Tracing an extension/number

[Travel10]

Hi,

In our call centre we are currently experiencing an issue with a "mystery caller". One of our agents is getting approx 10 calls a day from a number which shows up on his phone as "2611 - 29". When he answers, there's nobody there or they hang up (perhaps they can't hear him?). My best guess is that one of our external numbers is being routed incorrectly or something, or it is an internal extension diverting to his number when it shouldn't.

Can anyone tell me what that number is likely to relate to, and also how to trace it?

Apologies if this is fairly straightforward or anything - I'm quite new to the Nortel/Symposium world!

Thanks,
Peter

 

[Tralfaz7698]

I would suggest that you add Malicious Call Trace to the agents telephone. When the suspicious call comes in have the agent press the call trace button and the call information will be output to the maintenance TTY port. Or you could turn on enhanced trace for the agent set TN in LD 80 and capture the output to a text file for later review.

Good Luck

 

[yyrkroon]

is it always 2611-29 or is it 2611-xx. I'm willing to be that 2611 is your trunk access code and the 29 is 1 of the member on your trunk. If its always 29, possibly a bad trunk - try outing and deleting it. If the number after the - changes, get your telco involve and have them test your trunk or have your tech test the trunk if you don't want to involve telco yet