I have a question with CVP reporting:
We have 4 CVP servers being load balance on the CSS. One pair located in Region 1 (side A), and a pair located Region 2 (sideB). Both locations have ingress gateways. Lately, we've been having problems with performance with our Nuance servers therefore we have to allocate DTMF and ASR between locations (ie. 50% to 50%, or 100% DTMF side A, and 100% ASR side B). Presently, we also have a problem with our Service level agreement going down because of the large number of call going in. Here are the facts: Calls are normal volume, we have more than enough agents, and there are no abnormality reported by the agents. In addition, we compare the Telco report numbers (calls) and the calls report from CVP.
Is there a complication with our frequent allocation of DTMF and ASR between regions that can cause the numbers of call to be askew? The report from the CVP is higher by 800 calls, by the average, compared to TELCO.
The CVP pool is behind a VIP (virtual IP). When we switch from region to region, those calls in the middle of transaction will have to request or reconnect again? Could it be counted twice? Can there be a possibility of phantom calls?
There may be a number of variables missing from my post. Your opinion is valuable to me.