abandon calls

[QuietAdmin]

Hello.

In a script is there a method to not count a call as abandon, in reports, if the customers hangs up in the middle of certain Voice Segments?

What’s happening is we have started directing calls to another call centre. So when customers call the old number and select a particular option I am playing a message directing them to call the new number. I am finding that most customers are hanging up before the full voice segment completes, so we are showing a very high rate of abandon calls.

Anyways to stop this or get around it?

Thanks

 

[lretrievers]

Unfortuntley, not to my knowledge. Since the call is in the application, it will count as an abandoned call. Can you front end the call with Call Pilot so that they hang up before it goes to Symposium?

Or, perhaps give them an option to be connected to the other call center which will then be counted as a Call Given to Terminate.

 

[mte0910]

1.) If it were me, I would do something like lretrievers stated, and send the caller to an actual annoucement service for the message, so that their time wouldn't count against me.

2.) I you have to keep them in Symposium, couldn't you create an application threshold class just for that app, and set the short call to something greater than the amount of time that passes to play you message?
This way, if the caller hangs up in the middle of the message, it is counted as a short call rather than an abandon.

 

[QuietAdmin]

Thank you for your comments and ideas.

Sending the call outside of symposium is not a option, I have no where else to send it.

Also, the script that plays the messages is not considered an application by symposium since it is not activated directly from the Master script. My original idea was to run a report to see abandon calls per application and subtract abandon calls from the one script from the total, but that will not work.

I am new to symposium, and received no training, so I am still triping my way around it!

 

[mte0910]

Sounds like you are doing an execute secondary.
Why don't you create a CDN for this "app" and do a route call to it. This application will then only service callers who are getting the message, so if it has a high abandon rate, who cares?

 

[lretrievers]

Does the call come directly into the Symposium? or does it get answered by the Call Pilot and then sent to a CDN that is acquired by the Symposium? If it isn't in the Symposium yet, it will not effect your Abandoned Calls.