IPCCX 4.0

Answered Question
Mar 19th, 2007

We are currentyl using IPCC express 4.0 Our scripts are setup to do a call transfer (to another application, VM box or phone) when a user presses an option. The problem is that this shows up as an abandoned call in historical reports. Is there a way around this? Any help would be beneficial.

Thanks,

Glenn

I have this problem too.
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Correct Answer by lpezj about 9 years 8 months ago

You can do it after the transfer so you are completely sure that the call has been transfer and the contact is really considered as 'handled'.

Regards,

Juan Luis

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lpezj Mon, 03/19/2007 - 08:36

Glenn,

The problem is that IPCC Express considers as abandoned all the calls that have not been managed by an agent, so, in your case, these calls have not been managed by an agent, so they are considered as abandoned.

Try to set up a differente application for this or try to set up the call as 'handled' using the step 'Set Contact Info' in the script Editor.

Hope this helps,

Juan Luis

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glenn.martindel... Mon, 03/19/2007 - 08:42

Juan,

Thanks for your quick response. Can you provide an example of the "Set Contact Info"

Thanks,

Glenn

lpezj Mon, 03/19/2007 - 08:55

Glenn,

In your scrip workflow, you have to add the 'Set Contact Info' step that it is in the 'Contact' folder in the CRS script editor.

Then you have to select the 'Properties' of 'Set Contact Info' and set to True the 'Handled' parameter.

Hope this helps,

Juan Luis

(Please, rate helpful posts)

Correct Answer
lpezj Mon, 03/19/2007 - 09:35

You can do it after the transfer so you are completely sure that the call has been transfer and the contact is really considered as 'handled'.

Regards,

Juan Luis

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