UCCE Outbound Missed Call

[Muhammed Ashiq]

Hi, 

We have UCCE with outbound option. Is there any way to know which agent was reserved in a predictive campaign for a customer, who didn't pick the call.

This is for when the the customer call back to the number and needs to connects to same agent.

thanks

[bill.king1]

If you're saying the agent reject the callback, I would imagine you'd be able to get the code from CallResults table?
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_6_1/User/guide/ucce_b_ucce_b_outbound-option-guide-for-unified_1261/ucce_b_ucce_b_outbound-option-guide-for-unified_1261_appendix_01001.h... 

[Muhammed Ashiq]

What i meant is, a predictive campaign is reserving the agent and dialing a customer>> customer didn't pick the call (No answer/Busy etc)>>Customer calls back to the campaign number.

Here, dialer_detail table only gives the AgentPeripheral number when the call status=C and call result=10. and no agent information for Call status=R & Call result= 8/9.