sundance-communications.com/forum Forums TDM Business Telephone Systems Comdial Telephones & Systems comdial with voiceworks

Daniel:

All you need to have them do is connect some kind of visual indicator, whether it be a meter, a butt set with a polarity light, a toner with a polarity light, etc. to the lines one at a time. Have a call placed to each line, then hang up from the calling phone. The light or meter should go completely out for about one-half second, indicating a proper receipt of the disconnect. If the light does not go off when the calling party hangs up, then the disconnect signal is not being sent. That's a pretty hands-down way to solve this once and for all.

You could always change the Voicework's ID Branch No Response destination to 9999 (hang up), and change the main greeting to reflect this. Of course this wouldn't help on calls where people actually made a selection, but would for hang ups that happened from the main greeting.

Of course preference would be to have disconnect sent correctly, but since it's becoming more and more difficult to get the phone company to comply, this is one option to help lessen the effect of not having disconnect.

I think we may be having a similar issue. I got a call a couple weeks ago from Verizon fraud department stating that there were some calls that were suspicious because of the legnth of the calls...something like 60,000 seconds. I didn't think much about it because they are not our carrier. Then last week I get a call from our provider TWTC saying that our acct. has been flagged by their fraud dept. and shot me off a list of over 20 calls - some that were for over 48hrs. I spoke with our vendor and he in turn called NEC engineering. They said that they didn't think that our system got hacked(which is what we were initally thinking) but that calls were not being disconnected properly. His thought is possibly a channel is getting locked up - we had this issue a couple weeks back which pretty much brought us down until we figured out what was happening. We have a Nitsuko 704i and I guess there is no long call disconnect feature(I believe that is what he called it) which our vendor said would resolve our issue. We have a very good relationship with our vendor, but I have yet to get a definitive answer to why this happened and is possibly still happening.
Does my scenario fit what is being discussed in this post or am I experiencing something different? Do I need to contact our provider and ensure we are getting open-loop disconnect? I want to make sure I have the correct verbage before calling.

Any feedback is appreciated!
-Glenn

edit: I just noticed that I probably posted this in the wrong forum since my problem isn't a Comdial issue. Please let me know if I should move this post to a different forum.

No, Glenn what we have been discussing to this point is completely unrelated with regard to technology being addressed. We are primarily discussing INCOMING calls not dropping. Now, if you are talking about inbound calls to your toll-free number, then it could be something similar and a very, very serious matter.

No doubt, you do have a legitimate issue here and I agree that this sounds like channel signaling is at fault here. Your local carrier (Verizon) should be willing and able to run a trace to get better details because it's going to get worse. We are in the process of being sued by Verizon right now for a similar issue that resulted in $40K worth of billing. Even though it was a simple error (on their part), they claim we still owe it because we didn't do anything to stop it. Don't brush this off; get your vendor working on it right away!

well we are meeting on monday with the carrier they claim they are sending the disconnect supervision as spec but the customer is still having the same problem. we will see on monday!!

Hey, Daniel, just a little more food for thought. Just because their switch is sending the disconnect signal, which they usually are, doesn't mean that the terminal equipment (channel bank) is repeating it. It is almost always the channel bank programming. If I am right, you owe me a dollar. If I am wrong, you still owe me a dollar.

well i met the vender on firday 2/24 they put a fluke meter on the line and called in each line and i saw the meter go to zero on each call then they showed me in there adtran programming the 2000ms disconnect supervision, so they said theres nothing else they can do. and replied the voicemial has the problem > I did add branch Id 9999 to solve the problem of amyone that hangs up on the auto attendant to disconnect.