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Can't hear caller on an ACD call.

Can't hear caller on an ACD call.

Can't hear caller on an ACD call.

We have an Option 11C with release 25 software and we are having a problem with one of our ACD queues.

Occasionally, an agent will receive a call from the queue. When the call is answered, neither the agent not the caller can hear one another. If both stay on the line for 10-12 seconds, the problem goes away and they can hear OK.

Anyone have any ideas?



RE: Can't hear caller on an ACD call.

Is the caller front ended by an IVR and then transferred into the queue?  If this is the case, maybe the IVR is doing a supervised transfer and is taking too long to complete the transfer.

Just an idea.

RE: Can't hear caller on an ACD call.



Thanks for the response.

I’m not sure what an IVR is, but you do need to go through a Meridian Mail Automated Attendant to get to this queue.

If an IVR is the same as the Automated Attendant, how can I adjust the length of time the transfer takes?



RE: Can't hear caller on an ACD call.

You might have a bad port in your meidian mail

RE: Can't hear caller on an ACD call.

You can't adjust the time on the Mail transfer.  Mer Mail is usually prety efficient performing blind transfers.  As Bruceshow said, check your ports.

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