Carrier disconnect messages and Transfer Errors in OCS

[zack31]

Hey all - have a rather interesting question relating to OCS 7.2.002.09. Currently SIT tones here are detected as Transfer Errors, i.e. carrier messages such as 'Optus regrets that number is disconnected' are recorded as a Transfer Error. Is there a way for genesys to detect this kind of call as a SIT (disconnect) instead of a Transfer Error?

I had a good look through other versions to see if there was any way around this and it doesn't appear that there is. I haven't been able to find out much information and am wondering if anyone has any ideas?

Thanks heaps!

[cavagnaro]

The question would be from who is dialing...your PBX or CPD? I would talk to your carrier why are they sending such message instead of a correct signal.

[zack31]

Unfortunately there is no standard disconnect tone across carriers in Australia - some have their own recorded messages (ie. number you have called is not connected) and others just play tones similar to fast busy....there isn't any consistency and I can't see them changing it

[cavagnaro]

a telco can play a ringback, others a voice guide, etc, but at signaling level they must follow ETSI standard...even here in Peru we have such standards...

[Dionysis]

I can help here... sort of.

We have many different outbound solutions using both Switch CPA and Genesys CPD.  CPD does not give anything other than transfer error with this type of number.  However Switch CPA will generally separate the various SIT messages as the appropriate ISDN messaging is being sent regardless of the recording being played.

The reason for this is that the dialogic card in use by CPD detects a voice on the line, reports this to the CPD Server, the CPD server freaks out (yes, that's the technical term) because there is voice before the EventEstablished and that's just weird (as far as it's concerned).

So for SIT tone recognition switch based CPA is better in my experience, however many of the Australian ISDN messages get dumped into the General Error basket in this case, which can cause issues as some carriers send a disconnected message for multiple causes, switched off, disconnected, all lines are busy.  So setting treatments for these results is difficult.  Your results will also change based on your outbound carrier (Telstra, Optus etc).

btw, this is not a version specific issue, I've run Genesys Outbound from version 5.0 through to 7.6, they all have almost identical behaviour in cases like this.

Hope that helps.