Discrepancy in the Real-Time Reports and Historical CCDR Report for Transfer to IVR option

From DocWiki

Jump to: navigation, search
Problem Summary Discrepancy in the Real-Time Reports and Historical CCDR report when the Transfer to IVR option is selected for Answering Machine Treatment or Abandoned Call Treatment.
Error Message N/A
Possible Cause
  • For IVR-based outbound campaigns:

1. If Transfer to IVR option is selected for Answering Machine Treatment, then call transfer to IVR is attempted.

a. If transfer is successful:
i. Active counter in the Real-Time Report is incremented.
ii. One CCDR record for each answering machine contact is written with call result as 3 (answering machine).
iii. The DialingList record will have call result as 3 (answering machine).

b. If transfer cannot be completed due to unavailability of ports:
i. No changes are made to the Real Time Report. This call is not considered as a System Abandoned call.
ii. One CCDR record for each answering machine contact is written with the call result as 3 (answering machine).
iii. The DialingList record will have call result as 3 (answering machine).

c. If transfer is attempted and it fails:
i. No changes are made to the Real Time Report. This is not considered as a System Abandoned call.
ii. The DialingList record will have call result as 3 (answering machine).
iii. No CCDR is written for this scenario.


  • For agent-based progressive or predictive campaigns:

1. If Transfer to IVR option is selected for Answering Machine Treatment, then call transfer to IVR is attempted.

a. If transfer is successful:
i.Active counter in the Real-Time Report is incremented.
ii.Two CCDR records for each answering machine contact are written and both will have call result as 3 (answering machine).
iii. The DialingList record will have call result as 3 (answering machine).

b. If transfer is attempted and it fails.
i. No changes are made to the Real-Time Report. This is not considered as a System Abandoned call.
ii. The DialingList record will have call result as 3 (answering machine).
iii. One CCDR record for each answering machine contact is written with call result as 3 (answering machine).

2. If Transfer to IVR option is selected for Abandoned Call Treatment, then call transfer to IVR is attempted.

a. If transfer is successful:
i. Active counter in the Real-Time Report is incremented.
ii. Two CCDR records for each abandoned contact are written and both will have call result as 16 (system abandoned).
Dev Note: One of the CCDR record is written when it is detected that no agents are available to handle the call (and subsequently dropping the call or transferring it to IVR) and another CCDR record is written when the call that got transferred to IVR, terminates.
iii. The DialingList record will have call result as 3 (answering machine).

b. If transfer is attempted and it fails:
i. No changes to the Real Time Report. The system abandoned counter is not incremented again (the counter has already been incremented once when the voice call could not be transferred due to unavailability of agents).
ii. The DialingList will record have call result as 3 (answering machine).
iii. One CCDR for each answering machine contact is written with call result as 3 (answering machine).

Recommended Action

None

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


Rating: 0.0/5 (0 votes cast)

Personal tools