agents hanging up

[twiSSt]

I have a situation where an agent(s) is hanging up on inbound callers. I am running IP 500 ver. 4.2.11 - VM Pro, Delta Server (very basic, no reporting), Phone Manager Pro (5 seats) and recording calls.

The agents are not using codes to log in, just the standard login *8EXT.

When I go to the SMDR for the time and day in question I can find the inbound call, see that the AA for that line is taking the call and then presenting it to the group, which is 704. What I don't see and really need is the actual extension that it was handled by. Our customer service team are members of three groups repsresenting three different parts of our company.

Is there a way for the extension to be displayed as well, as non-group members are recorded? Am I looking at the wrong data.

Twist

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Everything will be OK in the end.
If it's not OK, then it's not the end

 

[jamie77]

You would have to trace each part of the call. each time it is passed on to someone else, it is another SMDR line. Each call should have an identifier but can't remember from memory of that is shown in SMDR, I would think it would be.

By hanging up do you mean getting the call and disconnecting it or dropping it before answer?

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

Football is not a matter of life and death-It is far more important!!!!

 

[twiSSt]

There is a call ID but I have not been able to trace it to the final destination. It seems as though once passed to the Group the agent the trail stops.

Exactly, they are either putting them on hold and then disconnecting or hiting the drop button on their phone. The pattern is that the caller may not be the "nicest" or having trouble with something they believe we have control over and instead of dealing with it the agent chooses to hang up.

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[intrigrant]

You'll need to trace with monitor, then you can see which agent answered the call and then disconnected.
If you know from SMDR the CallID then you will find the same CallID in monitor, highlight it and press F4 in monitor then you have most of the details of that particular call in a new window.

 

[twiSSt]

And that would probably require that I have Monitor running and logging, correct?

I do know the Call ID but have been unable to locate the call in Monitor, but it was not running. My supervisor was running windows updates on all of our servers the last few nights so it was turned off. Or I have no clue and someone will gladly point that out and tell me where I should be looking!!

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end