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New Member

too many abandoned calls

Folks,

We have a small call center, where if the agents are not available, the calls get routed to the voice mail, when we look at the abandoned calls report, i see too many of them.

CCO says that their is a way to fix the problem?

can someone help me, what should i modify in my script so that it does not tag a call going to voicemail as abandoned.

Thanks

2 REPLIES
New Member

Re: too many abandoned calls

Hi this has been resolved before in the forum.

Please search for:

Contact Center: CRA Editor - Mark call handled?

user: yogeswar and venkasub have responded with an answer.

http://forums.cisco.com/eforum/servlet/NetProf?page=netprof&forum=IP%20Communications%20and%20Video&topic=Contact%20Center&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1dd75561/1#selected_message

Cisco Employee

Re: too many abandoned calls

Pls check if you are running into this DDTS:CSCdy66959

Regards

Prasanth

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