Symposium voice Services - ringing and ringing only

[gabtek]

Dear all,

I am having issue to use the "callpilot" for my "please wait" message while customer are on the queue. I have configured my CCMS, CP and CS1K, I see the ACD-IVR acquired, the callpilot access channel are logged in and acquired. I have configured the ACD-IVR number in the callpilot web interface to go to "symposium" voice services, but when I call the number, it only rings... it should pick up and "dead air". I have check all my configuration and can't see what's wrong, all number matches and all the rest is working.


few logs

DN 1102999
TYPE ACDN
ACID 1108505 TN 004 0 10 05
ACID 1108500 TN 004 0 10 00
ACID 1108501 TN 004 0 10 01
ACID 1108503 TN 004 0 10 03
ACID 1108504 TN 004 0 10 04
ACID 1108502 TN 004 0 10 02


TYPE ACD
CUST 0
ACDN 1102999
MWC NO
DSAC NO
MAXP 60
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
CALP POS
ICDD NO
NCFW
FNCF NO
CWTT NONE
HMSB YES
ACPQ 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
HOML NO
RDNA NO
LABEL_KEY0 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


On my CCMS , in server utility, I get this message when I call the ACD number

Non-SCCS call placed to IVR ACD-DN / Voice Port (16777263.,ACD DN: 1102999 Orig DN: 1102999.,\vsm_vob\nivsm\src\VsmRsrc.cpp\2638\DSPUnit::HandleUnknownCall.

Any ideas are welcome.

thx

 

[dj4020]

I believe you are wrong about the call being answered by calling it directly.
You need to either use a GIVE BROADCAST or GIVE IVR from a script, depending on what your actually using. These acquired agents are virtual not real agents so they will not answer a call as you suggest. Thats why you get a Non-SCCS call placed to IVR ACD-DN error message.