Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. And see here for current known issues.

Bronze

Abondoned calls in UCC5X

Hi

Is there way to tag calls into IPCC which are not answered within 15 seconds. I mean to setup Threshold so that in reporting if the caller hangs up before 15 seconds it wont show as abandoned call.

Thanks in advance.

Ikram

5 REPLIES
Silver

Re: Abondoned calls in UCC5X

You can do it using Service Level parameter, default value is 5 seconds. Change it to 15 and then you can see it using Common Skill Contact Service Queue Activity Report.

--

regards,

PK

Bronze

Re: Abondoned calls in UCC5X

Thanks PK for info, I have already setup to 15 seconds, but in reports if the caller hangs up before 15 seconds it shows up as abandoned called. But, I dont want to see it mark as abandoned call.

Cheers

Ikram

New Member

Re: Abondoned calls in UCC5X

-Within your script use the OnExceptionGoto step to capture the "ContactInactiveException" condition that occurs when a caller abandons.

-Within your exception handling logic use the GetReportingStatistic step to determine the "CurrentWaitDuration".

-Use an If step to determine if CurrentWaitDuration is > 15 seconds. If it is, jump to your normal call termination logic. If it is not, jump to alternate termination logic and include a SetContactInfo step that sets the call as handled.

Within your exception handling logic you'll also want to include the OnExceptionClear step to clear the exception. Hope that helps.

Bronze

Re: Abondoned calls in UCC5X

Thanks Andrew, will give it a go and will let you know.

cheers

Ikram

New Member

Re: Abondoned calls in UCC5X

Hi There,

Did the scripting change recommended by Andrew work for you?

I have a customer with the same issue.

144
Views
5
Helpful
5
Replies
CreatePlease login to create content