stubborne

Hey, s8700 CM1.3 Callcenter 11.1

We've just added a 3rd party (site 3) call center into our environment. We use BSR 1st found strategy to balance call volume between sites. Calls arrive to site 1 and 2 from various places, site 3 gets calls only from BSR. Site 1 and 3 use1 ISDN/PRI, Site 2 and 3 use 2 ISDN/PRI circuits. There are 3 vectors per site 1 and 2 that deliver calls to the centers.

We're running into a problem where there is availability in site 3 and free trunks between the sites while site 1 and 2 are queued up. While doing a trace vector, I notice site 3 being suppressed quite a bit. Display events (vector) shows event IDs that will suppress the site for 120 seconds. The stuff is pretty generic but it mentions invalid data, invalid reponses, etc. The 3 vectors I use access the same location for BSR. If one vector attempts a poll at the same time as another, what happens. Would a poll VDN ring busy and return an invalid response?

Anybody got any advice as to where to start looking here? I want to say site 3 is at R9 and Callcenter v9. Could there be conflicts there? I'm going to find out about their version for sure. I appreciate any experiences you could share troubleshooting these types of issues!

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Stu

PBXBear

Stubb-

Email me and I'll give you my phone # to troubleshoot - there's a lot that can be going on.

Regards,

Chris

PBXtech.info

 

stubborne

Chris - your profile won't let me send an email. Send me your # to


stubborne@yahoo.com

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Stu

stubborne

Thanks for the time and info, Chris. In case anyone is wondering, we were saturating our trunks causing the suppression events. The reason site 3 ACDcalls + onhold < trunks was because they are getting callers they can't handle and transferring back to us via the Public Network. Our intra trunking remains in use while the agent becomes available. During peak times, they were transferring tons of calls back, keeping the trunks full but remaining available. NICE!!!!

Anyway, the PBX ain't broke.

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Stu