UCCX Outbound Campaign - failed call marked as callback
I'm seeing an issue with UCCX 10.0 outbound preview campaigns.
There are a large number of callbacks being reported against campaigns in the appadmin pages but the CUIC reports only show 2 agent initiated callbacks
Appadmin = 62 (Callback:62 Retry:0 Pending:0)
CUIC report = 2 Callbacks
It seems if the agents make a campaign call to a contact and either the call times out or the agent disconnects the call (before being answered), the call gets marked as a callback in the appadmin pages (verified in https://<UCCX_IP>/adminapi/campaign/<CampaingID>/contacts). As the contact is marked as a callback it's not retried until the same time the following day, but the customer needs them to be called back the same day.
The logic of marking RNA calls as retries rather than as callbacks would seem correct and the administration guides for uccx 10.0 indicate the call should be marked as a retry not a callback. So is this a defect ?
Any one else seen issues with outbound RNA calls not having the correct call status set?
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