Proactive Contact 4.2.1.279
Communication Manager 5.2
We are running one blend job which handles all inbound/outbound calls. Our CM has 30 VDNs that route inbound to one trunk group of three T1 PRIs (ISDN) = 69 inbound lines on the dialer.
Here is our issue...
We need to track the performance of all inbound calls based on DNIS. We've set the IDENT parameter in the .job file to "DNIS". The problem is the transtat file only has DNIS (in TRN_USERFIELD) for calls that connect to an agent. For calls abandoned in queue or dropped after the inbound wait queue limit is reached (completion codes 45 & 47), there's no DNIS (TRN_USERFIELD is empty).
How is it possible to capture DNIS for abandoned inbound calls?
Communication Manager 5.2
We are running one blend job which handles all inbound/outbound calls. Our CM has 30 VDNs that route inbound to one trunk group of three T1 PRIs (ISDN) = 69 inbound lines on the dialer.
Here is our issue...
We need to track the performance of all inbound calls based on DNIS. We've set the IDENT parameter in the .job file to "DNIS". The problem is the transtat file only has DNIS (in TRN_USERFIELD) for calls that connect to an agent. For calls abandoned in queue or dropped after the inbound wait queue limit is reached (completion codes 45 & 47), there's no DNIS (TRN_USERFIELD is empty).
How is it possible to capture DNIS for abandoned inbound calls?
