IPOCC Dialer Campaign problems

[vladcbv]

Hy guys,

Before anything I want to tell you that I've worked with IPO Avaya team on this for over a month now, and they said that this might be something that IPOCC dialer is causing because IPO is working as designed.

This is a small callcenter with 5 agents that are selling wine. They call from Romania to Germany, 99% of calls are outbound. It is a Power dialer with a dial factor of 4.
IPO: 9.1.8
IPOCC 9.1.8
App Server 9.1.8

On maybe 20-30% of calls the problem is that the agent can't hear the client and sometimes the client cannot hear the agent. We have captured packets from an agents phone and the sip trunk and we see RTP packets going both ways.. if we take a call and play it from wireshark we can hear the client saying Aloo, Aloo and then you can hear the agent too but very very low volume so the 1st impresion was that there is no audio.

IPO guys said hat IPO is working as designed and IPOCC guys should investigate this. Now I have opened a case to Avaya but I thought I should ask others opinion about this.

What do you guys think? Any ideeas for me? I have turned on TTrace for Chap with almost all SIP options and trying to figure out what is going on...

Thank you,
Vlad C.

 

[janni78]

I would say it's an IPO problem, sound shouldn't go through the IPOCC server when the call is connected to an agent, although you need to confirm that this is the case.

If you can do an off-hours test you can look in Monitor, Status -> RTP Streams to see how the sound is connected.

It should be connected to the IPOCC when the Power Dialer makes the call but when connected to an agent it should use direct media.

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

 

[vladcbv]

Hy,

Thanks for the reply.

I have talked right now with an IPOCC tech.
He said what you said, since the calls are connected to the agents there is no dialer issue...

I am looking now at RTP Streams from Monitor and I don't understand a thing.. how do I trace a call? and another question, the information displayed is live right? How should I use this RTP to ivnestigate my problem?


Edit: When we listen to the recording of a call we can hear the agent saying Alo Alo because she can't hear anything on the other side. But when we play the call from the wireshark trace we can hear the client and the agents voice is very low.. this is wierd..

Thank you,
Vlad C.

 

[janni78]

Seems like Monitor doesn't give much reference to the streams other than the stream ID.

But if you have a Wireshark trace from the SIP trunk port you should see the media moving from the IPOCC server to the agents phone.
Also if you look at the SIP trace you should see a REFER telling the system to route media directly to the agent.

If you enable CHAP_SIP_Call in TTrace Console you can also see the media going through the IPOCC server, this should stop when the call is connected to the agent.


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

 

[vladcbv]

Hy,

Thank you for the info.

So Avaya sais there is no problem. the thing is: ipocc makes the call and the customer answers and he sais hello?? but nothing on the other line because the calls was not routed to the agent yet.. and when the agent takes the call the customer is hanging up..

 

[janni78]

That's the issue with a Power Dialer since you're making more calls than there are agent answering them.

A Predictive Dialer might be more useful, also there should be an announcement if no agent are available, but I think it's bad service as I personally would hangup if I get an automated message.
Preview or Direct dialer is the best customer experience but it has the downside that you're wasting agent time waiting for answer.

Guess it all depends on why you're making the outgoing calls, if they are trying to sell something I would go with what's best for the customer.

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

 

[vladcbv]

Hy Janni78,

Thank you for the advice. I agree with you, customers satisfaction needs to be a priority but strange enough my client was only interested in power dialer with dialer factor of 4 ..
I would recommend them to use predictive dialer and see if we still get this problem.

 

[janni78]

Either they don't understand what a Power Dialer does or it's a cultural thing, but I suspect that if they are calling customers in Germany they would expect an agent on the other end when they answer the phone.

Only case I would use a Power Dielar is if it's do an automated customer survey or marketing announcement and the customer can choose to be connected to an agent.
Since the probability of this happening would be quite low you could dial many customer per available agent.

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