Dropping calls in a specific service

Aug 22, 2012 11:52 PM PDT
Brad Eltervoog
Ontario Ltd O/A Empire Communications
I had agents on calls in a specific service, and calls waiting in queue. All the calls that agents were talking on in that service dropped all at the same time. Just before they dropped there was a loud static noise on each phone. I am certain that it was not the PRI because the calls in queue stayed in queue and calls on other services were unaffected. Any ideas would be much appreciated.
Aug 27, 2012 07:43 PM PDT
Amanda Fagan
NB Test and Measurement
Since the audio path goes directly from the Agents phone to the ShoreGear hosting the PRI, the static noise could only have come from the ShoreGear or the PRI itself. If you are convinced that the PRI is not the problem then the only other explanation is the ShoreGear T1 switch.
Aug 30, 2012 10:29 PM PDT
Brad Eltervoog
Ontario Ltd O/A Empire Communications
Thanks Amanda. I figured it out. It was a blade on their Cisco switch. Just so happened that everyone on that blade was all sitting in one row of the call center and that is why they told me it was all one service that dropped.

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