We have been experiencing problems with phantom ringing ever since our current system has been in place. Every so often, a phone that is on the call centre will ring and when it is answered, there is no one on the line. Once the phone is answered, the phantom call may be routed immediately to the next available phone on our call centre or, if it is the only available phone, when the phone is hung up, it will continue ringing on the same phone. When this problem occurs, it often lasts anywhere between a half hour to approximately three hours.
We've attempted to track the call to a particular physical line but with no success. There doesn't appear to be a specific line that causes the problem. Furthermore, we've had all of our outside lines checked and, at this point, there are no problems with them according to the phone technicians we've dealt with.
We've done our best to determine if there is a particular user action that may cause the problem but we can't seem to find anything. It seems that the problem can happen anywhere between one week to one month or possibly more without any distinct period.
The equpiment we are using is as follows:
KSU - M8x24 - DS Sofware: DR5-824
+ M12 x 10
+ M0 x 16
+ M0 x 16
Norstar Voice Mail system
Cinphony 1 ACD - installed on the NVM.
When the phantom calls occur, they are routed through the system normally from phone to phone as though they were typical calls. The only thing that is not typical about them is that they do not terminate when answered. We are uncertain as to what eventually allows the calls to stop.
Any suggestions would be greatly appreciated. We've dug quite deep into the problem with little result at this point.
We've attempted to track the call to a particular physical line but with no success. There doesn't appear to be a specific line that causes the problem. Furthermore, we've had all of our outside lines checked and, at this point, there are no problems with them according to the phone technicians we've dealt with.
We've done our best to determine if there is a particular user action that may cause the problem but we can't seem to find anything. It seems that the problem can happen anywhere between one week to one month or possibly more without any distinct period.
The equpiment we are using is as follows:
KSU - M8x24 - DS Sofware: DR5-824
+ M12 x 10
+ M0 x 16
+ M0 x 16
Norstar Voice Mail system
Cinphony 1 ACD - installed on the NVM.
When the phantom calls occur, they are routed through the system normally from phone to phone as though they were typical calls. The only thing that is not typical about them is that they do not terminate when answered. We are uncertain as to what eventually allows the calls to stop.
Any suggestions would be greatly appreciated. We've dug quite deep into the problem with little result at this point.
ool or Public)