We are currentyl using IPCC express 4.0 Our scripts are setup to do a call transfer (to another application, VM box or phone) when a user presses an option. The problem is that this shows up as an abandoned call in historical reports. Is there a way around this? Any help would be beneficial.
The problem is that IPCC Express considers as abandoned all the calls that have not been managed by an agent, so, in your case, these calls have not been managed by an agent, so they are considered as abandoned.
Try to set up a differente application for this or try to set up the call as 'handled' using the step 'Set Contact Info' in the script Editor.
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