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Dialer - high values in CallDisconnectedTimeUTC

  • 1.  Dialer - high values in CallDisconnectedTimeUTC

    Posted 03-02-2021 21:18
    Hello team,

    I have some campaigns configured with different types of dialing, AgentLess and predictive. Dialing without problems, however; the calldisconnectedtime field in the callhistory table shows very high values even though the call was successful. See in the following example the result of a call in an agentless campaign answered by an answering machine:

    CallPlacedTimeUTC = 2021-02-10 18: 47: 44.103
    CallAnsweredTimeUTC = 2021-02-10 18: 48: 02.947
    CallDisconnectedTimeUTC = 2021-02-10 20: 02: 13.727
    Length = 4469 (1:14:10 approx).

    That could be happening?

    The call was not disconnected?
    The system did not receive the hang-up of the call?
    Is it necessary to configure a policy in the campaign to optimize these results? For example: Policy whose behavior is based on call analysis?

    Thank you for your support.

    Cordially

    Rafael Guillen
    #Outbound

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    Rafael Guillen
    Cibercall USA Corp
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  • 2.  RE: Dialer - high values in CallDisconnectedTimeUTC

    Posted 03-15-2021 19:34
    Edited by Rafael Guillen 03-15-2021 19:35
    Hi Team!

    Can you help me with the following question?


    Thanks


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    Rafael Guillen
    Cibercall USA Corp
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  • 3.  RE: Dialer - high values in CallDisconnectedTimeUTC

    GENESYS
    Posted 03-16-2021 16:36
    What are you doing with these calls? If they are going to an attendant profile, do you have a node set to disconnect the call?

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    Eric Berkshire
    Genesys - Employees
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  • 4.  RE: Dialer - high values in CallDisconnectedTimeUTC

    Posted 03-16-2021 18:38
    Hi Eric, thanks for your reply.

    Yes, I have a node set to disconnect the call.

    I have another campaign agentless, where we use to reproduce an audio file that has just 30 secs, and sometimes it has the same behavior (in this case leght = 759). Success - Recording played to Machine.

    As you can see in the following picture, this is a call that the dialing time took so much time to be processed and the status was success


    Could you give me a feedback of why this happen ?

    Kind Regards



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    Rafael Guillen
    Cibercall USA Corp
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  • 5.  RE: Dialer - high values in CallDisconnectedTimeUTC

    GENESYS
    Posted 03-17-2021 09:02
    I would listen to the call recordings to see what is happening on the call. Other than that, following the call through the logging (Dialer, tsserver, and IP) would be the only way to know for sure.

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    Eric Berkshire
    Genesys - Employees
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  • 6.  RE: Dialer - high values in CallDisconnectedTimeUTC

    Posted 03-23-2021 13:00
    Hi Eric,

    We have listened to some calls and identified some calls answered by IVRs. At the moment there are no calls with a long duration.

    Thanks for the support.

    Rafael Guillén

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    Rafael Guillen
    Cibercall USA Corp
    ------------------------------