Agent phone ringing while on call

[Saiyan656]

So agent is on the phone and while they pick up a call or go to hold and come back to caller there phone is interrupted with ringing on the line (both sides can hear it) and it just happen randomly. I was Service Observing and Tracing and see the phone dialed a number and drop after a lot of rings with an error dial xxxxx route:aar and denial event 1164: ISDN no cause value. Not sure what to do. The agent confirmed they never dialed this number. Where should I look? I was thinking of rebuilding VEC and HUNT and removing Service Observing? Anyone had this issue before? H323 9611, CM 6.3, PRI, G450.

 

[kyle555]

Are they being recorded? Does it happen when they're not being recorded?

 

[Saiyan656]

Thanks Kyle I was thinking the same. I see 3 port plus mine so 4 ports on these calls. I will set SO to 'n' next week.
I am just not sure why it would take control, but I know you can barge in with SO. Thanks and will let you know the outcome!

 

[kyle555]

service observe wouldnt initiate another call, but single step conference would. and suppose the recording port is a station that's out of service, that conference would just ring until the initator gave up.

With single step conference, the initiator is the agent themself albeit via TSAPI/AES

 

[Saiyan656]

I removed the agent ID's from Call recording and now instead of the phone ringing random VDN's while agent resumes from hold with caller, its now dropping calls.
The agent report is showing calling party with 4 digits when the agent is experiencing this issue. It happens every time I see CLID 000004351,3940,2486,2453,8413,3427,2473,8473, etc... Not sure how to locate where this Calling party is coming from, so I can shut it down? I know its internal, because TFN/TN CDR doesn't show it dialed the TFN associated to VDN.