Call Abandon Event

[pdulfo]

Has anybody used the Event Handler with call abandon event.

What I would like to try is if a call is abandoned I would like to trigger a script which records the CLID of the abandoned call and reports this number to a supervisor.

How effective is the event handler.

PD-S



---------------------------------
PDulfo aka pdiddy

 

[cbubacz]

I am in the same situation. I need an accurate way to log abandoned CLIDs with my SCCS 4.0.

Any suggestions? I have heard the Event Handler can be a problem if it is overloaded with data, but "overloaded" is a vague term.

Any help would be appreciated.

 

[cgilmer]

The best way to do this is to parse out your Call-by-Call data.

Using the event handler would at best allow you to note the instance to the log file but I don't think you could pass the CLID via a variable into the message.

Either run the call-by-call data every 15 minutes or have a DBA run a SQL query off the database for the information you need. Running the reports is a major pain. The best way to do it is the SQL queries and all the information you need is there. Its just not something provided without a bit of effort by the users.

 

[cbubacz]

I am right there with you with a SQL query off the DB. THe problem I have with that is that my Nortel NTPs don't have a viewable/printable table relationship diagram. Its there, but its so damned small nobody can use it.

Any suggestions where that database relationship documentation can be found...besides an unsable NTP entry?

 

[cgilmer]

There is a document for that.... 297-2183-550-SCCS_42_CPI

Its called the Historical Reporting and Data Dictionary. You can get it from the technical documentation section at the

http://www.nortelnetworks.com

website of just ask whoever sold you the system to provide that document to you.

 

[cgilmer]

Oh yea and thats assuming you are on version 4.2. There are other documents for 5.0 and older versions pre-4.2 available as well.

 

[iptuser]

Is there anyway I can get the same but when an agent returns a call to Q


thanks

wayne

 

[cgilmer]

All of that information is in the Call by Call Report. It gives the Reason codes for all call activity. It will have a line that says exactly why and when the call was returned to queue.

You can run the reports and look at the available data even if you can't parse it yet. Just to see what you can or can't get out of them.

I suppose once you monitor an external database for a certain type of record and trigger an email based on the needs which contains a piece of the record.

Once you get SQL queries going there is a lot more you can do with the data.