How to list abandoned calls (ANI, DateTime) from Termination_Call_Detail

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Jun 16th, 2006
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Hi there,


ICM 5.0, CallManager, IVR


Problem:

WebView perskg22: [Peripheral Skill Group Task Summary Daily] says there were X number of abandoned calls in queue ["Aban in Queue"].

However, when I SELECT calls with CallDisposition = 1 from the Termination_Call_Detail table, it shows Y number of calls. Sometimes Y>X, sometimes Y<X, however, I don't really see any consistency.


WebView manual says it shows information derived from the Skill_Group_Half_Hour table.


For God's sake, are these abandoned calls with all details (DNIS, ANI, etc) noted somewhere?


Thanks in advance.

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gpulos Fri, 06/16/2006 - 05:24
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i think you'd have to make a custom report from InfoMaker.


i run alot of reports from many of the defaults and i've yet to see one that shows abandoned calls with all the details you're requesting.

Gergely Szabo Fri, 06/16/2006 - 06:35
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I guess infomaker is not an option here... I need to write an SQL package that generates an Excel document with all the abandoned calls...

jsokell Mon, 06/19/2006 - 01:40
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There are different types of abandoned calls, depending on where they are abandoned, This is reflected in the various Call Dispositions for abandoned calls. For example '2' is described as 'abandoned in local queue'.

Have you looked at the other definitions for Abandoned Calls in the schema document, and tried those instead of using 1?



Gergely Szabo Mon, 06/19/2006 - 03:14
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Hi,


yes, I did.


However, the sum of various call dispositions which may be related to abandoned calls, does not reflect the number of "Aban in queue" calls in WebView for a particular skillgroup. :-(


The latter is being calculated by the Skill_Group_Half_Hour table, where the needed information (ANI, for instance) is not present...


szge

jsokell Mon, 06/19/2006 - 05:50
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There are no default Webview reports that give you all of the information that you are looking for in one report, such as abandoned call details with all of the details e.g. ANI.

I am sorry that this is not more helpful.

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