Nortel CallPilot NN44200-700 Troubleshooting Manual page 137

Symptom 6: Contact Center voice services do not work
The Event Browser displays a Meridian Link* TSP or ACCESS link event.
Mailbox owners notice that calls are not answered.
Diagnostic steps
Verify that the voice port configuration is consistent across all subsystems.
1 Verify the CallPilot server
configuration.
2 Verify the Contact Center
configuration.
3
Verify the switch configuration.
Copyright © 2007, Nortel Networks
.
Resolution
On the CallPilot server, ensure that:
• The Contact Center IP address is properly
configured.
• The ACD queue for ACCESS channels
is configured as Contact Center Voice
Services SDN.
• The ACD queue for IVR* channels is
configured as Contact Center Voice
Services support announcement or voice
menu SDN.
• The Class ID configured in the Configuration
Wizard is equal to the ACCESS port channel
configured on the Contact Center.
On the Contact Center, ensure that:
• The CallPilot ELAN IP address is properly
configured.
• The value of the ACCESS voice port
channel is equal to the Class ID on the
CallPilot server.
• The port number is configured as 10008.
On the switch, ensure that:
• The ACD queue for ACCESS channels
is configured as follows: IVR=YES and
ALOG=YES.
• The ACD queue for IVR channels is
configured as follows: IVR=YES and
ALOG=YES.
Nortel CallPilot
Troubleshooting Reference Guide
NN44200-700 01.05 Standard
5.0 26 June 2007
137