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UCCX DB Table Contactqueuedetail - How to track calls routed to voicemail

Hi,

I've a query, in the "Contactqueuedetail" table, calls which are routed to the voice-mails are listed under which head?

Call-flow:

First scenario: Script takes the call>>Queues it for certain time>>If no agent is available, sends the caller to voice-mail.

Second scenario: Call comes in during after-hours>>Goes to the voice-mail without getting queued in CSQ.

Refer Page-27 to see the relevant section:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/user/db_schema/crs501ds.pdf

disposition Disposition for this leg of the call for this CSQ.

     • Abandoned = 1

     • Handled by CSQ = 2

     • Dequeued from CSQ = 3

     • Handled by script = 4

     • Handled by another CSQ = 5

Thanks,

Kapil

4 REPLIES

UCCX DB Table Contactqueuedetail - How to track calls routed to

For the first scenario, if your script is using a dequeue step before sending to VM, then it should show up as disposition 3.

For the second scenario, the call is never presenting to a queue, so you won't see it in a queue report.

New Member

UCCX DB Table Contactqueuedetail - How to track calls routed to

Hey Andrew,

No, the script is not using De-qeueue step. Any ideas, how would it be reported as?

Thanks for your time,

Kapil

UCCX DB Table Contactqueuedetail - How to track calls routed to

I just made a test script on a CCX 7.0 system and the dispostion came back as 1 (Abandoned).

New Member

UCCX DB Table Contactqueuedetail - How to track calls routed to

Anybody else trying to find out the information on how to track the calls routed to the voice-mail, look at the "Detailed Call by Call CCDR" report which has some relevant information.

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