hi there,
hoping someone may have seen the same issue below and provide some advice.
i have a different disconnection delay depending if the caller disconnects (5 seconds) or if the agent disconnects (3 seconds). We would like the delays to be the same at just 3 seconds, thus saving 2 seconds for caller disconnections (10,000 calls per week... this adds up).
We observe this issue very easily because the agents are in a Call Forcing environment. If the caller disconnects the next call arives in 5 seconds. If the agent disconnects the next call arives in 3 seconds.
The primary script does not have any delays that should introduce this behaviour.
The Call Forcing configuration is set with Call Forcing delay of 0 seconds, and After Call Break Timer of 0 seconds also. Thus neither of these items should cause the issues as I understand it (a ACBT of 0 seconds is very unusual as I understand it so it did cross my mind that although this is set at 0 seconds that a default may override this setting due to it being too low).
I am checking if there is malicious call trace enabled... I assume this could well introduce a longer delay if the caller disconnects compared to the agent.
I have heard that ISDN call clear timers could cause this issue. I have yet to delve into this area.
Interestingly, I know of several other unrelated Nortel Symposium and CS1000 systems and different companies on different software versions that show the identical behaviour (all have call forcing environments however)!!! The only thing identical across the different environments is the provider of the ISDN lines, so this makes me think the call clear timers could be the issue.
Any thoughts or similar experiences out there?
hoping someone may have seen the same issue below and provide some advice.
i have a different disconnection delay depending if the caller disconnects (5 seconds) or if the agent disconnects (3 seconds). We would like the delays to be the same at just 3 seconds, thus saving 2 seconds for caller disconnections (10,000 calls per week... this adds up).
We observe this issue very easily because the agents are in a Call Forcing environment. If the caller disconnects the next call arives in 5 seconds. If the agent disconnects the next call arives in 3 seconds.
The primary script does not have any delays that should introduce this behaviour.
The Call Forcing configuration is set with Call Forcing delay of 0 seconds, and After Call Break Timer of 0 seconds also. Thus neither of these items should cause the issues as I understand it (a ACBT of 0 seconds is very unusual as I understand it so it did cross my mind that although this is set at 0 seconds that a default may override this setting due to it being too low).
I am checking if there is malicious call trace enabled... I assume this could well introduce a longer delay if the caller disconnects compared to the agent.
I have heard that ISDN call clear timers could cause this issue. I have yet to delve into this area.
Interestingly, I know of several other unrelated Nortel Symposium and CS1000 systems and different companies on different software versions that show the identical behaviour (all have call forcing environments however)!!! The only thing identical across the different environments is the provider of the ISDN lines, so this makes me think the call clear timers could be the issue.
Any thoughts or similar experiences out there?
