Tek-Tips is the largest IT community on the Internet today!

Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!

  • Congratulations Mike Lewis on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!

Agent hears ringback while in conversation

Status
Not open for further replies.

Benighted

Technical User
May 2, 2006
43
SE
Meridian 1 Option 81c
Symposium SCCS 4.0
IVR:
2xNortel MPS 500
CCT 5.0

Some of our agents are experiencing some strange incidents from time to time. They receive a call, and during the conversation they suddenly hear 10-20 seconds of ringback. This can happen up to three or four times during a session. The customers say that they hear only silence during the incident. I've only seen this happening on calls transferred from the IVR, but I can't find anything unusual in the CBC log:

Call ID: 1 529
10:03:44 Give Ringback NULL
10:03:44 Handed Over to Master Application NULL CDN: 6566 L_APP: Master_Script TRANSF INTERCALL_ID: 1317
10:03:44 Local Call Arrived NULL RTE: Internal Route TRK: 0 CDN: 6566 DNIS: CLID: 71199
10:03:47 Call Presented NULL AGT: xxxx
10:03:47 Task Flow Handed Off NULL TF: 1 TF: 10084
10:03:47 Application Interflowed NULL L_APP: Master_Script L_APP: Skillset_A
10:03:47 Dequeued From Skillset NULL SK_SET: Skillset_A PRI: 6 REASON: PRESENTED TIME_IN_Q: 0
10:03:47 Queued To Skillset NULL L_APP: Skillset_A SK_SET: Skillset_A PRI: 6 1st_TIME_QUEUED_TO_SKSET: YES
10:03:51 Local Call Answered Agent - xxxx SK_SET: Skillset_A
10:06:47 Local Call Released Agent - xxxx NORM


Script:

/* Title: CDN 6566 Skillset_A*/

IF OUT OF SERVICE Skillset_A THEN
QUEUE TO SKILLSET Skillset_B
WAIT 2



END IF
/* Ko Script */

QUEUE TO SKILLSET Skillset_A
WAIT 2


GIVE RAN first_ran

GIVE MUSIC music_route

SECTION WaitLoop
IF NOT OUT OF SERVICE Brann THEN
GIVE RAN Brann_ran
DISCONNECT
END IF
WAIT 28
IF NOT QUEUED THEN
IF OUT OF SERVICE Skillset_A THEN
GIVE RAN closed_ran
GIVE SILENCE
WAIT 2
DISCONNECT
ELSE
WAIT 2

END IF

END IF

GIVE RAN second_ran

EXECUTE WaitLoop
--

Thanks for your help.
 
Check your MSDL cards. Had this problem a few years ago and it turned out we had a bad port on the MSDL card. This may take time to find.
 
I think the clue may be the transferred from IVR bit. You should have in the master script something like:
IF TRANSFERRED THEN
GIVE RINGBACK
WAIT 6
END IF

This gives time for the transer to complete before executing the primary.
 
I have this in the beginning of the Master Script :

GIVE RINGBACK
WAIT 2
IF TRANSFERRED OR CONFERENCED THEN
WAIT 4
END IF

Could it help to make the wait 6 secs?

***

Will also check the MSDL cards.

Thanks for your replies.
 
I think you have sufficient wait time. Nortelinsd may be onto something though, there may well be a bad port that's not signalling correctly and holding the call up.
 
Status
Not open for further replies.

Part and Inventory Search

Sponsor

Back
Top