List of abandoned call numbers.

[Diegomez]

hello

I need a list of abandoned calls in real time or of the last 15-30 minutes of the phone numbers that have abandoned the call, that is, it has not been answered by the Call Center team.

I'm trying from the CCMA but in the real time reports I only have a panel with the abandoned calls, but not the phone numbers.
From the historical reports I can't find a way to show only abandoned calls.

Do you know if there is any way to get it?

Even if you have to use other software without being from Avaya? Thank you.

Greetings,
diego

 

[SoftwareRT]

Hi,

In CMS Supervisor,
Reports --> Historical Tab --> Other --> Call Records.
Input date in in mm/dd/yyyy (2/7/2025) Format. Time hh:mm format and press run.
You'll see first image below.

NOTE: You can also pull this data from ODBC and Putty.

NOTE 2: You can also save report in designer and set DISPOSITION = 3 in the query.

​

 

[Mo. Abdullah]

if you are running ACCS, you can find the abandoned call numbers in
historical reports > contact summary folder > Originator By Disposition Report.
or
historical reports > contact summary folder > Contact Summary Report.

you can apply some filters on these 2 reports to display only abandoned call numbers in the report.

if you need help with filters just let me know bro.

 

[Diegomez]

if you are running ACCS, you can find the abandoned call numbers in
historical reports > contact summary folder > Originator By Disposition Report.
or
historical reports > contact summary folder > Contact Summary Report.

you can apply some filters on these 2 reports to display only abandoned call numbers in the report.

if you need help with filters just let me know bro.

View attachment 1697

Hello,

This answer solved what I was looking for, thank you very much.

Another question to see if you can help me, would it be possible to see the phone numbers that have abandoned the call in a report in real time?

Thanks for the help

Greetings,

 

[Mo. Abdullah]

I am Sorry my friend.
No, the contact summary and status reports will only be in the historical reports. it is not applicable to us to create this report, only the Avaya Development team can create this special customized real-time report for you. but this will be with cost of course.
you must pay for that. you will open a ticket with Avaya and this will be routed to the tier 4 team then, you will contact the regional sales team and pay what they will ask, and will be redirected the ticket to the developer team to work on your request.