Something to look out for using Alcatel 4400 and OCS

[Dionysis]

I came across an interesting problem the other day that I thought I'd share.

We had hundreds of outbound calls being dropped for a particular campaign.  Even when agents were waiting for calls.  The only difference between this campaign and others is that they were running with Answering Machine detection turned off.

When we followed calls in the logs we found that by the time the OCS requested the call be transferred the PBX returned an error of "no active call".

It turns out, that the Alcatel has a minimum amount of time that a call must be established for before it will allow a transfer and this limit is configurable.

The option to be set on the PBX is Timer 42.  I can't remember what the default setting is, I believe it's 20 (which translates in Alcatel speak to 200 ms), you need to have a maximum of 20 ms here if you are not running with full AM detection turned on as the transfers are almost instantaneous.

So there you go, beware of Timer 42.

[Gui75]

Hi Dionysis.

Recommended values for Alcatel timers for outbound are provided in TServer documentation.
Recommended value for timer 42 is 2 which which translates in Alcatel speak to 200 ms

Regards

[Dionysis]

Not quite Gui75, the recommended setting is 2 according to Tserver documentation, however this timer is set in 10's of milliseconds, so the recommended delay is 20ms. 

The default delay is 200ms, which means the timer is set to 20.  Gotta love the simplicity of a French telephone system. :p
Dialling an outbound campaign with a 200 ms minimum transfer delay and no answering machine detection is what caused our problem.

Also worth noting that I have seen this setting change during PBX upgrades, so it's worth checking it post major release upgrades.  The PBX in question has been used for dialling outbound campaigns for the last 6 years with no issue, the setting was reset to default values after a recent upgrade, which is what caused our "no active call" problem.

[Gui75]

Well I would like to have Cavagnaro comment on this (if timers are provided as x10ms or x100ms).
Perhaps it changed from 4400 to OXE...

[cavagnaro]

hehe easy guys i'm still a little bit dizy because of celebration yesterday but i can answer this one.
timer 42 is the time that must elapse befoee a call initiated can be transfered. from virtual dialer to your rsi object in this case. when does a conversation begins for oxe? when a polarity inverse event poccurs, when a pri sends the signal or when timer 41 happens. timer 41 is the time to detect a ring or busy tone for transcom.
now about values, defaults are for the t42 is 50, and for the t41 is 3. so if you watched my video you will know you have to divide by 10 to find the value in seconds. the values for Alcatel means units of 100ms so a value of 10 means 1 second.
sorry if redaction sucks but i'm sure you can undertand it well
cheers

Oh, you can find yor default values with command DefaultInits in OXE prompt

[Dionysis]

Aah... I stand corrected.

I know why I got this wrong.

Our PBX engineers told me that the values are in 10ths of a second, from this my overworked brain translated that to 1 = 10ms, as opposed to 1 = 1000/10 ms.

*eating humble pie*
:p

[sweetsbulu@gmail.com]

Hi,

I have issue with Agent related configration and issue of requeue in the switch how to resolve this issue need some documents to refer it.

By the way i am satya working in IBM as a Genesys Consultant.

Thanks
Satya

[cavagnaro]

Er...open another thread. What PBX? What problem? What documents? We are good but doubt anyone has readmind facilities...
You don't look neither as IBM or less as Genesys consultant by the way of your oder for open questions...