CCX 7.0.1 mark calls as a handle with On Exception step in Script

fbellom · ‎02-04-2009

Hi all

I have an application with On Exception GoTo step for contact inactive, to catch when a caller hang up in the queue, but with this step all the calls are treated as a handle and don't figure out on Call Abandon Report. Also I can see the behavior using SQL Query analyzer and always the Contact Disposition field is "2" no matter what happened with the call.

I remove both step from script and everything works as expected, and I can see the abandon in both place (report, DB query) so there is any gotcha with this?

TIA

Freddy Bello

Report Inappropriate Content · ‎02-10-2009

Check if there is any option set to route the calls to some other location. In that case, when customer selects that option, these calls are counted in historical reports as 0 seconds of queue time and 0 seconds of talk time. However custom report does not count this call as it has not been answered by any agent.