Agent hears ringback while in conversation

[Benighted]

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.

 

[nortelinsd]

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.

 

[captaingadget]

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.

 

[Benighted]

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.

 

[captaingadget]

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.