Dead Silence and then Voicemail

[Shivrohi]

HI All

Apprecaite your support again !!! I came across an issue where cI am hearing are hearing 10 seconds long dead silence and then call goes to voicemail. A Randowm call would think if the call is not connected and would hang up the call after 3-4 seconds. Following is the mail from one of our agent who described the issue :

I did a test this morning with one of my agent. She placed her phone on “not ready”. I called her direct line and we were on our cell phones during this call.
On my end as the caller – The phone did not ring – there was no sound for approximately 10 seconds – then her vmail message was presented.
For Agent – Immediately she was presented with short 2 second beep – she could also see on the display screen of her soft phone that there was a call waiting.
As a caller – would have assumed there was something wrong with the phone and I would have hung up the phone after 2 - 3 seconds.


Could you please help me and guide me whare and what to check to rectify the issue ?


Regards

 

[bignose21]

what is the phone type IP or Digital? do you get the same if you call the same user internally?

 

[Shivrohi]

Agents are using soft phone 2050 PC, and I dont hear that, but as checked, most of the caller experience 10 secs of long silence when they call on the numbers.

 

[KCFLHRC]

So the caller heard no ring back tone? And then all of a sudden the caller heard her voice mail come on? What kind of phone were you calling from when this happened? Internal call from set a to set b which is ACD? Need to know if this was internal to internal or external to internal call. Not Ready has no affect on extension calls, only ACD. MSB should send the extension calls directly to the FDN destination

 

[Shivrohi]

Yes, callers hear no ring tone and It happens with mostly external to internal call.

 

[janaya]

What types of trunks? SIP? If SIP, on the SBC, there should be an option to deliver ringback when someone calls into your site. We had this Sipera and Audiocodes.

John Anaya
Amdocs Inc.
ACSS/ACIS - CS1000 Rls 7.5/Call Pilot 5
ACSS/ACIS - SME - IP Office 8.0
APSS/APDS - Avaya UC Services

Public Profile

http://www.linkedin.com/pub/john-anaya/25/1b9/a9b/

 

[KCFLHRC]

Yep, exactly what I was thinking. Or the Telco is not providing ring back. If you get ring back internally it's not the PBX

 

[Shivrohi]

The numbers are on the SIP Trunk. And could you please tell me where in SBC I can adjust/look for the option to deliver ringback.

Or is there any settings where in we can adjust the silence time for 10 seconds to 5 seconds or less.

 

[KCFLHRC]

The silence time you are hearing is the forward no answer timer. I bet if you put that ACD phone in MSB it will forward automatically to VM and there will be no dead air time. I personally do not know where to set ring back in the SBC. Probably will depend on what type of SBC you are using

 

[janaya]

exactly. What kind of SBC are you using. You need to look at your trunk configuration to check if ringback is set/allowed. In the Audiocodes, by default, it is set to no. We had to change to yes.

John Anaya
Amdocs Inc.
ACSS/ACIS - CS1000 Rls 7.5/Call Pilot 5
ACSS/ACIS - SME - IP Office 8.0
APSS/APDS - Avaya UC Services

Public Profile

http://www.linkedin.com/pub/john-anaya/25/1b9/a9b/