Kishore Menon

Hi , need some help.Let me start with explaining the setup as it is bit complex.

We have an Definity ACD sitting in LA and one more Definity sitting in India. There are no agents sitting in LA. All the agents are sitting in India and log in to the LA ACD . The incoming trunks land on LA ACD. At LA each of the station in India is replicated by same extension no. ( DS1FD extension ). This Ds1FD staion is mapped to a trunk in India which is configured as wats. The incoming destination on this trunk goes to the coresponding station . Thus we have many trunk groups each will have only one channel.

The agents dial the respective TAC , reach LA and dial their login ids to login to the switch.

Now during peak traffic hours , we have observed this peculiar problem sometimes. Some call lands on the LA Ds1fd station , the CMS shows a ring , but the ring is not passed on to India.

When the agent dials the TAC however he gets connected to the caller.

We checked up the MUX side. At LA side during these times , the mux also does not receive a ring from the DS1fd station.

Now what could be the problem.. could it be that b'cos of the traffic the mux channels are sometimes failing to sense the ring .....??

The DS1fd stations are configured for auto-answer- none and the
Agent ids are configured for auto-answer station.

I reiterate it happens randomly with all extensions and that too only during peak traffic hours.

Can somebody help me........pls...????

stubborne

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Stu

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