Dropped Calls

[mlevine]

I figure that you guys are on a roll assisting a newbie. I also have this other quibble with our 81. I have a issue that jumps from person to person everyday... (mutliple people really)

When a call comes into the queue.. the Rep answers it... but they hear nothing... and then the call drops. Then on average it does this 3 to 4 more times in a row until a actual call comes in.

This behavior never shows a "short call" on their session, but I have a feeling this might have something to do with the ACD MAX, or our tie lines.

One theory I have is, when someone calls into the queue.. they hang up before a rep answers, but the queue hangs on. SO when the bubble reaches the rep... it "pops", and the next call does this... with the assumption the next bubble is in line.

Just want to hear any theories of where I should start to look first. (The physical phones are fine.)

Many thanks in this long winded statement.

 

[acewarlock]

I have seen where a telemarketer calls your numbers in sequence and drops line before agent can answer.

 

[Reusser]

you may also have a bad trunk. If your calls are coming in round robin, whenever a caller hits that trunk - there is no call path or only one way call path. Use the maintenance set to test all trunks and this theory. also - do the callers notice the display - route/trunk info?

 

[mlevine]

Ace, wouldn't be surprised.. our faxes are having a field day.

Ruesser, yes, we have it so the trunk lines are displayed. I have had users in the past try to trace them down. A lot of the times the calls drop so fast, the number isn't displayed for long. And from the people that did log those numbers... I sent those numbers to my head telecom guy.. never heard much back from him. Anything I would/could do to test those trunks if I find a "bad" one?

Thanks guys....

 

[Reusser]

I have seen trunks with no voice path and one way voice path. i have always called my telco provider with the number of the trunk with the problem and they usually replace a card somewhere in the co.

 

[M1chael]

I had the same problem. Not only did I replace the DDP cards, I went as far to have MCI re route the DNIS from inbound T1's, to our outbound T1's; with no luck. Took problem to Nortel, who had me replace the DDP cards with NT5D12AG RLS 04, or newer. After that, problem went away.

Hope this helps.