Receiving Dead Air Calls 4

[KerTho]

Help, We have agents who are reporting they are receiving calls with no customer on line. However the phone display shows the customer's information. Any suggestions on troubleshooting this problem? It does not appear to be happening on a specific trunk.

 

[4merAvaya]

You may have a defective T-1 circuit or if you are using ISDN-PRI the Interface ID on the Signaling Group form may not be right. Did this problem develop after changes were made to the switch?

Kevin

 

[ic3stick]

In the navy we call those ghost rings. We have discovered that the endpoint channel settings are not coinsiding with those of the PBX, please check those settings for matching. Usually the endpoint hasbeen changed without notification to you.

 

[ReallyRotten]

I have also had the same problem.

I used list measurements ds1 log <board number eg.01E0708> to see if there were any obvious errors on the board.

Failing that, maybe the customer calling in has call waiting, has called your center and is in the queue...they receive another call, put the original call on hold and proceed with the second call and forget about the first call on hold. This will result in a dead air call being delivered to the agent.

Unfortunately, the dead air call problem never had a resolution, they occurred frequently for about a week, and then stopped.

Check out thread690-836595 for more suggestions on this problem.

 

[Taximan]

We had this problem just after install about 3 years ago. It was cured by just starting the vector with 'Wait 2 seconds hearing ringback' as step one. It seems the switch needs a handshake from the telco before passing voice.

Taximan

 

[g3rguy]

What version are you running. This problem was corrected in later versions.

 

[KerTho]

Thanks for the suggestion. We have not made any changes in our switch. We are currently running v11. Also, we were leaning to the call waiting theory as well.

 

[bilton]

It might also be worth naming the individual ISDN's so if the CLI is with held you can still see if its only one or more circuits that are at fault.

 

[ph0neguy]

Have you tried putting a trunk ID button on the phones in question. So that way when you get a phantom call answer it and then press the button to see what trunk member you're on you can then translate that to a particular ds1 card. You could then call the provider and they can chase the call, each Isdn call has a crv (call reference value) associated with it. It could be the call waiting theory, if you think its that just pick up the phantom call and transfer it to a phone that you can wait on and listen to see if the person who put you on hold from there house or wherever to pick back up. Just a thought.