Abandoned Call in Callback Queue

[Tlindemann1]

How does a call get recorded as abandoned once it gets into a callback queue?  What would trigger it as an abandoned call?

[david.macias]

Assuming UCCX, I've seen this where the script executes the max steps and the call drops.

david

[Elliot Dierksen]

If @david.macias is correct, you should see an RTMT message about maximum steps being exceeded.

[Tlindemann1]

@david.macias and @Elliot Dierksen - Yes, this is UCCX (We use Cisco Finesse 12.5).  Where would I see the RTMT message?  

[Elliot Dierksen]

In the RTMT application. Download it from the applications plugins.

[david.macias]

I would spend some time googling how to get and review MIVR logs using RTMT. It's a great tool, but the UI is lacking and there are some weird things about it, so read up on it instead of just opening it up and trying to figure it out on the fly.

david

[Tlindemann1]

Thank you both for your help!