Hi. We have a contact center line where the team want calls that have queued on the primary CSQ for 20 seconds to start queuing a second CSQ. I've done this but now find that where a call abandons it is recorded in supervisor as an abandoned call for both CSQ's.
Can this be handled differently to prevent the abandoned call showing on the secondary CSQ?
The Abandoned Call Detail Activity Report contains all abandoned calls (CCD.contactDisposition = 1) for a specific timeframe, regardless of whether or not calls were presented to a CSQ. The Contact Service Queue Activity Report (by CSQ) has only
You can try using an On Exception GoTo step to catch the contactInactive exception. After the GoTo label you could add a Dequeue step to try and gracefully dequeue the contact from additional CSQs before ending the script.
On Exception (contactInactive) GoTo ABANDONED
[Do not dequeue the contact from the first CSQ!]
Terminate [You must skip the Terminate step in this case or the script will loop back to the On Exception step.]
I have the same scneario except that, if both CSQ1 and CSQ2 are busy on calls, the call should be queued and routed to the first available agent in either of these CSQs.
Now I am getting the same duplicate abandoned call entries in both CSQ and if I dequeue it from CSQ2 and if the call is not abandoned and a CSQ2 agent goes ready, the call will still be in queue right ?
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...
This document describe how DST changes and how time changes are
implemented in DST. Daylight Saving Time (DST) is the practice of
setting the clocks forward 1 hour from standard time during the summer
months, and back again in the fall, in order to make b...