Engaged call alerts

[kieranmc]

Hi All

I am occasionally getting email alerts from our non-geo provider's platform to say that we have had engaged calls, usually at peak times. When this happens I check the trunks using CMS real-time reporting and I can see lots of idle member channels. In fact, these same channels are reporting as idle all day no matter how busy we get. So at the time of the engaged call, we clearly had spare idle ISDN30 channels. I have asked our switch maintainer to look at how this trunk is configured, but for now I'm getting nowhere with them. I can raise calls from my station using the Verify button to go out through any one of these permanently idle channels, but they never seem to take any incoming calls. Is the trunk likely to be configured badly on our side, or on the outside with BT (the Telco) or both?

Hope I'm giving the right info and asking the right questions, I'm sure it'll seem obvious to most of you guys.

Cheers

 

[keschber]

We had similar issue and it turned out to be a known bug. We have CM 5.2.1 and were running patch 02.1.016.4-18674. We had to install patch 02.1.016.4-19880 in order to correct it.

Avaya knows about it but they were not able to tell us much about it other than it is a random bug that sometimes pops up and they don't know what the triggers are.

When we had the bug we could do list measurements trunk hour (TG number) and see that the %ATB was high but the total usage was too low to account for that.

 

[kieranmc]

Hi, thanks for the reply

We're way back on version 4, which is rapidly running out of support. A whole other problem!!