Scripting

[dvanzee]

If I use a "Dequeue" step when I send someone to voicemail, do I also need to use the "Set contact info" "mark as handled"? Or does this double mark the call?

[irisrios]

If you are using the Redirect step to 'dequeue' to voicemail, you need to use the Set Contact Info step to mark as handled so that it is not counted as an abandoned call in the reports.

[dvanzee]

Thanks for replying. But do I put the set contact step (handled) in the call redirect successful branch or before in the dequeue step? I believe I put it under the successful banch, but my question is who shows as handling the call if we have dequeued it?