Incoming calls costing on TNG with Farsouth

[Odette Danster]

Hi Chris

As discussed telephonically.

We require more detailed information:
1. The rawdata files from the Far South and then the raw.txt fromTNG, (with samples of Incoming calls that displays as outgoing)
2. Once TNG loads the call record, what is the call direction on the Call List page? Please attach screenshot.
3. Run a report and check the call direction for the call record in question?

I need to prove that the call direction from the Farsouth differs from what TNG reports. Please send as much detailed information of the call records as possible, like number, extension, date/time, etc.

Once all required information is received, we will escalate it to our senior technicians for further analysis.

Kind Regards
Odette

[Odette Danster]

Dear Chris

RE: Telephonic conversation on 26/04/2017

You were at the client making the test calls for us to check why TNG reports the call direction incorrectly.
Please Note: You must explain in detail the events of the test calls.

Please highligh the direction of the call, extension, number dialled from and time of call, etc. The reason for this is so that we know what to check for when looking at the rawdata files. This will also assist us with identifying where the ‘switch/problem’ occurs.

Once I receive the data and the detailed events, I can simulate the issue on my side and escalate to senior technicians/development.

Thanking you in advance.

Kind Regards
Odette Danster
Support Helpdesk
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From: Odette Danster
Sent: 26 April 2017 13:26
To: 'Christiaan van Niekerk'
Cc: Quintes Piek
Subject: RE: Incoming calls costing on TNG with Farsouth

Dear Chris

Thank you for sending the information.

I do need you to specify a call record where Far south reports it as incoming and TNG as outgoing. You have to tell us the extension number the call was answered on, number, direction of the call, etc.

Thanking you in advance.

Kind Regards
Odette Danster
Support Helpdesk
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From: Christiaan van Niekerk [mailto:christiaan@webcall.co.za]
Sent: 26 April 2017 09:25
To: Odette Danster
Cc: Quintes Piek
Subject: RE: Incoming calls costing on TNG with Farsouth

Hi Odette,

Herewith the requested information attached

Kind Regards,
Christiaan van Niekerk | Voice Support Engineer & Installation Technician

[Odette Danster]

Dear Chris

As discussed telephonically. I've completed the simulation tests and was able to duplicate your issue.

When using the PComX.dll plugin version 2017.01.18.1, in some instances incoming calls are translated as outgoing calls and therefore TNG applies a cost to the call record.

It appears to be an issue with the translation of the call data. I have escalated this to our senior technicians for further analysis. I will provide status updates as soon as I receive any feedback from them.

Kind Regards
Odette