Discrepancy in reports when the call treatment is set as Abandoned Call Treatment

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Problem Summary Discrepancy in reports when treatment for the call is set as Abandoned Call Treatment.
Error Message N/A
Possible Cause

If the ‘Transfer to IVR’ option is selected for abandoned call treatment, then the dialer attempts to transfer the call to IVR.

1. If transfer is successful:

a. Active counters in Real-Time Report are incremented.

b. Two CCDR records are wriiten for each abandoned contact with the call result as 16 (system abandoned).

Dev Note: The first CCDR record is written when the dialer detects that no agents are available to handle the call (subsequently dropping the call or transferring to IVR). The second CCDR record is written when the call that got transferred to IVR is terminated.

c. The Dialinglist record will have the call result as 16 (system abandoned).

2. If transfer is attempted and it fails:

a. No changes are made to the Real-Time Report. The system abandoned counter will not get incremented (the counter was incremented earlier when the voice call was transferred to IVR due to unavailability of agents).

b. The Dialinglist record will have call result as 16 (system abandoned).

c. One CCDR record is written for each contact with call result as 16 (system abandoned).

Recommended Action

None

Release Release 10.5(1)
Associated CDETS # N/A


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