Symposium 2

[NFPken]

Please Help!

Having two issues;

1) Call Center Manager reports that she sees "Terminated calls" as she uses her client application to monitor, etc.

Question = What could cause terminated calls.

2) We seem to drop the ELAN once or twice per week. Have changed the Symposium to 10-base/t adapter cable, have changed the adapter itself, have rebooted the server, have checked and changed the NIC bindings to; 10mps/half-dup. and rebooted.
Question = What could/would cause this ELAN to drop? Could it be NIC in Symposium, or SSC card in PBX, or other?...

PLEASE HELP!!!! Thanks.

 

[captaingadget]

1. Calls are terminated when the script encounters a "disconnect" command.

2. The ELAN port should be set to auto negotiate. There are also a number of VLAN settings: The ELAN should be on it's own single VLAN subnet and have the broadcast and multicast rates limited to 150 packets per second each.

Very important to get the VLAN setting correct.

 

[tnphoneman]

Set the elan ports for the PBX to 10mb do not let them auto. This has to be done on the Switch the elan ports are plugged into.

 

[Milesprower]

To expand on Terminated calls - these are basically calls that were processed by the script and not answered or abandoned. There are four commands that can result in a terminated call (Give Busy, Overflow, Disconnect, Route Call). Also, if the script is faulty and the switch takes back control of the call it will be pegged as Default. These five conditions are added together and counted as Terminated on the Application Real Time display and CDN Statistics reports.

The Application Call Treatment report breaks out these five possible conditions if you want to see exactly what happened. The Application Performance does not include Terminated calls so you may notice that (Answered calls + Abandoned calls) does not equal Offered calls. The difference is terminated calls.

It is important to note that even though the word "terminated" sounds scary, these calls are most likely being handled correctly. They are not abandoned or discarded.