What is a terminated call?

[skk391]

Hi guys,

I have a question relating to CC6 and Historic Reporting,

I have pulled of a historic report (CDN Route Point Statistics) I have a few heading ie. Offered, Answered, Terminated and Abandoned etc.

My question is what is a terminated call. I have done some research and found that it is call that is routed of the CC6 for example if there is a 'route call 34238472' for example. Once the call is routed of it is classed as a terminated call, is this correct?

The issue is that I do not route calls of my CC6, the script is just to queue to call to a skillset and wait for it to answered by an agent.

Can anyone shed some light on how this please

 

[StanleySteamer]

CDN terminated results from:
Give Busy, Give Overflow, Disconnect, Route Call, Default, transferred to IVR.

Networked calls may appear as terminated in some cases.

You will find this in the Historical Reporting and Data Dictionary.

 

[dj4020]

Post your script

 

[skk391]

here you go ...

GIVE RINGBACK

IF NOT OUT OF SERVICE ***** THEN
QUEUE TO SKILLSET ***** WITH PRIORITY 1
WAIT 2
END IF




SECTION Loop
IF NOT QUEUED THEN
IF NOT OUT OF SERVICE ***** THEN
QUEUE TO SKILLSET **** WITH PRIORITY 1
WAIT 2
ELSE
GIVE RINGBACK
QUIT
END IF
END IF

 

[skk391]

Sorry - there is an EXECUTE LOOP at the end of the above script.

 

[dulfo666]

Your call will be classed as terminated when it hits the

ELSE
GIVE RINGBACK
QUIT

I explain it as when the call hits any part of the script that terminates the call flow. Some sites class a terminated call as a failed call, I think wrongly. I class it as completing the scripting and being handled correctly (as long as your script has been written correctly).

 

[bajangsa]

And why give ringback and then quit??? - you could give busy and then quit, that would be understood by the calling party.

A terminated call is not a fault but a call receiving other treatment than talking to an agent, typically a night announcement or routing as mentioned by StanleySteamer, but bad scripting can ruin everything.

 

[skk391]

Thanks for the reply guys, its been very interesting. I come from a Cisco/networking backgroud myself so the scripting doesnt come natural to me.

If I look at the script now you guys are right there is no reason why the ' give ringback' entry in in there!

Can I just run this pass someone,

GIVE RINGBACK /* customer hear ringing */

IF NOT OUT OF SERVICE ***** THEN
QUEUE TO SKILLSET ***** WITH PRIORITY 1
WAIT 2
END IF

/* if the agents are logged into the skillset then the call is placed to this depending on the priority that they have*/


SECTION Loop
IF NOT QUEUED THEN
IF NOT OUT OF SERVICE ***** THEN
QUEUE TO SKILLSET **** WITH PRIORITY 1
WAIT 2
END IF
EXECUTE loop

/* then the section loop is used just in case the call isnt queue to the skillset for some reason. The section loop tells the system to try to place the call to the skillset again and to keep trying until it can place the call */

I have taken the give ringback and quit statement out after reading the posts.

BTW what does the QUIT statement do, does it drop the call?

I have had agents saying that when calls are queued to the skillset and answered by the agents the agents do not hear anything, they get the bleep in the ear because it is a forced call but the customer doesnt seem to be there. I dont know if it is the script or if the agents are just manually cutting the call.

Thanks

 

[dj4020]

The quit would end a call but as long as someone is logged in they should not be receiving that treatment. Another note would be that if you have a really busy call center you are causing every call to be run through this loop every 2 seconds. DO you have a music source or RAN announcements? How many applications are you running on this server? Do you have this same loop in every application

 

[skk391]

Thanks dj4040, we run about 10 applications on the server. This application only services about 150- 200 calls per day.

would running call through this type of loop have a big effect on the processing power of the server? I am going to make sure that my other script do not have the give ringback and quit statement in them.

Thanks for you help everyone!

laters for now.

 

[sandyml]

I'm curious - what should happen if the skillset is out of service? From what you have provided so far, the call will just sit in an endless loop. Not good.

 

[skk391]

Its shouldnt be to much of an issue, calls get passed to this skillset from another department within the same organisation. When all agents in the above skillset have logged out the other department no longer transfer live calls to the skillset.

I could look to provide some sort of messaging.

Thanks

 

[dj4020]

If you are only receiving around 200 calls per day should not be a problem. Sandy is right what do you have setup for treatment for the caller if skillset is out of service? Should be some treatment, announcement or RAN that would indicate to the caller that you are not available to take their call. You could set the caller to queue to a second skillset so at least they would get treatment.

 

[pierreschwartz]

To awoid the looping you could set up another refering script (like a afterhours script just prompting is't out of hours etc...or we are in a meeting . .bla. ..bla. bla..)
below i also provide music while the customer waits for an agent (music from RAN card 10, "GIVE MUSIC 10")
the voice segments "vs_XXX" are speaks from call pilot reffering to global variable which have been set up in symposium.

If you do not have call pilot use the command "GIVE IVR 7998 WITH TREATMENT 60050" where 60050 refers to a speak in the Meridin Mail (old system), instead of: "PLAY PROMPT WITH LANGUAGE English VOICE SEGMENT VS_04", which plays speak vs-04 from callpilot.

I could be done as (the voice prompts are here comming from callpilot):


IF OUT OF SERVICE Customer_Service
THEN EXECUTE SCRIPT CallPilot_Meeting_CWC_ACCS /* script playing meeting message*/
END IF

IF NOT OUT OF SERVICE Customer_Service
THEN QUEUE TO SKILLSET Customer_Service WITH PRIORITY 2
OPEN VOICE SESSION CP_Access
PLAY PROMPT WITH LANGUAGE English
VOICE SEGMENT VS_04
END VOICE SESSION
END IF

SECTION phonequque
GIVE MUSIC 10
WAIT 10
OPEN VOICE SESSION CP_Access PLAY PROMPT WITH LANGUAGE English VOICE SEGMENT VS_142 END VOICE SESSION
WAIT 10
OPEN VOICE SESSION CP_Access PLAY PROMPT WITH LANGUAGE English VOICE SEGMENT VS_04 END VOICE SESSION
WAIT 10
OPEN VOICE SESSION CP_Access PLAY PROMPT WITH LANGUAGE English VOICE SEGMENT VS_48 END VOICE SESSION
WAIT 10
OPEN VOICE SESSION CP_Access PLAY PROMPT WITH LANGUAGE English VOICE SEGMENT VS_04 END VOICE SESSION
WAIT 10
OPEN VOICE SESSION CP_Access PLAY PROMPT WITH LANGUAGE English VOICE SEGMENT VS_04 END VOICE SESSION
IF OUT OF SERVICE Customer_Service
THEN EXECUTE SCRIPT CallPilot_Meeting_CWC_ACCS /* script playing meeting message*/
END IF
EXECUTE phonequque