When I run the IVR APP Performance Analysis report it always display calls with no application associated with it. The application id is -1? Does anybody knows what are those calls? That is also happening in a client with IPCC Express 3.1(x) system.
I don't know what is happening here but I have created 25 CTI ports to be used for the IPCC Express ICD Application for a small queue with 4-5 agents. On the IVR APP Performance Reports the ICD application is showing 17 calls and the -1 Application is showing 18 calls (16 handle and 2 abandoned calls). How can that be rejected calls if I have enough CTI ports to handle the volume that I know is no more than maybe 3-4 concurrent calls.
Did anyone find an answer for this? I am seeing the same thing. I have an application id of -1 with no Application name. About half of the calls appear to be going to that application (all are marked handled) and the avg call duration is 27 seconds. I am also running 3.5.3 SR 2 and there are no other reports of any problems with calls.
Thanks I will open a TAC case and see what they say. I did find bug CSCsd42186, I wonder if were running into similar. If they say it was for outgoing calls from the ACD line why would the total Incoming calls get pegged?
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