Trunk Group Overflows

[cl8ton]

This is probably a basic question, but I'm hoping someone has a simple way to find this out --- how do I determine what trunk group my calls are overflowing to? In my hourly measurements for my customer service trunk, I see small numbers of overflows on the hour.. Management wants to know where those calls go, and I honestly don't know? I've taken over administration of this switch from someone else. I'm pretty green on this stuff.
Thanks in advance

Carla

 

[mikeydidit]

The Command "li routes" should give you what you need.

See Below

ROUTE PATTERNS
Route Name/Trk FRL Hop IXC BCC TSC CA-TSC ITC Service/Feature
Pat Pref Grp Lmt 0 1 2 3 4 W Request
1
1 5 2 user y y y y y n n none rest
2 2 6 user y y y y y n n none rest
2 1800 collect
1 5 1 user y y y y y n n none rest
2 2 1 user y y y y y n n none rest
3 1800 call att
1 5 1 user y y y y y n n none rest
2 2 1 user y y y y y n n none rest
4
1 5 2 user y y y y y n n none rest
2 2 6 user y y y y y n n none rest
5
1 5 2 user y y y y y n n none rest
2 2 6 user y y y y y n n none rest

"You don't stop playing because you get old. You get old because you stopped playing."

 

[cl8ton]

so, what happens to the overflow calls if it doesn't appear there is a backup trunk to handle those calls? This is what our routes look like:

ROUTE PATTERNS
Route Pref Trk FRL Hop IXC BCC TSC CA-TSC ITC Service/Feature
Pat Grp Lmt 0 1 2 3 4 W Request
1 1 2 6 user y y y y y n n none rest
2 1 2 7 user y y y y y n n none rest
3 1 2 6 user y y y y y n n none rest
4 1 2 0 user y y y y y n n none rest
5 1 2 0 user y y y y y n n none rest
6 1 2 6 user y y y y y n n none rest
10 1 2 6 user y y y y y n n none rest
20 1 5 3 user y y y y y n n none rest
40 1 10 0 user y y y y y n y as-needed both

 

[cl8ton]

here's the list measurements table:
Grp No: 10 Grp Size: 23 Grp Type: isdn Grp Dir: two Que Size: 0

Meas Total Maint Total Inc. Tandem Grp Call Que Que Out % %Out
Hour Usage Usage Seize Seize Seize Ovfl Qued Ovf Abd Srv ATB Blk

1400 247 0 144 89 33 1 0 0 0 0 0 1
1300 211 0 168 103 39 2 0 0 0 0 0 2
1200 253 0 339 197 117 2 0 0 0 0 0 1
1100 239 0 340 190 121 7 0 0 0 0 0 4
1000 284 0 209 123 55 0 0 0 0 0 0 0
900 377 0 282 186 71 5 0 0 0 0 0 4
800 349 0 274 187 64 5 0 0 0 0 0 5
700 211 0 145 96 31 0 0 0 0 0 0 0
600 15 0 36 16 15 0 0 0 0 0 0 0
500 2 0 4 1 2 0 0 0 0 0 0 0
400 3 0 4 0 1 0 0 0 0 0 0 0
300 0 0 0 0 0 0 0 0 0 0 0 0

 

[Steve789]

If you look at your Que Abd column, it shows that outbound callers are being queued and waiting for a line to become available. When outbound callers are queued, they will hear silence and therefore if they don't know they are queued, they are hanging up. This explains both your Grp Ovfl and Que Abd, since you do not have an overflow trunk group for inbound callers. Inbound calls are never getting to your switch, they are receiving a busy signal from the phone company when the call can't be delivered. You can ask your phone carrier to do a traffic report to see how many inbound calls your are losing from their side.

I've never tried it, but I think you can have outbound calls that are queued hear a message so they know all lines are busy...

Steve789

 

[Tolson]

One correction to the statement above - there are no calls being queued or queued abandon

 

[Steve789]

Oops! You're right! I didn't read the columns correctly.

 

[cl8ton]

I'm sorry.. I'm still a little confused.. where do the overflow callers go when there is no backup trunk to handle them? Are these overflows both inbound and outbound callers?