DancingDave

It wouldn't be anything to do with the FADT and FADR timers would it?

If ISAP = YES, any value for FADT, if memory serves, will result in a delay before the call is presented to the agent.

Rachelle

I am not familiar with the uses of these timers or the ramifications of making changes to them. What are they and what would I need to look for?

We have performed call testing, in an attempt to duplicate the issue, and we have not been able to force any abandoned calls. The volumn is sooo high that it has caught the eye of 'tie wearers' and they 'need' an understanding. Now, the percentage of these calls has not changed only the shear volumn of calls has increased so it looks bigger. We sit at about 10% of calls to particular queues are in this 2 second abandoned group. Typically, any call that abandones under 12 seconds we discount as not our fault.... anything could cause the caller to hang up that fast.

This could be a fluk within the MAX report filter and these calls could be miss labled but, I need to be able to say this with confidence. Being able to duplicate it would give me confidence.


Please feed me more information.


rachelle

pbxn

Do have RAN's and or messages while they are being forwarded to these queues. It almost sounds like the caller hangs up. WHen you call it and you get forwarded to you hear clicks pauses etc?

Rachelle

In order for Interflow to work you have to have a RAN programmed but, the calls will leave Indiana and Cleavland as soon as all agents are busy. They will never hear the RAN. In placing test calls through a similar call center routing scheme, I, as the caller, can't detect that I have been sent to a different center. I don't hear any clicks or pauses.

I just can't duplicate this at all.



rlc