ccm - abondoned calls question

[james1982]

Hi

Customer has a 3300 MCD5 and CCM version 6 (no IQ / VWF)

We are seeing a small number of abondoned calls. I have ran reports against all agents and these all show 0 abondoned calls, my thoughts therefore are that the calls are being abondoned before they reach the agents whilst queuing on the path.
My question is is there anyway to retrieve abondoned call details - primarily the CLI without IQ / VWF

Thanks

 

[Supernova99]

Try adjusting the abandoned call threshold in CCM/YSE
Also are you using two paths one as a gateway to the other? using an interflow?
If so turn off realtime reporting on the gateway as this will give false abandoned calls

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[james1982]

Thanks SuperNova, there are no interflows configured.
I have checked the reports and the calls are abondoned between roughly 10 and 30 seconds,
Ideally I would like to be able to get specific CLI details of these calls, so the users can then call back.
I know of no way to do this without IQ/VWF?

 

[Supernova99]

What happens between 10 and 30 secs? does a RAD play? or just ringing?
Most abandoned calls occur where the call is unanswered and users hang up (impatient)
IQ/IVR can be configured to collect CLI info and report info however I am not aware of any mechanism to auto call back


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[LoopyLou]

The callers may hear the first RAD and realise they dialed the wrong number and that is why they hang up. Not sure you should be calling them back. Anyway not aware of anyway to collect the CLID in the CCM on the abondoned call.

The beatings will continue until morale improves.