Call Offered don't equal calls Abandoned + Calls Answered - VoIP / PBX Info Forum for Avaya / Nortel, Cisco, ShoreTel, Panasonic and other manufactuers Tech Tips Community

o_mostafa10 · November 10th, 2009

Hi all

When we run the hestorical reports on the CC6 installed with CS1K rls 5.0, such as Application by Skillset we have the number of call offered don't equal the number of call answered and call abandoned.

for example: call oferred = 12 422 and Call Answered = 913, Call Abandoned = 10 229 for the same skillset.

Please if anyone has any suggestion don't hesitate to reply me

Thanks in Advance

Regards

Mostafa

Clepex · November 10th, 2009

Compare it with the CDN report.

o_mostafa10 · November 11th, 2009

Hi Mr Clepex

I have compared with CDN reports, and I have find a third type of calls: Calls Abandoned + Calls Answered + Calls Terminated we have about the same number as calls offered with anly difference of 16 or 14 calls.

have you any idea

many thanks

Regards

Clepex · November 11th, 2009

CallsTerminated
Description: The number of local contacts and incoming NSBR contacts for this CDN or Route Point, which are terminated under one of the following conditions:
- The contact received a Force Busy, Force Overflow, Force Disconnect, Route Call, or default treatment.
- (NSBR option only) The call reached a non-ISDN trunk while it is routed to a remote site.
- The voice call is transferred to an IVR queue.
- (Communication Server 1000/Meridian 1 PBX switch only) The voice call is networked out through an NACD queue.

This statistic includes voice calls that receive the Give IVR treatment and are presented with a messaging system voice menu, if the menu options are programmed with CL (to go to a mailbox through a DN).

Clepex · November 11th, 2009

Why does CallsOffered not equal CallsAnswered plus CallsAbandoned?
CallsOffered does not equal CallsAnswered plus CallAbandoned for two reasons:
- A call pegs as offered in the interval when it is first processed by the Master script. It pegs as answered in the interval when the call is answered, or it pegs as abandoned in the interval when the call is released. The call offer and call answered/abandoned events might not occur in the same interval.
- A call receives a treatment, such as Force Disconnect, Overflow, Route To, or Default, instead of being answered or abandoned. You can create a custom formula to account for all calls given a treatment (the formula varies depending on the types of treatments you use). When you add this custom formula to CallsAnswered and CallsAbandoned, the result should be close to CallsOffered. (The result may not be equal to CallsOffered if calls are offered in one interval and answered, abandoned, or given a treatment in another.)

o_mostafa10 · November 12th, 2009

many thanks Mr Clepex

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