Very new to Cisco IP telephony--just went to class beginning of September and found out we have a different system than the training was for.
I'm responsible for supporting an Express System (version 4.x) and an end user came to me with a question about how calls are classified when they drop into voicemail. I have searched through "tons" of documentation and cannot figure out how to tell (or modify) the way in which calls that go to voicemail are marked (in the database). If anyone could point me in the right direction, with either helpful documentation references, or the specific place to view/change the setting, I would greatly appreciate it.
OK, I'm with you now. The disposition of the call should be set automatically in certain cases. For example, if a caller hangs up while in queue, it would be marked as abandoned. However, you can manually set the disposition with the Set Contact Info step found in the CRS Editor on the left under Contact. I would expect a call that ends up in voicemail to be marked as handled. You can test this by making a call that ends up in a voicemail box and then running a report to see which counter increases.
Hope this helps.