[cisco-voip] how are abandoned calls generated

[Matt Slaga (US)]

Do you have an option inside of your script that transfers to voicemail
or operator or another extension outside of CRS?
 
If so, make sure you mark the contact as "Handled" before removing the
call from the script.  Otherwise, every time someone chooses one of
these options you will receive an abandoned call.

________________________________

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of James Grace
Sent: Thursday, April 06, 2006 5:17 PM
To: 'Voll, Scott'
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] how are abandoned calls generated



So why is it that when you look at reports ie agent details,  it will
show 50 handled and 47 abandoned.  Why do crs associate abandoned calls
to an agent.

 

________________________________

From: Voll, Scott [mailto:Scott.Voll at wesd.org] 
Sent: Thursday, April 06, 2006 4:41 PM
To: James Grace
Subject: RE: [cisco-voip] how are abandoned calls generated

 

People hanging up before the call is taken by an agent.

 

Scott

 

________________________________

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of James Grace
Sent: Thursday, April 06, 2006 1:01 PM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] how are abandoned calls generated

 

We are running crs 4.0.1  

And we are looking at the abandoned calls and they are not adding up...

We need a better understanding on what are all the action that can cause
an abandoned call in the reports

 

James D. Grace 

CCNP CCNA MCSE MCDBA

Sr. System Engineer / Professional Svc.

Digitel Corporation

 




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