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Old 08-17-2016, 09:20 PM
bennylu bennylu is offline
Join Date: Mar 2011
Posts: 221
bennylu has 10 reputation points
Default Abandoned calls while listening to AA menu or greeting

I have a main topic to ring an IVR AA menu first. After press the digit, it will play another greeting then transfer to another topic.In the new topic it will check agent group available then either transfer the call to agent or play music on hold.

The wallboard only displays number of new calls, answered calls and abandoned calls on the main topic. The problem is any caller hang up while listening to the AA menu or greetings are considered as abandoned calls. Is it possible to treat them differently?
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