Phantom Calls 1

[jelding]

Has any one out there experienced phantom calls within Symposium Server? These calls tend to hang in the server for hours without anyone ever answering them? If so how did your problem get resolved? How did you deal with the increase in your time to answer a call average?

Thnaks

 

[ChristyJ]

Contact your vendor - there may be a PEP for this.

I've seen this happen when you are sending calls in and out of the Master on multiple CDN's. Like sending calls into mail for IVR treatments and sending the call back into the master from mail on another CDN based on the option chosen - are you doing this?

A reboot is the only way I know to clean the system up.

CJ

 

[mikeyb123]

There is a application in the symposium (or there was on ours) called "ptrace.exe" (i think that what was it was called) This can be used to find the phantom calls and clear them out from the system without having to reboot the server.

Only trouble was that our maintainer had put a password on the application so that we had to call them to run it.....

"Empowered, embattled, embittered - what am I?"

 

[mikeyb123]

I should say it's an app. on the server itself.

"Empowered, embattled, embittered - what am I?"

 

[jelding]

For ChristyJ, I am not sure that I understand this statement, "I've seen this happen when you are sending calls in and out of the Master on multiple CDN's."

Can you elaborate. The scenario that you described, we are not doing.

Thanks
JIM

 

[ChristyJ]

by way of explaination: -

you capture a call on an acquired CDN and then send it to mail using 'Give IVR' in the master.

In mail you setup the ID to capture DTMF input from the caller for segmentation. Based on the input the call is routed from mail to another CDN acquired by symposium.

Now the call has been presented to the master on the inital CDN, given a message and represented to the Master on another CDN.

This caused issues with phantom calls being generated.

hope this explains it . . . .