We are experiencing a high rate of call drops at our contact centre. Using VOIP infrastructure and the calls are flowing over rapid transfer protocol. Been trying to solve the problem since a while but am not seeing any pattern with respect to a particular time of day or the traffic. Following are the components of my technology layer. I have a central switch which goes into the MPLS network before it terminates at the agent desk. The call centre is connected to the MPLS through a switch and a router. The routing and connection establishment is done through SIP server. I am trying to look at the technology framework to figure out the source of problem. Please help.
