Abandoned and Aborted calls in Historical reporting

Unanswered Question
Oct 31st, 2008
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Hi all,


I need a bit of help and advice!


One of our customers has had various issues with their contact centre over the last 2 weeks. Initially their agents were locking up or were unable to log in.


I fixed this however they have now noticed a large amount of calls are showing as abandoned and aborted in historical reporting (Abandoned and Rejected Call Detail Report).


I've looked through the logs but I'm not sure what errors to look for? There's quite a few entries that look suspicious:


i.e.


CALL_CONNECTION_CLEARED


SESSION_CANCELLED_CAUSE_CONTACT_DROPPED


Eventually the calls get dropped. Example:


9121024: Oct 30 11:08:22.481 GMT %MIVR-SS_TEL-7-UNK:CallID:21409 MediaId:3462617/2 Task:42000072038, TerminalConnection to Terminal: IPCC_292045 is DROPPED, 3462617/2



UCCX version: 4.0(5)_Build042

CallManager version: 4.2(3)SR1



Has anyone had any experience of this before and can recommend things to look for in the logs or what else might be the cause?


I think this could be a JTAPI issue and am thinking of recommending a reboot of the JTAPI providers (both CCM's) but I could do with a more educated answer!


Any help would really be appreciated.

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