abandoned calls in symposium

[is2teli]

some supervisors are pointing out really high abandon rates in real time displays on low volume days.

It's only with these two groups that abandon calls are showing high in real time display. they have highest # of agnets logged in and low volume....calls are coming in on the same trunk group. could something be wrong in RTD and reporting shows same numbers?
thanks everyone for helpoing me so far with symposium issues.

 

[johnjose]

Higher AbndCalls volume is often connected with announcements witch are played before queuing to the skillset. Does your script content anythink like this ?

jj

 

[KillianK]

Reboot Symposium and see if the problem is still there, have you got the latest patches on symposium?

Cheers,

Killian,

NextiraOne Ireland

http://www.NextiraOne.ie

 

[is2teli]

checked pbx,callpilot, symposium all up to date on patches.
we have been having transfer issues (to cdn) w/in callpilot that could be counting as abandoned calls?

 

[sandyml]

Possibly. Try using phantom dns for transfer targets between Symposium and CallPilot (e.g., Symposium routes to a phantom that is DCFW'd to CallPilot CDN, and vice versa). As johnjose mentioned, do you have mandatory first announcements in your scripts? If so, have you checked to be sure that the recordings are playing correctly?

 

[is2teli]

This is the beginning of one of the sctipts that has high abandoned #:

GIVE RINGBACK
WAIT 2

IF (DATE = holiday_gv) /*List of Holidays*/
OR (DAY OF WEEK = weekends_gv) /*Saturdays and Sundays*/
OR (TIME OF DAY = closed_hours_gv) THEN /*5:00pm to 8:30am*/
GIVE RAN ran_closed_gv
DISCONNECT
END IF

IF (emergency_gv = TRUE) OR (NOT OUT OF SERVICE Emergency_sk) THEN
GIVE RAN ran_closed_gv
DISCONNECT
END IF

IF OUT OF SERVICE Cust_Service_sk THEN
/*GIVE RAN ran_closed_gv*/
ROUTE CALL 7603
END IF

QUEUE TO SKILLSET Cust_Service_sk
WAIT 2


GIVE RAN ran_cust_serv_gv /*first busy message*/
WAIT 2
GIVE MUSIC music_annce_gv
WAIT 20
GIVE RAN ran_cont_hold_gv /*second busy message*/
WAIT 30