Handling Hanged Channels over CAS

[vsunh]

We have integrated Dialogic Board D/600 JCT with TN2464 DS1 board with Dialogic Channels configured as DS1FD Stations and CAS protocol. We are using Envox. We have designed a vector in ACD which queues the call to the Dialogic IVR Agents (AAS).

We are facing following issues :-

1. if the dialogic channel hangs for some reason ( e.g if we stop the channel), its status is not reflected in the Avaya ACD, it still shows it as logged in & keeps queueing the call. The callers in this case listen only ringing. how to let ACD know if the IVR channel hangs?

2. We also have Avaya Conversant IVR (VRUFD) connected over CAS with Avaya ACD, here also we have the same issue, if IVR channel hangs or we make it MANOOS, Avaya ACD still considers it as logged in & keeps queueing the calls & caller hears ringing only.

Points 1 & 2 are similar. Any suggestions to handle it?

3. The Dialogic Channels connected by CAS keep hanging after 2-3 days, we always need to start the Envox Engine or stop/start the IVR channels. Any Suggestions Please??

 

[wildcard100001]

Do you have old 464's? Try a different one... though it sounds like the issue is in the dialogic config... Verify all settings on both sides of connection.

You could use ASA to schedule a busy and release after hours daily... though this does not fix the issue.

Thanks,

Wildcard

 

[vsunh]

Thanks for the information..

We got it sorted out, we programmed RONA ( redirect on No answer) on the ACD hunt group, where after 4 rings ACD re-routes the call to another destination & logs out the IVR channel..

Thanks again

 

[GuzaPasha]

Hi Vsunh,

I started new thread regarding the Dialogic 300JCT integration thread690-1340605. As I read, you have the integration between the DS1 and Dialogic D/300JCT over E1 CAS and stations configured as DS1FD, could you please point me how the dialogic card should be configured.

Dialogic side is using the r2_300.prm and our stations are in inservice/off-hook state.

what prm file should we use? Please have a look to my thread and send answers if possible

thx,
Guzapasha