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07-15-2015 11:53 PM
07-15-2015 11:53 PM
No MOH for external caller during AA/ACD transfer
Hi all,
Just Had a Strange thing happing, after a external caller calls the main number the call coverage send it to a AA.
they then have the option to press 2-5 for diffrent departments. 5 go to our customer service deptment ACD, when pressed there is no MOH, just silents untill an agent picks up the call.
This had been working up untill a week ago. the strange thing is that it works fine internal callers.
MOH is still Working for the users on their ext.
Both the Primary & Secondary VCX Servers how been rebooted.
Any ideas were to start looking?
VCX Connect 200(Ver 9.8.15 )
-Nathan
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07-16-2015 10:35 AM
07-16-2015 10:35 AM
Re: No MOH for external caller during AA/ACD transfer
Nathan,
Can you check the configuration of the ACD and see what extensions are set up for MOH? Then go into IPMSG and make sure that the extension is known for MOH and the right file is connected to it.
What happened on your VCX a week ago? Anything notable? Perhaps Oracle Replication is not working at the moment and the ACD configuration is being fought over by the primary and secondary?
Also, in that Primary/secondary environment, make sure that the ACD configuration is the same on both and your MOH file is available on both. Depending on how busy your VCX is, either of the IPMSG servers can serve the MOH file but they have to be available on both machines.
Another thing to check would be /var/log/messages and see if there are any disk issues being reported.
Regards,
David
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07-19-2015 09:12 PM
07-19-2015 09:12 PM
Re: No MOH for external caller during AA/ACD transfer
Hi David,
Thanks for the reply,
We have Checked the ACD is set to the corrent MOH Extension. We also set up an in-dial Number to call-forward to just the MOH Extension (for test external call for MOH), which worked.
We have also checked the MOH extension on both the Primary and Secondary Servers, and both are the same(extension and file). The Replication also Seems to Be working.
Working my way through the logs to see if there is anny error that stands out now.
Anything else that you can think of?
Cheers
Nathan