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Short Calls - mystery

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steel451

steel451

Technical User
Jul 17, 2004
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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.
 
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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.
 
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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.
 
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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.
 
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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!
 
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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?
 
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