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Queue Reports Appear to Contain Too Few Abandoned Calls

Queue reports have very few or no abandoned calls due to announcement ports being configured incorrectly in Administration Console.

Issue

Queue reports show very few or no abandoned calls.

Reason

When entering a delay announcement device in the TASKE database, an incorrect type was assigned to the device. This issue also occurs if the delay announcement device is missing from the TASKE database. In particular, this is for announcement devices used to provide information to callers in queue.

Solution

Configure all announcement devices with the correct type in the TASKE database. The following table shows the type for each telephone system:

Telephone SystemResource Type
Avaya Communication ManagerAudix Device
CiscoAuto-attendant

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