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Cisco Bug: CSCtb51878 - Calls abandoned not displayed in "Router calls Abandoned on ring"

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

6.0(0) 7.0(0) 7.1(1) 7.2(1) 7.5(1)

Description (partial)

Symptom:
Abandoned calls while ringing on agents phone are not displayed in the "Router calls Abandoned on ring" while they are displayed in "Router Tasks Abandoned Queue" in report caltyp23: Call Type Historical All Fields Report.

Same can be seen in HDS DB, calls are stored as Call_Type_Half_Hour.TotalCallsAbandToHalf and NOT also as Call_Type_Half_Hour.RouterCallsAbandToAgentToHalf.

Conditions:

If "Enable Target Requery" has been enabled in the Routing Script and the call is abandoned while ringing at the Agent phone.
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