[IPOCC] Welcome announcement get stopped in some calls and callers hear only silence

[nortavaya]

Dear all

I have one issue with IPOCC welcome announcement,
when callers hear the welcome announcement after calling the main number, sometimes it get stopped and callers hear only silence and then they hung up ??

Any idea what can be the issue ? and where I can search to figure out the issue ?

Thank you

 

[Wiredawg1821]

I just experienced this exact issue a month or so back. It can couple of things...but would need to know how you have everything configured, what are you using to do the announcement, is there Callpilot involved, what do the scripts look like, do you have an external device for music on hold...etc

 

[nortavaya]

Thanks for the reply, no CallPilot involved...olny IPO/IPOCC environment

 

[sstevancevic]

If it happens after an option is selected?

 

[nortavaya]

Yes correct only after entering digit by callers...otherwise on the welcome message there is no menu (just welcome greeting)

 

[janni78]

Okey, so there is an IVR ?

In that case check the IVR log to see what happens.

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

 

[sstevancevic]

I had the same problem a few days ago. There was a MasterTopic with ivr Menu:
Option 1 - Topic1 - Last agent, Group1, MOH
2 - Topic2 - Last agent, Group2, MOH
3 - Topic3 ...
4 - Topic4 ...
Everything worked fine and then customer wanted to add an announcement. I put it in this order:
1 - Topic1 - New announcement, Last agent, Group1, MOH
2 - Topic2 - New announcement, Last agent, Group2, MOH
3 - Topic3 - New announcement...
4 - Topic4 - New announcement...
Then the problem that you're talking about came up. It works for some time and then stop working. When someone chooses an option, silence.
I tried to get back the previous Task flow without new announcement - the same problem. So, I deleted the last Task flow and made one announcement from welcome ivr announcemet with new announcement:
Task Flow - ivr Menu - welcome announcement + new announcement:
Option 1 - Topic1 - Last agent, Group1, MOH
...
The problem has disappeared. I don't know why, didn't have time to take logs. Do you have a similar Task flow?

 

[nortavaya]

Hi

Not exactly the same task flow, I have:

Welcome message with master topic:

type 1 topic 1
type 2 topic 2
type 3 topic 3 --> in that topic there is option to return main menu (master topic)when dialing 0, once user dial this option it got disconnect immediatly...

Thanks

 

[janni78]

Do you have another IVR in Topic3 ?
That would just mess up statistics.

I do all IVR choices in the Master Topic and then I transfer to the second topic which places the call in queue.

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

 

[nortavaya]

Yes I have a another IVR on Topic 3...you mean is not recommended ??

 

[janni78]

Probably the problem is that in the first topic you set the IVR choice variable that routes to Topic 3, if you then choose to go back to the Master Topic the variable is already set causing a loop since it won't play an IVR (1 announcement) element twice.

Also if you Queue your calls in Topic 3 you shouldn't have an IVR in the same Topic unless there's a good reason for it.

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

 

[sstevancevic]

Which release do you have?

 

[nortavaya]

IPOCC Release 9.1.9

 

[sstevancevic]

I found this at Avaya support site.
Problem Clarification
Intermittent IVR options are not getting played and customer hear only silence.
After IPOCC server restart call are not distribute to agent until watchdog restarted.
Cause
Product bug
Solution
Install IPOCCC rollup patch 9.1.0.2215.1603 at site.
Note : Direct calls internal land on the IPOCC fine and IVR plays fine. In case called from outside line it has issues.

BTW, I use R10.0.0.3 and again have the problem. For example when all agents are busy, callers should hear waiting announcement and moh until an agent become available. Today all day long, a little bit work, a little bit not - silence. There is no problem if there is available agents.

Couldn't find patch for R10.0.

 

[janni78]

There are no issues with this on 10.0.0.3, the system is most probably incorrectly configured, but it's mostly guessing without seeing anything on how it's setup.

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

 

[sstevancevic]

I think that I've solved my issue. The problem is that only one caller can hear an announcement script. If it is offer to other caller to hear the same announcemet script at the same time, he will hear silence until first caller does not release the message. I've made simple test Topic1 point to announcement script and there is problem if two callers call in the same time. There is no problem if announcement script is changed to ivr script. So, I changed all my announcement script to ivr script and there is no problem any more.
Nortavaya, I think this is not your issue, because I made the same test on R9.1.7 and R10.1 and there is no problem with announcement script.

 

[nortavaya]

@sstevancevic: yes correct it not the same issue I can have simultaneous calls poiting to the same Announcement Script

 

[janni78]

Several callers should be able to hear an announcement script, changing them to IVR is not a good solution and IVR scripts should not be used if you're only playing a message, that's the whole point of an announcement script.

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

 

[sstevancevic]

@janni78: I agree with you, but announcement script doesn't work at me. Do you have anywhere installed R10.0.0.3? Could you test at your system? Thank you.

 

[janni78]

All my system are either 9.1.11 or 10.1, with IPOCC it's usually good to stay updated.

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