RCC abandoned call report

[sgorges]

Have a BCM 450 Rls 6

When I run reports for Abandoned CLID/DNIS.
Under the DNIS column I will sometimes get the voice mail CDN. Not sure why this occurs and I am unable to duplicate.
I thought it may be when the caller is in the QUE recordings (Please stay on the line).
I looked through the RCC reports explained but it's not very descriptive


Thoughts?

Thanks

 

[Quirkafleeg]

According to the Reports Explained, DNIS is "the number the caller dialled to reach the Contact Center", i.e the extension number for the Skillset.
If you are seeing a Voicemail DN, it means those people have either:
* tried to call your system, but have been re-routed to a Voicemail, instead of a Skillset;
* called that number directly

First place you should is your call routing, if you don't want to be calling people asking whether they rang a particular number directly.

 

[sgorges]

This report is ran against the skillset.
So all calls are going to the skillset Que.
You are unable to call the skillset directly. The only way to get to the Que (as far as I know) is thru a AA menu which the DNIS works correctly through that