I have set up a IPCC express 4.0(4) for a customer.
Now what is happening once the call hits the script and if i disconnect the call before going to the queue its showing as abandoned call.
But the cumtomer dont wanna count these as abandoned calls as it will affect their service level.
Now the requirment is that .. the abandoned call should be counted only if it was queued and disconnected after being in the queue for more than 20 seconds.
I understand this can be achieved by modifying the acript ., but can some one advice me as to how i can proceed.
matter is bit urgent .. guys please help me out.