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CCX Scripting - Abandoned Calls Timer

Daniel Flieth
Level 1
Level 1

‎08-25-2016 01:06 AM - edited ‎03-14-2019 04:28 PM

Hi, we have a CCX for our IT Support and want to change a timer for calls that are not answered by an Agent. When a call is not answered by an Agent, the call is marked as abandoned. In our Enviroment, we want to mark unanswered calls as abandoned after the call was minimum 30 seconds in the queue. If the Caller hang up after 20 seconds, the call should not marked as abandoned.

Is there any timer we could adjust to make this possible?

Best Regards

Daniel

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Daniel Flieth
Level 1
Level 1

‎08-31-2016 12:46 AM

Does anybody have an idea if this is possible?

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Deepak Rawat
Cisco Employee
Cisco Employee
In response to Daniel Flieth

‎03-29-2017 12:14 AM

Unfortunately this is not possible, any calls that are routed to the CSQ but are not answered by an agent because the caller hung up or is disconnected will be treated as Abandoned irrespective of the time caller spent in Queue.

Regards

Deepak

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