09-14-2016 06:10 AM - edited 03-14-2019 04:32 PM
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
09-14-2016 09:01 AM
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.
09-15-2016 06:31 AM
Is there a way to do a trace in the CCX Editor to see where the code goes when I press 1 ?
09-15-2016 07:13 AM
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.
09-15-2016 08:46 AM
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 ?
09-15-2016 08:58 AM
Can you post your script?
09-15-2016 10:30 AM
09-15-2016 02:07 PM
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?
09-20-2016 01:23 PM
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.
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide