sundance-communications.com Forums Telephony Discussion Phone & VoIP Systems Inter-Tel Telephones & Systems Call Center Suite problems

We have just started using our CCS, pulling reports on a 5.352 system.
Here's the question.
Recently we had a hunt group set up as an extension list so all the phones would ring at the same time when the calls came in. In that set up CCS was showing a large amount of abandoned calls. As many as 1/3 of the calls coming in. And most of those abandon calls were attributed to one extension, which also happened to have the highest number of calls overall.
To try to cut down on the abandoned calls, we changed the extension list in the hunt group to the just the individual extensions on a distributed setting for handling calls.
Instantly our abandoned call rate went down and the calls became more evenly distributed.
Can anyone explain why this happened?

We think this is because when all the phones ring for one call, all the phones are busy, therefore the second call coming in gets a busy signal and the caller hangs up.
Is this right?

Do a call list report on the Hunt Group when the high abandons were occurring. Did callers hang up? If not, you may have Refused Calls, not Abandoned Calls. Refused Calls are those sent, but unanswered by, an Agent. You can find this information on Agent reports as well.

You can do another test. Have two or three people call the Hunt Group at the same time. Since you have all extensions in a list, only one call can be routed at a time, since there is only one option. What does the caller hear? If it's a busy signal, they're probably hanging up.