SMDR question: 11 min call has no numbers dialled?

[kristikritter]

First, thanks to those on this site who have posted the pinouts for creating your own Avaya Partner to 9-pin serial port cable for capturing SMDR. I went to Graybar to buy a 355A, and learned they (at least ours) don't carry them, so ended up making a cable for 1/7th the cost with Radio Shack parts and stuff from the basement... and it worked! Yay!

So now that I'm getting the data, I am puzzled by a couple of things. The biggest is that there are some outbound calls (code "C") with extensive duration and no numbers dialled. Anybody have any idea what's up with that?

THANKS!

--Kristi

 

[Dexman]

Unfortunately, I've seen something like this many times before. In my situation, this happens when the system is programmed to select an external telephone line first.

People see that they have messages, up their handset, or press the SPRK button BEFORE they press the button to access the voicemail system. This will cause the system to seize an outside line and put it on hold. After the line has been on hold for more than 10 seconds, the system thinks it’s a good call. After the system times out 20 or so seconds, give or take, the telephone line is released and SMDR records the activity.

I've tried numerous times to have the users of the system I maintain to press the voicemail button before lifting the handset, but I've given up. Short of changing the selection method to Intercom first and then outside lines, I'm fighting a losing battle.

 

[Dexman]

Oops.

11 minutes is a bit different than 20 seconds. (lol)

Check the SMDR setup to see if you are going to report all calls as opposed to strictly incoming or outgoing.