Abandoned calls in Master Script

[hurricaneguy]

We have a Symposium Express (SECC) 4.2
Management is having issues with how our abandoned calls reports work. We pull reports on CDN stats and applications stats. The number of abandoned calls is never the same, CDN is always higher then application.

It looks to us that the missing abandoned calls are in the Master script. I figured that all callsto the CDN will peg in CDN_Stats then go to master script and then routed to the correct application. So if a call is abandoned in the master script it will count in CDN but not the correct application.

But my question I have to answer now is why are calls being abandoned in master script at all? And is there a way to fix it?

 

[hurricaneguy]

Here is the part of the Master Script. Maybe there are errors in it?

IF TRANSFERRED = TRUE THEN
ASSIGN TRUE TO CallFromFrontEnd
GIVE RINGBACK
WAIT 6
END IF

IF CallFromFrontEnd = TRUE THEN
IF QueuedToHigh = FALSE AND QueuedToLow = FALSE THEN
/* Global Ceiling Block */
IF TOTAL ACTIVE CALLS > 100 THEN
ASSIGN TRUE TO FirstLoop
ASSIGN TRUE TO DoSecondOverflow
END IF
/*End Block */
END IF
ELSE
IF QueuedToHigh = FALSE AND QueuedToLow = FALSE THEN
IF TOTAL ACTIVE CALLS > 100 THEN
GIVE BUSY CONTROLLED
DISCONNECT
END IF
END IF
END IF

/* Initialising all Call Variables */
/* We only want to do this when TRANFERRED call variable is FALSE */

IF TRANSFERRED = FALSE THEN
ASSIGN FALSE TO FirstWaitPlayed
ASSIGN FALSE TO DoSecondOverflow
ASSIGN FALSE TO DoOutOfHours
ASSIGN FALSE TO OverflowedToLow
ASSIGN FALSE TO DoInHoursOOS
ASSIGN 0 TO ExpectedWait
ASSIGN 0 TO PositionQueue
ASSIGN 0 TO WaitTimeElapsed
ASSIGN 0 TO WaitTimeRemainder
ASSIGN 0 TO TransferStart
END IF

IF TRANSFERRED = TRUE OR FirstLoop = FALSE THEN
/*Blind Transferred calls restarting the Master Script will be trapped here and given special treatment*/
TransferStart ASSIGNED AGE OF CALL
OverflowElapsed ASSIGNED FALSE
BlindTransferred ASSIGNED TRUE
QueuedToLow ASSIGNED FALSE
QueuedToHigh ASSIGNED FALSE
GIVE RINGBACK
WAIT 2
END IF

IF BlindTransferred = TRUE THEN
EXECUTE CDNTreatmentAssignment
END IF

/************************************************************************/

SECTION TreatmentAssignment
/* Which treatment class has been assigned to this particular DN */
/* Treatment is assigned in the order CLID , DNIS, CDN */


/*Block CLIDTreatments*/
/*Block End*/

/*Block DNISTreatments*/
/*Block End*/


SECTION CDNTreatmentAssignment

/*Block CDN Routes*/
WHERE CDN EQUALS
VALUE 5631: EXECUTE SCRIPT hotel
VALUE 5408: EXECUTE SCRIPT New_Taxi
Many more CDNs follow

 

[captaingadget]

Run the delay before abandon report. This will show in what time frame the calls were abandonned. If they were abandoned in the 2 second time period then they must have been abandoned in the master script. Why would they be abandoned?? Who knows maybe they simply changed their minds

 

[Milesprower]

The master (and all) script is generated by the SECC wizard so there is nothing you can change/correct.

Your logic is correct: The CDN numbers should be higher than the application numbers.

You can (if you have the time) add up all the abandons in for the primary applications and the Master application and they should (more or less) equal the abandon totals for all the CDNs.

Callers abandon for all types of reasons. You should only be alarmed if the number of abandons in the master script is large relative to your overall abandon totals. Maybe callers are calling the wrong number or there is a trunking problem

 

[hurricaneguy]

Yes we did run reports on abandoned with both CDN and applications and the number of abandons is the same if all applications and all CDNs are counted. This is how we proved that the difference is in Master script.

the difference is is not huge but management will still blame symposium instead of callers hanging up. I was just worried there might be a mistake in the Master Script. Though you have a good point. I could not change it even if there was a problem.

 

[hurricaneguy]

After looking at the abandon delay reports it looks like some abandoned calls in Master Script don't abandon until as late as 10 seconds. Most are in the 0-2 second range but some are later. How could a call stay in Master script for 10 seconds?

Also it looks like we do have a fairly large % of abandoned calls in Master. In January 1 to 20th we had a total of 13194 abandoned in all applications and 2136 in master script. If my math is correct then about 16% of all abandoned calls are in Master.