dequeued calls not showing

[pvarenholt]

  Have CCX 8 running and just trying to validate stats.

Have basic queue script where call comes in and sits in queue and hits a menu item within the queue loop that asks custome rif they want to leave a VM to press 1.

On the success branch of the call redirect I do the typical ;

• dequeue
• set contact - handled
• End

The calls are showing in HR as abandoned and no increment on the dequeue count.

Am i missing something?

Is there a new procedure in 8.x as I've always done things this way in previous releases and it works fine.

Thanks,

Paul.

[Jonathan Schulenberg · Accepted solution]

You have to dequeue the call prior to redirecting it. Also, be sure the dequeue step occures within the queued branch of the Select Resource step.

[pvarenholt]

you are correct - just got same answer from the TAC.

Thanks very much.

Paul.