CRA Editor - Mark call handled?

[danieloh]

I have CRA editor 3.0 working with IPCC 3.5

Callers who are waiting in the queue can press 1 to leave a voicemail in a general mailbox set up for the group. How do you edit the script so that these calls are marked as "handled" instead of "abandoned"?

[yogeswar]

Hi,

Use the "Set Contact" step and set it as handled under the successful branch of "Call Redirect" step.

--->Call Redirect

------->Successful

----------->Set Contact

Refer the following DDTS - CSCdy66959:Calls dequeued from CSQ do not get tracked properly.

Symptom:

Historical Reporting shows a call as abandoned when it is redirected after

being dequeued from a CSQ.

Condition:

This happens even when there is a Set Contact Info step that marks the contact

as handled in the successful branch of the Redirect step.

Workaround:

Refer to the Real Time Reporting Stats which will correctly reflect the

contacts as Dequeued.

The above DDTS is fixed in CRS-4.0.

Regards

Yogi

[venkasub]

Hi,

Abandoned Call Definition :-

For ICD calls, a call is abandoned if it is not answered by an agent and the caller hangs up or is disconnected. Once an agent has answered a call it is considered Handled by the ICD Real Time and Historical Reports.

For IVR calls, a call is abandoned if it does not get past the workflow Set Contact Info step that sets the handled flag.

If your script is using Redirect steps, after leaving voicemail make sure you have a Set Contact Info step in the successful branch of Redirect step that sets the contact to handled.

There is a DDTS in this area - CSCdy66959 - Calls dequeued from CSQ do not get tracked properly. The same will be fixed in 4.0

The following is from the DDTS Release-notes

Symptom:

Historical Reporting shows a call as abandoned when it is redirected after being dequeued from a CSQ.

Condition:

This happens even when there is a Set Contact Info step that marks the contact as handled in the successful branch of the Redirect step.

Workaround:

Refer to the Real Time Reporting Stats which will correctly reflect the contacts as Dequeued.

You can view the Bug Id using the Bug tool

http://www.cisco.com/cgi-in/Support/Bugtool/home.pl.

Regards

Venkat

[NAVIN PARWAL]

I am running to the same issue, when people press 1 to go to voicemail or no agents are available and the calls are redirected to voicemail, the historical report shows this as a abondoned call.

My question is:

1) Is CRS 4.0 out, can i upgrade to 4.0 without problems?

2) Also, i would highly appreciate of someone could post a sample script that shows how to tell CRS to treat the call as handled before forwarding it to voicemail when the agents are not available.

Thanks

[Chris Deren]

1. CRS 4.0 is out.

2. Attached a simple script that sets the call as handled.

Chris

[NAVIN PARWAL]

Chris,

You are awesome!!!!

I do not have CRS 4.0 CD's yet and they are not available for download, can i do the same thing with CRS 3.5 or would i run into somekind of a bug as mentioned in this post.

Thanks

[Chris Deren]

I honestly don't know. I can only suggest to test it...

Chris

[NAVIN PARWAL]

Chris,

You are awesome!!!!

I would like to ask you another question. I would appreciate if you could respond.

If i want to give uses waiting in queue an option to pressing 1 to go directly to voicemail, is that possible? also i would play to play a wav file while they are in queue. is that possible?

please can you guide me in the right direction.

1) users should have the ability to press 1 and go into voicemail while waiting in queue.

2) i would be able to play a wav file so that users can hear music while waiting in queue. I tried to upload a music file as a prompt and the system would give me an error.

MANY MANY thanks

[Chris Deren]

1) you can definitely do that, I belive I left it in the sample script I created for you.

2) you can defintely play a music in queue, and you are correct you use the play prompt step to do that. make sure that the music is in the right format: CCITT u-Law 8.000 kHz, 8 Bit, Mono.

Chris

[NAVIN PARWAL]

Chris,

i was actually tring to use the sampleaudoi source from the callmanager, which is about 21 Megs, but the prompt management screen would give me an error everytime i tried to upload it as a prompt.

Should i be using prompt management for uploading music on hold for IPCC??

Thanks

[Chris Deren]

Try manually placing it in the prompts directoy, usually C:\Program Files\wfavvid\Prompts\user\en_US. You can validate the path by going to appladmin page, system->user prompt directory. And referencing to the file in your script.

Chris