CMS reports abandoned message calls or calls dropped at agent 

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Description

The messaging software has an internal audit to drop message calls in the launched or active state when a specific threshold value is met. These values are controlled by parameters in the parms.txt file. The default values are: 7.5 hours for launched calls and 4 hours for active calls.

Action

If CMS reports are abandoning message calls or calls are being dropped at the agent, do the following:

1. To confirm that the messaging software is dropping the call, examine the message error log (mcerror.log) file. The messaging software records when a call is dropped by this audit.

2. Important!

   The following parameters should only be changed with support from Avaya services personnel.

   In the message parms.txt file, check the values of the following parameters:

   WorkFlowMan.AuditTimeLaunchedWorkFlowMan.AuditTimeActive