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  • 1.  ACM and "ghost" calls

    Posted 10-29-2013 06:15 AM

    For the purposes of this documentation I have defined a “ghost call” as a call that was delivered to an agent logged into Avaya OneX (VCC Desktop), CTI information appears for the call, and where the agent was not hearing any audio from the caller.


    Based upon comments left by callers where they indicated they dialed one of our toll free numbers, took a prompt, said “yes” to the survey, never spoke to an agent, and were delivered to the survey.


    1. Validated that all of the Avaya PBX (ACM-5.2.1) vectors had the appropriate first 2 steps in call flow (i.e. wait 0 seconds hearing music, wait 2 seconds hearing ringback) – required for SIP.
    2. Verified via testing that the “allow VDN override” field did not impact this issue.
    3. We have validated numerous calls via ICM query that the calls were in fact delivered to the agent in question; and that the ACD talk time is typically less than 10-15 seconds.
    4. This is also confirmed by the documentation in the UES Survey portal that actually tags the agent with the call where caller left message saying they never spoke to an agent.


    It should be noted that although the “incoming” toll free number call is SIP, when the call is routed to West gateway for them to take call control, it is then TDM and remains TDM. Our infrastructure no longer does quality monitoring (Qfiniti) on TDM trunks.

    1. MST trace has been activated on numerous occasions, and we have been able to duplicate a “no audio/ghost call” and provide the pertinent information to AVAYA; but per AVAYA it always looks like a good call.
    2. We have also made test calls ourselves using hammer; 1 out of 62 calls resulted in a “no audio/ghost call”;– no significant results.
    3. We have engaged our survey (3rd party) vendor and provided them with our ICM query data requesting feedback on certain criteria (i.e. data center (Omaha vs. Denver); RTN/APN, IVR port number, did they see (DTMF) #9 (where caller was trying to route to survey themselves) along with some of their call recordings. Results from the survey vendor did not provide any significant information.
    4. Placed test calls (in production environment) and requested that agent transfer our call using the “91” method (which is NOT the approved method of transfer); call was successful (two-way audio) to agent #2.
    5. As we have both in-office agents and work-at home (some who use IP Softphone; others may still be using Work At Home Kits) it does not appear to be isolated to any one particular configuration.