Phantom calls

[pyutian]

I have an 81C with PtP's to numerous 11C's. The problem I was experiencing was "phantom calls" where the phone would ring, but no one was there. After looking on Nortel's website I found that they recomended to turn the Call Force Timer Delay from 0 to 2 or more. I did this and, low and behold, it solved the issue.

However, the call center manager called and told me that it was skewing his stats, and made me change it back.

You can guess what happened next.....PHANTOM CALLS ARE BACK!!

Has anyone had this issue before?

Is there a way I can have my cake and eat it too?

Thanks

Pyutian

 

[lretrievers]

2 is the "default" timer in the PBX when Call Force is used if you were doing basic ACD programming; they gave us the ability to increase that number in later releases of the software. My guess is that the PBX needs time to do a teardown and setup and this would be the reason you are experiencing the phantoms with a 0 timer. I know you were looking for a solution, but I believe that would be the explanation if you needed one.

 

[pyutian]

I was speaking of the timers in Symposium itself.

Thanks

Pyutian

 

[lretrievers]

I understand, but the PBX has to hand the call off to the Symposium and I would bet there was a reason to have the default timer be two seconds; the call being presented to the agent is a function of the PBX.

 

[pyutian]

This is correct. However, I did not change anything in the queue itself, just the timers in Symposium. Also I thought that when Symposium had control of a call, that the ACD had nothing to do with it. Not quite sure if thats the case or not.

Thanks

Pyutian

 

[dschip]

Hi

We've got the same problems, with this phantom calls and a case is still open by nortel (since weeks).
The design team ist working on it and a solution will be delivered asap, maybe...

 

[pyutian]

dschip, thanks! Can you let us know what their solution is.

Thanks

Pyutian