11-23-2005 07:26 AM - edited 03-13-2019 11:18 PM
Hi.
When I run the IVR APP Performance Analysis report it always display calls with no application associated with it. The application id is -1? Does anybody knows what are those calls? That is also happening in a client with IPCC Express 3.1(x) system.
Any ideas?
-Jose
11-23-2005 09:19 PM
The call was rejected. One reason that a call may be rejected is that there are no available CTI ports.
11-24-2005 08:14 AM
Hi. Where in the documentation says that a -1 application are calls beign rejected and where are beign rejected? On the report it shows calls handle and calls abandoned for that -1 application id.
Thanks in advanced,
-Jose
11-24-2005 08:46 PM
Refer the documentation Understanding Cisco CRA Historical Reporting..
Section: Frequently Asked Questions->IVR Application Performance Analysis Report
11-30-2005 06:42 AM
Hi.
I don't know what is happening here but I have created 25 CTI ports to be used for the IPCC Express ICD Application for a small queue with 4-5 agents. On the IVR APP Performance Reports the ICD application is showing 17 calls and the -1 Application is showing 18 calls (16 handle and 2 abandoned calls). How can that be rejected calls if I have enough CTI ports to handle the volume that I know is no more than maybe 3-4 concurrent calls.
Any ideas?
-Jose
08-30-2006 11:12 AM
Did anyone find an answer for this? I am seeing the same thing. I have an application id of -1 with no Application name. About half of the calls appear to be going to that application (all are marked handled) and the avg call duration is 27 seconds. I am also running 3.5.3 SR 2 and there are no other reports of any problems with calls.
08-30-2006 11:44 AM
Sports,
That was a long time ago but I remember that the application id of -1 was for outgoing calls from the ACD line.. that is what TAC found.
Hope it helps.
-Jose
08-30-2006 11:49 AM
Thanks I will open a TAC case and see what they say. I did find bug CSCsd42186, I wonder if were running into similar. If they say it was for outgoing calls from the ACD line why would the total Incoming calls get pegged?
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