Voice Session Failure!!! Help!!!

[moonmonster]

Hi People

All my CDN/scripting/skillset assignments seem to work ok, but all of a sudden no voice sessions seems to play in my scripts while the customer is waiting. Im not using Give IVR.

The calls to go to the correct agents when they are free.

This is a real problem when soem lines only give a message with no agents assigned!!!

Thanks, Steve

 

[mikeyb123]

do you have a problem with your mail? or are you using call pilot?

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[moonmonster]

We have mail 13, everything else with mail seems to be ok as far as I know. I have had a look at SCCS and the VSM service states mail link Etc are all ok.

 

[johnjose]

Messages are not played just in case call is waiting for agent ? Did you test to place some RAN in the beginning of script ?

jj

 

[mikeyb123]

watch out we have problems with our mmail 13.

it's with nortel at the mo.

It just stops playing any prompt what so ever...

good luck!!

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[cgilmer]

With enhanced services on MM13 you had an ethernet cable providing the service between the SCCS and MM. Might try replacing the cable or verifying the connections are secure.

If that isn't it you need to verify you have your ACCESS ports on MM seperated from your GIVE IVR ports and your standard Mermail "check your voicemail" message ports.

None of the above can share with the other. They have to be dedicated ACD groups. If you have all of this re-check your settings on the ACD. I believe the Give IVR has to be set to IVR yes but I don't remember if the ACCESS ports need to be set that way as well (its been a while).

Lastly, check to make sure on MM that your access ports are logged in and ready. Place a call to the ACD and see if the port even picks up while you are watching it on your MM terminal.

If not provide a sample code from one of your scripts and see if we can find something that will help you.

 

[moonmonster]

All sorted, removed all access ports etc, restarted services, then acquired ports...........all ok.

 

[mte0910]

Late submission here, but I've heard this kind of thing before where someone thought they had a failure because there were no messages playing, often turns out that there was simply too much competition for the access channells. I like to check call volume at those times, see if it's higher than normal.

 

[sandyml]

Have you checked your password on your ACCESS mailbox to see that it hasn't expired? Check it on MerMail to make sure it isn't locked out, try to log into it from a phone, make sure you can log into Voice Prompt Editor.

If that is good, go to your SCCS and stop MAS Link Handler #2, then stop and start VSM (it will bring up the Mas Link Handler).