Malicious Call Trace ? 2

[tkinney]

We have an employee receiving repeated annoying hang up calls externally directly to her station. We have a Definity G3si Ver. 6. Is this a situation where I can activate malicious call trace? I have never used it before and don't know where to start. Any help is greatly appreciated as always...

Thanks,
Tina

 

[SF0751]

The problem withe MCT is that the callee needs to interact in order to start the trace - ie; press the MCT activate button because the caller is abusive, etc. If your caller is just repeatedly calling and hanging up, MCT won't work because the call isn't answered......

Your choices are:
1. If you have a CDR package (eCAS, etc) then use that.
2. If this is an agent who logs into a skill, then you can activate an agent trace through CMS.
3. Using your SAT terminal or emulation through ASA, use the command "list trace station 1234" to trace the activity. Keep in mind that this produces lots of screens of data (I copy & paste 'em to a word doc) and it will eventually time out, so you have to keep on top of it.

That's all I can come up with, I'm sure that others will have additional ideas.....

Susan
_{A positive attitude may not solve all your problems, but it will annoy enough people to make it worth the effort.}
^{Herm Albright (1876 - 1944)}
Ecce potestas casei.

 

[1a22ip]

Have you tested your trunks lately? It could be a bad trunk from the CO. Are other users geting hangups? Are the trunks DID? I wonder if the hangups are all on the same trunk. I had a problem like this in the past and it was a faulty DID trunk from the CO. But it bothered more than one user.

Just thinking outloud.

OH and Susan My Latin is very weak. Please translate.

Ed

1a2 to ip I seen it all

 

[tkinney]

Thanks Susan but unfortunatly we are not a call center and the only CAS I'm aware that I have is in AUDIX (unless you know where I can look on the switch side) and it will only give incoming call and the time and duration, it will not display the incoming number. I tried list trace but it won't take station! Advocate, vdn, ewt etc. Maybe my version is to antique LOL. I'm pretty much a newbie (2yrs.) and I have not tried yet to ask about an upgrade, not sure where to start and the cost factors involved. If anyone has any info on a version upgrade please advise and THANKS.
Tina

 

[tkinney]

Thanks Ed, this is the first complaint and she said its been going on about a week, yes she is a DID station. Did your problem show up under trunk outage as a member or on another report? If this is the case I need all of the ammo I can get before calling Ameritech. I had trouble with a trunk last year and it was a nightmare to try to get them to admit to fault, finally they found 2 bad cards at the CO causing the problem.
Thanks,
Tina

 

[1a22ip]

Tina: Have you translated ACA. On the Trunk from on page 2 is a ACA Assignment? n change to Y. Leave the default timers. On the system parameters features page look for
Automatic Circuit Assurance (ACA) Enabled? y
ACA Referral Calls: local
ACA Referral Destination:
ACA Short Holding Time Originating Extension:
ACA Long Holding Time Originating Extension:
in the extensions field place a soft number. Bridge this apperance to your set and everytime you get a call the meets the defaults timers the bridge apperance will ring and inform you in the display what trunk group and member is having the issue. One word of caution. This could get anoying if it happends constanly. But you have proof if it's a trunk issue or a prankster.
Hope this makes sense.
Ed

1a2 to ip I seen it all

 

[tkinney]

Thanks Ed, would I put my sta # for Referral and then 2 seperate stations for long and short?
Tina

 

[kraftsha]

we have successfully used this in the past if the caller stays on the line for a short time...

If the annoyance calls persist, you can try scaring the caller by instructing the person receiving the calls to say "hello" if no answer then press the 3 button a few times to send tones, then the person should say " this is the call to be traced"... this is usually sufficient to stop the calls since the caller will think an official trace process has been started.

 

[tkinney]

Thanks Kraftsha I will tell her to try that next time. Great idea....I'm still stuck on the ACA part. Put my ext. in for referal. 803(unused ext) for short and 804 for long. It will not let me bridge app to my sta. 292. The error is: Extension assigned to an object other than a station. Tried creating a x port station but then it won't accept them in sys para features. How can I get 803 and 804 to alert me when theres a problem?

Thanks,
Tina

 

[1a22ip]

Tina: sorry for the confusion. On the system features page you find an example below

Automatic Circuit Assurance (ACA) Enabled? y
ACA Referral Calls: local
ACA Referral Destination: 85938 extension in the PBX room
ACA Short Holding Time Originating Extension: 82038 unassigned soft extension
ACA Long Holding Time Originating Extension: 82039 unassigned soft extension
The 82038 and 82039 were free numbers not assigned to anythng. The referral extension is any assigned number and can also be the ATTD (Attendant).

Try This. If you have additional problems Email me at edthornton@yahoo.com

Thanks
Ed


1a2 to ip I seen it all

 

[tkinney]

Thanks Ed it worked. I thought I had to bridge appr. to my phone and that wasn't working. I am receiving long info already from the same trunk and member, so it looks like I do have a trunk acting up.
Thanks again to all for the advice.
Tina