Phantom ring and disconnecting calls in a multiple Queue environment.

[ssinger1]

Equipment:
Option 61C REL 23
Meridian Mail
Meridian MAX/CCR

This issue just started about a month ago no changes have been done to any of the Queues’ CDN or ACD’s.

I am getting complaints that the Agents In-call key will ring once and then stop. I am getting several complaints from callers stating that they are being disconnected while waiting in the queue for the next available agent. No one has complained about being disconnected while being on the phone with a customer.

I am not showing any errors in my switch. Nor any thing in voice mail.

Here is a snap shot of how I have the main number set up.

Caller dial’s MCI toll free number. MCI sends a 4-digit number to PRI T1. The 4-digit number is a CDN that is being controlled by CCR day/ night service. During day/night voice mail service DN goes to a menu service. Depending on what the caller presses the caller is sent to a CDN that is pointed to an ACD. Agent answers call.

Multiple Queues are having the same symptoms.
No switch errors.
No VM Errors
No MCI Errors with PRI T1

Thanks for your help

Steve

 

[TelcoTek]

Verify that you have a good ground from the switch to the XO source (No loose connections).

Having a bad ground may create ghost rings and droped calls.

 

[johnpoole]

are you using max or symposiumn?.. analog trunks or t1, pri? a ground is one poss.. but so are timers.. removing a call just at the presitation stage.. your lcnt table could be strange, are you getting any errors on the screen?.. if not i would think software... the switch doesn't no it's broke if you told it to screw up.. just some thoughts

john poole
bellsouth business
columbia,sc

 

[ssinger1]

I checked for loose connections and found none. Ground seems to be OK.

I have done no changes for months on the ACD. CDN, CCR or MAX.

I am not getting any errors from the phone system.

MCI is not seeing any errors on the circuit.

I have two PRI circuits that receive nothing but incoming toll free numbers

I am now receiving complaints that callers are being placed into the wrong Queue. I even had one agent state that they were on an in-call and their primary DN rang and when they picked up the call, it was a caller from the Queue. She had two Queue calls on her phone at the same time.

I am totally stumped with this. Any help would be great.

Thanks. Steve

 

[MrPederman]

I am having some of the same spooky acd problems. I have Networked SCCS's with CallPilot intergration. We thought it might be FIJI related, but we upgraded them and are monitoring the situation. Has anyone else had trouble like this? We are Option 81c 25.40B, SCCS 4.2, CallPilot 2.02

 

[PERRYPJ]

THE AGENT THAT HAD A CALL ON THERE IN-CALL AND THEN RECEIVED A CALL ON THERE PRIMARY DN HAD TO BE A CALL TRANSFERED TO THAT PRIMARY DN. I WOULD START LOOKING FOR AN AGENT THAT IS PLAYING GAMES, MOST LIKELY THERE STATS LOOK PRETTY IMPRESSIVE.LOOK FOR SOMEONE WITH SHORT TALK TIME AND A HIGH VOLUME OF CALLS

OLD ROLMEN WORKING ON NORTELS