Hi folks<br clear="all"><br>I'm working with a CRS script where the "customer" wants to be able to change the handled state of a call depending on where they are in the script. Goal is that if the caller hangs up during an informational message, the call gets counted as handled. however, they also want to give the option after the message to go into queue instead. at that point if the caller hangs up in queue, they want it to count as abandoned.<br>
<br>I was just going to mark calls as unhandled again when they first hit the select resource step, but:<br>When we use the set contact info step, it states in the documentation:<br><strong>Note </strong> You cannot mark a contact as unhandled. Once a contact is reported as Handled,
it will always be reported as such.<br><br>Is there some trick to get this to work the way they want it? I'm sure i'm missing something painfully obvious.<br><br><br>-- <br>Ed Leatherman<br>Senior Voice Engineer<br>
West Virginia University<br>Telecommunications and Network Operations