| Author |
Message |
Justin
Guest
|
 Posted:
Fri Oct 08, 2004 5:01 pm Post subject:
NAM problems |
|
|
I am having problems with my Norstar Applications Module. I have been
with this company for two years and when I started, did not know much
about Norstar systems. I learned the system by reading through the
manuals that were left with me by my predecessor and basically was
able to fix problems he couldn't address.
One problem remained. Whenever there is a power outage (which is once
every two weeks here for some reason), The Automated Attendant loses
it's line assignments and then anyone calling in on a line that either
has an automated attendant answering or is in night ringing will go
straight to the GENERAL MAILBOX.
In order to make the AA functional again, I have to enter the system,
unnassign the lines to the AA, exit the system, go back in, and assign
them again. I am not sure why this works and why it happens in the
first place. The vendor that installed this system had since
abandoned it since they got their money.
I originally remedied this problem by attaching a UPS to the NAM,
which should be done anyway, but now that the battery is dead, I am
reliving this nightmare as I await for the new battery to arrive.
In addition, a few months ago we decided to install Minuet ACD on the
system through a vendor that I figured was competent enough
considering they were the only vendor in the area that was able to
help me out with a Caller ID situation.
Ever since it was installed it hasn't worked right. First it wouldn't
work at all, then when they reinstalled the latest version, it seemed
to work. After they finished and were gone, the agents started to
notice that the ACD indicator that blinks when there is a call in
queue would blink even though all agents are free. They had to log
out of the system and then log back in to be able to take the call.
I had the vendor come back a few times and they have done only what
Cintech support would tell them, which was to restart the system, and
if all else failed, reinstall the software.
Well neither of these solutions worked. They were convinced that
someone was messing with settings on our end. They noted changes in
transfer points and I assured them that nothing related to ACD was
changed. Then I mentioned the problem that occurs when the system
loses power and now they don't want to have anything to do with it.
They will only sell me a new NAM at this point, which I am sure will
be very expensive.
Does anyone know a solution two either of the two problems below?
1. Why does AA lose line assignments when the NAM loses power?
2. Why does the ACD leave calls in queue until somoene logs out and
then back in?
If anyone can give me an answer it would be a life saver! I thank you
ahead of time.
Regards,
Justin |
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 |
paddy g
Guest
|
| Posted:
Sat Oct 09, 2004 4:05 pm Post subject:
Re: NAM problems |
|
|
first..nam should be at atleast 4.0.04e this is last maint release
before they went to 4.1"4.1 backward compatible from 6.1 back".if your
up to date with upgrades on nam then tell vendor to replace just
harddrive"should be able to order with software preinstalled from
nortel...dont need new nam
second.... minute is a crappy "free" but still crappy acd package
never could get it to work correctly may work once all is upto date
Overdrive79@hotmail.com (Justin) wrote in message news:<8cab924f.0410080501.12f7135f@posting.google.com>...
| Quote: | I am having problems with my Norstar Applications Module. I have been
with this company for two years and when I started, did not know much
about Norstar systems. I learned the system by reading through the
manuals that were left with me by my predecessor and basically was
able to fix problems he couldn't address.
One problem remained. Whenever there is a power outage (which is once
every two weeks here for some reason), The Automated Attendant loses
it's line assignments and then anyone calling in on a line that either
has an automated attendant answering or is in night ringing will go
straight to the GENERAL MAILBOX.
In order to make the AA functional again, I have to enter the system,
unnassign the lines to the AA, exit the system, go back in, and assign
them again. I am not sure why this works and why it happens in the
first place. The vendor that installed this system had since
abandoned it since they got their money.
I originally remedied this problem by attaching a UPS to the NAM,
which should be done anyway, but now that the battery is dead, I am
reliving this nightmare as I await for the new battery to arrive.
In addition, a few months ago we decided to install Minuet ACD on the
system through a vendor that I figured was competent enough
considering they were the only vendor in the area that was able to
help me out with a Caller ID situation.
Ever since it was installed it hasn't worked right. First it wouldn't
work at all, then when they reinstalled the latest version, it seemed
to work. After they finished and were gone, the agents started to
notice that the ACD indicator that blinks when there is a call in
queue would blink even though all agents are free. They had to log
out of the system and then log back in to be able to take the call.
I had the vendor come back a few times and they have done only what
Cintech support would tell them, which was to restart the system, and
if all else failed, reinstall the software.
Well neither of these solutions worked. They were convinced that
someone was messing with settings on our end. They noted changes in
transfer points and I assured them that nothing related to ACD was
changed. Then I mentioned the problem that occurs when the system
loses power and now they don't want to have anything to do with it.
They will only sell me a new NAM at this point, which I am sure will
be very expensive.
Does anyone know a solution two either of the two problems below?
1. Why does AA lose line assignments when the NAM loses power?
2. Why does the ACD leave calls in queue until somoene logs out and
then back in?
If anyone can give me an answer it would be a life saver! I thank you
ahead of time.
Regards,
Justin |
|
|
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|
|
Justin
Guest
|
| Posted:
Mon Oct 11, 2004 7:34 pm Post subject:
Re: NAM problems |
|
|
I have 4.0.04C. Where do I get an update?
skidbump@aol.com (paddy g) wrote in message news:<5918f97a.0410090405.4996a72e@posting.google.com>...
| Quote: | first..nam should be at atleast 4.0.04e this is last maint release
before they went to 4.1"4.1 backward compatible from 6.1 back".if your
up to date with upgrades on nam then tell vendor to replace just
harddrive"should be able to order with software preinstalled from
nortel...dont need new nam
second.... minute is a crappy "free" but still crappy acd package
never could get it to work correctly may work once all is upto date
Overdrive79@hotmail.com (Justin) wrote in message news:<8cab924f.0410080501.12f7135f@posting.google.com>...
I am having problems with my Norstar Applications Module. I have been
with this company for two years and when I started, did not know much
about Norstar systems. I learned the system by reading through the
manuals that were left with me by my predecessor and basically was
able to fix problems he couldn't address.
One problem remained. Whenever there is a power outage (which is once
every two weeks here for some reason), The Automated Attendant loses
it's line assignments and then anyone calling in on a line that either
has an automated attendant answering or is in night ringing will go
straight to the GENERAL MAILBOX.
In order to make the AA functional again, I have to enter the system,
unnassign the lines to the AA, exit the system, go back in, and assign
them again. I am not sure why this works and why it happens in the
first place. The vendor that installed this system had since
abandoned it since they got their money.
I originally remedied this problem by attaching a UPS to the NAM,
which should be done anyway, but now that the battery is dead, I am
reliving this nightmare as I await for the new battery to arrive.
In addition, a few months ago we decided to install Minuet ACD on the
system through a vendor that I figured was competent enough
considering they were the only vendor in the area that was able to
help me out with a Caller ID situation.
Ever since it was installed it hasn't worked right. First it wouldn't
work at all, then when they reinstalled the latest version, it seemed
to work. After they finished and were gone, the agents started to
notice that the ACD indicator that blinks when there is a call in
queue would blink even though all agents are free. They had to log
out of the system and then log back in to be able to take the call.
I had the vendor come back a few times and they have done only what
Cintech support would tell them, which was to restart the system, and
if all else failed, reinstall the software.
Well neither of these solutions worked. They were convinced that
someone was messing with settings on our end. They noted changes in
transfer points and I assured them that nothing related to ACD was
changed. Then I mentioned the problem that occurs when the system
loses power and now they don't want to have anything to do with it.
They will only sell me a new NAM at this point, which I am sure will
be very expensive.
Does anyone know a solution two either of the two problems below?
1. Why does AA lose line assignments when the NAM loses power?
2. Why does the ACD leave calls in queue until somoene logs out and
then back in?
If anyone can give me an answer it would be a life saver! I thank you
ahead of time.
Regards,
Justin |
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