Callers getting disconnected after queueing 3

[PhoneK]

We have a Definity ECS rel 11 with Call Center release 8, this includes VDN and Vectoring. When we are experiencing high call volume,we are getting complaints that callers are getting disconnected. The place they are getting disconnected is when they are removed from queuing (music on hold) and are directed to an available agent (customer hears ringing as if they are going to be connected). We do not know whether agent is accidentally disconnecting caller or there is something wrong with PBX. Isn't there a way to trace a call and watch what happens at each step? Is there a way to know whether the pbx disconnected the call or the agent disconnected the call?

 

[4merAvaya]

You may be running out of time slots based on the description provided. Do 'list measurements load-balance total [yesterday, today, last-hour]'. Look for blockages in either the Port Network or Center Stage Switch (if equipped).

Below is the link to the Avaya Reports manual that gives a detailed explanation of how to read the reports.

Kevin

http://support.avaya.com/elmodocs2/definity/def_r10_new/233505_3/233505_3.pdf

 

[SF0751]

It's also possible that you do have an agent (or agents) that are disconnecting the callers. You can tell if a call is disconnected by the agent by looking at an Agent Trace report from CMS.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[fraggles]

You can also follow a call through the vector steps by doing a LIST TRACE VECTOR XX or a LIST TRACE VDN XXXX.

 

[Definity]

If you have the CMS installed with system, it will be easier to find out the calls from the call_rec file (ECHI). This will give you the call by call record of all the calls to your centre. If you know the CLI or otherwise also. You can trace the calls coming to agent & than getting disconnected or are being disconnected.

 

[PhoneK]

Thanks for the valuable posts, I checked through all your suggestions and everything seems to be working fine, however, we did find one area that may be causing the supposed disconnects. We have virtual remote agents in this call center that work out of their home and we utilize Avaya IP Agent. After some testing, we noticed that while the call is connecting to the IP agent, there is silence until agent picks up call, even though there is ringing on their end. I believe the caller hears ringing in our PBX until call is transmitted through LEC, then caller hears silence thinking that they might have been disconnected and they terminate the call. Does anyone know of a way to continue the ringing until call gets answered by remote agent or some other way to alert caller that they are not being disconnected?