Ghost call stuck in system 1

[smetse]

Below is the complaint I got from a call center agent. It is not the first time already.
Please let me know if anybody has experienced something like that and how to fix it.
T hanks.

We are getting a RONA call we cant hang up on again. The customer has already been helped, and ended the call. I put the RONA call on hold and called the customer's number. The line did not answer, but when I came back to the call on hold, the customer asked why I was calling him back, and was confused as to why I was on the line. It appears our system did not register the disconnect, and then we tried to hang up on the dead line, it came right back into the first avalible gatekeeper's phone.

 

[smetse]

Anybody can help me please (see below)?

 

[SF0751]

Why was the RONA call put on hold? How are you trying to disconnect the call - try using a "drop call" button.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[smetse]

Susan, the "drop call" button doesn't work.
The call center agents are getting crazy.

How can they hang up those calls?
Anybody knows?

 

[nickd87]

Are you sure it's just RONA's this is happening to?

Are your disconnect supervision settings correct on the trunk-group form?

If so, call Avaya - it sounds like a software problem.

 

[nickd87]

Also, I meant to mention to check if you have something in the VDN form for "Return Destination" - if so, you might want to get rid of it.

 

[smetse]

nickd87,
Seems like all stuck calls so far have been RONA iLok.
RONA iLok VDN is 46212.
"Return Destination" in that VDN is 46212. It this the problem?

Disconnect Supervision settings for that trunk group:
In? y Out? n

 

[nickd87]

Yes, that is absolutely the problem.

The "Return Destination" setting sends the call to the extension that is entered in there whenever the call is attempted to be dropped. This is why, when your agents are trying to hang up, it keeps on coming back into the RONA VDN.

Make your "Return Destination" field blank and your problem will go away immediately.