Ring Group blocked by caller after waiting for 180 secs in queue > stops ringing > no further

[yakubi]

Dear Tek-Tips crew,

after some complaints of one of our customers about bad reachability I've made a shocking discovery while trying to reproduce the issue. I hope some of you may help me with finding a solution to this.

The scenario is as follows: We have a Ring Group to which all incoming calls are redirected by Call Rerouting Always. The Ring Group has several members. If an incoming external caller waits longer than 180 seconds in the ring group queue without being answered, he will stop ringing the ring group members and will at the same time block all other calling parties in the queue from ringing the ring group members. The next caller in line will have to wait for the first caller (which is practically in nirvana - still hearing MoH but not ringing any extension on the system) to hang up. After the first caller hangs up the next caller in line will start ringing the ring group members. In the mean time the ring group is practically out of use. If that first caller is a tough cookie the other callers have to wait till he ends his call.

I think this problem exists also on other systems - but has never been evoked because most calls will be answered within 3 minutes (180 seconds).

The ring Group does not have overflow configured, also it does not have 1st or 2nd alternatives configured.

I already tried changing several timers which seemed to be responsible. Studying the help files regarding ring groups didn't help either.

System Info:
Release level: 7.2 SP1 PR1
Active software load: 13.2.1.27
Inactive software load:
System relink: No relink has been applied.
Call Control relink: 43.2.1.14_SP1
Platform: MXe-III
1024MB of RAM


Thanks a bunch in advance for tips and help!

If you need further info, just tell me.

 

[wireman50]

My first port of call would be the auto camp on timer in extension COS and trunk COS to see if one is blanked. Also remember that if you do not give the ring group a COS it will pick up the COS of the first listed extension and apply that to the ring group. You need to extensively check the COS for everything.

Are the trunks SIP or digital? SIP trunks can do some odd things that are completely unexpected because on transfer they are treated as internal calls for some scenarios......