Nortel Symposium Web Center Portal, Installation And Administration Manual, Page: 484 / 710

484 Nortel Networks Symposium Web Center Portal
Troubleshooting Standard 2.0
You can configure Symposium Call Center Server Call Routing to drop any
calls presented to a skillset with no active agents. This releases the DTH
TAPI line. The administrator can use the administration tool to temporarily
remove the CDN for the skillset to which no one is assigned and prevent the
DTH from attempting to process any transactions for that skillset. The
information from Symposium Call Center Server is not propagated in
Symposium Web Center Portal. For more information, refer to the
Symposium Call Center Server documentation.
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If a call center has an existing backlog of transactions that are in the
acquired state, and Symposium Web Center Portal is receiving few new
transactions, the TxnMonitor controls the number of transactions that may
be routed to available agents.
Ring Timeout is not working
If the DTH Ring Timeout is not working properly, you must verify that the TAPI
Service Provider (SP) does not have necessary control DNs (in particular, the
CDN that is used by the DTH to place a call with Symposium Call Center
Server). The TAPI SP tries to acquire these CDNs but these CDNs are either
under the control of the server in Symposium Call Center Server or they do not
exist on the switch, so the acquire operation fails. The TAPI SP retries a minute
later and this results in the system sending a stream of “Acquire CDN messages”
to the switch, which in turn affects the operation of the Symposium Call Center
Server CDNs.
You must delete any CDNs that are not required by TAPI. For more information,
refer to “Troubleshooting” in the
Network Managers Guide for Symposium TAPI
Service Provider for Succession 3.0 .