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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Ok,<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>so what generates a dequeued call? The call is dequeued in the script and then somehow is terminated before being handled? and why wouldn’t that be an abandoned call?<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>And then what generates an abandoned call? a user hangup? what else?<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Thanks!<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>Matthew Loraditch</span></b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'><br>1965 Greenspring Drive<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>Timonium, MD 21093 <br><a href="mailto:support@heliontechnologies.com"><span style='color:black'>support@heliontechnologies.com</span></a><br>(p) (410) 252-8830<br>(F) (443) 541-1593<br><br>Visit us at <a href="http://www.heliontechnologies.com"><span style='color:black'>www.heliontechnologies.com</span></a> <br>Support Issue? Email <a href="mailto:support@heliontechnologies.com"><span style='color:black'>support@heliontechnologies.com</span></a> for fast assistance!</span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Tanner Ezell [mailto:tanner.ezell@gmail.com] <br><b>Sent:</b> Sunday, January 10, 2010 2:31 PM<br><b>To:</b> Matthew Loraditch<br><b>Cc:</b> cisco-voip@puck.nether.net<br><b>Subject:</b> Re: [cisco-voip] UCCX Stats Question<o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>A call can only be one of the following:<o:p></o:p></p><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>1 - Abandoned<o:p></o:p></p></div><div><p class=MsoNormal>2 - Handled<o:p></o:p></p></div><div><p class=MsoNormal>3 - Dequeued<o:p></o:p></p></div><div><p class=MsoNormal>4 - Aborted<o:p></o:p></p></div><div><p class=MsoNormal>5+ - Rejected<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>You can within your script (and this is recommended) manually mark the call as handled via the Set Contact Info Step.<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>Note that you must apply this step before you terminate the contact otherwise it may not get reported properly.<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p><div><p class=MsoNormal>On Fri, Jan 8, 2010 at 12:42 PM, Matthew Loraditch <<a href="mailto:MLoraditch@heliontechnologies.com">MLoraditch@heliontechnologies.com</a>> wrote:<o:p></o:p></p><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>In my script I do the following basic items to a certain type of call:<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Dequeue from the main queue<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Get Some info from the Caller<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Terminate the Call<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Ring back into the main queue by calling another script<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>I believe that will do the following to my daily stats<o:p></o:p></p><p>1)<span style='font-size:7.0pt'> </span>+1 to Dequeued Calls<o:p></o:p></p><p>2)<span style='font-size:7.0pt'> </span>+1 to Abandoned Calls (a handled call is only 1 in which an agent answers, right???)<o:p></o:p></p><p>3)<span style='font-size:7.0pt'> </span>+1 To total calls, effectively making all calls handled this way 2x themselves?<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Am I right, half right or insane?<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Thanks!<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='color:black'>Matthew Loraditch</span></b><span style='color:black'><br>1965 Greenspring Drive</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='color:black'>Timonium, MD 21093 <br><a href="mailto:support@heliontechnologies.com" target="_blank"><span style='color:black'>support@heliontechnologies.com</span></a><br>(p) (410) 252-8830<br>(F) (443) 541-1593<br><br>Visit us at <a href="http://www.heliontechnologies.com" target="_blank"><span style='color:black'>www.heliontechnologies.com</span></a> <br>Support Issue? Email <a href="mailto:support@heliontechnologies.com" target="_blank"><span style='color:black'>support@heliontechnologies.com</span></a> for fast assistance!</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div></div><p class=MsoNormal style='margin-bottom:12.0pt'><br>_______________________________________________<br>cisco-voip mailing list<br><a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br><a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a><o:p></o:p></p></div><p class=MsoNormal><br><br clear=all><br>-- <br>Regards,<br>Tanner Ezell<o:p></o:p></p></div></div></body></html>