Abnormal disconnect

[Benighted]

Call ID:
15:55:18 -Give Ringback NULL
15:55:18 -Handed Over to Master Application NULL
CDN: 6061 L_APP: Master_Script NORM
15:55:18 Local Call Arrived NULL RTE: 0 TRK: 78 CDN: DNIS: CLID:
15:55:21 Give Force Disconnect NULL L_APP:
15:55:21 Task Flow Handed Off NULL TF: 1 TF: 10011
15:55:21 Application Interflowed NULL L_APP: Master_Script L_APP:


I have alot of these happening after closing hours. The scenario is that you call in, hear one ringback and then you're disconnected. The script in Symposium looks similar to the other scripts that are working fine. There should be a closing message being given to the caller (closed_ran), but why is it noe given in these cases?

 

[DancingDave]

Can you post the script that's giving you the problems?

DD

 

[Benighted]

/*Title: CDN 6061 RetailerApplication*/
/*IF (DATE = Holiday_closed)*/
/*OR (DATE = JulNyttAften AND TIME OF DAY = Closed_julnytt)*/
/*OR (DATE = Romjuldays AND TIME OF DAY = Closed_Romjul20)*/
/*OR (DATE = Holiday_paske AND TIME OF DAY = Closed_Paskeaften)*/
/*OR (DAY OF WEEK = saturday AND TIME OF DAY = Closed_sat18) */
/*OR (DAY OF WEEK = sunday)*/
/*OR (DAY OF WEEK = Weekdays AND TIME OF DAY = closed_hours_GE4) THEN*/
/*GIVE RAN closed_ran*/
/*END IF*/


IF OUT OF SERVICE RetailerApplication THEN /* Checks if agent logged in*/
GIVE RAN Closed_ran /* GIR VALG Gives promo*/

DISCONNECT
END IF
/* Ko Script */

QUEUE TO SKILLSET RetailerApplication
WAIT 2 /* Allow time in case an agent is available */
/* Allow time in case an agent is available */
GIVE RAN first_ran /* Gives waiting message*/

GIVE MUSIC music_route

SECTION WaitLoop
IF NOT OUT OF SERVICE Brann THEN /* Checks if fire alarm skillset activated*/
GIVE RAN Brann_ran /* Gives message if fire alarm*/
DISCONNECT
END IF
WAIT 28
IF NOT QUEUED THEN
IF OUT OF SERVICE RetailerApplication THEN
GIVE RAN closed_ran /* Gives message night*/
GIVE SILENCE
WAIT 2
DISCONNECT
ELSE
WAIT 2

END IF

END IF

GIVE RAN second_ran

EXECUTE WaitLoop

--

Some norwegian words in there, and I've tried to translate most of them.

 

[DancingDave]

Do you use Meridian Mail or Call Pilot?

We have had some issues with mail ports whereby the call is disconnected if calls hit one of the faulty ports.

Does it happen on some calls across all scripts? (would suggest the above) or all calls on some scripts?

You could try playing a short burst of music before your message to at least show the call has passed the IF statement i.e. if you do

IF OUT OF SERVICE RetailerApplication THEN
GIVE MUSIC xx
WAIT 5
GIVE RAN Closed_ran
DISCONNECT
END IF

and get music, it points to an issue with Mail/CP

If you don't get music, then perhaps there are people left logged in the skillset and the call is being disconnected elsewhere in the script

DD

 

[Jeff325]

Benighted,
Try using the Event Handler as a diagnostic tool to see if the Ran is failing. This should let you know whether you are looking a t possible Ran issue or a script issue. however the scripting looks okay, you might want to add a wait 2 after plating the ran (not supposed to have too, but you know how that goes)

Jeff

 

[janeenaj]

15:55:21 Give Force Disconnect NULL L_APP:
==========================================================
IF OUT OF SERVICE RetailerApplication THEN /* Checks if agent logged in*/
GIVE RAN Closed_ran /* GIR VALG Gives promo*/

DISCONNECT
END IF
======================================================

I would dial the ran route acod for the ran defined in the closed_ran variable. Based on the cbc report there, sccs is doing exactly what the script is telling it to do. The force disconnect at 15:55:21 is from the DISCONNECT command.

If the SCCS isn't able to play the RAN its going to continue to the next line in the script which is DISCONNECT.