Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Michelle on April 25, 2007, 05:20:05 PM

Title: Abandoned Calls
Post by: Michelle on April 25, 2007, 05:20:05 PM

Hello everyone,
I am a newbie to genesys. I am doing reports in Hyperion and on one of my reports it shows a high number of abandoned calls for one group. When we try to find the calls in any of the logs they are not there. It is like the calls never existed. Could you explain to me how that is possible? Thank you ;D

Title: Re: Abandoned Calls
Post by: CTIgem on April 25, 2007, 07:14:16 PM

If report shows calls are abandoned, then genesy tserve is tagging with "EventAbandoned".
Otherwise it won't show as abandoned.

Title: Re: Abandoned Calls
Post by: cavagnaro on April 25, 2007, 08:14:24 PM

Which logs you refer to?
Abandon call is the one that was waiting for an agent but on waiting decided to hangup. The event previous to this is EventQueued.
Maybe your logs are not old enough to capture this?
How are you searching? Brio only show quantities but not numbers (ANI).
You'll have to search on TServer logs or in URS logs.