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Abandoned Call on queue

Question asked by KandyOtero on Mar 24, 2014
Latest reply on Mar 24, 2014 by KandyOtero

Hi

 

I need to control the calls received on a CRM when the caller abandone the call, because the agent must call him later (is an emergencies system).

 

When I have Agents logged on the queue, finesse send an event:


     <actions>

          <action>UPDATE_CALL_DATA</action>

          <action>DROP</action>

     </actions>

 

Then I can to control this missed/abandoned call.

 

But my problem is how get the abandoned call if this call is on a queue waiting for a free Agent.

 

Is possible get the caller information abandoned on the queue?.

 

Best Regards Kandy

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