IPCC Express Calls Abandoned After the "Connected" Step

Unanswered Question


There is an infrequent issue that my call center manager complains about where an agent will receive a call (i.e. the call gets past the "connected" step in the script) and then it will go abandoned. I am assuming the caller is the one disconnecting the call, but I may be wrong here.

Previously, I've set all of the call center agents to "auto answer with headset" in CallManager. That seemed to reduce the frequency of the issue, but the issue still persists.

When I check the properties for the "Select Resource" script step, the "Connect" radio button is selected "yes". Doesn't that mean the call should be marked as handled and not considered abandoned? Any explanation of this problem would be greatly appreciated. Thanks.


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