ACD contact center features
194 Communication Manager Guide to ACD Call Centers
Considerations
This section contains basic information on troubleshooting, as well as important
information about administering NCR.
Troubleshooting
General troubleshooting of NCR can be accomplished by using the following techniques:
●
The ISDN message trace information provided by the Message Sequence Tool (MST)
●
Vector events displayed by the
display events
administration command.
●
To see the behavior of a particular VDN or vector, use the
list trace vdn
and/or
list trace vector
commands to check for NCR errors.
●
To check for NCR errors using BSR processing, enter the
ch MST
switch administration
terminal command to set the
BSR
and
vector
fields to
Y
, and use the
enable mst
and
the
list mist cont
switch administration terminal commands to see NCR-related
MST trace data.
●
If logged in at the switch administration terminal (SAT) via the init login, enter
go tcm
followed by the
rdd:dp_mgr Bsr_applloc
command to see the total attempts,
internal error, network error, successful redirection, and disconnect peg counts that are
associated with BSR call interflows where NCR was invoked. These peg counts are free
running and are only reset when the BSR Best Service Routing Application form is
accessed using the
ch best
SAT command for a particular BSR application number.
If NCR vector activation fails, use the
display events
SAT command to check for the
following NCR vector events:
●
310 NCR: Invoke trunk not ISDN
●
311 NCR: Bad NCR trunk admin
●
312 NCR: No NCT PSTN service
●
313 NCR: No NCT outgoing trk
●
314 NCR: NCT outgo trk drop
●
315 NCR: PSTN NCT invoke err
●
316 NCR: PSTN NCT netwrk err
●
317 NCR: Used NCT trk-to-trk
●
318 NCR: No NCD PSTN service
●
319 NCR: NCD invalid PSTN nmbr
●
320 NCR: NCD call connect err
●
321 NCR: PSTN NCD invoke err
●
322 NCR: PSTN NCD netwrk err
●
323 NCR: PSTN NCD max redirs
