I have 8700 with CM3.1.4, am reported a strange problem in couple of our call centre processes.
Couple of agents complained that they are getting more number of calls as compared to others. What we found was that Someone(unknown person) will call only few agents randomly & disconnect on the first ring, this will put these agents on the last position in our MIA queue (hunt group).
We are unable to find the extensions which are used to make these phantom calls as we are running BCMS Vu-Stats. The IP4621 phone log doesn't show any number or name for extension. The CMS trace report doesn't show any event, ECHI report doesn't show calling party (calling party is blank), enabled intraswitch CDR but the CDR doesn't show calling party. Even the 'list trace station' doesn't show calling party, it reports " denial event 1180: No user responding D1=0xe0011 D2=0x12.. for calling party"
Am unable to find how do we trace the phantom calls (we know it is someone within the group (using extension). We tried replicating the problem & were 100% successful. If the agent phone is running Vu-Stat display, it will not report calling party for missed calls. Can someone help find where to start look onto.. am running short of idea as even trace doesn't provide any details..
Success is the ability to go from one failure to another failure with no loss of enthusiasm & energy - Winston Churchill
Couple of agents complained that they are getting more number of calls as compared to others. What we found was that Someone(unknown person) will call only few agents randomly & disconnect on the first ring, this will put these agents on the last position in our MIA queue (hunt group).
We are unable to find the extensions which are used to make these phantom calls as we are running BCMS Vu-Stats. The IP4621 phone log doesn't show any number or name for extension. The CMS trace report doesn't show any event, ECHI report doesn't show calling party (calling party is blank), enabled intraswitch CDR but the CDR doesn't show calling party. Even the 'list trace station' doesn't show calling party, it reports " denial event 1180: No user responding D1=0xe0011 D2=0x12.. for calling party"
Am unable to find how do we trace the phantom calls (we know it is someone within the group (using extension). We tried replicating the problem & were 100% successful. If the agent phone is running Vu-Stat display, it will not report calling party for missed calls. Can someone help find where to start look onto.. am running short of idea as even trace doesn't provide any details..
Success is the ability to go from one failure to another failure with no loss of enthusiasm & energy - Winston Churchill