how is this call treated by symposium?

[bochieboy]

The caller calls our tech support number, if all agents are busy they here a msg saying all techs are busy and they are given an option to leave a msg by pressing two, this option comes off of a call pilot vm item. Does Symposium treat this call as abandon? How is it counted since they are getting redirect to a vmb instead of staying in queue?

 

[yyrkroon]

The call will be pegged as Terminated. The easiest report to look at for terminated calls is the CDN report. Look at you CDN Statistic Report and you'll see the Terminated column.

 

[nortelinsd]

Also if you have access to Call Pilot Reporter you can run a Buliding Block report to see what the person pressed.

If a tree hugger falls in the woods...who cares?

 

[Milesprower]

The Application Call Treatment report breaks out the components for "terminated" calls. It will separately list Disconnected, Routed, Give Busy, etc calls.

Calls being sent to voice mail should show up under the Routed column.

 

[bochieboy]

Thank you all for your responses!!!