Delay in connecting call to teleset

[Manueljung]

I have a release 6 ACD and just recently started having a couple of my operators getting a delay of about 10 seconds from when they go off-hook until the waiting call actually connects. The caller just hears dead air and we are starting to get people hanging up thinking they have been disconnected. I've switched telesets, headsets, base cords, jacks, checked the CCTs for delays and still can't figure it out. Has anyone seen this happen before? Any help would be appreciated.

 

[McGruff753]

Is it every call for these operators? Or is it an intermittent problem?

 

[Manueljung]

It is intermittent, that's what's making it hard to track down. It is happening frequently, though. It happens at different times of day and is coming from different applications.

 

[McGruff753]

When it happens, have them hit their bad line key. This way you can see if it is happening on the same trunk.

 

[Moebius01]

We had something similar, and I want to say it turned out to be some manner of problem in the voice system. We ended up doing an online resync to resolve it.

 

[Manueljung]

I will have them use the bad line key. If I can't track it down by the weekend, I'll do a resync to see if it clears it up. I will post whatever resolution I come up with. Thanks for the ideas!

 

[Moebius01]

Actually, in thinking about it, I don't think a resynch reboots the voice system, though I'm not positive. You might think of doing an ACC resync instead just to be sure. That way the voice system gets a nice clean reboot too.

 

[leeniep]

The your agents get any message in the teleset window?? like selected for call??

Leenie P

 

[Mattcctech]

I had the same issue. I spoke with a BAC from Aspect and he had suggusted that it might be related to a carrier issue if we were requesting ANI. SO you might want to check that out if these calls are all from the same Trunk Group. If not, if you are using the plantronics headsets (with the box) check the settings on the box. All I had to do was make sure that the agent's plantronics box was set on "1", it resolved the delay issue.

 

[Manueljung]

Thanks for all the ideas. The reboot and resync seemed to do the trick. Haven't had the problem since the weekend.