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  • 1.  Outbound calls - No Lines

    Posted 03-14-2022 23:21

    Hi All,

    I am getting confused on the wrap-up code 'No Lines'. Does it mean it's on our side or the customer's side? We got thousands of 'No Lines' on our calls today.

    Please help.

    Thanks.


    #Outbound

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    Rachelle McConnell
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  • 2.  RE: Outbound calls - No Lines

    Posted 03-15-2022 05:34
    Yes, we have the same problem. The Dialer is interpreting the SIP response 480 in the wrong way.
    A 480 can happen if the customer has a mobie phone which has no signal or is switched off.
    The CIC dialer misinterprets this 480 far-end-problem as a near-and-problem and tries to "repair" it by using e.g. an alternative line. The resulting wrapupcode "No Lines" dosn't have the flag "increments the attempts counter", so the dailer is ignoring the "Redial Control" parameter and INSTANTLY dials again. If you have a lot of customers with switched off mobile phones, this can lead to all lines to your carrier are occupied by this useless mobile-calls, slowing down the whole campaign.
    We have a Genesys case open for this, but we don't have a SCR yet.

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    Andreas Tikart
    Fiebig GmbH
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  • 3.  RE: Outbound calls - No Lines

    Posted 03-15-2022 10:39

    Thank you, Andreas. Looks like it was the configuration from the old dial line group to the new one. I was thinking it should not be the system because it is only affecting one campaign. We'll see how it will perform today. 



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    Rachelle McConnell
    CHRISTIAN BROADCASTING NETWORK
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  • 4.  RE: Outbound calls - No Lines

    Posted 03-15-2022 08:51
    What service are you using for Outbound?
    How big is the call list and how many max calls for the campaign?


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    ryan hedlund
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  • 5.  RE: Outbound calls - No Lines

    Posted 03-15-2022 10:42

    Hi Ryan, 

    We use Lumen and we never maximize the lines for outbound but it looks like it's the Line Group issue. We'll see how it will perform today.  I'll update later. 

    Thanks



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    Rachelle McConnell
    CHRISTIAN BROADCASTING NETWORK
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  • 6.  RE: Outbound calls - No Lines

    Posted 03-15-2022 12:06
    what service from Lumen, VC and CCS are very limited I assume you have something like MMS for dialer

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    ryan hedlund
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  • 7.  RE: Outbound calls - No Lines

    Posted 03-17-2022 18:21
    Sorry, I am not sure. I'll have to ask my engineer about that.

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    Rachelle McConnell
    CHRISTIAN BROADCASTING NETWORK
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