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New Member

IPCC Express Abandoned Call Question

Hi,

I have set up a IPCC express 4.0(4) for a customer.

Now what is happening once the call hits the script and if i disconnect the call before going to the queue its showing as abandoned call.

But the cumtomer dont wanna count these as abandoned calls as it will affect their service level.

Now the requirment is that .. the abandoned call should be counted only if it was queued and disconnected after being in the queue for more than 20 seconds.

I understand this can be achieved by modifying the acript ., but can some one advice me as to how i can proceed.

matter is bit urgent .. guys please help me out.

Cheers

AJ

3 REPLIES
Gold

Re: IPCC Express Abandoned Call Question

Hi,

Cisco IPCC Express considers that any call that has not been handle by an agent is an abandoned call.

To avoid this, you can try to set up some application that manage the call before queued, and when you need to send the call to an agent, transfers the call to a new Route Point that really queues the call.

Hope this helps,

Juan Luis

New Member

Re: IPCC Express Abandoned Call Question

hi,

you can also use the Set Contact Info step to mark the call as handled.

New Member

Re: IPCC Express Abandoned Call Question

Hi,

I am already doin it if the call is connected .but i need a solution to capture the abandoned call if the call is disconnected from the queue

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