148 Chapter 6 Networked TAPI/IVR213346.02No call data message received by TAPI server when a call istransferred from IVR port to ACD queueIf an improper or forced shutdown of Microsoft TAPI or Symposium TAPI SPoccurs, it is possible that call data messages won’t be received by the TAPI serverwhen a call is transferred from an IVR port to an ACD queue. To resolve thesituation perform the following tasks:1 Shut down Symposium TAPI SP and verify that it is shut down in the loggerapplication.2 Stop the IVR system.3 Verify that the IVR system is configured to monitor each DN that is used byIVR ports. If any of these values require modification, reconfigure the IVRsystem.4 Clear the overflow.log file using the logger application and start SymposiumTAPI SP. Verify in the logger application that services have successfullystarted.5 Start the IVR system.6 Wait for the IVR registration message to appear in the logger window. Testfunctionality by calling IVR port DN. Follow the voice prompts to enter calldata.7 When the IVR system transfers a call from the IVR port to an ACD queue, acall appears on an agent line logged in to that queue. Verify this procedure inthe TAPI browser application by calling lineGetCallInfo to check call data. Ifno call data is verified, save the logs and contact Nortel Networks productsupport.Call data appears in overflow.log file, but does not appearin screen pop to agentIf call data appears in the overflow.log file or in the logger application, but thisdata does not appear with a screen pop-up to an agent, perform the followingtasks:1 Verify that Symposium TAPI SP is monitoring all IVR ports.
