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kenkumpula 11-14-2013 11:23 AM

Ghost Calls
 
For the purposes of this documentation I have defined a “ghost callhttp://images.intellitxt.com/ast/adTypes/icon1.png” as a call that was delivered to an agent logged into Avaya OneX (VCC Desktophttp://images.intellitxt.com/ast/adTypes/icon1.png), CTI information appears for the call, and where the agent was not hearing any audio from the caller.

Based upon comments left by callers where they indicated they dialed one of our toll free numbers, took a prompt, said “yes” to the survey, never spoke to an agent, and were delivered to the survey.

1.Validated that all of the Avaya PBX (ACM-5.2.1) vectors had the appropriate first 2 steps in call flow (i.e. wait 0 seconds hearing music, wait 2 seconds hearing ringback) – required for SIP.
2.Verified via testing that the “allow VDN override” field did not impact this issue.
3.We have validated numerous callshttp://images.intellitxt.com/ast/adTypes/icon1.png via ICM query that the calls were in fact delivered to the agent in question; and that the ACD talk time is typically less than 10-15 seconds.
4.This is also confirmed by the documentation in the UES Survey portal that actually tags the agent with the call where caller left message saying they never spoke to an agent.

It should be noted that although the “incoming” toll free number call is SIP, when the call is routed to West gateway for them to take call control, it is then TDM and remains TDM. Our infrastructurehttp://images.intellitxt.com/ast/adTypes/icon1.png no longer does quality monitoring (Qfiniti) on TDM trunks.
5.MST trace has been activated on numerous occasions, and we have been able to duplicate a “no audio/ghost call” and provide the pertinent information to AVAYA; but per AVAYA it always looks like a good call.
6.We have also made test calls ourselves using hammer; 1 out of 62 calls resulted in a “no audio/ghost call”;– no significant results.
7.We have engaged our survey (3rd party) vendor and provided them with our ICM query datahttp://images.intellitxt.com/ast/adTypes/icon1.png requesting feedback on certain criteria (i.e. data centerhttp://images.intellitxt.com/ast/adTypes/icon1.png (Omaha vs. Denver); RTN/APN, IVR port number, did they see (DTMF) #9 (where caller was trying to route to survey themselves) along with some of their call recordings. Results from the survey vendor did not provide any significant information.
8.Placed test calls (in production environment) and requested that agent transfer our call using the “91” method (which is NOT the approved method of transfer); call was successful (two-way audio) to agent #2.
9.As we have both in-office agents and work-at home (some who use IP Softphone; others may still be using Work At Home Kits) it does not appear to be isolated to any one particular configuration.


I am hoping there is someone else out there who has been done this road.

vpatel1 03-26-2014 09:08 AM

ghost call dead air
 
Hi kenkumpula,

I was just wondering if you ever found a solution to this. We're going through the same issue with no leads in sight after months of troubleshooting.

Any help will be appreciated.
Thanks,

ebyh 03-26-2014 02:50 PM

ghost call dead air
 
Ah, this reminds me of a similar REALLY frustrating problem I experienced years ago. For weeks we were tearing our hair out. Check your VDN programming. Any chance you have an extension populating the Return Destination field?

I had mistaken that field for RONA which is something different entirely.

The Return Destination kicks in if the agent disconnects *before* the caller does. If your Return Destination is set to route a call back to the agent queue, your system will keep it alive for a while as an active call, continuously cycling through the contact center even though by now the original party has disconnected! It was the worst.

If your agents are transferring callers to a survey, but hang up before the transfer is fully completed, maybe this could be the issue?

It's a long shot, but maybe.
Fortunately if this happens to be the problem, it's an easy fix.

carterbury 03-11-2015 10:21 AM

Did anyone ever figure out this issue? I have the same problem in my environment. We also use the return destination to go to a survey. Our call recordings reflect these ghost/dead air calls. Our csr's are either heard repeating their greeting or there is absolutely nothing but a few clicks.

ebyh 03-11-2015 10:49 AM

Unfortunately I think this is one of the risks of using the Return feature. If the caller hangs up but your server doesn't complete the disconnect, your agents will hear dead air.

You might consider adding a step... Return to a VDN tied to a vector which then collects digits after an announcement. Callers could be encouraged to opt-in to the survey by pressing 1 (or whatever). Then only route those calls to the agent queue. No response or any other digits could instead play a "thank you for calling xyz company; goodbye" and then disconnect.

I hope maybe this helps. Best wishes!

kumpuk 08-05-2019 09:41 AM

It is 2019---- and these things still happen. I have moved to a new company, still using Avaya ACM, and still end up with Ghost calls. I would blame myself, but the issue was here before I arrived (phew). Calls come in, the agent "sees" the call for a split second and the call heads off to survey. This occurs randomly and seems to have no pattern on VDN/Vector or trunk group.

hurdk 08-05-2019 01:57 PM

I am curious to know if you validated voip resources. Are you processing the calls thru a cabinet/media gateway? have you verified the correct ip-codec, etc? I get that the calls is getting to a TDM endpoint but are you verifying the ip portion is correct up to handoff to the TDM?


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