Abandoned calls report

Hello,
I have a helpdesk that wants a abandoned calls report. They want to know where in the process the calls are dropped - but they want to know where they are dropped before they get to a CSQ (they have a complicated menu)
Is there any way to make a script in order to reflect this in the reports?

I haven't tried this, but it seems logical to work.
At each step in the menu, have the call placed into a queue, such as "HelpDeskStep1", "HelpDeskStep2", etc. Theoretically, when you run your abandoned call report, it should show you which "queue" the call was in when it abandoned. But again, I haven't built this out to try it, so not sure if it will work in production.

Similar Messages

Abandoned Calls report in UCCE

I created a lab environment to demonstrate UCCE solution.
My customer requested me to provide on call-by-call basis all calls that was abandoned in queue. So, how can I query ICM Database in order to find that information?
Based on Database Schema Handbook and related docs instructions, I'm trying to querying Route_Call_Detail Table and field RouterErrorCode = 448. But, I'm not sure if it is the best way to do that.
Does anybody here have done that before?

That is exactly the right error code in the RCD - good job.
I have written a few abandon call reports at various levels of sophistication. We wanted to find the abandoned calls by ANI (easy - 448) then for each of those ANIs, see if they called back later and were successfully answered. For those that did not, we wanted to set up an outbound list and have the agents call them as a courtesy service - and a few variations on this theme. You need to write optimized SQL when dealing with the RCD because of the indexing (or lack thereof).
Regards,
Geoff

UCCX 6.0 wrong records in Abandoned calls report

Hello There,
I have a UCCX 6.0 setup with 20 agents. The "abandoned calls" report shows abnormally high number of calls has been abandoned. After analyzing
with "agent call details" report, we figure out that the "abandoned calls" is reporting actually handled calls as abandoned calls.
What could be the possible reason ?
Nk.

Hi
Are scripts configured to redirect calls outside UCCX ?
Then make sure these are set to consult transfers. Normally if they are not set that way reports show those calls as abandoned.
Hope This helps
Anuj

IPCCX Historical reporting abandoned calls inconsistency.

We have an inconsistency with the number of abandoned calls reported for one particular CSQ.
If a HR is generated, 0 abandoned calls are reported ( almost a thousand calls handled), if I use the real time report statistics it shows several abandoned calls.
Are there any known issues which give these symptoms, bearing in mind it seems to only be effecting one particular CSQ.
Regards
Chris

You can account for this if you use the On Exception Goto steps carefully.
For standard IVR scenarios you add the On Exception Goto (ContactInactiveException) at the start of your script. At the destination label you add an On Exception Clear step followed by Set Contact Info to mark the contact as Handled.
For CSQ scenarios you do not include the Set Contact Info step at the destination label. That way if the contact abandons while queued they are marked accordingly.
If you have a script that includes IVR and CSQ functionality you can switch back and forth where appropriate. Here's a very rough example:
Start
On Exception Goto (ContactInactiveException) DISCONNECT_END_CLEAN
Accept
...ivr steps...
Select Resource
-Connected
--Goto END
-Queued
--On Exception Clear (ContactInactiveException)
--On Exception Goto (ContactInactiveException) DISCONNECT_END_ABANDONED
--...queued steps...
...other logic, such as closed steps...
Label: DISCONNECT_END_ABANDONED
On Exception Clear (ContactInactiveException)
Goto DISCONNECT_END_FINAL
Label: DISCONNECT_END_CLEAN
On Exception Clear (ContactInactiveException)
Set Contact Info: Handled
Goto DISCONNECT_END_FINAL
Label: DISCONNECT_END_FINAL
Disconnect
Label: END
End
Finally, if you have a script with IVR and CSQ but you only want to count the contact as abandoned until they reach a certain point in the IVR or are answered by an agent, you just add more steps at each point this decision changes. This is only two steps:
On Exception Clear (ContactInactiveException)
On Exception Goto (ContactInactiveException) NEW_LABEL
This allows you to change whether the caller is counted as abandoned or not at any point that is significant.

UCCX 9.0(2) - CUIC Reports Call Abandoned calls inconsistencies

Hi,
We are finding that the there are inconsistencies in the abandons figures shown for a CSQ report for 'Contact Service Queue Activity Report' and the calls that are shown in the 'Abandoned Call Detail Activity Report'.
For example if I view a CSQ in 'Contact Service Queue Activity Report' I see that there are 18 calls abandon today with 9 dequeued. However I when run 'Abandoned Call Detail Activity Report', I can only see 4 calls showing for that CSQ. Before I got to TAC with this has anyone else seen this?

Hello Saeed, Kiarash,
Page 212 on this document explains why.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/programmin...
Q.Why do the number of abandoned calls shown on the Abandoned Call Detail Activity Report and the number of calls shown on the Contact Service Queue Activity Report not match?
A.These values can differ because a Contact Queue Detail record may mark a call as dequeued while a Contact Call Detail record marks the call as abandoned. For example, consider the following workflow:
Start
Accept
Prompt
Select Resource
-Connect
-Queue
--Play Prompt (Prompt2)
--Dequeue
--Play Prompt (Prompt3)
End
If a call is abandoned during Prompt2 or Prompt3, the Contact Queue Detail record will mark the call as dequeued but not abandoned from any queue. The Contact Call Detail record will mark the call abandoned.
In this case, the Contact Service Queue Activity Report will show the call as dequeued from all CSQs for which the call was routed. The Abandoned Call Detail Activity Report will show the call as abandoned from all from all CSQs for which the call was routed.
Another reason is that the call gets aborted after being in the queue.
Such calls get marked as aborted in the Contact Call Detail record, and as dequeued (if it was dequeued before aborting)/abandoned in Contact Queue Detail record. In this case the CSQ reports will display more abandoned calls than the Abandoned Call Detail Activity Report.
Thank you,
Shadi

Creating a customized Historical Report for Abandon Calls

Hello
I have a specific question about generating a customized report for a user. She wants to know the abandonment rate minus the calls that drop off in 10 seconds. I don't use historical reports so I'm not too sure how to do this. I looked at the canned reports but it doesn't look like none of those works.
Can this be done?
Mark

Hi Mark
Here's a couple of suggestions:
1) You can try the 'Contact Service Queue (by Interval)' report. This has a stat on it called 'Percentage of Service Level Met— Without Abandon'. The description of this is:
Percentage of presented calls, not counting abandoned calls, handled within the time shown in the Service Level field. This value is calculated as follows:(Number of calls handled within service level / (Number of calls presented – Number of calls abandoned within service level) * 100%
So to get this working the SLA on your queues would need to be set to 10 seconds, and presumably 100% of calls to be answered at 10 seconds.
Be aware that the SLA calc is done when the call happens, so if you don't already have those settings it will apply to calls from the time you make the change.
2) As per Anthony's suggestion, and custom report is the other option. It's a matter of developing SQL code and a Crystal template, and some XML for UCCX HRC - so unless those are things you are familiar with it's not trivial. Maybe PM me if you want it doing for you.
Regards
Aaron

Increase in Abandoned Calls in UCCX

Hello All,
We have an issue going on with a huge number of Abandoned calls. Pleas check one call log below and assist me in this.
Logs from Voice Gateway
2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161621: 51886529: Feb 1 07:53:00.468: ISDN Se0/0/0:23 Q931: Received SETUP callref = 0x815D callID = 0x1B5A switch = primary-ni interface = User
2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161622: 51886530: Feb 1 07:53:00.476: //-1/1FEFD3DA9ACB/CCAPI/cc_api_display_ie_subfields:
2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161623:    cc_api_call_setup_ind_common:
2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161624:    cisco-username=
2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161625:    ----- ccCallInfo IE subfields -----
2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161626:    cisco-ani=4142712700
2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161627:    cisco-anitype=2
2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161628:    cisco-aniplan=1
2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161629:    cisco-anipi=0
2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161630:    cisco-anisi=0
2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161631:    dest=9884
2011-02-01 02:53:08       Local7.Debug   10.10.60.1         139163070: 51886795: Feb 1 07:53:01.268: ISDN Se0/0/0:23 Q931: RX <- RELEASE_COMP pd = 8 callref = 0x015D
2011-02-01 02:53:08       Local7.Debug   10.10.60.1         139163040: 51886782: Feb 1 07:53:01.256: ISDN Se0/0/0:23 Q931: TX -> RELEASE pd = 8 callref = 0x815D
2011-02-01 02:53:08       Local7.Debug   10.10.60.1         139163082: 51886804: Feb 1 07:53:01.284: //3035952/1FEFD3DA9ACB/CCAPI/cc_api_call_disconnect_done:
2011-02-01 02:53:08       Local7.Debug   10.10.60.1         139163083:    Disposition=0, Interface=0x4B9E2C28, Tag=0x0, Call Id=3035952,
2011-02-01 02:53:08       Local7.Debug   10.10.60.1         139163084:    Call Entry(Disconnect Cause=16, Voice Class Cause Code=0, Retry Count=0)
2011-02-01 02:53:08       Local7.Debug   10.10.60.1         139163085: 51886805: Feb 1 07:53:01.284: //3035952/1FEFD3DA9ACB/CCAPI/cc_api_call_disconnect_done:
2011-02-01 02:53:08       Local7.Debug   10.10.60.1         139163086:    Call Disconnect Event Sent
Logs from CUCM SDI
Line 713: 02/01/2011 02:53:00.530 CCM|LineControl(13050) - Get call instance=1 for CI=32077754|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,100,152,1.1><IP::10.10.60.1><DEV::><LVL::Detailed><MASK::0800>
02/01/2011 02:53:00.547 CCM|ConnectionManager - wait_AuDisconnectRequest ERROR:NO ENTRY FOUND IN TABLE,CI(32077754,0),dcType=1,IFCreated(0,0),PID(0-0,0-0),IFHandling(0,0),MCNode(0,0)|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Error><MASK::0800>
02/01/2011 02:53:00.547 CCM|LineCdpc(685973): -dispatchToAllDevices-, sigName=CcDisconnReq, device=Spoken_9884|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Detailed><MASK::0800>
02/01/2011 02:53:00.547 CCM|StationD(135409): StationCtiD - CcDisconnReq onBehalfOf=CCtiLine Cause=0 tmpAe.ci=32077754|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Detailed><MASK::0800>
02/01/2011 02:53:00.547 CCM|StationD(135409): StationCtiD - CcDisconnReq Cause=0|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Detailed><MASK::0800>
02/01/2011 02:53:00.548 CCM|StationCdpc(696849): StationCtiCdpc - CcDisconnReq CH=1|32077754 mSavedCcDisconnReq=0xb16f8ac0 ReasonForRedirection=18 OnBehalfOf=CCtiLine CauseVal=0|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Significant><MASK::0800>
02/01/2011 02:53:00.548 CCM|StationCdpc(696849): StationCtiCdpc - CcDisconnReq CH=1|32077754 mSavedCcDisconnReq=0xb16f8ac0 ReasonForRedirection=18 OnBehalfOf=CCtiLine CauseVal=0|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Detailed><MASK::0800>
02/01/2011 02:53:00.548 CCM|StationCdpc(696849): StationCtiCdpc - DStopInd CH=1|32077754 mSavedCcDisconnReq=0xb16f8ac0 CmSsFeature=7 ReasonForRedirection=18 OnBehalfOf=CCtiLine CallReason=6 CallState=1|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Significant><MASK::0800>
02/01/2011 02:53:00.548 CCM|StationCdpc(696849): StationCtiCdpc - DStopInd CH=1|32077754 mSavedCcDisconnReq=0xb16f8ac0 CmSsFeature=7 ReasonForRedirection=18 OnBehalfOf=CCtiLine CallReason=6 CallState=1|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Detailed><MASK::0800>
02/01/2011 02:53:00.548 CCM|StationCdpc(696849): StationCtiCdpc - GenerateCallStateEvent CH=1|32077754 CallState=1 CmSsFeature=7 CallReason=6 CallStateChangeCause=0 RIU=0 CallSelectStatus=0 AuxiliaryData=0 Privacy=0 Feature=137 LRP=8137 LRPName= callingPartyIPAddr=0x13c0a0a|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Significant><MASK::0800>
02/01/2011 02:53:00.548 CCM|StationCdpc(696849): StationCtiCdpc - GenerateCallStateEvent CH=1|32077754 CallState=1 CmSsFeature=7 CallReason=6 CallStateChangeCause=0 RIU=0 CallSelectStatus=0 AuxiliaryData=0 Privacy=0 Feature=137 LRP=8137 LRPName= callingPartyIPAddr=0x13c0a0a|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Detailed><MASK::0800>
|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Error><MASK::0020>
02/01/2011 02:53:00.549 CCM|deleteCi: Unable to find the device that owns the call with CI=|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Detailed><MASK::0800>
02/01/2011 02:53:00.549 CCM|LineControl(13050) - Release call instance=1 for CI=32077754|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Detailed><MASK::0800>

Hi
Are scripts configured to redirect calls outside UCCX ?
Then make sure these are set to consult transfers. Normally if they are not set that way reports show those calls as abandoned.
Hope This helps
Anuj

Calculating abandoned calls in CUCCX 8

Hello,
I suspect that this is an frequently asked question; why am I getting a different number for calls abandoned on the Cisco Supervisor statistics than in Cisco Historical reports? In Historical Reports the number apears to be greater than in the Cisco Supervisor Desktop. This is a very plain, vanilla CSQ implementation, just wondering why there's a difference?

Most commonly there is a misunderstanding of what is really being reported for the different reports. What report are you referring to in the history reports and how does that relate to what you are looking at in supervisor desktop?
There are good reasons why reports will show different values and the difference is most always found in what is actually being reported per the specific report. It's very hard for this reason to match a RTR with a historical report because they are coming up with the numbers (in this example abandoned calls) in a different way and for a different purpose.
For example:
Say in the Supervisor RTR you are looking at abandoned calls for the Team 'Sales' and in the Historical reports you are looing at the Abandoned Calls Summary Report looking at the Sales CSQ. It may seem like the same thing but one is reporting on a "team" and the other is reporting on a CSQ.
So check to see what is being reported on first. Here is the documentation for the historical reports. Chapter 3 is where you want to look.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/uccx801HRug.pdf
Then if you still believe there is some difference please post back with some details about the difference to help us isolate what may be happening. Screenshots, attaching a report, etc...

Abandoned calls within SLA in WebView

Dears,
It is a UCCE system version 7.0
We have the below issue :
The agent report (By Agent : Agent 05) includes Abandoned calls .
Can someone please verify if this inlcudes the abandoned calls within the Service level Agreement. How can we view the abandoned calls for an agent excluding the Abandoned calls within SLA ??
Thank you in advance

Abandoned calls. The idea is that if someone calls your call center by mistake and hears the greeting and drops within (default) 5 seconds, you don't want to count that as an abandoned call. It makes the agents look bad and really doesn't add any value.
That being said, some customers ask that this be set to zero. They want to track every call and count those short abandoned calls. Crazy stuff.
The problem with short calls in ICM is it is a single global setting. It's set in System Information and is ICM-wise.
I wish it could be applied on a call type, like the other settings. I have some international CVP deployments where the contact centers in each country have some autonomy and some want short calls, and others don't.
I'd like to see Cisco expand this.
Regards,
Geoff

UCCX Abandoned Calls Details

Hello All,
We have a small Call Center Express , with just one Queue .. the version is 10.5.1-11001_49
The main request for the customer was as follows :
For the CSQ get below :
Calls Presented
Calls Handled
Calls Abandoned
IVR Abandoned
Agent Abandoned
Inside the CUIC for the CCX , we can get the Calls Presented , and Total of Calls Abandoned .. we can’t get which calls are Abandoned inside IVR ( i.e : before reaching any Agent .. just the customer was waiting in Queue , then he choose to drop the call ) ..
also for Agents , i.e: Calls were abandoned after getting presented to Agents ( there is no Auto Answer ) , and the RNA time is 12 seconds
Reports where used for getting the calls are :
Contact Service Queue Activity Report ( where it shows Total Presented , Total Abandoned )
Abandoned Call Detail Activity Report ( where it shows Abandoned calls with respect to Agents )
So , now with example from the customer DB :
CSQ Activity Report give below details :Total Presented : 5778
Handled : 5409
Abandoned : 369
We tried get more details for the Abandoned calls from the Abandoned Call Detail Activity Report, and we got only 66 calls Abandoned inside that report …
Does that mean the rest of Abandoned calls are Abandoned in IVR ? , 369 – 66 = 303 Calls
Does anyone know the correct way of getting those Abandoned IVR calls ?
Thanks a lot ,
Ahmed Salah

Hello Aaron,
Thanks for the reply ...
i have done some testing on LAB , to figure out the analogy .. and below is the output :
To explain , the Abandoned calls can be summarized to below :
Abandoned Application : The Caller called the System Number , then heard the Welcome message .. and Closed the Call , he was NOT offered to be Queued Yet ..
Abandoned Queue : The Caller called the System Number, heard the Welcome message , and he selected proper choices to reach agent , but all were busy , so he waited in Queue .. then Closed the Call … he was NOT offered to an Agent Yet
Abandoned Agent : The Caller called the System Number, heard the Welcome message , and he selected proper choices to reach agent , and Agent XXXX was reserved , and during the Ring Time , the Caller closed the call .. he was NOT talking with the Agent .
Now to get the 3 types using One report , I would suggest : Detailed Call CSQ Agent Report .. , and to use it as below :
Before running the Report , filter it with only one Filter inside CUIC : Called Number (@param4) , and choose the Trigger Number for the Application, then Run the Report
Now you can extract the report , and work only on the Call Disposition value of “1” , which is “Abandoned”
You should see output like below :
Note : I simulated some calls on the Lab , with same version of UCCX as installed on your premises “10.5.1.11001-49” , and Agent is called : Agent 1
The calls with Values in Application Name only >> Abandoned Application , Yellow
The calls with Values in Application Name , and CSQ Names >> Abandoned Queue , Purple
The calls with Value in Application Name , CSQ Names , and Agent Name >> Abandoned Agent , Red
Now if I run the report with “Contact Service Queue Activity” , I should expect calls to be matched with above data ,
And to be specific , the data should match the case where values in Application Name , CSQ Names , AT LEAST , so it will match both “Purple , Red “ ,.. which are 9 calls
I hope this could help others .. :)
Thanks a lot ,
Ahmed Salah

Abandoned Call Rings on Agent Phone

Hello,
I have a strange situation reported by a supervisor that, abandoned call keep rings on agent phones and when one of the agents answers the call she hears busy tone.
To reproduce this issue, we made some test calls and hung up the call just before the call starts ringing on agent phone.
The same call started ringing on agent phone. It looks like abandone en-route.
Any way to avoid this behavior.
UCCX: 9.0.2.10000-71
CUCM-BE: 9.1.1
Thanks,
Sami

Do you have an On Exception Goto (ContactInactiveException) step in the script that jumps to an End step? If not, add it near the Accept step. Without this, the script will carry on running even if a caller hangs up. I'm not saying this is your problem but it might be a contributing factor.
The second question is in-line with Gergely: does the PSTN circuit have disconnect supervision? Is the gateway telling CUCM the call has ended when the outside caller hangs up? (e.g. SIP BYE, Q931 DISCONNECT, etc.) If not this might be the PSTN reorder being heard.
Please remember to rate helpful responses and identify helpful or correct answers.

UCCX- adjust abandoned call time or delay

Hello all....
I'm very new and green to UCCX- version 8.5.1 . I have a colleague here looking to adjust the time or delay for when an incoming call to our queue is deemed abandoned. Apparently our wallboard is showing an abandoned call very quickly wo giving an agent time to answer the call. Is there a parameter that can be adjusted for this purpose? I googled a bit, but no significant help.
Thanks in advance ....Dennis

Hi Dennis
There's no parameter in UCCX.
The typical approaches to this are:
- For historical reporting, discount calls that abandon within x seconds as listed on the CSQ Call Distribution report. Alternatively, create a custom report that does this automatically.
- For a wallboard, you would need to have a wallboard that could be customised similarly. CCX puts the stats (including abandon count) per CSQ in the 'realtime' CSQ table designed to be used by wallboards. You would need to bypass this and use a custom query against the historical tables to get such a calculation.
Regards
Aaron

UCCX 7.0 Abandoned Call Times

Hi,
Hopefully someone can help!
We have UCCX 7.0 running here and basically, I have got a report from managment that the abandoned calls are being reported on, even though they are under the 10 second threshold...now, I have never seen this threshold setting on the UCCX and therefore can neither confirm nor deny that what is being said is true...
What I would like to know is how to see the threshold setting for abandoned calls and change it if necessary, can anyone tell me where this would be?
Thanks in advance!

You can use CDA (Cisco Desktop Administrator) for setting up the threshold values.
Call Activity
The Call Activity tab enables you to set the thresholds for the selected work flow group for call duration at a particular type of device (CSQ and Agent) while a call is in the contact center.
If a call remains at a device longer than the defined Caution or Warning threshold, a Caution or Warning icon is displayed next to the device name in the Agent Desktop call activity pane
To set up call activity thresholds:
On the Call Activity tab, enter the threshold times as desired.
Enter values in the Warning fields before entering values in the Caution fields. If you enter values in the Caution fields first, Desktop Work Flow Administrator automatically enters values one second greater in the Warning fields.
The Warning threshold value must be greater than the Caution threshold value. If you enter a greater value in the Caution field, Desktop Work Flow Administrator automatically changes it so that it is one second less than the Warning value.
Maximum Warning value: 59 minutes, 59 seconds
Maximum Caution value: 59 minutes, 58 seconds
I am also attaching the snapshot for your reference.
Thanks,
Anand
Please rate helpful posts...

UCCE - Flowing abandon calls to outbound process

Hi all,
Is there a way to perform the following?
a) Standard report in webview/cuic which shows all the abandon calls. The intention is getting the list to manually call them back without hitting the RCD/TCD tables.
b) Flowing/routing (ICM+CVP) these abandon calls into the outbound process for preview/predictive dialing
Thanks!
-JT-

You don't want to query the TCD - just query the RCD (Route_Call_Detail) table. You are not interested in the agent involved, since these calls abandon.
Here is a simple query you can run that will show abandoned calls in the last hour to get you started. I'm only interested in calls where I can get the ANI, because I want to call those customers back.
-- Declare the start and end time variables
declare @start datetime
declare @end datetime
-- Look back 1 hour from now
set @start = DATEADD(mi, -60, getdate())
set @end = getdate()
-- Find abandon customer calls that occurred in the last hour
select DateTime, ANI, RouterErrorCode,
DialedNumberString, Variable10, RouterQueueTime
from Route_Call_Detail
where DateTime >= @start and DateTime < @end
and RouterErrorCode = 448 and RouterQueueTime > 0
and ANI is not NULL and ANI <> 'anonymous'
In my query I actually have "and DialedNumberString like '188%' " at the end of the "WHERE" clause, since all my outside dialed numbers start with 188 (from translation rules on the gateway.) Adjust to suit.
This is just a starting point for you. I have refined this a number of times - I put the abandoned calls into a temporary table then check each of the ANIs to see if they successfully called (RouterErrorCode=0) back. If you control the timespan on the RCD, this is a very fast query.
Regards,
Geoff

Definition of Cisco Abandon Calls

Hi all,
After migrating to Cisco UCCX 8.0, we are experiencing high abandon call rate. I would like to know if there are any clear definition of how Cisco UCCX calculate the abandon call and also what are the options I have to manipulatethe abandon call settings?
If there are good referencing document, please give me the links as well.
Thanks,
Brandon

Abandoned is a term used in reporting. It simply means the opposite of Handled. A contact is only handled by one of two ways:
1. You mark the contact as handled within a script via the Set Contact Info step.
2. A queued contact gets handled by an Agent.
If one of those two this is not happening prior to the call disconnecting, then it's abandoned.
There is a grey area in reporting when the contact is not handled by the original trigger/application/script, but redirected to another trigger/app/script which does handled them. Then they are not marked as abandoned in the above sense, nor are they marked as handled. They are marked as Handled by Other.
The default Handled/Abandoned attribute of a contact is good for most applications, but in some cases, a more granular view into what happened to a contact is required. In those cases, I use the 10 custom call attributes each contact has, to flag or mark the contact accordingly. E.g., Sent to Voicemail, or Overflow Routing, or OffNet Transfer, or VIP Transfer.
The documentation you seek is built right in to the Historical Reporting Client. Just choose Help > Contents from the application, and read up on the different reports, their columns, and the definitions on where the values come from.
Hope that helps.
Anthony Holloway
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Abandoned calls report

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