Symposium 4.2 ghost calls

[Pab1o]

We’re running SCCS 04.02.06. We have a single application that gets ghost calls 4 or 5 times a day at high volumes. “Call by call” says the calls go thru the menu to a skill, but when the agent takes the call, no one is there. During these times, there are more than enough abandon calls to reconcile with the ghosts.

I suspect the callers are abandoning after the switch has made the routing decisions, but before the ring tone, leaving a ghost call for the agent. Is this possible?

No other app has this behavior and no caller has returned a call complaining of being dropped. Given that this is isolated to a single app, it’s likely a scripting issue. Or is there a setting I’m missing that will give the app a chance to recognize the abandon before presenting the call to agents?

Call by call below:

Call ID: 36,784,911
16:28:42 Call Presented NULL AGT: 7530
16:28:42 Task Flow Handed Off NULL TF: 1 TF: 10044
16:28:42 Task Flow Handed Off NULL TF: 10060 TF: 10048
16:28:42 Task Flow Handed Off NULL TF: 10044 TF: 10060
16:28:42 Application Interflowed NULL L_APP: Master_Script L_APP: CUP_AP
16:28:42 Dequeued From Skillset NULL SK_SET: CUP_CRC_UND_MWW_sk PRI: 1 REASON: PRESENTED TIME_IN_Q: 0
16:28:42 Queued To Skillset NULL L_APP: CUP_AP SK_SET: CUP_CRC_UND_MWW_sk PRI: 1 1st_TIME_QUEUED_TO_SKSET: YES
16:28:52 Local Call Answered Wendy - 7530 SK_SET: CUP_CRC_UND_MWW_sk
16:29:55 Local Call Released Wendy - 7530 NORM


There seem to be multiple things happening at once. Is this a simple as racing?

Thanks!