Abondoned calls in UCC5X

Unanswered Question
Oct 7th, 2008
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Is there way to tag calls into IPCC which are not answered within 15 seconds. I mean to setup Threshold so that in reporting if the caller hangs up before 15 seconds it wont show as abandoned call.

Thanks in advance.


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Overall Rating: 5 (1 ratings)
pklos Tue, 10/07/2008 - 04:17
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You can do it using Service Level parameter, default value is 5 seconds. Change it to 15 and then you can see it using Common Skill Contact Service Queue Activity Report.




mikram Tue, 10/07/2008 - 05:33
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Thanks PK for info, I have already setup to 15 seconds, but in reports if the caller hangs up before 15 seconds it shows up as abandoned called. But, I dont want to see it mark as abandoned call.



andrew.higgins Tue, 10/07/2008 - 09:37
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-Within your script use the OnExceptionGoto step to capture the "ContactInactiveException" condition that occurs when a caller abandons.

-Within your exception handling logic use the GetReportingStatistic step to determine the "CurrentWaitDuration".

-Use an If step to determine if CurrentWaitDuration is > 15 seconds. If it is, jump to your normal call termination logic. If it is not, jump to alternate termination logic and include a SetContactInfo step that sets the call as handled.

Within your exception handling logic you'll also want to include the OnExceptionClear step to clear the exception. Hope that helps.

mikram Wed, 10/08/2008 - 01:38
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Thanks Andrew, will give it a go and will let you know.



andrew.riley Tue, 02/24/2009 - 18:08
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Hi There,

Did the scripting change recommended by Andrew work for you?

I have a customer with the same issue.


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