Call drop

[ivschakravarthi]

Hi,

I have a weird situation..
My agents keep on receiving calls continously.
But some times , my agents were able to see a call 'on queue' on there web page but they were not in pause state.
The call is not able to connect even still the agents are in RESUME state.
It wont get connected and doesnt show live call status and after some time the call gets dropped and increase my call drop count.
We used to get around 1000 calls per day and we have a drop percentage of 2 i.e., 20 calls are getting dropped.
Please suggest how to avoid this drop>.....?


Regards,
Chak

[Vince-0]

Depending on your requirements this can be reduced by lowering the dial ratio or use campaign setting to set a number of available agents always.

If you want further information you should post your complete system information as per the support sticky thread. Also refer to the manager's manual on how to run a production system.

[ivschakravarthi]

The admin profile was mine and the agent profile was that of the Team leader who is always on ‘pause’ to take any extra call on the queue if all the agents are busy..
The ‘call on queue’ on the admin profile is not showing on the agents profile even when they are available. The call then remains “on queue” unable to be routed to any agent until it drops and increases our dropped calls count.

[Vince-0]

One cannot accurately say what the problem is without the proper information. You should check that your database tables are not locking for long periods.

[ivschakravarthi]

Even i am not sure in what scenario it is happening.
I am using mysql 5.0 and very less records are there in my tables.
When i type show processlist in mysql,i can able to see there were no locked tables anytime.

[uperformkarthick]

Please go through the following thread and do necessary database maintenance scripts.

viewtopic.php?t=6180

Please post the CPU utilization of the server when the issue is happening.

Thanks
Karthik Raja

[ivschakravarthi]

Database optimization is required if we have millions of records.
i used to get 500 to 1000 calls max a day and i maintain max 2 months records.
I have only 30 agents.So in database there will be max 50000 records.

I will try to post the cpu utilisation next time when i face the issue.
Thanks

[uperformkarthick]

Many times these kind of issues solved for me when I run DB optimize and repair.

Thanks
Karthik Raja