Overview
You are getting complaints that calls from TT92 devices are taking a long time to connect and be placed in the call queue. The calls from your TT92 devices are timing out after two minutes and are requiring multiple redials before a call from the TT92 device is properly placed in the call queue.
Solution
If you are having issues with TT92 devices not being able to a CSA in Volt Delta UK, please open a Volt Delta UK support ticket with a few sample call ids and the numbers of the TT92 devices experiencing this issue.
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For Support Agents Only:
The CDS servers are load-balanced between the Acton and Slough data centers and with each data center, the servers are configured for high availability with an Active Primary and Hot secondary server. Due to the configuration servers, when you check one of the Primary servers and it does not have the Call Id required, you will need to check the other servers for the call logs. To investigate the issue on a particular server you will need to do the following:
Find the date and time of the call in the OMP
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Log into the Oasis Management Portal.
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In the left-hand menu, navigate to Reporting > Call Records.
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In the top left-hand corner of the click on the Live Calls dropdown and select Closed Calls.
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In the Search for Records text box, enter the Call Id of a call you would like to investigate and click the magnifying glass icon.
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In the search results click on the row that matches your Call Id to open the Call Record Window.
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In the Call Record Window, make note of the Call Id (Hexadecimal), Start and End times of the call.
Review the details in the ADS Trace logs
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Connect to the Volt Delta VPN.
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Log in to one of the Primary CDS servers. If you do not find the call in the logs on this server you will need to check the Primary CDS server in the other data center.
NOTE: If you cannot find the call in the logs of the Primary CDS servers, you will need to check the secondary ones since it is possible for the Primary CDS to change.
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Open Windows Explorer and navigate to D:\CDSServer\logs.
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Open the ADS Trace log file(s) that cover the date, start time and end time of the call that you retrieved in step 6 of the Find the date and time of the call in the OMP section.
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In the trace log for the Call Id, you are looking for a BYE command which indicates the device disconnected from the call. If you find a BYE command in the ADS Trace log files for your Call Id, inform the customer that this TT92 device is disconnecting the call and it is not Volt Delta UK.
NOTE: The CDS Server log files use the hexadecimal version of the Call Id, so make sure you use the Call Id (Hexadecimal) value from the call record to search for entries related to the call you are investigating.
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