Phanton Calls

[PappaG]

Hi

Can anyone help we experience a high volume of call cut offs on connect to agents i was wondering if anyone can help. Firstly i have been checking over a few weeks and looking at the data i have collected so far on our bad days we have around 2.5% of all inbound traffic experiencing this problem. Does this seem high or would this be about normal ?. Also i wanted to look at changing my phantom call abandon timer as we dont seem to capture these on our CMS reports but was advised the smart way to achieve this would be to wright a cms report can anyone assist with this as our phantom abbandon timer must be set to low to measure these. What statistics should i be looking at as the call does get routed to an agent then cuts off after a few seconds... how would this be measured ..????

Thanks in advance
Any help would be appreciated.

 

[biglebowski]

it could be a wardial.

That rug really tied the room together, did it not?

 

[huffer]

If the call gets connected to an agent there is no abandoned call, it's a connected call with a talktime or ACD time of 0 or 1 secs.

 

[stlouis1]

If this is a recent problem, say since July, and you are on ACM 2.2 take a look at the known problem list. There is a bug that can cause dropped calls and crosstalk for a multi-connect MCC on call transfers. It seems to be load related -worth a look.