Mitel Forums > Mitel MiVoice Business/MCD/3300
3300 call center and reps complaining of dropped calls
phonelady55:
good morning all -
I have just installed a 3300 with 5224 IP phones for the call center reps. We have a Sprint PRI for 800 inbound calls and the reps are complaining that in mid-conversation, they hear a loud beep and the call disconnects - Sprint shows no errors on the circuit and PBX vendor says it is not them - has anyone else experienced the issue?
ralph:
If it's only the reps having this happens to AND they hear a true "BEEP" as opposed to more of a staticy click, check for the following:
(1) Check any stats you have to see if perhaps these calls are all disconnecting after the same call durration. Meaning, do all calls disconect after 5 minutes? (or some other amount of time )
(2) Is there anything on the phone LCD when this happen?
(3) Check the ACD ID's Agents COS, ALL Trunk COS and the COS of the instruments to be sure that "Call duration forced clear down timer" is set to Zero.
If you don't spot the cause there, we need to know the entire call progress path for the call: ie: DNIS rings to Auto Atten, then transfers to path, etc. We'll need a lot more detail. Hopefully you'll spot the problem in the COS.
Ralph
phonelady55:
Thanks, I checked the COS and that was okay, in the process of gathering the rest of the info.
v2win:
In the COS make sure you don't have call duration limits enabled on the agents COS and the trunk COS.
phonelady55:
Well, after doing some digging and listening to recordings of the calls (YES, luckily CallRex was very useful here), turns out most of the calls were simply hanging up after listening to a VM port that issued a disclaimer indicating that your calls were being recorded. We think the VM port is still routing the call to the reps before it disconnects. Some of the dropped calls were from cell phones, not much you can do about that. The CC mgr. still claims to have an issue - but I am still skeptical ;)
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