CUIS - Short Calls Reporting

[Eilatan]

We are having some inconsistencies with reporting since moving from Symposium SMI Workbench to CUIS 7.5.

Our call centre went from having 0 Short Calls a month (with the threshold being set at 10 seconds) to over 500 Short Calls a month now that we are using CUIS (also set at 10 seconds). While I know that 0 is an unreasonable number and was probably inaccurate in the Symposium world, I'm not sure where 500 is coming from. Can anyone help clarify why the drastic difference when the threshold was set to 10 for both applications?

Thanks!

 

[PDHall]

Would suggest you look at the trigger point from when you start reporting on the call, it looks like you previously would have had the trigger set to monitor from the moment the call hits the CS Queue whereas perhaps now it is monitoring from the initiation of the call into the switch. I had a very similar issue to this previously and this was found to be the route cause. The resolution was fairly simple, we implemented a new calltype node immediately before the call hits the queue and therefore was comparable to previous reporting methodology.