Outbound calls are dropped!

[in_need_of_help]

I will skip the introduction and go directly to the problem.
We are running Genesys 5 framework with NEAX switch and one of our agents continuously experiences his outbound call being disconnected while he is talking to the customer. At first, we thought it was the switch, but our switch people tell us that the call is actually dropped because Genesys actually issues a RequestReleaseCall. Our agent swears that he has not been disconnectiong the call, and we had a supervisor monitor that agent and confirm that the agent is not the cause.

We have relocated the agent to a different phone and the problem has ceased to happen. Has anyone else has experienced anything like this? I am enclosing part of the log where this happens. ( I have replcade customer numbers with XXXXs just in case)

0403120531 >A1811530811202024892020130308108A006040100040101
0403120531 <A210300E020248923008A006040101040101
0403120548 >A1811530811202024894020130308108A006040100040101
0403120548 <A210300E020248943008A006040101040101
0403120605 >A1811530811202024896020130308108A006040100040101
0403120605 <A210300E020248963008A006040101040101
0403120616 <A11230100201010201313008A006040101040101
0403120616 >A20F300D0201013008A006040101040101
0403120622 >A1811530811202024898020130308108A006040100040101
0403120622 <A210300E020248983008A006040101040101
0403120630 >A1813A3081370202489A0201B830812DA006040101040103820100A30FA00D04010104020201040400080007A40FA00D0401010402000A0404030A0604
distribute_event message EventReleased
AttributeTimeinuSecs 936000
AttributeTimeinSecs 1049339190
AttributeOtherDNRole 1
AttributeOtherDN '3064'
AttributeThisTrunk 8007
AttributeThisDNRole 2
AttributeThisDN '008007'
AttributeCallState 0
AttributeDNIS '00422454191'
AttributeUserData [26] 00 01 00 00..
'ANI_NUM' '1000123355'
AttributeConnID 000000f5afab037b
AttributeCallID 37755
AttributeCallType 3
distribute_event message EventReleased
AttributeTimeinuSecs 936000
AttributeTimeinSecs 1049339190
AttributeOtherTrunk 8007
AttributeOtherDNRole 2
AttributeOtherDN '008007'
AttributeThisDNRole 1
AttributeThisDN '3064'
AttributeCallState 0
AttributeDNIS '00422XXXXXX'
AttributeUserData [26] 00 01 00 00..
'ANI_NUM' '1000123XXXX'
AttributeConnID 000000f5afab037b
AttributeCallID 37755
AttributeCallType 3
sent to 1008 (DesktopToolkitX)
sent to 472 (DesktopToolkitX)
sent to 140 (StatServerForTAM)
0403120630 @DeleteCall 000000f5afab037b(37755)
04/03/03@12:06:31 client 472(DesktopToolkitX)message RequestReleaseCall
AttributeThisDN '3064'
AttributeConnID 0000000000000000
AttributeReferenceID 32
0403120631 <A12330210201010201693019A006040101040102A20FA00D0401010402000A0404030A0604
0403120631 >A181293081260202489C0201B830811CA006040101040103820100A30FA00D0401010402000A0404030A0604
distribute_event message EventOnHook
AttributeTimeinuSecs 248000
AttributeTimeinSecs 1049339191
AttributeThisDN '3064'
sent to 1008 (DesktopToolkitX)
sent to 472 (DesktopToolkitX)
sent to 140 (StatServerForTAM)
0403120631 >A220301E0201013019A006040101040102A10FA00D0401010402000A0404030A0604
04/03/03@12:06:35 client 596(DesktopToolkitX)message RequestAgentNotReady
AttributeThisDN '4033'
AttributeAgentWorkMode 4
AttributeReferenceID 38

[Vic]

Interesting log!
I looked at it and I think that:
1. Why do you have EventReleased issued twice?
2. Why do you have RequestReleaseCall AFTER EventReleased for that DN?
3. Why is ConnID 000000 for that RequestReleaseCall?

Chances are, you have two agents who are registered for the same DN. Check the client ID for the softphone in the log and tell me if you can see the same event distributed to more than one softphone. This would be a dead giveaway that you have two agents registered for your DN.

I am curious why you have RequestReleaseCall issued with 000000 after EventReleased... Is it normal in your call center? Do you have trouble synchronizing the state of your hardphone with softphone???