RAD stopped playing & silent monitor is too silent

[ramuk]

Hi

Our RAD greetings have stopped playing, the ports were on DND but they no longer are.  When we call a port directly it just shows as ringing and never answers.  Ports keep randomly going back into the DND state as well.
Also our ACD silent monitor is not playing audio.  We invoke the facility (*04) and enter the extension number, the display changes to the users name, like it always does, but there is no audio (the COS's are correct).
Not sure if they are both related but they both involve a lack of audio.
Can anyone suggest anything that we as an end user can do?

Thanks in advance
MCD 6.0 SP3

[ralph]

What are you using for your RADS?  The VM ports?   If yes, are any VM ports answering?

RADS go into DND if they do not answer.

Ralph

[matthew]

RADS go into DND if they do not answer.

Something I'm curious about: If you have an ACD and your RAD has two VM ports in the RAD group. If the ACD is happily playing the RAD to two callers simultaneously and a third call should hear the same RAD, does this cause the no answer -> DND problem? I'm also trying to track down spurious RAD ports going into DND. It's driving me bonkers. MCD6.0SP3

[johnp]

The rad should queue to the callers hitting it. If there are a few that need it they will all get it at the same time.

[ramuk]

HI Ralph

Thanks for the reply.  The embedded voicemail is what we know it as.  No the ports are not answering.

[x-man]

WRT silent monitor make sure you are aware of all the feature uses because I was caught out by the "can only monitor prime line" when customer was trying to monitor a multicall key call....there is a comprehensive help article on it.

On the rad one do a stat on the rad ports plid and see what it reports. Should be idle if not in use.

[ralph]

Thanks for the reply.  The embedded voicemail is what we know it as.  No the ports are not answering.

If none of the VM ports are answering then a reboot is in order.

Ralph

[x-man]

Although similar can be reproduced with a bit of patience via maintenance commands. i managed to get a VM back in service remotely via MC when a reboot would have been very inconvenient.

[ralph]

How did you do that via MC?

Ralph

[ramuk]

Thanks guys.

I look forward to hearing from X-man but I will prepare to do a restart.

[x-man]

I've only done this once and did not document it as as I was doing it on the hoof. I did a stat 1-4-27 and found the ones that were in use that were not (reported as busy even they were not). I then (IIRC) manbusied each port out (even though if they reported as busy I had to do  a manbusy and use the force command) and then returned to service each one. I seem to remember I had to do the cabinet and each extn number as well. I believe I used busy ex 6001 force (6001 being the allocated extension number of the port) and then rts ex 6001 etc. BUT it could have been busy 1 4 27 force and rts 1 4 27. I think it was the former because it took a while to get through all the ports. I recall doing a cabinet busy afterwards t just to be on the safe side. I may have even manbusied each slot with busy 1 4 27 1 force and then a rts command. I did every port as well even if it was reporting correctly to make sure (as a reboot would.

As I said its a bit clunky and slow but it worked for me the once I did it.

I really must learn to document things like this..

[ramuk]

Thanks X-man.  Our system is virtual btw, apologies if I should have mentioned that before.  To answer your earlier question the status for the ports is idle (sorry I missed that question).

[ralph]

Xman,
If a port is showing busy and you know it's not connected to a phone, odds are pretty good that it's connected to another port.
If you reso it it should show you what port you are connected to.

If it's idle and does not answer then the only way I've found to recover is a reboot.
or (I think that has worked for me once if I remember correctly)

From the RTC

iPVM_Stop()
iPVM_Start()

Ralph

[x-man]

Yes ralph, but I recovered using the method I outlined by forcing a busy (the ports wouldn't go into busy even though they were showing as idle).

[ramuk]

Thanks guys.  A reboot fixed both issues.