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| Contact Center Symposium and ACD Nortel's Symposium Call Center Server, including Web Client, Symposium Agent and TAPI, also ACD, Meridian Max, CCR, IVR Application Discussion and Support here. |
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| Contact Center Symposium and ACD Nortel's Symposium Call Center Server, including Web Client, Symposium Agent and TAPI, also ACD, Meridian Max, CCR, IVR Application Discussion and Support here. |
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 September 16th, 2008 | #1 (permalink) | ||||||||
| Junior Member 
Location: Indiana Rep Power: 0  Gender:  Country:  | Abandoned calls/reports We provide support to professors and students, but students only get support via the web. To try to eliminate students waiting in queue when they are really not going to get anything from customer service but a web address, in the Symposium script we put in a menu option that states "if you are a student, please press 1, all others, please remain on the line. If they press 1, they go to an announcement that gives the web address. Those calls that "press 1" are showing in Symposium reports as abandoned calls. Is there a way to avoid this or identify the calls that pressed 1 before abandoning? | ||||||||
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| September 16th, 2008 | #2 (permalink) | ||||||||
| Junior Member  Clepex has no status.
Rep Power: 4 Gender:  Country:  | The callers who pressed '1' will either be pegged as abandoned or terminated depending on who ended the call. It will not be pegged as answered because you did not queue it to a skillset and hence no agent will receive the call. One way of counting this is to route the calls (after pressing 1) to a CDN where you will play the 'web address' announcement. | ||||||||
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| September 19th, 2008 | #3 (permalink) | ||||||||
| Admin   Chas2002 is scared by papa-bear\'s "not work safe"
Location: Gulf Coast Rep Power: 5  Country: | Yes - You would want to route the press 1 selection to another CDN or internal primary or secondary application. __________________ Free Preview of my fictional book: Chaos Theorem .:-:. Employment: Find a new job on pbxjobs.com Best Video Jukebox on the net (mini-flash widget) | and | Do you want to store your MP3 files? visit: Musecast.com Why not start a blog http://www.pbxinfo.com/blogs/ - it's 110% free. | ||||||||
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