atcomsystems.ca/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems CP 150 RCC Issue

Anyone having the problem with abandoned calls not adding up correctly in the Summary Report? For example, 50 calls were presented to the skillset, 40 were handled by an agent and the abandoned calls would be 20 (it should be 10).

Check your Skillset busy set up. Is it busy or continue to ring? If I remember correctly the busy will count as abandoned call.

vad60 - Where do I find this setting?

In Skillset PARM.

I have looked the PDF and can't find it. Can you tell me exactually what I'm looking for. Thanks.

You are loking at the Missed Call Option. Go to system programming and adjust the time for Transfer Call back timer. Choose how CC treets the call( Not Ready or Log out)

The Missed Call Option is "Make Not Ready" for all agents & the Transfer Call Back timer is 5 rings. I don't see a "busy" option. One thing I did try is setting up 2 agents in a test Skillset and pumped 10 calls into the skillset. 8 calls got answered by the first agent, I hung up on the 9th call (abandoned) and let the 10th ring at the first agent then to the second. I thought the 10th call my show up as an abandoned call because the first agent did not answer it (and was available to take the call). The summary report shows 10 presented, 9 taken and 1 abandoned. I'm lost.

Tomorrow I am going to install a patch for this very issue. It is available from the Nortel website if you look real hard...I had trouble finding it.

FYI: here are a couple of excerpts from the document that goes with the patch:

Voice Mail CR Fixes in CallPilot 3.1 100/150 from Build 31.10.15.22 to Build 31.10.23.22

Call Center CR Fixes in CallPilot 3.1 100/150 from Build 31.10.15.22 to Build 31.10.23.22

[Q01446183] - The rcc the calls abandoned are way off

If ther was 5 rings b4 Make not Ready that call was treated as abandoned.

Jack - Both CP 150's have been updated to 31.10.23.22 & I'm still having the problem. vad60 - when I setup my test skillset (above post), the only abandoned call was the one that I hung up on?