We have facing a problem of abandoned calls before queue, I reviewed scripts and the CTI route point settings in cucm and there is no errors. This problem occurs randomly, there is no pattern, so it is difficult to repeat the problem. I have difficulties to collect logs because large volume of the calls in database, sometimes the logs are discarded. The information that I have from the caller in that time period is that it gave a busy signal and disconnect call.
Following the report information:
Are there way to collect logs that I can check if we have a problem with media resource?
Follow what Chintan is saying and see what the logs are telling you. Have you made any test calls to see if you can reproduce the issue? I don't speak Portuguese (assume it's Portuguese), but your report only shows 1 abandoned call, right? How many calls are you actually seeing being abandoned? Finally, don't forget to also check your IVR prompting. Are you telling the customer that the wait is going to be very long? Are you telling the customer to go online or to reach you differently? Those might be causing some of the deflection too.
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The short answer is that you don't.... That isn't entirely true while at
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Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...