IPOCC Dialer Campaign Problems

[vladcbv]

Hy guys,

I hope I can get some hints from you on what to do because this issue is killing me..

Deployment:
IPO 9.1.7 - will do upgrade soon
IPOCC 9.1.8

Client is only handeling outbound calls 95% of cases..
Here are the System settings

There are 6 agents , each agent with it's own Agent group - because they have their own campaigns. there are also groups with multiple agents.

So for 6 agents, dial factor of 3 that means ipo is doing a max of 18 calls if all agents are free. the license for sip trunks is 20 ..
I have also checked the VEA settings in IPOCC and made sure that the MaxCountOfDialingDevices 70% and MaxCountOfWaitqueueDevices 40% - which i think is enough.

Problem :
All is good but at one point the system slowly stops making calls to the point that there are all agents available but no calls going out.

What I noticed in TTRace Dialer Log :

A5277c 15:08:11.730 TC_Error ODTopicDialler(Main_topic): timeout 45s! No HCS_INITIATED event received for cj=6336/781913589401e600
A5278c 15:08:11.730 TC_Error ODTopicDialler(Main_topic): timeout 45s! No HCS_INITIATED event received for cj=984/2823135894018007
A5279c 15:08:11.730 TC_Error ODTopicDialler(Main_topic): timeout 45s! No HCS_INITIATED event received for cj=6907/3ddd11589401b401
A5280c 15:08:11.730 TC_Error ODTopicDialler(Main_topic): timeout 45s! No HCS_INITIATED event received for cj=12237/b0ec115894019412
A5281c 15:08:11.730 TC_Error ODTopicDialler(Main_topic): timeout 45s! No HCS_INITIATED event received for cj=9074/39ec115894019407
A5309c 15:08:13.735 TC_General deutsche1: Initiating no=00491749345223; cj=6337/781913589401ea00
A5310c 15:08:13.735 TC_General Main1: Initiating no=004944871578; cj=987/2823135894018407
A5332c 15:08:15.740 TC_Error ODTopicDialler(Franceza_topic): timeout 45s! No HCS_INITIATED event received for cj=4691/dddc115894019c00
A5351c 15:08:17.747 TC_General Wixtunfr: Initiating no=0041218812664; cj=6576/dddc115894013a00
A5385c 15:08:29.779 TC_Error ODTopicDialler(Franceza_topic): timeout 45s! No HCS_INITIATED event received for cj=4699/dddc11589401b500
A5387c 15:08:31.786 TC_Error ODTopicDialler(Main_topic): timeout 45s! No HCS_INITIATED event received for cj=11963/61dc115894013a07
A5388c 15:08:31.786 TC_Error ODTopicDialler(Main_topic): timeout 45s! No HCS_INITIATED event received for cj=8953/781913589401e800
A5389c 15:08:31.786 TC_Error ODTopicDialler(Main_topic): timeout 45s! No HCS_INITIATED event received for cj=985/2823135894018207
A5390c 15:08:31.786 TC_General Wixtunfr: Initiating no=0041216128284; cj=12340/dddc115894010d01


After I restart watchdog everything works ok for another 3-4hours or so when the problem occurs again.

Also there are some calls where there is no audio. parties keep saying "hello, hello" but cannot hear eachother..

Any ideas ?

Regards,
Vlad C.

 

[janni78]

This is a pretty complex case, so many things could be causing it so it's hard to tell without seeing the system.

Have tried running it through Avaya Support?

"Trying is the first step to failure..." - Homer

 

[vladcbv]

I am talking with them about this for 1 week now.. no conclusive answer.. they told me to do a hardware upgrade.. so i did.. same problmem..

 

[janni78]

Hardware upgrade? What's it running on?

"Trying is the first step to failure..." - Homer

 

[janni78]

Can you post your dialer Task Flow?

"Trying is the first step to failure..." - Homer

 

[vladcbv]

I was running on 8gb RAM .. i put another 8gb.

There are multiple taskflow for dialer..

they look like this

Topic - > Free agent ? - if yes go to group if no drop call - very simple and basic

Should i simply connect the topic - > agent group ? hmm :-??

 

[janni78]

You don't wanna drop a call in a Dialer taskflow.

This describes what should happen if the dialer has a customer on the other end.


"Trying is the first step to failure..." - Homer

 

[vladcbv]

Why janni78?

The customer wants to call a lot of numbers, if one answer it conects it to the agent and for the others she dosen't care. calls can be dropped.
Are you saying this because there might create an issue in the dialer functionality or just because it is not such a customer satisfaction aproach?

Maybe I am not understanding the role of a taskflow for a dialer topic.. :-?