Handled Calls or Abandoned Calls IPCC Express

Unanswered Question
Dec 13th, 2006
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Hi, we have an IPCC Express Application that have an IVR and then the CSQ if you want to talk to an Agent. The problem is that all calls are marked as abandoned unless the call reaches an agent and the agent answer it. So if a client used the IVR to listen for example to his account balance and then hangs up the call is marked as abandoned right? The only option I have is to use the set contact info step to mark it as handled after listening it's balance but then if the client chooses to talk to an agent after listening his balance and the agent doesn't answer the call will never be marked as abandoned because of the set contact info step handled. Is there a way to mark a call as handled in the ivr and in the CSQ to be marked independently?



Thanks for your help againg.


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