Trunk to trunk UDP call transfer issue

[Sean655]

We have an 8800 duplex CM 6.3 system at our main location and remote sites running standalone CM 6.3 on 8300 servers. The remote sites are connected to our main site via internal SIP trunks and ISDN/DCS trunks. The remote sites have agents that use One-X Agent to log into dummy 2420 type phone extensions and agent IDs at our main site. In One-X, they program their extension into the "Other phone" field in order for them to get calls routed to them via UDP/AAR.

The problem is that if a remote agent gets a call and transfers it back to the main site, the call stays on their phone and they aren't able to get any new calls until that original call is finished. I'm suspecting this to be expected behavior because of the nature of the routing but figured I would throw it out there to see if there are any thoughts/suggestions on this issue. Apparently this has been happening for a long time and I suspect has been going on since this was implemented but that was before my time.

Thanks!

 

[DAVIDPAYNE]

Well I would have a lot of question on this setup.
1) why are you running two system, instead of combining them into one?
2) which site are the Agent programmed on?
3) Where is one-z point to?
4) Do you have WAN connectivity between site? (I assume you do)
5) what location do the calls originate at?
6) are the agents transfer to agents ID or extension? (if extensions which site)
That a start.

 

[Sean655]

1. This is how it was decided/designed way before my time. I assume that the users in those remote offices weren't originally expected to take ACD calls but eventually that changed and led to this "interesting" setup. We may combine sites upon upgrading to CM 8.
2. The agent IDs all exist on the main site.
3. One-X is pointed to procr at the main site.
4. There is a WAN connection between all locations.
5. ACD calls originate at main site.
6. The agent attempts to send the call back to the main site. I'm getting details on if it's directly to a user extension, agent ID, VDN, or hunt group.

Thanks.

 

[kyle555]

How are they doing the transfer? From the deskphone or from one-x agent?

When you say the call stays on their phone, do you mean One-X and/or the physical desk phone?

Is the service link mode on the X ported 2420 stations on the main CM set to as needed or permanent? Also, why not just have the service link mode be permanent? They'll have an open line tied up on the real desk phone all day long and that way you can have auto-answer if you wanted or just answer from one-x agent. Because the line stays open all day, it's not really a leg of any call that needs to be set up or torn down on a call by call basis.

Like David said, your setup is less than ideal, but yeah, reasons. You could avoid the more expensive one-x licenses that need telecommuter to use phones on the remote PBX and just use it in 'shared control' if it was controlling an on-PBX telephone, but whatever. I'm guessing that it's not the cleanest setup and people are probably making/taking calls using both one-x and the deskphone - like go available on one-x and then answer the call ringing the desk which is probably making it so people are doing confusing stuff.

Anyway, if calls come in on the main site and you have agents on X ported stations on the main site and they're in telecommuter mode over some trunk - be it to an analog phone at their house or some tie line to another PBX, then if they're transferring from one-x agent, none of this should really matter and you should only be concerned about call handling on the main switch.

I've done this once before but where the call came in the remote site and using some QSIG H323 was able to make the remote site send to vectors in the main site and the queuing to the agent's telecommuter phone back over the same trunk used path replacement to keep the media local to the trunk/set/gateway at the remote site while still getting treatment from the main CM as more of a soft switch.

I'd be curious what 'normal' is for your setup. Like, precisely what happens when a call comes in? Auto answer? What happens when they want to end a call? Do they just hang up on the deskphone or one-x too or...?

 

[DAVIDPAYNE]

If you are looking to upgrade to CM8, you will most likely save money by combine sites. in reduced Lic. cost.
And if you are planning on doing that in the near future, you may want to just hold off trying to fix this issue till then.
You might be able to use this as a reason to help push the combining of sites. Just a thought.

But you aslo said something about putting in an extension into the other filed. What extension is that, remote site desk phone, or what?