onCallAbandoned

[cavagnaro]

Hi,
Has anyone used this function? I'm testing it but some data does not match with my historical reports.
Does anybody has a success history with this?

Does this captures the AbandonfromRinging retrospective action or only the EventAbandon originated on a queue?

Thanks

[victor]

Hi,

can you be a bit more specific? How are you using it?

Thanks,
Vic

[cavagnaro]

On IRD i created a normal strategy with a function invocating the onCallAbandoned method with a parameter calling strategy B, where on B is a DB object that executes a SP which stores the ANI, the Queuename and the hour of the abandon.
However on my DB i can have for example 3 records but on CCA i have only 2 for example, i know on CCA i have the stat type on main mask as Abandon + AbandonfromRinging.
That is why i ask if onCallAbandon also catches those AbandonfromRinging, if yes would have to go deeper and ask Genesys, if not i'm ok.

Thanks

[bcyk]

[tt]
Total Calls Entered
  - Number of calls entered to the ACD queue; see diagram below
  - X1 and X2, if exist, cannot be monitored in current configuration
  - Entered = Abandoned + Answered + (X1 + X2)


                        X1=overflow      X2=overflow/answered by non-monitored DN
                            !                  !
                            !                  !
            +------------------------+        !
--Entered--> |    ACD Queue          |---Distributed-----> [Phone]--Answered
            +------------------------+                        |
                    |                                        |
                    Abandoned in Queue                  Abandoned in Ringing
                    |                                        |
                    +--------> Abandoned  <-------------------+

[/tt]

Abandoned calls result from "CallState" in Genesys Framework.
If ACD queue is 'real' switch object, 'abandoned' callstate will be assumed
If ACD queue is Genesys virtual queue, 'CallCleared' callstate is referred to 'abandoned'
  -> thus, CCPulse+ and DMA template for virtual queue abandoned calls should be changed to 'Callcleared'
      (for Genesys 7.0 and above, at least!)

For the specific question, it seems that URS cannot capture "Abandoned In Ringing" since call path goes through the 'green' dot in strategy.

An alternative method is to customize a program to monitor virtual queue and agent extension/position (or use TRegisterAll(), which is removed from Genesys T-server 7.x SDK API function list; the function can be linked to older version of SDK native C library, however!). This approach is messy but feasible!

[cavagnaro]

Thanks a lot for the cool explanation, i do have a more clear idea now.