<table cellspacing="0" cellpadding="0" border="0" ><tr><td valign="top" style="font: inherit;"><DIV>See if it helps:</DIV>
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<DIV><A href="https://supportforums.cisco.com/message/1040407#1040407">https://supportforums.cisco.com/message/1040407#1040407</A></DIV>
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<DIV>In IPCC Express, every call that is not handle by an agent is marked as an abandoned call. If you would like that a call was not marked as 'Abandoned', for example in a self-service IVR application or when you transfer the call to Unity or an extension, you have to mark that call as 'Handle'.</DIV>
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<DIV>You have to use the 'SetContactInfo' node on the 'Contact' group in CRS script Editor. Select the 'Handled' attribute and assign it the 'true' value. In this way the contact will not marked as abandoned.</DIV>
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<DIV><A href="https://supportforums.cisco.com/message/1137527#1137527">https://supportforums.cisco.com/message/1137527#1137527</A></DIV>
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<DIV><BR><BR>--- On <B>Tue, 6/22/10, ciscozest <I><ciscozest@gmail.com></I></B> wrote:<BR></DIV>
<BLOCKQUOTE style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: rgb(16,16,255) 2px solid"><BR>From: ciscozest <ciscozest@gmail.com><BR>Subject: [cisco-voip] How to avoid abandon call triggered in CRS Reporting with UCCX 7.0SR4<BR>To: "cisco-voip mailinglist" <cisco-voip@puck.nether.net><BR>Date: Tuesday, June 22, 2010, 9:10 AM<BR><BR>
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<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><FONT face="Times New Roman" size=3>I have CRS script which divert calls to the external number upon no available agent. The problem arises with reporting that shows a lot of abandon calls due to this call diversion when all agents were busy/ no available. Is there a way we can set that when all agent’s are busy or none of agents are available, this diverted call will not be treated as abandon call in the CRS reporting? Thanks</FONT></DIV></DIV><BR>-----Inline Attachment Follows-----<BR><BR>
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