We've found that the abandoned call rate is very high since using IPCCX. When I run the abandoned call detail activity report, I find under several situation, the call still defined as abandoned call. The call flow is if all agents are busy or not ready (DelayWhileQueued=0), then call will divert to an extension that always call forward to Unity for leaving message. The call counts as abandoned call if
1) caller hang-up if call present to avaliable agent within the time < CFW No Answer Timer.
2) caller leave voice message and then hang-up if no avaliable agent.
For item 2, it is not reasonable. Is my script get something wrong?
In IPCC Express, every call that is not handle by an agent is marked as an abandoned call. If you would like that a call was not marked as 'Abandoned', for example in a self-service IVR application or when you transfer the call to Unity or an extension, you have to mark that call as 'Handle'.
You have to use the 'SetContactInfo' node on the 'Contact' group in CRS script Editor. Select the 'Handled' attribute and assign it the 'true' value. In this way the contact will not marked as abandoned.
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