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Mahmoud.Fawzy
Beginner

Contact Center calls drop after 1 second

Dears,

Hope you are having a good day.

I need your help in the problem with the below details:

- Calls received by the call center gets disconnected after 1 second.

- It doesn't happen to all calls it happens randomly.

- It doesn't happen in a certain time [ i.e : Peak time ] it happens randomly.

- It happens when using physical phones [Cisco 7821] and Web app [Finesse].

  • Call flow is: External Call > Voice gateway > CTI Route Points > Call Center Agent
  • Voice gateway is connected to office through WAN not Directly connected.
  • We upgraded phones firmware but issue still exists.

Thank you in advance.

 

3 REPLIES 3
david.macias
VIP Engager

To start I would look at the MIRV logs for a failed call then trace it through the system to see what is causing the disconnect.

 

david

tmariutto
Beginner

In addition to the suggestion to examine the MIVR logs which can be difficult if you are not familiar.  I would try to use the reactive script debug and find the step where the call is failing.  Are you sure it is hitting the script when the call fails?  I know you said it does not happen on every call, but I would load the script into a test environment and call until you can replicate the problem.

jasonmeredith
Beginner

If it happens to people "at random" (i.e. most of the time everything works fine for a set of agents and then calls start getting disconnected after one second for the same set of agents) it then it is probably some of kind of resource problem, like a UCM transcoder.

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