Ok I have a strange issue here.  I have a customer who has a queue where customers get transferred out to an external number or a ring group outside of UCCX.  We wanted those calls to count in reporting as a handled call or flow-out instead of abandoned.  What I ended up doing is after the success transfer, I added a dequeue step. When I ran the report and refreshed after each test call I made, it appears to be working for the most part.  Calls Presented increases properly, flow-out increases properly, However...  there is always a however... calls abandoned also increases with the flow-out.  So if I take the flow out and minus from calls abandoned, I get an accurate number.   How do I get that call to only register as flow-out and not call abandoned at the same time?  Call reporting is very important to this customer and I want to make sure they have accurate information without having to work for it.  Run the report and there it is.   Thank you in advance! ... View more

I have a customer who has a queue with a menu at the start, after Day of Week and Time of Day.  That menu gives them a couple automated options.  One being the company directory, which transfers the call, and then another to an automated call system.  This if chose, transfers the call to an external phone number.   Now when the Manager goes to run a report on the CSQ for the day, it shows a very high number of abandoned calls.  All the calls being transferred and not answered by an agent, are registering as abandoned calls.  He would like those calls to show up at least as answered or handled I guess.   I have read a few other posts and suggestions, but haven't been able to pull out a success to what I want to accomplish here.  It has to be simple, as it is a non IT Manager reviewing these reports.  Some of my readings talked about running multiple reports and comparing or external databases, etc.  I want to make this simple for him to know that they were handled by automated systems and not abandoned.   Thanks in advance, ... View more

Hello, We deployed CUCM 11.6 mid year 2017.  When we deployed it, we had a full fledge WAN with Iwan running and DMVPN.  We had 2 data centers one with a pub and sub and the other with a sub.  SIP trunks in both locations.  We have many remote offices and many remote employees.  We designed the phone system based on utilizing our current WAN and all calls come in and out of one of our two data centers.  No PSTN access in any of the remote branch offices.   Since then, our WAN has been decommissioned for cost savings reasons, as well as majority of our staff are remote now.  All offices use coax internet with a vpn tunnel back to one data center.  Remote users not using a vpn client connect back via expressway.   We have been getting lots of complaints about poor quality calls or choppy calls now using the Jabber client.  I realize that we are using the internet now and we do not have control over QOS for that.  I am moving all my primary cucm telephony services to one data center (one with the vpn termination) and all SIP trunks to that location in an effort to help.   What I am looking for... what reports may cucm have that might show some of the calls on jabber and what quality they may have been.  Or any suggested helpful reports.  Any other suggestions of what I can do to make jabber calls more solid and better quality for our users?   I have thought about doing some testing with some users and doing packet captures from their workstation and try to see what is happening during a bad call.  I plan on looking into the computer model we use and the image we have on them.  What is strange is that myself and other IT members that work both in and out of the office do not have any troubles at all.  Though we do not make nearly that many outbout pstn calls either.   Sorry long post I know, however, hoping maybe others out there are using Jabber over internet and might have some suggestions based on experience that they would be willing to share.  Thanks Everyone! ... View more

Hello, I have a script created for a call queue of one of our customer service lines.  I want to add a max hold time of 10 mins and then they get sent to voicemail.  Yes that seems short I agree, but this is what the manager is requesting.   The queue works good and callers can hit option 1 to be sent to voicemail.  I just haven't been able to figure out how to put the max hold time in there.  I have read a couple other discussions on here, but still I struggle.  Sorry I am new to this scripting.   I have attached my script so you can see it and see what suggestions you may have to make it work.   Thank you for your time, ... View more