Capture CLI of abandon calls

[rwylie81]

Hi

I have had a request to caputre the CLI of callers who abandon within Symposium, so that they can be called back.

Anyone had any dealings with this kind of request?

My thoughts are something like:

1. Use an event handler to write out the CLI using HDX
2. Query the call database retrospectivly.

However, don't know how to do either of these!

PhatBob55

 

[johnjose]

Hi,

You can query the call by call database and extract the data to the Excel sheet . Choose next report fields:

Event: Call Abandoned,
Event Data,
Call ID,
Source: CDN xxxx (optional)

Then you can play with Excel ….
Use the Call ID field to match the Event and the Event Data fields correctly. In the Event data field you will see CLID numbers. Optionally you can use the Source: CDN field to filter just the source you are looking for.

jj

 

[Scummings]

Remember that the Call ID's are not unique though, which is a big failing in the call by call tables

 

[mcpeppi]

one way - have a look into the Symposium Database Integration User’s Guide (sccs5)

 

[scriptscience]

PhatBob55 did you ever get this to work? (I need to do the same). Johnjose can you explain further your solution? Thank you.

 

[rwylie81]

scriptscience,

Never got round to it, the requirement went away.

 

[johnjose]

At first you need to configure a connection to the server - to be able to access call by call database tables.

1. Install ODBC and Sybase open Client ( are installed automatically during SCCS Client installation)
2. Configure a Sybase server entry
- run dsedit … ServerObject . . Add ..Server Name …
- Server adress . . TCP = CLAN,5000 i.e. 172.35.159.30,5000
- ping server . . OK
3. Define the DNS
- run odbcad32.exe . . system DSN . Blue . . Add Sybase ASE ODBCDriver . . Finish
- Data Source Name, Data Server Name the same like in 2.
- Test connect . . . Login ID & Password for SympClient . . . OK

Then run Excel,Data,GetExternalData,New database Query . . . . call by call database, fields:
Call ID, Time stamp, Call Event Local Call Arrived, Call Event Local Call Abandoned, Event Data.
You will get Excel sheet with CLIs under Event Data, but just some of them are abandoned.
Use the Call ID field to filter CLIs for abandoned calls only.

Data are extracted from cbc database and therefore are usually stored on the server just for a cup of days (depending on your HD storage capacity), but basically it works fine, you do not need external HDX connection for this.

jj

 

[scriptscience]

In step 3 are you querying all calls in the call database (or just abandoned)? How do you filter the call id field to filter CLIS for abandoned calls only. Is there a separate field that shows calls is abandoned. Do do you think about adding a WHERE clause to query only calls where "Call Event Local Call Abandoned" = TRUE.

 

[johnjose]

This is not scripting issue, every data are saved to the cbc stats automatically (After you set up cbc for your applications in History Statistics).
You need to complete all steps 1-3 to be able to access cbc tables.
Then you can extract all fields to the Excel sheet. Next step is to pair Calls Arrived and Calls Abandoned with the same Call ID.

j

 

[scriptscience]

Thanks johnjose. Can you explain "set up cbc for your applications in History Statistics"? What should the setup look like? Thanks again.

 

[johnjose]

From the SMI window choose Reports&Displays/StatisticsConfig/HistoricalStats/Call by Call. Here you should select Local for your Apps.

j.