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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: anandapriyan on January 04, 2017, 12:44:19 PM

Title: Call Abandoned time range
Post by: anandapriyan on January 04, 2017, 12:44:19 PM

Team,

In our Lab environment, When the call waits in the queue, After[b] 30 seconds[/b] the call automatically get ended.
And counted as the call abandoned in the CCPulse.
Is there any possibility to [b]change the duration[/b] for the agent to get the call abandoned.?
Kindly looking for your possible solutions.

Title: Re: Call Abandoned time range
Post by: Kubig on January 04, 2017, 12:47:16 PM

Try to check "agent-no-answer" options set (or something like that).

Title: Re: Call Abandoned time range
Post by: anandapriyan on January 04, 2017, 01:27:52 PM

Thanks for your reply,
Could you please tell where the [b]Agent No answer[/b] option in the CME. To set the Time ranges

Title: Re: Call Abandoned time range
Post by: anandapriyan on January 05, 2017, 07:10:20 AM

Team,

I think i found  the option for the [b]call abandoned[/b] for the particular agent is available on the[b] interaction routing designer[/b] tool. Under target tab. We need to select the[b] timeout [/b]option =(Required particular seconds) to get call abandoned.

Title: Re: Call Abandoned time range
Post by: Jason Edward on January 05, 2017, 10:23:16 AM

Hi Anand,

can you check the "force disconnect timeout" on sip level.

thanks

Title: Re: Call Abandoned time range
Post by: anandapriyan on January 05, 2017, 11:46:06 AM

[quote author=anandapriyan link=topic=10055.msg45618#msg45618 date=1483600220]
Team,

I think i found  the option for the [b]call abandoned[/b] for the particular agent is available on the[b] interaction routing designer[/b] tool. Under target tab. We need to select the[b] timeout [/b]option =(Required particular seconds) to get call abandoned.
[/quote]

Team,

Could you please tell where the Force disconnect timeout option is available in the CME. Or the [b]above option[/b] to change the abandoned time for the particular agent is correct ?

Title: Re: Call Abandoned time range
Post by: eduardosaito on January 07, 2017, 11:39:09 AM

He meant that the 30 seconds would be set in a target box inside the strategy you are using in IRD.

Inside target box you go to "Target Selection" tab and check the Timeout parameter. After it reaches the timeout the call will go through the "red exit" on that box then you see if it has another treatment or only drops the call.

Tho i am not sure if it would count as abandoned call in CCPulse, as far as i remember, it wouldn´t count as Abandoned on Infomart. (i may be wrong cause last time i was debugging that kinda call we were still using Hyperion + CCAnalyzer)

If it´s set on target box indeed, you may suggest some changes on it .... maybe put a treatment, maybe an announcement, telling the customer all operators are busy and asking him to wait more, then go back to target box for another 30 seconds.

Or you could just set the timeout to a much higher value.