On-hold calls drop after 30 seconds

[dudecrush]

Running CM 9.1. I have a user complaining that on-hold calls are dropping after about 30 seconds. An no - I don't have the RTMT installed. Anyone ever run across this one?

Also - How long does after a call is made does it take CDR to find the information? I made a call from my desk to my cell, and couldn't find the call after only a few minutes of waiting. Bizzare.

 

[whykap]

what type of PSTN connection?
Is it just one user?
Can you replicate the issue?

 

[dudecrush]

whykap - So far as I know, it's just one user. We have about 50 branch locations, and the user's connection to the Pub/Sub's is over an MPLS network. That said, I don't know if it was her that initiated the call, or if the call came into her. Obviously, I need more details.

 

[hanluc6933]

The dial tone to the branch is it PRI, Pots or SIP? If it's POTS I have ran into a similar issue in the past. One of the POTS lines used for calling was causing disconnects to occur when taking the caller off hold. If you can gather a few call examples you can check them in cdr to see which port the call came in on. If all three came into the same port you'll just need to find out what telephone number is associated. To verify you can call into the branch on the number associated to that port and have the caller place you on hold. If the call disconnects bingo that's your problem call the carrier.

~Han

The great use of life is to spend it for something that outlasts it. ~William James

 

[dudecrush]

hanluc6933 - According to our documentation, dial tone to the branch is handled by POTS. When I contacted the user, she said that the on-hold calls are with customers (outside the bank), and when she is on external conference bridges (like those supplied by WebEx, Windstream, Level 3, etc..).