when a call comes in to a acd agent and is answered you get a Q & N record in the call logger, ring time and call duration are given. when a call is not answered there is no record of call at all, no Q or N or ring time . if you do the same to a ddi number and dont answer there is a ring time and a Q & N record and call is marked as a abandoned call does anyone know why.this used to happen on all calls but just on ddi now. could the last engineer have removed a card, because the latest engineer is adament this could not have happened in the past ,but i know it did as i have shown him reports we have run . any ideas????
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abandoned calls
- Thread starter swuk
- Start date
Have you had any work done on your trunks, or added a new route? Check out the following for the route(s) your ACD calls come in on. The defaults for time to answer and abandon records is NO.
CDR (NO) YES Call Detail Recording
- TTA (NO) YES Time to Answer output
- ABAN (NO) YES Abandoned call records output
CDR (NO) YES Call Detail Recording
- TTA (NO) YES Time to Answer output
- ABAN (NO) YES Abandoned call records output
- Status
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