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Beginner

UCCX Abandoned Calls

Hello All, 

 

Just wondering from CUIC is there a report that can shows Abandoned Calls in which caller has been diverted to a Voicemail,listened to the message but did not leave a voicemail

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5 REPLIES 5
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Cisco Employee

Re: UCCX Abandoned Calls

Hello,

Normally you should not have agents Voicemail on the ACD line. As soon as call is transferred from UCCX to some other application, UCCX don’t have any control of it and doesn’t know what happened with it.

Kostia
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Beginner

Re: UCCX Abandoned Calls

Thanks Kostia
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VIP Mentor

Re: UCCX Abandoned Calls

As Konstantin said, once the call leaves UCCX and is inside of CUC, UCCX will not have any knowledge of what happend in CUC. You could however, move 80% of the voicemail function into UCCX, to include playing the greeting and capturing the recording, once the caller hangs up, then you keep the script alive, use the Place call step to call the real mailbox, and then play out the recording. You should then be able to report on this, using Custom Call Variables.

Anthony Holloway
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Beginner

Re: UCCX Abandoned Calls

I will try to apply this
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Beginner

Re: UCCX Abandoned Calls

Thanks a lot Anthony
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