[asterisk-users] Calls Being Randomly Bridged

[Fons van der Beek]

Michael J. Liberatore schreef:
>  
>
> -----Original Message-----
> From: asterisk-users-bounces at lists.digium.com
> [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Fons van
> der Beek
> Sent: Sunday, January 20, 2008 3:23 AM
> To: Asterisk Users Mailing List - Non-Commercial Discussion
> Subject: Re: [asterisk-users] Calls Being Randomly Bridged
>
> 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.
>
>
> I think this is the cause too.  I checked the logs for parking to direct
> spots and I didn't see any of that going on so I think this is the
> likely cause.
>
> I disabled the conference button but I think the problem is with
> transfers as you mentioned.  Can anyone think of a way to prevent
> connecting two callers with the transfer function?  Either in the phone
> or asterisk?  I need to have the ability to transfer, but NEVER connect
> two incoming callers, only connect an incoming caller with a different
> internal phone.
>
> How do you think 2 outside callers are getting bridged with transfering?
>
> Thanks
>
> Mike
>
> Also to the person asking for more detail logs, I will try to get them,
> they can never tell me exactly when this happens only that "it happened
> a bunch of times this week" 
>
>   
On the snom 360
If you pay close attention when you transfer the calls, you can see the 
names/numbers of the calling partners
by using the "cursor" button (the round button with arrows) you can 
select to who you want to transfer to.
It's an user issue, but you can't "blame" the user when there is a lot 
incoming traffic it takes too many button presses and careful attention 
to make a correct transfer.

How to disable it?
I don't know but i faced the problem that users occasionally want to 
bridge calls.
e.g. someone calls for a person that only can be reached by Cellphone, 
this can be accomplished by asterisk and is often needed.

Personally I'm still looking for a good solution for a central station 
that is easy to use and has a professional appeal, i thought the linksys 
962+932 was it, but it has also some drawbacks.
One(or two) button attended transfer is not reliable. certainly not when 
there are 2 or three simultaneously incoming calls. It gets confusing at 
that time.

If anyone has any suggestions don't hesitate to make them!