Attendant console dropped calls

[hurricaneguy]

We have been getting reports that calls to out main line get disconnected before the receptionist can pick up. We have two 2250 consoles that the number rings two in the day.

Does anyone know what might cause calls to the attendant to be dropped while they are waiting to be picked up?

Here is our setup

TN 004 0 06 10
TYPE 2250
CDEN 8D
CTYP XDLC
CUST 0
SGRP 0
SETN 004 0 06 11
ANUM 02
IADN 5689
ALPD NO
SSU
ICDR ICDD
ABAN ABDD
CPND CNDA
AADN
DNDI DNDD
DAPC DAPA
LANG 00
KEY 00 BVR
KEY 01 BIN
KEY 02
KEY 03 PRK
KEY 04 ADL 71#11
KEY 05 MCK
KEY 06 MIK
KEY 07 EES
KEY 08 ADL 8
KEY 09 DCW
KEY 10
KEY 11
KEY 12
KEY 13
KEY 14
KEY 15
KEY 16
KEY 17
KEY 18
KEY 19
DATE 30 APR 2007

TN 028 0 01 11
TYPE 2250
CDEN 8D
CTYP XDLC
CUST 0
SGRP 0
SETN 028 0 01 12
ANUM 01
IADN 5688
ALPD NO
SSU
ICDR ICDD
ABAN ABDD
CPND CNDA
AADN
DNDI DNDA
DAPC DAPA
LANG 00
KEY 00 BVR
KEY 01 BIN
KEY 02
KEY 03 PRK
KEY 04 ADL 16
KEY 05 MCK
KEY 06 MIK
KEY 07 EES
KEY 08 ADL 4
KEY 09 DCW
KEY 10
KEY 11
KEY 12
KEY 13
KEY 14
KEY 15
KEY 16
KEY 17
KEY 18
KEY 19
DATE 6 MAR 2006

REQ: prt
TYPE: att
TYPE ATT_DATA
CUST

TYPE ATT_DATA
CUST 00
OPT AHD BIND BIXA BLA
DNX IC1 ITG IDP XLF XBL
FKA MWUD LOA
REA SYA ATDA
ATDN 00
NCOS 3
CWUP YES
CWCL 2 4
CWTM 4 20
CWBZ YES YES
EFLL 0
MATT NO
RTIM 30 30 30
ATIM 0
AQTT 0
AODN
SPVC 00
SBLF NO
RTSA RSAD
SACP SNGL
ABDN NO
IRFR NO
XRFR NO
IDBZ NO
PBUZ 02 10
ICI 00 NCO NDID NTIE NFEX NWAT
ICI 01 MWC
ICI 02
ICI 03
ICI 04 DL0
ICI 05 RLL
ICI 06 INT
ICI 07 IAT
ICI 08
ICI 09 IADN
RICI

 

[djwht]

You sure the calls are being dropped and not the caller hanging up?

 

[acewarlock]

How is the call comming in? is it a PRI?




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This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[hurricaneguy]

The report came in from the caller (also one of the company owners so it is high priority) and he says he calls in and gets disconnected before the attendant answers. He does not hang up.

The calls are coming in on a PRI.

 

[phonz1]

i had a similar complaint once, the receptionist was not using the console correctly causing hang ups.... just a thought, I went and watched her and saw her mistake

 

[acewarlock]

What was her mistake?




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[phonz1]

she was hitting the loop key before sending the call, by hitting the loop key, she was disconnecting the call

 

[acewarlock]

Is the caller even getting to the ATTN before the hangup?




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[hurricaneguy]

Yes he says he is disconnected before he speaks to anyone.

 

[hurricaneguy]

anyone know how to set up a monitor of the Attendant console? I think it is possible to do a traffic analysis of the console but don't know how.

We still have not found anything. The receptionist is not getting complaints about dropped calls from anyone else. But as it is one of the company owners this is happening to I still need to find out why.

 

[acewarlock]

Well unless someone answered the call, how does he know he called the right number or if he did call the right number he may have gotten a wrong number. If know one else is complaining then the odds are it was him or a wrong number.

Are the calls coming in on a PRI or Copper?




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[hurricaneguy]

Got more info this morning.

He says it happens about 1 to 3 times a month. It rings a couple of times then he gets a click and the call is dropped.

The calls come in on a PRI. But he said he only notices it happening when calls are coming from another office that has a Norstar system with POTS lines for trunks. That rules out cell phone dropped calls.

So I am wondering if no customers are complaining could the issue a bad trunk on the norstar. If that trunk only gets hit once in a while that could explain the occasional dropped calls.

I'm pretty sure he is dialing the correct number. He usually calls through the receptionist. Also telling one of the company owners that he is dialing the wrong number is a bad career move.

 

[acewarlock]

Is it a LD call from the other office?
I beet there is a bad trunk there.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[johnpoole]

Norstar system with POTS lines for trunks... that might be the clue. a single bad trunk on that sysytem is more likely to drop a call then a pri UNLESS your taking slips due to clocking.. is your lcnt table clean?

the problem with this problem is that it only happens to one caller.. if you are dropping calls to the console, then you should be able to duplicate it.. if the pri drops a call it should give you a pri code to the screen..

john poole
bellsouth business
columbia,sc

 

[hurricaneguy]

It is a local call.

I just checked the counters and we are taking no errors on any of out PRIs. There are 6 PRIs.

There is no guarantee that he is the only one having the problem. He is just the one who has complained about it. But he is also calls that main office number more then most people from that remote office.

Later today I am going to have some one at the remote location make test calls. And I am going to try to set up traffic analysis in LD02. Just got to figure out how to do that. Never done it before.

 

[acewarlock]

LD 2 won't help you see any dropped calls as far as I can tell.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[hurricaneguy]

We may have found a possible issue.

One of the people who works the desk when the regular receptionist is not there said she gets calls some times that the caller cannot hear her at first. She said some times if the caller does not answer right away she will just hang up. She also said some times she hears a click like the person is connected just as she hits release.

The regular receptionist said she gets that too but she is supposed to say the company three times before hanging up. The other lady knows this (she was the receptionist for 10 years) but has apparently developed bad habits.

So we may have procedural way of fixing the issue but I know that will not be god enough. I will need to fix the delayed answer issue.

So I ask what might cause a caller not to hear the attendant at for a few seconds but the console acting like it is connected?

 

[acewarlock]

Post the RDB for all incoming routes.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[Triton101]

Headsets with battery savings options do that(they go to sleep after few min of none use), you have to give it a couple of secs before the other end hears voice.... but it they are using Handsets then not sure...

 

[tnphoneman]

I had a problem with a number a few years ago where there was a number 222-2222(yes that is the real number) that was remote call forwarded from that CO to a number on the customer's PRI that was serviced out of another CO. The problem ended up being about 9 bad trunks between the CO's that was causing the problem.

Had a hell of a time getting to the right person to make them understand that it was not a PRI problem and they needed to test the trunking between the Central Offices.

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