Rachelle

Is this facility wide?
Is this just the receptionist phone?
Is this a console or an extension?
Does it happen at particular times of day?


If you could flesh this out a bit we might be able to figure a few options out for you.

rlc

Tammie

Is this facility wide? No one else has complained
Is this just the receptionist phone? Yes
Is this a console or an extension? Console
Does it happen at particular times of day? Started first thing this morning and still getting dropped calls 2.5 hours later.

All calls come in to a greeting and get routed to the receptionist by either hitting 0 or waiting on the line.

Thanks!

Rachelle

At your Maint. Terminal, are you getting any error messages when these calls drop? Is the receptionist actually talking to a caller or does the receptionist answer a line that is dead? Can you duplicate this event yourself?

What is the actual course of events that leads up to the dropped call?


rlc

Tammie

I have tried to duplicate the calls, but mine always go through. This is what she is saying is happening...

Phone rings, she picks up... no one is there but on her LCD it is still showing something like 1902-40 when usually if someone hangs up the LCD will be blank. There is silence on the line and no one is there.

We have been monitoring calls that are making it through and they are coming from all over like they are supposed to. She has had maybe 30 of these calls just this morning which she says is highly unusual.

I have been watching the terminal and there have been no errors.

TelcoHo

I've seen similar issues. Iirc, the problem was agent sets being built but not acquired into symposium.

The reported problems were:
Symposium showing calls being presented to an agent, but that agents phone never ringing.
Receptionist gettting calls of dead air.

I don't recall exactly how the calls were routing to the receptionist, but acquiring the agents properly resolved the issue. ...either that or those users just stopped complaining.

Your situation may be completely different but with weird issues like this anything helps right.


will

slagburn

1902-40 would be an access code and member number. What is 1902? I'm guessing route 2 if it was programmed logically. Depending on what type of trunks these are you may have a bad trunk, group of trunks or a card issue. I've even seen problems like this on T-1 super trunks where the CO has an issue with a trunk in the T-1 and won't pass audio or is locked out has other issues.

It would be interesting to have her track what the display shows and see if it points to something specific.

-T

IS this a DiD number?If it is change your vacant number Intercept to give the caller a fast busy Instead of routeing to the operator.

Rachelle

Go to LD 60 and STAT. See if any of your T1's, specifically those that are built as members or Route 2, have anyLCKO or MBSY channels. With further diagnostics you could have a bad T in your equipment or you may need to get your carrier on the line for repair of the circuit.

rlc

Tammie

Thanks for the replies, I am now working with Qwest trying to figure out what is going wrong.