Tone Sender On

[Alpha008]

Hi guys , got a query about the above(Tone Sender On). Agents (in ACD groups) are getting the above message and some delay (of around 10 seconds) before a call gets through . There have been cases of calls just get disconnected as well, any ideas of what is happening ..

VERSION=CXP1010102/4/TSWSP4GB1.39/R5A


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[kank]

Tell more about the configuration. Is there CTI applications etc.? Solidus???

 

[Alpha008]

No CTI or Solidus - just Onebox and CCM

”Beginning is half done.”

 

[kank]

Try to change Application System Parameter 56 to 15.
ASPACARNUM=56,PARVAL=15;

 

[Alpha008]

Thanks Kank , i got my provider to look into this , will tell you how it goes ..

”Beginning is half done.”

 

[Alpha008]

Hi Kank,

Problem persists Suggestions welcome . At the moment all clues are pointing to onebox - we got some lengthy msgs.

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[whosrdaddy]

what is the correct call case?

-----------------------------------------------------
What You See Is What You Get
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[Alpha008]

Correct call case is calls hit an IVR, caller chooses option and is directed to correct service . At the moment , Toner Sender On appears and it takes a while (10 secs or so for the call to get through , sometimes it is just silent at the other end of the line)
At the moment playing with Parnum 139 , set it to 0 to see how it goes . There must be a delay somehow btwn when IVR releases the call to when it gets a tone from the Phone and is released ??? Not sure..

”Beginning is half done.”

 

[whosrdaddy]

call case is still not clear for me:

so the IVR is on your PBX? or are ACD agents on your PBX calling a remote IVR??

/Daddy

-----------------------------------------------------
What You See Is What You Get
Never underestimate tha powah of tha google!

 

[Alpha008]

Sorry about the ambiguity(sp)
Here goes , we have external callers calling a call centre . They are provided with a list of options (IVR) before they are directed to the right ACD group (manned by agents). The agents are reporting 'Tone Sender On' as the ACD LED/light goes on , it takes approx 10 seconds to speak to the caller. At other instances, there is no one at the end of the line , just silence. I do not know where the delay is or where pple are disconnected..

P/s IVR on Onebox in a remote office.

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[pcasi]

What kind of transfer are you using? We had similar problems on a BC9 site about 4 years ago, and we had to change the transfer mode of automated attendant, from supervised or semi-supervised to blind transfer.

Hope it helps.

 

[kank]

Yes this can be the answer. The extensions connected to OneBox has different ICAT parameter than ordinary ones which opens Tone Sender automatically. And if you choose monitor transfer it takes some time for OneBox to detect you have answered. If you change the transfer type to blind transfer, most probably you will not get the notification.

 

[Alpha008]

Thanks guys i will check that with the remote site for the Onebox, since we changed Parnum 139 and set it to 0 , there has been less complains , also restarted voice channels over the weekend ...stable , hope it stays that way fingers crossed .

”Beginning is half done.”

 

[Alpha008]

Hi guys,

We have sinced established the problem was with the signalling btwn the voice mail and the md110.Both ends of the link were reset and it seems to be holding out so far.
On the subject of the transfer type , we are using monitor at the moment as it helps retain control of the call if the target is busy(gives opportunity to give user more options on an auto attendad for example ...)

Thanks for all the help guys.

”Beginning is half done.”