Running IPCCX 4.0(5) build 42. It appears that we are seeing calls incorrectly being marked as Handled or "Unknown(3)".
when it appears that they should be marked as Abandoned. We are confirming this by setting a Call.PeripheralVariable to a particular string so we know where in the script we were when the call ends, by looking at the call entry in the database and looking at the the Call Disposition along with our Call.PeripheralVariable string.
My understanding is that calls are only marked as Handled in these two situations:
1. When a call is delivered to an agent
2. When a call is manually marked as handled.
Has anyone else run into something like this? Or is using a Call.PeripheralVariable not an accurate way to track the state of the script at the time of termination. Thanks in advance.