Unified Communications
- Description
There are various parameters in queue panel which might cause confusion for queue manager or agent, this article will take some real cases to decipher typical parameters in queue panel and call report.
- Prerequisite
1. There are two agents 1000 and 1001 in queue with ring all strategy.
2. Maximum waiting time set to 90 seconds and failover destination to ring group 6300 with agent 8002.
3. Agent timeout set to 10 seconds, Retry Interval set to 5 seconds, Wrap-up time set to 0.
- Case1: Inbound call from 85503301 to queue 6402 for 32 seconds and caller cancel the call due to no answered.
Presentation of queue panel parameter
1, The call is canceled or hangup by caller before answered, it is taken an abandonded call.
2, The missed value on agent profile indicates times pbx stops ringing agent when agent timeout reached. In the case, pbx stops ringing agent at 10th seconds and 25th seconds, considering agent timeout and retry time, thus 2 is recorded.
Presentation of Agent Missed Call Activity
1, In this report under 'Call From' will see the caller number who cancels the call.
2, Polling Attempts represents 3 times on ringing agent, considering agent timeout and retry time.
3, Missed Reason indicates why there are 2 missed calls on agent profile in queue panel and it is canceled by callers so marked Abandoned, Queue Status indicates call isn't answered by any agent.
Presentation of call CDR
In thsi case call cdr didn't save records on ringing agent, only one record from caller to queue number.
- Case2: Inbound call from 85503301 to queue 6403 for 21 seconds, answered by agent 1000 and call last for 10 seconds.
Presentation of queue panel parameter
1, For queue the call is answered, so 1 is recorded in Answered Calls at top statistics.
2, For agent 1000, Answered value means calls it ever answers, Missed value indicates times pbx ever stops ringing him, it is one time at 10th second in this case, considering agent timeout and retry time.
Presentation of Agent Missed Call Activity
1, Call From indicates caller id number from outside.
2, Polling Attempts indicates times pbx ever rings on agent.
3, Missed Reason indicates the reason why there is 1 Missed call on agent portal in queue panel.
4, Queue Status indicates the call is answered at last though ringing agent for several times.
Presentation of call CDR
Two records in the case will be saved in CDR which is from caller to queue and to the answered agent, no record to the other agent.
- Case3: Inbound call from 85503301 to queue 6404, no answered till max waiting timeout and failover to Ringgroup 6300, answered by agent 8002 for 10 seconds.
Presentation of queue panel parameter
1, This call is not answered by any agent, for queue it is a miss call therefore 1 is recorded at top statistics.
2, Missed value always indicates times pbx stops ringing agent, considering agent timeout and retry time.
Presentation of Agent Missed Call Activity
1, Polling Attempts and Agent Missed Reason indicate the same as other case.
2, Queue Status indicates whether call is answered by agent, basically will assotiate with miss call that is recorded at top statistics in queue panel, in this case will have no idea if the call was answered at last, but for sure the caller didn't cancel the call and need to check CDR to see where it goes and who answers it.
Presentation of call CDR
Three CDR are saved in this case, one from caller to queue and failover to ringgroup, answered by agent 8002 in the group for 10 seconds.
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