BCMS ghost abandoned calls

[SteveTheGeek]

All,
My BCMS application is occasionally (one or two per week) reporting what I believe to be spurious abandoned calls in the daily VDN report. Customers that have at times complained of 10-second abandoneds (even though the contract says 20-second maximum) are not complaining and I have 60-120 second abandoneds for them.

The calls come in on DID vdn-based vectors that route to internal vdns based on customer selection, and a sample vdn is as follows:
Extension: 7138
Name: Customer Scheduling
Vector Number: 52
Attendant Vectoring? n
Meet-me Conferencing? n
Allow VDN Override? y
COR: 1
TN: 1
Measured: internal
Acceptable Service Level (sec): 20

VDN of Origin Annc. Extension:
1st Skill: 12
2nd Skill: 52
3rd Skill: 60
------------------------------------------------------------

The vector attached to the above VDN is:

Number: 52 Name: Schedulers
Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? n

01 queue-to skill 1st pri m
02 queue-to skill 2nd pri m
03 queue-to skill 3rd pri m
04 announcement 6822
05 wait-time 15 secs hearing music
06 announcement 6823
07 wait-time 15 secs hearing music
08 goto step 6 if unconditionally
----------------------------------------------------------

It seems like the abandoneds only come about at times when most/all agents are busy but I've been unable to duplicate the problem with my own test calls. Can anyone shed some light on this for me?

-Steve

 

[RGarcia87]

Look at this post...

http://www.tek-tips.com/viewthread.cfm?qid=817904

 

[RGarcia87]

When a call is waiting queue it is pegged as an abandoned call even though it may be answered.

 

[SteveTheGeek]

Thanks for the response. I've already read through that thread (in particular your post to it, actually) and was hoping for a workaround or a possibility of a fix (outside of purchasing CMS) because as it stands now BCMS is essentially useless for abandoned call reporting - there's no way to know if the call was ultimately answered or not.