Can't hear caller on an ACD call.

[pcutler]

We have an Option 11C with release 25 software and we are having a problem with one of our ACD queues.

Occasionally, an agent will receive a call from the queue. When the call is answered, neither the agent not the caller can hear one another. If both stay on the line for 10-12 seconds, the problem goes away and they can hear OK.

Anyone have any ideas?

Thanks

Peter.

 

[rhack5565]

Is the caller front ended by an IVR and then transferred into the queue? If this is the case, maybe the IVR is doing a supervised transfer and is taking too long to complete the transfer.

Just an idea.

 

[pcutler]

Hi,

Thanks for the response.

I’m not sure what an IVR is, but you do need to go through a Meridian Mail Automated Attendant to get to this queue.

If an IVR is the same as the Automated Attendant, how can I adjust the length of time the transfer takes?

Thanks.

Peter.

 

[Guest_imported]

You might have a bad port in your meidian mail

 

[rhack5565]

You can't adjust the time on the Mail transfer. Mer Mail is usually prety efficient performing blind transfers. As Bruceshow said, check your ports.