CMS reporting details on Abandoned Calls

[FicBen]

Is it possible for CMS to report the actual time a call abandoned and the amount of time the caller waited before abandoning?

 

[Coineandude]

if you need this info for specific calls, you could look in the call record table (call_rec assuming you have ODBC access to CMS). you want to look for calls where call_rec.disposition = 2. call_rec.disptime will tell hou how long it waited until that disposition.

if you do not have ODBC access to CMS, play around with the call record report to see these same data items.

Note that call record data may suspend collection if you are processing more than 400 calls per 20 minutes. this is a 'feature' and the only way around it is to purchase external call history and dump call record data to an external source.

 

[FicBen]

I do have ODBC access and currently in a session to execute a SQL command, but I know nothing about SQL commands. Any docs available on this?

 

[FicBen]

I did access the call_rec table and noticed that there's no data in the table. Why?

 

[multibus2]

In Data Storage Allocation you will most likely find the the call record item set to 0. So no call record data will be collected. Now before you set it to the maximum value of 5000 records, bear the following in mind, the internal call records process can only process 400 call records in a 20 minute period, if more call records are received the CMS application will ignore all the incomplete plus the surplus records for this period. Once internal call records are enabled in DSA, if you reach the limit the CMS will give you a lovely message, like "call records have been exceeded". I you do start to see this you will have to look at External Call History as it does not have this limit, but be warned this is not a cheap option and you have to decode and store the now external call records on an external server/database.

"Been there, done that and got the teeshirt