Strange Activity with call routing

[dass2]

Hi,

We have had a couple of scenarios now where an agent picks up a call and instead of being connected to a customer is connected to a queue in our call centre (music playing etc etc) and then connected to an agent. The CLI field will also show a number on the ,Teleset or winset, which is either a cell or PSTN number... I heard this can be linked to the switching module cards but not too sure. Anyone come across this before, if so any fixes. I know in the past Aspect just rebooted the ACD several times until it worked but surely their is an easier way?

 

[CinciPrius]

I've run into situations where the same incoming call is presented on two different trunks. This happened every 2-3 months on my last system. Most of the time, the 2 incoming calls were on different cards so we're pretty sure the problem was at the Telco.

Alan

 

[dass2]

Ah yea but how did u identify they came in on different trunks? I ran a report to try and see where the call originated and where the call was deleiverd but couldnt find any evidence showing the agent connecting to the other agent?

 

[CinciPrius]

I used the call detail reports to see what incoming calls each of the agents was on at the time the problem was encountered. Each was connected to separate trunks leading us to the conclusion that the telco presented the same call on different trunks.

I've seen this happen on at least two Aspect systems with differents LECs involved.

 

[chris13]

we ran into similiar situations, where these calls were coming from different trunks too.
But it was not an error in the Aspect or at the CO:
It was a customer (or somebody else) who tried to give us some fun. He called our toll-free support number, made another call to the number and then connected the two calls... bingo ;-)
Just found it because he made both calls from the same phone/line and was too stupid to supress his ANI/CLI.
Look in calldetail and sort by dial_digit and orig_time...