Held calls transferring to random time slots

[jasidija]

We have a haunting issue with calls on hold – just wondering if anybody else has ran across this…

Not release specific.

We have callers who, when placed on hold, are sometimes ‘transferred’ out of hold and into another talk path.

Nortel is calling this “Cross-connect” (Not ‘cross-talk’ - because the party can not talk to the introduced party).

Whether the caller is in queue, or has been placed on hold – once in awhile, they will stop hearing hold music and suddenly start hearing another conversation (also taking place in the same PBX). They can not be heard – the other two parties talking to each other do not know they are being observed.

Sometimes the caller can only hear one side of the introduced conversation.

When the caller has been placed on hold by one of our users and this happens, it appears to the user that the caller hung up – the connection drops from their phone.

Ever seen this? Better yet – ever seen it and been able to resolve it?

We’ve got Nortel adding patches that don’t work and unable to diagnose root cause.

 

[tnphoneman]

Large system or small system? At least give us a release range.

 

[jasidija]

Ah, yes...
CS1000M Rls 4.5

 

[johnpoole]

do you have any apps running.. symposium etc... 1st post with this problem.. could be a bad conf card or a strange mus trunk... i saw one years back where all the on hold parties could talk... trouble happened after a power outage. that one was a bad trunk (mus trunk) card

john poole
bellsouth business
columbia,sc

 

[jasidija]

We do have Symposium (now CCMS) running. But as far as I can tell, it doesn't matter if the caller is holding in a queue, or if some non-ACD user puts the caller on hold.

I've been suspecting the conf card. but everybody on site wants to troubleshoot software.

I'll take a look at our trunk cards. Thanks

 

[TDMtek]

“not release specific”
How do you know that?
Has this been a long term issue or did it show up after some sort of work?

I believe we saw a thread about calls on hold hearing other conversations a few days ago, that person was sure that his issue started after MOH installation.

 

[Triton101]

1000M Half group? Single Group or Muli Group?

DID calls only?

Had something like that years ago, had a switch that had water dripping on it (hard to spot) from an AC Vent, no one noticed for a while.... then one of our techs started looking at everything and noticed the water....