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#74968 06/11/05 09:36 AM
Joined: Jun 2005
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Hi guys,

anyone have idea the reason behind ghost calls. My call center agents are complaining that they recieve lot of ghost calls. As per them ghost calls are one which rings the telephone and immediately disconnects before the agent picks the call. Is this due to my avaya g3r switch or it is something from the service provider. If any one has some good document on this pls let me know

thanks
satish

------------------
satish rawat
Avaya adminstration


Avaya adminstration
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#74969 06/11/05 10:32 AM
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I have seen this before. In my MOH I ensured that it instructed them towards the light, the light is warm, the light is good.

#74970 06/12/05 05:58 AM
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You may have a disconnect supervision problem. Call in and wait until you are in queue and hang-up. Trace the vector and vdn and the trunk group and see if you are receiving and reconizing the CO disconnect signal while on hold/queue.

#74971 06/13/05 01:13 PM
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supervison disconect setting are set to default on trunk group. its yes for inbound and n for outbound calls.

all these so called ghost calls are not dummy calls , they are actual human calls which shows caller id and all the details but somehow very diffcult for agents to capture all those details since calls gets disconnected within seconds it hits to agent station.


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#74972 06/14/05 02:38 PM
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Again, you may not be receiving the disconnect signal from the CO. Try hanging up in queue and let us know what happens. By default all phone system trunks should look for the disconnect signal. Are you receiving one?


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