OpenScape 4000 V7 AC-Win Call Transfer Return

[tiagofcnmoreira]

Hello,

We have a OS4K V7 with AC-Win IP V2.
Everything was working perfectly, however we started to notice that when the operator transfers an external call to an extension, and that externsion doesn't answer, the call drops.

The usual behaviour was: an external call arrives, the operator answers it, then blind transfers to an extension. If the extension didn't answer, 30 seconds later the call returns to the operator.

That stopped working...Can you tell me how can I troubleshoot this please?

Thanks in advance!

 

[sbcsu]

Check the COT of the trunks.
If RCLS is in the trunk then the calls will NOT recall to the Operator.
If RCLS is NOT there in the COT then the calls will recall to the Operator.

 

[tiagofcnmoreira]

Hi sbcsu

Thanks for your fast answer...

I checked the COT, and it doesn't have RCLS configured:

ADD-COT:100,XFER&ANS&CEOC&CEBC&CPS6&COTN&BSHT&LWNC&NLCR&ICZL&DFNN&TRBA&DSDL&NTON,,;

Do you know if there's anything else that may be causing this issue? It didn't happen until 2 or 3 days ago!

 

[sbcsu]

CHA-COT:100,COTADD,CECO;
(CECO=Call extend by atnd console to busy station with camp on)

 

[tiagofcnmoreira]

I tried adding CECO to the COT but the problem still persists.

I'm running out of options! I already reset the trunks, the extensions involved but still no luck.
We made some changes during the week but none of them were regarding the trunks: we removed some TACSU that were not being used, we changed some PEN of IP extensions but maintained all of the settings.

 

[donb01]

Do a DIS-CTIME:CP1;
the value for RECALL (I think) is the number of seconds a call will ring no answer, etc before it goes (back) to an attendant. There are different parameters for recall from park, and some others. This AMO is where most of the system timers are. ANSADV for example, is now many rings will happen before a call "advances" to voicemail or the next person in a hunt group (typically a ring cycle is about 4 seconds. Incidentally, most people don't know that can be overriden per station now in V7R2... It's been a while since I played with my timers, but it's not a bad idea to check the numbers to see if they are what you expect.


Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[tiagofcnmoreira]

Hey donb01,

I checked the timers, and in fact the RECALL timer is at 30sec, which is right.
When I make tests, and the call is transfered from the ACWIN to the extension, it takes 30sec to drop. So I think that the RECALL is being tried but unsuccesful and the call drops.

Other tests I made, is calling the ACWIN from an internal extension, and the call returns to ACWIN after 30 seconds.
The problem that I'm talking about only happens when calling from outside.

 

[donb01]

I'm not an expert on COT and COP, but there are call supervision parameters in there that might have an affect on that. Has anything changed recently, like carrier was in the house, or a tech was working on trunking related stuff, or anything else that might have changed? If it has been working the whole time I have trouble seeing how any of the things we are discussing could change if no one was messing with it.

Do you do most of your admin in Assistant, or in Comwin? In assistant there is a Session Log down toward the bottom of Configuration Management that allows you to download information about what's been going to for the past few days, and under Base Administration - Logging Management you can download log files as well, but those also have a lot of crap in them that the system is doing do it's hard to sort them out. I'm not sure if you can get logging data when you are using comwin....

Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[Moriendi]

Recall" is the timer for internal calls. "Nocalltr" is the trunk transfer timer.

This sounds like you changed something, and only you know what.

Do you know how to make a trace using TRACS amo ? You need to find out where the release comes from.

 

[tiagofcnmoreira]

Hello,

Sorry for the delay, but now is all working.

After some time checking what was changed during the week, I noticed that I removed the ATNDDID extension of the Operator Group.

Altough I was not using that extension for nothing, apparently the RECALL feature uses that ATNDDID.

Thank you for your help.