem but can't confirm due to the other actions I took. At this point I'm not to interested in duplicating the problem

Thanks all who responded.

 

[sandyml]

Next time this happens, try enabling those ports (by card is good) in the PBX. If they are already enabled in the PBX, then disable/re-enable them.

 

[tnphoneman]

I think you may be confused. Voice ports and fax ports are programmed the same on the PBX. The ports that would be different would be the access and IVR ports, but that difference would be to place them in their own queue so that you could give them different call treatment if the callpilot were to go down and a few others.

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