Genesys OCS & Avaya

[Toni]

Hi all!!

Some time ago we deployed our OCS solution in our production environment, but in progressive and predictive modes never worked.

We talked to Genesys jus to see what was happening, but we're still without a solution.

Te problem is that when OCS starts the predictive call, the swich returns us a SIT Invalid Number and the call ends. That's only happening in our producion environment and when we want to call outside the switch. If I call to one of my internal extensions it works ok.

Genesys people told us that could be a misconfiguration on the VDN, but switch people told us that a VDN can't never make an outboud call.

In our configuration in CME for campaigns, the origination DN is the VDN where we want the call enters once it will be answered, but before that, the call is never made due to this error.

Just to get my ideas in order, in the Outbound system, what thing on the switch is making the call outside? I mean, is an extension the one that is making the outside call, is the VDN? (switch people were very sure that the VDN cant call outside)...so what could be happening?

It seem some permissions problem, because if I put on the calling list my extension, it works, but if I call outside the switch it doesn't.

I'm using Genesys 7.2 plattform, and my switch is an Avaya with call classifiers card.

Can be a call classifiers card problem?

Thanks in advance!!

[René]

Hi Toni,

Ask your switch people to check COR of VDN you're using for dialling outbound calls. It seems that VDN doesn't have sufficient permission to make an outbound call.

BTW Your switch people aren't right because the call is originated from VDN. This is the only way Avaya can do call classification (detection of AM etc.) that is needed for predictive calls.

René

[Toni]

Hi René,

The first thing I told them is to check the VDN COR, they told me that the VDN has the maximum COR, 95, the same as trunks, announcements....I told them that issue a pair of times, and always told me the same, that it has the maximum COR and that it was impossible to make outbound calls from a VDN.

It was very strange for me because I was searching around an Avaya forum, and they told me the same, that it was a COR issue because the VDN couldn't call outside.

The switch onsite boss also looked me quite stranged when I told them that it was a problem from the VDN that couldn't make outbound calls....so I don't know what to do or what to show them in order they realise.

I haven't worked deeply with an Avaya, but if they told me that the VDN has the maximum COR...

You don't think it could be a call classifier card problem?

Thanks!

[Fra]

Toni,

with Avaya the call is made  by a VDN, so beat Avaya guys up 
If the call can't be made, it means you have something like a "denial event" on Avaya: this can be easily seen setting on a "list trace vdn xxx".
But the point here is that you said:

[quote author=Toni link=topic=2506.msg9550#msg9550 date=1191863794]
when OCS starts the predictive call, the swich returns us a SIT Invalid Number and the call ends.
[/quote]

if it's so, that means not onely has the call been dialed, but:
*the network has returned you a special code detected by call classifier cards
OR
*for some strange reason, the COR of the [b]ASAI link[/b] is restricted..so get them check this one.

Hope it helps!

Fra

[Toni]

Thanks guys!,

I'll tell them that info and lets see if they can see something!

Regards

[Toni]

Hi!

I have some news.

Swhitch people is changing config and the problem is not solved, but the error is different.

We're getting DIAL ERROR, C_CALL_REJECTED C_NO_CLASSIFIERS, instead of the SIT Invalid Number.

That has to be with the call classifier, but I don't know how...

Any way Fra, when they do a "list trace vdn xxx" they get nothing on the screen, althought the call is initiated and ended with the error descrived above.

I wanto to remark that if I call to one internal extension, instead of a external number, it works ok, althought when they do a "list trace vdn xxx", they only see a call entering the VDN.

Any ideas  what could be happening?

Thanks a lot!!!

[Seb Reeve]

Are you using digital (ISDN) or analogue trunks to make the call?

If digital - can you get Avaya guys to check the "Call Classification after answer supervision" setting on Avaya. This should be ON.

Also switch Answering Machine Detection off for now in the Genesys OCS configuration options.

Now what happens?

[cavagnaro]

ok don't know about Avaya but this what i'd do on my PBXs (Alcatel OXE)

1. Do a substitution of the dialers and try to make a call as if i was that number, check if i really can go out.
2. If i can go out, check PSTN events and see why is it returning that message, what i'm sending and what is it returning, do you have configured the Public access code (0 or 9 or anything you use) on the list or in the OCS as public_network_access_code?
3. Check TServer logs and OCS logs to see what Genesys sends and compare to what PBX sends, maybe the PBX is adding or removing digits.

If the PBX can't dial by some reason the error you should receive is DialError not SIT error.

Hope this helps somehow

[Toni]

Finally solved!!

Talking directly with switch support people it seem that there was a problem with ARS tables or something like this. He didn't explained me anything more, so I'm guessing what could be...

He told me that the PBX was receiving the number to dial followed by #+, i mean, imagine the customer number is 913456546#+, and he didn`t know why.

He modified something in the ARS tables I think, and it was solved.

Do you know what could be?

Thanks!!

[cavagnaro]

Well yeah, is what i told lol
ARS = Automatica Route Selection, is an intelligent (intelligent as the one that programmed it...) option that decides the best outgoing way for a call, for example if you have two carries, one may be cheaper for international calls, so you teach the PBX that if anyone does an international call the PBX will "decide" to call using the PRI of that company instead of the another company. On this ARS you can add additional prefixes, (never heard of adding suffixes) and what must be happening is that you put on your Calling List 055511111 and the PBX dialed #+055511111 and the Public Network returned an error on the dialed Number ("tururu the number you have dialed is not accesible" or similar) and therefore a SIT result returned to you.
Now validate that you can use ARS with Avaya...