Outbound with ABANDON and QUEUETIMEOUT

[blau.christoph]

Hi List

This is my first post, please bare with me

I am running ViciBox in a Cluster. I have a dedicated Database and two dialers / web servers.

VERSION: 2.6-390a
BUILD: 121212-1529

I am sorry, I know there are a few posts regarding the topic of ABANDON and QUEUETIMEOUT. But none of the posts I came across would explain what I am experiencing. The thing that puzzled me is that the other posts were all regarding INBOUND campaigns. In my case I have only OUTBOUND campaigns. Inbound calls are directed to voice mail. I see ABANDON call duration > 600 seconds but no recording.

This is an extract from the Outbound calling report:

---------- CALL HANGUP REASON STATS
+----------------------+------------+
| HANGUP REASON | CALLS |
+----------------------+------------+
| CUSTOMER | 664 |
| AGENT | 2372 |
| QUEUETIMEOUT | 1766 |
| ABANDON | 98 |
| NO ANSWER | 11258 |
+----------------------+------------+
| TOTAL: | 16158 |
+----------------------+------------+

Here an example lead:

DATE/TIME LENGTH STATUS TSR CAMPAIGN LIST LEAD HANGUP REASON
2014-06-13 10:12:10 667 DROP VDAD I-POST 1128 3597638 ABANDON 031XXXXXX

The problem is that this call does not have a call recording even though it was completed.

Can you please advise what the problem could be?

If you need more information please let me know.

Kind regards,
Christoph

[omarrodriguezt]

Welcome to the party!
Correct me if I'm wrong, You would like to listen the recording for dropped calls?

[blau.christoph]

Yes, retrieving the recording would be one part.

But I would like to know how it happens... a dropped / abandonded call for such a long duration does not make sense to me.

[omarrodriguezt]

A long abandoned call make sense, depending of the scenario.
Lets said you call an IVR,and the IVR spend 360 seconds waiting for an agent? thats a droped call.

[blau.christoph]

Sorry for only getting back now...

There is no IVR in my scenario. We only make outbound calls!

[omarrodriguezt]

Doing outbound calls you can get IVRs too. If you make an outbound call to Fedex, you will get an IVR, and they can put you on hold up to 30 seconds.