intermittent problem transferring call out

[NewbieCarol]

Occasionally we transfer calls to a VDN extension which in turn routes the call out to a "800" number in another state. There have been a hand full of times when the employee has the call on the line, hits the transfer button, dials the vdn extension and then hits the transfer button again to release the call. The problem is, the call doesn't transfer. It just stays on the line. This happened today and we had the employee transfer the call to my coworker to see if she could transfer it out. No luck. This is only happens once in awhile but it's driving me crazy. The only thing I can think of is that all of our outgoing lines are busy at that precise moment. Anybody have any ideas?

 

[Phoneman2]

Do the all the phones have three call appearances? Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[NewbieCarol]

She only has two call appearances on the phone she logs into with an Agent ID but she doesn't have a problem transferring at other times.

 

[BHodgins]

I've seen this happen too and it drives me crazy. It seems you can conference okay, but not transfer cold. The COR does allow for off-network transfers. It only happens infrequently.

I've got a G3r running v. 8.3

 

[cyberon]

Did you check if these calls that fail come into the Switch from a different location, like VDN or Trunk? Just verifying you have cross-referenced all COR and TN that may effect this. This anomaly can be caused by more than one problem.

 

[Billy4888]

If you are routing the VDN to the Toll Free number through vectoring, then something that may be helpful in diagnosing the problem is if you use the "display events" command and check to see what errors have been reported from the vector associated with the VDN. If calls are being blocked because of some types of trunk or queuing problems, you will be able to see them on this report. Hope this helps.

 

[NewbieCarol]

Thanks everyone for the ideas, some very good ones at that. I will look at each of these to see what I can find. I'll let you know. Happy Holidays!

Carol

 

[NewbieCarol]

ok, i've run the Display Events but now i need to know what documentation Avaya provides that describes the Event Types and Event Data.

thanks,
carol

 

[G van Hamburg]

We had this problem with toll free numbers because they missed the needed connect message to the Definity.

Now are provider changed this but before that we solved it by changing the parameters of the trunkgroup.

(trunk to trunk transfer supervision incoming and outgoing to yes)

Watch out for trunk lockups!! Plan your work............Work your plan