Abandoned Call Flag

Version 1
    This document was generated from CDN thread

    Created by: Russell Hopkins on 13-07-2012 11:27:13 AM
    Is there a way to only flag or report a call as abandoned
    after it has been queued? Instead of as soon as the application answers and the
    script starts processing? We would like for an abandoned call to report only after the call has processed through the script and been queued.

    UCCX Version 8.5

    Russell Hopkins
    rhopkins@iticommunications.com

    Subject: RE: Abandoned Call Flag
    Replied by: TUNG PHAN on 13-02-2013 10:00:20 AM
    Russell Hopkins:
    Is there a way to only flag or report a call as abandoned
    after it has been queued? Instead of as soon as the application answers and the
    script starts processing? We would like for an abandoned call to report only after the call has processed through the script and been queued.

    UCCX Version 8.5

    Russell Hopkins
    rhopkins@iticommunications.com

     
    Hi Russell,
    I ran across of this link, it may help.  https://supportforums.cisco.com/thread/2104689 .

    Subject: RE: Abandoned Call Flag
    Replied by: Steven McGoff on 13-02-2013 10:45:21 AM
    Hi Russell,
    As I understand it, calls are marked as abandoned only if an agent does not answer the call prior to the caller hanging up. "For Unified CCX calls, a call is abandoned if it is not answered by an agent and the caller hangs up or is disconnected." This is from the Historical Report User Guide.  I interpret this as having to make it to a select resource step before it would be marked as abandoned on a hangup.  If this is not the case, then using an On Exception Goto with ContactInactiveException right after the accept step.  The goto jumps to the end of the script to a Set Contact Info that marks the call as handled then an End.  Note: Be sure that there are no steps that would fall through and use the Set Contact Info step.  You might inadvertently be setting calls to handled when they actually are not.  Right before the select resource, put in the step On Exception Clear to clear the ContactInactiveException.  This will ensure that calls that have not been offered to the queue will not be marked as abandoned.
    Good Luck,
    Steve

    Subject: RE: Abandoned Call Flag
    Replied by: Kevin Moore on 13-02-2013 12:52:09 PM
    Russell Hopkins:
    Is there a way to only flag or report a call as abandoned
    after it has been queued? Instead of as soon as the application answers and the
    script starts processing? We would like for an abandoned call to report only after the call has processed through the script and been queued.

    UCCX Version 8.5

    Russell Hopkins
    rhopkins@iticommunications.com

     
    Russell,
    The CSQ reports only show contacts that have abandoned after they reach the Selected or Queued branch of the Select Resource step.  Others, such as the Application reports show abandons across the application.  So you want to ensure you are referencing the correct report to show only abandons in queue.
    Kevin