Symposium Express Report Pegging

[LWEB]

Does anyone know how a call will get Pegged in any report if the caller enters the call center CDN and waits in queue for a while but then presses 1 to leave a message in a call center mailbox? Is that abandoned or answered?

 

[BkMesser]

I think it shows up as transfered. It should not be abandoned.

"Mongo only pawn in game of life.

 

[Milesprower]

With Express, the ability to provide an option to leave the queue by pressing 1 during a message requires a special card (i forget the name - something like pvc) or you can fool it by using a menu on call pilot instead of a message. Either way, the call should be counted as a "terminated" call. In the Application Call Treatment report, it is pegged as a routed call.

 

[captaingadget]

It's called the voice services card. As Miles says it will be counted as terminated, but alternatively it could be counted as ROUTED depending on what happens after pressing digit 1.

 

[LWEB]

thank you all for your input!