[asterisk-users] Calls Being Randomly Bridged

[Fons van der Beek]

Tilghman Lesher schreef:
> On Saturday 19 January 2008 20:32:42 Michael J. Liberatore wrote:
>   
>> Hi i have a friend who i setup an asterisk system for at his doctors
>> office.  it has 3 snom 360 phones with 6.2.x stable firmware and latest
>> asterisk 1.4 and zaptel.  They have the digium 4 port fxo card.
>>
>> They are extremely upset because calls are being randomly bridged for no
>> rhyme or reason.  They say that callers will call in and sometimes get
>> connected with other callers, or they will be in the queue and then be
>> talking to another caller waiting in the queue or on hold.  Or they will
>> be talking to a patient and then have another patient end up on the
>> conversation.
>>
>> They are freaking out because of hippa and laws that govern privacy but
>> i have no clue why.  I assume most cases are conference calls being
>> initiated by accident.
>>
>> So any help would be greaat.  maybe just disabling conference calls
>> would be a good start but i dont know how with sip phones.  or maybe
>> this is a bug?  unfortuinately they dont give me much info and i dont
>> use the phones so i dont have any specific logs to show, they just call
>> me freaking out saying this stuff but they rarely can give me a specific
>> call cause they get so many.
>>     
>
> I have seen this exact problem when people park callers directly into numbered
> parking slots, instead of using the auto-distribution system.  So, for
> example, the default distribution number is 700, and the parking slots are
> 701-720.  Callers will get bridged if two callers are assigned to slot 701.
> This could happen even if only one person is doing the wrong thing -- one
> person uses 700 (correctly) and caller gets put into 701.  Then another person
> transfers their caller to 701, and they're bridged.
>
> It comes down to a training issue.  And yes, btw, you can use the CDRs to
> track down exactly who is doing the wrong thing.
>
>   
I had exact the same problem in using the snom 360, it's too easy to 
bridge 2 calls, it isn't a bug, it works as designed but transfering a 
call on a 360 isn't as user friendly as it should be, specially when 
many calls are incoming.

I've replaced the snom 360 by a linksys 962 and disabled blind transfer.
But be warned.
When using the 962 and the extra panel train you users using the numeric 
keypad when transfering calls, using the extra buttonpanel when 
transferring calls randomly results in loosing calls.
Personally i'am still looking for a good station when a lot of incoming 
trafic is on a main station.