[b]Abandoned Calls within 0 seconds[/b]

[leithdavyb]

Hello

It seems that around half of our abandoned calls (around 0.5% of our total calls) are abandoned within the first second. This happens at all times of the day and in all queues.

A typical entry in the call-by-call stats for one these calls looks like this:


Call ID: 1,139
12:43:11 Give Ringback NULL
12:43:11 Give Ringback NULL
12:43:11 Local Call Abandoned NULL
12:43:11 Task Flow Handed Off NULL TF: 1 TF: 10020
12:43:11 Application Interflowed NULL L_APP: Master_Script L_APP: Overflow_Edinburgh_Return 12:43:11 Handed Over to Master Application NULL CDN: 8022 L_APP: Master_Script NORM
12:43:11 Local Call Arrived NULL RTE: 110 TRK: 5 CDN: 8022 DNIS: CLID: 0162xxxxxxx


So, in this case, zero to one seconds have elapsed between the customer hitting our switch and hanging up, which seems odd to me.


Has anyone else experienced this or any kind of bogus abandoned calls in the past?

Thanks in advance for any answers.

 

[rfwhite]

Do you have the appropriate "WAIT" commands in your script?
Do defaulted calls (that don't queue) receive a disconnect command?

 

[leithdavyb]

There are wait commands after the calls have been queued to a skillset, but these calls don't even get that far as there is 2 seconds of ringing before the call is queued.

The only disconnect commands in any of the scripts are after messages saying that we are closed, and none of these would kick in this quickly or at this time of day.

Can anything other than the customer hanging up before answer cause an abandoned call statistic?

 

[rfwhite]

You didn't describe your switch but there generally are some diagnostics that might help. As an example a Meridian 81c with incoming pri circuits will show the reason code for a disconnect. At this point it seems a 50/50 shot that it might be telco. Apparently you're getting enough to get CLID so telco should be able to trace one of those calls and see what is happening.