Odd call failing

[Sympology]

This is a weird one, not sure where to start:
Symposium 4.0 :-(
Nortel 61c Rel25.4
90 ISDN Channels UK

We have 77 applications, 180 users and 140 odd Skillsets.
All seem to be running fine except one.

One application has me baffled. Not sure if it's Symposium that is at fault.

The users are saying that several calls a day that come through on this application, the caller can hear them, but the agents can't hear the caller.So the first thing srpings to mind, faulty headset / phone. However this team has 8 other apps and skillset routed to them and they are ok.
The application as far as I'm aware is not tied to specific channels on the ISDN.

Call are set up (as all the others)

DDI set up on Meridian.
CDN Created and captured.
IDC points to CDN
CDN Aquired on Symposium
Master uses WHERE CDN EQUALS (as are all others)
Master hands to Application with single skillset
Skilset hand to 5 Users.

I could understand if it was so different to the other apps the team deals with, but they are clones, except for skillset names.

Stu.



Only the truly stupid believe they know everything.
Stu.. 2004

 

[charliesp]

There is a known issue with Symposium and "Call Collisions" which could produce occurances like you're describing, but these should only occur very occassionally and at busy times. Starting point would be to make sure call by call stats are turned on, and try to track individual calls when these occur.

 

[da2004]

did you tested that by yourself?
e.g. skilled one Testagent, phoned the CDN and experienced the same problem by yourself?

perhaps these are special callers on that application? ;-)