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Give IVR prompt dropping calls

Give IVR prompt dropping calls

Give IVR prompt dropping calls

We have a Cs1k and Contact Center rls 7 that has been in production for the past few years. Yesterday we started dropping calls at the "give IVR" line in the script. All IVR and ACCESS entities appear to be acquired on both Call Pilot and Contact Center. Call Pilot is indicating "able to receive calls" with no exceptions. The only area that indicates a problem is on the Contact Center Manager Server in the MAS window, I see the attempt to connect to Call Pilots IP along with port 10008, but never see a connect acknowledgment.

Any thoughts?
Thanks in advance.

RE: Give IVR prompt dropping calls

A few thoughts:

1: Make sure that you actually have a recording

2: Start blocking out your access channels so that you test them all..... its possible that you have a bad port.

RE: Give IVR prompt dropping calls

Recordings have been verified and IVR ports have been put into service one at a time. Still believe the problem exists due to not seeing the connection established in the MAS trace on CCMS. We have reviewed the config settings on both CP and CCMS and all looks to be in order. All aspects of the CP to CCMS integration look good including Access acdn, IVR acdn. and Access\IVR ports...all are acquired. CP manager indicates "call pilot running and able to accept calls" with green check mark. CP channel monitor all looks good. The ONLY thing that I see NOT happening is the "connection establish" in the CCMS MAS trace window. We have shut down both CP and CCMS and rebooted allowing CCMS to come up first on ELAN 16, the CP on ELAN 17. We have also attempted some old tricks of restarting the "link handler port 2 and vsm service.....sadly, NO JOY. :(


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