atcomsystems.ca/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems CCR Tree Not Functioning

I'm having a problem getting a CCR tree to function w/ our BCM 400(Release 3.5 Build 2.3b). I was able to create a CCR tree that displays a status of "OK" and has no errors when I run a CCR Tree Usage Report. When I assign it to a Greeting Table, however, it doesn't work. The initial greeting is played and then the Auto-Attendant menu plays and the system just hangs waiting for input. I tried using the custom Auto-Attendant menu as well but then that menu replaces the standard one and the same thing happens as far as an indefinite pause. I tried just hitting what would be a option on the CCR tree but keep getting a message that I've entered an invalid extension.

The tree is has a menu node as the home node w/ 4 transfer nodes which all have valid extensions.

I've tried recreating another tree w/ the same settings, but I get the same result. Am I missing something or have I skipped a step?

Is the tree enabled?

Isn't the CCR Tree auto-enabled when you attach it to a Auto-Attendant? When I run a CCR Tree Usage report the tree comes up as enabled but when you check the usage no calls are displayed.

Two things to look at.

Be sure your lines are assigned to same table as the CCR tree. They must all match up.

Line numbering on BCM can be confusing.

I have lines 1-200 set to use the auto-attendant that has this calling tree enabled. The correct auto-attendant plays and you get the right greeting, it's just that the CCR doesn't play. Even if you try to enter in what you know is an option (say 2 for the sales dept) you get an error message stating that you've entered an invalid option.

Don't AA has a Table set up were Tree# would be set to Enable? CCR has to be Enabled in the Tree you are using otherwise it would be set up but would not work.

I have the tree assigned to a AA #2 and that AA is assigned to answer lines 1-200 after 0 rings. The AA picks up and plays the message (I've switched messages just so as to confirm the correct AA is picking up) but the CCR tree that is assigned to it never plays.

There are 4 places in the table setup where a CCR is enabled based on time of day morning, afternoon, evening and non-business. Be sure your times and clock are set correctly.

Are you accessing the CP throught the browser interface (recommended) or through tel interface?

I have the tree set for all 4 times of day. I left the times of day as default seeing as how the AA and tree are intended to play 24/7.

I'm using the web browser to get to the CP.

Sounds like you have all the bases covered.

Latest patches installed?

Might just need a reboot.

Haven't installed any patches to be honest, kind of a mission critical system but it's 45 minutes away and access hours are limited.

Can I reboot the system through the software? I'll see if I can go on-site and reboot and then test the CCR that night.

I'm rereading your initial post... BCM 3.5. You should definitely upgrade the operating system to at least 3.7 or even 4.0. You can do a warm restart through the browser.

Ok, found the section in the browser that will allow me to reboot the system so I might give that a try tonight. How long does it normally take to come back online?

Software upgrade? I'll try to sell the idea to my bosses and see what they say. Would I be able to get that directly from the Nortel website?

Should take about 10 minutes

Upgrades and patches are in an area of the web site restricted to channel partners. You might want to contact a local authorized dealer for pricing.

Thanks for getting back to me. I'll attempt to power cycle the system tonight and see what happens as far as the phone tree.

Found the section prior to your post and was kindly rejected for the reason you gave. I'll see about pricing through our local vendor.

Hi guys,
You don't need to do those extreem things. CCR is not working only because you did not Enable Touchtone Gate in AA Properties. Nortel recomends record Greeting 40 as Touchtone Greeting. The hall things is to say in the Company Greeting "If you are calling from the touchtone telephone dial 1, otherwise stay on the line. After customer dial 1 your CCR will starts. Without it you can not go to reach CCR.

Thanks vad60, made that change and the Greeting for the TT Gate did play, but the CCR still did not. If I press 1 (or any number) it brings up the AA menu asking you to to enter an extension or dial 0 for the operator. I noticed it does this whenever I press 1, regardless if the TT gate greeting started to play or not.

I have a menu node as the home node and 4 transfer nodes from there. Once the CCR tree begins playing I should just be able to press 1-4 and it transfer me correct?

Does anything have to be done on the BCM to allow touchtone dialing?

Make sure you have Home manue Prompt recorded. Even you are not saying anything has to be silence recorded for hafe a second. If there is no recording CCR tree won't start.

Thanks. The home menu node prompt has been recorded in both the primary and alternate language.

I tried making a tree w/ a home transfer node just to see what would happen. When you press "1" for TT Gate it still wouldn't work, which leads me to believe that it might be a system setting as opposed to a problem w/ the actual tree. Is there a way to disable users from keying in options?

No

Thanks. I actually think I got it working. Rebooted the system and tried it and the tree began to play properly and I was able to transfer properly. I actually was able to get it to work w/o using the touchtone gate(I had to turn it off so that I could directly dial an extension from the main greeting).

The only issue was that it didn't seem to "take" when you hit a choice after the info button returned you to the menu node. But I was able to resolve that by deleting and then recreating the info node. Tried it a few times in the past 15 minutes and it's working as requested. Now I just hope the customer is satisfied.

Just wanted to say thanks to everyone that chimed in!

Glad you got it working.

Me too

Looks like I might have spoken too soon. I did have it working the one night, EU's came in the next morning and disabled the VM as usual. Reactivated it Friday night and looking at the call logs it seems to have been used over the weekend w/o a hitch, but today when you call it goes back to playing the message but the tree not playing. Tried enabling the TT Gate and seeing if that made a difference, same. Rebooted the BCM and it's the same. Guess I'll poke through the event log tomorrow and see if something is escaping me.

Did somebody say CORRUPTION?

You need to patch this thing my friend. In BCM 3.5 patches consist of entire software modules. So, when you do a VMail patch, it replaces the software for that entire module.

Patching the BCM is the first (or next) thing to try, but it still might not fix it. If it doesn't, you're looking at a new harddrive (actually you could reimage the existing one. But, for the time and trouble, a replacement is sometimes a quicker solution).

I know...not what you wanted to hear. I hope the patch works for you.

Good Luck!

That bad huh? The system board was replaced in August, not sure if the hard drive was as well. Where would I go about getting the patches for the 3.5? And would that mean that all the VM and the settings would be lost?

A patch isn't bad at all. So, I really do hope it works for you. You'll need to get the patches from a dealer. Most patches for 3.5 require 2 reboots which happen automatically while the patch runs. The VM messages and configuration will be preserved.

If the patches don't work, then yes, it's that bad. If you need to replace the harddrive, the configuration and messages can be restored from a backup.

As for the corruption itself, do you happen to make configuration changes via the telephone set? Doing so is KNOWN to cause corruption and is NOT supported by Nortel.

Good Luck!

BCMguy,
Do you mean configuration changes to the voicemail through a telephone causes corruption? I've never been able to access voicemail admin through the set. I thought it wasn't possible.

Yes the BCM's can be programmed from a phone. But like BCMguy says - It can cause corruption. So if you don't know how, don't try to learn.
I heard rumors at one time that if you program from a phone it voids the warranty as Nortel has a way to see if that has been done. Never verified that rumor though.

As far as I know all the configurations were done via the web browser. An outside vendor was called in to replace the base system tray over the summer but I believe they did it via the browser as well.

I dont know why somebody would try to program BCM from the telephone. While you are making changes for one thing you forgot what you did for another and you have to scroll back or forward to find that out.
Browser is the way to set up BCM if you want to do this in the propper way. I did not hear anything about of voiding warranty if you are doing program from the phone, besides, why Nortel will allow you to do that if they will panish you for it?

Just a quick question that my dealer asked me when I inquired about a patch:

Is the patch really a software upgrade to 3.7 or 4.0 or is it more like a Microsoft patch that's designed to fix an issue?

Still awaiting a price on a software patch from my vendor. Gave it another 40 minutes last night, no luck.

A quick question w/ respect to a possible bad hard drive: the bcm is configured w/ Raid 1 I believe. Any chance swapping hard drives might have a positive impact?

Well the person in charge of the facility decided to call in an outside vendor to repair the issue. They claimed it was repaired (they reused a tree I had created and miraculously it started to work), only to have it stop working the next day. The vendor finally agreed w/ me that it may need a patch, so they searched for a patch for the past month. They went out Monday, installed the "patch" (looks like they just upgraded from 3.5 to 3.6).

System worked fine when they left at 5 that day, next day it was back to do the same thing were it wasn't recognizing keyed in digits properly (sometimes have to dial the same extension twice before it recognizes keys correctly). Needless to say noone can reach anyone since the AA picks up all incoming calls and is supposed to transfer the calls out from there. Are there any patches for the 3.6 that might be available to address this? It's kind of out of our hands at this point, but the faster it can be resolved the better for everyone involved.