12-10-2019 01:35 AM
Hi,
I have a customer with UCCX 11.6 Premium. One script has six IVR choices which transfer off-net to other organisations (mainly other IVRs so always answered). After each transfer there is a Set Contact Info - Handled step.
If the caller does not selct an IVR option the Timeout Menu branch goes to a Select Resource step for the operator queue.
This seems to work ok but reports show that approximately 1 in 6 calls are abandoned during the IVR process (before the Select Resource step).
This seems high but I am not sure there is actually a problem and I am looking for methods in which I can troubleshoot this issue.
My first thoughts were to examine debug ccsip messages from the CUBE that routes external calls to the IVR to see which side is dropping the call. Unfortunately turning this on cripples the CUBE performance so it is not an option.
What other troubleshooting methods could help?
12-10-2019 06:28 AM
12-11-2019 01:32 AM
Hi Anthony,
Thanks for the response - I will look at the CDR records as suggested and update the thread.
The CUBE is a 2921 and typically handles a maximum of 70 concurrent calls. It is fine without debugging but the CPU utilisation jumps massively when the debug is running.
The same customer has another SIP provider with a 4431 ISR with a similar load and that copes with debugs without breaking sweat.
Regards
James
12-11-2019 06:25 AM
That makes sense. Thanks for clarifying.
Also keep in mind that the implid in UCCX is the same as the callid in CUCM, so it makes aligning the two datasets possible.
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