Contact Center 6.0 - Call by Call question

[LBGeist]

Hi there,

WE had a complaint about a call getting dropped. When i checked the call by call logs I found the call and it showed up as "Cancelled". I've searched documentation and I can't find anything about why the call showed up as cancelled. Does anyone know what that is?

 

[captaingadget]

I don't really know the answer but I would speculate that the call has been cancelled by the Meridian/CS1000 system due to some unexpected event. If this is a one off then I would write it off and ignor it. If it is a regular event then look to the Meridian to see if there are any error messages that correspond the time of the cancellation.

 

[captaingadget]

Before I responded to your question I should have asked at what point was the call "cancelled", during conversation or whilst queueing? If it was during conversation i.e. the call has been presented and answered then CC6 has no influence on the calls progess, the Meridian has control hence the previous post. If, however the call was cancelled whilst queueing then CC6 could have instigated this event which, thinking about it, is the most likely. In which case are there any other server errors such task flow?

 

[LBGeist]

I didn't check server logs. Not sure if they'll go back far enough.