[cisco-voip] IPCC Express 3.5 Invalid Reporting

[Voll, Scott]

Are the missing ones getting answered out of the other queues and the
report is only doing the first queue?

 

________________________________

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Nick Marus
Sent: Wednesday, April 20, 2005 6:24 AM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] IPCC Express 3.5 Invalid Reporting

 

Running IPCC Express 3.5. 

 

Script is basicly like the following

 

Accept Call

Queue Call to Que1

wait 2 minutes

Queue Call to Que2

wait 2 minutes

Queue call to Que 3

wait till answered.

 

As the call gets queued with each 2 minute escalation, it remains queued
with the previous queue. So when it finally gets to queue3 after 4
minutes of not being answered, the call is queued with queues 1, 2 and 3
allowing the first available agent in either of the 3 queues to handle
the call. Funtionally everything is working as it should. The problem I
am having is with the reports. And I verified this with the canned
reports to outrule any issues with all the custom reports we are
running. As an example yesterday shows 1178 calls presented, but only
517 calls handled. The abandoned call report shows 204 calls abandoned. 

 

So my question, why the gap? where are the 400+ calls missing here
going? If a call is not handled nor abandoned, where is it? 

-- 
Nick Marus
nmarus at gmail.com 

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