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TASKE Support Knowledge Base

Extension Reports Appear to Have Too Many Abandoned Calls

Last Updated: 11-Apr-2011

Issue

Extension reports appear to have a high number of abandoned calls. This is possibly due to a single extension being identified as multiple extensions.

TASKE identifies an extension as multiple extensions if it:

  • shares a direct trunk line button with other extensions
  • has a second line with a shared directory number (also known as a shared-line appearance)

Reason

These conditions result in a single call ringing at multiple extensions simultaneously. Every extension that does not answer the call is credited with an abandoned call. Only the extension that picks up the call is credited with an answered call.


Applies to:

Telephone Systems:

  • All

Tags:

abandonextensionshared directory numbershared-line appearance

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