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.
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.