Abondoned Calls

[JCCDM]

Hi All,

I have an issue that occurred the other day where 3 calls were placed in a call queue but weren't offered to an of the ACD agents. the calls sat there for 13 minutes and were then abandoned. The user has noticed these calls in the "Interactive Visual Queue" but there is no ANI associated and they don't want to know why they were abandoned.

I can see the calls while using auditor mode in contact centre client but can only confirm the time they were abandoned in the queue. I can't find the calls when doing a lifecycle report from CCMweb.

Any ideas on how I can find where the calls came from and why they were sitting in the queue without being offered?

MX 3300 7.2 - 13.2.0.17
YSE version 7.1.3.1
CCC - 7.1.3.1

Thanks,
JCCDM

 

[kwbMitel]

Is there more than 1 agent group avail?

If so, I seen calls get stuck if no agents are logged into the primary group and no agents were available in the secondary the moment overflow was supposed to occur.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[JCCDM]

Thanks for the reply kwbMitel,

I have run the auditor control on the queue group and agents for the day and time this occurred and can see that there were a minimum of 2 available agents through the whole time the calls were in the queue.

I have added a picture of the interactive visual queue provided by the customer incase that helps.

Cheers,
JCCDM

 

[sarond]

Also check to make sure those idle agents are present in the Queue.

 

[JCCDM]

Thanks sarond, I had another look and I think that's what it is. There were idle agents but not present in the queue that had the abandoned calls.

does anyone know if there is a fix to avoid this happening in the future?

Much appreciated.
JCCDM

 

[sarond]

It is by design, the queue is still open for calls.

You could setup an "Agent State by Time" monitor and it will show who is logged in and not present.
You could also set an alarm on it to notify you if they have been in that state for too long.

 

[JCCDM]

Thanks Sarond, i'm looking to set up an alarm for the monitoring team to keep on top of this.

As for the calls that have already been abandoned, is there any way to figure out who the caller was? it still shows as no ANI and I am unable to pin down the exact call, if it is in the lifecycle report at all.

Thanks,
JCCDM

 

[sarond]

If there is no ANI/Caller ID then I think you'll be out of luck trying to find the caller.

 

[JCCDM]

I have contacted Mitel and provided details and screenshots. if I can provide any further solutions I will post.

Cheers,
JCCDM