Outbound - Unsupported Operation Error

[jason]

Hello Guys,

Iam using outbound 7.6 with Nortel.For testing purposes i have configured a test campaign from where Iam trying make outbound calls to the local extensions.But when start the campaign the local extensions are getting returing with the Dial error and the OCS logs shows it as an Event Error - Unsupported Operation immediately after TMakePredictive call request...not sure why .Is there any limitation in the Nortel switch that you cannot make TMakePreditive calls from a route point to an extension ?

[jason]

Hello Guys

Hasn't anyone used Genesys Outbound with Nortel Iam just trying to do some test calls by dialling local extension from the campaign ...I know this works pretty well with Avaya\Alcatel ..Not sure if I need to do anything different in Nortel

[bcyk]

Yes, of course.
There are sites using Genesys OCS + Nortel M1 switch
(The oldest Genesys OCS version I did was Genesys 5.1 Outbound siute + Nortel M1 switch; last implemened was Genesy 7.2 OCS)

Since Nortel switch does not have built-in Call Progress Detection (CPD) device, Genesys CPD server is required.

In your testing environment,
  - what are Genesys component versions?
  - Is Genesys URS used for ACD function?
    - there are 'some' limitation in Nortel ACD function
    - e.g., overflow connected call to some destination to termination call
  - Is Genesys CPD server configured and running?
  - what Genesys CPD server is being used? line-side or ASM?
  - For CDP server, what is Dialogic card type? digital (T1/E1) or analogue?

[jason]

Thanks for the reply ...

We are using the 7.6 release of the all the genesys apps ...

We do have cpd but we are still to get the dialogic sw to get that configured hence for the time being I thought of using only the switch for making some test internal calls.

We are using Nortel CS 1000 and there isnt any limitations that has been highlighted by the switch vendor ...and yes we would be using URS for acd routing

In avaya we used to just configure 2-3 extensions in the contact info in the calling list records and we were able to make internal test outbound calls.But the same schenario doesnt seem to working with Nortel when we are trying to dial the extension it is giving a dial error even though I am able to dial the extension from an agent softphone.

[René]

Jason,

Could you post here TServer log (debug) to see what happing with the call?

R.

[bcyk]

[quote]We do have cpd but we are still to get the dialogic sw to get that configured hence for the time being I thought of using only the switch for making some test internal calls.[/quote]


Since Nortel M1 switch does not have dialer port with CPD capacity, Dialogic card should be installed to run Genesys CPD server.

Unlike in Avaya switch, on-board classified board can be optionally installed; thus, no Genesys CPD server is required in such configuration.

In your test case, it is wondered what "dialer ports" are being confiugred to initiate outgoing (external or internal) call. You possibly need to configure Dialogic H/W, S/W, switch extensions, Genesys CPD server and relevant Genesys CME objects to initiate outgoing call.

[jason]

Hi ...Here is a snippet of the log event I can see in the OCS logs file

[jason]

But if you remove call clasification out of picture ...can't I make internal outbound calls in the Nortel switch i.e from the CDN to an internal extension and then to an agent dn

thanks...

[bcyk]

[quote]can't I make internal outbound calls in the Nortel switch  i.e from the CDN to an internal extension and then to an agent dn [/quote]

[color=red][b]You cannot initiate call at Nortel CDN[/b][/color] (or at least I don't know how to!)

You must have "Genesys CPD server" log file as well....

test call shown in log file

GSW_PHONE '5002'
  [b]- the destination number[/b]

AttributeCommunicationDN '6000'
  [b]- OCS communication DN[/b]


received from 65200(TS_01)GENLCWL003:3000(fd=348) message EventError
(Unsupported operation)
AttributeReferenceID 10
[b]AttributeThisDN '11800'[/b] AttributeErrorCode 51
AttributeTimeinSecs 1240401623 (13:00:23)
AttributeTimeinuSecs 1000
AttributeEventSequenceNumber 00000000000078c1

What is the DN 11800?
Does you have Geneyss CPD server with Dialogic card running?

In Avaya + classified board configuration, Genesys CPD server/Dialogic card is no required.
Genesys T-server for Avaya CM will call "TMakePredictive" call on a configured VDN at which outbound call will be initiated. (it is the syntax of Avaya switch CTI-link message, not Genesys!).

There is no equivalent in the Nortel switch to my current knowlegde.
In other word, specifying "CDN" in the "TMakePredictive" in Nortel M1/Symposium Link does NOT work.

In your envirnment, outbound call must be INITATED at some physical dialer port.
CDN is not a physical device; dialer ports are extension object in switch and Gensys CME.

[jason]

Thanks for the clarification ...

11800 was the CDN that was configured for the campaign ...I was trying to check the campaigns before we had the dialogic boards delivered

We have now recieved the dialogic cards ...I will configure the CPDs now and try this again