atcomsystems.ca/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems IES Reporting question

When I am looking at the reports on Mbox calling the last column is "abandoned", my questions is what constitutes an abandoned call?

Example, in a 2 week period ext xxx has 200 calls transferred to it from the AA and 41 of them are abandoned.

Are these from the calling party hanging up before it is answered or the CF-BNA timer runs out.

The user is getting complaints from callers saying they are getting "cut-off" so I'm trying to determine if there is a hardware issue or if the callers are just being impatient trying to get through to this extension.

CIX670, analog trunks, DKT2xxx set with Plantronics wireless headset.

Thanks

An abandoned call for a mailbox is when the caller reaches the mailbox but hangs up before leaving a message, transferring to an operator, re-routing to another mailbox or calling another extension. When you say the complaint is getting "cut-off", do you mean that Stratagy interrupts the caller in the middle of leaving a message?

The problem is not knowing exactly what is happening, they say callers are complaining that the call gets disconnected when they choose the breakout to this extension but my guess is that the callers are complaining more about the fact that the user is always busy.

We don't get any complaints like this with any other users on the system.

Give it a try yourself a few times, 200 calls and 41 abandoned, looks like you have a 1-in-5 shot at reproducing the issue(if there is one).

I did that already, I called every 10 minutes for an entire afternoon and wasn't disconnected once.

More and more I think the client is trying to get me to figure how to fix this user receiving too many calls?!?!?