Dialer to PBX problem 1

[dcrocker22754]

I have a situation. Outbound call center has a dialer connected directly to LEC via 9 T1's. Agents log into a queue that presents the calls to them once answered by the far end. Until now, I have been getting complaints that the agents are on the call and the call drops from the dialer queue, they have to then log back into the queue. The problem is intermittent and I never see error messages related to the calls dropping. This is causing a frustration with the call center manager and with me because I can't give the call center a reasonable explanation as to why the calls are dropping. The dialer is an Intervoice and the PBX is Meridian 1 on rls 23.55. I am running CCR and MAX w Meridian Link..Stop laughing...I said stop laughing...I am building character in my self.

Benjamin Crawford

 

[johnpoole]

well, mr crawford, still trying not to laugh, the only line is "the agent has to log in.. are you using 2216's? (pls don't say 2317's) i have had the 2216 see a dropped call duringtransfer look like a headset unplug in the older rls switches.. there was a patch for that. it only happened with homl yes in the acd group.. no errors on the switch is a problem, with the entc command turned on for a few hours to a single set, can you catch the problem on the screen// not a great way to trouble shoot, but unless you can duplicate the problem, it may be your only choice.. most of those calls could be hangup's after answer supervision, that is my response when i get a call from an ivr. that does not help with the problem.. do you have access to an older t-bird? those would let you voice monitor t-1 channels... maybe a trac key on some sets, but if the call is dropped, nothing to trac.. if you monitor the t1 traffic very close, maybe you can isolate it to a a single t1? do you have the log out on walk away option on your acd?

john poole
bellsouth business
columbia,sc

 

[dcrocker22754]

More inforamtion. The call center is using 2008 sets with displays...no handsets...just headsets. HOML is not the issue, headsets are never unplugged. I need to see a consistency in the phones that it is happening to...maybe if I turn on ENTC on particular phone and run the trac for a couple of hours I can see the problem occur. I just spoke to the Call Center night supervisor and she says the problem is very intermittent. I appreciate your suggestions. Will try to implement them tomorrow.

Benjamin Crawford

 

[johnpoole]

that was the patch issue, at times the transfer was mistranslated by the switch as a headset being unplugged.. i do not have the patch number but had the same problem, with a dialer interface, years back

john poole
bellsouth business
columbia,sc

 

[dcrocker22754]

Thanks John. Since this sw is no longer supported or at least is on the soon to be retired list I will see if I can locate the patch and see if I can get it installed. I used to work for BellSouth in Louisiana back in the 90's. Good to see you on here. Are you with the tech support group? Holley Hance, Rick Hagan and that bunch?

Benjamin Crawford
Presidio Corp
Richmond, VA

 

[johnpoole]

yes i know those guys, i talked to rick about a month ago. been in schools with a lot of our tech support guys, they are not a bad bunch.. i call them maybe once a year, and it's usually a patch i can't find. then we both get to wait for that quick response from nortel.. we have some of the best tech support in the game, they just need a few more people in the que, like all providers, more with less.. they preach service but live by the bottom line.

john poole
bellsouth business
columbia,sc