Call disconnect/transfer loop??

balbert99 · ‎05-15-2007

We have upgraded the AVRs in 67 offices with a Cisco IVR. 1 office appears to constantly loops calls. 1 out of 67. They have an Avaya phone system that is "working correctly"......... Did I mention that only 1 out of 67 offices is doing this...?

A client calls in and initiates a call. When done, the IVR gets the disconnect signal, and appears to disconnect the call. Then the line picks up another "call" but nobody is there so the IVR thinks it's a rotary phone and tries to transfer to the operator. We don't allow this after hours, so the IVR ends the call with a "Terminate (Contact : Contact)" in the IVR script. Then the line picks up another call and starts the process all over again. I've seen as many as 4-5 of these logged per second. 4 to 5 PER SECOND. They appear to be seperate calls because they get logged with different session id's.

What can I ask the remote phone guy to look at? He has always said his system is right, so he either doesn't know his system or he isn't willing to even look.

wdrootz · ‎05-21-2007

try this link:

http://www.cisco.com/en/US/products/sw/iosswrel/ps5207/products_administration_guide_chapter09186a00800b5ddd.html

balbert99 · ‎05-22-2007

Thanks for the reply. I'm in the process of reading through the doc, but in the meantime... I'm not 100% sure the problem lies in the IVR config. We have it running successfully in 50+ offices, and it does work correctly in this troubled office during open hours. Once this office closes is when we start seeing the problem. Here are some comparision configs that will hopefully shed some light.

Open Hours (8:00 am - 4:30 pm):

May 21 10:30:28 EST: //1950771//TCL :/tcl_PutsObjCmd: SCRIPT: Relaying digit 1 of duration 100 msec

May 21 10:30:28 EST:

May 21 10:30:29 EST: //1950771//TCL :/tcl_PutsObjCmd: SCRIPT: Received digit 9 of duration 100 msec

May 21 10:30:29 EST:

May 21 10:30:29 EST: //1950771//TCL :/tcl_PutsObjCmd: SCRIPT: Relaying digit 9 of duration 100 msec

May 21 10:30:29 EST:

May 21 10:30:29 EST: //1950771//TCL :/tcl_PutsObjCmd: SCRIPT: Received digit 0 of duration 100 msec

May 21 10:30:29 EST:

May 21 10:30:29 EST: //1950771//TCL :/tcl_PutsObjCmd: SCRIPT: Relaying digit 0 of duration 100 msec

May 21 10:30:29 EST:

May 21 10:30:30 EST: //1950771//TCL :/tcl_PutsObjCmd: SCRIPT: Transfer timer expired. Tearing down the call

May 21 10:30:30 EST:

May 21 10:30:32 EST: //1950775//TCL :/tcl_PutsObjCmd: SCRIPT: Placing call to 7109

May 21 10:30:32 EST:

May 21 10:30:33 EST: //1950775//TCL :/tcl_PutsObjCmd: SCRIPT: Call setup succeeded. Start listening for digits

May 21 10:30:33 EST:

May 21 10:31:19 EST: //1950777//TCL :/tcl_PutsObjCmd: SCRIPT: Placing call to 7109

May 21 10:31:19 EST:

May 21 10:31:19 EST: //1950777//TCL :/tcl_PutsObjCmd: SCRIPT: Call setup succeeded. Start listening for digits

May 21 10:31:19 EST:

May 21 10:33:30 EST: //1950779//TCL :/tcl_PutsObjCmd: SCRIPT: Placing call to 7109

May 21 10:33:30 EST:

May 21 10:33:31 EST: //1950779//TCL :/tcl_PutsObjCmd: SCRIPT: Call setup succeeded. Start listening for digits

May 21 10:33:31 EST:

May 21 10:33:46 EST: //1950775//TCL :/tcl_PutsObjCmd: SCRIPT: Received disconnect indication

After Hours:

May 18 16:41:06 EST: htsp_process_event: [0/2/0:1(8), FXOGS_WAIT_SETUP_ACK, E_HTSP_SETUP_ACK]

May 18 16:41:06 EST: fxogs_wait_setup_ack: vnm_dsp_set_sig_state:[Foreign Exchange Office 0/2/0:1(8)] set signal state = 0xC

May 18 16:41:06 EST: htsp_process_event: [0/2/0:1(8), FXOGS_OFFHOOK, E_HTSP_PROCEEDING]htsp_alert_notifyhtsp_call_service_msghtsp_call_service_msg not EFXS (2)

May 18 16:41:07 EST: htsp_call_bridged invoked

May 18 16:41:07 EST: htsp_process_event: [0/2/0:1(8), FXOGS_OFFHOOK, E_HTSP_CONNECT]fxogs_proc_voice

May 18 16:41:07 EST: //1843707//TCL :/tcl_PutsObjCmd: SCRIPT: Call setup succeeded. Start listening for digits

May 18 16:41:07 EST:

May 18 16:41:07 EST: htsp_process_event: [0/2/0:1(8), FXOGS_OFFHOOK, E_HTSP_VOICE_CUT_THROUGH]

May 18 16:41:07 EST: htsp_process_event: [0/2/0:1(10), FXOGS_TIP_GROUND, E_HTSP_EVENT_TIMER]fxogs_tip_ground_timeouthtsp_setup_ind

May 18 16:41:07 EST: [0/2/0:1(10)] get_local_station_id calling num= calling name= calling time=05/18 16:41 orig called=vnm_dsp_set_sig_state:[Foreign Exchange Office 0/2/0:1(10)] set signal state = 0xC

May 18 16:41:07 EST: //1843709//TCL :/tcl_PutsObjCmd: SCRIPT: Placing call to 7109

balbert99 · ‎05-23-2007

Also, for after hours they use what they call the "night bell". I've directed my searches toward that, and have found some interesting info so far.