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I'm an end-user. We use contact center so we've created IRN extensions that route calls into Contact Center. We've configured 60 IVR ports to be used by contact center as holding spots for the calls.
On the IRN's, we've designated a hunt-group for calls to fail-over to in the event the IRN doesn't answer or is busy. We continually have issues through-out the day where an IRN will stop answering calls and the calls fall into the hunt group.
The calls enter Shoretel via a Qwest T1 line that rings directly to a local T1 shoretel switch and is routed via DNIS to the IRN extension in Shoreware Director.
I can replicate the issue when I hear calls going into the hunt group by simply calling the IRN extension and waiting for my call to time out over to the hunt group. However, I'll test a different IRN and it will route me to the queue or available agent.
We are using Contact Center v. 4.35.11 and Shoretel v. 11.15.3201. I've contacted Shoretel's tech support and they've looked at the logs of specific calls I've recorded this happening too and they have not been able to identify what might be causing this issue. We aren't running out of IVR ports, when this happens at most there are 16 calls queued up and using the IVR ports, but the remaining ports are free when I look at the contact center.
The workaround is to move the IRN to a different route-point server and then move it back and the IRN will start to work again, but does anyone have any ideas why they stop working in the first place?
On the IRN's, we've designated a hunt-group for calls to fail-over to in the event the IRN doesn't answer or is busy. We continually have issues through-out the day where an IRN will stop answering calls and the calls fall into the hunt group.
The calls enter Shoretel via a Qwest T1 line that rings directly to a local T1 shoretel switch and is routed via DNIS to the IRN extension in Shoreware Director.
I can replicate the issue when I hear calls going into the hunt group by simply calling the IRN extension and waiting for my call to time out over to the hunt group. However, I'll test a different IRN and it will route me to the queue or available agent.
We are using Contact Center v. 4.35.11 and Shoretel v. 11.15.3201. I've contacted Shoretel's tech support and they've looked at the logs of specific calls I've recorded this happening too and they have not been able to identify what might be causing this issue. We aren't running out of IVR ports, when this happens at most there are 16 calls queued up and using the IVR ports, but the remaining ports are free when I look at the contact center.
The workaround is to move the IRN to a different route-point server and then move it back and the IRN will start to work again, but does anyone have any ideas why they stop working in the first place?
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