Redirect No Answer fields are not incremented for calls that are forwarded

[luai]

Redirect No Answer fields are not incremented for calls that are re-routed on no answer rather the call is counted as aban ring, Abandon Call Wait Timer = 10 sec the redirect on no answer timer in the agent desk settings = 13 and CVP RONA = 15. We are using ICM 7.1.4 with CVP 3.1(H323). any advice?

Note: some times the call appear in the Redirect No Answer fields and most of the times it doesnot.

[didyap]

I think you might be hitting the bug CSCma18893. Abandon Ring incremented instead of Redirect if abandonwait>0. Redirect No Answer fields are not incremented for calls that are forwarded on no answer if the Abandon Call Wait Timer is configured to be greater than Forward on No Answer timer in the agent desk settings.

[Chris Deren]

It is a known limitation with CVP and is documented in the admin guide.

"The disposition of the requeried call is not correctly reported. The Redirect No Answer field in the agent and skill group reports do not show calls that are redirected by this mechanism. Each call that is redirected by this mechanism is counted twice, once as abandoned and once as handled (if the call is finally handled). There are two Unified CCE TerminationCallDetail records for this call, one for the rerouted call (with CallDisposition 'Abandoned while

Ringing', code 3) and one for the handled call with a CallDisposition depending on how the call was finally handled. The scripting example above shows how a Peripheral Call Variable can be used to mark and count calls Requeried because of no answer. A custom reporting

template can be written to report on this data. "

HTH,

Chris

[ATIF TANVEER]

Hi,

I am facing the same problem (ICM 7.5.4). Please update the forum if anyone has the solution for this issue

Appriciate

Thanks,

Atif Tanveer