Calls abandoned when no calls present

[trbuman]

We show calls abandoned every night at the same time. The agents phones do not ring. Reports show 33 calls abandoned at the 2am time period. Any help would be greatly appreciated.

 

[sandyml]

Does this always occur at 2am? Are you using Meridian Mail ACCESS or IVR at the beginning of your scripts?

 

[trbuman]

Yes, we are using IVR and it happens same time everyday. Thanks for the help

 

[sandyml]

That is the time that Meridian Mail is doing its "cleanup." Do you have any feeling that they are "real" calls that had come into the queue recently, or perhaps are phantom calls that are finally getting cleared away? Have you tried dialing in at that time to see if your IVR announcements are all playing correctly, and people are not hanging up because of dead air or ringaway?