Increased number of Abandoned calls

Hi All
We have a Severity 1 case going on and its that we are getting huge number of abandoned calls in UCCX and on a particual CSQ.
Both the CUCM and UCCX team confirmed that there are no issues at therespective entities and the issue is from the Voice Gateway.
this is the log of an abandoned call from the gateway, could anyone check this and let me know what could causing this trouble,
10:19:28.027    H.225    0x1BEE    SETUP              RX <-- 10.10.60.1
SETUP pd = 8 callref = 0x1BEE
Bearer Capability i = 0x8090A3
Transfer Capability: Speech, Transfer Mode: Circuit Mode , Transfer Rate: 64 Kbps, Layer 1 Protocol: G.711 A-law
Calling Party Number i = '!', 0x80, '719737099100'
Called Party Number i = 0x80, '9883'
User-User i = 0x6505
IE out of order or end of private IEs --
Net Specific Fac i = 0x060008914A00042800B500001240013C05010000AA77CF89295F11E08FB5002497792C2000CD1D820007000A0A3C019AA01100AA7907D9295F11E0879EDCB5C11AB5586704130000000C2013800B050001000A0A3C0141ED001E400000060401004C20138012150001000A0A3C0141EC000A0A3C0141ED00130000010C601380
IE out of order or end of private IEs --
UNRECOGNIZED VARIABLE (0x0B) i = 0x0001000A0A
UNRECOGNIZED VARIABLE (0x3C) i = 0x41
IE 0xED
IE out of order or end of private IEs --
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

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)
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

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.

Is there any way to limit the number of RFC calls from xMII to SAP R/3

Hi All!
I wanted to know whether the number of simultaneous RFC connections made from xMII to SAP R/3 system can be controlled in any way. Suppose we have a scenario wherein some million Sales Orders or Production Orders are to be updated in SAP R/3 from xMII in a short span of time. For all these updations to take place, multiple RFC calls will be established from xMII to SAP at the same time. This will increase the load on the SAP R/3 system and affect performance of the SAP R/3 system. Is there any check on xMII side to limit the number of RFC calls that can be made to SAP R/3 system?
Regards
Anupam

Anupam,
If you are using 11.5 just keep in mind that the JCO connection points to a single application server (based upon the SAP Server alias connection settings), but the traffic itself to make a BAPI request is effectively the same as any client user traffic. There will obviously be limitations on performance and throughput, with network and server constraints added to the number and size of the R/3 requests, but there is no magic formula to plug-in because of all of these variables.
If you are using 12.0 (or plan to migrate when it goes GA) then taking advantage of the JRA (java resource adapter) and the associated application server pooling that it offers on the NetWeaver side of things will greatly help you in the throughput capacity.
If you have put some of your xMII application into either test or productive use and are running into issues then I would highly recommend entering the specifics into the customer / partner support portal so that they can help you through any associated problems.
Regards,
Jeremy Good

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...

UCCX - Abandoned calls

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.
Any idea what to look into? im clueless to troubleshoot
Thanks
Marzuki

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).

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 calls in IVR Campaign

IVR Outbound Camnapign.
Settings:
"Cisco Config Manager" --> "Outbound Option Campaign" --> "Abandoned call waiting time" =10 sec.
To the person the call arrives (from IVR Campaign), the person hears the first IVR prompt, further in 5 seconds the abonent dropped call.
The system marks such call as "Customer answered and was connected to agent" (code 10)
It is necessary for me to receive a code:
"Customer has been abandoned to an IVR (code 21)"
It important for this purpose that the system would redial.
How it is correct for settings?
ICM 7.2.7
IPIVR 3
CCM 4

Hi all,
Sorry for attending late this interesting topic. I also have concern about this issuse. We found it difficult to manage the answerer's attitude. We cannot point out how many calls that were not answer at the a specific IP phone ( the call that had ring out at that IP phone).
If you can, pls clarify the meaning of: Calls Error concept.
*Completed Tasks: Calls Error
The number of calls for this Call Type that had errors or were incomplete during the half-hour interval.
Derived from: Call_Type_Half_Hour.ErrorCountToHalf + Call_Type_Half_Hour.IncompleteCallsHalf + Call_Type_Half_Hour.AgentErrorCountToHalf
Are there any differences between Aban Call and Calls Error?
Aban Ring
For voice: the total number of calls that were abandoned while the agent’s phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Aban Hold
The number of ICM routed calls to the agent that abandoned while the call was on hold and/or the number of paused tasks that the agent ended during the interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
many thks

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

UCCX script and abandoned calls

Hi Guys
I got question about that UCCX script and abandoned calls , so currently we had 4 different script for support the call follow .
So the Main script is just AA let the people select menu 1 , 2 ,3 then go to different queue , after select 1 (for example) then call-direct to second script trigger number and coming into the queue .
Unfortunately , the system counter the action to be an Abandoned call , I already open the case about this issue and the TAC did not found any configure issue on UCCX , from the log we can seem all the REDIRECT,lrd=5000 is abandoned call .
23811205: Apr 28 13:01:44.257 GMT+800 %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=37148,implId=151183/1,state=STATE_RECEIVED_IDX,inbound=true,App name=APP0,task=null,session=null,seq num=-1,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=null
23811420: Apr 28 13:02:00.491 GMT+800 %MIVR-SS_TEL-7-UNK:Call.transferring(5030) JTAPICallContact[id=37148,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=APP0,task=48000040709,session=36000027315,seq num=0,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=5007]
23811424: Apr 28 13:02:00.491 GMT+800 %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=37148,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=APP0,task=48000040709,session=36000027315,seq num=0,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=5007]
23818414: Apr 28 13:09:46.095 GMT+800 %MIVR-SS_TEL-7-UNK:Call.transferring(239) JTAPICallContact[id=37149,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=app2_Admin,task=48000040710,session=null,seq num=-1,cn=5030,dn=5030,cgn=0405554590,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5000,ocn=5000,route=RP[num=5030],TP=5034]
23818421: Apr 28 13:09:46.095 GMT+800 %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=37149,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=app2_Admin,task=48000040710,session=null,seq num=-1,cn=5030,dn=5030,cgn=0405554590,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5000,ocn=5000,route=RP[num=5030],TP=5034]
Please give some advice about that and I am look forward to heard from you guys soon .
Thanks

Hi Jon
I was tested "Set Call Contact Info step to mark the call as handled" last night , but not working .
so in the get call contact info properties , I was used last Redirect number to nest trigger number .
but not working .
so have got any idea about that ?
thanks

Increase number of rings before answer phone

Hi
Nokia 6500
How do you increase the number of rings before the call automatically goes to answerphone? I keep missing my calls.
It's a REALLY simple question I know, but I have searched the net and read the manual and can't find an answer.
Does anyone know if it can be done and how?
Many thanks in advance.
Lex

sallyald wrote:
sallyald wrote:
This has worked on other makes of phones but how do I get the ** on a nokia asha 210? Pressing ** does nothing but when a number is pressed the keypad appears.
doc3748 wrote:
hi
i had a real problem and found this answer on av forum which worked.i thought of sharing with you all as i too was being driven crazy by the number of missed calls as it would go on divert after only 5 seconds
for o2 it is **61*901*11*20#
where 901 is the voice mail no and 20 is the seconds delay you wish before divert kicks in.
it can be set as 5,10,15,20 or 30 .
hope this helps.
Hi,
Was having difficulty asking the phone function of the phone to type **. Not quite sure how this happened but I pressed the bottom left hand key with the arrow pointing north east, pressed the **, realeased buttons, pressed ** and the screeen showed **
Thanks.
Ooops, posted too soon. Al this does now is saves the command as a phone number

Number displayed while calling.

I hate the fact that my number is displayed in LARGE numbers when i call out, but whoever I am calling is down below in 1/4 sized font!
Why would i care to have my own number shown to me every time i call out at teh top of the screen, but have to wear a magnifying glass to see if I called "Judy" or worse yet try to identify if I called her home or mobile?
Is there a way to switch it or increase the font of who I am calling?
seems like nonsense or backwards to me.
phone works great, but that drives me batty.

Leslie8120 wrote:
2manycars wrote:
I hate the fact that my number is displayed in LARGE numbers when i call out, but whoever I am calling is down below in 1/4 sized font!
Why would i care to have my own number shown to me every time i call out at teh top of the screen, but have to wear a magnifying glass to see if I called "Judy" or worse yet try to identify if I called her home or mobile?
Is there a way to switch it or increase the font of who I am calling?
seems like nonsense or backwards to me.
phone works great, but that drives me batty.
I`m not aware that the size of the numbers can be increased or decreased but you can turn it off if it bothers you.
Tap on the phone icon and when it opens, pull down from the top. Tap on "Settings" then select "Show my number" then tap to open it. Now you have the choice to turn OFF the "Show my number"
"Show my number" is for call ID, your number still shows at the top, the font size is very similar in the 10.3 OS.

Sudden increased frequency of dropped calls

Anyone else experiencing a sudden increase in the number of dropped calls? I am in the Cleveland, Ohio area and over the last 3 weeks I have been dropping almost every call that lasts over a minute. Called AT&T, they said they are sending "engineers" to determine if there is a network problem. At the same time suggesting that the issue is with Apple. I have had my iphone for over a year and never had any trouble with dropped calls until recently.

I have had the same problem, a couple of weeks ago and then a few days ago again. Every 30 seconds or almost a minute the call will drop off. I called apple care and they said it might be something with the network, so i called AT&T and they have no idea what was happening. They told me it might be an issue with my cel. After call apple again, they ask me to do a complete restore of the device. I did it and after 2 hours of the restore process it went back to normal again. So far is working like new. So try to do that and hopefully it will work.

Uccx 5 premium abandoned call

hi all,
i have uccx 5 premium i create script that send url to crm what i need to capture is the following:
1.call id
2.calling number
3.status of the call -new,connected and abandoned .
the main issue here is to capture the abandoned calls .
i try to do that with "call redirect" and its very good.
any suggestion?
thank you

im sorry that you feel like that but i relly dont know how to do this thing...
so if you have a chance to answer if you know i will thank you
the only thing i miss here is the problem that i dont know to tel my crm that we have incoming call and tell him the callng number .

Increased number of Abandoned calls

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