Hi, I'm having trouble marking calls as handled for the CSQ. I'm basically trying to build a script that uses onexception step which catches when contact goes inactive (hangs up), I then check the duration of the call, and if the call is shorter than 30 seconds, I want to mark the call as handled.
When looking at the real time reporting on the Contacts Summary page, I do actually see my short calls incrementing handled counter, instead of abandoned. But when I look in the CSQ Stats, the actual CSQ where the caller was queued my short calls are always marked as abandoned, never handled. I'm using "Set Contact Info" step and mark it handled. I even tried using "dequeue step" and that doesn't help. I'm using UCCX 7.0.
- On Exception (ContactInactiveException) Goto Determine if Abandoned
- Accept
- callstart = Get Contact Info (Creation Time)
- Select Resource
- Determine if Abandoned:
- CallDuration = special formula
- If (CallDuration < 30) Then
- True
- Set Contact Info (handled)
- Dequeue (from queuename)
Has anyone got this working?
