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Incoming number for abandoned call-center calls

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DmitrijSilov

Technical User
Jul 2, 2013
6
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.
 
I don't know if it works on abandons, but a company I used to work at used Avaya Contact Analyzer.
 
You can use ECH (if you have CMS) for this. The abandoned call will have 3 in the disposition field.
 
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.
 
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 • incoming number can be find with agent trace by location reporting
• Via ECH
• Via ODBC table root_call_rec
 
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