An outbound call disconnected by the customer is not marked as customer abandoned
|Problem Summary||An outbound call that is disconnected by the customer within the configured Abandoned Call Wait Time is not marked as customer abandoned.|
Script aborted with Contact_aborted exception.
1. Check whether the call was disconnected within the configured Abandoned Call Wait Time. Look for the below mentioned log statement in the MIVR logs:
SIPDialer:processCallAnasweredEvent() - starttime for campaign id SIPDialer:processOutboundDisconnectGWCallRespMsg: (callendtime-callstarttime)
Calculate the difference between callendtime and callstarttime to get the call time. If the call time is greater than the configured Abandoned Call Wait Time, then the call will not be marked as customer abandoned. This is the expected behavior.
2.Fix any issues related to the script and retry the same scenario.
|Associated CDETS #||N/A|