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Old 08-17-2016, 08:20 PM
bennylu bennylu is online now
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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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Old 08-22-2016, 11:28 PM
kruegerb kruegerb is offline
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the issue is well known and will be fixed in IPOCC919, there will be a new counter for AutoAgent and the call no longer counting as abandoned
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Old 08-25-2016, 09:50 PM
bennylu bennylu is online now
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That's great. Thank you.
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