Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. If you'd prefer to explore, try our test area to get started. And see here for current known issues.

New Member

UCCX - Using Dequeue step after a Call Redirect step

Hello,

Do I need to use Dequeue step after a successful Call Redirect step? 

 

Basically, I am queueing the call and collecting the estimated wait time.  IF wait time is more than certain parameter (3 mins in this case), giving caller an option to leave a voicemail.   If menu option to leave a voicemail is picked, I am redirecting this call to voicemail.

Question is:

1) is Dequeue step required?

 

2) how do i get a report that tells me the total number of calls that were redirected/transferred to voicemail?

 

Currently, I have this working with Dequeue step but the historical report "CSQ Activity"  shows 0 calls being dequeued. 

Here is the screen shot of my script..

 

 

Everyone's tags (1)
1 REPLY

When the Call Redirect step

When the Call Redirect step results in True the call automatically get's Dequeued so no you want see a proper Dequeue in the reports you are trying to look for..in the case of transferring to VM..you pretty much "know" the result is going to be Successful, so I would Dequeue the Call Before the Call Redirect step so you don't get an Abandoned Call in the Reports and of course you'll see the dequeue..

1277
Views
0
Helpful
1
Replies