Abondoned calls in UCC5X

mikram · ‎10-07-2008

Hi

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.

Ikram

pklos · ‎10-07-2008

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.

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regards,

PK

mikram · ‎10-07-2008

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.

Cheers

Ikram

andrew.higgins · ‎10-07-2008

-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 · ‎10-08-2008

Thanks Andrew, will give it a go and will let you know.

cheers

Ikram

andrew.riley · ‎02-24-2009

Hi There,

Did the scripting change recommended by Andrew work for you?

I have a customer with the same issue.