CVP 3.x - IPCCe - RONA - Reporting

Unanswered Question
Mar 8th, 2007

With CVP, achieving RONA is done by using the Router Re-query and RNA Timeout value.

The problem I am running into is that for reporting purposes, these RONA calls are marked as "abandoned" and not RONA.

Is there any way to accomplish this?

I have this problem too.
0 votes
  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 0 (0 ratings)
Loading.
david.macias Sun, 07/06/2008 - 01:59

Andrew,

I'm running into this same issue, did you get a resolution?

Thank you,

david

david.macias Sun, 07/06/2008 - 02:12

Actually, from the CVP admin guide:

"

The configuration described in this section has the following limitations:

•

The disposition of the requeried call is not correctly reported. The Redirect No Answer fieldin the agent and skill group reports do not show calls that are redirected by this mechanism.Each call that is redirected by this mechanism is counted twice, once as abandoned and onceas handled (if the call is finally handled). There are two Unified CCE TerminationCallDetailrecords for this call, one for the rerouted call (with CallDisposition 'Abandoned whileRinging', code 3) and one for the handled call with a CallDisposition depending on how thecall was finally handled. The scripting example above shows how a Peripheral Call Variablecan be used to mark and count calls Requeried because of no answer. A custom reportingtemplate can be written to report on this data."

If I'm reading this correctly, it is telling me that what I'm seeing is correct, that the termination of the requeried call is not correct, which is what I'm seeing... shame. :(

david

Actions

This Discussion