Blind Transfer with a CS1000M Call Center Environment

[1nycty]

Currently I started maintaining a new system that has a legacy Nortel CS1000M RLS 7.6. The customer is using an IVR configured by Chryslis(VXML) that uses 60 SIP trunks to help handle inbound calls. It has been discovered that when the system takes a call it uses a SIP trunk and also when it transfers it is taking a SIP trunk, so basically a SIP Trunk in & SIP Trunk out. So when the customer has 30 calls in progress in their call center all 60 SIP Trunks are busy. This is via a Bridged transfer. It was brought to my attention that the Nortel CS1000M does not support Blind Transfers. Is this true? I do not know as I would not expect this from a PBX.
System Info:
NORTEL CS1000M Rls 7.6
Also using Avaya System Manager 6.5
Avaya Aura Contact Center (200 - 250 ACD Agents)
IVR is Product by Chryslis (VXML)

Any help is appreciated, thank you in advance.

 

[Firebird Scrambler]

I may be reading your query wrongly, so please let me know if I have?.

As with most phone systems, the issue is always with the billing and who is to pay for the call made.

I'm guessing that the incoming caller would only be paying for their call into the IVR system and any outgoing calls outside of the CS1K would be billed by the owners of the phone system. Therefore this would be correct in only 30 users being in use at any one time.



Firebird Scrambler
Nortel and Avaya Meridian 1 / Succession and BCM / Norstar Programmer

Very advance high level knowledge on the Linux BCM phone system.

Website

http://somertel.myfreesites.net

 

[1nycty]

Hi Firebirdscrambler
What I have is a call center that will use the listed IVR to take the caller, greet them and then transfer them internally to a agent. In the process it uses 1 SIP trunk to receive and then another SIP trunk to transfer which then the caller is utilizing 2 of 60 SIP trunks limiting them down to 30 calls at a time if this is how the system was designed to work. I just find it strange that this same system can not only use 1 SIP trunk for the entire call to help free up the other SIP trunks. This is why I am trying to see if there is a fix for this.

 

[joe2938]

this is exactly what a trunk to trunk transfer does, 1 for in and 1 for out, so I believe this is working as designed

 

[yyrkroon]

Think of it this way - 1 trunk is busy on the inbound leg of the call. Your agent goes to transfer the caller, which automatically places the caller on hold. Agent start dialing the target number, which then seize another trunk (remember your inbound trunk is busy, so it can't use that one)...working as intended and designed. No system out there is going to allow you to seize a busy trunk.

 

[Firebird Scrambler]

Does your CS1K system have calls coming in via e.g. ISDN trunks which are then transferred via one of your 60 SIP trunks into the IVR system?.

I'm trying to get a better understanding on how your system is programmed up.

I was given another message via a Tek-Tip member yesterday who has mentioned about "plugin 501". This might be applicable to you.

The details are..

501 Enables blind transfer to a SIP endpoint even if SIP UPDATE is not supported by the far end MPLR30070

Full details are..

Problems with blind transfer over SIP trunks.

Solution

The call would attempt to set up but the DCH messaging showed a IMSG DISC messgae with a Normal Unspecified cause, a sip trace showed the failure reason as a 488 Some aspect of the session description or the Request-URI is not acceptable

plugin 501 was used but still the problem existed.

Checked security settings, MSEC was set to YES.
but MSSD (media security system default) is set to
MSNV (media security never)
It seems as if encryption is turned on but then programmed not to be used.

Checked the SIP trunks and they had their CLS set to MSBT
(media security best effort).

Changed the CLS on the sip trunk to MSNV (media security never)


Firebird Scrambler
Nortel and Avaya Meridian 1 / Succession and BCM / Norstar Programmer

Very advance high level knowledge on the Linux BCM phone system.

Website

http://somertel.myfreesites.net