[cisco-voip] IPCC Express 3.5 Invalid Reporting

[Nick Marus]

The report I'm running is the CSQ by CSQ Activity which show the data from 
all CSQ's. 
 In fact 15minutes after writing that above line in response to your 
question, just helped me figure out the issue...
 The report is overlapping data because calls are getting into more than 1 
CSQ due to the way the escalation process works in the script. So a call is 
being counted twice when escalating to another CSQ and showing as dequeued 
from the first CSQ when answered by the secondary CSQ. I have adjustd the 
custom report to compensate for this and show the stats without the 
seemingly duplicate calls.
 Thanks
 Nick

 On 4/20/05, Voll, Scott <Scott.Voll at wesd.org> wrote: 
> 
>  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 
> 



-- 
Nick Marus
nmarus at gmail.com
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