Cross Communication Problem

[Guest Jonah]

I am currently using VoiceGuide for Dialogic 6.0.3184 with VGDialer and I am experiencing a problem with cross communication on the lines. The same 8 lines are being used for inbound and outbound calls. I only have VoiceGuide dialing out on 7 of the lines but the hunt group hunts to all 8. The problem is that occasionally when an inbound call is placed, it somehow gets piggybacked into the outgoing call so what the inbound caller hears is the beeps of the digits being dialed followed by our outbound script. The inbound script is entirely different so I know that the outbound script is bieng played. Are you aware of any issues with VoiceGuide regarding this matter? Do you have any idea what could be causing this strange behavior? What can be done as currently our IVR is down until this can be resolved.

[SupportTeam]

occasionally when an inbound call is placed, it somehow gets piggybacked into the outgoing call so what the inbound caller hears is the beeps of the digits being dialed followed by our outbound script.

 

If you have outgoing calls being made on the same lines that accept incoming calls then occasionally you will have a situation when phone line is picked up at the same time as the incoming call is attached to the line, by the line has not started 'ringing' yet. This is the same like situations which occur sometimes when you pick up a phone handset to make a call, but find that you have actually answered an incoming call that just hasn't started ringing yet and you end up speaking to the person who called you instead.

 

When using analog lines the system should be making outgoing calls on lines which do not receive incoming calls, otherwise situations like you describe will occur.

 

In you case this will probably involve adding more lines to the system.

 

Another option is to switch to using T1/E1 ISDN lines. The ISDN signaling protocol lets you avoid such situations.

[Guest Jonah]

occasionally when an inbound call is placed, it somehow gets piggybacked into the outgoing call so what the inbound caller hears is the beeps of the digits being dialed followed by our outbound script.

 

If you have outgoing calls being made on the same lines that accept incoming calls then occasionally you will have a situation when phone line is picked up at the same time as the incoming call is attached to the line, by the line has not started 'ringing' yet. This is the same like situations which occur sometimes when you pick up a phone handset to make a call, but find that you have actually answered an incoming call that just hasn't started ringing yet and you end up speaking to the person who called you instead.

 

When using analog lines the system should be making outgoing calls on lines which do not receive incoming calls, otherwise situations like you describe will occur.

 

In you case this will probably involve adding more lines to the system.

 

Another option is to switch to using T1/E1 ISDN lines. The ISDN signaling protocol lets you avoid such situations.

 

Is there any change that can be made to the analog lines coming from the PBX to rectify the situation? Also, is this what is commonly referred to as 'Glare'?

[SupportTeam]

Is there any change that can be made to the analog lines coming from the PBX to rectify the situation?

No. This is just what happens when an outgoing call is made at the same time as the PBX sends an incoming call on the same line.

 

You just need to make outgoing calls on lines which do not have any incoming calls sent in by the PBX on them. ie. you need to separate the 'outgoing' lines from the 'incoming' lines.

 

Also, is this what is commonly referred to as 'Glare'?

Yes.

[Guest Jonah]

Is there any change that can be made to the analog lines coming from the PBX to rectify the situation?

No. This is just what happens when an outgoing call is made at the same time as the PBX sends an incoming call on the same line.

 

You just need to make outgoing calls on lines which do not have any incoming calls sent in by the PBX on them. ie. you need to separate the 'outgoing' lines from the 'incoming' lines.

 

Also, is this what is commonly referred to as 'Glare'?

Yes.

So is this a problem with VoiceGuide or a problem with the lines? Also, if the lines coming from the PBX use ground start as opposed to loop start would that solve the problem?

[SupportTeam]

It's a problem inherent to all analog based systems. You will see it regardless of what hardware/software you use to answer and make calls.

 

This is the same like situations which occur sometimes when you pick up a (normal analog) phone handset to make a call, but find that you have actually answered an incoming call that just hasn't started ringing yet and you end up speaking to the person who called you instead. There is nothing you can do to avoid it 100%.

 

The only way to avoid it is to not allow incoming calls arriving on lines which are making outgoing calls, or get a T1/E1 ISDN line.