ALM0003 - IVR Port Out Of Service

DESCRIPTION

Ports will go out of service for the following reasons:

• The port is in use by another application. In this case will port will keep alternating between in and out of service.
• MiAUDIO Lost connection to the PBX due to network issue. In this case you will see that all ports will be out of service.
• The port is not programmed right on the PBX.
• During heavy call traffic some of the ports will go out of service, Mitel is currently working on this issue.

SEVERITY

Major/Critical

IMPACT

VWM will not be processing calls if the port is out of service.

TROUBLESHOOTING STEPS

1. There is a form on the ESM that shows the IP address of the PC using the port in order to find out where is the application that is hijacking the port.
2. UAC must be disabled and appropriate firewall exceptions made for MiAUDIO.
3. Ensure connectivity to the PBX is possible, either by pinging the controller or by reaching the ESM web configuration via it's IP
4. Ensure the port has been programmed as a 5020IP set, and it's service type within User and Devices is set to Trusted. Also verify the MAC address has been populated accordingly, for example:
   • Port 1221 will have a MAC address of A1:21:00:00:12:21
   • Port 778965 will have a MAC address of A1:21:00:77:89:65:66

APPLIES TO

CCM/VWM

References

• MiContact Center Administration and Installation Guide
• MiContact Center User Guide
• MiContact Center and Business Reporter System Engineering Guide
• Multimedia Contact Center Installation and Deployment Guide
• Business Reporter User Guide