Outbound Autodial Customer HUNG UP Call Tagging as AGENT

[richa.chandna1]

Outbound Autodial Customer Hung UP Call Tagging as term_reason 'AGENT' instead of 'CALLER' in vicidial_log table

When the customer is hanging up within 1 second of picking up the call FastAGI_log.pl sets up that call as ABANDON

term_reason 'ABANDON' update happened in vicidial_log from FastAGI_log.pl till below is set in vicidial_log table

Status => QUEUE
User => VDAD

After a 1 Sec status gets changed to INCALL and the user gets mapped as well but when the customer hung up before the INCALL status term_reason gets updated with ABANDON

When the agent disposes of the dead call with term_reason - ABANDON, vdc_db_query.php action - manDiaLlogCALL are checking term_reason in the vicidial_log table if it's other than CALLER it's updating term_reason as an AGENT.

Any specific reason to tag the ABANDON call as AGENT?  Because in this way we will not be able to differentiate AGENT Hungup/Caller Hungup or any code release in which it got changed.

Please suggest.

[martinch]

This scenario can happen in cases where the customer picks up and hangs up very quickly during the call routing phase...sometimes answering then hanging up immediately. Due to the timing nature of how ViCiDial works, this kind of thing can occur. Technically speaking, I would call this kind of abandon a "fake abandon" since it was abandoned while the call was in transit to the agent.

I think the outbound AGI probably was just about to finish processing (or had just about finished) before the call was cut off and FastAGI jumped in, did it stuff while the call was passed to the agent.

There are several ways to verify if a call is DOA via the tables or via the logs so you can determine "true abandons" from "fake ones" such as these if you want to report on this phenomenon only but if you want to scrub these fake abandons, there would like need to be a code change to counter this particular scenario.

Hope this helps.

[richa.chandna1]

Thanks for your Response.

The main Query here is when the agent disposes of the dead call and term_reason is captured as ABANDON, vdc_db_query.php action, manDiaLlogCALL checks term_reason in the vicidial_log table if it's other than CALLER it's updating term_reason as an AGENT.

Any specific reason to tag the ABANDON call as AGENT? Because in this way we will not be able to differentiate AGENT Hungup/Caller Hungup or any code release in which it got changed? or any impacts if we stop updating term_reson for Anbandon like CALLER.

Suggestions here on this will be really helpful.