CDR report vs symposium report by application 2

[jheendi]

Good Day All,

We have cdr for monitoring real time traffic on our switch and we use Symposium to handle all the acd groups to answer incoming calls.

I have noticed that there are some calls coming in with the duration of 12 seconds and when I checked application report in Symposium there is no calls offered or answered..

Can someone please help me ?

Thank you

Jheendi

 

[captaingadget]

I assume by the thread title that you are looking at the application report. I also assume that the CDR report is for the associated CDN. If this is the case run the CDN report in symposium to see if it shows anything.

 

[sandyml]

Just to be clear -- these short duration calls that you see coming in - where are they terminating?

 

[jheendi]

Thank you so much, they are all terminating at CDN. We acquired that CDN in symposium and currently we are playing retiring message.
So the call comes in, Call Pilot play the retirement message and disconnct the call as per Symposium scripting.

 

[captaingadget]

So the scripting is controlling the call pilot announcement via open voice session or broadcast announcement and disconnects the call, right? In the application performance stats the call will never show as answered since it is only deemed to be answered if an agent answers it. As well as running the CDN stats run the "application call treatment" stats also. The calls that are disconnected will show up as "Terminated

 

[jheendi]

That is right Captaingadget, scripting is controlling the call pilot announcement via Open Voice Session and disconnect the call once the announcement is made. So the calls terminated in CDN are the one which are disconnected after playing message?

Which is more reliable source of information CDR or CDN report from Symposium? Please advise.

 

[sandyml]

It all depends on what you want to measure. The CDR correctly shows that the call came in, and the CDN report correctly shows that it came in and was terminated. If you are measuring calls that were answered (i.e., by an agent), these calls naturally do not fit that parameter.

A question - do you have time of day control built into your Master Script? If so, then the call will not be reflected in your application reports, since the Master Script does not hand it off to an application.

 

[jheendi]

You are correct, Sandyml. We do have day control built in scripting.. Thank you so much..