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Hello,

I once had dropped call listed in the status of the view call log in the agent interface but somehow it is not included in the status after some modifications while other statuses show. The dropped call status is expected to be logged in when the call is not picked by the agent which is a missed call. Please kindly help in how to enable the dropped status as none of the dropped calls is showing in the view call log, thereby not having a list of the dropped calls.

Thanks

I would suggest upgrading your system to the latest svn/trunk version, since the one you are using is 3 years old and has buggy code.

Hello Matt,

Thanks for the information. The actual implementation is upgraded to 2.14. The issue is having the STATUS in the CALL LOG VIEW showing missed calls as dropped calls to that the agent can call back. From all indications, only the disposition done by the agents are shown in the STATUS field while the missed calls are not represented. Please kindly help.

A call will only show as DROP in the CALL LOG agent view if the call dropped on it's way to the agent, which is usually quite rare, unless there are network or workstation issues. Usually DROPs will happen before an agent is assigned to be routed a call, so there will be no user ID tied to that call.