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

Similar Messages

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 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 presented, Abandoned & handled calls

Hi All,
I need to submit exact count for UCCX presented, Abandoned & handled calls to my management,
But in UCCX historical reporting,
I found diffeernt total number for total presented, Abandoned & handled calls for same durration,
Kindly suggest which report should I refer for the exact count for perticular CSQ,
so that total UCCX presented, Abandoned & handled calls will matched with the total calls handled by agents.
Thankx
Deeeps

Sorry, but that would be impossible given that scripting changes reporting metrics.
Take for example a script where you queue a caller in two queues simultaneously, and then your caller is handled by one of them. They both will be marked as presented, only one as handled, and the other as dequeued. Is that two calls or one? You wouldn't no based on counts alone.
You have to understand your scripts in order to understand your reporting. Unless you were willing to share your scripts and call flows with all of us, the best we can do is guess.
Sorry for the bad news, but that's how it goes.
Anthony Holloway
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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
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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

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 .

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 - 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).

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

UCCE - Flowing abandon calls to outbound process

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-

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

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

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- adjust abandoned call time or delay

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