UCCX Script Voicemail Queue Option resulting in Abandoned Call How can I fix?

[pkochanski]

I have a call script with a menu within asking the end user to opt out if they want to leave a message.  i have the script handled the call:

in the menu for 1 for voicemail

 set contact info ( triggered contact- handled)

set ext = to ext 

go to = call transfer

when i create a report on the call its show as abandoned call

how can i fix this?

thank you

[TomMar1]

Try a Dequeue step, then the set contact info handled as marked, then the call redirect step.

[pkochanski]

Still showing as abandoned call 

[TomMar1]

Can you post that portion of the script?

[pkochanski]

[TomMar1 · Accepted solution]

I would switch the order around and remove them from the successful branch.  Under the menu step for 1 leave a message, place the dequeue step, then the Set Contact Info step, the the call redirect step.  Make sure your call redirect branches all have End steps.

Attached is an example from one of my scripts that works without incrementing an abandoned call.

[pkochanski]

That worked!! thanks for your help

[jim-j]

@TomMar1is correct.  However, you don't need the dequeue step.  Dequeuing is really only needed if you want to remove a call from one queue and move them into another queue.  For sending to voicemail you just need to Set Contact Info handled before your Call Redirect step.