UCCX CUIC Report - Contact Disposition value 3

[saleem pc]

Hello,

We have a number of calls (1%) with contact disposition value 3 and 4. It will be great if any one can explain me how call disposition got this values, what type of calls is these.

from the template help I found definition as these. 3 is not defined 4 is Aborted.

Disposition of the call.

• 1—Abandoned
• 2—Handled
• 4—Aborted
• 5 to 98—Rejected
• 99—Cleaned

[Mark Swanson]

Are you using the Call Redirect or Consult Transfer steps within your script? If so, under what conditions?

[Anthony Holloway]

If you look at the Reporting End User Guide, it says Contact Disposition 3 = Dequeued.

In your scripts, are you using the Dequeue step any where?

[saleem pc]

Hello,

Apologies  for delayed response, I got stuck

There is no Dequeue, our script is simple steps as below

Accept
few IF nodes to transfer call to close node on unplanned holiday

Check Date

Switch to working / non working based on date

Day Of the Week

Time Of the Week

If working, check caller ID in DB Read, if Success then Queue to CSQ Else Menu

Menu options

set caller option is variable

Play Prompt

Queue to CSQ

During Holiday/ non business

Play prompt

Terminate

END