MiCC for Lync - Queue (Group) Performance reports pegging Dial...

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MiCC for Lync - Queue (Group) Performance reports pegging Dial Out Of Queue calls as Unavailable instead of Interflowed


Article ID: 52298 - Last Review: June 17, 2015

PROBLEM

The Queue (Group) Performance reports are showing fewer Interflowed calls than they should.  This occurs on a site where Dial Out Of Queue is being used, and these calls do not appear to be pegging correctly.



WORKAROUND

By default, If the calls are interflowed before the short abandon timer runs out, they are pegged as Unavailable instead of correctly as Interflowed.  A manual configuration can change this behavior.

NOTE: This workaround requires a registry change.  Please be careful when making changes in the Windows registry.

1. On the enterprise server launch the registry editor regedit.exe.
2. Navigate to the prairieFyre hive.  This is located in different locations depending on your operating system.
    On a 32 bit OS:  HKEY_LOCAL_MACHINE\SOFTWARE\prairieFyre Software Inc\CCM\Common\
    On a 64 bit OS:  HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\prairieFyre Software Inc\CCM\Common\
3. Create a String value and name it DisableShortAbandonedCreditingWhenGreaterThanInterflow .
4. Set it's value to 1 .
5. Close regedit.exe.
6. Restart the prairieFyre .NET Enterprise Server service.
    NOTE: This will cause real-time to disconnect and reconnect, usually seen as 'greying out' for 30 to 60 seconds.



APPLIES TO

MiCC 5.10.X.X 

Keywords: dial out of queue interflow interflowed unavailable short abandoned abandon



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Details
Last Modified:Wednesday, June 17, 2015
Last Modified By: AndrewM
Type: FIX
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