sundance-communications.com/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems NVM 3.0.10A crashing

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!

If I am following the situation correctly, I would say that all of your Voice Mail ports are in use. If all of your calls are answered initially by the Auto Attendant (Voice Mail), you have to keep in mind that there are only 8 ports (max) available to answer the calls. Voice Mail uses the same ports as the Auto Attendant. So, every user that is listening to their messages is using one of the 8 ports. If someone is leaving a message in a mailbox, they are using a port as well.

If this is the issue, some suggestions would be:

License the mail application for more ports (ACD and mail can share ports).
Keep your AA greetings as short as you can.
Make users aware of the problem, so they don't linger in mail at busy times.
Send ACD calls directly to the ACD (if possible), rather than front-ending them with the AA.

Good Luck!


------------------
BCM Guy
www.BCMguy.com
Learn more about the Nortel Networks Business Communications Manager HERE !