Ghost calls or phantom calls

[RGarcia87]

Currently Sprint is trying to tackle a problem where callers are being disconnected as soon as they are queued. If no calls are in queue the agent answers the call but hears no one on the other end and the call drops or the call drops if there are calls in queue. How can I get the number of phantom calls on a report?

 

[ctr999]

Check your hunt group form and make sure you have Queueing set up. Queue? must be set to Y(es) and you must have a queue length (the 100 below).

HUNT GROUP

Group Number: 2 ACD? y
Group Name: xxxxx Queue? y
Group Extension: 23002 Vector? y
Group Type: ead-mia
TN: 1
COR: 1 MM Early Answer? n
Security Code:
ISDN Caller Display:

Queue Length: 100
Calls Warning Threshold: 1 Port:
Time Warning Threshold: 20 Port:

 

[ctr999]

Sorry, I hit accidentally hit post. The Queue length value is the number of calls that the switch will queue to that skill (if you hadn't figured that out.

Good Luck

 

[RGarcia87]

Everything is ok in the hunt form. Some calls are able to get through. Calls are even getting dropped when there are no calls in queue.

Do you know anything about tracking these short calls in a report?

 

[ctr999]

What does your vector look like?

 

[RGarcia87]

The vector is fine. I dial the vdn and get through each time. The issue is with our carrier. I'm just trying to find a report that will track the number of "short calls".

 

[ctr999]

Sorry, I have had problems similar to what you are describing and there was a problem in the hunt group and vector programming.

I do not know of a report that tracks "short calls" specifically. If you have CMS you could: look at the inbound trunk group, VDN, or Vector reports. If you have a CDR system, you may be able to pull some information from that.

What exactly are you trying to see when you track the calls, the number of inbound, duration, what?

 

[telcoguy]

Looks like a signalling problem..
got PRI?
Look for TDM bus errors in combination with signalling outages, when you do a 'disp err'.



Rob

 

[RGarcia87]

What is the error type number for a TDM Bus error?

 

[netcon1]

Another item to check would be the
list measurements ds1 log 01axx
or
list measurements ds1 summary 01axx
where 01axx is the DS1 card.

Are there any slips, errors or anything other than 0's?

Check the disp sync form and if it is a PRI circuit, is the main sync source the DS1 card?

Are your customers getting clicking on the line?
This is an indication of clock slippage.

Netcon1
(Mark if Useful!!!)

 

[defjon]

Haven't needed to use it myself but I believe 'list measurement aca' lists any 'short' calls...i.e. under 10 secs. This should at least give you numbers?