Mark a call as handled in IPCCE

Bozzy2008 · ‎05-09-2008

Hello all,

Is there a way to mark a call as handled in an ICM and/or CVP script? There is a step for that in CRS but I dont know how to do it with IPCCE with CVP. I am working on customized database queries, so I have to work heavily on "Termination Call Detail" because our company is interested in more than half hour summarized data.

Thank you

geoff · ‎05-09-2008

You could create a workflow in CAD or a customized CTIOS Soft Phone write an entry in a peripheral variable at the desktop. Then the TCD will show this. Handled in CVP is a little trickier, but when it comes back to ICM it can use a SET node to write to the PV.

Calls that hang up in CVP will cause an issue though - you will need to catch the the hangup and get the call flow up to ICM so it hits your SET node. I haven't done that myself.

Regards,

Geoff

Bozzy2008 · ‎05-09-2008

Thanks Geoff,

But I want this to also reflect on the Half Hour Reports. These kinds of calls are probably marked as abandoned in the Call Type Half Hour Table arent they?