Discrepancy in reports when the call treatment is set as Answering Machine Treatment

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Problem Summary Discrepancy in reports when the call treatment is set as Answering Machine Treatment.
Error Message N/A
Possible Cause If the ‘Transfer to IVR’ option is selected for answering machine 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 3 (answering machine).

Dev Note: The first CCDR record is written when the dialer detects the answering machine termination tone. 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 3 (answering machine).

d. The CCDR report will have one entry and the call result is updated as 3 (answering machine).

2. If transfer is attempted and it fails:

a. No changes are made to the Real-Time Report. The calls are considered as system abandoned.

b. The Dialinglist record will have call result as 3 (answering machine).

c. One CCDR record is written for each answering machine contact with call result as 3 (answering machine).

Recommended Action

None

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


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