Trouble Logging on Agents/Nortel M1

[Todd]

I'm currently setting up our Genesys production environment. We're moving from Symposium Call Center to the Genesys platform and i'm struggling getting a test agent logged into the simple ActiveX Desktop. I have an ACD position and ACD queue setup on the switch and registered in Genesys. A place created with the position and an extension plus an agent with the agent_id of the position.

I have logging turned up full blast and really dont see anything that is helpful. I see a RequestAgentLogin, then the only error I see is This Device DN:Unknown,3732
Result:Fail
Cause:2007
with 3732 being the acd position. I can login to the phone, so i'm kinda at a loss for where to go from here. I'm thinking it's something that is stupid and has been overlooked, but I can't put my finger on it. Any ideas out there???

[Vic]

Really silly question is your phone using headset or is it normal phone? If it is not using headset, you need to take the receiver off the hook before you can use softphone to control it.

2007 is "Feature could not be invoked".

1. In TServer log, RequestRegisterAddress for this DN gets what response from PBX?
2. Is it registered in Symposium?
3. If you perform manual login, do you get EventAgentLogin in the log?
4. Agent ID exists in Symposium, and is assigned, right?

[Todd]

Thanks for the quick response Vic. No, I dont have a headset hooked up to the phone, so I'll take it off hook. As far as everything being registered in Symposium, we've had the position & acddn registered in Symposium and now they aren't. The agent never has been. I was a little confused on this. I've heard mixed thoughts on whether everything still needs to be registered in Symposium. Should they be?? Thanks.

[Todd]

Vic, that worked. Obviously not a stupid question, at least for you! I was able to log in as the pos ID. Now i'm going to have an agent created in Symposium and see if I can log the agent in!

THANKS!!!!!

[Ralph]

Which release of the M1 Firmware and Symposium Link do you use? We developed a full featured softphone for a M1 / G6.5 scenario and experienced a lot of issues which could be tracked down specifically to the M1 and its' event model.

(We are not a software vendor, so this is not ment to be advertisement. We developed it for our own use and are always happy to get in touch with others running a similar environment.)

Ralf

[Todd]

We have an M1 release 25.2 and Symposium 4.0. We are also developing a custom desktop/softphone and are running into some issues/limitations of the switch. What makes it even more challenging (and frustrating at times) is we are doing this with professional support so we are learning as we go!!

[Vic]

I am glad I was able to help.
I had this problem billions of times, and each time I would forget either to have the dn registered or have the receiver be taken offhook.

Why are you developing your own softphone? There are billions of versions of it already available, with each one pretty much giving you everything you need. I am not pushing it any product, but I am sure that all you have to do is ask, and you will have hundreds of emails about this softphone or that softphone, including source code
It should be cheaper than developing it with Genesys P!

[Todd]

Actually, we doing the softphone development ourselves. It's an entire desktop and for the first go around, we're just using a slightly modified version of the ActiveX softphone provided with framework. The only area we are using Genesys PS is in our IVR integration, and if it wasn't for time constraints we probably wouldn't be doing that. They are pretty expensive!!