chessclock
IS-IT--Management
I've been having a Voice Mail + ACD problem here, on
Nortel Meridian (M12X0 + M0X16) System, Voice Mail: NVM 3.0.10A, ACD: Cinphony 3.45.0006, total # of VM ports - 16 (8 for VM, 8 for the ACD).
It happens occasionally, not at the same time of the day.
Every week, or, at least, every two weeks, I have
the following Rush Hour Problem:
the VM stops picking up lines until I restart the VM+ACD computer. The VM seems to be down.
As a result, no caller can get an initial Voice Mail (CRC tree) greeting: "You've reached our company..."
At the same time, I receive DRT (Delayed Ring Transfer)
calls - such a transfer usually happens when a caller is
patient enough to wait 10 to 12 rings to be transferred
directly to an Emergency Extention.
(Sure I don't want to keep callers waiting longer
than 2 rings, plus, to avoid long lines on the ACD,
I have configured the system to transfer a call to an
operator when a customer is in the ACD que longer than
one minute.)
This is not a line (line pool) problem: some lines are not too busy during a rush-hour.
For the last year, I have upgraded the ACD 'computer' to 64Mb of RAM, and the VM&ACD module - from 8 to 16 ports.
I have checked the VoiceMail and ACD configuration and tried different port combinations (and, finally, decided to keep 8 for the VM and 8 for the ACD), but I still face the same Rush Hour Problem.
The only thing I can do now when the VM is down, is cold restarting the ACD computer - soft restarting does not help, most of the time.
Thank you for ANY hints and tips!
Nortel Meridian (M12X0 + M0X16) System, Voice Mail: NVM 3.0.10A, ACD: Cinphony 3.45.0006, total # of VM ports - 16 (8 for VM, 8 for the ACD).
It happens occasionally, not at the same time of the day.
Every week, or, at least, every two weeks, I have
the following Rush Hour Problem:
the VM stops picking up lines until I restart the VM+ACD computer. The VM seems to be down.
As a result, no caller can get an initial Voice Mail (CRC tree) greeting: "You've reached our company..."
At the same time, I receive DRT (Delayed Ring Transfer)
calls - such a transfer usually happens when a caller is
patient enough to wait 10 to 12 rings to be transferred
directly to an Emergency Extention.
(Sure I don't want to keep callers waiting longer
than 2 rings, plus, to avoid long lines on the ACD,
I have configured the system to transfer a call to an
operator when a customer is in the ACD que longer than
one minute.)
This is not a line (line pool) problem: some lines are not too busy during a rush-hour.
For the last year, I have upgraded the ACD 'computer' to 64Mb of RAM, and the VM&ACD module - from 8 to 16 ports.
I have checked the VoiceMail and ACD configuration and tried different port combinations (and, finally, decided to keep 8 for the VM and 8 for the ACD), but I still face the same Rush Hour Problem.
The only thing I can do now when the VM is down, is cold restarting the ACD computer - soft restarting does not help, most of the time.
Thank you for ANY hints and tips!
