07-18-2018 12:58 AM - edited 03-14-2019 06:21 PM
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.
07-18-2018 01:27 PM
Are you using the Call Redirect or Consult Transfer steps within your script? If so, under what conditions?
07-18-2018 02:08 PM
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?
07-23-2018 10:52 PM
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
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