Making sense of SMDR log | Phantom calls

[nekminnit]

Hey guys,

I have a staff member (9006) receiving 'phantom calls' from our call centre. It appears as though the IVR VWM ports are making the calls (based on feedback from staff).

SMDR logs as follows..

Calling party: T4120 (digital trunk)
Time to ans: 5
Digits Dialed: 9479 (reception hunt group)
Called party: 9006 (reception extension)
Trans conf: T < Don't know what this does
Third party: T4110 (digital trunk)
ANI:074121XXXX (external caller)
DNIS: 9132 (advertised external number)
Call ID: A0010728
Call ID seq: A
Assoc call ID: A0010721

I cannot see ANY way at all that the call can be routed from 9132 to 9479??

This isn't much to go on but I will get more info if anyone needs it?


Don't confuse DTMF with DTF. They have very different meanings....

 

[kwbMitel]

Could you provide the raw data instead of your breakdown?

**********************************************
What's most important is that you realise ... There is no spoon.

 

[nekminnit]

Thanks for the reply kwbMitel!

4 A A0010752
06/04 08:51:12 0000:00:06 4361 0003 4362 I 4362
T T4127 001
06/04 08:50:57 0000:00:21 T4127 0012 0407035181 4350 4361
T 4362 001 0407035181 4350 A001075
2 A
06/04 08:51:15 0000:00:01 T4124 0001 0730289006 9132 9530 S9501
X P417 001 0730289006 9132 A001076
9 A
06/04 08:50:45 0000:00:28 4119 4119 0183154985449 A T4108
001 14119 A001074
1 A
06/04 08:50:58 9006 9006 01800666 T4104
001 19006 A001076
4 A
06/04 08:50:53 9006 9006 40024911800 X9999
001 19006


Additional info..

9132 is speedcall to 9530
9530 is a HG with vwm ports 9501 - 9504 as members.

The call flow is as follows..

9132 s/c > 9530 HG with VWM ports > Visual workflow mgr handles the call flow and should forward to ACD path P417. No idea how its going to 9006??


Let me know if you need anything else

Don't confuse DTMF with DTF. They have very different meanings....

 

[nekminnit]

I think I've given some false info..

On further investigation.. I think this is the log I am looking for..

06/04 08:47:46 0000:01:50 T4120 0001 9484 9198 9944
X 9480 001 0741215827 9132 A001068



Don't confuse DTMF with DTF. They have very different meanings....

 

[nekminnit]

Trying to work out how the call got transferred to 9480?

Don't confuse DTMF with DTF. They have very different meanings....

 

[nekminnit]

06/04 08:47:46 0000:01:50 T4120 0001 9484 9198 9944
X 9480 001 0741215827 9132 A001068

Found this to be the call in question. Call was being directed to a mailbox. The caller was pressing 0 for assistance and being transferred to the operator which was a call flow in VWM (HG 9480). 9006 eventually answers these calls.

Bit of a learning curve here..

Don't confuse DTMF with DTF. They have very different meanings....

 

[sarond]

Glad you got it sorted.

Looks like you are in QLD Australia. Correct?