im a genesys and switch support newbie…and i am incharge of the support activities in my team. Few days before i got a problem reported by our customer which goes like this..
“Problem with IVR system: The IVR (800 numbers affected): that when they make test calls, sometimes they gets fast busy signal, sometimes the calls go straight to the agents. Call Centers are affected. please attend to this problem”.
and our technical development team which attended to this problem have given the following as the workaround, which goes like this…
Corrected the issue by pulling out the T1s that were contributing to the default routing. The 1st and 2nd T1’s were pulled out of the IVR 1,2, and 4.
Infact there where 7 problems which were reported earlier similar to this and for all those problems our technical team gave the same workaround solution…“Remove T1’s and reconnect T1’s.”
I am unable to understand the Inter-relationship between the default routing / getting fast busy signal / calls going directly to agents and pulling out Ts1’s which in turn solves the problem.
Request your help guys!!!
Please help me understand what can possibly cause the above problem reported by our customer and why the problem gets solved by pulling out T1’s ?
Hmmm… I’ve no idea why (or what) pulling T1’s out of default routing is all about… it sounds as if the port is being reset by following this basic procedure.
However; If your Test Team are using local land lines (on the same site as the terminating 800 number) from which to make test calls, it may be that they are dialling the local number, instead of the 800 number… It may also be that, even if they are dialling the 800 number, the call is tromboning on the local switch, which may be why you are getting spurious results. Ask your Test Team to test the 800 number/strategy from a Mobile (not a landline) and see if they get satisfactory results…?
My understanding of the above mentioned problem / issue
I think probably the phone card ports are getting blocked / busy state by some application or some other mysterious stuff, and so the new incoming calls to the 1800 number of the IVR are not able to get a free port to be routed and to get connected to IVR. So the new incoming calls defaults to agents.
So at this stage when the T1 cards are pulled out of the switch it resets the ports and when again put back into switch its ports are available for the new incoming calls.
I am not exactly sure if this is what is happening.
Also i have another question, why does the ports go into busy state and i mean all the ports in card ? Is there some other reason why this can happen ? if so, what are the reasons which can cause this kind of port blocking or all ports going into busy state.