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IP Telephony - NBX
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Old fashioned party line - not good

bigmaneric97_1
Frequent Advisor

Old fashioned party line - not good

Our call center transferred a customer to a remote location on our WAN.  The call did not go to the extension we sent it to and she actually ended up connected to another customer.  Both locations have V5000 Call Processors and running R6_5_22P03.  Has anyone else seen this behavior?  Any one have an idea on how this might have been caused.

 

I do have a ticket opened with HP about this issues as well.

 

Thank you,

Eric

5 REPLIES
merlin215
Valued Contributor

Re: Old fashioned party line - not good

Hmm ...

 

So are you saying the call got bridged together with an outside call ? Kind of like a conference call ? Any chance on the user  typing in the worng keystrokes ?

 

What version of NBX Code ? I have heard of a few things like this randonly on some older codes like 4.3 and 5.0

bigmaneric97_1
Frequent Advisor

Re: Old fashioned party line - not good

Merlin,

      We are running R6_5_22P03.  And this were two external calls that were transferred to sam extension from two different phones in our call center.  They were forwarded to an external V5000 running the same code.

 

 

Thanks,

Eric

merlin215
Valued Contributor

Re: Old fashioned party line - not good

would definately need more info .


what kind of cal cetner ?

NBX or exchange ?

What was the procedure of transferring the call ?  Please explain ecxactly how the call was transferred or forwarded so I cna understand how the call was sent to the 2nd NBX ?

 

We are running R6_5_22P03.  And this were two external calls that were transferred to sam extension from two different phones in our call center.  They were forwarded to an external V5000 running the same code.

 

You say a remote user and is this on another NBX in ther same network ?

bigmaneric97_1
Frequent Advisor

Re: Old fashioned party line - not good

We have a call center that all for for our bank locations are routed to.  When the operator gets the call they press the transfer button on their 2102 phones, dial the xtension and press transfer again.  In this instance two external callers found themselves talking to each other.  It hasn't happened since but it might have been a timing issue. and the NBX's found the same broadcast stream while setting up the call.

merlin215
Valued Contributor

Re: Old fashioned party line - not good

would definately need more info .


what kind of call center ?

NBX or exchange ?

 

We did have an older bug fixed but that should not be an issue in R6.5.22 P03 release .

 

Happen all the time or just a couple a day ????