Deregitering sets

[jaybird260]

We recently upgraded our PBXs to Succession 3 and use Genesys to provide Screen pops. Call routing is handled by ACD and CCR. Since the upgrade we have run into a situation whereby Deregistering a set in Genesys does not seem to be reflected in the PBX and we have to go into LD 48 and manually complete the deregister.

I'm just wondering if anyone else has had this happen to them and what was done to resovle the issue?

Thanks

 

[johnpoole]

not that exact case but i have had sets do a unacquire (partial) and that was traced to broadcast traffic on a link that was using vlan segmentation on a bps.. once that went away so did the problem

john poole
bellsouth business
columbia,sc

 

[janaya]

We used Genesys with 25.40B and used Genesys' complete package to do the routing. Are you just using the TServer for the Screen pop? Just wondering.

We always had the problem of unregistering the phones. Any time we had to make a change, we would have to deacquire, unregister, make the changes or reprogram the phone, then reset the TServer. It was a nightmare to start, but we just started doing all changes one night out of the week.

Don't know why this happened and we could never get a solution.

I know when I went to San Francisco for training, we didn't have an issue, because it was an AVAYA environment.

John

 

[ssrinc007]

We also just upgraded to Succession 3.0 and have found the same “quirk”. We were told that you would now have to go to load 48 and de-acquire the set, in order to change any integration. It is supposed to be the foolproof way to out/change a phone so that you don’t forget to de-acquire it.
F.Y.I. we also found in a ACD environment that you can not go to a ACD phone, un-plug the headset (if applicable) hit line 1 and you used to get a dial tone through the speaker (there by eliminating the headset in trouble-shooting a agent phone).
Hope it helps.

 

[jaybird260]

Janaya, we are just using Genesys for the screen pop.

ssrinc007, load 48 is foolproof but you would think that Genesys tested their product with Succession 3 and would have realized that their de-acquire command doesn't work the same with previous releases. In our environment we don't manage the Genesys applications so when we have to make a change to a set we have to call the internal group that supports Genesys, have them deregister the set, make the changes and then have the support group reregister the set. The group who makes the set changes in the PBX don't have access to load 48 so another call has to be made to someone who can deacquire the set.

I was just hoping that there was a way that the messages to deregister a set in Genesys get passed to the PBX properly. We have had a ticket opened with Genesys because they should be the ones to tell us how it works not our PBX vendor. The last time we had a problem that went to them related to the PBX they pushed back so I'm not hoping for much.

thanks for your replies.

 

[janaya]

no, its a problem with your pbx




that's what they'll tell you.

 

[jaybird260]

It turns out that this problem was related to Genesys. For some reason the code that Genesys sends to Symposium Link/PBX when a set is Registered is different from the one it sends when a set is De-Registered.
We have been told that a fix for this problem should be ready by the end of March 2005.
In the meantime, if we force the De-Register in LD 48, make the changes to the sets (i.e. AGT to SPV requiring an Out and In) and then restart Symposium, the sets come back as Registered (in both Genesys [because we didn't De-Register them] and in the PBX). The issue is we have to schedule a weekly restart of Symposium.

 

[TheWorkingMan]

You may also need to stop the TFA service on the SCCS when the application is down. Then restart TFA and then the application!

TWM

 

[rfwhite]

TWN- Agreed. I'm not familiar with the Genesys stuff but we use HDX here. Any time we need to restart without bothering Symposium we also need to do the TFA restart. The only additional thing is that we are required to make the steps in a specific sequence for everything to come back happy.I.E; TFA Bridge, TFA, RSM, NameServer DOWN- then UP in reverse order. FWIW.