Incoming number for abandoned call-center calls

[DmitrijSilov]

Hello,


can anyone please advice on Avaya or 3rd party product which provides details:
incoming number for abandoned call-center calls (so that supervisor sees who to call back)

So we need to link somehow CDR with call-center reporting.
We are planning to use CMS for call-center reporting, but we are not limited to CMS only. So advice on any platform is welcome.
Any other ideas on this request - also appreciated.

 

[Johnny3937]

I don't know if it works on abandons, but a company I used to work at used Avaya Contact Analyzer.

 

[DmitrijSilov]

Johnny3937,

was it showing number of caller?

 

[BIS]

You can use ECH (if you have CMS) for this. The abandoned call will have 3 in the disposition field.

 

[DmitrijSilov]

BIS , thank you.

I've also found another thread on similar topic

http://www.iaug.org/p/fo/et/thread=15031

 

[Johnny3937]

I believe that the caller ID was displayed on Avaya Contact Analyzer, but I worked with the product a few years ago and am not sure if it's end of life or not.

 

[DmitrijSilov]

Johny3937 - thanks.

This is info I gathered on my question:
FROM AVAYA ENGINEER
Tosif Shaikh: You can get it in Historical Reports -> Other report -> Call record report
You: does this work for abandoned calls also?
Tosif Shaikh: yes
Tosif Shaikh: For aban, disposition field will have 3=abandoned (ABAN

FROM

http://www.iaug.org/p/fo/et/thread=15031

• incoming number can be find with agent trace by location reporting
• Via ECH
• Via ODBC table root_call_rec