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Cisco Bug: CSCtd37288 - Abnormal call termination not counted same in Call Type and Skill Group

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

7.5(1) 8.0(1)

Description (partial)

Abnormal call terminations are counted differently between Skill Group and Router metrics. 
A call with talk time that ends with CallDisposition 27 (failed software) will be counted as handled in skill group, and error at the call type. Similarly, a call with CallDisposition 4 and TalkTIme >:0 will be marked as handled at the skill group and abandoned at the call type. 

Calls can terminate abnormally when encountering corner case call flows or race conditions, as well as calls that last a really long time.
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