Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Gui75 on September 03, 2008, 06:45:36 AM
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Hi all,
I have just deployed Genesys outbound 7.6 with Alcatel OXE 7.1.
And I meet unexpected issues.
For almost one call every five calls in progressive mode, the agent can not hear the customer. We are even not sure that there is a customer at the end of the line.
We put new headsets, tried other types of phone sets, it did not change much.
From Genesys and CSTA point of view, everything works fine, no error, calls are routed and communication is established.
Any idea is welcome.
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New Info : we noticed that frequently, we have to wait 20 seconds when customer hangs up the call to have the call really released (froma a PBX point of view).
To be more specific, after customer releases the call, the agent still hears noise on his headset during 20 seconds.
It is not a network delay. It is really a telephony delay.
What I conclude is that the "silent calls" issue corresponds to customers that hang up before agent picks up the call. But due to the release delay, a "silent conversation" is established with customer.
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Questions:
- Can you describe your hardware config or post a "config all" from OXE?
- Are you using common hardware or crystal hardware?
- How many ghostZ have you created with VAD option?
- How many VAD licenses do you have?
Up to this point no traces needed.
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Sorry Cavagnoro, it seems that the customer is reluctant to give its configuration.
But finally we identified that this issue is due to a primary access at the carrier side (orange).
It happens not only in progressive mode but also on any phone call given to a fixed line. Curiously it does not happen with mobiles.
I hope it can help future implementations of outbound.
There are always many issues at PBX side and it is always very difficult to prove it and to have customer opening a ticket and so on.
Note also that we had many issues that were finally due to old phones and headsets.
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Ah......ok, PBX has nothing to do here, leave my OXE alone :D
Let me explain, when you call a house they use analog lines, which some has a feature called battery reverse and others not. what this does is that when someone hangs up the call it sends a voltage change so the other side can know that you hanged up. If the line doesn't have this feature the PBX on the other side simply will not know when you hanged up and only analyze noise levels as it guess will be a voice, that is why your customers hanged up because of waiting and OXE never knows this and for him the call is still there so it transfers it to an agent...so put an OXE, Avaya, Nortel, etc etc and same problem will raise as it is a Telco issue.
Regards
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Thanks Cavagnaro, I know why you have 5 stars now.
After 2.5 years, this is an achievement.
Where are you from?
Another question.
I understand that, when analog lines do not have battery reverse, they do not send any signal to tell that call was hung up.
Then, how can PBX know after 20-30 seconds that finally customer hung up the call.
Is there some type of polling done by the carrier?
If so, what kind of polling : some kind of dtmf signal?
Is battery reverse a property of the phone at the end of the analog line?
Or is it a property of some other equipement in the line?
Lastly, is it only old phones terminals that do not have this feature, or can I found also more recent models lacking this feature?
Waiting for your useful answers...
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Hi there,
Well 2.5 years smashing and fighting against everything lol so I learned something on the road... also I work on Alcatel world so I see PBX everyday...adding Genesys, adding Unified Messaging, adding N stuff more...
The PBX will listen the noise, voltage variations that our voice should made and when stays those 20-30 secs without nothing then it considers the call abandoned. Even sometimes when line is with some problem and generates too much noise (bad cables, water, rats eating cables, etc ect) the PBX can "think" that you are still talking,...
Now property of the phone, no, of the carrier who enables or disabled that feature on the home user depeding on the capabilities of the public PBX.
Digital lines (PRI,BRI) will not have this issue, only analog lines, can happen on brand new PBX because the programmer decided not to enable the feature or can happen on very old PBX because they don't have how to enable such feature.
Regards