Dropped Calls

[bwenzel@cleartel.com]

Voiceguide,

 

We are experiencing a large amount of dropped calls. This is after the blind dialout and conferance has been established and the 2 ends have been talking for as long as 10 min at some times. If all lines are used, will this make another call drop to make room for the incoming call? Is there anyway to log this?

 

 

Secondly, we currently have 48 lines active and just purchased an additional 48 lines. The only problem is that the avaya can only give us the capacity for one T1 (24 lines). Will VG be able to only view the one T1 to use for the lines?

[SupportTeam]

If all lines are used, will this make another call drop to make room for the incoming call?

No calls are dropped to make room for more incoming calls.

 

The trace logs will show why the call was ended.

 

Enable logging by setting the log levels to 10 in VG.INI as per below:

[Log]

 

VoiceGuide=10

NumberLoader=0

VoicemailManager=0

EmailSender=0

TapiWrapOcx=10

SapiWrapOcx=0

Then restart VG and wait till one of the Dial and Conference connections finishes prematurely.

 

Please post the traces from VG's \log\ subdirectory.

 

When posting traces/scripts please .ZIP them up and post them as attachments.

 

Will VG be able to only view the one T1 to use for the lines?

A T1 can carry 24 calls (or 23 depending on how it is configured).

If you want 48 lines terminating into the system you will need to use two T1s.

[bwenzel@cleartel.com]

We tested today if voiceguide could be the problem by routing around the ivr and going straight to the customer service facility. We have 3 locations, 1 in Miami where the ivr is located, and 2 in Orlando where the ivr bridges the calls through the avaya to a customer service rep.

 

As soon as we shut the ivr down, we did not experience any dropped calls. Right now we are trying to trace down the problem. Whether it is a dialogic, voiceguide, router, switch, t1, or avaya problem. Please let me know if you have any ideas. With this amount of dropped calls the company will not buy additional licenses like i want to.

 

Tomorrow I am turning the ivr back on with logging enabled. I will have more details for you after I accumulate some data. I have a conference call about this tomorrow morning and I just need some answers before they decide to scrap the project.

 

Thanks again for all your help.

 

Brian

[SupportTeam]

If you can post the traces from VoiceGuide and indicate the call which was dropped then we can see in VoiceGuide traces as to what the reason was for that call ending.

 

Traces will show whether it's something in VoiceGuide script which is timing out and ending the call, or from which channel the indication that call was disconnected comes from: router or the Avaya, or if either of the T1 connections was dropped altogether by router or the Avaya.

 

We will need enough information to find the relevant call in the traces, so both time of call and CallerID would be required.

 

Similar traces should be available on router and Avaya...(?)

[bwenzel@cleartel.com]

Thank you for the quick reply. I will have the traces for you tomorrow. One other issue we are having is regaurding the registration of the second 48 lines we have just purchased. An email was sent to support@voiceguide.com.

 

Thanks Again