Hi Bob,
Yes I got your email.
So, I looked at them and I think that you have some serious issues with your IVR. There are many IVR ports (2119, 2118, 2117... for example) which from time to time just do not answer calls and therefore calls are abandoned by customer after while, or sometimes calls are answered, but then there is no evidence that calls are handled by IVR and eventually calls are released with hardware error. (connids 007001b3b9974c56 , 007001b3b9974cbc,007001b3b9974c50)
I also found that some ports from time to time are experiencing problem to transfer calls back and from this moment the event flow is quite weird (007001b3b9974c18,007001b3b9974bcb). These are issues which you probably are not aware of and are not probably causing directly your issues, but it could be that there is some ACD switch configuration in place, which take calls back experiencing issues in IVRs and rerouted again as new call on entry routepointcalls. This means that calls send to IVR for final treatment and then supposed to be released by IVR are routed back to agents as new calls.
So I really recommend you to have pretty serious look at your IVR configuration from software as well as hardware perspective by your VAR who sold you this solution .
By the way, what is the IVR you have there?
Cheers.
e.
