Ghost Calls received to ACD

[commbubba19]

I hope someone can give me some clues as to what is occurring here.

I have a Nortel Option 81c linked to Symposium ver 6. For our receptionists, we use a sales ACD/CDN environment with scripting control from Contact Center. lately, they have been stating they are getting ghost calls with no one on the other end. I had them call me when they received a call and pulled the following trace.

KEY 0 ACD TERMHOLD TN 052 0 08 06

ORIG 068 01 TIE RMBR 132 121
TERM 052 0 08 06 0 ACD 0 1029 3905
DIAL DN NONE
MAIN_PM ESTD
TALKSLOT ORIG 29 TERM 17 JUNCTOR ORIG2 TERM2
EES_DATA:
NONE
QUEU 2S
CALL ID 0 1883
NETWORK CALL ID 3500 8666


AUX

---- ISDN PRA CALL (ORIG) ----
CALL REF # = 121
BEARER CAP = VOICE
HLC =
CALL STATE = 10 ACTIVE
CALLING NO = XXXXXXXX3500 NUM_PLAN:UNKNOWN TON:NATIONAL ESN:UNKNOWN
CALLED NO = 1008965 NUM_PLANRIVATE TON:ABBREVIATED ESN:CDP
PDCA 1 PAD 0 0 PCML MU MU


Make note of the Called number and Calling number. The calling number is my outpulsed DID from another local office (I X'd out the full number for security reasons). The called number is a valid extension of 8965 which is an ACD NCFW to 0, obviously which routes to the reception skillset.

What I don't know is what the 100 is before the 8965. Is it the route number? If so i looked that up and that route I built as TIE lines to our Cisco CUCM environment. Just out of curiosity, i ran a CDR report from my CUCM and no calls were made to 8965 from the system.

Any ideas?

 

[bigindian65]

carrier type tag I believe on the 100 infront of the called number

Mato' Was'aka

 

[janaya]

But if it's a TIE line there should be no carrier tag, it is what the other site is dialing out. If it is an unknown number won't it go to the ATTD based on INT_DATA?

The Call Terminated on Looop 68. What Loop is that? If that is the Tie Line to the Cisco, check the dial plan on the Cisco to see what they are sending you.

Check if there are any IDC tables built for that route that might insert 100 in front of a dialed number.

 

[commbubba19]

janaya - you were right on. I mis read the trace. The originating call is a member of Route 132. Route 132 is a TIE between the office having the issue and the office making the call.

Still doesn't tell me where the call originated from however, just that it came from that office over the TIE line.

 

[commbubba19]

Question, is this the DN of the set making the call.

CALL ID 0 1883

 

[janaya]

No that is the Call ID

KEY 0 ACD TERMHOLD TN 052 0 08 06 ORIG 068 01 TIE RMBR 132 121 TERM 052 0 08 06 0 ACD 0 1029 3905

The call is terminating on 52-0-8-6 to ACD set with POS ID 1029.

The person making the call is the

CALLING NO = XXXXXXXX3500 NUM_PLAN:UNKNOWN TON:NATIONAL ESN:UNKNOWN

If you turn on Dchannel messagine I think the Call ID is in HEX and you can convert it to the 1883 ID, but there are call messages that will have that call ID