Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Sean H on January 01, 1970, 12:00:00 AM
-
Hi all,
We have a Dialogic D120JCTLS with 8 VTO ports that are live and working fine. A while ago, 4 extra ports were added but have never been successfully configured so i have decided the time has come to get them up and running (GULP !)
So.....
I have rung all the numbers and checked the log files to check the channels etc and here is a summary (channels 8,9,10 & 11 are the new ones !) along with the details of their setup in Config Manager....
Number Channel Config Mgr Properties for VTS
53261 2 284 / 53261 value 2
53262 3 283 / 53262 value 3
53263 0 285 / 53263 value 0
53264 1 286 / 53264 value 1
53306 4 287 / 53306 value 4
53311 5 288 / 53311 value 5
53317 7 289 / 53317 value 7
53319 6 291 / 53319 value 6
New Ports...
53323 9 379 / 53323 value 9
53332 8 378 / 53332 value 8 Loud buzz on line
53357 10 377 / 53357 value 10
53358 11 375 / 53358 value 11 Loud buzz on line
I have plugged a handset into each of the 4 ports and dialled the numbers and can say that all appears fine between the switch and the port itself.
But, when i ring them in the hope that VTS plays the "Please enter your person id followed by the pound key..." like it does for all the working ports, 2 of them just ring out, and 2 play play the message but do not allow me to enter my login id and there is a horrible buzz on the line.
So in summary, i think there needs to be some config performed on the dialogic board/server side for these ports.
I can see on the server such utilities as PBXpert,Universal Dialogic Diagnostics Utility,Configuration ManagerDCM,TAPI and a few more.
Can anyone give me some pointers as to what to run, baring in mind this is our production VT server and so cannot easily stop/start/reset the board.
Many thanks,
Sean H
-
I would check the housing of the daughter board first and then your RJ45 cabling on the new ports it sounds like your port issues are "in line" and therefore your wiring is transposed on those 2 ports.
You are more than likely using 2 x RJ45's to connect to the 4 new ports(?). Since these ports are not live pull out the plugs and check that your wiring reflect the following;
1 2 2 1
where 1 is the cabling for the first port and 2 is the cabling for the second port. Most times you can get it wrong and find it is configured as follows;
1 1 2 2
This is the wrong cable configuration and lines would be transposed, causing a buzzing on (at least 2) lines. That seems to be the problem you are having.
I'd be interested to hear if you are successful based on this information...
Hope This Helps?
Tony
-
....Also, just thought of;
Your new ports will need to be added/configured in CME, under the Channels section in your Options of the (URS)
HTH?
Tony
-
Hi Tony,
Thanks for your reply.
Starting with your 2nd reply first of all, i think you meant Options under VTS correct ?
Anyway, yes the channels are all set in CME ok and the number tally.
I will check your first response any drop you a reply back later.
Sean
-
Thanks for your reply Tony
As far as i know, the wiring is all setup as per the 8 working ports (visibility in the cabinet is very poor ypical !) but i suppose my next step is to disable 2 currently working ports, and nick its cables as i know it works, and drop it onto 2 of the new/non working ports.
This should confirm if its the configuration of the port on Dialogic. Personally, i reckon this is where the issue lies.
I will update you when i have managed to perform the test.
Sean
-
Hi Tony,
I have yanked one of the cables out and can confirm.....
2 x male telephone cables spliced together into a male RJ11 in the following way :
orange 6
red 5 a1 & a2
blue 4
green 3
white 2 b1 & b2
black 1
rj11 male end....
orange 6
red 5 b1
blue 4 a1
green 3 b2
white 2 a2
black 1
where a1 & b1 are the first telephone cable, and a2 & b2 are the second cable.
All other internal wires are cut right back.
Does this look right to you ?
Sean
-
Tony,
A little more information it may be useful (i dont know !)....
I have checked the channel numbers in the logfiles and have noticed that channels 0 & 1 use the same dialogic port, 2 & 3 use the same port....and so on and so forth, but.......
channels 8 & 10 use the 5th dialogic socket and 9 & 11 use the 6th.
Can this cause any problems ?
Sean
-
Sorry for not keeping up! :)
If you have checked a second set of working cables in the RJ45 slots and this doesn't help, then it's not the cabling.
You have mentioned "log files" can you tell me which ones? If it looks as if the dialogic sockets are misconfigured, open your UDDU or DCM to determine if any changes are required.
Tony
-
Hi Tony,
I am yet to test whether the cable is ok, as these are the only ports that we have, only being a small helpdesk, so am VERY aware of knocking the complete board out by accident.
The log files that i have spoken about are where it shows what IVR script name is being played to the caller, and the chosen channel that VTS has selected.
I will endeavour to clarify the cable issue and update you asap.
Can you confirm the query i had regarding the channels/dialogic port that i detailed in one of my previous posts ?
thanks,
Sean
-
You configuration looks fine, which is why I was suggesting that it may be a line, PBX or cabling issue. I'm still of the same opinion...
If you get the chance (out of hours?), check the RJ45's on one of your working/live ports and see if you cabling/splicing is the same as your originals...
Let me know how you get on?
Tony
-
Cheers for that Tony hopefully i will get chance later today.
Can you confirm if anything/any utility should be invoked on the server after connecting the cables, as from what i have read, Dialogic needs to "learn" information about the lines ???
Thanks for your support with this Tony.
Sean
-
....a stop/start of the Dialogic and VTO Services wouldn't go a miss, if your on Windoze... Is that possible, given your ports are "live"?
-
Tony,
Right then bull by the horns !
The cable was wrong from testing and info that i found on the web regarding the wiring and it was how you said.... 1122 not 1221 so with pliers and stanley knife in hand, 2 new cables were born !
I tested them on 2 working ports and they worked fine so they have been inserted into the 4 new ports.
So, now the situation is as follows...........
Dialogic Port / Tel Number / Ok ?
6 / 53323 / Just rings out VTS does not answer
5 / 53332 / VTS answers call ! :o)
5 / 53357 / Just rings out VTS does not answer
6 / 53358 / VTS answers call ! :o)
So, i have 2 more ports working, but one off each of the dialogic ports.
The cables are good so do you know what i need to check next ?
thanks,
Sean
-
I am surprised about the cables, I must say!
OK, if you have all of the application for the Dialogic (and please bear in mind that this is from memory!)...
One of the Dialogic applications allows you to dial out from the port, whilst recording the result (something like "Positive Voice") sorry, I really can't remember the name of the app but it is bundled with the software bundled with the card. Try picking out your faulty ports and see if you can dial out choose a local extension first then try level 9 and dial externally back into the same extension (if it is available within the external range). This should prove if the port is working, without being reliant on the VTO application. If it works, then the ports are OK and we should look at the Genesys configuration (again!)
Good luck!
Tony
-
Hi Tony,
It looks like a beast called "Multi Threaded Voice" so i fired it up, and then opened the following channels and rang my number and here are the results........
Channel / Dial out? / VTO will receive call ?
------------------------------
B3C1 / YES / YES
B3C2 / YES / NO just rings out. VTO wont pick it up
B3C3 / YES / NO just rings out. VTO wont pick it up
B3C4 / YES / YES
The associated numbers for each are confirmed as.....
B3C1 53332 (channel 8)
B3C2 53357 (channel 10)
B3C3 53323 (channel 9)
B3C4 53358 (channel 11)
I have checked the VTS / OPTIONS tab properties and the channels/numbers look fine to me.
Any thoughts on what i can check next ?
Sean
-
Tony,
I have just noticed the following in CCPulse.........
When i ring 53357, in CCPulse 53323 lights up aswell and the same in reverse.
There 2 numbers are into diferent dialogic ports.
53332 and 53358 are both fine.
Does this help you at all ?
Sean
-
Sean,
I would suggest that your ACD Ports and CME settings are misaligned, in some way. That is, your DN, Place and/or ACD Ports will require scrutiny, to ensure they reflect the same values;
Do you have Places associated to all (12) of your VTO DN's?
Are your (12) "VTO" Places related to the right DN's?
Do you have a Group of Places relating to VTO and are all (12) VTO Places added to that Group of Places?
Does your Strategy call your VTO Group of Places or does it call indivdiual Places on which to play announcements? If they are called individually, have you incldued the new Places in the Strategy?
Tony
-
Tony,
I have just checked all the PLACES and the VTO ports and they are setup correctly.
I see the 2 ports light up (53323 & 53357) in CCPulse when i ring either of these 2 numbers.
Sean
-
Tony,
Phone point 1 RJ45
----------------------------
RED--------GREEN
WHITE-------BLUE
Phone point 2 RJ45
----------------------------
RED--------WHITE
WHITE-------RED
Have i get my "Tips and Rings" the wrong way around ??
-
apologies.....meant to say rj14 !!!
-
Telling me the cabling colours is a bit misleading, since they could be anything really perhaps trial and error would help you?
Again, I would also check your strategies and perhaps your default port/route (if you have one, remove it temporarily as you redial the 2 faulty ports, then reapply it after testing...)
There is not much else I can advise, without getting my hands dirty! :)
Tony
-
Tony,
Many thanks for all your help, as i have managed to get them all working.
The cables were wrong and they were plugged incorrectly so we are all up and running now many thanks.
-
Glad to have helped!
Tony