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

Similar Messages

  • Creating a customized Historical Report for Abandon Calls

    Hello
    I have a specific question about generating a customized report for a user.  She wants to know the abandonment rate minus the calls that drop off in 10 seconds.  I don't use historical reports so I'm not too sure how to do this.  I looked at the canned reports but it doesn't look like none of those works.
    Can this be done?
    Mark

    Hi Mark
    Here's a couple of suggestions:
    1) You can try the 'Contact Service Queue (by Interval)' report. This has a stat on it called 'Percentage of Service Level Met— Without Abandon'. The description of this is:
    Percentage of presented calls, not counting abandoned calls, handled within the time shown in the Service Level field. This value is calculated as follows:(Number of calls handled within service level / (Number of calls presented – Number of calls abandoned within service level) * 100%
    So to get this working the SLA on your queues would need to be set to 10 seconds, and presumably 100% of calls to be answered at 10 seconds.
    Be aware that the SLA calc is done when the call happens, so if you don't already have those settings it will apply to calls from the time you make the change.
    2) As per Anthony's suggestion, and custom report is the other option. It's a matter of developing SQL code and a Crystal template, and some XML for UCCX HRC - so unless those are things you are familiar with it's not trivial. Maybe PM me if you want it doing for you.
    Regards
    Aaron

  • CUIC report for the Call transferred.

    Hello,
    I am looking for CUIC report for the number of calls transfered by an agent. Below is the query that works fine in SQL, but i am unable to generate a CUIC report on this.
    select AgentPeripheralNumber,count(*) from t_Termination_Call_Detail where
    where DateTime between '02 Aug 2013 00:00' and '18 Sep 2013 23:59'
    and
      ICRCallKey in (select ICRCallKeyParent from t_Termination_Call_Detail
      where DateTime between '02 Aug 2013 00:00' and '18 Sep 2013 23:59'
      and CED='2345')
    group by AgentPeripheralNumber
    Regards,
    Sandeep

    Try querying "Termination_Call_Detail" instead of "t_Termination_Call_Detail".
    Check out the CallDetailReport.xml report available here:
    http://developer.cisco.com/web/ccr/documentation
    That should be a good starting point for you.
    -Jameson

  • 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
    Please use the star ratings to help drive great content to the top of searches.

  • Calls offered = Calls Handled & Abandoned in Q?

    I have produced a report that shows calls Handled and Abandoned in Queue, however they do not add up to the total calls offered,
    The report is showing Handled @ 329 & Abandoned in Q 273, where as calls offered is 524.
    The discrepancy is 48 calls!
    In looking at the cisco documentation it is difficult to discern what makes up calls offered or call abandoned.
    Any help is greatly appreciated.
    Thanks Sarah

    Hi Oabulaban, Can you tell me where i would find adandon on ring as a calculation? I couldn't find it in either the call type report or the call type skill group report.
    Just to confirm, is I run the call Type report, calls Handled + calls Abandoned = calls offered 17 +25 = 41
    however in the Call type skill group report - just run as a call type report the same calculation is 24 + 27 =51 However the actuall calls offered is showing 49!
    a couple of people have mnetioned it could be script related, however I need to understand which would be the correct view - Call type report or the call type Skill group report.
    If you are able to calrify that would be great.

  • 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 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

  • 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- 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...

  • CUIC reporting in UCCX 9

    Dear Experts,
    I have 2 issues with CUIC reporting.
    the first issue is related to filter in the report. for example, for agent detail summary, I want to apply 2 filter, the first one is the agent name, the 2nd one is the call type (incoming, outgoing, ..etc ). it only apply the agent name and forget the call type. it apply only one filter.
    how we can apply 2 filters or more ?
    the 2nd issue is related to the custom report, I want to create a custom. the documentation said, you need to right click on the category or sub category and create a new one. unfortunately, I use the right click and nothing happened.
    waiting your feedback.
    Thanks in advance
    Anas  

    Amer is referring to CUIC Premium, not CCX Premium. CUIC is a separate product also used with UCCE and comes in two editions. Cisco has packaged the CUIC Standard edition with CCX as it is primarly attempting to be an HRC replacement first. HRC only allowed one filter criteria as well.
    CUIC Premium is not cheap for production use (just wait until you ask for a quote)! In the second situation the suggested workaround is to buy the non-production lab license of CUIC Premium, design the report definition there, then export and import it into the embedded CUIC instance. Don't forget you would also need to build a new stored procedure in Informix to go with the report. Alternatively, you could subcontract the report development to a partner who already has this in place.
    Please remember to rate helpful responses and identify helpful or correct answers.

  • UCCX 9.0(2) Custom reports with CUIC 9.0 issue

    Hello.
    I installed in our lab UCCX 9.0(2) and CUIC 9.0(1) with premium licenses. It's necessary for making custom reports used in CUIC.
    I found this document:
    http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/programming/guide/UCCX_BK_CFD16E30_00_cisco-unified-contact-center-express_chapter_0100.html and tryed make recomendations from it.
    But I had a problem with prerequisites #6. I can't click "Edit" button, because it is inactive. I attach 2 screenshots: from pages "Datasource" and user configuration.
    What could be the problem?
    Regards,
    Anton

    Here's a summary so far:
    Problem Description:
    Unable to edit Data Source "UCCX" in co-resident CUIC.
    Also, documentation required on CUIC Custom Reports.
    Topology:
    UCCX 9.0(2)
    Resolution Summary:
    Switched back to HRC, and then back to CUIC again. Datasource could be edited.
    See the following sections of the CUIC user guide:
    http://tools.cisco.com/squish/cddf8
    Page 50,  "Custom Templates" and "Reports and Report Definitions".
    Page 107, "Report Definitions".

  • 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.

  • 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 !!

  • 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

Maybe you are looking for