Article ID: 52181 - Last Review: August 13, 2014
06/10 09:40:48 0000:02:02 8402 8402 661103 A X9999 001 18402 A0010886 A
06/10 09:40:49 0000:02:02 8401 8401 661101 A X9999 001 18401 A0010894 A
06/10 09:42:51 0000:00:03 8402 **** P306 101 103 103 I P306 001
06/10 09:42:53 0000:00:02 8401 **** P306 101 101 I P306 001
NOTE: The path records appears to be requeues.
Click Save. It will take 30 to 60 seconds to save. Please wait for the confirmation box before closing the Editor.
PROBLEM
When using an outbound workflow to generate calls (automatic, or callbacks) to a Queue, the raw SMDR indicates that these calls are internal abandons.
SYMPTOMS
Queues and IVR Ports are on one PBX, Agents are on another.
In the PBX the 'Report Internal Unanswered Calls' setting is set to YES.
06/10 09:40:48 0000:02:02 8402 8402 661103 A X9999 001 18402 A0010886 A
06/10 09:40:49 0000:02:02 8401 8401 661101 A X9999 001 18401 A0010894 A
06/10 09:42:51 0000:00:03 8402 **** P306 101 103 103 I P306 001
06/10 09:42:53 0000:00:02 8401 **** P306 101 101 I P306 001
NOTE: The path records appears to be requeues.
RESOLUTION
You can remedy this behavior in our reports by applying a manual configuration. To do this, please do the following:
- Go to [InstallDir]\CCM\Services\ConfigService\ and open the GlobalAppSettingsEditor.
- Fill in the following settings on a new line:
- Application: DataService.exe
- SectionGroup: prairieFyre.BAL.DataAnalysis.Properties.Settings
- Name: HandleInternalAbandonAcdWithFullDigitsDialedAsAnswered
- Value: 1
- Description: An explanation of why the change is being implemented. Note that you must enter a value here to save.
APPLIES TO
7.1
Keywords: internal abandon abandons outbound workflow callback