We recently had a situation where our IVR system was delivering 'phantom' calls to the call centre - this started occurring after the resolution of another (provider) telephony issue. We use a customised IVR solution (Intel Dialogic cards connected via PSTN to a Nortel based PABX system).
Essentially we had calls arrive at the IVR, then pass through to default transfer options (menu based timeout) then be transferred to an operator - but there were no callers on the end of the line. On the basis that the call transfers were timeout based rather than selection based, we theorised that the calls were either being delivered without a customer to the IVR, or a disconnection within the IVR was not being detected correctly.
Eventually we managed to find a tech at our telephony provider with a clue who could examine the low level configuration of the PBX lines. He found that the lines had had the 'COD' ('Cutoff on Disconnect') feature removed from them. This meant that (as we suspected) that any hangups within the IVR wouldn't be signalled correctly - so would hang around until the IVR transferred on a timeout basis.
A tricky one really, since we have no visibility to our providers hardware and little access to qualified techs at their end. Plus the usual Telco policy of '(in)plausible denial' at every stage....
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