SMDR shows NO answer to 30% of incoming calls

[montrealguyhere]

we seem to have an issue with our Norstar system, over 30 %
of our calls never ring at the set, so we installed a SMDR and always are seeing NO ANSWER,
here is a a copy of the line in the log file,
and it always says 0:06 even if we let it ring 20 or 25 times.

-------- 10/19/04 18:54:23 LINE = 0169
00:00:00 NO ANSWER RINGING 0:06

what is going on with our system???

md41_montreal@hotmail.com
if you can help let me know please.

 

[telemarv]

The line 169 is not programmed to ring anywhere. I suggest you hire a tech to find out why.

 

[galfaro]

Definatly a proramming issue.
You need to find out why it is not ringing where it is supposed to be.
If you know your system, this should be an easy fix.
Good luck.
Gabriel

 

[luv2ski]

i am with telmarv call a tech/vendor also your example is poor its only 1 ring could be a real call that was mis dialed

ONLY 7 WEEKS TILL SKI SEASON STARTS

 

[montrealguyhere]

ok here is more info for you.

we have 2 PRI fully loaded, its a Norstar meridian Plus ICS system.

we have a ACD IVR system connected with Dialogic cards. using 32 ports.

we have 20 hunt groups, our calls come to the norstar and depending on the DID that the caller dialed we play a certian script for that DID.
lin 169 gets most of the calls about 500 a day but we added a SMDR to the system because we got complaints that our clients were getting ringing and ringing without any answer.
In the logs from the SMDR we see that on the LINE 169 over 30% of the calls go unaswerd with a time of 0:06 sec.
here is a copy of some of the log.

------- 10/20/04 11:25:14 LINE = 0169
00:00:00 NO ANSWER RINGING 0:06

-------- 10/20/04 11:25:24 LINE = 0169
00:00:00 NO ANSWER RINGING 0:06

-------- 10/20/04 11:20:13 LINE = 0169 STN = 285
00:00:00 INCOMING CALL RINGING 0:03
LINE = 0029
00:01:48 HOLD
00:01:57 UNHOLD
00:01:57 CONFERENCE STN2 = 525
00:01:57 CONFERENCE END
00:01:57 TRANSFERRED

-------- 10/20/04 11:22:10 LINE = 0169 STN = 525
00:00:00 FROM TRANSFER
00:03:27 CALL RELEASED

if you need more info let me know

 

[telemarv]

My orginal assessment stands.... hire a vendor. This is a very complex set up. Way too complex to trouble shoot via this forum.