Abandon calls in Closer Campaigns

[vkalp_rg]

In the vicidial_closer_log.term_reason table, their can be 3 types of data: AGENT, CALLER and ABANDON

Agent is when the agent terminates the call
Caller is when the caller terminates the call
ABANDON : when can a call be abandon. (one reason I can think of is when the call is in queue for time more than alotted in that case its abandoned. What can be other reasons.

If you see below the text extract of a vicidial_closer_log the below number result shows 4 results of calls from number 9571728917 that entred the closer sequence. In three cases the term reason is ABANDON and in 1 its CALLER.

142269 299348 \N ingroup2 2009-11-27 18:48:18 1259327898 1259327973 75 DROP 1 9571728917 VDCL \N N 75.00 \N 0 ABANDON 1259327897.1047116
142294 299385 \N ingroup2 2009-11-27 18:50:28 1259328028 1259328169 141 DROP 1 9571728917 VDCL \N N 141.00 \N 0 ABANDON 1259328028.1047206
142442 299602 \N ingroup2 2009-11-27 19:03:55 1259328835 1259329114 279 DROP 1 9571728917 MS1049 \N N 279.00 \N 0 CALLER 1259328834.1047708
143415 300935 \N ingroup2 2009-11-27 20:14:07 1259333047 1259333094 47 DROP 1 9571728917 VDCL \N N 47.00 \N 0 ABANDON 1259333047.1051228

The Ingroup2 setting is 360 sec for call drop.


QUERY
1. Why/How did the call get ABANDON at 75/141/47 secs in 1/2/4 call rows. If the caller did not disconnect the call, the call should have remained in Queue
2. In the 3 row, the call is transferred to Agent but it still is a drop. Is it because by the time the call reached the agent, the agent was not available or the CALLER disconnected the call.


Thanks so much
RG

VicdialNOW
Asterisk 1.2.30.2
Trunk: Zap channels

Astguiclient/Vicidial
version: 2.0.5-173
build: 90320-0424

[williamconley]

have you considered testing this? (call the queue yourself ...?)

[vkalp_rg]

have you considered testing this? (call the queue yourself ...?)

we get about 10k calls daily and many get into the queue and get answered. Many times i have called internally also and checked but every time call is getting connected to the agent after wiat is over.

but there are many calls that are getting ABANDONED (at a shorter duration than 360 secs in queue). I wonder if they are initiated by SYSTEM or the CALLER

[williamconley]

call into the system and hang up before 360 seconds? see what the log says?

[vkalp_rg]

call into the system and hang up before 360 seconds? see what the log says?

i get it. if you call and hangup it just shows abandon. it does not differentiate between who disconnected i.e. the SYSTEM or the CALLER

[gardo]

Just for clarification, ABANDON means that the caller disconnected the call before getting to an agent. Is this correct?

Matt, where can we see a list of inbound/outbound dispositions and their meaning?

[mflorell]

There are more than just those 3 term_reasons, especially if you use some of the more advanced features in In-Groups.

As for what an ABANDON means, that should only be when a customer has entered an In-Group queue and hung up before the call was sent to an agent and before the drop timeout.

[arvindsandilya24]

Hi,

What do you mean by NONE term reason ?

Thanks:)
Arvind

[williamconley]

Hi,

What do you mean by NONE term reason ?

Thanks:)
Arvind

Arvind: Where do you see a "NONE" term reason? (post excerpt ... URL ... something)

[arvindsandilya24]

In Inbound report,
Hangup reason : NONE

[williamconley]

perhaps the call bounced to another ingroup (ie: there was no hangup, therefore "NONE")

[arvindsandilya24]

Thanks for this quick info.
But How it's bounced to another ingroup ?
please elaborate.

[williamconley]

the drop action for the campaign or ingroup can be set to send the call to another ingroup. since the call does not hang up, there would be no hangup reason. but the call is no longer in the original ingroup so it is considered terminated. the final termination of the call will not retroactively find all previous pathways and mark them for the termination reason. so ... None as it passes through and None it will stay.

[palani.sivagurunathan]

Hi Team ,


I am having the issue in vicidial closer log , which is call status is "DROP" but user id available in this table . Its this correct?.


Blow the sample data , Mentioned data all the having user id . How its possible .


Close CallID\N Ingroup Name\N Length in sec\N Call Date\N Status\N User\N ANI\N Uniqueid\N Term Reason
266306\N SSRV \N 250\N 2/1/2016 10:04\N DROP\N 88\N 5612016839\N 1454339064.419513\N CALLER\N
266900\N PRSV\N 1236\N 2/1/2016 16:41\N DROP\N 88\N 2409880328\N 1454362866.422216\N CALLER\N
266985\N PRSV\N 306\N 2/1/2016 17:57\N DROP\N 88\N 6467069245\N 1454367468.422629\N CALLER\N

Please help me on this .

Thanks,
Palanivel S

[palani.sivagurunathan]

Hi,


Please Any one help me on this.

Thanks,
Palanivel S

[williamconley]

1) Welcome to the Party!

2) As you are obviously new here, I have some suggestions to help us all help you:

When you post, please post your entire configuration including (but not limited to) your installation method (7.X.X?) and vicidial version with build (VERSION: 2.X-XXXx ... BUILD: #####-####).

This IS a requirement for posting along with reading the stickies (at the top of each forum) and the manager's manual (available on EFLO.net, both free and paid versions)

You should also post: Asterisk version, telephony hardware (model number is helpful here), cluster information if you have one, and whether any other software is installed in the box. If your installation method is "manual/from scratch" you must post your operating system with version (and the .iso version from which you installed your original operating system) plus a link to the installation instructions you used. If your installation is "Hosted" list the site name of the host.

If this is a "Cloud" or "Virtual" server, please note the technology involved along with the version of that techology (ie: VMware Server Version 2.0.2). If it is not, merely stating the Motherboard model # and CPU would be helpful.

Similar to This:

Vicibox X.X from .iso | Vicidial X.X.X-XXX Build XXXXXX-XXXX | Asterisk X.X.X | Single Server | No Digium/Sangoma Hardware | No Extra Software After Installation | Intel DG35EC | Core2Quad Q6600

3) You posted the table output with "\N" where there should be Tabs and without enclosing in [ code ] so it's very difficult to read.

4) It appears you are asking "is the existence of a value in the user id field valid in this table when the call is DROP status?" ... and the answer is of course yes. But you did not post the path that these calls took to get where they are. Are these transfers?

[palani.sivagurunathan]

Hi ,

My Installation Details

1. Single Server
2 . VERSION: 2.12-484a
3 . BUILD: 150429-1222
4 . No other hardware
5 . Asterisk-1.8

Please advice

Thanks,
Palanivel S

[williamconley]

For #2 you posted your vicidial version with build. Good job there. But you did not post your installer with version. Perhaps that would be a good idea. Then we have #3 and #4:

...

3) You posted the table output with "\N" where there should be Tabs and without enclosing in [ code ] so it's very difficult to read.

4) It appears you are asking "is the existence of a value in the user id field valid in this table when the call is DROP status?" ... and the answer is of course yes. But you did not post the path that these calls took to get where they are. Are these transfers?