Abandoned Call Search (Tie Trunks)

[Realign]

Site Info: G3SI V11 Intuity MAP5 CMS V6
Good Afternoon All. I have been performing some research on call abandonment and came across the term “Ghost Calls”. This term explains what my agents are experiencing exactly. Long story short, this term refers to calls being dropped, however the CO can wait from 2 to 25 seconds prior to sending a disconnect signal. With “Abandoned Call Search” enabled on the trunk level, the PBX will check the incoming trunk prior to sending the call to the agent. I would like to enable this feature; however I have one slight problem. The trunk groups assigned for Customer Service are tie lines and do not have that feature to activate. Does anyone know how I could receive similar results on these types of trunk groups?
Once again, your time and efforts are greatly appreciated.


Group Number: 50 Group Type: tie CDR Reports: y
Group Name: MCI INCOMING COR: 92 TN: 1 TAC: 726
Direction: two-way Outgoing Display? n Trunk Signaling Type:
Dial Access? n Busy Threshold: 99 Night Service:
Queue Length: 0 Incoming Destination:
Comm Type: voice Auth Code? n
Trunk Flash? n

TRUNK PARAMETERS
Trunk Type (in/out): wink/wink Incoming Rotary Timeout(sec): 5
Outgoing Dial Type: tone Incoming Dial Type: tone
Wink Timer(msec): 300 Disconnect Timing(msec): 500
Digit Treatment: Digits:
Sig Bit Inversion: none
Analog Loss Group: 9 Digital Loss Group: 13
Incoming Dial Tone? y

Disconnect Supervision - In? y Out? n
Answer Supervision Timeout: 0 Receive Answer Supervision? y

TRUNK FEATURES
ACA Assignment? n Measured: both
Internal Alert? n Maintenance Tests? y
Data Restriction? n
Glare Handling: none
Used for DCS? n
Suppress # Outpulsing? n
Seize When Maintenance Busy: neither-end

Incoming Tone (DTMF) ANI: no Per Call CPN Blocking Code:
Connected to CO? n Per Call CPN Unblocking Code:

Ds1 Echo Cancellation? n

ADMINISTRABLE TIMERS
Incoming Disconnect(msec): 500 Outgoing Disconnect(msec): 500
Incoming Dial Guard(msec): 70 Outgoing Dial Guard(msec): 1600
Incoming Glare Guard(msec): 1500 Outgoing Glare Guard(msec): 1500

 

[nohuhu]

Realign,

i don't think you have any option here except switching this trunk to isdn. the problem, as it seems, is not in your switch setup but in co that sends disconnect signal too late. from the definity side there's no way to distinguish between live call and a ghost one before co sends disconnect.
though if you will terminate all calls on the vdn and force them to listen to the hold music for a half a minute it may help. but it's a kludge.

 

[Realign]

I sincerely appreciate your response, and I apologize in the delay. This problem relates to a high volume of abandonment. So here is the situation, Customers call into an IVR, then via prompting are directed over the tie lines to various VDN’s at this location. Since the high rate of abandonment falls between the 2 locations, is there possibly something I am missing? Wink timer mismatches perhaps? Answer supervisions? Disconnect timers? Do you have any suggestions which would help in this situation? Once again, I sincerely thank you for your response.