how to identify Caller Hung up call in IPCCX Queue

ra_jeshkalra_2 · ‎03-04-2009

Hi,

from the IPCCX/CRS script how to identify the caller hund up the call when all agents are busy & call is queued.

What are the steps in CRS script to identify this?

Every time I identify the call as handled,I want to generate email to supervisor!!

Thanks

iftikharsyed_2 · ‎03-04-2009

Hi,

whenever there is a caller hangup while script is under execution a "ContactInactive" exception is thrown you can use "Onexception" GoTo to perform any step for this exception.

as far as identification of caller hangup is concerned it can checked from CDR of Call manager. If OriginCauseCode value is "16" call has been terminated by Caller. If "DestCauseValue" is 16 call is terminated by answering party.

Kindly message if you need any further help.

HTH,

Regards,

Iftikhar Ahmed

Henrik Larsen · ‎03-05-2009

Hi.

Use "On Exception" step from general steps. Select "ContactInactiveExecption" and go to label where you send mail.

Make sure that you also apply the "clear excetion step" after the "On Exception" if contact it still active and somewhere in the send mail section, so that the "On Excepiton" step is canceled when not used anymore