HELP!! NOM vs External Router

Voice & Telephony
1

Could somebody pleaseexplain the major differences and use of NOM and External Router?.

I have 2 sites: (We are using TServer by Genesys and GSTServerSoftphone by WebTone and Touchpoint Tuxedo)

  1. Nortel PBX OPt. 11C with Meridian Link and CCR

and an IVR Connected to this Switch and an ACD Group.

  1. Nortel PBX Opt. 81C with Meridian Link and CCR with our main ACD Group.

Problem:

Using only NOM I get popup screen but not prefetch data (attached data) on all the computers, it does matter if they are local to the PBX where the IVR is connected to o transfering the calls to the Site 2 using NACD or regular transfer.

Using NOM and External Router I get popup screen AND prefetch (attached data) only on the computer are local to the PBX where the IVR is connected to (Site 1) but I get NPTHING (No popup screen and No prefetch Data) on the computer local to the Site 2. It is the same problem with NACD and/or regular Transfer.

If anybody can shed me some light I would REALLY appreciate it.

you can email me directly to [email removed]

2

Hello Rick, let me see if I can answer your question.

 I used NOM in G5 with two Meridian 61C connected through network ACD and when I first started I had the same problem.

External router is not necessary if you are using NOM. The things you need to make sure are:

your NOM is connected to both TServers

ACD queue you are using is monitored by NOM.

call that goes from site A to site B is using network ACD monitored by NOM.

The best way to check is to place a call to NACD and let the call drop to a remote site. Looking at the log of the remote TServer see if the event queued is sent to NOM and NOM then tries to attach data to it.

If you attach logs starting from the place where the call is sent to NACD and then delivered to remote satellite, it would be really helpful.

KM!!!