Low Call Volume

[sdacm]

We have an IP Office 412 v 4.1(27) and are experiencing volume-related issues on calls that are transfered to our system through another company's IVR. Here is the scenario:

1) Caller calls program toll-free # and chooses incorrect call tree option (2 instead of 1).

2) Agent for option 2 transfers caller back through the call tree and now choses option 1 which is our company.

3) If option 2 agent stays on the line we hear them fine, but once they hang up we can barely hear the original caller.

We have only noticed this problem when they transfer a call back through the call tree. If the call is transfered directly to our toll-free number we don't seem to have this issue. I would like to point the finger at the company managing the call tree, but another company that is on the call tree like we are is not experiencing this problem. Just wondering if anyone else has run into a similar issue with IP Office and if there is some setting I might check.

 

[mytelecoms]

IP412 v4.1(27)?? Do you mean 2.1(27) and 4.1 on your POTS/DS units? If so, you are on quite an old build.

What phones do you have - POTS, DS, DT or IP?

V3.0(59) has just been released, and the CDs can be downloaded from the Avaya support site.

This build has a fix for volume issues on DS and IP Phones as far as I know, but it is the volume the caller hears - not you. It is certainly worth a try though.

Make sure you upgrade everything, not just the firmware - admin apps, voicemail, and user apps. If you are using IP Phones, you also have a 'Gain' option on the Extn properties which can boost the volume.

It's quite important that we know what handsets and expansion units you are using.

 

[JeSTeROCK]

Sounds like it is being caused by looping in the original system. Tromboning on analogue trunks/extensions is not good for sound quality and volume.

The other company should tell the caller to call back and pick the right option. I know this isn't the nicest option but can't be helped when using multiple systems.

An upgrade might help.

Describe the way the calls are transfered and through what type trunks etc

 

[sdacm]

Thanks for the input. Yeah I meant 2.1(27). I think JeSTeROCK is probably right. I've contacted the company hosting the IVR and we are going to conduct a few tests. I'm hoping they will agree to not transfer the calls back through their IVR but instead transfer them directly to our call group DID.