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Cisco Bug: CSCvi82564 - Calls abandoned in Queue below Abandoned call wait time not counted as Short

Last Modified

Jun 12, 2018

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

11.6(1)

Description (partial)

Symptom:
Calls that are abandoned while in queue but in less time than the value in the Abandoned call wait time setting in System Settings are not getting tagged with Call Disposition 7 in the Termination Call Detail table.
They are being tagged a Call Disposition 2.
It is be fine to be tagged with a CD of 2 if it is greater than the abandoned call wait time setting but since it is less, it needs to be counted as short, ie Call Disposition 7 in the TCD table.

Conditions:
Calls being abandoned in the queue  while under the Abandoned call wait time setting in System Settings.
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