Phantom call fix?

[k3lvin]

We have a CS1000 switch and a Contact Center 7 Express system.

We sometimes get phantom calls stuck in our skillsets. They can not be answered and the wait time will keeping growing causing our stats be invalid. Only way to clear them is to run pscan. Does anybody know what causes them and how to stop them? BT are trying to get Avaya to fix it, Avaya are clueless.

Here is an example phantom call that I managed to extract out of pscan. Any information on phantom calls will be a great help to me and my business. Thanks!

-------------------------------------------------------------------
Selected Retrieve/Refresh Option: Waiting Calls Only
Retrieval/Refresh Timestamp : 2011 Mar 03 16:29:57.953
Saved On : 2011 Mar 03 16:30:21.187
-------------------------------------------------------------------

Call Id: 1000000026
Agent Id:
Call Type: CDN
Site Name: Local
App Name: MultimediaFlow
Waiting Time: 08:14:51
Call History:
LocalCallArrived-0
CallInterflowed-0
CallHandedOff-0
LastEventTime:01/03/2011 08:15:06

-------------------------------------------------------------------
Selected Retrieve/Refresh Option: Waiting Calls Only
Retrieval/Refresh Timestamp : 2011 Mar 04 10:59:22.765
Saved On : 2011 Mar 04 11:01:15.921
-------------------------------------------------------------------

Call Id: 5405620
Agent Id:
Call Type: CDN
Site Name: Local
App Name: Trade_Sales
Waiting Time: 01:41:22
Call History:
LocalCallArrived-0
CallInterflowed-0
CallHandedOff-0
GiveRingback-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
CallEnqueued-0
CallDequeued-0
LastEventTime:04/03/2011 10:57:41

 

[Firebird Scrambler]

Do your phantom DN's have CLS = SFA?. I had a problem some time ago on a standard non ACD setup where a second call wasn't being diverted and I found that SFD was set.

All the best

Firebird Scrambler
Meridian 1 / Succession and BCM / Norstar Programmer in the UK

http://www.linkedin.com/in/davidbromley

If it's working, then leave it alone!.

 

[k3lvin]

How can I view the CLS for a DN that I can not view in TM4?

In the IDC table we convert the DDIs that go into our call center into the CDNs for Contact Center.

 

[Vendin]

Printe the TN in the CLI

 

[k3lvin]

How do I find the TN? I have done a search for all our phantoms on TM4 but it is only finding CallPilot phantoms.

 

[yyrkroon]

Phantom calls is usually due to scripting problems. Since this is an express, you're limited to the Call Routing Wizard - I would start there and try to minimize the bouncing around from Q to Q or skillset to skillset and test.

 

[jason1969lee]

We have a similar problem within our call centre. Currently setup Nortel CS1000 rel5, CC6, Datapulse Intuition 1000 Op Consoles.

We usually find that when the agent transfers an incoming call from the skillset back to the operators we are left with a stuck call showing.

We are unable to release the call within Agent Desktop. If we close AD down then it sometimes releases the call after a couple of days. If that fails we then have to restart the entire Contact Centre solution.

We have got to the point that unless the agent is on a blended solution i.e taking emails we leave the system alone.

If the agent is working on both email and voice calls, then the systems have to be reset otherwise the emails do not push through to the agent as AD is showing them on a call.

 

[k3lvin]

We are on Contact Center 7 Express and it is an extremely unreliable system. Also since Avaya bought Nortel the support is disgraceful. Anyone looking at upgrading their phone system stay WELL clear from Avaya.

 

[jason1969lee]

Has anyone installed and experienced similar problems with the new AACC system?