SECC Abandoned Calls - VoIP / PBX Info Forum for Avaya / Nortel, Cisco, ShoreTel, Panasonic and other manufactuers Tech Tips Community

TomasSouth · April 11th, 2006

In SECC, is there a way to get a list of CLID of those calls that were abandoned? Or CLID of all calls that entered specific Skillset?

***John_In_Dakota*** · April 11th, 2006

About the only way I know would to run a Call by Call report for each hour of the day. There will be a lot of data but if you put that report into an Excel spread sheet you can then search for "REASON: ABANDONED

**Chas2002** · April 11th, 2006

Can you look at your Call Detail Records and compare to the Agent Set POS ID?

Haven't tested but I suspect that each Agent Pos ID will show the calls terminated (not the CDN).

Then compare that to calls delivered to the CDN -- Thus if a call was presented to the CDN but doesn't match with a call answered by a Pos ID then it's abandoned?

Chas2002

RICK007 · April 12th, 2006

If you are familiar with the Data Dictionary and SQL, run this query against your call by call view. Remember to change the name of the view to reflect the date you are looking for and frequency. This will give you abandoned call data.

Select Timestamp,CallID, EventData, CallEventName

from dbo.eCallByCallStat20060408

WHERE CallID IN (Select CallID from dbo.eCallByCallStat20060408
WHERE CallEvent = 41)

ORDER BY CallID

Rachelle · April 12th, 2006

Will someone with Symp try this and post your results??? This is one of those questions that should be saved over in to the FAQ section. This would be a great 'best practices' type of procedure to put together.

rlc

RICK007 · April 12th, 2006

This is what the query will provide. This only 1 call and I have changed the CLID on it.

Sorry i dont know how to attach a file. Copy and paste the text below and save it as a html file and then open it in IE.

<!doctype html public "-//w3c//dtd html 4.0 transitional//en">
<html>
<head>
<meta http-equiv="Content-Type" content="text/html; charset=iso-8859-1">
<meta name="Author" content="Telus (license 1)">
<style type="text/css">
BODY {
font-family: MS Sans Serif;
font-size: 8pt ;
text-align: Left;
background-color: #FFFFFF;
color: #0;
}
TH {
font-family: MS Sans Serif;
font-size: 10pt ;
text-align: Center;
background-color: #8282FF;
color: #FFFFFF;
}
.oddrows {
font-family: MS Sans Serif;
font-size: 8pt ;
text-align: Left;
background-color: #FFFFFF;
color: #0;
}
.evenrows {
font-family: MS Sans Serif;
font-size: 8pt ;
text-align: Left;
background-color: #FFFFBF;
color: #0;
}

</style>
<title>dbo.eCallByCallStat20060408</title>
</head>
<body>
<p><b><font size=+2>dbo.eCallByCallStat20060408</font></b></p>
<table border=2 cellpadding=2 cellspacing=1>
<tr>
<th>Timestamp</th>
<th>CallID</th>
<th>EventData</th>
<th>CallEventName</th>
</tr>
<tr>
<td class=oddrows>2006-04-08 21:54:55</td>
<td class=oddrows>54132858</td>
<td class=oddrows> </td>
<td class=oddrows>Local Call Abandoned</td>
</tr>
<tr>
<td class=evenrows>2006-04-08 21:54:50</td>
<td class=evenrows>54132858</td>
<td class=evenrows>CLID: 1234567890</td>
<td class=evenrows>Local Call Arrived</td>
</tr>
<tr>
<td class=oddrows>2006-04-08 21:54:50</td>
<td class=oddrows>54132858</td>
<td class=oddrows> </td>
<td class=oddrows>Handed Over to Master Application</td>
</tr>
<tr>
<td class=evenrows>2006-04-08 21:54:50</td>
<td class=evenrows>54132858</td>
<td class=evenrows> </td>
<td class=evenrows>Application Interflowed</td>
</tr>
<tr>
<td class=oddrows>2006-04-08 21:54:50</td>
<td class=oddrows>54132858</td>
<td class=oddrows> </td>
<td class=oddrows>Task Flow Handed Off</td>
</tr>
<tr>
<td class=evenrows>2006-04-08 21:54:50</td>
<td class=evenrows>54132858</td>
<td class=evenrows> </td>
<td class=evenrows>Give Ringback</td>
</tr>

</table>
</body>
</html>

**Chas2002** · April 13th, 2006

Wow - I like this solution.

I don't have access to Symposium to test but I'm familiar with SQL.

Is the Data Dictionary a utility in Symposium?

Chas2002

RICK007 · April 13th, 2006

The Data Dictionary is on the documentation CD. It tells you what info is available in each view from the database. If you make your own Crystal Reports it is essential.

You will still need to setup an ODBC connection to the Symposium Database or use an existing if you have the classic client installed.

**Chas2002** · April 13th, 2006

Great - Thanks for the input...

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