CCD Calls drop with end cause 25 in tickets

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paulr
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CCD Calls drop with end cause 25 in tickets

Post by paulr » 11 May 2017 21:27

Hi,

I have a client with OXE R11.1 and have come across a problem with calls in some Waiting Rooms dropping with end cause 25. These calls all show a wait time of 1881 seconds (31m 20s) in CC Ticket Analyser. Waiting Room Maximum Waiting Time is set to the largest possible value of 32767, which gives around 54 minutes. The WR are not saturated and Dissuasion Busy Tone on DDI is false.

Any ideas would be much appreciated.

Cheers, Paul R.
Cheers,

Paul R.
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knightrider
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Re: CCD Calls drop with end cause 25 in tickets

Post by knightrider » 12 May 2017 03:53

what is your setting for Dissuasion Busy Tone On DDI in the Pilot Config?

sadim
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Re: CCD Calls drop with end cause 25 in tickets

Post by sadim » 12 May 2017 05:00

It can be due a defence mechanism.
Can you show the file parameters.cfg, the file evxxxx.log and what is the all the detail of the call seen on TEX (ticket_ref, pilot number, data,...)

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tgn
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Re: CCD Calls drop with end cause 25 in tickets

Post by tgn » 12 May 2017 05:39

end cause 25:
communication ends due to an abnormal cause : coupler of agent’s set was unplugged, agent’s phone set was unplugged...). In statistics process, this cause is processed as End_cause 0 (caller release).

if you have waiting room (not waiting queue) take a look into the acd script. maybe there is an overflow programmed to an out of service equipment.?.

regards...


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