CCM, IPCC and Unity - Voip phone calls get mixed - cross connection ?

Unanswered Question
Jun 25th, 2009

Hi

We are having a bad issue at a customer, I am not totally sure what this issue would be called .. if it is called cross connection or something else, so if someone can help us with the terminology we would surely appreciate that :)

We have had two instances where a customer call gets connected to a phone call between another customer and an employee.

In the first instance we know that there was a call between a customer1 and an IPCC agent1, another customer2 calls in to the IPCC queue, and then hears what customer1 and IPCC agent1 are saying … but they cant hear him back

For the second instance we do not know what phone call the customer was able to listen in on .. but that customer called in and got connected to a voicemail and heard another conversation between a customer and an employee over the voicemail prompt.

In both instances there are CTI ports involved so we suspect that CTI manager or something like that.

For reference we are running CCM 4.2, IPCC 4.0.5 and Unity 5.0

Regards

Gudmundur

I have this problem too.
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alicato43 Thu, 06/25/2009 - 03:07

hi

this sounds like cross calls

check out dsp resources on your router.

thanks

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