Tek-Tips is the largest IT community on the Internet today!

Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!

Register Log in
  • Congratulations Mike Lewis on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!

Short Calls - mystery

Status
Not open for further replies.
steel451

steel451

Technical User
Jul 17, 2004
23
GB

Is there a way to analyse the nature/cause of short calls?

The reason being is that we have an agent blaming an excessive amount of calls on her phone. We may be taking a discpilinary approach to the situation but before I do that I need to 100% certain that a agent abuse is the issue rather than any technical problem.
 
Sort by date Sort by votes
Perhaps you could use the "agent observe" feature and listen in to see whats happening. Call by call stats may help but I don't think they give much detail.
 
Upvote 0 Downvote
I've looked at the call by call stats with regards to this.


There is no definite way to determine who released the call after the call is answered by the agent. Our telephony specialist and I performed this test then I ran the call by call records and followed the test results.

On both instances where the caller released the call and the 'agent' released the call, both call records showed "Local Call Released" with a NORM event. There was no identifier in any of the other fields which can distinguish one short call over the other. With this result, there is no way of really knowing who released the call.

The only 'other' way is to go to Nortel and asked the Nortel developers if there is any other place within the call by call or any other tables which might capture this.
 
Upvote 0 Downvote
Ok thanks for this, makes me think, and not for the first time, that the developers of Symposium have never worked in a call centre where these types of issues arise.
 
Upvote 0 Downvote
I would replace the phone, let her see that you take a brand new one out of the box, or bring her one and say it has been tested or working for however long. Then she can't complain again, well she can, but the phone cant be the culprit next time.

JohnThePhoneGuy

"If I can't fix it, it's not broke!
 
Upvote 0 Downvote
You could but painful log the Q931 messages for a duration and see what end disconnects first and check that agaisnt the short call report?
 
Upvote 0 Downvote
Status
Not open for further replies.

Similar threads

telklass
  • Locked
  • Question
Short Call on AACC
Replies
0
Views
73
telklass
telklass
nortavaya
  • Locked
  • Question
SOA Ref Client CCT cannot change his status or make outgoing calls
Replies
0
Views
74
nortavaya
nortavaya
phonetech2012
  • Locked
  • Question
direct calls to cdn drop after 4 rings
Replies
1
Views
79
bignose21
bignose21
telklass
  • Locked
  • Question
Qualtity Monitoring Calls Recording Back UP retention
Replies
0
Views
54
telklass
telklass
chippowell9
  • Locked
  • Question
Calls not queuing in CS1K - CDN/ACD (when AACC/Symposium down) [X-Post: CS1000] 1
Replies
2
Views
93
chippowell9
chippowell9

Part and Inventory Search

Sponsor

Back
Top