ICD Abandoned Calls reporting

[John Sutch]

ICD seems to include dequeued calls as abandoned calls in its reports. Can this behaviour be changed? I have a script where if all agents are busy, the call is redirected to a voicemail system. Calls that go to voicemail appear as abandoned calls in the reports. I have tried setting the Contact to handled just before issuing the redirect, but this seems to have made no difference. I am running ICD 3.1(2)SR2

[venkasub]

You are running into this DDTS CSCdy66959 - Calls dequeued from CSQ do not get tracked properly. The same will be fixed in 4.0

The following is from the DDTS Release-notes

Symptom:

Historical Reporting shows a call as abandoned when it is redirected after being dequeued from a CSQ.

Condition:

This happens even when there is a Set Contact Info step that marks the contact as handled in the successful branch of the Redirect step.

Workaround:

Refer to the Real Time Reporting Stats which will correctly reflect the contacts as Dequeued.

You can view the Bug Id using the Bug tool

http://www.cisco.com/cgi-in/Support/Bugtool/home.pl.

Regards

Venkat