We are trying to identify Calls that have been abandonded in Queue, which is Call Disposition 2 according to the guide.
However I ran a query and can see that there hasn't been a single one (even though we have tested)
The abandoned calls ALWAYS get code 13..
I see in the admin guide on this forum there is a portion of the CVP admin guide that states that required calls are not correctly reported, but should it really say that any skill group that has requery enabled won't report correctly?
Also we are using a very large custom Java application through CVP upfront before dropping it off to queue's.... do you think this has something to do with it?
No love huh? Can anyone wiht a ICM 7.2x and CVP in comprehensive flow, do a few queries and see if they have any call's with call disposition 2? Trying to figure out if its a bug with CVP and ICM. I checked all 3 of my installs and they are all screwed on this topic =/
it appears from that document that CD = 2 would not be used for IPCC/CVP.
The only reliable way I know to count the ones that hang up in your CVP VXML Self Service application is by using the activity log.
I upload them into SQL Server using the supplied Audium importer and query the data with SQL commands; but a simple "grep | wc -l" on the activity log file works amazingly well. ;-) Just install the cygnus tools and you are off to the races.
If you have the Reporting Server hooked up, you could go that way. That's a big hammer for a little nut.
Did you ever find the solution to this? I'm getting something similar in 8.5.4 but its for calls abandoning in queue (abandon ring is fine) I'm not getting the tcd row showing the skill and route at all, just the CVP leg but again with call disposition of 13. In RCD I can see the correct Route ID and RouterErrorCode 448 identifying the call as abandoned.
I have a TAC case open on it but don't seem to be getting anywhere with it.
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