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Lots of abandoned calls

Eng.AymanSabry
Beginner
Beginner

Dear All

 

I have lots of abandoned calls in our UCCX deployment with version 11.6.1 uccx and i really can't trace the problem is it network or from gateway because

 

how can i trace the problem

2 Replies 2

Elliot Dierksen
VIP Engager VIP Engager
VIP Engager

I wouldn't attribute a lot of abandoned calls to a gateway or network problem first. What are your call volumes and average wait times? Abandoned calls means the caller made it into queue and the call was lost while they are waiting. My first thought for a lot of abandoned calls is a spike up in call volume or not enough agents to answer calls.

Eng.AymanSabry
Beginner
Beginner

after some deep investigation i found that PRI from telephony service provider gets frequent disconnections that's why i got lots of abandoned calls also i have some delay in network the client had poor design to his network

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