Urgent help required----Customer incoming calls getting disconnecting.

[pakya123]

Hi all,

We are using SCCS 5.0 and running an inbound call center.
Meridian 81C with Succession 4.0.

Suddenly a strange problem has started since last 4 days.

All incoming calls from customer, if transferred to another DN( Supervisor extn.) get disconnected after 5 minutes.

This problem is happening for only one process .

For other inbound processes using different ACD group and different PRI routes, it is working fine.

I have changed the TN's and also the ACD group, but it has not helped.Have compared the PRI route to another working pri route and everything seems to be ok.

Internal call transfers are working absolutely fine.

Can anybody help??????

Thanks in advance.

Riz.

 

[lretrievers]

Have you contacted the provider of the spans? Has something changed in the way they are provisioned? Are there any alarms on the spans in the PBX?

 

[pakya123]

No error on the PRIs. No changes in route or trunks at my end. Not sure if anything has changed at clients end.(Although they are denying any changes at their end, i doubt it.)

 

[wangod69]

We recently had problems with our Edify IVR transfering calls to SCCS CDNs. The IVR vendor added a 1 second hookflash to their transfers and things seem to have improved 1000%. These transfers were coming from analog sets on a lineside T-1. this may not solve your problem but it may give you some new ideas of areas to look into.

 

[pakya123]

Hey Guys.....

First of all....sorry for the late response....

I have identified the problem in the customers IVR.
He is using MPS 1000and facing major issues with it.
The most common being that the call age parameter in the IVR gets reset to its default value of 10 minutes on regular basis.

Now they have rectified the problem. Needs to be seen how stable the MPS 1000 is.


Cheers...

 

[johnpoole]

thanks, there is a forced timed disconnect on pbx trunks but it would affect a complete route,, seems strange that the ivr was the clown, most are programed to do a non-supervised transfer.. you must have a lot of ivr ports if it is still in the a06 mode after 5 minutes.. i was going to think a single bad port on a recorder.. again thanks for the info

john poole
bellsouth business
columbia,sc