CCE, IVR, DS1, agent conference

[slovic]

Hi all,

I've inherited a system with a CCE, which is not fully configured yet. But, I also inherited several issues, sorted out most of them, but one particular is giving me a headache.
So, my problem is:
- outside call(ISDN-PRI) is routed through vdn and vector to IVR box, caller hears announcement and call is transfered to agent...
- at that point, if I understood IVR/CCE guy well, when agent recieves and answer the call (by picking up handset), agent application initiates conference (cti messages) between calling party, IVR (greeting message), and himself (agent)...
- problem: when IVR channel drops from conference, after greeting message, in approx. 50% cases agent, for a couple of seconds, cannot hear caller, so he/she must ask caller to repeat what he/she was speaking...not so good..

In addition, there is no rule when it happens, it happens to all agents randomly, there is not specific time of day when it happens, no scheduled backups of servers or any other large data transports over the network...

System is S8300, 2xG700, CM 2.2, latest service pack, firmwares up-to-date, IP Phones 4610 for agents (2.1.3), g.729 codec, shuffling and hairpinning on,...

I have tried to trace it, but could not get it in trace log...

Any ideas?

Regards

 

[nohuhu]

slovic,

just in case: check your ivr application if it calls conv_data external function. if it is, and another way to check is in vector, whether converse-on step is followed with collect digits step. if it is, the pause is caused by the ivr and is a known issue.

 

[slovic]

hi dwalin,

In fact, we do not use conv_data function in ivr application, and we do not use converse-on step in vector.

We use CCE dip and IVR server to get call information and to transfer the call to the agent group. The problem started when we implemented the automatic greeting feature in call center (automatic greeting feature - when call is answered by the agent using CCE agent application, the application initiates conference call to IVR channel which plays prerecorded greeting message and drops from conference call).