IVR Help 1

[LookDef]

Hi all,

Now, I'm not sure if anyone is going to be able to help because at the moment no one here knows exactly what's going on with our IVR, and unfortunatly we don't have any maintenance contracts with Avaya so they can help.

This morning our IVR went down. I've rebooted it since then and the system has come back up, but now in out vectors where it uses a 'converse-on' to direct calls to the IVR, it simple skips all steps and continues as though the IVR doesn't even exist. When looking in cvis_menu I can see all the channels but they are consistantly 'on-hook'

I realise that the IVR is a complicated system and I doubt anyone could diagnose our entire system of a 3 paragraph forum post, but if anyone has any ideas or even an idea of where to start it would be much appreciated..

Many thanks in advance..

 

[mrjedi]

log into the IVR and type show system. if out of service, type remove call all and then restore card all. I assume you have the old traditional MAp5 or UCS1000 IVR

 

[LookDef]

Thanks a lot for the response..

The show command doesn't work, though I did the remove and restore card and have ended back with both cards online again.. They were maually out of service (MANOOS) obviously after a remove. They just appear on hook and don't seem to pick up calls when they're routed to it..

 

[mrjedi]

sorry the command was sysmon...i think. Also try display assignments...this will show you if you have any applications assigned on each channels. Are you sure you have not changed anything on the skills

 

[mrjedi]

also try stop_vs and then start_vs

 

[LookDef]

Thanks for the responses mrjedi, you're at least heading me in the right direction

Looking at it now I'm thinking that it may be eminating from the Definity and not the IVR..

When I dial directly to the IVR (directly on a station number) it picks up and executes a script, so that appears to be working, however when going through the vector the line is

converse-on skill 94 pri m passing vdn and 1

I've not touched the skill 94 (which I believe is Hunt-Group 94 no), but is there something that I can look at that would identify if there is a problem there?

Here's the first 2 pages of the hunt group if that helps, though is there somewhere members are supposed to be defined.

Thanks again for any help!

Page 1 of 3 SPE A
HUNT GROUP

Group Number: 94 ACD? y
Group Name: IVR SKILL LIVE Queue? n
Group Extension: 1094 Vector? y
Group Type: ucd-mia
TN: 1
COR: 52 MM Early Answer? n
Security Code:
ISDN Caller Display:



display hunt-group 94 Page 2 of 3 SPE A
HUNT GROUP

Skill? y Acceptable Service Level (sec): 30
AAS? n Expected Call Handling Time (sec): 180
Measured: external
Supervisor Extension: Timed ACW Interval (sec):
Service Level Supervisor? n

Controlling Adjunct: none

Multiple Call Handling: none
Redirect on No Answer (rings):
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n

 

[mrjedi]

i think AAS has to be set up as "y" I assume skill 94 has agents assigned to it. List trace the vector and see if the call is actually going into the IVR

 

[LookDef]

Thanks so much again,

I can change the AAS with agents assigned apparently. I had already tested this and there are agents assigned to it already.. I did the trace and ended up with

LIST TRACE

time vec st data

15:25:52 521 1 vdn e6171 bsr appl 0 strategy 1st-found override y
15:25:52 521 1
15:25:52 521 2 collect
15:25:57 521 3 goto
15:25:57 521 9 wait-time
15:25:58 521 10 converse-on
15:25:58 521 11 collect
15:26:08 521 12 goto
15:26:08 521 13 collect
15:26:18 521 14 announcement
15:26:18 521 15 announcement
15:26:18 521 16 announcement
15:26:24 521 17 collect
15:26:27 521 18 LEAVING VECTOR PROCESSING cid 425
15:26:27 521 18 TRACE COMPLETE cid 425



The vector 521 is as follows

CALL VECTOR

Number: 521 Name Main Francais
Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y

01
02 collect 1 digits after announcement 1811
03 goto step 9 if digits = 5
04 goto step 27 if digits = 6
05 wait-time 2 secs hearing silence
06 goto step 2 if unconditionally
07
08 goto step 14 if unconditionally
09 wait-time 1 secs hearing ringback
10 converse-on skill 94 pri m passing vdn and 1
11 collect 4 digits after announcement none
12 goto step 17 if digits = 0001
13 collect 1 digits after announcement none
14 announcement 1734
15 announcement 1826
16 announcement 1817
17 collect 1 digits after announcement 1819
18 route-to number 6175 with cov n if digit = 3
19 route-to number 6173 with cov n if digit = 4
20 route-to number 6233 with cov n if digit = 0
21 route-to number 6170 with cov n if digit = #
22 goto step 17 if digits = 8

 

[LookDef]

Sorry, that was can't change the AAS...

Looking at sysmon, when I call directly I can see it go off hook and even the digits that I dial, but via the vector zilch!! Non of the channels goes off hook!!

We have 40 odd stations setup for the 2 DS1 links to the IVR, ranging from 1251 to 1288.. How is the link made however between skill 94 and these stations? I've been searching for it everywhere and can't find a think..

Thanks again

 

[mrjedi]

you should have elite agents set up for skill 94.
try monitor bcms skill 94 and see if these agents are connected ?

 

[LookDef]

Hmm. another problem... bcms apparently doesn't measure skill or split.. Our system is only R8, could this have something to do with it ?

 

[mrjedi]

do list agents and see if there are any in skill 94. Alsi display system customer-option and seeif all your rtus for elite agents are used up

 

[LookDef]

hi again... and thanks again..

Yes, all the agents are in skill 94.. Though I think I may have found the problem..

All the "stations" setup for the DS1 link work when dialed directly, it's just when you call and agent or try and route it through the hunt-group that it doesn't work..

In doing a list agent 1143 count xx (enough to give me all the agents assigned to skill 94) I can see that none of the agents are linked to an extension (which I would assume would have to be the "stations" assigned to the DS1 ports).. is this correct? If so, how do you assign the port to the station.. I'm looking through the commands everywhere and can't seem to find a field where it can be assigned.. hmm.

Thanks kindly

 

[mrjedi]

Here are some config notes. Please confirm:

On the switch the channels are added as stations, as below. Always try to start the station numbers from "1" eg 12001-12030.
A quirk of the system is that channels 1-30 on the switch, link to channels 1-31 on the IVR as channel 16,32,64,80 are always manoos and are not used. So to aid fault finding, name channel 16 on the switch as 17, example below, or miss out st numbers 16,32,64,80 etc

St 12016
Type DS1FD
Port 1d0516
Name cvis chan 17.
If there are 90 channels in the box, the last channel would be named cvis chan 95.
Once all channels are assigned they then needed to be added on the IVR, ( good for fault finding, although not essential for operation)
F6 to exit sysmon.
On the switch side, set up hunt group as below. If the customer is using asai, do not set up the hunt group and agents as aas, set them up as a standard agent., which will need to be added into the IVR later.
HUNT GROUP

Group Number: 125 ACD? y
Group Name: Conversant Queue? y
Group Extension: XXXX Vector? y
Group Type: ead-mia or ucd-mia
TN: 1
COR: 1 MM Early Answer? n
Security Code:
ISDN Caller Display:

Queue Length: 100
Calls Warning Threshold: Port:
Time Warning Threshold: Port:

Page 2
Skills? y Acceptable Service level (sec ) : 30
AAS? y Expected Call Handling Time (sec ) : 180
Measured: both Vustats Objective :
Supervisor Extension:

Controlling Adjunct: none

Multiple Call Handling: none
Redirect on No Answer (rings):
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes: n

Make sure that AAS is set to yes, if the customer is using EAS. If using EAS, logical agents will need to be added to each of the stations.
NOTE, when AAS is set to yes, the agent form will bring up another field, called PORT, add the station to this field. Always try to start the agents also from "1". Eg 12101-12130. Also use the "17" label for agent 16, as this will correspond to the correct station.

 

[LookDef]

Hi mrjedi,

It works! It was exactly that. AAS wasn't setup. Thank's so much for the help. As for the numbering I agree that it's not entirely logical the way they are at the moment, but unfortunately that's the way the system was setup orginally. See, the system has been in place for years, and programmed in its current state for more than 12 months. Only problem is the company has recently downsize AND canned all its maintenance contracts with Avaya etc. Queue me who was originally a Network Admin and part-time Ericsson tech who came on board to 'maintain' the phone system.. I'm learning, but the system's so much overkill for the company in its current state and full of so much redundant programming that it's hard to make head or tails of sometimes.

The only thing I can't figure out is how the system was working before without this setup? And if it couldn't have worked then how AAS was turned off on the hunt-group and all accosiated agents.. very strange..

Regardless it works now after a couple of hours of reprogramming to get all the agents out of the hunt group, turn on AAS and then put all the agents back in with AAS and directed to the right station for the IVR connection.

Thanks again for all your help.

 

[mrjedi]

welcome