I need a little help:
Here is the situation: UCCE + IVR ...
Within queue IVR script I have if EWT is longer than 3 minutes, I present a caller with Call Back option (press 5) and than ICM sends call to another IVR script that asks for telephone number, if caller wants to leave a message...
Calls that go to Call Back IVR script are presented with Call Type as abandoned, and I need (if its possible) to mark them as handled.
Tried with Set Contact Info - Handled, in queue script where caller presses option 5 ...Get Digit String --> If CED = 5 -->Set Contact Info - Handled...)
I also checked option in Subsystems --> ICM --> General --> Additional VRU Call Information Session Handled - user.session.handled
because from guide I learned the following:
"Session Handled: Boolean flag that the Unified ICME software or a Set Contact Info step with a Handled flag step sets to indicate whether the session is handled."
Does someone has some experience with this situation. Any help or hint is much appreciated.
Thank you all
Unfortunately, UCCE always assumes that every inbound call wants to get answered by an agent - it doesn't care what you set in the IP IVR script, the UCCE sees the caller hang up (or get hung up on) without getting to an agent and tag the call as abandoned in the call type.
Although Cisco solved this problem with Courtesy Call Back in CVP 8.0, they have yet to address the same functionality using IP IVR. I would not hold my breath either, all of their UCCE development work is focused on CVP as the queue/treatment platform, not IP IVR.
Luis had a good suggestion, when you know the caller is opting out for a call back, you need to dequeue the call and change the call type. You will still get an abandon, but that's expected in the "CallBack_CallType" - you'll see the "Inbound_CallType" will get an "overflow out" - not an abandon. You'll see the queue time and call data collected initially in the Inbound Call Type.
For real self-service application tracking in UCCE, you should make use of the VRU Progress Variable and related reporting templates in the system. This is a call variable that you can set in your UCCE routing script that identifies the call as a self-service call and allows you to flag it as "handled" or "unhandled" or "assisted" if transferred out to an agent. Yes, that's all manually done via SET nodes in the script, but it helps identify the self service call flows better than the standard Call Type and Skill group reporting in UCCE.
Read more about the VRU Progress Variable in the UCCE Reporting Guide:
Starting on Page 138, VRU Application Reporting