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

Similar Messages

  • 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.

  • 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

  • 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.

  • 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

  • UCCX 8.5 Abandoned Calls Notification

    Hi Team!!!
    I have a UCCX cluster version 8.5, and I'm interested in notify to agents the abandoned calls, sending a e-mail or by other way.
    Can some one help?
    Thank you

    Hi,
    Do you have a wallboard ? If yes, you can display this parameter along with other parameters on the wallboard.
    Also you can check for free of charge wallboard as discussed in the below thread.
    https://supportforums.cisco.com/message/1042045#1042045
    Hope it helps.
    Anand
    Please rate helpful posts !!

  • 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

  • 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

  • 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...

  • 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 .

  • Help in uccx (leave audio recording file for caller)

    Hi,
    on the attached snapshot for scripting "leave recording audio for caller" when the agent out of office, it's work successfully but when second call comes over in this case the same file is recorded, so how can i make it to record as
    recording1.wav
    recording2.wav
    recording3.wav
    Thanks 

    Hi
    You can use a 'set exception' step to set a ContactInactiveException trigger to go to a Label.
    Do this before the 'recording' step - if the caller then hangs up, it will go to the Label that should be placed so that the steps to upload the recording are completed.
    Currently the script will just stop if the caller hangs up.
    Aaron

  • Skype recording messages and calls?

    Salutations. So today I'm going to confront you with a hypothesis I've composed. Back before Skype had been bought from Microsoft, they had recorded calls and messages and stored them away. Those mentioned things would get run through their system. I've been suggested to use a proxy or an anonymizer. I don't know what either of these are, may I have an elaboration on them? But to return to the man topic and cease the digression, here are a few examples to support my theory.
    ( (flag:gb) Loving you. \u003cS )
    And here is the second example:
    ( (flag:gb) already; )
    This is it. It seems logical, but if you have another reasonably theory, or if you think I'm just wrong, why don't you post what you think and the reason for it. I'm always hoping for some help on understanding. Please and thank you.

    first, i'm not sure what those examples are and why do you think that they may prove Skype are recording Skype messages and calls.
    with regard to messages, or let us term them as chat histories, Skype may retain them in their database for a certain period of time for certain purposes.  I'm not a natural English speaker, but in my own opinion, there is a big difference between being retained and being recorded (at leas in terms of the purpose).
    "12. HOW LONG IS YOUR PERSONAL DATA KEPT BY SKYPE?
    Skype will retain your information for as long as is necessary to: (1) fulfill any of the Purposes (as defined in article 3 of this Privacy Policy) or (2) comply with applicable legislation, regulatory requests and relevant orders from competent courts.
    Retention of Instant Messages (Skype internet communications software application only)
    Your instant messaging (IM) communications content may be stored by Skype (a) to convey and synchronise your messages and (b) to enable you to retrieve your IM history where possible. IM history messages will be stored for a maximum of 30 days unless otherwise permitted or required by law. Skype will at all times take appropriate technical and security measures to protect your information. By using this product, you consent to the storage of your IM communications as described above."
    On the other hand, there should be no reason for Skype to record your calls and video calls.  Basically, I think they have no use for it and will get nothing from it.  In addition, recording conversations will require additional resources, storage devices in particular in where the "recorded" calls will be saved.  For a messenger with around 10-20 million (or more users) at any given time, just imagine the amount of space it will require to save your Skype calls and video calls (and assuming that they will get nothing from it).
    Moreover, there may be indeed ways to record calls and video calls, but it can be done by using third party software and can be done by Skype users to other Skype users only.
    CONTACT SKYPE CUSTOMER SERVICE   |  HOW TO RECORD SKYPE VIDEO CALLS  | HOW TO HANDLE SUPICIOUS CALLS AND MESSAGES   |  WINDOWS PROBLEMS TROUBLESHOOTING   |  SKYPE DOWNLOAD LINKS  
    MORE TIPS, TRICKS AND UPDATES AT
    skypefordummies.blogspot.com

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