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Abandoned Calls

anthoney_murphy
Level 1
Level 1

‎01-10-2007 02:19 PM - edited ‎03-14-2019 12:25 AM

If the agent hangs up before the customer it registers as an abandoned call. Is there anyway to prevent this? All suggestions welcome.

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3 Replies 3

venkat.kt
Level 1
Level 1

‎01-11-2007 12:47 AM

Hi, the call is registered as abandoned only if the caller hangs up even before the call is picked by Agent. If, for example, the agent speak to caller for 40 seconds and disconnects, then the call is not registered as abandoned. Please check.

Regards,

Venkat

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anthoney_murphy
Level 1
Level 1
In response to venkat.kt

‎01-12-2007 10:52 AM

I know that is how it should work but I saw this with my own two eyes.

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l.mourits
Level 5
Level 5

‎01-13-2007 03:03 PM

This could be related to a misconfigured association of CTI ports and/or phones with the JTAPI and RM user. Please check those settings. I have seen this happen with CCM4.0 and IPCC3.5 with a phone that was associated with both the JTAPI and RM user.

HTH,

Leo

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