Flash hook transfer quest on IVR connected via T1 with DS1FD stations.

[JBantz]

I have a problem. In my IVR I use a flash hook transfer to send callers out to an agent. (I know Converse works better, but I can't use it because my customers want a verbal whisper with an account number and transfer reason). The IVR does a flash hook, then dials a VDN and waits for an agent to answer. While waiting, the IVR plays a message "IVR Transfer, press 1". Once it detects DTMF of 1, it continues and plays the account number and other info then completes the transfer. On one of my IVR applications, we are seeing periodic occurrences where the IVR starts playing the account info before an agent answers the call. The same transfer logic is used in several IVR apps on the same box, but only one is having the problem. The only difference in the whisper transfer logic is that the problem app will wait longer before blindly completing the transfer. The ones that do not have a problem will loop through playing the 'IVR Transfer" message 10 times, then automatically complete the transfer even if the call is still in queue while the problem app will loop 30 times before auto completion. I can prove that the queue that we are sending the transfer to has available agents, so the IVR is not reaching the end of its timed loop and completing the transfer.

So here are my questions:

1. Does anyone know of any parameters that affect the amount of time that a DS1FD station waits after the first flash hook before it automatically completes a transfer?

2. Would VDN override play a part in this?


We are running a G3r9.5. Out IVRs are using Dialogic boards.

Any ideas would be greatly appreciated.

Thanks
JBantz

 

[FoneFun]

Have you tried to service observe the call as it goes through to see what happens?

And just for fun, have you tried setting this to 10 times repeat?

In "change system-parameters features" there are a few timers, so see what yours are set to.
In particular there is a page called Conference/Transfer,
and an option called No Hold Conference Timeout.

VDN override is the option tha allows the settings of one VDN to be overridded by the next VDN (ie VOA whispers, Skills, etc).

BTW, you wouldn't happen to know about VDN Override for ISDN Trunk ASAI message?