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UCCE reporting with IPIVR

Hi all,

I have a small issue with UCCE reporting on calls that end in an IPIVR script.  What I have setup is a UCCE script that sends calls to IPIVR where they are presented with a menu that allows them to leave a voicemail, enter account payment information or proceed to a UCCE agent.

The issue I have is that it the caller enters account information or leaves a voicemail, these contacts seem to be classed as abandon calls when running a Call type report in webview, and this is messing up the reports as the managers are seeing a higher level of abandon calls than it actually is.

I have tried using a "set contact info - handled" but this has not affected the UCCE reports.  Is there a specific step that I need to place in the IVR script to correctly mark the calls back to UCCE ?

I am running UCCE 7.2(7) and IPIVR 7.0(5)

thanks,

Darren

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4 REPLIES

UCCE reporting with IPIVR

Break up your IVR in two parts and place some call types in between the two IVR scripts.  For example, assuming caller chose payment in IVRMenu1:

EntryCallType -> IVRMenu1 -> PaymentCallType -> IVRPaymentMenu -> End

So the total number of calls in to PaymentCallType will be all the customers who chose to make a payment, you could subtract these calls from your EntryCallType.

david

UCCE reporting with IPIVR

Hi David

Have you tried to also set the Set ICM Result step = TRUE? Not sure if this will work but it's all I can think of.

Regards

Chris Higgins

Cable & Wireless Worldwide

Re: UCCE reporting with IPIVR

Hi David

Have you tried to also set the Set ICM Result step = TRUE? Not sure if this will work but it's all I can think of.

Regards

Chris Higgins

Cable & Wireless Worldwide

New Member

Re: UCCE reporting with IPIVR

Chris, tried thath one didnt work,  but I have just found some doco that says

"set the configuration paramater in the VRU PG record to /ASSUME_ANSWERED to ensure that calls sent from the VRU to an agent without being queued are reported as answered"

so I will try that on my dev system and see if it works.

Darren

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