Terminated Calls in Symposium

[mt6322]

We have an issue in Symposium where the CDN statistics report on CDN 4809 (Price_Info) showing substantial number of calls being terminated (30%). Temporarily, we do not have agents logging-in with the Price_info skillset. The script for CDN 4809)is listed below. Any explanation/suggestions to relove this issue will be greatly appreciated. Thank you in advance.

/* This Script is for Price_Info, calls via Meridian Mail menu (CDP 4809), via route 10 (PRI). Callers are Queued to the Price_Info skillset with Priority 2. on no answer(18 sec) call routes to CDN 4802 BNA_GENERAL

/* IF DATE=Holidays THEN
GIVE RAN Holiday_Ran
DISCONNECT
END IF
*/
IF Out of Service General THEN /* send call to the overide message 611 */
ROUTE CALL 6500
END IF

IF (DAY OF WEEK=Monday..Friday) AND (TIME OF DAY=M_F_HoursA) THEN
EXECUTE Open_Skillset
END IF

EXECUTE Nite

SECTION Open_Skillset

QUEUE TO SKILLSET Price_Info WITH PRIORITY 2
WAIT 18

REMOVE FROM SKILLSET Price_Info

IF NOT OUT OF SERVICE General THEN
QUEUE TO SKILLSET General WITH PRIORITY 2
WAIT 2
END IF

/* ROUTE CALL 4802 */

SECTION Nite

ROUTE CALL 4802

Sample
CDN Statistics - Daily - Jan4 to Jan 5
Offered Answd Termd % Abandnd %
CDN name:
Price_Info -4809 126 97 26 21% 3 2.4%

 

[NortelGuy1979]

Ignore my previous post in the PBX forum, I've just figured it out...

The CallsTerminated, in the data dictionary, is:

CallsTerminated
Description: The number of local and incoming network Symposium Call
Center Server calls for this CDN terminated under one of the following
conditions:
* The call was given a Force Busy, Force Overflow, Force Disconnect, Route
Call, or default treatment.
* (NSBR option only) The call reached a non-ISDN trunk while being routed
to a remote site.
* (Meridian 1/CSE 1000 switch only) The call was transferred to an IVR
queue.
* (Meridian 1/CSE 1000 switch only) The call was networked out through an
NACD queue.
Type: int
Length: 4

The thing is, you're reporting on the CDN, not the skillset(s). The CDN dialed was still your Price_Info CDN even though you are queuing the calls to a different skillset. Therefore, on the CDN report, you will still show activity on that CDN. As you can see in your "Nite" section, you have a ROUTE CALL 4802 and also at the top you have a route statement for an out-of-service skillset. Those two things would make this CDN generate "terminated" calls in a report.

Does this make sense to you? -Matt

Matt H.
TMC - KCMO, USA

 

[rfwhite]

But isn't there also a problem sending calls unconditionally to the skillset? In other words, I don't see a test (IF NOT OUT OF SERVICE Price_info).

 

[mt6322]

Thanks for the info.
When the calls were terminated from CDN 4809 due to the route to command (route 4802), were the calls disconnected ?
I viewed the call by call report but it did not show that calls were transfered/routed from CDN 4809 to CDN 4802. What type of report or utility that I could use to prove that terminated calls from CDN 4809 calls were actually routed to CDN 4802?

Again, thank you for your help.

 

[NortelGuy1979]

No, the calls were not disconnected when routed to CDN 4802; that statistic counts the call as 'terminated' out of the CDN whenever it is routed elsewhere. See the first item in my previous post that pegs a call as 'terminated' - it includes calls given Route To treatment. To prove that the terminated calls went to the other CDN (or extension, or whatever 4802 is) you would need to pull call-by-call data for that timeframe. CBC data is not stored very long at all; I think you can only get the last hour but I'm not sure - or maybe it's just that you can get an hour at a time. So pick at 15 minute period in your previous nite's report that had a 'terminated' call on CDN 4809, and then pull CBC report (it's a standard one) for that timeframe. You will see what happened to each call step-by-step. OR - you can dial from a multi-line phone, ie 3904 with display, after hours when you know you'll get routed to 4802, and just see where you go. The CBC report will be your best tho if you want to see it on paper. Let me know -Matt

Matt H.
TMC - KCMO, USA