Overview
This article covers issues preventing the Multimedia Queued Callback feature from reaching a customer and how to troubleshoot them.
A separate article covers the reasons multimedia queued callbacks would not be allowed to be scheduled.
Causes
- Incorrect Outbound Dial Code
- A customer entered the incorrect number
- SIP Name does not meet carrier requirements
- Trunk not available
- "Inhibit Off Switch" enabled in Avaya Manager
Resolution
Follow the steps below to resolve or identify your outbound QCB issue.
Incorrect Outbound Dial Code
- Phone systems typically require a digit to be pressed prior to connecting to an external line
- E.g. If I wanted to dial my customer at "888-555-1234" I first need to press 9 and then enter those digits, resulting in "98885551234"
- This setting alerts the specific skill to dial this prefix prior to entering the digits submitted by the caller during the Queued Callback prompt
- Within Chronicall/ACR, you can verify you have the correct Outbound Dial Code for the specified skill
- Navigate to Multimedia Configuration > Skill Management
- Click on the ellipsis above the Skill you wish to check
- The example below is for the Skill "Avaya CM Sales"
- Verify the Outbound Dial Code is correct
- NOTE: You can also compare this field to the same field in other skills that are working in the same office for reference
Issues with Outbound Dial Codes
In most cases when you see a missed event in Cradle to Grave, it indicates just that. Chronicall tried calling the customer back and the customer missed the call. After 3 attempts it will discontinue trying to contact the customer.
In some cases, we have seen it show the event Abort or Missed when it is unable to dial out due to issues with the Outbound Dial Code. Refer to the Outbound Dial Code steps above for reference to this settings location.
In rare instances, there may be an issue with an Outbound Dial Code itself.
- In one instance, for example, it would try and dial out. It would then fail, hitting an operator message saying that the call could not be completed as dialed. This would occur when the system went to call the customer back.
- Let's say you have an Outbound Dial Code of 81 for that Skillgroup and you notice your QCB works for non-local customers, but not for local customers. This would indicate it is likely an issue with the call routing on the phone system itself.
- Chronicall will attach whatever Outbound Dial Code to the number the customer put in for a callback.
Test this by trying to call a local or non-local number from your desk phone using the Outbound Dial Code you have set up for the specific skill in question.
- For example, if your Outbound Dial Code is 81, pick up your desk phone and dial a local number with the Outbound Dial Code and all 10 digits, as users normally enter in all 10 digits for Queued Callbacks. Our local area code is 801, so we could test dialing 81(801)5551234 from our desktop phone. Then we could try dialing outside of our local area, such as 81(435)5551234.
This will tell us if the issue lies in your phone system or with the Outbound Dial Code. Reach out to your phone vendor for diagnosing any routing issues on your phone system. Your phone vendor may need to add shortcode rules to the virtual handsets (used to initiate callbacks) to drop or add the "1" as applicable for local vs long-distance numbers.
Incorrect Number for Customer
A common cause for occasional failed callback attempts is the customer approved or entered a number that is not their best direct number.
- A best practice is to educate customers to leave direct phone numbers instead of numbers that will place the QCB into an Auto Attendant (AA). This is common if your customer is calling from a company that displays a shared company caller ID number instead of a direct number. They may accept the callback before recognizing the conflict.
- The QCB will simply hit the AA, not dial anything, and then hang up after about a minute
- Within the same Queued Callback Settings menu as above, you can set the "Attempt to Guess Return Number" to "False"
- This will make each customer manually input their return phone number, which should reduce incorrect numbers being called back for QCB
- You may need to repeat this in the other Skills
SIP Name Does Not Meet Carrier Requirements
- When an extension from a PBX dials out, your customer might see the extension number as the calling party
- E.g. A call coming from agent 325 could display "325" as the caller ID number
- Some PBX's or carriers will block calls that are not coming from a standard phone number, blocking the callback attempt
- This can be corrected by adding a proper 10 digit phone number to the SIP settings of the User handset
- Your phone vendor should be familiar with this requirement and engaged to update the outbound number in IP Office Manager: USER ► SIP
Inhibit Off Switch Is Enabled
We've had a few rare instances where Multimedia sites experienced the following problem:
- Queued callbacks can be scheduled and the consumer would receive the queued callback without issue
- However, when the QCB is presented to the agent, both parties would just hear silence and the consumer would then be disconnected
- This failed hand-off is due to a setting in IPO Manager. You need to ensure the Inhibit Off Switch is disabled.
- Log into Avaya Manager
- Select the IPO in question, and navigate to System > Telephony > Telephony
- Disable "Inhibit Off-Switch Forward/Transfer"
- Also, disable it under User > Telephony
- Also, disable it under User > Telephony
- Save and Merge your changes, then test another call using the Queued Callback feature
Trunk Not Available Steps
- Chronicall/ACR is not aware of trunk availability and will send the SIP commands to initiate a callback even when there are no longer available trunks
- If the trunks are full, we'll still log an outbound queued callback attempt that will fail
- Below are steps to identifying the trunk saturation and a tip to reduce the impact on callbacks
- Using Avaya's System Status application, monitor your Trunk Saturation during a heavy call load period
- Verify within the PBX that your PRI or SIP line can handle the amount of Inbound and Outbound calls that are being sent over your lines
- NOTE: This step is best accomplished with an Avaya partner as Xima Software will not have access to verify this information, nor will we be able to make any changes to the IP Office to resolve any issues
- If your Trunks are being saturated, consider increasing your "Queued Callback Snooze" length so that the QCBs will go out at a later time
- Navigate within Chronicall/ACR to Multimedia Configuration > Skill Management
- Using the ellipsis buttons, open the Skill in question that was unable to send out the QCB
- Under the Queued Callback Settings menu change the "Queued Callback Snooze" so that the QCBs will go out during an off-peak time
- You may need to repeat this in the other Skills
- Navigate within Chronicall/ACR to Multimedia Configuration > Skill Management
- Using Avaya's System Status application, monitor your Trunk Saturation during a heavy call load period
Testing Outbound Calls from the Virtual Handset(s)
- A great tool to test calls coming from the virtual handset is to use our Multimedia SIP Extensions tool
- As an Admin of the software, search for Multimedia Configuration ► Multimedia SIP Extension
- Place the outbound number you'd like to test into the "Extension to Dial for Test" field
- This can be an external number as well
- Once the number is entered, press "Test" next to any registered handset
- If the call is able to get out of the PBX, it will ring your external phone and you will hear music if you answer
- Make sure to test it with and without the outbound prefixes used in your skill settings
- Also, test this for local and long-distance numbers if available
- As an Admin of the software, search for Multimedia Configuration ► Multimedia SIP Extension