Peripheral Variables Not Written on IP IVR Abandon

[Mike Garrity]

We have an IPCC environment and are using a Cisco IP IVR to do both queueing and self-service. In the self-service IVR application, we set ICM data throughout the call. If the caller opts out to an agent, the peripheral variables appear in the Route Call Detail and TCD tables. However, if the caller is satisfied with the self-service IVR and hangs up while in the IVR, the call is considered abandoned and the Route Call Detail and TCD tables have NULLs in the peripheral variable fields.

We've tried trapping the hang up in the IVR script so that we can still send a success or fail to ICM, but the data is still not written to those tables.

Any ideas?

[amritpatek]

Here is one document on scripts for IP queue manager. May be this will help.

Designing Scripts for IP Queue Manager

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programming_reference_guide_chapter09186a00800c49d9.html