IP softphone & service link

[Arklite]

I have agents that use Ip softphone to receive calls. They use
telecommuter mode and there sales calls are recorded on Witness line side recorders.
The problem is around the service-link, when an agent finishes a call the service-link remains open for 10 seconds ( this is incase its needed for a second call according to the Avaya manuals).
However because this stays open the witness dosent see the original call as dropped so carries on recording.This wouldnt be a problem with one or two agents but I have 200 so the witness .db are becoming clogged.
So, my question is can the 10 sec timer on the sevice-link be turned off, or reduced to to 1 or 2 seconds?

any other ideas to overcome this would be appreciated.

 

[Arklite]

Ok so I'll take that, as no one having a clue then?

 

[wildcard100001]

I use Witness with IP agent on one of the programs that I work on... We don't have this problem. In testing, I did use the IP softphone, I also did not encounter this... though we did not test the IP softphone extensively.

Is Witness listening to the lead hunt group extension via a CTI link that the agents are logged into?

Can you specify how eQB is setup (getting events from the PBX)?

I would think the service link terminates when the call terminates.

Just a guess... but I bet the agents are letting the customer hang up... then not releasing the call either from the phone they are using or the IP softphone application and letting it time out. Could you be recording this time out?

Thanks,

Wildcard

 

[Arklite]

Wildcard

The Voice recorder is listening to the agent on the line side,
I have spoken with agents and there is a mixed response some agents hang the call others say the caller hangs up, But the
result is the same.

I traced a few calls into some agents and the service-link on every call remained opn for 10 seconds after the call terminated by agent or caller?

We upgraded to CM 3.1.1 on advice from Avaya but the issue remains.