Scott,<div><br></div><div>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:</div>
<div>isHandled = True</div><div>Accept</div><div>On Exception(ContactInactiveException) Goto ENDCALL</div><div>/* some prompts etc */</div><div>...</div><div>isHandled=False</div><div>Select Resource</div><div>->Connected</div>
<div>---isHandled=True</div><div>---Goto DISCONNECT</div><div>->Queued</div><div>/* rest of script */</div><div>DISCONNECT:</div><div>-Terminate(Triggering Contact)</div><div>ENDCALL:</div><div>if ( isHandled ) Then</div>
<div>{ Set Contact Info (Handled) }</div><div>Else {}</div><div>End</div><div><br></div><div>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.</div>
<div><br></div><div>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.</div>
<div><br></div><div>Ed</div><div><br></div><div><br><br><div class="gmail_quote">On Wed, Aug 8, 2012 at 4:31 PM, Scott Voll <span dir="ltr"><<a href="mailto:svoll.voip@gmail.com" target="_blank">svoll.voip@gmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">NO good presence tools are available. <div><br></div><div>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.</div>
<div><br></div><div>our company has a rule..... every call answered by a live person. But that is what is causing all the abandon calls.</div><div><br></div><div>We are thinking about adding a second trigger on the queue and just having it report all calls as handled in the script.</div>
<span class="HOEnZb"><font color="#888888">
<div><br></div></font></span><div><span class="HOEnZb"><font color="#888888">Scott</font></span><div><div class="h5"><br><br><div class="gmail_quote">On Wed, Aug 8, 2012 at 1:03 PM, Dave Wolgast <span dir="ltr"><<a href="mailto:dwolgas1@rochester.rr.com" target="_blank">dwolgas1@rochester.rr.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div class="gmail_quote"><div>On Wed, Aug 8, 2012 at 2:19 PM, Scott Voll <span dir="ltr"><<a href="mailto:svoll.voip@gmail.com" target="_blank">svoll.voip@gmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<p class="MsoNormal">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.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">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. </p></blockquote><div><br></div></div><div>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.</div>
<div><br></div><div>Would mostly stop the endless loop scenario. Are any presence tools in place so the agents know Mr. X's status before attempting transfer? </div><div><br></div><div> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">-- </a></div>
<span><font color="#888888">
<div><a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">Dave Wolgast</a></div><div><a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">Livonia, NY</a></div></font></span></div>
</blockquote></div><br></div></div></div>
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