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 ?
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The short answer is that you don't.... That isn't entirely true while at
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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 ...