Phantom Calls on a certain Loop 1

[techdb]

To all,

Recently we have been experiencing an issue with out PC Attendant Console Software. Sometimes the phone will ring and calls come through just fine and other times the phone will appear to ring as if there is a call(s) on the line and upon trying to answer it there will not be anyone on the line and then also the "call queue" will still show unanswered calls.

We also noticed that the "Phantom Calls" only happen on a certain loop.

Is there a way to fix this and if not is there a way to force all calls to go to one of the other loops?

 

[GHTROUT]

You are not able to see a display of the callers number? If not, or if you did not it was possible - in LD15, REQ CHG, TYPE ATT then at OPT, type IDP and then hit return until it says REQ a lot of times maybe.

If someone types "YES" at the OPT prompt (in any gateway), it is interpreted as XDP - eXclude Digit disPlay,

Notice in a touch tine dial XDP and YES are the same keys


9 Y and X
3 E and D
7 S and P

~

http://www.GHTROUT.com/

 

[GHTROUT]

Also, can I assume you mean "a certain loop" key on the PC/console" and not a main system network loop full of circiut cards, etc.

You will probably find that LPK is Intercept and the calller is a modem or similar that when hanging up and going offhook very fast, is sending a half disconnected call to the console. Change the errant TN's CLS from XFD to CLS XFR


~

http://www.GHTROUT.com/

 

[techdb]

The call actually displays in the PC Attendant Console Queue. As a matter of fact it usually displays too many calls in the Queue. For Example, it may display 5 Calls when there is actually only one "real call" in the queue. The other calls are "dead air" calls. Sometimes the "dead air"/Loop 5 calls make the tone which usually indicates to the operator that she has a call waiting but most of the time it doesn't. And I don't believe it is a modem calling in b/c I've tried calling the operator internally and I run into the same issue. Sometimes I'll get the operator and other times it will just ring forever and never even go to voicemail.

 

[GHTROUT]

Here is something to look at:

>ld 21
PT1000

REQ: prt
TYPE ATT_DATA
CUST 0

TYPE ATT_DATA
CUST 00
OPT AHD BIND BIXA BLA----------  In this OPT
    DNX IC1 XTG IDP XLF XBL----  section, look
    FKA MWUD LOA---------------  for IDP on the 
    REA SYA ATDA---------------  second line
ATDN 0
NCOS 7
CWUP YES ----  When this is YES the Calls Waiting count updates real-time
CWCL 1 4
CWTM 12 24
CWBZ YES YES
MATT NO
RTIM 36 36 36
ATIM 36
AQTT 0
AODN
SPVC 00
  SBLF NO
RTSA RSAD
SACP NO
ABDN NO
IRFR NO
XRFR NO
IDBZ YES
PBUZ 02  02
ICI 00 LD0 ---------------- The ICIs are probably what is appearing
ICI 01 LD1 ---------------- as the "Loop".  You can look at ICI 5 and
ICI 02 LD2 ---------------- determine what call type is assigned.  
ICI 03 LD3 ---------------- in my example "DL0" or "Dialed Operator" is
ICI 04 LD4 ---------------- on ICI 5.  Yours may be different
ICI 05 DL0 ---------------- 
ICI 06 INT ---------------- 
ICI 07 RLL ---------------- 
ICI 08 IAT ---------------- 
ICI 09 -------------------- 
RICI 0 1 2 3 4 5 6 9

REQ:

~

http://www.GHTROUT.com/

 

[techdb]

My Second Line has XDP not IDP and my ICI5 line does not have anything on it

 

[GHTROUT]

That is what I thought in the post 13-Jul-06 21:27

Does anyone have a digital phone with display anywhere? Can they see any names you have typed in to LD95?

Until you enter IDP in an OPT prompt of LD15, the console will not see names. Try it, you'll be a hero. You can name trunk routes too.

>ld 15


REQ: chg
TYPE: att

TYPE ATT_DATA
CUST 0
OPT idp

Now hit return enough times (maybe 20 times)
to get to here:


MEM AVAIL: (U/P): 12636126    USED U P: 2564059 643142    TOT: 15843327
DISK SPACE NEEDED: 911 KBYTES
2MB BACKUP DISKETTE(S) NEEDED: 1  (PROJECTED LD43 - BKO)

REQ:

~

http://www.GHTROUT.com/

 

[GHTROUT]

fyi, I am driving the display issue to give the attendant a better chance of seeing who/what is calling.

IDP - Include digit display
XDP - Exclude digit displsy

It's a clear choice

~

http://www.GHTROUT.com/

 

[techdb]

Ok but what about the root of the dropped calls issue? That was the main issue. Do you think that the ICI 05 not being labeled is the reason for this. B/c Now I realize that these are real people because it even happens to me when I try to call the operator by pressing '0' or calling the main number.
And even with the callers' display showing up there is no way the operator call all of these people back. She has received as many as 137 dropped calls within a 2hour period. Some or even most of which could be potential customers.

 

[GHTROUT]

You may never determine if they are customers or internal or whatever, until the attendant has a display - which wil indicate the extension, or the trunk group and member number.

notes

You can operate without any ICI assignments. All they do is catagorize the calls for the benefit of the attendant.

An internal caller cannot hang up or release themselves from the attendant. The attendant has to release the call.

~

http://www.GHTROUT.com/

 

[techdb]

Thanks GHTROUT.

This did not help the phantom call issue but it did however, help us during a security threat at our company.

 

[Johnthephoneguy]

I don't think GHTROUT was trying to tell you how to fix the phantom calls. The first step to determine what those calls were was to be able to see where they were coming from, thats why he explained in detail how to get that display working. now you need to have the attendant write down everything she sees and the time when there is a phantom call. Then you can work with that info and go from there.