ACD Call Voice Dropouts

[IBroadway]

Having an issue with our Servicedesk setup.

Running a Mitel 3300 MXe Controller with software load 10.0.2.8 Release Level 4.0 SP2 and Mitel Contact Centre with Intelligent Queue.

We have 5 ACD Agents using Mitel 5224 handsets. They are also using Plantronics CS70N Headsets.

We are experiencing random Voice dropouts during calls.

The user on the end of the phone cant hear the technician on the servicedesk. The line stays active. This can happen anytime during the call.

We have tested using the handsets on there own. Same problem

Has anyone experienced this before?

Ian

 

[Supernova99]

Have you tried completely eliminating the headsets?
Cordless headsets can cause issues as described especially if the battery is getting low.
I have had a batch of cordless headsets that look like they are charging but they are not.
Can you retrieve the call by picking up the handset and turning off the headset key?



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[IBroadway]

I have tested with the handset only and the same occurs.

The headsets are wireless and have a cradle lifter so no headset softkey is needed.

I am going to test with a new 5324 and see if it makes any difference but any further input is still appreciated

Thanks for your help
Ian

 

[Supernova99]

Do you have a call recorder connected to a SRC installed?

Share what you know - Learn what you don't

 

[kwbMitel]

This is going to sound like a stupid question but do not take it as such. Read it carefully.

Are your headsets plugged into the correct jack on the base of the phone?

They SHOULD/MUST NOT BE plugged into the headset jack. They should be plugged into the HANDSET jack.

Before you tell me that does not make sense, consider that the headsets you are using have a connection for the handset and a switch to determine which is active. They are designed to operate in the handset jack.

I may be sounding defensive but I find this particular issue to be ripe with preconceptions and all too often people do not listen to my first question and it results in many delays.

Most recent example:thread1329-1610245

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What's most important is that you realise ... There is no spoon.

 

[IBroadway]

I understand, and yes the headsets are connected correctly to the handsets.

and no Supernova we dont

We'll test with a different model handset and see how we get on

ta
Ian

 

[dryaquaman]

Does the voice ever come back or does the call have to be re-established? Does it come back if the call is put on hold and then taken off hold?

Another thing I like to experiment with is to put the phone in "teleworker" mode by booting while holding the 7 key. Use the phones primary controller's IP address and then see if that makes a difference.

Dry Aquaman

 

[IBroadway]

Dryaquaman, yes I can now confirm that the caller can hear the servicedesk agent when put on hold and taken off hold.

Have you seen this before?

Ian

 

[dryaquaman]

Actually, I just saw this yesterday in our office. We were upgrading our firewalls. The issue was fixed by correcting the IP routes in the firewalls. There may also have been some rule changes - he ain't saying.

It is slightly different in that the initial call had no audio at all to TW phones. Once the call was placed on hold and retrieved it worked. Not quite apples to apples but I think you get the idea.

So my next question would be: are there any firewalls in between the caller and the ACD user?

Ralph

 

[IBroadway]

No nothing, its all internal on our network, only thing that sticks out is that most callers are on analogue phones on a Siemens PBX system but this issue hasnt been apparent all the time since we implented VoIP. We've had our VoIP Servicedesk setup in place for around 2 years and we're only just seeing this problem in the last 2-4 Months

 

[dryaquaman]

users are going across SIP trunks from the Siemens to the 3300?

Have you done a packet sniff on the phone yet? I'd suspect something going on in the network but I'd think you'd have to do a wireshark sniff to see exactly.

Dry Aquaman

 

[Supernova99]

Has your 3300 got a E2T card?
As the call is coming via a Siemens is this via q-sig or dpnss?
If you do have a E2T fitted can you check that you have the correct gateway programmed.
If you can replicate the issue and remedy it by going on hold and then off, then this points to a E2T channel issue as each call selects a different channel.
I have seen this a few times and replacing the E2T card remedies the issue.

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[IBroadway]

I dont believe its an External Card, it doesnt show in the hardward profile anyway.

The calls are coming via DPNSS

I cant replicate but The technicians are aware to try the hold/off hold technique and this has worked everytime so far

Havent done a packet sniff yet, will do this when I get a chance. We have a second 3300 soon to be installed in resilience, and we'll make the new box the Primary as this will come with the uptodate software, see how we go with that

Ian

 

[IBroadway]

Running a new Controller now with up to date software. No Issues so far.

Original controller will go into resilience mode.

Thanks all for your help and suggestions