NACD and CallPilot 1

[coolicepbx]

I have a setup where a customer has NACD which targets multiple NACD queues with different timers. The final target is MAIL which is 7000. Since we have cutover the CallPilot, the transfer to mail does not seem to happen. There was an application working previously which has been duplicated in CallPilot. Any ideas? They used to have Merician Mail.

thanks

 

[coolicepbx]

Even if I create a new NACD table with just 1 target it still wont let me transfer to a non NACD DN. The customer says it worked with Meridian Mail?!?!?!?!

 

[HASAGO]

What is the outcome? Does the number simply ring out? Do you get a Call Pilot failure message? Please note that you may need to point the NACD target parameter to a dummy ACD Q which then is NCFW to Call Pilot? I would imagine that this was the case with Meridian Mail also - might pay to confirm how it was configured when Meridian Mail was operational. Hope this helps?

 

[sandyml]

The architecture of CallPilot is different from Meridian Mail, unfortunately. Calls to Meridian Mail arrive on its queue (to which MMail "agents" are logged in). I imagine your NACD table referenced the actual Meridian Mail Q.

Calls to CallPilot arrive via a CDN (when a dummy ACD Q or phantom is used, it is DCFW'd to that CDN). It is not designed to recognize and answer calls that arrive through the ACD Q that the CallPilot ports are in. Those converting from MMail to CallPilot sometimes do not understand this sufficiently, which can lead to some interesting problem calls. One can call the CallPilot ACD Q directly, and hear CallPilot answer. But, any calls that are forwarded to CallPilot (FNA, HUNT, or through the scenario you have described), will not get answered.

Of course, since a dummy Q does not have any agents, this will not work for your NACD table. :-(

 

[janeenaj]

Give this a try:

-Forward to the CP ACD Q directly instead of the CDN.
-In CP, add the CP ACD Q to the VSDN table and associate it to Voice Messaging.

 

[coolicepbx]

janeenaj, is this something that nortel supports? If so then I will try it. Though I know it will work I need to be confident that they will accept it!

 

[janeenaj]

Yes, it's something nortel support...they even wrote a bulletin about it a while back...I'll see if I can dig the bulletin up.

 

[lretrievers]

I brought this question to Nortel about a year ago, and they did not support this as a solution. The NTPs for Call Pilot flatly say to never send calls straight to the ACD queue. We had a customer that implemented this solution and their Call Pilot was crashing several times a week.

If they are supporting it, it must be with release 2.2 or higher only.

 

[yyrkroon]

Maybe this is what Janeenaj was referring to...its quite old and was supported as long as you follow the "rules" outline by Nortel. Below is an excerpt of the bulletin (p99115). Or if Jane... has a newer bulletin, she? can post that...

Overflow calls from Basic M1 ACD Queues
Example: For CallPilot to handle ACD overflow calls, the OVDN of the ACD queue is defined to be
the CallPilot ACD DN. (M1 software does not allow a phantom DN to be used as the overflow DN
(OVDN) for an ACD queue.) If the intent is for the caller to leave a message, a mailbox
corresponding to the source ACD DN is defined in the CallPilot SDN table. If the intent is to connect
the caller to a service, the source ACD DN is entered into the service DN table with the desired
service.

 

[coolicepbx]

I can't find that bulleting can someone point me there?

 

[Reusser]

Solution ID: NORT218226 Product Family: Enterprise Voice Create Date: 08/17/2005

Title:
SCH5305: Cannot define a CDN as OVDN.

Facts:
M1

Succession 3.0

ACD queue has a mailbox built for it



Symptoms:
SCH5305: Cannot define a CDN as OVDN.

Cannot overflow to CallPilot CDN from ACD queue.

Trying to overflow calls if all agents are busy to voicemail.



Cause:
OVDN cannot be anything other then ACD and also it cannot be an ACD in nights.



Fix:

Workaround:
1. Put OVDN as the ACD queue for CallPilot agents.
2. Create an entry in the Callpilot SDN table for the ACD queue of CallPilot agents as 'Voice Messaging Number'
3. Also put the main ACD queue number from which they want to overflow as the mailbox number.
Refer to Product Bulletin 99115.