Need to have the system track and note when a call object abandons while waiting in queue, and to make a note in the Call Detail table for that record.
I know this capability is coming in 4.0 but I need a way to get this information in 3.0. I'm told there may be some customizations we can do in the handlers that would allow the system to track a call and, if it abandons while waiting in queue, write that information to a custom attribute. This attribute/value could then be logged in the Call Detail table with the record. So if it abandons we could enter a '1' or something like that in one of the custom fields, and then write a query to pull all calls that abandoned.
I'm just looking for some idea where this sort of customization could be done. Has anyone attempted this before?
Thanks!