random dropped queued calls

[jyang12]

Hi all,

We have been experiencing dropped queued calls recently - no particular pattern but every once a while our agent tried to pick up a queued call that rings her extn the call is dropped. And then usually the customer called back and confirmed he/she didn't hang up. I can confirm it's not the SIP channels or the license got maxed out. Does anybody have any idea where to dig down further? Our system is IPO 500 V2 7.0 + SIP Trunk. Thanks

 

[jyang12]

Anyone got an idea? Thanks!

 

[jyang12]

Any comments guys? Still stuck at trying to figure out what's happening...

 

[tlpeter]

You should make a monitor trace and show us the call.


BAZINGA!

I'm not insane, my mother had me tested!

 

[hairlessupportmonkey]

traces as peter said, and install a trial of Chronicall as it will spot the dropped calls in cradle to grave too and give you a reference where to look in the trace.

ACSS - SME
General Geek

 

[jyang12]

What options should I enable on the monitor to avoid a sea of data by the time the next dropped happens? And does it ever sound like a out-of-VCM-license issue to you?

 

[IPOfficeIreland]

default all on monitor will do which also shows the sip. it may well be something to do with sip, whether router or lack of bandwidth is causing it. how many calls in queue/talking/holding/etc and what is your WAN link type/size router/type?

 

[jyang12]

it's hard to tell because the users don't inform us immediately - by the time we know it's already too late to look at the resources... and we don't have anything in between the SIP line and the PBX, they connect directly so right now the question is whether it's the SIP line or our PBX/license that's doing that. Thanks