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  • 1.  Determine call status in Arcihtect

    Posted 03-16-2020 08:14
    Hello All,

    Is there any way to capture the call status in architect? or is it possible to know if the call is abandoned after the call from architect, not from the interactions view.

    Or any other way i could get these abandoned interactions  with the filter applied in to inbox.

    Any suggestions would be highly appreciated.
    #DigitalChannels
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #SystemAdministration
    #Unsure/Other

    ------------------------------
    Teja Darbha
    Jathwa Technology Solutions
    teja.darbha@jathwa.com
    Riyadh Saudi Arabia
    ------------------------------


  • 2.  RE: Determine call status in Arcihtect
    Best Answer

    Posted 03-17-2020 08:02
    Hello @Teja Darbha

    You can get disconnected calls from the flow in Architect

    To do so :
    - Please go to Performance/Flows
    - You can filter on the inbound Call Flow you are interested in
    - Then you will have an overview of what happened in your Call Flow

    In my example below :
    • 185 Entries which describes the total number of times that calls enter the flow
    • ACD Exits : The number of times a call exited a flow to an ACD queue
    • 50 Disconnects = 2 Flow Disconnects + 48 Customer Disconnects

    The Disconnects section displays how calls disconnected from the IVR flow. 
    Flow Disconnects : The number of times a flow disconnected entries (using the Disconnect Action in Architect)
    Customer Disconnects : The number of times customers disconnected in a flow


    Below, another view to get diconnected calls under the Destinations section



    Hope it's clear.

    Thank you

    CHARAF


    ------------------------------
    Charaf Eddine Chemlal
    NTT France
    ------------------------------

    Original Message


  • 3.  RE: Determine call status in Arcihtect

    Posted 03-22-2020 03:30
    Hello @Charaf Eddine Chemlal

    Thank you for your answer,

    Adding to this is there any way i could take these numbers (either disconnected by flow or customers) and could make a outbound campaign like preview dialing or any thing automatically by using any API? 

    Thank you again


    ​

    ------------------------------
    Teja Darbha
    Jathwa Technology Solutions
    teja.darbha@jathwa.com
    Riyadh Saudi Arabia
    ------------------------------

    Original Message


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