ACD Delayed Connection

[TAnselm]

Has anyone else experienced delayed connection to an ACD Set?
We have an option 81c runnning 25.40, with a Symposium link and Genesys ACD Server. Lately a few of the agents have been complaining that a call will ring to their phone and when they answer the call they get 4 - 5 seconds of dead air before the call actually connects. When I have tested out the phone (using their personal line because I don't know how to force a call to their Agent line and don't want to really take a customer call anyway.), the call always goes right through. I also have one agent I just talked to that said so far today he's gotten 5 calls (in 2 hours) where a call comes in and is actually on his phone but never seems to connect. He's waited almost 2 minutes on an active call with no recieve before giving up and hanging up the call.

 

[Johnthephoneguy]

It might not be related but I would check for any errors on your T-1's.

 

[TAnselm]

Nope... LCNT reveals -000 from top of list to bottom. Not a single error on any of our T's.

 

[johnpoole]

could be a speech path issue.. how heavy are your loops loaded? if you've got pure acd on 70 percent of a loop, you get set-up but then wait for a speachpath

john poole
bellsouth business
columbia,sc

 

[TAnselm]

Don't think that is the problem John. I just checked the superloop the on I mentioned is assigned to.

Granted there are only 2 vacant ports on that loop. However, of the 256 ports, 142 are analog sets. and of the remaining 112 digital ports, only 17 are ACD.