Abandoned Call List maintain lost call until?

[Adan San Gil]

Helo!

In Abandoned Call list, in telephony view, the client wants lost calls remains until he can return them or caller can recontact. However, the calls disappear from the list eventually. Anyone knows if this is normal or if it is a weird thing? (Maybe is erased every time shift plan change. Anyone can confirm?)

Sorry about my English.

Thanks in advance, sorry for inconvenience.

 

[janni78]

I'm guessing it's the setting in Configuration -> System -> General.

"Keep call list entries for" is set to 24 hours as default.

"Trying is the first step to failure..." - Homer

 

[Adan San Gil]

I think you have reason. The doc says that 24 hours is the maximum time to set, but it means keep the last call in list for 24 hours or every 24 hours is deleting the lists?

 

[janni78]

As I read it it should delete an entry after 24 hours, not all entries.
But I've never used it, I use callback instead so if they decide to hangup without choosing callback the customer doesn't call them back.

"Trying is the first step to failure..." - Homer

 

[Adan San Gil]

thanks for your answer!

Do you have used the callback request or callback from abandon list under Examples/Task flow Examples?

And how is it works? If there is not any agent logged, the call is returned when an agent is logged the next day.

Thanks again!!

 

[janni78]

I've built my own callback scripts which keeps the callers position in queue and when it's answered by an agent the system calls the customer.

There are some simple examples on the installation ISO but you would have to evolve it for it to be nice.

"Trying is the first step to failure..." - Homer