What does Application ID -1 in an IVR Application Performance Analysis Report imply?
A. Application ID -1 in an IVR Application Performance Analysis Report indicates one of these: • Agent-to-agent calls • Non-ICD calls • Agent-to-agent transfer/conference consult leg In order to determine if the statistics for the -1 application are due to agent-to-agent calls or transfers, you must generate an Agent Detail Historical Report which covers the same time period. The Call ANI column shows you the source of each call: Telephone number of the originator of the call. If originated by an agent, the ICD extension of the agent. If originated by a caller other than an agent, the telephone number of the caller. Sometimes, Application ID -1 occurs: • If the agent goes off hook then hangs up without completing a call or • If a call is rejected. In order to find these rejected calls, search for CALL_REJECTED in MIVR trace with Debug level SS_TEL set. Possible reasons for the call rejection are: • There are no available CTI ports (there are more calls coming into the system than CTI P
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