No Call Data Message Received By Tapi Server When A Call Is Transferred From Ivr Port To Acd Queue; Call Data Appears In Overflow.log File, But Does Not Appear In Screen Pop To Agent - Nortel TAPI User Manual

148 Chapter 6 Networked TAPI/IVR
No call data message received by TAPI server when a call is
transferred from IVR port to ACD queue
If an improper or forced shutdown of Microsoft TAPI or Symposium TAPI SP
occurs, it is possible that call data messages won't be received by the TAPI server
when a call is transferred from an IVR port to an ACD queue. To resolve the
situation perform the following tasks:
1
Shut down Symposium TAPI SP and verify that it is shut down in the logger
application.
2
Stop the IVR system.
3
Verify that the IVR system is configured to monitor each DN that is used by
IVR ports. If any of these values require modification, reconfigure the IVR
system.
4
Clear the overflow.log file using the logger application and start Symposium
TAPI SP. Verify in the logger application that services have successfully
started.
5 Start the IVR system.
6
Wait for the IVR registration message to appear in the logger window. Test
functionality by calling IVR port DN. Follow the voice prompts to enter call
data.
7
When the IVR system transfers a call from the IVR port to an ACD queue, a
call appears on an agent line logged in to that queue. Verify this procedure in
the TAPI browser application by calling lineGetCallInfo to check call data. If
no call data is verified, save the logs and contact Nortel Networks product
support.
Call data appears in overflow.log file, but does not appear
in screen pop to agent
If call data appears in the overflow.log file or in the logger application, but this
data does not appear with a screen pop-up to an agent, perform the following
tasks:
1 Verify that Symposium TAPI SP is monitoring all IVR ports.
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