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.

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Caller doesn't hear a ring back if the call is ringing on agent phone

Hi team,
can anybody help me? Here in Germany there are a lot of customers that don't understand why the caller doesn't hear a ring back when the call is ringing on agent phone for instance with UCCX 8. I read some discussions here for that issue but the only solution for that should be to change the MOH on CUCM. This is not a very good solution when the call in queue is set to hold he will hear the ring back tone in the queue as well :-(
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Hi Tobais
you right one of the solutions is to change the MOH to the ring back one
however there are two types of MOH that you need to select
use MOH is the music to be played while the call on hold/ in queue
use Network MOH which is the oneyou need to change to the ring back MOH source file so when the call get transferred to an agent ring back MOH will be played
these options under the CTI ports in UCCX
also you can search the forum here and there are many discussions about this topic
HTH
if helpful Rate

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====
On the other hand, shall you have problems with SIP communication between PAP2T an SIP operator, you shall enable NAT traversal and NAT keeplalive for the first on PAP2T settings
Message Edited by Scorpio-cz on 12-24-2008 10:50 PM

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When calling a Lync user on Windows Phone, even if the phone is connected via Wifi, the call takes about 10 seconds longer before it even starts ringing on Windows Phone. As a result it is frequently missed.
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Hi,
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I realised an anomaly which occurred in the system whereby we still have abandoned calls even when the phone is not ringing.
Most of them are coming from general line e.g 1234. Could it be because it takes too long for the call from general line 1234 to be routed to CISCO?
This issue has been a daily nuisance for us. Customer complaint is also on the rise.
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Hi Tanner Ezell,
I'm not sure what u meant by queue abandon or application abandon. is this as what i understand as below?
"Application abandon" means The callers who have dialed the Contact Center number, the IVR responded with a welcome message and eventually some pre-recorded prompts. Customers who choose to close the line at this level (they did not speak to an agent) are considered as abandoned in IVR.
As for "queue abandon", those are the callers who have heard the welcome message, and then heard pre-recorded messages, navigated in the IVR menu and selected the option to speak to an agent. The call is now transferred to the Queue. If all the agents are busy, then the caller will hear the Hold Music. If there's an available agent, the customer will speak to the agent. Customer who close the line while listening to the Hold Music are considered as abandoned in queue (or "router queue" in UCCE terminology).

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 .
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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.
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Geoff

Adding a message right before agent phone rings.

Hello,
I'm on UCCX 8.5 and my supervisor would like to add a statement to the call so callers no they are getting ready to be answered by an agent. She thinks this will help with abandons. She wants to add": (Your call is now being transferred to an agent or may ringing) at least they now there call is getting ready to be answered.
Thank you for your help.

The basic idea is that you separate the selection of the resource from the connection to the resource, which are both normally done in the same step, by default.
To achieve what you want, it takes two additional variables, and two additional steps, and the modification of one existing step.
Variables
Prompt youre_being_connected = P[youre_being_connected.wav]User selected_resource = null
Script
.../* Here you will need to set the Connect property to "No" and the Resource Selected property to "selected_resource" */Select Resource (--Triggering Contact-- from "CustomerServiceCSQ") Selected Play Prompt (--Triggering Contact--, youre_being_connected) Connect (--Triggering Contact-- to selected_resource) Connected End Failed ... Queued ...
Hope that helps.
EDIT: I need to add more to this, because there are somethings to note with the behavior of such a solution.
Something I was taught growing up in UCCX was to fake a ringback tone to the caller during the transfer to the Agent. You do this by changing the Network Music On Hold source on your CTI Port Group to that of one on CUCM which contains a wav file of ringback sounds.
The thing to watch out for, in either the original request, or this fake ringback one, is Ring No Answer. If the caller is immediately directed to an Agent then this is the experience, assuming you have the default sample MOH and a queue message:
Caller hits the Select Resource Step and an Agent is selected
Caller hits the Play Prompt Step and hears "Your call is being connected.."
Caller hits the Connect Step and hears Network MOH while the Agent phone rings
Agent Ring No Answers
Caller hits the Select Resource Step and a different Agent is selected
Caller hits the Play Prompt Step and hears "Your call is being connected.."
Caller hits the Connect Step and hears Network MOH while the Agent phone rings
Agent Ring No Answers
There's no more Ready Agents in the CSQ, so the Queued branch is hit
Caller hits the first queue message and hears "All of our Agents are current busy..."
Now the caller knows that the system tried two Agents, who didn;t help them, and is now stuck in queue. I would not like that, personally. I would think, "Jeez what just happened there? It like tried to connect my two times and failed." I may even hang up because I think it's broken and cannot connect me.
I think a much better experience is if the solution hides the attempted transfers from the caller and was as follows:
Caller hits the Select Resource Step and an Agent is selected
There's no Play Prompt to notify the caller of the pending transfer, so they hear nothing for the moment
Caller hits the Connect Step and hears Network Music On Hold, so they get the impression that they're in queue
Agent Ring No Answers
Caller is taken off Network Hold and Music stops (but read on to see what the caller experience is like)
Caller hits the Select Resource Step and a different Agent is selected
There's still no Play Prompt to notify the caller of the pending transfer
Caller hits the Connect Step and hears Network Music On Hold, but since these steps are executing in sub second fashion, the off hold to on hold happens so quickly, there's literally no break in the music. Therefore, they get the impression that they've been in queue the whole time
Agent Ring No Answers
There's no more Ready Agents in the CSQ, so the Queued branch is hit
Caller hits the first queue message and hears "All of our Agents are currently busy..."
Now the caller thinks this is just a loop break, and is none the wiser that two Agents were attempted and failed to connect. Basically, they've just been waiting for the first one. If you make your queue messages (Play Prompt Steps) Uninterruptible, then you also ensure that they are not cutoff mid sentence, thus furthering this masking of the Ring No Answer failure scenarios.
I hope that's helpful, even though it's counter to what you requested.
Anthony Holloway
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Agent Phone is not ringing (outbound)

Hi,
I am using ICM 7.5.7. I have configured agent based campaign for outbound dialing. When dialer place any call to agent desktop agent can accept it and the call is also going to the customer. Both of they are able to talk each other.
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Keith

The script is the culprit. So do I get credit for correctly answering my own question?

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The following assumes that you are using ICM with an IPIVR etc (not using CVP), as the answer is different for CVP
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That was my first guess too .... but you can wait forever.
Meanwhile I found that while the first agent phone rings you can hardly hear some very quiet sounds. Seems there is a problem with the streaming of the MOH. But i have no idea where to look, because it works with the second agent's phone ringing. Also it works with the standard scripts.

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Please remember to rate helpful responses and identify helpful or correct answers.

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Abandoned Call Rings on Agent Phone

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