Abandoned Calls vs Voice mail

[dominic.huot.agence161]

I have configured a CSQ that have the options to press 1 to leave a message after a minimum of 2 minutes of waiting time.

The CSQ is working fine and the voice mail is working.

My question is about reporting in CUIC

I saw reports that shows abandoned calls and what I understand with that is that all calls that exit the CSQ, either by hanging up or pressing 1 to leave a message.

Is there a way to separate these 2 types of abandon ?

Thank you

[Chris Deren]

Before re-directing the call to voicemail you should use the set contact to handled using the "set contact info" step and checking "Handled" option to properly reflect it in the reports.

[dominic.huot.agence161]

Is there a way to do a trace in the CCX Editor to see where the code goes when I press 1 ?

[Chris Deren]

Yes, use the Reactive Script debug, so open script in script editor, make sure you connect to the CCX system when logging to the editor, select reactive debug and make a call to the application/script, you will then have ability to control step by step progress from the editor.

[dominic.huot.agence161]

I tried what you said and it's not working.

In the code, there's a menu with connections. Under the connection for button 1, I added this line :

Set Contact Info (--Triggering Contact--, handled)

I saved the script, I uploaded it in the UCCX and added it to the application.

I made 2 calls, 1 of them was for the voicemail (by pressing 1). When I looked into the CUIC, I still have 2 abandoned calls.

What is wrong ?

[Chris Deren]

Can you post your script?

[dominic.huot.agence161]

I could'nt find how to copy / paste the script text so I attached it to my post.

[Chris Deren]

This is pretty big script, can you point to which line you modified?

When you run it in reactive debug do you see the line being executed?

[Elliot Dierksen]

I would suggest that you use the Dequeue step prior to the transfer. I think it is showing as abandoned because the call it queued, but never gets to an agent and does not get dequeued.