| Let's see if I've got this straight... PhoneTree places an outbound call to a "customer" and plays a recording- something like "Your prescription for Extra Strength Annusol is ready to be picked up. Press 0 if you want to speak to a customer service rep". If the customer presses 0, PhoneTree transfers them to an ACDN. If all agents are busy, the call interflows to an off-switch DN via the PSTN. In such a scenario, it makes sense that the trunk between your PBX and the customer, as well as the trunk that is used to interflow the call to the off-switch DN, would be held up while the call was in progress. In that case, the PBX is essencially a "bridge" between the customer and the person at the IFDN end. MCI is feeding you crap regarding answer supervision. You would need SS7 service for MCI to take back the call and transfer the customer to someone at the IFDN end. Have you looked at the PhoneTree system as a suspect in the abandons you're experiencing? |