IP Agent - call drop

dwagamon · June 9th, 2006, 01:28 PM

Issue 1 - I have a customer using IP Agent on a G3v10. She is experiencing 20 - 100 dropped calls per day. Call will come into the switch, display on the station, but drops as the agent attempts to connect via softphone headset. User states that when the call is handed to the station, if it rings, the call is picked up by the agent with not issues. However, when the call comes to the station (displaying on screen) and the set does not ring, the call is disconnected when agent attempts to pickup.
Issue 2 - the customer has a CLAN for the switch and one for the CMS. Under ip-interface - the CLAN for the CMS does not have an IP address of the Gateway and is setup for the same network region as the CLAN for the switch.

Question - As I am new to using IP Agent - could the setup error for the CMS CLAN be the cause of the issues experienced by the agents? If there could be another issues existing, could someone point me in the right direction to troubleshoot this issue?

Thank You for any assistance ....

oozenoz · June 9th, 2006, 01:32 PM

Just a thought, but have you actually verified the calling party is being disconnected? This could potentially occur if the caller hangs up during the transfer, for instance.

dwagamon · June 9th, 2006, 02:09 PM

THe caller has called back into the call center and stated "the agent hung up on me". The call log also verifies the call being received, then disconnected.

oozenoz · June 9th, 2006, 02:15 PM

With as many drops as you're experiencing, I would have guessed that to be the case. Best to be certain.

I take it you don't have this problem with other agents - have you done the basic troubleshooting? Check version levels of software, etc.?

dwagamon · June 9th, 2006, 02:39 PM

There will be a technician on site tonight to upgrade the CLAN board firmware to 17. THey will also place the CMS CLAN in its own network region. I am just trying to get ahead of this issue to see if anyone has experienced anything like this and whether there could potentially be a layered issue here which would indicate when we complete the work tonight, there may still be an underlying issue that still needs to be addressed.

oozenoz · June 9th, 2006, 04:03 PM

Think about these questions:

how many users are affected?
what do affected users have in common? do they have the same software versions? same os on the workstation? running different applications?
how do they connect? LAN? VPN? broadband or dsl?

dwagamon · June 9th, 2006, 07:27 PM

All good questions. They currently have 23 IP agents/stations setup in the system. All agents are affected by the issue, they are all working off the same software version (same switch), all have same OS, all have same applications, all connecting via VPN.

oozenoz · June 12th, 2006, 08:11 AM

Quote:

Originally Posted by dwagamon

There will be a technician on site tonight to upgrade the CLAN board firmware to 17. THey will also place the CMS CLAN in its own network region. I am just trying to get ahead of this issue to see if anyone has experienced anything like this and whether there could potentially be a layered issue here which would indicate when we complete the work tonight, there may still be an underlying issue that still needs to be addressed.

You're quite correct. Upgrading firmware as a first resort (unless it is a known issue that will be resolved) is not effective troubleshooting.

Just for grins, has the problem been replicated using a client locally on the network?

Keep us informed on your progress.

June 9th, 2006, 01:28 PM	#1 (permalink)
dwagamon Join Date: May 2006 Posts: 5	IP Agent - call drop Issue 1 - I have a customer using IP Agent on a G3v10. She is experiencing 20 - 100 dropped calls per day. Call will come into the switch, display on the station, but drops as the agent attempts to connect via softphone headset. User states that when the call is handed to the station, if it rings, the call is picked up by the agent with not issues. However, when the call comes to the station (displaying on screen) and the set does not ring, the call is disconnected when agent attempts to pickup. Issue 2 - the customer has a CLAN for the switch and one for the CMS. Under ip-interface - the CLAN for the CMS does not have an IP address of the Gateway and is setup for the same network region as the CLAN for the switch. Question - As I am new to using IP Agent - could the setup error for the CMS CLAN be the cause of the issues experienced by the agents? If there could be another issues existing, could someone point me in the right direction to troubleshoot this issue? Thank You for any assistance ....

June 9th, 2006, 01:32 PM	#2 (permalink)
oozenoz PBXtech PLATINUM 300+ posts Join Date: Feb 2006 Posts: 350	Re: IP Agent - call drop Just a thought, but have you actually verified the calling party is being disconnected? This could potentially occur if the caller hangs up during the transfer, for instance. __________________ - calvin

June 9th, 2006, 02:09 PM	#3 (permalink)
dwagamon Join Date: May 2006 Posts: 5	Re: IP Agent - call drop THe caller has called back into the call center and stated "the agent hung up on me". The call log also verifies the call being received, then disconnected.

June 9th, 2006, 02:15 PM	#4 (permalink)
oozenoz PBXtech PLATINUM 300+ posts Join Date: Feb 2006 Posts: 350	Re: IP Agent - call drop With as many drops as you're experiencing, I would have guessed that to be the case. Best to be certain. I take it you don't have this problem with other agents - have you done the basic troubleshooting? Check version levels of software, etc.? __________________ - calvin

June 9th, 2006, 02:39 PM	#5 (permalink)
dwagamon Join Date: May 2006 Posts: 5	Re: IP Agent - call drop There will be a technician on site tonight to upgrade the CLAN board firmware to 17. THey will also place the CMS CLAN in its own network region. I am just trying to get ahead of this issue to see if anyone has experienced anything like this and whether there could potentially be a layered issue here which would indicate when we complete the work tonight, there may still be an underlying issue that still needs to be addressed.

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June 9th, 2006, 04:03 PM	#6 (permalink)
oozenoz PBXtech PLATINUM 300+ posts Join Date: Feb 2006 Posts: 350	Re: IP Agent - call drop Think about these questions: how many users are affected? what do affected users have in common? do they have the same software versions? same os on the workstation? running different applications? how do they connect? LAN? VPN? broadband or dsl? __________________ - calvin

June 9th, 2006, 07:27 PM	#7 (permalink)
dwagamon Join Date: May 2006 Posts: 5	Re: IP Agent - call drop All good questions. They currently have 23 IP agents/stations setup in the system. All agents are affected by the issue, they are all working off the same software version (same switch), all have same OS, all have same applications, all connecting via VPN.

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