VWM0012 - Port Out Of Service

DESCRIPTION

Ports will go out of service for the following reasons:

1. The port is in use by another application.

   In this case the port will keep alternating between in and out of service as both applications try to regain control.

2. MiAUDIO Lost its connection to the PBX due to network issue.

   In this case you will see that all ports will be out of service.

3. The port is not programmed correctly on the PBX.
4. During heavy call traffic some of the ports will go out of service. Mitel is currently working to correct this issue.

SEVERITY

Warning

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. You can check this in order to find out what computer is attempting to take control of the port.
2. Check connectivity from the server to the PBX.
   • UAC should be turned off
   • Ensure there is no firewall blocking MiAUDIO on the IVR server.
   • You should also make sure that the NetworkAdapter IP address programmed in the YSE can ping the PBX. [ Launch YSE -> go to Visual Workflow manager -> click Extension page -> click on the port, the networkAdapter will be the field named MiTAI/MiAudio Local Binding IP Address].

3. Make sure the port is programmed as a '5020 IP', its Service Type is 'User and Device' and its MAC Address start with 'A1:21:XX:XX:XX:XX' where XX XX XX XX is the DN of the port. i.e:

   port 1221 its MAC Address will be A1:21:00:00:12:21

   port 1109 its MAC Address will be A1:21:00:00:11:A9

   port 778965 its MAC Address will be A1:21:00:77:89::65

   port 99887766 its MAC Address will be A1:21:99:88:77:66

APPLIES TO

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