[cisco-voip] Contact Center report problem

[Ed Leatherman]

Scott,

There is a way to mark the call AFTER its hung up based on some variable
using an exception "ContactInactiveException" .. You might be able to use
that to control the status of the call, I'm thinking something like:
isHandled = True
Accept
On Exception(ContactInactiveException) Goto ENDCALL
/* some prompts etc */
...
isHandled=False
Select Resource
->Connected
---isHandled=True
---Goto DISCONNECT
->Queued
/* rest of script */
DISCONNECT:
-Terminate(Triggering Contact)
ENDCALL:
if ( isHandled ) Then
{ Set Contact Info (Handled) }
Else {}
End

That way if someone (for any reason) calls into your main number, and hangs
up right away (as in your specific case) the call gets marked handled. If
they go into queue and then hang up, its abandoned. This is used the
exception I mentioned.

Other idea might be to check the calling number inside your script and mark
handled immediately if the call comes from one of your agent extensions
that is normally trying to transfer these calls.

Ed



On Wed, Aug 8, 2012 at 4:31 PM, Scott Voll <svoll.voip at gmail.com> wrote:

> NO good presence tools are available.
>
> UPDATE.  it's not the VM that is the problem.  it's the hunt groups we
> have..... we try to transfer to someone in the hunt group.  When no one
> answers it goes back to the Agent queue thus the reason for the hang up.
>
> our company has a rule..... every call answered by a live person.  But
> that is what is causing all the abandon calls.
>
> We are thinking about adding a second trigger on the queue and just having
> it report all calls as handled in the script.
>
> Scott
>
>
> On Wed, Aug 8, 2012 at 1:03 PM, Dave Wolgast <dwolgas1 at rochester.rr.com>wrote:
>
>> On Wed, Aug 8, 2012 at 2:19 PM, Scott Voll <svoll.voip at gmail.com> wrote:
>>
>>> In our environment, many of our phones hunt and forward to our corporate
>>> contact center.  In addition, many of those some users’ voice mail boxes
>>> use this contact center as their revert DN (dial zero to reach a live
>>> body).  I believe this is causing some unintended abnormalities in the
>>> contact center reports.
>>>
>>>
>>>
>>> The situation works like this:  When a call enters the contact center
>>> and is answered by an agent, the call is considered “handled”.  The caller
>>> tells the agent they want to speak to Mr. X.  The agent calls Mr. X and his
>>> phone is forwarded back to the contact center where it re-enters the
>>> queue.  The agent, realizing that the call is returning to the queue
>>> cancels the transfer, thus causing the queue to report an abandoned call.
>>> This same scenario plays out with the revert DN from voice mail  over and
>>> over again all day long.
>>>
>>
>> What about having the agent do a warm transfer, so that the agent hears
>> the voicemail greeting instead of the caller. The caller can then be asked
>> if he would like to leave voicemail for Mr, X. If they want to leave a
>> message, the agent can re-transfer them to Mr. X's voicemail.
>>
>> Would mostly stop the endless loop scenario. Are any presence tools in
>> place so the agents know Mr. X's status before attempting transfer?
>>
>>  --  <https://puck.nether.net/mailman/listinfo/cisco-voip>
>>  Dave Wolgast <https://puck.nether.net/mailman/listinfo/cisco-voip>
>> Livonia, NY <https://puck.nether.net/mailman/listinfo/cisco-voip>
>>
>
>
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>
>


-- 
Ed Leatherman
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