Random Call Drop

[jasontektip]

We are having this issue.
Customers complaint that they got disconnect or call dropped sometimes.
Customer think somebody intentionally hung up the phone but it's not.
We have about 10 customer service people are in hunt group.
and Sometimes randomly call disconnect.
So We upgrade to MICS 7.0 version and we have Call pilot 150.
Any still having a problem.
Anybody had this issue before?

Thanks

 

[curlycord]

Everyone has always gotten this issue....

Needle in haystack!

First ask the employee's to see what line it was, maybe it's just one line and it's a bad line port on the system of the Telco has an issue.
Do they get to speak with the person then call drops or do they loose connection when answering?.
Are there issue with others not in a huntgroup?

 

[jasontektip]

Curly Thanks for responding my question.

1. Customer get diconnect any time between 2-5 rings
We haven't heard call disconnect while they are talking.
2. Mainly this hunt group
3. few Customers left us message they try call us 3-4 times and all those call got disconnected it sounded like someone was intentionnly disconnected because the click sound when people hung the phone.
4. The hunt group is for mainly for customer support department so that huntgroup get lots of incoming about 200-300 calls a day. Also we set call forward option when users dial support person's extension. Also sometimes call goes to one of support person's extension intead main hunt group's voicemail.

Thanks

 

[Deweyhumbolt]

Playing Devil's Advocate: You need to consider someone in your hunt group doesn't want to take another call. A small percentage of Call Center employees don't wanna be there.

Plan B, you personaly pump call after call through and see what you get. If they know your testing the calls it won't happen. But, if it's mechanical it should eventually happen to you.

 

[RikRodgers]

Are you using a PRI, or POTS?

 

[jasontektip]

We are using PRI

Thanks

 

[RikRodgers]

Check your network event log in Maint. See if the recorded alarms or events correspond with the time/date that the call was dropped. You may have to ask the employees to help you out, keeping track of exactly when the calls are dropped. Post those that look like they correspond. (within 5 min. or so.)

Also, have you recently switched carriers? Has your service provider performed any upgrades on your equipment?

 

[jerryreeve]

you might also want to throw a SMDR-6 on the system and keep an eye on the call detail when the call is dropped.

also have your call center people look at the line key on their phone (assuming that the calls are on a phone that has a button appearance) when the caller drops off. If the line appearance stays "lit" for a few more seconds you are getting disconnected outside the system. if the line appearance is dropping immedeatly then you may have a internal problem. Note: Using a PRI really speeds up the tear-down process so you might not be able to see this easily. experiment with dropping some test calls and see how fast this happens.


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JerryReeve
Communications Systems Int'l
com-sys.com