UCCE - Flowing abandon calls to outbound process

Question

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-

Answer 1

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