03-24-2014 11:47 AM
Hi
I need to control the calls received on a CRM when the caller abandone the call, because the agent must call him later (is an emergencies system).
When I have Agents logged on the queue, finesse send an event:
<actions>
<action>UPDATE_CALL_DATA</action>
<action>DROP</action>
</actions>
Then I can to control this missed/abandoned call.
But my problem is how get the abandoned call if this call is on a queue waiting for a free Agent.
Is possible get the caller information abandoned on the queue?.
Best Regards Kandy
03-24-2014 12:33 PM
Finesse does not provide a way to access a call that is queued. A dialog must be assigned to an agent for Finesse to know about it.
03-24-2014 01:58 PM
Hi
so is there any way to get this call information, even no api ?
Is very important, the client need this information to return the missed call.
Best Regards and Thanks
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