Calls unaccounted for

[Michael]

Currently, I have 377 sdn licenses and 164 in use @ the call center. It doesn't appear that licensing is the issue. Also, none of the configuration objects (agent DN's, etc...) have changed in months and the issue just seemed to arise a month or so ago.

Any further thoughts?

Thanks!
Mike

[LeszekM]

Are you able to see (in CCPulse) the status of ALL (this is important!) the agents that get the calls from the ACD queue?

Leszek

[victor]

Now that I have my Stitch avatar next to me, I feel invincible!

Regarding the total number of calls entered and distributed,, here are my thoughts:

- since we have distributed equal entered, calls did exit this routing point. This does not mean that these calls went where they supposed to. Answered is only counted when calls are sent directly to the agent from that queue and the call was answered. If you have another routing point, then you are out of luck: answered would not be counted.

- it is possible, but highly unlikely that CCA just somehow managed to make up these calls. So, I would go and check what happened to those calls using Queues and STATUS table in StatServer (if you are using it) or CallConcentrator. What I would do is:
- get the list of all connection ids that went through that queue during that day
- run these connid verses Status table. This will tell me if any of the calls have not reached the operator. If there are calls like this, then these calls were somehow disregarded by PBX. Look at default routing for PBX and see what is happening there.

Using SCDR table in CCON will help you a big deal in finding what happened to all the calls and finind an explanation for what has happened, but since you are asking this question, I assume you do not have one. So my next poke in the dark would be to check whether or not you are using LDS or hot-standby URS. When you use LDS and LDS by msitake send the interaction to a different URS while it is in queue (EventTreatment, etc), the call will be dropped.

If you do not have that then check the default routing again and make sure that it did not go somewhere. Also, check default routing DN set in the strategy, URS and T-Server. There is a chance that calls were defaulted to those DNs and went to somewhere from there.

MY last hope would have to do with treatments. On some PBXs, treatments are actually VDNs with music scripts on them (Avaya), thus forcing URS to actually SEND the call to that VDN while it is queued. If there is some sort of problem with handling the music or if no more interactions can be handled by that VDN, the call would be dropped to default.

Of course, there is ALWAYS a hope that this is just a bug that Genesys needs to fix. I see that you are using CCA 6.5, so what if there is a bug in CCA 6.5?

Actually, I have somewhat of a similar problem - Entered - Distributed - Abandoned > Answered. And yes, we are using CCA 6.5 so I was hoping that upgrading CCA would fix this problem, because there is absolutely nothing I can think of that would explain this.

Sorry for the rant...

[Michael]

Victor,

Thanks for the detailed response.

- The only time a call would leave the RP without going to an agent would be to go to VTO for messaging and then back to the original RP to pick up where it left off in the strategy.

- Currently. we are not using the STATUS / QINFO table for stat server. This is planned as part of our reporting suite upgrade during the month of August.

- Unfortunately, we are not using CCON or LDS.

- Default DN for RP, URS, and PBX are all the same. I was unable to find any "stray" calls landing on this RP.

- We are using a Nortel PBX (groan) so VDN's aren't an issue.

- Try adding "Cleared, Aband @ Ring Time and Forwarded" to the left side of your equation. When we included these stats, the numbers came out "to the penny" almost every time. That is until a month or so ago when we began noticing our current issue.

Thanks again for the information.

If anyone out there has something more to add, it would be greatly appreciated.

Thanks!
Mike