Static on ACD incoming calls

[asayani]

We have an ACD environment with a 3300 mx controller, 6160 IQ server and a 6110 ACD server. Only ACD incoming call have static noise / echoes on them. Regular Calls are fine. Look at the Status of the T1 via the 3300 controller STATE COMMAND but all the T1 Channels seems to be ok.

Only the staff at our end who are receiving these calls can hear the static/echoes on the line not the other party on the phone.

This just started happening 2 days ago.

Can anyone help?

 

[kwbMitel]

What is different with the ACD Sets?

Trunking?
Headsets?
IP Sets vs. TDM?
Network?
Data Switch

If the sets are IP, are you getting any Packet loss reported in the Maint Logs?

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

 

[asayani]

Phone Set are IP and Digital and both experience static. Ame headsets are used on all phones. Data and voice networks are separate.

logs only shows

Log Type: Software
Log Number: 1886
Severity: Warning
Date: 2009/Sep/04
Time: 12:19:15
Source: Call Control - Software
Description: UNEXPECTED MESSAGE, OFFSET 2:$2E40, PC: $2A5888 LOG_ID: outpthdlr#66, PROCEDURE: check_ss4_msg_n_update_lam, SEVERITY: cp_major PID: ($7, $283) MSG_FUNC_CODE: $2D, MSG_TX_PID: ($7, $283), MSG_TX_PROG_NAME: cpprog MSG_DATA: None
Module: Main
File Name and Line Number: log_outputs_util_en.c;1595

 

[asayani]

all headsets are the same

 

[kwbMitel]

That eliminates a lot!

Do the ACD sets have the issue on both incoming and outgoing?

If only incoming, is there anything in common on the staticy lines (geographically for e.g.)

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

 

[asayani]

Statis is only on ACD incoming calls not ACD outgoing calls. Static is experienced on both local and incoming ACD Calls.

 

[IrwinMFletcher]

Can you get a call trace?

What trunk types are they?

 

[asayani]

how do I call trace? also we have 2 x T1 with all 46 channels in use. the hunt group is set to circular for the trunks

 

[asayani]

I have enable voice quality statics that should show me jitters packet losses etc. Is there anything else I can do?

 

[kwbMitel]

There must be a common component on the inbound call.

You need to start surveying the caller to determine the common point.

Ask for:
Number dialed: 1-800 vs Direct Dial, local or LD
Location dialed from (specific city, Overseas, etc.)

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

 

[mitelmmaniac]

do you just use specific trunks for your acd or are they coming in on all 46 trunks?

Desk Jockey Lunacy

 

[mitelmmaniac]

also if they are on specific trunks do they use these to dial out or are they used for inbound only?

Desk Jockey Lunacy

 

[asayani]

Not every icoming ACD calls have static/echoes, it could be 2 calls in a row that would have static/echoes or every other call or every call, it varies.

Also echoes are on both long distance and local incoming calls to the 1.800 #

All 46 channels are used for both incoming and outgoing calls shared.

 

[IrwinMFletcher]

Voice quality logs will most likely show nothing since this happens for dnic sets as well. In addition, packet loss would present itself as 'choppy', not as pure static.

 

[mitelmmaniac]

so, its not a phone problem - happens on IP Sets and DNI Sets. Not every call has the problem right? how is your trunk group set up? Circular or Terminal?
Here in the UK i would give that to my line provider to test on site with me using an ISDN tester to see if you get the same result.

Desk Jockey Lunacy

 

[UncleRalph]

You may want to use the following command to look for errors: "dts read <PLID OF Circ> last 12" This will show you if you are getting errors on the line T1. A STAT will only show you if the cannels are idle/busy/down. Wouldn't indicate static.
I'd guess your inbound calls hunt ascending and your outbound hunt decending so you could have static on your inbound but never on outbound.

Ralph

 

[mitelmitel]

True, I had the same problem at one of my sites. I got the service provider out with an ISDN 30 Tester, he seized each circuit directly from the NTE and ran a series of tests to prove the link. Proved to be a faulty NTE.

 

[kwbMitel]

What percentage of phones are not ACD.?

What percentage of calls go to Non-ACD phones?

Is it possible the problem exists on Non-ACD but no one is complaining? (not happening often enough to matter)


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

 

[asayani]

We had a phone tech come in yesterday with a tester to check the channels, he found a few in a semi lock state and un locked them using the RTS command on the 3300. The strange thing is that the tester showed 6 channels in semi lock state but the 3300 controller showed everything was fine usinf the STATE COMMAND.

I was also asked to reset the 3300 contoller and the NSU unit, which I did but still the same issue.

 

[asayani]

trunk group setup is circular