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Lots of abandoned calls

Eng.AymanSabry
Level 1
Level 1

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

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
Level 1
Level 1

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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