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?
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.
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.
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