RemoteConnection and Default path

[elwan]

Hi all,

On the router logs, a particular call was delivered to an available agent. But after 15 seconds, there was a message EventRemoteConnectionFailed, the caller then received a disconnected message. Would that call go to the default number llisted on the ISCCAttributeExtensions 'DEFAULT#' ? I tried calling the number listed on the DEFAULT#, but it just went through ok to an agent, i didn't hear any disconnected message (number you are calling is not in service)

Thanks heaps.

[Adam G.]

What was the Default number? Was it by any chance an ACD queue on your switch?

[elwan]

The Default number is not an ACD queue of the switch. It is an NACD queue setup for a default scenario, it is not listed in Config Manager.

[elwan]

the default number listed in the default destination option listed in the annex tab of the  routingpoint (ISCCAttributeLastTransferOriginationDN )

Below is the

ISCCAttributeUpdateRevision    1509229 [0017076d]
        ISCCAttributeExtensions
                'DEFAULT#'      '00292045166'
                'CUSTOMER_ID'  'C&C'
                'VQ'    'someVQ'
                'AGENT' 'someAgent'
                'PLACE' 'SomePlaceofDN'
                'DN'    '158509'
                'ACCESS'        '158509'
                'SWITCH'        'SomeSwitch'
                'NVQ'  1
                'TARGET'        'someAgentGroup@statserveer.GA'
        ISCCAttributeConnID    0649018fa72d6954
        ISCCAttributeOriginationDN      '0386614501'
        ISCCAttributeReferenceID        124597103 [076d336f]
        ISCCAttributeDestinationDN      '158509'
        ISCCAttributeCallDataXferType  RouteNoToken
        ISCCAttributeLastTransferHomeLocation  'ivr_tserver@ivrswitch'
        ISCCAttributeLastTransferConnID 0649018fa72d6954
        ISCCAttributeLastTransferOriginationDN  '0386614501'
        ISCCAttributeFirstTransferHomeLocation  'network_tserver@networkSwitch'
        ISCCAttributeFirstTransferConnID        0649018fa72d6954
        ISCCAttributeFirstTransferOriginationDN 'servicenumber'

[gustav]

Sounds like a ISCC timeout (possibly from your external route points being busy).  What was the time between the ISCC Route Request and the ISCC timeout?  Check the TServer option under extrouter -> request-tout.  If this is 10 seconds, and your request-timeout events were 10 seconds appart you may need to look at configuring additional external route points, or changing the TServer setting to something larget. 

From a data/targeting perspective, the agent will be found, selected and reserved, however the voice path will be unable to be paired.  Not 100% sure this is your issue, but something worth looking into.

[elwan]

The agents sitting on SomeSwitch are outsourced to another country. SomeSwitch is an Avaya Switch, all other switches are Nortel.

Would it be a network latency or the ports running out perhaps, that's why it's timing out?

Request-timeout is 15 secs on the tserver, the route request and timeout is 15 secs.

Thank you very much.

[gustav]

Network latency will only effect your data segment of the call.  I assume you are using a PSTN transfer connect (vs. Tie lines)?  15 seconds should be suffice for your tout setting, so I would recommend configuring additional external route points to handle to load.

Once a remote agent is selected, your external route points will be reserved for 15 seconds while waiting for a call, if your calls take 10-15 seconds to arrive you could easily use all availble external route points.