Calls dropping

[DMilden]

Customer has a MICS with fiber trunk expansion and a callpilot 150 with basic acd. I am unsure of versions at this point, will snag when I goto site.

Problem they are having is they are getting dropped calls. The calls hit the acd and routed but when the agent picks up the phone they hear the disconnect and the call is no longer there. The customer never gets disconnected but instead is directed to another agent. (According to customer, haven't seen this yet).

They have 8 or 9 lines on system and I have tested every line calling them directly and am unable to recreate the issue. Customer also has a 1888 number. I decided to try that out and thats when I started getting the dropped calls. So logically I figured there is a problem between 1888 number and the point 2 number.

Verzion has been and site and testing for over a month and came back to them telling them its an equipment problem. I am looking for suggestions on how this could be an equipment problem or how I could prove that it really is verizons problem.

Thanks in advanced.

 

[RikRodgers]

I'd take a look at prime line for the sets. Either set it to none, or int. I've never had that trouble, but it's the only thing I can think of that might cause a conflict.

 

[SupportDude]

Sounds like an issue in the Call Center.
Check the version of the CallPilot.
If its not 31.10.31.22, upgrade.

Check to make sure a Norstar feature, like CFNA, is not contending for the call. The timer that controls the timeouts for the queue is the transfer callback timer. This timer should be lower than any CFNA configured on an agent set.



-SD-

http://www.mysupportguy.net

 

[DMilden]

Ok I got the version numbers:

MICS DR 7.0
Callpilot 150 30.00.72.22

@RikRodgers - the prime line for all the sets is pool A but I dont really see any reason why this would cause an issue with dropped calls. If the call rings the set and the agent answers it automatically picks up on the ringing line.

@SupportDude - For some reason it seems all the sets have voicemail and are programmed to goto mail after 4 rings. The transfer callback timer is also set for 4 rings. I could see this being a possible conflict if the sets rang for 4 rings and happened on every line. The agents are picking up these calls at 2 rings at most and as I stated ealier the dropped calls are only happening when a caller calls in on the 1888 number. If any call comes in directly on one of their lines it works just fine.

We have calls in with telco and such and still trying to figure out why its only on the 1888 number and how it could be an equipment issue.

Thanks for the tips anymore would also be appreciated.

 

[SupportDude]

Very strange that it only happens on the 888 number, but the fact that the call is returned to the queue is most interesting. To me, that would indicate that the Call Center thinks the agent set was "Not Ready" or the time to answer the call (transfer callback timer) expired.
Does the Call Center put the agent into a "Not Ready" state when it puts the call back in queue?

I would still suggest upgrading the CallPilot s/w.
It's really simple if you have a PC that accepts a PCMCIA card.

-SD-

http://www.mysupportguy.net

 

[DMilden]

Well we found out after some testing that the call is never really dropped or sent back to queue. What is happening is when you call in on the 1888 number the caller doesnt hear anything on their end, not even ringing. When the agent answers he doesnt hear anything at all either, just dead air. We managed to call in and was standing next to the agent that got our call and as long as neither one of us hung up the call stayed connected there just wasn't any voice path back and forth. As soon as one of us hung up then the call got disconnected. I'm pretty positive its a telco issue now. Thanks for your help.

 

[SupportDude]

Good testing!
That definitely explains why its only the 888 number.

You're welcome.
Glad to help!

-SD-

http://www.mysupportguy.net