We have an issue with calls being lost when they are put on hold from a hunt group that only has IP telephones. We have a IP500 with 4 VCM channels. When calls come into our departments hunt group (this hunt group has 2 IP telephones in it and our whole system only has 3 IP telephones)and when they put a call on hold, they can no longer pick them back up - looks like the call is lost. According to the caller, they were left still on hold but we had no way of getting them back. This has happened numerous times. When calls come into this hunt group - they are instantly placed into a queue where there is an announcement (using VM Pro) that is played until the call can be answered. Whenever I see this issue happening and I logon to VM Pro - it is complaining about not having enough VCM's sometimes hundereds of times where there were not enough VCM's available. I guess I am confused about whether or not this is truly at VCM issue. Do I not have enough VCM's for 3 phones? Perhaps it is the fact that we only have a few VCM's and by queueing calls it is taking more VCM's (when I put the call on hold). For example, maybe the issue is happening when both phones are in use and I put one call on hold and attempt to answer another queued call? I am confused about this issue and it does not happen all the time. The third IP phone is rarely used. I want to make sure that my configuration (using queuing, IP telephones, & 4VCM's) is not the culprit but I am not sure how VCM's are used in conjunction with VM Pro (when a call is in Queue, or put on hold, etc...) As I mentioned, when the call is on hold, you can no longer see the call on hold on the ip phone and have no means with which to pick the caller back up.
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5610 Phones in hunt group lose calls when put on hold
- Thread starter adc110
- Start date
can you still see the call anywhere on system status once it disappears from the phones display?
i am pretty sure VCM is only used when queuing during the playback of announcments. so 1 channel is used per announcement that is playing and then channel is dropped. you can save some resource by using synchronise calls.
watch the resources screen when this issue happens or some calls are queuing, see if the ~VCMs max out,
i am pretty sure VCM is only used when queuing during the playback of announcments. so 1 channel is used per announcement that is playing and then channel is dropped. you can save some resource by using synchronise calls.
watch the resources screen when this issue happens or some calls are queuing, see if the ~VCMs max out,
mattKnight
Programmer
How amy call appearance keys do you have
VCM resources are not used for VMpro - so i'd probably discount that for the time being
Take Care
Matt
If at first you don't succeed, skydiving is not for you.
VCM resources are not used for VMpro - so i'd probably discount that for the time being
Take Care
Matt
If at first you don't succeed, skydiving is not for you.
SORRY SORRY SORRY SORRY SORRY!!!!
just realised what it was, i was testing queuing against a group on the other side of a Small Community Network, hence the VCM channels used for queue announcements.
apologies for being a spoon, and taking the thread on a tangent.
just realised what it was, i was testing queuing against a group on the other side of a Small Community Network, hence the VCM channels used for queue announcements.
apologies for being a spoon, and taking the thread on a tangent.
What type of lines do you have??
If you have SIP then incomming calls will use VCM's and each call to an IP Phone could use upto 2 VCM's per call.
When they put it on hold, are they using hold (big red hold button) or are they parking the call with a code or key???
Jamie Green
ACA:Implement - IP Office
ACS:Implement - IP Office
Fooball is not a matter of life and death-It is far more important!!!!
If you have SIP then incomming calls will use VCM's and each call to an IP Phone could use upto 2 VCM's per call.
When they put it on hold, are they using hold (big red hold button) or are they parking the call with a code or key???
Jamie Green
ACA:Implement - IP Office
ACS:Implement - IP Office
Fooball is not a matter of life and death-It is far more important!!!!
- Thread starter
- #7
I reckon this is more of a network issue whereby the phones are having trouble talking to the system gatekeeper etc.
Can you capture a trace of such a scenario and do a search for kepp_alive, if you are seeing those it isnt good. Network performance etc.
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Can you capture a trace of such a scenario and do a search for kepp_alive, if you are seeing those it isnt good. Network performance etc.
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