Anthony Squires
Technical User
Incoming telephone calls to various call center sites are experiencing latency.
Example: Customer dialed 18888264282 (routes to NewVoiceMedia) 1/2/20 @ 9:13am CST Caller ID of caller: 740-695-5984. Call came to 4022558570 (routes to DTN Avaya), but agent did not hear the rings, and the NewVoiceMedia system shows it rang 20 seconds and put him in an erred state. Call redirected in NVM and once he became available again it rang through to him.
Example: Customer dialed 18888264282 (routes to NewVoiceMedia) 1/2/20 @ 9:13am CST Caller ID of caller: 740-695-5984. Call came to 4022558570 (routes to DTN Avaya), but agent did not hear the rings, and the NewVoiceMedia system shows it rang 20 seconds and put him in an erred state. Call redirected in NVM and once he became available again it rang through to him.