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).
Similar Messages
-
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 SalahHello 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 - abandoned calls marked as handled contactinactiveexception
Hi
I have a UCCX 8.5 script - at the start of the script it uses the IF contactinactiveexception exception occurs go to - which then goes to a label which clears the exception and then marks the call as handled
What I have noticed is that this step is causing calls that should be marked as abandoned as handled
For example if I place a test call with all agents not ready and the call queues and I hang up - in the historical reports this call shows as handled
If I delete the contactinactiveexception stop and then repeat the test - the call is properly marked as abandoned.
Can anyone advise how they are using CIE step or where it should be positioned in the script to stop this problem.
ThanksHello-
I would reset the exception right before your Select Resource step to goto the end of your script. You will need to change how the end of your script is working too.
Take a look at the screenshot. I hope this helps.
DJ -
UCCX abandoned calls when agents are ready
We are running CME 7.1.3.32900-4 and UCCX Premium 7.0(1)SR04_Build 443. We are having a problem with agents going into reserved state for a call but the call never gets delivered to the agent's phone. Since the call goes unanswered, it is marked "abandoned" and gets dropped even though several agents are ready to accept calls. I did a reboot on the UCCX primary and secondary servers and I also reset the voice gateways. Does anyone have any idea what causes this behavior and how to correct it?
Hello,
I had it before with UCCX 7.0 and it was a BUG.
check these two bugs in 7.0
CSCtc32123
UCCX 7.x Select Resource Step reaches 1000 step max and fails
CSCsz93333
Modifying CSQ variable in the Select Resource Step after queuing a
call
Those two caused a group of agents to go to reserve state for like 60 agents causing the calls to DROP.
these problems resolved in SR4 with ES02 , as i understand you already have the SR4 , so i suggest to opne a TAC so that they can give you the ES .
BTW , this is happened to me before like 1 and half years , i didn't check if there is a later version of SR for the UCCX 7.0 , if there is check the cavateas on the next SR maybe they solved the problem without the need for the ES.
Hope this helps.
Amer -
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 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 youHi,
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 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 .
ThanksHi 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 ....DennisHi 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... -
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 youim 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 . -
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 -
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
AbrahamThis 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 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,
SamiDo 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. -
UCCX HR Call Presented Discrepancy
Hi All,
According to UCCX Application Analysis report, the Call Presented = Call Handled + Call Abandoned.
Also, from the UCCX HR Query Design, Call Presented = Call Handled + Call Abandoned + Call Dequeued.
I've no doubt on both the calculation. The problem i'm facing is, the no# of calls presented is not equal to the handled + abandoned + dequeued.
There're 3 calls discrepancy from Call Presented which i couldn't located from above field. Where could be the other possibilities?
TIAHi
Maybe they were aborted? There's an aborted + rejected calls report you can run for the same period you run this report to see if they are there.
Otherwise you would need to run a Detailed Call by Call report to see all the calls and count them up in Excel to see where they have gone...
Regards
Aaron
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