Silent Calls - Mitel 3300 MXe

[marcrp23]

Since we had our new Mitel 3300 MXe we've been having a lot of silent calls where the caller can't hear what the agent is saying. However the agent can hear the customer.

We are running 9.0 UR2 on the 3300. It appears to be only calls that go through an ACD queue that get the problem. We get about 5 or 6 of these calls day.

Anybody have any ideas?

 

[Virtualman9000]

I am having a similar problem. What is your configuration?

Mine is:

3300MXE 9.0 UR2 trunking gateway with 2 PRI's attached via IP Trunks to a MXE server 9.0 UR2. Agents are reporting "no one" on the other end, just caller ID on the set. I've tracked the calls and can find no difference in these and other successful calls. Also getting calls where the agents say they hear our hold music.

 

[YnotPhone]

You've observed these symptoms on these sets; are there headsets used on these problem sets?

These issues are at the beginning of the call...
Amplified headsets are to be attached to the handset jack, not to the headset jack on the phone.

 

[marcrp23]

2 PRI's attached via 2 NSU's connected to 3300MXe 9.0 UR2.

Interesting that you have the same problem or similiar. Our agents are saying that they can hear the caller but the caller can't hear them.

We use the the Intelligent Queue (5.5) and Contact Centre Management (5.5 SP2). Not sure if you do to?

 

[Virtualman9000]

YNot, they use different types of headsets, some amped, some not.

The audio loss is the entire length of the call, whether it is 10 seconds or 2 minutes (I've had the agent stay on the call speaking the entire time until the caller hangs up). It happens at random times during the day, but not every day. Sometimes they get one call, sometimes seven. does not follow a specific trunk or PRI. I have replaced the NSU thinking it could be hardware, but no joy.

marcrp23, we use embedded rads on the trunking gateway, since that's where the ACD paths live. We do use the Contact Centre, but it does not interact with the call path.

 

[marcrp23]

I'm beginning to think it is to do with the software version of the 3300 as it is since we upgraded to a MXe on version 9.0

It only happens on ACD paths too.

 

[marcrp23]

Update:

I thought it was only external calls to the ACD paths.

However someone just called an ACD path internally and the call was answered by the agent but the caller could not hear the agent at all.

 

[kwbMitel]

Starting to sound like a routing issue. For the internal call that failed, Are they on different networks/vlans?

OR

You may have a bad E2T/DSP resource that is affecting calls when engaged.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[marcrp23]

All our phone traffic is on a seperate VLAN (101) to our data VLAN (2).

How would I go about troubleshooting/checking E2T/DSP resources?

Thanks

 

[kwbMitel]

It is extremely difficult to troubleshoot an intermittant, internal issue.

I don't know a better way than the one I used to locate a bad channel (Static on outside calls with 69 Channels of PRI). Untimately, I had to move my DSP to a different module slot to resolve.

If you can duplicate the issue fairly reliably then what you need to do is once you have a call in progress, use the maintenace command for Resources against the set(s) PLID. Record all the info and do it again. Look for common factors for the failed calls.

If you cannot duplicate reliably, I have no idea how to proceed.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[marcrp23]

Thanks for the info.

Unfortunately I have no way of recreating the fault it would be down to pure luck.

However I will certainly give your method a try.

Thanks

 

[IrwinMFletcher]

Did the internal call happen between two IP sets? Without any TDM trunking in between? If so then it's most likely a signaling problem, most likely SIP. The best bet in these situations is to get a capture of what's being sent on the network (use Wireshark etc). Use the internal case and try to reproduce it, find out where each set is transmitting to.

 

[marcrp23]

Yes, between two IP sets with no TDM trunking.

I will certainly give Wireshark a try and track it through.

Thanks

 

[marcrp23]

I think I have found the problem.

All our ACD paths play a RAD message that is repeated every 10 seconds while the caller is waiting. In the Maintenace logs it kept saying that RAD message failed to play.

For some reason in the COS of this RAD message the option for "Recorded Anoucement Device" was set to No. I have changed this to Yes and it appears to have cured the silent calls.

 

[kwbMitel]

Every 10 seconds sounds rather fast. Consider that every caller requires a E2T channel while listening to the rad. If the Mxe does not have the expansion processor you Max out at 64 E2T channels. Depending on call volume, I foresee an issue.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Mitelpassion]

geez, a weird issue if ever I saw one