Definity Syntellect IVR Question

[earnshaw]

We are currently installing a Syntellect IVR. the connection from the Definity to the IVR is a T1 (24 channel, 120=ohm) ds1 card dip switches have been changed to reflect this. connection is set as DS1FD stations with the signaling as robbed bit etc... all this is correct. cable between the boxes is crossed over.

When you do a test call calling the ds1FD station the call goes to the IVR and works but when you hang up I have been told by the syntellect engineer that the definity is not allowing the IVR enough time to send back a confirmation. this is leaving the channel open..

does anyone know if this time delaycan be changed or should be changed. The syntellect box is using acculab cards not dialogic

any thoughts would be appreciated

cheers jay

 

[earnshaw]

Don't worry now fixed ! Thanks

 

[admsr]

can you share how this was fixed? same problem!!!!!

Alex.

 

[JBantz]

I am curious too. We have Syntelect IVRs and are having some odd problems too.

Our businesses require that our IVR provide them the account number of the caller when it transfers out. We are not CTI enabled so we are using whisper messages. Once a caller in our IVR chooses to speak to a live agent, the IVR will do a hook flash, dial a VDN to reach an agent, then play a message prompting the live agent to press 1 to finish the transfer of the call. Once the Agent presses 1, the IVR will speak the customer number of the caller and then complete the transfer.

Since we doing a hook flash transfer from the IVR, we are not able to using the Converse-on step to deliver calls to our IVR, rather we have channelized our IVR by Application and queue the calls to a skill for delivery. Each IVR channel is a DS1FD, and has an associated ACD login ID configured to auto-login.

On several of my IVR transfers, the IVR is starting the whisper message before the live agent answers the call and presses 1. We have determined that this is not a timeout issue as it happens when there are no callers in the target queue at the time of the transfers.

Out IVRs used Dialogic boards.

Any help would be greatly appreciated.

Thanks
JBantz

 

[earnshaw]

We are still having some problems with our IVR DS1FD stations that Syntellect are looking into. The problem we have is that agents are being logged out of the ds1fd stations all the time. You can log the agents back in but it is a pain to keep monitoring. We tried to install a new Java client on the IVR which we thought fixed the problem but it started happening again. I will be on their case this week again and will keep you updated with any progress. I have a feeling that they have a patch that may have been released to fix the problem.

many thanks

jason

 

[JBantz]

We are also issues with channels logging out like that. We find that sometimes after the ACD agent is logged off of the DS1FD, the station will still answer the call if dialed directly, but often the station its self will ring no answer and only a reboot of the IVR will reset this channel. We have started rebooting our IVR every few days to help with the symptoms of this problem, however it is not a cure.

 

[earnshaw]

Stopping and starting the vista application on the server rather than rebooting the whole server seems to work ok for us. You can also use the CTI server to log the agents back in manualy using the control tester under the vista start menu. How long have you had your IVR and this problem for.

cheers Jason

 

[earnshaw]

sorry just seen your previous post that you dont use CTI. It seems as though you use the IVR to play the account number to the agent. If the agent is required to press 1 to listen to the account number I would have to say that the IVR is playing it without the agent pressing 1 and it would be an IVR problem.

I will keep you updated on how we get with sysntellect as to how to fix teh problem

cheers jason

 

[earnshaw]

We have had a new Java client loaded onto one of our servers that seems to have stopped the IVR agents from logging out on that server. This has been ok for a day so far but I will keep you updated

many thanks

jason

 

[JBantz]

We would love to use CTI to deliver the account information to the agents, but unfortunately the first two phases of our project did not have the money for CTI. We are planning on CTI in the next phase of our IVR project. It will solve several things such as the whisper issue and also allow us to use the Converse-on step to get calls to the IVR rather than a basic channelized approach.

Our problems started about two or three months ago. They started at about the same time that our IVR vendor rolled out an updated version of our application. We have two Syntelect IVRs. They are physically located in separate states but on the same G3 phone system (we have our PPN and several EPNs in our main office here, and 2 EPNs in one of our offices in another state connected via ATM). The IVR here is using the whisper method of delivering the account info to the agent, but I have not had any reports of failures from the agents here. The IVRs are identical releases of the Syntelect software and have the same hardware. The applications IVR applications on them are different, but the OS, Syntelect software and any other supporting software are supposed to be the same. They have 2 Dialogic dual T1 cards in each server.

The only other thing I can think of that is different in comparing the IVRs is that on the one that is experiencing the problems, we have setup our channels with progressive skill levels so I can better judge the number of channels that I truly need for each application with my IVR in this configuration. Example, I have one application that I have allocated 16 channels evenly across two T1s to answer. On the I set each channel up with the corresponding skill at an increasing level, so IVR channel 1 has skill A, level 1. Channel 2 has Skill A, level 2 and so on. By doing this my intent was to be able to look at the number of calls each agent (channel) answered on a daily, weekly, monthly or even interval basis through CMS and trend the number of times that we reached the higher skill level channels. My thought was that if we had 16 channels, each with a skill level ranging 1-16, we should only reach the channels with the higher skill levels if all of the other channels with skill levels lower than theirs are busy. I then put daily stats into an Excel spreadsheet and graphed it so we could see how many times we reached the later channels. By doing this, I am creating a situation where the majority of our traffic is going into the IVR on one T1, and not being spaced evenly across all of our channels. Could we be overloading the Dialogic T1 card? I am not currently using all of the channels on each T1. I have reserved several channels for a new application that we are rolling our in mid August.

I will look into the Vista tip!!! Thanks.

JBANTZ