Dead Air calls on CS1000M System

[bliemsgirl]

We have a cs1000m system that is running Symposium and also runs with a MPS500 system.
Daily we receive about 20-30 dead air calls.
Any ideas on the different things we can check? Any advice will be greatly appreciated.

 

[Tman45]

Hmmmm ... first I would likely check reporting to see if they could be abandoned calls. Perhaps the customer is getting tired of waiting and they hang up right as the call is being presented.
Perhaps it is one way audio where the customer can hear the agent but the agent cannot hear (or vice versa).
Have you done any patching lately? Perhaps there is a patch that addresses an intermittent issue.
Without more info this is hard to answer.
Certain time of day/day of week?
During Busy/Slow time?
Any possible network issues during these events?
Any errors reported in the PBX history?
Is this occuring on ANY phone or is it a select group?

 

[johnpoole]

add a trac key to the stations that are getting the calls.. that will give you the route and member.. see if it's related to a single trunk or trunk group.. find out if the person can put the callon hold, that will prove that the switch did not see the far end disconnet..

when i had a simular probelem here with one dept i had agents transfer the call to me.. it turned out to be one voip provider that had some bandwidth problems..

john poole
bellsouth business
columbia,sc

 

[bliemsgirl]

Thanks for the reply Tman, I will need to check the details about the time of day etc.
There has been no recent patching done on any of the systems involved and also no errors reported on the PBX either.
It also seems that only the call center floor has this issue and its across the whole floor that the calls appear and not to one single phoneset.

 

[bliemsgirl]

Thanks John,

How is the trac key added to the phoneset?
We are using i2050's sets on the Call center floor.

I will also have the agents to a test with putting the dead air calls on hold and see what the results are. What would be the solution if this is the case?

 

[SSJVirus007]

Is this issue only happen on ACD calls, normal DN calls from these I2050 are ok? Could be a bad DSP port.

 

[johnpoole]

on 3000 series you just add cls mcta and key x trc, i don't have i2250's to test on.. nect best would be to have the agent transfer the call to your number then press a trc key, assuming you have a 2000 or 3000 series.. i do have trc keys on ip sets.. when anyone presses a trc key you get one line on all system terms.

MCE CUST00  RM008 045     *TN056 0 14 14

that trace come from route 8 member 45 to my tn.. if i ld 21 ltm route 8 i get the tn. if the calls are from one pri or one group i can began to isolate the trouble.. it's always hard to trouble shoot any problem you can not duplicate..

john poole
bellsouth business
columbia,sc

 

[Reusser]

I2050 phones experiancing dead air could be DSP problem - best thing to do is transfer call to a TDM phone. If you get audio back problem will either be DSP or network.

If still not voice path - problem will be trunk or telco.

then if you can hold call long enough, do a trace from LD 80. If DSP you will have the DSP port used, if trunk you will have the trunk used.

 

[bliemsgirl]

Ok I am not known at all with DSP Issues, guess I will have to look into that a little more.
we will run different kinds of tests on the call center floor and see what we get as results.