CLID on abandoned calls

[Skaret]

Is it possible with Symposium (or PBX-feature) to get the CLID of calls that disconnect from the ACD-queue (abandoned calls).

We would like to capture the CLID so we can call the customer.

 

[johnjose]

Yes, it’s possible to extract data from CallByCallStats and then you have to play with Excel or Access, Crystal …. and at the end to get CLIDs.
At first you should setup Symposium database access from e.g. Excel.
Then you can access necessary tables and columns. Go to CBCStats, select columns TimeStamp, CallEvent, CallEventName, EventData, CallID.
In the next step choose just CallEvent 43 LocalCallArrived (contains CLID in EventData column) and CallEvent 41 CallAbandoned. Next , next …. OK and you will have final Excel sheet. EventData for Abandoned Calls are empty, but can link call with CallEvent LocalCallArrived via CallID to get CLID for CallAbandoned.

Hope it will help,

johnjose

 

[scubaboy]

You can also create an HDX application that will write the Caller ID, Time, Date, Time in Queue and other information directly to whatever database you would like. You can then use TAPI to create an automatic call back to those callers when you have agents available. It takes time to write these applications but it can be done. We started by becoming a Nortel Open Developer.

Jason Chavez
Communicaiton Networks
jason@com-net.biz

 

[Flower0509]

Do you have SCCS pachage 200 installed?

 

[Skaret]

Flower0509, yes 200 is installed.