Dead air on inbound calls

[hortonhearsawho]

Hi,

is there some type of limitation that would cause for dead air on inbound and outbound calls. Agent would pick up the call and they would hear dead air. Would this be a resource issue or limitation that we are hitting somewhere on the pbx?

Thanks.

 

[telecomturner]

What does the agent use for a phone? Is it a tdm or IP device? If there are IP/network components in the call path, you need to check some of those parts. It could be a setting on a port. Make sure port is coded correctly. There could be an issue with a DSP/medpro resource. There are multiple resources on a single board so you may need to make lots of test calls to isolated an issue like this.

Does this happen to everyone or just agents? Is the agent using a hard phone or client softwar to answer calls.

Tracing test calls is one place to start.

 

[hortonhearsawho]

hi telecomturner. agents are using callmaster 3,4,5 digital phones and it is tdm. i thought it was a bad digital station board but no luck. it is about 30% of all the calls only on this one particular campaign which is weird. I moved the agents and no luck. Still same issue on the same campaign. Could it be a vdn, vector, hunt group programming thing? it just started to happen all of a sudden. would the upgrading of the medpro software be an issue?

 

[RKSahoo]

Dead air in calls mostly by Medpro or congestion/ long path in network. Since you mentioned you have upgraded the medpro try reverting the FW of medpro.

By the way which medpro you are using? TN? HW? FW?

 

[hortonhearsawho]

Hi I'm using a tn2602ap, hw08 and fw041. Is there any known
issues with this board?

 

[telecomturner]

If the dead air calls are related to the "same campaign",
(what does that mean) I would trace calls related to that.

Have you been able to make test calls and recreate issue? If yes, tracing these calls should point to the issue.

do the command "list trace" and help and you will see the choices for tracing calls.

 

[nohuhu]

hortonhearsawho,

i would also recommend not to avoid using 'disp events' command, it can give you a wealth of data for troubleshooting.