Contact Disposition

Peterson Cristovam · ‎03-04-2010

Hi experts.

On Database table ContactCallDetail has a field contactDisposition

What is the calls "do not care" and "Rejected"?

.
1—Abandoned
2—Handled
3—Do not care
4—Aborted
5-21—Rejected

At tables RtCSQsSummary" and "RtICDStatistics", calls with 3(do not care) and 5-21(rejected) are classified as Abandoned?

thanks

Peterson

Aaron Harrison · ‎03-05-2010

Hi

Rejected calls are those that are rejected by the system due to error normally - e.g. you hit the max sessions parameter.

Not sure about 'do not care' - are you seeing calls in your DB logged like this?

Regards

Aaron

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Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

Peterson Cristovam · ‎03-05-2010

Hi Aaron

Yes, on our BD has some calls with Contact Disposition = 3 (do not care)

Thank you

Peterson

Anthony Holloway · ‎03-05-2010

I just check the UCCX 7.0 DB schema guide, and unfortunately the description for this field is not very helpful.

ktran-anet · ‎04-09-2010

Peterson,

I found this in the Release Notes for Cisco Customer Response Solutions 4.0(5/5a1)

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_4_0/release/notes/4.0.5/crs405rn.pdf

Question - What does it mean when the contact disposition is 3?
Answer - When the system cleans up a call, which may have remained in the system because of missing events, the system writes a CCDR with the contact disposition dont_care (value = 3).

lohjintiam · ‎06-22-2011

Hi all,

Does the CCD table (or any other table) differentiate between calls abandon when its ringing on CAD and calls abandon after RNA timeout?

Thanks!

-JT-

Allan Perocho · ‎06-25-2011

JT,

You may check this out http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/troubleshooting/guide/Discrepancies_UnifiedCCX_Reports.pdf