If you think your abandon rate is too high, then it is worthwhile to check the Route Call Detail(RCD) Table Termination Call Detail(TCD). These tables hold a record for every call that comes to the system. Now you have a column in this table called Call Disposition (CD). In this column there are codes I guess from 1 - 30. Have a look at the schema help for the Table to understand wat the codes will map to. Anyway some of the mapping like code 6 or 7 relate to abandon but while with error. Make sure your CD is clean of error. If not then u have a problem and might be the reason of ur high abandon rate.
Well the firts and the most important thing is you need to figure out the threshold after which you treat a call as an abandon .. well if the report shows call abandon in queue essentially would imply if you had a 6 sec threshold defined ... a call after getting queued to an agent was not handled by the resource and got abandoned.
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...