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

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

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

Original Message:
Sent: 03-02-2021 21:18
From: Rafael Guillen
Subject: Dialer - high values in CallDisconnectedTimeUTC

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

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

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?

------------------------------
Eric Berkshire
Genesys - Employees
------------------------------

Original Message:
Sent: 03-15-2021 19:34
From: Rafael Guillen
Subject: Dialer - high values in CallDisconnectedTimeUTC

Hi Team!

Can you help me with the following question?

Thanks

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

Original Message:
Sent: 03-02-2021 21:18
From: Rafael Guillen
Subject: Dialer - high values in CallDisconnectedTimeUTC

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

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

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



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

Original Message:
Sent: 03-16-2021 16:35
From: Eric Berkshire
Subject: Dialer - high values in CallDisconnectedTimeUTC

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?

------------------------------
Eric Berkshire
Genesys - Employees

Original Message:
Sent: 03-15-2021 19:34
From: Rafael Guillen
Subject: Dialer - high values in CallDisconnectedTimeUTC

Hi Team!

Can you help me with the following question?

Thanks

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

Original Message:
Sent: 03-02-2021 21:18
From: Rafael Guillen
Subject: Dialer - high values in CallDisconnectedTimeUTC

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

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

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.

------------------------------
Eric Berkshire
Genesys - Employees
------------------------------

Original Message:
Sent: 03-16-2021 18:38
From: Rafael Guillen
Subject: Dialer - high values in CallDisconnectedTimeUTC

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



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

Original Message:
Sent: 03-16-2021 16:35
From: Eric Berkshire
Subject: Dialer - high values in CallDisconnectedTimeUTC

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?

------------------------------
Eric Berkshire
Genesys - Employees

Original Message:
Sent: 03-15-2021 19:34
From: Rafael Guillen
Subject: Dialer - high values in CallDisconnectedTimeUTC

Hi Team!

Can you help me with the following question?

Thanks

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

Original Message:
Sent: 03-02-2021 21:18
From: Rafael Guillen
Subject: Dialer - high values in CallDisconnectedTimeUTC

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

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

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

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

Original Message:
Sent: 03-17-2021 09:01
From: Eric Berkshire
Subject: Dialer - high values in CallDisconnectedTimeUTC

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.

------------------------------
Eric Berkshire
Genesys - Employees

Original Message:
Sent: 03-16-2021 18:38
From: Rafael Guillen
Subject: Dialer - high values in CallDisconnectedTimeUTC

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



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

Original Message:
Sent: 03-16-2021 16:35
From: Eric Berkshire
Subject: Dialer - high values in CallDisconnectedTimeUTC

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?

------------------------------
Eric Berkshire
Genesys - Employees

Original Message:
Sent: 03-15-2021 19:34
From: Rafael Guillen
Subject: Dialer - high values in CallDisconnectedTimeUTC

Hi Team!

Can you help me with the following question?

Thanks

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

Original Message:
Sent: 03-02-2021 21:18
From: Rafael Guillen
Subject: Dialer - high values in CallDisconnectedTimeUTC

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

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