Has anybody been successful in creating a script that can flag short calls as handled so that they don?t appear as abandoned in the reports? I have searched through the archives and know that this has been posted before but haven?t found any solution yet. In my case I need to do this from within the ICD script as we don?t have an IVR receiving the calls. I tried querying for the call state in the Queued branch of the Select Resource step, then if not active, calculating the number of seconds elapsed, comparing them to a parameter, and setting up the contact info to ?handled? if we have a short call situation. But this doesn?t seem to work. I?m not sure how the script behaves when the call drops, if the Select Resource step aborts and execution jumps out to the next step. Any thoughts?
Luis
