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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Similar Messages

  • 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

  • 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)
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    Another reason is that the call gets aborted after being in the queue.
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    Thank you,
    Shadi

  • 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?
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  • UCCX 8.5 Abandoned Calls Notification

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  • Abandoned calls within SLA in WebView

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  • UCCX - Abandoned calls

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  • Abandoned calls in IVR Campaign

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  • UCCX 7.0 Abandoned Call Times

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    Anand
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  • Increased number of Abandoned calls

    Hi All
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    IE out of order or end of private IEs --
    UNRECOGNIZED VARIABLE (0x0B) i = 0x0001000A0A
    UNRECOGNIZED VARIABLE (0x3C) i = 0x41
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    Segmented Message i = 0x400001060401004C60138012150001000A0A3C0141EC000A0A3C0141ED00
    UNRECOGNIZED VARIABLE: 0x01 i =
    UNRECOGNIZED VARIABLE: 0x01 i =
    UNRECOGNIZED VARIABLE: 0x01 i = 0x0180010010A8018080F30140B500001280EBE0010200010480DA04038090A21803A983811E0285836C0C218039373337303939313030700580393838331CB59E810003677464000000AA49414D2C0D0A50524E2C6973646E2A2C2C4E492A2A2A2C0D0A5553492C726174652C632C732C632C310D0A5553492C6C6179312C756C
    UNRECOGNIZED VARIABLE (0x61) i = 0x0D0A544D522C30300D0A43504E2C30302C2C752C393838330D0A43474E2C30342C2C312C792C312C393733373039393130300D0A4350432C30390D0A4643492C2C2C2C2C2C2C792C0D0A4743492C61613737636638393239356631316530386662353030323439373739326332300D0A0D0A0A80060004
    IE out of order or end of private IEs --
    Segmented Message i =
    Segmented Message i = 0x80B242
    Bearer Capability i = 0x74640180AA49414D2C0D0A50524E2C6973646E2A2C2C4E492A2A2A2C0D0A5553492C726174652C632C732C632C310D0A5553492C6C6179312C756C61770D0A544D522C30300D0A43504E2C30302C2C752C393838330D0A43474E2C30342C2C312C792C312C3937
    Non CCITT Coding Standard!, trying to decode anyway. Transfer Capability: RESERVED information transfer capability! , Transfer Mode: RESERVED Information Transfer Rate! RESERVED layer 1 protocol code!
    UNRECOGNIZED VARIABLE (0x33) i = 0x3039393130300D0A4350432C30390D0A4643492C2C2C2C2C2C2C792C0D0A4743492C616137376366383932393566313165303866623530
    IE out of order or end of private IEs --
    UNRECOGNIZED VARIABLE (0x30) i = 0x3439373739326332300D0A0D0A
         Decode Error: IE Length Error (0x32)
    10:19:28.039    H.225    0x9BEE    CALL_PROC          TX --> 10.10.60.1
    10:19:28.069    H.225    0x9BEE    ALERTING           TX --> 10.10.60.1
    10:19:28.070    H.225    0x9BEE    NOTIFY             TX --> 10.10.60.1
    10:19:28.127    H.225    0x9BEE    CONNECT            TX --> 10.10.60.1
    10:19:28.128    H.225    0x9BEE    NOTIFY             TX --> 10.10.60.1
    10:19:31.786    H.225    0x1BEE    RELEASE_COMP       RX <-- 10.10.60.1
    RELEASE_COMP pd = 8  callref = 0x1BEE
    Cause i = 0x8290 - Normal call clearing
    User-User i = 0x052580060008914A000411001100AA7907D9295F11E0879EDCB5C11AB55810A801003A0140B5000012336001020001082C080282901C269E8100036774640000001B52454C2C0D0A50524E2C6973646E2A2C2C4E492A2A2A2C0D0A0D0A224204677464011B52454C2C0D0A50524E2C6973646E2A2C2C4E492A2A2A2C0D0A0D0A
    Thanks
    Abraham

    This is too broad of a question.  Where are the calls abandoning?  Is it in queue or in the IVR?  Have your hold times increased?  Have your agent metrics chaged which might cause poor customer service?
    david

  • Abandoned calls report

    Hello,
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    I haven't tried this, but it seems logical to work.
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  • Abandoned Calls report in UCCE

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    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 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

  • 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

  • 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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