Hello,
We are using OCM 7.6 with SIP 8.0 (Avaya media gateway) and experiencing a high number of dropped call results when running a campaign.
There are still other results such as Answers, No Answer, SIT Unknown, Answer Machine but using a progressive mode we didnt expect to have any dropped. The number of abandons is low (3 of over 500). In terms of routing it is quite simple, call routed to agents with specified skill and for an announcement to be played should a call be dropped.
This is an extract from the ocs log file for 1 such dropped call:
[i]CPDServerMessage: Rsp_CallProgress, socket: 624
IATRCFG_REQUESTID 402
IAttr_CallProgress Answer
IAttr_CallStatus Call has been dropped
IAttr_ErrorCode No error
BAttr_Extensions
'GSW_RECORDING_REFERENCE' '0000000000'
'GSW_DIALING' '13:55:42.884'
'GSW_RINGING' '13:55:42.884'
'GSW_ANSWERED' '13:55:52.462'
'GSW_CPD_COMPLETED' '13:56:17.525'
'GSW_BEEP_COMPLETED' ''
'GSW_TRANSFER_INITIATED' '13:56:17.556'
'GSW_QUEUED' ''
'GSW_AGENT_ANSWERED' ''
'GSW_TRANSFER_COMPLETED' ''
'GSW_RELEASED' '13:56:17.618'
'GSW_CPDFILE' 'cpd_'
'GSW_CONVFILE' 'conv_'
'GSW_CURRENT_TIME' '13:56:17.618'
'GSW_ATTRIBUTE_CALL_UUID' 'NDEJ9SII4566928T2CIHOB6RMC002DV7'
LAttr_ConnectionId 015c01e69185c726
13:56:16.874 OCSEvent[72614]::EventAbandoned(Dropped,CallTypeOutbound)
TrCPDServer[404`cpd_proxy]
{
CallCPDOutbound[404:402]::EventAbandoned {
CallCPDPost[415:JK000084]waiting for CPD progress::EventAbandoned {
CallProgressor[415:JK000084]::EventAbandoned {
CallProgressor[415:JK000084]::EventAbandoned{
FTCcall[404:402]::EventAbandoned
FTCcall[404:402]::CPDS stamps
Application[319`ocs].log_call_stats = true
FTCcall[404:402]::reporting
phone '07111111111'
pCallRes 'Dropped'
timeDialing '13:55:42.884'
timeClientRinging '13:55:42.884'
timeClientPickedUp '13:55:52.462'
timeCPDFinished '13:56:17.525'
timeBadCallReleased '13:56:17.618'
fileCPDRecording 'cpd_'
fileConversRecording 'conv_'
deltaOCS_CPD 744
13:56:16.874 PAEventInfo (ContactInfo):
OwnerSessionDBID: 1488; OriginSessionDBID: 1488;
CallType: PA_CallOutbound; StatType: PA_StatCallAbandoned;
RecHandle: 415; CallID: 0;
PlaceDBID: 0; CallResult: 26;
13:56:16.874 PA Outbound Call Info:
OwnerDBID: 1488; OriginDBID: 1488; RecHandle: 415;
CurrentStatType: CallAbandoned; State: OutCallAbandoned; CPDCompletedFlag: 1; CompletedFlag: 1; CallResult: 26;
StatType Durations:
CallDialed 35.47
CallAbandoned 0.00
Outbound Call deleted. RecHandle: 415; OwnerDBID: 1488;
Call[415:JK000084]::Applying treatment
13:56:16.874 Trc 50071 Send UserEvent
request to 65428(sipserver/sipserver_backup) message RequestDistributeUserEvent
AttributeUserData [279] 00 0B 01 00..
'GSW_STAT_EVENT' 14
'GSW_CAMPAIGN_DBID' 1706
'GSW_CALL_LIST_DBID' 1671
'GSW_GROUP_DBID' 482
'GSW_AGENT_DBID' 0
'GSW_CALL_RESULT' 26
'GSW_CAMPAIGN_COMPLETE' 329
'GSW_LIST_COMPLETE' 296
'GSW_DIAL_MODE' 2
'GSW_APPLICATION_ID' 319
'GSW_SCHED_REC_NUM' 0
AttributeCommunicationDN 'COMDN'
..sent to rssgenserver:3000(fd=452)
CallingList[1671`Test].dial_log_destination = D:\gcti\ocs\Logs\Dial_logs
13:56:16.874 Std 61008 Wrong dial_log_destination CallList: Test
UpdateRecord Handle:415 ChainID:224 ChainNum:0
13:56:16.874 CM_DBCallRecord(1671-1706-482): DBServer 'ocs_dbserver for Test (644)' SQL: update test_test set call_result=26,agent_id='',call_time=1300370141,record_type=2,record_status=3,attempt=1,switch_id=103 where chain_id=224 and chain_n=0 [ReqID=2546]
CM_DBCampaign:1706 ProcessChain ChainID=224 GroupDBID:482 Records:39 Chains:38 OnTimer:0 AtWork:5
Call[415:JK000084]::no treatment for the call result
CallingList[1671`Test].dial_log_destination = D:\gcti\ocs\Logs\Dial_logs
13:56:16.874 Std 61008 Wrong dial_log_destination CallList: Test
13:56:16.874 Trc 50071 Send UserEvent
request to 65428(sipserver/sipserver_backup) message RequestDistributeUserEvent
AttributeUserData [279] 00 0B 01 00..
'GSW_STAT_EVENT' 15
'GSW_CAMPAIGN_DBID' 1706
'GSW_CALL_LIST_DBID' 1671
'GSW_GROUP_DBID' 482
'GSW_AGENT_DBID' 0
'GSW_CALL_RESULT' 26
'GSW_CAMPAIGN_COMPLETE' 329
'GSW_LIST_COMPLETE' 296
'GSW_DIAL_MODE' 2
'GSW_APPLICATION_ID' 319
'GSW_SCHED_REC_NUM' 0
AttributeCommunicationDN 'COMDN'
..sent to rssgenserver:3000(fd=452)
Call[415:JK000084]::Deleting chained calls {
Call[415:JK000084]::Deleting call{
CallCPDOutbound[404:402]::RequestClearCall {
}
CallCPDPost[415:JK000084]::RequestClearCall {[/i]
Where is the best place to look for the cause? I am expecting this to be a configurational issue. Is this related to the call_wait_queue_timeout setting (current at 10).
Also when checking the agent group within CME the only origination dn within the advanced tab is a VQ - should this also include the route point?
Thanks,
WA
