Auto Attendant – Hogging CO after caller has hung up 1

[Nick8Noodles]

I’m hungry and frustrated. Why? Because I spent my lunch dealing with this problem rather than eating a bowl of delicious noodles! Alright, let’s get serious for a moment.

Current system is a KX-TD1232 with VM TVS 100. I was first notified of this problem when customers complained they where unable to contact us for a brief period of time.

After some fiddling around and some mock calls I was able to verify this problem myself. Before I get into the details I want to explain something first. When we receive a call the custom service menu plays, listing all the available options. I’ve set it to cycle the main CSM three times (in case they didn’t hear the first…. or second time). Also if the caller doesn’t make a selection their call is forwarded to the operator.

While testing it this is what I noticed. If you call a CO and AA answers it, it says the company greeting and than starts rambling on with the CSM. However, if the caller hangs up, the CO line is still in use and after about 40 seconds or so the operator’s phone rings. If you (the operator) answers the call you get some sort of loud feedback, distortion or something that will make you spill your coffee on a shirt you just washed yesterday!

Your probably thinking the same thing I am, the CSM does its cycle, three times, and because there was no caller input (because the caller isn’t there) it transfers the call to the operator’s extension. Because no one is there on the other end when the operator picks up. SQEEEEECH! KRRRSHHH! (not in that order but you get the idea)

Any assistance, theories or comments on how to correct or approch the problem are greatly appreciated thanks!

 

[rivet]

i once had this same problem but cant remember if it was on a v/mail or a message card (door modual)i do however remember that the only way i could stop this from happening was to send no dtmf input to a message saying we are unable to receive tones from your phone please call again with a tutch tone phone then set the no dtmf to exit so the call got hung up that way the call didnt go to the opp...dont know if the v/m has cpc detect maby cwc will have an answer best of luck

 

[cwc3]

yes I have been there and there is not much that can be done about abandoned calls if you do not have disconnect supervision on your lines. I had a real estate client
with 40 brokers that was convinced that if someone called and did not leave a message and the GD mailbox captured
a moment or two of silence that they were cut offs and they wer loseing a million dollar deal after hours.(gave me alot of grey hair)what revision of software are you running on the 100?there was a real problem with talk off on the middle rev of the tvs 100!!

 

[Nick8Noodles]

thanks for the prompt replies!

Ok, tvs software version. I hope his is what you what you wanted to see.

V.P.S Program Version

MAIN DISK : VA2310(3.10)
MAIN ROM : VA11N(1.13)

 

[rivet]

i was talking to to a very old panasonic superviser today about this problem and although i dont know for sure he is quite convinced the the problem is with the 12-32 cpc sig dectect says this does not happen on isdn that the v/m can see the sig drop when a caller hangs up and discontinues the ringing of the v/m ext
are the lines on your system psdn ??? if so i believe the cpc units are quite cheep over there might be worth putting one on a line & giving a try ...

 

[Nick8Noodles]

CWC I think I might have misunderstood your question, are you referring to the CPC card Revision Number? Sorry I'm still new to this, I'm currently in training and manuals can’t answer all my questions

Rivet your post is interesting. After reading it I started to play with program [405] CPC Signal Detection Incoming Set. The CO’s where assigned 400msec by default. So I started to play with the time and set it to 100msec. (Note: do not set the CPC in 405 to disable * and continue to test all the COs by dialing their numbers and hanging-up. Otherwise the operator will get an ear full of noise on multiple lines and threaten that she won’t share her homemade cookies with you!)

It seems now that the system will disconnect dropped calls a LITTLE faster, however, I still managed to call and hang-up quickly enough for the AA to continue to hog the line and call the operator. This doesn’t seem right, if my math is correct 1 milliseconds = 0.001 seconds. So 100msec is 0.1sec. Either I am incredibly lighting-like fast or there is more here than meets the eye!

 

[Nick8Noodles]

I'm still at it. I tried some HyperT action. From System administration top menu 1 - 6 - 2 - 1 You can change the port parameters, such as flash Time CPC Signal, Disconnect Time, and Dial Mode. CPC Signal was set to none; I started to jump for joy because I thought I might have found something here. I set the property of CPC to 6.5 msec. End result... still didn’t fix it. I just simply call, hang-up before company greeting is played and the line will still be in use for a good 2min until operators ext. rings with scary sounds on the other end.

 

[rivet]

hi nick8noodles cpc sig is a feture of the line not the system if the line doesent have it then you will need a peice of equipment to simulate cpc install it on the line before it connects to the phone system... there was a post 2 weeks ago about this problem see if you can find it

 

[Nick8Noodles]

I'll try looking for the post. But how do I check the line for this feature? Is it somthing I can do myself or do I need to call the phone company and ask them? yea i just scream newbie dont I?

 

[rivet]

if you are using isdn lines (ie) if you have ddi no: then it is switched on
if using psdn (annalog lines ) then you can nearly bet it isnt also you will prob be told you cant have... but if you post your location some one here will know but you could ask your service provider if your lines have or not i think the simulator costs around $30 per line