Forced Disconnect calls column in VDN interval report in CMS

[ermago20170]

It was brought to my attention that a certain call type is having forced disconnect calls. I was under the impression that forced disconnects are only when you use the disconnect command.

In the call routing we do have situations where the call may go to our voicemail system or be routed out to a cell phone if certain conditions apply.

Can someone tell me why we would have forced disconnect calls showing up on this report. The help file in CMS is not exactly that helpful...any guidance would be greatly appreciated.

 

[SF0751]

I agree, I have always felt that the "force disconnect" field applied only to calls that hit a "disconnect after XXXXXXXXXX" command in the vector. However, in checking the CMS help file, I found this note: DISCALLS also includes calls disconnected by the communication server when the vector disconnect timer expired or that reached the end of vector processing without being queued. Why don't you post the vector(s) in question, and we'll take a look at it.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[ermago20170]

So if I understand you correctly, if the call is sent to an extension or out to a cell phone it would be a forced disconnect?

Where would you find out where the vector disconnect timer is? That's the first time I have heard of one of those...is that in the system parameters? I would love to post the vector, but I don't have anyplace readily available to upload it to.

 

[SF0751]

You can post the vector by using terminal emulation in ASA, and just using copy/paste.

If the call is sent to an extension or a cell phone, I think that it would be a de-queued call, not a disconnected call.

The vector disconnect timer is found in the feature-related system parameters (cha sys fea) on page 7.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[ermago20170]

I just checked our vector disconnect timer, which is on page 10 for us...we are on rel 4 and there is nothing in there...so is there a default or do I need to update that? Thanks for the idea for copying the vector here....I have posted it below....just as an FYI the AD is a variable set for VDN, all of the ones at the beginning are RONA VDN's that will lead to queueing at a higher priority.

Vector 1013 is a subroutine that we have set up so that the caller will queue for 2 minutes and then be prompted to press 1 to leave a message in the community voicemail or to continue to hold in which place it would return to this vector where it left off..

Thanks again for your help.
01 wait-time 0 secs hearing ringback
02 goto step 19 if AD = 22052
03 goto step 60 if AD = 22057
04 goto step 66 if AD = 22058
05 goto step 72 if AD = 22059
06 goto step 78 if AD = 22060
07 goto step 84 if AD = 22061
08 collect 1 digits after announcement 21705 for none
09 goto step 16 if digits = 1
10 goto step 20 if digits = 2
11 goto step 26 if digits = 3
12 goto step 33 if digits = 4
13 goto step 40 if digits = 5
14 goto step 47 if digits = 6
15 goto step 60 if unconditionally
16 collect 5 digits after announcement 21712 for none
17 route-to digits with coverage y
18 stop
19 announcement 21719
20 goto step 58 if staffed-agents in skill 266 = 0
21 announcement 21704
22 queue-to skill 266 pri m
23 goto vector 1013 @step 1 if unconditionally
24 goto step 20 if unconditionally
25 stop
26 goto step 54 if service-hours not-in table 94
27 goto step 54 if staffed-agents in skill 267 = 0
28 announcement 21704
29 queue-to skill 267 pri m
30 goto vector 1013 @step 1 if unconditionally
31 goto step 27 if unconditionally
32 stop
33 goto step 58 if service-hours not-in table 96
34 goto step 58 if staffed-agents in skill 270 = 0
35 announcement 21704
36 queue-to skill 270 pri m
37 goto vector 1013 @step 1 if unconditionally
38 goto step 34 if unconditionally
39 stop
40 goto step 54 if service-hours not-in table 92
41 goto step 54 if staffed-agents in skill 268 = 0
42 announcement 21704
43 queue-to skill 268 pri m
44 goto vector 1013 @step 1 if unconditionally
45 goto step 41 if unconditionally
46 stop
47 goto step 54 if service-hours not-in table 93
48 goto step 54 if staffed-agents in skill 269 = 0
49 announcement 21704
50 queue-to skill 269 pri m
51 goto vector 1013 @step 1 if unconditionally
52 goto step 48 if unconditionally
53 stop
54 announcement 21715
55 messaging skill 256 for extension 27932
56 stop
57
58 route-to number 9915713349876 with cov y if unconditionally
59 stop
60 goto step 58 if staffed-agents in skill 266 = 0
61 announcement 21704
62 queue-to skill 266 pri h
63 goto vector 1013 @step 1 if unconditionally
64 goto step 60 if unconditionally
65 stop
66 goto step 54 if staffed-agents in skill 267 = 0
67 announcement 21704
68 queue-to skill 267 pri h
69 goto vector 1013 @step 1 if unconditionally
70 goto step 66 if unconditionally
71 stop
72 goto step 54 if staffed-agents in skill 268 = 0
73 announcement 21704
74 queue-to skill 268 pri h
75 goto vector 1013 @step 1 if unconditionally
76 goto step 72 if unconditionally
77 stop
78 goto step 54 if staffed-agents in skill 269 = 0
79 announcement 21704
80 queue-to skill 269 pri h
81 goto vector 1013 @step 1 if unconditionally
82 goto step 54 if unconditionally
83 stop
84 goto step 58 if staffed-agents in skill 270 = 0
85 announcement 21704
86 queue-to skill 270 pri h
87 goto vector 1013 @step 1 if unconditionally
88 goto step 58 if unconditionally
89 stop

 

[SF0751]

There is only one thing that I see:

[tt]16 collect 5 digits after announcement 21712 for none
17 route-to digits with coverage y
18 stop[/tt]

What happens if the caller inputs an invalid selection?

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[ermago20170]

Thanks for the help. It's like stating the obvious..The assumption was made that the user would enter the correct digits.

I feel a little stupid for that oversight.