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1 of 2 HMP ACD ports not answering
#205173 09/20/11 08:24 PM
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MicroMAS-h and cix100. Both recently moved to a new suite. Updated both to the newest versions, but left all ACD programs at the same version (they opted not to pay for the annual software license). Also loaded 100+ windows updates.

Vmail is 6 ports plus 2 VA's. the first VA will stop answering calls, but the 2nd one will continue to work. Symptoms is that a call gets xfer'd into the ACD and then you just hear ringing until an agent picks up, the VA port will not pick it up.
Rebooting seems to clear it, but only for a while. I thought turning off the windows firewall fixed it, but that was short lived as well.

Toshiba Telephones and Equipment
Re: 1 of 2 HMP ACD ports not answering
#205174 09/20/11 11:44 PM
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Sometimes it seems that the VA ports and VM just don't get along. I had a new install, that after it looked like everything was working, I had VA ports lockup and sometimes VM ports as well.

I'm not sure if I can give you a fix, but I remember a couple things that were important. Make sure VA ports start after the VM ports, like at least port 7 and 8. Tech support added a startuo delay. I believe it delayed the netserver and the VA ports for a few seconds. Even tho rebooting seemed to help in this case as well as your, I did not have another call after they looked at the system and installed the startup delay.

Re: 1 of 2 HMP ACD ports not answering
#205175 09/21/11 09:21 AM
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Did you get a chance to check the VA logs?

Re: 1 of 2 HMP ACD ports not answering
#205176 09/21/11 09:33 AM
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I really dont know what I'm looking for in there. Any suggestions? I remember seeing something about a Time out, but I dont have anything detailed right now.

Re: 1 of 2 HMP ACD ports not answering
#205177 09/21/11 10:10 AM
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Here is what I saw on the last failure. This time it didnt clear from the reboot.

[00734 12:07:33.5]RunScript: SET,TRACE,A SET,%{Pilot Extension},2150:2150 IFLENTHEN,2150:2150,EQ,7 SET,%{Pilot Extension},%-3{Pilot Extension} ENDIF IFLENTHEN,2150:2150,EQ,9 SET,%{Pilot Extension},%-4{Pilot Extension} ENDIF IFLENTHEN,2150:2150,EQ,11 SET,%{Pilot Extension},%-5{Pilot Extension} ENDIF SET,%{Destination Ext}, IFLENTHEN,2150:2150,EQ,13 SET,%{Pilot Extension},%-6{Pilot Extension} ENDIF SET,HANGUPDELAY,15 SET,OAILINEDROPWINDOWTIMEOUT,0 SET,OAILINEDROP,Y SET,TERMDROP,Y ANSWER,10 IFNOTEXISTTHEN,%{Pilot Extension}91 PLAY,9991 IF,RESULT,EQ,F,GOTO,CallerHangup ELSE PLAY,%{Pilot Extension}91 IF,RESULT,EQ,F,GOTO,CallerHangup ENDIF IFVALTHEN,%{Destination Ext},EQ SET,%{Voice Mail Ext},#407 SET,%{Voice Mail Box},%{Pilot Extension} SERVREQ,LVL2OAI,RAWCMD,|_CS,,&E,%I,%{Voice Mail Ext}%{Voice Mail Box}#|,|%V1,%V1,%V1,%V1,%{ConsultationCallResult},%{ConsultationCallExtension},%{ConsultationCallID}| DEBUG,| DEBUG,| DEBUG,| DEBUG,Consultation Call Result: %{ConsultationCallResult} DEBUG,Consultation Call Extension: %{ConsultationCallExtension} DEBUG,Consultation Call ID: %{ConsultationCallID} DEBUG,| DEBUG,| DEBUG,| ELSE SERVREQ,LVL2OAI,RAWCMD,|_TO,,&E,%I,%{Destination Ext},2,2,1|,|| ENDIF DONE LABEL,CallerHangup HANGUP
[00735 12:07:33.5]Script_Start Start
[00736 12:07:33.5]STATUS:BUSY
[00737 12:07:33.5]Status BUSY From 19
[00738 12:07:33.5]Script_Start End
[00739 12:07:33.5]TRACE:SET,TRACE,A >> RESULT=S
[00740 12:07:33.5]TRACE:SET,%{Pilot Extension},2150:2150 >> RESULT=S
[00741 12:07:33.5]TRACE:IFLENTHEN,2150:2150,EQ,7 >> RESULT=(false)
[00742 12:07:33.5]TRACE:ENDIF >> RESULT=S
[00743 12:07:33.5]TRACE:IFLENTHEN,2150:2150,EQ,9 >> RESULT=S
[00744 12:07:33.5]TRACE:SET,%{Pilot Extension},2150 >> RESULT=S
[00745 12:07:33.5]TRACE:ENDIF >> RESULT=S
[00746 12:07:33.5]TRACE:IFLENTHEN,2150:2150,EQ,11 >> RESULT=(false)
[00747 12:07:33.5]TRACE:ENDIF >> RESULT=S
[00748 12:07:33.5]TRACE:SET,%{Destination Ext}, >> RESULT=S
[00749 12:07:33.5]TRACE:IFLENTHEN,2150:2150,EQ,13 >> RESULT=(false)
[00750 12:07:33.5]TRACE:ENDIF >> RESULT=S
[00751 12:07:33.5]TRACE:SET,HANGUPDELAY,15 >> RESULT=S
[00752 12:07:33.5]TRACE:SET,OAILINEDROPWINDOWTIMEOUT,0 >> RESULT=S
[00753 12:07:33.5]TRACE:SET,OAILINEDROP,Y >> RESULT=S
[00754 12:07:33.5]TRACE:SET,TERMDROP,Y >> RESULT=S
[00755 12:07:33.5]STATUS:WAIT_RING
[00756 12:07:43.5]RUN-FAIL:T
[00757 12:07:43.5]Picking up line and dropping to clear old call
[00758 12:07:43.5]V_Pickup Start
[00759 12:07:43.5]Method VV_PickUp Begin
[00760 12:07:43.5]OCX: Req: OAI,RAWCMD,_MC,,2564
[00761 12:07:43.5]OAICommand: **CALL_UPDATE:@10O,,,
[00762 12:07:43.5]OCX: Port2564OAI: 001,SI,,001,@10O,2564:2564,I,
[00763 12:07:43.5]OCX: New call @10O
[00764 12:07:43.5]OCX: New Active call @10O
[00765 12:07:43.5]OCX: Call @10O state change Idle -> Connected
[00766 12:07:43.5]Method VV_PickUp End
[00767 12:07:43.5]V_Pickup End
[00768 12:07:43.5]OCX: Port2564OAI: 014,CF,_MC,,0,@10O,2564
[00769 12:07:43.7]OCX: Port2564OAI: 001,XC,,001,@10O,2564:2564,2564:2564,N,36
[00770 12:07:43.7]OCX: Call @10O destroyed
[00771 12:07:43.7]OCX Detected Line Dropped
[00772 12:07:43.7]V_Stop Start
[00773 12:07:43.7]Method VV_Stop Begin
[00774 12:07:43.7]Method VV_Stop End
[00775 12:07:43.7]V_Stop End
[00776 12:07:43.7]V_HangUp Start
[00777 12:07:43.7]Method VV_HangUp Begin
[00778 12:07:43.7]Method VV_HangUp End
[00779 12:07:43.7]V_HangUp End
[00780 12:07:43.7]STATUS:LINEDROPPED
[00781 12:07:43.7]OAICommand: **CALL_CLRD:
[00782 12:07:43.7]OnCommandTimer: **CALL_CLRD:
[00783 12:07:43.7]Simulate Line Drop
[00784 12:07:43.7]OnCommandTimer Done: **CALL_CLRD
[00785 12:07:44.5]V_HangUp Start
[00786 12:07:44.5]Method VV_HangUp Begin
[00787 12:07:44.5]Method VV_HangUp End
[00788 12:07:44.5]V_HangUp End
[00789 12:07:44.5]STATUS:IDLE
[00790 12:07:44.5]Status IDLE From 1
[00791 12:07:44.5]TRACE:ANSWER,10 >> RESULT=F
[00792 12:07:44.5]TRACE: CMD Failure = Timed out waiting for confirmation

Re: 1 of 2 HMP ACD ports not answering
#205178 09/21/11 11:53 AM
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Can you call the VA admin port and does it pick up and ask you for the password? You can make either port the admin port and call each directly by dialing the DN assigned to the VA port. Reset the xIPU and see if that clears the problem.

Re: 1 of 2 HMP ACD ports not answering
#205179 09/21/11 12:12 PM
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After setting it as an admin port and calling it, you get re-order and the display of the phone says VACANT. Resetting the MIPU does clear it up for a while.

I had someone mention updating the MIPU firmware, so I think I will try that this evening.


Moderated by  Carlos#1, phonemeister 

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