VOA and CCE Issues

[jamcb80]

I have a weird one here... Agents are hearing the zip tone, a VOA for call type and then it is taking an additional 4-5 seconds for the call to connect to the agent. Additionally, in some instances, the VOA will stop in the middle of the announcement and start over before sending the call to the agent. This is periodic and there appears to be no rhyme or reason. Now, in one call center, I have an 8500 running CCE 2.1 and a CT server. In the other site, I have an 8300 LSP using CCE through a Citrix client back in our 8500 site. The 8500 site gets the delay and then the call. The Citrix site gets stuck in a ring state and never completes the call. Thus far, no response from CCE…

Anyone have any ideas where to even start here? If you need more info, let me know. However, there are no errors on the CCE client, CCE server, CT Server, the IVR or even in the 8500. (CM 2.1)

 

[m1kep]

I am experiencing something similar myself. I have an S8700 with a 100MB link to an S8300 LSP and between them they run a virtual call centre. The problem I get is that it only happens on the S8300 site. The caller gets a Beep (for AA on ACD) then sometimes they get a whisper. The CRM screen pops but no caller is connected. CMS shows a call ringing constantly until I busy and release the station and the CRM client is rebooted. My theory is that my announcments are on the S8700 site and they are no functioning all the time over the link to the G700's. This is also very sporadic and I cannot ever predict when it is going to happen nor on what station. All my stations are Digital btw but I have heard of this also on IP handsets. Sorry I do not have the answer to your question but I can empathise with you! I will be watching your thread with great interest.

M1kep

 

[m1kep]

Also, forgot to mention, I too am 2.1 but about to upgrade to CM3.1.2. I am in the process of a technology upgrade on all firmware also in the systems so can update you by the end of June if it has made a difference!

M1kep

 

[justinsm2]

Two things that Avaya determined awhile back for versions 2.x and 3.x that could affect this is having both Hairpinning and IP-IP Direct audio turned on, or if the call is being actively service observed.
When I was using 3.0.8 by turning off hairpinning I was able to stabilize the overall delivery of calls and voa but needed a combo patch to fix it when it came to the call being service observed.

 

[jamcb80]

I still have this going on... By any chance, were you running CCE via Citrix?