Marking calls as Handled in IVR/Workflow-Urgent-Pls Help!!

Unanswered Question
Sep 16th, 2008

Hi,

I am new to IPCCX6.0 scripting.

I noticed that for all the calls in IVR hung up as customer the "applicationce performce report" shows as abandoned".


I read in Q&A on Cisco website, this is because any call in application if not marked as handled in IVR/workflow is taken as abandoned.


Hence, using the function "set contct info" in the CRS IVR, I stred marking calls as "handled",, thus all the IVR calls now started showing as handled.


But now the problem is, the same call when goes to the queue(which has been marked as handled) is hung up by the customer in queue,, shows handled??


How to get rid of this?


What is the normal approch for IVR calls hung up by customer in IVR(a normal hang up).

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