OVERVIEW
We suspect this could be a missing status packet on the network from the RUBY PC to the Supervisor
PC. Please monitor this problem and let us know if it continually reoccurs.
We cannot retrieve the lost packet, but can only monitor and see if this reoccurs or not.
- Make certain of the configuration of the extension in TOPAZ and that its settings correspond with
that of a working extension.
Go to "SETUP -> Data -> Extensions".
Tick "Ruby Extension" for each extension which is in the Call Centre.
Also tick "Ruby Extension" for each agent code / virtual extension.
Go to "SETUP -> Properties -> Network / FrontOffice".
Tick "Ruby Call Centre"
RubyTAPI
Go to CONFIGURE -> RUBY. Under RUBY, enter the host and port (default
20000) of the Ruby server. Under PABX, select Mitel 3300 ICP from
the drop-down list. Make sure that Log Level is set to "Errors only".
Do not enable Wrap-up time.
Under the EXTENSIONS tab, set "Number of digits" to the length of
your extensions. Under TAPI devices, just click on "Add all". All the
extensions you configured under the Mitel TSP should be added to the
Monitored list.
Under the QUEUE tab, you do not have to configure anything. This is being
handled by the ACD PABX3 and Mitel_Q programs.
Under the TOPAZ tab, enter the Topaz IP and port (default 25000).
Make sure that "Send CLI" is ticked.