Abandoned, sent to IVR

[Maurice Lefevere]

Hi All,

Currently i'm encountering some issues with abandoned calls.
I'm trying to figure out what's going on here but havn't got a clue.

The call is placed in a Queue called 'Praktijklijn'. So far so good.
All of a sudden the call is 'Abandoned' and sent to an IVR who plays a message.

What is this abandoned and how is this triggered?.
There were lines enough, the queue had multiple available members and the 'Destination if no answer' is far away.





I've experienced this on more that just this PBX!.

 

[VoIPTools]

"Abandoned" is defined as ANY call that was transferred to a queue, but was never answered by an agent. This could happen if, for example, (1) the caller hangs up before it can be answered by an agent, or (2) your queue settings define either a max hold time, or a max number of callers waiting in the queue. If one of the thresholds is exceeded and you forward the call to an IVR, then the call was not answered by an agent, and thus is flagged as an abandoned call.

 

[NicholasP_3CX]

An abandoned call can be triggered in one of these ways:



So its not just the Maximum queue wait time, it could also be that the person pressed * or there were no agents logged in, or you exceeded the number of callers in the queue.

The number of callers in the queue takes into consideration the number of people being serviced by an agent AND the callers waiting.

 

[Maurice Lefevere]

An abandoned call can be triggered in one of these ways:

View attachment 44556

So its not just the Maximum queue wait time, it could also be that the person pressed * or there were no agents logged in, or you exceeded the number of callers in the queue.

The number of callers in the queue takes into consideration the number of people being serviced by an agent AND the callers waiting.

Thanks for the reply. Looks to be the * problem.
What is the function of the * anyway?, and is there a possibility to turn this OFF or change it to something else?

 

[NicholasP_3CX]

Thanks for the reply. Looks to be the * problem.
What is the function of the * anyway?, and is there a possibility to turn this OFF or change it to something else?

No, this is a hardcoded option which cannot be disabled. Its sole purpose is to trigger the destination if no answer (DNA) if a person is fed up of waiting in the queue.

This coud be used for example if the DNA is a voicemail, you could put into your intro prompt, "If you prefer to leave us a message please dial * "