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Abandoned call on queue

Question asked by KandyOtero on Mar 25, 2014
Latest reply on Mar 26, 2014 by dlender

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).

 

With Finesse api I can do it when I have Agents logged on the queue because finesse send me 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, The finesse experts says me that is no possible by finesse.

 

Is possible get the caller information abandoned on the queue on any option or api into UCCX?.

 

Best Regards Kandy

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