Call is not retried for abandoned and failed calls

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Problem Summary Call is not retried for abandoned and failed calls.
Error Message N/A
Possible Cause
  1. Retry option is set to 0 in the AppAdmin web page.
  2. Maximum Attempts to Dial Contact has reached the maximum value that is configured.
Recommended Action 1. Check if retry option is disabled in the AppAdmin web page for progressive and predictive campaigns. Retry gets disabled when the corresponding delay fields are set to 0.
Check for the following log statement in MIVR logs:
updateRetryWithDelayContacts: delay is set to 0, hence marked the record as CLOSED

2. Check the "Maximum Attempts to Dial Contact" field in the AppAdmin web page. The calls are not retried if Maximum Attempts to Dial Contact has reached the maximum value that is configured.

3. Check the scheduled callback time for the retry calls in MIVR logs:

updateRetryWithDelayContacts: delay is:: <delay>
updateRetryWithDelayContacts: RETRIES_WITH_DELAY for: <dialinglistid> <callResult:> <callStatus: > 
New callbackDateTime set to: <callbackDate>

Note:

  1. The callback date and time in the MIVR log is displayed in GMT, hence you need to convert the time in the MIVR log to match the server time. If the callback date and time is lapsed, then this record will not be picked for retry and will be marked for immediate retry at midnight.
  2. If the dialer detects the phone01, phone02 or phone03 for a contact as busy tone, then the dialer retries calling the same phone numbers after the time duration that is configured for the Busy Signal Delay field.
  3. If the dialer detects the phone01, phone02 or phone03 for a contact as no answer, then the dialer retries calling the same phone numbers after the time duration that is configured for the No Answer Delay field.
  4. If the dialer detects that the customer or the agent has disconnected the call within the configured Abandoned Call Wait Time, then the dialer retries calling the same phone numbers after the time duration that is configured for the Customer Abandoned Delay field.
  5. If the dialer abandons the call, then the dialer retries calling the same phone numbers after the time duration that is configured for the Dialer Abandoned Delay field. The dialer may abandon the call in any of the following scenarios:
    1. Gateway declines the call.
    2. Gateway is down.
    3. Gateway timed out while placing the call.
    4. Gateway failure due to configuration issues.
    5. Gateway is unable to establish connection with the customer phone.
    6. If the gateway detects the CPA (Call Progress Analysis) result as low volume and if the value for the Handle Low Volume as Voice field is set to No.
Release Release 10.5(1)
Associated CDETS # N/A

Rating: 0.0/5 (0 votes cast)

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