H.323 extensions and CCR Agents

[alankrut]

I have a question:

I create several H.323 extensions and create users with those base extensions in IPO500.
I make them as CCR agents.
Can i use Base extension of above H.323 extension users to Login from a real hard phone and carry on answering calls?
Any licences required?
The site does not have any IP trunks, only PRI lines, i.e., TDM.

 

[hairlessupportmonkey]

not 100% following here.

however, do this for IP sets.

Create the extns via the handsets.

make sure you have overlapping users / base extns - but get clever with this, dont just mix the IP handsets base extn with agent extns.

i.e

say your users / agents are like this

extn 400 -> 450
say extn 400 -> 430 are Digital and the rest are IP (h323)
Make your IP BASE and Users extn 700 and create agents called Base700 -> Base720 (make them hotdesk users but not CCR agents)

Now, just create buttons on the phone that say "Login"

so, if the switch reboots, they drop to users that say "Base7xx" and not try and log in with extns that might already be in use / logged in elsewhere.

I find this works very well when you have hot desk agents logging in on various handsets and locations.

ACSS - SME
General Geek

 

[alankrut]

no i dont have IP phones at all. I am just having IP base extensions created. Situation is like this:

H.323 Extensions:

ID - From 8000 to 8010
Extension - 600 to 620
Module & Port - 0 & 0 bcoz they are H.323 extensions.

Pick extension from above, say 605, and create a user Agent605, who is a CCR agent belonging to a CCR agent group/queue.

Agent605 does a Login at a hardphone extension say 225 as follows:

*35*605*12605# ...(12605 is login code).

Now he/she carries on incoming calls. Do you see an issue with above scenario?

Do you need any IP 500 Voice Networking Channels licence?

 

[hairlessupportmonkey]

I dont totally understand why you want to create IP Base extns if you dont have any IP handsets?

with Digital you just delete all the base extn numbers and they will drop to No User when not logged in with a hot desk agent.

if that agent wishes to use a fixed extn, then they can log in over the top.

ACSS - SME
General Geek

 

[alankrut]

Thanks you are right, we just had to create virtual users with extension nos. that are not present on the modules.

We have now removed all h.323 extensions but still i have many calls getting lost.

My queue is a CCR queue, no call waiting on any agents and i have tried longest waiting as well as rotary and sequential.

I have monitor traces saying Cause Code = 16, and also SSA's PRI lines channel traces but have limited interpretation.

So,

1. is there a detailed manual for Monitor, SSA traces?

2. What i am observing is that inspite of agents being free many calls are simply not being offered to them.

3. It is a purely TDM installation but my SSA continues showing service alarm saying "Attempt to use a feature for which no license is installed. License Type: IP500 Voice Networking Channels" !

4. The CLI on the agents' handset is different than the one they see on Phone Manager. How?

My versions are:

IPO500V1, Rel 5.0.15, CCR 1.2.7.1, Phone Manager 4.2.36.

Pls help.

Thanks

 

[hairlessupportmonkey]

So, the configuration of handsets physically isnt really related to lost calls.

however, when you run a lost calls reports, what does it show?

ACSS - SME
General Geek

 

[amriddle01]

16 = Normal call clearing, i.e someone/something hung up
The license error is just an SSA bug ignore it
What does SSA show against the active call when no agent is being alerted despite being free?

 

[alankrut]

when you run a lost calls reports, what does it show?"......lost calls are plenty, almost as many as calls being answered...

following is the trace of 6.28 pri channel. Calls are landing and clearing. Any clues?


<><><><>

Trace Output - Channel 28:
6/22/11 5:21:32 PM-096ms Line = 6, Channel = 28, Q.931 Message = Setup, Direction = To Switch, Calling Party Number = 9468149721, Called Party Number = 4212310
6/22/11 5:21:32 PM-114ms Call Ref = 219034, Originator State = Incoming Alerting, Type = Trunk, Destination State = Queueing, Type = Queue
6/22/11 5:21:32 PM-130ms Call Ref = 219034, Originator State = Incoming Alerting, Type = Trunk, Destination State = Alerting, Type = Target List
6/22/11 5:21:32 PM-130ms Call Ref = 219034, Alerting, Extension = 559
6/22/11 5:21:33 PM-842ms Line = 6, Channel = 28, Q.931 Message = Disconnect, Call Ref = 219034, Direction = To Switch, Cause Code = 16
6/22/11 5:21:33 PM-843ms Line = 6, Channel = 28, Q.931 Message = Release, Call Ref = 219034, Direction = From Switch
6/22/11 5:21:33 PM-856ms Line = 6, Channel = 28, Q.931 Message = ReleaseComplete, Call Ref = 219034, Direction = To Switch
6/22/11 5:21:33 PM-858ms Call Ref = 219034, Originator State = Clearing, Type = Trunk, Destination State = Alerting, Type = Target List
6/22/11 5:21:33 PM-858ms Call Ref = 219034, Disconnect from Originator End
6/22/11 5:21:33 PM-872ms Line = 6, Idle, Channel ID = 28
6/22/11 5:27:57 PM-491ms Line = 6, Channel = 28, Q.931 Message = Setup, Direction = To Switch, Calling Party Number = 7501123517, Called Party Number = 4212310
6/22/11 5:27:57 PM-508ms Call Ref = 219165, Originator State = Incoming Alerting, Type = Trunk, Destination State = Queueing, Type = Queue
6/22/11 5:27:57 PM-523ms Call Ref = 219165, Originator State = Incoming Alerting, Type = Trunk, Destination State = Alerting, Type = Target List
6/22/11 5:27:57 PM-523ms Call Ref = 219165, Alerting, Extension = 501
6/22/11 5:27:59 PM-066ms Line = 6, Channel = 28, Q.931 Message = Disconnect, Call Ref = 219165, Direction = To Switch, Cause Code = 16
6/22/11 5:27:59 PM-067ms Line = 6, Channel = 28, Q.931 Message = Release, Call Ref = 219165, Direction = From Switch
6/22/11 5:27:59 PM-080ms Line = 6, Channel = 28, Q.931 Message = ReleaseComplete, Call Ref = 219165, Direction = To Switch
6/22/11 5:27:59 PM-085ms Call Ref = 219165, Originator State = Clearing, Type = Trunk, Destination State = Alerting, Type = Target List
6/22/11 5:27:59 PM-085ms Call Ref = 219165, Disconnect from Originator End
6/22/11 5:27:59 PM-099ms Line = 6, Idle, Channel ID = 28
6/22/11 5:35:36 PM-716ms Line = 6, Channel = 28, Q.931 Message = Setup, Direction = To Switch, Calling Party Number = 8698240682, Called Party Number = 4212310
6/22/11 5:35:36 PM-733ms Call Ref = 219326, Originator State = Incoming Alerting, Type = Trunk, Destination State = Queueing, Type = Queue
6/22/11 5:35:36 PM-747ms Call Ref = 219326, Originator State = Incoming Alerting, Type = Trunk, Destination State = Alerting, Type = Target List
6/22/11 5:35:36 PM-747ms Call Ref = 219326, Alerting, Extension = 506
6/22/11 5:35:38 PM-496ms Line = 6, Channel = 28, Q.931 Message = Disconnect, Call Ref = 219326, Direction = To Switch, Cause Code = 16
6/22/11 5:35:38 PM-498ms Line = 6, Channel = 28, Q.931 Message = Release, Call Ref = 219326, Direction = From Switch
6/22/11 5:35:38 PM-513ms Line = 6, Channel = 28, Q.931 Message = ReleaseComplete, Call Ref = 219326, Direction = To Switch
6/22/11 5:35:38 PM-515ms Call Ref = 219326, Originator State = Clearing, Type = Trunk, Destination State = Alerting, Type = Target List
6/22/11 5:35:38 PM-515ms Call Ref = 219326, Disconnect from Originator End
6/22/11 5:35:38 PM-529ms Line = 6, Idle, Channel ID = 28
6/22/11 5:41:18 PM-631ms Line = 6, Channel = 28, Q.931 Message = Setup, Direction = To Switch, Calling Party Number = 7389805359, Called Party Number = 4212310
6/22/11 5:41:18 PM-649ms Call Ref = 219467, Originator State = Incoming Alerting, Type = Trunk, Destination State = Queueing, Type = Queue
6/22/11 5:41:18 PM-664ms Call Ref = 219467, Originator State = Incoming Alerting, Type = Trunk, Destination State = Alerting, Type = Target List
6/22/11 5:41:18 PM-664ms Call Ref = 219467, Alerting, Extension = 547
6/22/11 5:41:25 PM-275ms Extension = 547, Switchhook, Status = Off
6/22/11 5:41:25 PM-280ms Call Ref = 219467, Originator State = Incoming Alerting, Type = Trunk, Destination State = Alerting, Type = User
6/22/11 5:41:25 PM-331ms Line = 6, Channel = 28, Q.931 Message = ConnectAck, Call Ref = 219467, Direction = To Switch
6/22/11 5:41:25 PM-334ms Call Ref = 219467, Originator State = Connected, Type = Trunk, Destination State = Connected, Type = User
6/22/11 5:41:25 PM-334ms Call Ref = 219467, Answered, Extension = 547
6/22/11 5:41:38 PM-941ms Line = 6, Channel = 28, Q.931 Message = Disconnect, Call Ref = 219467, Direction = To Switch, Cause Code = 16
6/22/11 5:41:38 PM-942ms Line = 6, Channel = 28, Q.931 Message = Release, Call Ref = 219467, Direction = From Switch
6/22/11 5:41:38 PM-959ms Line = 6, Channel = 28, Q.931 Message = ReleaseComplete, Call Ref = 219467, Direction = To Switch
6/22/11 5:41:38 PM-961ms Call Ref = 219467, Originator State = Clearing, Type = Trunk, Destination State = Connected, Type = User
6/22/11 5:41:38 PM-961ms Call Ref = 219467, Disconnect from Originator End
6/22/11 5:41:38 PM-973ms Line = 6, Idle, Channel ID = 28
6/22/11 5:44:27 PM-905ms Line = 6, Channel = 28, Q.931 Message = Setup, Direction = To Switch, Calling Party Number = 9826710416, Called Party Number = 4212310
6/22/11 5:44:27 PM-925ms Call Ref = 219596, Originator State = Incoming Alerting, Type = Trunk, Destination State = Queueing, Type = Queue
6/22/11 5:44:27 PM-981ms Call Ref = 219596, Originator State = Incoming Alerting, Type = Trunk, Destination State = Alerting, Type = Target List
6/22/11 5:44:27 PM-981ms Call Ref = 219596, Alerting, Extension = 518
6/22/11 5:44:35 PM-149ms Extension = 518, Switchhook, Status = Off
6/22/11 5:44:35 PM-153ms Call Ref = 219596, Originator State = Incoming Alerting, Type = Trunk, Destination State = Alerting, Type = User
6/22/11 5:44:35 PM-194ms Line = 6, Channel = 28, Q.931 Message = ConnectAck, Call Ref = 219596, Direction = To Switch
6/22/11 5:44:35 PM-198ms Call Ref = 219596, Originator State = Connected, Type = Trunk, Destination State = Connected, Type = User
6/22/11 5:44:35 PM-198ms Call Ref = 219596, Answered, Extension = 518
6/22/11 5:49:52 PM-266ms Extension = 518, Switchhook, Status = On
6/22/11 5:49:52 PM-267ms Call Ref = 219596, Originator State = Connected, Type = Trunk, Destination State = Clearing, Type = User
6/22/11 5:49:52 PM-267ms Call Ref = 219596, Disconnect from Destination End
6/22/11 5:49:52 PM-282ms Line = 6, Channel = 28, Q.931 Message = Disconnect, Direction = From Switch, Cause Code = 16
6/22/11 5:49:52 PM-342ms Line = 6, Channel = 28, Q.931 Message = Release, Direction = To Switch
6/22/11 5:49:52 PM-343ms Line = 6, Channel = 28, Q.931 Message = ReleaseComplete, Direction = From Switch
6/22/11 5:49:52 PM-345ms Line = 6, Idle, Channel ID = 28


<><><><>

 

[amriddle01]

That shows calls alerting for 1 or 2 secs then clearing down, no wonder they don't get answered

 

[alankrut]

true but why??

 

[hairlessupportmonkey]

RUN A REPORT!!!!!!!!!!!!

ACSS - SME
General Geek

 

[alankrut]

RUN A REPORT!!!!!!!!!!!! "

You mean CCR report?...How to pin point the cause??

 

[amriddle01]

true but why??

If it's not a line fault and they are just clearing down, ring the person nack and ask them, a trace can't tell you why they decided to hang up

 

[alankrut]

There are many !! and i also have the following problem -
"
4. The CLI on the agents' handset is different than the one they see on Phone Manager. How?
"

So whom do i call up??!

 

[amriddle01]

In what way is it different, slightly or totally? if they answer which one is correct? Sounds like you have some odd programming implemeted or have had at some point

 

[alankrut]

The CLIs are totally different. The one they answer is on the telephone set.

Odd programming??...well that seems the easy way out......but is there any known issue/bug with above mentioned releases?...

On incoming call routes, its fairly simple - they land on the HG, HG is Rotary (at the moment)Queue, Queuing is ON by default being a CCR HG. Call waiting is off, No answer time is 15 Secs, HG Voicemail 45 Secs, Even then free agents dont get ring, More calls are getting lost than the ones that land on HG VMbox.

To keep it simple, i am not even thinking of AA, ETA and things like that?

Should i straightway do an erase and manual reprogramming?

 

[hairlessupportmonkey]

do you have NON CCR agents in your CCR hunt group?

ACSS - SME
General Geek

 

[alankrut]

no i dont...they are all CCR agents in HG which is also a CCR..